Optimizing Business and Process Performance with Business Modeling, Analysis, and Monitoring

Copyright 2009 EMC Corporation. All rights reserved.

Reducing Costs Is Important, but Improving the Quality of Business Processes Is the Most Important Business Goal

Survey question: For the BPM project(s) currently implemented or planned in the next 12 months, rate the importance of each of the following business goals.
Improving the Quality of Your Business Processes Improving Customer Satisfaction Continuous Process Improvement Reducing Costs Improving Customer Experience Improving Business Agility Transforming Your Business Improving IT Department's Ability to Make Changes to Systems Underlying Business Processes Automating a Particular Process for the First Time Empowering Business Users to Make Certain Changes to Processes and Underlying Solutions Modernizing Existing Solutions Using BPM and SOA 1 2 3 4 Mean 5.09 5.04 5.04 4.98 4.95 5 6 7 5.81 5.79 5.68 5.58 5.57 5.53

N = 313 Mean summary: 1= not at all important; 7 = extremely important

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* BPM Users Demand Flexible and Insightful BPM Tools, North America and Western Europe, 2008 Gartner

Users Need to Be Able to Change Process Flows or Business Rules Several Times a Year - Gartner
Survey question: Thinking of the most impactful BPM project your organization is implementing or will undertake, how frequently will you need to change the process flows or business rules in the solution that supports the business processes in your organization? Frequency of Process Change
Percentage of Respondents 40 35 30 25 20 15 10 5 0 Several Times a Year Monthly Ad Hoc Basis Weekly Once a Year Less Than Once a Year Daily Rarely Don't Know (Less Than Once Every Two Years) N = 313

Copyright 2009 EMC Corporation. All rights reserved.

* BPM Users Demand Flexible and Insightful BPM Tools, North America and Western Europe, 2008 Gartner

Why is the quality and visibility of business processes so critical ?

How can I see whats happening in my business processes in realtime? Are we meeting our service level agreements? How can we find and fix problems early before they affect customers? What is the day-to-day process cycle time? Can we decrease it with current staffing levels? How to summarize process performance in aggregate business metrics? Can we institute a continuous process improvement methodology?

Youcantmanagewhatyou dontmeasure PeterDruker

(1)Gartner:25waystocutITcosts,LindaTucci,October21,2008,SearchCIO.com

Copyright 2009 EMC Corporation. All rights reserved.

Transactional Content Management: Process

ANALYZE

MONITOR

Optimize

DEPLOY

EXECUTE

Understand, automate, and optimize

Copyright 2009 EMC Corporation. All rights reserved.

Business process management (BPM) is a technology-based approach for understanding, automating, and optimizing your processes Understand: Complete view of processes across the organization Automate: Execute and automate processes in a production environment Optimize: Continuous process performance improvement Technologies Business process analysis Process execution Business activity monitoring Systems-based integration Forms management
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EMC Documentum Process Suite

Analyze

BPA Server

Process Analyzer

Process Simulator

Process Navigator

Business Analyst

Deploy

Business Process Manager

Forms Builder

IT/Process Developer

Execute
Documentum Repository
Process Engine
Web Services ESBs Data Sources

Process Client

Collaboration

Business Process Services

Workflow Performer

Monitor

BAM Server
Copyright 2009 EMC Corporation. All rights reserved.

Business Activity Monitor

Dashboards

Alerts

Operations Manager, Executive

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Process Improvement

Process Discovery
What is the current situation? Identify problems Capture requirements

Process Design
Define the end state Compare to current Get alignment

Process Implementation
Connect to execution environment Implement technically Deploy solution

Copyright 2009 EMC Corporation. All rights reserved.

EMC BPA Capabilities

Dynamic Visualization

Rapid Process Knowledge

Shared Access Business Process Repository

Collaboration

MultiMultiDimensional Attributes

Reusable Assets

Analysis & Simulation

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Dynamic Visualization

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Process Analysis

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Insights from Simulation

As Is Process To Be Process
Average Process Duration Total Variable Cost 11 hours 3.6 hours 67% faster

$36,500

$16,000

56% cheaper

Throughput

Completed 39 processes out of 66

Completed 71 processes out of 77

Copyright 2009 EMC Corporation. All rights reserved.

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What is BAM?

BAM is a way to gain meaningful, instant visibility into enterprise operations

- Gartner

Copyright 2009 EMC Corporation. All rights reserved.

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Business Problems:
Business KPIs report historical, not real-time news
Information received could be too late to take actions. Corrective action taken on historic data.

Operations managers lack the visibility to manage SLA targets

Poor visibility into leading indicators of problems.

Lack of confidence and uncertainty on reports

Varied reports from different points of time and sources

Data and Report Proliferation

Multiple reports and monitoring tools for each application No central system to capture and correlate business events from different applications

Copyright 2009 EMC Corporation. All rights reserved.

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BAM vs. Current Operational Reporting Approaches

Spreadsheets, SQL queries, local databases

Problems: consistency, security, poor user productivity; ability to analyze only one database

ERP/CRM reporting and analysis

Problems: great for reporting off one system; most companies have many

Homegrown solutions
Problems: starts out cheap, gets more expensive with every expansion and evolution. High maintenance costs

Copyright 2009 EMC Corporation. All rights reserved.

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The Overall Landscape

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EMC BAM Solution

EMC Process Suite BAM (Business Activity Monitoring) enables business operation workers and managers to:
Monitor key business metrics in real-time, e.g. Key Performance indicators (KPIs) or Service-Level Agreements (SLAs) Analyze real-time data to identify process bottlenecks, exceptions, and solutions to business problems. Act on current conditions either automatically or manually from a dashboard in order to meet business needs Proactive - quickly identify and react to situations before they become problems reducing risk and improving business agility.
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Real-Time Process Performance at Your Fingertips

Documentum Business Activity Monitor
Web 2.0 Flex-based Dynamic KPI tracking Interactive charts and drilldowns Graphical dashboard builder Active alerts and response Documentum Process Reporting Services TaskSpace components Quickly identify and react to situations before they become problems reducing risk and improving business agility.

Rich user experience for dynamic business processes Sense, Assess, Respond
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Copyright 2009 EMC Corporation. All rights reserved.

Process Diagram Dashlet

Quickly see where the process is right now

BENEFIT:
See immediately which activities have already happened

Look inside a running process Drill down for more detail on performers, data, and timing Gives you the information you need to diagnose problems

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Performer Report Dashlet

Number of Processes Handled

BENEFIT: Aggregate data from multiple instances for a day, week

Process Performers

See the amount of work done by each performer. Similarly, you could show the average time for each performer This extends to business data such as product, customer, region, revenue

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Trend Dashlet

Service Level Agreement Notice Exceptions

BENEFIT: Visualize process behavior over time Notice exceptional behavior Spot trends
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The Alert Dashlet

Status

Alert Condition

Alert Severity

BENEFIT: Easily customize Alert conditions Alerts trigger automatically and are sent to responsible party Fix problems before they affect your customers
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Summary
Benefits of Documentum BAM
Real-time alerts for immediate action View process details at the instance level Understand performance at the aggregate level Track key performance indicators against SLAs Get visual insight from user configurable dashboards Use performance information for continuous process improvement

Quality & Customer Service

Cost and Time Savings

Visibility & Control

Copyright 2009 EMC Corporation. All rights reserved.

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Why EMC? Business Benefits

Industrys only complete, end-to-end composition platform for case-based solutions Applications up to 50% faster, greater agility and substantially lower TCO Enhanced productivity up to 3050 percent Streamlined processes accelerating work, while reducing operating costs More compelling/engaging customer experience Reduced risk; automated compliance control
Copyright 2009 EMC Corporation. All rights reserved. 23