The Forrester Wave™: End-User Experience Management Solutions, Q3 2024

End-User Experience Management Solutions Vendor Product Comparisons 2024

Key features and pros and cons of top End-User Experience Management Solutions products:

Lakeside Software - Leaders

Pros:

Deep data collection with 10,000 data points collected every 15 seconds
Market-leading data retention policies enabling deep historical analysis
Robust root cause analysis (RCA) capabilities across level-one to level-three admins
1,200+ OOTB sensors with real-time reporting
SysTrack Assist provides OOTB checklist for level-one service desk admins
Prevent enables environmentwide issue detection and remediation with highly customizable drill-downs
Exceptional support reported by reference customers
Significant cost savings demonstrated
Strong partner ecosystem including many leading managed service providers
Robust set of value blueprints to help implement DEX initiatives

Cons:

Limited visibility into collaboration tools
Fewer geospecific certifications versus competitors
More complex UI, though significant investment is being made to improve usability
Vision not as holistic as some competitors, centered on historical strength in device telemetry collection

Nexthink - Leaders

Pros:

Deep, holistic, and consumable approach to DEX with breadth and depth of telemetry monitoring
Top-notch innovation and commitment to R&D with hyperfocus on EUEM
Nexthink Accelerate - the only managed DEX service in this evaluation
DEX score, RCA, and assist capabilities leverage AI-based correlations with external benchmarking
Excellent sentiment, collaboration, adoption, and low-code features
Transforms complex datasets into insights easy for administrators to consume
New cloud-native EUEM platform (Nexthink Infinity)
Released Nexthink Flow (low-code orchestration) and Nexthink Assist (AI-generated chatbot)
Acquired digital adoption platform vendor AppLearn
High customer satisfaction with support, adoption services, and Nexthink Accelerate

Cons:

Security and compliance toolset is maturing but lacks some key features like vulnerability and patch visibility
VDI monitoring capabilities need improvement per reference customers
Mobile monitoring capabilities need enhancement

1E - Strong Performers

Pros:

Exceptional remediation at scale using lightweight distributed architecture
Proprietary coding language enabling extremely customizable automations for complex environments
Mass self-healing capabilities once configured
Real-time remediation capabilities
Vast library of Tachyon Exchange packs and instructions
Solid adoption support through dedicated experience experts and excellent support
New cloud-native platform
AI-driven Intelligent Insights feature
Patented intelligent sentiment capability
Solid partner ecosystem

Cons:

Less depth of metrics and fewer prebuilt sensors than competitors
VDI monitoring only supports Citrix
Does not yet support collaboration tool monitoring
Endpoint automation requires upfront technical work
Need for more historical data collection per reference customers
Data collection needs to be deepened

Broadcom - Contenders

Pros:

Strong mobile experience management with deep telemetry collection, check-in/checkout monitoring, and robust support for wearables and rugged devices
Low-code orchestration powered by Freestyle Orchestrator is highly configurable with many OOTB templates
Solid self-service remediation and RCA capabilities
Rearchitected entire platform to run as highly scalable cloud-native service
Robust automation capabilities even through third parties
Innovating quickly per customer references

Cons:

Support, partner ecosystem, and adoption strategy need to mature
Fewer sensors than competitors
Lacks ROI analysis in the product
Support and training need improvement per customer references
Wide breadth of data but less depth
Experience practice needs to mature
VMware's end-user computing division being sold to KKR under new brand Omnissa

ControlUp - Strong Performers

Pros:

Superb VDI monitoring with exceptional visibility over entire virtualization stack (client, broker, network, hypervisor)
True real-time telemetry connection for VDI
Real-time telemetry collection on physical devices
Comprehensive unified-communications-as-a-service monitoring
Impressive macOS support
Market-leading growth and R&D investment
Easy implementation per reference customers
Significant momentum with expansion of engineering, sales, and executive headcount

Cons:

Fewer physical device sensors compared with some competitors
DEX scoring has some gaps
Sentiment collection features have gaps
Campaign management has limitations (limited OOTB surveys, no support for remediation within surveys)
Need to expand channel presence
Need to invest in DEX-focused services and support
Need to solidify longer-term DEX vision
Console needs to be more unified across modules per reference customers

Ivanti - Contenders

Pros:

Flexible bots model makes for powerful orchestration engine capable of automating complex workflows
Mass self-healing capabilities
Real-time process querying enabled by bots
Flexible sentiment collection
Third-party integration capabilities
Low-code bots orchestration for endpoint state management
High levels of security and compliance support even for mobile devices
Large partner ecosystem
High satisfaction with support model per customers
Enhanced low-code runbooks with advanced logic and new neurons

Cons:

Key monitoring gaps including no support for nonpersistent VDI and web-based SaaS
DEX score is not yet configurable
Historical data storage limited to two weeks
Needs more customization and in-depth data collection for accurate DEX score per reference customers
Vision, adoption, and support services not solely experience-centric
EUEM product must compete against many other IT products within broader portfolio
Needs to invest in web application monitoring per customers

Riverbed Technology - Strong Performers

Pros:

Full-stack application transaction monitoring with full visibility into client, network, and back-end infrastructure across any type of application
Top-notch measurement capabilities with external benchmarking, configurable thresholds, built-in recommendations, and ROI analysis
Developed more than 200 scripts to fill historical gap in remediation
Excellent support per reference customers
OOTB monitoring features
Robust APIs
Launched low-code runbook orchestrator (Intelligent Service Desk)
Added Aternity Mobile for frontline DEX
Strong partner ecosystem
Reunification with Riverbed and acquisition by Vector Capital brought stability and cashflow

Cons:

Device-level details not as comprehensive as others
Need improved training per reference customers
Need improved third-party integration
Resources and services to help customers maximize time to value can be improved
Data collection lacks depth in some areas

Tanium - Contenders

Pros:

Robust scripting tools for endpoint remediation
Distributed architecture enables highly scalable self-healing at the edge including offline support
Only vendor to support data querying via Microsoft Copilot for proprietary dataset
Excellent security and compliance capabilities
Many industry-specific certifications including FedRAMP
High satisfaction with support model per customers
Fully developed adoption and support services for Performance and Engage modules
Solid net revenue and client retention

Cons:

Approach to EUEM is endpoint-centric with visibility only extending to what's running on endpoint
Sentiment collection missing some features like multilingual support
Need to invest in web application monitoring per customers
Vision centers on autonomous endpoint management rather than DEX specifically
Visibility only extends to endpoint itself, not broader application stack

FAQs

Q: Which vendors are Leaders in 2024?

A: Lakeside Software, Nexthink

Q: What does "Leader" mean in Forrester Wave terms?

A: Leaders in the Forrester Wave for End-User Experience Management Solutions demonstrate excellence in enabling holistic and deep visibility into the entire digital employee experience (DEX). They effectively balance breadth and depth of telemetry monitoring across physical and virtual endpoints, SaaS, client applications, and internal/external networks. Leaders translate complex data into actionable insights quickly through features like OOTB DEX scoring, internal and external benchmarking, built-in ROI analysis, AI-based recommendations, and hundreds of built-in templates. They drive automated remediation at scale with highly customizable automation for complex environments and drag-and-drop low-code orchestration. Leaders differentiate through the quality of their data supporting AI use cases such as anomaly detection, natural language querying, and AI-assisted root cause analysis. They also provide strong qualitative collection capabilities including AI-based sentiment analysis and use-case-based survey campaigns.

Q: How do I interpret a Forrester Wave?

A: https://www.forrester.com/policies/forrester-wave-methodology/

Report:

Top Vendor Products for End-User Experience Management Solutions in 2024

End-User Experience Management Solutions Vendor Product Comparisons 2024

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FAQs

Q: Which vendors are Leaders in 2024?

Q: What does "Leader" mean in Forrester Wave terms?

Q: How do I interpret a Forrester Wave?

Reference