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Apple in business: The support IT doesn't know about

By Mel Beckman, InfoWorld
March 11, 2013 10:35 AM ET

InfoWorld - Apple products like the iPad, iPhone, and Mac are enigmas to most IT departments. Users love them, and they prove Apple items' value as productivity tools. However, Apple seems to eschew IT's traditional top-down management philosophy. At least that's the conventional wisdom. But is it true?

According to a Gartner report released this month, Apple's Macs will become as accepted by enterprise IT next year as Windows PCs are today. The iPhone and iPad are already the dominant enterprise mobile devices. But Apple's ideas about enterprise computing differ from the standard Microsoft-centric view, which seems to put Apple at a disadvantage.

[ SCUTTLEBUTT: iPhone 6 rumor rollup for the week ending March 8 ]

Still, the conventional wisdom that Microsoft owns the enterprise is changing, if for no other reason than Apple's popular personal products are invading IT, whether IT likes it or not. IT can't put Apple users back in the bottle. Understanding these difference will help IT deal with the rising tide of device diversity -- and might aid Apple in filling its gaps in enterprise service.

One obvious difference between Microsoft and Apple philosophies is who controls OS updates and patches. IT is in complete control of this process with Microsoft operating systems, including the ability to roll back updates that cause problems. In stark contrast, Apple puts users in the driver's seat with updates, much to the chagrin of IT. Though Apple invented the mobile device management (MDM) market segment for BYOD, Apple hasn't locked down the update process, leaving update deployment for both desktop and mobile devices to the whim of the individual user. The result can be a flood of user support requests IT isn't ready to process, as well as unanticipated consequences affecting enterprise systems.

Microsoft promotes a particular enterprise "DNA" -- centralized control -- but Apple views enterprises "as libertarians see nations: as populations of individuals," as one blog post comment so nicely put it.

Apple also diverges from standard IT practices in areas like paid support channels, development tools, and third-party consultant support.

Despite these fundamental philosophical differences, Apple has made much progress in the last two years to bridge the gap between user desires and IT requirements. In January 2011, Apple formally announced its intention to provide enterprise-quality desktop systems and software, following the delivery of iOS management tools -- enabling Exchange Active Sync (EAS) management, app inventories, and compliance auditing -- early in 2010. That shift in enterprise support has been welcome by IT staffers, who previously adapted to connecting both the iOS and OS X platforms to Microsoft Exchange.

Apple is a master at delivering features users need. But does it do as well with the features that enterprise IT needs? What about the other areas business cares about: integration, support, and acquisition?

Inside Apple's enterprise paid support plans

Originally published on Click here to read the original story.

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