The Forrester Wave : Enterprise Client Management Suites, Q2 2012

Transcription

1 FOR: Infrastructure & Operations professionals The Forrester Wave : Enterprise Client Management Suites, Q by David K. Johnson, May 16, 2012 Key TaKeaWays Client Management Tools Must adapt as devices diversify Businesses are forcing infrastructure and operations (I&O) professionals responsible for workforce computing to quickly adapt to highly disruptive new demands and changes in the technology landscape and I&O pros are looking past incumbent vendors whose tools can t help them manage the diversity that the business demands. Client Management Leaders are embracing The extended enterprise The evaluation uncovered a market in which leaders maintain core strengths while building mobile device management and taking client virtualization baby steps. symantec and Ca are Leaders Symantec delivers well-integrated mobile device management capabilities and essential Mac support, while CA Technologies delivers the most complete VMware View management solution in the Wave. Forrester Research, Inc., 60 Acorn park Drive, cambridge, MA UsA Tel: Fax:

2 May 16, 2012 Why Read This Report The Forrester Wave : Enterprise Client Management Suites, Q Symantec And CA Technologies Lead, With LANDesk Software, IBM, And Microsoft Close Behind by David K. Johnson with Christopher Voce and Kelley Mak In Forrester s 62-criteria evaluation of client management suite vendors, we identified the 10 significant solution providers in this category BMC Software, CA, Dell, Hewlett-Packard, IBM, LANDesk, Microsoft, Novell, Numara Software, and Symantec and researched, analyzed, and scored them. This report details our findings about how each vendor measures up and plots where they stand in relation to each other, to help infrastructure and operations (I&O) professionals select the right partner for their hybrid physical, virtual, and mobile client management needs. Table Of Contents 2 Goodbye PC Management; Hybrid Physical, Virtual, Mobile Is The Future Enterprise Client Management Suites Evaluation Overview Leaders Maintain Core Strengths, Adding Mobile Or Virtualization Vendor Profiles Supplemental Material Notes & Resources Forrester conducted product evaluations in December, 2011 and interviewed 10 vendors: BMC Software, CA, Dell, HP, IBM, LANDesk, Microsoft, Novell, Numara, and Symantec. We also interviewed 24 of their customers. Related Research Documents Info Workers Using Mobile And Personal Devices For Work Will Transform Personal Tech Markets February 22, 2012 Client Virtualization Will Fail Without A Hybrid Approach September 22, 2011 Q&A: How To Get Started With Client Virtualization July 20, , Forrester Research, Inc. All rights reserved. Unauthorized reproduction is strictly prohibited. Information is based on best available resources. Opinions reflect judgment at the time and are subject to change. Forrester, Technographics, Forrester Wave, RoleView, TechRadar, and Total Economic Impact are trademarks of Forrester Research, Inc. All other trademarks are the property of their respective companies. To purchase reprints of this document, please clientsupport@forrester.com. For additional information, go to

3 The Forrester Wave : Enterprise Client Management Suites, Q GOODBYE PC MANAGEMENT; HYBRID PHYSICAL, VIRTUAL, MOBILE IS THE FUTURE The era of the Windows PC as the only personal computing tool for workers, and as a companyowned private island populated with native applications, is over. 1 The new reality of workforce computing is a rich and diverse mix of Windows PCs, Macs, tablets, hosted virtual desktops, local virtual desktops and virtualized application delivery models. Businesses are forcing I&O professionals responsible for workforce computing to quickly adapt to highly disruptive new demands and changes in the technology landscape and I&O pros are looking past incumbent vendors whose tools can t help them manage the diversity that the business demands (see Figure 1). Figure 1 The Client Management Spectrum Delivery models SaaS Appliance Mobile Packaging Software management OS management Windows Mobile/Phone Android ios Patch Policy management management Scalability Agent modularity Unified Application Local Offline policy ARCHITECTURE Encryption Low-cost Remote control Platform support Workflow Hosted Reporting Security policy management Asset inventory Power management Employee self-service Out-of-band management Extended Virtualization Source: Forrester Research, Inc.

4 The Forrester Wave : Enterprise Client Management Suites, Q Windows PC Management Is Only The Baseline Traditional Windows PC management is a well-understood discipline. It requires a solution architecture designed to scale to the needs of the organization and user interfaces with a level of module integration appropriate for the skills of the administrators. I&O professionals need solutions that: Deliver the core management functionality they need. For enterprise I&O professionals to manage PCs effectively today, they require solid core client management capabilities. These capabilities form the backbone of enterprise client management suites: software management, OS management, systems management, packaging, patch management, policy management, and remote control. Without these features, common tasks such as rolling out a new unified communication application to the organization or ensuring that all computers have the latest Windows security patches installed is difficult if not impossible. Deliver scale and breadth without breaking the bank. The capacity of a client management solution to both scale out to large, distributed organizations as well as manage a wide range of platforms at a reasonable cost is important to I&O pros who look to manage ongoing growth and change in their company s workforce. This capacity is a function of the fundamental design of its underlying architecture, the cost of the distributed infrastructure components, how wellintegrated the modules and agents are, and the depth to which the solution supports each operating system and device type. Extended Client Management Functionality Addresses Additional Needs I&O professionals are increasingly looking beyond core client management functions to help with newer initiatives and industry-specific challenges. For example, financial services and healthcare firms need to prove compliance with regulations governing information security. Other companies have green IT initiatives requiring both control over PC power management policies and consumption-based reporting to show investors and the public the effectiveness of their programs. I&O professionals are increasingly looking for help in newer areas such as: Security policy compliance. Compulsory regulatory compliance needs require some firms to prove that at least a portion of their computers are compliant with the rules governing their industry, such as FDCC, USGCB, PCI, and others. Scanning machines against the policy guidelines is only the first step more advanced solutions such as IBM s Tivoli Endpoint Manager (BigFix acquisition), LANDesk, and Symantec also have the mechanisms and prebuilt actions required to automatically fix the policy gaps, saving I&O organizations considerable time and labor. Employee self-service. Employee self-service portals can significantly reduce help desk call volume but are underdeveloped and underutilized in many firms because the quality of content quickly grows stale or the applications that people really want and need are not made

5 The Forrester Wave : Enterprise Client Management Suites, Q available. A secondary problem is that some client management tools, such as System Center Configuration Manager 2007 R3 and HP Client Automation, lack web-based portals or the mechanisms to deploy software on demand. This makes it difficult for firms to deliver selfservice, creating a significant lag between request and delivery. Power management and green IT reporting support. Power management requirements extend beyond the need to set power settings policies in the Windows control panel. Most firms now need additional capabilities, such as self-service mechanisms to make sure that employees can wake up a computer remotely when they need access to it, or advanced green IT power consumption reporting that can show trending and summary information to support corporate environmental goals. 2 Vendors such as Symantec, IBM, CA Technologies, and LANDesk all have advanced power management and reporting capabilities to meet these needs. Advanced automation and workflow. Managing a large PC estate involves thousands of repetitive tasks many of which are handled automatically by dedicated modules, such as patch assessment and deployment. However, there are frequent situations where I&O professionals need additional automation to save time and effort, such as restarting services in a specific sequence after patching or custom self-service approval workflows. For these cases, an advanced workflow engine can be extremely helpful. CA Technologies, LANDesk, and Symantec all offer an integrated workflow engine designed to automate repetitive client management tasks. Hybrid Physical And Virtual Management Breaks Traditional Models Virtualization complicates the client management picture significantly. The physical endpoints that host virtual desktops, may have a completely different management mechanism than a standard PC. There are also different virtualization types for delivering managed Windows desktops and individual applications to workers to contend with. 3 Hosted virtual desktops and streamed virtual applications reside in, and are delivered from, the data center, while local virtual desktops and applications reside on the physical endpoint. The latest generation of virtualization technologies can span the data center and the endpoint with components and keep them synchronized. The management approach needed for each varies significantly, and legacy agent-based management models break down. 4 I&O professionals seek help with: Server-hosted virtual desktops. Managing hosted virtual desktops such as Citrix XenDesktop or VMware View involves several components and takes different forms depending on the mode being used. Client management solutions have unique requirements for virtualizations in that they must be designed to understand the relationships between virtual hosts and guest instances. They must be able to manage personalized hosted virtual desktops properly, keeping them patched and ensuring that policy execution is staggered to prevent server overloads in the data center known as management storms. CA and BMC/Matrix42 have delivered strong capabilities for VMware View and Citrix XenDesktop, respectively.

6 The Forrester Wave : Enterprise Client Management Suites, Q Client-hosted virtual desktops. Type 1 and Type 2 hypervisors require different approaches for deployment and management at the hypervisor layer, the host operating system and for the guest virtual desktop instances. Most of the client management solutions can deploy Type 2 but not Type 1 client hypervisor software. In addition, few can deploy the guest virtual machine instances and correctly model the host/guest relationships for management of the complete endpoint and virtual desktop combination for either type. Mobile Device Management And PC Management Are On A Collision Course Prior to the release of the iphone in 2007, client management vendors offered mobile device management (MDM) capabilities for Windows Mobile 6.x as separate or bolt-on tools to their existing management solutions. 5 However, managing mobile operating systems such as Apple ios and Google Android operating systems on mobile devices requires new tools, and the use cases are different from past mobile management approaches. Software management, patch management, and device management all require platform-specific tools and new interfaces. Leading client management suite vendors have combined familiar interfaces with device-specific functionality to offer a blended, well-integrated approach. SaaS Or Appliance-Based Vendors Simplify Client Management For Smaller Firms Both the complexity of traditional client management solutions and the specialized skill set required to implement, use, and maintain them presents a challenge for those who can t, or don t want to, spend the time and resources. As a result, many smaller firms and those with more limited funds have made do with little or no client management at all. Newer SaaS and appliance-based client management solutions offer these firms an alternative but also hold promise for larger firms finding it increasingly difficult to sustain the same levels of investment in client management. Enterprise Client Management suites Evaluation Overview To assess the state of the enterprise client management suites market and see how the vendors stack up against each other, Forrester evaluated the strengths and weaknesses of top client management suite vendors using a combination of vendor responses to detailed criteria, a 3-hour in-depth demonstration, a 1-hour executive strategy presentation, and two 30-minute customer reference interviews for each vendor. Criteria Emphasize Emerging Needs Such As Client Virtualization And Mobile Devices After examining past research, user need assessments, and vendor and expert interviews, we developed a comprehensive set of evaluation criteria. We evaluated vendors against 62 criteria, which we grouped into three high-level buckets:

7 The Forrester Wave : Enterprise Client Management Suites, Q Current offering. Our current offering assessment evaluates the completeness of client management functionality across architecture, core client management, extended client management, hybrid physical/virtual management, mobile device management, SaaS, and appliance-based delivery models. Strategy. To evaluate each client management suite vendor s strategy, we looked at what will help their customers effectively manage an increasingly diverse workforce computing technology landscape. We looked at plans for client virtualization, mobile device management, and SaaS or appliance-based delivery options through product road maps, corporate strategy, and partnering activity to evaluate strategy. We also assessed sustainable differentiation and value as a way to understand how much of their portfolio is commoditized versus how much is unique and innovative. Market presence. Our assessment of market presence factors in overall financial viability, the installed base of customers, revenue, community presence, partner ecosystem, and the number of sales, engineering, and implementation resources at each vendor. Selected Vendors Maintain Core Strengths And Viability While Taking On Disruption Forrester included 10 vendors in the assessment: BMC Software, CA Technologies, Dell, HP, IBM, LANDesk, Microsoft, Novell, Numara, and Symantec. Each of these vendors has (see Figure 2): A solution that delivers core client management capabilities. At a minimum, the client management suite has functionality that includes core client management capabilities, including software, systems and OS management, OS migration, patch, policy, remote control, and builtin reporting. A generally available product and a recent major release of the product. We defined recent major release as a point release (e.g., 7.1, 7.2, etc. and not 7.1.1, 7.1.2, etc.) or a major service pack (e.g., SP1, SP2, etc.) in which substantial new functionality was released. For instance, we looked for a release that added support for features like Citrix virtual desktop support and not simply bug fixes or minor enhancements within the past 12 months. The vendor must have initially released the product version included in the evaluation prior to December 31, Forrester client inquiry activity. The vendor or its client management suite is frequently mentioned by Forrester clients or is the subject of a substantial number of client inquiries. Revenue and business relationship. The vendors all have a minimum of $100 million in annual revenue.

8 The Forrester Wave : Enterprise Client Management Suites, Q Additional functionality. The vendors must all have significant functionality in one or more of the following additional client management-related areas: security policy management, mobile device management, hybrid physical/virtual management. Figure 2 Evaluated Vendors: Product Information And Selection Criteria Vendor Product evaluated Product version Version release date BMC Software BMC BladeLogic Client Automation 8.2 Jul-11 CA CA Client Automation r12.5 May-10 Dell KACE K Dec-11 KACE K Jul-11 Hewlett-Packard HP Client Automation Enterprise Edition v7.9 Jun-10 IBM IBM Tivoli Endpoint Manager 8.2 Nov-11 LANDesk LANDesk Management Suite Dec-12 Microsoft Microsoft System Center Configuration Manager R Novell ZENworks Configuration Manager 11 SP1 Jul-11 Numara Numara FootPrints v11 Nov-11 Symantec Altiris Client Management Suite 7.1 Mar-11 Vendor qualification criteria A solution that delivers core client management capabilities. At a minimum, the client management suite has functionality that includes core client management capabilities, including software, systems and OS management, OS migration, patch, policy, remote control, and built-in reporting. A generally available product, and a recent major release of the product. We defined recent major release as a point release (e.g., 7.1, 7.2, etc. and not 7.1.1, 7.1.2, etc.) or a major service pack (e.g., SP1, SP2, etc.) in which substantial new functionality was released. For instance, we looked for a release that added support for features like Citrix virtual desktops support and not simply bug fixes or minor enhancements within the past 12 months. The vendor must have initially released the product version included in the evaluation prior to December 31, Forrester client inquiry activity. The vendor or its client management suite is frequently mentioned by Forrester clients or is the subject of a substantial number of client inquiries. Revenue and business relationship. The vendors all have a minimum of US $100 million in annual revenue. Additional functionality. The vendors must all have significant functionality in one or more of the following additional client management-related areas: security policy management, mobile device management, hybrid physical/virtual management. Source: Forrester Research, Inc.

9 The Forrester Wave : Enterprise Client Management Suites, Q Leaders maintain core strengths, adding mobile or virtualization The evaluation uncovered a market in which leaders maintain core strengths while building mobile device management and taking client virtualization baby steps. None of the vendors have been able to deliver on advanced client virtualization use cases and mobile device management simultaneously. Our evaluation uncovered a diverse market in which (see Figure 3): Symantec and CA Technologies are Leaders. Each of these vendors have compelling offerings and are maintaining a focus on core client management strengths, have proven architectures, and offer rich extended client management functionality. Symantec delivers well-integrated mobile device management capabilities and essential Mac support, while CA Technologies delivers the most complete VMware View management solution in this Forrester Wave. BMC, Dell, IBM, LANDesk, Microsoft, and Numara are Strong Performers. LANDesk also delivers well-integrated mobile device management capabilities and security compliance policy automation, but lags in client virtualization management. Microsoft offers a solid solution that benefits from tight integration with the Windows operating system with 2007 R3, but lags in mobile device management and client virtualization management. A new version (System Center 2012 Configuration Manager) was released in April 2012 and contains new capabilities not reflected in this evaluation. The combination of BMC and Matrix42 is a win for customers looking for better management of their Citrix hosted virtual desktop environments, while IBM s Tivoli Endpoint Manager offers superb security policy compliance automation with a large library of prebuilt content. Dell s KACE solution is the only fully appliance-based solution in the Wave evaluation, and customers report quick ramp-up and excellent results in smaller environments. The Numara solution is well rounded and offers a unique SaaS-based mobile device management capability. HP and Novell are Contenders. HP s solution is unique as a desired state-based system, which makes it especially well-suited for very large environments, and HP boasts customers who manage 400,000 endpoints with a small staff, but it lacks support for hosted or local virtual desktops, mobile device management, and Macs. Novell s solution is based on a ground-up, web-based redesign and offers a unique strength with user-based profile management that allows workers to go to different computers and still have the same personalized experience. This evaluation of the client management suite market is intended to be a starting point only. We encourage readers to view detailed product evaluations and adapt the criteria weightings to fit their individual needs through the Forrester Wave Excel-based vendor comparison tool.

10 The Forrester Wave : Enterprise Client Management Suites, Q Figure 3 Forrester Wave : Enterprise Client Management Suites, Q2 '12 Strong Risky Strong Bets Contenders Performers Leaders Go online to download the Forrester Wave tool Current offering Numara (BMC Software) Novell LANDesk BMC Software Symantec CA IBM Microsoft for more detailed product evaluations, feature comparisons, and customizable rankings. HP Dell Market presence Weak Weak Strategy Strong Source: Forrester Research, Inc.

11 The Forrester Wave : Enterprise Client Management Suites, Q Figure 3 Forrester Wave : Enterprise Client Management Suites, Q2 '12 (Cont.) Forrester s Weighting BMC Software CA Dell HP IBM LANDesk Microsoft Novell Numara (BMC Software) Symantec CURRENT OFFERING Architecture Core/commodity functionality Extended client managementrelated functionality Hybrid physical/virtual desktop management Smartphone and tablet management SaaS and managed service provider enablers 50% 15% 20% 15% 25% 15% 10% STRATEGY Planned product enhancements Sustainable differentiation and value Key technology partners Financial resources to support strategy Cost 50% 30% 25% 10% 35% 0% MARKET PRESENCE Installed base Revenue Revenue growth Systems integrators Community Services Employees Channel partners 0% 20% 10% 10% 10% 20% 10% 15% 5% All scores are based on a scale of 0 (weak) to 5 (strong). Source: Forrester Research, Inc.

12 The Forrester Wave : Enterprise Client Management Suites, Q vendor PROFILES Leaders Symantec. Symantec has made a significant splash in this Wave, earning a position as a Leader with long-established strengths in core and extended client management functionality particularly OS management, software management, and patch. Symantec was early in integrating mobile device management for ios and Android to the Altiris Platform, using technology based on the recently acquired Odyssey Software. Other standout capabilities include security policy compliance automation, excellent and well-integrated analytics-based reporting from OEM-level partner Bay Dynamics, and an embedded graphical workflow engine for advanced automation. The solution also enjoys a large installed base and development partner ecosystem. Forrester customers reported difficulty with the 7.0 release of the platform, but say that 7.1 has performed much better. CA Technologies. CA Client Automation offers strong core and extended client management functionality across the board and is a particularly good fit for larger organizations that can benefit from CA s portfolio approach. Customers report that the CA solution scales well to large, distributed environments, with a hierarchical architecture, efficient payload distribution, and DMZ Gateway. CA also offers the only advanced management capabilities for VMware View in the Wave, which allows customers to manage hybrid physical and hosted virtual desktop environments with the same solution. It also provides a process automation engine and an advanced analytics solution. The solution features excellent power management and green IT reporting and has other key strengths in OS migration and system rollback. Strong Performers LANDesk. The LANDesk solution has a reputation for being easy to use, with good integration across the modules, and cross-platform support, including solid Mac management capabilities. The solution touts standout extended client management features such as security policy management, excellent green IT power management and reporting, a workflow engine for advanced automation, and application blacklisting capabilities. LANDesk was also an early mover in the mobile device management space, offering a complete and well-integrated solution that supports ios and Android devices. LANDesk also recently announced new partnerships with Lenovo and HP, which should help it gain additional traction. IBM. IBM s Tivoli Endpoint Manager is based on the BigFix technology. It s well-integrated across its modules and scales well due to its use of distribution points and lightweight agent infrastructure. The IBM solution has excellent core/commodity client management functionality. The core differentiation for the Tivoli Endpoint Manager lies in its security policy management capabilities with fully automated remediation. The product includes an extensive library of compliance templates with matching remediation action content for DISA

13 The Forrester Wave : Enterprise Client Management Suites, Q STIG, FDCC, SCAP, and USGCB. IBM s solution is a particularly good fit for heavily regulated industries and government. Its main drawbacks are its limited support for client virtualization and mobile device management. Microsoft. Microsoft System Center Configuration Manager (SCCM) 2007 R3 is a proven, scalable solution that stacks up well even five years after its initial release. It has a very large installed base, partly due to its inclusion in the Microsoft Core CAL Suite, making it easy for firms to acquire. System Center 2012 was released after the conclusion of the evaluation and looks to be a strong release based on early accounts. To date, support for ios, Android, Mac, and native client virtualization is limited, but the solution has a huge partner ecosystem offering product extensions for some of the gaps. SCCM is particularly strong in its core client management functionality and OS management and is joined in the Microsoft portfolio by Windows Intune, a newer SaaS-based offering. Dell. Dell s KACE product line comes in two available models, Dell KACE K1000 System Management Appliance and Dell KACE K2000 System Deployment Appliance, each with a different set of functions designed to complement each other. Dell has the only fully appliance-based solution in this Wave evaluation, and customers report good results in smaller environments. The KACE products feature excellent OS management, OS migration, patch, and ad hoc reporting capabilities, and it s easy to implement. It delivers all functionality and modules from the appliances that communicate with each other and share a common web interface. Scale-out is achieved by adding appliances in remote or regional offices, but this will incur additional costs where additional physical appliances are required and the cost of each endpoint beyond 100. Dell has positioned itself very well for small to midsize markets with the KACE product line because small and medium enterprises often lack the resources and skill needed to deploy and manage a comprehensive or complex solution and are less likely to need advanced features. BMC Software. The BMC Software partnership with the Germany-based Matrix42 is additive to BMC s BladeLogic Client Automation portfolio. Already a player in large, distributed environments, Matrix42 adds much-needed OS management and migration capabilities. Matrix42 s most noteworthy capability is management of Citrix XenApp and XenDesktop hybrid physical and virtual desktop infrastructures. It s the only Citrix management solution in the Wave. BMC recently acquired Numara Software, which we also evaluated, and is a good fit for smaller organizations. We don t yet know what the final BMC client management portfolio will look like, but Forrester believes that maintaining BMC Configuration Automation for Clients with Matrix42 for larger customers and Numara for the midmarket would seem logical. Numara (BMC Software). Numara FootPrints by Numara Software offers full-featured core functionality and is more geared toward the needs of small- and medium-size organizations. Larger organizations report limitations in using the solution, but overall, the solution is well-

14 The Forrester Wave : Enterprise Client Management Suites, Q integrated and straightforward for administrators to deploy and use. Numara s acquisition of Fromdistance in 2011 made it an early player in mobile device management, providing complete support for ios, Android, and Windows Mobile as a SaaS-based offering. However, Numara lacks the comprehensive features that other enterprise client management suites have, such as advanced reporting, application control, and client virtualization support. Contenders Novell. Novell s ZENworks Configuration Management is based on a native web architecture and offers a well-integrated solution across all modules. A unique strength of the solution is its user-based profile management, which allows workers to have the same personalized experience on different computers. Although it has all of the major core client management features, gaps are present in client virtualization, mobile device management, and security policy management. HP. HP s Client Automation s legacy is in very large environments. It uses an automated desiredstate, model-based architecture that allows it to scale well with relatively little administration. However, HP has not been keeping up with the disruption in mobile device management and client virtualization, with the exception of HP Thin Client management features. Forrester believes that HP s recent announcements from the Personal Systems Group naming LANDesk as a strategic partner raise questions about future investment in HP Client Automation Supplemental MATERIAL Online Resource The online version of Figure 3 is an Excel-based vendor comparison tool that provides detailed product evaluations and customizable rankings. Data Sources Used In This Forrester Wave Forrester used a combination of four data sources to assess the strengths and weaknesses of each solution: Vendor surveys. Forrester surveyed vendors on their capabilities as they relate to the evaluation criteria. Once we analyzed the completed vendor surveys, we conducted vendor calls where necessary to gather details of vendor qualifications. Executive strategy and road map briefings. We asked vendors to conduct 1-hour briefings of their strategy and road map. We used findings from these sessions to assess each vendor s differentiation, investment focus, and strategy.

15 The Forrester Wave : Enterprise Client Management Suites, Q Product demos. We asked vendors to conduct 3-hour demonstrations of their product s functionality. We used findings from these product demos to validate details of each vendor s product capabilities. Customer reference calls. To validate product and vendor qualifications, Forrester also conducted reference calls with two to three of each vendor s current customers. The Forrester Wave Methodology We conduct primary research to develop a list of vendors that meet our criteria to be evaluated in this market. From that initial pool of vendors, we then narrow our final list. We choose these vendors based on: 1) product fit; 2) customer success; and 3) Forrester client demand. We eliminate vendors that have limited customer references and products that don t fit the scope of our evaluation. After examining past research, user need assessments, and vendor and expert interviews, we develop the initial evaluation criteria. To evaluate the vendors and their products against our set of criteria, we gather details of product qualifications through a combination of lab evaluations, questionnaires, demos, and/or discussions with client references. We send evaluations to the vendors for their review, and we adjust the evaluations to provide the most accurate view of vendor offerings and strategies. We set default weightings to reflect our analysis of the needs of large user companies and/or other scenarios as outlined in the Forrester Wave document and then score the vendors based on a clearly defined scale. These default weightings are intended only as a starting point, and we encourage readers to adapt the weightings to fit their individual needs through the Excel-based tool. The final scores generate the graphical depiction of the market based on current offering, strategy, and market presence. Forrester intends to update vendor evaluations regularly as product capabilities and vendor strategies evolve. Endnotes 1 Across 17 countries, more than half of all info workers are using three or more PCs and mobile devices for work, whether work-issued or personal. Forrester believes that workers use of multiple PCs, such as using a home PC or personal laptop in addition to a company-issued PC, is the biggest driver of this phenomenon. Workers also commonly use smartphones. Among the total set of mobile and PC devices reported by respondents, 60% are used for both work and personal use only 14% of devices are strictly used for work, and 26% are strictly used for personal purposes. See the February 22, 2012, Info Workers Using Mobile And Personal Devices For Work Will Transform Personal Tech Markets report. 2 Without a baseline, IT leaders can t guide their green IT efforts with solid data, create realistic goals and metrics, or track successes over time. If this situation sounds familiar, you re not alone: Forrester finds that despite a steady rise in green IT plans and adoption, only 30% of organizations have taken a baseline

16 The Forrester Wave : Enterprise Client Management Suites, Q measurement of their energy consumption. To get on the right track, you need to perform an annual estimate of energy consumption, carbon dioxide emissions, and dollar costs of operating IT inside and outside of the data center. Forrester recommends that IT infrastructure and operations (I&O) professionals own the green IT baseline process since they already manage their organization s energy-consuming IT assets. See the February 9, 2011, Updated Q1 2011: Is Green IT Your Emperor With No Clothes? report. 3 For too long, the industry has used the term virtual desktop infrastructure (VDI) to represent all dimensions of desktop and application virtualization. This has been a real disservice to I&O managers who could have gained from the technology through earlier exposure. In fact, there are at least six forms of desktop and application virtualization to consider. See the July 20, 2011, Q&A: How To Get Started With Client Virtualization report. 4 Client virtualization does not replace physical clients as many seem to think. You still need a physical client device, creating a complex hybrid environment of both physical and virtual components, plus new data center and network infrastructure. IT infrastructure and operations (I&O) leaders who are adopting client virtualization will face higher operational costs, poor end user satisfaction, and reduced availability if they don t change their approach to reflect these new realities. See the September 22, 2011, Client Virtualization Will Fail Without A Hybrid Approach report. 5 Because your IT operations team often views a handheld as just another endpoint to be managed and secured, many traditional client or desktop management vendors have incorporated functionality for handhelds into their latest offerings. Although handheld functionality remains limited in most of today s offerings for example, robust application management capabilities are missing, or management is limited to just the most popular mobile operating system on the market it makes for a good enough solution if you want to use the tools you re most familiar with to manage mobile devices. Forrester wrote about this in the July 22, 2008, Build Your Business s Mobile Strategy Around Device Management And Security report.

17 About Forrester A global research and advisory firm, Forrester inspires leaders, informs better decisions, and helps the world s top companies turn the complexity of change into business advantage. Our researchbased insight and objective advice enable IT professionals to lead more successfully within IT and extend their impact beyond the traditional IT organization. Tailored to your individual role, our resources allow you to focus on important business issues margin, speed, growth first, technology second. for more information To find out how Forrester Research can help you be successful every day, please contact the office nearest you, or visit us at For a complete list of worldwide locations, visit Client support For information on hard-copy or electronic reprints, please contact Client Support at , , or clientsupport@forrester.com. We offer quantity discounts and special pricing for academic and nonprofit institutions. Forrester Focuses On Infrastructure & Operations Professionals «You are responsible for identifying and justifying which technologies and process changes will help you transform and industrialize your company s infrastructure and create a more productive, resilient, and effective IT organization. Forrester s subject-matter expertise and deep understanding of your role will help you create forward-thinking strategies; weigh opportunity against risk; justify decisions; and optimize your individual, team, and corporate performance. Ian Oliver, client persona representing Infrastructure & Operations Professionals Forrester Research, Inc. (Nasdaq: FORR) is an independent research company that provides pragmatic and forward-thinking advice to global leaders in business and technology. Forrester works with professionals in 19 key roles at major companies providing proprietary research, customer insight, consulting, events, and peer-to-peer executive programs. For more than 28 years, Forrester has been making IT, marketing, and technology industry leaders successful every day. For more information, visit