Facilities Business performance management_3

Monitoring the deployed business process allows proactive and directed action to be taken and provides a real-time contextual insight into process that is running and gives users a personalized and role-based view of displaying business information and managing business and IT operations. The most common mechanisms for viewing performance data are dashboards and scorecards. A dashboard provides a graphical user interface that can be personalized to suit the needs of the user. A dashboard graphically displays scorecards that show performance KPIs, together with a comparison of these KPIs against business goals and objectives. Ê Analyze. The analyze process is used by the monitor process to calculate predefined KPIs and perform ad hoc analyses. These KPIs and analyses can be used with associated historical data to evaluate the performance of the organization. Analysis of the information is provided with context to the users who make decisions on process metrics to detect anomalous situations, understand causality, and take action to maintain alignment of processes with business goals. A key technology for monitoring and analyzing business performance is data warehousing. A data warehouse brings together data from multiple systems inside and outside the organization. A data warehouse provides access to both summary data and detailed business transaction data. This data may be historical in nature, or may reflect close to real-time business operations. The availability of detailed data enables users to drill down and perform in-depth analyses of business performance. BI applications and tools can also play an important role in analyzing performance data and historical data in a data warehouse. Analysis of business event data and other historical business data is necessary for diagnosing business performance problems. It is also crucial for evaluating decision alternatives and planning appropriate corrective actions when business performance management issues are detected. The analysis process supports business services management by predicting potential IT infrastructure problems before they occur. By analyzing historical information about the health and performance of the infrastructure, analysis can help predict potential violations of service level agreements or internal resource performance thresholds before they actually materialize. Analysis using ad hoc methods means that the monitoring process of BPM must be designed in such a way that it remains dynamic and easily changeable. Businesses will constantly want to view information about performance in new ways that are more informative and more easily understood. And IT must be positioned to provide that level of support. 54 BPM Meets BI Ê Act. This process can be either tactical or strategic in nature. The tactical approach usually involves line-of-business users who react to a real-time dashboard or alert. Exception conditions are flagged based on defined exception rules. If an alert is triggered by a business exception, a user can respond rapidly to handle the situation. In certain situations, this response can be automated. Examples of actions performed in response to alerts include reassigning work items or changing their priority, modifying process structure, altering resource allocations, changing rules, or modifying trigger conditions for business situations. It also applies at the strategic level. Based on information from the analysis process, managers can implement and prioritize major business initiatives, such as adding new lines of business, redeploying assets and resources, and making major acquisitions of technologies or business capabilities. For well-documented and straightforward business processes, organizations can implement intelligent processes that can automatically recommend or take action in response to a predefined event. One travel-related e-business firm, for example, alerts managers to expand the inventory of airline seats and hotel rooms in response to customer purchasing trends. Being able to act appropriately based on the information provided to resolve problems based on business priorities and service level agreements is critical. Again, linking IT and business strategies and goals is one of the key tenets of business performance management. The primary IBM products that support each process are shown in Table 3-1. Table 3-1 IBM products supporting the BPM Platform IBM BPM Platform Model Deploy Monitor IBM Product WebSphere Business Integration Modeler WebSphere Business Integration DB2 Alphablox WebSphere Information Integrator DB2 UDB Data Warehouse Edition DB2 Content Manager WebSphere Business Integration (WBI) (including WBI Monitor) WebSphere Portal Lotus Workplace Chapter 3. IBM BPM enablers 55 IBM BPM Platform Analyze Act IBM Product DB2 Alphablox WebSphere Information Integrator DB2 UDB Data Warehouse Edition DB2 Content Manager WebSphere Application Server WebSphere Business Integration Server and Server Foundation WebSphere Business Integration Modeler In the sections that follow we look each of the processes in turn, and introduce the products outlined in the table. Subsequent chapters of this redbook discuss the products in more detail. 3.1.1 User Access to Information The Monitor and Analyze processes of the BPM Platform supply a user interface for both business and IT users to access business information, and manage business and IT operations. WebSphere Portal and Lotus Workplace serve as the foundation for these areas. We will first review the role of an enterprise portal, and then discuss how IBM technologies support enterprise portal development and the IBM BPM Platform. An enterprise portal provides both desktop and mobile business users with a single integrated and personalized Web interface to the business content they need to do their jobs. A portal also provides collaboration facilities that allow portal users to exchange information and communicate with each other. From a business intelligence perspective, a portal helps relate business intelligence to many other types of business information that exist in an organization. Figure 3-2 shows you an example of this in the context of a call center application. The portal in the figure provides a single view of all the operational and BI information and applications required by a call center support person to do their job. The portal is quickly becoming the primary business user interface to enterprise systems because it personalizes business content to match each user’s role in the organization, making it much easier to find and access information. A portal can be used to display BPM dashboards that present role-based content and context-sensitive business views of key business activities, events, and 56 BPM Meets BI measurements to business users. The information presented through these tailored business views is used to monitor and manage business performance. Although BPM dashboards are a relatively recent innovation, the idea of using an intelligent information system to supply relevant information to business users is not. Management information systems (MIS) and executive information systems (EIS) have been used for many years in organizations to display business information. Business executives or managers primarily use these latter systems to view financial data about the health of their business. This data is typically time delayed in that it shows events after they have occurred. Portal Business Integration User Query Show me all the customers with a net worth > $ 1M who hold IBM DBMS DBMS Data DBMS Warehouse Workflow Open New Brokerage Account for Customer Legacy Data Figure 3-2 Call center example BPM dashboards represent a significant advance over MIS and EIS approaches for displaying business information. In addition to strategic and tactical information, a dashboard also delivers near real-time information, alerts, and automated recommendations based on rules and thresholds defined by line-of-business managers and users. This type of dashboard allows a business user to monitor business events, detect business issues, and execute appropriate business actions. Dashboards have become mission critical workplaces for key CxO-level executives (CIO or CEO, for example) to ensure that their leadership teams execute effectively in the challenging business environments prevalent today. Dashboards not only support business executives, but also assist a wider audience of line-of-business (LOB) and systems management users. Chapter 3. IBM BPM enablers 57 The popularity of dashboards is a facet of the growing importance of BPM and BI. Dashboards offer significant business value in monitoring and managing business performance. Formal studies of the information needs of executives and managers indicate the importance of getting information quickly and efficiently. There is also a strong desire by managers and executives to be able to filter information to focus on key business objectives and performance indicators. Dashboards are designed to satisfy these requirements. Dashboards provide a graphical display of business critical information and use visual cues, such as color, to improve the speed of problem determination and decision making. You can have many types of BPM dashboards, intended for different users and purposes. Some are designed for executives and LOB managers, while others are intended for systems administrators. In the examples that follow, we discuss the key types of dashboards used by organizations today. An executive dashboard is used as a management tool to define strategic business goals and responsibilities, and to manage business performance against those goals. The information or scorecards shown on an executive dashboard enables business users to compare and analyze KPIs and business goals. This facilitates efficient and informed strategic decision making. A scorecard is often associated with a formal management methodology known as the balanced scorecard or six sigma. Figure 3-3 shows an example of the balanced scorecard approach. Financial Objectives For shareholders Process Process Perspectives Organization Critical Organization Business Processes Policies and Structure Customer Customer Requirements to be met Business Outcomes Business Drivers Figure 3-3 Balanced scorecard methodology for an executive dashboard A tactical business dashboard is intended for line of business (LOB) managers to monitor and manage short-term business initiatives, for example, sales and marketing campaigns. Figure 3-4 shows an example of a business dashboard for a retail operation. The dashboard provides a store map in the top left quadrant 58 BPM Meets BI ... - tailieumienphi.vn