The Forrester Wave™: Unified Endpoint Management, Q4 2019 · Product roadmap Roadmap execution Revenue growth Product support and services Partner ecosystem Market presence Customer

The Forrester Wave™: Unified Endpoint Management, Q4 2019The 13 Providers That Matter Most And How They Stack Up

by Andrew HewittNovember 11, 2019

LiceNsed by ibm

ForrESTEr.coM

Key TakeawaysVMware, IBM, citrix, Microsoft, And MobileIron Lead The PackForrester’s research uncovered a market in which Vmware, ibm, citrix, microsoft, and mobileiron are Leaders; blackberry, sophos, and matrix42 are strong Performers; ivanti, manageengine, and 42Gears are contenders; and baramundi software and snow software are challengers.

End User Experience And Modern Management Migration Are Key DifferentiatorsAs the importance of employee experience (eX) grows, providing a flexible workspace experience across a variety of devices, apps, and locations becomes paramount. Vendors that can provide advanced modern management, identity, and threat capabilities across traditional and mobile endpoints position themselves to successfully deliver secure, user-friendly Uem experiences to their customers.

Why Read This Report

in our 23-criterion evaluation of unified endpoint management (Uem) providers, we identified the 13 most significant — 42Gears, baramundi software, blackberry, citrix, ibm, ivanti, manageengine, matrix42, microsoft, mobileiron, snow software, sophos, and Vmware — and researched, analyzed, and scored them. This report shows how each provider measures up and helps infrastructure and operations (i&O) professionals make the right choice.

© 2019 Forrester Research, inc. Opinions reflect judgment at the time and are subject to change. Forrester®, Technographics®, Forrester Wave, TechRadar, and Total economic impact are trademarks of Forrester Research, inc. All other trademarks are the property of their respective companies. Unauthorized copying or distributing is a violation of copyright law. [email protected] or +1 866-367-7378

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Table Of contents

Leading UEM Tools Effectively Balance EX, Management, And Security

Evaluation Summary

Vendor Offerings

Vendor Profiles

Leaders

strong Performers

contenders

challengers

Evaluation Overview

Vendor inclusion criteria

Supplemental Material

Related Research documents

embrace modern management To improve employee experience

Now Tech: Unified endpoint management, Q2 2018

Transform insights into A better employee Technology experience

FOR iNFRAsTRUcTURe & OPeRATiONs PROFessiONALs

The Forrester Wave™: Unified Endpoint Management, Q4 2019The 13 Providers That Matter Most And How They Stack Up

by Andrew Hewittwith stephanie balaouras, Renee Taylor, and diane Lynch

November 11, 2019

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© 2019 Forrester research, Inc. unauthorized copying or distributing is a violation of copyright law. [email protected] or +1 866-367-7378

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The 13 Providers That Matter Most And How They Stack Up

Leading Uem Tools effectively balance eX, management, And security

Forrester’s employee experience index (eXi) shows that technology plays a decisive role in driving employee engagement.1 customers increasingly see Uem as a critical piece of their digital employee experience strategies because of the need to provide secure access to task-critical information regardless of device, app, or location. Vendors have responded to this new eX focus with enhanced Os and app flexibility; improved authentication tools; and features to improve productivity, such as microapps. but although eX is the top buying criterion, management and security still matter. specifically, i&O teams are looking for vendors to help them embed modern management and Zero Trust within their end user computing environments.2 Vendors have responded to that need with modern management migration tools, new partnerships with device manufacturers, risk-based security features, and native threat detection capabilities.

Unified endpoint management customers should look for providers that:

› Enable a better digital employee experience. The happiest employees are those who can make progress every single day.3 Uem solutions that offer a unified workspace are well positioned to enable a productive working experience, with features that limit unnecessary context switching, ease authentication friction, and enable employees to choose their management mode — mobile application management (mAm)-only versus mobile device management (mdm)-enrolled. customers looking for robust end user experience analytics tools won’t (yet) find them among Uem providers, but some vendors have announced that they’re moving in this direction over the next year.

› Provide a path to modern management. modern management is a strategy for device and app management that leverages cloud-based APis, self-service, and automation to improve end user computing manageability.4 most Uem providers help customers make this transition through coexistence with third-party client management tools and standalone group policy object migration tools. Leading providers offer more-differentiated tools, including native peer-to-peer Os and patch distribution. They also leverage partners to provide unique capabilities, such as in-factory configuration and deployment of Pcs, removing the need for in-house imaging.

› offer advanced security capabilities natively. convergence of endpoint management and security tools continued this year as multiple Uem vendors acquired third-party solutions to improve threat prevention, detection, and response. Leading vendors in this evaluation already provide this capability natively across both mobile and traditional endpoints. conditional access capabilities also remain a major area of differentiation, with leading vendors now leveraging risk-based scoring to inform conditional access policies.




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evaluation summary

The Forrester Wave™ evaluation highlights Leaders, strong Performers, contenders, and challengers. it’s an assessment of the top vendors in the market and doesn’t represent the entire vendor landscape. you’ll find more information about this market in the Forrester reports “embrace modern management To improve employee experience,” “The Forrester Tech Tide™: digital Workspace Tech For employee App enablement, Q2 2019,” and “Now Tech: Unified endpoint management, Q2 2019.”

We intend this evaluation to be a starting point only and encourage clients to view product evaluations and adapt criteria weightings using the excel-based vendor comparison tool (see Figure 1 and see Figure 2). click the link at the beginning of this report on Forrester.com to download the tool.




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FIGUrE 1 Forrester Wave™: Unified endpoint management, Q4 2019

Challengers Contenders LeadersStrong

Performers

Strongercurrentoffering

Weakercurrentoffering

Weaker strategy Stronger strategy

Market presence*

*A gray bubble indicates a nonparticipating vendor.

42Gears

Baramundi Software

BlackBerry

Citrix

IBM

Ivanti

ManageEngine

Matrix42

Microsoft

MobileIron

Snow Software

Sophos

VMware

Uni�ed Endpoint ManagementQ4 2019




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FIGUrE 2 Forrester Wave™: Unified endpoint management scorecard, Q4 2019

42Gea

rs

Baram

undi S

oftw

are

BlackB

erry

Citrix

IBM

Ivant

i*

Man

ageE

ngine

1.86

1.88

2.20

1.50

1.80

1.00

1.00

5.00

1.00

3.00

1.00

1.00

1.00

1.00

1.00

1.53

0.61

2.80

1.50

1.60

1.00

1.00

3.00

5.00

1.00

1.50

1.00

3.00

1.00

1.00

3.22

3.54

2.40

3.60

3.20

3.00

3.00

1.00

3.00

5.00

3.00

3.00

1.00

3.00

5.00

3.65

4.02

2.80

4.00

4.00

5.00

5.00

1.00

3.00

3.00

2.50

3.00

1.00

3.00

3.00

4.10

4.02

4.20

4.10

4.00

5.00

3.00

3.00

3.00

5.00

3.00

3.00

3.00

3.00

3.00

2.81

2.07

4.20

2.40

1.80

1.00

3.00

1.00

3.00

1.00

2.50

1.00

5.00

1.00

3.00

2.37

2.10

3.60

1.50

2.00

1.00

3.00

3.00

3.00

1.00

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1.00

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1.00

weight

ing

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ster’s

50%

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50%

30%

30%

10%

10%

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0%

25%

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25%

Current offering

Employee experience (EX)

Management capabilities

Security features

Strategy

Product roadmap

Roadmap execution

Revenue growth

Product support and services

Partner ecosystem

Market presence

Customer count

Windows 10 customer count

Devices under management

Revenue

All scores are based on a scale of 0 (weak) to 5 (strong).

*Indicates a nonparticipating vendor.




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FIGUrE 2 Forrester Wave™: Unified endpoint management scorecard, Q4 2019 (cont.)

Mat

rix42

Micr

osof

t

Mob

ileIro

n

Snow S

oftw

are

Sopho

s

VMwar

e

3.09

3.00

3.20

3.10

2.60

3.00

3.00

3.00

3.00

1.00

2.00

3.00

3.00

1.00

1.00

3.45

2.56

4.00

4.10

4.00

5.00

5.00

3.00

1.00

3.00

5.00

5.00

5.00

5.00

5.00

3.70

3.78

3.40

3.90

3.40

3.00

3.00

1.00

5.00

5.00

3.00

3.00

3.00

3.00

3.00

1.36

1.60

1.40

1.00

1.40

1.00

1.00

3.00

3.00

1.00

1.00

1.00

1.00

1.00

1.00

2.80

2.80

1.60

4.00

3.20

3.00

3.00

3.00

5.00

3.00

2.00

1.00

3.00

1.00

3.00

4.26

4.66

4.60

3.40

4.60

5.00

5.00

3.00

3.00

5.00

5.00

5.00

5.00

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weight

ing

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ster’s

50%

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30%

10%

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0%

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Current offering

Employee experience (EX)

Management capabilities

Security features

Strategy

Product roadmap

Roadmap execution

Revenue growth

Product support and services

Partner ecosystem

Market presence

Customer count

Windows 10 customer count

Devices under management

Revenue

All scores are based on a scale of 0 (weak) to 5 (strong).




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Vendor Offerings

Forrester included 13 vendors in this assessment: 42Gears, baramundi software, blackberry, citrix, ibm, ivanti, manageengine, matrix42, microsoft, mobileiron, snow software, sophos, and Vmware (see Figure 3).

FIGUrE 3 evaluated Vendors And Product information

Vendor Product evaluated

42Gears

Baramundi Software

BlackBerry

Citrix

IBM

Ivanti

ManageEngine

Matrix42

Microsoft

MobileIron

Snow Software

Sophos

VMware

42Gears UEM

Baramundi Management Suite

BlackBerry UEM

Citrix Endpoint Management

IBM MaaS360

Unied Endpoint Manager

ManageEngine Desktop Central

Matrix42 Workspace Management for UEM

Enterprise Mobility + Security (EMS)

MobileIron Zero Trust Platform

Snow Device Manager

Sophos Central

Workspace ONE




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Vendor Profiles

Our analysis uncovered the following strengths and weaknesses of individual vendors.

Leaders

› VMware continues to innovate in EX and modern management. Vmware combines endpoint management (Workspace ONe Uem, powered by AirWatch), virtual desktops and apps, and identity capabilities to form the Workspace ONe digital workspace platform. despite having the largest market presence in this evaluation, Vmware continues to grow at a fast rate. This is largely due to investments that make it easier for customers to embrace modern Windows 10 management, such as its differentiated dell Provisioning for Workspace ONe capability, which enables computing teams to significantly automate deployment of Windows Pcs.

Vmware’s commitment to eX remains strong. The company supports a wide array of operating systems and form factors, delivers a robust single sign-on (ssO) experience, and offers unique productivity capabilities within its product information management (Pim) apps, such as mobile Flows. We didn’t factor Vmware’s upcoming end user experience analytics tools into this evaluation, but they’ll bolster the company’s eX credibility. While Vmware’s Zero Trust strategy lacks some of the features of the competition, such as native threat detection, its upcoming release of risk-based conditional access and recent acquisition of carbon black will significantly enhance its standing in Zero Trust. customer references expressed satisfaction with Vmware overall but cited a need for the company to develop better documentation for newly released features.

› IBM’s MaaS360 combines comprehensive UEM with proactive insights. ibm’s solution offers deep management and application delivery capabilities across a wide variety of endpoints, notably, chromeOs and Windows 7. ibm identity and ibm Trusteer are directly integrated and add additional value to the product in the areas of identity and access management (iAm) and threat prevention, respectively. This combination of multiple market-leading capabilities at a competitive price makes ibm maas360 exceptionally valuable for the small and medium-size business (smb) customer. The product has significant traction with telcos, which has contributed to maas360’s steady revenue growth rate and enabled it to expand to emerging markets such as Latin America.

Although ibm sold bigFix to HcL in 2018, maas360 has retained most of its robust client management functionality natively, with the exception of some third-party patch management capabilities. This makes ibm one of the most fully featured management products on the market today. customer references raved about the ease of use of the maas360 console, citing its ability to proactively help admins improve the environment in response to new Os APi releases and new threats. The solution also comes with many out-of-the-box templates for specific use cases or industries. However, ibm lacks a fully unified digital workspace. despite offering user-based risk assessment functionality, it offers limited capabilities to analyze end user experience.




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› citrix is laser focused on improving employee experience. citrix endpoint management (cem, formerly Xenmobile) is well integrated with citrix Workspace, which combines device management, application access, identity management, and networking to deliver a unified digital workspace. The solution has one of the best workspace experiences in this evaluation, with comprehensive app support, self-service features, and access to all content repositories, whether on-premises or in the cloud. While we didn’t factor it into this evaluation, citrix’s sapho acquisition in November 2018 will further enhance its Workspace offering once it’s generally available. by embedding microapps directly into the workspace, citrix will enable employees to take actions, such as approving an expense report, directly in the workspace.

citrix supplements its leadership in eX with strong security capabilities, such as risk-based conditional access (via citrix Analytics), derived credentials support, and browser isolation for unmanaged device use cases. The company’s management capabilities are maturing but lag the competition, with notable gaps in support for in-factory provisioning of Windows devices, peer-to-peer (P2P) distribution, and patch management. customer references report that citrix customer support is improving but still needs a better escalation process beyond tier 1 support.

› Microsoft offers a path for customers to embrace modern management using Azure. enterprise mobility + security (ems) is a bundle of microsoft products that includes Advanced Threat Analytics, Azure Ad Premium, Azure information Protection, cloud App security, intune, and system center configuration manager (configmgr). ems continues to grow at a rapid rate and is one of the most highly deployed Uem products in this evaluation. Organizations frequently deploy intune at scale in large environments with more than 200,000 users, a testament to the product’s ability to scale rapidly.

microsoft’s commitment to constant cloud releases means customers can expect consistent improvement in the product’s functionality. in the past year, microsoft released notable differentiating features such as the white-glove AutoPilot service, risk-based conditional access via microsoft defender Advanced Threat Protection, desktop Analytics, security baselines, and a feature called secure score, which enables admins to get insights on how to improve the security of their environment. The solution still has some notable gaps, such as chromeOs support. customer references cited microsoft’s need to improve its reporting capabilities, and more than one reference expressed frustration with intune’s tier 1 support.

› MobileIron enables Zero Trust with mobile at the center. mobileiron’s vision is to make the mobile device the center of enterprise security, and the company’s portfolio of products, which includes Unified endpoint management, mobileiron Access, and mobileiron Threat defense, positions it well to do so. As the only pure-play Uem vendor in the market, mobileiron relies heavily on its partner ecosystem, comprising hundreds of technology integrations, thousands of channel partners, and the broadest telco channel in this evaluation.




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A historic leader in mdm, mobileiron has invested heavily to improve its support for unmanaged device scenarios (i.e., mAm-only). New capabilities such as zero sign-on (ZsO), which enables access to enterprise resources without a password, and Appstation, a mAm-only solution with integrated threat defense, will enable mobileiron to expand its addressable market to contractors, seasonal workers, and frontline workers. mobileiron’s eX and management capabilities are also strong but have some notable shortcomings, such as lack of a unified workspace experience and no chrome Os support. customer references reported that mobileiron has improved its support function greatly over the past year, driving a high Net Promoter score (NPs) score as a result, but that reporting capabilities still need improvement.5

Strong Performers

› BlackBerry delivers advanced security capabilities through risk-based analysis. blackberry Unified endpoint management offers many advanced device and app management features for mobile devices, including secure Os containerization and ssO capabilities. customers frequently look to blackberry for its secure connectivity service as well as the strong app and data-level security features included with the platform. While its revenue growth is lower than that of others in this evaluation, blackberry continues to have one of the larger market presences, particularly in industries such as government and financial services.

blackberry recently released capabilities to automatically adjust access levels based on risk. The platform supports risk scoring through variables such as geographic location, network trust, time, and usage anomalies. Uniquely, blackberry can restrict specific app functionality based on this data. blackberry is also planning to natively integrate cylance threat detection into the mdm product in its next release. The company has improved its modern Windows 10 management capabilities over the past year, with tools like Group Policy Object (GPO) migration now available, but still lags in traditional client management in comparison with the competition. customer references expressed frustration that blackberry’s support team doesn’t keep up with current releases and is too slow to escalate.

› Sophos offers tightly integrated security and management capabilities. sophos’s Uem solution, sophos mobile, is especially suited for security-minded smbs with limited technology management resources. The product is part of the sophos central platform, which provides strong synchronized security capabilities, such as endpoint protection, server protection, encryption, phishing education, web and email filtering, and firewall. This makes sophos an ideal solution for organizations looking to pursue a Zero Trust security strategy from a Uem perspective.

sophos is the only vendor in this evaluation to provide anti-malware, anti-ransomware, and anti-exploit capabilities natively for both macOs and Windows 10 devices. mobile threat detection is available in sophos central. customer references reported high levels of satisfaction with the product and support, citing specific events where sophos support teams worked relentlessly to remediate threats such as Trickbot. sophos’s management capabilities lag in a few key areas,




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such as lack of modern management migration tools and little traditional client management functionality. The solution’s conditional access capabilities don’t include risk-based scoring, but that feature is on the roadmap for future releases.

› Matrix42 supplements its strong management capabilities with endpoint security. Unified endpoint management is part of matrix42’s larger Workspace management suite, which includes a unified console (known as Unified User experience) for iT service management (iTsm), software asset management, iAm, and endpoint security. The company has aggressively expanded the scope of its offering in the past year and now includes capabilities for data loss prevention (dLP) through its acquisition of egosecure as well as out-of-the-box integration with ensilo for threat prevention, detection, and response. based in Germany, the company primarily operates in europe but has a sizable presence in Asia Pacific.

matrix42’s commitment to employee experience is evident through its robust enterprise app store experience, which includes strong license, asset, and service management integrations. Uniquely, matrix42’s workspace enables employees to order key assets, such as devices, monitors, keyboards, and other tools. The company also has a strong vision for end user experience analysis and is well positioned to balance the experience, management, and security needs of its customers. While matrix42 offers a self-service portal, it adds some unnecessary steps to basic workflows, such as user enrollment, creating additional complexity that some customers may find undesirable. customer references were mostly positive about matrix42, though some reported that the stability of the platform needs improvement, especially at scale.

contenders

› Ivanti offers granular security, performance, and inventory analysis capabilities. ivanti is the result of a merger between Heat software and Landesk in January 2017. Unified endpoint manager (formerly Landesk management suite) utilizes a blended agent and mdm-based approach to endpoint management, which makes the process for adopting modern management much easier with ivanti. The vendor is based in the Us but serves a large number of its clients in emeA in industries such as financial services, manufacturing, and retail.

ivanti offers strong client management capabilities for Windows 10, including a large library of Powershell scripts, remote control support, and patch management analysis. Notably, the solution also includes malware and ransomware detection. Via mQTT, ivanti’s Real-Time intelligence feature enables admins to query important security, health, and inventory variables for the purpose of troubleshooting and remediation. While ivanti supports iAm and mobile management, it lacks some of the advanced features of competitors, such as ssO and containerization. ivanti declined to participate in the full Forrester Wave evaluation process.

› ManageEngine excels in traditional and modern device management. its desktop central product is a combined enterprise mobile management (emm) and client management tool (cmT) solution that sits under the umbrella of the larger firm Zoho. The Us-based vendor primarily serves




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North American customers but has a sizable client base around the world. Though the company has a small market presence compared with most of its competitors, it’s one of the fastest-growing vendors in the market today, primarily serving the midmarket segment (500 or more devices).

manageengine has a strong solution for client management of chromeOs, macOs, and Windows 10, featuring granular patching capabilities that include third-party patch management, legacy software deployment, and a unique Os deployer that enables fast imaging irrespective of the hardware. The solution also has native vulnerability management and browser security. customer references report that support is good. Although some references cited frustration that they needed to purchase two different licenses to manage traditional and mobile endpoints, manageengine recently released functionality to enable customers to combine licensing under a single sKU and is actively migrating customers to a single-license model.

› 42Gears is expanding its functionality to serve use cases beyond kiosk mode. based in bengaluru, india, 42Gears offers a suite of Uem functionality that includes Astrocontacts Pim apps, the sureFox browser, the sureLock kiosk, suremdm, and sureVideo digital signage. The company primarily serves customers in the Us but has a sizable Asia Pacific and emeA presence as well. customers most commonly deploy 42Gears as a way to lock down a single app into kiosk mode for use in home security systems, printing terminals, restaurant ordering stations, and more.

in the past year, the vendor has expanded its capabilities beyond kiosk-mode use cases to better serve the needs of knowledge and frontline workers. The company has invested significantly in client management tools, in-house mobile threat detection, support for a wide variety of operating systems and form factors, and integration with the microsoft Graph APi. The solution lacks some key functionality, such as native multifactor authentication (mFA) support, mAm-only support, modern management migration tools, and native endpoint security tools. customer references outside of india noted that 42Gears support needs to improve, scalability is a challenge, and the vendor’s product roadmap is inconsistent and confusing.

challengers

› Baramundi Software helps customers gain better control over Windows updates. baramundi management suite is an on-premises Uem product with support for Android, iOs devices, macOs, and Windows. based out of Augsburg, Germany, baramundi primarily serves clients in europe but has recently expanded to the Us. customers that have no dedicated tools for Windows and patch management in-house, have small Pc environments (fewer than 20,000 devices), and deal with budget constraints look to baramundi. many nonprofit and local government agencies utilize baramundi to gain more control over Windows updates, remote devices, and third-party patching.

baramundi has a unique approach to Pc management that enables it to deploy updates, packages, and patches to both domain-joined and over-the-air remote endpoints from a single workflow. customers appreciated the number of prepackaged Windows updates available out of the box and remarked that baramundi’s Automation studio makes it easy to deploy scripts without




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much expertise. All customer references reported that baramundi support is outstanding, even in the Us. The solution lacks granular device management capabilities for non-Windows operating systems. Notable gaps in functionality exist in areas like identity and access management, ssO, mAm-only, modern bulk provisioning, and device security (FileVault isn’t available, for example).

› Snow Software leads the UEM market in software asset management. snow device manager (sdm) is one piece of the broader snow software platform that includes tools for license management, spend optimization, risk governance, and service management. based out of stockholm, the company serves clients primarily in europe but has a sizable customer base in Latin America. After a change in leadership over the past year and a heavy investment to transform the legacy sdm product into a fully software-as-a-service (saas) product, snow has returned to growth and serves industries such as government, transportation, and healthcare.

snow’s enterprise app store is one of the most fully featured in this evaluation and includes advanced license management capabilities, such as approval workflows, subscription optimization tools, the ability to revoke licenses based on usage, and support for hardware procurement. snow’s focus on software asset management means it lacks advanced eX, management, and security functionality. Notable gaps exist in Os support, ssO, mFA, mAm-only, traditional client management, and modern management migration. The solution supports only basic endpoint security functionality and lacks more-advanced capabilities, such as anti-malware, mobile threat detection, and conditional access based on multiple criteria.

evaluation Overview

We evaluated vendors against 23 criteria, which we grouped into three high-level categories:

› current offering. each vendor’s position on the vertical axis of the Forrester Wave graphic indicates the strength of its current offering. Key criteria for these solutions include device flexibility, bring-your-own-device (byOd) enrollment, ssO, mFA, enterprise app store, workspace experience, management flexibility, end user experience analysis, traditional client management, modern device management, deployment automation, modern management migration, management console, reporting and analytics, endpoint security, conditional access, mobile security, and certificate authentication.

› Strategy. Placement on the horizontal axis indicates the strength of the vendors’ strategies. We evaluated product vision, roadmap execution, revenue growth, product support and services, and partner ecosystem.

› Market presence. Represented by the size of the markers on the graphic, our market presence scores reflect each vendor’s customer count, Windows 10 customer count, devices under management, and revenue.




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Vendor Inclusion criteria

Forrester included 13 vendors in the assessment: 42Gears, baramundi software, blackberry, citrix, ibm, ivanti, manageengine, matrix42, microsoft, mobileiron, snow software, sophos, and Vmware. each of these vendors:

› Meets revenue and general availability requirements. evaluated vendors have at least $15 million in annual revenue from the Uem product. The product had to be generally available on October 1, 2019. We didn’t factor any functionality added after this date into this evaluation.

› Has the ability to provide customer references. We asked evaluated vendors to supply three customer references that are using the Uem product. Forrester conducted 30-minute phone calls with each customer reference supplied.

› Supports both mobile and desktop endpoints. each vendor in the evaluation can enroll and set policy for both mobile (Android and iOs) and desktop (mac Os and Windows 10) devices.

› Has mindshare among Forrester’s enterprise clients. These offerings appear frequently in Forrester client inquiries, shortlists, consulting projects, and case studies.




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supplemental material

online resource

We publish all our Forrester Wave scores and weightings in an excel file that provides detailed product evaluations and customizable rankings; download this tool by clicking the link at the beginning of this report on Forrester.com. We intend these scores and default weightings to serve only as a starting point and encourage readers to adapt the weightings to fit their individual needs.

The Forrester Wave Methodology

A Forrester Wave is a guide for buyers considering their purchasing options in a technology marketplace. To offer an equitable process for all participants, Forrester follows The Forrester Wave™ methodology Guide to evaluate participating vendors.

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in our review, we conduct primary research to develop a list of vendors to consider for the evaluation. From that initial pool of vendors, we narrow our final list based on the inclusion criteria. We then gather details of product and strategy through a detailed questionnaire, demos/briefings, and customer reference surveys/interviews. We use those inputs, along with the analyst’s experience and expertise in the marketplace, to score vendors, using a relative rating system that compares each vendor against the others in the evaluation.

We include the Forrester Wave publishing date (quarter and year) clearly in the title of each Forrester Wave report. We evaluated the vendors participating in this Forrester Wave using materials they provided to us by september 11, 2019, and did not allow additional information after that point. We encourage readers to evaluate how the market and vendor offerings change over time.

in accordance with The Forrester Wave™ Vendor Review Policy, Forrester asks vendors to review our findings prior to publishing to check for accuracy. Vendors marked as nonparticipating vendors in the Forrester Wave graphic met our defined inclusion criteria but declined to participate in or contributed only partially to the evaluation. We score these vendors in accordance with The Forrester Wave™ And The Forrester New Wave™ Nonparticipating And incomplete Participation Vendor Policy and publish their positioning along with those of the participating vendors.

Integrity Policy

We conduct all our research, including Forrester Wave evaluations, in accordance with the integrity Policy posted on our website.

endnotes1 Forrester classifies technology within the “enablement” factors that drive better employee engagement. To learn more

about the eXi, see the Forrester report “introducing Forrester’s employee experience index.”

2 see the Forrester report “Future-Proof your digital business With Zero Trust security.”

3 see the Forrester report “The ciO’s Guide To employee experience.”

4 For more information on modern management as well as the roadmap for getting there, see the Forrester report “embrace modern management To improve employee experience.”

5 Net Promoter and NPs are registered service marks, and Net Promoter score is a service mark, of bain & company, inc., satmetrix systems, inc., and Fred Reichheld.

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