Gartner Research

Critical Capabilities for Case Management Frameworks

Published: 12 February 2014

ID: G00250141

Analyst(s): Rob Dunie , Kenneth Chin, Janelle Hill


Case management frameworks built on BPM suites offer an alternative to specialty applications and custom coding to help solution architects and business process directors implement case management solutions. We evaluate 11 providers against 11 critical capabilities, and across four use cases.

Table Of Contents

What You Need to Know


  • Introduction
  • Product Class Definition
  • Critical Capabilities Definition
    • Range of Content Types and Services
    • Range of Collaboration Services
    • Interoperates w/ External Services
    • Vertical and Horizontal Features
    • Provides Application Adapters
    • Role-Based User Experiences
    • Business-Role-Friendly Features
    • Broad Range of Case Orchestration
    • Proven in Large Deployments
    • Onramps and Offramps
    • Leverages Models for Adaptability
  • Use Cases
    • Overall
    • Investigative Cases
    • Service Request
    • Incident Management
    • Process to Decision
  • Inclusion Criteria
    • Vendors Considered but Not Included
  • Critical Capabilities Rating
    • Product Viability Rating
  • Vendors
    • Appian
    • Be Informed
    • BizFlow
    • EMC
    • IBM
    • Isis Papyrus
    • K2
    • Kofax
    • MicroPact
    • Newgen Software
    • Pegasystems

Critical Capabilities Methodology

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