Forrester recognises ManageEngine for privileged identity management, chatbots

Forrester Research, the global research and advisory firm, has recognised ManageEngine as one of the “providers that matter most” in privileged identity management (PIM) and chatbots for IT operations.

ManageEngine is the IT management division of Zoho Corporation, and has a product portfolio that can integrate natively to provide an enterprise-grade solution for IT, security, and business challenges alike.

The Forrester Wave: Privileged Identity Management, Q4 2020 report cites very high customer satisfaction for ManageEngine’s PAM360. Meanwhile, The Forrester New Wave: Chatbots for IT Operations, Q4 2020 report notes that “ManageEngine customers report that they're satisfied with the offering and impressed with the ease of integration and flexibility.”

"As the objective of the IT organisations change to delivering holistic employee experience than just managing the technology infrastructure, a piecemeal approach to tools is not going to be effective any more,” said Rajesh Ganesan, VP at ManageEngine.

“We understand this trend and have evolved the ManageEngine suite with capabilities that help IT teams drive the modern enterprise from the front line. And we believe this recognition from Forrester in multiple functional areas is a strong testament to our abilities in continuously solving our customers' problems."

For PAM360, Forrester identifies ease of usability, contextual integrations across diverse platforms, and excellent customer support as key strengths.

"ManageEngine [PAM360] has very high customer satisfaction. Customers like the user experience, the consistent and integrated environment, fast and easy deployments, solid integrations across many systems and applications. The vendor has established a reputation for being easy to work with, responsive, and having excellent customer support," stated the authors of The Forrester Wave: Privileged Identity Management, Q4 2020.

ManageEngine launched PAM360 in October 2019 as a holistic approach to enable customers to successfully implement privileged access security across their entire IT infrastructure. PAM360’s enterprise-oriented highlights include privileged account governance, just-in-time privilege elevation, privileged session monitoring, privileged user behaviour analytics, and SSL/TLS certificate management.

The Forrester New Wave: Chatbots for IT Operations, Q4 2020 identified Zia, the artificial intelligence (AI) assistant from ManageEngine’s sister division, as an ideal starting point for ManageEngine customers embracing chatbots.

“Zia best suits companies that are using ManageEngine and having development resources. For organisations using ManageEngine and looking to experiment with chatbots, Zia is an ideal solution/platform add-on and should steadily improve....[Zia, included with the ManageEngine platform,] competes with an extremely affordable option,” noted the authors of the report.

Zia is offered with the on-premise version of ManageEngine's unified endpoint management tool - Desktop Central, ManageEngine's Analytics Plus on-premise version, and is available with all IT instances of ServiceDesk Plus (SDP) cloud versions. Zia is offered with all paid versions of ManageEngine and Zoho products.

In addition to this recent recognition, ManageEngine was also highlighted in The Forrester Wave: Enterprise Service Management (ESM), and The Forrester Wave: Unified Endpoint Management (UEM), both published in Q419. The two technologies are increasingly significant as more organisations look to ESM to improve overall user experience and productivity, while also looking to UEM to manage and secure exploding endpoint populations, ManageEngine said.

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