What should an Advanced Case Management (ACM) architecture look like?
David Gómez 270000KTWU firstname.lastname@example.org | | Tags:  content enterprise case bpm acm process ecm advanced architecture business management | 0 Comments | 1,677 Visits
Now the common question would be what does this have to do with and ACM architecture? Well, it has everything to do with it. An ACM platform for building ACM solutions is built on technology of today with a vision towards what's needed in the future.
So, what should an ACM platform look like? Well, let's think about it. It needs to have documents as part of it. So, there needs to be some library services for things such as versioning, check-in/out, and other typical library services functions.
The other aspect is that it needs to have some sort of ingestion from either existing document management systems or a means of ingesting beyond the enterprise generated content such as paper, faxes, and in-bound emails. So, a capturing services framework should be part of it also.
Now, emergent processes are part of this in the form of tasks or procedures as mentioned before. So, there needs to be some workflow services for managing the emergent processes generated with regards to processing a case.
There is a need to collaboration inside and outside of your organization with various experts or knowledge workers when and where needed. So, a collaboration services framework should also be part of this.
There are other things beyond documents which may be part of a case decision. This lends naturally to leveraging an integration services layer to quickly and efficiently bring in those dreaded “legacy” applications into the case information. As a side note, any “legacy” system is an application in existence prior to the one you're designing today.
Now, let's turn to the advanced part of ACM. Why is it advanced? Well, it is advanced because you can leverage event, content, and data analytics. So, an analysis services layer should be in place for making this advanced.
Another aspect to the advanced portion is that of having a real-time view into what the state of a case or group of cases are in the platform. This means a monitoring services dashboard should also be part of this.
Now, this is a lot to ingest. The key to having all of these things is that they are aware of what a “case” is and how it is interconnected. This means that there should be both a designer and a runtime which make the concept of a case with all its artifacts easy to design, create, manage, and view.
Now, these are the fundamental services needed for an ACM platform. I challenge you to find a product or vendor out there that has this in one box integrated. Go on and try and get back to me when you do.
Until next time,
Your friendly neighborhood ACM guy