2009 08 31 BPM Prescriptive Guide

IBM Business Process Management
A Prescriptive Guide to Solution Design and Implementation
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Business Process Management (BPM) Prescriptive Guide

Introduction What is it?
Simple, usable guidance on how to use IBMs BPM products to deliver a solution into production within 60-90 days, assuming commensurate scoped process Focused on Line-of-Business (LOB) departmental projects that are weighted towards interactive process design and human-centric processing scenarios Emphasizes the role of LOB participants in the activities that lead to a business driven implementation of a departmental BPM solution
How should this guide be used?

IBM Services, Business Partners, and Customers can leverage this guide in delivering departmental BPM solutions This guide may also be used as inspiration for planning larger scale projects, incorporating the full set of built-in BPM capability
What this is not intended to do ..

Replace business partner or customer design & delivery methodologies but rather to feed into those methodologies as best practices on product usage Not intended to replace product how to guides which go into a lot more detail on product usage
Overview of Iterative Solution Design & Process Improvement

Business Driven Activities
Related Participant Roles Related Participant Roles
Discover your business intent; Map intent to business capabilities and processes; Identify and prioritize options
Business Analyst
Process Owner
Business Leader
Business Analyst
Story board the user interaction by capturing and defining as-is process and to-be processes; Specify business measures & KPIs; Mock up forms to validate and visualize human interactions
Collaborate, Iterate, Refine & Validate
Manage real-time performance by empowering business users to customize their experience, managing KPIs and alerts based on changing business conditions
Business Users Business Users

Process Owner
Business Analyst
Business Leader Related Participant Roles
Experience/visualize the solution via elaboration and refinement of business measures and KPIs; Add operational characteristics to future state processes; Interactively validate elaborated processes in IT sandbox
Related Participant Roles
Overview of Iterative Solution Design & Process Improvement

IT Driven Activities
IT Architect
IT Leader
IT Developer
Related Participant Roles
5. Deploy
Put solution into production ... Setup IT Environments Prepare and Deploy Production Artifacts Unit Test Solution Monitor health of your solution to ensure process integrity
Note: IT Production Level Activities happen in parallel with business activities 4
60 Day Solution Delivery Timeline ..

Wk 1 Wk 2 Wk 3 Wk 4 Wk 5 Wk 6 Wk 7 Wk 8 Wk 9
Discover Story board Experience Manage Production
Manage is an ongoing process that starts here but continues beyond the 60 day solution timeline
Solution in Production
IT Activities are related to getting the production environment ready
Note: This is only a sample timeline. The timeline might need to adapt according to resource availability, skill, and complexity of process
1. Discover
Discover your business intent .. Capture Business Intent Map Business Capabilities Create High Level Process Maps Identify options/ Prioritization
Business Analyst Business Leader
Discover
Detailed Activities
Detailed Activities
1. Identify Business challenges Work with business leaders to determine which business challenges may need to be addressed. Prioritize and asses the challenges and document them Week 1, Day 1, 2
Business Leader
Business Analyst
Timeframe
Role
Business Leader, Business Analyst
Product
May use existing documents/materials Document and store in publishing server/business leader space Publishing Server/Business Leader Space Publishing Server/Business Leader Space Publishing Server/Business Leader Space
Deliverable
Document
2. Strategize on solution Create strategies related to business challenges in order to determine their relationships to downstream goals and capabilities based on priorities 3. Define Business/Solution Goals Identify specific, measurable goals to ensure that the solution is meeting the business needs 4. Define Business Measures Based on the identified strategy and goals, define business measurements, such as KPIs, business SLAs, and metrics that can be tracked and monitored periodically to ensure solution is meeting the specific business goals identified. 5. Create Business capability maps Prioritize capabilities based on business challenges 6. Create high level processes for high priority business capabilities
Week 1, Day 2, 3
Business Leader
Strategy Map
Week 1, Day 3 Week 1, Day 3
Business Leader Business Leader
Strategy Map w/ Goals Strategy map w/ Measures
Week 1, Day 4 Week 1, Day 3, 4, 5
Business Leader/Busines s Analyst Business Leader, Business Analyst Business Executive
Publishing Server/Business Leader Space Publishing Server/Business Leader Space Document/Approval in Business Leader Space
Capability Map
High Level Prioritized Process Maps Business Sign Off
7. Obtain executive sign-offs & approvals Ensure that executive level sign off is achieved in order to proceed to the next set of phases
Week 1, Day 5
Discover
Interactions & Screen flows
Create strategy Map
Add Solution Goals and Metrics to Strategy Map
Create High Level Process Flow Create High Level Process Flow Define Business Capabilities
WebSphere Business Modeler Publishing Server
Discover
Deliverables and Hand-offs
Strategy Maps Capabilities Maps Executive Sign Off to Proceed High Level Process Maps imported into Modeler
Wk 1 Wk 2 Wk 3 Wk 4 Wk 5 Wk 6 Wk 7 Wk 8 Wk 9 Business Analyst Business Leader
2. Storyboard
Story Board user interactions... Capture/Refine Current State Process; Examine alternate ROI to determine best approach Define Future State Process Define inputs and outputs and mock up forms for human interactions Validate and visualize human interactions
Process Owner
Business Analyst
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Storyboard (1 of 2)
Detailed Activities
Detailed Activities
1. Capture/Refine Current State Process Import existing high level process models from either business leader space, visio, or other tools if possible. Search for reusable artifacts such as business services and forms. If not begin to define the current state process from a blank slate. Ensure to keep the scope of the process in terms of the solution goals 2. Examine alternate ROI to determine best approach Leverage case analysis to determine which usage scenarios/use cases best fit the goals that were defined during discovery and focus on defining those paths 3. Capture Roles Capture all relevant human roles that perform steps in the process Capture cost and duration information and associate them to the human steps in the process 4. Define/Refine Future State Process Define, simulate, and refine future state business process models that achieves the closest results to the ROI alternative chosen from case analysis. Generate dynamic analysis reports to quantify/validate gains derived from future state process and support business case for implementation Use design principals that include only portions of the model that are candidates for the end to end solution. Other modeling elements may be included but used for documentation purposes only
Process Owner Business Analyst
Timeframe
Week 2, Day 1, 2
Role
Business Analyst working with SME
Product
WebSphere Business Modeler
Deliverable
Current State Process Diagram
Week 2, Day 2, 3, 4
Case Analysis Reports
Week 3, Day 2, 3
Future state process with roles
Week 2, Day 5 Week 3, Day 1, 2
Future state process and Business Impact Report
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Storyboard (2 of 2)
Detailed Activities
Process Owner Business Analyst Collaborate, Iterate, Refine & Validate
Detailed Activities
5. Identify process steps as candidates for business rules Identify steps in the process that are candidates for implementing business rules logic. Look for steps or multiple decisions that could be combined in order to create rules. Create simple rules Rules may also be created in order to determine the appropriate staffing definition 6. Define task inputs and outputs and mock up forms for human interactions Create business items that include business data and associated them as inputs and outputs to the various steps in the process. Generate simple form mock ups using forms designer based on the inputs and outputs for the tasks
Timeframe
Week 3, Day 2, 3
Role
Business Analyst
Product
Deliverable
Future state process with business rules steps
Week 3, Day 1, 2, 3, 4
Business Analyst
WebSphere Business Modeler/ Forms Designer
Future state process with business items and mocked up forms
7. Validate and visualize human interactions Perform storyboarding using simulation to validate with process owners the flow and content of the human steps within the process. Obtain sign off and approval in order to move to the experience phase
Week 3, Day 3, 4, 5
Business Analyst working with SME, Process Owner,
WebSphere Business Modeler Publishing Server with sign off or Document
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Storyboard
Capture Refine Current State Process Perform Case and Comparison Analysis
Storyboard Human Interactions
Capture and Refine Future State Process
13
Storyboard
Deliverables and hand-offs
Current State Process Model Future State Model elaborated with business design information Business Impact reports Mocked up forms
Wk 1 Wk 2 Wk 3 Wk 4 Wk 5 Wk 6 Wk 7 Wk 8 Wk 9 Business Analyst
Process Owner
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Business Users
Business Analyst Collaborate, Iterate, Refine & Validate
3. Experience
Experience/visualize the solution Elaboration of Business Measures and KPIs Add operational characteristics to future state process Refine Forms Interactively validate elaborated process in IT sandbox
Process Owner
15
Experience (1 of 2)
Detailed Activities
Process Owner
Business Users
Business Analyst
Detailed Activities
1. Add operational characteristics to future state process Refine and fill in high level process steps, process logic, error handling, and data flow to support process execution. Process data should reflect the fields & content needed to support the process from storyboarding 2. Define Constructs for execution on future state process All process control flow (i.e., gateways) should be refined to reflect decision logic based on process data. Define Business Object Model Look for reuse opportunities Business roles for human tasks should be mapped to the organizational directory. Finally, technical attributes should be added to the process model to prepare for runtime deployment Publish models to repository 3. Elaboration of Performance Measures, KPIs, and Business SLAs Introduce additional measures of process performance against the expanded operational process; this typically includes adding measures for activities, process branches, and other aggregated measures introduced during process refinement. Task escalations should be added in accordance to business SLAs.
Timeframe
Week 3, Day 3, 4, 5
Role
Business Analyst, IT Architect
Product
Deliverable
Process Models, Metric & KPI definitions, Role Definitions, Form Mockups
Week 4
WebSphere Business Modeler WSRR ALE
Process Models, Metric & KPI definitions, Role Definitions, Form Mockups
Week 4
Business Analyst
New metric & KPI definitions
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Experience (2 of 2)
Detailed Activities
Process Owner
Business Users
Business Analyst
Detailed Activities
4. Refine Forms Working with UI development, the form mockups are built out as a fully functional end user experience. Forms are typically exported separate from the process for the handoff; the end result is a collection of fully functional forms that can be handed in a single web-ready (WAR) package to IT. Publish forms to repository
Timeframe
Week 4, 5
Role
Business Analyst, IT Architect, *UI developer*
Product
WebSphere Business Modeler, WebSphere Integration Developer, Lotus Forms Designer (standalone) WSRR ALE
Deliverable
Business user ready forms. Two options: 1)All packaged in a separate WAR 2)Imported back into the model project to replace the mockups
5. Interactively validate elaborated process in IT sandbox After adding operational characteristics for the first time or for subsequent iterations, the process model can be deployed (directly by LOB) to a test environment for end user interaction & validation. A mockup can also be created of an appropriate business space for interacting with the process, which can provide guidance for IT.
Week 4, 5, 6
WebSphere Business Modeler, WebSphere Process Server (sandbox)
(Optional) Exported Business Space mockup
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Experience
Add Operational Attributes to Process Models in WebSphere Business Modeler
Create Forms in Forms Designer
Test application in Sandbox environment
Deploy directly from WebSphere Business Modeler
18
Experience
Deliverables and Hand-Offs
Process Models Metric & KPI definitions Role Definitions Form Mockups Business user ready forms (two options):
All packaged in a separate WAR Imported back into the model project to replace the mockups
(Optional) Exported Business Space mockup

Process Owner
Business Users
Business Analyst
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4. Manage
Manage & Optimize performance ... Empower business users to customize end user experience Assign access rights; Optimize work assignments; Govern change Manage real time business performance, KPIs and Alerts based on changing business conditions Take corrective actions against process instances
Business Users
Business Leader
20
Manage (1 of 3)
Detailed Activities
Detailed Activities 1. (Optional) Empower business users to customize end user experience: For collaborative business environments, configure role-based access in Business Space to enable business users to create, modify, improve upon, or personalize their BPM experience as business needs evolve. Customer-specific templates can replace out-of-the-box templates in Business Space to simplify the creation of new spaces by end users. This step is optional and not appropriate for business environments where the end user environment is locked down and strictly regulated. 2. Assign Access Rights for System Capability Configure role-based access control to process & system function and data according to the business organization structure. This configuration should reflect the separation of concerns in the business: who needs access to what data and what actions those users can take on the data. Access rights should be fine tuned along the following high-level areas: i) Process configuration and decision making, such as business rules and calendars ii) Visibility into data about the process, such as monitor models & process administration iii) Interactions with the process managed by the BPM system, such as human task roles The mindset at this stage is defining the realm of possibility for what process users are allowed to do. 3. Optimize Work Assignments: An ongoing process of looking across the allocation of human tasks among organizational team members to shuffle work around and respond to changing business conditions. Insight into work allocation can be achieved through a combination of teambased task views and monitor visualizations that can optimization decisions. Efforts to optimize work can be performed by a business user playing a supervisory role or as part of a empowered peer organizational structure.
Business Users Business Leader
Timeframe Week 5
Role Solution Administrator, Business Users
Product WebSphere Process Server, WebSphere Business Monitor
Deliverable Configured in Business Space
Week 5
Solution Administrator
WebSphere Process Server, WebSphere Business Monitor
Administrative Configuration
Ongoing for life of process
Business Users, Business Leaders
WebSphere Process Server, WebSphere Business Monitor
N/A
21
Manage (2 of 3)
Detailed Activities
Detailed Activities
4. Govern Change: Artifacts should be stored and managed in a common repository in order preserve traceability across tools and changes being made.. Key stakeholders should be identified and a review process put in place to govern change. 5. Manage Real-time Business Performance: Monitoring of the process provides insight into types of business transactions, identifies bottlenecks within the process, and allows drill-down from high level business views to individual processes of interest. A typical performance management dashboard will have a set of KPIs that measure process performance against business targets, durations for key activitiese.g., human stepsin the process, and dimensional analysis that allows for analysis by different business attributes of the process (such as channels, customer type, etc.). Dashboards will also typically incorporate some drill down enabling users to locate business transactions of interest. Drill down may start from high level views or data analysis, to visualizing a process flow, to locating individual human tasks in the process and taking action to reallocate work.
Timeframe
Role
Business Users, Business Leaders IT developers (setup) Business Users, Business Leaders
Product
WSRR ALE
Deliverable
N/A
WebSphere Business Monitor
N/A
22
Manage (3 of 3)
Detailed Activities
Detailed Activities
6. Manage KPIs & Alerts Based on Changing Business Conditions: As the business environment evolves, KPI performance targets and critical situations requiring user attention will change. Users can leverage KPI & Alert management to create new performance targets as needed from a web interface without IT involvement, and customize their process visualization accordingly. 7. Take Corrective Action Against Process Instances: Administrators can locate individual process instances or failed process transactions, correct the in-flight transaction, and continue the process through to completion. Dynamic changes to a specific process instance include modifying business data for the process instance, skipping steps, or redoing steps within the instance. Any processes that failed due to transient IT conditions (e.g., network failure) or bad data can be corrected and resubmitted for processing, with the net effect that no transaction is lost.
Duration
Role
Business Users, Business Leaders
Product
WebSphere Business Monitor
Deliverable
N/A
Solution Administrator
WebSphere Process Server IT Space
N/A
23
Manage
Manage User Access Rights and Staffing
Manage Real Time Business Activities and Optimize Business Performance
Govern Change
Monitor Business Performance In Real Time
Business Space
24
Manage
Configured in Business Space Administrative Configuration of users Future improvement Suggestions
Business Users
Business Leader
25
5. Deploy
Put solution into production ... Setup IT Environments Prepare and Deploy Production Artifacts Unit Test Solution Monitor health of your solution to ensure process integrity IT Architect IT Developer
IT Leader
26
Deploy (1 of 2)
Detailed Activities
Detailed Activities
1. Assemble End User Experience Decide the optimal technology for Forms, implement the Forms and Configure the Business Space, based on the inputs from Story Boarding 2. Perform IT Assembly Compose the remaining components of the application through the construction of new processes and services as well as through the use of existing services. 3. Instrument Process for Monitoring Creating Business Measures in Modeler will automatically turn on events to monitor. If more fine grain detail is desired, utilize the WID tooling to turn on events for SCA, BPEL, and State Machines as desired. 4. Generate Monitoring Models Generate the J2EE ears necessary for all of the Business Measures. It is possible to test in the iterative development environment prior to this step, but deployment requires that these artifacts be generated. This allows for the KPIs and other data to be collected, and for the Business Space Widgets to be configured properly. 5. Test in the UTE-Testing The amount and kind of testing performed depends on whether the effort can be completed using the Interactive Process Design capability. If not, then one can use the component testing capability in the WID environment
Business Analyst Solution Developer UI Developer
Timeframe
Week 1
Role
UI Developer
Product
Lotus Forms/ WebSphere Integration Developer Business Space WebSphere Integration Developer Modeler/WebSphere Integration Developer
Deliverable
Business Space Configuration Completed Forms Completed SCA Application Completed Business Measures and Monitoring Model Monitor J2EE .ear files
Week 1-2
Solution Developer/ Integrator Business Analyst, Solution Developer Solution Developer /Integrator
Week 1-2
Week 2
WebSphere Business Monitor Toolkit
Week 2 Week 3
Business Analyst/ Solution Developer
WebSphere Business Modeler/Business Space/WebSphere Integration Developer
Tested WebSphere Process Server and Monitor Artifacts
27
Deploy (2 of 2)
Detailed Activities
Detailed Activities
6. Prepare Production Process Create a staging environment for testing on the full topology. This environment will be created with as close to the production topology as possible. The same topologies, database configurations, messaging resources, and repositories should be utilized as for production. The Golden Topology is the recommended topology, as it is applicable for 90% of all cases. The product stack to install includes Process Server, Monitor, and WSRR. Once testing is complete, perform any and all installation needed on the production topology. 7. Generate Deployment Artifacts Create the application ears for the application, both for Process Server and Monitor. Export any needed Business Space Artifacts 8. Deploy Artifacts Deploy the artifacts to the production topology and perform the necessary configuration. Configure the endpoints as needed, configure WSRR with the needed artifacts, configure any resources (databases, supporting applications and services) as necessary. 9. Ensure the Transactional Integrity of your process Administrators can deal with problem instances of processes using the WebSphere Administrative tooling. 10. Monitor the Health of Your System Look for throughput and performance problems, adjust your system to provide scalability and reliability.
Solution Developer Integrator WPS Admin
Timeframe
Week 1-3
Role
Integrator
Product
WebSphere Process Server, WebSphere Business Monitor, Business Space, WSRR
Deliverable
Configuration Topology
Week 3
WPS Admin
WebSphere Integration Developer, WebSphere Business Monitor Toolkit, Business Space WebSphere Process Server, Business Space, WebSphere Business Monitor WebSphere Process Server IT Space
Configuration topology
Week 3
Integrator
Generated Artifacts
Week 3-N
WPS Admin WPS Admin
Testing
Week 3-N
Report
28
Deploy
Assemble End User Experience
Perform IT Assembly in WID
Generate Deployment Artifacts in WID
WebShpere Business Modeler WDPE Interactive Process Design Capability
Instrument Process For Monitoring in WID
Generate Monitoring Models in MME
Test in the UTE in WID
Deploy Artifacts to Admin Console
Monitor System Health IT Space Prepare Production Process Ensure Transactional Integrity in Admine Console
29
Deploy
Configured Business Spaces IT Assembled BPM Applications IT Developer Architect Generated Monitor Models Fully Tested BPM Applications Configured Staging Environment Configured Production Environment Deployed BPM Application Steadily functioning Application) Reliable, performing application running on the chosen topology Dashboards with KPIs and Metrics System Performance data from Health Monitoring from production environments
IT Leader
30
Some Tips On Using The Prescriptive Guide

Pick The Right Process and scope
Consider ROI and opportunities for immediate impact Executive approvals Avoid solutions requiring complex IT infrastructure Avoid scope creep!
Line up the right team and resources ahead of time

LOB leaders, business analysts, IT developers, and SMEs Include a BPM Architect who can oversee the solution and ensure it is achieving the business goals from start to finish Perform the IT activities in parallel Requisition of hardware/software and infrastructure requirements
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IBM Business Process Management

A Prescriptive Guide to Solution Design and Implementation

Business Process Management (BPM) Prescriptive Guide

How should this guide be used?

What this is not intended to do ..

Overview of Iterative Solution Design & Process Improvement

Collaborate, Iterate, Refine & Validate

Business Users Business Users

Business Leader Related Participant Roles

Related Participant Roles

Overview of Iterative Solution Design & Process Improvement

Collaborate, Iterate, Refine & Validate

Related Participant Roles

Note: IT Production Level Activities happen in parallel with business activities 4

60 Day Solution Delivery Timeline ..

Discover Story board Experience Manage Production

IT Activities are related to getting the production environment ready

Business Analyst Business Leader

Collaborate, Iterate, Refine & Validate

Discover Story board Experience Manage Production

Collaborate, Iterate, Refine & Validate

Week 1, Day 3 Week 1, Day 3

Business Leader Business Leader

Strategy Map w/ Goals Strategy map w/ Measures

Week 1, Day 4 Week 1, Day 3, 4, 5

Business Leader/Busines s Analyst Business Leader, Business Analyst Business Executive

High Level Prioritized Process Maps Business Sign Off

Create strategy Map

Add Solution Goals and Metrics to Strategy Map

WebSphere Business Modeler Publishing Server

Wk 1 Wk 2 Wk 3 Wk 4 Wk 5 Wk 6 Wk 7 Wk 8 Wk 9 Business Analyst Business Leader

Discover Story board Experience Manage Production

Collaborate, Iterate, Refine & Validate

Discover Story board Experience Manage Production

Collaborate, Iterate, Refine & Validate

Business Analyst working with SME

WebSphere Business Modeler

Case Analysis Reports

Business Analyst working with SME

WebSphere Business Modeler

Future state process with roles

Week 2, Day 5 Week 3, Day 1, 2

Business Analyst working with SME

WebSphere Business Modeler

Future state process and Business Impact Report

WebSphere Business Modeler/ Forms Designer

Future state process with business items and mocked up forms

Business Analyst working with SME, Process Owner,

WebSphere Business Modeler Publishing Server with sign off or Document

Storyboard Human Interactions

Capture and Refine Future State Process

WebSphere Business Modeler

Discover Story board Experience Manage Production

Business Analyst Collaborate, Iterate, Refine & Validate

Discover Story board Experience Manage Production

Collaborate, Iterate, Refine & Validate

Business Analyst, IT Architect

WebSphere Business Modeler WSRR ALE

WebSphere Business Modeler

New metric & KPI definitions

Collaborate, Iterate, Refine & Validate

Business Analyst, IT Architect

WebSphere Business Modeler, WebSphere Process Server (sandbox)