© 2012 IBM Corporation
ICM Update: Activating Business
Opportunities with IBM Case Manager
Michael Green
Product Marketing...
© 2012 IBM Corporation
ICM Status: ~160 clients
Sales Percentage by Industry
Sales Percentage by GeographySales Percentage...
© 2012 IBM Corporation3
o Capgemini, Collaborative Cust Interactions
o HCL, MbarkWealth Mgmt & Cust On-Brding
o Insight to...
© 2012 IBM Corporation
New market demands for achieving outcomes require
new approaches...like advanced case management
Ga...
© 2012 IBM Corporation5
Many Processes are Cases
Over 60 % of
respondents indicate
> 50% of their
processes are case
© 2012 IBM Corporation6
• 63 % of respondents
prioritized collecting
documents in a case file
• Complete and accurate
info...
© 2012 IBM Corporation7
Case Instance – Persistable, Auditable, Long Lived
 Cases are persisted as content in a folder st...
© 2012 IBM Corporation8
The capability baseline for advanced case management
 Forrester Research’s requirements for dynam...
© 2012 IBM Corporation9
IBM Business Process Mgr IBM Case Manager
Structured Flow – Repeatable Style Unstructured Flow – F...
© 2012 IBM Corporation10
Information to
Make Better
Decisions
Support
Knowledge
Work
Business
Can Take
Control
Optimize
Ca...
© 2012 IBM Corporation11
IBM Case Manager:
Simplifying the delivery of case-based solutions
Core
Capabilities
Comprehensiv...
© 2012 IBM Corporation12
The need
• Insurer needed to respond quickly to marketplace
opportunities and threats and the bus...
© 2012 IBM Corporation13
State Office of Child and Family Services
Building a efficient and precise criminal background ch...
© 2012 IBM Corporation14
A European Bank
Providing a crisis management solution operational visibility and continuity
The ...
© 2012 IBM Corporation15
UPDATE
© 2012 IBM Corporation1616 IBM Confidential
IBM Case Foundation
(formerly FileNet Business Process Manager)
 Name change ...
© 2012 IBM Corporation17
What’s Coming - IBM Case Manager 5.2 – Q3 2013
 Significant improvements in UI and consistency w...
© 2012 IBM Corporation18
Benefits of Content Navigator for ICM
 Web-based case client that is
ready to go with every new
...
© 2012 IBM Corporation
Questions?
© 2012 IBM Corporation
ICM marketing and deployments: What have we learned?
The solution business is different from the pl...
© 2012 IBM Corporation21
“…state of the art advanced case management solution from IBM
to further improve our customer res...
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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

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2013 06 04_5228_case_manager_overview__micha

  1. 1. © 2012 IBM Corporation ICM Update: Activating Business Opportunities with IBM Case Manager Michael Green Product Marketing, IBM Case Manager
  2. 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. 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. 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. 5. © 2012 IBM Corporation5 Many Processes are Cases Over 60 % of respondents indicate > 50% of their processes are case
  6. 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. 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. 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. 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. 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. 11. © 2012 IBM Corporation11 IBM Case Manager: Simplifying the delivery of case-based solutions Core Capabilities Comprehensive Case Infrastructure Case User Experiences
  12. 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. 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. 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. 15. © 2012 IBM Corporation15 UPDATE
  16. 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. 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. 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. 19. © 2012 IBM Corporation Questions?
  20. 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. 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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