click to add text ibm case manager an architectural overview mike marin ([email protected])...
TRANSCRIPT
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Agenda• Case Management Introduction
• Components
• High Level Architecture
• Development Environment
– Solution Object Model
– Case Tasks
– Solution Definition Artifacts
– Project Areas
– Design Object Store
• Execution Environment
– Case Instance
– Case and task Lifecycles
– Case Split
– Deployment Topology
– Target Object Store
– P8 Task Implementation
– External Data Support
• Case Analytics
• CM8 Integration
• IBM BPM integration
4
IBM Case ManagerBrings people, process and information together … in context of a case
information
peopleprocess
Case Management
• Delivers optimized case outcomes
• Supports dynamic, runtime work management
• Delivers trusted information to the case – structured or unstructured
• Manages and governs entire case lifecycle
• Provides the line-of-business and IT with tools to rapidly deliver case-based solutions
5
IBM’s approach to case management
• Content management• Business process
management• Collaboration tools• Social software• Business rules• Analytics• Solution development and
deployment• Templates
• Content management• Business process
management• Collaboration tools• Social software• Business rules• Analytics• Solution development and
deployment• Templates
Integrated Solution
• Work activities are event-driven
• Collaborative, ad-hoc processes
• Processes are often not predetermined
• Work is knowledge intensive • Content is essential for
decision making• Outcomes are goal-oriented• Relies on people to make
decisions
• Work activities are event-driven
• Collaborative, ad-hoc processes
• Processes are often not predetermined
• Work is knowledge intensive • Content is essential for
decision making• Outcomes are goal-oriented• Relies on people to make
decisions
Patterns
KEY: A case is the primary focus of the systemKEY: A case is the primary focus of the system
• Complex exception handling• Complaint or dispute
management• New customer or new account
opening• Lending applications• Credit approval• Contract management• Claims processing• Benefits enrollment• Rate case management• Investigations or audits
• Complex exception handling• Complaint or dispute
management• New customer or new account
opening• Lending applications• Credit approval• Contract management• Claims processing• Benefits enrollment• Rate case management• Investigations or audits
Use Cases
KEY: Both horizontal and vertical in natureKEY: Both horizontal and vertical in nature
KEY: Solution is optimized for the context of a caseKEY: Solution is optimized for the context of a case
IBM Case Manager components
Simplifying the delivery of case-based solutionsSimplifying the delivery of case-based solutions
people process information
Workflow Monitoring & Analytics
Collaboration & Social SW RulesContent IntegrationEvents
Case Design
Models Templates Solutions
Case Runtime
Context 360o View History
Case Analytics
Structured UnstructuredReal time Persisted
Case InfrastructureCase Object Models
Task Object ModelCase APIs Case Analytics Data
StoreSolution Constructs
Major components of the case manager environment
• 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 Manage environment and for moving solutions between development and production domains
• Case Manager API
– Communication layer between components of the Case Manager applications.Bottom line:
IBM Case Manager provides rich, web-based user interfaces for Case Solution Authors, Case Workers, and Business Owners
Bottom line: IBM Case Manager provides rich, web-based user interfaces for Case Solution Authors, Case Workers, and Business Owners
High level architecture
Browser
Case ClientCase Builder
P8 Engine
Content & Process Engine
Case Add-ons
Object Store
LDAP
Case ManagerAdministration Client
FileNet DeploymentManager
Case Analyzer
Cognos BI Reports
Cognos Real Time Monitor
Event Publisher
IBM Content Analytics
IBM BPM (optional)
BPM Standard
BPM Advanced
IBM iLog jRules
Lotus Sametime
Proxy Server
Community Server
WebSphere Application Server
Case Builder Application
Lotus OneUI DOJO iLog jViews
Step EditorWizard Solution Editor
Business Space
Case Widgets
Case Manager REST API
PE REST Case REST P8 CMIS
P8 PE API P8 CE API
Workplace XT
Process Designer
P8 eFormsIBM Forms(optional)
Web Services
Rapid solution design
Case Design
Models Templates Solutions
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
Bottom line: Deliver end users the solution in a fraction of time of other approaches
Bottom line: Deliver end users the solution in a fraction of time of other approaches
Solution object model
• A solution is conceptually composed of cases
• Persistence model is based on the case instance
Tasks
• Avoid defining a complete process, by just defining the known process fragments
• Finding the right balance between formal and ah hoc processes
• Solving the “Blind Surgeon Metaphor”(1) by introducing human decisions
• Explicitly model the “what” need to be done, and the “why” it needs to be done.
– Processes are only good to describe the “how” it need to be done
(1) W.M.P. van der Aalst, M. Weske, and D. Grünbauer. Case Handling: A New Paradigm for Business Process Support. Data and Knowledge Engineering, 53(2):129-162, 2005.
New Content
Case Worker Actions
Case Updates
A variety of events can trigger case tasksA 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 eventsUses structured processes fragmentsUses structured processes fragments
Drive dynamic activitiesDrive dynamic activities
Examples of tasks
Solution definition artifacts
• Each solution is a subfolder that contains:
– Solution Definition File (SDF)
• XML based file
• Contains solution definition for; case types, document types, folder structure, properties, choice lists, Tasks, page references, views, etc
• SDF does not contain target information
– Configuration file
• Contains definitions for role(s), inbasket(s), etc
– <case name> XPDL (XML Process Definition Language files)
• One XPDL file for each case type
– Each Task has one process definition
– Solution Workflow Collection (XPDL)
• Containing reusable P8 BPM processes
– User Interface page definitions
Solution folder
Global XPDL
Solution Definition
Example of solution artifacts
Case Type
Folders
Property
Choice List
Document Type
Configuration
Role
In-Basket
Task
Task
Task
Task
BaseWorkflow
Workflow
<case> XPDL
Workflow
Workflow
Reuse Workflow
Workflow
IBM BPMprocess
BPELprocess
Created by Business Space
Created by IBM BPM
Process Designer
Created by WID
Created by WID
Created by P8 Process Designer
May call another workflow
Pages
Page
May call another workflow
Four types of Tasks:• Created by Case Builder’s Step Editor• Reuse a workflow created by P8 BPM• Invoke a WID created component• Invoke an IBM BPM process
Project areas
• Development environment can be segmented into project areas each one containing a target object store as a sandbox
Design Object Store
Project Area 1
Project Area 2
. . .
Project Area n
Target Object Store 1
Target Object Store 2
Target Object Store n
. . .
Business Space Server(shared)
Development Environment (Sandbox)
CaseManagerBuilder
Isolated region
Isolated region
Isolated region
Case worker user experience
Case Runtime
Context 360o View Activities
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
Bottom line: A case worker has all the information they need to improve case outcomes
Bottom line: A case worker has all the information they need to improve case outcomes
Unique case infrastructure and capability set
Case Object Model• Full case details, its parties & case
interrelationships• Ensures that case lifecycles are managed and
relationships persist over time
Task Object Model• Allows the case to respond to external events• Provides unique model for managing ah-hoc
activities• Provides a detailed audit trail of activities
Power of Case Client is exposed in APIs• REST APIs in case infrastructure for custom
Web 2.0 development and interfaces
Bottom line: IBM Case Manager provides a comprehensive and extensible case infrastructure to quickly build a case-based solution
Bottom line: IBM Case Manager provides a comprehensive and extensible case infrastructure to quickly build a case-based solution
Case InfrastructureCase Object Models
Task Object Model
Case APIs
Case Analytics Data Store
Solution Constructs
Solution Constructs• Enables a rapid, iterative design/test sandbox• Solutions can be templates that are reused
Case Analytics Data Store• Predefined structures for case-related
information for analytics• Real-time and historical/summarized• Structured and unstructured information
Case instance
• Cases are persisted as content in a folder structure
• 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
Case lifecycle
• Case is created in a new state, but that triggers the case creation event handler that moves the state to initializing
• The case creation event handler creates all the tasks and copy folder structure from case template
New
Complete
Failed
WorkingInitializing
Case Created
After all tasksare created
Case creationtriggers
event handler
No running tasks,and all “RequiredTask” completed
Errorcondition
Task lifecycle
• Waiting to Ready transition immediately when there is no precondition
• Ready to Working transition immediately for automatic tasks
• Ready to Working transition manually by the Case Worker executing the task
• Ad-Hoc tasks are automatic and have no preconditions, so they transition immediately from waiting to ready to working
Waiting
Complete
Failed
WorkingReady
Case Created
Ad-Hoc TaskCreated
Manual orAutomatictransition
Pre-conditiontriggeredTransition
Underprocesscontrol
Underprocesscontrol
Process fragment is automatically launched
Case split relationship
• Split cases are related via a case relationship link
• History in both cases reflect the split
• User interface allow navigation between related cases via the history
Case folder
Properties
Task
Case comment
Document
Case folder
Properties
Task
Case comment
Document
Case relationship link
Bidirectional link object with description, and type = split
Basic deployment topology
Development Domain
DesignObjectStore
Case Builder Case Client
Business Space Server and database (shared)
Project Area 1
TargetObjectStore 1
Project Area n
TargetObjectStore n
. . .
Solution
Solution
Data Set
User Acceptant Testing (UAT) Domain
DesignObjectStore
Case Client
TargetObjectStore 1
TargetObjectStore n
. . .Solution
Business Space Server and database
Data Set
Filenet Deployment ManagerSolutionPackage
Case ManagerAdministration Client
Deploy
Initialize
Export
Import
Assets created outside Case Builder
Deploy
Target Object Store
P8 task implementation
• Task workflow structures live in the same object store as the case data
• Very efficient interaction between case data and workflow
Isolated Region
Solution
Workflow
EventLog
RosterInboxQueue
Application Space
workQueue
TaskRole
In-BasketIn-Basket
Case
Case Builder and P8 Process Designer
• Roundtrip between Case Builder and P8 Process Designer is useful
– Full P8 BPM functionality can be implemented this way
• Roles, In-Baskets, and Tasks implemented with Case Builder can be modified and enhanced using the P8 Process Designer
Design Object Store
Solutions
<Solution name>
Solution Workflow Collection
PE Configuration
Solution Definition
<case name> XPDL
-
Browser
P8 Process DesignerCase Builder
. . -
. . -
BusinessAnalyst
ProcessDesigner
Target Object Store
P8 task runtime
• Case data lives in the case folder, but can be accessed from the workflows
– F_CaseFolder.<property name> to access case properties
– F_CaseTask.<property> to access task information
Isolated Region
EventLog
Rosterwork
Queue
In-BasketCase comment
TaskCase folder
Properties
Document
AuditLog
Workflow
Case Analyzer
Event Dispatcher Publisher
Case Client
Case REST API
Direct accessto case data
Attachments
External data support
• 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
• 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
• The external data service must implement a POST operation
– The payload contains the relevant case data plus a request mode
– The returned payload is merged with the case data and returned to the case client
External data support
Browser
Business Space
Case Widgets
Application Server
PE REST CMIS Case REST External Data ServiceREST
External System
ExternalData
Process work items, retrieve work, In-basket, etc.
Interact withdocuments,Search, etc
Create cases, modify case properties,case history, comments, etc.
Customer provides REST feed to provide
external dataSingle external data service per solution
Case REST API merges data from Case Folder with external data from
external data service
Widgets do not interact with the external data service
External System
ExternalData . . .
Interaction diagram for using external data
CaseClient
CaseRESTAPI
ExternalData
Service
ICMServer
Get Case ObjectGet case instanceproperties and attributes
Initial Existing Object
Dependent property changeIn Process Changes
Op
tion
al
CompleteFinal Existing Object
Update case
Powerful analytics for better case outcomes
Case Analytics
Structured UnstructuredReal time Persisted
• Comprehensive reporting and analysisGives case managers visibility across all information types to assess and act quickly
• Real-time dashboardsUnderstand issues before they become a problem
• Unique content analytics for discovering deeper case insight
Crawl and index case content and metadata. Discover patterns, trends and insights across cases
Bottom line: Case managers need insight in order to impact results.
Bottom line: Case managers need insight in order to impact results.
IBM Case Manager – case 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 compliant in user comments in cases
Case analyzer
• Case Analyzer combines content and process information to present a real time picture of the case
Case Analyzer
Case Analyzer Database
FactTables’
OLAPDatabase
Build OLAP cubes
EventDispatcher
Dimensioncache
Publisher
CEAuditLog
PEEventLog
Object Store Isolated Region
Target Object Store
Cognos BIreports
Cognos Real Time Monitor
Case Monitor Dashboard(Business Activity Monitor)
Reports and Dashboards
Underlying capabilities
Bottom line: IBM Case Manager leverages and integrates best of breed capabilities from across IBM
Bottom line: IBM Case Manager leverages and integrates best of breed capabilities from across IBM
Workflow Monitoring & Analytics
Collaboration & Social SW RulesContent IntegrationEvents
Integrated and bundled capabilities:– Content Management– Process Management– WebSphere ILOG jRules* – Content Analytics (Text analytics)*– Cognos Real Time Monitoring (Real time
analytics)*– Lotus SameTime (embedded awareness in
case runtime and web chat)*
*Denotes usage limited to case solutions*Denotes usage limited to case solutions
CM8 supportBrowser
Case ClientCase Builder
Application Server
Case REST PE REST P8 CMIS CM8 CMIS
Target Object Store
Case folder
ProxyCM8 Docs
CM Repository
Proxy case folder
CM8 Docs
ICM Adaptor
CM8 Adaptor
Development Environment Development Environment
Design Object StoreDesign Object Store
Project AreaProject AreaProject AreaProject Area
Deployment targetDeployment target
PE RegionPE Region
Target Object StoreTarget Object Store
Business SpaceBusiness Space
Design Object StoreDesign Object StoreProduction Environments
SolutionSolution
Process ServerProcess Server
SolutionSolutionSolutionSolution
SolutionSolutionCase Builder
SolutionSolutionSolutionSolutionDeployment targetDeployment target
PE RegionPE Region
Target Object StoreTarget Object Store
Business SpaceBusiness Space
Process ServerProcess Server
Export Solutions
IBM BPM integration
• Case Builder can introspect a Process Center repository to locate processes to invoke as case tasks
Process Center
Executing a task in IBM BPM
• Task invocation of IBM BPM processes is done via transactional Web Services
Target Object Store
Task
Case folder
Properties
Document
AuditLog
Start BPMProcess
ICMCallback
IBM BPM Process Server
Callbackinformation
BPM WebAPI
Notify BPMprocess completion
IBM BPM WebServices Start
Process
ICM WebServicescallback
Federated in-basket
• A Business Space In-Basket widget that federates work items from Case Management, Human tasks, BPEL processes, and WLE processes
Business Space powered by WebSphereBusiness Space powered by WebSphere
Federated REST APIFederated REST API
“Server 1”Process Server (Unified Run-time)
“Server 1”Process Server (Unified Run-time)
Human Tasks and BPEL Processes
Human Tasks and BPEL Processes
Coaches / Human Services and BPD
Processes
Coaches / Human Services and BPD
Processes
REST API REST API
…ICM Deployment
Target 1ICM Deployment
Target 1
PE Region1PE Region1TOS1TOS1
Role REST
Personal Inbox REST
“Server 2”Process Server (Unified Run-time)
“Server 2”Process Server (Unified Run-time)
Human Tasks and BPEL Processes
Human Tasks and BPEL Processes
Coaches / Human Services and BPD
Processes
Coaches / Human Services and BPD
Processes
REST API REST API
ICM Deployment Target 2
ICM Deployment Target 2
PE Region2PE Region2TOS2TOS2
Role REST
Personal Inbox REST
