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Report Date: August 2010 Forrester evaluated 11 leading business process management (BPM) suite vendors against 148 criteria reflecting the requirements of business process professionals running large-scale BPM programs. We found that Pegasystems and Appian lead the pack with the best overall combination of modeling, design, and development features for business and technical roles driving process improvement. IBM, Software AG, and Savvion are also Leaders with competitive products that offer industry-leading development environments and improved tools for business stakeholders. Additionally, Lombardi and Metastorm fall into the Leader category, with impressive collaborative process design environments and Web 2.0 features. Oracle, Global 360, HandySoft, and Fujitsu are Strong Performers with compelling products that have their own unique strengths   Mentions: Lombardi Software, IBM, Savvion, Progress Software, Chordiant, Pegasystems, IDS Scheer, Software AG, Agile Point, Appian, Bluespring Software, Handysoft, Intalio, K2, Singularity, Sword Ciboodle, Ultimus, Global 360, Oracle, Fujitsu, Metastorm, TIBCO, ActiveVOS, Cordys, inubit, Sterling ommerce, SAP, Sun Microsystems, Vitria Technology, Microsoft, Adobe, Autonomy, EMC, Hyland Software, Open Text, Perceptive Software   Free Download of Full Report   Topics: Market Research, Competitive Analysis, Strategy, Market Intelligence

Report Date: August 2010 Business cases and product evolution continue to extend beyond the traditional boundaries of Web content management (WCM). In more than 80% of inquiries that Gartner has received about WCM since 2H09, clients sought higher business value from their online presence, be it Internet, extranet or intranet. As a result, many enterprises replace their existing technology, in some cases, to interoperate with other components of their Web environment, such as Web analytics, an e-commerce engine or in-house business applications. In fact, we urge those with WCM technology that is more than four years old to re-evaluate their online strategies because the technology has changed so much recently. This Magic Quadrant will help CIOs, and business and IT leaders who are analyzing their Web strategies, to consider whether they have the right WCM offering to support their business goals. Do not simply select vendors in the Leaders quadrant; vendors from the Challengers, Niche Players or Visionaries quadrants may better match your business goals and requirements.Buying decisions around WCM have expanded beyond the original focus of publishing content. Todays online strategies require that website owners, designers and developers consider the overall experience delivered to users and not just the content. Governments and businesses must consider Web solutions geared to engaging visitors. Online experiences encompass a range of approaches, including publishing information to rich Internet applications, or providing self-service portals or composite content applications (CCAs), such as case management and front-end access for field personnel to complex back-end applications. Although these new ideas will make solution architectures more complex, simplicity will be the key to user adoption and the success of Web initiatives. Mentions: Alterian, Atex, Autonomy, Clickability, CoreMedia, Day Software, Dynamicweb, Ektron, EpiServer, FatWire Software, IBM, Microsoft, Open Text, Oracle, Percussion Software, SDL, Sitecore  Free Download of Full Report  Topics: Market Research, Competitive Analysis, Strategy, Market Intelligence

Report Date: July 2010 In 2009, the weak global economic climate slowed overall market demand for warehouse management systems (WMSs), with businesses forced to reallocate limited IT resources to higher-priority initiatives, such as ERP upgrades and improving supply chain planning (SCP) and sales and operations planning (S&OP). However, WMS market demand was actually higher than predicted entering 2009. Talking with clients, Gartner found that many organizations were more optimistic in the latter half of 2009. They saw it as a time to invest for a future return to growth, and upgrading their warehousing and fulfillment capabilities was necessary. WMS buyers continued to place emphasis on vendor and product viability and total cost of ownership (TCO). Cost containment remained a dominant objective for supply chain organizations, with improving customer service and productivity also very important priorities. The need to lower costs forced buyers to scrutinize the business cases for WMS investments more thoroughly in 2009, and they used the economic backdrop to negotiate very aggressively with WMS vendors. Consequently, TCO was a higher-level criterion than in past years, almost to the detriment of vendors that had to compete more aggressively on price than they did before. Leading WMS vendors continue to broaden and deepen their WMS and logistics offerings, supporting architectural strategies better suited to the demands of agile enterprises. In 2009, the WMS market was again led by Manhattan Associates Warehouse Management for Open Systems (WMOS) and RedPrairies WM/D. These offerings provide the broadest and deepest WMS functionality. Their technical architectures address many of the desires of new WMS buyers, and these solutions have been implemented in some of the most complex warehouse environments. Moreover, the vendors have extensive experience in supply chain execution (SCE) and compelling visions for how WMSs and, more broadly, SCE will evolve over the next five years. SAP and Oracle have WMS offerings in the Visionaries quadrant because they continue to make progress improving their WMS capabilities. These capabilities have strong global sales and support as well as intriguing strategies for SCE convergence, but they are not WMS leaders yet. HighJump Software has a unique vision for simplifying the WMS experience, from application administration and implementation to end-user ease of use for midsize warehouse environments, in particular. Softeon and Accellos are included for the first time in this years Magic Quadrant for Warehouse Management Systems as visionaries. Although its small, Softeon is an innovator, leveraging a strong service-oriented architecture (SOA) platform to challenge the traditional WMS vendors. Accellos demonstrates consistent success in selling and implementing in the small or midsize business (SMB) WMS environment, where TCO is key evaluation criteria for buyers. Mentions: Accellos, Aldata, CDC Software, Consafe, Generix Group, HighJump, Infor, Manhattan Associates, Oracle, RedPrairie, SAP, Softeon, Sterling Commerce, Tecsys  Free Download of Full Report  Topics: Market Research, Competitive Analysis, Strategy, Market Intelligence

Report Date: July 2010 Despite slow sales due to the economy, organizations continue to invest ($3,965 billion in 2009) in sales force automation (SFA). Gartner has not seen a drop-off in client requests for help with vendor evaluations related to SFA. We have seen slightly more emphasis on software as a service (SaaS) due to tight capital budgets and the use of smartphones to drive salesperson adoption. Most vendors have come up with service and/or integration capabilities with fast-growing social networks, but sales organizations have been relatively cautious in embracing social-networking integration with SFA. Vendors have also begun to embed social media technology in their offerings. All vendors shown on the 2010 Magic Quadrant for SFA have customers that are successfully using their products and services. However, we are not offering an exhaustive list. Other regional and/or vertical-industry SFA specialists do not meet our inclusion criteria. This Magic Quadrant encompasses a wide cross-section of vendors, including those that offer different delivery models - including on-premises, hosted and SaaS - and differing levels of functional breadth and sophistication. Regardless of the provider youre considering, ask yourself, "Will this vendor help my sales organization sell more effectively?" Mentions: Sage, CDC, Cegedim, FrontRange, Landslide, Maximizer, Microsoft, NetSuite, Oracle, salesforce, SAP, Siebel, SugarCRM  Free Download of Full Report  Topics: Market Research, Competitive Analysis, Strategy, Market Intelligence

Report Date: July 2010 Unified communications (UC) offers the ability to significantly improve how individuals, groups and companies interact and perform. UC also enables multiple communication channels to be coordinated. In some cases, separate servers may be consolidated; however, more frequently, UC adds functionality to existing communication applications. Key technologies include Internet Protocol (IP)-PBX, voice over IP (VoIP), presence, e-mail, audioconferencing and Web conferencing, videoconferencing, voice mail, unified messaging (UM), instant messaging (IM), and various forms of mobility. Another key capability of UC is that it offers a method to integrate communication functions directly with business applications; Gartner calls this capability "communications-enabled business process" (CEBP). Although there is significant interest in UC from many enterprises, it remains a daunting and confusing topic. As a result, many enterprises find it difficult knowing where and how to start. One approach is outlined in "Developing an Enterprise Unified Communications Road Map." This research advises enterprises to review their inventories of communication equipment and business partners, then develop a vision for where their communication could be in five years. This plan can be accompanied by developing a UC center of excellence; this group brings individuals together from multiple areas, including IT operations, business applications and the line of business. This group then provides broad guidance and direction for the plans. Despite the emergence of complete UC portfolios, these are still in an early stage, and no vendor product adequately addresses all of an enterprises UC needs. As a result, a best-of-breed approach remains the surest way of ensuring adequate functionality, and planners should require vendor products to be interoperable. The evaluation in this research focuses on enterprise-premises solutions, and considers how well vendors can work with other vendors and with hosted solutions. Enterprises should consider interoperability as an important criterion. Gartner publishes separate research that reviews UC-as-a-service (UCaaS) solutions. The term "unified communications" sometimes is misused. This results in confusion. Users should be aware that some products that are labeled as "unified" cannot be integrated with other vendor products into a full portfolio. These mislabeled products are capable of being used only in a stand-alone and nonintegrated manner. Many leading enterprises are developing UC road maps and plans, and some have trial or phased deployments under way, but few enterprises have a fully integrated communication environment. Adoption should continue to increase through the next several years as UC technology solutions mature and enterprises update their installed bases of communication infrastructures. Mentions: Aastra, Alcatel-Lucent, Avaya, Cisco, IBM, InteractiveIntelligence, Microsoft, Mitel, NEC, SAP, ShoreTel, Siemens, TeleWare, Toshiba  Free Download of Full Report  Topics: Market Research, Competitive Analysis, Strategy, Market Intelligence

Report Date: July 2010 Increasing industrialization, global delivery, automation and multisourcing characterize the infrastructure outsourcing market. As these trends shape how service providers deliver help desk outsourcing services, the help desk has moved away from being simply a tactical part of an organizations IT infrastructure. It has become much more instrumental in monitoring and guaranteeing the IT operational efficiency of an organization.This evolution requires client organizations to pay close attention to the strategic road maps, delivery methodologies and service portfolios of competing service providers in the market. The unique composition of multilingual Europe further complicates this evaluation and selection process. All leading providers are supporting the shift toward the creation of multilingual help desk hubs to address this complexity while reducing cost. This trend continues to gain strength, especially in light of the recent economic recession which has forced many organizations to accelerate their journey toward global delivery as a way to reduce cost. At the same time, providers have invested heavily to underpin their global delivery capabilities with a common set of tools, processes and delivery methodologies to avoid hindering service delivery quality. Today, providers competing for European help desk outsourcing business can rely on a vast amount of nearshore and offshore resources that are strategically positioned to address the needs of their key markets and clients. These key markets and clients require providers that can deliver help desk services in particular languages, demonstrate culturally compatible help desk services, help them reduce cost and risk, and provide access to IT skills. Beyond global delivery, many providers continue to focus on help desk solutions that aim to proactively reduce the number of calls hitting Level 1 of the help desk. Gartner defines these solutions as "shift left," because they strive to lower the overall cost needed to support end users by reducing the number of calls that escalate from Level 1 toward the more expensive Level 2 and 3, which then may require an engineer to intervene on-site (see Note 2). Providers usually enable shift-left solutions through self-help tools, automated solutions, remote infrastructure services (such as remote network management or remote server monitoring), or alternative contact methods, such as access to a Web portal with frequently asked questions or chat functions. However, they will need to move further toward a price-per-seat-with-SLAs model to release the potential of shift-left offers and support their adoption. Despite providers investments in automation and self-help solutions, help desk outsourcing remains a labor- intensive activity.Although differences in capabilities between providers exist, ITIL has become a "must have" component of the outsourcing market in Europe. Despite the overall focus on proactive service improvement and process excellence, many providers still need to focus more on root cause analysis to strengthen incident and problem management. This challenge appears even more complex when organizations multisource, which requires them to manage incidents across multiple providers. Mentions: Atos Origin, Capgemini, Cegedim, Computacenter, CSC, Dell, Fujitsu, Getronics, HCL Technologies, HP, IBM, Logica, Siemens, T-Systems, Tech Team, Tieto, Unisys  Free Download of Full Report  Topics: Market Research, Competitive Analysis, Strategy, Market Intelligence

Report Date:  July 2010  Forrester evaluated the customer service and support capabilities of 19 leading CRM suite solutions against 196 criteria. Customer service and business process professionals face a diverse range of products to sift through to support the quest to create differentiated customer experiences and build stronger bonds of buyer loyalty. Leader solutions CDC Software, Microsoft, Oracle CRM On Demand, RightNow, salesforce.com, and SAP Business All-in-One offer flexible and quick-to-implement solutions. Other Leaders, like Oracle Siebel CRM, Pegasystems, and SAP CRM, offer solutions with deep and broad customer service functionality and business process management (BPM) acumen. Strong Performers such as Oracle E-Business Suite CRM, Oracle s PeopleSoft Enterprise CRM, and SageCRM offer strong integration with ERP systems. Chordiant Software and Sword Ciboodle, also Strong Performers, offer BPM strengths as well. Strong Performers Maximizer Software, NetSuite, Sage SalesLogix, and SugarCRM provide core customer service capabilities at lower price points. FrontRange Solutions, a Contender vendor, offers a solution to meet basic customer service needs. TaBlE oF ConTEnTS Customer Service Platforms Enable Integrated Multichannel Experiences CRM Suites Customer Service Solutions Evaluation Overview The Result: Many Customer Service Solutions To Sift Through Vendor Profiles Supplemental Material noTES & RESouRCES in Q2 2010, Forrester evaluated the customer service and support capabilities of 19 CRM suites software solutions: CDC Software, Chordiant Software, FrontRange Solutions, Maximizer Software, Microsoft, netSuite, oracle CRM on Demand, oracle E-Business Suite CRM, oracle PeopleSoft Enterprise CRM, oracle Siebel CRM, Pegasystems, Rightnow Technologies, Sage Saleslogix, SageCRM, salesforce.com, SaP CRM, SaP Business-all-in-one, SugarCRM, and Sword Ciboodle. Forrester also contacted 99 customer references through an online survey. Related Research Documents The Forrester Wave"!: CRM Suites For large organizations, Q2 2010 June 16, 2010 The Forrester Wave"!: CRM Suites For Midsized organizations, Q2 2010 Ju   Mentions:  CDC, Chordiant, Goldmine, Jive, LivePerson, Maximizer, Microsoft,  NetSuite, Oracle, Pegasystems, RightNow, Sage, salesforce, SAP, Siebel, SugarCRM, Sword   Free Download of Full Report   Topics: Competitive Analysis, Market Research, Competitive Strategy, Market Intelligence

Report Date: July 2010 In Forresters 53-criteria evaluation of vulnerability management vendors, we found that the market is rife with mature products. Qualys led the pack because of its strong vulnerability assessment capability, forward-thinking strategy, and exceptional customer reviews. Rapid7, Lumension, McAfee, and nCircleare a notch down, but all turned in solid scores that landed them in the Leaders section. eEye DigitalSecurity, Tenable Network Security, and Critical Watch are ranked as Strong Performers. These productsmay lack platform diversity, have slightly weaker application-level scanning capability, or do not supportcomprehensive policy compliance. However, all of the products we evaluated have mature vulnerabilityassessment functionality. Given this, IT security professionals should choose a vulnerability managementproduct based on the more cutting-edge functionality, such as support for remediation and applicationlevelscanning, rather than on traditional network and system vulnerability management functions. Mentions: Critical Watch, eEye, Lumension, McAfee, nCircle, Qualys, Rapid7, Tenable  Free Download of Full Report  Topics: Market Research, Competitive Analysis, Strategy, Market Intelligence

Report Date: July 2010 Email is still a fundamental in the interactive marketing tool kit. While its tried and true best practices havent changed dramatically in the past few years, much about other interactive media has. Forrester updated its email marketing review (EMR) methodology to reflect these changes in order to help marketers better evaluate the efficiency and relevance of their email programs. Tried and true email marketing best practices - like user-centric content, customer segmentation, and CAN-SPAM compliance - still apply. But evolution in interactive marketing overall is changing how email marketers think about their users, content, and program strategy. For example, since we updated this scorecard in 2007, marketers have developed blogs, online communities, widgets, and Twitter feeds among other social media applications. They are also trialing SMS, WAP sites, and mobile apps. And marketers have improved their use of multichannel metrics and predictive analytics. Mentions:   Free Download of Full Report  Topics: Market Research, Competitive Analysis, Strategy, Market Intelligence

July 12, 2010 The Forrester Waveâ„¢: Listening Platforms, Q3 2010 by Zach Hofer-Shall for Customer Intelligence Professionals Making Leaders Successful Every Day For Customer Intelligence Professionals July 12, 2010 The Forrester Waveâ„¢: Listening Platforms, Q3 2010 Converseon, nielsen, and radian6 Lead a Fragmented market by Zach Hofer-Shall with Suresh vittal, Emily murphy, and michael J. Grant  During the past year, listening platforms continued their evolution beyond basic brand monitoring tools into integral technologies that inform a variety of marketing and business functions like campaign measurement, market research, customer support, and sales enablement. In Forrester’s 76-criteria evaluation of listening platform vendors, we found that Converseon, Nielsen, and Radian6 led the pack because of the range of product functionality and ability to meet businesses’ needs beyond reactive brand tracking. e market has many strong performers: Cymfony with its strong services o erings, Visible Technologies with its myriad features, Alterian with its preferred dashboard, evolve24 with its strong data analysis, and Dow Jones Insight with its strong data coverage. Our evaluation uncovered a sole contender in Collective Intellect, an up-and-coming vendor with strength in its data processing technology. 10 TabLE oF ConTEnTS 2 Listening Platforms Power Social Intelligence The Fragmented Listening Platform Landscape 3 Listening Platform Evaluation Overview buyers’needs vary Evaluated vendors meet Enterprise Demands 6 Market Demands Begin To Mature 7 Vendor Profiles Leaders Provide a Suite of Social Intelligence Tools Strong Performers Combine Software and Services Contenders Show real Promise Supplemental Material noTES & rESourCES Forrester conducted lab-based evaluations in may 2010 and interviewed more than 25 vendor and user companies: alterian, Collective Intellect, Converseon, Cymfony, evolve24, Dow Jones, nielsen, radian6, and visible Technologies.   Mentions: Converseon, Nielsen, Radian6, Alterian, Attensity, Cymfony, Dow Jones, evolve24, IBM, NetBase, SAS, Visible Technologies   Free Download of Full Report   Topics: Competitive Analysis, Market Research, Competitive Strategy, Market Intelligence

Report Date: July 2010 Organizations continue to prefer voice response solutions that use Internet standards and voice portal technologies. Market consolidation drives improved integration among voice self- service, Web self-service, live-agent functions and business process management. Providing self-service functionality is an important option for call and contact centers; it allows managers to balance costs and quality of service. Leading companies require their customer service operations to provide increased automation, offering greater levels of personalization in the self-service environment to increase usage and call completion rates, and smooth integration from automated self-service to live-agent-handled tasks. Firms also need tighter integration among customer contact channels, and the ability to respond to the fast-changing application needs of the contact center business. These business drivers, in turn, are leading to greater use of speech recognition, and a shift to standards-based platforms and Web-based architectures for voice portals. They are also increasing the need for improved administration and analytic tools to enable contact center staff to reconfigure applications more easily, better understand the dynamics of customer demand, and more closely tie together two environments - self-service and agent-assisted service - by providing consistent administration, management and reporting tools across both these environments. Functional differences among vendor platform products will erode, and vendor consolidation will continue. Technical differentiation among vendors appears to increasingly be based in one of three areas: o In one approach, voice response solutions become part of a contact center portfolio, with the routing function and voice response increasingly being sourced and integrated by the same vendor. This approach is generally appealing to small, midsize and large contact centers seeking to reduce operating and integration costs while maintaining a high level of service. o The second approach seeks to offer a voice portal model. These are often stand-alone and highly scalable, offer a low per-port cost (if you purchase many ports), and are heavily standards-based. This approach is generally more appealing to large and virtual centers. o The third model is newer and seeks to offer voice as an extension to an enterprises Web solution. This approach is not yet heavily deployed in contact centers; but as telephony comes to resemble other enterprise applications, this approach may see increased adoption.. Mentions: Holly Connects, Avaya, Nortel, Cisco, Convergys, Intervoice, Genesys, Alcatel-Lucent, HP, Syntellect, Mitel, Voxeo, Aspect  Free Download of Full Report  Topics: Market Research, Competitive Analysis, Strategy, Market Intelligence

Report Date: June 2010 Gartners first Magic Quadrant for Social CRM responds to the growing interest and investment in social applications to support sales, marketing and customer service business processes. Social CRM application spending will grow at a faster rate than traditional CRM spending. WHAT YOU NEED TO KNOW Social CRM comprises applications with very different approaches for supporting communities of internal users, customers, partners and other stakeholders to assist with sales, marketing and customer service processes for the mutual benefit of enterprises and their customers. The main subcategories of social CRM applications include social monitoring, customer- and partner-hosted communities, enterprise feedback management (EFM), product reviews and sales contacts. Over 100 vendors have social CRM offerings; many are not profitable, and most generate annual revenue of less than $1 million. Mergers and acquisitions, new entrants and exits of software vendors are and will be common, and we expect rapid consolidation and simplification of the market to continue during 2010 and 2011. Spending by buyers has increased substantially, with most vendors growing revenue by 50% to 100% in 2009, but social CRM remains a small subset of the total CRM application market. MAGIC QUADRANT Market Overview Interest has exploded in using social software for marketing and customer service departments, and, to a lesser extent, in sales organizations. Inquiry volumes on social software for CRM have spiked well over 50% in the last 12 months. The number of social CRM vendors has expanded rapidly; the market in mid-2010 has just over 100 vendors. Few vendors address the whole social CRM market yet. Most have annual revenue of less than $1 million and are not profitable. However, spending has significantly ramped up since 2008, and a few vendors grew revenue by more than 100% in 2009. This financial growth has accompanied a rise in mergers and acquisitions, such as RightNow and HiveLive, Attensity and Biz360, and salesforce.com and Jigsaw. Acquisitions will continue rapidly in 2010 and 2011 as the market shakes out. However, Gartner assessed over 240 social use cases during 2009, and found that 80% of those were related to improving customer relationships (or "social CRM") Mentions: Jive, Lithium, Nielsen, Bazaarvoice, Demand Media, Mzinga, salesforce.com, KickApps, Vovici, Radian6, LiveWorld, Oracle, GlobalPark, Leverage Software, Thomson Reuters, InsideView, Overtone, Visible Technologies  Free Download of Full Report  Topics: Market Research, Competitive Analysis, Strategy, Market Intelligence

Report Date: June 2010 The market for data quality tools continues to experience both substantial growth and volatility. Traditional use-cases of business intelligence (BI) and master data management (MDM) remain highly active, with new applications in support of information governance initiatives and broadening of deployments across multiple data domains and applications rapidly increasing. Large vendors in related markets continue to enter this space through acquisition of smaller or specialist providers (for example, the recent acquisitions of Silver Creek Systems by Oracle and Netrics by Tibco) and new vendors continue to emerge. The trend of convergence of the data quality tools market with related markets for data integration tools and MDM products continues, as market demand increasingly moves toward broader data management capabilities spanning all of these disciplines. This is also reflected in the vendor landscape, with a rapidly growing number of providers competing in more than one of these currently discrete markets. When evaluating offerings in this market, organizations must consider not only the breadth of functional capabilities (for example, data profiling, parsing, standardization, matching, monitoring and enrichment) relative to their requirements, but also the degree to which this functionality can be readily understood, managed and leveraged by non-IT resources, as well as how readily it can be embedded in business process workflows. In keeping with significant trends in data management, business roles such as data stewards will increasingly be responsible for managing the goals, rules, processes and metrics associated with data quality improvement initiatives. Other key considerations include the degree of integration of the range of functional capabilities into a single architecture and product, and the available deployment options (traditional on-premises software deployment, hosted solutions and software as a service [SaaS] or cloud-based). Finally, given the current economic and market conditions, buyers must deeply analyze non-technology characteristics, such as pricing models and total cost footprint, as well as the size, viability and partnerships of the vendors.     Mentions: Datactics, DataFlux, DataMentors, DataLever, Datanomic, Human Inference, IBM, Informatica, Innovative Systems, Pitney Bowes, SAP, Trillium, Uniserv     Free Download of Full Report     Topics: Market Research, Competitive Analysis, Strategy, Market Intelligence   Gartner Magic Quadrant for Data Quality Tools, June 2010

Report Date: June 2010  Forrester evaluated 18 leading customer relationship management (CRM) suite solutions against 516 criteria reflecting the requirements of large organizations. We found that heavyweight Leaders Oracle Siebel and SAP still offer the most complete solutions, with better usability and improved total cost of ownership (TCO) to persuade customers to upgrade. Other vendors in the Leader category, such as CDC Software, Microsoft, Oracle CRM On Demand, RightNow Technologies, and salesforce.com are gaining ground with flexible, quick-to-implement solutions. The Leaders are challenged by a pack of Strong Performers. Oracle E-Business Suite (EBS) CRM and Oracle PeopleSoft Enterprise CRM remain good options for enterprise resource planning (ERP) customers. Chordiant Software, Pegasystems, and Sword Ciboodle offer business process management (BPM) strengths to orchestrate complex customerfacing processes. Maximizer Software, NetSuite, SageCRM, Sage SalesLogix, and SugarCRM offer sound solutions but are best suited for midsized organizations. FrontRange Solutions, a Contender vendor, offers a solution to meet basic needs.   Mentions: Chordiant, Microsoft, Oracle, Pegasystems, RightNow, salesforce, SAP, Sword Ciboodle, CDC, FrontRange, Maximizer, NetSuite, Sage, Sugar   Free Download of Full Report   Topics: Market Research, Competitive Analysis, Strategy, Market Intelligence   The Forrester Wave CRM Suites For Large Organizations, Q2 2010

Report Date: June 2010  Four trends are driving changes in the field service market: increased focus on workforce optimization, improved service quality levels, a move to more-flexible software models, such as subscription services, and mobility. WHAT YOU NEED TO KNOW This year s Magic Quadrant for Field Service Management has no leaders. The reason for the absence of a leader is that there is no company or product in the market that has pulled together the four critical areas of the complete field service life cycle, which would be a positive outcome for end users. The four critical areas are: 1. A customer management capability that includes account, selling, technical support and customer portal 2. End-to-end parts management 3. Dispatching and workforce optimization 4. Integrated mobile enterprise applications Instead, we see a fragmented market for field service components, forcing most buyers to accept a best-of-breed approach, rather than rely on their enterprise application suite providers to close key gaps. We emphasize the following strategic points: " Accelerated business demand to improve field service execution will favor two types of software suppliers: those with multiple application components and an underlying process design tool, and best-of-breed vendors with strong functionality, whose software is service-oriented-architecture (SOA)-compliant or delivered using a software-as-a-service (SaaS) model. These capabilities enable the best-of-breed vendors to fit logically into (and more readily integrate with) a service management suite. " By 2012, at least 18 of new application components (for example, workforce optimization, technician portals and asset monitoring) will be sold as SaaS subscription models, rather than bought and deployed on-premises. This is up from 5 to 6 in 2009. 2 " Mapping, field service fleet routing and fleet management will be integrated, essential packages for field service organizations by 2012. " By 2013, the percentage of technicians with wireless access to a formal packaged field service management (FSM) solution in a large enterprise will increase from 25 in 2010 to 50 (see Note 1). " The addition of CRM functionality (sales, marketing and customer service) to field service solutions will be used as a way to enable field service technicians to capture sales leads, configure orders and market while on site. " Vendors will be forced to dramatically expand capabilities in the area of field service analytics to optimize the use of parts and adhere to SLAs. Unless otherwise stated in the product review, the vendor does not offer a SaaS-based, multitenant functionality for field service. Gartner s Magic Quadrant for Field Service Management, like all Magic Quadrants, is not intended to be the sole tool for creat   Mentions: ClickSoftware, Astea,  Metrix, Mincom, Oracle, SAP, TOA, ServiceMax, Servigistics, Ventyx, XWennSoft, ServiceMax, ViryaNet   Free Download of Full Report   Topics: Competitive Analysis, Market Research, Competitive Strategy, Market Intelligence

Report Date: June 2010 Forrester evaluated 19 leading customer relationship management (CRM) suite solutions against 516 criteria reflecting the requirements of midsized organizations. We found that vendors in the Leader category, such as CDC Software, Microsoft, Oracle CRM On Demand, RightNow Technologies, salesforce.com, CRM functionality in SAP Business-All-in-One, and SugarCRM are gaining ground with flexible, quick-to-implement solutions, priced for the midmarket. The Leaders compete with a group of Strong Performers, including FrontRange Solutions, Maximizer Software, NetSuite, SageCRM, and Sage SalesLogix that offer sound solutions specifically tuned for the needs of midsized organizations. Other Strong Performers Oracle Siebel CRM and SAP CRM still offer the most complete solutions, albeit at higher price tags. Oracle E-Business Suite (EBS) CRM and Oracle PeopleSoft Enterprise CRM remain good options for ERP customers. Chordiant Software, Pegasystems, and Sword Ciboodle round out the Strong Performers group offering business process management (BPM) strengths to help orchestrate complex customer-facing processes, but they primarily target solving problems at large organizations. Mentions: Chordiant, Microsoft, Oracle, Pegasystems, RightNow, salesforce, SAP, Sword Ciboodle, CDC, FrontRange, Maximizer, NetSuite, Sage, Sugar  Free Download of Full Report  Topics: Market Research, Competitive Analysis, Strategy, Market Intelligence

Report Date: June 2010 This is an updated version of research last published on 30 April 2009. The vendors (see Figure 1) in the 2010 Magic Quadrant for Enterprise LAN (Global) provide viable, well-supported LAN infrastructures for mainstream enterprise requirements, but are able to provide differentiation through global strategies and functionality, such as wireless LAN (WLAN), industrial Ethernet and advanced security features that may be applicable to vertical market strategies. Enterprises must balance requirements for largely standardized feature sets with new capabilities and the total cost of ownership (TCO) for the anticipated seven-year life span of new switches. Major LAN purchases and upgrades should not take place without a full competitive review, with enterprises targeting capital cost reductions for enterprise LAN infrastructures of at least 30%. Mentions: Alcatel-Lucent, Avaya, Brocade, Cisco, Enterasys, Extreme Networks, HP, Juniper  Free Download of Full Report  Topics: Market Research, Competitive Analysis, Strategy, Market Intelligence

Report Date: June 2010 Commoditization is putting wireless e-mail product vendors under significant pressure. The market is consolidating around Microsoft and Research In Motion (RIM), the two market leaders. Beyond them, several regional or local players are competing for limited market share. Wireless e-mail software vendors are pursuing differentiation by extending their products toward collaboration and applications.Most organizations choose hybrid approaches, deploying RIMs BlackBerry Enterprise Server (BES) for BlackBerry devices and other software products (or, alternatively, their e-mail servers native capabilities) for non-BlackBerry smartphones. Employee-owned devices connected to corporate e-mail are now more frequent and tolerated, raising interest in cross-platform, security and management support.Stakeholders should use this Magic Quadrant to understand todays wireless e-mail market and its evolution, and to make tactical and informed decisions on products and services that support their long-term mobility strategies.. Mentions: CommonTime, Excitor, Good Technology, IBM, Microsoft, Notify Technology, Research In Motion, RIM, Sybase, Synchronica  Free Download of Full Report  Topics: Market Research, Competitive Analysis, Strategy, Market Intelligence

Report Date: June 2010 In Forresters 64-criteria evaluation of disaster recovery services providers, we found 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 offering work-area recovery and colocation services for IT recovery, greatly improved its strategy and current offering scores since the last update of this Forrester Wave. Mentions: CAPS, IBM, ICM, Hewlett-Packard, SunGard, HP, Verizon  Free Download of Full Report  Topics: Market Research, Competitive Analysis, Strategy, Market Intelligence

Report Date: June 2010 Project and portfolio management (PPM) applications can provide visibility into the current state of organizational initiatives, resources and spending through the centralized collection of data from multiple sources and perspectives. Integration across multiple business and IT process domains through PPM functions provides multidimensional views of this data for better visibility and understanding of resource supply versus project (and other work) demand in IT and other project environments. PPM applications can also highlight conditions requiring executive action and decision making. Prospective customers of PPM applications should examine all the functional capabilities (including integration support to third-party products), and identify initial functionality that meets immediate needs.An appropriate PPM application should match some immediate functional needs and also support a successive road map toward improving PPM maturity. PPM applications are aimed at automating elements of good organizational processes. Where no good organizational process exists, these applications can do one of two things: "dictate" what organizations should do, or support what they already do or want to do well. Mentions: Augeo, Automation Centre, Clarizen, EPM, Genius, One2team, Onepoint, Tenrox, VCSonline, Atlantic Global, AtTask, BMC, Cardinis, CA, Compuware, Daptiv, EPK, HP, Innotas, Instantis, Microsoft, Oracle, Planisware, Planview, PowerSteering, Project Objects, Project.net, SAP, Sciforma, Serena  Free Download of Full Report  Topics: Market Research, Competitive Analysis, Strategy, Market Intelligence

Report Date: May 2010 Virtualization of x86 architecture servers has been an extremely dynamic market (and a major trend) since VMware introduced its server products in 2001. For several years, competition was very limited. However, since 2006 (with the first commercial versions of Xen) and 2008 (with the release of Microsofts Hyper-V), very viable alternative choices have emerged. Initially used just for cost reduction, server virtualization is now also being used to speed up operational processes and server deployment, create disaster recovery solutions where they didnt exist before, and improve server availability. x86 architecture server virtualization is now considered a mainstream trend (roughly 25% of the market is penetrated), and the strategic path from server virtualization to cloud computing is becoming more apparent to enterprises. Mentions: Citrix, Microsoft, Novell, Oracle, Parallels, Red Hat, Vmware  Free Download of Full Report  Topics: Market Research, Competitive Analysis, Strategy, Market Intelligence

Report Date: May 2010 The economic downturn has spurred investment in online sales technology, as organizations struggle to reduce the overall cost of goods sold, expand addressable markets, and keep up with the online innovation from Amazon.com, eBay and other online leaders servicing consumer markets. Rising standards for the Web experience are creating a demand for rich Internet experiences with user-generated content provided to the seller via product reviews or social networks, such as Facebook or Twitter.Online buyers want websites to accelerate the processes that perform product search, review relevant information, make comparisons and complete purchases. Tools should help buyers better understand products, and draw on community-based information for buying decisions. Moreover, consistent, orchestrated online experiences are required across multiple points of interaction, including smartphones, to enable contextual awareness that matches customers browsing, buying and interaction habits. Mentions: IBM, Oracle, SAP, ATG, GSI Commerce, Microsoft, Sterling Commerce, Digital River, Hybris, Venda, Demandware, MarketLive, Access Commerce, Elastic Path, Fry, iCongo, Intershop, Escalate Retail, Broadvision, Vcommerce, Volusion, Requisite Software  Free Download of Full Report  Topics: Market Research, Competitive Analysis, Strategy, Market Intelligence

Research Publication Date: 13 May 2010 ID Number: G00176034 Magic Quadrant for Security Information and Event Management Mark Nicolett, Kelly M. Kavanagh Broad adoption of SIEM technology is driven by compliance and security needs. New use cases are emerging in areas such as application activity monitoring. © 2010 Gartner, Inc. and/or its Affiliates. All Rights Reserved. Reproduction and distribution of this publication in any form without prior written permission is forbidden. The information contained herein has been obtained from sources believed to be reliable. Gartner disclaims all warranties as to the accuracy, completeness or adequacy of such information. Although Gartners research may discuss legal issues related to the information technology business, Gartner does not provide legal advice or services and its research should not be construed or used as such. Gartner shall have no liability for errors, omissions or inadequacies in the information contained herein or for interpretations thereof. The opinions expressed herein are subject to change without notice. WHAT YOU NEED TO KNOW Security information and event management (SIEM) technology provides two major functions for security events from networks, systems and applications: Security information management (SIM) — log management and compliance reporting Security event management (SEM) — real-time monitoring and incident management SIEM deployments are often funded to address regulatory compliance reporting requirements, but organizations should also use SIEM technology to improve threat management and incident response capabilities. SIEM technology can be deployed to support three primary use cases: SIM, SEM or a general SIEM deployment that implements a mix of log management, reporting and real-time event management capabilities. As a companion to this research, we also evaluate the SIEM technologies of 12 vendors with respect to these three use cases (see "Critical Capabilities for Security Information and Event Management Technology 2010"). Organizations require a general SIEM deployment, but there are variations in use-case priority and capability requirements. The SIEM market has matured, and is composed of vendors with products that can provide basic support for all three use cases; however, there are variations in the relative level of capability for each use case, in the architectural approach, in deployment and support complexity, and in support for emerging use cases (such as application and user activity monitoring). This Magic Quadrant evaluates technology providers with respect to the most-common technology selection scenario: an SIEM project that is funded to resolve a compliance reporting issue, but with secondary requirements for effective threat monitoring Mentions: CA, Cisco, EMC, Enterasys, Gartner, Guardian, HP, IBM, IDS, Infor, Juniper, Microsoft, NetIQ, Novell, Oracle, RSA, Sage, SAP, Security, Siebel, Sybase, Symantec, Tenable, Trustwave, Vertica  Free Download of Full Report  Topics: Competitive Analysis, Market Research, Competitive Strategy, Market Intelligence

Report Date: May 2010 In Forresters evaluation of Agile development management (ADM) tool vendors, we found that IBMand MKS led the pack with the best overall current feature sets. Atlassian, CollabNet, and Microsoftare also Leaders with capable products and aggressive strategies that will result in significant productimprovements in 2010 and beyond. Rally Software Development is also a category Leader; it offers thebest current balance of product capability and strategic outlook. HP, Serena Software, and VersionOneare Strong Performers offering competitive options. In the case of HP and Serena, their productsare new introductions to the market and should improve as the vendors mature and gain customers.VersionOne is a stalwart in the Agile space that offers excellent planning capabilities but is less flexiblethan other products when it comes to reporting and integration with application life-cycle management(ALM) tools. And while the solution recently acquired by Micro Focus appeals to client-server andlegacy developers, Micro Focus must clarify its future strategy for ADM before it can move into aleadership position. Mentions: Atlassian, CollabNet, Microsoft, MKS, Rally Software, HP, IBM, Serena, VersionOne, Micro Focus  Free Download of Full Report  Topics: Market Research, Competitive Analysis, Strategy, Market Intelligence

Report Date: May 2010The leading multichannel campaign management (MCCM) vendors provide breadth and depth in support of multichannel campaigns, while niche vendors focus their efforts on software as a service (SaaS) and addressable channels such as Web, mobile and social. B2B capability (lead management) continues to be a hot area, with nearly all vendors offering or contemplating options there. There were modest vendor updates and changes in 2009 as the economy slowed. The fourth quarter of 2009 and the first quarter of 2010 helped the market considerably as deals finally moved forward.Despite the bad economy during the past year, the MCCM market saw continued overall positive growth (although less of it) as marketers continued to shift investments from mass-marketed, one-channel, one-way, company-driven campaigns to multichannel, measurable, interaction-driven campaigns. More than 90% of the vendors on the Magic Quadrant for CRM MCCM were profitable. Vendors are providing more-advanced multichannel campaign execution, and marketers continue to build on inbound and outbound strategies for targeted, improved response and conversion rates. During the past year, we saw a continuation of a hot lead management area, and much time and attention given to SaaS as the delivery option that was a "must see" in almost every RFP from clients. Mentions: Alterian, Aprimo, ATG, Eloqua, Marketo, Microsoft, Neolane, Oracle, Portrait, Responsys, RightNow, smartFOCUS, SAP, SAS, Teradata, Unica  Free Download of Full Report  Topics: Market Research, Competitive Analysis, Strategy, Market Intelligence

Magic Quadrant for Secure E-Mail Gateways Gartner RAS Core Research Note G00175396, Peter Firstbrook, Eric Ouellet, 27 April 2010, R3360 04282011 The e-mail security market is very mature. Targeted phishing detection, outbound e-mail inspection, encryption and delivery form factor are the major differentiators. WHAT YOU NEED TO KNOW • The e-mail security market is very mature, and there has been minimal vendor movement in the Magic Quadrant since our last analysis. • Spam-filtering effectiveness is at an acceptable rate for most organizations. • Inbound improvements are still needed to detect targeted phishing e-mails, which are an increasing problem. • Content-aware data loss prevention (DLP) that includes numerous prebuilt dictionaries and regulatory policies is a significant differentiator; however, buyers must understand how these capabilities will be used in context of the broader enterprise DLP strategy. • Policy-based encryption is an increasingly important capability and a significant differentiator of leading products. • E-mail security solutions are available in various delivery models. Appliances and security as a service (SecaaS) are the most popular, but the availability of hybrid (combination of on-premises and SecaaS) and virtual appliances is increasing. • The breadth of the product portfolio is also an important consideration as organizations look to consolidate security buying around fewer, more-strategic vendors, especially in mature product domains. MAGIC QUADRANT Market Overview The market for secure e-mail gateways (SEGs) has matured considerably since our last Magic Quadrant. The penetration rate of SEG capability among Gartner enterprise customers is close to 100. Few new vendors are moving into the market, and merger and acquisition activity has slowed considerably, as the Leaders quadrant fills up with strategic vendors with broad portfolios and formidable sales channels. Basic spam and virus detection effectiveness is 99 or more for almost all the vendors in this analysis. Although spam detection effectiveness is not perfect, it is within acceptable limits for most organizations, and buying activity is limited to organizations that are replacing aging appliances or are at contract termination. 2 Although high-volume spam campaigns are getting easier to filter out, one area of deficiency in spam-related functionality is the ability to detect highly targeted phishing attacks. Most solutions rely heavily on reputation and are good at catching high- volume attacks, but few have adapted to changing attack patterns that are more sophisticated. Because reputation filtering is responsible for 80 to 90 of e-mail rejections at the gateway, organizations must be careful to protect their own reputations. An increasingly common attack method is to get credentialed access to e-mail systems via Mentions: Adobe, Barracuda, CA, Cali, California, Cisco, Dell, EMC, Fortinet, Gartner, Georgia, Google, Guardian, M86, McAfee, Microsoft, PGP, RSA, Security, Sophos, Symantec, Texas, Vertica, Virginia, VMware, WatchGuard, Websense  Free Download of Full Report  Topics: Competitive Analysis, Market Research, Competitive Strategy, Market Intelligence

Research Publication Date: 21 April 2010 ID Number: G00174919 Cool Vendors in Data Management and Integration, 2010 Eric Thoo, Donald Feinberg, Ted Friedman, Andreas Bitterer This research analyzes five vendors with innovative approaches and technologies to help organizations improve the scalability of databases, introducing new optimization techniques, integrating data for delivery to software as a service (SaaS)-based applications and ensuring the quality of data across applications and data structures. Key Findings Data integration requirements are expanding to encompass data beyond the boundaries of individual enterprises, involving both internal and external data sources and targets. Innovation in data quality tools offers the use of expert system-based techniques for enabling greater efficiency and reusability for data quality functions deployed using improved management of business rules in data quality improvement projects. New database management system (DBMS) technologies continue to emerge through the use of new optimization techniques to manage mixed data types. Recommendations Look for ways in which data integration deployments can improve reuse and scalability. Explore the use of semantically based approaches to resolve integration challenges. Investigate data integration technologies that can unify data residing in applications both inside and outside an enterprises firewall, to address alternative models for adopting business applications (such as SaaS) with flexible, yet cost-effective approaches to data management. Explore alternative DBMS technologies and optimization techniques for addressing workload scalability challenges in data persistence activity, such as data warehouses for mission-critical front-line operations. Seek benefit from data quality technologies using adaptable approaches, such as expert systems, focusing on increased business orientation. © 2010 Gartner, Inc. and/or its Affiliates. All Rights Reserved. Reproduction and distribution of this publication in any form without prior written permission is forbidden. The   Free Download of Full Report  Topics: Competitive Analysis, Market Research, Competitive Strategy, Market Intelligence

Research Publication Date: 14 April 2010 ID Number: G00175225 Cool Vendors in Multitouch User Interface, 2010 Jim Tully, Jackie Fenn, John Barber Multitouch user interfaces are available from a growing number of vendors in a variety of display sizes and formats. Initially focused on high-end branded experiences in retail, entertainment and hospitality, these displays create an environment for new types of interactive applications. Key Findings Displax has developed a unique film that transforms many types of surfaces into a multitouchscreen surface. Using a capacitive film that is thinner than paper, Displax works on a flat and/or curved surface made of glass, plastic or wood. Mindstorm creates a platform for creating multitouch displays in a range of product delivery formats, ranging from various table sizes to a bar-shaped display for clubs and restaurants. MultiTouchs products use a building block approach based on modular and stackable LCD displays, allowing virtually any size of display to be constructed. Perceptive Pixel provides a full multitouch system solution capability, which tightly integrates the hardware, software and operating system. Recommendations Consumer-facing organizations should consider using large multitouch displays to emphasize their brand, differentiate their services and provide superior user experiences for consumers. Organizations with short time-to-market requirements to develop multitouch systems should select suppliers with integrated solution capabilities, particularly on the software side. © 2010 Gartner, Inc. and/or its Affiliates. All Rights Reserved. Reproduction and distribution of this publication in any form without prior written permission is forbidden. The information contained herein has been obtained from sources believed to be reliable. Gartner disclaims all warranties as to the accuracy, completeness or adequacy of such information. Although Gartners research may discuss legal issues related to the information technology business, Gartner does not provide legal advice or services and its research should not be construed or used as such. Gartner shall have no liability for errors,   Free Download of Full Report  Topics: Competitive Analysis, Market Research, Competitive Strategy, Market Intelligence

Report Date: April 2010 During the previous two years, addressing the impact of rising and volatile transportation costs was the dominant motivation for investing in transportation management systems (TMSs). However, overall transportation costs declined in the past year, mainly because fuel costs dropped significantly year over year, and the weak global economic climate forced all carriers to compete more aggressively for business, resulting in net lower freight costs for shippers. Price elasticity now favors shippers, as freight supply exceeds demand, and carriers are being forced by shippers to become exceedingly price-competitive. Global freight capacity constraints eased in 2008 and 2009 as freight demand, particularly international ocean and air freight, declined significantly; port congestion eased; and driver and vehicle capacity exceeded demand. Combining lower demand and excess capacity with reduced fuel costs has temporarily reduced freight costs, which might suggest that TMS is no longer necessary.However, the supply chain management (SCM) professionals who Gartner speaks with say that they see these reduced costs as temporary, and many continue to invest in TMS in anticipation of a recovery and a return to higher costs, as well as more capacity constraints. Furthermore, Gartner believes that, if the recovery happens with any pace, currently dormant capacity will not be able to be accessed, because the tight capital markets will hinder the growth of trucking fleets, and many drivers have been laid off or left the transportation marketplace due to the economic downturn. Consequently, trucking firms will find it difficult to upgrade capacity to match increased demand, which will increase base rates and drive more freight to transportation brokers.     Mentions: Descartes, i2, Infor, JDA, LeanLogistics, Logility, Manhattan, MercuryGate, One Network, Oracle, QAD, Precision, RedPrairie, SAP, Sterling Commerce, Transplace     Free Download of Full Report     Topics: Market Research, Competitive Analysis, Strategy, Market Intelligence

Research Publication Date: 12 April 2010 ID Number: G00174865 Cool Vendors in Supply Chain Management, 2010 C. Dwight Klappich, Tim Payne, Tim Zimmerman, Chad Eschinger Gartners supply chain management (SCM) Cool Vendors research looks at five vendors that offer targeted solutions that add value to traditional supply chain planning and execution applications. Although supply chain innovation continues, the focus has moved from the automation of commodity business processes to where the processes and activities become more granular and specific to areas of user need and value. Key Findings SCM users focus has shifted away from a myopic emphasis on reducing costs and investment priorities and now place greater importance on efficiency and productivity improvement. SCM innovation demands that users viscerally understand their sources of differentiation so they can target investments for the greatest return. Recommendations Companies with complex, outsourced supply chains need to develop process-based, flexible collaboration capabilities. A multi-enterprise collaboration solution like ones from Amitive could be considered. Retail or third-party logistics (3PL) organizations that provide home deliveries where the customer needs to be home to complete the shipment should automate the home- delivery order life cycle using tools like ones from Axida. High-volume warehouse environments with complex and high-velocity picking operations should consider tools that integrate warehouse management systems (WMSs) with warehouse automation and provide real-time monitoring, coordination and control over people and automation-based work processes like those from Reddwerks. Organizations that want to utilize telemetry and real-time monitoring to provide seamless machine-to-machine communication within the supply chain should consider tools like Telulars TankLink solution. Resource-constrained selling organizations should consider combinatorial auctioning to achieve high-revenue/margin by using a product like one from Tradeslot. Companies should recognize that there is some risk in adopting innovative application technologies. Users must validate the solutions fit and value as well as vendor skill and expertise through the use of vendor discussions and demonstrations, customer references and pilots, where appropriate. © 2010 Gartner, Inc. and/or its Affiliates. All Rights Reserved. Reproduction and distribution of this publication in any form without prior written permission is forbidden. The information contained herein has been obtained from sources believed to be reliable. Gartner disclaims all warranties as to the accuracy, completeness or adequacy of such information. Although Gartners research may discuss legal issues related to the information technology business, Gartner does not provide legal advice or services   Free Download of Full Report  Topics: Competitive Analysis, Market Research, Competitive Strategy, Market Intelligence

Report Date: April 2010 The tech recovery has started in the US and around the world. Q4 2009 IT market indicators showed an end to declines, setting the stage for stronger growth in 2010. The US IT market is set to grow by8.4%; the global IT market in US dollars will grow by 7.7%. Computer equipment and software will be the strongest product categories, with PCs, peripherals, and storage equipment leading the computer category and operating system software and applications setting the pace for software. Communications equipment purchases are looking up, especially for enterprise and small and medium-size business (SMB) buying. IT services will lag a bit, with systems integration project work waiting for licensed software purchases to rise. On an industry basis, US manufacturers, financial services firms, utilities, and healthcare will see the strongest growth in 2010. On a global basis, the US and Asia Pacific will be standout regions in local currency terms, while the stronger euro and European country debt concerns will keep Western and Central Europe expanding at the slowest rate among the regions.     Mentions: IBM, Oracle, Avaya, BMC, Accenture, ACS, Alcatel-Lucent, BEA, Cisco, Cognos, Dell, CSC, EDS, Lucent, Nokia, Microsoft, NEC, SAP, Siebel, Siemens, Sun, Symantec, Hitachi, EMC, Ericsson     Free Download of Full Report     Topics: Market Research, Competitive Analysis, Strategy, Market Intelligence

Report Date: April 2010Through 2013, four major initiatives will dominate overall customer service strategies: * Tying together service interaction channels * Integrating social CRM capabilities * Analyzing the customer experience * Applying business rules and knowledge in real timeTwo major challenges will impact the definition of market leader in the CRM customer service contact center space, which focuses on tools for the human agent or service representative: * A new generation of customers has a deep resistance to telephone-based customer service. * Customers expect best practices in one industry (for example, Amazon.com in online retail) to be the norm across industries.These changing expectations come at a time of continued economic uncertainty, with business leaders observing signs of renewed growth while continuing to view discretionary investments cautiously. Vendors in this space must have convincing business cases and metrics to demonstrate that their products will have a measurable impact on one or more key performance metrics in the customer experience.The argument for increased investments in the customer service contact center is bolstered by two facts: Many organizations are facing upgrades of infrastructure, such as older client/server applications, from long-defunct companies, and there are new demands to support the Web-based customer. Customers expect to find their own answers and solve their own problems, and when they cannot, they want the opinions of their peers in forums, communities and microblogs. These realities are changing the Magic Quadrant evaluation criteria. Mentions: Amdocs, Astute Solutions, Chordiant, eglue, Jacada, Microsoft, Neocase, Oracle, Pegasystems, Portrait Software, RightNow, salesforce.com, SAP, Sword Ciboodle  Free Download of Full Report  Topics: Market Research, Competitive Analysis, Strategy, Market Intelligence

Research Publication Date: 1 April 2010 ID Number: G00175441 Cool Vendors in Application Platforms as a Service, 2010 Yefim V. Natis, Eric Knipp, Massimo Pezzini, Ray Valdes Much innovation in application platform space focuses on cloud computing. Vendors look to offer a bridge between the programming practices of familiar application servers (platforms) and the new realities of cloud deployment using application platforms as a service (APaaSs). Key Findings While some cloud application platform offerings treat multitenant cloud computing as a new beginning, offering innovative but discontinuous new programming models, many look to extend the existing programming models to the cloud. Retaining the familiar programming models of Java, .NET, Ruby, Python, Unified Modeling Language (UML) or other simplifies the transition of the existing software and staff to cloud computing, but leaves some design for cloud specifics, such as multitenancy and version control to the developer. The entry of a large vendor, such as Microsoft, into the emerging APaaS space is both a "tide that lifts all ships" and an existential threat to the small APaaS providers that fail to stay "two steps ahead of competition" at all times. Many new APaaS providers rely on third-party cloud system infrastructure providers, such as Amazon. This partial loss of control by an APaaS provider is a potential long- term vulnerability, despite its short-term cost and time-to-market advantages. Recommendations Backward-compatible APaaS is a good place to start with cloud development. Web-style consumer-targeted applications that do not require multitenancy are a particularly good fit for early cloud application development. Independent software vendors (ISVs), planning to build software-as-a-service (SaaS)- style multitenant applications should demand built-in support of the core features of mult Mentions:   Free Download of Full Report  Topics: Competitive Analysis, Market Research, Competitive Strategy, Market Intelligence

March 31, 2010 | April 1, 2010 The Forrester Waveâ„¢: UK Interactive Agencies — Web Design Capabilities, Q1 2010 by Jonathan Browne for Customer Experience Professionals Making Leaders Successful Every Day For Customer Experience Professionals March 31, 2010 | April 1, 2010 The Forrester Waveâ„¢: UK Interactive Agencies — Web Design Capabilities, Q1 2010 Detica And Sapient Interactive lead With AKQA Closely Following by Jonathan Browne with Harley Manning, Angela Beckers, richard Gans, William Chu, and Shelby Catino ExECUTIvE SUMMAry In Forrester’s evaluation of the Web design capabilities of nine leading UK interactive marketing agencies across 19 criteria, we found that Detica and Sapient Interactive led the pack for transaction-led projects, due in large part to the high usability scores earned by the client reference sites they provided for evaluation. AKQA, EMC Consulting, LBi, Reading Room, and Wunderman were Strong Performers for transaction-led projects, with AKQA’s exemplary Brand Image Review scores moving it into the Leaders’ circle for image-led projects. Rounding out the eld, Amaze showed strength in multilingual projects and image-led projects, while VML London earned top scores from both reference clients for the business results it produced. Both agencies came in as Contenders. Companies hiring interactive agencies in the UK should look at the detailed scoring for these nine vendors and short-list those whose strengths align with their ongoing needs. TABlE oF ConTEnTS 2 Demand Is Picking Up For Design Agencies After A Tough Year In 2009 3 UK Interactive Agencies Web Design Evaluation Overview 6 We Graded Interactive Agencies In Two Ways 13 Vendor Profiles 17 Supplemental Material noTES & rESoUrCES Forrester conducted Web Site User Experience reviews, Brand Image reviews, and Persona reviews between october 2009 and February 2010. We also interviewed nine vendor companies and their reference clients: AKQA, Amaze, Detica, EMC Consulting, lBi, reading room, Sapient Interactive, vMl london, and Wunderman. Related Research Documents “The Forrester Waveâ„¢: Interactive Marketing Agencies — Web Design Capabilities, Q2 2009” June 5, 2009 “Why Do Interactive Agencies Play Hard To Get?” February 27, 2009 “The Forrester Waveâ„¢: European Interactive Agencies — Web Design Capabilities, Q4 2007” october 18, 2007 © 2010, 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 c   Mentions: AKQA, Amaze, Detica, EMC Consulting, lBi, reading room, Sapient Interactive, vMl london, and Wunderman.   Free Download of Full Report   Topics: Competitive Analysis, Market Research, Competitive Strategy, Market Intelligence

Report Date: March 2010Within the governance, risk and compliance (GRC) marketplace, continuous controls monitoring (CCM) is a set of technologies that assist the business in reducing business losses from fraud or failure to follow rules governing financial transactions, and improving performance through continuous monitoring (CM) and reducing the cost of auditing through continuous audit (CA) of the automated controls in ERP systems or other financial applications. CCM contributes value to risk management and compliance initiatives in three ways:Lowering compliance costs - A CCM solution can reduce the cost of audits by eliminating much manual sampling and minimizing the time it takes to gather documentation. Improving financial governance - CCM can increase the reliability of transactional controls, improve auditor trust and increase the effectiveness of antifraud controls. Improving operational performance - CCM controls, such as those that monitor duplicate payments, incorrect discounts or misapplied warranties, go beyond what most people consider compliance. By preventing these violations of business rules, CCM can improve key financial processes and increase the availability of working capital. Mentions: ACL Services, Approva, Greenlight Technologies, Infogix, Oracle, Oversight Systems, SAP, Security Weaver, SymSure  Free Download of Full Report  Topics: Market Research, Competitive Analysis, Strategy, Market Intelligence

Report Date: March 2010 The market for midrange and high-end network-attached storage has become increasingly consolidated, yet still competitive, over the past year. Users should evaluate network attached storage products based on their business needs, workload characteristics and infrastructure strategy. Since the last iteration of this Magic Quadrant report, the midrange and high-end network attached storage (NAS) market has been consolidated with three emerging vendors acquired by three large vendors. Gartner believes that those acquisitions will be beneficial to most users, because they removed the uncertainty about the small vendors viability and will provide more funding to further develop the innovative technologies. The market will become more competitive if the large vendors execute well with developing and promoting those technologies. A healthy competition among different NAS platforms will also drive down the cost to the users. From a technology perspective, many vendors in the market have adopted solid state drives to boost performance. More products, such as Oracles Sun Storage 7000 and EMCs Celerra, have introduced native deduplication or single instance store and compression (in addition to NetApps popular deduplication capability). Deduplication is increasing its appeal in the VMware environment as well as general-purpose file serving. Another focus area for some vendors is storage tiering via migration policy engines such as BlueArcs Data Migrator and EMCs Celerra Fully Automated Storage Tiering. In todays market, its difficult to find one midrange or high-end NAS product that can cater to all needs. Mentions: BlueArc, EMC, HP, NetApp, IBM, Isilon, LSI, Oracle, Panasas, Pillar, SGI  Free Download of Full Report  Topics: Market Research, Competitive Analysis, Strategy, Market Intelligence

Report Date: March 2010 The enterprise network firewall market has entered an evolutionary period, as disruption is brought on by increasingly sophisticated and targeted threats, virtualization, and business process changes. Vendors vary in their rate of innovation toward next-generation firewall capabilities. The enterprise firewall market is one of the largest and most mature security markets. It is populated with mature vendors, and shortlists are fairly homogeneous among horizontal and vertical markets. Innovation has been limited, and opportunities for reducing firewall unit costs have increased because of fewer points of differentiation among competing products and virtualization. Organizations final product selection decisions must be driven by their specific requirements, especially in the relative importance of management capabilities, ease and speed of the deployment, acquisition costs, IT organization support capabilities, and integration with the established security and network infrastructure.   Mentions: Palo Alto, 3Com, Astaro, Check Point, Cisco, Fortinet, Juniper, McAfee, Barracuda, SonicWALL, WatchGuard   Click here to download 2010 Magic Quadrant for Enterprise Network Firewalls   Topics: Market Research, Competitive Analysis, Strategy, Market Intelligence

Sales incentive compensation management (ICM) software continued to gain attention from corporations, which helped stabilize demand in 2009 despite the economic recession, leaving the market roughly flat at about $315 million in revenue worldwide. Interest was sustained by pragmatic concerns with controlling sales costs and the availability of more use cases demonstrating tangible business benefits realized from improved management of compensation for sales channels. A diverse selection of vendors still employ a variety of delivery models, including software-as-a-service (SaaS), hosted and on-premises options. Best-of-breed vendors continue to lead in introducing innovations in the market, offering compelling visions and gaining mind share; however, firms are increasingly giving consideration to leveraging existing relationships with incumbent application suite vendors.Organizations with 100 salespeople or more, complex selling models, or partner channels should investigate sales ICM software offerings to improve the planning, execution and oversight of programs and processes that are meant to encourage revenue production. Initiatives for more than 1,000 payees should evaluate on-premises and hosted solutions that can demonstrate appropriate scalability, performance and flexibility in accommodating sophisticated rules. Midsize to large businesses with 100 to 1,000 payees and mostly conventional compensation practices should consider SaaS offerings, along with hosted and on-premises options, to identify options for lowering implementation costs and deployment times. Similarly, small or midsize (SMB) businesses with more than 50 payees and intentions to re-engineer sales practices should explore SaaS options. Mentions: Callidus, EIS, Excentive, Merced, Oracle, SAP, Synygy, Varicent, Xactly, ZS Associates  Free Download of Full Report  Topics: Market Research, Competitive Analysis, Strategy, Market Intelligence

Report Date: March 2010 Gartners "Magic Quadrant for Communications Outsourcing and Professional Services(COPS), Worldwide" is a guide for midsize and large multinational companies (MNCs)to identify and evaluate vendors that deliver IT services in support of enterprisecommunications and connectivity. The IT services covered in this Magic Quadrant includemaintenance and support, consulting, application development, integration and ongoingmanagement of IT and related business processes. This Magic Quadrant was previouslycalled "Magic Quadrant for Managed and Professional Network Service Providers,Worldwide" (and there was a similarly focused North America version). However, thiscaused some confusion with Gartners Magic Quadrants for Network Service Providers.While these Magic Quadrants are focused on network services (connectivity), the COPSMagic Quadrant is focused exclusively on IT services related to network service solutionsand communications systems. The vendors in this Magic Quadrant provide relevant IT services to support fixedand mobile connectivity and communications systems. These vendors do notnecessarily own the infrastructure, applications or connectivity contracts (or controlthe relevant operational leases). Though all the vendors in this Magic Quadrant providecommunications-centric IT services, their competencies, approaches to customerengagement and contracting practices vary; generally their different approaches aredictated by their primary business model (in terms of revenue).   Mentions: Accenture, Atos Origin, AT&T, Avaya, BT Global, Cable & Wireless, Cisco, CSC, Dimension Data, Getronics, HP, IBM, NEC, Orange, Siemens, T-Systems, Verizon   Free Download of Full Report   Topics: Market Research, Competitive Analysis, Strategy, Market Intelligence

Microsoft has announced details of its much anticipated next release of SharePoint, SharePoint 2010, which provides improvements in scalability, content management functionality and governance. Application developers, IT planners and enterprise architects will want to assess the changes and plan their strategy for adoption or migration.Key FindingsSharePoint 2010 remains a horizontal content management offering. Microsoft does not appear to be targeting vertical applications or transactional (fixed) content management with this release, but rather more collaborative processes and dynamic content applications. This release promises improved scalability and better support for broad enterprise deployments. Enterprises will be better able to govern their SharePoint deployments if new features, such as policy-based information management, prove robust and effective. SharePoint 2010 provides a more intuitive user interface. The range of information workers who can consume and use content management therefore continues to increase, blurring more completely the distinction between user and administrator. Mentions: Microsoft  Free Download of Full Report  Topics: Market Research, Competitive Analysis, Strategy, Market Intelligence

Half of US online adults are Joiners, people who interact with social networks at least once a month. Very few are decreasing the amount of time they spend on these networks. More than three-quarters of Joiners visit Facebook regularly, but LinkedIn members are the most afluent. Social networks are an ideal way to spark word of mouth, since Joiners are more likely to spread product opinions and counsel friends and family before they make a purchase. While Facebook dominates this space, MySpace is still selective for entertainment brands, and LinkedIn can help you reach high-income professionals. Interactive marketers should check out and connect with existing fan pages and groups before launching their own. TODAYS SOCIAL NETWORK PARTICIPANTS Half of online Americans are Joiners, people who use social networks at least monthly.1 Among this group, 78% are on Facebook, 51% are on MySpace, and 16% are on LinkedIn.2 Their behaviors vary widely. Social network members: · Skew younger with higher incomes. MySpace members are the youngest Joiners with nearly two- thirds under age 35 (see Figure 1). LinkedIn and Facebook participants are slightly older; their average age is closer to 40. While most Joiners already earn more than the typical online adult, LinkedIn members stand out with an average annual household income exceeding $100,000. · Use other social tools as well. Joiners take their social participation beyond social networks. LinkedIn users are the most active: four in five are Critics, and nearly as many are Creators (see Figure 2). Mentions: Facebook, MySpace, LinkedIn  Free Download of Full Report  Topics: Market Research, Competitive Analysis, Strategy, Market Intelligence

Business process analysis (BPA) tools are intended primarily for use by:· Business architects, who require robust solutions aligned with enterprise architecture· Business process (BP) architects, who redesign BPs at a conceptual level, regardless of whether there would be a business process management suite (BPMS) implementation· BP analysts, who redesign processes at a more detailed level, often using a BPMSBP analysts are also responsible for coordinating the implementation of the new processes as part of BPM projects, IT development projects and package purchase acquisitions. Although these roles are increasingly being performed by staff in end-user business units, many organizations still expect IT architects and analysts to perform these roles. As with the 2008 BPA tool Magic Quadrant, in 2009 we continued to focus on BP architects and analysts as the prototypical buyers of BPA tools.BPA tools also can be used by other roles in the organization (for example, lines-of-business owners, departmental heads and operations staff). This is part of the growing use of "BPA for the masses," embedding BPA into the everyday organization. We see this trend with increased use of automated and nonautomated "as-is" process discovery and cloud-based modeling to improve communication and collaboration. Technical, solution and information architects increasingly find value in BPA for modeling and simulating services and capabilities, increasingly seeking to better understand how BPs relate to and are designed and implemented in service-oriented architectures (SOAs).Organizations are also showing increased interest in having better integration across roles through the use of integrated or best-of-breed suites of tools that support modeling for BP, object-oriented and data/database analysis and design, as well as requirements management. For example, as a best practice, organizations are defining BPs, events and workflows in BPA tools, and are bringing this information into IT modeling tools and BPMSs, where more-detailed software and data service analyses, design and development occurs.   Mentions: Orbus Software, Ultimus, Fujitsu, BusinessGenetics, Casewise, iGrafx, IBM, IDS Scheer, Lombardi, Mega, Metastorm, Microsoft, Nimbus, QPR , Software, Salamander Technologies, Savvion, Sparx Systems, Tibco   Free Download of Full Report   Topics: Market Research, Competitive Analysis, Strategy, Market Intelligence

Application performance monitoring (APM) now requires coordinated decisions across fivedistinct dimensions of functionality: end-user experience monitoring; user-defined transactionprofiling; application component discovery and modeling; application component deep-divemonitoring; and application performance management database capabilities. Enterprisesshould use the results of this Magic Quadrant to help guide vendor selection decisions andevaluate how well the vendors support the various dimensions. Because vendors rarelydemonstrate equal competency across all five dimensions, an enterprise will often need to"mix and match" offerings from different product portfolios to achieve a best-of-breed fit forits own requirements.During the past five years, IT operations management has become increasingly application-centric. While most IT operations teams still regard the management of infrastructurecomponents (virtual and real servers, networks, and storage farms) as their core competency,they have increasingly come to understand that these elements deliver value to the businessonly in the context of the applications they support, and, therefore, unless infrastructurecomponents are managed with an eye to their impact on application performance, itwill prove increasingly difficult to justify the investment and labor time associated withtraditional IT operations management. Business decision makers have, in fact, been themost enthusiastic advocates of application-centric IT operations management among largeenterprises, precisely because they have grown more appreciative of the role that IT playsin enabling the unfolding and execution of revenue or value-generating business processes,and, to them, the most important and visible element that IT delivers with regard to businessprocess execution is the predictable and effective flow of application-based transactions. Mentions: AVIcode, CA, Compuware, Fluke Networks, HP, IBM, Inetco, MQSoftware, Nastel, NetIQ, Nimsoft, Opnet, OpTier, Oracle, Precise, Progress, Quest Software  Free Download of Full Report  Topics: Market Research, Competitive Analysis, Strategy, Market Intelligence

Report Date: February 2010 Enterprises should define the scope and frequency of vulnerability scanning and the integration requirements first, and then select the best mix of delivery mechanisms (software, appliance, service, mix) before evaluating vulnerability assessment (VA) products. These products focus on discovering network nodes and identifying network-level vulnerabilities. While some vendors include some capabilities for discovering application-level vulnerabilities, network VA products are not substitutes for application-level vulnerability analysis products. Enterprises that cannot devote the staff resources to regularly use network VA products should focus on service offerings.   Mentions: Beyond Security, Critical Watch, eEye, IBM, Lumension, McAfee, nCircle, Qualys, Rapid7, Saint, StillSecure, Tenable Network Security, Trustwave   Free Download of Full Report   Topics: Market Research, Competitive Analysis, Strategy, Market Intelligence

The vendors profiled in this Magic Quadrant provide basic, standards-based wireless LAN (WLAN) connectivity from access points to an expanding number of devices using the IEEE 802.11 standards-based WLAN. Differences in WLAN architecture, product mixes (controllers and access points), and integration with existing and newer wired LAN products and services differentiate the offerings from each vendor. The market has continued to shift during the past 16 months, as reliable connectivity continues to become "table stakes" for enterprises evaluating WLAN vendors. Network services to manage, optimize or enhance applications traversing the wireless medium are becoming important differentiators.   Mentions: 3Com, HP, Aerohive, Aruba Networks, Trapeze Networks, Bluesocket, D-Link Systems, Enterasys, Siemens, Cisco, Xirrus, Meru Networks, Motorola, Ruckus Wireless   Free Download of Full Report   Topics: Competitor Research

This research provides an overview and analysis of Oracles stated plans related to the absorption of Suns identity and access management (IAM) suite components. Key Findings " The merging of two of the most complete and credible suites of IAM products will create a formidable new IAM portfolio. " Oracles "continue and converge" strategy gives existing Sun customers time to build their own future upgrade road maps and allows new customers to match Oracle functionality with practical requirements. " Oracles stated plan keeps many of its own core IAM products, although several will be augmented by Sun products that have particularly unique or innovative qualities. " Suns IAM-related open-source software projects (OpenDS and OpenSSO) continue, and they will no longer represent the state-of-the-art for each products development. " Oracles support and maintenance levels for Sun customers are reasonable. Mentions: Oracle,, Sun  Free Download of Full Report  Topics: Market Research, Competitive Analysis, Strategy, Market Intelligence

In Forrester’s 53-criteria evaluation of predictive analytics and data mining (PA/DM) vendors, we found that SAS Institute, SPSS (evaluated separately from new parent IBM’s other PA/DM offerings), KXEN, Oracle, Portrait Software, and IBM (pre-SPSS acquisition PA/DM offerings) head the pack with mature, sophisticated, scalable, flexible, and robust solutions. SAS leads, providing the most feature-rich solution portfolio and, through its recent expansion of enterprise data warehouse (EDW) vendor partnerships, taking the industry lead in promoting in-database analytics as an emerging best practice for highperformance analytics deployments. SPSS is rapidly integrating its already strong PA/DM solution portfolio with new parent IBM’s extensive data management solution family. KXEN stands out for its focus on content analytics, sentiment analysis, and social network analysis. Oracle distinguishes itself through the depth of its PA/DM tool’s integration into its enterprise database and application portfolio. Portrait provides a comprehensive set of customer analytics offerings that integrate with its core PA/DM tool. TIBCO Software, FICO, and Angoss Software are Strong Performers in the PA/DM market.     Mentions: SAS, SPSS, IBM, KXEN, Oracle, Portrait Software, TIBCO, FICO, Angoss Software     Free Download of Full Report     Topics: Market Research, Competitive Analysis, Strategy, Market Intelligence

Today, most data warehouses are mission-critical (see Note 1), serving in an increasingly mixed workload capacity (see Note 2), including as a data source for online applications. "Deep mining" analysts and business analysts are running more ad hoc but equally complex queries and fast-running tactical queries, each with differing service-level expectations. These differing workloads are all competing for CPU, memory and disk access. At the same time, data latency continues to progress from batch to continuous loading demands. In 2009, the latest wave of data warehouse adoption, which includes less mature organizations with little or no data warehouse management experience, continued to grow in size. Many of these organizations provide a new opportunity for mart-style deployments. At the same time, data warehouse appliances (see Note 3) are growing in popularity, with the large "mega vendors" (such as IBM, Oracle, HP and soon Microsoft) now offering an appliance solution of some type. End-user organizations should ignore marketing claims regarding the applicability and performance capabilities of solutions, and should instead base their decisions on customer references and proofs of concept (POCs) to ensure that claims made by vendors will hold true in a real-life environment — more specifically, their own environment.   Mentions: Teradata, Oracle, IBM, Neteeza, Microsoft, Sybase, Greenplum, Sun, HP, Vertica, Ingres   Free Download of Full Report   Topics: Market Research, Competitive Analysis

This document presents a global view of Gartner's opinion of the main software vendors that should be considered by organizations seeking to develop business intelligence (BI) applications. Buyers should evaluate vendors in all four quadrants and not assume that only highly rated organizations can deliver successful BI implementations. Year-to-year comparisons of vendor positions are not particularly useful given market dynamics (such as emerging competitors, new product road maps, new buying centers) and client concerns/inquiries have changed since our last Magic Quadrant. Therefore, we have evaluated vendors based on these new market dynamics and have reflected the changes in our Magic Quadrant criteria evaluation weights for 2010. For further guidance on the Magic Quadrant evaluation process and on how to use a Magic Quadrant, see "Magic Quadrants and MarketScopes: How Gartner Evaluates Vendors Within a Market."   Mentions: Microsoft, Oracle, IBM, SAS, Actuate, SAP, Tibco, QlikTech   Free Download of Full Report   Topics: Market Research, Competitive Analysis

In November 2009, CA commissioned Forrester Consulting to evaluate the impact, challenges, and requirements around the operational aspects of virtualization. The study confirms that virtualization is continuing to expand, and the technology introduces new levels of complexity that threaten the stability of services. As day-to-day production responsibility shifts from subject matter experts to operational generalists, new management and automation tools are needed to minimize the risks. In conducting surveys with 257 IT professionals, Forrester found that these companies achieved operational benefits from virtualization, but challenges remain. Virtualization improved IT worker productivity and service quality, but capacity management emerged as a top virtualization challenge and the needs for automation and including virtualized infrastructure into an overall IT service management movement also surfaced.   Mentions: CA, Virtualization, Capacity Management, SaaS, Cloud Computing   Free Download of Full Report   Topics: Market Research, Competitive Analysis, Strategy, Planning, Market Intelligence