Executive Summary (This is a document excerpt)

Until just two or three years ago, employees who traveled often for work mostly did their own shopping for mobile devices and service plans, and expensed them. IT support was limited — allowing email and personal information management (PIM) synchronization — and the primary or only remote-access technology provided was dial-up. Today, many companies centralize mobile device and services purchase and support, and IT now supports a variety of broadband technologies for remote access, including Wi-Fi and cellular data. Firms with international operations are outsourcing their global remote-access services to providers that offer foreign Wi-Fi and 3G access in major cities. The next step will be for service providers to integrate managed mobile services into their global remote-access solutions. Best practices for companies that have many mobile workers include evaluating emerging mobility support services to help reduce remote support and service costs, and improving end user experience and productivity.

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