best practices for extending ibm case manager and building case management solutions

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IBM CONTENT 2017

BEST PRACTICES FOR EXTENDING ECM WITH IBM CASE MANAGER AND BUILDING CASE MANAGEMENT SOLUTIONS


Your Presenters

MIKE SOAVEAccount ExecutivePyramid Solutions

BRIAN BENOITManager, Solution Consultants

Pyramid Solutions


What ECM Provides

§ The right people can access content when they need it

§ Too many people overlook the “E” in ECM

§ Provides users with tools needed to properly interact with content


Sharing and Accessing Content

§ Document taxonomy is key§ Taxonomy is not as simple as

indexing the document with every field needed for it

§ Document properties should focus on content derived from the document rather than how it is used§ How documents are used can be derived from the folders and cases they are filed in

§ Additional data retrieved using EDS

It is not about searching, it is about the ability to FIND content


Using Your Content§ Document Viewer: Load documents

instantly with high-speed HTML5 viewer§ Split/Merge: Easily remove and merge a

page(s) and images from a document into a new one

§ Visual Tagging: Add an icon and label that denote where a document is in a process

§ Bookmarks: Bookmark key information on a document to easily reference back to it


Demonstration


How to Move Beyond ContentFactoring content, data, people and processes using IBM Case Manager


Identifying Cases§ Case is the big “P” in process§ Usually the noun in a process§ Underwriting§ Claim§ Loan§ Policy§ Etc.

§ Starts with an identifiable event with a goal§ Significant time can be spent identifying what the case definitions

are, what the case will be and what the tasks are


• Complicated with moving parts• Don’t overthink

• Minimize number of tasks• Reduce complexity of tasks• Give knowledge workers

control within process• Required/optional tasks cover

main process flow• Discretionary tasks give users

needed flexibility• Include tasks supporting key

events (e.g. content filing)

The Case Environment


Examining a Sample Case SolutionAutomatic & Manually-Initiated Tasks

Claim Documents

Supporting Document

Claim Notice

Claim Rep(Case Owner)

Pend

Claim Investigation

Claim Evaluation

Legal

Agent Request

Named Request

Manager Request

InterviewPayment

Claim


Expanding and Enhancing Case Manager

§ Container tasks

§ Using hidden tasks and launching discretionary tasks automatically

§ Leveraging document sub-classes

§ Applying embedded business rules

§ Enhancing user interface

§ Extending with IBM Bluemix


Enhancing IBM Case Manager Demonstration


Takeaways

§ Make content available and usable

§ Enable users to find the content they need

§ Customize and extend into Case to use content in processes


Questions/CommentsContact Uswww.PyramidSolutions.com

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best practices for extending ibm case manager and building case management solutions

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