The Technical Case for Case Management - Part 7 - The End - ?

Malcolm Ross
June 1, 2010

Thanks for joining me in this series of 7 posts about The Technical Case for Case Management. It's been an interesting thought experiment and exciting to see the formation of what could be the next enterprise software trend or evolution of the BPM market.I find myself asking "Will BPM evolve beyond process?"

Case Management hasmuch promise to be that next evolution for BPM.Case Managementfocuses onproblems where traditional BPM has failed, such as the ad-hoc nature of many knowledge workers, Business Data Events and Business Data Reporting instead of just process, Collaboration, and working towards non-process related business goals. But Case Management has much to learn from BPM as well, like: Model-Driven Design techniques, Business / IT Collaboration, Discovery, and Analysis.

As I mentioned in my previous 6 posts, to fill the gaps between Case Management and BPM, there are a number of technical features which must be included in a Case Management "Suite" to effectively enable the proper management of Cases. These included:

1. Ad-Hoc Activities

2. Real-Time Events and Business Intelligence

3. Enterprise Content Management

4. Collaboration / Enterprise 2.0

5. Reporting and Analysis

My goal for this series was not to give a definitive definition of the required technical features for Case Management, but to inspire some thought on what exactly a Case Management "Suite" might look like. There are certainlymanyfeatures yet to be discovered that will truly empower Knowledge Workers and Managers to more improve their case handling and drive business performance.

I'll be leaving this topic open ended and hope to revisit in a few months withmore thoughts on technical features in a Case Management solution..

Thanks for reading and as always, feel free to comment.

Malcolm Ross

Director Product Management

The Technical Case for Case Management Series

Part 1: Intro

Part 2: Ad-Hoc Activities

Part 3: Real-Time Events and Business Intelligence

Part 4: Enterprise Content Management

Part 5: Collaboration / Enterprise 2.0

Part 6: Reporting and Analysis

Part 7: The End ??