The days where analytics could be an afterthought are over. In this era of unprecedented business change, one needs contextual, real-time insights and the ability to immediately act on them. In these slides, we will take an in-depth look at the power of combining real-time analytics and BPM, the different audiences, the difference between reporting and business intelligence (BI), and how they all come together to bring big benefits to business users and enable change.

1. Set Your Course for Change
with Real-Time Analytics and
Insights
2014 Gartner BPM Summit
Nicolas Marzin
Head of BPM Field Group

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services. It is for informational purposes only and its contents are subject to change without notice. © Copyright 2000-2014 TIBCO Software Inc.
All rights reserved. TIBCO Confidential & Proprietary Information.
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could cause actual results or financial performance to differ materially from those
contained in any forward-looking statement made in connection with this
presentation. TIBCO does not undertake to update any forward-looking
statement that may be made from time to time or on its behalf.
2
Safe Harbor Disclosure

3. This document (including, without limitation, any product roadmap or statement of direction data) illustrates the planned testing, release and availability dates for TIBCO products and
services. It is for informational purposes only and its contents are subject to change without notice. © Copyright 2000-2014 TIBCO Software Inc.
All rights reserved. TIBCO Confidential & Proprietary Information.
• This document (including, without limitation, any product roadmap or statement
of direction data) illustrates the planned testing, release and availability dates
for TIBCO products and services. This document is provided for informational
purposes only and its contents are subject to change without notice. TIBCO
makes no warranties, express or implied, in or relating to this document or any
information in it, including, without limitation, that this document, or any
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transmitted in any form or by any means without our prior written permission.
Disclaimer

4. This document (including, without limitation, any product roadmap or statement of direction data) illustrates the planned testing, release and availability dates for TIBCO products and
services. It is for informational purposes only and its contents are subject to change without notice. © Copyright 2000-2014 TIBCO Software Inc.
All rights reserved. TIBCO Confidential & Proprietary Information.
Analytics sets your course for Change
BIG Business Benefits
Real-Time Visibility
Actionable Insights

5. This document (including, without limitation, any product roadmap or statement of direction data) illustrates the planned testing, release and availability dates for TIBCO products and
services. It is for informational purposes only and its contents are subject to change without notice. © Copyright 2000-2014 TIBCO Software Inc.
All rights reserved. TIBCO Confidential & Proprietary Information.
Agenda
Who consumes BPM Analytics?
What is driving their use?
Where can they find the answers?
What actions do they want to take?
Continuous operational efficiency

6. This document (including, without limitation, any product roadmap or statement of direction data) illustrates the planned testing, release and availability dates for TIBCO products and
services. It is for informational purposes only and its contents are subject to change without notice. © Copyright 2000-2014 TIBCO Software Inc.
All rights reserved. TIBCO Confidential & Proprietary Information.
Agenda
Who consumes BPM Analytics?
What is driving their use?
Where can they find the answers?
What actions do they want to take?
Continuous operational efficiency

7. This document (including, without limitation, any product roadmap or statement of direction data) illustrates the planned testing, release and availability dates for TIBCO products and
services. It is for informational purposes only and its contents are subject to change without notice. © Copyright 2000-2014 TIBCO Software Inc.
All rights reserved. TIBCO Confidential & Proprietary Information.
• End Users
• People using the Business Process
Platform to complete work
• Team Leader
• Operations Manager responsible for
team performance
• Line of Business Manager
• Responsible for a LoB’s overall
performance
• Customer Experience/Service Managers
• Responsible for customer satisfaction
7
Who Consumes Analytics
Easy to Use

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services. It is for informational purposes only and its contents are subject to change without notice. © Copyright 2000-2014 TIBCO Software Inc.
All rights reserved. TIBCO Confidential & Proprietary Information.
Am I meeting my individual goals?
Daily? Monthly? Yearly?
Am I meeting the objectives that
I am evaluated on?
What is the contextual data that I
need to perform my tasks?
What is my workload for today?
What Are The End Users’ Questions?

9. This document (including, without limitation, any product roadmap or statement of direction data) illustrates the planned testing, release and availability dates for TIBCO products and
services. It is for informational purposes only and its contents are subject to change without notice. © Copyright 2000-2014 TIBCO Software Inc.
All rights reserved. TIBCO Confidential & Proprietary Information.
Do I have enough resources?
For Today? Tomorrow? This Week?
How should/could I optimize?
Did I meet my objectives?
What is my team’s performance?
What should I prioritize?
Is anything in jeopardy?
What Are The Operations Manager’s Questions?

10. This document (including, without limitation, any product roadmap or statement of direction data) illustrates the planned testing, release and availability dates for TIBCO products and
services. It is for informational purposes only and its contents are subject to change without notice. © Copyright 2000-2014 TIBCO Software Inc.
All rights reserved. TIBCO Confidential & Proprietary Information.
Do I have quality issues?
E.g. Signatures, maker-checker loops
Where are my opportunities for improvement?
How is my business performing?
What are my impacts, trends, or other
domain specific information?
Did I meet my objectives?
What Are The LoB Manager’s Questions?

11. This document (including, without limitation, any product roadmap or statement of direction data) illustrates the planned testing, release and availability dates for TIBCO products and
services. It is for informational purposes only and its contents are subject to change without notice. © Copyright 2000-2014 TIBCO Software Inc.
All rights reserved. TIBCO Confidential & Proprietary Information.
What Are The Customer Service Manager’s Questions?
What is my Net Promoter Score?
(Customer Loyalty Indicator)
How do I provide visibility to our customers?
Did I meet my objectives?
What was the reception of the last promotion?
Are any customer orders/processes in jeopardy?

12. This document (including, without limitation, any product roadmap or statement of direction data) illustrates the planned testing, release and availability dates for TIBCO products and
services. It is for informational purposes only and its contents are subject to change without notice. © Copyright 2000-2014 TIBCO Software Inc.
All rights reserved. TIBCO Confidential & Proprietary Information.
• BPM delivers Work to People with Objectives
• Operational Objectives:
• E.g. Process loan applications in less than 48 hours
• Organizational Objectives:
• E.g. My team works on claims in the morning and new
subscriptions in the afternoon (except on Wednesdays)
• Management Objectives:
• Management by Objectives: Quantity or cycle time individual
objectives
• Emulation: Create an individual performance culture
• Team Spirit: Cultivate team work and assisting team members
Agility Meeting the objectives
CONTRAINTS
IN YOUR
MODEL
FREE TO
CHANGE
AT
RUNTIME
AT
ANYTIME

13. This document (including, without limitation, any product roadmap or statement of direction data) illustrates the planned testing, release and availability dates for TIBCO products and
services. It is for informational purposes only and its contents are subject to change without notice. © Copyright 2000-2014 TIBCO Software Inc.
All rights reserved. TIBCO Confidential & Proprietary Information.
Agenda
Who consumes BPM Analytics?
What is driving their use?
Where can they find the answers?
What actions do they want to take?
Continuous operational efficiency

14. This document (including, without limitation, any product roadmap or statement of direction data) illustrates the planned testing, release and availability dates for TIBCO products and
services. It is for informational purposes only and its contents are subject to change without notice. © Copyright 2000-2014 TIBCO Software Inc.
All rights reserved. TIBCO Confidential & Proprietary Information. 14
What Are The Key BPM Metrics?
Work Backlog Breakdown
By Global Priority
By Process/Business Family
By Market Segment/Customer
By Profile/Skillset Required
(FTE Estimates)
By SLA Status (In SLA, Approaching SLA, Overdue)
Who is Working on What??
Daily Trends

15. This document (including, without limitation, any product roadmap or statement of direction data) illustrates the planned testing, release and availability dates for TIBCO products and
services. It is for informational purposes only and its contents are subject to change without notice. © Copyright 2000-2014 TIBCO Software Inc.
All rights reserved. TIBCO Confidential & Proprietary Information. 15
What Are The Key BPM Metrics?
Resource Pool
• What is my capacity?
• What profiles,
capabilities, proficiency
levels
• My Team, Region,
Global
Processes
Performance
• Volumes
• Cycle times, Wait times
• Loops (Quality Control)
• Processing behaviors
(Forward To,
Escalations)
• Rejection rates
FR
EN
SP
Business Data
• Cases status and
visibility
• Business data related
metrics
• E.g. Which products
generate the biggest
number of claims?
• E.g. Top customers
Policy
Holder
Policy
Claim(s)

16. This document (including, without limitation, any product roadmap or statement of direction data) illustrates the planned testing, release and availability dates for TIBCO products and
services. It is for informational purposes only and its contents are subject to change without notice. © Copyright 2000-2014 TIBCO Software Inc.
All rights reserved. TIBCO Confidential & Proprietary Information.
TIBCO BPM Solution Overview
Process Engine
Distribution Engine
User Interfaces
Resources
Processes
Business
Data
Requirement
Gathering
Business
Analyst
Process
Developer
Executable
Models
Integration (ESB)
Monitoring & Performance
Optimization

17. This document (including, without limitation, any product roadmap or statement of direction data) illustrates the planned testing, release and availability dates for TIBCO products and
services. It is for informational purposes only and its contents are subject to change without notice. © Copyright 2000-2014 TIBCO Software Inc.
All rights reserved. TIBCO Confidential & Proprietary Information.
TIBCO Solution
Analytics & Visualization
(Spotfire)
Reporting & Embedded BI
(Jaspersoft)

18. This document (including, without limitation, any product roadmap or statement of direction data) illustrates the planned testing, release and availability dates for TIBCO products and
services. It is for informational purposes only and its contents are subject to change without notice. © Copyright 2000-2014 TIBCO Software Inc.
All rights reserved. TIBCO Confidential & Proprietary Information.
• Railways company in Europe
• Raising cases for planning maintenance work on the railway network
• Use Analytics to correlate cases and optimize planning
• Bank in Asia
• Process unsecured lending cases for customers across the Asia region
• Language, TX Amount, SLA, Market Segment, Type of products
• Use Analytics to Optimize Work processing, Resource utilization, and to enforce
changing business priorities
• Bank in Europe
• Provides mortgages to customers, through a network of branches & brokers
• Use analytics to combine & align Mortgage Process to NPS Scores
Customer use cases

19. This document (including, without limitation, any product roadmap or statement of direction data) illustrates the planned testing, release and availability dates for TIBCO products and
services. It is for informational purposes only and its contents are subject to change without notice. © Copyright 2000-2014 TIBCO Software Inc.
All rights reserved. TIBCO Confidential & Proprietary Information.
• Understand Current Performance From Past Execution
• Volumes per day, per user
• Average cycle times
• Seasonal behaviors
• Day trends
• Top performers
19
Patterns Discovery Dashboards

20. This document (including, without limitation, any product roadmap or statement of direction data) illustrates the planned testing, release and availability dates for TIBCO products and
services. It is for informational purposes only and its contents are subject to change without notice. © Copyright 2000-2014 TIBCO Software Inc.
All rights reserved. TIBCO Confidential & Proprietary Information.
• Measure the Situation in Real Time
• Work Backlog: SLAs, Types, Skillsets required
• Resource Pool: Global, Regional, Team
assessment of FTE capacity by skillsets
• Dashboards should facilitate comparing the two
20
Measure in Real-time

21. This document (including, without limitation, any product roadmap or statement of direction data) illustrates the planned testing, release and availability dates for TIBCO products and
services. It is for informational purposes only and its contents are subject to change without notice. © Copyright 2000-2014 TIBCO Software Inc.
All rights reserved. TIBCO Confidential & Proprietary Information.
• Performance Projections
• As-Is: Based on the past metrics, the current backlog, and the current resource
pool availability, how is the stock likely to be processed?
• What-If: Scenarios to forecast future
• Adjusting/simulating priority levers
• Adjusting/simulating resources capacity
21
Forecast and Predict

22. This document (including, without limitation, any product roadmap or statement of direction data) illustrates the planned testing, release and availability dates for TIBCO products and
services. It is for informational purposes only and its contents are subject to change without notice. © Copyright 2000-2014 TIBCO Software Inc.
All rights reserved. TIBCO Confidential & Proprietary Information.
Agenda
Who consumes BPM Analytics?
What is driving their use?
Where can they find the answers?
What actions do they want to take?
Continuous operational efficiency

23. This document (including, without limitation, any product roadmap or statement of direction data) illustrates the planned testing, release and availability dates for TIBCO products and
services. It is for informational purposes only and its contents are subject to change without notice. © Copyright 2000-2014 TIBCO Software Inc.
All rights reserved. TIBCO Confidential & Proprietary Information.
• Actions on the work backlog
• Re-Prioritize Work
• Based on the best what-if scenario
• Actions on the resources pool
• Add resources
• Temporarily or longer term
• From another team or recruitment
• Change resources focus
• Train resources
• If higher proficiency needed
• Request process improvement
• Change a threshold
• Change a rule
• Add/Remove Tasks
23
Dashboard Driven Actions

24. This document (including, without limitation, any product roadmap or statement of direction data) illustrates the planned testing, release and availability dates for TIBCO products and
services. It is for informational purposes only and its contents are subject to change without notice. © Copyright 2000-2014 TIBCO Software Inc.
All rights reserved. TIBCO Confidential & Proprietary Information. 24
Continuous Operational Efficiency
BPM Analytics
Available Resources
Work Backlog &
Statistics
Ops Leader
Monitor
Real-time
KPIs
Re-Prioritize
Execute
Re-Prioritization
Multi-Channel
TIBCO ActiveMatrix BPM
Work Item
Product
Tx Value
Segment
Q Date
Priority
…
Ops
Director
Floor-Level
View
Enterprise Work List
Offered
Priority by
weighted
parameters
Re-compute weighted
priority for pending work
Ops Users
Work item 2
“Get Next”
Work item assigned
automatically
by capability & profile
Work item 1
Adjust
what-if
Prioritization
Run
Simulation
scenario
Priority
Levers
Product
Tx Value
Segment
Q Date
RE-PRIORITIZE
SIMULATE
Decide optimal
re-prioritization
Work List
Work item 3
Work item 5
Work List matching
both user profile
(capabilities) and
priorities
…
Ops Leader
Workforce
Model
Workforce Admin
Update Profiles,
Capabilities,
Authorizations
Work item 1
Work item 2
Work item 3
Work item 4
Work item 5
…

25. This document (including, without limitation, any product roadmap or statement of direction data) illustrates the planned testing, release and availability dates for TIBCO products and
services. It is for informational purposes only and its contents are subject to change without notice. © Copyright 2000-2014 TIBCO Software Inc.
All rights reserved. TIBCO Confidential & Proprietary Information.
Agenda
Who consumes BPM Analytics?
What is driving their use?
Where can they find the answers?
What actions do they want to take?
Continuous operational efficiency

26. This document (including, without limitation, any product roadmap or statement of direction data) illustrates the planned testing, release and availability dates for TIBCO products and
services. It is for informational purposes only and its contents are subject to change without notice. © Copyright 2000-2014 TIBCO Software Inc.
All rights reserved. TIBCO Confidential & Proprietary Information.
Continuous Operational Efficiency
MEASURE
• Discover Patterns
• Monitor in Real Time
PREDICT
• Adjust Priority Levers
• Forecast What-if
Outcomes
OPTIMIZE
• Re-balance Work
• Manage the Workforce
Model
BPM with Analytics

27. This document (including, without limitation, any product roadmap or statement of direction data) illustrates the planned testing, release and availability dates for TIBCO products and
services. It is for informational purposes only and its contents are subject to change without notice. © Copyright 2000-2014 TIBCO Software Inc.
All rights reserved. TIBCO Confidential & Proprietary Information.
• Intelligent Workforce Management for fine-grain and dynamic work distribution,
based on richer user profiles including skills, authorization, and membership
• Universal Inbox model eliminates the overhead of manually managing 1000s of
queues
• Workflow Patterns supporting process enhancements
Improved Productivity
• Visibility is more extensive and in real time for better decision support
• Forecast SLA projections on “what-if” scenarios using re-prioritization levers
• Execute re-balancing and re-prioritization of work or resources at runtime, achieving
closed-loop process improvement
Improved Visibility, Agility, Reduced Time to Action
• Enables “Command and Control” type of dashboards to managers
• Mobile ready, Easy to use
Improved User Experience
Business Benefits

28. This document (including, without limitation, any product roadmap or statement of direction data) illustrates the planned testing, release and availability dates for TIBCO products and
services. It is for informational purposes only and its contents are subject to change without notice. © Copyright 2000-2014 TIBCO Software Inc.
All rights reserved. TIBCO Confidential & Proprietary Information.
Analytics sets your course for Change
BIG Business Benefits
Real-Time Visibility
Actionable Insights

29. This document (including, without limitation, any product roadmap or statement of direction data) illustrates the planned testing, release and availability dates for TIBCO products and
services. It is for informational purposes only and its contents are subject to change without notice. © Copyright 2000-2014 TIBCO Software Inc.
All rights reserved. TIBCO Confidential & Proprietary Information.
Experience it Live in the Solution Showcase

30. This document (including, without limitation, any product roadmap or statement of direction data) illustrates the planned testing, release and availability dates for TIBCO products and
services. It is for informational purposes only and its contents are subject to change without notice. © Copyright 2000-2014 TIBCO Software Inc.
All rights reserved. TIBCO Confidential & Proprietary Information.