Archive

Posts Tagged ‘business process guidance’

Convergence and Case Management

March 16th, 2010 6 comments

Consolidation is a fact of life in the software industry. Large companies buy small companies to round out their capabilities, medium companies merge with other medium companies to provide a more financially stable combined entity, and small players, well, they either get acquired or go out of business. So it comes as no surprise to the business process management (BPM) world that companies like Lombardi and Savvion were acquired by IBM and Progress Software respectively, regardless of whether the suitors were expected or not.

The same could be said of the most recent acquisition in the space, that of Chordiant by Pegasystems. Pega is a powerhouse player who has traditionally been very strong in the Customer Service arena. In hindsight, Chordiant is a very natural extension of that experience and presents a very compelling combined platform for customer experience.

Fascinating times in the BPM market for sure. But the title of this post references convergence, not consolidation, and while the two concepts are related, I’m not talking about acquisitions here. I’m more interested in how several previously distinct markets are coming together around a single new (old) concept called Case Management. Theo Priestly of BPM Redux tweeted today about the blurring of the lines between customer relationship management (CRM), BPM, master data model (MDM) and case management (CM). I’d personally add enterprise content management (ECM), knowledge management (KM) and an emerging category called business process guidance (BPG) to that list as well.

The venn diagram-ish graphic is one that Dana Khoyi of Global 360 and I used during our presentation to the WfMC Case Management Summit in November 2009. The premise is that CM encompasses capabilities from many other traditionally separate disciplines. The relative size of the outer boxes indicates the importance of each of those to our definition of case management. For example, ECM plays a more central role to CM than Rules, although both are critically important. The examples outside the case management box represents aspects of the other disciplines that are either not important or simply less critical to case management.

Case Management Ecosystem

Case Management Ecosystem

While attending the Gartner Portal Content and Collaboration conference (#gartnerpcc on Twitter) last week, I witnessed the “life mimics art” of this diagram coming to life. No matter whether you call it collaboration, knowledge management, social networking, or case management, the ultimate topic of many of the sessions last week revolved around the central tenet of enabling knowledge work and workers. The fascinating aspect of this was that the messages were coming not just from the analysts in attendance but from the vendors, most of whom were in enterprise content management, companies like EMC Documentum, Autonomy and Microsoft (Sharepoint). These are the same concepts we’re hearing from the business process management and customer relationship management communities as well. Combine this vendor side with what we’re seeing from analysts like Toby Bell of Gartner (long time supporter of CEVAs and Composite Content Applications) and Craig LeClair of Forrester (recently writing a paper titled “Case Management – An old idea catches fire”, and it feels like we’re going to see a collision of many different software segments (ECM, CRM, BPM, KM) in the space referred to as Adaptive Case Management (or Dynamic Case Management by Forrester).

I think it’s a great time to be part of this industry. It feels like a new generation of solutions will drive huge value for companies that recognize that they need to embrace the chaos that is knowledge work and provide their employees to help sort through it all. What are your thoughts?