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G00229367
MarketScope for Managed Security Services in
Asia/Pacific, 2012
Published: 9 October 2012
Analyst(s): Andrew Walls
The Asia/Pacific market for managed security services continues to grow
through the organic expansion of incumbent service providers and new
providers entering the market. The market is fragmented, with domestic,
regional and international vendors offering traditional and innovative
services.
What You Need to Know
Adoption of managed security services (MSSs) in the Asia/Pacific region produced slightly over
1
40% revenue growth to an approximate total revenue of $980 million. Nineteen vendors met the
inclusion criteria for the 2012 MarketScope for managed security service providers (MSSPs) in Asia/
Pacific. An increasing number of multinational providers dominate the market. Providers based in
the region are expanding their customer and revenue bases, but multinational providers are
attracted to the market and moving rapidly to grab market share. Providers fall into four general
groups:
1.
Telecommunications/WAN providers (BT Global Services, AT&T, Orange Business Services,
Telstra, Tata Communications, T-Systems and Verizon)
2.
Integrators and consultancies with outsourcing operations and integration services (CSC, HCL
Technologies, IBM Security Services and Wipro)
3.
Pure-play security service providers (Seccom Global, earthwave, Paladion, Trustwave and eCop)
4.
General IT vendors with major product lines outside of security (HP, Symantec and Dell)
Service portfolios continue to expand, but have slowed as vendors focus on marketing established
services and refinement of their go-to-market strategies for sales and service delivery. Remote
management of traditional security infrastructure (for example, firewalls) is the core service for all
vendors in this research, but server log collation and analysis, endpoint management, vulnerability
assessment and consulting are available from many MSSPs, and are growing in popularity with
customers.
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1
Sustained growth in revenue and devices under management indicate rapid maturation of the enduser client organizations in the region. This is particularly apparent in the expansion of MSSs into
the LAN environment for server log management and endpoint security management. Asia/Pacific
client organizations have matured and are increasing their use of security outsourcing to gain
operational flexibility to support internal growth and performance objectives.
Clients in Asia/Pacific should look for providers that can supply a range of higher-value services, in
addition to the security infrastructure management and monitoring services commonly provided by
MSSPs. Several of the regional MSSPs have indicated that they have received offers for merger or
acquisition from larger multinational organizations. Client organizations should anticipate more
partnerships between multinational and local MSSPs, and some market consolidation of providers.
MarketScope
Participating Providers
All vendors from our 2011 research qualified for inclusion this year, and two new entrants
(Trustwave and T-Systems) also qualified. The new entrants increased the presence of multinational
MSSPs in the region, with the MSSPs based outside of the region reporting 83% of total market
revenue. Multinational MSSPs dominate the Asia/Pacific market and will continue to grow in number
2
and market share (see Table 1 ).
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Table 1. Vendors Participating in the MarketScope for Managed Security Services in Asia/Pacific, 2008 to 2012
2008
BT
2009
BT
DMZGlobal
(Purchased by Telstra)
earthwave
earthwave
2010
2011
2012
AT&T
AT&T
AT&T
BT
BT
BT
CSC
CSC
CSC
Dell (SecureWorks)
Dell (SecureWorks)
earthwave
earthwave
earthwave
e-Cop
e-Cop
e-Cop
HCL
HCL
HCL
HP
HP
HP
IBM
IBM
IBM
IBM
IBM
Orange
Orange
Orange
Orange
Orange
Paladion
Paladion
Paladion
Paladion
Paladion
Seccom Global
Seccom Global
Seccom Global
Seccom Global
Seccom Global
Symantec
Symantec
Symantec
Symantec
Symantec
Tata Communications
Tata Communications
Tata Communications
Tata Communications
Telstra
Telstra
Telstra
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2008
2009
2010
2011
2012
Trustwave
T-Systems
Unisys
Unisys
(Ceased offering MSS as independent service)
VeriSign
VeriSign
(Purchased by SecureWorks — Dell)
Verizon
Verizon
Verizon
Verizon
Verizon
Wipro
Wipro
Wipro
Wipro
Wipro
Source: Gartner (October 2012)
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Geographic Scope
Gartner defines the Asia/Pacific region as including India, Thailand, Vietnam, Singapore, Malaysia,
Indonesia, the Philippines, Australia, New Zealand, Hong Kong, the People's Republic of China,
Taiwan and South Korea. Domestic MSSPs that focus all of their services on clients in Japan are
not included in this research. The major multinational providers (that is, Verizon, Wipro, Symantec,
Orange, IBM, HP, BT and AT&T) offer services in all countries within the region, with varying levels
of local sales and technical support. Emerging multinational providers, such as T-Systems and
Trustwave, offer services in many, but not all, countries in the region. Regional providers (such as
HCL, e-Cop, earthwave, Paladion, Seccom Global, Tata Communications and Telstra) support
services in multiple countries, but are most active in their countries of origin. There are multiple
domestic MSSPs with diverse portfolios in the Asia/Pacific region (such as Kavach Networks in
India and Scan Associates in Malaysia). Unfortunately, these providers are not yet large enough to
be included in our analysis.
Methodology
Gartner contacted 90 vendors of MSSs around the world for this research. The 19 providers that
met our inclusion criteria then answered a more-detailed questionnaire and provided customer
references for an online survey and teleconference interviews.
In addition to our ongoing interaction with our clients in the Asia/Pacific region, we contacted 43
3
reference clients via an online survey. In addition to data about their MSSPs, reference clients
discussed general market conditions in their locations and the other MSSPs that featured in their
procurement processes.
The collection of vendor data and customer reference information took place between April and July
2012, and reflects the status of vendor operations as of April 2012. Although vendor statements
concerning plans for future services and market initiatives were collected, this information was not
used as part of the assessment of the vendor's current position in the Asia/Pacific market. Vendor
statements regarding their product and service strategies for the future were assessed to determine
the vendors' understanding of market drivers and the long-term viability and competitiveness of
their service offerings.
Managed Security Services in the Asia/Pacific Region
MSSPs responding to Gartner's survey reported an aggregate increase in devices managed or
monitored of 23% from 2011 to 2012 versus an increase between 2010 and 2011 of 16%. The
diversity of vendor descriptions of device types under management does not support a detailed
assessment of the relative growth in device counts for specific device types. Vendors report that
88% of devices receiving MSS are dedicated customer premises equipment (CPE), with 12%
operating as virtual, shared devices. In previous research, non-CPE devices were referred to as "in
the cloud" devices (ITC — see Note 1). Virtualized security devices roughly correlate with ITC
devices, which were reported at 6% in 2011. Virtualization of security infrastructure continues to
expand as customers and vendors find advantage in applying virtual security controls to both
dedicated and virtualized IT infrastructures.
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Reported service revenue averaged $32 million per vendor. However, several major vendors did not
provide revenue data. Accordingly, this revenue data is not a comprehensive indicator of the market
size. The estimated revenue generated in the Asia/Pacific market is approximately $980 million.
More than 8,400 clients were reported in the region. Service consumption by client organizations
remains focused on remote management of firewalls, identify proofing services (IDPSs) and secure
Web and email gateways, with limited uptake of other services (such as consulting and vulnerability
assessment).Small or midsize business (SMB) clients are growing in number and show a preference
for local MSSPs, while large enterprise clients gravitate to the larger multinational MSSPs.
MSSPs in the Asia/Pacific region provide a large number of ancillary security services in addition to
traditional MSSs, including:
■
Log collation and analysis
■
Incident monitoring, alerting and escalation
■
Vulnerability scanning and assessment
■
Denial of service (DoS) and distributed denial of service (DDoS) mitigation
■
Identity management services
■
Remote connectivity encryption services (such as a virtual private network)
■
Managed data loss prevention
■
Security consulting (for example, policy construction and maintenance)
Multiple MSSPs indicate expansion of their service catalogs to include security services for mobile
devices. As mobile devices become a major component of the endpoint fleet managed by IT
organizations, MSSPs are positioning themselves as an attractive alternative to investment in inhouse skills and mobile device management products. The telco-based MSSPs are particularly
well-structured to integrate mobile device management with their core security capabilities, given
their investments in mobile services in other service channels.
Client Drivers
Clients in Asia/Pacific continue to express a strong preference for providers with a security
operations center (SOC) located in the region. This preference has aided the growth of local
providers, but most multinational providers have invested in regional SOCs, effectively diluting
geography as a competitive differentiator. In 2012, local MSSPs accounted for 27 out of the 40
SOCs (68%) owned by MSSPs doing business in the region.
The dominant selection criteria cited by clients in 2012 were:
■
Security expertise provided by the MSSP
■
Quality of service delivered by the MSSP
■
Cost of service
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An increasing number of clients select an MSSP based on market reputation or a previous
relationship with the customer organization. The use of market reputation as a selection criterion
should motivate MSSPs in the region to focus more aggressively on marketing programs to
enhance their visibility in the market and their overall reputation in the customer's country.
Many clients discussed a need for greater flexibility, responsiveness and aggressiveness in service
provision by MSSPs. These clients hire the MSSP for security expertise and expect the MSSP to
anticipate and proactively prevent security or performance issues, rather than wait for the client to
initiate an action. Multiple MSSPs (such as Symantec, Seccom and earthwave) are experimenting
with new price structures, and these changes are attracting larger, more mature client
34
organizations.
MSSP support for regulatory compliance was not a major driver for MSSP selection or engagement.
Most of the regional, pure-play MSSPs (such as earthwave, e-Cop and Paladion) continue to enjoy
excellent customer loyalty, with very few customers lost during the past year. Customers indicate
that their loyalty to these providers is based, in part, on the quality of interactions between customer
personnel and support personnel within the MSSP's SOC operation.
Market Outlook
MSS has a strong and growing client base in the region, and the outlook for vendor growth and
improved services for clients remains excellent. Gartner anticipates that the Asia/Pacific market for
MSS will continue to grow from 28% to 33% annually through 2015. Domestic markets in India,
Malaysia, Singapore, Hong Kong and Australia will continue to expand, and emerging markets in
the People's Republic of China, Korea and Taiwan will attract greater participation by foreign and
new domestic MSSPs. In China, in particular, a number of new MSSPs have formed and are
beginning to acquire notable numbers of customer contracts. The highest growth in customer
counts will continue to be in the SMB sector, but larger enterprises will continue to expand the
services they acquire from MSSPs, particularly services related to LAN-based equipment (for
example, desktop management and server log collation/analysis).
Incumbent MSSPs seek increases in the quantity of devices under management and the discrete
services being provided to clients to improve account profitability, and to create barriers for the
entry of competitors into their client accounts. New MSSPs continue to appear in the local market,
but their appearance is infrequent. Although the Asia/Pacific market has not been saturated with
MSSPs, it is clear that the market has become more competitive. As a result, clients are being
cautious about acquiring services from new MSSPs when well-established MSSPs are available in
the local market, and Gartner expects no change in this attitude in the next 12 to 18 months.
Governments across the region are steadily increasing the number of laws and regulations that limit
the movement of various forms of data. Although most of these regulations focus on personally
identifiable information and financial data, this general trend is motivating clients of MSS to prefer
MSSPs with a domestic SOC in the customer's country. This is problematic for vendors, as it is
difficult to scale MSSs in a cost-effective manner by continuous expansion of the number of SOCs.
MSSPs with existing SOCs in the region are enjoying some market increases based on client
concerns about transborder data movement, and a few providers such as e-Cop have benefited
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from this trend through sales of their SOC solutions and support services for in-country SOC
programs. Gartner expects data regulation to expand throughout the region. However, we do not
expect legislation to block the movement of security infrastructure management data. Despite this,
increasing regulation of other forms of data will be a factor in customers' decision processes
regarding vendor selection, and should benefit local, domestic providers over providers with SOCs
located outside of the country.
Market/Market Segment Description
MSSs includes remote, subscription-based monitoring and/or management of firewalls, intrusion
detection, and intrusion prevention functions via customer-premises-based or ITC devices.
Inclusion and Exclusion Criteria
To be included in this MarketScope, an MSSP must:
■
Demonstrate the ability to remotely monitor and/or manage firewalls and intrusion detection/
prevention (IDP) devices from multiple vendors via discrete service offerings
■
Have more than 150 customer firewalls, network or host-based IDP systems, and Web/email
gateways that are physically located in Asia/Pacific under management (installation,
configuration, patching and monitoring), or have at least 50 Asia/Pacific customers that
consume firewall, IDP or secure Web/email services in the cloud
■
Have at least 30 customers based in the Asia/Pacific region
Vendors that have MSS offerings, such as DDoS protection, log management or vulnerability
scanning, but not device monitoring and management, are not included in this MarketScope. Also,
providers of primarily Web or email hygiene and trust services (for example, certificate authorities)
are not included in this MarketScope. Others offer MSSs primarily to hosting customers, with limited
offerings to others. As these providers expand the scope of their MSS offerings, they may be
included in a future MarketScope.
Added
■
T-Systems, a division of Deutsche Telekom
■
Trustwave
Dropped
■
None
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Rating for Overall Market/Market Segment
Overall Market Rating: Positive
Continued growth in revenue and customer base indicates that the Asia/Pacific market for MSSs is
well-established and should continue to grow. Customers' selection criteria continue to mature,
increasing numbers of client organizations are seeking to outsource security services, and local and
multinational vendors are moving aggressively to maintain price competitiveness and to expand
their service portfolios to maintain profitability. Nearly all vendors indicated plans to maintain or
expand investments in facilities and personnel throughout the region. All clients indicated that they
intend to maintain or expand the services they obtain from their MSSPs.
The market for MSSs in the Asia/Pacific region is still fragmented by geography, but many vendors
are becoming more effective at working across national borders and cultural disparities. Continued
economic competition between countries in the region will expand opportunities for security as a
service (SecaaS) for customers and vendors, while data movement regulations will stimulate
investment in local SOCs for domestic markets.
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Evaluation Criteria
Table 2. Evaluation Criteria
Evaluation
Criteria
Comment
Weighting
Overall Viability
(Business Unit,
Financial,
Strategy,
Organization)
Viability includes an assessment of the overall organization's financial
health, the financial and practical success of the business unit, and the
likelihood that the individual business unit will continue investing in the
product, offering the product and advancing the state of the art in the
organization's portfolio of products. In the context of the Asia/Pacific
region, viability is determined by the level of corporate investment in
facilities, staff and market development in countries within the region. In
addition, Gartner looks for consistent growth in revenue and customer
base, and stability in regional management.
Standard
Geographic
Strategy
The vendor's strategy to direct resources, skills and offerings to meet
the specific needs of countries and cultures within the Asia/Pacific
region, directly or through partners, channels and subsidiaries, as
appropriate for that geography and market.
High
Sales Execution/
Pricing
The vendor's capabilities in all presales activities and the structure that
supports them. This includes deal management, pricing and
negotiation, presales support, and the overall effectiveness of the sales
channel.
Standard
Marketing
Strategy
A clear, differentiated set of messages that are consistently
communicated throughout the organization and externalized through
the website, advertising, customer programs and positioning
statements, and that are tailored to the specific client drivers and
market conditions found in the various countries and industries of the
Asia/Pacific region.
Standard
Customer
Experience
Relationships, products and services/programs that enable clients to be
successful with the products evaluated. Specifically, this includes how
customers receive technical support or account support. Customer
satisfaction with the quality of interaction with vendor staff and with
vendor reporting mechanisms (such as portals) is also considered.
High
Product/Service
Core goods and services offered by the vendor that compete in/serve
the defined market. This includes current product/service capabilities,
quality, feature sets, skills and so on, whether offered natively or
through OEM agreements/partnerships, as defined in the market
definition and detailed in the subcriteria.
Standard
Market
Understanding
Ability of the vendor to understand buyers' wants and needs, and to
translate those into products and services. Vendors that show the
highest degree of vision listen and understand buyers' wants and
needs, and can shape or enhance those with their added vision.
Standard
Source: Gartner (October 2012)
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Figure 1. MarketScope for Managed Security Services in Asia/Pacific, 2012
RATING
Strong
Caution Promising Positive
Negative
Strong
Positive
x
x
x
AT&T
BT Global Services
CSC
x
Dell (SecureWorks)
x
earthw ave
x
x
e-Cop
HCL Technologies
x
HP
x
IBM Security Services
x
x
x
Orange Business Services
Paladion
Seccom Global
x
Symantec
x
x
Tata Communications
Telstra
x
x
Trustw ave
T-Systems
x
x
Verizon
Wipro
As of 9 October 2012
Source: Gartner (October 2012)
Vendor Product/Service Analysis
AT&T
AT&T is a multinational telecommunications provider with a limited presence in Asia/Pacific. The
majority of AT&T's customers in the region are multinational corporations based outside of the
region seeking consistent MSS delivery and a single-vendor relationship. Customers rate AT&T's
services as "good." The growth of AT&T's customer base in the region has been very limited and its
average revenue per device is aligned with market averages. AT&T is distinctive in the level of
virtualization in its service portfolio, with a significant number of the devices under management
being shared virtual infrastructure (nearly half of the total devices under management). Customers
considering the use of AT&T in the Asia/Pacific region should seek local customer references and
ensure that AT&T can provide field services (either directly or through partners) in the specific
geography being considered.
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Strengths
■
Its global network services that enable client support in most locations via AT&T's own
connectivity.
■
The global recognition of the AT&T brand and its extensive MSS capabilities.
Challenges
■
AT&T's regional strategy for Asia/Pacific lacks relevance to the drivers expressed by customers
in the region, such as local SOC operations, beyond the current virtual SOC maintained in
Bangalore, India, and familiarity with local regulatory environments.
■
AT&T's continuing reputation as a U.S.-centric vendor with minimal presence in the region.
Optimal Use Case
■
Multinational corporations (MNCs) seeking consistent MSSs across the globe without any
requirements for localized data storage requirements.
Rating: Positive
BT Global Services
Market uptake of BT's MSSs has increased over the past year (approximately 26% in the number of
customer organizations), but BT's market share of MSSs in Asia/Pacific remains small in
comparison to other major multinational MSSPs. BT is rarely mentioned by customers or
competitors and does not appear in proposal shortlists with any frequency. BT's services are
focused primarily on dedicated CPE device management and monitoring, and most of its customers
are also customers of BT's network services. BT's customers are pleased with the services
provided (rating = good), and have contracted for multiple services beyond regular security
infrastructure management.
Strengths
■
BT's regional SOCs in India (Noida and Gurgaon) and Sydney, Australia (BT also maintains a
SOC in Singapore dedicated to a single customer), combined with significant staff presence in
Singapore and distributed sales presence enable client support throughout the region.
■
Its globally recognized network services brand.
Challenges
■
It faces market perceptions of regional variations in service delivery practices and technology.
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Optimal Use Case
■
Organizations using BT network services that require a common approach to security that is
implemented globally.
Rating: Positive
CSC
CSC is a global vendor providing a range of IT, security and risk management services, including
MSS. Its clients are primarily located in Australia, Singapore, Malaysia and Hong Kong, with the
majority based in Australia. MSS is generally provided as part of a package of services, including
outsourced management of server and desktop infrastructure and security consulting. CSC has
considerable security- and risk-consulting capabilities, and is able to offer clients a holistic service.
Clients rate CSC's services as good. In 2011, CSC Australia invested in a dedicated security
business team to engage directly with client security stakeholders and management, which has led
to greater client satisfaction with service delivery. In addition to its own in-house MSS capabilities,
CSC also resells MSSs from McAfee and Symantec in Southeast Asia. CSC operates SOCs in
Malaysia and Australia.
Strengths
■
Its ability to deliver a broad range of security and risk management services that range from
infrastructure management up to risk management consulting to senior leaders in the client
organization.
■
Its risk management focus enables strong support from business leaders for security
investments.
■
Its knowledge of local regulatory requirements.
Challenges
■
Its apparent inconsistent knowledge and skills of staff interacting with and presenting to clients.
Optimal Use Cases
■
Enterprises in Australia, Singapore, Malaysia or Hong Kong seeking a single provider that can
deliver a broad range of IT outsourcing, system integration, consulting and MSSs.
■
MNCs that require a single provider in multiple countries that can provide diverse IT and
security services in a single service package.
Rating: Positive
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Dell (SecureWorks)
Dell acquired SecureWorks in 2011. This acquisition brought the SecureWorks security services
platform, operations capabilities including several SOCs, the Counter Threat Unit (CTU) security
research team and the client base. Dell has not expanded its client base in the region, and has yet
to articulate a regional strategy for expanding the client base and revenue. Dell has expressed a
strong commitment to Asia/Pacific, and currently has an established sales and service network for
IT products and services throughout the region, in addition to an SOC already in place in Noida,
India. Dell intends to leverage these networks and capabilities to expand its MSS assets and client
relationships in Asia/Pacific. The market prominence of the Dell brand and its acquisition of other
security capabilities (such as Quest Software and SonicWALL) provide a clear indication that Dell
wants to continue to gain market share in security services in the future.
Strengths
■
Its well-developed security services portfolio with extensive MSS capabilities enabled by the
SecureWorks acquisition.
■
The SecureWorks security services platform, which offers strong service delivery and reporting
capabilities.
Challenges
■
It has no established security services brand in the Asia/Pacific region.
■
It has direct sales and service delivery representation in the region, but no experience in MSS
sales and service delivery.
Optimal Use Case
■
U.S.-based organizations with facilities and assets in the Asia/Pacific region.
■
Clients with a strong investment in other Dell products and services.
Rating: Promising
earthwave
earthwave is a pure-play MSSP based in Australia. Customer references consistently rate earthwave
as an excellent provider. earthwave's ability to retain quality personnel with deep experience in
security technology, MSS and customer environments is consistently identified as a competitive
differentiator by multiple clients. The company's India-based R&D group supports improvements in
its service portfolio. Although most of its clients are based in Australia, earthwave has a growing
customer base in multiple countries in Southeast Asia. However, its revenue growth in 2011 was
driven by an increase in the number of managed devices per customer, with growth in actual
customers restricted to approximately 12%. earthwave has developed an effective sales channel
strategy that leverages partners in multiple countries. Its "clean pipes" and SecaaS technical and
pricing models continue to gain converts in multiple countries. In 2012, the company launched
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SOC-in-a-Box to support rapid deployment of MSSs to new clients, and more recently
strengthened its Managed DDoS Mitigation Service. It is currently working on a cloud-based identity
management service due for initial release in the first quarter of 2013. The company's SLAs are
clearly stated and quite aggressive.
Strengths
■
Its excellent focus on service quality.
■
Its continuing investment in MSS innovations.
■
earthwave's executive leadership has a mature understanding of security drivers within its client
base.
Challenges
■
Its continued expansion outside of Australia and Southeast Asia, which may require investment
in a SOC outside of Australia.
■
earthwave's clients should anticipate that the lack of vendor support for languages other than
English will impede interactions between client personnel and SOC engineers.
Optimal Use Cases
■
Australian and New Zealand-based companies seeking a high-quality MSS with a clearly
structured service model.
■
Asia/Pacific organizations that require a well-defined MSS and can use a service based in
Australia.
Rating: Strong Positive
e-Cop
e-Cop is based in Singapore, with SOCs in Singapore, Malaysia, Hong Kong, Thailand and India. In
addition to MSSs, e-Cop markets its proprietary SOC management software, and has met with
considerable success throughout Southeast Asia in providing SOC solutions for in-house and
vendor-operated SOCs. Although e-Cop's core market is in Singapore, it has a large number of
customers across Southeast Asia, North Asia, India and Oman. e-Cop operates the largest network
of SOCs of the MSSPs in its region, with eight SOCs in multiple countries. e-Cop's ability to support
SOCs in multiple countries has made it an attractive alternative for clients, such as local
governments, that insist on in-country support facilities. Its clients are fiercely loyal and consistently
rate e-Cop's services as very good to excellent. The founders of the company are still active in
product innovation and day-to-day operations, and staff turnover is low. e-Cop maintains a
partnership with Solutionary (a U.S.-based MSSP), but it is not clear whether this partnership has
produced substantial growth in revenue or customers.
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Strengths
■
Its proactive approach to incident response and containment.
■
Its competitive pricing.
Challenges
■
It needs to maintain a competitive and innovative service portfolio despite its dependence on
internal development of all components of its SOC capabilities.
Optimal Use Case
■
Enterprises based in Southeast Asia that seek a strong and highly responsive MSS delivered
regionally by support engineers that speak local languages and dialects.
Rating: Positive
HCL Technologies
HCL is based in India and operates a total of six SOCs globally, with three in India, one in Poland,
one in the U.S. in North Carolina and one in South Africa. In addition to MSSs, it provides a broad
range of IT consulting, system integration and outsourcing services. HCL has expanded its
customer portfolio outside and inside India. However, few end-user organizations in Southeast Asia
or Australia indicate that they include HCL on their shortlists for MSS. The company has a
significant number of sales personnel throughout Asia/Pacific, with the majority based in India.
Client reviews are generally good. HCL offers innovative product/service packages, leveraging its
consulting and risk management capabilities across a range of technology platforms and security
processes. HCL is regularly mentioned by competitors active in India.
Strengths
■
Its skilled and knowledgeable staff in its SOCs.
■
Its competitive pricing and packaging.
■
Its innovative ancillary services (consulting and system integration).
Challenges
■
Establishing the HCL brand throughout Southeast Asia as a credible competitor to existing
dominant MSSPs
■
Its limited support for additional languages in Southeast Asia.
Optimal Use Cases
■
Enterprises based in India seeking a provider with an extensive service portfolio that includes
MSS.
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■
Enterprises in Southeast Asia and Australia that already have a relationship with HCL and can
use an India-based SOC for MSSs.
Rating: Positive
HP
HP has an SOC in Malaysia and is finalizing the build-out of an SOC in Australia, with completion
targeted for year-end 2012. HP has sales staff distributed across the region. However, sales staff in
Asia/Pacific are not dedicated to MSS. Customer reviews are generally positive. HP is seldom
featured on shortlists for MSS for clients based in the region, and few competitors encounter HP in
competitive bids. HP offers MSS as an independent service and packages MSS with other
infrastructure management services. Customers have expressed some concerns about ongoing
organizational changes at the top of HP's hierarchy, but have not indicated that service provision
has suffered as a result of these changes. In addition to traditional MSS, HP offers cloud-based
vulnerability scanning, vulnerability intelligence and endpoint threat management.
Strengths
■
Its global reach of sales and service channels.
■
HP's strong brand reputation.
■
The technical skills and knowledge of its SOC staff.
Challenges
■
Establishing HP MSS as an independent service that meets the needs of clients that do not use
HP for other IT services.
■
Customers should expect to license HP's Managed Security Response service in order to
augment basic portal functionality with log collation and analysis to provide correlation of
multiple sources of security data such as defined threats, and log entries from security
infrastructure.
Optimal Use Case
■
Enterprises seeking MSS as part of a bundle of IT integration and management services.
Rating: Promising
IBM Security Services
Gartner estimates that IBM has experienced substantial growth in its customer base (approximately
90%) and the numbers of devices being managed for customers (approximately 55%). IBM has 10
SOCs globally, with Asia/Pacific SOCs in India, Australia and Japan. IBM's global reputation in IT
infrastructure and services provides strong support for MSS marketing programs in Asia/Pacific.
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IBM leverages multiple partnerships in the region to sell and deliver services (such as with Telstra in
Australia). Customers' comments regarding the complexity of the IBM contract and billing
processes have abated in the past year as IBM has invested in more-streamlined processes for
customer adoption and support. Customer satisfaction with service delivery has been positive, but
lack of support for local languages and dialects may hamper market growth in the region.
Strengths
■
Its integration of MSS with other IBM services
■
IBM's strong brand recognition and reputation throughout the region.
Challenges
■
Its support for local languages, both in portal interfaces and customer service interactions with
SOC personnel.
■
It is relatively expensive compared with some competitors.
Optimal Use Case
■
Multinational organizations that require a global provider with demonstrated advanced threat
detection capabilities.
Rating: Strong Positive
Orange Business Services
Orange is a global provider of managed network and security services. Orange supports dedicated
and virtual service delivery deployment models, including the option for clients to share device
management responsibilities with Orange. Orange augments its MSSs with professional services.
Clients are generally pleased with the quality and responsiveness of Orange's SOC and field
personnel. Although Orange's offering targets primarily larger, multinational corporations, it has
enjoyed some success with domestic organizations and SMB clients. Orange has experienced
limited growth in its customer base (approximately 11%) in the region.
Strengths
■
Its managed WAN capabilities in nearly every country in the world.
■
Orange's global reach of sales, marketing and technical services staff.
Challenges
■
It needs to maintain a price-competitive service as the market becomes increasingly
commoditized.
■
Increasing the number of clients for security services unrelated to Orange network services.
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Optimal Use Case
■
Multinational enterprises that require MSSs delivered in a consistent manner globally
Rating: Positive
Paladion
Paladion is a rapidly growing MSSP based in India with clients in Southeast Asia and the Middle
East. In addition to traditional MSS, Paladion offers consulting services focused on security risk
assessment, vulnerability assessment and security process assurance. Customers rate Paladion's
performance as very good to excellent, and Paladion's customer base expanded by more than 65%
in 2011. In addition to selling and supporting private SOCs, Paladion operates two SOCs in India
and one in Riyadh, Saudi Arabia. Through partnerships, Paladion supports SOCs in Malaysia
(HeiTech), Indonesia (Anabatic Technologies) and Vietnam (iGreen). Paladion is frequently included
on shortlists for clients based in India. Paladion's management demonstrates a strong
understanding of market drivers for MSS in the region, and has been effective in structuring specific
service packages for multiple industry verticals.
Strengths
■
Paladion's professional services staff, who are highly skilled and provide excellent customer
support.
■
The Paladion brand, which is well-recognized in India.
Challenge
■
Building brand recognition throughout the Asia/Pacific region.
Optimal Use Case
■
Organizations based in India or the Middle East that seek a flexible MSSP, but do not require
globally distributed services.
Rating: Positive
Seccom Global
Seccom Global is an MSSP based in Australia with customers throughout Asia/Pacific. Although the
Fortinet multifunction firewall platform provides the bulk of its services to clients, Seccom has
diversified its services to cover a broad range of network and security infrastructure, including a
partnership with MobileIron for mobile device security services. Clients rate Seccom's service
provision as excellent. Seccom has significant market share in the SMB market in Australia and has
made inroads in the enterprise and SMB markets in multiple countries.
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Strengths
■
Its deep knowledge of the Fortinet platform.
■
Seccom's strong customer relationships.
■
Its diversified portfolio of supported devices and services.
Challenges
■
Its limited SOC facilities, which create barriers to further regional/global expansion.
■
Establishing credibility for its non-Fortinet services.
Optimal Use Cases
■
Australian organizations seeking extensive MSSs with a small infrastructure footprint.
■
Organizations based in the region that need an MSSP with security services for CPE
infrastructure, as well as mobile devices and cloud platforms.
Rating: Positive
Symantec
Symantec continues to grow its MSS business throughout Asia/Pacific. Symantec operates two
SOCs in the region — in India and Australia. Customers have reacted positively to Symantec's 2010
restructuring of MSS packaging and pricing. The majority of reference clients rate Symantec's
service delivery as excellent. Symantec consistently appears on customer shortlists throughout the
region. Symantec's service packaging, pricing and marketing message target large, multinational
enterprises, but it has gained some traction in the SMB market. Symantec's ability to provide a
security service that extends from the endpoint, through network infrastructure, the network
perimeter and into cloud platforms is attractive to clients seeking an all-in-one security service
capability. However, Symantec's lack of support for local languages inhibits uptake in the SMB
market.
Strengths
■
It is recognized as a major force in the IT security business globally.
■
Symantec's globally distributed sales force.
■
It has established capabilities embodied in two SOCs in the region.
Challenges
■
It needs to package services to appeal to the SMB market.
■
Supporting local languages and dialects in the customer service portal.
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Optimal Use Case
■
Multinational enterprises that require MSSs delivered in a consistent manner globally
Rating: Strong Positive
Tata Communications
Tata Communications provides MSSs through two SOCs in India and one in Singapore. The bulk of
Tata Communications' customers in the region are located in India. Tata has gained traction in
markets in Southeast Asia and Australia, with an approximate growth in customers of 35%. Tata
Communications is rarely included in customer shortlists outside of India, and competitors rarely
encounter Tata Communications in the Asia/Pacific region outside of India. Customers rate Tata
Communications' services as good.
Strengths
■
It structured approach to CRM.
■
The security expertise of its SOC staff.
■
The competitive pricing of its core MSSs.
Challenges
■
Tata Communications needs to improve brand visibility outside of India.
■
It needs to expand service delivery capabilities outside of India to meet client needs for
consulting and local language support.
Optimal Use Cases
■
Multinational companies with significant operations in India.
■
Asia/Pacific organizations that seek an aggressive price for MSSs.
Rating: Positive
Telstra
Telstra offers MSSs via multiple channels, including its own services and those of IBM Internet
Security Systems (ISS). Telstra provides network-based MSSs (for example, DDoS mitigation) to
Australian clients of Telstra's network services. Telstra also provides MSSs through IBM ISS for
customers in Australia. Telstra struggles to develop a coherent strategy and consistent service
portfolio and delivery model for MSSs within its geographic scope of operations. The recent
divestiture of TelstraClear (owner of DMZGlobal, Telstra's MSSP in New Zealand) has created a gap
in its service portfolio and uncertainty for customers in New Zealand. Although Telstra's services are
robust, customers complain about slow responses to service requests. Telstra maintains a SOC in
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Canberra, Australia, supporting MSS and IBM ISS. Telstra's hosting services remain attractive to
domestic clients looking to outsource server management complemented by security services.
Telstra is well-positioned to offer robust services to SMB and enterprise clients in Australia.
Strengths
■
Telstra's extensive portfolio of network services throughout Australia.
■
Its extensive sales/service presence in Australia.
■
Telestra's strong brand recognition in Australia.
■
Its knowledge of local regulatory requirements.
Challenges
■
The development and delivery of a coherent, consistent strategy for MSSs that includes all
countries targeted by Telstra.
■
Establishing Telstra MSS as a service independent of Telstra's network services.
Optimal Use Cases
■
Customers of Telstra's hosting services in Australia that require managed services for
application, data and infrastructure security
Rating: Positive
Trustwave
Trustwave is a multinational information security and compliance products and services company
headquartered in Chicago. Trustwave has sales and support personnel established in multiple
countries in Asia/Pacific, but does not maintain a SOC in the region at the present time (an SOC is
scheduled to open in Manila by year-end 2012). Trustwave is relatively new as an MSSP competing
in the region, but has acquired an appreciable client base. Trustwave rarely appears on customer
shortlists, and other vendors do not report encountering Trustwave in competitive bids. In addition
to MSS, Trustwave provides a range of services from regulatory compliance assurance to security
training and awareness development. Customers rate Trustwave's services as "good," but few
clients have indicated that Trustwave is their preferred supplier of security services in the region.
Strengths
■
Its well-defined service portfolio for traditional MSS and other security services, including
security awareness services.
■
Its extensive sales/support offices in the region.
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Challenges
■
Its lack of an SOC in the region.
■
Trustwave's limited portal support for local languages or dialects.
■
Its limited brand recognition in the region.
Optimal Use Case
■
Trustwave clients in the U.S. and Europe seeking services in Asia/Pacific.
■
Asia/Pacific organizations seeking strong consulting services focused on regulatory compliance
support and security program development.
Rating: Promising
T-Systems
T-Systems is the services wing of the Deutsche Telekom organization based in Germany. TSystems maintains an extensive portfolio of information and communication technology (ICT)
services, and has been successful in delivering portions of that portfolio in Southeast Asia through
offices in various countries. MSSs form one part of its infrastructure portfolio, and T-Systems has
enjoyed limited success in the region with a small number of customers. T-Systems' extensive
services in secure application development and infrastructure design and management enable it to
offer ancillary services for supporting security across a broad range of platforms and use cases. At
present, its MSS portal offers no support for Asian languages.
Strengths
■
Its extensive service capabilities for MSS and system integration.
■
Its well-defined MSS offerings for security infrastructure, server infrastructure and endpoint
systems.
Challenges
■
Its lack of brand visibility in the region.
■
There is no T-Systems SOC in the region.
■
Its lack of support for local languages in the customer portal.
Optimal Use Case
■
European companies seeking consistent delivery of security services for offices in Asia.
■
Asia/Pacific organizations seeking a provider with an extensive service portfolio beyond MSS.
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Rating: Promising
Verizon
Verizon is a global communications, IT and security provider with a significant presence in Asia/
Pacific. Verizon maintains SOCs in Canberra (Australia) and in Chennai (India). Verizon uses a direct
sales model in Asia/Pacific and maintains sales staff in most countries in the region. Verizon offers a
broad portfolio of MSSs and consulting services. Verizon has invested heavily in a strong MSS
capability with extensive portal features, including versions supporting English, Hindi and Japanese
(as well as European languages). Customers rate Verizon's overall security service provision as
"good." Verizon offers innovative services, packaging and pricing, and has demonstrated strong
abilities to scale its delivery to suit a diverse range of clients. Support for local languages continues
to be poor.
Strengths
■
Verizon's security expertise within SOCs and consulting teams.
■
Its strong reputation as a security provider with a flexible approach to service definition and
delivery.
■
Its significant security intelligence analysis capability through data provided by Verizon network
services.
■
Verizon's competitive pricing.
Challenge
■
Improving customer satisfaction with the speed and consistency of service delivery, particularly
related to escalation of detected security incidents.
Optimal Use Case
■
Multinational organizations requiring globally and/or regionally deployed security services, and
major enterprises requiring managed gateways and support for local SOC development.
Rating: Strong Positive
Wipro
Wipro is a large global MSSP with four SOCs in India and one in Malaysia. Wipro enjoys a growing
customer base distributed across Asia/Pacific but concentrated in India. Customers consistently
rate Wipro's services as very good. Wipro appears regularly on client shortlists throughout the
region, and multiple competitors (regional and global) indicate that they encounter Wipro in multiple
accounts. Wipro's strengths in system integration and consulting have produced a thorough and
effective project management practice that facilitates smooth onboarding processes. Wipro's
success in security consulting through the region has developed a positive market image for its
brand.
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Strengths
■
Its knowledgeable and skilled staff.
■
Wipro's strong reputation across the region for providing cost-effective IT and IT security
services.
Challenge
■
It needs to balance growth and expansion into new markets with maintenance of service
quality; in particular, maintaining the quantity and quality of staff serving existing clients while
using senior engineers in sales support in new markets.
Optimal Use Case
■
Organizations that seek an MSSP with strong ancillary services such as IT project management,
consulting and system integration.
Rating: Strong Positive
Recommended Reading
Some documents may not be available as part of your current Gartner subscription.
"Magic Quadrants and MarketScopes: How Gartner Evaluates Vendors Within a Market"
"Agenda for Information Security, 2012"
"Cool Vendors in Security: Services and Cloud Security, 2012"
"The Growing Adoption of Cloud-Based Security Services"
"Hype Cycle for IT Infrastructure and Outsourcing Services, 2012"
"Magic Quadrant for Unified Threat Management"
"Magic Quadrant for Security Information and Event Management"
"Security Monitoring of Public Cloud Assets"
"Magic Quadrant for Global Network Service Providers"
"Market Share Analysis: Unified Threat Management (SMB Multifunction Firewalls), Worldwide,
2012"
"Navigating the Security Consulting Landscape"
"Toolkit: RFP for Managed Security Services"
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"Magic Quadrant for MSSPs, North America"
"Translating 'Consultantspeak,' the Taxonomy of Security Consulting Services"
Evidence
1
The Asia/Pacific market continues to grow in terms of devices under management and total
revenue generated by MSSPs. Not all vendors provide revenue and device data, so we produce
estimated revenue and device data based on historical ratios and trends. Analysis of the reported
and estimated device counts and revenues indicates:
■
Total market revenue has grown from approximately $670 million in 2010 to approximately $980
million in 2012.
■
Devices under management or monitoring grew from approximately 39,000 to approximately
49,000.
■
The number of customers under contract grew from approximately 5,500 to approximately
8,500.
2
VeriSign's MSS organization was removed from the MarketScope in 2010 as a consequence of its
purchase by SecureWorks. SecureWorks has, in turn, been acquired by Dell. DMZGlobal was
acquired by Telstra in 2009 and was integrated into Telstra's overall security services portfolio. In
2012, Telstra divested TelstraClear, its New Zealand organization, which is the owner of
DMZGlobal.
3
Clients were asked a range of questions concerning the services they consume from their MSSPs,
and were asked to rate service quality as poor, fair, good, very good or excellent. Clients' ratings of
MSSPs were widely distributed, from poor to excellent. These evaluations enabled most providers
to attain a Positive ranking, with five achieving Strong Positive on the basis of their continued
investment in innovation, brand marketing, customer service delivery and facilities in multiple
countries.
Customers indicated a strong preference for conversing with senior SOC personnel rather than
junior or inexperienced customer service staff. The more rapidly a customer felt its issue had the
attention of a skilled, senior SOC engineer, the happier it was with the overall service provided by
the MSSP.
4
Service Pricing Strategy: Several MSSPs have restructured their pricing and packaging to more
closely link cost to the services actually consumed by customers. These new pricing strategies
focus on service rather than device, and incorporate metrics such as number of users and data
throughput. A few MSSPs (for example, Symantec and earthwave), are experimenting with tiered
pricing that incorporates device counts but refines price on other variables, such as total bandwidth
consumed by customer traffic, number of users and bracketed device count ranges (for example,
one to 20 devices for one set price, and 11 to 30 devices for a second price). These experiments
indicate that the market is maturing, and that vendors are under pressure to reduce customer costs
through vendor efficiency. MSSPs increasingly realize that per-device pricing creates a barrier for
service expansion, and are using new pricing structures to reduce this client inhibition. These
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changes all indicate that the Asia/Pacific market for MSSs is maturing and becoming more
competitive.
Gartner expects these pricing innovations will attract a steady flow of new clients to MSSs, and that
existing clients will expand the number of devices under management. It remains to be seen
whether MSSPs will generate the same profit margin per client or per device with these new service
prices, but most MSSPs have indicated satisfaction with profitability under the new price structures
to date.
Gartner requested that vendors provide pricing samples based on certain defined service types.
The average annual prices for these defined services are:
■
■
■
■
One dedicated midsize firewall under management and monitoring
■
High: $33,660
■
Median price (n = 11 vendors): $10,200
■
Low: $2,900
Two redundant enterprise firewalls, one secure Web and one secure email gateway (all
dedicated devices)
■
High: $258,500
■
Median price (n = 11 vendors): $46,000
■
Low: $8,000
Redundant enterprise firewalls, 10 branch firewalls, two gateways, 20 log sources (including two
domain controllers)
■
High: $361,000
■
Median price (n = 11 vendors): $113,000
■
Low: $19,400
Firewall, secure Web, secure email provided from a shared infrastructure (cloud/virtual)
■
High: $287,000
■
Median price (n = 11 vendors): $20,000
■
Low: $3,000
The large variation in prices for these defined services reflects variations in infrastructure
deployment models (for example, unified threat management [UTM] versus basic firewall), domestic
market pressures, and vendor allocation of service delivery costs.
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Note 1 Definitions
ITC: In the cloud (ITC) deployment of security services is often referred to as "pipeline" or "clean
pipes" services. In this deployment approach, security services are performed upstream of the
customer's infrastructure by intercepting all inbound and outbound network traffic from the
customer's facilities and processing that traffic through appropriate security infrastructure
controlled by the MSSP.
SOC: A security operations center (SOC) generally consists of a physically secure facility that
houses infrastructure protection mechanisms for ITC services, the systems that monitor ITC and/or
CPE infrastructure protection mechanisms, the systems for data and voice communications, and
the work environments for staff interactions with monitoring and management systems.
UTM: Unified threat management devices combine the following capabilities in a single device
(virtual or dedicated infrastructure):
■
Standard network stateful firewall functions
■
Remote access and site-to-site VPN support
■
Web security gateway functionality (anti-malware, URL and content filtering)
■
Network intrusion prevention focused on blocking attacks against unpatched Windows PCs and
servers
Vendors Added or Dropped
We review and adjust our inclusion criteria for Magic Quadrants and MarketScopes as
markets change. As a result of these adjustments, the mix of vendors in any Magic
Quadrant or MarketScope may change over time. A vendor appearing in a Magic
Quadrant or MarketScope one year and not the next does not necessarily indicate that
we have changed our opinion of that vendor. This may be a reflection of a change in the
market and, therefore, changed evaluation criteria, or a change of focus by a vendor.
Gartner MarketScope Defined
Gartner's MarketScope provides specific guidance for users who are deploying, or have
deployed, products or services. A Gartner MarketScope rating does not imply that the
vendor meets all, few or none of the evaluation criteria. The Gartner MarketScope
evaluation is based on a weighted evaluation of a vendor's products in comparison with
the evaluation criteria. Consider Gartner's criteria as they apply to your specific
requirements. Contact Gartner to discuss how this evaluation may affect your specific
needs.
The various ratings are defined in the table below:
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MarketScope Rating Framework
Strong Positive
Is viewed as a provider of strategic products, services or solutions:
■
Customers: Continue with planned investments.
■
Potential customers: Consider this vendor a strong choice for strategic
investments.
Positive
Demonstrates strength in specific areas, but execution in one or more areas may still be
developing or inconsistent with other areas of performance:
■
Customers: Continue planned investments.
■
Potential customers: Consider this vendor a viable choice for strategic or tactical
investments, while planning for known limitations.
Promising
Shows potential in specific areas; however, execution is inconsistent:
■
Customers: Consider the short- and long-term impact of possible changes in
status.
■
Potential customers: Plan for and be aware of issues and opportunities related to
the evolution and maturity of this vendor.
Caution
Faces challenges in one or more areas.
■
Customers: Understand challenges in relevant areas, and develop contingency
plans based on risk tolerance and possible business impact.
■
Potential customers: Account for the vendor's challenges as part of due diligence.
Strong Negative
Has difficulty responding to problems in multiple areas.
■
Customers: Execute risk mitigation plans and contingency options.
■
Potential customers: Consider this vendor only for tactical investment with shortterm, rapid payback.
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Regional Headquarters
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