System Wide Information Management SWIM Operational Responsiveness An

System Wide Information Management (SWIM) Operational Responsiveness: An Emerging Trend Intelligent Business Operations Presented to: SOA Brown Bag #13 By: The SWIM Governance Team & Michelle Davis, Progress Software Date: February 8, 2012 Federal Aviation Administration

What Are We Hearing? • Blind Spots Lack of a complete picture of where process data lives and how it is acted upon for informed decision making • Lack of Process Flexibility Business changes fast and so the processes that support it must be more flexible • Slow Time-to-Value Dynamic process management must act upon existing systems, databases, and applications without the need for “rip-and-replace” • Stay in Compliance The demands of customers, suppliers, and surrounding regulatory environment are finite and ever-changing • Needs for an Event-Driven Business Data, the foundation of any business, is driven by events (i. e. customer interactions, order processing, and information transfer) SOA Brown Bag #13: Operational Responsiveness February 8, 2012 Federal Aviation Administration 2

Data And Tools Compound Challenges “Wish I could connect my info with another department so we could see how we impact each other” “These reports and analyses are not giving me any new insight… I wish I could…” “There seems to be multiple versions of the truth…data is in many different systems too” “…don’t trust the data” Impacting § Completeness and reliability of information § Visibility into the business § Effectiveness of insights and decisions “Too many IT assets and tools everywhere, many of them overlap and are redundant” “Limited visibility on what’s going on in my operation. . now, and in the last few days” “Takes me days just to produce this simple report” “Wish I can do the reports on my own and not wait for IT” SOA Brown Bag #13: Operational Responsiveness February 8, 2012 § Ability to act and re-act § User productivity and satisfaction § Total cost of ownership Federal Aviation Administration 3

Everyone Is Attempting To: Mitigate Risk Do More with Less Improve Program Performance Jump-Start Innovation Enable Continuity of Operations Improve Operational Performance Enhance Process Improvement Create a Foundation for Business Process Integration Reduce Fraud Waste and Abuse Maximize Resource and Asset Utilization Reduce and Avoid Costs Modernize IT Manage Through Collaboration Create New Citizen Services Meet Mission Objectives Employ Commercial Best Practices SOA Brown Bag #13: Operational Responsiveness February 8, 2012 Federal Aviation Administration 4

What If You Could Do The Following? Identify and solve problems with service delivery BEFORE impacting warfighter/customer satisfaction SOA Brown Bag #13: Operational Responsiveness February 8, 2012 Federal Aviation Administration 5

Do One Or All Of These Impact Your Ability To Succeed? Incomplete Visibility Too Slow to Make Decisions Unable to see what’s happening across the business Decision management is “past-tense” Have no visibility into undocumented or legacy processes First hear about problems from customers Information about customers, products, shipments is incomplete or out-of-date Struggling to make sense of deluge of information Inability to understand how combinations of events, transactions and processes will impact the business in real time Cannot anticipate opportunities or threats Brittle, Inflexible Processes Inability to make changes fast enough to respond to business needs Limited oversight of processes Cannot quickly react to regulatory changes to reduce exposure to noncompliant activity Not empowered to dynamically correct processes without IT involvement THE LACK OF BUSINESS OPERATIONS INTELLIGENCE HAS ENDED SOA Brown Bag #13: Operational Responsiveness February 8, 2012 Federal Aviation Administration 6

What Makes Business Operations Intelligent? According to Gartner… ü Explicit, formal attention to business process design that demonstrates BPM/BPI ü Situation awareness mechanisms based on recent events ü Embedded/inline analytics via BAM, CEP or other near realtime processing ü Software support for intelligent responses such as a rules/orchestration engine SOA Brown Bag #13: Operational Responsiveness February 8, 2012 Federal Aviation Administration 7

IMAGINE: A GPS Navigation System • Driver enters an address • Embedded optimization software calculates the best route • The GPS device compares the location of the automobile with the planned route • The device continuously maps the car’s location, adjusts the estimated arrival time and alerts drivers before and when they need to turn or change directions • If a turn is missed, the device notifies the driver and calculates a new route SOA Brown Bag #13: Operational Responsiveness February 8, 2012 Federal Aviation Administration 8

GPS and Intelligent Businesses • Business have the same opportunity to remove the risk of the unknown by building their own form of navigation systems with complex event processing and leveraging their existing investments in business intelligence and process automation software SOA Brown Bag #13: Operational Responsiveness February 8, 2012 Federal Aviation Administration 9

Emergence Of A New Category Forrester: Next Generation Platform IDC: Business Navigation Systems Gartner: Intelligent Business Operations SOA Brown Bag #13: Operational Responsiveness February 8, 2012 Federal Aviation Administration 10

Attributes Of An Intelligent BPMS (i. BPMS) Strong with y ynerg s value! IBO SOA Brown Bag #13: Operational Responsiveness February 8, 2012 Federal Aviation Administration 11

Responsiveness Requires A New Technology Approach Control Tower Business Analytics Complex Event Processing Business Rules & Decision Management Intelligent Business Operations (IBO) Business Process Management Real world environment, including “legacy systems” SOA Brown Bag #13: Operational Responsiveness February 8, 2012 Federal Aviation Administration 12

Unlimited Opportunities For Operational Responsiveness IBO Opportunities are usually found in three main types of evolving business: • Business Growth – Expansion – Partner connectivity – Geographical migration • Cost Control – Budget cuts – People reduction/consolidation • Business Quality – Customer service/satisfaction – Speed of delivery Strategic Business Initiatives Line of Business Projects CIO/CFO driven programs Business Quality Regulated Businesses Outsourcing Projects ERP / CRM investments Key Performance Indicator programs Acquisitions, mergers, & divestitures Risk reduction & mitigation programs Infrastructure consolidation initiatives Human workflow management Financial compliance management Contact center optimization Employee & customer self-service Inventory management & optimization Category line extension Product lifecycle management These opportunities will be spoken of and handled differently depending on the roles of the individuals within the organization… yet they are they same drivers and value to the business. SOA Brown Bag #13: Operational Responsiveness February 8, 2012 Federal Aviation Administration 13

IBO In Practice § § § Needed process improvements to facilitate and accelerate loan closings Automated business rules and loan closure processes; added events processing and correlation A unified portal enabled business users to prioritize loans, dramatically reducing the sales cycle and backlog SOA Brown Bag #13: Operational Responsiveness February 8, 2012 Federal Aviation Administration 14

Bringing It All Together For A Responsive Business 1. Student applies for a loan online (business process) 2. Does the student qualify for the loan? (business rules) 7. Entire scenario modeled through the 3. Uh oh! Fraud same is going on interface (CEP) (PCT) 8. Visibility and adjustment of business processes & rules by business users (RPM) 6. Visualize, triage, & take 4. What do we do in action on process this circumstance? 5. Adjust the process exceptions & activity execution to reflect the (event rules) (BPM) decisions (BRMS) SOA Brown Bag #13: Operational Responsiveness February 8, 2012 Federal Aviation Administration 15

Continuous Business Process Improvement For A Responsive Business Progress Control Tower Pre-integrated complete interface for RPM-enabling technologies Progress | Savvion BPM Progress | Corticon BRM • All-in-one streamlined solution for business users to improve decision-making and enable continuous business process improvement for enhanced responsiveness Progress | Actional BTM • • • Business transaction management and analytics for enhanced business responsiveness SOA Brown Bag #13: Operational Responsiveness February 8, 2012 • • Business rules management for business users, enabling smarter decision management for enhanced business responsiveness Progress | Apama CEP Correlating business events enabling smarter decision management for enhanced business responsiveness Federal Aviation Administration 16

Progress Software / Fuse. Source About Us: • Fuse. Source is the leading provider of open source integration and open source messaging products, and is the only company that includes Apache project leaders to deliver enterprise-class products, services and subscriptions. The team’s unsurpassed knowledge of Apache Service. Mix, Active. MQ, CXF, and Apache Camel combined with years of experience in building mission-critical applications make Fuse. Source the safe and cost-effective choice for any integration project. Fuse. Source is a wholly owned subsidiary of Progress Software • Progress Software Corporation (NASDAQ: PRGS) is an independent enterprise software company that enables businesses to be operationally responsive to changing conditions and customer interactions as they occur – to capitalize on new opportunities, drive greater efficiencies and reduce risk. The company offers a comprehensive portfolio of best-in-class enterprise software spanning event-driven visibility and real-time response, open integration, data access and integration, and application development and deployment SOA Brown Bag #13: Operational Responsiveness February 8, 2012 Federal Aviation Administration 17 17

Government Making Progress • Only the operationally responsive infrastructure is capable of managing continuous disruption. • The most responsive business is capable of transforming disruption into an innovation opportunity SOA Brown Bag #13: Operational Responsiveness February 8, 2012 Federal Aviation Administration 18

Questions and Comments SOA Brown Bag #13: Operational Responsiveness February 8, 2012 Federal Aviation Administration 19