Can BPM deliver?
Many of the everyday challenges that business leaders are facing today relate to how the business is managing its middle and back office processes. This might include a lack of visibility into how the business is performing because processes are not documented, or real processes differing from documented processes. Customer satisfaction may be waning due to long response times, unhandled exceptions in customer processes, or complex, uncoordinated customer service. The organisation may be unable to launch new business tactics quickly to compete effectively or exploit new opportunities. There may even be issues associated with complying with government, industry or internal regulations, as well as SLAs with customers and partners.
So where do we start in terms of addressing these challenges?
SOA is promising to usher in a new era of business agility. And today many enterprises are rolling out SOA and achieving reduced costs of integration and more rapid development cycles. But these initiatives are primarily focused on efficiency and adaptability in IT. And the agility that SOA promises depends as much on supporting new efficiencies for people as it does on liberating access to systems and services.
Undoubtedly, BPM helps to deliver seamless process integration by measurement. KPIs and other business metrics are defined in the process model and, as processes are executed, process owners can continuously track these indicators to gain operational visibility and identify opportunities for optimisation. However, this optimisation can only be achieved when the loop of 'modelling-execution-measurement' has been closed.
So, what tools does an organisation need in order to take control of business process management? The answer is a software product suite, for creating, executing and optimising business processes. In the past many BPM initiatives have stalled on technology grounds. Now that SOA is gaining acceptance though, BPM software seems to have a brighter future. And with standards emerging for SOA design and deployment, maybe the foundations are being laid for BPM.
NCC Head of Content
(ITadviser, Issue 54, Summer 2008)
Rick Firth investigates the role that ITIL can play in the drive towards a greener business environment. As environmental strategies increasingly take centre stage, organisations are facing a difficult juggling act between boosting their green credentials and adding untenable business cost. Yet IT service management is uniquely placed to realise ... read more..
Arguably an organisation's most vital asset is its databases, often containing financial information, customer and employee data and intellectual property. Peter Mitteregger considers the most common risks posed to this data.In this article we will look at some of the most common techniques that are employed by individuals to gain ... read more..
Brett Rowe discusses how moving to a converged telecoms model can help businesses to realise ongoing cost savings and reduce corporate spend in leaner times.When America sneezes, it seems the whole world catches a cold. Well, America is currently working its way though a large box of man-sized tissues and ... read more..
When you look at the evolution of cyber crime, it is clear that day-by-day, businesses and consumers are facing even more serious threats to their security. Phreaking, hacking, viruses, worms and identity theft. What's next asks Jim Doherty.Before looking at what's next, we must take a look at what's now. ... read more..
Margaret Harvey and Damon Rosamond-Lanzetta explain why a clear understanding of the technology and outsourcing implications is vital to success in a merger and acquisition (MA) environment.The acquisition of ABN Amro by a consortium led by RBS was unprecedented in its size and, complexity and whilst some might think that ... read more..
New Yahoo deal on the table Microsoft has raised the possibility of a new deal with Yahoo Inc., one that may involve buying a part of the company but not all of it. 'Microsoft is considering and has raised with Yahoo an alternative that would involve a transaction with Yahoo ... read more..
Many of the everyday challenges that business leaders are facing today relate to how the business is managing its middle and back office processes. This might include a lack of visibility into how the business is performing because processes are not documented, or real processes differing from documented processes. Customer ... read more..
Gary Cornell looks at the growing importance of cloud computing and considers some of the emerging offerings.My theme for this column (with apologies to Steven Sondheim cf: http://www.youtube.com/watch?v=zvzUdM29_uA) is 'Send in the clouds' - cloud computing. Surprisingly, according to my search of Google, 'cloud computing', is a new term perhaps ... read more..
Daniel Dresner questions whether the Government has got the business case for ID cards right. Governments and administrations are transient but however complex, are simple when compared with the intricacies of how ID cards may be taken to and applied by the population. They are only part of the identity ... read more..
Today's organisations compete through more efficient and better executed business processes. Business process management (BPM) is an approach and technology for implementing well-defined, well executed processes. Michael White provides his top tips on how to successfully introduce BPM to your organisation.1 Pick a project that will make a differenceFor your ... read more..
In the second article in our new series on the adoption of best practice tools and techniques, we ask three end user members of the itSMF to reflect on the value that ITIL brings to their respective organisations. British Transport Police The British Transport Police is the only uniformed national ... read more..
Bikram Sankar Das discusses the current market response to the availability of technologies for embedding business intelligence (BI) into operations, and describes how the adoption of SOA can help to maximise the benefits of BI platforms.As business intelligence and performance management (BI-PM) technologies increase in maturity, companies are finding new ... read more..
Leon Suchariv outlines how IT departments can bridge the gap between themselves and their customers, and work collaboratively in order to develop successful systems capable of meeting today's business challenges. Time to market; three little words that can make the difference between business success and failure. Seizing the initiative and ... read more..
Pitney BowesThe BPM projectWhen office technology and services company Pitney Bowes embarked on a major Siebel-based CRM project to overhaul its customer service infrastructure, one of the key elements was the enterprise mobility programme for its 1,000-strong field service engineer team in the UK and Europe.'Previously, we had a system ... read more..
Addressing the negative perception of the IT industry is one way of helping to solve the skills crisis, as Karl Parkinson explains.For many young people, the idea of working in the IT industry is usually quite far down the list of career choices. Thanks to the social stereotype of IT ... read more..