The Forrester Wave : North American Workplace Services, Q2 2013

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1 For: Sourcing & Vendor Management Professionals The Forrester Wave : North American Workplace Services, Q by William Martorelli and Wolfgang Benkel, april 30, 2013 Key TaKeaWays Vendors Move Beyond desktop Management To Fulfill The Workplace services Vision An increasingly consumer-driven end user computing environment is transforming what was once known as desktop management into a new category of services that we call workplace services. The importance of the conventional desktop device is diminishing in the face of a technology explosion involving SMAC technologies across geographic regions. North america is a Battleground Between Traditional and emerging suppliers The North American market represents a relatively monolithic market in terms of geographic and language requirements, at least as compared to EMEA. As a result, India-centric suppliers are playing a growing role alongside traditional players. Breadth and depth of strategic Vision is What differentiates suppliers The Most As the traditional approach to desktop management recedes in the face of substantial industry change, improved support for new modes of delivery -- including technology, packaging, and pricing -- will dictate which providers will lead the pack. Vendors that can combine these capabilities into a differentiating vision will be the leaders in the future. Forrester research, inc., 60 acorn Park drive, cambridge, Ma usa tel: Fax:

2 April 30, 2013 The Forrester Wave : North American Workplace Services, Q Evaluating Leading Providers Amidst A Category Redefinition by William Martorelli and Wolfgang Benkel with Chris Andrews and Fraser Tibbetts Why Read This Report Workplace services are rapidly evolving far beyond their origins in desktop and desk-side management toward a post-desktop future in which end users consumer-derived expectations dominate the workplace agenda. Key to fulfilling these expectations is the set of service providers that provide much-needed support for this transition in the form of workplace services. In Forrester s 34-criteria evaluation of workplace services vendors, we identified the nine most significant North American workplace services providers CGI Group, Cognizant, CSC, Dell, Getronics Workspace Alliance (represented in North America by CompuCom Systems, one of the founding members of the strategic alliance that is the GWA), HCL Technologies, HP, IBM, and Unisys in the North American market for workplace services and researched, analyzed, and scored them. This report details our findings about how well each vendor fulfills our criteria and where they stand in relation to each other to help sourcing and vendor management (SVM) professionals select the right partner for their North American workplace services requirements. Table Of Contents Workplace Services Trends Are Consistent Across Regions Workplace Services Evaluation Overview Evaluation Criteria Balances Current And Future Needs Evaluated Vendors Have Commitment And Scale In Workplace Services Desktop Leaders Face Challenges In Workplace Services Transition Vendor Profiles Leaders Combine A Strong Current Offering With Expansive Strategies Strong Performers Boast Contrasting Strengths Supplemental Material Notes & Resources Forrester conducted services evaluations in May 2012 and interviewed nine vendor companies, CGI, Cognizant, CSC, Dell, GWA, HCL, HP, IBM, Unisys, and 26 user companies. Related Research Documents The Forrester Wave : Global Workplace Services, Q March 25, 2013 The Forrester Wave : Global IT Infrastructure Outsourcing, Q March 11, 2011 Desktop Managed Services Pricing And Delivery Models Evolve May 10, , 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 : North American Workplace Services, Q WORKPLACE SERVICES Trends are consistent across regions The market for workplace services is evolving rapidly as a conventional and highly mature approach to desktop and desk-side management yields to a transformed workplace services environment in which assumptions about customer preference, behaviors, and even devices are up for grabs. User expectations for a consumer-quality workplace services experience are escalating. Workplace services are increasingly associated with a mobile user and no longer linked to a fixed physical location. Moreover, support for a growing diversity in desktop devices as well as virtualization is altering the conventional desktop management equation. As described in The Forrester Wave : Global Workplace Services, Q1 2013, this desire to access services wherever and whenever with whatever device is reshaping the evolution of workplace services across the globe. Although the suppliers may vary, the essential trends remain largely the same. In North America, Forrester sees the following trends: Mobile technologies are on the march across North America but not ahead of EMEA. It is often believed that North America leads in adoption of IT, but this is not true of workplace services, including the move to mobility (see Figure 1). For example, adoption of key mobile technologies like smartphones, tablets, mobile applications, and enterprise app solutions to deploy and manage smartphone and tablet applications is virtually identical across North America and EMEA. Customers in North America with some global operations can therefore have confidence that similar dynamics will influence their supplier s service offerings across regions. However, this does not mean that suppliers have yet achieved standardized service offerings across regions, which remains a work in progress. Although the patterns in demand across regions are consistent, customers in North America do appear to be more likely to outsource the help desk, according to an analysis of workplace services objects under management by participating suppliers. 1 The North American market appears more open to offshore suppliers. As has been true in their applications businesses, offshore-centric suppliers are focused strongly on the North American market for workplace services. Cognizant is one example; its revenues are overwhelmingly derived from North American sources (HCL is more geographically diverse). By leveraging their existing base of application outsourcing customers, these suppliers are in a better position to gain market share than simply responding to RFPs. Offshore players are also expanding globally. However, their market presence pales in comparison to traditional players like GWA and HP, and global suppliers like CSC, HP, and IBM still have the edge in terms of local resources over the Indian suppliers. Because the India-centric suppliers must rely on partners more to extend their reach, potential customers should take pains to validate their geographic suitability and language capabilities more closely during evaluation even in North America where language diversity is limited. Despite this, the offshore players are competing on an increasingly effective basis, largely on the basis of their forward-looking strategies:

4 The Forrester Wave : North American Workplace Services, Q Market penetration of desktop virtualization remains modest across regions. Although figuring prominently in the strategies of most workplace services suppliers, in our analysis we found that terminal server services/virtualized server services under management and desktop-asa-service seats were modest in number across participating suppliers (with some exceptions like GWA in North America). Separately, respondents to our most recent Forrester Forrsights Services Survey, Q reinforce this finding (see Figure 2). Despite this modest adoption to date, most workplace services suppliers are anticipating big things in desktop virtualization as a key enabler of bring-your-own-device (BYOD) scenarios, and this category is poised for rapid growth. Customers across regions must manage workplace services vendors actively for innovation. Market innovations are transforming workplace services with dramatic speed, but the essential character of the customer-outsourcer relationship is not always keeping up. Several client reference customers of North American workplace services suppliers complain that vendors are not forthcoming enough about innovation and plans for continuous improvement, even while being otherwise satisfied with the services being delivered. To compensate, customers should be prepared to help their suppliers apply these innovations through aggressive oversight.

5 The Forrester Wave : North American Workplace Services, Q Figure 1 New Workplace Devices Are Changing The Services Equation 1-1 North America What are your firm s plans to adopt the following mobile technologies? Not interested Interested but no plans Planning to implement Implemented or expanding Smartphones for employees 13% 7% 9% 70% Tablets for employees 15% 22% 18% 45% Mobile applications 8% 24% 25% 42% 1-2 Enterprise app store solutions to deploy and manage smartphone and tablet applications Europe 25% 36% 17% 18% Base: 1,258 North American IT budget decision-makers What are your firm s plans to adopt the following mobile technologies? Not interested Interested but no plans Planning to implement Implemented or expanding Smartphones for employees 6% 8% 15% 71% Tablets for employees 10% 17% 31% 41% Mobile applications 12% 21% 28% 38% Enterprise app store solutions to deploy and manage smartphone and tablet applications 21% 31% 23% 21% Base: 584 European IT budget decision-makers Source: Forrsights Budgets And Priorities Tracker Survey, Q Source: Forrester Research, Inc.

6 The Forrester Wave : North American Workplace Services, Q Figure 2 Adoption Of Desktop-As-A-Service Is Measured Across Regions What are your firm s plans to adopt the following as-a-service offerings/approaches? (desktop-as-a-service) Not interested 47% 52% Europe (N = 408) North America (N = 650) Interested 28% 28% Planning to implement in the next 12 months Don't know 9% 7% 5% 6% Expanding/upgrading 5% implementation 4% Implemented, not expanding 5% 3% Base: IT services decision-makers Source: Forrsights Services Survey, Q Source: Forrester Research, Inc. WORKPLACE SERVICES EVALUATION OVERVIEW Forrester defines workplace services as follows: Mandatory elements: service desk, field support (on-site support, IMAC services), service provisioning (order management, asset management), and workplace software management (application packaging, image creation, patch management, antivirus, security, software distribution). Optional elements: desktop infrastructure services including Active Directory, file and print services, and collaboration services, LAN services, voice services, mobile device management (MDM), end user administration services, terminal server and virtual desktop services, and desktop-as-a-service. Additional elements: consulting services around workplace management like assessments, improvements, and activities for innovation projects and new services, and transformation services for new delivery models.

7 The Forrester Wave : North American Workplace Services, Q Evaluation Criteria Balances Current And Future Needs To assess the state of the workplace services market and see how the vendors stack up against each other, Forrester evaluated the strengths and weaknesses of top workplace services vendors. After examining past research, user need assessments, and vendor and expert interviews, we developed a comprehensive set of evaluation criteria. The data we gathered from the participating vendors on each of those criteria was collected in May Accenture, Infosys, and Tata Consultancy Services (TCS) declined to participate. We evaluated all nine vendors against 34 criteria, which we grouped into three high-level buckets: Current offering. We evaluated the strength of the supplier s current offering, including its global delivery model, its complementary consulting capabilities, its support for standardized service offerings, as well as client reference scores. Participation in a broad ecosystem of suppliers and approach to innovation and continuous improvement were additional criteria. Strategy. To evaluate strategy, we assessed the current value proposition of the supplier, along with its plans for growth and planned enhancements to its workplace services. The supplier s overall vision for workplace services, along with pricing workplace services engagements, were also included as criteria. To score well, suppliers had to balance a strong current value proposition and strong vision for the future. Market presence. Forrester analyzed the supplier s market presence in terms of support for various categories of managed objects that together comprise workplace services, as well as the supplier s overall financial performance and size of client base. Evaluated Vendors Have Commitment And Scale In Workplace Services Forrester included nine vendors in the assessment: CGI, Cognizant, CSC, Dell, GWA, HCL, HP, IBM, and Unisys. Atos, Capgemini, and Fujitsu participated in The Forrester Wave : Global Workplace Services, Q1 2013, but were excluded in this report due to a lack of strong market presence in North America. Accenture, Infosys, and Tata Consultancy Services (TCS) declined to participate. Each of these vendors has (see Figure 3): Significant scale in total number of desktops, help desk seats, and desk-side support objects in North America. Distribution of objects under management across North America, EMEA, and Asia Pacific regions. Significant scale in terms of workplace services workforce. Substantial interest from Forrester clients.

8 The Forrester Wave : North American Workplace Services, Q Figure 3 Evaluated Vendors: Selection Criteria Vendor selection criteria Significant scale in total number of desktops, help desk seats, and desk-side support objects in NA. Distribution of objects under management across North America, EMEA, and Asia Pacific regions. Significant scale in terms of workplace services workforce. Substantial interest from Forrester clients. Source: Forrester Research, Inc. Desktop Leaders face challenges In Workplace Services Transition The evaluation uncovered a market in which (see Figure 4): IBM, HP, Cognizant, and HCL are Leaders. Cognizant, IBM, HCL, and HP are all excellent workplace services providers, but with varying strengths and weaknesses. IBM demonstrated a strong balance of strength across current offering and strategy scores, while HP s capabilities gave it the overall highest score for a current offering. Strategy and vision were both relative strengths of HCL and Cognizant. Unisys, CSC, GWA, Dell, and CGI offer competitive options as Strong Performers. Largescale outsourcing suppliers like CGI, CSC, Dell, and Unisys and workplace services specialist GWA provide compelling alternatives and are all Strong Performers. While most Strong Performers were solid on the basis of their offerings, their strategies lagged the market Leaders. This evaluation of the workplace services market is intended to be a starting point only. We encourage clients to view detailed product evaluations and adapt criteria weightings to fit their individual needs through the Forrester Wave Excel-based vendor comparison tool.

9 The Forrester Wave : North American Workplace Services, Q Figure 4 Forrester Wave : North American Workplace Services, Q2 13 Strong Risky Strong Bets Contenders Performers Leaders Unisys CSC CGI Dell HP IBM Cognizant GWA HCL Go online to download the Forrester Wave tool for more detailed product evaluations, feature comparisons, and customizable rankings. Current offering Market presence Weak Full vendor participation Weak Strategy Strong Source: Forrester Research, Inc.

10 The Forrester Wave : North American Workplace Services, Q Figure 4 Forrester Wave : North American Workplace Services, Q2 13 (Cont.) Forrester s Weighting CGI Cognizant CSC Dell GWA HCL HP IBM Unisys CURRENT OFFERING Global delivery model Operations and strategy consulting Ecosystem participation Innovation and continuous improvement Workplace service standard offering Client feedback on implementation Client feedback on account management Client feedback on service quality Client feedback on general satisfaction 50% 20% 15% 15% 15% 15% 5% 5% 5% 5% STRATEGY Customer value proposition and vision Planned enhancements Plans for growth Investment to support strategy Vision for workplace services Pricing models 50% 25% 15% 15% 10% 25% 10% MARKET PRESENCE Service market presence Financial strength Workplace services client base Workplace service employees Total employees 0% 50% 20% 10% 10% 10% All scores are based on a scale of 0 (weak) to 5 (strong). Source: Forrester Research, Inc. Vendor Profiles Leaders Combine A Strong Current Offering With Expansive Strategies IBM. IBM has a very strong position as a global services supplier, with significant range in infrastructure-oriented services. A strong overall strategy tied for second among suppliers evaluated lifted IBM to a leading competitive position in our analysis. Its solid current offering was highlighted by its strong global capabilities for delivery. IBM also has a strong market presence. Beyond its obvious strength for customers seeking a comprehensive set of services with broad geographic coverage, IBM also has the ability to wield substantial

11 The Forrester Wave : North American Workplace Services, Q innovation from its own internal research and development groups, as it does in its plans for biometric security for mobile devices. IBM is also continually expanding its range of capabilities of its software group, whether through development or acquisition, and IBM draws on this strength to augment its workplace services offerings. HP. HP, historically a very significant player in workplace services, boasts the strongest overall current offering among suppliers evaluated. It remains a powerhouse of workplace services despite the company s broader challenges recently. One strong point was in customer reference scores, in which HP was tied for second highest overall scores. HP also got strong grades for its global capabilities. HP s overall service market presence is among the highest of suppliers evaluated according to Forrester estimates. HP continually expands its set of workplace services: It announced HP Enterprise Cloud Services a unified communications offering in Due to its growing focus on profitability, HP may be more selective in pursuing specific workplace service engagements in the future. HP s WorkPlace360 was an early approach to standardization in workplace services. It is moving to a more automated, virtual, and policybased model in which different users may enjoy differing capabilities. HP has among the broadest geographic profile of any company in the workplace services segment. Cognizant. Cognizant s vision for workplace services is aligned with its overall Future of Work philosophy. While lacking a strong market presence in North America, its well-articulated strategy including its investment in support strategy, a compelling vision for the future of workplace services, and a full slate of planned enhancements highlight its workplace services offering and merits strong consideration for North American customers. As is true for Cognizant generally, its infrastructure services reflect its very strong focus on applications services. Some of its workplace services activities, such as its emphasis on the app store and mobility-focused service desk, reflect this orientation. Cognizant also embraces an automation strategy focused on ServiceNow, but also other technologies including its own Cognizant Cloud360 cloud automation platform. Cognizant uses CompuCom Systems as its primary partner for field support services. North America is Cognizant s primary geographic focus: The company registers roughly 80% of its revenues from the region. HCL. HCL has emerged as one of the more aggressive offshore-oriented suppliers in infrastructure outsourcing, which extends to the workplace services segment. HCL was tied for the strongest overall strategy grade, highlighted by its particularly strong vision for workplace services, as well as its well-articulated plans for growth. HCL was also tied for second highest overall customer reference scores, which supported a strong current offering among offshoreoriented suppliers. Although limited in overall market presence, HCL has an exceptionally strong vision for the future of workplace services, so customers seeking an offshore-centric option should consider the company. A broad range of pricing alternatives is another factor in HCL s favor, underscoring its highly flexible approach to client engagements. HCL is seeking to expand geographically by targeting Europe, Latin America, and Asia. HCL emphasizes

12 The Forrester Wave : North American Workplace Services, Q consistent processes and tools in its engagements, including its Management Tools-as-a-Service (MTaaS) systems management framework. While well suited for North American customers, HCL enjoys significant geographic balance in terms of customers and staff distribution across EMEA and Asia Pacific. Strong Performers Boast Contrasting Strengths Unisys. Workplace service is among the biggest priorities for Unisys services business. Unisys strong current offering was supported by the highest overall customer reference scores of any supplier evaluated in our analysis. Unisys also boasts a strong capability in ecosystem participation, in which it has a proven capability to operate in subcontracting scenarios successfully. Unisys strengths in ecosystem participation mean that it merits strong consideration, whether serving as a primary or subsidiary role in a workplace services engagement. Unisys has also gained great insight into Microsoft technologies such as Windows 7 and 8 by virtue of working in tandem with Infosys on Microsoft s workplace services outsourcing engagement. CSC. CSC is a broad-based outsourcing supplier with significant activities in workplace services. CSC offers a very strong current offering marked by a solid global delivery capability and very high customer reference scores. Among its strengths in its market presence are relative strengths in local-area network (LAN) and voice services. CSC s ongoing transformation should encourage potential customers with its ability to match its strong current capabilities with an improving strategy. CSC brings a sophisticated approach to automation in its workplace services engagements, using its partnership with ServiceNow and its capabilities in IT service management (ITSM) tools like BMC Remedy. GWA. The Getronics Workspace Alliance represents a consortium of nine companies: Getronics, KPN, SPIE, CompuCom Systems, AGCN, NTT Data Getronics, ServiceOne, Tecnocom, and Getronics Latin America (LATAM). Largely by virtue of CompuCom, a longtime player in the North American market, GWA had the largest North American market presence of any supplier in our analysis. CompuCom purchased Getronics North American operations in GWA s strong history in workplace services is manifested by its very strong services market presence, an element of overall market presence in which it registered the highest score of any supplier evaluated by a significant margin. The supplier also enjoys great strength in specific core workplace service elements such as desktop management, help desk, field support, and others. GWA offers a full range of tiered support options and is a good choice for customers seeking a supplier with high maturity and broad geographic capability. Dell. Paralleling its emergence as a major player in Wintel technologies, Dell has become a significant supplier of workplace services with a strong market presence in North America only two suppliers had a higher score for service market presence in the region. The company

13 The Forrester Wave : North American Workplace Services, Q is also enjoying strong overall growth in North America. Dell s investment in supporting its strategy is a strong point of its overall strategy, pointing to a more vibrant future, assuming the company is not disrupted by founder Michael Dell s plans to go private (or be acquired by another entity in the process). The company also has a strong focus on continuous improvement. Help desk and field service are two specific areas of service in which Dell is particularly strong. Dell has a very strong position in terminal services given its acquisition of thin client leader Wyse in Wyse s capabilities complement Dell s own desktop virtualization solution based on Citrix/Xen technology. CGI. CGI offers a very strong delivery model for North American customers by virtue of its locations in Canada (including Saskatchewan, Quebec, and Nova Scotia) and globally (e.g., Basingstoke, UK and Bangalore, India). CGI has rough equivalence in revenues across the US and Canada. CGI extends it reach globally with field support partners for the benefit of North American customers with extended geographic operations. Because CGI s acquisition of Logica occurred in the midst of our research process, our analysis focuses on CGI, not the combined capabilities of the two companies. Desktop virtualization, BYOD, and Apple in the enterprise are the three primary trends guiding CGI s strategy. CGI does a significant amount of business in governments, both in Canada as well as the US, representing more than a third of its total business. Supplemental Material Online Resource The online version of Figure 4 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 three 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. Customer reference calls. To validate product and vendor qualifications, Forrester also conducted reference calls with three of each vendor s current customers. 2 Executive briefings. Forrester held briefing calls with all the vendors to give executives an opportunity to elaborate on their workplace services strategies and offerings.

14 The Forrester Wave : North American Workplace Services, Q 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. Survey Methodology Forrester s Forrsights Budgets And Priorities Tracker Survey, Q was fielded to 3,753 IT executives and technology decision-makers located in Australia, Brazil, Canada, China, France, Germany, India, Indonesia, Japan, Malaysia, Mexico, the Philippines, New Zealand, Russia, Singapore, the UK, and the US from small and medium-size business (SMB) and enterprise companies with 100 or more employees. This survey is part of Forrester s Forrsights for Business Technology and was fielded from August 2012 to November LinkedIn Research Network fielded this survey online on behalf of Forrester. Survey respondent incentives include gift certificates and research reports. We have provided exact sample sizes in this report on a questionby-question basis. Forrester s Forrsights Services Survey, Q was fielded to 1,058 IT executives and technology decision-makers located in Canada, France, Germany, the UK, and the US from enterprise companies with 1,000 or more employees. This survey is part of Forrester s Forrsights for Business Technology and was fielded during May and June LinkedIn Research Network fielded this survey online on behalf of Forrester. Survey respondent incentives include gift certificates and research reports. We have provided exact sample sizes in this report on a question-by-question basis. Each calendar year, Forrester s Forrsights for Business Technology fields business-to-business technology studies in more than 17 countries spanning North America, Latin America, Europe,

15 The Forrester Wave : North American Workplace Services, Q and developed and emerging Asia. For quality control, we carefully screen respondents according to job title and function. Forrester s Forrsights for Business Technology ensures that the final survey population contains only those with significant involvement in the planning, funding, and purchasing of IT products and services. Additionally, we set quotas for company size (number of employees) and industry as a means of controlling the data distribution and establishing alignment with IT spend calculated by Forrester analysts. Forrsights uses only superior data sources and advanced data-cleaning techniques to ensure the highest data quality. We have illustrated only a portion of survey results in this document. To inquire about receiving full data results for an additional fee, please contact Forrsights@forrester.com or your Forrester account manager. Endnotes 1 Of the three principal pillars of workplace services, desktop management, field support and help desk, the proportion of these objects under management varies between suppliers in our North American Workplace Services Forrester Wave and suppliers in our EMEA Workplace Services Forrester Wave. For example, the ratio of help desk seats to desktop management seats in North America is 2.0 while the ratio in EMEA is 1.3, according to Forrester estimates. 2 For one vendor, we only spoke with two references.

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