Post on 30-Jan-2016
description
2073: Using Event Processing to Dynamically Adjust Human-centric Business ProcessesSmarter BPM using WebSphere Lombardi Edition and WebSphere Business Events
Frank Chisholm Executive Solutions Program Manager - Business Event Processing
Jared Michalec WW WebSphere Technical Sales Leader
The Current BPM Landscape
WebSphere Business Events Overview
(Complex) Event-Driven BPM
WLE + WBE
Architecture and Value Proposition
Demonstration
Summary and Questions
Agenda
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ExecutiveManagement
CustomerService
Risk ManagementTeams
Finance and Ops
AccountAdministration
1. Informal Tasks and Communication (ex Paper or email)
2. Inefficient Working Environment Spans Systems
3. Inconsistent Prioritization and Decision Making
4. Incomplete or Inaccurate Data Flow Between Systems
5. Lack of Cross Process or Process Instance Insight
6. Lack of Insight into Exceptions
7. Unacceptable latency in detecting patterns of activity requiring timely response
Customer Problems:
• Cannot Grow Efficiently
• Poor Customer Satisfaction
• Limited Visibility
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Speed of Business Requires More Responsive Process Automation with Situational Awareness
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Barriers to More Responsive Process Automation with Situational Awareness
Traditional Approaches
TribalKnowledge
Documentsand Spreadsheets
Technical Implementation Tools
Focus only on point problems
Applications predetermine business processes
Inflexible – they do what they do
High cost of customization
Long deployments
No consistency
No auditability
No optimization
No automation
Over-reliance on a few “gurus”
Many of the same challenges as applications
Tooling too hard to use for all process stakeholders
Result in brittle, expensive applications
Often used for “stand alone” projects
Documentation does not = process improvement
No enforcement of how process actually runs
Typically leads to “tribal knowledge” scenario
MonolithicApplications
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ExecutiveManagement
CustomerService
Risk ManagementTeams
Financeand Ops
Account Administration
PROCESS
1. Automate workflow & business event processing
2. Monitor for patterns of activity and initiate actions at the right time
3. Real-time visibility and process control
4. Reduce errors and improve consistency
5. Leverage existing systems and data
6. Standardize response enterprise wide
Customer Benefits:
• Improve responsiveness to actionable business situations
• Huge Reduction in Manual Work, Errors
• Easier to Manage the Business
Process Automaton & Business Event Processing Enable More Responsive Processes with Situational Awareness
RULES
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The Current BPM Landscape
WebSphere Business Events Overview
(Complex) Event-Driven BPM
WLE + WBE
Architecture and Value Proposition
Demonstration
Summary and Questions
Agenda
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…a Business Event?
Any electronic signal (message) indicating a change in the state of the business has occurred
…Business Event Processing?
The ability to sense when an event or event pattern has occurred (or not occurred) – indicating an actionable business situation – and to coordinate the right response (action) at the right time.
What is…
A PIN is changed
A call to the help desk
A New Location is Detected
!Sales
Follow-upCorrelation
Multiple Product Inquiries
A sale is made
“Events… pass silently back and forth… as unrelated pieces of communication. They are a source of great power, for when they are correlated, they yield a wealth of information.”
-Dr. David Luckham, Professor Emeritus, Stanford University
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Cross-Sell/Up-Sell: Abandoned shopping carts present a sizeable opportunity to online retailers.
Mitigate Risk
Fraud Detection: Financial institutions require constant monitoring for suspicious patterns of diverse activities and the ability to continually and quickly adjust for interesting patterns.
Increase Sales
Successful Companies Sense and Respond to Opportunities and Risks
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Complex Event Processing
Business User Interface
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WebSphere Business Events
The Convergence of Power and Ease of Use
WebSphere Business Events: Empowering the Business User
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Empowered Business User
Business Services
Web Services
Business Processes
Applications
External Event
Sources
Alerts/KPIs
BPM
Event Sources
More Than 15Visits in 1 Year
Large Purchase
Turbulent, Disparate,Non-Deterministic, Un-sequenced Events
Capture
5th Purchase in 3 months
Same/Similar Product Line
Long Time Customer Cash
Transaction
“Offer reduced rate Credit Card"
Automated Action “Offer Customer Loyalty Discount"
WebSphere Business Events Correlation of business events from any source, over any time frame
WBE RuntimeEvaluations Correlations
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Mitigate Risk and Identify Opportunities
Faster Time to Value
Greater Agility
Through earlier and more intelligent insight
Real-time Discovery and Response to Actionable Situations
Reduced time to Implement Sense and Response Process
WebSphere Business Events – Key Benefits
Sense and Respond to Actionable Situations at the Right Time
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The Current BPM Landscape
WebSphere Business Events Overview
(Complex) Event-Driven BPM
WLE + WBE
Architecture and Value Proposition
Demonstration
Summary and Questions
Agenda
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How to Make Process Automation Smarter, Simpler, Faster
Rule Developers
Process Developers
BusinessSubject Matter Experts
Policy Managers &Analysts
Operational Managers
RapidDevelopmentTools
CollaborativeDiscovery Tools
Intelligent User Interfaces
Process Owners &Analysts
Process . . .
Process Mgmt / Analysis Tools
Business Event Processing Tools
Real-timeVisibility / Control
ITGovernance
Business event
Business event
Business Event
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Process
Smarter.Intelligent user interfaces and rule-driven business event management.
End Users
Simpler.Graphical, business-friendly tools allow everyone to participate easily.
Faster.Rapid build, reuse, analysis, and change - with strong governance.
Application
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Flexibility, Scalability of a Two-Pronged ApproachCritical for a long-term business improvement program
Different roles can drive process management and business event logic
Change once, apply everywhere Ensure decision consistency when required by
policies or regulations
Decision changes tend to be more frequent Externalizing rules allows processes to remain
more stable and streamlined
Process improvement team: process owners, analysts, developers
Policy managers & analysts (e.g., pricing, eligibility, risk/compliance specialists)
Process and business event logic can have separate lifecycles and governance requirements
Business Event logic can be shared and reused across processes and other applications
Processes and Business Event logic can be deployed independently
Implementation can be done in parallel or staged according to priorities
Two-Pronged Approach to More Responsive Process AutomationProcess Management Business Event Management
Defines and orchestrates the end-to-end process
Combines automation with user interaction
Is fundamentally concerned with operational efficiency of the organization
Defines and detects event patterns which start, stop or resume process execution
Is focused on detecting actionable business situations as they happen and initiating the right response at the right time
Is fundamentally concerned with the situational awareness of the organization
2. Action to initiate/interrupt appropriate process
2. Action to initiate/interrupt appropriate process
Event ProcessingCorrelate Business Events and detect Business Situations
Business Processes and Human Task Applications
BPM
1. Recognizes patterns which requires action
1. Recognizes patterns which requires action
4. Event representing key business process step or outcome
4. Event representing key business process step or outcome
Events
3. Execute the business process3. Execute the business process
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The Current BPM Landscape
WebSphere Business Events Overview
(Complex) Event-Driven BPM
WLE + WBE
Architecture and Value Proposition
Demonstration
Summary and Questions
Agenda
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Integrated Process & Business Event Management from IBM
Lombardi Edition + WBE together provide a scalable enterprise platform for smarter, more responsive process automation
Lombardi Edition + WBE together provide a scalable enterprise platform for smarter, more responsive process automation
– A powerful, scalable, flexible event processing platform - enables situational awareness - manages the business events flowing across systems and people and detects and responds to actionable situations
– Business user oriented interfaces reducing time to value - enables users to describe in business terms the events and patterns to detect and react to through intuitive business user tools
– Designed to expect change – supports incremental development and deployment Empowers the line of business user, rapid deployment and responsiveness to change
– Simplicity & sophistication – user experience allows business users to engage more fully in process design and improvement
– Lower implementation cost, effort, and risk – than other BPM alternatives– Built-in Performance Data Warehouse, Optimizer – for automatic tracking, analysis, and optimization
of process applications– Designed to scale easily to multi-project, multi-version enterprise BPM programs
Single, comprehensive platform for rapid development and management of business process applications
Enterprise BEP that supports management and sharing of business event logic across applications
WebSphere Lombardi Edition
WebSphere Business Events
WBE WLE
Example #1: Pre-qualification
Benefit: Reduce the need for human interventionBenefit: Reduce the need for human intervention
Initiate Sales Follow-up Process
Web Page Viewed
Call Received
Email Question
If any 2 of these events received within 1 week for the same customer,
this is a possible opportunity.
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WBEWLE
Example #2: Interruptions to In-Flight Processes
Benefit: Reduce the need for human interventionBenefit: Reduce the need for human intervention
Cancel all applications for people in the
same household
Credit Application
Started
If the total value of credit requested > $50,000 for
a household, this is possible fraud.
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WBE WLE
Example #3: Use Outcomes of Previous Business Processes
Benefit: Ability to adjust logic on the fly based on past behaviorBenefit: Ability to adjust logic on the fly based on past behavior
Investigate suspicious
activity
Email Address Changed
International Transaction
Address Change
If email or address change and more than 2
international transactions, this is possibly suspicious.
These transactions were validIf email or address
change and more than 4 international
transactions, this is possibly suspicious.
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WBEWLE
Example #4: Cross-Process Correlation
Benefit: Better responsiveness and visibility into existing business logicBenefit: Better responsiveness and visibility into existing business logic
Initiate a new process
Loan Approval Started
If more than 20 approvals for same branch are still pending after 10 days,
need to escalate.
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Solution: Reusable wheeled containers move parts from where they are received to where they need to be. WBE and WebSphere Premises Server utilize RFID tag signals from the containers to achieve visibility and traceability of their movement and use and the parts they carry throughout the plant. WBE detects patterns of activity representing inefficiencies, component shortages, misplaced inventory, or potential problems from supplier, warehousing, or manufacturing processes and to provide notification and alerts and initiate BPM processes for corrective action.
Results: Improved operational efficiency Increased awareness and responsiveness to manufacturing processes Improved inventory utilization Reduction of costly manufacturing delays
Business Challenge: Improving manufacturing efficiency and traceability requires the ability to identify potential manufacturing delays immediately and respond A large aircraft manufacturer continuously receives parts and sub-assemblies from suppliers and partners that must be directed to the right place in the manufacturing process at exactly the right time.
Manufacturing Reusable Container Tracking
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Solution: They are implementing WBE to ensure all required case information is received before scheduling a court hearing. WBE will monitor events around captured information and initiate appropriate notifications and actions to various systems/people when critical information is missing or requirements for appearance are in jeopardy.
Results:
Government – Court Management
Automated the tracking of receipt of critical case informationEnsured all case files sent to court are complete Improved court resource utilization
Business Challenge: Court systems are challenged to maximize the effectiveness of resource utilization. Cases are often scheduled for appearance before case files are complete.
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The Current BPM Landscape
WebSphere Business Events Overview
(Complex) Event-Driven BPM
WLE + WBE
Architecture and Value Proposition
Demonstration
Summary and Questions
Agenda
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Business Users Directly Manage Process & Business Events
Lombardi• 100% graphical design• “Picture is the process”• Designed for business engagement / collaboration
Business Events• Unequaled business user empowerment• Superior event processing functionality• Broadest access to event sources
Data FilterInteraction UI
Business Analyst
Business Analyst
Filter UI
IT DeveloperIT Developer
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• WBE detects “when” an event or event pattern occurs (actionable situation) and generates one or more messages (actions) alerting the infrastructure
• When any application or process, operating in the IT infrastructure, receives an alert message (posted by WBE) indicating an actionable situation has occurred, it will determine “what” to do” I.e. do nothing, execute and when finished create a new event message or not
Knowing “When” Allows Coordination of “What” To Do
Event Processing is About Determining “When” To Act
EventsEvent Sources / Event Sinks
Extended Information Infrastructure
Applications
SensorsPeople
Processes
Information Transactions
Infrastructure
EventEvent
EventEvent
ActionAction
ActionAction
ActionAction
ActionAction
EventEvent
EventEvent
WHAT To Do
WHEN To Respond
BEP
WebSphere Business Events
Leveraging the Existing Infrastructure -- Detecting and Responding to Actionable Situations
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Business Event Processing to Interrupt or Start a New Process
Credit Card Application Process
Fraud Investigation Process
Sample WBE Interaction27
WebSphere Business Events Testing/Simulation
WebSphere Lombardi Edition + WebSphere Business Events
WLEProcess Server
WLEPerformance Data Warehouse
WebSphere Lombardi Edition Process Portal
WLE Authoring Environment
Portal / ScoreBoards
Coaches
Lombardi for Office
WebSphere Lombardi Edition Authoring
WebSphere Business Events Design Tools
WebSphere Business Events Server
WebSphere Business Events Design
WebSphere Business Events Design Data
Integration components / services
WBE Connector Framework WLE Process Optimizer
ProcessRepository
PerformanceRepository
Business Events
Repository
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The Current BPM Landscape
WebSphere Business Events Overview
(Complex) Event-Driven BPM
WLE + WBE
Architecture and Value Proposition
Demonstration
Summary and Questions
Agenda
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The Current BPM Landscape
WebSphere Business Events Overview
(Complex) Event-Driven BPM
WLE + WBE
Architecture and Value Proposition
Demonstration
Summary and Questions
Agenda
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