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8/13/2019 TotalEconomicImpactStudyOfSymantecProtectionSuiteEnterpriseEdition DaiNA Cta57149
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A Forrester Total Economic Impact Study Prepared For Symantec
The Total Economic Impact Of Symantec ProtectionSuite Enterprise Edition
Project Director: Sadaf Roshan Bellord
December 2011
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The Total Economic Impact Of Symantec Protection Suite Enterprise Edition
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TABLE OF CONTENTS
Executive Summary ................................................................................................................................................................................. 2Improvement In Vendor Management And Productivity Savings .......................................................................................... 2Factors Affecting Benefits And Costs ............................................................................................................................................. 5Disclosures ........................................................................................................................................................................................... 5
TEI Framework And Methodology ...................................................................................................................................................... 6Analysis ...................................................................................................................................................................................................... 7
Interview Highlights .......................................................................................................................................................................... 7Costs .................................................................................................................................................................................................... 10Benefits ............................................................................................................................................................................................... 13Flexibility............................................................................................................................................................................................ 19Risk ...................................................................................................................................................................................................... 20
Financial Summary ................................................................................................................................................................................ 22Symantec Protection Suite Enterprise Edition: Overview .............................................................................................................. 23Appendix A: Composite Organization Description ....................................................................................................................... 23Appendix B: Total Economic Impact Overview ............................................................................................................................ 24Appendix C: Glossary ........................................................................................................................................................................... 25Appendix D: Endnotes .......................................................................................................................................................................... 26 2011, 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. For additional
information, go to www.forrester.com.
About Forrester Consulting
Forrester Consulting provides independent and objective research-based consulting to help leaders succeed in their organizations. Ranging in
scope from a short strategy session to custom projects, Forresters Consulting services connect you directly with research analysts who apply
expert insight to your specific business challenges. For more information, visit www.forrester.com/consulting.
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Executive Summary
In May 2011, Symantec commissioned Forrester Consulting to examine the total economic impact and potential return
on investment (ROI) enterprises may realize by deploying Symantec Protection Suite Enterprise Edition. The purpose
of this study is to provide readers with a framework to evaluate the potential financial impact of the Symantec
Protection Suite Enterprise Edition on their organizations.
The organizations interviewed noted that through the use of Symantec Protection Suite Enterprise Edition, they have
reduced vendor management costs, improved end user and IT administrative productivity, and enhanced reallocation
of IT human resources. In addition, by using Symantec Workflow, they have eliminated repeatable tasks that led to
additional IT administrative productivity improvement. The risk-adjusted ROI for our composite company with 750
users (see Interview Highlights section for detailed description of customers) is 152%, with a breakeven point (payback
period) after deployment of 15.5 months (see Figure 1).
Improvement In Vendor Management And Productivity SavingsForrester conducted a series of in-depth interviews with four existing Symantec customers. The purpose of these
interviews was to fully understand the challenges that these organizations were facing that led to consolidation of their
security vendors. These organizations varied in size, number of employees, and industries; therefore, we aggregated the
data collected. However, it is important to note that while these customers were doing business across government,
healthcare, and financial services industries, they share common challenges that needed to be addressed due to strict
regulations and compliance requirements applicable to their specific line of business.
Interviews with representative organizations revealed:
In the prior environment, these organizations were using Web, messaging, and endpoint security solutions tocontrol threats and manage incidents. However, the lack of integration across these systems required significant
day-to-day management to address actual incident response.
After implementation, these organizations identified a number of factors that led to IT and end user savings:o Improvement in the number of malicious spam emails reaching the corporate network and decline in
infections caused by users opening infected files or messages.
o Reduction in infected client devices, including decrease in the initial infections and decline in the spread ofan infection to other endpoints.
o Decrease in network traffic spikes and decline in number of infections resulting from users accessingexternal malware sites.
The integration offers protection that extends beyond using Web, messaging, and endpoint separately. During the in-
depth interviews, Forrester used a number of metrics to quantify the financial impact of using Symantec Protection
Suite Enterprise Edition. For the analysis, the following metrics were considered:
The difference in staff allocation to vendor management activities before and after consolidation.
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Improvement in end user downtime. Improvements in IT support efficiency and overall cost of protection.
In addition to the quantified benefits noted above, several organizations noted improvement and leverage in contractnegotiations and support escalation as a major factor that played a key role in their investment decision. Depending on
industry and extent of a breach, the potential cost of these incidents can easily escalate to millions of dollars.
Based on in-depth interviews with four Symantec customers and subsequent financial analysis, we created a composite
organization to model the financial impact of this implementation. We estimated the license and support costs for an
organization with 750 users (see Interview Highlights section for detailed description of customers). Please note that
total benefits and costs are presented as present value (PV) and discounted by 10% (see Framework Assumptions). The
net present value (NPV) calculates the difference in cost and benefits. See Appendix A for a description of the
composite organization. Numbers are rounded throughout the study. Risk-adjusted ROI, costs, and benefits are
illustrated in Table 1.
Table 1
Composite Organization Three-Year Risk-Adjusted ROI1
ROIPaybackperiod
Total benefits(PV)
Total costs(PV)
NPV
152% 15.5 months $434,476 ($172,273) $262,203
Source: Forrester Research, Inc.
Benefits.The composite organization experienced the following benefits that represent those experienced by theinterviewed companies:
o Vendor management cost savings.This benefit represents the reduction in management costs associatedwith running multiple vendors security products.
o IT productivity cost savings.This benefit represents reduction in help desk administrators efforts whenrestoring infected users machines.
o Reduced downtime for end users.This benefit represents improvement in end user productivity when thenumber of infections is controlled across Web, messaging, and endpoint.
o Cost avoidance resulting from reallocation of resources.This benefit represents the savings associated withreallocation of headcount.
o IT productivity gain resulting from Symantec Workflow.This benefit represents the IT productivitygained when using Symantec Workflow solution.
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Costs.The composite organization experienced the following costs:o Software license fees.This cost represents the investment in Symantec licenses and related annual support
fees.
o Internal implementation costs.This category represents IT resources allocated to discovery, testing, andimplementation.
o Training costs.This category represents training costs at initial implementation and Year 2.o Hardware costs.This category represents hardware necessary for implementation.
Table 2
Composite Organization Three-Year Risk-Adjusted Running Totals2
Category Initial Year 1 Year 2 Year 3
Costs ($163,926) ($163,926) ($174,026) ($174,026)
Benefits $113,455 $294,625 $536,345
Source: Forrester Research, Inc.
Figure 1
Composite Organization Three-Year Risk-Adjusted Analysis
Source: Forrester Research, Inc.
$0
$100,000
$200,000
$300,000
$400,000
$500,000
$600,000
Initial Year1 Year2 Year3
Costs
Benefits
Breakevenpointsat
15.5months
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Factors Affecting Benefits And CostsTable 1 illustrates the risk-adjusted financial results that were achieved by the composite organization. The risk-
adjusted values take into account any potential uncertainty or variance that exists in estimating the costs and benefits,
which produces more conservative estimates. The following factors may affect the financial results that an organization
may experience:
Standardizing on a single vendor has simplified integration and ongoing management tasks. Reducing the number of system security incidents as a result of receiving updates and patches accordingly has
been another factor resulting from better integration and communication among various IT groups managing
endpoint, Web, and messaging.
Using Symantec Workflow capabilities can help the organization eliminate repeatable tasks, which leads toadministrative productivity.
DisclosuresThe reader should be aware of the following:
The study is commissioned by Symantec and delivered by the Forrester Consulting group. Forrester makes no assumptions as to the potential ROI that other organizations will receive. Forrester strongly
advises that readers should use their own estimates within the framework provided in the report to determine the
appropriateness of an investment in Symantec Protection Suite Enterprise Edition.
Symantec reviewed and provided feedback to Forrester, but Forrester maintains editorial control over the studyand its findings and does not accept changes to the study that contradict Forresters findings or obscure the
meaning of the study.
The customer names for the interviews were provided by Symantec.
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TEI Framework And Methodology
Introduction
From the information provided in a series of in-depth interviews with four existing Symantec customers, Forrester hasconstructed a Total Economic Impact (TEI) framework for those organizations considering implementing Symantec
Protection Suite Enterprise Edition. The objective of the framework is to identify the cost, benefit, flexibility, and risk
factors that affect the investment decision.
Approach And Methodology
Forrester took a multistep approach to evaluate the impact that Symantec Protection Suite Enterprise Edition can have
on an organization (see Figure 2). Specifically, we:
Interviewed Symantec marketing and sales personnel and Forrester analysts to gather data relative to SymantecProtection Suite Enterprise Edition and the marketplace for application security.
Interviewed four organizations currently using Symantec Protection Suite Enterprise Edition to obtain data withrespect to costs, benefits, and risks.3
Designed a composite organization based on characteristics of the interviewed organizations (see Appendix A). Constructed a financial model representative of the interviews using the TEI methodology. The financial model is
populated with the cost and benefit data obtained from the interviews as applied to the composite organization.
Figure 2
TEI Approach
Source: Forrester Research, Inc.
Forrester employed four fundamental elements of TEI in modeling Symantec Protection Suite Enterprise Editions
service:
1. Costs.2. Benefits to the entire organization.3. Flexibility.4. Risk.
Design composite
organization
Construct financial
model using TEIframework
Write case
study
Perform due
diligence
Conduct
customerinterviews
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Given the increasing sophistication that enterprises have regarding ROI analyses related to IT investments, Forresters
TEI methodology serves the purpose of providing a complete picture of the total economic impact of purchase
decisions. Please see Appendix B for additional information on the TEI methodology.
Analysis
Interview HighlightsA series of in-depth interviews were conducted for this study, involving IT security managers, an IT director, and a CIO
from the following companies:
1. A regional healthcare provider with 400 private beds in six locations. The organization has about 3,000 endusers.
2. A financial institution in business and commercial lending. The bank has about 600 employees and morethan $600 million in revenue.
3. A municipality with a population of 19,000 residents. The organization has about 2,000 users.4. A technology solutions provider to midsize organizations.
The interviews revealed the following:
As the number of security threats exponentially increases, a number of interviewees indicated that it is critical toensure that there is an equal level of protection across the endpoint, messaging, and Web layer. As users increase
their access to information across multiple entry points and are more often working remotely, these
organizations find it essential to stop infections and potential threats early before they reach a client machine and
expose the enterprise network to potential breach.
Customers interviewed have been using Symantec for many years. Some mentioned that they initiated the vendorconsolidation evaluation program to replace Symantec with a less expensive alternative. However, halfway into
the evaluation, they decided to standardize on Symantec. One IT director mentioned that Symantec is more
expensive, but it is quite a bit better-quality in comparison to the alternative security solution that we were
evaluating. It is also user-friendlier. As another example, a CIO said that their CEO was very forceful initially in
encouraging IT to implement another alternative. They hosted an extensive test environment and agreed to
deploy the alternative; in less than three months, they decided to discard the entire effort and repurchase
Symantec. According to the customer interviewed, the organization had many infections, resulting in downtime
and enormous amounts of time spent addressing incidents.
The final point in their decision process was the ability to more quickly identify the threat and rectify it. Mostorganizations interviewed said that having the leverage of greater contract value has resulted in faster response
from the Symantec support team.
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In regard to vendor management, all organizations interviewed agreed that they have saved 20% to 40% of theireffort associated with managing multiple security vendors. As a result, these organizations have better leverage
when negotiating their contracts with Symantec. Those interviewed agreed that their prior environments with
multiple vendor solutions with less integration made those solutions less transparent, but now they receive timely
updates and support with their issues. The time they spend on communication and coordination across IT teams
has significantly decreased because the systems are better aligned.
Regardless of their industry or size of their organization, interviewees believed that the growth and complexity oftodays security threats are stretching IT resources and budgets. Another universal theme was the ability to
manage the rapid expansion of threats and sophistication of security management without the need to grow IT
staff resources. Organizations interviewed were aiming for new ways to increase the level of protection while
maintaining IT costs. The representative organizations agreed that the ability to allocate IT resources to strategic
initiatives by reducing the need to physically monitor security incidents was essential when they were evaluating
security providers.
Composite Organization
Based on a series of interviews with the four existing Symantec customers, Forrester constructed a TEI framework, a
composite company, and an associated ROI analysis that illustrates the areas financially affected. The composite
organization that Forrester created represents an organization with 750 end users. The organization had limited IT
resources, with only 17 IT professionals on staff, and it was managing multiple security service providers.4The IT team
was spending lots of effort communicating between Web, messaging, and endpoint security providers to ensure that the
systems were secure and resources were being effectively used. Prior to consolidation, the ongoing management for
messaging, Web, and endpoints consumed total of 15% man-hours per each of the three employees that were managing
Web, messaging, and endpoint systems.
This consolidation offered better integration across its Web, messaging, and endpoint security; reduced ongoing
management efforts for tracking and monitoring security incidents; and provided greater leverage in contract
negotiations. The customers interviewed were in highly regulated industries. IT resource allocation also played a role in
selecting the best security option that allowed the organization to free up its staff so that they could focus on strategic
initiatives.
Framework Assumptions
Table 3 provides the model assumptions that Forrester used in this analysis.
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Table 3
Model Assumptions
Ref. Metric Calculation Value
A1 Hours per week 40
A2 Weeks per year 52
A3 Hours per year (M-F, 9-5) 2,080
A4 Average fully loaded salary of an end user $100,000
A5 Fully loaded hourly rate of an end user (A4/A3) $48
A6 Average fully loaded salary for IT manager $140,000
A7 Fully loaded hourly rate of IT manager (A6/A3) $67
A8Average fully loaded salary of securityarchitect
$105,000
A9 Fully loaded hourly rate of security architect (A8/A3) $50
A10Average fully loaded salary of emailadministrator
$90,000
A11Fully loaded hourly rate of an emailadministrator
(A10/A3) $43
A12
Average fully loaded salary of security
administrator $100,000
A13Fully loaded hourly rate of securityadministrator
(A13/A3) $48
A14Average fully loaded salary of desktopengineers
$62,000
A15Fully loaded hourly rate of desktopengineers
(A15/A3) $30
A16Average hourly rate for members whoparticipated in planning and testing
([A6+A7+A8+A9+A10*2]/6)A3 $45
A17Average hourly rate for members whoparticipated in implementation
([A7+A10*2]/3)A3 $37
Source: Forrester Research, Inc.
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The discount rate used in the PV and NPV calculations is 10%, and time horizon used for the financial modeling is
three years. Organizations typically use discount rates between 8% and 16% based on their current environment.
Readers are urged to consult with their respective companys finance department to determine the most appropriate
discount rate to use within their own organizations.
CostsThe costs related to planning, testing, and implementing Symantec Protection Suite Enterprise Edition for the
composite organization over a three-year period are based on aggregated findings from the customers interviewed for
this TEI study. All costs are based on list prices and do not include any negotiated discounts. The following cost model
can serve as a framework for readers.
Software License And Support Costs
For the composite organization, this category presents 50% of the overall investment. It includes the upfront costs for a
three-year investment in Symantec Protection Suite Enterprise Edition. The fee of $112 per user includes license,content and version updates, and 24x7 support and reflects a list price volume discount for the composite organization.
Readers should note that this fee does not take into account incremental standard discounts for upgrades from
Symantec Endpoint Protection or other contributing Symantec products as well as any competitive displacement
discounts. Table 4 presents the calculation.
Table 4
Software License And Support Fees
Ref. Metric Calculation Per period
B1 License and support fees $112
B2 Number of licenses 750
Bt Software license and support fees B1*B2 $84,000
Source: Forrester Research, Inc.
Implementation Costs
The implementation costs include the internal resources required to plan, negotiate, test, and deploy the solution. This
category represents 21% of the overall investment. The roles involved in this phase include security operation, IT
management, desktop engineers, and the security infrastructure and architecture team. We estimated that these
individuals contributed 80 hours each to the discovery and analysis phase, at an average fully loaded hourly rate of $45.5
Our interviewed customers said that they had spent, on average, several weeks on planning and testing before
deployment to ensure that the business owners and IT were in full agreement. During the deployment phase, security
operation and desktop engineers contributed 20 hours per week for six weeks to deploy the solution across the
organization. This preparation resulted in successful implementations for the companies that we interviewed; they met
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their service-level agreements and provided better availability to their internal and external users. Table 5 provides the
calculations for this section.
Table 5
Implementation Costs
Ref. Metric Calculation Per period
C1 Number of people who participated in planning and testing 6
C2 Number of hours spent per individual 80
C3 Average fully loaded hourly rate $45
C4 Number of people who participated in deployment 3
C5Average fully loaded hourly rate of people who participated indeployment
$37
C6 Number of hours per week 20
C7 Number of weeks 6
Ct Implementation costsC1*C2*C3+C4*C
5*C6*C7)$34,920
Source: Forrester Research, Inc.
Training Costs
The training is the next component of cost and presents approximately 11% of the overall investment for the composite
organization. Customers interviewed attended Symantec training sessions twice during the three-year investment
period. Table 6 presents the calculation.
Table 6
Training Fees
Ref. Metric Calculation Initial Year 1 Year 2 Year 3
D1 Annual training costs $10,000 $10,000
Dt Training fees D1 $10,000 $10,000
Source: Forrester Research, Inc.
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Hardware Costs
Another category of cost is the investment in hardware, which represents 19% of the overall investment. Some of the
organizations interviewed had to purchase additional hardware, as their security vendor consolidation coincided with
their hardware refresh and upgrade cycle. These organizations were able to attribute some of their hardware investment
to this consolidation. For the composite organization, we attribute the investment of four servers at a cost of $8,000 per
server to this investment. This investment could vary depending on the organizations infrastructure and virtualization
strategy. The organizations interviewed did not cite any challenges with virtualization of their messaging and Web
gateways. Table 7 presents this calculation based on implementing four physical servers.
Table 7
Hardware Costs
Ref. Metric Calculation Per period
E1 Number of servers purchased 4
E2 Average cost per unit $8,000
Et Hardware costs E1*E2 $32,000
Source: Forrester Research, Inc.
Total Costs
Table 8 summarizes costs associated with the implementation of Symantec Protection Suite Enterprise Edition. Figure 3
illustrates the breakdown of costs.
Table 8
Total Costs Non-Risk-Adjusted
Costs Initial Year 1 Year 2 Year 3 Total PV
Software license and support fees ($84,000) ($84,000) ($84,000)
Implementation costs ($34,920) ($34,920) ($34,920)
Training fees ($10,000) ($10,000) ($20,000) ($18,264)
Hardware costs ($32,000) ($32,000) ($32,000)
Total costs ($160,920) ($10,000) ($170,920) ($169,184)
Source: Forrester Research, Inc.
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Figure 36
Total Costs Breakdown Non-Risk-Adjusted
Source: Forrester Research, Inc.
BenefitsThe benefits for which we had sufficient data to quantify financially are operational savings and productivity gains.
There are five quantifiable benefits that represented a three-year risk-adjusted PV of $434,476. These benefits include
vendor management cost savings, IT productivity gains, reduced downtime for end users, and cost avoidance from
reallocation of resources. We also quantified a benefit based on the feedback from interviewees who deployed theSymantec Workflow solution. While there are many ways for organizations to automate their processes using Symantec
Workflow, we have created the TEI framework to offer some guidance to quantify this benefit.
Vendor Management Cost Savings
Customers interviewed for this study have been using some component of Symantec Protection Suite Enterprise
Edition over the years. In the past three years, these organizations had consolidated their security solutions and
standardized on a single vendor: Symantec. This consolidation provided the opportunity for organizations to realize
vendor management cost savings by having a single point of contact for their entire security infrastructure. Specific
tasks included the cost of interfacing with the vendor for updates and product upgrades, tracking security threats and
incidents, monitoring vendor support, and overall account maintenance.
To calculate this benefit, we estimate that the composite organization prior to consolidation had three administrators,
each spending roughly 15% of their time managing the vendor relationship. Based on migrating to a single-vendor
environment, the organization can reduce the time spent on vendor management by roughly 30%.7To remain
conservative, we assume that the organization realized 75% of benefit in Year 1 and 100% in Year 2 and Year 3. This
benefit represents 16% of the overall benefit. Table 9 illustrates the calculation.
Softwarelicensefees50%
Implementation costs21%
Trainingfees11%
Hardwarecosts19%
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Table 9
Vendor Management Cost Savings
Ref. Metric Calculation Year 1 Year 2 Year 3
F1 Number of people prior to consolidation 3
F2Average time allocated to vendormanagement prior to consolidation
15%
F3 Number of people after consolidation 1
F4Average time allocated to vendormanagement after consolidation
15%
F5 Average fully loaded salary security architect $105,000
F6 Percent of benefit realized 75% 100% 100%
Ft Vendor management cost savings(F1*F2-
F3*F4)*F5*F6$23,625 $31,500 $31,500
Source: Forrester Research, Inc.
IT Productivity Gains
The interviewed customers estimated that when an organization proactively maintains its security infrastructure and
ensures that the clients and servers have the patches necessary, the organization can see between 70% and 80%
reduction in the number of security incidents annually. This means 70% to 80% of all malware can get stopped at the
gateway and never reaches inside the corporate network. This improvement results in:
Reduction in the direct costs of protection because IT staff dont need to reactively seek a solution. A decline in the number of infected machines resulting from a security incident. A decrease in the number of calls to the tier one support team resulting from a security infection.
The combination of these activities reduced total IT man-hours spent per machine by 80%. In the prior environment,
these organizations were forced to escalate troubleshooting to tier one support. Therefore, these expensive resources
were spending hours or maybe days trying to rectify security issues.
Interviewees agreed that, compared with their prior environment, Symantec offered better protection as a singlecomponent and as a suite. These benefits are captured by tracking the customers environment before and after
migration to Symantec. After implementation of Symantec, these organizations identified a number of factors that led
to IT and end user savings:
Improvement in the number of malicious spam incidents reaching the corporate network and decline ininfections caused by users opening infected files or messages.
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Reduction in infected client devices, including decrease in the initial infections and decline in the spread of aninfection to other endpoints.
Decrease in network traffic spikes and decline in number of infections resulting from users accessing externalmalware sites.
We estimate that prior to the investment 125 users at the composite organization were infected per year and that it took
the organization approximately 8 hours to clean and rebuild each client. After deployment of Symantec, the number of
security incidents decreased by 75%. At an hourly fully loaded rate of $30, we estimate the total annual savings to be
$16,875 for Year 1 and $22,500 for Years 2 and 3. Table 10 illustrates the calculation. This section represents 11% of the
overall gain.
The fully loaded hourly rate for IT support for various support tiers may be greater than $30. The increase in the hourly
rate of support personnel can increase the benefit and the calculated ROI. Readers should adapt this framework for
their organization.
Table 10
IT Productivity Gain
Ref. Metric Calculation Year 1 Year 2 Year 3
G1Number of users infectedresulting from a securityoutbreak
125
G2Percent of security incidentsbeing stopped at the gateway
75%
G3Number of hours required toremedy each client
8
G4 Average fully loaded hourly rate $30
G5 Percent of benefit realized 75% 100% 100%
Gt IT productivity gain G1*G2*G3*G4*G5 $16,875 $22,500 $22,500
Source: Forrester Research, Inc.
Reduced Downtime For End UsersThe efficiencies in IT productivity resulting from reduction in the number of security incidents also affect end user
productivity. This section measures the decrease in end user downtime when the number of security incidents is
reduced and an infection spread is controlled. There are various ways to estimate the reduction in end user downtime.
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According to the interviewed organization, IT often does not have the ability to store spare parts and machines to
support users when their systems are being repaired and restored. Therefore, users often remain idle. For the composite
organization, we estimate that the number of users infected prior to investment was 125. We estimate that after
deployment of Symantec the number of security incidents decreased by 75%. These incidents required 8 hours to rectify
at a fully loaded hourly rate of an end user of $48. We calculate the savings of $27,000 in Year 1 and $36,000 in Years 2
and 3. This benefit represents 18% of the overall investment.
The organizations interviewed believed that the sophistication of attacks varies for various organizations. For example,
a healthcare provider would see a significant number of attacks in search of resalable black-market data such as patient
lists and credit card information. Therefore, these productivity benefits for IT and end users are a small but
measureable part of the overall savings. Readers should measure the expected risk of loss for their organization.
Table 11
Reduced Downtime For End Users
Ref. Metric Calculation Year 1 Year 2 Year 3
H1Number of users infected resultingfrom a security outbreak
125
H2Percent of security incidents beingstopped at the gateway
75%
H3Number of hours required toremedy each client
8
H4Average fully loaded hourly rate ofan end user
$48
H5 Percent of benefit realized 75% 100% 100%
Ht Reduced downtime for end users H1*H2*H3*H4*H5 $27,000 $36,000 $36,000
Source: Forrester Research, Inc.
Cost Avoidance From Reallocation Of Resources
According to our interviewees, the consolidation allowed them to reallocate resources to strategic tasks and restructure
their hiring needs. A key driver for the interviewed organizations standardizing on Symantec security was to reduce the
burden on IT staff while increasing the protection across the client environment. According to interviewees, as a resultof standardizing on Symantec security, their organizations have been able to address security challenges proactively and
control demand of their most expensive and experienced resources.
We estimate that before consolidation the composite organization had to increase headcount by two full-time staff in
three years to manage ongoing security challenges and coordinate across Web, endpoint, and messaging groups. After
the consolidation to Symantec Protection Suite, our interviewees were able to eliminate the need to expand their
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headcount and have been able to efficiently manage their security environment with existing resources. The ability to
proactively monitor security activities allowed these organizations to effectively allocate staff and free up IT security
personnel. As a result, these organizations were able to deploy their experienced staff to strategic and innovative
initiatives.
For the composite organization, we estimated that the average annual fully loaded salary is $62,000 for staff. To remain
conservative, we assume that 75% of time is captured in Year 1 and 100% in Year 2 and Year 3. Table 12 illustrates this
calculation. This benefit represents 39% of the overall benefit.
Table 12
Reallocation Of Resources
Ref. Metric Calculation Year 1 Year 2 Year 3
I1 The need to hire more staff 1 1.5 2
I2 Annual fully loaded salary of desktop engineer $62,000
I3 Percent of benefit realized 50% 75% 100%
It Cost avoidance from reallocation of resources I1* I2*I3 $31,000 $69,750 $124,000
Source: Forrester Research, Inc.
IT Productivity Gain Resulting From Symantec Workflow Product
The final component of benefit is productivity savings resulting from the use of Symantec Workflow product. While
there are various ways to use Symantec Workflow, the organizations interviewed for this study cited password resetting
as one of the tasks they used Workflow to automate. Today, organizations offer multiple password-protected
applications to their employees. Often, employees lock themselves out of certain applications by using a password
wrongly or forgetting to update their password in time.
To estimate this benefit, we assume that 500 employees annually submitted a password-reset request. Typically,
organizations interviewed needed about an hour to reset and change the password in various systems. Government and
financial organizations required more wait time. We estimate that not only did this activity occupy the IT staffs, it also
required the end user to remain idle while the password resetting took place. Based on the fully loaded hourly rates for
an end user and a desktop technician, we estimate the annual savings in Table 13. To remain conservative, we assume
that 50% of benefit is realized in Year 1, 75% in Year 2, and 100% in Year 3. This savings presents 16% of overall benefit.
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Table 13
IT Productivity Gain From Workflow
Ref. Metric Calculation Year 1 Year 2 Year 3
J1 Number of users requesting password reset 500
J2 Number of hours IT needed to reset each password 1
J3 Average fully loaded hourly rate of an end user $48
J4Average fully loaded hourly rate of a desktoptechnician
$30
J5 Percent of benefit realized 50% 75% 100%
JtIT productivity gain resulting from Symantec
WorkflowJ1*J2*J3*J4*J5 $19,500 $29,250 $39,000
Source: Forrester Research, Inc.
Total Benefits
Table 14 summarizes the total quantified benefits of standardizing on Symantec Protection Suite Enterprise Edition.
Table 14
Total Benefits Non-Risk-Adjusted
Benefits Year 1 Year 2 Year 3 Total PV
Vendor management cost savings $23,625 $31,500 $31,500 $86,625 $71,177
IT productivity gain $16,875 $22,500 $22,500 $61,875 $50,841
Reduced downtime for end users $27,000 $36000 $36,000 $99,000 $81,345
Cost avoidance from reallocation of resources $31,000 $69,750 $124,000 $224,750 $178,989
IT productivity gain resulting from Symantec Workflow $19,500 $29,250 $39,000 $87,750 $71,202
Total benefits $118,000 $189,000 $253,000 $560,000 $453,553
Source: Forrester Research, Inc.
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Figure 4
Total Benefits Breakdown Non-Risk-Adjusted
Source: Forrester Research, Inc.
FlexibilityFlexibility, as defined by TEI, represents an investment in additional capacity or capability that could be turned into
business benefit for some future additional investment. This provides an organization with the right or the ability toengage in future initiatives but not the obligation to do so. There are multiple scenarios in which a customer might
choose to implement various components of Symantec Protection Suite Enterprise Edition that it is not being currently
used and later realize additional IT and business benefits. Flexibility would also be quantified when evaluated as part of
a specific project (described in more detail in Appendix B).
For this study, organizations interviewed were using majority of the components of Symantec Protection Suite
Enterprise Edition. However, for organizations that are looking to investigate the value flexibility, we have created Table
15 to illustrate the metrics used to measure flexibility as described by Forrester. For example, if a customer decides to
implement some components of Symantec Protection Suite Enterprise Edition that is not currently being used to drive
additional benefits, we can estimate the incremental value driven from the new investment if the following metrics are
available: the asset value by measuring the benefits (i.e., costs avoided or saved, revenue generated, and/or capitalsaved), the costs to acquire the solution, and the number of years to measure the investment. We can estimate the
flexibility option by using Black-Scholes option pricing model.
Vendormanagementcost
savings16%
ITproductivitygain11%
Reduceddowntimeforendusers
18%
Costavoidancefromreallocationof
resources39%
ITproductivitygainresultingfromWorkflow
16%
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Table 15
Flexibility Benefit Framework
Metric Calculation
Asset value (benefit) IT or business costs avoided, revenue generated, capital saved
Cost to acquire optionPlanning and discovery, subscription, and annual maintenance are examples ofcosts to consider.
Expiration Time to expire, in years
Flexibility Black-Scholes option pricing model8
Source: Forrester Research, Inc.
RiskForrester defines two types of risk associated with this analysis: implementation risk and impact risk. Implementation
risk is the risk that a proposed investment in Protection Suite Enterprise Edition may deviate from the original or
expected requirements, resulting in higher costs than anticipated. Impact risk refers to the risk that the business or
technology needs of the organization may not be met by the investment in Protection Suite Enterprise Edition, resulting
in lower overall total benefits. The greater the uncertainty, the wider the potential range of outcomes for cost and
benefit estimates.
Quantitatively capturing investment and impact risk by directly adjusting the financial estimates results in more
meaningful and accurate estimates and a more accurate projection of the ROI. In general, risks affect costs by raising
the original estimates, and they affect benefits by reducing the original estimates. The risk-adjusted numbers should be
taken as realistic expectations, as they represent the expected values considering risk.
The following implementation risks that affect costs are identified as part of this analysis:
Depending on the environment, the implementation may vary for the composite organization. Someorganizations may require additional testing time depending on their infrastructure and the magnitude of the
rollout.
Relying on a single vendor to supply different IT security solutions would make the organization moresusceptible to vendor impact. If the vendor fails to maintain the best-of-breed position in any of its technology
products, the company will have less flexibility to move to another vendor.
The following impact risks that affect benefits are identified as part of the analysis:
Vendor management cost savings may vary due to the number of products being consolidated. Overall IT costs savings may vary from the companies that participated in interviews.
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Table 16 shows the values used to adjust for risk and uncertainty in the cost and benefit estimates. The TEI model uses a
triangular distribution method to calculate risk-adjusted values. To construct the distribution, it is necessary to first
estimate the low, most likely, and high values that could occur within the current environment. The risk-adjusted value
is the mean of the distribution of those points. Readers are urged to apply their own risk ranges based on their own
degree of confidence in the cost and benefit estimates.
Table 16
Cost And Benefit Risk Adjustments
Costs LowMostlikely
High Mean
Software license fees 98% 100% 105% 101%
Implementation costs 100% 100% 115% 105%
Training fees 98% 100% 105% 101%
Hardware costs 98% 100% 105% 101%
Benefits LowMostlikely
High Mean
Vendor management cost savings 80% 100% 103% 94%
IT productivity gain 90% 100% 105% 98%
Reduced downtime for end users 90% 100% 105% 98%
Cost avoidance from reallocation of resources 80% 100% 103% 94%
IT productivity gain resulting from Workflow 90% 100% 105% 98%
Source: Forrester Research, Inc.
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Financial Summary
The financial results calculated in the Costs and Benefits sections can be used to determine the ROI, NPV, and payback
period for the organizations investment in Symantec Protection Suite Enterprise Edition. For the organizations
interviewed, several factors have affected the ROI:
Consolidating into a single vendor environment has improved integration and ongoing management tasks. Proactively receiving and accordingly updating security patches has decreased the number of system security
incidents. This is resulting from better integration and communication among various IT groups managing
endpoint, Web, and messaging.
Symantec Workflow capabilities can allow organizations to eliminate repeatable tasks, resulting in ITadministrative productivity gain.
These are shown in Table 17 below.
Table 17
Cash Flow Non-Risk-Adjusted
Categories Initial Year 1 Year 2 Year 3 Total PV
Costs ($160,920) ($10,000) ($170,920) ($169,184)
Benefits $118,000 $189,000 $253,000 $560,000 $453,553
Net benefits ($160,920) $118,000 $179,000 $253,000 $389,080 $284,369
ROI 168%
Payback period 14.9 months
Source: Forrester Research, Inc.
Table 18 below shows the risk-adjusted ROI, NPV, and payback period values. These values are determined by applying
the risk-adjustment values from Table 16 in the Risk section to the cost and benefits numbers in Tables 8 and 14.
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Table 18
Cash Flow Risk-Adjusted
Categories Initial Year 1 Year 2 Year 3 Total PV
Costs ($163,926) ($10,100) ($174,026) ($172,273)
Benefits $113,455 $181,170 $241,720 $536,345 $434,476
Net benefits ($163,926) $113,455 $171,070 $241,720 $362,319 $262,203
ROI 152%
Payback period 15.5 months
Source: Forrester Research, Inc.
Symantec Protection Suite Enterprise Edition: Overview
According to Symantec, Symantec Protection Suite Enterprise Edition is powered with Symantec Insight and protects
with fast, effective endpoint security, combined with innovative messaging protection and web security for physical and
virtual environments. Powerful, centralized visibility and control are achieved with Symantec Protection Center
enabling policy enforcement, consolidated reporting, and real-time intelligence to increase security posture while
reducing upfront and on-going costs.
http://www.symantec.com/content/en/us/enterprise/fact_sheets/b-
symc_protection_suite_ent_edition_DS_20024156-3.en-us.pdf
Appendix A: Composite Organization Description
For this TEI study, Forrester has created a composite organization to illustrate the quantifiable costs and benefits of
implementing Symantec Protection Suite Enterprise Edition. The composite company is intended to represent an
organization with 750 end users and is based on characteristics of the interviewed customers.
The composite organization has a total of 17 IT professionals on staff. With limited IT resources, the organization was
managing multiple security service providers. The IT team spent a lot of time and effort communicating between Web,
email, and endpoint providers to ensure that the systems were secure and resources were being effectively used. This
effort consumed about 15% man-hours per each of the three administrators managing Web, messaging, and endpoint.
The organization reviewed its existing contracts and decided to consolidate to its most effective options.
In consolidating its multivendor security solutions to Symantec Protection Suite Enterprise Edition, the composite
company has met the following objectives:
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Create a better integration across its Web, email, and endpoint with centralized security intelligence backed bythe largest commercial security network.
Reduce ongoing management efforts and communication while increasing IT and end user productivity. Reduce ongoing and equipment, software, and administration costs and increase leverage in contract negotiation.
Appendix B: Total Economic Impact Overview
Total Economic Impact is a methodology developed by Forrester Research that enhances a companys technology
decision-making processes and assists vendors in communicating the value proposition of their products and services
to clients. The TEI methodology helps companies demonstrate, justify, and realize the tangible value of IT initiatives to
both senior management and other key business stakeholders.
The TEI methodology consists of four components to evaluate investment value: benefits, costs, risks, and flexibility.
Benefits
Benefits represent the value delivered to the user organization IT and/or business units by the proposed product
or project. Often product or project justification exercises focus just on IT cost and cost reduction, leaving little room to
analyze the effect of the technology on the entire organization. The TEI methodology and the resulting financial model
place equal weight on the measure of benefits and the measure of costs, allowing for a full examination of the effect of
the technology on the entire organization. Calculation of benefit estimates involves a clear dialogue with the user
organization to understand the specific value that is created. In addition, Forrester also requires that there be a clear line
of accountability established between the measurement and justification of benefit estimates after the project has been
completed. This ensures that benefit estimates tie back directly to the bottom line.
Costs
Costs represent the investment necessary to capture the value, or benefits, of the proposed project. IT or the business
units may incur costs in the form of fully burdened labor, subcontractors, or materials. Costs consider all the
investments and expenses necessary to deliver the proposed value. In addition, the cost category within TEI captures
any incremental costs over the existing environment for ongoing costs associated with the solution. All costs must be
tied to the benefits that are created.
Risk
Risk measures the uncertainty of benefit and cost estimates contained within the investment. Uncertainty is measured
in two ways: 1) the likelihood that the cost and benefit estimates will meet the original projections, and 2) the likelihoodthat the estimates will be measured and tracked over time. TEI applies a probability density function known as
triangular distribution to the values entered. At minimum, three values are calculated to estimate the underlying
range around each cost and benefit.
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Flexibility
Within the TEI methodology, direct benefits represent one part of the investment value. While direct benefits can
typically be the primary way to justify a project, Forrester believes that organizations should be able to measure the
strategic value of an investment. Flexibility represents the value that can be obtained for some future additional
investment building on top of the initial investment already made. For instance, an investment in an enterprisewide
upgrade of an office productivity suite can potentially increase standardization (to increase efficiency) and reduce
licensing costs. However, an embedded collaboration feature may translate to greater worker productivity if activated.
The collaboration can only be used with additional investment in training at some future point in time. However,
having the ability to capture that benefit has a present value that can be estimated. The flexibility component of TEI
captures that value.
Appendix C: Glossary
Discount rate:The interest rate used in cash flow analysis to take into account the time value of money. Although theFederal Reserve Bank sets a discount rate, companies often set a discount rate based on their business and investment
environment. Forrester assumes a yearly discount rate of 10% for this analysis. Organizations typically use discount
rates between 8% and 16% based on their current environment. Readers are urged to consult their respective
organization to determine the most appropriate discount rate to use in their own environment.
Net present value (NPV):The present or current value of (discounted) future net cash flows given an interest rate (the
discount rate). A positive project NPV normally indicates that the investment should be made, unless other projects
have higher NPVs.
Present value (PV):The present or current value of (discounted) cost and benefit estimates given at an interest rate
(the discount rate). The PV of costs and benefits feed into the total net present value of cash flows.
Payback period:The breakeven point for an investment. The point in time at which net benefits (benefits minus costs)
equal initial investment or cost.
Return on investment (ROI):A measure of a projects expected return in percentage terms. ROI is calculated by
dividing net benefits (benefits minus costs) by costs.
A Note on Cash Flow Tables
The following is a note on the cash flow tables used in this study (see the example table below). The initial investment
column contains costs incurred at time 0 or at the beginning of Year 1. Those costs are not discounted. All other cash
flows in Years 1 through 3 are discounted using the discount rate (shown in Framework Assumptions section) at the
end of the year. Present value (PV) calculations are calculated for each total cost and benefit estimate. Net present value
(NPV) calculations are not calculated until the summary tables and are the sum of the initial investment and the
discounted cash flows in each year.
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Appendix D: Endnotes
1Forrester risk-adjusts the summary financial metrics to take into account the potential uncertainty of the cost and
benefit estimates. For more information on risk, please see page 14.
2This table illustrates the risk-adjusted running totals for costs and benefits to provide a visual view of the breakeven
period.
3The intent in the analysis is to understand in detail how organizations justified the investment and measuring value
after implementation. Our experience has shown that targeting four customers to do in-depth quantitative interviews
allows us to understand the drivers behind a given investment and the impact these investments have on theorganization. These interviews give us a chance to understand where there are common drivers, costs, and benefits
across the customers interviewed and to provide a compelling story of the impact of the investment. One key
distinction around the Forrester TEI process is the use of in-depth interviews versus broader survey-based data
collection. Our intent with the interviews is to gain a deep understanding of where customers are receiving value, which
a broader survey could not provide. We are not looking for a statistically relevant data sample to construct the ROI but
rather a way of understanding how organizations make the case for the investment and the types of metrics and values
they use to make that case.
4The customers interviewed had IT-to-end-user ratio of 42 to 1 to 50 to 1. The 17 IT professionals cited for the
composite organization includes total IT staff including management and administrative, and it is not limited to IT
security staff.
5This is an average hourly rate for six different users based on the following roles: email operation, IT management,
desktop engineers, and security infrastructure and architecture. The interviewed organizations estimated the following
range of fully loaded salaries: $140,000 for IT management, $105,000 for security architecture, $90,000 for email
operation plus $100,000 for security operation, and $62,000 for desktop engineers. They are estimated fully loaded
salaries and may vary across geographies and sectors.
6In figure 3, software license fees presents 49.65%, implementation costs is 20.64%, training fees is10.80%, and
hardware costs is 18.91%. In double digit format, they add up to 100%. When the decimal points are rounded, because
they are greater than .50, the results change to 50%, 21%, 11%, and 19%, respectively. These numbers present a sum of
101%.
7An IT administrator used to spend 15% of his or her time or 6 hours (40 hours per week times 15%) per week on
ongoing management. After consolidation, two of three administrators time can be reallocated to other security
initiatives, meaning it reduces time by 6 hours per person on a weekly basis. For two people, this translates to 12 hours
or a 30% reduction (12 hours/40 hours per week).
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