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Overall
average of individual value and reliability ratings*

The Big Picture

rank 2008 rank 2007

Value
Meets expectations for increasing revenues*
rank

Meets expectations for lowering costs*

rank

Solves the business problem paid to solve*

rank

Meets rOI expectations*

rank

Vendor 1 2 3 4 5 5 7 7 9 10 11 11 11 14 15 15 17 18 19 19 19 19 19 19 25 25 27 27 29 30 31 31 33 34 34 36 37 37 39 40
N/A 2 5 7 7 2 2 1 5 7 N/A 12 7 14 N/A 17 11 16 13 18 31 N/A 26 15 29 21 27 N/A 21 36 24 33 29 19 20 25 37 35 27 33

RSA Security (division of EMC) Google Check Point Software Cisco Systems Dell VeriSign Hewlett-Packard Red Hat Research in Motion Citrix Systems Juniper Networks Adobe McAfee Apple 3Com IBM Trend Micro Motorola EMC (except for RSA Security) Sun Microsystems Sprint Nextel Lenovo Novell Symantec Nortel Networks Verizon Wireless Avaya Salesforce.com Microsoft Cognos Business Objects Qwest Communications Oracle (including PeopleSoft) SAP T-Mobile SunGard AT&T (including Cingular) CA Palm Verizon Communications

82% 81 80 79 77 77 75 75 74 73 72 72 72 70 68 68 67 66 65 65 65 65 65 65 64 64 62 62 61 60 59 59 57 54 54 53 52 52 50 49

78% 80 83 76 77 75 73 73 77 71 75 72 68 69 66 67 61 56 60 68 68 64 63 62 67 59 57 62 61 59 59 57 56 58 50 55 51 50 53 47

3 2 1 6 4 7 9 9 4 12 7 11 14 13 19 17 24 33 26 14 14 20 21 22 17 27 31 22 24 27 27 31 33 30 38 35 37 38 36 40

72% 81 74 67 77 65 74 76 67 72 62 61 69 54 65 59 66 63 55 57 65 62 60 59 58 59 54 53 50 54 56 54 45 41 52 40 47 47 45 42

6 1 4 9 2 12 4 3 9 6 16 18 8 27 12 20 11 15 26 24 12 16 19 20 23 20 27 31 33 27 25 27 36 39 32 40 34 34 36 38

88% 83 89 88 78 85 81 76 78 78 80 83 80 83 73 74 73 67 72 68 70 72 61 74 71 68 66 66 71 67 66 69 68 64 52 69 59 61 52 57

2 5 1 2 11 4 8 14 11 11 9 5 9 5 17 15 17 29 19 26 23 19 35 15 21 26 31 31 21 29 31 24 26 34 39 24 37 35 39 38

80% 83 75 77 78 76 76 74 67 72 69 71 70 67 75 67 70 67 62 65 64 63 68 60 56 64 59 64 61 60 62 60 54 44 52 43 52 51 57 50

2 1 7 4 3 5 5 9 16 10 14 11 12 16 7 16 12 16 25 20 21 24 15 28 33 21 31 21 27 28 25 28 34 39 35 40 35 37 32 38

*Percentage of IT executives rating vendor as excellent or good for this category.

Or for achieving mission, if a not-for-profit organization.

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Nature Of Relationship
1024% Outsourcer Consultant 2549% Telecom 5074% Hardware Software 75100% Security Worked with during the past 12 months no. of respondents rank 2008

Reliability
Meets commitments on time and on budget*
rank

Loyalty
Is flexible and responsive*
rank

Meets quality expectations*

rank

If had a choice, would continue to do business with

rank

83% 81 74 80 80 77 76 70 76 72 70 71 75 73 71 70 74 70 66 66 66 65 68 67 68 64 70 58 64 63 57 59 55 58 59 55 54 47 59 47

1 2 9 3 3 5 6 15 6 12 15 13 8 11 13 15 9 15 23 23 23 26 20 22 20 27 15 33 27 29 35 30 36 33 30 36 38 39 30 39

86% 74 76 75 73 76 69 74 74 68 69 67 63 64 59 64 58 65 65 59 58 58 61 60 59 62 57 61 54 52 50 53 52 49 56 55 48 47 35 47

1 5 2 4 8 2 9 5 5 11 9 12 17 15 22 15 25 13 13 22 25 25 19 21 22 18 28 19 31 33 35 32 33 36 29 30 37 38 40 38

88% 84 91 87 79 84 79 80 81 77 81 80 75 82 70 77 68 71 76 72 66 69 72 71 69 68 69 68 65 66 63 60 72 65 57 54 55 56 50 57

2 4 1 3 11 4 11 9 7 13 7 9 16 6 22 13 26 20 15 17 29 23 17 20 23 26 23 26 31 29 33 34 17 31 35 39 38 37 40 35

95% 93 93 96 89 89 93 92 92 89 93 93 87 88 83 86 81 87 85 83 79 81 72 83 77 84 81 86 83 78 82 76 80 82 69 75 75 71 78 71

2 3 3 1 10 10 3 8 8 10 3 3 14 13 20 16 26 14 18 20 30 26 37 20 33 19 26 16 20 31 24 34 29 24 40 35 35 38 31 38

11 19 10 63 64 18 54 19 24 33 10 42 27 22 13 46 15 9 26 18 16 20 11 32 14 31 16 10 82 13 14 10 37 11 9 12 44 18 9 20

64 109 58 358 361 104 305 106 135 188 55 236 151 127 73 259 84 53 146 102 92 113 65 179 80 176 89 58 463 76 77 54 210 65 49 69 252 103 51 112

1 2 3 4 5 5 7 7 9 10 11 11 11 14 15 15 17 18 19 19 19 19 19 19 25 25 27 27 29 30 31 31 33 34 34 36 37 37 39 40

In what capacity respondents said they worked with each vendor.

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The Competition
Security
The remarkable drop in satisfaction levels for Symantec, McAfee and Trend Micro should make these vendors sit up and take noticeparticularly at Symantec, which is still adjusting to its acquisition of Veritas three years ago. Symantec needs to worry less about growing their portfolio and more about making sure their products work, says John Manchester, CTO of Glenkirk, a Northbrook, Ill., social service agency. Check Point Software maintained its second-place position, proving its staying power by showing how a security vendor meets vital business needs, as the top vendor measured in our survey for helping with revenues, solving business problems and quality.
rank 2008 rank 2007 rank 2006 rank 2005

Vendor

Average of all ratings 2008

Value

Reliability

Would continue to do business (% yes)

1 2 3 4 5 6

2 1 3 4 5

2 2 2 1 4

2 1 3

RSA Security
(division of EMC)

82% 80 77 72 67 65 74 75 71 76

79% 80 75 72 67 64 73 75 70 75

86% 80 79 71 66 66 75 77 72 76

95% 93 89 87 81 83 88 91 87 91

Check Point Software VeriSign McAfee Trend Micro Symantec average 2008 average 2007 average 2006 average 2005

Networking

Ciscos dominance is under serious challenge from a host of smaller, nimble companies such as Juniper Networks, which debuts in this years survey in a strong No. 2 position. But Cisco remains more than just a popular choice; it continues to excel in meeting customers needs and expectations. Juniper and 3Com products are simpler to deploy and maintain, as well as less expensiveserious considerations when cost is increasingly an issue. And Junipers high loyalty level shows that the company has found a solid place for itself in the network infrastructure market.
rank 2008 rank 2007 rank 2006 rank 2005

Vendor

Average of all ratings 2008

Value

Reliability

Would continue to do business (% yes)

1 2 3 4 5

1 2 4

1 2 3

1 2 5

Cisco Systems Juniper Networks 3Com Motorola Nortel Networks average 2008 average 2007 average 2006 average 2005

79% 72 68 66 64 66 65 65 65

77% 72 70 63 63 65 64 64 63

81% 73 67 69 66 68 67 66 67

96% 93 83 87 77 84 85 81 83

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Two of the five most-improved vendors in this years study are telecom vendors. But they seem to have improved at the expense of their competitors. T-Mobile was one of the five vendors that fell most, and Verizon Communications also dropped significantly. For all Sprint Nextels challenges on the service sideand staffers who have to deploy or maintain its installations give the company much lower marksits value proposition is clearly attractive to IT execs. Verizon Wireless is the most flexible and responsive vendor in the category. They are very good at reviewing our services and making recommendations about plan changes that can save us money over time, says CIO Jackson of Triad Guaranty Insurance.
rank 2008 rank 2007 rank 2006 rank 2005

Telecommunications

Vendor

Average of all ratings 2008

Value

Reliability

Would continue to do business (% yes)

1 2 3 4 5 6

4 2 5 1 7 5

2 1 7 2 5 6

1 4 6 5

Sprint Nextel Verizon Wireless Qwest Communications T-Mobile AT&T (including

Cingular)

65% 64 59 54 52 49 57 57 55 58

67% 63 60 52 52 49 57 57 56 58

63% 65 57 57 52 50 57 57 54 58

79% 84 76 69 75 71 76 77 72 75

Verizon Communications average 2008 average 2007 average 2006 average 2005

Dell has recently pushed aggressively into the same enterprise-level services space as IBM, Hewlett-Packard, Sun and EMC. Dells offerings are nowhere near as robust or complete (think software), which is why its not highly rated for solving business problems. HP, a true full-service hardware vendor, remains a clear top choice among IT executives, and has one of the strongest loyalty ratings in our survey. But companies that sell full-service solutions must beware of the concerns about flexibility and responsiveness that weigh down IT executives judgment of their overall reliability as vendors.
rank 2008 rank 2007 rank 2006 rank 2005

Hardware

Vendor

Average of all ratings 2008

Value

Reliability

Would continue to do business (% yes)

1 2 3 4 4

2 1 4 3 5

2 1 4 3 5

1 2 3 4 5

Dell Hewlett-Packard IBM EMC (except for RSA

Security)

77% 75 68 65 65 65 70 68 72

77% 76 67 62 65 64 69 66 70

77% 75 70 69 66 65 72 70 73

89% 93 86 85 83 83 88 87 87

Sun Microsystems average 2008 average 2007 average 2006 average 2005

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Software

Googles continued innovation and strong moves in the mobility space succeeded in doing something no software vendor has done yet: knocking Red Hat out of the No.1 position for software. But Red Hat remains strong, its ratings this year sustaining typical historical levels, and the open-source software companys responsiveness to customers needs engenders high loyalty levels. SAP is the victim of rising unhappiness with usability and cost of operation due to feature bloat. Too often, software vendors lose sight of the concept of simple is good, says Glenkirk CTO John Manchester.
rank 2008 rank 2007 rank 2006 rank 2005

Vendor

Average of all ratings 2008

Value

Reliability

Would continue to do business (% yes)

1 2 3 4 5 6 7 8 9 10 11 12 13

2 1 3 4 9 6 12 7 10 5 7 11

1 2 5 6 11 8 8 7 10 12

1 2 5 7 8 3 10 6 9

Google Red Hat Citrix Systems Adobe Novell Salesforce.com Microsoft Cognos Business Objects Oracle (including
PeopleSoft)

81% 75 73 72 65 62 61 60 59 57 54 53 52 61 64 60 61

82% 75 73 72 63 61 61 60 61 56 52 52 52 60 63 60 60

79% 75 73 73 67 62 61 60 57 59 57 55 50 61 64 60 62

93% 92 89 93 72 86 83 78 82 80 82 75 71 81 83 77 78

SAP SunGard CA average 2008 average 2007 average 2006 average 2005

For more Vendor Value survey results visit go.cioinsight.com/VendorValue08.

Methodology
What does the survey measure? CIO Insights 2008 Vendor Value Survey measures how United States-based IT executives perceive the value of their vendors product and service offerings, and those executives overall satisfaction with the support these vendors provide. How we selected the vendors. The published results include only vendors that received 49 or more qualified responses on all ratings. To create our initial list of IT vendors for the survey, we relied on the Fortune 500 and Global 500 lists and Ziff Davis Enterprise Research continuing vendor studies in 30 technology categories. How we conducted the survey. IT executives were invited to take the online survey and to speak with CIO Insight editors directly about their experiences. In all, 568 qualified respondents (257 from companies with at least $5 million, but less than $100 million in 2007 revenuesor budget, if not for profit; 185 with at least $100 million but less than $1 billion; and 126 with $1 billion or more) replied and completed the survey between October 3 and October 15, 2008. Of the respondents, 204 were C-level executives at their company, and the rest held titles of director of IT or higher. How we rated vendors. After identifying the vendors their firm has had a business relationship with in the past 12 months, respondents were asked to rate those vendors on seven criteria. The overall rating given for each vendor is the average percent of good or excellent responses for each criterion. A more detailed explanation of the methodology can be found at go.cioinsight.com/VendorValueMethod.