Report:
Magic Quadrant for Managed Mobility Services, Global
How does Gartner define the Managed Mobility Services, Global market in 2023?
Managed mobility services (MMS) comprise the vendor-provided IT and business process services required to plan, procure, provision, activate, ship, manage, secure and support mobile devices, related accessories, related mobile management systems, and mobile applications. The goal of MMS is to ensure operational and commercial effectiveness for end users, including security of relevant data, maximized device and user uptime, visibility and control of the mobile estate, inventory optimization, lower total cost and higher return on investment, and improved end-user experiences. For this Magic Quadrant, 'devices' include smartphones, tablets, purpose-built field service equipment with embedded equipment, and wearable technology, applying to both corporate-liable and individual-liable (BYOD) devices. Inclusion criteria require providers to also manage laptops and other end-user compute devices, though capabilities for managing those devices are not currently evaluated. Gartner defines five core MMS deliverable categories: Sourcing and logistics management, Managed UEM, Security management, Financial management, and Program management (including professional services).
Key Facts for Magic Quadrant for Managed Mobility Services, Global in 2023
- Publication Date: 31 July 2023
- Document ID: G00772138
- Coverage: Global
- Authors: Katja Ruud, Rafael Benitez, Bill Menezes
- Core Purpose: To help sourcing, procurement and vendor management leaders identify best-fit managed mobility services (MMS) providers by combining technical, commercial and operational requirements to source mobile services across geographies and increase productivity, end-user satisfaction, and accelerate business momentum.
Strategic Planning Assumptions
No strategic planning assumptions provided.
How was the Managed Mobility Services, Global market evolved in 2023?
- MMS comprises vendor-provided IT and business process services for planning, procuring, provisioning, activating, shipping, managing, securing and supporting mobile devices, accessories, management systems and applications
- The market continues to grow with most providers achieving double-digit growth in both devices under management and revenue
- Devices covered include smartphones, tablets, purpose-built field service equipment, wearable technology, and now laptops and other end-user compute devices
- The market includes both corporate-liable and individual-liable (BYOD) devices
- Five core MMS categories: Sourcing and logistics management, Managed UEM, Security management, Financial management, and Program management
- Organizations seek to ensure mobile device fleets are operationally effective and managed at competitive costs
- Consistent delivery of services remains challenging with patchy reach at global levels and variable service delivery
- Users increasingly work from remote locations requiring sourcing, distributing and retrieving devices across geographies
- The criticality of mobile devices has increased as users authenticate themselves using mobile devices
- Consumption of some mobile services has decreased due to reliance on Wi-Fi networks
- The market is beginning to mature in terms of number and depth of capabilities offered
- Organizations remain concerned about service delivery meeting requirements due to inconsistent provider capabilities and unpredictable service delivery
- Buyer requirements may necessitate sourcing multiple providers or using third-party program management
What product features are required to be included in this year's evaluation?
- Have at least 1.5 million smart mobile devices (exclusive of "dumb" phones) under management globally by the end of October 2022
- Support at least 25% of their installed base or a minimum of 500,000 devices outside of their home region by end Oct 2022
- Generate at least 25% of their MMS revenue through internal resources
- Manage mobile assets and related processes in at least three of the geographies identified in Gartner user and vendor surveys: Asia/Pacific, Latin America, The Middle East and Africa, Europe, North America
- Serve the same client in at least three regions
- Deliver managed laptops for at least one client
- Deliver all five MMS categories: Sourcing and logistics management, Managed UEM, Security management, Financial management, Program management (including professional services)
What are the common features of top products in the Managed Mobility Services, Global space?
- MMS providers typically price offers as monthly recurring charge per device or per user
- Some providers bundle project-based services into monthly recurring charges
- Bill of materials pricing where discrete service charges are presented individually (preferred model for price transparency)
- Options ranging from basic service to higher specifications with additional features or support
- Different service options for different users within an organization
- Monthly recurring baseline price combined with assumed incident rates or one-time charges
Scope Exclusions
- Basic "dumb" phones are excluded from device count
- UEM software market evaluation (covered separately in Magic Quadrant for Unified Endpoint Management Tools)
- Current evaluation does not assess capabilities for managing laptops and other end-user compute devices, despite inclusion requirement
- IT operations and service management software used in broader IT managed services (evaluated separately)
Inclusion Criteria
Vendors must, among other requirements:
- At least 1.5 million smart mobile devices under management globally by end October 2022
- Support at least 25% of installed base or minimum 500,000 devices outside home region
- Generate at least 25% of MMS revenue through internal resources
- Manage mobile assets in at least three of five geographies (Asia/Pacific, Latin America, Middle East/Africa, Europe, North America)
- Serve the same client in at least three regions
- Deliver managed laptops for at least one client
- Deliver all five MMS categories: Sourcing and logistics management, Managed UEM, Security management, Financial management, Program management
Ability to Execute — Relative Weighting
- Product or Service - High
- Overall Viability - Low
- Sales Execution/Pricing - Low
- Market Responsiveness/Record - High
- Marketing Execution - Low
- Customer Experience - High
- Operations - High
Completeness of Vision — Relative Weighting
- Market Understanding - Medium
- Marketing Strategy - Medium
- Sales Strategy - Medium
- Offering (Product) Strategy - High
- Business Model - Medium
- Vertical/Industry Strategy - Medium
- Innovation - Medium
- Geographic Strategy - High
FAQs
Q: What does this research cover?
A: This Magic Quadrant evaluates 17 global providers of managed mobility services (MMS) across five core service categories: sourcing and logistics management, managed UEM, security management, financial management, and program management. The research covers providers' ability to manage mobile devices (smartphones, tablets, field service equipment, wearables, and laptops), related accessories, mobile management systems, and mobile applications across all five global regions (North America, Europe, Asia/Pacific, Latin America, and Middle East/Africa). The evaluation includes both Ability to Execute (operational capabilities, service delivery, customer experience) and Completeness of Vision (strategic positioning, geographic reach, innovation).
Q: Who should use this research?
A: This research should be used by sourcing, procurement and vendor management leaders who are working to: (1) Expand legacy MMS for corporate-owned devices to encompass BYOD devices or manage a hybrid estate; (2) Determine appropriate mobile devices, life cycle services and network entitlements by employee profile and persona; (3) Enable employee productivity through secure mobile access to corporate resources; (4) Deploy, activate and integrate mobile assets for a connected workforce including shared and ruggedized devices; and (5) Audit, inventory and optimize users' usage of corporate mobile resources. The research helps identify best-fit providers by combining technical, commercial and operational requirements for global mobility management.
Q: What are the mandatory features of vendors included in this market?
A: Vendors must deliver all five core MMS categories: 1) Sourcing and logistics management - systems and services to purchase, provision, activate mobile services, applications and devices, including forward/reverse logistics, staging, kitting, depot repair, advanced replacement, recycling, and device cascading; 2) Managed UEM - licensing and operating UEM tools for agent and agentless management of computers and mobile devices through single console, including provisioning, deployment and management; 3) Security management - systems and services beyond UEM platforms to secure access through authentication, encryption, containerization, EFSS, content filtering, anti-malware, mobile threat defense, and related professional services; 4) Financial management - expense management capability including sourcing, ordering/provisioning, inventory, invoice/contract, usage, and dispute management through proprietary or resold platforms; 5) Program management - capability to manage other services cohesively including governance, account management, support, SLAs, service desk/help desk for corporate-liable and BYOD devices, and professional services.
Q: What are some reasons for not being included in this report?
A:
- Insufficient number of managed devices (below 1.5 million smart mobile devices globally)
- Limited geographic coverage (not managing assets in at least three of five defined regions)
- Insufficient multi-region client service (not serving same client in at least three regions)
- Lack of laptop management capability (not delivering managed laptops for at least one client)
- Incomplete service portfolio (not delivering all five MMS categories)
- Insufficient international presence (less than 25% of installed base or minimum 500,000 devices outside home region)
- Over-reliance on partners (less than 25% of MMS revenue through internal resources)
Q: What differentiates Ability to Execute vs. Completeness of Vision?
A: Ability to Execute measures how well providers deliver on their current MMS offerings through operational management, customer satisfaction, and service quality. It emphasizes high weightings on Product/Service, Market Responsiveness, Customer Experience, and Operations. Completeness of Vision assesses providers' strategic direction and capability to support clients' future requirements, with high weightings on Offering Strategy and Geographic Strategy. As the criticality of mobile devices has risen for business outcomes, enterprises prioritize providers with vision to support them going forward and ability to cover their geographic footprint, making what providers can do and where they can do it higher priority than other criteria.
Reference
- Gartner, Magic Quadrant for Managed Mobility Services, Global, 31 July 2023, ID G00772138
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