Best Practices for Extending IBM Case Manager and Building Case Management Solutions
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This document discusses best practices for extending enterprise content management (ECM) with IBM Case Manager and building case management solutions. It provides an overview of how ECM allows the right people to access content when needed. It then demonstrates how IBM Case Manager can be used to factor content, data, people and processes into cases. The document shows a sample insurance claim case and how Case Manager can be expanded and enhanced, such as through container tasks and hidden tasks. It emphasizes making content available and usable within processes defined in Case Manager.
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John Challis, Founder and Chief Executive Officer at Concept Searching
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2) How can I prove my content is impacting the business?
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Presented November 29, 2018, at Quadrus Conference Center for Information Development World 2018.Document Logistix Press Pack
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- 3. PYRAMIDSOLUTIONS.COM | 2 What ECM Provides § The right people can access content when they need it § Too many people overlook the “E” in ECM § Provides users with tools needed to properly interact with content
- 4. PYRAMIDSOLUTIONS.COM | 3 Sharing and Accessing Content § Document taxonomy is key § Taxonomy is not as simple as indexing the document with every field needed for it § Document properties should focus on content derived from the document rather than how it is used § How documents are used can be derived from the folders and cases they are filed in § Additional data retrieved using EDS It is not about searching, it is about the ability to FIND content
- 5. PYRAMIDSOLUTIONS.COM | 4 Using Your Content § Document Viewer: Load documents instantly with high-speed HTML5 viewer § Split/Merge: Easily remove and merge a page(s) and images from a document into a new one § Visual Tagging: Add an icon and label that denote where a document is in a process § Bookmarks: Bookmark key information on a document to easily reference back to it
- 7. PYRAMIDSOLUTIONS.COM | 6 How to Move Beyond Content Factoring content, data, people and processes using IBM Case Manager
- 8. PYRAMIDSOLUTIONS.COM | 7 Identifying Cases § Case is the big “P” in process § Usually the noun in a process § Underwriting § Claim § Loan § Policy § Etc. § Starts with an identifiable event with a goal § Significant time can be spent identifying what the case definitions are, what the case will be and what the tasks are
- 9. PYRAMIDSOLUTIONS.COM | 8 • Complicated with moving parts • Don’t overthink • Minimize number of tasks • Reduce complexity of tasks • Give knowledge workers control within process • Required/optional tasks cover main process flow • Discretionary tasks give users needed flexibility • Include tasks supporting key events (e.g. content filing) The Case Environment
- 10. PYRAMIDSOLUTIONS.COM | 9 Examining a Sample Case Solution Automatic & Manually-Initiated Tasks Claim Documents Supporting Document Claim Notice Claim Rep (Case Owner) Pend Claim Investigation Claim Evaluation Legal Agent Request Named Request Manager Request InterviewPayment Claim
- 11. PYRAMIDSOLUTIONS.COM | 10 Expanding and Enhancing Case Manager § Container tasks § Using hidden tasks and launching discretionary tasks automatically § Leveraging document sub-classes § Applying embedded business rules § Enhancing user interface § Extending with IBM Bluemix
- 12. PYRAMIDSOLUTIONS.COM | 11 Enhancing IBM Case Manager Demonstration
- 13. PYRAMIDSOLUTIONS.COM | 12 Takeaways § Make content available and usable § Enable users to find the content they need § Customize and extend into Case to use content in processes
- 14. PYRAMIDSOLUTIONS.COM | 13 Questions/Comments Contact Us www.PyramidSolutions.com Follow Us Pyramid Solutions, Inc. @PyramidECM