Setup and maintenance factors of ACM systems

Abstract

Adaptive Case Management (ACM) is information technology for the secure and transparent management of structured and unstructured business processes, consisting of data, content, related work tasks and rules executed towards well-defined process goals. Thus, it goes beyond combining benefits of workflow diagrams with ad-hoc task mechanisms. One of the notorious weaknesses of classical workflow technology is the experts' effort for getting a sufficiently complete specification of the process to create an executable which typically takes several months. In contrast, ACM provides goal-oriented mechanisms to enable performers to define and execute work tasks ad-hoc. In this paper, based on the definition of the ACM concepts, we analyze which setup steps have to be conducted for an ACM system in a typical scenario from the service industry. Our contribution is an identification of major factors that influence the setup initiated by experts and the maintenance performed by business users. © 2013 Springer-Verlag.