Global BYOD Management Services

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The Forrester Wave™: Global BYOD Management Services, Q2 2014by Chris Andrews, June 25, 2014

For: Sourcing & Vendor Management Professionals

Key TaKeaways

specialists and Integrators Play Off as Leaders On The emerging ByOD LandscapeForrester’s research uncovered a market in which DMI, Vodafone, Vox Mobile, Tangoe, and Orange lead the pack. AT&T, Verizon, Amtel, IBM, HP, MDSL, Cass, and Movero offer competitive options.

ByOD Outsourcing Interest will Grow as emerging Global Offerings MatureThe BYOD management services market is growing because more SVM professionals see BYOD as a way to address their top challenges, but they need help to implement good BYOD programs. This market growth is due to the fact that SVM pros increasingly trust BYOD providers to act as strategic partners, able to advise them on top BYOD management decisions.

access The Forrester wave Model For Deeper InsightUse the detailed Forrester Wave model to view the data used to score participating service providers and create a custom provider shortlist. Access the report online and download the Excel tool using the link in the right-hand column under “Tools & Templates.” Alter Forrester’s weightings to tailor the Forrester Wave model to your specifications.

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© 2014, Forrester Research, Inc. All rights reserved. Unauthorized reproduction is strictly prohibited. Information is based on best available resources. Opinions reflect judgment at the time and are subject to change. Forrester®, Technographics®, Forrester Wave, RoleView, TechRadar, and Total Economic Impact are trademarks of Forrester Research, Inc. All other trademarks are the property of their respective companies. To purchase reprints of this document, please email [email protected]. For additional information, go to www.forrester.com.

For Sourcing & Vendor ManageMent ProFeSSionalS

why ReaD ThIs RePORT

Enterprise mobility is a top item on every organization’s business and IT agenda — a reflection of the “mobile mind shift” that has already made its mark on 21st century business. Mobile bring-your-own-device (BYOD) is part of this shift, as companies empower employees by giving them more choices about the tools they use to do their job. Forrester believes that BYOD — as a trend —is an inevitable part of your workforce strategy and that companies must prepare for its spread across their organizations. BYOD management services can help you navigate and manage the growing complexity of many device formats, multiple operating systems, and a plethora of public and private cloud apps used on personal devices for work. In our 15-criteria emerging markets Forrester Wave evaluation of global BYOD management providers, we identified 13 top integrators and specialists and researched, analyzed, and scored them. This report details our findings about how well each service provider fulfills our criteria and how they help mobility services buyers select the right partner for their BYOD outsourcing needs.

table of contents

Mobility Trends are Changing your Company’s ByOD Requirements

Global ByOD Management Is Now a Must For Untethered workers

corporate BYod efforts are increasing

Global ByOD Management services evaluation Overview

Major BYod Service Providers

dMi, Vodafone, and Vox Mobile lead a competitive emerging BYod landscape

service Provider Profiles

leaders

Strong Performers

supplemental Material

notes & resources

Forrester conducted company briefings, reference surveys, and service evaluations between december, 2013 and February, 2014 with 13 service providers: amtel, at&t, cass, dMi, HP, iBM, MdSl, Movero, orange, tangoe, Verizon, Vodafone, and Vox Mobile.

related research documents

Predictions 2014: enterprise telecoms and Mobility Services Sourcingdecember 19, 2013

the global BYod Management Services ecosystemSeptember 3, 2013

the Forrester Wave™: enterprise Mobility Services, Q1 2013February 15, 2013

The Forrester wave™: Global ByOD Management services, Q2 2014analysis of 13 top integrators and Specialists representing the emerging BYod ecosystem and How they Stack upby chris andrewswith Brownlee thomas, Ph.d., christian Kane, and Ben Jennings

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the Forrester Wave™: global BYod Management Services, Q2 2014 2

© 2014, Forrester Research, Inc. Reproduction Prohibited June 25, 2014

MOBILITy TReNDs aRe ChaNGING yOUR COMPaNy’s ByOD ReQUIReMeNTs

As consumers embrace tablets along with smartphones, demand for some level of corporate IT support for personal devices will reach the tipping point in 2015. Indeed, it’s already reached this point at several multinational corporations (MNCs) we’ve spoken with during the past 12 months. For example, 73% of firms with 1,000 or more employees claim supporting more types of mobile devices and platforms will be a critical or high priority during the next 12 months.1

Conversations with Forrester’s enterprise clients about BYOD provide a growing body of evidence indicating that:

■ A growing portion of iWorkers want to use personal mobile devices for work. North American and European information workers want to use their personal devices for work and are ready to share the cost. Forrester found that at companies with 1,000-plus employees, 35% of iWorkers in the US, 24% in Canada, and 21% in Europe are ready to pay some or all the cost of a mobile phone or smartphone used for work. Additionally, 28% of US iWorkers, 18% of Canadians, and 18% of Europeans are ready to pay for a tablet PC used for work.2

■ Corporate laptops and smartphones aren’t enough for perpetually online users. The BYOD tipping point for many firms is tablet PCs.3 Smartphones and PCs dominate enterprise environments today, but many firms understand that given the price points and the ease of using a tablet, it’s reasonable to expect growing demand for tablets as an outright substitute for laptops by senior executives and sales staff, who mostly use their devices for reading reports and email. For sourcing and mobility leaders, this exacerbates an already painful BYOD management headache.

■ Three-device requirements are getting too complex to manage. Highly mobile workers like road-warrior sales reps and constant-motion executives need a laptop to compose and modify reports and work with spreadsheets. But empowering these individuals with the right technology for their job, with the right cost-control mechanisms and proper security measures, is becoming increasingly complex. Virtually every enterprise client we’ve spoken with during the past year expects to restrict company-paid third devices to a select group of workers. They want to provide some level of IT and SVM support to these groups, but recognize there will be a significant number of employees who don’t qualify for a company-owned device yet still need some basic support.

GLOBaL ByOD MaNaGeMeNT Is NOw a MUsT FOR UNTeTheReD wORKeRs

Distributed user companies are stepping up their BYOD management efforts. Typically, they’ve turned inwards to corporate IT for help, placing increased demand on IT organizations to keep pace with all of the changing BYOD requirements. However, most organizations have small pilot BYOD programs. As these programs expand to include more platforms, devices, and applications, IT will struggle with having enough staff with the right skills to effectively support employees.




As these challenges grow, more and more IT decision-makers are searching for outside help to achieve, and retain the right balance between the following: 1) managing costs for hardware, software, connectivity, and support; and 2) ensuring appropriate controls of company assets and ensuring responsible user behavior.

Corporate ByOD efforts are Increasing

Top initiatives related to BYOD we hear about regularly from enterprise clients focus on the balancing act between cost and control. They include (see Figure 1):

■ Device and information security. Security management for employee personal devices used for work is a top concern, which is unlikely to abate. This work focuses on devices as “zero-trust endpoints.” It focuses on what type of information and resources can be accessed, and how to monitor and enforce IT policies related to downloads and transfers of information.

■ Scalability. Despite the reported increase in BYOD adoption, many decision-makers we’ve spoken with are afraid to formalize existing ad hoc programs. Others are worried about how much it could cost to scale up an existing program from a few hundred to potentially tens of thousands of users across several international markets.

■ Device and operating system diversity. A common hesitation about implementing or expanding BYOD is figuring out how to manage the transition from an all-BlackBerry environment to a more diverse one. Many clients have adopted an all-Apple approach instead. Consumerization is also causing pressure on decision-makers to support popular and cheaper Android mobile phones and tablets.

■ Geographic programs. BYOD requirements vary significantly by geographic location. Some clients tell us they aren’t considering BYOD in Europe (in particular, the Netherlands, Germany, and France) due to regulatory rules regarding employee privacy. In markets like the US or UK, where there’s already a high penetration of consumer smart devices, employees might accept using their personal device for work. In most other markets, however, employees expect the employer to pay for a device that’s used for work. For this reason, device reimbursement practices will vary widely — begging the question by many clients as to how much is fair to ask or expect employees to pay, and how to administer stipends.




Figure 1 Distributed User Companies Are Stepping Up Their BYOD Efforts

GLOBaL ByOD MaNaGeMeNT seRvICes evaLUaTION OveRvIew

Forrester expects the emerging market for global mobility management services that will include BYOD to mature quickly during the next three years, as specialist newcomers and established network and systems integrators collide to grab competitive advantage. By 2016, the market for BYOD management services will include several dozen competitors to consider — ranging from specialists targeting a single geographic region or one or two vertical industries, to the largest global systems integrators and network operators (see Figure 2).

The focus of this Forrester Wave evaluation is twofold: first, a comparison of currently available commercial mobile IT service bundles specific to BYOD that include third-party management of business processes, systems, and support; and second, the international/global delivery and ongoing support capabilities of the participating services providers for BYOD management outside their home country markets.

To assess the state of the BYOD services market and see how the service providers stack up against each other, Forrester evaluated the strengths and weaknesses of 13 enterprise mobility service providers with commercial offers for global BYOD management services.

Source: Forrester Research, Inc.113185

“How do you expect the following aspects of your firm’s BYO smartphoneor tablet policy to change over the next 12 months?”

(4 or 5 on a scale of 1 [“Decrease significantly”] to 5 [”Increase significantly”])

Source: Forrsights Mobility Survey, Q2 2013

Base: 377 North American and European mobile decision-makers from �rms with 1,000 or more employees who are piloting or have implemented BYO tablets or smartphones

Device reimbursement (stipend) per employee 42%

Geographies covered by the policy 42%

Number of operating systems supported 57%

Types of devices supported(smartphone, tablet, PC)

63%

Number of employees using the program 75%

Security requirements for BYO devices 77%




After examining past research, user need assessments, and service provider and expert interviews, we developed a comprehensive set of high-level evaluation criteria aimed at uncovering differentiators in the emerging market of global BYOD management services. We evaluated service providers against 15 criteria, which we grouped into three buckets:

1. Current offering. Current offerings scores reflect the company’s standard or core offerings, enhanced services, and integration capabilities. When evaluating the core offering, we evaluated the comprehensiveness and standardization of mobility managed services, as well as the standards and SLAs of these services. To evaluate enhanced and ancillary services, we evaluated the additional services the company offers, such as mobile app stories, content management, and mobile unified communications. When evaluating integration capabilities, we evaluated how well services integrate with other third-party technology solutions, such as mobile device management, mobile telecom expense management (TEM), and mobile application management (MAM). In addition, we evaluated how well the capabilities integrate with back-end systems like ERP, cloud-based applications, and corporate communications systems.

2. Strategy. To evaluate each company’s strategy, we looked at their overall value proposition, services focus, go-to-market strategy, marketing capabilities, road map, and pricing models. We evaluated each company’s BYOD services in the context of its overall mobility strategy and its level of differentiation, with a specific focus on how important these services were to its core business operations. When evaluating go-to-market and marketing capabilities, we looked at how solid the company’s plan is for its BYOD services offering, including commercial strategy and partner relationships. We also looked at whether the company has dedicated marketing budget and sales activities focused primarily on its BYOD services. With regard to service delivery and pricing models, we evaluated the company’s primary and alternative service delivery models, SLAs, and pricing options that the company had or was planning to roll out in 2014.

3. Market presence. To evaluate market presence, we evaluated each company’s customer base, both within and outside of its core market. In particular, we reviewed the portion of overall revenues dedicated to BYOD services, as well as the median implementation size. When evaluating the company’s international presence, we evaluated how many customers the company had with corporate-liable and also BYOD mobile devices under management outside of its domestic market, the number of clients with over 1,000 devices under management, as well as the portion of BYOD services revenues from the company’s largest customer. We also evaluated the provider’s total revenues and the CAGR for these revenues in 2013.




Figure 2 Widely Available Commercial Global BYOD Management Services Capabilities


Servicefeatures

Professionalservices and

consulting

Explanation

May include corporate mobile asset audits, creating user pro�les for corporate-liableeligibility and BYOD stipends, and designing and maintaining inventory systems (software,hardware, services, security), to implementation project management and life-cyclemanagement. Several providers take a consultative approach and price out all MMSengagements as professional services, based on what a customer selects from a menu ofstandard service features, enhancements, ancillary solutions, and related custom-builds.

Devicemanagement

Mobile device management may be native to the provider’s solution, or alternatively, couldbe resold third-party MDM software or integration of an existing MDM solution. Typicallyalso includes detecting and quarantining compromised jailbroken or rooted devices,remotely locking/unlocking devices, con�guring settings for network and apps access,wiping contacts selectively, etc. Containerization creates a separate workspace reserved forcorporate content and information that is password protected and encrypted. It keepsthreats isolated and allows information to be wiped from a device that could threaten thenetwork and risky apps blocked from use in work-mode, but without affecting the integrityof personal information or blocking or deleting personal apps.

Geofencing Does things like automatically con�gure Wi-Fi as a device moves in and out of geofencedboundaries, like the corporate wireless LAN. Additionally, app and information access rightsand restrictions will be enforced based on the location of the device, or a BYOD option willexclude the device from location tracking.

Enrollment,onboarding,

administration

Could involve self-enrollment with options, third-party tier one support and online educationfor users about security and use policies and how to activate automated app downloads,etc., and alerts and reports for managers.

Internationalprovisioningand support

Often part of a life-cycle management outsourcing engagement, it takes into accountregulatory and other restrictions, including those pertinent to using personal devices forwork, and includes provisioning and con�guring devices corporate-liable (and sometimesBYOD purchased from a preferred carrier), and local language help desk support to users(tier one) as well as administrators (tier two).




Figure 2 Widely Available Commercial Global BYOD Management Services Capabilities (Cont.)

Major ByOD service Providers

Forrester included 13 service providers in the assessment: Amtel, AT&T, Cass, DMI, HP, IBM, MDSL, Movero, Orange, Tangoe, Verizon, Vodafone, and Vox Mobile. 4 Forrester did not hold a formal screening process because this is a study of an emerging market ecosystem specific to BYOD. Instead, based on enterprise client inquiries and dozens of vendor briefings during the past 18 months focused on BYOD management outsourcing, 23 service providers were invited to provide feedback on our draft vendor questionnaire for this study.

After reviewing our questionnaire, 10 providers opted out. Among the reasons given for opting out were, in order of frequency, lack of a “standard” or “commercial” offering for BYOD management; lack of international customers for BYOD; or difficulty with providing reference customer contacts. The lack of dedicated offerings in these areas reflects the emerging nature of the marketplace.


Servicefeatures Explanation

Self-serviceportal

Secure customer web portals are always provided for reporting, trouble ticketing, and somelevel of self-provisioning, but some providers have gone beyond portals for administrators,to include a self-service portal for end users — corporate liable, and increasingly, alsoBYOD — e.g., for ordering new devices and new services, and tracking consumption ofmobile data, etc.

Service deskand help desk

All providers of mobility management services offer tier-two service desk support foradministrators. Most global service providers serving multinational enterprises also offertier one help desk for end users (corporate-liable only or also BYOD) — for an additional fee.Most will provide bundled in onboarding tier one help desk that could also include BYOD —to set up and train end users about MDM, MAM, and TEM, and how to use theself-service portal.

Telecomexpense

management(TEM)

Includes consumption reporting and some level of analytics and trending, often with planoptimization options. Sometimes also includes automated stipend management throughinterfaces with the customer’s payroll and accounting systems to pay the user; and/orinterfacing with select mobile operators to pay directly to them a preset amount or forspeci�c usage types like itemized apps use or international roaming

MobileApplication

management(MAM)

Might include con�guring blacklist and whitelist policies for apps used on a personal device;creating a corporate app store (for private, and also public cloud apps); managing app userlicenses; and remote pushing of productivity and business apps. It also could include appdevelopment and certi�cation (see also other mobility services). Virtual desktop serviceincludes delivering and managing virtualized apps on the provider’s mobility cloudservices platform.

Contentmanagement

Might include content management beyond containerization, such as monitoring andenforcing security policies related to blocking the capture of visual content using a cameraor webcam, transferring, or storing email attachments, etc.




Each of the 13 service providers that completed the vendor questionnaire (see Figure 3):

1. Offers a set of commercial services for mobility management that includes BYOD. All of the providers are delivering a portfolio of bundled and standalone commercial mobile IT services to user companies that include BYOD management outsourcing. Most or all of a provider’s core global BYOD management services are delivered directly by the provider; for some enhanced or ancillary services for international service delivery, an identified third-party partner might be used — including another provider included in our evaluation. Their standard BYOD management offers always include integration with software — i.e., for mobile device management, telecom expense management, CRP, and ERP, and sometimes unified communications. All of the providers offer a full life-cycle management outsourcing option and professional services for global BYOD.

2. Manages many mobile devices for customers of which a large number are BYOD. Each of the providers has at least 150,000 external customers’ mobile devices under management. All of the providers also expect the number of BYOD devices under management to grow 20% to 50% each year during the next three years.

3. Has the capability to manage customers’ mobile devices including BYOD internationally. Each of the providers has at least 5,000 customer devices under management in multiple countries. All of the providers are also aggressively expanding their international capabilities to deliver and support global BYOD management in several countries on multiple continents — both directly and using local and regional partners.




Figure 3 Evaluated Service Providers: Vendor Information And Selection Criteria

Source: Forrester Research, Inc.

Provider

Amtel

AT&T

Cass

DMI

HP

IBM

MDSL

BYOD services/portfolio evaluated

Mobile Security and Apps ManagementMobile Telecom Expense Management (TEM)

AT&T Toggle™Mobile Device Management (MDM)Mobile Application and Content ManagementMobile Workspace ManagementEnterprise Mobility ConsultingMobile Application Service DeskDevice DeploymentLifecycle Services

Cass Communications Lifecycle ManagementCass BYOD Management ServicesCass BYOD Stipend Solution

Mobile Strategy24x7 User and Device Management24x7 Managed MDM systems24x7 Mobile HelpdeskMobile App Development, Management and Certi�cationApp Store Development and ManagementMobile SecurityUser and Administrator Training

Mobile Enterprise Services (HP Helion Mobility; Mobile Management Services)Client Virtualization Services

IBM MobileFirst Services

TEM VisionSmart MDMBYOD Registration Work�owEmployee Contribution ProgramCall TaggingAutomated Invoice Processing (AIP)Smart DashboardsData Explorer

Top industryverticals for BYOD

Energy, healthcare, �nancial services,logistics, education

Retail, �nancial services, government,manufacturing, transportation, andlogistics

Retail, manufacturing, healthcare,�nancial services, professionalservices

Pharmaceutical, manufacturing,energy, professional services,�nancial services, public sector/government

Financial services, manufacturing,public sector, and government

Public sector and government, retail,manufacturing

Financial services, manufacturing,pharmaceutical




Figure 3 Evaluated Service Providers: Vendor Information And Selection Criteria (Cont.)


Movero

Orange

Tangoe

Verizon

Vodafone

Vox Mobile

Enterprise Mobility ManagementBYOD Help Desk with MDM SupportMovero DesignMovero ProcureMovero DeployMovero SecureMovero ManageMovero Support

Business Everywhere SmartMobile Consulting ServicesMobile SSLSmartphone ManagementTelecom Expense Management

MatrixMobile BYOD Solution Suite

Mobile Workforce ManagerMobility Professional ServicesVerizon Cloud, Managed Mobility

Device ManagementPro�le ManagerMobile Threat ManagerBroad suite of managed mobility servicesProfessional servicesMobile securityTelecom Expense Management

Vox Architect strategic consulting servicesEnterprise Mobility WorkshopVox Choice mobility management softwareVox Assist 24/7 help desk servicesVox Admin 24/7 system support services

Healthcare, retail, manufacturing

Technology, manufacturing, logisticsand transportation, professionalservices

Financial services, energy/naturalresources, manufacturing, logisticsand transportation, retail

Financial services, healthcare, retail

Banking, �nancial services,technology

Financial services, healthcare, energy,manufacturing, legal services

Provider BYOD services/portfolio evaluatedTop industryverticals for BYOD




DMI, vodafone, and vox Mobile Lead a Competitive emerging ByOD Landscape

The evaluation uncovered a market in which (see Figure 4):

1. DMI, Vodafone, Vox Mobile, AT&T, HP, Verizon, Tangoe, and Orange are market leaders. These companies have put together comprehensive BYOD services that include a focused offering, integration capabilities, and professional services. It’s notable that several leaders in this evaluation are considered “specialists,” reflecting the fact that BYOD services customers require specialized expertise.

2. Amtel, IBM, Cass, MDSL, and Movero are strong performers. Each of these companies offers a strong competitive set of solutions, although their focus is not as clearly aligned with global BYOD services as the leaders. For example, they scored lower on professional services offerings and dedicated marketing budgets for BYOD management services.

This evaluation of the BYOD management services market is intended to be a starting point only. We encourage clients to view detailed product evaluations and adapt criteria weightings to fit their individual needs through the Forrester Wave excel-based service provider comparison tool.

Figure 4 Forrester Wave™: Global BYOD Management Services, Q2 ’14


RiskyBets Contenders Leaders

StrongPerformers

StrategyWeak Strong

Currentoffering

Weak

Strong

Go to Forrester.com to

download the Forrester

Wave tool for more

detailed product

evaluations, feature

comparisons, and

customizable rankings.

DMIVodafone

Vox Mobile

AT&T

HP

Verizon

TangoeOrangeAmtel

IBM

Cass

MDSL

Movero

Market presence




Figure 4 Forrester Wave™: Global BYOD Management Services, Q2 ’14 (Cont.)

seRvICe PROvIDeR PROFILes

Leaders

■ DMI delivers a leading offering, especially for US-based MNCs. Privately held DMI’s value proposition for global BYOD management services centers around its many years of experience in delivering mobility management services focused on cost savings, mobile security and risk management, and international support. DMI has a strong and focused BYOD core offering anchored around security and enablement, as well as strong integration, innovation, and professional services. DMI offers a range of solutions, including mobile strategy, device management, help desk, mobile app development, app store development, mobile security, and training. The company invests considerable resources in mobile computing research to


CURRENT OFFERING Standard or core offer Enhanced and ancillary services Integration Innovation Professional services Customer feedback STRATEGY Value proposition Focus Go-to-market Marketing and sales capabilities 2014 to 2015 road map Service delivery and pricing model MARKET PRESENCE Customer base International base Revenues

Cas

s

3.553.004.00

4.003.003.004.00

2.904.003.003.001.00

3.003.00

1.402.001.001.00

AT&T

3.704.004.00

4.004.003.003.00

4.004.004.004.004.00

4.004.00

3.704.003.004.00

Am

tel

3.504.003.00

4.003.002.004.00

3.354.004.002.001.00

4.004.00

2.103.002.001.00

Forr

este

r’sW

eigh

ting

50%20%15%

20%15%10%20%

50%20%25%10%15%

15%15%

0%40%30%30%

DM

I

4.505.005.00

5.005.004.003.00

3.805.004.003.002.00

4.004.00

2.403.002.002.00

HP

3.854.005.00

5.004.003.002.00

3.553.003.004.004.00

4.004.00

2.703.003.002.00

IBM

3.304.004.00

5.004.003.000.00

3.354.002.004.004.00

4.003.00

3.003.003.003.00

MD

SL

3.204.003.00

4.003.001.003.00

2.703.003.003.001.00

3.003.00

1.803.001.001.00

Ora

nge

3.754.004.00

4.003.003.004.00

3.354.002.004.004.00

3.004.00

3.404.002.004.00

Tang

oe

3.754.003.00

4.004.003.004.00

3.554.004.004.002.00

4.003.00

3.104.003.002.00

Veriz

on

3.453.003.00

4.004.002.004.00

3.904.003.004.004.00

5.004.00

4.004.005.003.00

Vod

afon

e

4.455.004.00

4.005.005.004.00

3.604.003.004.004.00

4.003.00

4.004.004.004.00

Vox

Mob

ile

4.104.004.00

4.004.003.005.00

3.954.005.004.002.00

4.004.00

2.103.002.001.00

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

Mov

ero

2.753.002.00

3.003.002.003.00

2.853.003.003.001.00

4.003.00

0.701.000.001.00




keep its portfolio innovative. It’s a strong option for US-based organizations, including larger multinational companies, and operates four mobile service centers (MSCs) in the US and Germany, with additional ones planned in 2014 in Australia, Asia, and Latin America.

■ Vodafone offers a broad suite of global managed mobility services. Vodafone’s go-to-market strategy for BYOD management services is within the context of its broader story about managing consumerization in the enterprise. The company’s BYOD solutions include device management, profile management, and mobile threat management solutions. In addition, the Vodafone’s Global Enterprise (VGE) unit offers a broad suite of global managed mobility services. Professional services are also part of Vodafone’s core offering, including mobile security, BYOD mobile telecom expense management, and mobile policies. Vodafone’s “Work on any Device” (WOAD) proposition is centered on the BYOD operating model, where a suite of products and services has been arranged to enable multidevice and mobile-operating-system-agnostic management of both devices and telecom expenses. Vodafone offers a strong choice for multinational organizations with employees in countries where it has a mobile network or offers services through local carrier partners.

■ Vox Mobile’s complete life-cycle services are backed by its GEMA partnership. Vox Mobile embraced BYOD as a part of an enterprise mobility management portfolio early on, and it has been a consistent provider of high-quality services and continuous innovation. The company’s core offering supports the complete life cycle of BYOD and corporate-liable (CL) programs with consulting services, automation software, 24x7 help desk, and system administration. Vox Choice mobility management software automates BYOD and CL device management programs for policy compliance, request management, and financial reconciliation. It integrates mobile device management, telecom expense management, help desk ticketing, and other systems to provide customers with a single view and advanced reporting. The Global Enterprise Mobility Alliance (GEMA) joint venture also delivers BYOD consulting services across an expanding number of countries that leverage the company’s core intellectual property. Vox Mobile/GEMA is a strong option for user organizations wanting to manage mobile users, including BYOD, within and between the joint venture members’ markets.

■ AT&T ensures consistent support through AT&T Toggle and MDM partnerships. AT&T created an Advanced Mobility Solutions (AMS) organization in 2010 to address the growing need for holistic enterprise mobility solutions like AT&T Toggle — to separate work and personal areas on BYOD devices — and MDM. The AMS organization has made the growth of mobility solutions, including BYOD, a key business priority within the broader company. AT&T’s core BYOD management services are delivered in three primary ways: 1) AT&T Toggle, a dual persona solution that includes advanced features such as a separate business voice and data plan; 2) mobile device management, which leverages partnerships with AirWatch, MobileIron, and Good Technology; and 3) a hosted virtual desktop solution powered by VMware. AT&T offers additional services on top of its standard offerings, including professional




services, integration, help desk support, and life-cycle management. It offers a strong option for US-based enterprises and international organizations with business operations in the US that want to leverage multiservice contracts with AT&T in order to optimize costs and ensure consistent end user support for BYOD as well as corporate-liable mobile users.

■ HP packages a strong BYOD offering into its broader IT outsourcing expertise. Mobility is one of HP’s four strategic pillars across all of its businesses. The company’s mobility management services, including BYOD services, are for mobile device app and file management and secure access to apps and content. HP Mobile Enterprise Services include mobility (including user authentication, secure file sharing and syncing, and app access) and messaging (secure access to email and personal information delivered via its virtual private cloud infrastructure). It also offers mobile application consulting, design, development, and testing, and cloud security risk and control services. HP has detailed road maps with development plans, including: enhancements of the packaged offerings, a focus on user experience, and new tools for service automation. It is a strong option for both existing customers and large enterprises that are interested in outsourcing global mobility management that includes BYOD as part of a broad-scale IT outsourcing arrangement.

■ Verizon offers holistic services, coupled with a large international presence. Verizon offers a holistic Mobile Workforce Manager platform that includes device management, secure workspace, and connectivity management in the Verizon Cloud, with additional premises-based mobile device management options. Specific BYOD transition support is provided through a

“white glove” service team that provides migration support to end users. Verizon offers tier two (IT administrator) support for traditional MDM, mobile app management (MAM), and other services included in the Mobile Workforce Manager platform. Verizon’s consulting services related to mobility management that encompasses strategy, design, and planning are tailored to support considerations of BYOD alongside existing corporate assets, available as fixed fee consulting services. Additional integration/implementation and ongoing management services are also available from Verizon mobility consulting team. BYOD innovation is powered by Verizon’s investments in security, data centers, 4G/LTE, and cloud computing. It provides a strong choice for large US-based user organizations that are transitioning away from corporate-liable in favor of a hybrid CL-BYOD environment, including those with multinational operations.

■ Tangoe delivers global life-cycle management services. Tangoe’s offering is a fully integrated mobility management services (MMS) and mobile device management (MDM) solution for corporate-liable and BYOD devices. Core capabilities include advisory, activation (a self-service portal for activating approved devices), management, expense monitoring, and support. Tangoe’s enhanced and ancillary services focus on life-cycle management and optimization. In addition to tier-one through tier-three help desk/service desk services, Tangoe offers global support, VIP support, and also remote access software for access into end users’ smartphones or




tablets. It should be considered by large and multinational user organizations that are interested in outsourcing mobility management, including BYOD, in one or multiple countries that ranges from full mobility life-cycle management outsourcing to a selection of individual services within its portfolio.

■ Orange’s solution is a leading option for MNCs in Europe. Orange created its Orange Mobile Enterprise (OME) unit in 2012 by integrating its global mobility and machine-to-machine (M2M) entities to fulfill its vision of next-generation “Smart Mobility.” The business unit is dedicated to managed mobility solutions that include BYOD for multinationals. The company’s Global Managed Mobility service portfolio supports mixed or hybrid corporate-liable and BYOD fleets, with services such as mobility consulting, MDM, MAM, and TEM. It is a comprehensive life-cycle management solution framework for addressing all aspects of provisioning, operating, and managing mobility services. Orange’s solution engagement process includes solution design and service integration. It can integrate most of the components of its mobility portfolio with customer-managed components, or it can manage the transition and transformation of the customer’s existing mobility environment to an Orange managed solution. It is a strong option for large multinational organizations based in Europe that are considering or are already customers of Orange Business Services or the FreeMove Alliance.

strong Performers

■ Amtel is a strong cloud option for midsize US-based enterprises. Amtel considers its cloud-based mobile device management solution for BYOD to be at the center of its value proposition, and is gaining meaningful traction with enterprises with field service forces. The company covers all three existing aspects of its mobility management portfolio in a cloud platform: device management; expense management, and enterprise apps store management. Amtel is prioritizing its BYOD development focus to enable endpoint management that integrates the security of smartphones, Mac, and laptop PCs; and enables granular control of data. The company’s approach to innovation focuses on bringing total corporate communication to BYOD devices with security, content, expense tracking and management, and technical support — it has pending patents for the integration of mobile security with expense control and corporate communications apps. Amtel has a modest number but a high portion of customers’ mobile devices under management that are located in international markets — 25% of the total. It should be considered by midmarket and larger US-based enterprises that are expanding their international business operations and want to enable support for BYOD in a consistent manner internationally.

■ IBM’s MobileFirst bring solid BYOD services to its IT customer base. IBM considers mobility as one of its key corporate initiatives, and BYOD is a major component of that focus. IBM’s approach to BYOD outsourcing is consultative to create a road map for device management. Its core “MobileFirst” solution includes setup and ongoing management of device provisioning and configuration, email management, device monitoring, guidance on mobile device management,




reporting, and self-service support. Additional services include infrastructure consulting mobility management, collaboration, and network services. All the BYOD-related services are provided directly by IBM, using its own software products as well as technology partners/vendors to provide BYOD solutions. IBM provides an exceptional level of integration capabilities, using its own software products as well as technology partners to provide BYOD solutions combined with the expertise of IBM Global Services. IBM offers a strong option for any size company interested in outsourcing BYOD and mobility management. They offer their services stand-alone or as part of a broader or comprehensive global IT outsourcing engagement.

■ Cass delivers hybrid mobile services to North American enterprises. Cass’ value proposition focuses on cost and management efficiencies of hybrid corporate-liable and BYOD environments. Cass offers end-to-end BYOD management services that include mobile policy advisory, direct-to-carrier and monthly BYOD stipend payments, BYOD program management, integration with enterprise systems, and an employee self-service portal. The company provides additional services, such as strategic sourcing and RFx services for competitive bid and innovation of hybrid-liable corporate service contracts. It has more than 70 employees (a high portion of its modest-sized employee base) who currently spend the majority of their time working on mobility solutions that include global BYOD management. Cass’ customers have primarily focused on optimizing the North American environment and have only recently begun to expand those programs overseas. Over the next 24 months, Cass expects potentially dramatic increases in devices managed internationally — both corporate-liable and BYOD. It should be considered by user organizations in the US that are investigating opportunities to outsource management of their mobility environment that includes BYOD.

■ MDSL simplifies device management with its Smart TEM telecom management suite. MDSL’s core BYOD management services include device management, BYOD procurement workflows, device self-certification, telecom expense management, integration, and consultancy services. MDSL interfaces with the key functions of the leading third-party MDM solutions to integrate the customer’s MDM systems — including when they have multiple MDM systems that don’t communicate — into a single, centralized telecom management tool, and provides a global overview of the customer’s total wireless and, if applicable, fixed line telecom assets and spend. The company provides both tier-one (end user) and tier-two (IT administrator) “follow the sun” global help desk support through its partnership with the Global Enterprise Mobility Alliance (GEMA). MDSL also provides the underlying technology for a number of global service providers that are actively developing BYOD management outsourcing services. Its solution is available in more than 100 countries via a network of regional support centers, and it can be customized to meet local data security and privacy regulations. The US is its largest market for mobility management services including BYOD, representing about half of revenues 2013. It should be considered by user organizations that require a suite of services that includes expense management and integration with one or more preexisting MDM solutions.




■ Movero delivers life-cycle mobile management tools to US-based organizations. In December 2013, Movero was integrated with the capabilities of the companies Pinnacle and Veramark to form the new company Calero during the course of this evaluation, so this evaluation is limited to Movero’s capabilities. The company’s BYOD management go-to strategy is an extension of its general enterprise mobility management go-to strategy. Movero provides telecom cost management, mobile device management, and other technology solutions to help enterprises manage BYOD. These include device provisioning and activation services, MDM configuration services, contract and content management, administration, support of app stores and app management, stipend reimbursement and hardware allowance program management, partner interaction services, policy consultation, and tools and services to generate business intelligence for improving usage and cost forecasts. Movero’s enhanced and ancillary services include tier-one and tier-two support for BYOD MDM security management that is increasingly integrated as part of the Calero brand. Most customers are supported by the US service desk staffed by Movero employees. The company currently has a relatively low percentage of BYOD devices under management within its mobility management services compared with the other providers evaluated, but it is making investments to establish international operations. The new company Calero should be considered by US-based organizations interested in mobility life-cycle management that includes BYOD.

sUPPLeMeNTaL MaTeRIaL

Online Resource

The online version of Figure 4 is an Excel-based service provider comparison tool that provides detailed product evaluations and customizable rankings.

Data sources Used In This Forrester wave

Forrester used a combination of three data sources to assess the strengths and weaknesses of each solution:

■ Service provider surveys. Forrester surveyed service providers on their capabilities as they relate to the evaluation criteria. Once we analyzed the completed service provider surveys, we conducted service provider calls where necessary to gather details of service provider qualifications.

■ Service provider briefings. We asked service providers to conduct overview sessions detailing their product functionality and company strategy.

■ Customer reference surveys. To validate product and service provider qualifications, Forrester also conducted reference surveys with up to four of each service provider’s current customers.




The Forrester wave Methodology

We conduct primary research to develop a list of service providers that meet our criteria to be evaluated in this market. From that initial pool of service providers, we then narrow our final list. We choose these service providers based on: 1) product fit; 2) customer success; and 3) Forrester client demand. We eliminate service providers that have limited customer references and products that don’t fit the scope of our evaluation.

After examining past research, user need assessments, and service provider and expert interviews, we develop the initial evaluation criteria. To evaluate the service providers and their products against our set of criteria, we gather details of product qualifications through a combination of lab evaluations, questionnaires, demos, and/or discussions with client references. We send evaluations to the service providers for their review, and we adjust the evaluations to provide the most accurate view of service provider offerings and strategies.

We set default weightings to reflect our analysis of the needs of large user companies — and/or other scenarios as outlined in the Forrester Wave document — and then score the service providers based on a clearly defined scale. These default weightings are intended only as a starting point, and we encourage readers to adapt the weightings to fit their individual needs through the Excel-based tool. The final scores generate the graphical depiction of the market based on current offering, strategy, and market presence. Forrester intends to update service provider evaluations regularly as product capabilities and service provider strategies evolve. For more information on the methodology that every Forrester Wave follows, go to http://www.forrester.com/marketing/policies/forrester-wave-methodology.html.

Methodology

Forrester’s Forrsights Mobility Survey, Q2 2013, was fielded to 2,258 IT executives and technology decision-makers located in Canada, France, Germany, the UK, and the US from small and medium-size business (SMB) and enterprise companies with two or more employees. This survey is part of Forrester’s Forrsights for Business Technology and was fielded from March 2013 to May 2013. ResearchNow fielded this survey online on behalf of Forrester. Survey respondent incentives include points redeemable for gift certificates. We have provided exact sample sizes in this report on a question-by-question basis.

Each calendar year, Forrester’s Forrsights for Business Technology fields business-to-business technology studies in more than 17 countries spanning North America, Latin America, Europe, and developed and emerging Asia. For quality control, we carefully screen respondents according to job title and function. Forrester’s Forrsights for Business Technology ensures that the final survey population contains only those with significant involvement in the planning, funding, and purchasing of IT products and services. Additionally, we set quotas for company size (number of employees) and industry as a means of controlling the data distribution and establishing alignment with IT spend calculated by Forrester analysts. Forrsights uses only superior data sources and advanced datacleaning techniques to ensure the highest data quality.




Forrester’s Business Technographics Global Telecom And Mobility Workforce Survey, 2014 , was fielded to 7,032 information workers located in Australia, Brazil, Canada, China, France, Germany, India, New Zealand, the UK, and the US from SMB and enterprise companies with two or more employees. This survey is part of Forrester’s Business Technographics and was fielded during January 2014 and February 2014. Toluna fielded this survey online on behalf of Forrester. Survey respondent incentives include points redeemable for gift certificates. We have provided exact sample sizes in this report on a question-by question basis.

Each calendar year, Forrester’s Business Technographics fields business-to-business technology studies in than 10 countries spanning North America, Latin America, Europe, and Asia-Pacific. For quality control, we carefully screen respondents according to job title and function. Forrester’s Business Technographics ensures that the final survey population contains only those who use a PC or smartphone at work for at least 1 hour per day. Additionally, we set quotas for company size (number of employees), gender, and job function as a means of controlling the data distribution. Business Technographics uses only superior data sources and advanced data-cleaning techniques to ensure the highest data quality.

Integrity Policy

All of Forrester’s research, including Waves, is conducted according to our Integrity Policy. For more information, go to http://www.forrester.com/marketing/policies/integrity-policy.html.

eNDNOTes1 Source: Forrsights Mobility Survey, Q2 2013. Base: NA & European mobile decision makers from

companies with 1000+ employees. In Q1 2013, we asked 380 mobility decision-makers at North American and European firms with 1,000 to 4,999 employees, and 511 decision-makers at firms with 5,000 or more employees, “How important are each of the following initiatives in your firm’s mobility strategy for supporting your employees over the next 12 months? — Support a wider variety of mobile devices and platforms (e.g., tablets, iOS, Android).” Thirty percent of the 511 respondents working at very large enterprises (5,000 or more employees) identified this as a critical priority for their firm, and 45% said it will be a high priority during H2 2013 and H1 2014. This compares with 18% of respondents at firms with 1,000 to 4,999 employees who identified this as a critical priority, and 48% who said it’s a high priority for their firm. Manufacturing is the industry with the highest portion of firms that consider this a critical or high priority: 83% of the 134 respondents in that industry said it will be a critical (43%) or high (40%) priority for their company during the next 12 months. Source: Forrsights Telecom And Mobility Workforce Survey, Q1 2013.

2 Source: Business Technographics Global Telecom And Mobility Workforce Survey, 2014. Base: NA & European mobile decision makers from companies with 1000+ employees. Forrester recently asked 855 US, 388 Canadian, and 1,048 European information workers, “What is your level of interest in being




allowed to bring your own mobile phone/smartphone as your work mobile/smartphone?” Twenty percent of Americans, 21% of Canadians, and 17% or Europeans at firms with 1,000 or more employees responded,

“I’d be willing to contribute some of my own money,” and 11% of Americans, 8% of Canadians, and 4% of Europeans responded, “I’d be willing to pay the entire cost if I could get the mobile/smartphone of my choice.” We asked the same group of iWorkers, “What is your level of interest in being allowed to bring your own tablet as a work device?” We learned that 17% of Americans and 15% of Canadians and European iWorkers would “be willing to contribute some of my own money to get the tablet of my choice,” while 10% of Americans, 6% of Canadians, and 3% of European iWorkers would “be willing to pay the entire cost.” Source: Forrsights Telecom And Mobility Workforce Survey, Q2 2013.

3 For a detailed discussion about BYOD in Europe, including why it lags North America, see the December 18, 2013, “Demystifying BYOD In Europe” report.

4 In December 2013, the company Movero was integrated with the companies Pinnacle and Veramark to form Calero during the course of this evaluation. To ensure the consistency of our evaluation, we refer to the legacy capabilities of Movero in this document.


Forrester Research (Nasdaq: FORR) is a global research and advisory firm serving professionals in 13 key roles across three distinct client segments. Our clients face progressively complex business and technology decisions every day. To help them understand, strategize, and act upon opportunities brought by change, Forrester provides proprietary research, consumer and business data, custom consulting, events and online communities, and peer-to-peer executive programs. We guide leaders in business technology, marketing and strategy, and the technology industry through independent fact-based insight, ensuring their business success today and tomorrow. 113185

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