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Click to add text IBM Case Manager An Architectural Overview Mike Marin Distinguished Engineer IBM.

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Presentation on theme: "Click to add text IBM Case Manager An Architectural Overview Mike Marin Distinguished Engineer IBM."— Presentation transcript:

1 Click to add text IBM Case Manager An Architectural Overview Mike Marin Distinguished Engineer IBM

2 Click to add text Disclaimer The information contained in this presentation is provided for informational purposes only. While efforts were made to verify the completeness and accuracy of the information contained in this presentation, it is provided As Is, without warranty of any kind, express or implied. In addition, this information is based on IBMs current product plans and strategy, which are subject to change by IBM without notice. IBM shall not be responsible for any damages arising out of the use of, or otherwise related to, this presentation or any other documentation. Nothing contained in this presentation is intended to, or shall have the effect of: Creating any warranty or representation from IBM (or its affiliates or its or their supplies and/or licensors); or Altering the terms and conditions of the applicable license agreement governing the use of IBM software.

3 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 4 IBM Case Manager Brings people, process and information together … in context of a case information people process 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 5 IBMs approach to case management 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 Patterns KEY: 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 Use Cases KEY: Both horizontal and vertical in nature KEY: Solution is optimized for the context of a case

6 IBM Case Manager components Simplifying the delivery of case-based solutions people process information Workflow Monitoring & Analytics Collaboration & Social SW RulesContentIntegrationEvents Case Design Models Templates Solutions Case Runtime Context 360 o View History Case Analytics Structured Unstructured Real time Persisted Case Infrastructure Case Object Models Task Object Model Case APIs Case Analytics Data Store Solution Constructs

7 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

8 High level architecture Browser Case Client Case Builder P8 Engine Content & Process Engine Case Add-ons Object Store LDAP Case Manager Administration Client FileNet Deployment Manager 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 EditorWizardSolution Editor Business Space Case Widgets Case Manager REST API PE RESTCase RESTP8 CMIS P8 PE APIP8 CE API Workplace XT Process Designer P8 eForms IBM Forms (optional) Web Services

9 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 assets Case designer can provide 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

10 Solution object model A solution is conceptually composed of cases Persistence model is based on the case instance

11 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): , 2005.

12 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 Repeatability Tasks can be repeated at will Grouping Inclusive and Exclusive Optional User directed launching or skipping Ad hoc User dealing with unknown Event driven Tasks launched via events Uses structured processes fragments Drive dynamic activities

13 Examples of tasks

14 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 – 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

15 Solution folder Global XPDL Solution Definition Example of solution artifacts Case Type Folders Property Choice List Document Type Configuration Role In-Basket Task Base Workflow XPDL Workflow Reuse Workflow Workflow IBM BPM process BPEL process Created by Business Space Created by IBM BPM Process Designer 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 Builders Step Editor Reuse a workflow created by P8 BPM Invoke a WID created component Invoke an IBM BPM process

16 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) Case Manager Builder Isolated region

17 Design object store folder structure Connection Definitions Root Folder IBM Case ManagerData SetsSolution TemplatesSolutions Pages Solution Workflow Collection Configuration Solution Definition XPDL Connection definition include project area definitions Data Sets contain basic Target Object Store configuration and add-ons Folder structure for Templates is similar to Solutions folder structure Pages contains Business Space references Each solution is tag with the corresponding project area

18 Case worker user experience Case Runtime Context 360 o View Activities Role-based and personalized End user gets exactly the information they need to progress the case Flexible and extensible Can be configured to meet unique business requirements Provides deep context for case work No 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

19 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 Case Infrastructure Case Object Models Task Object Model Case APIs Case Analytics Data Store 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

20 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 Audit Log Case History Tasks Annotations History Containment

21 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 tasks are created Case creation triggers event handler No running tasks, and all Required Task completed Error condition

22 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 Task Created Manual or Automatic transition Pre-condition triggered Transition Under process control Under process control Process fragment is automatically launched

23 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 TaskCase comment Document Case folder Properties Task Case comment Document Case relationship link Bidirectional link object with description, and type = split

24 Basic deployment topology Development Domain Design Object Store Case BuilderCase Client Business Space Server and database (shared) Project Area 1 Target Object Store 1 Project Area n Target Object Store n... Solution Data Set User Acceptant Testing (UAT) Domain Design Object Store Case Client Target Object Store 1 Target Object Store n... Solution Business Space Server and database Data Set Filenet Deployment Manager Solution Package Case Manager Administration Client Deploy Initialize Export Import Assets created outside Case Builder Deploy

25 Target object store folder structure Solution Deployments Root Folder IBM Case Manager Case Types Case Structure + Cases Contains for each Case Type, the information needed to create case instances. Actual case folder Cases are stored in a year, month, day, hour folder structure to avoid large amount of instances in a single folder Contains all the solutions deployed in this object store

26 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 Event Log Roster Inbox Queue Application Space work Queue TaskRole In-Basket Case

27 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 Workflow Collection PE Configuration Solution Definition XPDL - Browser P8 Process Designer Case Builder Business Analyst Process Designer

28 Target Object Store P8 task runtime Case data lives in the case folder, but can be accessed from the workflows – F_CaseFolder. to access case properties – F_CaseTask. to access task information Isolated Region Event Log Roster work Queue In-Basket Case comment Task Case folder Properties Document Audit Log Workflow Case Analyzer Event Dispatcher Publisher Case Client Case REST API Direct access to case data Attachments

29 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

30 External data support Browser Business Space Case Widgets Application Server PE RESTCMISCase REST External Data Service REST External System External Data Process work items, retrieve work, In-basket, etc. Interact with documents, Search, etc Create cases, modify case properties, case history, comments, etc. Customer provides REST feed to provide external data Single 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 External Data...

31 Interaction diagram for case creation using external data Case Client Case REST API External Data Service ICM Server Add case Get default case Properties and attributes Initial New Object Dependent property change In Process Changes Optional Add Final New Object Create case

32 Interaction diagram for using external data Case Client Case REST API External Data Service ICM Server Get Case Object Get case instance properties and attributes Initial Existing Object Dependent property change In Process Changes Optional Complete Final Existing Object Update case

33 Powerful analytics for better case outcomes Case Analytics Structured Unstructured Real time Persisted Comprehensive reporting and analysis Gives case managers visibility across all information types to assess and act quickly Real-time dashboards Understand 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.

34 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

35 Case analyzer Case Analyzer combines content and process information to present a real time picture of the case Case Analyzer Case Analyzer Database Fact Tables OLAP Database Build OLAP cubes Event Dispatcher Dimension cache Publisher CE Audit Log PE Event Log Object Store Isolated Region Target Object Store Cognos BI reports Cognos Real Time Monitor Case Monitor Dashboard (Business Activity Monitor) Reports and Dashboards

36 Underlying capabilities Bottom line: IBM Case Manager leverages and integrates best of breed capabilities from across IBM Workflow Monitoring & Analytics Collaboration & Social SW RulesContentIntegrationEvents 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

37 CM8 support Browser Case Client Case Builder Application Server Case RESTPE RESTP8 CMISCM8 CMIS Target Object Store Case folder Proxy CM8 Docs CM Repository Proxy case folder CM8 Docs ICM Adaptor CM8 Adaptor

38 Development Environment Design Object Store Project Area Deployment target PE Region Target Object Store Business Space Design Object Store Production Environments Solution Process Server Solution Case Builder Solution Deployment target PE Region Target Object Store Business Space Process Server Export Solutions IBM BPM integration Case Builder can introspect a Process Center repository to locate processes to invoke as case tasks Process Center

39 IBM BPM Process Server 1 Process Application 1 Process 1 Process 2 Process Application 1 Process 1 Process 2 Process Application 2 Process 1 Process Application 2 Process 1 Process Application 3 Process 1 Process 2 Process Application 3 Process 1 Process 2 P8 Domain Target Object Store 1 Solution 1 Task A Case Type 1 Task B Solution 2 Task C Case Type 2 Target Object Store 2 Solution 3 Task A Case Type 1 IBM BPM Process Server 2 Target Object Store 3 Solution 4 Task A Case Type 1 Process Application 4 Process 1 Process Application 4 Process 1 Example

40 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 Audit Log Start BPM Process ICM Callback IBM BPM Process Server Callback information BPM Web API Notify BPM process completion IBM BPM Web Services Start Process ICM Web Services callback

41 Federated in-basket A Business Space In-Basket widget that federates work items from Case Management, Human tasks, BPEL processes, and WLE processes

42 Mike Marin Distinguished Engineer IBM


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