Date post: | 20-Aug-2015 |
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IBM Case Manager
(Product Update)
Allen Takatsuka
WW ECM Solution Consultant and
Architect
IBM Case ManagerActivating Content and Optimizing Outcomes
• Addressing new knowledge worker challenges
• Focus on improving the effectiveness and efficiency in achieving case outcomes
• Knowledge workers can rapidly leverage industry best practices
• IBM Business Partners, GBS and IBM Software are offering industry-specific solutions
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Agenda
• IBM Case Manager (ICM) Introduction
• Market Differentiation and Momentum
• ICM 5.1 Feature Highlights
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A day in the life of a knowledge worker
Make complex decisions, address service requests, or conduct investigations by…
Toggling across multiple applications
Locating and corresponding with experts
Searching for informationCreating personal reminders
Waiting for responses
Claims
CRMProviders
ERROR PortalEmail
External site
Calendar
Instant-Msg (IM)
Managing customer-related issues or other business events that require knowledge
worker-based decisions falls outside the scope of “straight through” business activities.
Instead, the focus is on a goal, driven by the knowledge worker, with all relevant
information is stored in a “case” container
CollaboratingCollaborating
Decision Decision
MakingMaking
Maintaining Maintaining
ContextContext
Addressing Addressing
UnpredictabilityUnpredictability
Why does IBM view case management as
the next enterprise killer app?
Selected Industry Patterns by Case
Management Categories
Disputes, investigations, incidents, inquiries, complaints, contracts, exceptions, adverse actions, claims, fraud, negotiations, resolutions, escalations, research, audits, intervention, customer satisfaction, coordinated care or case management
Advanced Case Management is Applicable to All Industries
SELECT CUSTOMER EXAMPLESBanking unit of a large US Insurance provider• Targets to save more than $100,000 per month by closing the time between
loan closing and loan performance
• Provides a competitive edge and high customer satisfaction through quick response to changing market needs
Large US Insurance Company• Targets savings of $2.6M annually in replacing custom frameworks and
system consolidation along with $4M in risk mitigation
• IBM Case Manager provides faster application development and deployment cycles and meets the customer’s goal of single enterprise environment
Large retail bank in Sweden• Provides easy-to-use case handling for over 5,000 employees across
branches and business units
• Addresses over 250 different case types specific to retail banking operations
Energy producer for large city in the US• Replaces manual, resource intensive steps required to comply with NERC
(North American Electric Reliability Corporation) regulations. Quick and easy response to audit reporting requests
• Single environment offering a 360o view of information, tasks and systems
A US state govt agency: Dept of Industrial Relations• Streamlines tasks for creating files, setting hearings, and serving decisions,
orders and providing benefits
• Improves access to case records while preserving confidentiality
• Reduces hearing delays and eliminates duplication of tasks
Cross Industry!Your peers across industries are capitalizing on IBM Case Manager
• 3rd largest French bank• South Africa Bank• Large US Healthcare Service
Provider• A federal regulatory agency• Mortgage unit of a large US
Insurance provider• US state social services agency• IPO unit of a large financial
services provider• and many more ………
ICM Customer Momentum
IBM Case ManagerSimplifying the delivery of case-based solutions
Core Capabilities
Comprehensive Case Infrastructure
Case User Experiences
Major components of IBM Case Manager
� Case Manager Builder - Case Solution builder tool oriented to needs of line of business analysts
� Case Manager Client - A run time environment for launching, processing, and interacting with cases
� Case Manager Analytics - Real time cases monitoring with threshold monitoring and alert generation
� Case Manager Administration Client - Tool for configuring the Case Manager environment and for moving solutions between development and production domains
� Case Manager API - Communication layer between components of the Case Manager applications.
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Case Instance – Persistable, Auditable, Long Lived
• Cases are persisted as content in a folder structure (case object model)
• Case data lives on long beyond any individual task or action in a case
• All content management functionality can be applied to the case and its content
Case folder
Properties
Other folder
Task
Case comment
Document
Case instance comes from a Case Type
Folder structure was defined in the Case Type
Documents comes from a document class
Comments are case folder annotations
CE AuditLog
Case History
Tasks
Annotations
HistoryContainment
Containment
Differentiator
Case Builder: Rapid Solution Design
� Easy to use, “Interview Mode” (wizard-driven)Case designer allows a business user to very quickly build a solution
� Comprehensive across case assetsCase designer can provide 3600 view of case
� Leverage templates for a fast start Represent industry best practices
� Significantly shortens time-to-value for case-style applications
Case Builder showing Task Modeling
Differentiator
New Content
Case Worker Actions
Case Updates
A variety of events
can trigger case tasks
The power of a task
Bottom line:Task object model enables a great deal of flexibility to empower the knowledge worker productivity
� RepeatabilityTasks can be repeated at will
� GroupingInclusive and Exclusive
� Optional User directed launching or
skipping
� Ad hocUser dealing with unknown
� Event drivenTasks launched via events
Uses structured process fragments
Drive dynamic activities
Differentiator
Cases are Dynamic
Case workers can view and start new Tasks for a case, changing
how that case is handled on-the-fly
Case workers can even add new Tasks to a case
Case worker user experience� Role-based and
personalizedEnd user gets exactly the information they need to progress the case
� Flexible and extensibleCan be configured to meet unique business requirements
� Provides deep context for case workNo more disjointed jumping between application
� Brings people, process and information together to drive case progression and better outcomes Case worker user experience showing tasks,
documents, history, viewer, and case data
Differentiator
• All authorized case workers have access to the full context of the case, enabling them to be more responsive than traditional heads-down approaches would allow
• Case context lives on long beyond any individual task or action on a case is completed.
Case Context
IBM Case Manager – 3 Styles of Analytics
• Case Analyzer (Historical Reporting)
– Excel and Cognos enable case and process analysis
– Dynamic - Drill down, slice and dice, filter, etc
– High performance, large volume analysis
• Case Monitor (Real Time Dashboards)
– Cognos RTM 10.1 provides real time cases monitoring
– Threshold monitoring and alert generation
• Content Analytics – Crawl and index case contents and metadata
– Discover patterns, trends and insights across cases. Example : Most common complaint in user comments in cases
Differentiator
IBM Case Manager focuses on these core
differentiators
Optimize Case Outcomes
•Visibility at the case level
•Dashboards and reports
•Insight from content
•Guidance or recommendations for successful outcomes
Support the Way People Work
•Knowledge work
•Dynamic and unpredictable (emergent processes)
•Ad-hoc tasks
•Collaborative and social
•Supported by enterprise processes
Business Can Take Control
•Business-driven solutions
•Rapid time-to-value
•Agility and flexibility to adopt to change
•Accelerators and templates
•Governance
Information to Make Better Decisions
•Capture and activate information in the context of a case
•3600 view of all case information
•Content is critical for decisions
•With authorization, case can be accessed and acted on by anyone at anytime
•Stored and available for audit
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IBM Case Manager 5.1
• Delivers trusted information to the case – both content and structured data in the context of a case
• Shortens time-to-value with better tools, out-of-the box solutions and templating capabilities
• Built-in infrastructure for creating and reusing case templates
• Leverages unique dynamic work management concepts and capabilities
� Enhanced Case Client Experience
Simplified layout, resizing and custom theme-ing; email and share direct links to cases
� Quick search & better search list
Specify properties used for quick search during design, saving users time and effort; leverage full-text search to find documents to add to cases
� Case splitting
Users can elect to split a case into multiple cases, with appropriate properties and designated documents populated in the new case(s).
� Solution Design & Deployment improvements User-specific project areas in the Case Builder; dramatically simplified deployment steps; Improved templating
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IBM Case Manager v5.1 Enhancements resulting from client feedback
Enhanced Client Experience:
Looking Good - Refined Interface
• Improved fit and finish
• Better use of screen real estate for page layouts as well as within the case widgets themselves
• Visual consistency across all standard components
• Improved iconography and skinning
Split Case Option
• Users can split an existing case into another case or a completely different case type
• Option to edit the property values and case document content for the new case
• Spit cases maintain an internal relationship to the original case
Improved Templating
• Case Builder supports creating solutions from a template
– Available templates are provided in the drop-down list
• CMAC supports creating templates from an existing solution
– Existing solutions can be promoted to templates
– When creating the template, a setting ensures that any solution generated from the
template always uses new unique identifiers or always uses the existing unique identifiers
• Templates created in 5.0 can continue to be used to create solutions in 5.1
The Solution Assistant functionality is now integrated into Case Builder and CMAC
• The external data service can be used to
– Influence property values based on data from an external source
– Modify property attributes (for example minimum and maximum)
– Enforce dependencies between properties
– Provide choice lists from external systems
• Each solution can be configured to invoke a REST external data
service
• This external data service is used by the Case REST API when case
data is retrieved
Data Integration Framework
Operational Enhancements
� P8 BPM process reuse - XPDL & P8 processes
imported directly into IBM Case Manager enable
existing workflows to be used as part of Case
Manager solutions.
� Enhanced widget/client customization - New
events exposed through Case Manager widgets,
providing more flexibility and greater
customization.
� Extended Platform Support - RedHat on z/Linux,
Solaris, MSFT SQL Server, Additional LDAP systems,
support for WAS ND
� Direct CM8 integration
� Enhanced P8 Process Designer integration (5.1.1)24
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P8 & IBM BPM Process Reuse 5.0 Behavior
•There was no provision for importing existing
workflows into Case Solutions or associating
them with a task
•Existing WFs couldn’t be re-used without
complicated redirection
5.1 Behavior
•Reuse existing P8 BPM processes and IBM
BPM processes as Case Tasks
•Enables full re-use of existing P8 BPM WF
•Reused processes can be mapped to case
properties
•Incumbent P8 BPM and BPF Customer
Enabler!
Enhanced Case Client (iWidget) Customization
• Case Manager 5.1 Client is now built on IBM Business Space mashup environment
– WAS ND support
– Layouts: No more free-form only!
• New, easier to customize column based page layouts
• Easier to use widget settings panels
– Toolbar edit
• Simplified widget wiring interface
• Install into existing IBM WebSphere Application Server
• Additional platform and database support
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ICM-CM8 integration
• In 5.1, CM8 content can be used in cases without federation.
• All CM8 documents and folders for a case reside in the CM8 system
• For each document or folder in CM8, there is a proxy document or folder in P8 that contains a reference to CM8
• For each case folder in P8, there is a proxy case folder in CM8 that contains the case id and the object ID of the P8 case folder
• Create, update, and delete of proxy objects is done through event handlers on both systems
Improved Integration with IBM Forms*
• Forms hosted within iWidgets, providing live interactions with ICM transactions and events without writing code
• Forms easily configured to run within Case Form Widget or modal dialogs:
• Form fields are automatically mapped to case properties at runtime, including:
– Singular and array values
– Choice lists
– Metadata logic (type, required, max length etc)
• Form Data Documents can be saved into a specific case folder, or not saved at all
– Forms available as Transient UI
• Support for viewing and editing Form Policy based form documents
– Prior to 5.1 legacy forms were not editable/viewable
* A development license of IBM Forms is included with IBM Case Manager. Additional licenses
are required for production deployments
Form as a Case Detail / Add Case UI
• Allows you to provide a
fully customized,
intelligent user interface
for case properties and to
control what case
properties are shown
during case add or to a
specific role
• Case properties are
mapped into the form by
name
• Supports both IBM Forms
and FileNet P8 eForms
form template formats
Enhancements in ICM 5.1.1
• Task enhancements
• Work visibility and distribution
• Improved Process Designer integration
• Enhanced case document operations
• Workitem toolbar configuration improvements
• Enhanced document viewer
• New widgets
• Multi-lingual solutions
• ICM Java API
• DeveloperWorks sample (Case Operations)
• Platforms