BPM Technology Showcase by lifemate


									Product Name:            TIBCO iProcess Suite
Company Name:            TIBCO Software Inc
Company Address:         3307 Hillview Avenue, Palo Alto, CA 94304
Contact Phone:           +1 (650) 384-5575
Contact Email:           vcotte@tibco.com
URL:                     http://www.tibco.com/solutions/bpm/default.jsp

Product Overview
TIBCO iProcess™ Suite software enables business users and IT staff to collaborate on
the modeling, execution and continuous improvement of business processes that
span their organization. TIBCO is a leader in BPM, with over 18 years of experience
and production implementations at over 1000 customer sites.
TIBCO has executed this vision on a global scale and across a variety of industries for
customers like AmeriCredit for new personal loans, Telecom Italia for provisioning,
DBS for retail banking, ING for funds management, Merck in healthcare, CitiGroup
for credit cards, Energy Australia for retail, UK Government for social security and
many more.
TIBCO aims to provide improved visibility and decision making by letting managers
observe process performance in real time, compare current results to historical data
and required levels of performance, and perform predictive simulations to
understand the likely impact of potential changes. TIBCO reduces operating costs
by automating time-consuming and error-prone manual tasks and improves
productivity by giving users the information and direction they need to do their jobs
most effectively. The design environment fosters business/IT collaboration.
Business users initially define the process map based on their understanding of
business goals and requirements. IT staff can then work with process owners to
modify and deploy the process definition in the way that best utilizes the company’s
IT infrastructure.
TIBCO enables our customers to proactively manage everyday business interactions,
like the special case and the urgent request. Our software is built with change in
mind, and designed specifically to support both straight through processing and the
all too common ‘exceptions’. TIBCO iProcess really focuses on placing agility into
the hands of the users so that all process types can be managed, not just the “Sunny
day scenario”.
TIBCO Business Studio, our industry leading modeling and simulation product, is
available for free here. The Business Studio Community is over 40 000 strong with
regular exchanges on the online Forum, educational webinars and regular technical
Company Overview
Headquartered in Palo Alto, California, TIBCO Software Inc. (NASDAQ:TIBX) provides
enterprise software that helps companies achieve service-oriented architecture
(SOA) and business process management (BPM) success. With over 3,000 customers
and offices in 40 countries, TIBCO has given leading organizations around the world
better awareness and agility–what TIBCO calls The Power of Now®.
Real-Time Business and The Power of Now – As markets become more dynamic and
competitive, the ability to adapt is becoming the key competitive advantage for
large organizations. To achieve this critical advantage and stay ahead of
commoditization, organizations need the following:
   • Real-Time Visibility: The power to see what's happening right now across
     their operation and marketplace.
   • Real-Time Understanding: The power to make sense of it all so they can
     understand the impact of developing situations.
   • Real-Time Action: The power to act and adapt so they can immediately seize
      opportunities, mitigate risks and proactively maneuver around threats.
Together, these capabilities add up to real-time business and give companies “The
Power of Now”—the ability to sense and respond to changes and opportunities as
they arise. TIBCO gives organizations The Power of Now by providing innovative
software that helps them pursue initiatives in three important areas:
   • SOA: Helping organizations migrate to an infrastructure made up of services
     that can be assembled, orchestrated and reused.
   • BPM: Helping organizations better coordinate the process flows that control
     how their assets work together.
   • Business Optimization: Helping organizations convert streams of data into
     meaningful information and deliver it to employees, customers and partners.
Markets Served & Representative Customers
TIBCO’s customer base covers a very broad range of industries including; financial
services (retail and investment banking), health care, telecommunications,
government, energy, insurance, utilities and transport.
TIBCO has frameworks for insurance based claims processing and
telecommunication provisioning of telephony products and services. TIBCO includes
templates to enable our customers to accelerate their implementations leveraging
industry standards like ACCORD, PRINCE2 and SCOR.
Pricing Structure
Pricing is based per CPU and per named user. Alternatively project based licenses
can be used where the former pricing model is not appropriate. TIBCO does not
charge for the design environments used by analysts and developers, but it does
charge per user for the process participants. Pricing starts at $125,000 for the entry-
level product (bundled with everything).
Supported Platforms
TIBCO supports the following deployment platforms Windows XP, 2003, Sun Solaris
(8, 9, 10), AIX (5.1, 5.2, 5.3), HP-UX, and Linux (Red Hat and SUSE). Oracle, DB2 and
SQL Server are the supported databases. TIBCO iProcess functionality is fully
exposed via .Net, Web Service or Java based API’s.

Process Modeling & definition
TIBCO’s modeling environment allows for process and data modeling, forms,
simulation, documentation, storage of requirements, versioning, discovery and
linking of services, templates, best practice fragments and role definition.

TIBCO provides a modeling environment appropriate to the different perspectives
and needs of the roles required to implement process based solutions. TIBCO
Business Studio makes use of the BPMN standard. TIBCO provides a perspective
that targets non-technical process designers who understand their business,
activities and needs intimately. Another perspective is focused on the technical
details of the implementation. For example, the business defines a process that
includes a step that requires data from an external system (e.g., customer data from
a CRM system). The IT resource can then see a different perspective and decide
how that system will be updated, Web service, Java, etc… This reflects the need for
different skill sets to adequately design a business process from top to bottom
(business through IT). We provide the right perspective for each skill set applied to
the same model (in this case XPDL 2.0).
Enterprise deployments of BPM rely on the ability to reuse smaller sub sets of
process; e.g., approvals, complaints, change of address, etc. TIBCO provides the
ability to implement a model then break it up as you discover reusable components.
These reusable components can then be stored in a library for future projects to
reference. Templates can also be created to ensure best practice is always followed.
Customers who already have Visio, ARIS or other 3rd party modeling tools can
leverage the work already done by importing these models into TIBCO.
Once the process is defined the simulation scenario analysis can be performed.
Every time you simulate a process we store the results of that ‘experiment’ as a
simulation scenario. The simulation result sets can generate HTML or PDF reports
and can be distributed to stakeholders for further analysis. OOTB reports allow side
by side comparisons of simulations across multiple scenarios (As-Is vs. To-Be),
looking at key metrics like participant utilization, time and cost. This enables users
to easily compare As-Is and To-Be scenarios. Production process and non-process
sourced data can be imported for the simulations.

We support process simulation using several parameters:
   • Resource costs
   • Elapsed time for each process step
   • Number of resources per step
   • Number of cases started for each simulation
To guide users along “process design guidance” provides a real time feedback as to
data and information you may be missing depending on your desired destination.
This provides quick fix capabilities to ensure your process is up and running as
quickly as possible.
Templates & Frameworks
TIBCO provides support for over 30 templates. These templates provide an ability
to accelerate initial development and include:
   • Financial Services – Funds transfer, and mortgages
   • Generic – Employee on-boarding, product release, defect management
   • Healthcare – Billing
   • Government – Building approval
   • Telecommunications – Service provisioning
   • Insurance – Make payment to claimant, perform recovery, track recovery,
     chase late recoveries
   • Industry managed standards - ACCORD, SCOR
TBCO also has frameworks which go into application logic covering Insurance and
Telecommunications - TIBCO Advanced Fulfillment Framework has been designed to
facilitate the provisioning of multiple distinct services from a single platform. It
addresses the operator's desire for organizational flexibility and reduced
operational costs, increasing the operator's ability to quickly create new product
bundles in response to market conditions and opportunities. Business-Driven
Integrated OSS/BSS solutions that integrate the front and back offices to function
seamlessly for superior customer service and improved operational performance,

resulting in greater efficiency and reduced cost. End-to-end Performance
Management solutions for increased performance and uptime of content and
application services.
Insurance - Streamlined Claims Servicing – Software automates the entire claims
management process – shortening settlement cycles and improving the consistency
of claims outcomes. Handling the First Notification of Loss to claim payment.
User Interfaces & forms
TIBCO focuses on the needs of end users providing a rich web based experience with
the functionality expected in a desktop client. TIBCO forms allow integration to
back end systems for access to information and updates to systems to speed up the
time needed to process transactions.

The power of BPM to liberate processes and drive competitive advantage
throughout sales and transaction cycles is now magnified by the ability of AJAX to
deliver to users the intuitiveness, interactivity, and performance that are vital to the
effectiveness of BPM solutions. TIBCO includes key functionality such as:
   • Prioritization – sort cases based on data or rule driven prioritization.
   • Prediction – predict the future path and time taken to complete a transaction
   • Jump to – change the order of steps to deal with those process exceptions.
   • Audit – historical status trail
   • Push and pull work distribution

TIBCO recognizes the need for customers to customize the look and feel of the user
TIBCO has componentized the out-of-the-box (OOTB) AJAX browser interface to
provide the following components: like login, Case detail, case summary, audit trail,
search, case preview, etc.. This allows for different customized user interfaces like
Microsoft Outlook or your own Portal deploying as JSR-168 compliant portlets.
TIBCO provides an environment for you to choose a subset of components to create
a customized user interface using the above listed components without the need to
navigate the API.
The same forms environment used to design the process can also be used to design
forms for users to interact with the process. The forms definer enables automatic
forms generation. For further customization the designer allows data validation,
tabbed wizards, css formatting, interactive rules based dialogues, dynamic sections,
calendaring, drop down lists, radio buttons, panes (horizontal and vertical) and
external data consumption.
Alternatively the iProcess client is fully exposed via a Java, .Net or web services API.
Data & Documents
TIBCO provides the ability to integrate to Content Management Systems (CMS) as
part of its suite of products. TIBCO has previously integrated to most of the leading
CMS products such as FileNet, Vignette (previously Tower Technology), IBM
OnDemand, IBM Content Manager, Documentum, etc.. Integration with a content
management product takes place on two fronts Client side integration and Server
side integration
Typically, client side integration will involve access to the content repository from
the BPM client, allowing users, with viewing access to all documents relevant to the
processing of a business transaction. Commonly TIBCO will be used to manage the
indexing and scanning processes which support the initial phases of the content
entering the business.

Server side integration is the behind the scenes connectivity between TIBCO and the
content management product. This involves tasks such as:
   • Maintaining the key data identifiers for the associated content
   • Starting a new business transaction upon receipt of a new document
   • Updating indexing data to the content management product

   • Re-indexing a document
   • Correlating a document from one business transaction to another.
   • Triggering the rescan process
TIBCO has 30% of our 1000 customers integrated with a document / content
management system.
TIBCO data is modelled in the same design environment as process and forms.
Process data is persisted in the database.
Process & Rule Architecture
TIBCO provides the ability to keep data, process and forms closely linked throughout
the process development lifecycle. Complex business rules are equally important
and can be easily defined using an Excel like interface. Providing the ability to
automatically check for logic errors in the rules: ambiguities, incomplete logic,
looping logic, etc - shortening the development time business experts can be
assured of covering all exceptions. Rules are deployed as services. As such all
services are treated as objects which can be easily integrated. Services can be
located using files, URL, searching a UDDI directory or TIBCO BusinessWorks then
using the Wizard based mapper to integrate the human activities to system based
activities. Data transformation can be done using XSLT or Java script.

Process models are stored as XPDL 2.0. This xml based file can be deployed directly
to the engine. The project solution can be stored and versioned using subversion or
any source control system compliant with Eclipse.
Run-Time Architecture
At the core of the TIBCO iProcess Suite is the iProcess Engine. This engine executes
the central work item processing functions captured by the modeling environment
as part of implementation. These process models support all aspects of work
management, from allocation to workgroup management; from SLA capture to
escalation procedures.

The iProcess Engine secures all case related data within a Relational Database
(Oracle, SQL Server, and DB2). The Engine is event driven and provides built in
support for enterprise messaging via JMS. Events are published with all audit trail
entries and are published as XML messages.
TIBCO BPM can of course leverage an existing service oriented architecture or
integration layer.
The diagram below illustrates the components of a possible overall architecture.

The underlying architecture provides the unique ability to dynamically bind process
fragments at run time. Managing the many design scenarios at design time can
result in a “spaghetti looking” process flow and this is exactly what companies are
moving away from. The ability to provide late binding process fragments, means
that complex processes can be easily linked together to form a larger process.
These smaller sub goals allow for process execution to be goal oriented. Changes in
process flow execution can be made as a result of human intervention, a system
event or due to business rules. Just like reorganizing a Gantt chart.
This is especially key, when looking at collaborative type processes which require a
more dynamic approach to process execution.

Run-Time Monitoring and Maintenance
The iProcess Engine has been designed as a high-throughput, non-stop platform for
BPM and its capabilities in these areas have been validated by customers who run
enterprise level BPM systems; e.g. financial institutions who have more than 30,000
live users, an insurance company who runs 90 million transactions a month, a
telecommunications company who has over 300 processes live in over 5 business
The iProcess architecture facilitates redundancy at the data, software and hardware
levels. These different capabilities are described below.
Data Integrity: All data, included flow definitions, case data, process data,
configuration data, etc., associated with an iProcess environment is stored in the
integrated RDBMS. There are no additional “working” files stored on the application
server. This approach has two primary advantages:
Online Backups. There is no need to stop iProcess in order to backup the database;
on-line, real-time backups are supported.
XA-Compliance iProcess is able to enforce XA-compliance on all internal database
transactions. Therefore in the event of any hardware or software failure, the
database is able to roll back any partially completed (i.e.: uncommitted)
transactions to a “last known good” state. This ensures that a failure does not result
in corrupt, orphaned or otherwise inconsistent data. Once the failure has been
rectified, the rolled-back transaction will be automatically reprocessed by iProcess.
Service Integrity: Each iProcess server runs a number of discrete services which
handle different aspects of the backend processing. Ensuring the non-stop
operation of these services is the key to enabling full 24X7 operations. Two aspects
of iProcess architecture are directed at the integrity of these services.
Sentinels - Two sentinels, the Worker Sentinel and Watcher Sentinel, are
responsible for managing all iProcess services running on a physical machine. The
sentinel pair monitors the health of all other services and automatically restarts any
failed services. (The sentinels operate in a paired configuration so that they can
monitor each other.)
Multiple Instances - iProcess services can be instantiated multiple times on the same
physical machine. Since each instance of a service acts independently of the others
while sharing a common queue of task instructions, the failure of one service does
not prevent iProcess continued operation.
As an example, consider the situation where the iProcess Background service fails in
the middle of processing a “case release” instruction. First, the database rolls back
the incomplete transaction and then persists the original instruction to the shared
queue (known as the MBOX). Second, another instance of the Background process
will query the MBOX for the next instruction (i.e.: the persisted instruction) and
process it. Third, the Sentinel will restart the failed Background service which in
turn will begin to process instructions. In this way, iProcess is able to continue
processing work with no loss of data even after service failure.
Physical Integrity: The concept of instantiating multiple instances of the same
service can be extended to separate physical machines. Therefore, an iProcess node
can resemble a cluster of physical servers with multiple redundant services running
on each.
Load Balancing: To get the load balancing and fault tolerance benefit with HTTP or
HTTPS, you must either use an IP redirector or explicitly point to a backup server to

be used when a server fails. The TIBCO Distributed Architecture enables simplified
load balancing capabilities at deployment time. The two processes engines: TIBCO
BusinessWorks and TIBCO iProcess Engines support this feature. In the case of
TIBCO BusinessWorks a simple checkbox has to be checked in order to activate the
Fault Tolerance: To get the load balancing and fault tolerance benefit with HTTP or
HTTPS, you must either use an IP redirector or explicitly point to a backup server to
be used when a server fails. All the components of the solution embed fault
tolerance capabilities. But several options must be considered. It is possible to
configure the servers in Active/Active or Active/Hot standby mode.
Business Performance Monitoring & Reporting
TIBCO’s reporting capabilities are based on our event driven infrastructure. The
engine sends out messages (JMS based) every time a business or system task or
activity happens. This can be filtered out to monitor just the important milestones.
These messages can be correlated, then aggregated and finally provide the
aggregated information as historical analytics, a real time dashboard or both,
allowing the users to view and understand how their business is performing.
TIBCO Business Activity Monitoring gives business managers real-time process
performance visualization and optimization information through operational
dashboards. BAM provides increased business agility by reducing the time it takes
users to sense and respond to trends and developing situations; improves decision
making by correlating historical data and real-time data for actionable insights;
minimizes risk exposure with real-time monitoring of processes against KPI’s. In
addition this provides real time information about how transactions are flowing
through your organization highlighting potential bottlenecks and service level
issues. TIBCO provides managers the ability to take Insight to action, enabling the
reallocation of resources, the raising of transaction priority, the movement of
transactions from step to step or resource to resource. BAM is an important part of
the feedback loop in a process-driven organization.
TIBCO’s solution allows users to identify, analyze and address problems and
opportunities, based on real-time business events occurring in your enterprise.
Information is aggregated in real-time and shows exact states of business activity
through visualization comparisons of KPI’s.
Using the drill-down feature, users can either see more details of the business
process instance within the dashboard or drill down to the actual case data to take
action (e.g. reassign to another person, complete the work yourself, or adjust the
case data). This seamless path from ‘insight to action’ is extremely powerful in
providing a means to take meaningful corrective action when it matters.
TIBCO provides a sophisticated tool to monitor the historical effectiveness and
efficiencies of business processes across the enterprise. It enables management to
establish and continuously measure Key Performance Indicators (KPI) for on-going
process performance and improvement. This analysis is based on historical
information. The frequency, or schedule of updates, is configured according to
customer requirements. TIBCO allows customers to establish Planned Values for
any of the KPI’s. Planned Values are a three-tiered set of tolerance values for
particular filtered KPI’s. Planned Values can be automatically applied to any analysis
to highlight whether actual results are in line with expected results. Furthermore,

our solution will automatically generate emails alerting recipients whenever the
actual results exceed the Alarm Value.

With these tools, it is easily able to identify bottlenecks or other process
weaknesses. TIBCO provides over 40 different types of charts and reports. These
charts and reports can be saved as favorites, organized into dashboard and
managements views, or easily distributed as HTML or PDF files. Options include:
   • 2D and 3D Diagrams - Line Chart, Stacked Line Chart, Bar Chart, Stacked Bar
     Chart, Column Chart, Stacked Column Chart, Pie Chart, Combined Chart,
     Cross-Tab, Table
   • EPC Diagram - shows an Event-driven Process Chain diagram
   • Speedometer Diagrams- overview of a KPI with respect to its Comparison
   • Bubble Charts- overview of two or three KPIs with respect to a Dimension
   • Radar Charts- overview of multiple KPIs with respect to their Comparison
     Values or a Dimension
   • Assessment Diagrams- overview of a KPI with respect to any number of
   • Best- and Worst-Case- shows the best and worst values of a KPI for a
   • Alarm Value Deviations - identifies cases that have exceeded their pre-
     defined Alarm Values
   • Process Mining - identifies variations and weak spots in cases
   • ABC Analysis - compares effort against benefit in individual fields
TIBCO iProcess’ comprehensive enterprise application integration capabilities
enable iProcess to plug into virtually any enterprise application or service oriented
architecture via a library of configured adaptors. TIBCO can integrate with EAI
vendor products such as TIBCO Business Works, Iona, Sun (SeeBeyond), BEA ,
BizTalk, and Software AG (WebMethods).
TIBCO provides a variety of adapters that include the following key features:

   • Standards like JMS, SOAP, HTTP, XSD, XSLT, XPATH, XQUERY
   • Asynchronous and synchronous transactions
   • Rollback and transactional groups
   • Error and exception management
   • Web services security
This allows the TIBCO iProcess Engine to create a trigger that executes any external
application or event. Our integration adapters are as follows:
   • Web Services via UUDI, file or URL (SOAP over HTTP or XML over JMS)
   • Java (Plain Old Java Objects – POJO)
   • COM
   • BusinessWorks – provides access to over 30 application and technology
   • JDBC
   • SMTP Email
   • Enterprise Messaging: XML over JMS
Standards Participation
Business Process Modeling Notation - TIBCO supports BPMN 1.0 for visual notation
for business process modeling BPMN. Defined by Object Management Group, Justin
Brunt is a member of the BPMN Task Force and TIBCO a Domain Technology (DTC)
member of OMG
XML Process Definition Language - XPDL defines the details of the business process
so it’s ready for execution. TIBCO uses this definition to store and migrate processes
from other engines. Defined by Workflow Management Coalition (WfMC), TIBCO a
founding and active member, Justin Brunt is Vice Chair and Fellow of WfMC. BPMN
1.0 maps 1:1 to XPDL 2.0
Business Process Execution Language - WS-BPEL is defined by OASIS. It provides a
notation for specifying business process behaviour based on web services. TIBCO is
a sponsor level member; Danny van der Rijn was an active member of the Technical


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