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Tips for Effectively Deploying and Managing the iPad

Best practices ensure a smooth enterprise rollout

by Jay Gordon, Vice President, Enterprise Mobile

Apple's iPad has quickly captured the imagination of the buying public and is unquestionably a hit. An industry analyst speaking on CNBC recently reported that 4.5 million Apple iPads were sold in Q3 2010, making it the nonphone device with the fastest adoption rate ever -- beating the iPhone introduction in 2007 and the DVD player in 1997.

The consensus among Apple-watching analysts is that 2010 sales will likely top 8.25 million units. A lot of those tablets are already in the hands of employees who want to use them on the job. Health care professionals, pilots, lawyers, financial advisers, salespeople, teachers, photographers and others are using the iPad to create, access and present information in many new ways.

It's not hard to see why. The iPad provides a better experience than other mobile devices do for a variety of applications, because of its nearly 10-inch screen and high-definition display. Think of pharmaceutical sales reps carrying the tablet with them to manage their sales activities with salesforce.com or for presenting product videos to a physician. Imagine how much more effective their experience is on an iPad than on a smaller smart phone screen.

Although they recognize the potential benefits, many enterprises are unprepared for the challenges of supporting and deploying the Apple tablet. In some cases, an executive or business group may want to use the iPad simply because of its "cool" factor. In others, the push for iPads may be based on the hope that they will someday replace laptops.

Through consulting and outsourcing engagements, Enterprise Mobile provides a range of services for the iPad and other Apple iOS devices. Our Implementation Services provide guidance for planning an enterprise rollout. And through our Outsourcing Services, our customers offload some or all phases of their iPad deployment to our experts, who apply best practices to address the challenges of managing and supporting the iPad.

Essential: Identify a compelling business use for the iPad

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Before implementing any new technology across the enterprise, a well-thought-out business case is paramount. Here are some current Enterprise Mobile client scenarios that illustrate both a solid business need and an effective use for the iPad:

• Major airlines are deploying iPads to pilots to eliminate all the operating manuals, charts and flight plans that pilots now carry in those thick briefcases they lug on board the aircraft.
• A Fortune 500 pharmaceutical company is loading multimedia presentations on iPads so that its sales force can show physicians their latest products. The iPad is particularly useful in hospital settings because Wi-Fi does not interfere with medical equipment the way a smart phone does.
• Merchandising companies send people into big-box retailers like Wal-Mart or Best Buy to optimize product displays.

To properly determine the eventual goals and scope of an enterprise iPad deployment, a logical first step is to determine who needs iPads and why. Start by researching your users and developing a classification system that organizes them based on their knowledge, skills and needs. Taking this approach helps you determine not only who should receive iPads but also clearly defines:

• How different individuals or groups will use the devices.
• What types of applications individuals will use and what is necessary to support those applications.
• What training iPad users will need.
• What ongoing support the rollout will require.

We recommend interviewing actual users targeted for the iPad, rather than people who represent them, such as senior executives or department heads. Select a sample of users who most accurately reflect the mix of skills, requirements and wishes of those who will use the tablet daily.

In addition to conducting face-to-face interviewing, develop a standard questionnaire to capture useful and relevant information. Ask about current and planned applications, because this will help uncover skills gaps that may require additional training and support.

Plan deployment carefully

A best-practices approach to iPad deployment should include input from everyone with a stake in the rollout's success. Achieving even the simplest enterprise goals (typically corporate e-mail and calendaring) will require thinking through the technical and resource requirements. Additional deployment considerations include:

• Network infrastructure and/or security. Access to intranet resources is typically desired or required, so network infrastructure and security issues become critical.
• Virtual private network access and network authentication. This will require input and guidance from personnel experienced in these areas.
• User support. End-user support is an essential part of an overall deployment strategy, so it's necessary to define those needs and develop a support framework.
• Procurement/purchasing. Ideally, management should involve personnel responsible for existing hardware and services in planning an iPad deployment, as the project will require the purchasing and activation of iPads with iTunes, a unique process.
• Legal and/or human resources. At the least, deployment of corporate technology assets typically requires a review of standard policies for such assets, including (but not limited to) fair and acceptable use, intellectual property, and liability policies.
• Connectivity.  Depending on how you intend your user base to use the iPad, you'll need to decide whether a Wi-Fi-only version provides the necessary connectivity or if you'll need to pay for the 3G data plan, which will increase the TCO of the iPad.

A key consideration is the issue of individual-liable versus corporate-liable implementation. Many organizations have moved toward an individual-liable approach when it comes to smart phones, but the iPad is likely to be treated like a laptop computer -- that is, provided by the organization and pre-configured with appropriate business applications. As a result, IT must understand the unique challenges it presents, in order to manage and support the tablet effectively. For many environments, such as clinics, restaurants and retail outlets, employees can use a shared iPad. The units can stay docked until they are needed.

Special issues to consider

Before it can function properly, an iPad must be synchronized to an iTunes account. Let's use a financial services company as an example of how this can be a challenge. After the firm configures iPads and deploys them to its executives, those users will likely want to sync to their own iTunes accounts to load their own music, movies and applications onto the device.

When one of those executives tries to do that, the Apple store will say, "This device already syncs to a library. Do you want to erase that content and sync to this library?" Agreeing to do so would wipe the entire company configuration off the device -- because the iPad can sync to only one iTunes account.

There are two ways to address that issue:

• Configure the device at the corporate level and disable access to iTunes. That way, employees can download additional content, music and movies via the device but cannot sync the device to an iTunes account. Some organizations will opt for that approach because employees will use their iPads as a business tool, accessing corporate networks and storing sensitive information.
• Leverage a configuration system in which employees use "Web clips" or shortcuts to get at required business applications, which do not disrupt the iPad/iTunes sync operation. The employee receives the iPad, syncs to iTunes on his end and clicks on the shortcuts to download the business applications the company wants him to use. Enterprise Mobile works with companies to implement this approach, providing a workable solution through our mobility outsourcing services.

In either case, when the iPad is pre-configured, load device management software onto the tablet so that you can push out updates and make the business content employees need to perform effectively readily available.

Test the waters first

An important best practice when deploying iPads is to conduct a small-scale test prior to any major rollout. A pilot test presents an opportunity to get a quick "win" that can help get buy-in from key players in the organization. It also gives you the chance to iron out problems while they are small and manageable.

You may find, for example, that the learning curve is longer than you expected it to be or that user support issues loom large. Companies that already support the iPhone are finding that the iPad presents different issues, and support is more complex than they expected it to be.

You will learn, as others already have, that iPads take up a lot more space and are thus more difficult to warehouse. You will find that to ensure a positive end-user experience "out of the box," you need to test each and every unit because a certain (low) percentage will have problems on arrival and require shipping back to Apple.

And finally, as you prepare for an iPad deployment, you may want to consider supplementing internal resources with outside expertise to ensure that your end-users get the support they need to employ their devices productively. Leveraging expert help can speed a deployment, reduce total cost of ownership, and help ensure that your organization gets the efficiency and productivity gains the iPad makes possible.

Jay Gordon is Vice President for Enterprise Mobile, a provider of outsourcing and consulting services that help companies meet the challenges of corporate mobility initiatives. Jay is passionate about the transformational qualities of mobile technologies.