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Making Leaders Successul Every Day

Je 9, 2010

The Forrester Wae: DisasterReoer Series Proiders,Q2 2010b Stephaie Baaoras ad Rahe A. Dies

or Irastrtre & Operatios Proessioas
http://www.forrester.com/


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2010, Forrester Research, Inc. All rights reserved. Unauthorized reproduction is strictly prohibited. Inormation is based on best availableresources. Opinions refect judgment at the time and are subject to change. Forrester, Technographics, Forrester Wave, RoleView, TechRadar,and Total Economic Impact are trademarks o Forrester Research, Inc. All other trademarks are the property o their respective companies. Topurchase reprints o this document, please [email protected]. For additional inormation, go to www.orrester.com.

For Irastrtre & Operatios Proessioas

ExEcuTIvE SummARy

In Forresters 64-criteria evaluation o disaster recovery services providers, we ound that IBM, HP,

SunGard, and ICM led the pack due to their best-in-class core disaster recovery services and vision.

Verizon trailed closely behind, with the largest market share and a strong consulting arm. CAPS

Business Recovery Services, a regional player oering work-area recovery and colocation services or I

recovery, greatly improved its strategy and current oering scores since the last update o this Forrester

Wave.

TABlE OF cOnT EnTSResiliec Is A Hih Priorit As Tolerace For

Dotime Ad Data Loss Loers

virta Ad cod Oferigs chage The DR

Gae I 2010 Ad Beod

Disaster Recover Services Providers

Evalatio Overvie

Eaatio criteria Target Breadth O Series,

Pator Spport, Ad FeibiitEaated vedors Ofer Their Ow Series,

copeeted B Parter Series

Vedors Improved Platorm Spport Ad

Advaced Recover Capabilities

Vedor Proles

leaders: IBm, HP, SGard, Ad Icm Ee At

Pator Spport Ad core DR Series

Strog Perorer: verizo Bsiess Has market

Presee Bt laks Traditioa Series

coteder: cAPS Is A Sa, Regioa PaerWith Few maaged Series

Spplemetal Material

nOTES & RESOuRcES

Forrester odted series eaatios i Q1

2010 ad assessed si series proiders: cAPS

Bsiess Reoer Series, Hewett-Pakard

(HP), IBm, Icm, SGard, ad verizo Bsiess.

Related Research Docmets

State O Eterprise Disaster Reoer

Preparedess: Q3 2009

noeber 4, 2009

How The cod Wi Trasor Disaster Reoer

Series

J 24, 2009

The Forrester Wae: Disaster Reoer Series

Proiders, Q2 2008

Je 5, 2008

Je 9, 2010

The Forrester Wae: Disaster Reoer Series Proiders,Q2 2010IBm, HP, SGard, Ad Icm lead, verizo cose Behidb Stephaie Balaoras ad Rachel A. Dies

with Robert Whitee ad lare E. neso

2

3

5

8

9
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2010, Forrester Researh, I. Reprodtio ProhibitedJe 9, 2010

The Forrester Wae: Disaster Reoer Series Proiders, Q2 2010


2

RESILIEnCy IS A HIgH PRIORITy AS TOLERAnCE FOR DOwnTIME AnD DATA LOSS LOwERS

Te NASDAQ may rise and all, but one thing remains constant: the need to recover aer an

incident. Even during the darkest months o the 2009 economic downturn, more than two-thirds

o enterprises cited improving disaster recovery (DR) and business continuity as a critical or high

priority.1 As a result, the increasing costs o downtime drive recovery time objectives to hours

instead o days and recovery point objectives to minutes instead o hours.2 Te provisioning o

recovery sites is evolving as well; more and more companies are turning to a third party or their

disaster recovery needs whether its with a colocation provider, DR services provider, or a cloud-

based DR provider. We have traditionally criticized the model o xed-site recovery solutions

rom DR services providers or being too expensive, having infexible contract terms, and lacking

competition. However, despite these challenges, more than a quarter o enterprises provision their

backup data centers at a shared or dedicated I inrastructure at a services provider, and very ew

have plans to change this (see Figure 1).3

Fire 1 O The 27% O Eterprises That use DR Series Proiders, How ma Wi Reew?

Source: Forrester Research, Inc.55811

We plan to renewour service contract

45%

We plan to issue acompetitive RFP tomultiple providers

24%

Thinking about your backup data center(s) at service provider site(s),what are your firms plans when your service contract expires?

We would bringthe backup in-houseif we had more time

12%

Dont know13%

We plan to bring thebackup in-house

7%

Base: 92 North American and European enterprise decision-makers(percentages do not total 100 due to rounding)

Source: Enterprise And SMB Hardware Survey, North America And Europe, Q3 2009


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2010, Forrester Researh, I. Reprodtio Prohibited Je 9, 2010



3

Virtal Ad Clod Oferis Chae The DR game I 2010 Ad Beod

Moving orward, inrastructure and operations (I&O) executives should expect virtual and cloud-

based oerings to play an increasingly important role in DR, as part o the portolio o traditional

DR services providers and as standalone oerings rom other providers.4 Currently, there is

signicant interest but low adoption o these technologies, which include I-recovery-as-a-service,

backup-as-a-service, and on-premises backup to a storage-as-a-service disk target, also known as

disk-to-disk-to-cloud (see Figure 2). Cloud-based and virtual oerings are maturing, and traditional

xed-site DR services providers will need to evolve. o remain competitive, DR services providers

are beginning to increase fexibility, improve support or virtualized environments, and oer their

own cloud-based services.

Fire 2 Firs Epress Iterest Ivirtaized Series Proider Oferigs Ad DR I The cod

Source: Forrester Research, Inc.55811

Expanding/upgrading implementation Implemented, not expanding

Planning to implement in the next 12 months Planning to implement in a year or more

Interested but no plans Not interested Dont know

Base: 303 North American and European enterprise data center decision-makers

Source: Enterprise And SMB Hardware Survey, North America And Europe, Q3 2009

7%

10%

7%

5%

8%

29%

5%

19%

36%

23%

28%

27%

36%

7%12%

6%

5%

9%

6%

6%

IT-recovery-as-a-service based on virtualinfrastructure at the service provider

Backup-as-a-service or online backupservices for PC and/or servers

Using on-premises backup app to back upto a storage-as-a-service disk target 9%

What are your firms plans to adopt the following disaster recovery technologies?

DISASTER RECOVERy SERVICES PROVIDERS EVALuATIOn OVERVIEw

o assess the state o the DR services market and see how the vendors stack up against each other,

Forrester evaluated the strengths and weaknesses o top DR services providers.

Evalatio Criteria Taret Breadth O Services, Platorm Spport, Ad Flexibilit

Aer examining past research, user need assessments, and services provider and expert interviews,

we developed a comprehensive set o evaluation criteria. We evaluated services providers against 64

criteria, which we grouped into three high-level categories:


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4

Current ofering. o assess product strength, we evaluated each oering against six groupso criteria: core DR services oerings, platorm support, network ring/backbone, advanced

recovery services, additional services, and geographic scope.

Strategy. o assess strategy, we considered how well the services provider could articulate anddierentiate its value proposition and how well it positions planned enhancements to oer

better recovery objectives at a lower cost. We also took into consideration the providers plans

or expansion in the current geographic regions it serves and into new regions. Finally, we

took into consideration the services providers approach to fexibility: How does the provider

approach pricing, standard contract terms, changes, service levels, and testing?

Market presence. o establish a services providers market presence, we combined inormationabout installed base, new customers, retention rate, revenues, revenue growth, dedicated

employees, and partnerships.

Evalated Vedors Ofer Their O Services, Complemeted B Parter Services

Forrester included six services providers in the assessment: CAPS Business Recovery Services, HP,

IBM, ICM, SunGard, and Verizon. Each o these services providers (see Figure 3):

Ofers core DR services. Each services provider has support or at least three o the veollowing services: I recovery, work-area recovery, mobile recovery, quick-ship I recovery

and disaster recovery planning, and preparedness consultative services.

Does more than just resell third-party solutions. Many services providers in the marketdont have a primary ocus on DR but resell DR services to their customers. Tey usually do

this through partnerships with other services providers that deliver most, i not all, o their DR

services. Forrester required each provider in this evaluation to have at least one core DR service

(I recovery, work-area recovery, mobile recovery, or quick-ship recovery) that it delivers itsel.


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5

Fire 3 Eaated Proiders: vedor Ioratio Ad Seetio criteria

Source: Forrester Research, Inc.

Vendor

CAPS Business Recovery Services

IBM

ICM

Hewlett-Packard

SunGard

Verizon Business

Date evaluated

April 2010

April 2010

April 2010

April 2010

April 2010

April 2010

Number of customers

More than 80 customers

More than 12,000 customers




Forrester estimate of at least2,000 customers

Vendor selection criteria

Offers core DR recovery services. Each services provider has support for at least three of the fivefollowing services: IT recovery (traditional fixed site or virtual recovery services), work area recovery (fixedor virtual), mobile recovery, quick-ship recovery services, and consultative services.

Do more than just resell third-party services. Many services providers in the market dont have aprimary focus on DR but resell DR services to their customers. They usually do this through partnershipswith other services providers that deliver most, if not all, of their DR services. Forrester required eachprovider in this evaluation to have at least one core DR recovery service (IT recovery, work-area recovery,mobile recovery, or quick-ship recovery) that it delivers itself.

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VEnDORS IMPROVED PLATFORM SuPPORT AnD ADVAnCED RECOVERy CAPABILITIESTe evaluation uncovered a market in which (see Figure 4):

IBM, HP, and SunGard are the top dogs . . . Tese three vendors are in a close race, each withstrong product oerings and global presence. All three particularly excelled in their virtual

recovery services oerings and planned service enhancements.

. . . with Verizon nipping at their heels. Verizons DR practice is the largest o those evaluatedin this Forrester Wave; however, because the company does not oer traditional xed-site

recovery services, it was unable to compete with the top dogs in several areas, notably platorm

support, test scheduling and support, and pricing models.

ICM and CAPS are strong only in their particular regions. For companies in the UK, ICMcan compete with the top dogs, but elsewhere, its presence is very limited. Similarly, CAPS

Business Recovery Services is ocused mostly on the regional needs o businesses based on the

East Coast o the US.


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Tis evaluation o the DR services provider market is intended to be a starting point only. We

encourage readers to view detailed product evaluations and adapt the criteria weightings to t their

individual needs through the Forrester Wave Excel-based vendor comparison tool.

Fire 4 Forrester Wae: Disaster Reoer Series Proiders, Q2 10


Go online to download

the Forrester Wave tool

for more detailed product

evaluations, feature

comparisons, and

customizable rankings.

RiskyBets Contenders Leaders

StrongPerformers

StrategyWeak Strong

Current

offering

Weak

Strong

Market presence

Full vendor participation

IBMSunGard

Hewlett-Packard

ICMVerizon

Business

CAPS


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Fire 4 Forrester Wae: Disaster Reoer Series Proiders, Q2 10 (cot.)


CAPS

Hewlett-Packard

IBM

ICM

CURRENT OFFERING

Core disaster recovery service offering

Platform support

Network ring/backbone

Advanced recovery services

Additional servicesGeographic scope

STRATEGY

Value proposition and vision

Planned service enhancements

Plans for geographic expansion

Investment to support strategy

Pricing

Standard contract terms

Service levels

MARKET PRESENCEInstalled base

Revenue

Revenue growth

Dedicated employees

Partnerships

Forresters

Weighting

50%

25%

25%

10%

25%

5%10%

50%

20%

20%

15%

15%

0%

15%

15%

0%25%

20%

20%

25%

10%

2.08

3.00

1.15

3.00

1.45

3.602.00

2.48

2.00

2.00

1.00

5.00

4.00

2.03

3.20

1.802.80

1.00

2.00

1.00

2.50

4.28

4.25

4.30

4.00

4.45

2.605.00

4.47

5.00

4.00

4.00

5.00

4.00

4.34

4.45

3.383.70

3.00

3.00

3.00

5.00

4.91

5.00

4.80

5.00

4.90

4.705.00

4.49

5.00

4.00

5.00

5.00

4.00

3.33

4.60

3.934.10

5.00

2.00

4.00

5.00

3.76

4.60

3.40

4.00

4.10

2.702.00

3.88

4.00

4.00

3.00

5.00

4.00

3.00

4.20

2.132.90

0.00

2.00

2.00

5.00

SunGard

Verizon

Business

4.74

4.90

4.55

5.00

4.50

5.005.00

3.59

4.00

4.00

2.00

5.00

4.00

2.36

3.90

3.684.10

5.00

2.00

3.00

5.00

3.70

2.90

3.30

5.00

3.70

4.405.00

3.14

3.00

3.00

3.00

3.00

1.00

3.64

3.30

4.033.50

3.00

4.00

5.00

5.00

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


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VEnDOR PROFILES

Leaders: IBM, HP, Sgard, Ad ICM Excel At Platorm Spport Ad Core DR Services

IBM. IBM is a worldwide global DR services provider with more than 154 acilities globally andextensive I, work-area, mobile, and quick-ship recovery services. With a sizable number oconsultants, it also has very strong consultative services to support the entire business continuity

planning/disaster recovery planning (BCP/DRP) lie cycle. It has more than 1,600 employees

in its business continuity and recovery services business. Since the last update o this Forrester

Wave, IBM improved its platorm support, its advanced DR support, and additional services

such as emergency communications.

HP. HP is a global services provider with extensive services that span I, work-area, mobile,and quick-ship recovery services to meet a range o recovery objectives. It has a presence in

North America, Europe, South Arica, and Asia Pacic. It does have a dedicated consulting

organization but will supplement its own consultants with partners when necessary. Comparedwith other providers, HP ranked well on its strategy, particularly pricing, contract terms, and

service-level agreements (SLAs). Since the last update o this Forrester Wave, HP signicantly

improved its mainrame platorm support.

SunGard. Availability is the strategic ocus o the company. Consequently, it oers in-depthservices or I, work-area, mobile, and quick-ship recovery and delivers all o these services

itsel, not with partners. It also has a sizable consulting organization that supports the ull BCP/

DRP lie cycle. Te company also oers its own BCP soware, called LDRPS soware, and

emergency communication and notication services. It has a geographic presence in North

America and Europe. Since the last update o this Forrester Wave, SunGard improved fexibility

on contract terms and SLAs; however, its employee count and market presence have decreased.

ICM. ICM oers the ull breadth o I, work-area, mobile, quick-ship, and consultative servicesin the UK. Te company is very competitive with global providers in the UK market. Within the

UK, ICM has industry-leading capacity or all major server and storage platorms; it has strong

intersite connectivity and supports several advanced DR services oerings. Since the last update

o this Forrester Wave, ICM improved its value proposition and vision and has enough strong

planned service enhancements to qualiy as a Leader.

Stro Perormer: Verizo Bsiess Has Market Presece Bt Lacks Traditioal Services

Verizon Business. Verizon Business is a globally dominant DR services provider mainlyocused on providing managed services, hosting, and colocation. Verizon has the largest market

presence o the evaluated vendors, due mainly to its 2,700 employees supporting its disaster

recovery engagements and strong revenue growth. Although the company does not oer

traditional shared xed-site recovery services, it does oer many dierent kinds o DR-related

services including work-area recovery and quick-shipment o equipment.


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Coteder: CAPS Is A Small, Reioal Plaer with Fe Maaed Services

CAPS Business Recovery Services. CAPS is primarily a regional provider, with severallocations on the US East Coast and a new location in Georgia. CAPS ocuses mostly on

providing and managing acilities or I recovery and does not oer clients managed services

or shared or leased I inrastructure. It does have strong work-area recovery services, oering

both dedicated and shared work-area recovery. It has several partners throughout the US that

can provide additional data center colocation space. Since the last update o this Forrester Wave,

CAPS added additional services, including online backup and message continuity, and has

signicantly improved its pricing model and standard contract terms.

SuPPLEMEnTAL MATERIAL

Olie Resorce

Te online version o Figure 4 is an Excel-based vendor comparison tool that provides detailedproduct evaluations and customizable rankings.

Data Sorces used I This Forrester wave

Forrester used a combination o two data sources to assess the strengths and weaknesses o each

solution:

Vendor surveys. Forrester surveyed vendors on their capabilities as they relate to the evaluationcriteria. Once we analyzed the completed vendor surveys, we conducted vendor calls where

necessary to gather details o vendor qualications.

Customer reerence calls. o validate product and vendor qualications, Forrester alsoconducted reerence calls with two o each vendors current customers.

The Forrester wave Methodolo

We conduct primary research to develop a list o vendors that meet our criteria to be evaluated

in this market. From that initial pool o vendors, we then narrow our nal list. We choose these

vendors based on: 1) product t; 2) customer success; and 3) Forrester client demand. We eliminate

vendors that have limited customer reerences and products that dont t the scope o our evaluation.

Aer examining past research, user need assessments, and vendor and expert interviews, we develop

the initial evaluation criteria. o evaluate the vendors and their products against our set o criteria,

we gather details o product qualications through a combination o lab evaluations, questionnaires,

demos, and/or discussions with client reerences. We send evaluations to the vendors or their

review, and we adjust the evaluations to provide the most accurate view o vendor oerings and

strategies.


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We set deault weightings to refect our analysis o the needs o large user companies and/or

other scenarios as outlined in the Forrester Wave document and then score the vendors based

on a clearly dened scale. Tese deault weightings are intended only as a starting point, and we

encourage readers to adapt the weightings to t their individual needs through the Excel-basedtool. Te nal scores generate the graphical depiction o the market based on current oering,

strategy, and market presence. Forrester intends to update vendor evaluations regularly as product

capabilities and vendor strategies evolve.

EnDnOTES

1 In a recessionary climate, you might expect I proessionals to push upgrading disaster recovery capabilities

down the priority list especially when senior I management views DR as an expensive insurance policy.

But in act, upgrading DR remains a high priority. According to Forresters Enterprise And SMB Hardware

Survey, North America And Europe, Q3 2009, 61% o North American enterprises and 64% o European

enterprises say that upgrading DR capabilities is either a critical or high priority. See the November 4, 2009,

State O Enterprise Disaster Recovery Preparedness: Q3 2009 report.

2 Enterprises rom all industries and o varying sizes now measure recovery time and recovery point

requirements in hours, and in some cases, minutes. Due to increased competition and the cost o downtime,

recovering in 48 to 72 hours and losing 8 hours or more o critical corporate inormation is no longer

acceptable. See the November 4, 2009, State O Enterprise Disaster Recovery Preparedness: Q3 2009

report.

3 wenty-seven percent o enterprises report using either shared or dedicated space at a services provider as

the means o provisioning at least one o their backup data centers. Source: Enterprise And SMB Hardware

Survey, North America And Europe, Q3 2009.4 But new cloud-based recovery services oer a way to achieve the recovery capabilities o advanced DR

services at a more aordable, subscription-based price. With storage-as-a-service, backup-as-a-service,

and replication-as a-service, I operations proessionals can now incorporate new services into their DR

contracts to meet a range o application recovery requirements across the organization. In combination

with virtualization technologies, these solutions break the cost/value correlation, ushering in a new era

o aordability to DR. See the July 24, 2009, How Te Cloud Will ransorm Disaster Recovery Services

report.
http://www.forrester.com/go?docid=55695&src=55811pdfhttp://www.forrester.com/go?docid=55695&src=55811pdfhttp://www.forrester.com/go?docid=54337&src=55811pdfhttp://www.forrester.com/go?docid=54337&src=55811pdfhttp://www.forrester.com/go?docid=55695&src=55811pdfhttp://www.forrester.com/go?docid=55695&src=55811pdf


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