scenario, using the approach in the IBM Business Process Management Prescriptive Guide SMEs; generate PDF and JPEGs to distribute. – Review models
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ibm.com/redbooksRedpaperFront cover BPM Solution Implementation GuideJohn BerglandLuc Maquil Kiet NguyenChunmo SonPractical approach to rapid BPM solution deliveryBusiness-driven BPM solution implementationComplements existing business partner and customer solution methodologies
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© Copyright International Bu siness Machines Corporation 2009. All rights reserved. Note to U.S. Government Users Restri cted Rights — Use, duplication or di sclosure restricted by GSA ADP Schedule Contract with IBM Corp. First Edition (October 2009) This edition applies to WebSphere Business Modeler v. 6.1.2 and WebSphere Business Monitor, Version 6, Release 2, Modification 0 (product number 5724M2400) This document created or updated on January 13, 2010. Note: Before using this information and the product it supports, read the information in fiNoticesfl on pageix.
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iii Contact an IBM Software Services Sales Specialist Our highly skilled consultants make it easy for you to design, build, test and deploy solutions, helping you build a smarter and more efficient business. Our worldwide network of services specialists wants you to have it all! Implementation, migration, architecture and design services: IBM Software Services has the right fit for you. We also deliver just-in-time, customized workshops and education tailored for your business needs. You have the knowledge, now reach out to the experts who can help you extend and realize the value. For a WebSphere services solu tion that fits your needs, contact an IB M Software Services Sales Specialist: ibm.com/developerworks/websphere/services/contacts.html architectural knowledge, skills, research and development . . . that’s IBM Software Services for WebSphere. Start SMALL , Start BIG, JUST START
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vi BPM Solution Implementation Guide 3.2.3 Add business item to process flow . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43 3.3 Add roles and cost to as-is process . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46 3.3.1 Adding roles to as-is process . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47 3.3.2 Add cost information to As-Is process. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49 3.4 Examine alternate ROI scenarios. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52 3.4.1 Baseline Simulation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53 3.4.2 Issue 1: Efficiency of manual tasks. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56 3.4.3 Issue 2: Efficiency of semi-automatic tasks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58 3.4.4 Changes to cost table and second simulation. . . . . . . . . . . . . . . . . . . . . . . . . . . . 59 3.4.5 Issue 3: Cost of service intake . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61 3.4.6 Issue 4: Cost of claim adjudication . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63 3.5 Define the future state scenario . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64 3.5.1 Implementation of human tasks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65 3.5.2 Implementation of WebServices. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66 3.5.3 Implementation of business rules tasks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67 3.5.4 Add additional Task fiNotify Rejection to customerfl . . . . . . . . . . . . . . . . . . . . . . . 68 3.5.5 Adapt control flow ratios to reflect insertion of business rules tasks. . . . . . . . . . . 69 3.5.6 Run final simulation for validation purposes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71 3.5.7 Future improved business process. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72 3.6 Identify business rules content . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73 3.7 Generation and validation of mockup forms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75 3.8 Validation of mockup forms. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76 3.9 Definition of control points to prepare experience. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77 3.9.1 The Balanced Scorecard approach to ensure strategical alignment. . . . . . . . . . . 78 3.9.2 The Input, Output, Process, Outcome Model to cover process life cycle . . . . . . . 79 3.10 Summary. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80 Chapter 4. Experience . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81 4.1 Objective of the Experience phase. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82 4.2 Overview of steps in the Experience process. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82 4.2.1 Activities within each task. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83 4.3 Reviewing the goals of Experience within the context of the health care scenario. . . . 84 4.4 Add operational characteristics. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85 4.4.1 Defining business rule tasks. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85 4.4.2 Identifying business rule candidates from the scenario process. . . . . . . . . . . . . . 86 4.4.3 Steps to create a business rule (Provider Selection) . . . . . . . . . . . . . . . . . . . . . . 88 4.4.4 Defining human tasks. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 96 4.5 Define Constructs for execution . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 99 4.5.1 Adding services to deployable applications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 99 4.6 Elaboration on KPIs and SLAs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 102 4.6.1 Setting the context within the scenario for Health Care Insurance Co. ABC . . . 103 4.6.2 Steps to define the task duration KPI . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 103 4.6.3 Steps to Define the Total Claim KPI . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 106 4.7 Refine forms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 111 4.7.1 Automatic generation of forms for human tasks . . . . . . . . . . . . . . . . . . . . . . . . . 112 4.7.2 Customizing the appearance of the form . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 113 4.8 Refine the process . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 154.8.1 Interactive process design (IPD). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 116 4.8.2 Testing with the real life scenario . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 122 4.9 Summary. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 132 Chapter 5. Manage . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 135 5.1 Goals of the Manage phase . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 136
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Contents vii 5.1.1 Identifying the overlap between the Experience phase and the Manage phase . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 137 5.2 What to manage . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 375.3 Introduction to the Business Space. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 138 5.4 Empowering the user . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 140 5.4.1 Customizing the user experience . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 140 5.4.2 Assigning Access Rights: Why they are beneficial and how to assign them . . . 142 5.5 Monitoring the Health Insurance Claim Process. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 148 5.6 Manage in real-time using KPIs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 149 5.6.1 Review of the KPIs to be monitored . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 149 5.6.2 Setting up the KPI widget report. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 151 5.6.3 Setting thresholds and spotting bottlenecks in KPI Reports. . . . . . . . . . . . . . . . 158 5.6.4 Using the KPI widget reports to identify bottlenecks. . . . . . . . . . . . . . . . . . . . . . 158 5.6.5 Reviewing the human task widget to analyze bottlenecks . . . . . . . . . . . . . . . . . 160 5.6.6 Dimension reports. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 162 5.6.7 KPI administration. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 165 5.7 Optimize workload assignments. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 175 5.7.1 Objective of optimizing workload assignments. . . . . . . . . . . . . . . . . . . . . . . . . . 176 5.8 Govern changes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 835.8.1 Governing change within the context of Health Insurance ABC. Co. . . . . . . . . . 184 5.9 Chapter summary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18 5Chapter 6. Deployment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 187 6.1 Objectives of the steps of the deployment phase. . . . . . . . . . . . . . . . . . . . . . . . . . . . 188 6.2 Perform IT assembly. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 190 6.2.1 Prepare export . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 190 6.2.2 Exporting WebSphere Business Modeler artifacts . . . . . . . . . . . . . . . . . . . . . . . 192 6.2.3 Importing Project Interchange into WebSphere Integration Developer. . . . . . . . 196 6.2.4 Loading interface files into WebSphere Service Registry and Repository . . . . . 201 6.2.5 Mediation modules and business integration modules. . . . . . . . . . . . . . . . . . . . 205 6.2.6 Assembling a Web service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 210 6.2.7 Integrate with WebSphere MQ . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 212 6.2.8 Integrate with JMS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 212 6.2.9 Integrate with JCA adapters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 213 6.3 Generate and customize monitor models. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 214 6.4 Assemble user experience . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 226 6.4.1 Automatic generation of forms for human tasks . . . . . . . . . . . . . . . . . . . . . . . . . 227 6.4.2 Customizing the appearance of the form . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 228 6.4.3 Advanced Lotus forms editing. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 230 6.5 Test applications in Universal Test Environment . . . . . . . . . . . . . . . . . . . . . . . . . . . . 230 6.5.1 Using the integration test client. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 231 6.5.2 Using component testing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 234 6.6 Prepare production environment. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 234 6.7 Deploy applications. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2 366.7.1 Generate applications in WebSphere Integration Developer . . . . . . . . . . . . . . . 237 6.7.2 Implementation of an automated build . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 240 6.7.3 Deployment of applications. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 241 6.8 Monitor health of process . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 241 6.8.1 Failed event manager. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 243 6.8.2 Service Integration Bus Browser. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 244 6.8.3 Business Space health widgets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 245 6.8.4 Tivoli Performance Viewer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 246
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viii BPM Solution Implementation Guide Appendix A. Additional material . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 249 Locating the Web material. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 249 Using the Web material . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24 9How to use the Web material . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 250 Related publications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 251 IBM Redbooks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 251 Online resources . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 251 How to get Redbooks. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25 1Help from IBM . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 251
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© Copyright IBM Corp. 2009. All rights reserved. ixNoticesThis information was developed for products and services offered in the U.S.A. IBM may not offer the products, services, or features di scussed in this document in other countries. Consult your local IBM representative for information on the products and services currently available in your area. Any reference to an IBM product, program, or service is not intended to state or imply that only that IBM product, program, or service may be used. Any functionally equivalent product, program, or service that does not infringe any IBM intellectual property ri ght may be used instead. However, it is the user’s responsibility to evaluate and verify the operation of any non-IBM product, program, or service. IBM may have patents or pending patent applications covering subject matter described in this document. The furnishing of this document does not give you any licen se to these patents. You can send license inquiries, in writing, to: IBM Director of Licensing, IBM Corporation, North Castle Drive, Armonk, NY 10504-1785 U.S.A. The following paragraph does not apply to the United Kingdom or any other country where such provisions are inconsistent with local law: INTERNATIONAL BUSINESS MACHINES CORPORATION PROVIDES THIS PUBLICATION “AS IS” WITHOUT WARRANTY OF ANY KIND, EITHER EXPRESS OR IMPLIED, INCLUDING, BUT NOT LIMITED TO, TH E IMPLIED WARRANTIES OF NON-INFRINGEMENT, MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOS E. Some states do not allow disclaimer of express or implied warranties in certain transactions, therefore, this statement may not apply to you. This information could include technical inaccuracies or typographical errors. Changes are periodically made to the information herein; these chan ges will be incorporated in new editions of the publication. IBM may make improvements and/or changes in the product(s) and/or the program(s) described in this publication at any time without notice. Any references in this information to non-IBM Web sites are provided for convenience only and do not in any manner serve as an endorsement of those Web sites. The materials at those Web sites are not part of the materials for this IBM product and use of those Web sites is at your own risk. IBM may use or distribute any of the information you supply in any way it believes appropriate without incurring any obligation to you. Information concerning non-IBM products was obtained from the suppliers of those products, their published announcements or other publicly available sources. IB M has not tested those products and cannot confirm the accuracy of performance, compatibility or any other cl aims related to non-IBM pr oducts. Questions on the capabilities of non-IBM products should be addr essed to the suppliers of those products. This information contains examples of data and reports used in daily business oper ations. To illustrate them as completely as possible, the examples include the nam es of individuals, companies, brands, and products. All of these names are fictitious and any similarity to the names and addresses used by an actual business enterprise is entirely coincidental. COPYRIGHT LICENSE: This information contains sample application programs in source language, whic h illustrate programming techniques on various operating platforms. You may copy, modify, and distribute these sample programs in any form without payment to IBM, for the purposes of developing, using, marketing or distributing application programs conforming to the application programming interf ace for the operating platform for which the sample programs are written. These examples have not been thoroughly tested under all conditions. IBM, therefore, cannot guarantee or imply re liability, serviceability, or function of these programs.
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