The document outlines case management as a key management challenge in the 21st century, emphasizing the need to enhance the productivity of knowledge workers through effective systems that combine structured and unstructured data. It discusses the evolution from traditional BPM to dynamic case management, highlighting adaptability and the importance of integrating multiple channels for engagement. The content also addresses the impact of big data and analytics on case management, facilitating actionable insights and supporting innovative processes in a digital marketplace.

1. Case Management Overview
• Why Empowering Knowledge Workers is the
Management Challenge of the 21st Century
• How Case Management Offers Sanity in the Face of IT
Consumerization and BYOD
• Where Cloud, Big Data, Mobile and Social Computing
Intersect With Case Management
• Case Management Market Landscape, Categorization
and Use Case Patterns

2. Peter Drucker
1969 coins the term
“Knowledge Worker” in
„The Age of Discontinuity‟
30 Years later authors in
„Management Challenges for
the 21st Century‟ . . .
"The most important, and indeed the truly unique, contribution of management
in the 20th century was the fifty-fold increase in the productivity of the
manual worker in manufacturing.
The most important contribution management needs to make in the 21st century is
similarly to increase the productivity of knowledge work and the knowledge worker.”

3. The 2nd Major Revolution in IT Architecture
The Relational Era
40 Years of Data-centric
Application Design
1970
Message-oriented middleware (MOM)
Extraction & Transformation
Client/Server Architecture
Transaction Processing
Data Synchronization
1995
2012
2020
Cloud Architecture
Predictive Analytics
Semantic Integration
Mobile, Social, Cloud
Process of Everything
The Big Data Era

4. Are you ready?
Meet Your Customers
for the Next 20 Years

5. How will you keep pace and still
innovate in the post-relational,
post-PC, Internet of Everything
digital marketplace?

6. Current Challenges Faced by
Knowledge Workers
Source: 2011 - 2013 Case Management Survey

7. Work Patterns of
Knowledge Workers
Percent of the Day Spent in Different Modes
2/3 of a Knowledge
Worker‟s Day is Spent in
Unstructured & Often
Unpredictable Work
Patterns
Roughly 1/3 is Structured,
Predictable, Automated
or Automatable
Source: 2011 - 2013 Case Management Survey

8. Systems of Record vs.
Systems of Engagement
Systems of
Engagement
Systems of Record
(SORs)
Source: 2011 - 2013 Case Management Survey

9. Case Management is a System of Record
and a System of Engagement
Documents • Images • Email • Reports • Voice Mail
Business Rules, Policies &
Processes
Case Folder
Systems of Record
Multiple Channels / Systems of Engagement

10. Case Management is a System of Record
and a System of Engagement
Documents • Images • Email • Reports • Voice Mail
Business Rules, Policies &
Processes
Case Folder
Systems of Record
Shared Object Model for both
Structured and Unstructured Data;
Goal-based Outcomes Using Combination
of Rules/Business Process, Data, Content
and Analytics. Data/Information Governance.
Multiple Channels / Systems of Engagement

11. Case Management is a System of Record
and a System of Engagement
Documents • Images • Email • Reports • Voice Mail
Enabling Actionable Analytics
Framework for seeing meaningful
information and context, in a cohesive
environment where
action can be taken.
Business Rules, Policies &
Processes
Case Folder
Systems of Record
Multiple Channels / Systems of Engagement

12. Case Management is a System of Record
and a System of Engagement
Documents • Images • Email • Reports • Voice Mail
Enabling Field-based Activities
Run natively mobile devices, participate
in processes, access systems…from
Business Rules, Policies &
anywhere. CLOUD IS AProcesses
MUST!
Case Folder
Systems of Record
Multiple Channels / Systems of Engagement

13. Variable,
Unique
Predictable,
Repeatable
High
Low
End User Effort
Low
High
Cost to Modify
High
Low
Control of Process
High
Low
Documents
& Unstructured
Data
Source: Keith Swenson, @SwensonKeith, www.social-biz.org
Email, Texting,
Twitter, Telephone
Application Dev
Databases &
Structured
Data
Development Investment
Notes

14. Variable,
Unique
Predictable,
Repeatable
Databases &
Structured
Data
Documents
& Unstructured
Data
Source: Keith Swenson, @SwensonKeith, www.social-biz.org
Email, Texting,
Twitter, Telephone
Application Dev
Process
Technology
Notes

15. Variable,
Unique
Predictable,
Repeatable
Source: Keith Swenson, @SwensonKeith, www.social-biz.org
Email, Texting,
Twitter, Telephone
Documents
& Unstructured
Data
Social Biz
Adaptive CM
Production CM
Human PM
PDS Integration
Application Dev
Databases &
Structured
Data
Notes

16. Email, Texting, Twitter,
Telephone
Little or
No Defined
Process
SBS
Source: Keith Swenson, @SwensonKeith, www.social-biz.org
Adaptive CM
ACM
Production CM
PCM
Human PM
PDS Integration
Application Dev
Scripted and
Enforced
Process

17. Documents • Images • Reports & Analytics • Email / Voice Mail
Enabling Field-based Activities
Run natively mobile devices, participate in
processes, access systems…from anywhere.
Business Rules,
Policies & Processes
Case Folder
Record of Context
(complete audit trail)
Multiple Channels of Interaction
Shared Object Model for both Structured and
Unstructured Data; Goal-based Outcomes Using
Combination of Rules/Business Process, Data,
Content and Analytics..
Enabling Actionable Analytics
Framework for seeing meaningful information and
context, in a cohesive environment where action
can be taken.

18. BPM Focuses on Enabling Compliance and
Scalability by Predefining Workflows
BPM Processes Are Deterministic, Where
All Possible Paths Are
Pre-Determined or Known in Advance, No
Matter How Complex
the Pathways May Be.
The Direction of the Process is Determined
by the Pre-Defined
Path and Current State; State is
Determined by the Preceding
Activity, in Other Words,
Where it is in the Process.

19. How Case Management (bottom)
Differs From Structured Workflows (top)
Defined Start
Point
Customer
Reports
Problem
In Between the Process Follows a Predefined Path or Otherwise Fails
A Case is
Opened
Issue is
Investigated
Solution Applied, Alternatives
Unsuccessfully Researched &
Applied
Case Management Follows a Lifecycle vs. Sequential Process Thread
Defined End
Points
Issue
Resolved &
Recorded

20. How Case Management (bottom)
Differs From Structured Workflows (top)
State
State
Activity
Activity
Control
Rather Than a Path Determined by
Predefined Workflow, the Case Flow Evolves
Based on Content Added to the Case Folder
State
Activity
Control
Activity
Control
Process Snippets Can be
Launched to Speed Processing

21. How Case Management (bottom)
Differs From Structured Workflows (top)
Defined Start
Point
Customer
Reports
Problem
In Between the Process Follows a Predefined Path or Otherwise Fails
A Case is
Opened
Issue is
Investigated
Solution Applied, Alternatives
Unsuccessfully Researched &
Applied
Defined End
Points
Issue
Resolved &
Recorded
Cases Evolve Over Time in Often in Unpredictable Directions, Requiring the Ability to Jump Forward, Jump Back, Re-do
or Otherwise Perform Work in a Sequence That Can‟t be Determined in Advance.
The State of the Case is determined by the Content Within the Case, Not Where the Case is at Any Time.

22. Adaptable, Not Ad-Hoc
Business Rules, Business Analytics, Context-Sensitive „Help‟ and Knowledge
Management Functions Help Guide Knowledge Workers to Make Decisions
About Cases as They Evolved.
The Case Management System Adapts to the Context of the Case, Guiding
the Outcome Based on the Combination of Rules/Policies, Data, and
Application of Knowledge Worker Know-How.

23. Gartner - “Segmenting the Emerging Case
Management Market”
Source: June 12, 2012, “The Case for Case Management Solutions” Gartner report

24. Gartner - “Segmenting the Emerging Case
But assumes Case Management is
Management Market”something you buy.
something you do, not
Source: June 12, 2012, “The Case for Case Management Solutions” Gartner report

25. Case Management
Traditional BPM
Object Model
Shared object model in repository
storing both structured and
unstructured data.
Data structures based on process definition
(process instance data) and kept separate
from “payload” or work performed.
Bindings
Dynamic binding of control artifacts
(process snippets rules, forms)
reflecting case context.
Bindings typically static (“early binding”) for
control/process artifacts; invoked services
kept separate from process definitions.
Adaptability
Rules and analytics provide guidance
for adapting to events and next steps.
Processes follow predefined paths, including
predefined alternatives.
Security
Role-based security applied to both
case folder and contents.
Security bound to roles defined by process
swimlanes and the activities they contain.
Analytics
Advanced analytics enable
identification and reuse of patterns
and exceptions, based on content of
case folder as well as activity of case
workers.
Analytics specific to process instance data
and workloads rather than content captured
in course of performing work.
Integration
Connectors are provided to integrate
external data into the virtual case
folder and case record.
Data can be manipulated (extracted and
transformed or “CRUD” operations) if data
structures are defined in the process or as
part of external services.

26. Case Management Deployment Architectures
LESS
GREATER
Cost, Complexity, Time-to-Deployment
Web-based
Open Architecture
Java EE Platform Environment
Existing Microsoft
Enterprise Environment
SINGLE VENDOR PRODUCT SUITE
UI provided through
Microsoft environments
Native Mobile
Client
Web
Client
BPMS Suite
Firewall
Lync
BPMS Suite
WCF
SPS
MEX
or
Admin
Server
Admin
Console
Enterprise
Manager
Microsoft IIS Server
Apache
HTTP Server
Web Host / WebGate
Oracle HTTP Server
Microsoft
IIS Server
Microsoft SharePoint Server
Microsoft Dynamics CRM
SOA Mgt
Pack
Oracle SOA Host
WLS OSB
SOA Suite
BAM Host
Oracle
Service
Bus
SOA/BPM
Worklist/
Workspaces
B2B UMS
WLS BAM
Web App
Oracle SES
Secure
Enterprise
Search
Bus. Rules
UMS
Composer
WebLogic Server on Oracle Linux
I
WebLogic
Server
Oracle Linux
Active Directory Server
J2EE App Server
Windows Server
SQL Server
MySQL, Oracle,
DB2, or
SQL Server
Case Data
MICROSOFT INFRASTRUCTURE
Predictive
Analytics
Enterprise
Repository
Services
Registry
WebCenter
Database
Oracle 11g Database
Security
Database

27. Forrester Wave:
Dynamic Case Management Leaders

28. Forrester Wave:
Dynamic Case Management Leaders
Significant vendor
acquisitions since the
“Wave” was first published:

29. Forrester – “Three case management
categories will emerge by 2013”
Service Requests
Investigations
Incidents
Source: December 28, 2009, “Dynamic Case Management — An Old Idea Catches New Fire” Forrester report

30. Work Patterns Applicable to
Dynamic Case Management
Source: 2011 - 2013 Case Management Survey

31. Incident Management
Supporting processes where work that should be handled uniquely from other work;
where the case must dynamically adjust during its execution; yet where there is risk
associated with mishandling information, or otherwise deviating from defined policy
and procedure.
Requires Multi-channel interaction, collaboration, tracking and reporting; typically
event-driven rather than discovery-oriented; may also be PCM.
An Issue is
Reported
A Case is
Opened
Issue is
Investigated
Solution Applied, Alternatives
Unsuccessfully Researched &
Applied
Issue
Resolved &
Recorded

32. Top Priorities Realizable Through
Dynamic Case Management
Source: 2011 - 2013 Case Management Survey

33. Service Requests in Case Management
Case supporting the delivery of services or benefits for in an internal or external
customer, from request to potential adjudication of third party payment.
New Employee or Customer On-Boarding, Help Desk, Benefits Administration;
integration to back office systems and SORs is key.
New Service
Event
A Case is
Opened
Customer
Information
is Added
Interaction With
Customer or
Stakeholder
Success
Criteria
is Met
Customer
Record
Updated

34. Investigative Case Management
Goal-driven cases focus on gather evidentiary data and information for the purpose of
reaching a defined conclusion to a known event (conviction, etc.) or the discovery process
for identifying possible event/violation.
Mobile access, task delegation and synchronization, data integration,
very data-driven; Fraud, Waste, and Abuse; Claims Investigation; requires
combination/balance of rules and autonomy (not PCM).
An Event Occurs
Which Launches
an Investigation
A Case is
Opened
Investigation
Targets
Identified
Investigations
Performed
Information is
Collected and
Analyzed
Investigation
Concluded and
Recorded

35. Knowledge-Driven:
Applying Analytics DCM
Business Rules,
Policies and Processes
Are Run Against Case
Data
Analytics Are Run Against
Case Data
An Event Occurs
Which Launches an
Investigation
A Case File
is Opened
Information is
captured and
added to case
“Prescriptive Analytics”
Additional Investigation
Steps are Identified
and More Content
Added to the Case
Prepare Document
Analytics Help
Define How
the Case is
Processed
The Case is
Completed When
Criteria is Met
Process Evidence
A Library of Process Fragments Can Be
Called on to Automate Mundane Tasks or
Regulated Processes

36. Case Management Offers a Platform for
Realizing Value From „Big Data‟
From Transactional Data (Control) to Data-Driven (Visibility)
Adaptable Processes Driven by Analytics, Context,
and External Events
Bridging Systems of Records and Systems of
Engagement for End-to-End Process
Providing Transparency of Business Operations
Delivering the Ability to Measure Performance &
Progress in Holistically, Across the Entire Process
Shift From Efficiency to Effectiveness
Metrics are Revenue vs Cost-Driven,
Response Time and Customer Experience

37. Case Management Model and Notation
(CMMN)
• OMG define Modeling Standard for
Case Modeling
• Defines Metamodel of the Case and its
Associated Classes
• A Case Consists of:
– Case Plan Model
– Case File Model, and
– Set of Case Roles
• In January 2013 OMG published the first beta version;
XSDs and XMI models available now online
http://www.omg.org/spec/CMMN/

38. More Info on CMMN at:
http://www.omg.org/spec/CMMN/
Contact Nathaniel Palmer at:
nathaniel@bpm.com