Empowering Mobile-First Transformation with Zero Touch Mobility & ServiceNow

APR 05, 2024 Samsung SDS

The shift toward a mobile-first, and increasingly mobile-only, workforce demands innovative solutions for device support, lifecycle management and security. Samsung SDS's Zero Touch Mobility solution, native to the ServiceNow platform, supports organizations transitioning to a mobile-centric operational model. This shift is particularly pertinent as a significant portion of today’s emerging workforce, notably Gen Z, enters the job market with a unique digital nativity: many have completed their education using only tablets and smartphones, rarely, if ever, interacting with more traditional desktop operating systems and legacy office-centric technology. In fact, HP coined a phrase to describe how Gen Z’s are feeling when entering the workforce “tech shame”. This describes how Gen Z finds legacy technology difficult to use and overwhelming. Their formative tech years were spent using software and devices with interfaces that exists to be user-friendly. Because of this, according to HP’s study, one in five young office workers reported “feeling judged for having tech issues”, which made them less likely to ask for help and feeling unprepared to do their jobs. Finding a way to cater to the new generation of workers will be paramount to an enterprise’s continued success and survival.

The challenge for organizations is not just the adoption of mobile devices as primary work tools but overcoming the reluctance to grant full access to corporate data systems due to outdated management processes and concerns over data security. Zero Touch Mobility (ZTM) addresses these challenges by automating the lifecycle management of mobile devices, ensuring that companies can confidently and efficiently embrace a mobile-first strategy without compromising security or functionality.

Read on as we look into the key benefits and functions of zero touch mobility for businesses navigating the shift towards a digital-first environment — ultimately working to enhance operational agility and foster a secure and productive mobile workforce.

Zero Touch Mobility For a Mobile-First Organization: 4 Benefits

ZTM, integrated natively within the ServiceNow platform and providing support for all device types and OEMs, facilitates the shift toward a mobile-first approach wherein mobile devices are not just tools but central to the operational and strategic framework of organizations. This integration aligns with the necessity for businesses to adapt to the preferences and expectations of a new generation of workers, for whom mobile devices are the primary computing tools.

Generally speaking, ZTM facilitates the seamless management of mobile device lifecycles, leveraging hyperautomation to enhance efficiency, security, and user satisfaction while eliminating the majority of manual effort. More specifically, here are three key benefits this solution brings to a mobile-first organization:

1. Streamlined deployment, management, and support of mobile assets on a single platform:

ZTM simplifies the complexities associated with mobile device lifecycle management. From the initial deployment and throughout the entire lifecycle of the device, all processes are automated and centralized. This means that procurement/fulfillment, onboarding new devices, managing upgrades, unenrolling devices, and dealing with broken devices and device reclamation are conducted through a single interface, reducing operational overhead and improving the efficiency of IT departments. This solution ensures that mobile assets are quickly ready for use, significantly enhancing productivity from day one.

2. Improved visibility and cross-department collaboration:

The centralized nature of ZTM and ServiceNow's platform fosters an environment where visibility is significantly enhanced. IT, security, and telecom teams can collaboratively monitor and manage the lifecycle of mobile devices in real time. This unified view ensures that all departments are informed and can act promptly on issues related to compliance, security, and inventory management. Through aggregation of data from siloed systems, analysis of the data and automated actioning of remedies, ZTM allows for quick and proactive/preventive response to issues. Ultimately, enhanced collaboration and data aggregation leads to a more secure and compliant mobile environment.

3. Optimized expenditure and utilization of all your mobile devices:

By efficiently managing the lifecycle of mobile devices, ZTM helps organizations minimize wasteful expenditures on unused or underutilized assets. The solution’s advanced asset management tools enable precise tracking and allocation of devices, ensuring that each device is fully utilized throughout its lifecycle. This not only extends the useful life of mobile assets but also contributes to significant cost savings. With ZTM’s automated reclamation and reverse logistics workflows can also take advantage of the residual value of a device by efficiently taking advantage of buyback services, further optimizing the total expenditure on a mobile device asset.

4. Increased security through eliminating manual processes:

ZTM works to automate processes that were previously manual and, in turn, prone to error, such as device reclamation and data erasure for departing employees. This automation significantly reduces the risk of data breaches or loss. Additionally, the system's ability to handle lost, stolen, or broken devices swiftly means that security threats can be promptly mitigated.

Furthermore, by automating the lifecycle management of mobile devices, from deployment (COBO/COPE or BYOD) through support (for lost, broken, or stolen devices) to reclamation (buyback/recycle and ESG), ZTM and ServiceNow make managing a mobile-first workforce not just possible but highly efficient and secure.

Samsung SDS: The Future of Mobility Management

Samsung SDS Zero Touch Mobility facilitates enhanced mobility management, offering a future-proof solution to the challenges of adopting a mobile-first operational model. With its deep integration into the ServiceNow platform, ZTM extends the capabilities of Hardware Asset Management (HAM), specifically tailored for the nuanced demands of mobile device lifecycle management. This encompasses everything from procurement and onboarding to support and final disposition, facilitating a seamless, automated flow that aligns with the dynamics of modern workforces.

The ZTM application is designed to mitigate common hurdles in mobile-first transitions, such as fragmented device management, security vulnerabilities, and inefficient asset utilization. By embedding ZTM into ServiceNow HAM, Samsung SDS allows organizations to leverage hyperautomation, ensuring that mobile devices are managed with efficiency and security. Consequently, businesses benefit from both streamlined operations and a reduced total cost of ownership (TCO).

We invite you to explore the potential of Zero Touch Mobility in empowering Mobile-First transformation at the upcoming Speaking Session at Knowledge 2024, on May 8th at 3:00 PDT, featuring ServiceNow and Samsung SDS experts.