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NOT LICENSED FOR DISTRIBUTIONThe Forrester Wave : Cloud-Based DynamicCase Management, Q1 2018The 11 Providers That Matter Most And How They Stack Upby Craig Le ClairMarch 8, 2018Why Read This ReportKey TakeawaysIn our 23-criteria evaluation of cloud-baseddynamic case management (DCM) providers, weidentified the 11 most significant ones — AINS,Appian, bpm’online, DST Systems, Eccentex,Hyland, IBM, Newgen Software, OpenText,Pegasystems, and TIBCO Software — andresearched, analyzed, and scored them. Thisreport shows how each provider measures upand helps infrastructure and operations (I&O)professionals make the right choice.Appian, Pegasystems, IBM, And NewgenSoftware Lead The PackForrester’s research uncovered a market in whichAppian, Pegasystems, IBM, and Newgen Softwareare Leaders; bpm’online, TIBCO Software,OpenText, Hyland, DST Systems, and Eccentexoffer competitive options. AINS lags behind.I&O Pros Are Looking For Case Platforms ToSupport A Variety Of Use CasesThe DCM market is growing because more I&Oprofessionals see these solutions as a way toaddress their top challenges. The challengesresult from changes in the nature of work, whichis moving from production- and task-based toknowledge- and context-driven.Analytics, Information-Led Design, AndRuntime Evolution Are Key DifferentiatorsAs workflow and business process management(BPM) become outdated and less effective forless-structured work patterns, improved analyticsand information modeling will dictate whichproviders come out on top.forrester.com

For Infrastructure & Operations ProfessionalsThe Forrester Wave : Cloud-Based Dynamic Case Management,Q1 2018The 11 Providers That Matter Most And How They Stack Upby Craig Le Clairwith Glenn O’Donnell, Robert Perdoni, and Diane LynchMarch 8 2018Table Of ContentsRelated Research Documents2 Case Providers Respond To Cloud AndSpecialist CompetitionChoosing Between Specialist Solutions AndDynamic Case Management Platforms3 DCM Vendors Reduce Complexity AndImprove PackagingThe Forrester Wave : Dynamic CaseManagement, Q1 2016Products Improve Design, Rules, And UIDevelopmentEnterprises Look To Cloud-Based DCMPlatforms For More Than One Use Case5 Cloud-Based Dynamic Case ManagementEvaluation OverviewShare reports with colleagues.Enhance your membership withResearch Share.Evaluated Vendors And Inclusion Criteria8 Vendor ProfilesLeaders Excel At Analytics And SolutionAcceleratorsStrong Performers Attack The Market FromDifferent PerspectivesContenders Focus On Domains Or MarketSegments16 Supplemental MaterialForrester Research, Inc., 60 Acorn Park Drive, Cambridge, MA 02140 USA 1 617-613-6000 Fax: 1 617-613-5000 forrester.com 2018 Forrester Research, Inc. Opinions reflect judgment at the time and are subject to change. Forrester ,Technographics , Forrester Wave, TechRadar, and Total Economic Impact are trademarks of Forrester Research,Inc. All other trademarks are the property of their respective companies. Unauthorized copying or distributingis a violation of copyright law. Citations@forrester.com or 1 866-367-7378

For Infrastructure & Operations ProfessionalsMarch 8, 2018The Forrester Wave : Cloud-Based Dynamic Case Management, Q1 2018The 11 Providers That Matter Most And How They Stack UpCase Providers Respond To Cloud And Specialist CompetitionI&O pros now use multiple platforms to support a case management process. Domain-specific cloudslike Atlassian Jira, Salesforce, and ServiceNow; fit-to-purpose solution specialists; and a host ofoptions under the digital process automation (DPA) umbrella are now in the mix. Case managementplatform vendors have responded by extending solution frameworks and beefing up their own cloudcapabilities (see Figure 1). Forrester expects to see more confusion as the solution landscape expands.›› Established DPA platforms remain incumbents. DPA includes traditional BPM, DCM, and lowcode software support. BPM and DCM handle complex, long-running processes that requireextensive upfront modeling followed by long development and continuous improvement cycles.In the past two years, low-code platforms have emerged to allow a broader set of businessstakeholders to codify dozens, if not hundreds, of manual and lighter processes.›› Domain-specific cloud platforms are newer options. Improved flexibility of cloud platforms hasadded to case management options. However, domain-specific cloud platforms lack depth in rules,data, and process design and aren’t yet competitive with traditional DCM options; thus, we haven’tincluded them in this Forrester Wave evaluation. A senior enterprise architect told us: “Our CIOwants rapid deployment. We can easily build screens and flows to collect data in Jira, but we’reconcerned with not knowing the tipping point where deeper process support is needed.”›› Fit-to-purpose packaged app vendors, niche-case solutions, and SIs remain in play.Custom-developed solutions by systems integrators (SIs); packaged app vendors (e.g., MicrosoftDynamics, Oracle, and SAP internal process tooling); and niche-case solutions (e.g., legal mattermanagement) also support case management. We group these three options together under thefit-to-purpose category, as they share many strengths and weaknesses. Superior data integration,domain expertise, and reduced application switching are arguments for fit-to-purpose, even at thecost of less agility, custom code dependencies, and lack of case management frameworks.›› On-premises options stay in the mix. We asked providers in this evaluation to supply cloud-onlyreferences, reflecting a shift in enterprise demand. This approach eliminated some case solutionsthat are primarily on-premises (e.g., Kofax TotalAgility) but nevertheless remain strong caseoptions. In addition, several Microsoft-oriented solutions such as K2 and Nintex are viable for caseapplications, particularly in the Microsoft cloud environment. 2018 Forrester Research, Inc. Unauthorized copying or distributing is a violation of copyright law.Citations@forrester.com or 1 866-367-73782

For Infrastructure & Operations ProfessionalsMarch 8, 2018The Forrester Wave : Cloud-Based Dynamic Case Management, Q1 2018The 11 Providers That Matter Most And How They Stack UpFIGURE 1 Case Providers React To Competition From Domain-Specific Clouds And tNiche caseprovidersServiceNowDomain-specificcloud integratorsCognizantDPA is encroaching on domain-specificcloud and fit-to-purpose tyAppianBPMScaleandpowerDynamic ntexDigital processautomation(DPA)softwareGeneral-purposeDCM Vendors Reduce Complexity And Improve PackagingThe ability to build, use, deploy and change a case process continues to improve for the platformswe’ve evaluated, but there’s still work to do. Deployment options now offer public exchanges forpackaged use cases and diverse cloud options, keeping pace with enterprise software trends.Products Improve Design, Rules, And UI DevelopmentDCM solution platforms are tackling increasingly complex use cases. The ability to abstract complexitythrough information and task design models, English expression editors for rules, integrated UIdevelopment tooling, and preconfigured templates and frameworks is the essence of a quality DCMproduct. Our evaluation reveals: 2018 Forrester Research, Inc. Unauthorized copying or distributing is a violation of copyright law.Citations@forrester.com or 1 866-367-73783

For Infrastructure & Operations ProfessionalsMarch 8, 2018The Forrester Wave : Cloud-Based Dynamic Case Management, Q1 2018The 11 Providers That Matter Most And How They Stack Up›› The importance of data management. A DCM design can now combine information-ledmodeling with traditional process-based design mapping. Why the new balance? First, it’s easier tocommunicate with the business about information flows than with process maps. And second, theless structured the process, the more the information determines the next best step. In a true caseprocess, workflow tasks or microflows become guardrails that open and close case stages.1 Mostvendors can build relationships among business objects or entities. Vendors offering advancedways to visualize how information relates to a stage and the ability to support a drag-and-dropentity modeler within a state machine metaphor earned our highest ratings.›› Maturity in preconfigured templates, accelerators, and external communities. Eight of the 11vendors we evaluated are on a path to productize domain-specific accelerators. Some build casepatterns from scratch with BPM tools, but most allow reusability of process and object fragmentsorganized as templates to capture task steps, forms, rules, and data models that enterprises canreuse. The most advanced are prebuilt templates or frameworks for specific business processessuch as insurance onboarding, plus generic case patterns, available in a public app store, forinvestigations, service requests, and incident management.›› Stronger, but still diverse, rules management. Rules that drive state transitions now dominatecase solutions. Vendors have responded with more capable rules management, but complexity isstill a challenge. Most vendors have three types: rules that alter the UI and navigation, workflow/routing rules, and rules that affect information and context. The problem for enterprises is that ruleseach have their own configuration UI and are scattered across repositories, hampering centralizedmaintenance and governance.›› Improved, but still disjointed, UI development environments. A significant amount of effortgoes into building the case worker’s user interface. It’s common to expend 50% of all professionalservices in building a case solution. To help, vendors have UI development tools that design formsand position fields on a page. But these tools were designed before the mobile imperative, sovendors have introduced a third tool or framework set for mobile development. This is no surprise,but the diverse tool sets make for sometimes confusing and often expensive development.Some customers find it attractive to ignore the vendor tools completely and build in separateenvironments like Adobe AER or Angular JS forms.Enterprises Look To Cloud-Based DCM Platforms For More Than One Use CaseEnterprises want to develop skills — in particular, case platforms — and don’t want to allowproliferations of point solutions unless there’s compelling reason to do so.2 This has become moredifficult as risk reduction, scale, and control have shifted new case solutions to the cloud. From adeployment perspective, we see: 2018 Forrester Research, Inc. Unauthorized copying or distributing is a violation of copyright law.Citations@forrester.com or 1 866-367-73784