InformationWeek

March 26, 2001

Answer Policy Questions Now To Avoid Problems Later

By Dave Johnson

Illustration by James O'Brien hile most IT shops are experienced at managing desktops and notebooks, contending with pervasive computing devices can challenge even the most forward-looking. Common functions such as device deployment, standard software installations for all handheld users, asset management, and critical recovery operations take on a whole new meaning amid swarms of pocket-sized $500 devices.

In many cases, IT's approach turns out to be something of a nonsolution. Joe Owen, chief technology officer at XcelleNet Inc., a vendor of mobile-management products and services, says the most common response to handhelds that invade a company is to avoid doing any management at all. "Instead, you wind up having help desks responding [only] to break-fix scenarios," he says. And, rather than planning software deployments, IT may resort to E-mailing apps and hoping the new software eventually makes it on to the devices. Indeed, Owen says some companies don't even track handhelds as assets. "They assume if you lose one, you lose one," he says. "But that's kind of dangerous, because a lot of those devices can access sensitive corporate data."

Experts agree it's vital to draw some lines in the sand as soon as you find handhelds proliferating within your company. Here are some topics you need to address to avoid losing control of your users' handhelds:

Who owns them, the users or the company? If a user brings a handheld to the office but IT supports it, ownership may not be obvious, especially if it's only partially expensed to the company. A clear policy of ownership can eliminate disputes over software upgrades and security policies.
What software will each device have? How much individualization is permitted? Delivering notebooks with a "locked down" software package may be old hat, but it's still uncharted territory for PDAs. It's vital to be able to deliver the software users need and prevent unapproved apps from getting onto handhelds.
How are the devices backed up and restored? How is a device replaced if it's lost or destroyed? Few handheld backup solutions are business-friendly, so this can take some focused planning.

Stan Yarborough, a consultant with North Highland, a management and technology consulting service, insists that the best way to begin is by setting guidelines. "IT should establish written policy that shows what it's responsible for. The standards [also] should dictate the business applicability of using the PDA on a network." Yarborough also says policies need to be written to address potential legal problems. "People have started to see cell phones as necessities. They use them all the time, even when driving; then they get into an accident and try to sue the company," he says. "We might see the same thing happen with Palms and other PDAs."

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Illustration by James O'Brien

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