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Avi Rosenthal

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Case Management - The Missing Topic

Case Management

STKI Summit 2011 was about the emerging new IT World.  The emerging game changing trends are:

  • Mobility

Smart phones applications and Location Based business Services

  • Cloud Computing which may change the CIO's role to Business related role instead of Computing Infrastructure focused role.
  • High Data growth rate in general and non-structured data in particular

It should be noted that any of the new trends or technologies cited above is not game changing. The combination of all these trends together is game changing.

The growing IT-Business Gap was mentioned several times in conference presentation topics, e.g. Business IntelligenceSOASocial Networks.
The concept of Business Technology (BT) was also discussed in the Keynote presentation. This concept originali developed by George F. Colony from Forrester Research after an open discussion.

Forrester analysts and other IT experts including myself participated in that open discussion.

Peter Drucker's ideas were also mentioned in DR. Jimmy Scwarzkopf's Keynote Presentation.

Peter Drucker originated the concept of Knowledge Worker.
Knowledge Workers are those who use actually Case Management tools as part of executing related Business tasks.

What is Case Management?
Case Management is for handlinga certiain type of Human Business Processes, which require Knowledge Workers activities.

The first topic which come to our mind in relation to Business Processes is BPM. BPM is one of of Case Management pillars.
We can classify Business Processes on the dimension of human involvement.

Relatively small precentage of Business Processes are fully Automated Processes or SOA Processes. No Human activities are required in order to execute instances of Automated Processes.

The majority of Business Processes are more complex: Human activities are required in addition to automated systems execution. In order to handle Human Processes,   BPMN standrd based tools or BPEL for People, not yet standard, tools may be used.


Some of The Human Processes are even more complex and less structured. Execution of instances of these processes requires Ad-hoc decisions by Knowledge Workers.

Case Management is addressing execution of these Processes.
In order to implement Case Management, BPM tools are used in conjunction withEnterprise Content Management (ECM) tools, Business Rules Engines (BREs),Business Intelligence (BI) tools, Social technologies, Event Processing tools andService Oriented Architecture (SOA) tools.

More Stories By Avi Rosenthal

Ari has over 30 years of experience in IT across a wide variety of technology platforms, including application development, technology selection, application and infrastructure strategies, system design, middleware and transaction management technologies and security.

Positions held include CTO for one of the largest software houses in Israel as well as the CTO position for one of the largest ministries of the Israeli government.