Market guide for iwms

1. Market Guide for Integrated Workplace
Management Systems
Published: 21 August 2018 ID: G00326911
Analyst(s): Carol Rozwell, Achint Aggarwal
Efficient management of corporate facilities saves money and enhances
employee effectiveness. This Market Guide will assist application leaders in
selecting an integrated workplace management system that meets their
requirements.
Key Findings
■ Employees’ work environment has a significant impact on their effectiveness and engagement,
yet only 11% of workers report being completely satisfied with their workspace.
■ The use of the Internet of Things (IoT) and artificial intelligence (AI) promises to make the
workplace smarter, thereby increasing work efficiency and effectiveness, as well as employee
satisfaction.
■ Today’s workforce wants connected workplaces that offer flexibility, mobility and spaces
customized for the work they are doing.
Recommendations
For application leaders of digital workplace programs who want to improve employee effectiveness
by creating a more engaging work environment:
■ Identify and document your current requirements for the immediate issues prompting you to
procure an integrated workplace management system (IWMS) platform, but do not neglect the
strategic benefits of an integrated approach to facilities management. Work with business
leaders to ensure that the strategic benefits are in line with business expectations.
■ Ensure the vendors you are considering provide robust analytics that you can use to make more
informed decisions on space, real estate and capital planning. Prioritize the analytics needed by
the business after agreeing these with business owners.
■ Verify that any prospective IWMS solution integrates with other important applications — such
as HR, financial, and building information modeling (BIM) — that you rely on to run your
business. Working with the enterprise architecture team is recommended.

2. ■ Confirm that any vendor you plan to use to manage your real estate lease portfolio offers
robust, accurate and automated functionality that is compliant with the changes to the
accounting rules. Work with your finance department to ensure this.
■ Partner with facilities managers and corporate real estate colleagues to plan how technological
advancements in space utilization and maintenance management can support digital workplace
program objectives.
Strategic Planning Assumption
By 2021, an increase in the number of employees who prefer to work remotely will allow
organizations to support 40% more workers in the same amount of space as they use today.
Market Definition
This document was revised on 10 September 2018. The document you are viewing is the corrected
version. For more information, see the Corrections page on gartner.com.
An integrated workplace management system (IWMS) is a software platform used by IT, facilities
management and real estate professionals to manage the end-to-end life cycle of corporate
facilities. It helps optimize the use of workplace resources to provide an improved employee
experience. It also assists in cost containment by monitoring the real estate portfolio.
Market Description
The five core areas of functionality that IWMS platforms offer are:
■ Capital project management — Includes capital planning, design, funding, bidding,
procurement, cost and resource management, workflow, construction, project documentation
and drawing, scheduling and critical path analysis.
■ Real estate portfolio management — Includes strategic and capital planning, RFP and lease
analysis, administration and accounting for the corporate real estate portfolio; financial
management and analytics, transaction management, and support for the new accounting
standards.
■ Space and facilities management — Includes facilities planning, space management,
resource scheduling, visitor management, environmental management, move management,
tools for "what if?" scenario planning, and utilization and optimization analytics.
■ Maintenance management — Includes maintenance management for preventive and
unplanned/reactive maintenance and warranty management, work order administration, parts
and inventory management, vendor management, and building assessment.
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3. ■ Sustainability and energy management — Includes energy optimization management and
reporting, waste management, recycling, carbon credit calculation, renewable groundwater
supplies, pollution absorption, and certification and compliance.
Figure 1. The Five Core Functionalities of an Integrated Workplace Management System
IWMS = integrated workplace management system
Source: Gartner (August 2018)
Market Direction
Application leaders responsible for digital workplace efforts realize that workspace plays a pivotal
role in the employee experience. Yet, in the 2017 Gartner Digital Workplace Survey, only 11% of
workers reported being completely satisfied with their workspace.
1
Not only does well-designed
space energize workers and increase productivity, it also sends a message about what an employer
thinks of its employees. This has a direct impact on talent acquisition and retention, since space
design reflects the organization’s culture and values.
2
Increasingly, IT leaders are teaming up with their colleagues in facilities management and real estate
to create workspaces that excite and inspire. Historically, the main driver for implementing an IWMS
Gartner, Inc. | G00326911 Page 3 of 26

4. solution was cost management. By 2021, an increase in the number of employees who prefer to
work remotely will allow organizations to support 40% more workers in the same amount of space
as they use today. Managing facilities expenses is still an important consideration, but providing a
flexible workspace where people actually want to work has increased in importance.
A flexible work environment offers employees the option of working remotely as well as in a
corporate facility. When remote workers need to go to a corporate location, they must be able to
find the resources that will enable them to be productive. These resources may include a private
workspace, a conference room for a meeting, directions and even a parking space (see “Crafting
Workspaces That Enhance the Employee Experience”).
IWMS vendors continue to build out their capabilities to take advantage of the IoT and AI in order to
support smart buildings and take action on behalf of workers. Virtual personal assistants (VPAs) are
mainstream in the consumer space and there are popular services such as Amazon Alexa, Google
Now and Apple Siri. VPAs are just starting to appear in corporate real estate. Over the next few
years, we expect to see VPAs’ increased usage for task-specific purposes such as meeting room
scheduling, maintenance issue reporting and customer service. AI has the potential to make it
easier for organizations with global real estate portfolios to manage contracts and lease terms
negotiated in multiple languages. Through machine learning, systems can be trained to understand
multiple languages, extract key information from contracts and translate it into a language of choice.
Machine learning also enables the automated extraction of information from contracts, which makes
fiscal reporting easier and more accurate.
Market Analysis
In the following sections, we examine several key IWMS market characteristics and trends. The
comments, charts and tables are based on the analysis of survey data provided by representative
vendors in this market. For more details on the survey, as well as the vendors, refer to the
Representative Vendors and Evidence sections.
Geographic Presence
Figure 2 summarizes the regional presence of the IWMS vendors in the survey. Some vendors focus
only on specific regions (mainly North America and Western Europe). However, given that many of
the vendors in this market are small or midsize businesses, even those that do business in multiple
regions may not necessarily have strong regional presence everywhere.
Note: The length of each bar was calculated on the basis of the percentage of revenue that each
vendor drives from specific geographies. The data was self-reported and was collected through a
questionnaire from each vendor followed by a fact check.
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5. Figure 2. Geographic Presence of Different IWMS Vendors Surveyed
IWMS = integrated workplace management system
Source: Gartner (August 2018)
Pricing Models
There are two common pricing models for IWMS solutions: "Named user subscription per month/
year" for cloud models and "Named/concurrent user perpetual license" for on-premises
deployments. However, some vendors do offer pricing based on number of locations and square
foot of area for certain modules (see Table 1).
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6. Table 1. Supported Pricing Models by Modules
Vendor
Facilities and Space
Management
Real Estate Portfolio
Management
Capital Project Manage-
ment
Maintenance Management
Sustainability and Ener-
gy Management
Accruent Per sq. ft. per month/year
Per location per month/
year
Per location per month/
year
Number of facilities, number
of work orders, number of
assets
Per site, per sq. ft.
ARCHIBUS
Named and concurrent
user by application server
Perpetual and nonperpet-
ual licensing
Named and concurrent
user by application server
Perpetual and nonperpet-
ual licensing
Named and concurrent
user by application server
Perpetual and nonperpet-
ual licensing
Named and concurrent user
by application server
Perpetual and nonperpetual
licensing
Named and concurrent
user by application serv-
er
Perpetual and nonper-
petual licensing
FM:Sys-
tems
Per sq. ft. per month Per sq. ft. per month Per sq. ft. per month Per sq. ft. per month Per sq. ft. per month
FSI
Named/concurrent user
perpetual license
Named user subscription
per month/year
Named/concurrent user
perpetual license
Named user subscription
per month/year
Named/concurrent user
perpetual license
Named user subscription
per month/year
Named/concurrent user per-
petual license
Named user subscription
per month/year
N/A
IBM TRIRI-
GA
Named/concurrent user
perpetual license
Named user subscription
per month/year
Named/concurrent user
perpetual license
Named user subscription
per month/year
Named/concurrent user
perpetual license
Named user subscription
per month/year
Named/concurrent user per-
petual license
Named user subscription
per month/year
Named/concurrent user
perpetual license
Named user subscription
per month/year
MCS Solu-
tions
Named user subscription
per month/year
Per sq. ft. per month/year
Named/concurrent user
perpetual license
Named user subscription
per month/year
Named/concurrent user
perpetual license
Named user subscription
per month/year
Named/concurrent user
perpetual license
Named user subscription
per month/year
Named/concurrent user per-
petual license
Named user subscription
per month/year
Per energy channels
Per month/year
Named/concurrent user
perpetual license
MRI Soft-
ware
Named/concurrent user
perpetual license
Named/concurrent user
perpetual license
Named user subscription
per month/year
Named/concurrent user
perpetual license
Named user subscription
per month/year
Named/concurrent user per-
petual license
Named user subscription
per month/year
Named/concurrent user
perpetual license
Named user subscription
per month/year
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7. Vendor
Facilities and Space
Management
Real Estate Portfolio
Management
Capital Project Manage-
ment
Maintenance Management
Sustainability and Ener-
gy Management
Named user subscription
per month/year
Nuvolo
Named user subscription
per month/year
Named user subscription
per month/year
Named user subscription
per month/year
Named user subscription
per month/year
Named user subscription
per month/year
Planon
Named/concurrent user
perpetual license
Named user subscription
per month/year
Named/concurrent user
perpetual license
Named user subscription
per month/year
Named/concurrent user
perpetual license
Named user subscription
per month/year
Named/concurrent user per-
petual license
Named user subscription
per month/year
Named/concurrent user
perpetual license
Named user subscription
per month/year
SAP Number of buildings
Named/concurrent user
perpetual license
Named user subscription
per month/year
Named/concurrent user
perpetual license
Named user subscription
per month/year
Number of assets
Named/concurrent user per-
petual license
Named user subscription
per month/year
Number of assets
Trimble
Named/concurrent user
perpetual license, per
module
Named/concurrent user
perpetual license, per mod-
ule
Named/concurrent user
perpetual license, per
module
Named/concurrent user per-
petual license, per module
Named/concurrent user
perpetual license, per
module
zLink
Named/concurrent user
perpetual license
Named user subscription
per month/year
Named/concurrent user
perpetual license
Named user subscription
per month/year
Named/concurrent user
perpetual license
Named user subscription
per month/year
Named/concurrent user per-
petual license
Named user subscription
per month/year
Named/concurrent user
perpetual license
Named user subscription
per month/year
Source: Gartner (August 2018)
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8. Deployment Models
There is a growing preference among buyers of IWMS systems for SaaS deployments. Nonetheless,
the IWMS market lags other markets in cloud application adoption. A significant portion of the
market is still clinging to on-premises implementations. Figure 3 summarizes the delivery models
reported by the vendors in the market survey.
Figure 3. Percentage of IWMS Installations per Delivery Model
(n = 12) Survey question: What percentage of your organization’s IWMS deployment has been deployed in each delivery model category?
Note: Because the composition of the vendors profiled in the 2018 Market Guide is different from those profiled in the 2017 version,
readers should not compare delivery model percentages. IBM did not characterize its delivery model breakdown.
Source: Gartner (August 2018)
Representative Vendors
The vendors listed in this Market Guide do not imply an exhaustive list. This section is intended to
provide more understanding of the market and its offerings.
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9. Market Introduction
Vendors with products that are marketed and sold specifically as IWMS solutions are bought and
used primarily for corporate facilities (e.g., office space) and real estate management. The listed
vendors have visibility and traction in this market. We summarize data provided by these vendors in
Table 2, as well as in short profiles of each vendor.
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10. Table 2. Representative IWMS Vendor Summary Profiles
Percentage of Deployments Across Different Modules
Vendor
Product, Service or Solution
Name
Number of
Employees*
Capital Project
Management
Real Estate
Portfolio
Management
Space and Fa-
cilities Man-
agement
Maintenance
Management
Sustainability
and Energy
Management
Accruent
Lucernex lx Lease, Lucernex lx
Project, 360Facility, vx Maintain, vx
Observe
730 4% 11% 15% 77% 5%
ARCHIBUS ARCHIBUS Web Central n/a 30% 50% 90% 80% 30%
FM:Systems FM:Interact 89 25% 50% 100% 35% 10%
FSI
Concept Evolution, FSI GO, Con-
cept Advantage
170 25% 30% 70% 95% 5%
IBM TRIRIGA
IBM TRIRIGA Real Estate Manag-
er, IBM TRIRIGA Facilities Manag-
er, IBM TRIRIGA Workplace Oper-
ations Manager, IBM TRIRIGA
Capital Projects Manager, IBM
TRIRIGA Real Estate Environmen-
tal Sustainability Manager, IBM
TRIRIGA Workplace Reservation
Manager
n/a n/a n/a n/a n/a n/a
MCS Solutions
MCS Solutions Smart Buildings
(COBUNDU), MCS Solutions Fa-
cility Management, MCS Solutions
Maintenance, MCS Solutions
Workplace, MCS Solutions Meet-
ings & Reservations, MCS Solu-
tions Energy, MCS Solutions Real
Estate
220 4% 22% 95% 64% 16%
Page 10 of 26 Gartner, Inc. | G00326911

11. Percentage of Deployments Across Different Modules
Vendor
Product, Service or Solution
Name
Number of
Employees*
Capital Project
Management
Real Estate
Portfolio
Management
Space and Fa-
cilities Man-
agement
Maintenance
Management
Sustainability
and Energy
Management
MRI Software Horizon, Space 80 10% 95% 20% 20% 5%
Nuvolo
Maintenance Management, Space
& Move Management, Capital
Project Management, Real Estate
& Lease Management, Sustainabil-
ity Management
25 11% 13% 36% 100% 4%
Planon
Planon Universe, conjectFM,
SamFM
750 5% 40% 60% 60% 5%
SAP
SAP Cloud for Real Estate, SAP
Real Estate Management, SAP As-
set Intelligence Network, Enter-
prise Asset Management
75 15% 60% 10% 10% 5%
Trimble Manhattan, CenterStone n/a 12% 60% 70% 23% 5%
zLink
zLinkFM, zLinkAM, zCAS, zVerfy,
zLinkRes, zDataCenter
80 50% 10% 100% 30% 0%
“Percentage of Deployments Across Different Modules” — this represents the percentage of a particular module deployed across all customers.
*Total number of full-time employees in the company dedicated exclusively to integrated workplace management product and services (e.g., product development, sales/marketing,
customer service).
n/a — Data not available
Source: Gartner (August 2018)
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12. Accruent
Accruent is an example of a vendor that has added a number of products to its IWMS portfolio
through acquisition over the years. Its most recent acquisition is EMS Software, which expands its
space management portfolio with a workplace and campus management platform. Other
acquisitions in 2018 include Connectiv (healthcare technology management), Maintenance
Connection (CMMS/EAM) and Kykloud (facility and asset surveying). In 2017, Accruent acquired
Lucernex (profiled in the 2017 IWMS Market Guide) and BlueCielo (engineering information
management).
Accruent’s functionality for lease administration and accounting was tested by an independent
accounting firm and was verified as being ASC 842 and IFRS 16 compliant. The evaluation included
both the real estate and equipment leasing solutions.
Accruent sells both cloud-based and on-premises systems. However, on-premises options are not
available for all applications and make up a small percentage of new IWMS implementations. In the
past year, Accruent has made improvements to maintenance management, remote monitoring, data
capture, site survey and capital planning, as well as the user interface.
Table 3. Accruent
Attributes Details
Headquarters Austin, Texas, U.S.
Deployment time* (in days) range of least to
maximum time taken to deploy modules
120-240
Percentage of deployments — on-premises 30%
Percentage of deployments — cloud/hosted 70%
Industries focus
Commercial real estate, education, financial services, healthcare,
hospitality, telecom, public sector, retail
Notable customers
Amazon, Comcast, Dollar Tree, Harvard University, JetBlue Airways,
Madison Square Garden, UBS, University of Regina, Walgreens,
Yum! Brands
Implementation/consulting partners
Not available (network of more than 40 implementation and
consulting partners)
Application integration
Lawson, Microsoft Dynamics 365 & Dynamics GP, Oracle Financials,
Oracle (JD Edwards), Oracle (PeopleSoft), Sage, SAP ERP, Workday
Source: Gartner (August 2018)
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13. ARCHIBUS
ARCHIBUS’ business model centers on its global network of business partners. This includes
ARCHIBUS Solution Centers (ASCs) and ARCHIBUS Business Partners, which include software
resellers, deployment and consulting services providers. These partners and consultants deliver the
majority of the vendor’s IWMS sales, implementation, product support and development.
ARCHIBUS runs an extensive certification program with separate certification in each of the
different technologies and each of the different subject matter domains.
ARCHIBUS Web Central consists of a suite of over 30 distinct applications specific to processes
and functional goals. The applications are grouped into the following domains: real estate portfolio
management, capital project management, space planning and management, move management,
workplace services, asset management, building operations, and environmental and risk
management. All applications are completely integrated and can be deployed by application or
simultaneously as one suite.
In the past 12 months, ARCHIBUS has focused on providing new functionality for the updated
accounting standards, support for IoT/smart buildings, enhanced preventive maintenance planning
tools, and 3D visualization for space and asset management.
Table 4. ARCHIBUS
Attributes Details
Headquarters Boston, Massachusetts, U.S.
Deployment time* (in days) range of least
to maximum time taken to deploy modules
30-120
Percentage of deployments — on-
premises
70%
Percentage of deployments — cloud/
hosted
30%
Industries focus
Banking and financial services, education, energy, government,
healthcare, real estate, retail, telecom
Notable customers
China World Trade Center, Colliers International, European Parliament,
Financial Aviation Administration Mike Monroney Aeronautical Center
(MMAC), Global Switch, GSK, Illumina, Kaiser Permanente, NHS
Lanarkshire, Peking University International Hospital, Red Hat, Tencent,
University of Edinburgh, University of Sydney
Implementation/consulting partners
ARCHIBUS Solution Centers, AREMIS, Atos, Capgemini, Deloitte, DLT
Solutions, Excitech, HCL Technologies, JLL, Newmark Knight Frank
(NKF), PwC, Rand Worldwide (IMAGINiT Technologies), Parsons
Application integration n/a
Source: Gartner (August 2018)
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14. FM:Systems
FM:Systems derives the majority of its revenue from North America. It has a single product —
FM:Interact — that caters to all the modules and use cases for an IWMS solution. Its product was
developed internally — an approach that yields a more “integrated” system that can drive faster,
less complex implementations and operations.
FM:Systems is focused on corporate, employee-centric use cases such as real-time utilization,
move management, and employee workspace services; hence the majority of its deployments are
for the space and facilities management module.
In the past 12 months, FM:Systems has developed the FMx Sensor platform for the integration and
visualization of IoT-based sensor data from a multitude of sources. It is also making enhancements
for room and desk booking by giving employees the ability to view availability and reserve space
using interactive digital signage.
Table 5. FM:Systems
Attributes Details
Headquarters Raleigh, North Carolina, U.S.
Deployment time* (in days) range of
least to maximum time taken to
deploy modules 10-100
Percentage of deployments — on-
premises
60%
Percentage of deployments — cloud/
hosted 40%
Industries focus Corporate, healthcare, higher education, technology
Notable customers
Autodesk, Baystate Health, Catholic Health Initiatives (CHI), Herman Miller,
Indiana University, Lenovo, MathWorks, MB Financial Bank, University of
North Texas, Yelp
Implementation/consulting partners
AMS CAD + CAFM Solutions, Advanced Spacial technologies (ASt)
(Australia), CADD Microsystems, China Institute of Building Standard Design
& Research (China), CSG Group (Singapore), Eighth Day Design, Geomap GIS
America (Canada), JLL, Linetek System (South Korea), Little & Associates,
Lucateg (Mexico), Neilsoft (India), NJW (U.K.), Novigos Engineering (Italy), PC
CAD (Panama), RSP, Stantec (Canada), Tangent Sweden (Sweden), Zenit
Consultants (Canada)
Application integration
AutoCAD, Autodesk Forge Viewer, Autodesk Revit, Oracle HCM, Oracle
(PeopleSoft), IBM (Maximo), Lease Harbor, SAP, Workday
Source: Gartner (August 2018)
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15. FSI
FSI derives the majority of its revenue from Western Europe. It is one of the few vendors in the
market with a strong presence in the Middle East and Africa, from which it derives more than one
quarter of its revenue.
FSI’s suite, Concept Evolution, focuses on facilities and maintenance management. It recently
introduced a suite of user-focused apps called FSI Concept Advantage. This set of apps provides
end users with the ability to interact with facilities teams and the help desk via social chat log, and
also the workplace community. It provides IT and facilities managers with direct insight into
employees’ concerns.
In the last year, FSI has been focusing on integrating building information modeling (BIM) and IoT
sensor data into Concept Evolution to assist decision making on the life cycle of buildings and
facilities. The IoT hub allows a range of sensors — from wired building management system (BMS)
data to custom-made wireless sensors — to provide a feed of aggregated building data that drives
the behavior of the Concept Evolution system.
Table 6. FSI
Attributes Details
Headquarters London, U.K.
Deployment time* (in days) range of least to
maximum time taken to deploy modules 20-50
Percentage of deployments — on-premises 20%
Percentage of deployments — cloud/hosted 80%
Industries focus
Education, facilities management service providers, finance,
government (both local and central/federal), healthcare, retail,
utilities
Notable customers
Amey, Arup, BAM, Enova by Veolia, Joss Construction, Mace
(Macro International), Mosanada FMS, OCS, Skanska, SPIE
Implementation/consulting partners Asset Control, ECCS, Retail Design
Application integration
Construction Industry Solutions (COINS), IBM (Maximo), Microsoft
Dynamics 365, Microsoft Office 365, Oracle Financials, Oracle
HCM, Oracle (JD Edwards), Sage
Source: Gartner (August 2018)
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16. IBM TRIRIGA
IBM entered the IWMS market in 2011 with its acquisition of TRIRIGA. The solution benefits from
the company’s dedicated services provided by IBM Global Business Services and also from the
wider ecosystem of IBM Watson Internet of Things and Watson Analytics.
IBM is making the workplace services experience more employee-centric by enhancing mobile
access to services managed by TRIRIGA. It has also introduced a new location-aware Workplace
Services Portal that provides a unified access point from which users can launch apps and track
status of their requests.
In the past 12 months, IBM has released a new version of TRIRIGA that provides significant
enhancements to both real estate administration and advanced lease accounting for compliance
with the new updated standards. It has also established relationships with accounting firms,
including all of the “big four.” IBM is advancing its mobile application functionality while focusing on
streamlined and appealing usability through delivery of integrated “perceptive” web apps.
Table 7. IBM TRIRIGA
Attributes Details
Headquarters Armonk, New York, U.S.
Deployment time* (in days) range of
least to maximum time taken to
deploy modules n/a
Percentage of deployments — on-
premises
n/a
Percentage of deployments —
cloud/hosted
n/a
Industries focus
Construction, energy, financial services, healthcare, higher education,
manufacturing, pharmaceutical, public sector, retail, service providers,
technology, telecommunications, transportation
Notable customers
Airbus, Chipotle, Customs and Border Protection, Denver International Airport,
DHS, EY, Fidelity, iHeartMedia, ISS, Starbucks, U.K. Ministry of Defence,
University of California (UC System), Verizon
Implementation/consulting partners
Adaptive Workplace Solutions, Avnet, Capgemini, CT ACTIVA, Deloitte,
EBUSINESS STRATEGIES, eCIFM Solutions, EDI, EY, FieldFLEX, Gilbane, IBM
Global Business Services, IC-Info, Infosys, JLL-BRG, Newmark-CFI, NJW,
Serco Group, Tata, ValuD, Whitesmiths, Wipro
Application integration
Autodesk, Autodesk AutoCAD, Autodesk Revit, Bentley Systems (MicroStation),
IBM Bluemix, IBM Watson IoT Platform, Microsoft Outlook, Microsoft Excel,
Oracle Financials, Oracle (JD Edwards), Oracle (PeopleSoft), SAP ERP
Financials
Source: Gartner (August 2018)
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17. MCS Solutions
MCS Solutions derives the majority of its revenue from Western Europe. Its platform is built on a
single database and has dedicated products for each of the IWMS modules.
MCS Solutions for smart buildings is powered by MCS Solutions’ COBUNDU — an IoT big data
platform used to develop smart applications and analytics. This enables use cases such as
predictive maintenance, space optimization and comfort monitoring.
In the past 12 months, the vendor has launched various mobile apps for both end users and
facilities management technicians. An AI-powered bot called Cobu helps employees make the best
use of their workplace services using Skype. MCS Solutions has enhanced its BIM integration,
allowing users to create asset portfolios from BIM, explore the building in 3D, and make tickets and
annotations on BIM.
Table 8. MCS Solutions
Attributes Details
Headquarters Antwerp, Belgium
Deployment time* (in days) range of least
to maximum time taken to deploy modules 15-60
Percentage of deployments — on-
premises
27%
Percentage of deployments — cloud/
hosted 73%
Industries focus
Banking and finance, construction services, education, government/
public sector, healthcare, manufacturing, service providers, telecom,
utility companies
Notable customers
AXA, BNP Paribas, CBRE, Coca-Cola, Cushman & Wakefield, Electrolux,
Excellerate Property Services, Flemish Government, ISS Facility
Services, PwC, RATP (Paris public transport), Telenor
Implementation/consulting partners
BIcause, Bravo AV, Cushman & Wakefield, Dobit, Excellerate Property
Services, ISS Facility Services, Leesman, Lexium, Sage Method, The
Corporate Group
Application integration
COBUNDU, Dell Boomi, IBM Notes, Microsoft Exchange Server,
Microsoft Office 365, Red Hat JBoss, SAP
Source: Gartner (August 2018)
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18. MRI Software
In October 2017, Qube Global Software was acquired by MRI Software. It offers a number of
applications for the real estate industry in addition to facilities management. The acquisition gives
MRI Software greater presence in Europe where Qube derives the majority of its revenue.
MRI Software’s product, Horizon, caters to all IWMS modules. The majority of its deployments are in
the real estate/portfolio management module, which includes lease administration. Horizon is
deployed solely by in-house consultants. However, it uses implementation partners to provide
additional specialist subject matter expertise, if required.
In the past year, MRI Software has focused its development in three areas:
1. New functionality to support the updated lease accounting standards for both real estate and
non-real estate leases.
2. Improvements to usability and reporting.
3. Improving facilities management functionality for mobile apps, user interface and navigation.
Table 9. MRI Software
Attributes Details
Headquarters Cleveland, Ohio, U.S.
Deployment time* (in days) range of least to maximum
time taken to deploy modules 10-30
Percentage of deployments — on-premises 30%
Percentage of deployments — cloud/hosted 70%
Industries focus Corporate, industrial, retail
Notable customers
BMO Financial Group, BT, Coca-Cola, Department for
Transport, Dixons Carphone, HanesBrands, Halfords,
Marks & Spencer, Pilkington, XPO Logistics
Implementation/consulting partners n/a
Application integration
Coda, Microsoft Dynamics 365, Microsoft Dynamics NAV,
Oracle, SAP, Unit4
Source: Gartner (August 2018)
Nuvolo
The Nuvolo IWMS platform is built on ServiceNow and integrates natively with ServiceNow’s HR
module. The Space & Move module provides an easy-to-use interface and workflow for managing
employee activities (e.g., new employee onboarding, termination or relocation). For those customers
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19. who want high-touch customer care support, Nuvolo offers Technical Account Management
services. This is an allocated resource that includes concierge support escalation, end-to-end
support coordination, technical configuration services (ITSM and EAM), configuration requirement
coordination and scoping, and participation in roadmap discussions.
Nuvolo reports that maintenance management is the most common IWMS use case for its
customers. This function includes work order management, asset management, as well as tracking
and parts management of operating technology and spaces. These maintenance management
activities, critical for day-to-day operations, are all accomplished on the ServiceNow enterprise
cloud platform. Nuvolo’s customers leverage this use case with point-of-service maintenance
management powered by Nuvolo’s connected and disconnected native mobile platform for iOS,
Android and Windows Mobile.
Table 10. Nuvolo
Attributes Details
Headquarters Paramus, New Jersey, U.S.
Deployment Time* (in days) range of least to
maximum time taken to deploy modules 37-67
Percentage of deployments — on-premises 1%
Percentage of deployments — cloud/hosted 99%
Industries focus
Energy, government, healthcare, higher education, life sciences,
manufacturing, retail, technology
Notable customers
7-Eleven, Aramark, GE Healthcare, Maverik, Parkland Memorial
Hospital, Siemens Healthineers, University of Texas at Tyler, Vertex
Pharmaceuticals
Implementation/consulting partners
DXC Technology, Fujitsu, Healthcare IT Leaders, Maryville Consulting
Group
Application integration
Lawson, Microsoft Active Directory, Microsoft Dynamics 365, Oracle,
SAP, Workday
RTLS systems including CenTrak, Ekahau, Impinj, STANLEY
Healthcare-AeroScout
Source: Gartner (August 2018)
Planon
Planon, jointly headquartered in the U.S. and the Netherlands, is the largest software provider
profiled in this report, with IWMS as its major revenue stream. Planon derives the majority of its
revenue from Europe; its North American business has grown significantly because of the
investment it made in this geography.
Gartner, Inc. | G00326911 Page 19 of 26

20. Planon's IWMS product suite, Planon Universe, is tailored for three audiences: (1) Real estate/
facilities managers; (2) Service providers; (3) Financial professionals. Planon Universe includes a
suite of best practices called Accelerator. Accelerator provides preconfigured processes that
include workflows, catalogs, reports, dashboards, templates, roles, authorizations, data import
facilities, and configuration descriptions.
In 2017, Planon received validation from a “big four” accounting firm on leasing calculations
performed by its software. This validation confirmed Planon as having the capability for accurate
lease calculations for operating and finance/capital leases in accordance with both the current and
the new lease accounting standards from the FASB and IASB.
Table 11. Planon
Attributes Details
Headquarters Braintree, Massachusetts, U.S. and Nijmegen, Netherlands
Deployment time* (in days) range of least to
maximum time taken to deploy modules 15-60
Percentage of deployments — on-premises 40%
Percentage of deployments — cloud/
hosted 60%
Industries focus
Financial services, government, healthcare, higher education,
manufacturing, retail, pharmaceuticals, service providers
Notable customers
Ahold Delhaize, Bouygues, Brown University, Dartmouth College, ETH
Zurich, JTC (Sin), Maastricht University Medical Center, Molina
Healthcare, Shell, Siemens, SPIE, Unilever
Implementation/consulting partners Accenture, Capgemini, Deloitte, EY, KPMG, PwC, Vetasi
Application integration
Autodesk Forge (BIM & CAD integration), Avex (access control systems
& AV equipment), CALVI, Exact, Nedap AEOS, Oracle (PeopleSoft —
employee data), ProActive (financials), SAP, SmartStream
Source: Gartner (August 2018)
SAP
SAP derives majority of its IWMS revenue from Western Europe. SAP's IWMS offerings center on its
core ERP solutions including S/4HANA and ERP Central Component (ECC) 6.0. SAP Cloud for Real
Estate makes a good choice for existing users of SAP solutions because of its integration with other
SAP applications. All of SAP’s current IWMS deployments have been implemented by existing users
of its ERP system.
Because of its integration ecosystem, the majority of deployments and most common use cases for
SAP IWMS have been in real estate portfolio management and lease administration.
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21. In the past 12 months, SAP has enhanced its space management functionality with visual
workspace management for SAP Cloud for real estate. This functionality allows for the assignment
of teams and individuals to space using floor plans. Sensors and other IoT devices connected to the
Cloud for Real Estate platform provide real-time space utilization information.
Table 12. SAP
Attributes Details
Headquarters Walldorf, Germany
Deployment time* (in days) range of least to maximum time taken
to deploy modules 30-120
Percentage of deployments — on-premises 95%
Percentage of deployments — cloud/hosted 5%
Industries focus
Financial services, industrial, public sector and
utilities, retail
Notable customers n/a
Implementation/consulting partners
Accenture, Capgemini, Deloitte, EY, IBM, PwC,
SAP Services, Wipro
Application integration SAP products
Source: Gartner (August 2018)
Trimble
Trimble is one of the few public companies profiled in this Market Guide. Its 2017 revenue was
nearly $2.7 billion for all of its divisions. Trimble’s Real Estate & Workplace Solutions division offers
the Manhattan Integrated Workplace Management System. The most recently released version
features a restyled user interface with a visual design.
Trimble also recently announced the launch of Basis, an application designed to make it easier for
corporate real estate teams to see how office workspace is being used. Basis integrates with
Trimble’s space management and space scheduling modules. Late last year, Trimble announced the
availability of LiveSign Pro Touch Panels that work with the space scheduling module and Microsoft
Office 365.
Earlier this year, accounting firm RSM conducted an independent audit of the modules that support
the new lease accounting rules from the FASB and IASB. Trimble’s Manhattan software obtained a
Service Organization Control (SOC 1) Type 1 attestation for its Information Technology General
Computer Controls (ITGC). In addition, the data processing component of its recently launched
Lease Compliance modules was also included in the attestation.
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22. Table 13. Trimble
Attributes Details
Headquarters London, U.K.
Deployment time* (in days) range of least to maximum
time taken to deploy modules 30-120
Percentage of deployments — on-premises 27%
Percentage of deployments — cloud/hosted 73%
Industries focus
Consulting, financial services, life sciences, retail, service
providers, technology
Notable customers
Accenture, BGIS (formerly Brookfield Global Integrated
Solutions), bygst.dk (Danish government), Cisco,
Citibank, Corning, Deutsche Bank, Morgan Stanley
Implementation/consulting partners JLL, KMD, BGIS, ROI Consulting Group
Application integration n/a
Source: Gartner (August 2018)
zLink
zLink, formerly known as Indus Systems, is headquartered in Maynard, Massachusetts, U.S. Along
with rebranding the company, zLink rebranded its facilities management system and computer-
aided facilities management (CAFM) offering as zLinkFM. This is an integrated web-based
enterprise platform composed of over 25 components that tightly couples drawings and databases
to support space-centered applications (for a complete list of zLink products, see Table 2). Despite
the name change, zLink is steadfast in its belief that facilities drawings are the core of facilities-
related information.
Nearly 90% of zLink deployments are on a multitenant-hosted SaaS model, which makes it one of
the IWMS vendors with the highest number of SaaS deployments. In addition to using its
applications for space utilization, management and planning, customers use zLink to simplify
building inspection and management. The entire product platform is built on an HTML5 platform, so
no client plug-ins are required to access the IWMS functionality. zLink uses its own personnel for
implementation and provides customer support from its headquarters in the U.S. and its location in
India.
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23. Table 14. zLink
Attributes Details
Headquarters Maynard, Massachusetts, U.S.
Deployment time* (in days) range of least to
maximum time taken to deploy modules 30-120
Percentage of deployments — on-premises 7%
Percentage of deployments — cloud/hosted 93%
Industries focus
Corporate facilities, data centers, education, federal government,
hospitals
Notable customers
Consumer Finance Protection Bureau (CFPB), Genesys, Jack
Henry & Associates (JKHY), Siemens USA, WSP | Parsons
Brinckerhoff, Ammann & Whitney, Penn Mutual, U.S. General
Accountability Office (GAO)
Implementation/consulting partners AECOM, WSP | Parsons Brinckerhoff, Siemens USA
Application integration BIM, BMS, CMMS, Oracle Financials, HR (Workday)
Source: Gartner (August 2018)
Market Recommendations
■ Identify and document your current requirements for the immediate issues prompting you to
procure an IWMS platform, but do not neglect the strategic benefits of an integrated approach
to facilities management. Work with business leaders to ensure that the strategic benefits are in
line with business expectations. Clients usually have a specific problem that they are trying to
solve when they begin the search for an IWMS platform, then build out their platform as time,
money and resources permit. You should be able to justify your IWMS investment for whichever
module you decide to implement first on its merit alone. While the ROI for any module should
be convincing, an examination of the longer-term benefits from deploying an integrated solution
will inform your facilities management strategy.
■ Ensure the vendors you are considering provide robust analytics that you can use to make more
informed space, real estate and capital planning decisions. Prioritize the analytics needed by
the business after agreeing these with business owners. For example, space utilization data —
information on how space is actually used, and by whom — allows you to design the types of
workspace people prefer.
■ Verify that any prospective IWMS solution integrates with other important applications (such as
HR, financial, BIM) that you rely on to run your business. Working with the enterprise
architecture team is recommended. Have the vendor describe its integration approach, cost and
Gartner, Inc. | G00326911 Page 23 of 26

24. time frame to deploy. Catalog other data sources that may need to feed information into the
IWMS platform such as spreadsheets and custom applications developed internally.
■ Confirm that any vendor you plan to use to manage your real estate operating lease portfolio
offers robust, accurate and automated functionality compliant with the changes to the
accounting rules. Work with your finance department to ensure this. Many lease obligations
extending past the 1 January 2019 effective date for public companies will need to be
capitalized.
■ Partner with facilities managers and corporate real estate colleagues to plan how technological
advancements in space utilization and maintenance management can support digital workplace
program objectives. Explore how technologies such as the IoT and AI can be used in
conjunction with the physical layout of the office to create an improved employee experience.
Acronym Key and Glossary Terms
AI artificial intelligence
BIM building information modeling
BMS building management system
CAD computer-aided design
CAFM computer-aided facilities management
CMMS computerized maintenance management system
EAM enterprise asset management
FASB Financial Accounting Standards Board
IASB International Accounting Standards Board
IoT Internet of Things
ITSM IT service management
IWMS integrated workplace management system
RFP request for proposal
SaaS software as a service
VPA virtual personal assistant
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25. Gartner Recommended Reading
Some documents may not be available as part of your current Gartner subscription.
“Predicts 2018: Digital Workplace Programs to Boost Digital Dexterity”
“Build Your ‘A Team’ to Lead Successful Digital Workplace Programs”
“Use the Internet of Things in Smart Buildings to Achieve Work-Life Ambience”
“Crafting Workspaces That Enhance the Employee Experience”
“Make Your Digital Workplace Employee-Friendly With These Six IoT Best Practices”
Evidence
1 2017 Gartner Digital Workplace Survey: Results are based on a Gartner consumer study
conducted to understand digital workers (including changes and trends in their sentiments and
expectations), explore worker engagement and examine workers' satisfaction with applications
provided by their organizations. The survey was conducted online from February to March 2017,
with 3,120 respondents in the U.S., Europe and Asia/Pacific. Participants were screened for full-time
employment by organizations with 100 or more employees, and had to use digital technology for
work purposes. Respondents' ages ranged from 18 years to 74 years. Quotas and weightings were
applied for age, gender, region and income, so that the results were representative of countries'
working populations.
2 “How Office Design Can Catalyze an Innovative Culture,” Brookings Institute.
Note 1 Representative Vendor Selection
The 12 vendors named in this Market Guide were selected because they offer functionality for all of
the five modules of an IWMS (as listed in the Market Description section of this report). They are the
vendors for which Gartner has received the most client interest (searches on gartner.com and
inquiry).
Gartner, Inc. | G00326911 Page 25 of 26

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