I’m doing a webinar today on BPM Institute, hosted by Progress, on making financial services more responsive through event-driven processes. You can register here, which will also score you the white paper that I’ve written on the same topic.
Category: CEP
complex event processing
Can We Make A Sustainability-BPM Connection?
Peter Graf, SAP’s Chief Sustainabilty Officer, and Scott Bolick, VP Sustainability, spoke to a group of bloggers and analysts at a sustainability roundtable today. Graf started with SAP’s definition of sustainability: increase short and long-term profitability by holistically managing economic, social and environmental risks and opportunities. Sustainability changes business processes drastically, especially those processes that span multiple organizations. SAP is leading by example, improving their own internal efficiencies by enacting sustainability measures such as reducing carbon emissions, but also see their software as an enabler for other organizations to implement sustainable solutions. SAP has a number of customers that are using SAP solutions across five general areas of sustainability: carbon impact, environmental compliance, people health and safety, product safety, and sustainability performance management. In addition to cost savings, sustainability can become a recruitment factor: younger people, in particular, want to work for a company that shares their environmental concerns.
They have made sustainability a focus of presentations at this conference, but also have made a number of sustainable logistics choices at the actual event. They have a new sustainability report that has already become hugely popular for fostering stakeholder dialog, and a sustainability map structured by line of business and business case. They are the first technology company to join the Sustainability Consortium, and we heard about acquisitions, customers and partners that are all focused on sustainability.
SAP sees Business Objects Explorer as being a key tool for helping to identify areas for sustainability; for example, providing an analytical view into office and plant costs to determine where unusual electricity consumption is occurring. SAP uses this internally for their own sustainability data analysis, and had a nice spiffy iPad version to show us, since you can’t have a conference these days without showing an iPad at least once. Analytics, especially real-time dashboards that allow for drilling into data, have been gaining popularity in a number of areas lately: we’ve seen everything from academic papers to mainstream reports in The Economist discussing analytics, and this is just one more high-profile example.
Bolick then took the stage to talk about their new sustainability report in more detail; if you want more information on everything from the basic definitions of sustainability to measuring performance to more complex solutions, check it out online. This is not a static PDF that you’ll never read; this is an interactive website that includes up-to-date SAP sustainability news and social content, as well as their own analytics tools allowing a drill-down into performance (e.g., carbon footprint reduction) numbers. The sustainability map is pretty interesting (under the Solutions tab), showing all the different targets for sustainability, organized by who is responsible for solutions in that area.
There’s a pretty strong commitment to corporate transparency from SAP: they show both positive and negative performance measures in the report, such as the significant drop in employee engagement. This would make a great tool for other companies to measure and publish their sustainability measures; Tom Rafferty asked when they planned to productize a sustainability report generator for their customers, but since this is currently pretty specific to SAP’s operations, it’s not clear how easy that would be to do; they spoke about the potential to provide at least part of this as an on-demand solution, as well as providing benchmark performance data to help companies measure their “return on sustainability”.
The conversation came back to business processes, and the impact of IT in enabling more efficient and sustainable processes. There’s a key piece missing, however: their focus today was on analyzing sustainability performance data for human consumption, but I’m not hearing anything about using those analytics as events to feed back into any sort of automated process optimization, where optimization in this sense would be sustainability performance optimization rather than the usual type of process optimization that we do. I suspect that much of this sort of optimization is still fairly manual due to the nature of the measurement and what is required to optimize it (e.g., number of women in the workforce in order to create a more sustainable workforce), and also since many of these are such high level measures that they don’t relate to just a single process: optimizing sustainability performance is up in the first row of your enterprise architecture, and over in those columns dealing with motivation, and we haven’t yet worked out all the transformations needed to map that down to the nitty-gritty of actual business processes and rules.
Credit to Jon Reed for the title of this blog post; I was in the blogger area of the communications center (did I mention that SAP’s treatment of media in general and social media in particular really rocks?) and I told him my impressions of the roundtable and how I thought they should have more of a focus on a round-trip push back to BPM, and he popped out the phrase “the sustainability-BPM connection”. Thanks, Jon!
TIBCO Products Update
Tom Laffey, EVP of Products and Technology, gave us an update at the analyst session yesterday on their new product releases (embargoed until today), but started with an interesting timeline of the their acquisitions. Unlike some companies, who make acquisitions just to remove a competitor from the market, TIBCO appears to have made some thoughtful buys over the years in order to build out a portfolio of infrastructure products. More than just being a Wall Street messaging company with Rendezvous, they have a full stack of mission-critical event processing, messaging, process management, analytics and more that puts them squarely in competition with the big players. Their competition differs for the different product segments: IBM is their biggest competitor, but others including Oracle, some small players and even open source in some cases. They offer fully-responsive 7×24 support through a series of worldwide support centers, handling more than 40,000 support requests per year.
Unfortunately, this leaves them with more than 200 products: a massive portfolio that makes it difficult for them to explain, and even more difficult for customers to understand. A core part of the portfolio is the “connect” part that we heard about earlier: moving point-to-point integrations onto a service bus, using products such as Rendezvous, EMS, BusinessWorks, all manner of adapters, ActiveMatrix, BusinessConenct, CIM, ActiveSpaces and tibbr. On the “automate” part of the platform is all of their BPM offerings: iProcess, the newly-announced ActiveMatrix BPM, Business Studio and PeopleForms. Laffey claimed up front that iProcess is not being replaced by ActiveMatrix BPM (methinks he doth protest too much), which means that there is likely some functionality overlap. The third part, “optimize”, includes Spotfire Suite, S+, BusinessEvents and Netrics.
He discussed their cloud strategy, which includes “internal clouds” (which, to many of us, are not really clouds) as well as external clouds such as AWS; the new Silver line of products – CAP, Grid, Integrator, Fabric, Federator and BPM – are deployable in the cloud.
The major product suites are, then:
- ActiveMatrix (develoment, governance and integration)
- ActiveMatrix BPM (BPM)
- Spotfire (user-driven analytics and visualization)
- BusinessEvents (CEP)
- ActiveSpaces (in-memory technologies, datagrid, matching, transactions)
- Silver (cloud and grid computing)
He dug back into the comparison between iProcess and ActiveMatrix BPM by considering the small number of highly-complex core business processes (such as claims processing) that are the focus for iProcess, versus the large number of tactical or situational small applications with simple workflows that are served by PeopleForms and ActiveMatrix BPM. He gave a quick demo that shows this sort of simple application development being completely forms-driven: create forms using a browser-based graphical form designer, then email it to a group of people to gather responses to the questions on the form. Although he referred to this as “simple BPM” and “BPM for the masses”, it’s not clear that there was any process management at all: just an email notification and gathering responses via a web form. Obviously, I need to see a lot more about this.
TIBCO’s Enterprise 3.0 Vision
Murray Rode, TIBCO’s COO, started the TIBCO analyst day with their vision and strategy. The vision: Enterprise 3.0. Srsly. They seem to have co-opted the Enterprise 1.0/2.0 terms to mean what they want it to mean rather than the more accepted views: they define Enterprise 2.0, for example, as everything from the 80’s to 2009, including client-server. I don’t mean to sound negative, but that’s not what we mean by Enterprise 2.0 these days, and whoever came up with that idea for their branding has just made them sound completely out of touch. Their spectrum goes from Enterprise 1.0 data processing from the 60’s to the 80’s, Enterprise 2.0 client-server, and Enterprise 3.0 predictive analytics and processing: using in-memory data grids rather than databases, and based more on events than transactions.
Putting aside the silliness of the term Enterprise 3.0, I like their “Two Second Advantage” tagline: when fast processing and analysis of events can make a competitive difference. Their infrastructure platform has three pieces:
- Connect (SOA), fed by messaging and data grids
- Analyze and optimize
- Automate (BPM)
They can used the cloud as a deployment mechanism for scalability, although that’s just an option. In addition to the usual infrastructure platform, however, they’re also following the lead of many other vendors by pushing out vertical solutions.
We’re about to head into the product announcements, which are embargoed until tomorrow, so things might get quiet for a while, although I’m sure that there will be lots of conversation around the whole Enterprise 3.0 term.
Progress Analyst Day Wrapup
I just found the last of my Progress analyst day notes from last week, scrawled in a paper notebook (which is why I usually write directly to keyboard at conferences). These were from one-on-one meetings that I had with John Bates and Dr. Ketabchi after the end of the formal presentations, where I had a chance to ask about product directions.
It’s probably good to do some writing after the fact, when I’ve had time to reflect a bit, review the presentation slides, and read posts by other attendees such as John Rymer [link fixed], who sums up Progress’ mission, customer case studies and product positioning. I particularly like his description of the two new suites that Progress is offering:
Enterprise Business Solutions tracks existing transactions and services interactions to discover and verify implicit business processes, defines, senses, and responds to real-time events, automates business process flows, and provides SOA infrastructure. Core to this business unit is a new suite that brings together Progress Actional, Apama, and newly acquired Savvion. Think of the new Responsive Process Management Suite as BPM and transactional systems wrapped in real-time event management.
Enterprise Data Services maps primary information sources into a new real-time model managed by DataXtend Semantic Integrator, including integration, aggregation, data delivery, and ultimately, analysis.
To sum up my discussions with Bates and Ketabchi (these were separate, but covered related topics, so I’ve combined them) on what’s happening with the products, particularly the integration of Savvion into the Responsive Process Management suite:
- The first version of the Control Tower monitoring application is ready, or nearly so. This is based on the Savvion process monitoring portal (which already allowed for external data sources), and constitutes the primary piece of integration between the products.
- The existing event-handling structure in Savvion will be used to feed events from Apama. Although there will be some tightening of this integration, there are no major changes required to make this happen.
- Currently, the modeling for CEP (Apama) and BPM (Savvion) are separate tools. However, they are both Eclipse-based, so it’s likely that they will be combined in some way and given a consistent look and feel, even if only as separate tabs within the same modeling environment. Since they both have business-facing perspectives using graphical models, this makes sense.
- Savvion’s current event processing capabilities – the only overlap in the Savvion and Progress product portfolios prior to the acquisition – will eventually be replaced by Apama, which will have an impact on Savvion customers who use that functionality. There is no plan for an immediate rip-and-replace, and the Savvion EP will be supported for some time, but customers should start thinking about migration.
I asked about runtime collaboration within the products, but was not left with a clear picture of the future for Progress products here. Currently, Apama supports some threshold type of changes, and Savvion allows reassigning a task to another user but not changing the process model, which seems to represent a bare minimum in this emerging functional requirement.
You can find all of my coverage of the Progress Software Analyst Day here.
Dr. Ketabchi: A Shared Vision With Progress and Savvion
Dr. K. took the stage to tell us about the planned integration between the existing Progress products and Savvion, starting with a discussion of Savvion’s event-driven human-centric beginnings, model-driven development and solution accelerators. The new Progress RPM (responsive process management) suite has Savvion’s BPM at its core, combining their BPM and BRM strengths with CEP and information management. A challenge for Progress – and any other BPM vendor – is that less than 5% of enterprises’ processes run on a BPMS, and although dramatic improvements could be made to 80% or more of enterprise processes, most enterprises find it too difficult and costly to implement a BPMS in order to make these end-to-end improvements. It’s Progress’ intention that RPM overcome some of this resistance by extending visibility of business events to business managers, and provide the ability to respond in order to control business and ultimately increase revenues.
He was joined by Sandeep Phanasgaonkar of Reliance Capital, who have a large and successful Savvion implementation. Phanasgaonkar was responsible for the Savvion implementation at a huge outsourcing firm prior to his time at Reliance, where they automated and standardized their processes in the course of improving those processes. When he moved to Reliance during their expansion into their multiple financial products and channels, he saw the potential for process improvement with a BPMS, did a vendor comparison, and again selected Savvion for their processes. They use Savvion as the glue for orchestrating multiple legacy financial systems, Documentum content management, low-level WebSphere messaging processes and other systems into a fully integrated set of business processes and data.
Reliance has no other Progress products besides Savvion, but they see the importance of managing business events and processes as a cohesive whole, not as two separate streams of activity. This will allow them to detect degradation in processes due to seasonal or other fluctuations, and address the problems before they fully manifest.
John Bates, CTO of Progress
John Bates started with more of the Progress message on operational responsiveness, highlighting the importance of process and event management in this. He showed survey results stating that companies find it critical to respond to problematic events in real time, but only a small percentage are able to actually do that. Companies want real-time business visibility, the ability to immediately sense and respond, and continuous business process improvement in a cycle of responsive process management. Yeah, and I want a pony for Christmas. Okay, not really, but wishing doesn’t make any of this happen.
By adding BPM to their suite, Progress brings together process and event management; this makes is possible to achieve this level of operational responsiveness, but it’s not quite so easy as that. First of all, we need to hear more about how the suite of products are going to be integrated. Secondly, and more importantly, companies who want to have this level of operational responsiveness need to do something about the legacy sludge that’s keeping them from achieving it: otherwise, Progress (and all the other software vendors) are just pushing on a rope.
Bates then called up James Hardy, CIO at State Street Global Markets Technology, for an on-stage conversation about how State Street is using the Progress Apama CEP product in trading and other applications. They’re a Lean Six Sigma shop, and see CEP as a natural fit for the type of process improvement that they’re doing in the context of their LSS efforts: CEP allows for some exceptions to be corrected and resubmitted automatically rather than being pushed to human exception management. They’re also committed to cloud-based technology, but by building a private cloud, not public infrastructure, and have seen some speedy implementations due to that. They see operational responsiveness as not just about increasing revenue, but also about mitigating risk.
Bates then talked about 3Italia, an Italian telco that was having trouble dealing with the incremental credit checks and revenue generation required for their prepaid mobile customers: since their billing systems weren’t fully integrated with their servicing systems, they sometimes allowed calls to be completed even though a customer had run out of credit and their credit couldn’t be revalidated. They are also a TIBCO enterprise customer, but weren’t able to get the level of agility that they needed, so implemented Progress (this is Progress’ version of story, remember). They managed to stop most of that revenue leakage by providing direct links between billing and servicing systems, and also started doing location-based advertizing to increase their revenues.
He also spoke about Royal Dirkzwager, a shipping line, and how they were able to achieve millions in fuel savings by detecting potential issues with docking and loading before they occured, and avoid burning fuel getting to the wrong place at the wrong time.
He finished up the case studies with a couple of airline scenarios for maximizing profits using situational awareness: responding to crew or flight delays proactively rather than just responding to irate customers after the fact (this is a lesson that Lufthansa could definitely learn, based on my recent experience). To bolster this case, he introduced Joshua Norrid of Southwest Airlines – also a TIBCO customer – who discussed their journey from “Noah’s Architecture” (two of everything) to focusing on strategic products and vendor partners. They were an IONA customer, then Savvion, and recently started using Actional: having lived through two of the products that he used being acquired by Progress, he said that the acquisitions where done “in style”, which is pretty high praise considering the usual experience of customers of acquired companies. They’ve started to look at how they can be more operationally responsive: text messages when flights are delayed, for example, but also looking forward to how flight bookings might change during a weather event, or how local hotels might be pre-booked in the case of significant expected delays. They see reducing redundancies and inefficiencies in their architecture as a key to their success: lowered cost and better data integration helps in bottom line IT cost savings, operational savings and customer satisfaction.
After the customer stories, Bates discussed the future of responsive business applications: packaged applications evolving into dynamic applications; a control tower for business users to model, monitor, control and improve dynamic applications; and solution accelerators for pre-built industry-specific dynamic applications. Savvion’s strong focus on pre-built applications is an important synergy with the rest of the Progress suite. Their solution map includes these accelerators supported by a single control tower, which in turn provides access to BPM, CEP and other technology components. For example, their Responsive Process Management (RPM) Suite includes Actional, Apama and Savvion underpinned by Sonic, DataDirect Shadow and Enterprise Data Services, plus the common Control Tower and three vertical accelerator applications for finance, telecom and travel/logistics. They believe that they can continue to compete in their specialty areas such as CEP and BPM, but also as an integrated product suite.
RPM technical won’t be publicly announced until March 15th, but it’s already all over Twitter from the people in the room here in Boston.
Using Dashboards to Run the Business and Focus Improvements
David Haigh of Johnson & Johnson presented on how they’re using dashboards in their process improvement efforts; this is much further into my comfort zone, since dashboards are an integral part of any BPM implementation. He’s part of the consumer products division rather than pharmaceutical or medical: lots of name brands that we all see and use every day.
Their process excellence program covers a range of methods and tools, but today’s talk was focused on dashboards as a visualization of a management system for your business: to set strategy, track progress, and make corrections. Like many companies, J&J has a lot of data but not very much that has been transformed into actionable information. He makes an automotive analogy: a car engine typically has 43 inputs and 35 outputs, but we drive using a dashboard that has that information rolled up into a few key indicators: speed, RPM, temperature and so on.
They see dashboards as being used for governing the company, but also for informing the company, which means that the dashboards are visible to all employees so that they understand how the company is doing, and how their job fits into the overall goals and performance. Dashboards can – and should – leverage existing reporting, especially automated reporting, in order to reduce the incremental work required to create them. They have to be specific, relating jobs to results, and relevant in terms of individual compensation metrics. They have dashboards with different of levels of details, for different audiences: real-time detailed cockpits, medium-level dashboards, and reports for when a repeatable question can’t be answered from a dashboard within three clicks (great idea for deciding when to use a dashboard versus a report, btw). They used a fairly standard, slightly waterfall-y method for developing their dashboards, although did their first rollout in about 3 months with the idea that the dashboards would be customizable to suit changing requirements. One challenge is their wide variety of data sources and the need for data manipulation and transformation before reporting and feeding into dashboards.
They had most of their reports in Excel already, and added SAP’s Xcelsius to generate dashboards from those Excel reports. That provided them with a lot of flexibility in visualization without having to rewrite their entire ETL and reporting structure (I know, export to Excel isn’t the best ETL, but if it’s already there, use it).
One of the big benefits is the cross-departmental transparency: sales and logistics can see what’s happening in each others areas, and understand how their operations interrelate. This highlights their non-traditional approach to dashboard visibility: instead of just having management view the dashboards, as happens in most companies, they expose relevant parts of the dashboard to all employees in order to bring everyone into the conversation. They actually have it on monitors in their cafeteria, as well as on the intranet. I love this approach, because I’m a big believer in the benefits of transparency within organizations: better-informed people make better decisions, and are happier in their work environment. They’re able to weave the dashboards into their process improvements and how they engage with employees in running the business: being able to show why certain decisions were made, or the impact of decisions on performance.
Their next steps are to review and improve the metrics that they collect and display, and to start involving IT to automate more of the data collection by pushing information directly to Cognos rather than Excel. There were a ton of questions from the audience on this; some are using dashboards, but many are not, and are interested in how this can help them. I’m interested in how they plan to push the dashboard results beyond just human consumption and into triggering other automated processes through event processing, but I’ll have to catch David offline for that conversation.
More BPM Acquisitions: Progress Buys Savvion
BPM acquisitions must be in the air: today, Progress Software announced that they’ve bought Savvion for $49M. This is hot on the heels of IBM’s announcement last month that they’re buying Lombardi, with one huge difference being that Progress doesn’t already have a BPM product in their lineup, whereas IBM has two. Of the three mid-range BPMS-only vendors that I would most commonly name – Appian, Lombardi and Savvion – that’s two out of the three announcing acquisition in less than a month. With the economy just starting to pull out of a huge pit, that’s telling news: as I mentioned in my post about Lombardi, if the economic climate were different, these would be IPOs that we’d be seeing rather than acquisitions. These acquisitions by larger companies, however, changes the BPM market landscape pretty significantly, since this makes it significantly easier for Lombardi and Savvion (under the IBM and Progress banners, respectively) to get a foot in the door of larger customers who rely on their major vendors to bring them enterprise solutions, rather than considering a smaller company. One advantage that Progress/Savvion have at this point in time is that the acquisition is actually closing today (or later this week), whereas IBM/Lombardi went the pre-acquisition announcement route, and will endure several months of limbo before the deal closes. [Update: I’ve received a few tweets and emails indicating that the IBM/Lombardi close will happen very soon, possibly around February 1st, although I haven’t heard a final date. My “several months” was based on past experience.]
I had an early morning call with Dr. John Bates (CTO of Progress) and Dr. Ketabchi (CEO of Savvion), but a few people obviously had earlier time slots: Neil Ward-Dutton has already posted his initial thoughts, as has Jason Stamper. I agree with Neil that this is a smart move for Progress: a good fit of products with minimal overlap, directly addressing some of the challenges that they’re hearing from their customers in terms of achieving operational responsiveness. The existing suite of Progress products allows for determining what happened within an organization – a rear-view mirror approach – but not much that allows the organization to quickly change how they’re doing things in order to drive efficiency or respond to changing conditions. Bringing BPM into the fold allows them to change that, primarily through tying Progress’ Apama CEP with Savvion BPM, but also by leveraging the rest of the Progress SOA and ESB infrastructure, including data and application integration.
Savvion’s had a couple of internal shakeups in the past two years: in early 2008, Savvion axed contractors, most of their marketing department and some salespeople, ostensibly in order to shift towards a solution focus, although at the time I said that they could be positioning themselves for acquisition. They’ve had a strong push on their vertical solutions since that time, wherein they develop frameworks for vertical applications, then allow partners – or even customers – to built vertical solutions on those common frameworks.
Like many BPM vendors, Savvion has often sold to the technology side of organizations but have shifted focus to the business side recently. Progress is still a very technology-focused set of tools, so it will be interesting to see how well they can bring together the different marketing messages. In my conversation with him this morning, John Bates said that they’re moving towards more of a solutions-oriented approach rather than product-oriented: although this is an easier sell to the business side, it can be used to mask a number of disparate products being clumped together without much natural cohesion (cf. “IBM BPM”).
There will need to be some product integration points to be able to really sell this as an integrated suite of tools rather than a “solution” patched together with professional services. First, they need to bring together a common process modeling environment. Ditto for an event/process monitoring environment. Third, they need to consider the touchpoints within application development: although data integration and application integration will be designed using the existing Progress products, these have to be seamlessly integrated into Savvion’s process application development environment. There are likely also areas of integration at the engine level, too, but getting the developer and analyst-facing tools integrated first is key to acceptance, and therefore sales, of an integrated solution.
Another consideration will be a software-as-a-service offering: Savvion already has inroads in this with their BPO market, although they haven’t yet announced any consumer-facing SaaS products. Bates stated that Progress considers SaaS “an important paradigm”, which I would translate as “we know that we have to do it, but aren’t there yet”. Pushing BPM and CEP to mid-range and smaller companies is going to require a strong SaaS offering, as well as providing a platform for larger enterprises to use for piloting and testing.
Because the acquisition has already closed, or is closing within the next day or two, Progress and Savvion sales and partner channels are already being brought together; the same will happen soon for marketing teams. As always happens in this case, there will be some losses, but given the small degree of overlap in product functionality, they’ll probably need most of the skills from both sides to make this work. Dr. K. has stated that he’ll stay with Progress, although his role hasn’t been announced.
The BPM+CEP equation is becoming increasingly important as organizations focus on operational responsiveness, and I think that it’s particularly significant that Progress appointed Bates – formerly co-founder and CTO of Apama before their acquisition by Progress – to the CTO position during the time when they must have been negotiating to acquire Savvion. Clearly, Progress sees BPM+CEP as an important mix, too.
Disclosure: Savvion has been my client within the past year, for creating a webinar and internal strategy reports, although we have no active projects at this time.
Smarter Systems for Uncertain Times #brf
I facilitated a breakfast session this morning discussing BPM in the cloud, which was a lot of fun, and now I’m in the keynote listening to James Taylor on the role of decision management in agile, smarter systems. Much of this is based on his book, Smart (Enough) Systems, which I reviewed shortly after its release.
Our systems need to be smarter because we live in a time of constant, rapid change – regulations change; competition changes due to globalization; business models and methods change – and businesses need to respond to this change or risk losing their competitive edge. It’s not just enough to be a smarter organization, however: you have to have smarter systems because of the volume and complexity of the events that drive businesses today, the need to respond in real time, and the complex network of delivery systems by which products and services are delivered to customers.
Smarter systems have four characteristics:
- They’re action-oriented, making decisions and taking action on your behalf instead of just presenting information and waiting for you to decide what to do.
- They’re flexible, allowing corrections and changes to be made by business people in a short period of time.
- They’re forward-looking, being able to use historic events and data to predict likely events in the future, and respond to them proactively.
- They learn, based on testing combinations of business decisions and actions in order to detect patterns and determine the optimal parameters (for example, testing pricing models to maximize revenue).
Decision management is an approach – not a technology stack – that allows you to add decisioning to your current systems in order to make them smarter. You also need to consider the management discipline around this, that will allow systems to not just become smarter, but begin to make decisions and take actions without human intervention.
James had a number of great examples of smarter systems in practice, and wrapped up with the key to smarter systems: have a management focus on decisions, find the decisions that make a difference to your business, externalize those decisions from other systems, and put the processes in place to automate those decisions and their actions.