bpmNEXT 2016

It’s back! My favorite conference of the year, where the industry insiders get together to exchange stories and show what cool stuff that they’re working on, bpmNEXT is taking place this week in Santa Barbara. This morning is a special session on the Business of BPM, looking forward at what’s coming in the next few years, with an analyst panel just after lunch that I’ll be participating in. After that, we’ll start on the demos: each presenter has a 5-minute Ignite-style presentation as an intro (20 auto-advancing slides of 15 second each) followed by a live demo.

After a brief intro by Bruce Silver, the morning kicked off with Nathanial Palmer providing an outlook of the next five years of BPM, starting with what we can learn from other areas of digital disruption, where new companies are leveraging infrastructure built by the long-time industry players. He discussed how the nature of work (and processes) is becoming data-driven, goal-oriented, adaptive, and containing intelligent automation. His take on what will drive BPM in the next five years is the three R’s: robots (and other smart things), rules, and relationships (really, the data about the relationships). The modern BPMS framework is much more than just process, but includes goal-seeking optimization, event processing, decision management and process management working on events captured from systems and smart devices. We need to redefine work and how we manage tasks, moving away from (or at least redefining) the worklist paradigm. He also suggests moving away from the monolithic integrated BPMS platform in favor of assembling best-of-breed components, although there was some discussion as to whether this changed the definition of a BPMS to steer away from the recent trend that is turning most BPMS into full-fledged application development platforms.

Up next was Neil Ward-Dutton, providing insights into how the CxO focus and influences are changing. Although many companies have a separate perspective and separate teams working on digital business strategy based on their focus — people and knowledge versus processes and things, internal versus external — these are actually all interconnected. The companies most successful at digital transformation recognize this, and create integrated experiences across what other companies may think of as separate parts of their organization, such as breaking down the barriers between employee engagement and external engagement. Smart connected things fill in the gaps of digital transformation, allowing us to not only create digital representations of physical experiences, but also create physical representations of digital experiences. Neil also looked at the issue of changing how we define work and how it gets done: automation, collaboration, making customers full participants in processes, and embracing new interfaces. Companies are also changing how they think about what they do and where their value lies: in the past 40 years, the S&P 500’s market value has changed from primarily tangible assets to primarily intangible assets, with a focus on optimizing customer experiences. In the face of that, there is a high employee turnover in call centers that are responsible for some of those customer experiences, driving the need for new ways to serve and collaborate with customers. He finished with five imperatives for digital work environments: openness, agility, measurability, collaboration and augmentation. Successful implementation of these digital transformation imperatives may allow breaking the rules of corporate strategy, allowing an organization to show excellence in products, customer engagement and operations rather than just along a single axis.

Great start to the conference, with lots of ideas and themes that I’m sure we’ll see echoed in the presentations over the next couple of days.

DSTAdvance16 Keynote with @KevinMitnick

Hacker and security consultant Kevin Mitnick gave today’s opening keynote at DST’s ADVANCE 2016 conference. Mitnick became famous for hacking into a lot of places that he shouldn’t have been, starting as a phone-phreaking teenager, and spending some time behind bars for his efforts; these days, he hacks for good, being paid by companies to penetrate their security and identify the weaknesses. A lot of his attacks used social engineering in addition to technical exploits, and that was a key focus of his talk today, starting with the story of how Stanley Rifkin defrauded the bank where he worked of $10.2M by conning the necessary passwords and codes out of employees.

Hacking into systems using social engineering is often undetectable until it’s too late, because the hacker is getting in using valid credentials. People are strangely willing to give up their passwords and other security information to complete strangers with a good story, or unintentionally expose confidential information on peer-to-peer networks, or even throw out corporate paperwork without shredding. Not surprisingly, Mitnick’s company has a 100% success rate of hacking into systems if they’re permitted to use social engineering in addition to technical hacks; the combination of internal information and technical vulnerabilities is deadly. He walked us through how this could be done by looking just at metadata about a company, its users and their computers in order to build a target list and likely attack vector. He also discussed hacks that can be done using a USB stick, such as installing a rootkit or keylogger, reminding me of a message exchange that I had a couple of days ago with a security-conscious friend:

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Mitnick demonstrated how to create a malicious wifi hotspot using WifiPineapple to hijack a connection and capture information such a login credentials, or trigger an update (such as Adobe Flash Player) that actually installs a fake update instead, gaining complete access to the computer. He pointed out that you can avoid these types of attacks by using a VPN every time you connect to a non-trusted wifi hotspot.

He demonstrated an access (HID) card reader that can read a card from three feet away, allowing the card and site ID to be read from the card, then played back to gain physical access to a building as if he had the original card. Even high-security HID cards can be read with a newer device that they’ve created.

He described how phishing attacks can be used in conjunction with cloned IVR systems and man-in-the-middle attacks, where an unsuspecting consumer calls what they think is their credit card company’s number, but that call is routed via a malicious system that tracks any information entered on the keypad, such as credit card number and zip code.

Next, he showed the impact of opening a PDF with a malicious payload, where an Acrobat vulnerability can be exploited to insert malware on your computer. Java applets can use the same type of approach, making you think that the applet is signed by a trusted source.

Using an audience volunteer, he showed how online tracing sites can be used to search for a person, retrieving their SSN, date of birth, address, phone numbers and mother’s maiden name: more than enough information to be able to call in to any call center and impersonate that person.

Although he demonstrated a lot of technical exploits that are possible, the message was that many of these can be avoided by educating people, and testing them on their compliance to the procedures necessary to thwart social engineering attacks. He referred to this as the “human firewall”, and had a lot of good advice on how to strengthen it, such as advising people to use Google Docs to open untrusted attachments, and using technology to protect information from internal people when they don’t need to see it.

Lots of great — and scary — demos of ways that you can be hacked.

This is the last day for ADVANCE 2016; I might make it to a couple of sessions later today, then we have a private concert with Heart tonight.

DSTAdvance16 Day 1 Keynote with @PeterGSheahan

I’m back at DST‘s annual AWD ADVANCE user conference, where I’ll be speaking this afternoon on microservices and component architectures. First, however, I’m sitting in on the opening keynote where John Vaughn kicked things off, then passed off to Steve Hooley for a market overview. He pointed out that we’re in a low-growth environment now, with uncertain markets, making it necessary to look at cash conservation and business efficiencies as survival mechanisms. Since most of DST’s AWD customers are financial services, he talked specifically about the disruption coming to that industry, and how current companies have to drive down costs to be positioned to compete in the new landscape. Only a few minutes into his talk, Hooley mentioned blockchain, and how decentralized trust and transactions have the potential to turn financial services on its ear: in other words, the disruptions are technological as well as cultural.

He turned things over to the main keynote guest speaker, Peter Sheahan, author of several business innovation books as well as head of Karrikins Group. Sheahan talked about finding opportunity in disruption rather than fighting it. He presented four strategies for turning the challenge of disruption into opportunity: move towards the disruption; focus on higher order opportunities; question assumptions; and partner like you mean it. These all depend on looking beyond the status quo to identify where the disruption is happening to drive recognition of the opportunities, not just trying to do the same thing that you’re doing now, just better and faster. Some good case studies, such as Burberry — where the physical stores’ biggest competition is their own online shopping site, forcing them to create unique in-store experiences — with a focus on how the convergence of a number of disruptive forces can result in a cornucopia of opportunities. It’s necessary to look at the higher order opportunities, orienting around outcomes rather than processes, and not spend too much time optimizing lower-level activities without looking at how the entire business model could be disrupted.

A dynamic and inspiring talk to kick off the conference. Not sure I’ll be attending many more sessions before my own presentation this afternoon since I’m doing some last-minute preparations, although there are some pretty interesting ones tempting me.

BPM and IoT in Home and Hospice Healthcare with @PNMSoft

I listened in on a webinar by Vasileios Kospanos of PNMSoft today about business process management (BPM) and the internet of things (IoT). They started with some basic definitions and origins of IoT – I had no idea that the term was coined back in 1999, which is about the same time that the term BPM came into use – as a part of controls engineering that relied on a lot of smart devices and sensors producing data and responding to remote commands. There are some great examples of IoT in use, including environmental monitoring, manufacturing, energy management, and medical systems, in addition to the more well-known consumerized applications such as home automation and smart cars. Gartner claims that there will be 26B devices on the internet by 2020, which is probably not a bad estimate (and is also driving the new IP6 addressing standards).

PNMSoft - Amedar healthcare presentationDominik Mazur from Amedar Consulting Group (a Polish business and technology consulting firm) joined to discuss a case study from one of their healthcare projects, helping to improve the flow of medical information and operational flow that included home care and hospices – parts of the medical system that are often orphaned from an information gathering standpoint – tied into their National Health Fund systems. This included integrating the information from various devices used to measure the patients’ vital statistics, and supported processes for admission and discharge from medical care facilities. The six types of special purpose devices communicate over mobile networks, and can store the data for later forwarding if there is no signal at the point of collection. Doctors and other health care professionals can view the data and participate in remote diagnosis activities or schedule patient visits.

PNMSoft - Amedar healthcare presentationMazur showed the screens used by healthcare providers (with English annotations, since their system is in Polish) as well as some of the underlying architecture and process models implemented in PNMSoft, such as the admitting interview and specialist referrals process for patients, as well as coordination of physician and specialist visits, plus home medical equipment rental and even remote configuration through remote monitoring capabilities. He also showed a live demo of the system, highlighting features such as alarms that appear when patient data falls outside of normal boundaries; they are integrating third-party and open-source tools such as Google for charting data directly into their dashboards. He also discussed how other devices can be paired to the systems using Bluetooth; I assume that this means that a consumer healthcare device could be used as an auxiliary measurement device, although manufacturers of these devices are quick to point out that they are not certified healthcare devices in order to absolve themselves of responsibility for bad data.

He wrapped up with lessons that they learned from the project, which sound much like many other BPM projects: model-driven Agile development (using PNMSoft, in their case), and work closely with key stakeholders. However, the IoT aspect adds complexiy, and they learned some key lessons around that, too: start device integration sooner, and allow 20-30% of time for testing. They developed a list of best practices for similar projects, including extending business applications to mobile devices, and working in parallel on applications, device integration and reporting.

We wrapped up with an audience Q&A, although there were many more questions than we had time for. One of the more interesting ones was around automated decisioning: they are not doing any of that now, just alerting that allows people to make decisions or kick off processes, but this work lays the foundation for learning what can be automated without risk in the future. Both patients and healthcare providers are accepting the new technology, and the healthcare providers in particular find that it is making their processes more efficient (reducing administration) and transparent.

Great webinar. It will be available on demand from the resources section on PNMSoft’s website within a few days.

PNMSoft - Amedar webinar

Update: PNMSoft published the recording on their YouTube channel within a couple of hours. No registration required!

When Lack Of System Integration Incurs Costs – And Embarrassment

BPM systems are often used as integrating mechanisms for disparate systems, passing along information from one to another to ensure that they stay in sync. They aren’t the only type of systems used for integrating and orchestrating – there’s everything from the consumer-focused IFTTT and Zapier to full-on server-side orchestration – but that’s often presented as a primary use case for BPMS.

What happens, however, when you don’t integrate systems, and rely on “swivel chair integration”, where people have to enter the same information twice in two different systems? In many cases, that integration just doesn’t happen on a consistent basis, and that can cost organizations a lot of money. The news headlines here are all about how lawyers were overpaid (really? that’s news? Winking smile), but for me, the real story is buried further down:

[Lawyers’] time-off recorded in a scheduling system known as iCase was not always properly recorded in a parallel payroll system, known as PeopleSoft. Lawyers themselves were supposed to update both systems, but for various reasons did not.

In short, an organization that employs highly-paid professionals expected those people to enter their time (reasonable) – twice, in two different systems (unreasonable). And for some reason, they are surprised that the lawyers didn’t always do this.

Bruce Silver Now Stylish With DMN As Well As BPMN

I thought that Bruce Silver’s blog had been quiet for a while: turns out that he moved to a new, more representative domain name, and my feed reader wasn’t updating from there. He’s rebranding his business, including his blog, under Method & Style, mirroring the title of his popular book and training BPMN Method and Style , and now his new book and training options for DMN: DMN Method and Style: The Practitioner’s Guide to Decision Modeling with Business Rules .

His blog has a ton of new content on DMN, starting with a great piece that compares the path of the DMN standard with that of BPMN, which is considerably more mature. He discusses the five key elements of DMN, then goes into each of those in detail in the next five posts: Decision Requirements Diagrams, Decision Tables, FEEL (a new expression language developed for DMN), Boxed Expressions and the Metamodel and Schema. It’s really interesting to read his analysis comparing the evolution of the two standards: there was a time when everyone thought that BPMN was just about the visual notation, but to make it really useful, the interchange format and execution semantics have to come along at some point. Still, it’s useful to get started in DMN now with DRDs and decision tables, since that at least makes the decision models explicit instead of being buried in text requirements.

Once you’ve brushed up on his posts covering the five key elements, you can also read about conformance levels that vendor can choose to implement, and what didn’t make it into DMN 1.1, which is the first real version of the standard.

He doesn’t pull any punches in his discussion, and is not very complimentary on some aspects of the standard and how some vendor choose to implement it. Just as he is with BPMN. Smile

HoHoTO 2015: be a sponsor, or just come for the party

HoHoTO is a fundraiser event put on each year by Toronto’s digital community: a great party with dancing, raffles and a chance to catch up with your friends (at the top of your lungs to be heard over the dance tunes). Since its inception in 2008, HoHoTO has raised over $350,000 for the Daily Bread Food Bank – an awesome organization that helps to feed people in our community – but this year, HoHoTO has turned its eye to supporting “the next generation of founders, funders and tech professionals”. In particular, the focus will be on organizations that help to bring more women and minorities into technology and digital businesses. The event is on December 11 at the Mod Club, and early bird tickets are on sale here.

The primary focus is on the YWCA Toronto’s Girl’s Centre, with a 3-year goal to completely fund the Girls’ Centre and push for the opening of another one. This centre provides programs for girls from 9-18 to allow them to try activities and develop skills, including “Miss Media” for designing online media such as blogs and websites. It’s located in Scarborough, the easternmost 1/3 of Toronto, serving a community that has upwards of 65% visible minorities (and the best ethnic food in the world, according to one economist), meaning that it is a great match with HoHoTO’s focus on promoting women and minorities in business and technology from an early age. HoHoTO is also bringing together professional women as mentors, including me.

The HoHoTO event, run by unpaid volunteers, is raising money through tickets and sponsorships. If you or your organization recognizes the value of diversity in business, and wants to support the success of women and minorities in digital and technology fields, consider becoming a sponsor of the event. Details are here, and most of your contribution is eligible for a tax receipt. You’ll get recognition on HoHoTO’s site and at the event, other promotional opportunities throughout the year, a handful of event and drink tickets to bring your team out to enjoy the evening, and a nice warm feeling in your heart.

Join the AIIM paper-free pledge

Pledge_badge1AIIM recently posted about the World Paper-Free Day on November 6th, and although I’m not sure that it’s recognized as a national holiday or anything, it’s certainly a good idea. I blogged almost three years ago about my mostly paperless office, and how to achieve such a thing yourself. Since that time, I’ve added an Epson DS-510 scanner, which has a nice small footprint and a sheet feeder; it sits right on my desk and there is never a backlog of scanning.

It’s not just about scanning and shredding, although those are pretty important activities: you have to have a proper retention plan that adheres to any regulatory requirements, and a secure offsite (cloud or otherwise) backup capability to ameliorate any physical site disasters.

You also need to consider how much backfile conversion that you’ll do: I decided to back-scan everything except my financial records at the time that I started going completely paperless, then scan everything including financials from that date forward. Each year, another batch of old paper financial records reached their destruction date and were shredded, the last of them just last year, and I no longer have any paper files. If back-scanning is too time-consuming for you but you want to start scanning everything day-forward, then store your old paper files by destruction date so that you can easily shred the batch of expired files each year until there are none left.

These things – scanning, document destruction, retention plan, secure backup, backfile conversion – are the same things that I’ve dealt with at large enterprise customers in the past on ECM projects, just on a small-office scale.

Avoiding a surfeit of conferences

This time of year, I’m usually flying back and forth to Las Vegas to engage in the fall conference season: software vendors hold their annual user conferences, and invite me to attend in exchange for covering most of my travel expenses. They don’t pay me to attend unless I give a presentation – in fact, many are not even my clients – and since I’m self-employed, that means I’m giving up billable days to attend. Usually, I consider that a fair trade, since it allows me to get a closer look at the products and talk to the vendor’s employees and customers, and I typically blog about what I see.

This year, however, I stepped away from most of the conferences, including the entire slate of fall events. A couple of family crises over the summer required a lot of my attention and energy, and when I started getting requests to attend fall conferences, I just didn’t feel that they were worth my time.

Many vendors have become overly focused on the amount of blogging that I do at their conference, rather than on strengthening our relationship. My conference blogging, described as “almost like being there”, is seen by some vendors as a savant party trick, and they consider themselves cheated in some way if I don’t publish enough content during the conference. What they forget is that by attending their conference, I’m gaining insights into their company and products that I can use in future discussions with enterprise clients, as well as in any future projects that I might do with the vendor. I generate revenue as a consultant and industry analyst; blogging is something that I do to analyze and solidify my observations, to discuss opinions with others in the field, and to expand my business reach, but I’m never paid for it, and it is never a condition of attending an event – at least in my mind.

Another factor is the race to the bottom in travel expenses. Many vendors require that they book my air travel, and when booking the one conference that I was going to attend this fall, I asked their travel group to pay the $20 fee to select a decent (economy) seat for the 5-hour tourist-class flight, but they refused. Many times in the past I’ve just paid for seat assignments and upgrades out of my own pocket, but this time it became about the principle: the vendor in question, who is not an active client of mine, placed that little value on my attendance.

So if you’re a vendor, here’s the deal. A paid client relationship with me is not a prerequisite of me attending your conference, and has never been in the past, but there has to be a mutual recognition of the value that we each bring to the table. I bring 25 years of experience and opinions as a systems implementer, consultant and industry analyst, and I offer those opinions freely in conversation: consider it free consulting while I’m at your conference. I expect to gain insights into your company, products and customers, through public conference sessions and private discussions. I may blog about what I see and hear (at least the parts not under non-disclosure), or use that information in future discussions with enterprise clients. Or I may not, if I don’t find it relevant or interesting. Lastly, when you ask me to fly somewhere, keep in mind that it is not a treat for me to travel to Las Vegas or Orlando, and at least make sure that I’m not in the middle seat at the back of a 50-row aircraft.

As always, everything after the bar opens is off the record.