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IBM Case Manager

(Product Update)

Allen Takatsuka

WW ECM Solution Consultant and

Architect

IBM Case ManagerActivating Content and Optimizing Outcomes

• Addressing new knowledge worker challenges

• Focus on improving the effectiveness and efficiency in achieving case outcomes

• Knowledge workers can rapidly leverage industry best practices

• IBM Business Partners, GBS and IBM Software are offering industry-specific solutions

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Agenda

• IBM Case Manager (ICM) Introduction

• Market Differentiation and Momentum

• ICM 5.1 Feature Highlights

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A day in the life of a knowledge worker

Make complex decisions, address service requests, or conduct investigations by…

Toggling across multiple applications

Locating and corresponding with experts

Searching for informationCreating personal reminders

Waiting for responses

Claims

CRMProviders

ERROR PortalEmail

External site

Email

Calendar

Instant-Msg (IM)

Managing customer-related issues or other business events that require knowledge

worker-based decisions falls outside the scope of “straight through” business activities.

Instead, the focus is on a goal, driven by the knowledge worker, with all relevant

information is stored in a “case” container

CollaboratingCollaborating

Decision Decision

MakingMaking

Maintaining Maintaining

ContextContext

Addressing Addressing

UnpredictabilityUnpredictability

Why does IBM view case management as

the next enterprise killer app?

Selected Industry Patterns by Case

Management Categories

Disputes, investigations, incidents, inquiries, complaints, contracts, exceptions, adverse actions, claims, fraud, negotiations, resolutions, escalations, research, audits, intervention, customer satisfaction, coordinated care or case management

Advanced Case Management is Applicable to All Industries

SELECT CUSTOMER EXAMPLESBanking unit of a large US Insurance provider• Targets to save more than $100,000 per month by closing the time between

loan closing and loan performance

• Provides a competitive edge and high customer satisfaction through quick response to changing market needs

Large US Insurance Company• Targets savings of $2.6M annually in replacing custom frameworks and

system consolidation along with $4M in risk mitigation

• IBM Case Manager provides faster application development and deployment cycles and meets the customer’s goal of single enterprise environment

Large retail bank in Sweden• Provides easy-to-use case handling for over 5,000 employees across

branches and business units

• Addresses over 250 different case types specific to retail banking operations

Energy producer for large city in the US• Replaces manual, resource intensive steps required to comply with NERC

(North American Electric Reliability Corporation) regulations. Quick and easy response to audit reporting requests

• Single environment offering a 360o view of information, tasks and systems

A US state govt agency: Dept of Industrial Relations• Streamlines tasks for creating files, setting hearings, and serving decisions,

orders and providing benefits

• Improves access to case records while preserving confidentiality

• Reduces hearing delays and eliminates duplication of tasks

Cross Industry!Your peers across industries are capitalizing on IBM Case Manager

• 3rd largest French bank• South Africa Bank• Large US Healthcare Service

Provider• A federal regulatory agency• Mortgage unit of a large US

Insurance provider• US state social services agency• IPO unit of a large financial

services provider• and many more ………

ICM Customer Momentum

IBM Case ManagerSimplifying the delivery of case-based solutions

Core Capabilities

Comprehensive Case Infrastructure

Case User Experiences

Major components of IBM Case Manager

� Case Manager Builder - Case Solution builder tool oriented to needs of line of business analysts

� Case Manager Client - A run time environment for launching, processing, and interacting with cases

� Case Manager Analytics - Real time cases monitoring with threshold monitoring and alert generation

� Case Manager Administration Client - Tool for configuring the Case Manager environment and for moving solutions between development and production domains

� Case Manager API - Communication layer between components of the Case Manager applications.

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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

Differentiator

Case Builder: Rapid Solution Design

� Easy to use, “Interview Mode” (wizard-driven)Case designer allows a business user to very quickly build a solution

� Comprehensive across case assetsCase designer can provide 3600 view of case

� Leverage templates for a fast start Represent industry best practices

� Significantly shortens time-to-value for case-style applications

Case Builder showing Task Modeling

Differentiator

New Content

Case Worker Actions

Case Updates

A variety of events

can trigger case tasks

The power of a task

Bottom line:Task object model enables a great deal of flexibility to empower the knowledge worker productivity

� RepeatabilityTasks can be repeated at will

� GroupingInclusive and Exclusive

� Optional User directed launching or

skipping

� Ad hocUser dealing with unknown

� Event drivenTasks launched via events

Uses structured process fragments

Drive dynamic activities

Differentiator

Cases are Dynamic

Case workers can view and start new Tasks for a case, changing

how that case is handled on-the-fly

Case workers can even add new Tasks to a case

Case worker user experience� Role-based and

personalizedEnd user gets exactly the information they need to progress the case

� Flexible and extensibleCan be configured to meet unique business requirements

� Provides deep context for case workNo more disjointed jumping between application

� Brings people, process and information together to drive case progression and better outcomes Case worker user experience showing tasks,

documents, history, viewer, and case data

Differentiator

• All authorized case workers have access to the full context of the case, enabling them to be more responsive than traditional heads-down approaches would allow

• Case context lives on long beyond any individual task or action on a case is completed.

Case Context

IBM Case Manager – 3 Styles of Analytics

• Case Analyzer (Historical Reporting)

– Excel and Cognos enable case and process analysis

– Dynamic - Drill down, slice and dice, filter, etc

– High performance, large volume analysis

• Case Monitor (Real Time Dashboards)

– Cognos RTM 10.1 provides real time cases monitoring

– Threshold monitoring and alert generation

• Content Analytics – Crawl and index case contents and metadata

– Discover patterns, trends and insights across cases. Example : Most common complaint in user comments in cases

Differentiator

IBM Case Manager focuses on these core

differentiators

Optimize Case Outcomes

•Visibility at the case level

•Dashboards and reports

•Insight from content

•Guidance or recommendations for successful outcomes

Support the Way People Work

•Knowledge work

•Dynamic and unpredictable (emergent processes)

•Ad-hoc tasks

•Collaborative and social

•Supported by enterprise processes

Business Can Take Control

•Business-driven solutions

•Rapid time-to-value

•Agility and flexibility to adopt to change

•Accelerators and templates

•Governance

Information to Make Better Decisions

•Capture and activate information in the context of a case

•3600 view of all case information

•Content is critical for decisions

•With authorization, case can be accessed and acted on by anyone at anytime

•Stored and available for audit

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IBM Case Manager 5.1

• Delivers trusted information to the case – both content and structured data in the context of a case

• Shortens time-to-value with better tools, out-of-the box solutions and templating capabilities

• Built-in infrastructure for creating and reusing case templates

• Leverages unique dynamic work management concepts and capabilities

� Enhanced Case Client Experience

Simplified layout, resizing and custom theme-ing; email and share direct links to cases

� Quick search & better search list

Specify properties used for quick search during design, saving users time and effort; leverage full-text search to find documents to add to cases

� Case splitting

Users can elect to split a case into multiple cases, with appropriate properties and designated documents populated in the new case(s).

� Solution Design & Deployment improvements User-specific project areas in the Case Builder; dramatically simplified deployment steps; Improved templating

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IBM Case Manager v5.1 Enhancements resulting from client feedback

Enhanced Client Experience:

Looking Good - Refined Interface

• Improved fit and finish

• Better use of screen real estate for page layouts as well as within the case widgets themselves

• Visual consistency across all standard components

• Improved iconography and skinning

Split Case Option

• Users can split an existing case into another case or a completely different case type

• Option to edit the property values and case document content for the new case

• Spit cases maintain an internal relationship to the original case

Improved Templating

• Case Builder supports creating solutions from a template

– Available templates are provided in the drop-down list

• CMAC supports creating templates from an existing solution

– Existing solutions can be promoted to templates

– When creating the template, a setting ensures that any solution generated from the

template always uses new unique identifiers or always uses the existing unique identifiers

• Templates created in 5.0 can continue to be used to create solutions in 5.1

The Solution Assistant functionality is now integrated into Case Builder and CMAC

• The external data service can be used to

– Influence property values based on data from an external source

– Modify property attributes (for example minimum and maximum)

– Enforce dependencies between properties

– Provide choice lists from external systems

• Each solution can be configured to invoke a REST external data

service

• This external data service is used by the Case REST API when case

data is retrieved

Data Integration Framework

Operational Enhancements

� P8 BPM process reuse - XPDL & P8 processes

imported directly into IBM Case Manager enable

existing workflows to be used as part of Case

Manager solutions.

� Enhanced widget/client customization - New

events exposed through Case Manager widgets,

providing more flexibility and greater

customization.

� Extended Platform Support - RedHat on z/Linux,

Solaris, MSFT SQL Server, Additional LDAP systems,

support for WAS ND

� Direct CM8 integration

� Enhanced P8 Process Designer integration (5.1.1)24

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P8 & IBM BPM Process Reuse 5.0 Behavior

•There was no provision for importing existing

workflows into Case Solutions or associating

them with a task

•Existing WFs couldn’t be re-used without

complicated redirection

5.1 Behavior

•Reuse existing P8 BPM processes and IBM

BPM processes as Case Tasks

•Enables full re-use of existing P8 BPM WF

•Reused processes can be mapped to case

properties

•Incumbent P8 BPM and BPF Customer

Enabler!

Enhanced Case Client (iWidget) Customization

• Case Manager 5.1 Client is now built on IBM Business Space mashup environment

– WAS ND support

– Layouts: No more free-form only!

• New, easier to customize column based page layouts

• Easier to use widget settings panels

– Toolbar edit

• Simplified widget wiring interface

• Install into existing IBM WebSphere Application Server

• Additional platform and database support

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ICM-CM8 integration

• In 5.1, CM8 content can be used in cases without federation.

• All CM8 documents and folders for a case reside in the CM8 system

• For each document or folder in CM8, there is a proxy document or folder in P8 that contains a reference to CM8

• For each case folder in P8, there is a proxy case folder in CM8 that contains the case id and the object ID of the P8 case folder

• Create, update, and delete of proxy objects is done through event handlers on both systems

Improved Integration with IBM Forms*

• Forms hosted within iWidgets, providing live interactions with ICM transactions and events without writing code

• Forms easily configured to run within Case Form Widget or modal dialogs:

• Form fields are automatically mapped to case properties at runtime, including:

– Singular and array values

– Choice lists

– Metadata logic (type, required, max length etc)

• Form Data Documents can be saved into a specific case folder, or not saved at all

– Forms available as Transient UI

• Support for viewing and editing Form Policy based form documents

– Prior to 5.1 legacy forms were not editable/viewable

* A development license of IBM Forms is included with IBM Case Manager. Additional licenses

are required for production deployments

Form as a Case Detail / Add Case UI

• Allows you to provide a

fully customized,

intelligent user interface

for case properties and to

control what case

properties are shown

during case add or to a

specific role

• Case properties are

mapped into the form by

name

• Supports both IBM Forms

and FileNet P8 eForms

form template formats

Enhancements in ICM 5.1.1

• Task enhancements

• Work visibility and distribution

• Improved Process Designer integration

• Enhanced case document operations

• Workitem toolbar configuration improvements

• Enhanced document viewer

• New widgets

• Multi-lingual solutions

• ICM Java API

• DeveloperWorks sample (Case Operations)

• Platforms