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How to streamline business process management (BPM) with Pega

Business process management (BPM) is used to coordinate and distribute tasks across people and systems within an organization. BPM uses well-documented processes and business rules to help ensure business consistency between teams and systems.

An API-first approach to business process management provides a natural abstraction for system tasks like “create order,” which should be implemented outside of the BPM. Leveraging APIs exposed by Anypoint Platform to handle complex system integration requirements keeps the business process “business-friendly.” However, there are two key points to consider:

Business process readability

Organizations adopt BPM to help formalize business process descriptions via BPMN annotation. The same description can be interpreted directly as an executable in the BPM Workflow engine, helping mitigate risk due to the direct relationship between what we see and what actually gets executed.

However, while BPMN annotation is an industry standard, the way a business process is modeled is dependent on the process architects. It isn’t unusual for the same business requirement to end up with two completely different BPMN models as process architects apply their personal interpretation. While both processes can be accurate, it will impact future enhancements as the business process might be only readable by the process author.

Human/system tasks abstraction

As part of the business process readability, it’s important to have a formal way to clearly identify and segment the tasks needed to support a business process. These tasks are either human-based or system-based; those of the latter can be abstracted as APIs. Inappropriate identification and segmentation will impact the overall business process readability, as well as the subsequent enhancement.

To address these points, it’s important to have some modeling principles — commonly shared across the organization — to empower the BPM/API benefits.

Using Pega to integrate third-party apps for BPM

Pega is a popular customer relationship management, digital process automation, and BPM software company. The Pega API Connector on Anypoint Exchange is designed to streamline critical business operations to meet strategic business goals such as customer acquisition, customer service, and customer retention. Industry-specific goals like claims processing, care management, or client onboarding can be accomplished with Pega’s vertical applications. As such, Pega does not need to be the system of record for the entire customer database, but rather processes claims, cases, or service requests for customers whose data is stored elsewhere.

While traditional BPM tools often use complicated, technical syntax to model processes and require hard-coded programming, Pega BPM directly captures business objectives with business-friendly tools and automatically creates the application from them, creating a new paradigm; instead of creating many processes to meet diverse situations, users can create one process that is automatically tailored to each situation, reducing time to market and cost of maintenance.

Anypoint Platform provides a universal connectivity layer to simply and securely enable reusable access to data from any cloud or on-premises system. By partnering with MuleSoft, Pega enables customers to quickly integrate Pega applications and workflows with nearly any third-party application, system, and device without coding, making external data integration with Pega more streamlined and easier than ever before.

The Pega API and services

Pega API is a REST-based set of case and data capabilities that allow headless access to the Pega Platform. By modeling the Pega API with the RESTful API Modeling Language (RAML), MuleSoft gives Pega users a single, authoritative point of engagement with its whole ecosystem of developers and partners. Users can move seamlessly from connectivity concept to production application in days, not weeks, by browsing the resources and methods exposed by the Pega API with human and machine-readable API specification.

BPM use cases across verticals

Integration speeds can be improved in a variety of industry scenarios, including:

  • Healthcare: access patient records across disparate systems to provide more proactive care.
  • Insurance: retrieve customer data to underwrite policies and manage claims.
  • Financial services: tap into legacy systems to speed customer onboarding, detect fraud, and more.
  • Telecommunications: create a comprehensive customer view to provide better service and proactively detect customer issues.

To learn how Anypoint Platform can unlock your BPM solutions, download Best practices for business process management (BPM) integration.

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