Internet of Things: Achieving Business Objectives through Dynamic Case Management

Date:   Monday , July 20, 2015

Founded in 1983, Pegasystems Inc. (NASDAQ: PEGA) develops strategic applications for sales, marketing, service and operations. The company has a market cap of $1.75 billion.
Digitization means disruptive mega-trends in Connectivity, Social, Internet of Things, Big Data Analytics, Cloud, and Mobility. Among these, the most impactful pillar of digitization is the Internet of Things (IoT). IoT is also identified as other terms: Machine to Machine (M2M), Internet of Everything (IoE), Industrial Internet, Connected & Smart Machines, Connected & Smart Devices. There are still more esoteric terms such as \"Enchanted Objects\". These terms have nuances that attempt to capture or emphasize a particular aspect of the (sometimes confusing) IoT landscape.

Connectivity is essential for IoT. However, it is not sufficient to provide true business value. In order to achieve the tremendous benefits of connected devices, Things should become part of dynamic cases that involve processes with people, Things for sure, but also enterprise applications and trading partners.

IoT Value Streams with Dynamic Case Management

For a long time physical things (aka Machines, Devices, Vehicles and more) and the enterprise software that is the realm of IT have been siloed. In many industry sectors such as Manufacturing, Oil and Gas and Chemical, embedded software solutions with physical devices and as well as the overall maintenance and control of physical Things are the realm of Operational Technology. The physical and virtual are coalescing. With increased emphasis on connectivity, digital enterprises are able to connect the end-to-end stream of business activities and orchestrate them in digitized processes.

A value stream is the comprehensive end-to-end activities from the edges (customer and increasingly Things) to the enterprise, for a specific business objective. Many individuals, business units, applications and yes, increasingly, Things are involved in the value stream. The value stream is really a model of the various milestones or stages that are typically assigned to business units, partners, or departments. A dynamic case is ideal for digitizing the value stream. The milestone or stages in the values stream can be mapped onto digitized and operationalized stages of the dynamic case. Each of these stages will be realized through one or more digitized processes. Furthermore, Big Data Analytics, business rules, robust intelligent integration, as well as the overall intelligent user experience are all part of DCM solutions.

The anatomy of a case could be illustrated as follows. Note the participants of the case: they could be humans or Things smart Things, connected Things, and robots with machine learning capabilities. A case therefore orchestrates multiple tasks or activities for a specific business objective. Each stage or milestone will be achieved through the completion of one or more digitized processes. Some processes or tasks within the case are planned. Others are unplanned and ad-hoc. Cases have a hierarchy of subcases typically these are mapped onto business units or business capabilities within the digital enterprise. Business rules as well as predicative and self-learning analytics constitute the nervous system of the case: the intelligence of Things, digitized business decisions, and knowledge workers drive the case to resolution or completion. Predictive analytics models are discovered from the enormous amount of data generated by the myriads of devices or Things. Increasingly Things are the main source of data and Big Data is becoming Thing Data.

The intelligent orchestration of humans, Things, with enterprise applications through digitized processes, cases, and decisioning is the most important trend for digital transformation!

IoT & DCM: Process of Everything

The potential economic impact of IoT is huge. By 2020 conservatively we will have between 25 to 50 billion connected devices, generating a potential market that exceeds ten trillion! A dynamic case is a process: it has an input or stimulus such as an event initiated by a human; coordination of activities for a specific business objective and then the output or the resolution. It is a Process of Everything: humans, Things, business applications, and business partners. With DCM, there are three use cases of Process of Everything:
  • Things as Participants in Processes within Dynamic Cases: Humans, Things, enterprise application and partners orchestrated within processes mapped onto DCM stages.

  • Dynamic Cases Instantiated from Thing Events:As illustrated above, where a sensed or detected event instantiates a dynamic case.

  • Complex Event Correlation & Real-Time as well as Big Data Analytics to Instantiate Cases: Big Data increasingly becoming Thing Data: the analysis could be done real-time to correlate events or through a predictive modeling to discover and operationalize models within DCM.

As described above, with the Process of Everything, an exception event can instantiate a dynamic case that manages the end-to-to-end processes involving Things, the manufacturer, the service department, the ERP systems for systems of record, potentially the supplier as well as the consumer, and of course the technicians and the dealer. Throughout business rules, predictive models and decision management are leveraged within automated dynamic cases, with IoT connectivity. Thus for IoT, Dynamic Case Management allows the digital enterprise have complete transparence, control and agility for the all the parties (humans, Things, enterprise applications, partners and more) to orchestrate the success of the business objectives.