2009 08 31 bpm prescriptive guide
TRANSCRIPT
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IBM Business Process ManagementA Prescriptive Guide to Solution Design and Implementation
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Business Process Management (BPM) Prescriptive GuideIntroduction
• What is it?– Simple, usable guidance on how to use IBM’s BPM products to deliver a solution
into production within 60-90 days, assuming commensurate scoped process– Focused on Line-of-Business (LOB) departmental projects that are weighted
towards interactive process design and human-centric processing scenarios– Emphasizes the role of LOB participants in the activities that lead to a business
driven implementation of a departmental BPM solution
• How should this guide be used?– IBM Services, Business Partners, and Customers can leverage this guide in
delivering departmental BPM solutions– This guide may also be used as inspiration for planning larger scale projects,
incorporating the full set of built-in BPM capability
• What this is not intended to do ..– Replace business partner or customer design & delivery methodologies but
rather to feed into those methodologies as best practices on product usage– Not intended to replace product “how to” guides which go into a lot more detail
on product usage
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Overview of Iterative Solution Design & Process ImprovementBusiness Driven Activities
Discover your business intent; Map intent to business capabilities and processes; Identify and prioritize options
Story board the user interaction by capturing and defining as-is process and to-be processes; Specify business measures & KPI‘s; Mock up forms to validate and visualize human interactions
Experience/visualize the solution via elaboration and refinement of business measures and KPI’s; Add operational characteristics to future state processes; Interactively validate elaborated processes in IT sandbox
Manage real-time performance by empowering business users to customize their experience, managing KPI’s and alerts based on changing business conditions
Collaborate, Iterate, Refine & Validate
Business Leader
Business Analyst
Business Analyst
Process Owner
Business Users
Business Analyst
Process Owner
Business Users
Business Leader
Related Participant Roles Related Participant Roles
Related Participant Roles Related Participant Roles
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Overview of Iterative Solution Design & Process Improvement IT Driven Activities
Collaborate, Iterate, Refine & Validate
Put solution into production ...
• Setup IT Environments• Prepare and Deploy Production
Artifacts • Unit Test Solution• Monitor health of your solution to
ensure process integrity
5. Deploy
IT Leader IT DeveloperIT
Architect
Note: IT Production Level Activities happen in parallel with business activities
Related Participant Roles
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60 Day Solution Delivery Timeline ..
Wk 1 Wk 2 Wk 3 Wk 4 Wk 5 Wk 6 Wk 7
Discover
Story board
Experience
Manage
Production
Wk 8 Wk 9
IT Activities are related to getting the production
environment ready
Manage is an ongoing process that starts here but continues beyond the 60 day solution
timeline
Solution in Production
Note: This is only a sample timeline. The timeline might need to adapt according to resource availability, skill, and complexity of process
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1. Discover Collaborate, Iterate, Refine & Validate
Discover your business intent ..
• Capture Business Intent• Map Business Capabilities• Create High Level Process Maps• Identify options/ Prioritization
Business LeaderBusiness Analyst
Wk 1 Wk 2 Wk 3 Wk 4 Wk 5 Wk 6 Wk 7
Discover
Story board
Experience
Manage
Production
Wk 8 Wk 9
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DiscoverDetailed Activities
Detailed Activities Timeframe Role Product Deliverable1. Identify Business challenges• Work with business leaders to determine which
business challenges may need to be addressed.• Prioritize and asses the challenges and document them
Week 1,Day 1, 2
Business Leader, Business Analyst
•May use existing documents/materials •Document and store in publishing server/business leader space
Document
2. Strategize on solution• Create strategies related to business challenges in
order to determine their relationships to downstream goals and capabilities based on priorities
Week 1, Day 2, 3
Business Leader
Publishing Server/Business Leader Space
Strategy Map
3. Define Business/Solution Goals• Identify specific, measurable goals to ensure that the
solution is meeting the business needs
Week 1, Day 3
Business Leader
Publishing Server/Business Leader Space
Strategy Map w/ Goals
4. Define Business Measures• Based on the identified strategy and goals, define
business measurements, such as KPI’s, business SLA’s, and metrics that can be tracked and monitored periodically to ensure solution is meeting the specific business goals identified.
Week 1, Day 3
Business Leader
Publishing Server/Business Leader Space
Strategy map w/ Measures
5. Create Business capability maps• Prioritize capabilities based on business challenges
Week 1, Day 4
Business Leader/Business Analyst
Publishing Server/Business Leader Space
Capability Map
6. Create high level processes for high priority business capabilities
Week 1,Day 3, 4, 5
Business Leader, Business Analyst
Publishing Server/Business Leader Space
High Level Prioritized Process Maps
7. Obtain executive sign-offs & approvals• Ensure that executive level sign off is achieved in order
to proceed to the next set of phases
Week 1, Day 5
Business Executive
Document/Approval in Business Leader Space
Business Sign Off
Collaborate, Iterate, Refine
& ValidateBusiness
Leader
Business Analyst
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DiscoverInteractions & Screen flows
Create High Level Process Flow Define Business Capabilities
Create strategy Map
Create High Level Process Flow
Add Solution Goals and Metrics to Strategy Map
WebSphere Business Modeler Publishing Server
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DiscoverDeliverables and Hand-offs
Collaborate, Iterate, Refine & Validate
Business LeaderBusiness Analyst
• Strategy Maps• Capabilities Maps• Executive Sign Off to Proceed• High Level Process Maps imported into Modeler
Wk 1 Wk 2 Wk 3 Wk 4 Wk 5 Wk 6 Wk 7
Discover
Story board
Experience
Manage
Production
Wk 8 Wk 9
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2. Storyboard Collaborate, Iterate, Refine & Validate
• Capture/Refine Current State Process; Examine alternate ROI to determine best approach
• Define Future State Process• Define inputs and outputs and
mock up forms for human interactions
• Validate and visualize human interactions
Business Analyst
Process Owner
Story Board user interactions...
Wk 1 Wk 2 Wk 3 Wk 4 Wk 5 Wk 6 Wk 7
Discover
Story board
Experience
Manage
Production
Wk 8 Wk 9
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Storyboard (1 of 2)Detailed Activities
Detailed Activities Timeframe Role Product Deliverable1. Capture/Refine Current State Process• Import existing high level process models from either business
leader space, visio, or other tools if possible.• Search for reusable artifacts such as business services and forms.• If not begin to define the current state process from a blank slate.
Ensure to keep the scope of the process in terms of the solutiongoals
Week 2, Day 1, 2
Business Analyst working with SME
WebSphere Business Modeler
Current State Process Diagram
2. Examine alternate ROI to determine best approach• Leverage case analysis to determine which usage scenarios/use
cases best fit the goals that were defined during discovery and focus on defining those paths
Week 2, Day 2, 3, 4
Business Analystworking with SME
WebSphere Business Modeler
Case Analysis Reports
3. Capture Roles• Capture all relevant human roles that perform steps in the process• Capture cost and duration information and associate them to the
human steps in the process
Week 3, Day 2, 3
Business Analyst working with SME
WebSphere Business Modeler
Future state process with roles
4. Define/Refine Future State Process• Define, simulate, and refine future state business process models
that achieves the closest results to the ROI alternative chosen from case analysis.
• Generate dynamic analysis reports to quantify/validate gains derived from future state process and support business case for implementation
• Use design principals that include only portions of the model that are candidates for the end to end solution. Other modeling elements may be included but used for documentation purposes only
Week 2, Day 5
Week 3, Day 1, 2
Business Analystworking with SME
WebSphere Business Modeler
Future state process and Business Impact Report
Collaborate, Iterate, Refine
& ValidateBusiness Analyst
Process Owner
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Storyboard (2 of 2)Detailed Activities
Detailed Activities Timeframe Role Product Deliverable
5. Identify process steps as candidates for business rules• Identify steps in the process that are candidates for implementing
business rules logic.• Look for steps or multiple decisions that could be combined in order
to create rules. • Create simple rules• Rules may also be created in order to determine the appropriate
staffing definition
Week 3, Day 2, 3
Business Analyst WebSphere Business Modeler
Future state process with business rules steps
6. Define task inputs and outputs and mock up forms for human interactions
• Create business items that include business data and associated them as inputs and outputs to the various steps in the process.
• Generate simple form mock ups using forms designer based on the inputs and outputs for the tasks
Week 3, Day 1, 2, 3, 4
Business Analyst WebSphere Business Modeler/ Forms Designer
Future state process with business items and mocked up forms
7. Validate and visualize human interactions• Perform storyboarding using simulation to validate with process
owners the flow and content of the human steps within the process. Obtain sign off and approval in order to move to the experience phase
Week 3, Day 3, 4, 5
Business Analyst working with SME,Process Owner,
WebSphere Business Modeler Publishing Server with sign off or Document
Collaborate, Iterate, Refine
& ValidateBusiness Analyst
Process Owner
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StoryboardInteractions & Screen flows
Storyboard Human Interactions
Perform Case and Comparison Analysis
Capture and Refine Future State Process
Capture Refine Current State Process
WebSphere Business Modeler
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StoryboardDeliverables and hand-offs
Collaborate, Iterate, Refine & Validate
Business AnalystProcess Owner
• Current State Process Model• Future State Model elaborated with business design information• Business Impact reports• Mocked up forms
Wk 1 Wk 2 Wk 3 Wk 4 Wk 5 Wk 6 Wk 7
Discover
Story board
Experience
Manage
Production
Wk 8 Wk 9
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3. Experience Collaborate, Iterate, Refine & Validate
Experience/visualize the solution …
• Elaboration of Business Measures and KPI’s
• Add operational characteristics to future state process
• Refine Forms• Interactively validate elaborated
process in IT sandbox
Business Users Business Analyst
Process Owner
Wk 1 Wk 2 Wk 3 Wk 4 Wk 5 Wk 6 Wk 7
Discover
Story board
Experience
Manage
Production
Wk 8 Wk 9
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Experience (1 of 2)Detailed Activities
Detailed Activities Timeframe Role Product Deliverable
1. Add operational characteristics to future state process• Refine and fill in high level process steps, process logic, error
handling, and data flow to support process execution. • Process data should reflect the fields & content needed to support
the process from storyboarding
Week 3, Day 3, 4, 5
Business Analyst, IT Architect
WebSphere Business Modeler
Process Models,Metric & KPI definitions, Role Definitions,Form Mockups
2. Define Constructs for execution on future state process• All process control flow (i.e., gateways) should be refined to reflect
decision logic based on process data. • Define Business Object Model• Look for reuse opportunities• Business roles for human tasks should be mapped to the
organizational directory. • Finally, technical attributes should be added to the process model
to prepare for runtime deployment• Publish models to repository
Week 4 Business Analyst, IT Architect
WebSphere Business Modeler
WSRR ALE
Process Models,Metric & KPI definitions, Role Definitions,Form Mockups
3. Elaboration of Performance Measures, KPIs, and Business SLAs
• Introduce additional measures of process performance against theexpanded operational process; this typically includes adding measures for activities, process branches, and other aggregated measures introduced during process refinement.
• Task escalations should be added in accordance to business SLAs.
Week 4 Business Analyst
WebSphere Business Modeler
New metric & KPI definitions
Collaborate, Iterate, Refine
& ValidateBusiness Users
Business AnalystProcess Owner
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Experience (2 of 2)Detailed Activities Collaborate,
Iterate, Refine & ValidateBusiness
UsersBusiness AnalystProcess Owner
Detailed Activities Timeframe Role Product Deliverable
4. Refine Forms•Working with UI development, the form mockups are built out as afully functional end user experience. •Forms are typically exported separate from the process for the hand-off; the end result is a collection of fully functional forms that can be handed in a single web-ready (WAR) package to IT.•Publish forms to repository
Week 4, 5 Business Analyst,IT Architect,*UI developer*
WebSphere Business Modeler, WebSphere Integration Developer, Lotus Forms Designer (standalone)WSRR ALE
Business user ready forms. Two options:1)All packaged in a separate WAR2)Imported back into the model project to replace the mockups
5. Interactively validate elaborated process in IT sandbox•After adding operational characteristics for the first time or for subsequent iterations, the process model can be deployed (directly by LOB) to a test environment for end user interaction & validation. •A mockup can also be created of an appropriate business space for interacting with the process, which can provide guidance for IT.
Week 4, 5, 6 Business Analyst, IT Architect
WebSphere Business Modeler, WebSphere Process Server (sandbox)
(Optional) Exported Business Space mockup
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ExperienceInteractions & Screen flows
Create Forms in Forms Designer
Test application in Sandbox environment
Add Operational Attributes to Process Models in WebSphere Business Modeler
Deploy directly from WebSphere Business Modeler
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Experience Deliverables and Hand-Offs
Collaborate, Iterate, Refine & Validate
Business Users Business AnalystProcess Owner
• Process Models• Metric & KPI definitions• Role Definitions• Form Mockups• Business user ready forms (two options):
• All packaged in a separate WAR• Imported back into the model project to replace the mockups
• (Optional) Exported Business Space mockup
Wk 1 Wk 2 Wk 3 Wk 4 Wk 5 Wk 6 Wk 7
Discover
Story board
Experience
Manage
Production
Wk 8 Wk 9
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4. ManageCollaborate, Iterate, Refine &
ValidateManage & Optimize performance ...
• Empower business users to customize end user experience
• Assign access rights; Optimize work assignments; Govern change
• Manage real time business performance, KPIs and Alerts based on changing business conditions
• Take corrective actions against process instances
Business Users Business LeaderWk 1 Wk 2 Wk 3 Wk 4 Wk 5 Wk 6 Wk 7
Discover
Story board
Experience
Manage
Production
Wk 8 Wk 9
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Manage (1 of 3)Detailed Activities
Detailed Activities Timeframe Role Product Deliverable
1. (Optional) Empower business users to customize end user experience:
• For collaborative business environments, configure role-based access in Business Space to enable business users to create, modify, improve upon, or personalize their BPM experience as business needs evolve.
• Customer-specific templates can replace out-of-the-box templates in Business Space to simplify the creation of new spaces by end users.
• This step is optional and not appropriate for business environments where the end user environment is locked down and strictly regulated.
Week 5 Solution Administrator, Business Users
WebSphere Process Server,WebSphere Business Monitor
Configured in Business Space
2. Assign Access Rights for System Capability• Configure role-based access control to process & system function and data
according to the business organization structure. This configuration should reflect the separation of concerns in the business: who needs access to what data and what actions those users can take on the data.
• Access rights should be fine tuned along the following high-level areas: i) Process configuration and decision making, such as business rules
and calendarsii) Visibility into data about the process, such as monitor models &
process administrationiii) Interactions with the process managed by the BPM system, such as
human task rolesThe mindset at this stage is defining the ‘realm of possibility’ for whatprocess users are allowed to do.
Week 5 Solution Administrator
WebSphere Process Server,WebSphere Business Monitor
Administrative Configuration
3. Optimize Work Assignments: • An ongoing process of looking across the allocation of human tasks among
organizational team members to shuffle work around and respond to changing business conditions.
• Insight into work allocation can be achieved through a combination of team-based task views and monitor visualizations that can optimization decisions.
• Efforts to optimize work can be performed by a business user playing a supervisory role or as part of a empowered peer organizational structure.
Ongoing for life of process
Business Users, Business Leaders
WebSphere Process Server,WebSphere Business Monitor
N/A
Collaborate, Iterate, Refine
& ValidateBusiness
Users Business Leader
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Detailed Activities Timeframe Role Product Deliverable
4. Govern Change:• Artifacts should be stored and managed in a common repository in
order preserve traceability across tools and changes being made.. • Key stakeholders should be identified and a review process put in
place to govern change.
Ongoing for life of process
Business Users, Business LeadersIT developers (setup)
WSRR ALE N/A
5. Manage Real-time Business Performance: • Monitoring of the process provides insight into types of business
transactions, identifies bottlenecks within the process, and allows drill-down from high level business views to individual processes of interest.
• A typical performance management dashboard will have a set of KPIs that measure process performance against business targets, durations for key activities–e.g., human steps–in the process, and dimensional analysis that allows for analysis by different business attributes of the process (such as channels, customer type, etc.).
• Dashboards will also typically incorporate some drill down enabling users to locate business transactions of interest. Drill down may start from high level views or data analysis, to visualizing a process flow, to locating individual human tasks in the process and taking action to reallocate work.
Ongoing for life of process
Business Users, Business Leaders
WebSphere Business Monitor
N/A
Collaborate, Iterate, Refine
& Validate
Business Users Business
Leader
Manage (2 of 3)Detailed Activities
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Detailed Activities Duration Role Product Deliverable
6. Manage KPIs & Alerts Based on Changing Business Conditions:• As the business environment evolves, KPI performance targets and
critical situations requiring user attention will change. • Users can leverage KPI & Alert management to create new
performance targets as needed from a web interface without IT involvement, and customize their process visualization accordingly.
Ongoing for life of process
Business Users, Business Leaders
WebSphere Business Monitor
N/A
7. Take Corrective Action Against Process Instances: • Administrators can locate individual process instances or failed
process transactions, correct the in-flight transaction, and continue the process through to completion.
• Dynamic changes to a specific process instance include modifyingbusiness data for the process instance, skipping steps, or redoing steps within the instance.
• Any processes that failed due to transient IT conditions (e.g., network failure) or bad data can be corrected and resubmitted for processing, with the net effect that no transaction is lost.
Ongoing for life of process
Solution Administrator
WebSphere Process Server
IT Space
N/A
Collaborate, Iterate, Refine
& Validate
Business Users
Business Leader
Manage (3 of 3)Detailed Activities
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ManageInteractions & Screen flows
Manage Real Time Business Activities and Optimize Business Performance
Monitor Business Performance In Real Time
Manage User Access Rights and Staffing
Govern Change
Business Space
25
Manage Deliverables and Hand-Offs
Collaborate, Iterate, Refine & Validate
Business Users Business Leader
• Configured in Business Space• Administrative Configuration of users• Future improvement Suggestions
Wk 1 Wk 2 Wk 3 Wk 4 Wk 5 Wk 6 Wk 7
Discover
Story board
Experience
Manage
Production
Wk 8 Wk 9
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5. Deploy
IT LeaderIT DeveloperIT Architect
Put solution into production ...
• Setup IT Environments• Prepare and Deploy Production
Artifacts • Unit Test Solution• Monitor health of your solution to
ensure process integrity
Wk 1 Wk 2 Wk 3 Wk 4 Wk 5 Wk 6 Wk 7
Discover
Story board
Experience
Manage
Production
Wk 8 Wk 9
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Deploy (1 of 2)Detailed Activities
Detailed Activities Timeframe Role Product Deliverable1. Assemble End User Experience• Decide the optimal technology for Forms, implement the Forms and
Configure the Business Space, based on the inputs from Story Boarding
Week 1 UI Developer Lotus Forms/WebSphere Integration DeveloperBusiness Space
Business Space ConfigurationCompleted Forms
2. Perform IT Assembly• Compose the remaining components of the application through the
construction of new processes and services as well as through the use of existing services.
Week 1-2 Solution Developer/Integrator
WebSphere Integration Developer
Completed SCA Application
3. Instrument Process for Monitoring• Creating Business Measures in Modeler will automatically turn on
events to monitor. If more fine grain detail is desired, utilize the WID tooling to turn on events for SCA, BPEL, and State Machines as desired.
Week 1-2 Business Analyst, Solution Developer
Modeler/WebSphere Integration Developer
Completed Business Measures and Monitoring Model
4. Generate Monitoring Models• Generate the J2EE ears necessary for all of the Business Measures. It
is possible to test in the iterative development environment prior to this step, but deployment requires that these artifacts be generated. This allows for the KPIs and other data to be collected, and for the Business Space Widgets to be configured properly.
Week 2 Solution Developer/Integrator
WebSphere Business Monitor Toolkit
Monitor J2EE .ear files
5. Test in the UTE-Testing• The amount and kind of testing performed depends on whether the
effort can be completed using the Interactive Process Design capability. If not, then one can use the component testing capability in the WID environment
Week 2Week 3
Business Analyst/Solution Developer
WebSphere Business Modeler/Business Space/WebSphere Integration Developer
Tested WebSphere Process Server and Monitor Artifacts
Solution
DeveloperBusiness Analyst UI Developer
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Detailed Activities Timeframe Role Product Deliverable6. Prepare Production Process• Create a staging environment for testing on the full topology. This
environment will be created with as close to the production topology as possible.
• The same topologies, database configurations, messaging resources, and repositories should be utilized as for production.
• The ‘Golden Topology’ is the recommended topology, as it is applicable for 90% of all cases.
• The product stack to install includes Process Server, Monitor, and WSRR.
• Once testing is complete, perform any and all installation needed on the production topology.
Week 1-3 Integrator WebSphere Process Server, WebSphere Business Monitor, Business Space, WSRR
ConfigurationTopology
7. Generate Deployment Artifacts• Create the application ears for the application, both for Process Server
and Monitor. Export any needed Business Space Artifacts
Week 3 WPSAdmin
WebSphere Integration Developer, WebSphere Business Monitor Toolkit, Business Space
Configurationtopology
8. Deploy Artifacts• Deploy the artifacts to the production topology and perform the
necessary configuration. Configure the endpoints as needed, configure WSRR with the needed artifacts, configure any resources (databases, supporting applications and services) as necessary.
Week 3 Integrator WebSphere Process Server, Business Space, WebSphere Business Monitor
GeneratedArtifacts
9. Ensure the Transactional Integrity of your process• Administrators can deal with problem instances of processes using the
WebSphere Administrative tooling.
Week 3-N WPS Admin
WebSphere Process Server
Testing
10. Monitor the Health of Your System• Look for throughput and performance problems, adjust your system to
provide scalability and reliability.
Week 3-N WPS Admin
IT Space Report
Integrator WPS Admin
Solution
Developer
Deploy (2 of 2)Detailed Activities
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WDPE Interactive Process Design CapabilityWebShpere Business Modeler
Assemble End User Experience Perform IT Assembly in WID Generate Deployment Artifacts in WID
Instrument Process For Monitoring in WID Generate Monitoring Models in MME Test in the UTE in WID
Prepare Production ProcessDeploy Artifacts to Admin Console Ensure Transactional Integrity in Admine ConsoleMonitor System Health IT Space
DeployInteractions & Screen flows
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Deploy Deliverables and Hand-Offs
IT LeaderIT DeveloperIT Architect
• Configured Business Spaces• Assembled BPM Applications• Generated Monitor Models• Fully Tested BPM Applications• Configured Staging Environment• Configured Production Environment• Deployed BPM Application• Steadily functioning Application)• Reliable, performing application running on the chosen topology• Dashboards with KPIs and Metrics• System Performance data from Health Monitoring from production environments
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Some Tips On Using The Prescriptive Guide
• Pick The Right Process and scope• Consider ROI and opportunities for immediate impact• Executive approvals• Avoid solutions requiring complex IT infrastructure• Avoid scope creep!
• Line up the right team and resources ahead of time • LOB leaders, business analysts, IT developers, and SME’s• Include a BPM Architect who can oversee the solution and ensure it
is achieving the business goals from start to finish• Perform the IT activities in parallel• Requisition of hardware/software and infrastructure requirements