The document discusses IBM Case Manager and how it helps organizations manage complex, unstructured work. It provides examples of how IBM Case Manager has been implemented at a global insurance company, a state child services agency, and a European bank to streamline processes and provide greater visibility and flexibility. The solutions have helped reduce costs, speed up operations, and ensure continuity during crises. It also provides an update on IBM Case Foundation, formerly known as FileNet Business Process Manager, with its unified content and process engine platform.

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