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1 Global Headquarters: 5 Speen Street Framingham, MA USA P F C O M P E T I T I V E A N A L Y S I S W o r l d w i d e C l i e n t l e s s R e m o t e S u p p o r t S o f t w a r e V e n d o r S h a r e s : T o p 6 M a r k e t S h a r e L e a d e r s Rob Brothers Stacy K. Crook Ben Hoffman I N T H I S E X C E R P T The content for this excerpt was taken directly from the IDC Competitive Analysis: Worldwide Clientless Remote Support Software 2012 Vendor Shares: Top 6 Market Share Leaders by Rob Brothers, Ben Hoffman, and Stacy K. Crook. (Doc # ). All or parts of the following sections are included in this excerpt: IDC Opinion, In This Study, Situation Overview, Future Outlook, Essential Guidance, and Synopsis. Also included are Table 1 and Figure 1. I D C O P I N I O N This study reviews the market share leaders in the clientless remote support software market. This market is currently dominated by the top 6 market participants. Key trends in the hardware support and deployment services market include the following: Continued robust growth in the market overall. The market grew over 16%, with Rsupport and Bomgar seeing the largest gains, at 40% and 34.3%, respectively. Citrix also saw significant growth, with a 19.8% gain last year. Citrix and WebEx are still the overwhelming market leaders, with 34.1% and 23.6% market shares, respectively. Mobility, king for remote clientless support vendors. Top of mind for most vendors in this space is enabling support both to and from smartphones and tablets. Enterprise IT departments have become more accepting of the fact that BYOD is here to stay, and therefore, they will need to support a diversity of mobile devices in their work environment. Clientless remote support tools are now a primary option for supporting enterprise mobile devices. New means for instantly connecting to support technicians. Vendors are including features such as instant click-to-call functionality, chat capabilities, or Web browser based applications to enable customers and employees to quickly and easily initiate a session with a support technician. Combined with the integration of mobile functionality, these features facilitate the resolution of issues anytime and anywhere, in a quick and user-friendly manner. I N T H I S S T U D Y This IDC study presents the top 6 market share leaders for 2012 in the worldwide clientless remote support software market. Filing Information: June 2013, IDC #241656, Volume: 1 Mobile Enterprise Software: Competitive Analysis

2 C l i e n t l e s s R e m o t e S u p p o r t S o f t w a r e T o o l s M a r k e t D e f i n i t i o n Clientless remote support software tools are applications that allow one device to stream the contents of its screen to another device via an Internet connection. These tools give IT support specialists the ability to remotely control devices from almost any system that can access the Web. Most of these solutions include the ability to support PC and Mac-based devices; however, remote support of mobile operating system (OS)-based devices is more limited today. Clientless remote support software tools differ from remote control software because they do not require client software to be pre-installed on the host machine to connect to the guest device. They differ from remote access services solutions in that they have a specific set of functionality that is geared toward an IT professional. Clientless remote support software tools are commonly sold in a subscription model, although licensed software and hardware appliances are also available. S I T U A T I O N O V E R V I E W With the massive uprising in tablet and smartphone technologies as well as the increasing mobility of today's workforce, remote support tools have become a necessity within the enterprise IT arsenal. Tablets and smartphones alike have exploded on the scene because of SaaS-based and cloud-based solutions. The proliferation of devices showing up on corporate networks requires that IT addresses two key questions: Do we support these assets, and if so, how? Small and mediumsized businesses (SMBs) are dealt the hardest blow in the age of mobility; that is to say, they generally have little or no IT staff and are left to deal with support much more on an ad hoc basis compared with enterprises. Large corporations are adopting remote support solutions because of their scalability to meet business cycles and lack of necessity for a large up-front investment and deployment. Corporate IT departments see the ability to support an asset anytime from anywhere as extremely attractive. This technology also enables multitasking on the engineer's part. If a technician is in a datacenter working on a server and has a mobile device, the technician will have the ability to log in to other support sessions outside the datacenter. Today's workforce is highly savvy when it comes to mobility. Having clientless remote support tools creates a comfort factor for companies as it allows companies to more tightly secure and control devices that sit on or access their networks and also enables them to quickly and effectively address the needs and issues that their business customers are having from a mobility standpoint. In addition, growing markets such as the SMB, SOHO, and consumer segments have an increased need for remote IT support. These groups usually have little or no IT infrastructure support, but they encounter the same frustrations that all users face from time to time. Hence these support tools are being used by "independent" support providers to help small business get the support only corporate companies are used to. # IDC

3 As the consumerization of IT continues to gain momentum over the next several years, IT professionals will be asked to support new device types. The challenge for vendors building these solutions is the sheer number of device types and operating systems in the mobile ecosystem. There exists a challenge to keep up with all of the latest device releases, and each mobile OS requires a different level of manageability. Another consideration for vendors in this space is that many mobile enterprise management (MEM) companies offer remote control/help desk type capabilities through their products. For the most part, however, these vendors offer partnering opportunities as not all MEM vendors have built this capability themselves and, even if they have, they would likely find other capabilities in standalone remote support solutions that would be complementary to their feature set. An example of this is remote support solutions that include features such as integration with a help desk ticketing system, whereas a typical MEM system may not include that. Remote support vendors can also consider partnering with MEM vendors to augment their own offerings as most IT shops will need to purchase functionality included in both of these types of solutions either in an on-premise or in a hosted model. B u s i n e s s M o d e l s Today, clientless remote support software tools are offered in the business models discussed in the sections that follow. Hosted Solutions Most of the vendors in this market are providing the clientless remote support solution as a hosted application. In this business model, the customer or services provider pays a monthly or annual fee to the vendor for the rights to use the software. This approach has advantages for services providers that intend to use these tools to provide support to their customers because it does not require them to make a significant up-front investment in software or hardware. This model is also easy to scale, as the customer can just add more seats with the hosted software provider. Software Solutions Some vendors are offering the clientless remote support solution under a traditional software licensing model. This model offers advantages for customers that are interested in using this type of solution to support internal employees. Because the software is installed on-premise, it is owned by the enterprise and thus can be deployed behind the corporate firewall, which helps minimize some of the security concerns of the enterprise. Hardware Solutions The final model being used is a hardware model. In this model, the vendor provides the solution as an appliance that can be installed in a company's datacenter. This model avoids the need to install the software on a server but maintains the advantages of being behind the firewall IDC #

4 F U T U R E O U T L O O K M a r k e t S h a r e L e a d e r s The top 6 clientless remote support software tools providers in 2012 are shown in Table 1 and Figure 1. In 2012, Citrix and WebEx were the number 1 and 2 market share leaders, respectively. T A B L E 1 W o r l d w i d e C l i e n t l e s s R e m o t e S u p p o r t S o f t w a r e R e v e n u e b y T o p 6 V e n d o r, Rank Company Enterprise SMB Total Share (%) Growth (%) 1 Citrix 23,200,000 92,800, ,000, WebEx 23,233,264 56,993,685 80,226, LogMeIn 24,984,000 37,476,000 62,460, Bomgar 28,795,749 14,633,041 43,428, Rsupport 11,760,000 5,040,000 16,800, NTRglobal 3,500,000 5,500,000 9,000, Other 4,520,000 7,646,560 12,166, Source: IDC, # IDC

5 F I G U R E 1 W o r l d w i d e C l i e n t l e s s R e m o t e S u p p o r t S o f t w a r e R e v e n u e S h a r e b y T o p 6 V e n d o r, Source: IDC, 2013 Bomgar Bomgar continues its singular focus on technology support to organizations, serving either internal employees or external customers. IDC believes that this singular focus will appeal to customers that are mainly interested in enterprise-grade support solutions. Bomgar's solution is offered as a physical or virtual appliance, so the solution resides inside a customer's firewall, providing an added level of security when supporting end users both inside and outside that firewall. To ensure only authorized parties can access remote systems, Bomgar offers integrations with leading identity management and authentication tools, plus 50+ permission controls that can be administered individually or through group policies. The Bomgar appliance will also capture a full audit trail and video recording of each session, which can be used for compliance and training purposes. In addition to security, Bomgar focuses on developing solutions that enable remote support to and from any platform or device, and its solution can be used to support Windows, Mac, Linux, ios, Android, BlackBerry, and Windows Mobile systems. Some newer features in release 12.3, IDC noted, are centered on new levels of collaboration, embedding their technology directly into applications, and most notably in Web browsers. Help desk technicians can now assist customers through Webbased applications and see exactly where customers may be having issues. This benefits both the end-user customer and the vendor that has developed the Webbased application. The customer gets quicker assistance through the utilization of the embedded tool and since the technician can see the problem, there is less time trying to describe the issue and more time spent resolving it. The vendor also gets a better 2013 IDC #

6 understanding of where it may be able to improve its application by seeing and documenting where customers are having issues. Bomgar continues to improve and enhance its support solution offerings, by listening to its customers and focusing on enterprise- and government-class clients. E S S E N T I A L G U I D A N C E A d v i c e f o r V e n d o r s IDC believes the top 6 vendors, all included within this analysis, will continue to dominate the market. New players in the market such as TeamViewer and SonicWALL offer compelling products but are not yet in a position to meaningfully alter the market shares of the leading companies in this space. That said, IDC believes the top vendors will need to take the following actions in order to maintain their dominance: Prove value for enterprises in weak economic environment. As the economic recovery continues to plod along, enterprises must know what value in cost savings a vendor's clientless remote support solution will bring to their respective organization. Provided that the enterprise has mobility as a key strategic IT agenda item, vendors should certainly push the mobile piece of their solution as a value-adding component. Extend the capabilities of the solution by integrating new features. While vendors have made great strides in terms of adding functionalities around mobility, chat, Web browser accessibility, and more, there are still opportunities to add new features. These can include out-of-the-box customer relationship management integration, more robust knowledge base to resolve tier 1 issues, or further advancements in simplifying the overall user experience. Expand partnerships with managed service providers, mobile device OEMs, and MEM vendors. Vendors seeking a means to expand market share should consider seeking new partnerships. Managed service providers are often viewed by businesses as a trusted advisor on all things mobility and often provide some form of a help desk to assist their business customers. Therefore, a solution that can enable MSPs to facilitate this service more efficiently will be viewed as attractive options for partnerships. Further, OEMs are constantly seeking new ways to make their devices more functional for their enterprise audience and are therefore open to partnerships with companies that have specific focuses on enabling efficiencies within the enterprise ecosystem. The same philosophy holds true with MEM vendors. L E A R N M O R E R e l a t e d R e s e a r c h The Shifting SMB IT Support Market A Research Preview (IDC #WC , May 2013) 4 # IDC

7 Worldwide Remote Access Services and Applications Forecast and 2012 Vendor Shares (IDC #239865, March 2013) Worldwide Clientless Remote Support Software Forecast (IDC #237982, December 2012) Worldwide Business Use Smartphone Forecast Update (IDC #237835, November 2012) Worldwide Mobile Enterprise Management Software Forecast and Analysis and 2011 Vendor Shares (IDC #236835, September 2012) Worldwide Clientless Remote Support Software 2011 Vendor Shares: Top 6 Market Share Leaders (IDC #235223, June 2012) S y n o p s i s This IDC study presents the top 6 market share leaders for 2012 in the worldwide clientless remote support software market. Over the past several years, the market for clientless remote support tools has grown considerably. Each of these providers is approaching the market in a slightly different manner and developing a niche for itself. More competition will begin to work its way into this market space as more devices hit corporate networks and the demand steadily increases. "Remote clientless support vendors understand the criticality of centering the focus on enabling quick, user-friendly support from tablet- and smartphone-wielding technicians to tablet- and smartphone-wielding employees and customers," says Ben Hoffman, research analyst, IDC's Mobile Enterprise Software. "The next step for these vendors is to expand upon their value-adds, or this market will run the risk of commoditization." C o p y r i g h t N o t i c e This IDC research document was published as part of an IDC continuous intelligence service, providing written research, analyst interactions, telebriefings, and conferences. Visit to learn more about IDC subscription and consulting services. To view a list of IDC offices worldwide, visit Please contact the IDC Hotline at , ext (or ) or for information on applying the price of this document toward the purchase of an IDC service or for information on additional copies or Web rights. Copyright 2013 IDC. Reproduction is forbidden unless authorized. All rights reserved IDC #

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