MarketScope for Enterprise Records Management

Transcription

1 Research Publication Date: 23 August 2010 ID Number: G MarketScope for Enterprise Kenneth Chin As more organizations implement enterprise records management to address their compliance and e-discovery requirements, choosing the right solution to meet their needs is imperative. management solutions need to support the expanding diversity of content types and their locations. Reproduction and distribution of this publication in any form without prior written permission is forbidden. The information contained herein has been obtained from sources believed to be reliable. Gartner disclaims all warranties as to the accuracy, completeness or adequacy of such information. Although Gartner's research may discuss legal issues related to the information technology business, Gartner does not provide legal advice or services and its research should not be construed or used as such. Gartner shall have no liability for errors, omissions or inadequacies in the information contained herein or for interpretations thereof. The opinions expressed herein are subject to change without notice.

2 WHAT YOU NEED TO KNOW management is an important initiative for many organizations as government regulations, changes to the rules governing legal discovery, and freedom of information legislation in different countries make their impact felt. Demand for records management solutions continues to grow, as this technology is essential for an organization to implement effectively an enterprisewide records management program. However, adoption is slowed as organizations face several challenges, including: (1) lack of commitment from the business; (2) the relatively long time horizon for deployment; and (3) the sheer difficulty of the classification process of records in this age of electronic information. Gartner estimates that the worldwide records management market was worth approximately $492 million in software license and maintenance revenue in 2009, an increase of 7% from We also estimate that market penetration for records management is still in its early stages, with approximately 35% of organizations worldwide having implemented this technology and fewer having deployed it on an enterprisewide scale. Enterprise records management products are also evolving, as broader retention management requirements grow and there is a need to manage the more diverse content within the organization. Products ranging from Microsoft Exchange to enterprise information archiving applications are adding basic retention management capabilities. Software as a service (SaaS) and open-source records management have not been significant up to this point, but Gartner expects that these alternative delivery options for records management will become more commonplace. Hybrid on-premises and cloud services for records management will emerge in the next two years to support longer-term digital preservation and easier deployment. As consumer and social software tools such as wikis, blogs and Twitter are adopted at an enterprise level, there will be an increasing need to manage the content in those sites as records. The increasing use of Microsoft SharePoint also will require that organizations assess how to manage critical records in that environment. When considering records management, organizations should: Identify the specific business objectives for their records management initiative and select a corresponding vendor, as a records management program requires a long-term commitment and the product must be compatible with the organization's overall information management strategy. Assess the records management product's capabilities to integrate and extend records retention policy into other content repositories, systems, document archives and file stores, as well as its search and e-discovery capabilities. Consider records management products with capabilities to apply retention policies and legal holds for multiple content types and media physical records, which may be in distributed record centers; electronic documents, which may reside in multiple repositories; , which may exist in both the system and archives; and social media content, which may lie outside the enterprise. Consider the records management product's certification under country- and regionallevel standards, such as Department of Defense (DoD) Directive STD, Model Requirements for the of Electronic version 2 (MoReq2) and Victorian Electronic Strategy version 2 (VERS2). STRATEGIC PLANNING ASSUMPTIONS By 2013, 50% of all Global 2000 companies will implement enterprisewide records management solutions. By 2013, records management will be pervasive and will extend beyond existing Publication Date: 23 August 2010/ID Number: G Page 2 of 15

3 content repositories into file stores, archive repositories and business applications. By 2013, discovery support will be a core capability for records management solutions. MARKETSCOPE Information management leaders, compliance officers, legal counsel and records managers working on records management projects will find that managing the retention and preservation of business records is becoming more difficult as the diversity and location of content expands. Just as records moved from paper documents to electronic documents in the past, the growth of content in applications such as Microsoft SharePoint and external social media sites such as Facebook and Twitter has increased the complexity of managing records. Industry and government regulations have also helped necessitate records management adoption and mitigate the risks associated with e-discovery of the vast information stores in the enterprise. While highly regulated industries, such as financial services, utilities and pharmaceuticals, have always had record retention requirements, organizations across a broader range of industries are also finding themselves affected. Freedom of information legislation, which has proliferated on a global scale and, in some cases, has been updated for electronic content, has also increased the demand in government organizations for implementing records management initiatives to retain appropriate documents properly so that they can be produced as requested. A Freedom of Information Act (FOIA) exists for more than 85 countries and various versions exist at local levels of government. The need for transparency and accountability in government agencies continues to drive the adoption of records management. management systems have evolved from the preservation of paper documents to the preservation of electronic documents. As the range of digital content types continues to grow, electronic records management systems should now include mechanisms for dealing with audio, video and websites. The emergence of wikis, blogs and social-networking platforms also requires policies and approaches for retention of user-generated content. has proved to be especially problematic when it comes to maintaining business records. While active archiving systems support role-based and event-based retention, records management is still needed for those s that must be retained as records. The importance of a records retention policy and retention schedule cannot be overstated, given that they serve as an essential foundation to any records management initiative ("Best Practices: Retention Policies and Schedules"). Many records management products are integral components of enterprise content management (ECM) suites and will require additional software licenses. The ability to integrate and declare documents from ECM applications should be a prerequisite for records management products. Gartner is also seeing many records management products positioned as part of an information governance strategy and offering that include archiving, discovery and classification products. More organizations are implementing records management as a separate initiative from ECM, as the time to deploy a comprehensive strategy can be substantial. Integration with Microsoft Office is also important, because much of the creation of future business records occurs in this information worker environment. As and instant messaging are now staples of conducting business, records management products must be able to integrate with these infrastructure applications. management vendors are also emphasizing increased integration with e- mail active archiving, compliance and e-discovery applications. As the diversity of applications and content repositories expands, policy-driven records management, allowing for the automatic classification of records, will become the preferred choice. Standards have been established in many countries to provide local requirements for records management software. These standards include how different record types should be managed, rules for metadata creation, security definitions and implementation guidelines. Many of these Publication Date: 23 August 2010/ID Number: G Page 3 of 15

4 standards are now in their second versions. Key records management standards for software products include: DoD Directive STD A U.S. standard and certification for records management developed by the DoD. The latest version, for which records management vendors are now being certified, is DoD STD version 3, which includes three separate components: baseline records management, classified records management, and FOIA and Privacy Act (PA) records management. MoReq2 This second version of the European standard for records management functionality and deployment was developed and released in February It is more comprehensive than the original in terms of testing, governance and functionality. Certification and testing of MoReq2 for records management products is still being established. As MoReq2 becomes more formalized, Gartner believes that it will serve as a key records management standard. VERS2 This is a framework of standards and implementation with the goal of reliably and authentically archiving electronic records created or managed by the Victorian government in Australia. This standard has become the de facto standard for records management projects in Australia. These standards can be used as a foundation and guideline for the evaluation and implementation of records management products. The DoD standard is well established and is the de facto benchmark for records management products with certification for essential product functionality. Gartner recommends that enterprises use DoD STD version 3 as a key requirement when acquiring any records management product, as well as considering local standards (see Note 1). In addition to these records management software standards, Information and Documentation on (International Organization for Standardization [ISO] 15489) is an international standard for the implementation of records management. It defines how records should be created, captured and managed, including policies and processes. Many national records management standards include elements of ISO Market/Market Segment Description The records management market includes products that apply retention policies for business content both paper and electronic documents. Gartner estimates that the worldwide records management market was worth approximately $492 million in software license and maintenance revenue in 2009, an increase of 7% from Gartner forecast this market to have a five-year compound annual growth rate (CAGR) of 12% between 2010 and The market experienced a slowdown in 2009 but still experienced growth, as records management was adopted to mitigate compliance risk and support legal discovery. In addition to the traditional regulated industries, Gartner saw strong product demand in the government, education and utilities verticals. However, organizations are also looking for lower-cost options for records management, as the price tag for records management initiatives remains high. Midsize organizations can expect total project cost to exceed $1 million when factoring in software licenses and implementation costs. As a result, Microsoft SharePoint 2010 has drawn strong interest as a records management solution in small and midsize enterprises. This new version of SharePoint provides enhanced records management capabilities that are more typical of a records management product, such as a hierarchical file plan, a separate records repository and in-place records management. Microsoft SharePoint 2010 is not expected to be certified for DoD in the near term. Publication Date: 23 August 2010/ID Number: G Page 4 of 15

5 Gartner is seeing vendors approach records management from an information governance perspective. This approach was initially taken by vendors such as CA, Autonomy and HP, but ECM vendors have also started bringing together their records management, archiving, e- discovery and classification products to provide a set of components to support information governance. We are seeing retention management in some of the archiving products and also in Exchange management products will increasingly be integrated into the organization's information management infrastructure as a service, rather than operating as stand-alone departmental records management systems. The ability of records management products to extend their reach through federation to other content management repositories, archives and applications as well as supporting compliance and discovery is essential. While open-source and SaaS records management solutions have been slow to appear, we expect more options will become available, with Alfresco and Nuxeo on the open-source side. This MarketScope analyzes the leading vendors and products that meet our criteria, and rates each one based on our vendor ratings definition. We also provide an overall market rating using the same definitions. Inclusion and Exclusion Criteria In this MarketScope, we evaluated the vendors and their primary enterprise records management product. Their products must demonstrate the functionality and scalability to support enterprisewide deployment. Some vendors such as Autonomy, IBM and Open Text have multiple records management products but this research focused on just their lead product. To be considered for this MarketScope, each records management vendor had to meet the following criteria: Revenue of $10 million or more from records management products and services. Product functionality that supports records management for electronic documents, paper documents and . Product certification for DoD STD version 3 (see Minimum of three reference customers with fully deployed records management applications. Gartner believes that DoD certification is a key selection criterion because it ensures that the records management product provides at least the basic functionality required and demonstrates the vendor's commitment to the product. Several vendors with records management products were not evaluated in this MarketScope because they did not meet one or more of the inclusion criteria. Vendors with DoD certification but without referenceable customers include Alfresco, Hyland Software and Systemware. Iron Mountain Accutrac is certified for DoD but is focused on delivering records management with its IBM partnership. Vendors that are not certified but have referenceable customers include Objective and ZyLAB. Rating for Overall Market/Market Segment Overall Market Rating: Promising Our outlook for the records management market is Promising. While we have seen a consolidation of the market and the vendors that offer records management in the past three years, the products continue to expand their functionality and ability to manage the increasing content types. The vendors are approaching records management as a key component of their ECM suite or as a core element of their information governance offering. The overall market Publication Date: 23 August 2010/ID Number: G Page 5 of 15

6 demand for records management is good, with a five-year CAGR of 12% between 2010 and Evaluation Criteria Table 1. Evaluation Criteria Evaluation Criteria Comment Weighting Product/Service Offering (Product) Strategy Market Understanding Marketing Execution management products and services offered by a vendor that competes in or serves the defined market. This includes current product/service capabilities, quality, feature sets and skills, whether offered natively or through OEM agreements/partnerships, as defined in the market definition and detailed in the subcriteria. The vendor's approach to product development and delivery that emphasizes differentiation, functionality, methodology and feature sets, as they map to current and future records management requirements. Ability of a vendor to understand the records management market and buyers' wants and needs, and to translate those wants and needs into products and services. Vendors that show the highest degree of vision, listen and understand buyers' wants and needs, and can shape or enhance them with their added vision. The clarity, quality, creativity and efficacy of programs designed to deliver the vendor's message for records management in order to influence the market, promote the brand and business, increase awareness of the products, and establish a positive identification with the product/brand and organization in the minds of buyers. This mind share can be driven by a combination of publicity, promotion, thought leadership and word-of-mouth and sales activities that results in increased market share. Standard Standard Standard Standard Publication Date: 23 August 2010/ID Number: G Page 6 of 15

7 Evaluation Criteria Comment Weighting Business Model Overall Viability (Business Unit, Financial, Strategy, Organization) Source: Gartner The soundness and logic of a vendor's underlying business proposition for records management. Includes having a good channel partner strategy and pricing model that would enable the vendor to achieve market success. Viability includes an assessment of a vendor's overall financial health, the financial and market success of the business unit, and its likelihood to continue investing in the records management product, and continuing to offer the product within its portfolio of products. Figure 1. MarketScope for Enterprise Standard Standard Source: Gartner Vendor Product/Service Analysis Autonomy Autonomy Manager (formerly CA Manager) was acquired as part of the CA Technologies Information Governance business on 9 June It is now the product for enterprise records management, while ControlPoint (based on the former Meridio product) is an optional module of it. Autonomy Manager relies on Autonomy's Intelligent Data Operating Layer (IDOL), an information access platform that provides search, classification and analytics capabilities. IDOL includes a set of connectors that enable Autonomy Manager to perform retention management of content that resides in other repositories or archives and Publication Date: 23 August 2010/ID Number: G Page 7 of 15

8 provides rules/policy-based declaration of records. It also has good physical records management capabilities and unique e-discovery capabilities. ControlPoint provides integration with the Microsoft environment and support for Microsoft SharePoint, as well as manage-in-place capabilities. While Autonomy Manager has strong capabilities, augmented by the strength of the platform capabilities now provided by IDOL, Autonomy needs to demonstrate that it has effectively transitioned the sales and support for the new product. Autonomy is rated as Positive. Autonomy Manager is now a part of Autonomy's broader information governance solution set, which includes archiving and e-discovery. Strengths: Cautions: Rating: Positive EMC Set of products for information governance, including e-discovery. Good integration and support of records management for Microsoft SharePoint IDOL provides integration to an extensive set of repositories and applications. Bundling IDOL results in higher software costs with this product. Limited services capabilities for records management deployments. EMC's Documentum Manager provides for "formal" records management that adheres to DoD STD guidelines. It sits on top of Documentum Retention Policy Services (RPS), which provides for the "informal" or "simple" management of records using a policy engine to enforce predetermined retention rules. EMC Documentum customers, which are typically large commercial and government organizations, often include records management as an extension of their EMC Documentum platform. Physical records management is supported by Physical Services, an optional module that enables the management of physical objects, or by using OmniRIM, a third-party product that can be integrated with Documentum Manager. Federated records management is another optional module that can be used to manage other Documentum repositories or, with third-party connectors, provide for management of content in other repositories. Also included within the federated framework is the ability for organizations to create their own connectors to manage organization-specific repositories. Documentum provides flexible records management solutions with good retention hold, reporting and administrative capabilities. Manager also has native integration with EMC SourceOne for active archiving of , while RPS supports integration with Symantec's and Autonomy's archiving solutions. Manager and RPS support several methods of integration with Microsoft Outlook, SharePoint and Office. EMC is rated as a Strong Positive, reflecting Manager's scalability for large user bases and the fact that it works well as part of the EMC Documentum product set, enabling its ECM functionality to be leveraged. EMC Documentum Manager should be considered when Documentum is the standard enterprise ECM platform. Strengths: Proven capabilities in highly regulated industries such as pharma, oil and gas, and utilities. Publication Date: 23 August 2010/ID Number: G Page 8 of 15

9 Cautions: Good integration and federated records management capabilities. Strong implementation partner network. High software license costs and implementation requirements. Complexity of records management implementation. Rating: Strong Positive HP HP TRIM provides records management as part of the HP Governance and E-Discovery solution set. HP TRIM version 7 (HP TRIM 7) was released in February 2010 and was repositioned to focus on records management but it provides a range of content management capabilities, including document management and workflow. The most significant features of TRIM 7 are its integration with and support of records management for Microsoft SharePoint 2007 and SharePoint 2010, support for 64-bit architecture, and Unicode support. It provides for the management of SharePoint content throughout its life cycle, including Web 2.0 content. The new Web client provides the functionality and the "look and feel" of the HP TRIM rich client with a zero footprint on the desktop. HP TRIM provides good physical records management capabilities with a space management module that will handle multiple warehouses and shelf capacity planning. It also has a good set of tools to support the configuration of functional and subject-based file plans, as well as tools to extend retention management by providing features to define and apply timeand event-based retention schedules. HP TRIM is natively integrated with HP Integrated Archive Platform, which allows TRIM to store records in the archive repository and automatically register archived s into TRIM. HP has positioned TRIM 7 as an element of its Information Governance Software Platform, which focuses on information management, and plans to build out its features to support the retention of structured "applications data." This product has a strong presence and installed base in federal, state and local governments in Australia, the U.K. and the U.S. HP TRIM is for organizations that are looking to deploy records management as a stand-alone solution or a physical records management solution. Strengths: Cautions: Rating: Positive Fully certified on all aspects of DoD version 3, including classified records management and FOIA and PA records management. Good records management support for Microsoft SharePoint 2010 and SAP through connector integration. Strong physical records management capabilities. Federated records management may be implemented through a third-party partner but the typical approach is to move all records into HP TRIM. Limited integration with other content repositories and archives. Publication Date: 23 August 2010/ID Number: G Page 9 of 15

10 IBM IBM Enterprise (IER) is one of the core products in IBM's Information Lifecycle Governance strategy, supported by a suite of compliance product offerings that includes IBM Content Collector, IBM Classification Module, IBM ediscovery Manager and Analyzer, and IBM Content Analytics for Assessment. It manages records in IBM content management repositories and non-ibm repositories, such as EMC Documentum and Open Text, via a federation layer. Other repositories can be managed through custom development using IBM connection and federation tools. IER v.4.5.1, released in October 2009, provides improved scalability, has expanded the number of platforms supported, has extended configuration options for file plan development, and delivers a physical to electronic records conversion process. The product has a strong set of out-of-the-box workflow capabilities for records management, including disposition review, exporting records, physical records and vital records review. It also supports multiple file plans for central or geographically dispersed organizations. IBM supports physical records management, but partners with Iron Mountain with its Accutrac product to provide more advanced capabilities, such as barcoding, space management and RFID. IBM is rated a Strong Positive for its breadth of capabilities, abilities to federate across a wide range of content repositories and archives, focus on compliance initiatives, and implementation partners. Organizations looking for a comprehensive information management solution for governance and compliance should consider IER and the set of complementary IBM products. Strengths: Cautions: Deployed in many large organizations and is demonstrated to be highly scalable in both the number of users and volume of records. Expansive set of ECM products to complement IER for compliance and information governance. Large ecosystem of technology and services partners to support records management deployments. Overall costs for software licenses and deployment will typically be higher than for other records management products. Substantial professional services may be required to implement the solution based on feedback from customers. Rating: Strong Positive Laserfiche Laserfiche Edition (RME) is part of the Laserfiche 8 suite of products and is deployed as part of an integrated ECM suite. Laserfiche RME was released in April 2010 with its integration and support of SharePoint 2010 as its main upgrade feature. It is also one of the first records management products to be jointly DoD certified with SharePoint Laserfiche addresses physical records management limitations through connectors with OmniRIM and Infolinx. One limitation of Laserfiche is its integrations with other content management and archives repositories. Laserfiche is rated as Promising for RME's ease of deployment and reduced requirements for professional services. Its main vertical markets are in Publication Date: 23 August 2010/ID Number: G Page 10 of 15

11 local and federal government agencies and higher education organizations. Laserfiche RME is a good fit for organizations that have, or are planning to deploy, Laserfiche as their ECM solution and are looking for a cost-effective records management solution. Strengths: Cautions: Flexible software licensing model pricing for named users and concurrent users. Demonstrated scalability with number of users and records. Strong referenceable customer base in local and state government, federal government and higher education organizations. Rating: Promising Open Text Does not have out-of-the-box integration with other content management repositories. Has limited native physical records management functionality. Open Text is a fully integrated component of the Open Text ECM Suite and is the lead Open Text records management product. Open Text's has a substantial installed base of users, good functionality including strong physical records management capabilities, and extensive file plan and records retention schedule development features. Its product also has good workflow capabilities to manage the records management process. Open Text is certified for DoD STD v.3 for baseline records management and classified records management, and also VERS Specifications 1 through 5. A number of different Open Text desktop clients can be used, including Open Text Enterprise Connect, which is a user interface that allows users to work in their environment of choice, including Microsoft Office, Outlook and SharePoint. Open Text has very tight integration with SAP and Microsoft, and provides seamless access from inside or outside those environments. Open Text Enterprise Library provides repository services and a Web services layer to enable in-place records management for external content repositories. Open Text is rated a Strong Positive for the records management capabilities provided by Open Text, its DoD certified support for SAP and Microsoft platforms, and its federated records management capabilities. The Open Text records management products being considered should be based on the specific Open Text ECM product in use, but strong consideration should also be given to its lead records management product, Open Text. Strengths: Cautions: Set of records management, retention management, archiving and integration services provided by Open Text Enterprise Library. Support and tight integration for records management in SAP and Microsoft SharePoint. Physical records management capabilities, which are included as a core function. management is sold as a component of other Open Text packages. Publication Date: 23 August 2010/ID Number: G Page 11 of 15

12 Overall costs for software licenses and deployment may be higher than for other records management products. Rating: Strong Positive Oracle Oracle Universal (URM) can be deployed as a stand-alone solution or as a part of the Oracle ECM Suite to provide both physical and electronic records management. Oracle URM 11g was released in June 2010 with improved usability usability problems were a common issue indicated by users of the previous version. The new release of Oracle URM provides a new desktop interface, enhanced administrative functionality with a dashboard, improved reporting capabilities, and full certification against DoD 5015 v.3 specifications, including Classified, and FOIA and PA compliance. Oracle provides productized adapters to enable records and retention management of content in other content repositories and archives, and "generic" adapters that can be customized. Oracle URM has a full workflow engine that enables the retention of records through a business process and can also leverage Oracle Business Process Execution Language as well. Oracle URM has strong physical records management, along with Web-based administration, and includes tools for file plan creation and maintenance. Combined with the Oracle ECM Suite 11g, Oracle URM enables retention management functionality for Oracle business applications such as Siebel, PeopleSoft and E- Business Suite. This is a key differentiator for Oracle and an important element of its product road map. Oracle is rated Positive for its strong set of records management functionality and ability to extend those capabilities into other applications and repositories. Oracle URM should be considered for organizations that have an Oracle-based infrastructure or are using Oracle Universal Content (UCM). Strengths: Cautions: Rating: Positive Full integration with the Oracle ECM Suite, including the UCM and Imaging and Process (IPM) components. Integration with the Oracle Fusion Middleware 11g stack to leverage other functionality, such as search and application servers. Physical records management capabilities, which are included as a core function. Oracle URM is sold on a processor-based licensing model, so smaller organizations may find the pricing challenging. Deployment of in-place records management for URM is still emerging, and although the installed base for URM is growing, it is still relatively small. RECOMMENDED READING "Magic Quadrants and MarketScopes: How Gartner Evaluates Vendors Within a Market" "Overview for Legacy Information Projects, 2010" "Best Practices: Retention Policies and Schedules" Publication Date: 23 August 2010/ID Number: G Page 12 of 15

13 "ARMA International's Generally Accepted Record-Keeping Principles: An IT Viewpoint" "Enterprise Information Archiving Transforms the Strategy and Approach for Archiving" Acronym Key and Glossary Terms CAGR DoD ECM FOIA ISO MoReq PA SaaS VERS compound annual growth rate Department of Defense enterprise content management Freedom of Information Act International Organization for Standardization Model Requirements for the of Electronic Privacy Act software as a service Victorian Electronic Strategy Note 1 Department of Defense STD Version 3 Certification Table 2. Compliance Autonomy EMC HP IBM Laserfiche Open Text Product Autonomy Manager R12.6 Documentum Manager 6.5 HP TRIM Version 7 IBM Enterprise 4.5 Laserfiche Edition 8.1 Open Text 4.2 Baseline Classified FOIA & PA x x x x x x x x x x x x x Publication Date: 23 August 2010/ID Number: G Page 13 of 15

14 Oracle Product Oracle Universal 11g FOIA = Freedom of Information Act PA = Privacy Act Baseline Classified FOIA & PA x x x Source: Department of Defense STD-Compliant Product Registers Vendors Added or Dropped We review and adjust our inclusion criteria for Magic Quadrants and MarketScopes as markets change. As a result of these adjustments, the mix of vendors in any Magic Quadrant or MarketScope may change over time. A vendor appearing in a Magic Quadrant or MarketScope one year and not the next does not necessarily indicate that we have changed our opinion of that vendor. This may be a reflection of a change in the market and, therefore, changed evaluation criteria, or a change of focus by a vendor. Gartner MarketScope Defined Gartner's MarketScope provides specific guidance for users who are deploying, or have deployed, products or services. A Gartner MarketScope rating does not imply that the vendor meets all, few or none of the evaluation criteria. The Gartner MarketScope evaluation is based on a weighted evaluation of a vendor's products in comparison with the evaluation criteria. Consider Gartner's criteria as they apply to your specific requirements. Contact Gartner to discuss how this evaluation may affect your specific needs. In the below table, the various ratings are defined: MarketScope Rating Framework Strong Positive Is viewed as a provider of strategic products, services or solutions: Customers: Continue with planned investments. Potential customers: Consider this vendor a strong choice for strategic investments. Positive Demonstrates strength in specific areas, but execution in one or more areas may still be developing or inconsistent with other areas of performance: Customers: Continue planned investments. Potential customers: Consider this vendor a viable choice for strategic or tactical investments, while planning for known limitations. Promising Shows potential in specific areas; however, execution is inconsistent: Publication Date: 23 August 2010/ID Number: G Page 14 of 15

15 Customers: Consider the short- and long-term impact of possible changes in status. Potential customers: Plan for and be aware of issues and opportunities related to the evolution and maturity of this vendor. Caution Faces challenges in one or more areas. Customers: Understand challenges in relevant areas, and develop contingency plans based on risk tolerance and possible business impact. Potential customers: Account for the vendor's challenges as part of due diligence. Strong Negative Has difficulty responding to problems in multiple areas. Customers: Execute risk mitigation plans and contingency options. Potential customers: Consider this vendor only for tactical investment with short-term, rapid payback. REGIONAL HEADQUARTERS Corporate Headquarters 56 Top Gallant Road Stamford, CT U.S.A European Headquarters Tamesis The Glanty Egham Surrey, TW20 9AW UNITED KINGDOM Asia/Pacific Headquarters Gartner Australasia Pty. Ltd. Level 9, 141 Walker Street North Sydney New South Wales 2060 AUSTRALIA Japan Headquarters Gartner Japan Ltd. Aobadai Hills, 6F 7-7, Aobadai, 4-chome Meguro-ku, Tokyo JAPAN Latin America Headquarters Gartner do Brazil Av. das Nações Unidas, andar World Trade Center São Paulo SP BRAZIL Publication Date: 23 August 2010/ID Number: G Page 15 of 15