©Nemertes  Research  2012   ±     www.nemertes.com       ±     888-­‐241-­‐2685     ±   DN2226  

PilotHouse Award Summary

For   the   first   time   this   year,   Nemertes   Research   has  asked   IT   decision-­‐makers   to   rate   their   Mobile   Device  Management   (MDM)   providers.   This   year’s   program   includes  ratings  from  more  than  2,000  IT  decision-­‐makers,  primarily   in  North  America,  with  about  half  representing  global  companies.  Six  MDM  vendors  received  ratings.    

What   makes   this   project   so   different   from   any   other  research   available?   The   results   are   based   100%   on   the  experiences   of   MDM   decision-­‐makers.   Nemertes’   staff  determines   the   methodology,   conducts   the   research   and  analyzes   the   findings,  but  we  have  no   influence  over  how  any  vendors   perform;   that   rests   with   their   customers.   Because  these  results  represent  the  distilled  experiences  of  their  peers,  IT   professionals   can   use   them   in   creating   or   reassessing   an  MDM  strategy.    In  addition,  no  vendors  sponsor  this  research  or  influence  the  methodology.  

IT   practitioners   rated   their   providers   on   a   1   to   5   scale   (5   is   the   highest   score)   in   three   areas:  technology   (encompassing   features,   functionality,   robustness,   and  performance);   customer   service   and  support  (encompassing  everything  from  sales  support  through  end-­‐of-­‐life  transitions);  and  value  (bang  for   the   buck,   or   how  well   price  matches   technology   and   support).  Nemertes   defines   two   categories   of  vendors:  Market  Leaders,  which  have  relatively  larger  shares  of  a  market  and  which  collectively  account  for   the  majority   of   the  market;   and  Market   Challengers,   which   have   smaller   parts   of   the  market   and  which  account   for   a  minority  of   the  overall  market.   In  MDM,   there   are  no  Market  Leaders,   so  we  only  issued  an  award  in  the  Market  Challenger  category.  

AirWatch  wins  the  PilotHouse  award  for  MDM  Market  Challengers,  topping  McAfee,  HP,  Microsoft,  IBM,  and  Research  In  Motion.  AirWatch  leads  every  MDM  vendor  in  technology  and  value.  

 

Why AirWatch Won AirWatch’s  overall  score  (4.29)  is  the  result  of  two  key  factors.  First,  its  4.50  value  score  is  tied  for  the  top  score  in  the  entire  PilotHouse  program  for  2012.  Second,  its  technology  score  underscores  AirWatch’s  approach  of  offering  full-­‐featured  endpoint  management  software  with  a  laundry  list  of  additional  capabilities  that  are  highly  relevant  to  the  challenges  and  opportunities  facing  enterprises.  Along  with  its  exceptional  technology  and  value  scores,  AirWatch’s  customer  service  is  rated  3.86.    AirWatch  is  in  the  enviable  position  of  being  one  of  the  top  SaaS  solution  providers  today.  Raising  the  

bar  for  the  types  of  capabilities  that  constitute  a  modern  MDM,  AirWatch  continues  to  innovate  at  a  pace  that  exceeds  its  peers.        AirWatch’s  excellent  technology  score  of  4.38  is  the  highest  amongst  MDM  vendors.  The  company’s  solution  covers  everything  from  bread-­‐and-­‐butter  features,  such  as  remote  wipe,  to  differentiators,  including  secure  document  repository  for  DLP  and  support  for  Samsung’s  SAFE  encryption  commands  for  Android.  Technology  is  one  of  AirWatch’s  core  competencies,  and  one  it  should  continue  to  focus  on.  “We  looked  at  a  few  different  offerings,  and  

AirWatch

Mobile  Device  Management    

Market  Challenger  

©Nemertes  Research  2012   ±     www.nemertes.com       ±     888-­‐241-­‐2685     ±   DN2226  

AirWatch  was  the  best,”  says  the  CIO  of  an  education  organization.    AirWatch  received  a  customer  service  score  of  3.86.  AirWatch  is  primarily  a  SaaS  offering,  though  the  vendor  also  sells  its  solution  via  an  on-­‐premises  appliance  and  virtual  appliance.  AirWatch’s  customer-­‐service  scores  are  not  as  high  as  the  larger  software  vendors  in  this  report,  though  vendors  akin  to  AirWatch,  including  Absolute  Software,  BoxTone,  MobileIron  and  Fiberlink,  did  not  receive  sufficient  ratings  to  be  scored  individually.  “We’ve  been  in  a  pilot;  it’s  been  small  and  we  haven’t  ramped  up  yet,  but  AirWatch  has  done  very  well  and  has  been  highly  responsive,”  says  the  VP  of  a  midsize  manufacturing  company.  IT  professionals  did  not  report  any  significant  service  issues  with  AirWatch,  and  because  of  that,  they  have  not  interacted  with  AirWatch’s  customer-­‐service  team  (either  reactively  or  proactively).  So,  

the  score  reflects  more  about  lack  of  experience  with  customer  service  vs.  having  a  poor  experience.    Further,  it’s  likely  the  level  of  attention  that  comes  with  a  big,  relatively  expensive  appliance  from  competing  vendors  is  not  the  same  that  a  customer  gets  from  a  cloud-­‐based  solution  for  $3  to  $5  per  month  per  device.  The  technical  capabilities  are  centrally  managed  AirWatch,  reducing  service  issues  that  may  arise  with  on-­‐prem  solutions.    AirWatch’s  exceptionally  high  value  score  of  4.50  bests  the  scores  of  all  other  vendors  across  all  technologies.  Customers  perceive  an  enormous  “bang”  for  reasonable  “bucks,”  getting  one  of  the  most  complete  feature  sets  around  for  one  of  the  lowest  costs,  solidified  by  strong  customer  service.  “Other  providers  were  too  complex.  For  the  dollars,  we  felt  AirWatch  met  our  needs,”  says  the  IT  director  for  a  financial-­‐services company.    

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and quantifying the business value of emerging technologies. You can learn more about Nemertes Research at our Website, www.nemertes.com, or contact us directly at research@nemertes.com.

4.29 4.38

3.86

4.50

4.13 4.17

4.05

4.13

3.60

3.70

3.80

3.90

4.00

4.10

4.20

4.30

4.40

4.50

4.60

Overall Technology Customer Service Value

MDM: AirWatch vs. Market Challenger Average

AirWatch Challenger Average