The Forrester Wave - Dynamic Case Management Q1 2014

For: Enterprise
Architecture
Professionals
The Forrester Wave: Dynamic Case

Management, Q1 2014
by Craig Le Clair and Derek Miers, March 28, 2014
Key Takeaways
Advancing DCM Products Offer More To Businesses, Implementers, And
End Users
Opportunity for enterprises lies in unstructured pockets of work activity. Todays DCM
products give businesses more control over cost and goal management, implementers
a new information-first design approach, and end users the process flexibility they
desperately need.
Pegasystems, Be Informed, Kana, And IBM Lead The Pack
Forresters research uncovered a market in which Pegasystems, Be Informed, Kana,
and IBM lead the pack. Isis Papyrus, Appian, OpenText, EMC, Kofax, Whitestein
Technologies, DST Systems, Oracle, and Hyland offer highly competitive options.
Adaptive Capabilities Are Key Differentiators In The DCM Market
Forresters research ranked providers for both design time and runtime capabilities.
Strong design time case management emphasizes control over highly repeatable
processes. Strong runtime case management supports use cases where the ultimate
paths are highly variable.
Access The Forrester DCM Wave Model For Deeper Insight
Use the detailed Forrester Wave model to view every piece of data used to score
participating vendors and create a custom vendor shortlist. Access the report online and
download the Excel tool. Here, you can alter Forresters weightings to tailor the Forrester
Wave model to your specifications.
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Tel: +1 617.613.6000 | Fax: +1 617.613.5000 | www.forrester.com
For Enterprise Architecture Professionals
March 28, 2014
The Forrester Wave: Dynamic Case Management, Q1 2014

Design Time And Runtime Features Differentiate The Leaders
by Craig Le Clair and Derek Miers
with Alex Cullen and Julian Keenan
Why Read This Report

In Forresters 38-criteria evaluation of dynamic case management (DCM) vendors, we identified,
researched, analyzed, and scored the 13 most significant software providers Pegasystems, Be Informed,
Kana Software, IBM, Isis Papyrus, Appian, OpenText, EMC, Kofax, Whitestein Technologies, DST Systems,
Oracle, and Hyland Software. This research highlights emerging adaptive features that will help enterprises
tackle increasing volumes of varied and unstructured work. To do this we evaluated vendors in two
categories reflecting these new features: design time and runtime. Pegasystems, Be Informed, Kana, and
IBM were Leaders in overall capabilities with balanced strengths across both design time and runtime
capabilities. This report details our findings on how well each vendor fulfills our criteria and where it
stands in relation to other vendors in these categories to help enterprise architects select the right solution
to support launching and scaling enterprisewide DCM.
Table Of Contents
Notes & Resources
2 Our Dynamic Case Management Evaluation

Approach
Forrester conducted full-day lab-based

product evaluations in December 2013. We
also interviewed 15 vendors and 30 user
companies.
Design Time Case Management Emphasizes

And Delivers Control
Runtime Case Management Supports Use
Cases Where Work Is Highly Variable
Buyers Focus On Current Offerings, Future
Vision, And Strength Of Installed Base
Evaluated Vendors
6 Evaluation Analysis
13 Vendor Profiles
Leaders Emphasize Dynamic Capabilities
Related Research Documents

Knowledge Work Pushes Dynamic Case
Management Market
March 28, 2014
Smart Process Apps One Year Later
December 10, 2013
Dynamic Case Management An Old Idea
Catches New Fire
December 28, 2009
Strong Performers Emphasize Either Runtime Or

Design Time Capabilities
Contenders Emphasize A Strong Base Of
Customers
17 Supplemental Material
2014, Forrester Research, Inc. All rights reserved. Unauthorized reproduction is strictly prohibited. Information is based on best available
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purchase reprints of this document, please email clientsupport@forrester.com. For additional information, go to www.forrester.com.
Our Dynamic Case Management Evaluation Approach

To assess the state of the DCM market and see how the vendors stack up against each other,
Forrester evaluated the strengths and weaknesses of top DCM vendors. Our goal in this evaluation
was to highlight emerging adaptive features that will help enterprises tackle increasing volumes
of varied and unstructured work. To do this we have evaluated vendors in both design time and
runtime categories.1 As we do not, except in rare cases, recommend an enterprise purchase two
DCM platforms, we also provide an overall ranking.
Design Time Case Management Emphasizes And Delivers Control
Older process automation approaches, based on traditional production concepts with clearly
articulated paths, still drive most enterprises. Yet these approaches struggle to support the flexibility
required by emerging customer-centric activities. As jobs get smarter, enterprises have fewer skilled
resources that must tackle more varied and complex work. They require controlled yet adaptable
mechanisms to deliver better customer experiences and, at the same time, meet new demands from
regulators, auditors, and litigants. Design time case management:
Assumes 90% of what the user will do is designed ahead of time. Design time use cases tend
to be more production oriented. For example, consider exception management for financial
transactions. Case workers have some flexibility by adding new tasks or involving other users,
but the overall process flow is well defined and repeats often. Criteria critical for design time
use cases emphasize the development environment and production case management criteria.
Is controlled and auditable. Traditional business process management (BPM)
implementations tend to lock users within a set of screens and forms. When context and
exceptions become complex, work gets stuck. The only avenue is to break out of the prescribed
process into email, sticky notes, spreadsheets, and phone calls. Standardization, control,
transparency, and auditing are largely lost for these out of process activities. Criteria critical
for design time use cases maintains work within case process boundaries.
Provides pre-defined and controlled mechanisms to handle variation. Case context can
vary considerably, so employees need ways of changing how cases are handled, using their
skills and expertise. But design time, as opposed to runtime, wants to limit or control that
flexibility. Simple task reassignment is one such facility, but products also include the ability to
dynamically select predefined tasks or associate new process fragments at runtime. In addition,
design time DCM platforms must have strong integration to underlying data and systems,
delivering information to the case worker progressively and in context for each state. As the
context for a given state changes, strong design time DCM products capture documents and
events and update the work, potentially kicking off other process fragments or firing contextspecific business rules.
2014, Forrester Research, Inc. Reproduction Prohibited
March 28, 2014
Runtime Case Management Supports Use Cases Where Work Is Highly Variable
Creative and unpredictable work efforts still retain structure. Even Jackson Pollock, the prominent
abstract painter, needed to select the right canvas, choose a floor location, select which paint
cans to drip, and determine the best order. The opportunity for enterprises today lies in similar
unstructured pockets of activity, where exceptional service thrives, as does high costs and risks to
the business. Runtime case management:
Allows behavior to evolve during a running process. These approaches allow users to meet
emergent requirements and independently add features as they need them. The end user can
create tasks, add users to the process, alter business rules, and collaborate with peers in real
time. These emergent approaches take the pressure off designing all capabilities ahead of time,
minimizing upfront process discovery, relying on flexibility in the platform to handle exceptions.
Supports an increasing volume of knowledge work. There are now far fewer production
workers, such as those that perform repetitive tasks like data entry and responding to simple
information requests. Relentless offshoring, automation, and customer self-service are slowly
eliminating the need for these types of workers. We consistently hear feedback, such as Today,
70% of our inquiries are handled by self-service [interactive voice response, Web, or mobile]
with only 30% ever getting to our call center. Unfortunately, the number of agents we need
has not decreased due to how complex these calls are. (VP of workforce planning, major
telecommunications company)
Supports flatter organizations and the projected increase in unstructured work patterns.
Process management is changing. Current process approaches supported by traditional BPM

and typical process models are too complicated to design with the business. They tend to
reflect an antiquated organizational hierarchy that is becoming obsolete.2 Flat organizations use
information sharing tools that change the nature of work, lead to more unstructured peer-topeer communication, and make the combination of tasks and information context central to
process outcomes.
Provides a strong goal versus task orientation. Trends in performance management stress
the importance of metrics that allow automated measurement against tactical goals. Moreover,
the business wants to map operational goals to financial and strategic objectives across the
enterprise.3 In addition, leading organizations are managing performance with goals that span
functional and organizational processes metrics that map to the customer or business value.
With modern DCM platforms, a business can now design a process based on goals with less
dependence on specific task completion. Several providers have built strong constructs for
goal management allowing goals to link to pre-conditions and rules, alongside traditional task
completion.
March 28, 2014
Buyers Focus On Current Offerings, Future Vision, And Strength Of Installed Base
As a buyer considering DCM offerings, you have a diverse range of solution providers to choose
from. For this report, Forrester used a comprehensive set of case-management-specific evaluation
criteria to compare DCM solutions vendors. Forrester also examined past research, user needs
assessments, and vendor and expert interviews. We organized the criteria for this Forrester Wave
evaluation into three high-level categories:
Current offerings. We looked at the strength of the vendors products across a wide spectrum
of DCM capabilities. We evaluated the products architecture, its support for case phases/
milestones, service-level agreement (SLAs), deadlines and dependencies, sophisticated
organizational models, deployment options, event handling, and the overall execution approach.
We also looked at support for analytics, ease of user interface development, and enterprise
content management (ECM) capabilities.
Strategy. We looked at the strength of each vendors product strategy and vision, and how it
intends to support increasingly complex customer requirements. We also explored the go-tomarket strategy for each vendor, assessing its degree of focus on DCM needs.
Market presence. We gauged the size of the vendors customer base and evaluated the depth of
human and financial resources available to enhance its products and serve customers. Market
presence in this report reflects the relative importance of each DCM solution vendor within the
overall DCM solutions market.
Evaluated Vendors
Forrester included 13 vendors in the assessment. Each vendor has met four main criteria for
inclusion in this Forrester Wave evaluation (see Figure 1):
They are often discussed in client inquiries and appear on client vendor selection shortlists.
Their solutions are widely applicable to use cases across three main case management categories:
investigative, incident management, and service requests, which demonstrate a horizontal case
management platform.
They demonstrate innovative approaches to dynamic case management.

Their solutions include significant proprietary capabilities in key areas of technology for
dynamic case management for example, BPM, ECM, social technologies, and analytics.
March 28, 2014
Figure 1 Evaluated Vendors: Product Information And Selection Criteria

Product version
evaluated
Version
release date
7.3
October 2013
4.2.4
October 2013
Vendor
Product evaluated
Appian
Appian BPM Suite
Be Informed
Be Informed Business Process

Platform
DST Systems
AWD10
EMC
EMC Documentum xCP
2.1
February 2014
Hyland
OnBase
13
July 2013
IBM
IBM Case Manager
5.2
October 2013
Isis Papyrus
Papyrus Platform (including

Framework Solution for ACM)
7.1
September 2013
Kana
Kana Enterprise
13
April 2013
Kofax
Kofax TotalAgility
October 2013
OpenText
OpenText Cordys
OpenText BPM Everywhere
OpenText Process Intelligence
OpenText Cordys Process
Component Library
Oracle
Oracle BPM Suite 11g
Pegasystems
Pega Dynamic Case Management
Whitestein
Technologies
Living Systems Process Suite
4.3
10.5
managerView 3.1
June 2013
October 2013
May 2013
November 2012
November 2013
11.1.1.7
April 2013
July 2013
2.7
October 2013
Inclusion criteria
Vendors are often discussed in client inquiries and appear on client vendor selection shortlists.
Their solutions are widely applicable to use cases across three main case management categories:
investigative, incident management, and service requests, which demonstrate a horizontal case
management platform.
They demonstrate innovative approaches to dynamic case management.
Their solutions include significant proprietary capabilities in key areas of technology for dynamic case
management for example, BPM, ECM, social technologies, and analytics.
Source: Forrester Research, Inc.
March 28, 2014
Evaluation Analysis
Our goal in this evaluation is to highlight emerging adaptive features that will help enterprises
tackle increasing volumes of varied and unstructured work. To do this we have rated vendors in
both design time and runtime categories.4 All providers have both design time and runtime features.
Yet, market focus, product features, and architectures make some products more adaptive, while
others stronger for use cases where adaptation is less important than control. To be clear:
Strong design time case management emphasizes and delivers control. This capability
assumes that 90% or more of what the user will do is developed, tested, and deployed prior to
user getting started. Case workers have less flexibility, e.g., adding new tasks or involving other
users, and the overall process flow is well defined and more repeatable. Criteria supporting
design time were weighted more highly in this ranking including the development environment
and production case management criteria. These use cases tend to be more production oriented;
for example, managing exceptions for financial transactions (see Figure 2).
Strong runtime case management support use cases where work is highly variable. The case
unfolds over time is far less predictable. The case view is altered by user actions and system
events, with users who are able to add tasks, processes, and participants on the fly at the point of
need. Criteria supporting runtime case management were weighted more highly in this ranking,
including user-centered design, runtime evolution, support for goals, and data management
(see Figure 3).
Since we do not believe an enterprise should choose two DCM platforms, we have also included an
overall ranking that provides a more balanced weighting across both runtime and design time (see
Figure 4). We intend this evaluation of the dynamic case management market as a starting point
only. We strongly encourage readers to view detailed product evaluations and then extend the list of
vendors, and to include some of these criteria, or adapt the criteria weightings, to fit their individual
needs through the Forrester Wave Excel-based vendor comparison tool.
March 28, 2014
Figure 2 Forrester Wave: Dynamic Case Management: Design Time Capabilities, Q1 14

Risky
Bets
Contenders
Strong
Performers
Leaders
Strong
Be Informed
Appian
Whitestein Technologies
OpenText
Oracle
Hyland
Pegasystems
IBM
Kana
EMC
Isis Papyrus
DST Systems
Kofax
Current
offering
Go to Forrester.com to
download the Forrester
Wave tool for more
detailed product
evaluations, feature
comparisons, and
customizable rankings.
Market presence
Weak
Weak
Strategy
Strong
March 28, 2014
Forresters
Weighting
Appian
Be Informed
DST Systems
EMC
Hyland
IBM
Isis Papyrus
Kana
Kofax
OpenText
Oracle
Pegasystems
Figure 2 Forrester Wave: Dynamic Case Management: Design Time Capabilities, Q1 14 (Cont.)
CURRENT OFFERING
Architecture
Content management
Analytics
User interface
Deployment
Design time
Runtime
50%
15%
10%
10%
15%
5%
40%
5%
3.68
3.40
2.40
3.30
4.85
4.67
3.75
2.75
3.88
4.30
3.20
2.50
2.90
3.66
4.75
3.00
3.04
2.55
2.80
2.30
3.00
2.66
3.75
1.25
3.55
3.30
3.80
4.00
3.35
2.66
3.75
2.75
3.09
2.10
3.20
2.80
3.20
2.34
3.75
1.50
3.87
3.40
3.80
3.50
4.70
3.67
4.00
2.75
3.43
3.20
4.20
4.40
2.50
4.01
3.25
4.25
3.76
3.85
3.20
4.10
3.75
3.32
4.00
2.50
2.72
2.75
2.40
2.80
2.25
2.99
3.00
2.00
3.53
3.40
3.20
3.00
3.00
4.34
4.00
2.75
3.31
3.20
2.80
3.00
3.50
2.67
3.75
1.75
3.91
4.25
2.00
3.40
3.00
4.34
4.75
3.25
3.54
3.85
3.20
2.30
2.40
2.00
4.50
3.00
STRATEGY
Product strategy
DCM go-to-market
strategy
Product cost
50%
50%
50%
3.00 3.50 3.00 3.00 2.50 3.50 3.00 3.50 3.50 3.00 2.50 4.00 3.00
3.00 3.00 2.00 3.00 2.00 4.00 4.00 3.00 3.00 3.00 2.00 4.00 4.00
3.00 4.00 4.00 3.00 3.00 3.00 2.00 4.00 4.00 3.00 3.00 4.00 2.00
0%
0.00 0.00 0.00 0.00 0.00 0.00 0.00 0.00 0.00 0.00 0.00 0.00 0.00
MARKET PRESENCE
This versions
installed base
This products
installed base
Revenue
0%
34%
3.00 1.67 2.67 3.34 2.67 4.00 2.00 2.33 2.33 2.34 2.67 3.99 1.33
3.00 2.00 3.00 4.00 3.00 4.00 2.00 2.00 2.00 3.00 3.00 3.00 1.00
33%
3.00 1.00 2.00 3.00 2.00 4.00 2.00 2.00 3.00 2.00 2.00 4.00 1.00
33%
3.00 2.00 3.00 3.00 3.00 4.00 2.00 3.00 2.00 2.00 3.00 5.00 2.00
All scores are based on a scale of 0 (weak) to 5 (strong).

March 28, 2014
Figure 3 Forrester Wave: Dynamic Case Management: Runtime Capabilities, Q1 14

Risky
Bets
Contenders
Strong
Performers
Leaders
Strong
Isis Papyrus
Be Informed
Pegasystems
Appian
EMC
OpenText
Current
offering
Oracle
Hyland
Kana
IBM
Wave tool for more
detailed product
comparisons, and
Kofax
DST Systems
Market presence
Weak
Weak
Strategy
Strong
March 28, 2014
10
Forresters
Weighting
Appian
Be Informed
DST Systems
EMC
Hyland
IBM
Isis Papyrus
Kana
Kofax
OpenText
Oracle
Pegasystems
Figure 3 Forrester Wave: Dynamic Case Management: Runtime Capabilities, Q1 14 (Cont.)
CURRENT OFFERING
Architecture
Content management
Analytics
User interface
Deployment
Design time
Runtime
50%
15%
10%
10%
15%
5%
5%
40%
3.33
3.45
2.40
3.30
4.85
4.67
3.25
2.80
3.49
4.30
3.20
2.50
2.90
3.66
4.25
3.60
2.08
2.55
2.80
2.30
3.00
2.66
3.25
1.10
3.24
3.35
3.80
4.00
3.35
2.66
3.25
2.90
2.19
2.10
3.20
2.80
3.20
2.34
3.25
1.30
3.28
3.35
3.80
3.50
4.70
3.67
4.00
2.40
3.94
3.15
4.20
4.40
2.50
4.01
3.75
4.60
3.07
3.80
3.20
4.10
3.75
3.32
4.00
2.10
2.55
2.65
2.40
2.80
2.25
2.99
3.00
2.50
2.92
3.40
3.20
3.00
3.00
4.34
4.00
2.30
2.41
3.25
2.80
3.00
3.50
2.67
3.25
1.30
3.30
4.25
2.00
3.40
3.00
4.34
4.25
3.10
3.06
3.95
3.20
2.30
2.40
2.00
3.50
3.20
STRATEGY
Product strategy
DCM go-to-market
strategy
Product cost
50%
50%
50%
3.00 3.50 3.00 3.00 2.50 3.50 3.00 3.50 3.50 3.00 2.50 4.00 3.00
3.00 3.00 2.00 3.00 2.00 4.00 4.00 3.00 3.00 3.00 2.00 4.00 4.00
3.00 4.00 4.00 3.00 3.00 3.00 2.00 4.00 4.00 3.00 3.00 4.00 2.00
0%
0.00 0.00 0.00 0.00 0.00 0.00 0.00 0.00 0.00 0.00 0.00 0.00 0.00
MARKET PRESENCE
This versions
installed base
This products
installed base
Revenue
0%
34%
3.00 1.67 2.67 3.34 2.67 4.00 2.00 2.33 2.33 2.34 2.67 3.99 1.33
3.00 2.00 3.00 4.00 3.00 4.00 2.00 2.00 2.00 3.00 3.00 3.00 1.00
33%
3.00 1.00 2.00 3.00 2.00 4.00 2.00 2.00 3.00 2.00 2.00 4.00 1.00
33%
3.00 2.00 3.00 3.00 3.00 4.00 2.00 3.00 2.00 2.00 3.00 5.00 2.00

March 28, 2014
11
Figure 4 Forrester Wave: Dynamic Case Management: Overall Capabilities, Q1 14

Risky
Bets
Contenders
Strong
Performers
Leaders
Strong
Isis Papyrus
Appian
OpenText
EMC
Oracle
Current
offering
Hyland
IBM
Kana
Pegasystems
Be Informed
Wave tool for more
detailed product
comparisons, and
Kofax
DST Systems
Market presence
Weak
Weak
Strategy
Strong
March 28, 2014
12
Forresters
Weighting
Appian
Be Informed
DST Systems
EMC
Hyland
IBM
Isis Papyrus
Kana
Kofax
OpenText
Oracle
Pegasystems
Figure 4 Forrester Wave: Dynamic Case Management: Overall Capabilities, Q1 14 (Cont.)
CURRENT OFFERING
Architecture
Content management
Analytics
User interface
Deployment
Design time
Runtime
50%
25%
10%
10%
15%
15%
10%
15%
3.59
3.30
2.40
3.30
4.85
4.67
3.50
2.75
3.52
4.25
3.20
2.50
2.90
3.66
4.50
3.00
2.53
2.55
2.80
2.30
3.00
2.66
3.50
1.25
3.31
3.45
3.80
4.00
3.35
2.66
3.50
2.75
2.53
2.10
3.20
2.80
3.20
2.34
3.50
1.50
3.69
3.55
3.80
3.50
4.70
3.67
4.00
2.75
3.61
3.15
4.20
4.40
2.50
4.01
3.50
4.25
3.50
3.75
3.20
4.10
3.75
3.32
4.00
2.50
2.62
2.85
2.40
2.80
2.25
2.99
3.00
2.00
3.38
3.40
3.20
3.00
3.00
4.34
4.00
2.75
2.91
3.15
2.80
3.00
3.50
2.67
3.50
1.75
3.68
4.40
2.00
3.40
3.00
4.34
4.50
3.25
2.99
3.70
3.20
2.30
2.40
2.00
4.00
3.00
STRATEGY
Product strategy
DCM go-to-market
Strategy
Product cost
50% 3.00 3.50 3.00 3.00 2.50 3.50 3.00 3.50 3.50 3.00 2.50 4.00 3.00
50% 3.00 3.00 2.00 3.00 2.00 4.00 4.00 3.00 3.00 3.00 2.00 4.00 4.00
50% 3.00 4.00 4.00 3.00 3.00 3.00 2.00 4.00 4.00 3.00 3.00 4.00 2.00
MARKET PRESENCE
Installed base
This version
Installed base
This product
Revenue
0% 3.00 1.67 2.67 3.34 2.67 4.00 2.00 2.33 2.33 2.34 2.67 3.99 1.33
34% 3.00 2.00 3.00 4.00 3.00 4.00 2.00 2.00 2.00 3.00 3.00 3.00 1.00
0% 0.00 0.00 0.00 0.00 0.00 0.00 0.00 0.00 0.00 0.00 0.00 0.00 0.00
33% 3.00 1.00 2.00 3.00 2.00 4.00 2.00 2.00 3.00 2.00 2.00 4.00 1.00
33% 3.00 2.00 3.00 3.00 3.00 4.00 2.00 3.00 2.00 2.00 3.00 5.00 2.00

March 28, 2014
13
Vendor Profiles
Leaders Emphasize Dynamic Capabilities
Leaders had to provide a strong balance across both runtime and design time criteria, as well as
show a strong product and go-to-market strategy. The combination of advanced R&D, vision, and
market execution was achieved by this group. The Leaders are:
Pegasystems leads in both design time and runtime rankings. Pegasystems, now at over
$500 million in revenue, continues to strengthen its core platform to quietly become the
dominant DCM provider. It was a Leader in overall capabilities and in both design time
and runtime views. Indeed, DCM has become a priority for the vendor as it provides agility
for the packaged and legacy environment though advanced rules- and cased-based support.
Pegasystems is particularly strong for the service request area, especially with the addition
of predictive analytics from the Chordiant acquisition. Innovation continues. The product
road map will explore archiving process data in a Hadoop environment to accommodate
the bigness of accumulated process data to dynamically detect and drive next best action.
The underlying rules capability of its engine enables the incremental automation of the case
flow. Pegasystems is working to unify and generalize development interface and simplify
implementations. Large blue chip customers continue to be the mainstay. A stronger small and
medium business (SMB) offering will serve as a strong defense measure.
IBM will drive leadership in analytics in the dynamic case management market. The
5.2. version of advanced case management (ACM) focuses on providing value through the
content lens and is deeply ingrained in the flagship P8 platform, which is now the add-on of
previous versions and the repository for all case artifacts. With over 4,000 P8 customers, this
is a winning approach and Forrester estimates that IBM has over 200 DCM customers already.
Overall this release shows welcome technology consolidation, including a stronger UI design
that is more organized around the folder and content repository with a just what you need
approach for analytics and business rules that departs from embedding the complete and
more complex stacks in the product. Previous versions had too many diverse tool sets to keep
coordinated and for users to learn. Strategically, its strong partnership ecosystem will help
drive the horizontal platform deep into industry solutions across all DCM use case segments.
Be Informed is one of the top design time and runtime products. The product benefits from a
very strong modeling architecture along with well-articulated constructs throughout for project
implementation and goal setting. For example, the Netherlands immigration service can change
citizen goals easily, with the ability to immediately alter context and case. Event management,
service-level agreements (SLA), milestones, and deadline management are all best-in-class. A
portfolio of solution frameworks is developing and includes government sector solutions for
permitting, tax, benefit, and public safety and security. Financial services sector solutions include
life and pensions, claims handling processing, governance risk and compliance, and sales and
advice. Recently, Be Informed restructured to separate the consulting and product divisions.
March 28, 2014
14
Kana Enterprise brings knowledge management to a new level. During our evaluation,
Verint Systems bought Kana to add a customer experience depth to its information and
analytics business.5 The underlying Ciboodle product, now called Kana Enterprise, is
perceived to be the jewel within the collection of purchased Kana businesses. The product
has significantly improved from 2011. The business administrative interface is a wellpackaged design environment that can be used by a business analyst with a second additional
technical environment for IT. The data/records view, which allows case workers to operate
independently of the running case, and the wizard for setting up case actions are best in class.
Overall, the focus on knowledge management use cases for customer services (supporting
the full Kana portfolio) will create a clear and valuable road map for the product. Kana
could improve implementation of social and mobile functionality, e.g., representational state
transfers (REST) for outgoing mobile support, and needs stronger reach to engage more global
system integrators (SIs). Some of the underlying analytics could be more effectively leveraged
in the product.
Strong Performers Emphasize Either Runtime Or Design Time Capabilities

Strong Performers are a diverse group but are similar to Leaders in providing very strong DCM
support across all categories. Overall, they tended to excel in either design time, with more controlled
processes, or runtime, by showing innovation in emerging runtime features. The Strong Performers are:
Isis Papyrus drives adaptive innovation in the DCM market. Isis Papyrus, a European
provider was a Leader in The Forrester Wave: Document Output For Customer
Communications Management, Q1 2014.6 Similar to Pegasystems, Isis is a powerful
development platform that can be targeted at a number of process problems. It is a Strong
Performer overall but a standout Leader in the runtime tool weighting. The strong ranking
stems from the flexibility of its platform for runtime behavior and the emphasis on business
terminology and goal orientation. Goals represent outcomes in the product and, unlike tasks
which are more tactical, form the looser case construction required for knowledge work.
Recent innovations include a patent for a user trained agent (UTA) and a capability that
looks at how work is happening and provides recommendations and training based on the
latest knowledge gained in case handling. Forrester would like to see greater extension of the
product toward specific process domains through partnership and packaging.
Appian provides a strong integrated offering. Appian provides a modern case platform with
strong native mobile capabilities with offline support coming, as well as an enhanced social
interface to improve case awareness and context. New to this review, Appian features stronger
data navigation, discovery, and management capabilities via the records functions, and
refreshed analytics that adjust in real-time. Improved design interfaces and continued end-user
UI improvements will soften some of the complex edges still in the product. Overall, Appian
delivers one of the stronger integrated suite solutions available as an on-premises or softwareas-as-service (SaaS)-based solution.
March 28, 2014
15
OpenText will go forward with Cordys. OpenText has over 10 workflow products, such
as veterans like Gauss, warhorses like Content Server 10, and at least three web content
management (WCM) packages. But for BPM, there were only three serious platforms all
acquired in the last two years Global 360, Metastorm, and, more recently, Cordys. Forrester
agrees with the selection of Cordys as the go-forward DCM platform due to its advanced cloud
support, service-oriented architecture (SOA) construction, strong rules orientation, and the
strength of its underlying architecture. The adaptive components and libraries come from
the Assure Platform, an acquisition from ICCM Solutions.7 This provides process component
libraries that can be selected at runtime as well as supports for next best action analytics
though table configuration, or integration to external predictive analytics capabilities. Strong
embedded dashboards make for an integrated case view. Social is currently embedded in the
DCM Assure layer, but not in Cordys itself.
EMC brings together a rich collection of dynamic case management technologies. EMC
xCP 2.0 was a brand new product in November 2012 and remains a strong choice for building
apps on Documentum with two very capable bookends a best-in-class capture solution
and a leading customer communications management (CCM) product.8 Previous versions
had a number of development environments that needed to be mastered, such as UI, process,
and data connections. However, the rewritten, eclipsed-based tooling improves coordination
of underlying design environments, i.e., there is now a single design tool for information
modeling, reporting, system connections, and process modeling. It provides most of what you
need except templates designed in the CCM tool. In addition, the 1.0 version was folder- and
process-centric while 2.1 uses the content server a complete, object-oriented repository for all
case data, except analytics, allowing for an improved information view with enhanced data
modeling. Like most advanced products, it is moving away from a dedicated dashboard view
and moving toward integrating analytics into the case view.
Kofax enhances analytics and social. Kofax now has all the pieces with a rewritten 7.0
release that shows improved unification with overall process assets, integration with Altosofts
business intelligence (BI) product, and soon-to-be embedded Kapow Software for data
integration (essentially synthetic APIs). Its reviewed platform highlighted browser-based
interfaces, which deemphasize Silverlight. Stronger case constructs for goal-driven adaptive
behavior will advance the product further. Particularly relevant for Microsoft shops, Total Agility
leverages Microsoft Office, Dynamics/customer relationship management (CRM), SharePoint,
and Office Communication Server (OCS) and is a strong platform for targeted smart process
apps that will benefit from traditional Kofax strengths in capture and content analytics.
Whitestein Technologies provides the strongest goal-oriented framework. Headquartered
in Switzerland and a growing company, with 135 staff, Whitestein began supporting real-time
logistics applications. Since 2007, it has focused on BPM to build model-driven application.
Leveraging a number of open-source components and the business process modeling
March 28, 2014
16
notation (BPMN) standard, the product is now tackling complex applications. It has the
strongest goal-oriented execution engine where goals are separately mapped to activities and
process instances. Goals have three states belief, desire, and intention that then serve
model views for organization roles, data, and activities, all managed as independent libraries.
Execution is through distributed agents as opposed to a static single engine. Advanced
constructs for goal-driven case execution will develop over time as unstructured work patterns
accelerate. The eclipse-based environment, while flexible, may be considered too complex for
some applications.
DST Systems enters the DCM fray. Hundreds of clients have been using AWD for production
use cases for two decades. The latest release of AWD10, available in June of 2013, represents
an expansion in the offering to support a more unstructured, unpredictable work that is
increasingly common and extremely valuable within its client organizations. There are
currently around 80 clients using the AWD10 in this regard. Overall strength, particularly for
design time, stems from deep financial and healthcare expertise which will surface in smart
process apps over time. Clients also gravitate toward the stability and scale of a company
executing at a high volume for critical financial applications. Stronger out-of-the-box mobile
functionality, primitives that reflect goal orientation, stronger runtime capabilities, and
integration of recently acquired analytics will strengthen the base.
Oracle shows strong improvement and the potential of analytics. Oracle continues to
improve the core product capabilities, e.g., rules, process, data, and UI generation as well
as enhance a DCM SaaS offering. Oracles strategy has been horizontal to this point (i.e., to
provide a comprehensive and unified process management platform that spans all process
types). Oracle has an improved business-oriented modeling capability within BPM Composer
that supports adaptive case design and patterns. Overall, the product will leverage strong
BPM, DCM, ECM, and collaboration platforms. However, predictive analytics if well
integrated could propel Oracle to DCM leadership by leveraging Oracle R Enterprise, RealTime Decisions (RTD), and BI. Oracle would benefit from more directed case solutions and
frameworks that enable customers to create new solutions and building blocks, particularly
when targeted at core packaged applications and industry solutions.
Contenders Emphasize A Strong Base Of Customers

Hyland is the lone Contender and a recent entry in the DCM market. Given its strong customer
base, solid product foundation, and well supported distribution channels, we expect DCM to be a
significant growth area for the company. Mostly we like:
Hylands straightforward approach to DCM market. Building a case-based solution in
Hyland stays with the simple, menu driven, point-and-click configuration that has served it
well in the content management market. Case components such as entities/data definitions,
March 28, 2014
17
filters, user interfaces, processes, business rules, and automated tasks are built with the same
UI constructs but live within separate design tools. Strong components for DCM are within
the platforms. Better visualization tools for designers (e.g., entity relationships), case workers,
and milestone case views, will advance the product as well as enhanced delivery of mobile
apps, analytics, and integration with external data stores.
Supplemental Material
Online Resource
The online versions of Figures 2, 3, and 4 are Excel-based vendor comparison tools that provide
detailed product evaluations and customizable rankings.
Data Sources Used In This Forrester Wave
Forrester used a combination of three data sources to assess the strengths and weaknesses of each
solution:
Hands-on lab evaluations. Vendors spent one day with a team of analysts who performed a
hands-on evaluation of the product using a scenario-based testing methodology. We evaluated

each product using the same scenario(s), creating a level playing field by evaluating every
product on the same criteria.
Product demos. We asked vendors to conduct demonstrations of their products functionality. We
used findings from these product demos to validate details of each vendors product capabilities.
Customer reference calls. To validate product and vendor qualifications, Forrester also
conducted reference calls with two of each vendors current customers.
The Forrester Wave Methodology

We conduct primary research to develop a list of vendors that meet our criteria to be evaluated
in this market. From that initial pool of vendors, we then narrow our final list. We choose these
vendors based on: 1) product fit; 2) customer success; and 3) Forrester client demand. We eliminate
vendors that have limited customer references and products that dont fit the scope of our evaluation.
After examining past research, user need assessments, and vendor and expert interviews, we develop
the initial evaluation criteria. To evaluate the vendors and their products against our set of criteria,
we gather details of product qualifications through a combination of lab evaluations, questionnaires,
demos, and/or discussions with client references. We send evaluations to the vendors for their
review, and we adjust the evaluations to provide the most accurate view of vendor offerings and
strategies.
March 28, 2014
18
We set default weightings to reflect our analysis of the needs of large user companies and/or other
scenarios as outlined in the Forrester Wave document and then score the vendors based on a
clearly defined scale. These default weightings are intended only as a starting point, and we encourage
readers to adapt the weightings to fit their individual needs through the Excel-based tool. The final
scores generate the graphical depiction of the market based on current offering, strategy, and market
presence. Forrester intends to update vendor evaluations regularly as product capabilities and vendor
strategies evolve. For more information on the methodology that every Forrester Wave follows, go to
http://www.forrester.com/marketing/policies/forrester-wave-methodology.html.
Integrity Policy
All of Forresters research, including Forrester Waves, is conducted according to our Integrity Policy.
For more information, go to http://www.forrester.com/marketing/policies/integrity-policy.html.
Endnotes
For more information, see the September 28, 2011, Dynamic Case Management: Definitely Not Your Dads
Old-School Workflow/Imaging System report.
Top performing enterprises are flattening out their organizations, removing layers of management,
and taking advantage of social and collaboration tools to outperform peers. Forrester has termed this
Knowledge Dissemination and is one of our 10 dimensions for the agile enterprise. To review performance
gaps between high and low performing companies related to Knowledge Dissemination, see the November
12, 2013, Business Agility Drives Higher Performance report.
Forrester suggests four categories of performance metrics productivity, quality, agility, and customer.
For a review of this framework and to see the most common performance goals for each, please see the
September 21, 2012, BPM Projects Show Good But Varied Performance report.
For more information about these categories, see the September 28, 2011, Dynamic Case Management:
Definitely Not Your Dads Old-School Workflow/Imaging System report.
In January of 2014, Verint Systems announced it will acquire Kana Software, a provider of customer service
solutions to extend Verints Actionable Intelligence strategy and to help transform customer engagement.
To assess the state of the document output for the customer communications market and see how the
vendors stack up against each other, Forrester evaluated the strengths and weaknesses of top document
output for customer center management (DOCCM) vendors. After examining past research, user-need
assessments, and vendor and expert interviews, we developed a comprehensive set of evaluation criteria.
We evaluated vendors against approximately 26 criteria. See the January 8, 2014, The Forrester Wave:
Document Output For Customer Communications Management, Q1 2014 report.
OpenText acquired ICCM on August 1, 2013.
For more information, see the August 15, 2012, The Forrester Wave: Multichannel Capture, Q3
2012 report and see the January 8, 2014, The Forrester Wave: Document Output For Customer
Communications Management, Q1 2014 report.
March 28, 2014
About Forrester
A global research and advisory firm, Forrester inspires leaders,
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The Forrester Wave: Dynamic Case Management, Q1 2014

Why Read This Report

Notes & Resources

2 Our Dynamic Case Management Evaluation

Forrester conducted full-day lab-based

Design Time Case Management Emphasizes

Related Research Documents

Strong Performers Emphasize Either Runtime Or

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Our Dynamic Case Management Evaluation Approach

Is controlled and auditable. Traditional business process management (BPM)

2014, Forrester Research, Inc. Reproduction Prohibited

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Process management is changing. Current process approaches supported by traditional BPM

2014, Forrester Research, Inc. Reproduction Prohibited

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They demonstrate innovative approaches to dynamic case management.

2014, Forrester Research, Inc. Reproduction Prohibited

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Figure 1 Evaluated Vendors: Product Information And Selection Criteria

Appian BPM Suite

Be Informed Business Process

EMC Documentum xCP

IBM Case Manager

Papyrus Platform (including

Oracle BPM Suite 11g

Pega Dynamic Case Management

Living Systems Process Suite

2014, Forrester Research, Inc. Reproduction Prohibited

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The Forrester Wave: Dynamic Case Management, Q1 2014

2014, Forrester Research, Inc. Reproduction Prohibited

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The Forrester Wave: Dynamic Case Management, Q1 2014

Figure 2 Forrester Wave: Dynamic Case Management: Design Time Capabilities, Q1 14

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The Forrester Wave: Dynamic Case Management, Q1 2014

All scores are based on a scale of 0 (weak) to 5 (strong).

2014, Forrester Research, Inc. Reproduction Prohibited

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The Forrester Wave: Dynamic Case Management, Q1 2014

Figure 3 Forrester Wave: Dynamic Case Management: Runtime Capabilities, Q1 14

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Figure 3 Forrester Wave: Dynamic Case Management: Runtime Capabilities, Q1 14 (Cont.)