This document discusses using decision models as a way to capture and represent business logic and rules. It notes that traditional process models are not well-suited for situations where sequence is irrelevant. Decision models, which use decision tables and diagrams, can be applied in various areas of IT service management like event management, incident management, and change management. The document advocates using decision models alongside other frameworks like ITIL and BPM to connect business models with technical implementation.

1. Decisions in the Cloud
The Decision Model
The missing model for IT Service Management

2. A STEP BACK IN HISTORY:
“BIG BALL OF MUD”
Software
Systems

3. Business
Logic?

4. What is Business Logic?

5. BIG BALL OF MUD
VS
CLOUD

6. “60% of projects failed to meet deadlines,
and 45% of projects failed to meet the needs
of the business.
80% of issues stem from poor
requirements.”
– Standish Group Chaos Report, 2011

8. PEOPLE DON’T KNOW WHAT THEY WANT…
UNTIL THEY SEE AND INTERACT WITH IT

9. TEXT SPECS, USE CASES, WIREFRAMES,…
MEAN DIFFERENT THINGS TO DIFFERENT PEOPLE
Is this Acceptable?

10. HOW DO WE CAPTURE BUSINESS RULES
AS BUSINESS LOGIC TODAY?

11. IS THIS ACCEPTABLE?

12. DOES THIS LOOK BETTER?

13. Business
Logic
WHERE DID THE BUSINESS
RULES GO? Decision
Model
Decision
Model

14. Option 1

15. Option 2
Does this feel right?

16. WHEN SEQUENCE IS IRRELEVANT
LOGIC,
NOT PROCESS
USE A
DECISION MODEL

17. Option 2
Rule
Pattern
1 is Low is Good = "A"
1 is Low is Bad = ?
1 is High is Good = ?
1 is High is Bad = ?
Conditions Conclusion
Person's Debt
Person's Employment
History
Person's Credit
Rating
Process Model
Decision Rule Family Table
Decision Model Diagram
Person
Debt
Person
Employment
History
Person
Credit Rating
BETTER OPTION

18. ITIL V3 Event Management
What’s the Significance of an Event?
Option 1

19. Option 2
Does this feel right?

20. Best Option

21. Option 2
Rule
Pattern
1 is <=150 is <=10s = None
1 is >150 is <=10s = Warning
1 is >150 is >10s = Warning
1 is <=150 is >10s = Exception
# of Users Response Time Significance
Decision Rule Family Table
Decision Model Diagram
# of Users Response
Time
Significance of
Event
THE DECISION AWARE PROCESS
Process Model

22. WHERE CAN DECISION MODELS BE
APPLIED IN ITSM?
EVENT MODELS
INCIDENT MODELS
REQUEST MODELS
CHANGE MODELS
…
“IF SEQUENCE IS IRRELEVANT,
YOU’RE PROBABLY DEALING
WITH BUSINESS LOGIC, AND
SHOULD USE A DECISION
MODEL.”

23. Before After

24. SO WHAT?

25. Decision
Use Case
Business
Motivation
Model
Decision Model
DECISION CONNECTS THE BUSINESS MODELS
Vocabulary Models:
•Glossary/Semantic
•Object
•Logic Data
Process Model

26. "Modeling…is the cost-effective use of something
in place of something else for some cognitive
purpose…allows us to deal with the world in a
simplified manner, avoiding the complexity, danger
and irreversibility of reality."
- Jeff Rothenberg, The RAND Corporation

27. WHAT ABOUT AGILE?
Decision Model
Requirements
Agile SCRUM
Development
Initial Vision,
High Level
Scope and
Effort
Determine
Detailed
Scope
First Iteration of the Models
Develop
Testing
Gather
Feedback
Deploy the
Solution
d
Visualize
d

28. STANDARD
VS
CASE
WHAT ABOUT CASE MANAGEMENT?

29. Case • Unpredictable
• Unrepeatable

30. • Predictable
• Repeatable
Standard

31. Standard
The Decision Model
Difference

32. RECIPE FOR SUCCESS
• Identify Processes – ITIL, COBIT, BPM Frameworks
• Model Processes – BPMN
• Key Decision Points
• Standard or Case?
• Decision Models

33. TIMELINE
Founding of
Knowledge
Partners Inc.
Consulting
Company focusing
on Business Rules
Barbara and Larry
co-edit The
Business Rule
Revolution
Barbara and Larry
write The Decision
Model
Barbara von Halle
early tester of DB2
and interfaced
often with Dr.
Codd
Larry Goldberg
builds technology
based companies
on three
continents
Barbara co-
authors Handbook
of Relational
Database Design
2001 2006 2007 2009 2010prior 1989 1997
Good Methods Global
is incorporated as a
sister company of KPI
Enterprise-grade
Software Application
Developed by
Sapiens
Barbara and Larry
found Knowledge
Partners International
LLC
2010 20122011
Barbara authors
Handbook of
Business Rules
Applied
Service Zen becomes
Canadian partner of
KPI

34. HOW TO LEARN MORE
Visit: www.service-zen.com and www.thedecisionmodel.com
• FREE PRIMER and Case Studies
• 2-Day Decision Modeling Essentials Course
• Download White Papers
• News
Become a member of
the open LinkedIn
The Decision Model
Group
Read articles
and buy
The Decision Model book
Join our presentations
Try It Yourself:
Ask for “free” Visio and Excel Templates
info@service-zen.com
Discuss with us how to apply The Decision Model for your
ITSM, Requirements or Business Rules project

35. Lee Marshall
service-zen.com
647 880 1652
lee@service-zen.com
@servicezen