2013 06 04_5228_case_manager_overview__micha

© 2012 IBM Corporation

ICM Update: Activating Business Opportunities with IBM Case Manager

Michael GreenProduct Marketing, IBM Case Manager


ICM Status: ~160 clients

Sales Percentage by Industry Sales Percentage by Industry

Sales Percentage by Geography Sales Percentage by Geography

A/E/C 2%

Aerospace and Defense

1%

Agriculture 1%

Banking 16%

Education 3%

Energy 5%

Financial 8%

General Business 2%

Government 31%

Healthcare 4%

Insurance 15%

Retail 2%

Technology 7%

Telecommunications 2%

Transportation 2%

NA NE SW EE CEE ISA MEA AP JP LATM

46% 11% 8% 3% 1% 3% 4% 20% 2% 3%

Over 25 installations and countingOver 25 installations and counting

© 2012 IBM Corporation3

o Capgemini, Collaborative Cust Interactionso HCL, MbarkWealth Mgmt & Cust On-Brdingo Insight to Value, Pension Administration (new!)o IMC, Contracts Managemento IPD, ACM for Insuranceo Lighthouse, Event Tracking and Administrationo Pyramid, Wealth Managemento Pyramid, Loan eXpeditor (new!)o Pyramid, Insurance eXpeditor (new!)o Quark, Finance Reportingo TriTek, Incident Insights (new!)

+ 34 in the Pipeline

3

o Formative Solutions, SAP Integrated Invoice Mngt (new!)o Imagine, LoanFlow Mortgage Recognition (new!)o HCL, MbarkWealthMgmt & Customer On-Brdingo Imagine, LoanFlowo IMC, Contracts Managemento Miria, ManagedPayo Prolifics, DocAttach + 9 in the Pipeline

o ECM Universe, RCA for Hotelso ECM Universe, RCA for Law Enforcemento Imagine, LoanFlow Captureo Integritie, SocialMedia Capture4 (SMC4)o Mindshare, Text Analytics Suiteo The Dayhuff Grp, ICA for Lgcy Data Retentiono The Dayhuff Grp, ICA for M&A + 3 in the Pipeline

ECM BP Solution Portfolio Summary:o 261 Solutions in Catalogo 57 ECM Capability Authorized Business

Partners

o + 46 A2V BP Solutions in the Pipeline

Momentum:

o 25 Solutions A2V Approved

o Represented by 20 Unique Business Partners

IBM Case Manager Solutions

IBM Datacap Solutions

IBM Content Analytics Solutions

Accelerate-to-Value (A2V) 2013-3-7


New market demands for achieving outcomes require new approaches...like advanced case management

Gartner “ The Case for Case Management Solutions”, June 2012Gartner “ The Case for Case Management Solutions”, June 2012

“Increased interest in improving information worker productivity through automation has surfaced case management as a prime example of an unstructured process style. More work today is being seen as caselike in industries, beyond government, law and healthcare, which have long-handled work as cases. Newer areas include mortgage origination, university admissions, grants management and customer complaints.” - Gartner

Increased costs and risks from unpredictable processes

Increased costs and risks from unpredictable processes

Higher customer service level expectations

Higher customer service level expectations

Greater demands for productivity amid complex decisions

Greater demands for productivity amid complex decisions

Limited ability to respond to market dynamics

Limited ability to respond to market dynamics

Departing and diminished workforces

Departing and diminished workforces


Many Processes are Cases

Over 60 % of respondents indicate

> 50% of their processes are case


• 63 % of respondents prioritized collecting documents in a case file

• Complete and accurate information is critical

Information to Make Better Decisions


Case Instance – Persistable, Auditable, Long Lived Cases are persisted as content in a folder structure (case object model) Case data lives on long beyond any individual task or action in a case All content management functionality can be applied to the case and its

content

Case folder

Properties

Other folder

Task

Case comment

Document

Case instance comes from a Case

Type

Folder structure was defined in the Case

Type

Documents comes from a document

class

Comments are case folder annotations

CE AuditLog

Case History

Tasks

Annotations

HistoryContainment

Containment


The capability baseline for advanced case management

Forrester Research’s requirements for dynamic case management

Content provides information for applications and knowledge workers and drives case operations automatically and must be an intrinsic part of the product.

Content provides information for applications and knowledge workers and drives case operations automatically and must be an intrinsic part of the product.

Analytics enable organizations to measure performance, optimize outcomes, and detect trends related tobusiness operations and risk. Case insight drives key benefits

Analytics enable organizations to measure performance, optimize outcomes, and detect trends related tobusiness operations and risk. Case insight drives key benefits

The user experience and design provide context and a 360°view of the workload, actions, and history, driving efficiency in solution design, the case lifecycle, and beyond. Business users must be designers.

The user experience and design provide context and a 360°view of the workload, actions, and history, driving efficiency in solution design, the case lifecycle, and beyond. Business users must be designers.

Dynamic tasks must be easily created to address the unpredictability of casework; users must be able to select or create their own tasks based on thecurrent context of their work

Dynamic tasks must be easily created to address the unpredictability of casework; users must be able to select or create their own tasks based on thecurrent context of their work

It’s not enough to have these “available” – for maximal ROI and reduced TCO, these must be embedded, integrated, and easily accessible as part of solution design.

Organizations must be able to take advantage of their advanced case management solutions for a variety of needs across business units

ECM suitesAdapt to policies

automate decisions, manage content through

case life cycle

BPM suitesAdapt and automate business processes

AnalyticsAdapt to the

business' needs for analysis and

reporting

User experience

Adapt to the context of user, task, process

Case management


IBM Business Process Mgr IBM Case Manager

Structured Flow – Repeatable Style Unstructured Flow – Flexible

Process Model Driven Control Knowledge Worker Driven

Loose Coupling – Data managed in external

Systems of RecordData

Tight Coupling – Built upon Persistent Case Infrastructure in

ECM system

Processmodel

User decisions

ECM

Case events

case infrastructure

Complementary … and Integrated

Today, IBM’s Offerings are Optimized for Different Styles of Work


Information to Make Better

Decisions

Support Knowledge

Work

Business Can Take Control

Optimize Case

Outcomes

IBM Case Manager – Four Pillars of Value


IBM Case Manager:Simplifying the delivery of case-based solutions

Core Capabilities

Comprehensive Case Infrastructure

Case User Experiences


The need• Insurer needed to respond quickly to marketplace

opportunities and threats and the business users could not deploy changes in a timely manner.

• Users were relying on antiquated, legacy systems which required custom coding for any change request.

• Desired to expand regional deployments of both underwriting and high frequency claims processes.

The solution• A dynamic platform that would enable them to address

the demands from the business and reduce development cycles.

• Includes migrating from existing systems to IBM Case Manager.

• The phased deployment supports the underwriting portal and cellular phone insurance claims operations and also empowers non-technical business analysts to create, manage and adapt applications for their specific areas.

The solution is targeted to save the company close to $22M USD over five years compared to other available technology alternatives.

A global leader in insurance and reinsurance

Expanding globally and responding to market pressures


State Office of Child and Family ServicesBuilding a efficient and precise criminal background check solution

The solution will streamline criminal background checks that are part of application review processes and will set the agency up with a platform that can support future growth.

The need• This needed to ensure that their Criminal History Review

System (CHRS) efficiently, securely and effectively expedites applications for criminal background checks, ensuring that no child is placed into a home where the person has a criminal background

• Deploy a platform that is flexible to support future needs and potential solutions for other business areas

The solution• IBM translated the agency's requirements into an Advanced

Case Management approach and recommended that IBM Case Manager (ICM) could best serve the agency's needs

• ICM will be used as the agency's platform for the new CHRS infrastructure.

The benefits• ICM dramatically reduces the time needed to process criminal

background check applications, helping the agency protect the children within the State

• The new ICM architecture can support deployment of efficient solutions for other business areas while remaining independent of other agencies


A European BankProviding a crisis management solution operational visibility and continuity

The need• Address any form of a crisis, ranging from cyber attack to earthquake, to

ensure that assets (physical, technical, and employees) are secure and operational and its customers can continue to be served.

• Today, these situations are addressed manually, with crisis analysts seeking information and having to initiate actions and various communications themselves. Further, they may not have visibility into the health of critical business operations, hampering their ability to act.

The solution• ICM with the bank’s chosen GIS system as well as back end systems to deliver

all appropriate information in proper context to crisis analysts. • ICM tasking enables the bank to initiate activities automatically while providing

the crisis analyst the ability to take actions, launch appropriate communications

Projected benefits• Analysts have all relevant information of affected geographies and business

operations available and can take action immediately.• Tasks can be enacted automatically or at the judgment of the analyst, including

ad hoc activities, saving time and providing a decision history of actions taken.• A crisis status and history report is automatically generated for management; it

is also stored for permanent record.


UPDATE

© 2012 IBM Corporation1616 IBM Confidential

IBM Case Foundation(formerly FileNet Business Process Manager)

Name change to describe our focus on Case based solutions.

Process Engine runs in JEE combined with Content engine .

– Significantly reduces TCO of platform– Unified CE-PE server administration console

(ACCE) Other key enhancements

– Enable database simplification and consolidation

– Case Analyzer/Monitor improvements Products removed from the BPM bundle being

announced at eGa– ECM Widgets, path forward is Navigator– Business Process Framework, path forward

is IBM Case Manager


What’s Coming - IBM Case Manager 5.2 – Q3 2013

Significant improvements in UI and consistency with ECM Navigator architecture Significant improvements is development of case applications Added agility for ad-hoc work Ability to handle more complex information and case structures Improved consumability


Benefits of Content Navigator for ICM

Web-based case client that is ready to go with every new case solution deployed - built on the new IBM Content Navigator Framework

Case client UI customization directly in Case Builder

Case client can be configured to display other Content Navigator features to create a more integrated Case and Content environment

More extensive customization using standard and well-accepted web development methods

18IBM Confidential

ICM clients to be built on Navigator framework


Questions?


ICM marketing and deployments: What have we learned?The solution business is different from the platform business

Product ICM is a complex product

– Managing a case workload is different from optimizing a process

– Numerous non-ECM capabilities (client container, ILOG, IBM Forms, etc.)

Implementation skillsSupport skills

– Implementing an ICM PoC <> implementing an enterprise HA/DR ICM solution

Having a partner (channel, SWS, etc.) involved is critical to:– Having an implementation plan– Architecting a solution appropriately– Achieving production status

Client and partner requirements for additional features– Parallel design/development of solutions– Work management capabilities– Richer Case Views, Data Presentation, Case Interaction– Fewer clicks and optimization

Market and Selling Different value proposition

– Primarily targeted at “case workloads”– NOT a “better BPM”– Not just “exceptions”

Sales cycles are long– Use cases/solutions are themselves complex– Clients frequently unsure of all requirements– “Why can’t P8 BPM do this?”

Targets demand a solutions approach– What makes a use case “case style?”– Re-implementing BPM deployments USUALLY will not

demonstrate more value– Selling a platform won’t work– Need to talk about ICM relative to applicability in various

scenarios– ...especially for existing P8 clients

Competitors– Pegasystems– IBM BPM– Any BPM (including P8 BPM)– CRM

We are laser focused on driving our clients to success and referenceability as well as providing as robust a product possible!

We are laser focused on driving our clients to success and referenceability as well as providing as robust a product possible!


“…state of the art advanced case management solution from IBM to further improve our customer responsiveness”

Hedge Fund Services Company in the UK

“The solution will streamline criminal background checks that are part of application review processes and will set the agency up with

a platform that can support future growth.”

Child Welfare Agency in the US

“Ease of adhering to government standards were critical to project success”

Government Agency

Why IBM

2013 06 04_5228_case_manager_overview__micha

Technology

case insight

catalog o

o quark

case lifecycle

process case management

business partners o

o formative solutions

ibm corporation3 o capgemini