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2013 06 04_5228_case_manager_overview__micha
2013 06 04_5228_case_manager_overview__micha
2013 06 04_5228_case_manager_overview__micha
2013 06 04_5228_case_manager_overview__micha
2013 06 04_5228_case_manager_overview__micha
2013 06 04_5228_case_manager_overview__micha
2013 06 04_5228_case_manager_overview__micha
2013 06 04_5228_case_manager_overview__micha
2013 06 04_5228_case_manager_overview__micha
2013 06 04_5228_case_manager_overview__micha
2013 06 04_5228_case_manager_overview__micha
2013 06 04_5228_case_manager_overview__micha
2013 06 04_5228_case_manager_overview__micha
2013 06 04_5228_case_manager_overview__micha
2013 06 04_5228_case_manager_overview__micha
2013 06 04_5228_case_manager_overview__micha
2013 06 04_5228_case_manager_overview__micha
2013 06 04_5228_case_manager_overview__micha
2013 06 04_5228_case_manager_overview__micha
2013 06 04_5228_case_manager_overview__micha
2013 06 04_5228_case_manager_overview__micha
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2013 06 04_5228_case_manager_overview__micha

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ACM Overview presentation given during the ACM Meet the Experts Event

ACM Overview presentation given during the ACM Meet the Experts Event

Published in: Technology, Business
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  • Focus Number of clients – 160 – number of implementations over 25 Japan – still very small
  • Normally what makes companies special is what they cannot automate – those are our target use caes Unpredictable processes increasing service expectation because of ubiquitous technology how to make complex decisions consistent and better outcomes rapid process change leak of knowledge Leading organizations are pursuing new approaches to enabling their knowledge workers They ’re experiencing increased costs and risks due to the ad-hoc and routine nature of knowledge work. Customers are demanding greater service – the inability to deliver on this carries reputational risks and customer attrition Organizations are financially driven to “do more with less” placing the burden on knowledge workers to become more productive Current systems and processes also limit organizations ’ abilities to respond to market dynamics such as competitive pressures and regulatory controls that impact the knowledge worker. One of our customers, a Metropolitan Police Pension Organization, n eeded to provide better service and support in areas from member enrollment to account management. It had difficulty managing enormous volumes of member, retiree, and beneficiary information. The organization was slow to respond to member requests. And the current system was complex with limited flexibility and high maintenance costs.
  • Take your time – read 1 - 4
  • ICM brings all the tools needed to provide case management into a single offering. Process tools like BPM and Rules Mgmt Content engine for content and data repository – plus audit control and retention Widget based UI for 360 view of data and content – plus access to analytics Analytics for process control and decision support services Social tools and collaboration Rapid process design and change environment
  • The need Ace Insurance needed to respond quickly to marketplace opportunities and threats and the insurer’s business users could not deploy changes in a timely manner. These users were leveraging antiquated, legacy systems which required custom coding for any change request. ACE also wanted to expand regional deployments of both their underwriting and high frequency claims processes globally. The solution ACE was looking for a dynamic platform that would enable them to address the demands from the business and reduce development cycles. The solution includes migrating from their existing systems to a set of ECM capabilities including IBM Case Manager. The phased deployment will support the underwriting portal and cellular phone insurance claims operations. The solution also empowers non-technical business analysts to create, manage and adapt applications for their specific areas. The benefits IBM Case Manager dramatically reduces the time needed to process criminal background check applications, helping the agency protect the children within the State The new ICM architecture can support deployment of efficient solutions for other business areas while remaining independent of other agencies
  • State of NY OCFS (Office of Child and Family Services)  About Company This US state agency for Office of Children and Family Services serves one of the largest states in the US by promoting the safety, permanency and well-being of our children, families and communities. OCFS is dedicated to improving the integration of services for the state’s children, youth, families and vulnerable populations; to promoting their development; and to protect them from violence, neglect, abuse and abandonment. Their many programs and services are centered around foster care, adoption and adoption assistance, child protective services including operating the Statewide Central Register for Child Abuse and Maltreatment, preventive services for children and families, services for pregnant adolescents, and protective programs for vulnerable adults. Business Need Due to changes within the parameters of existing laws, the State OCFS required extensive modifications to their Criminal History Review System (CRHS) - a tracking system for anyone applying for work at a daycare, adoption or foster care ensuring that no child is placed into a home where the person has a criminal background. For example, all workers must be fingerprinted before employment. This process used to take up to 3 months to check with numerous departments. With the current solution, they dropped to 2 days. Now they need to upgrade to P8 in addition to the ‘case’ modifications required of their application. OCFS is proud to be able to allow a foster parent to quickly seek adoption and not add more than 1-2 days to their adoption process. Their business need to protect the children of the State is real and critical. One error and a potentially harmful person may land up working closely with a child. OCFS is looking to build a very secure, robust and reliable system for the future.
  • Name change to reduce internal/external confusion with IBPM and better describe our focus on case-based solutions. To be announced externally with the 5.2 release in March 2013 Packaging and licensing remain exactly the same as FileNet BPM Process Engine runs in JEE combined with Content engine (named Content Platform Engine) Combines Content Engine, Process Engine, Component Manager, and Case Analyzer Publishing Service into single engine/installation Greatly reduces TCO of platform for customers Unified CE-PE server administration console (ACCE) ACCE migrated to Nexus-OneUI framework Enable Database simplification and consolidation Support for Process Stores to be defined in database schema Process engine can now service multiple process stores Case Analyzer can publish to multiple Datamarts Case Analyzer/Monitor improvements Publish Case Analyzer datamart to DB2, Oracle on Linux/Unix in addition to SQL Server Remove MS dependency for Case Monitor Near time monitoring to allow Monitor to report on both historical and active processes Products removed from the BPM bundle being announced at eGa ECM Widgets, path forward is Navigator evWorks - Developing ECM Widgets solution in Content Navigator Business Process Framework, path forward is IBM Case Manager devWorks – BPF to ICM Transition Guide -
  • Web based case client that is ready to go with every new case solution deployed Design, deploy, run Case client built on the new IBM Content Navigator Framework Use of common components provides consistency across ECM client applications Case client UI customization directly in Case Builder Page management tab, with Page Layout Designer Case Property View Designer for layout of case properties Role-based solution pages Toolbar and context menu builder Case client can be configured to display other Content Navigator features to create a more integrated Case and Content environment More extensive customization using standard and well-accepted web development methods Deliver ICM JavaScript toolkit that extends IBM Content Navigator toolkit Componentized design makes components within ICM widgets replaceable and provides more advanced customization options Container-independent, can be embedded into other environment
  • A) Complex product for a complex requirement Case management is fundamentally an unstructured process area Strong need to prove its capabilities – POC, POT, Workshops, BVAs – key proof points Need to find use case and work with a partner or Services to develop an application B) Case not BPM Work with client to understand need, understand ongoing problems, understand value Goes to their core business value Sell against Pega and against BPM and against P8
  • Transcript

    • 1. © 2012 IBM Corporation ICM Update: Activating Business Opportunities with IBM Case Manager Michael Green Product Marketing, IBM Case Manager
    • 2. © 2012 IBM Corporation ICM Status: ~160 clients Sales Percentage by Industry Sales Percentage by GeographySales Percentage by Geography A/E/C 2% Aerospace and Defense 1% Agriculture 1% Banking 16% Education 3% Energy 5% Financial 8% General Business 2% Government 31% Healthcare 4% Insurance 15% Retail 2% Technology 7% Telecommunications 2% Transportation 2% NA NE SW EE CEE ISA MEA AP JP LATM 46% 11% 8% 3% 1% 3% 4% 20% 2% 3% Over 25 installations and countingOver 25 installations and counting
    • 3. © 2012 IBM Corporation3 o Capgemini, Collaborative Cust Interactions o HCL, MbarkWealth Mgmt & Cust On-Brding o Insight to Value, Pension Administration (new!) o IMC, Contracts Management o IPD, ACM for Insurance o Lighthouse, Event Tracking and Administration o Pyramid, Wealth Management o Pyramid, Loan eXpeditor (new!) o Pyramid, Insurance eXpeditor (new!) o Quark, Finance Reporting o TriTek, Incident Insights (new!) + 34 in the Pipeline 3 o Formative Solutions, SAP Integrated Invoice Mngt (new!) o Imagine, LoanFlow Mortgage Recognition (new!) o HCL, MbarkWealthMgmt & Customer On-Brding o Imagine, LoanFlow o IMC, Contracts Management o Miria, ManagedPay o Prolifics, DocAttach + 9 in the Pipeline o ECM Universe, RCA for Hotels o ECM Universe, RCA for Law Enforcement o Imagine, LoanFlow Capture o Integritie, SocialMedia Capture4 (SMC4) o Mindshare, Text Analytics Suite o The Dayhuff Grp, ICA for Lgcy Data Retention o The Dayhuff Grp, ICA for M&A + 3 in the Pipeline ECM BP Solution Portfolio Summary: o 261 Solutions in Catalog o 57 ECM Capability Authorized Business Partners o + 46 A2V BP Solutions in the Pipeline Momentum: o 25 Solutions A2V Approved o Represented by 20 Unique Business Partners IBM Case Manager Solutions IBM Datacap Solutions IBM Content Analytics Solutions Accelerate-to-Value (A2V) 2013-3-7
    • 4. © 2012 IBM Corporation New market demands for achieving outcomes require new approaches...like advanced case management Gartner “ The Case for Case Management Solutions”, June 2012 “Increased interest in improving information worker productivity through automation has surfaced case management as a prime example of an unstructured process style. More work today is being seen as caselike in industries, beyond government, law and healthcare, which have long-handled work as cases. Newer areas include mortgage origination, university admissions, grants management and customer complaints.” - Gartner Increased costs and risks from unpredictable processes Higher customer service level expectations Greater demands for productivity amid complex decisions Limited ability to respond to market dynamics Departing and diminished workforces
    • 5. © 2012 IBM Corporation5 Many Processes are Cases Over 60 % of respondents indicate > 50% of their processes are case
    • 6. © 2012 IBM Corporation6 • 63 % of respondents prioritized collecting documents in a case file • Complete and accurate information is critical Information to Make Better Decisions
    • 7. © 2012 IBM Corporation7 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 Audit Log Case History Tasks Annotations HistoryContainment Containment
    • 8. © 2012 IBM Corporation8 The capability baseline for advanced case management  Forrester Research’s requirements for dynamic case management Content provides information for applications and knowledge workers and drives case operations automatically and must be an intrinsic part of the product. Analytics enable organizations to measure performance, optimize outcomes, and detect trends related to business operations and risk. Case insight drives key benefits The user experience and design provide context and a 360°view of the workload, actions, and history, driving efficiency in solution design, the case lifecycle, and beyond. Business users must be designers. Dynamic tasks must be easily created to address the unpredictability of case work; users must be able to select or create their own tasks based on the current context of their work  It’s not enough to have these “available” – for maximal ROI and reduced TCO, these must be embedded, integrated, and easily accessible as part of solution design.  Organizations must be able to take advantage of their advanced case management solutions for a variety of needs across business units ECM suites Adapt to policies automate decisions, manage content through case life cycle BPM suites Adapt and automate business processes Analytics Adapt to the business' needs for analysis and reporting User experience Adapt to the context of user, task, process Case management
    • 9. © 2012 IBM Corporation9 IBM Business Process Mgr IBM Case Manager Structured Flow – Repeatable Style Unstructured Flow – Flexible Process Model Driven Control Knowledge Worker Driven Loose Coupling – Data managed in external Systems of Record Data Tight Coupling – Built upon Persistent Case Infrastructure in ECM system Process model User decisions ECM Case events case infrastructure Complementary … and Integrated Today, IBM’s Offerings are Optimized for Different Styles of Work
    • 10. © 2012 IBM Corporation10 Information to Make Better Decisions Support Knowledge Work Business Can Take Control Optimize Case Outcomes IBM Case Manager – Four Pillars of Value
    • 11. © 2012 IBM Corporation11 IBM Case Manager: Simplifying the delivery of case-based solutions Core Capabilities Comprehensive Case Infrastructure Case User Experiences
    • 12. © 2012 IBM Corporation12 The need • Insurer needed to respond quickly to marketplace opportunities and threats and the business users could not deploy changes in a timely manner. • Users were relying on antiquated, legacy systems which required custom coding for any change request. • Desired to expand regional deployments of both underwriting and high frequency claims processes. The solution • A dynamic platform that would enable them to address the demands from the business and reduce development cycles. • Includes migrating from existing systems to IBM Case Manager. • The phased deployment supports the underwriting portal and cellular phone insurance claims operations and also empowers non-technical business analysts to create, manage and adapt applications for their specific areas. The solution is targeted to save the company close to $22M USD over five years compared to other available technology alternatives. A global leader in insurance and reinsurance Expanding globally and responding to market pressures
    • 13. © 2012 IBM Corporation13 State Office of Child and Family Services Building a efficient and precise criminal background check solution The solution will streamline criminal background checks that are part of application review processes and will set the agency up with a platform that can support future growth. The need • This needed to ensure that their Criminal History Review System (CHRS) efficiently, securely and effectively expedites applications for criminal background checks, ensuring that no child is placed into a home where the person has a criminal background • Deploy a platform that is flexible to support future needs and potential solutions for other business areas The solution • IBM translated the agency's requirements into an Advanced Case Management approach and recommended that IBM Case Manager (ICM) could best serve the agency's needs • ICM will be used as the agency's platform for the new CHRS infrastructure. The benefits • ICM dramatically reduces the time needed to process criminal background check applications, helping the agency protect the children within the State • The new ICM architecture can support deployment of efficient solutions for other business areas while remaining independent of other agencies
    • 14. © 2012 IBM Corporation14 A European Bank Providing a crisis management solution operational visibility and continuity The need • Address any form of a crisis, ranging from cyber attack to earthquake, to ensure that assets (physical, technical, and employees) are secure and operational and its customers can continue to be served. • Today, these situations are addressed manually, with crisis analysts seeking information and having to initiate actions and various communications themselves. Further, they may not have visibility into the health of critical business operations, hampering their ability to act. The solution • ICM with the bank’s chosen GIS system as well as back end systems to deliver all appropriate information in proper context to crisis analysts. • ICM tasking enables the bank to initiate activities automatically while providing the crisis analyst the ability to take actions, launch appropriate communications Projected benefits • Analysts have all relevant information of affected geographies and business operations available and can take action immediately. • Tasks can be enacted automatically or at the judgment of the analyst, including ad hoc activities, saving time and providing a decision history of actions taken. • A crisis status and history report is automatically generated for management; it is also stored for permanent record.
    • 15. © 2012 IBM Corporation15 UPDATE
    • 16. © 2012 IBM Corporation1616 IBM Confidential IBM Case Foundation (formerly FileNet Business Process Manager)  Name change to describe our focus on Case based solutions.  Process Engine runs in JEE combined with Content engine . – Significantly reduces TCO of platform – Unified CE-PE server administration console (ACCE)  Other key enhancements – Enable database simplification and consolidation – Case Analyzer/Monitor improvements  Products removed from the BPM bundle being announced at eGa – ECM Widgets, path forward is Navigator – Business Process Framework, path forward is IBM Case Manager
    • 17. © 2012 IBM Corporation17 What’s Coming - IBM Case Manager 5.2 – Q3 2013  Significant improvements in UI and consistency with ECM Navigator architecture  Significant improvements is development of case applications  Added agility for ad-hoc work  Ability to handle more complex information and case structures  Improved consumability
    • 18. © 2012 IBM Corporation18 Benefits of Content Navigator for ICM  Web-based case client that is ready to go with every new case solution deployed - built on the new IBM Content Navigator Framework  Case client UI customization directly in Case Builder  Case client can be configured to display other Content Navigator features to create a more integrated Case and Content environment  More extensive customization using standard and well- accepted web development methods 18 IBM Confidential ICM clients to be built on Navigator framework
    • 19. © 2012 IBM Corporation Questions?
    • 20. © 2012 IBM Corporation ICM marketing and deployments: What have we learned? The solution business is different from the platform business Product  ICM is a complex product – Managing a case workload is different from optimizing a process – Numerous non-ECM capabilities (client container, ILOG, IBM Forms, etc.) Implementation skills Support skills – Implementing an ICM PoC <> implementing an enterprise HA/DR ICM solution  Having a partner (channel, SWS, etc.) involved is critical to: – Having an implementation plan – Architecting a solution appropriately – Achieving production status  Client and partner requirements for additional features – Parallel design/development of solutions – Work management capabilities – Richer Case Views, Data Presentation, Case Interaction – Fewer clicks and optimization Market and Selling  Different value proposition – Primarily targeted at “case workloads” – NOT a “better BPM” – Not just “exceptions”  Sales cycles are long – Use cases/solutions are themselves complex – Clients frequently unsure of all requirements – “Why can’t P8 BPM do this?”  Targets demand a solutions approach – What makes a use case “case style?” – Re-implementing BPM deployments USUALLY will not demonstrate more value – Selling a platform won’t work – Need to talk about ICM relative to applicability in various scenarios – ...especially for existing P8 clients  Competitors – Pegasystems – IBM BPM – Any BPM (including P8 BPM) – CRM We are laser focused on driving our clients to success and referenceability as well as providing as robust a product possible!
    • 21. © 2012 IBM Corporation21 “…state of the art advanced case management solution from IBM to further improve our customer responsiveness” Hedge Fund Services Company in the UK “The solution will streamline criminal background checks that are part of application review processes and will set the agency up with a platform that can support future growth.” Child Welfare Agency in the US “Ease of adhering to government standards were critical to project success” Government Agency Why IBM

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