How BPMN can improve and automateyour Service Management

Improving the maturity and efficiency of your Service Mngt organization

22nd and 23th of March 2017 | Brussels Expo | Jim Helsen

Introduction

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OMNINET Facts & Figures

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1993GERMAN BASED SOFTWARE COMPANY

+60.000 CONCURRENT CLIENTS INSTALLED

+400MAN-YEARS DEVELOPMENT INCLUDED

+15y OMNITRACKER(IT) SERVICE MANAGEMENT SOLUTION

MARKET LEADERIT SERVICE PROVIDERS IN BELGIUM

Agenda

- 4 -

SummaryDemo

ITIL and BPMN

Combined

BPM(N) Explained

How does ITIL

comply?

Key Challenges For Service Manager

TOPIC: How BPMN can improve and automate your Service Management

© OMNINET 2017

This presentation focusses on bringing Service Management to the next level

Some of the key challenges of (IT) Service Manager

DO MORE WITH LESS

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MORE WORK, LESS PEOPLE, MORE COMPLEX PROCESSES

Add Business Value

Meet Business Expectations

Improve Service Performance and Quality

Enable Compliance Controls (visibility, auditing, documentation …)

IT and Business come closer to each other (HR, Finance, Purchasing …)

Increased Expectations of Your Organization

Managing Costs

30+ years Service Management by ITIL

ITIL

• ITIL is best practice model

• Divided per process (INC, SR, RFC …)

WFM

• Based on Workflows

• Workflows are status based (IT oriented status diagram)

Summary

•ITIL contains processes as workflows

•These workflows are high level

•Does not describe the details

•Procedures and work instructions are not by default included (but in knowledge base, documentation …)

Conclusion

• Visibility and control is limited (people must interpret what they have to do, ITIL does not describe this in detail)

• Visibility of Cross Department cooperation is not supported (Mainly IT focus)

• Does not support automation (Knowledge base and instructions cannot by default automate your tasks)

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10 years Business Process Management (by BPM and BPMN)

BPM

• BPM is created to document and execute detailed (business) processes

• Out-of-the-Box Cross Department visibility and cooperation

BPMN

• BPMN is today a worldwide standard (ISO/IEC 19510:2013)

• BPMN 2.0 processes can be interchanged between software/tools

• BPMN 2.0 is developed with automation in mind (interfacing with other tools)

Summary

• BPMN 2.0 is a business language that everybody understands (business language)

• BPMN 2.0 models can be detailed (scenario/case based)

• BPMN 2.0 supports the documentation and the execution (e.g. user tasks, service tasks)

Conclusion

• BPMN is an automation enabler

• Provides visibility of the processes and automatic follow-up (control)

• Can span cross department (outside IT)

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WFM and BPMN combined (Example)

Service Request (SR ticket)

ITIL V3 Compliant BPMN 2.0 Compliant

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Record driven

Process driven

Taskdriven

Scenario driven

Maturity Levels

LEVEL 4 (BPMN)

1. Operational BPMN library included

2. Detailed process documentation & modelling

(thinking & documentation)

3. Process execution (process steering)

4. Detailed task oriented organization, knowledge

is inside the processes (software)

LEVEL 3 (Task Driven)

1. Tasks are assigned to people (tasks are high-level)

2. Basic Automation

3. The organization is steered by the tool.

LEVEL 2 (ITIL)

1. Each process is a workflow (WFM) process (e.g. SR, IM, RFC, SLM, …)

2. No default automation

3. In this level the organization is only loosely steered by the tool.

LEVEL 1 (Basic Ticketing)

1. Electronic dossiers / files / emails (as a track record)

2. No workflow, no separate operations processes (like ITIL)

3. Only reminders / tasks on dossier level.

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Record driven

Process driven

Taskdriven

Scenario driven

Maturity Levels

LEVEL 4 (BPMN)

1. Operational BPMN library included

2. Detailed process documentation & modelling

(thinking & documentation)

3. Process execution (process steering)

4. Detailed task oriented organization, knowledge

is inside the processes (software)

LEVEL 3 (Task Driven)

1. Tasks are assigned to people (tasks are high-level)

2. Basic Automation

3. The organization is steered by the tool.

LEVEL 2 (ITIL)

1. Each process is a workflow (WFM) process (e.g. SR, IM, RFC, SLM, …)

2. No default automation

3. In this level the organization is only loosely steered by the tool.

LEVEL 1 (Basic Ticketing)

1. Electronic dossiers / files / emails (as a track record)

2. No workflow, no separate operations processes (like ITIL)

3. Only reminders / tasks on dossier level.

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The best solution is a mix of level 2, 3 and 4 depending on the process

WorkFlow Management and BPMN in Practice

PROCESS DRIVEN (BY ITIL)

High level process driven

Workflow is used to indicate status of tickets

People know what to do (or can look it up in documentation or knowledge base)

Support is limited to IT Processes and IT Follow-up

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LEVEL

4

LEVEL

3

LEVEL

2

SCENARIO DRIVEN (BY BPMN2.0)

High volume requests (+ to be fulfilled by lower skilled people)

Uniformity in each execution

Automation: other tools easily participate in the process execution (e.g. ERP, MS AD, MS SCCM …)

Within IT and cross department (e.g. HR, Finance, Logistics, …)

Complex scenarios are possible (complex approval flows, decision based dynamic processes…)

TASK DRIVEN (BY PREDEFINED STATIC MODELS)

If Scenario should not be worked out in detail (too many exceptions, not needed, etc.)

No detailed BPMN modelling documentation required, no dynamic processes required

We assign tasks to people (people see how they execute the task)

These (high level) tasks are upfront predefined (static)

Uniform Task

overview

Task features

(delegation,

flagging,

reminders, …)

User Task list

The combined world

BPMN 2.0

Compliant Modeler

Process documentation

Any business process

BPMN Modeler

Lifecycle oriented

Traditional Workflow

engine

Static

Workflow

Object oriented

like Incident, Change, …

WFM Tickets

Process oriented

BPMN Execution Engine

Dynamic

Operational IT, HR, Contracts …

BPMN Execution

Repository Interfacing Reporting

Common Platform

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Agenda

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SummaryDemo

ITIL and BPMN

Combined

BPM(N) Explained

How does ITIL

comply?

Key Challenges For Service Manager

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BPMN Automation Example

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EXAMPLE OF BPMN AUTOMATION: NEW EMPLOYEE PROCESS

Effective at every company

High volume in every company

Easy to automate

BENEFITS:

Improves cooperation between departments

Reduces operational costs

Increases quality

Log traditional Ticket as Request

BPMN Process

Live Execution +

Automation to AD

DEMO:

Agenda

© OMNINET 2017

SummaryDemo

ITIL and BPMN

Combined

BPM(N) Explained

How does ITIL

comply?

Key Challenges For Service Manager

- 17 -

Summary

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Add Business Value Increase Quality Assurance by working with detailed scenario’s

Compliancy by well written out Scenario’s that can be used as documentation

Increased performance by using (Automated) Scenario’s

Changes can be applied by redrawing the scenario

Make IT and Business come closer to each other (HR, Finance, Purchasing …)

BPMN 2.0 is created to be used by the whole organization (IT and Business)

All departments can use the same model is used to understand the process

Scenario’s can be modelled cross department

1 tool that performs the follow-up of the entire (cross department) process

Managing Costs Due to detailed scenario’s the work can be performed by non technical experts

Better visibility of the process status, better visibility of process bottlenecks

Scenario’s can be automated

All in 1 tool

Add Business Value Increase Quality Assurance by working with detailed scenario’s

Compliancy by well written out Scenario’s that can be used as documentation

Increased performance by using (Automated) Scenario’s

Changes can be applied by redrawing the scenario

Make IT and Business come closer to each other (HR, Finance, Purchasing …)

BPMN 2.0 is created to be used by the whole organization (IT and Business)

All departments can use the same model is used to understand the process

Scenario’s can be modelled cross department

1 tool that performs the follow-up of the entire (cross department) process

Managing Costs Due to detailed scenario’s the work can be performed by non technical experts

Better visibility of the process status, better visibility of process bottlenecks

Scenario’s can be automated

All in 1 tool

Summary

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BPMN can improve and automate

your Service Management processes

(enables you to grow in maturity step by step)

Questions?

DEMO: Booth E060

Questions ?