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Operational Process Analytics - Why traditional analytics and monitoring are not enough for todays BPM demands

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A talk from the Activiti Global User Day 2015 in Paris. It covers the topic of operational intelligence. Why it is an important topic, specifically for Business Process Management, why current BPM vendors don't cover it and the typical reaction to use Business Intelligence methods are not enough. I then go into how Cupenya is solving this and how easy it is to get started with the Open Source Activiti Process engine with one line of code to provide real-time and predictive, operational analytics to business users.

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Operational Process Analytics - Why traditional analytics and monitoring are not enough for todays BPM demands

  1. 1. Elmar Weber | @weberelm Operational Process Analytics Why traditional analytics and monitoring are not enough for todays BPM demands Activiti User Day 2015, 10th June, Paris
  2. 2. About Me | Why Listen to My Crap? • 8 Years consulting on BPM and big data projects in Java and Scala • Worked for enterprises like SAP and EWE to solve their BPM analytics problems • Developed on a lot BPM solutions like SAP NetWeaver, IBM Process Server, Oracle Fusion, Inubit, jBPM, Activiti,, … • <shameless> <plug> Two years building software that specifically solves BPM analytics problems </plug> </shameless> Elmar Weber | @weberelm
  3. 3. Key Takeaways | If you don’t follow the whole 30 minutes • Why operational intelligence and prediction matters • Difference to technical monitoring • Why pure BI doesn’t cut it • How to get started with operational analytics on Activiti
  4. 4. 1920 2000Manufacturing landscape
  5. 5. 1990 2020Shared Services landscape Faster Flexible Measurable Automated
  6. 6. No operational overview back-office High impact incident Overdue Task bottleneck Idle task for too long Customer complain
  7. 7. unmonitored operations can have high business impact
  8. 8. Manufacturing control room Shared Services control room Workforce Management? Incident Management? Process Optimization?
  9. 9. Provided by Vendors: Technical Monitoring
  10. 10. Provided by Vendors: Technical Monitoring
  11. 11. Provided by Vendors: Technical Monitoring
  12. 12. Provided by Vendors: Technical Monitoring
  13. 13. Provided by Vendors: Technical Monitoring
  14. 14. Provided by Vendors: Technical Monitoring
  15. 15. Technical Monitoring vs. Business Monitoring Business Problems • Customer not reachable • Supplier ran out of stock • SLA about to get violated Technical Problems • Process crashed because of infrastructure error • Invalid data for gateway expression evaluation Business Questions • Which ticket to solve first • What action to take to prevent loss • Impact of task times on costs Technical Questions • When to add new database server • Technical task response times
  16. 16. Provided by Vendors: Simple BI Like Reporting
  17. 17. Provided by Vendors: Simple BI Like Reporting
  18. 18. 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Impact towards Operational Excellence Service Processes: History of BPM MANAGEMENT SCIENCE WORKFLOW AUTOMATION BPM Principles Frederic Taylor Production Line Henry Ford Petri Nets Carl Adam Petri Turing Machine Alan Turing INDUSTRIALIZATION ANALYTICS Internet of Things Industrialization 4.0 BPM-Engines Activiti, SAP, IBM, … iBPMS Appian, Pega, … Business Intelligence Business Objects, … Operational Intelligence SAP OPINT, … SIX SIGMA Motorola Lean Manufacturing Toyota Office Information Systems Michael Zisman Deep Learning Prediction Palantir Electrification Industrialization 2.0 Digitization Industrialization 3.0 Enterprise Performance Management IT Operational Analytics Splunk, New Relic, Sumo Logic Simple-BPM Effectiv, …
  19. 19. Business Intelligence vs. Operational Intelligence: So what’s the difference? CRM PLMSRM HR SCM Approve this credit card transaction? Send this package by air or ground?Expedite the order? What cross-sell offer to make? LEGACY Adjust call center operations? How to recover lost orders? Is it time to order more material? Which customer to target? What policies for credit card approval? What prices to use on our price list? What product specifications to use? What business should we be in? Should we acquire that company? OPERATIONAL INTELLIGENCE REGULAR BI AND ANALYTICS Operational Decisions Tactical Decisions Strategic Decisions Source: Gartner
  20. 20. Why traditional Business Intelligence can’t solve the problem (1) Unstructured Data Data Warehouse SERVICE LEGACYCRM PLMSRM HR SCM 1 Connection & Synchronization 2 Real-Time 3 Operational Context 4 Pro-Active & Prediction 5 Call-to-Action SHARED PROCESSES SSC-AGENTS CHALLENGE: RIGHT DATA, RIGHT CONTEXT AT THE RIGHT TIME!
  21. 21. Why traditional Business Intelligence can’t solve the problem (2)Business Intelligence LEGACY CRM PLM SRM HR SCM Data cubes Queries Forecasting Real-time Event based Predictive Reactive Descriptive Analytical Proactive Process context Insight-to-action Operational Intelligence
  22. 22. Disrupt BPM through Operational Intelligence and Predictive Analytics Contextual Data Real-time monitoring (BAM) Relevant Data Predictive knowledge OPERATIONAL ANALYTICS PRO-ACTIVE DECISION SUPPORTC U P E N Y A I N S I G H T S SSC-AGENTS 2 Business Events + Context Data 100% Data in Real-Time <-> 1 Connector 3 1 KPI-Design on-the-fly LEGACYCRM PLM SRM HR SCM ERP-Layer SSC KPI-Templates 5 4 Proactive Action-ListPrediction + Alerts + + SERVICESHARED PROCESSES
  23. 23. DEMO TIME www.cupenya.com www.cupenya.com
  24. 24. Easy Integration into Activiti • Requirements: Maven JAR Dependency and free cloud account (com.cupenya.agent.activiti.cupenya-activiti-agent) • Integrate BPMN Parse Listener into configuration (Spring, Standalone, …) com.cupenya.agent.activiti.listener.CupenyaParseHandler • Check it out: https://github.com/cupenya/cupenya-activiti-agent
  25. 25. Outlook • Process import automatically discover and import deployed processes • Insights to action adjust process flow and outcome in Activiti • Task State Support add support for idle time, pending, etc based on Activiti task model • Simulation (Crystallball)? • ….
  26. 26. Elmar Weber | @weberelm elmar@cupenya.com Predict, detect, act. www.cupenya.com Questions
  27. 27. Predict, detect, act. www.cupenya.com “Cupenya Insights truly does turn real-time business process monitoring into actionable insight, predicting operational issues and potential risks before they could manifest. And it’s really meant to be used by business people, because it was built as such – unlike the typical IT products with a pretty interface. If you’re a manager looking to learn more about the operations of your business and find ways to optimize them, Cupenya Insights gives you everything you need. Also, it does that without the IT bottleneck and heavy investment associated with enterprise analytics. And if you’re a large ‘frankenstack’ software vendor, then better watch your back.” - THEO PRIESTLEY Elmar Weber | @weberelm elmar@cupenya.com
  28. 28. REAL TIME UPDATES VISUAL KPI PERFORMANCE MULTI-SYSTEM SUPPORT DETAILED INCIDENT INFORMATION CUPENYA INSIGHTS: NEXT GENERATION OF REAL-TIME PROCESS MONITORING
  29. 29. PROJECTED WORKFLOW PATH CONTINUOUS MACHINE LEARNING CUSTOMIZABLE NOTIFICATIONS PREDICTED KPI PERFORMANCE CUPENYA INSIGHTS: TICKET PREDICTION OF SLAs & PROCESS-ROUTING
  30. 30. CUSTOMIZABLE DASHBOARD MANAGED PERIODIC DELIVERY DRILL-DOWN REPORTS CUPENYA INSIGHTS: SELF MANAGED ANALYTICS FOR REAL-TIME DASHBOARDS
  31. 31. PROCESS HEAT MAP IMPACT ASSESSMENT ROOT-CAUSE ANALYTICS CUPENYA INSIGHTS: ROOT CAUSING AND IMPACT ANALYSIS

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