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How McKesson Ensures Business Continuity While Accelerating Innovation

Test Automation Helps One of the Largest SAP Platforms in Healthcare Move Fast Without Disruption

by Brianna Shipley, Senior Editor, SAPinsider

Long before McKesson came to run one of the largest SAP environments in healthcare, it began in 1833 as a pharmaceutical company that imported and sold wholesale therapeutic drugs and chemicals. Since its founding, the business has expanded and evolved to reach into nearly every aspect of healthcare. Today, the Fortune 500 company partners with biopharma companies, care providers, pharmacies, manufacturers, governments, and others to deliver the right medicines, medical products, and healthcare services to the patients who need them, when they need them, safely and cost-effectively.

McKesson’s extended reach into so many facets of healthcare resembles a central nervous system, and the company’s own central nervous system is a distributed IT environment with a complexity level comparable to conglomerates such as Amazon and Procter & Gamble. McKesson’s SAP stack alone includes 24 SAP instances (running both SAP ERP and SAP S/4HANA systems) with extensive customizations developed by McKesson and third party developers. And McKesson is not just an SAP shop—its SAP footprint closely interconnects with many other packaged and custom applications.

Rapidly responding to change is difficult with such complex landscapes, but agility is vital for McKesson’s business. Numerous factors are driving the company to change faster than ever before—from healthcare policy shifts to mergers and acquisitions to evolving demographics and unprecedented health crises, change is a constant.

To improve its long-term flexibility, McKesson has a plan to simplify its IT landscape and reduce the effort, cost, and risk associated with change. This includes completing a migration to SAP S/4HANA, consolidating more than seven warehouse management systems, re-architecting custom applications, and more. As one can imagine, this will take time— likely almost a decade.

To improve its adaptability in the meantime, McKesson is drastically accelerating the pace at which it updates its current IT landscape, including its SAP systems. While in the past it updated its software every three to four weeks, the business is now edging toward daily or even hourly releases.

Given the nature of its business and the complexity of its systems, any change McKesson makes could cause disruptions that ripple throughout the supply chain. To prevent unexpected, adverse effects on the processes its clients depend on, rapid and rigorous testing is required for a massive system migration, such as a move to SAP S/4HANA. For this reason, McKesson recognized that a testing transformation must be an integral part of its broader digital transformation. With advanced test automation ensuring the continued integrity of core business processes, McKesson can move quickly without the risk of disrupting core business processes.

Combating the Complexity That Underlies Healthcare Processes and Systems

McKesson’s business has four core components:

  • Providers: Helping healthcare providers navigate an evolving landscape and make smarter decisions about business operations and healthcare
  • Life sciences: Working with life sciences companies to help develop and deliver advanced medical treatments that lead to improved care and outcomes
  • Pharmacies: Supporting the missions of pharmacies by expanding the range of medical supplies and services they can offer customers
  • Health systems: Providing pharmaceutical distribution services that are customizable and scalable for hospitals and health systems of all types and sizes — from small rural facilities to academic medical centers to multi-site integrated delivery networks

Each segment of the organization processes a large volume of daily transactions. McKesson delivers one third of all pharmaceuticals in North
America, and each of the company’s distribution centers can process an average of around 1 million line items per day, or 60,000+ line items per hour, during peak business ordering times.

To get a sense of the complexity driving these transactions, consider how McKesson takes and distributes a health system’s order today. A hospital worker places an order for gauze pads and insulin, either through a standard customer relationship management (CRM) interface or the hospital’s custom user interface (UI). From there, the order moves through McKesson’s order processing and delivery processes, navigating a combination of SAP, non-SAP CRM, and multiple warehouse management systems. Along the way, various supporting processes involving distribution centers, security, operations, and more are triggered. Each of these supporting processes are connected by different integration technologies (see Figure 1).

Figure 1 McKesson operates a complex network of distribution centers, with SAP software as the core, that each can process as many as 60,000+ line items per hour during peak times

Figure 1—McKesson operates a complex network of distribution centers, with SAP software as the core, that each can process as many as 60,000+ line items per hour during peak times

 

Now, imagine that you are McKesson and one of your clients asks you to start holding 30% of its orders at distribution centers across California, North Carolina, and Texas. Your existing processes were not designed to do this. To make the necessary changes, you would need to update the UIs and business logic across all the related processes and systems (such as order placement, order processing, and warehouse management). You would also need to test each component to verify that the individual changes work as designed. Then, once all the individual updates were finished, you would want to test the complete end-to-end process to ensure that everything works together and that some subtle-yet-critical element was not overlooked.

When updates occurred less frequently, McKesson verified such changes with a combination of open-source test automation tools and manual testing (about a 40%/60% split). However, with the push for daily or hourly updates, the testing team quickly learned that this approach could not keep up. The open-source test automation tools focused only on certain technologies, resulting in “islands of test automation,” which meant extensive manual testing was still required to validate complete end-to-end business processes. This resource-intensive approach simply does not enable the speed, scope, or accuracy of testing that is essential with the new pace of innovation. The company needed a faster, easier way to ensure its core processes would continue working after an update.

Increasing Agility Without Risking Business Disruption

To help McKesson reach its goal of rapid updates without business disruption, the company embarked on a testing transformation project in July 2019. This endeavor continues to evolve today based on a three-year roadmap created by the project’s lead, Danial Khan, North America Service Transition and Business Operations Leader at McKesson.

“Software that doesn’t function correctly can have far-reaching and, in some cases, dire implications due to McKesson’s industry-leading business and life-critical mission,” Khan says. The company needed a testing platform that automates testing across every part of its complex systems and processes. After extensive research, McKesson elected to partner with Tricentis and implement its enterprise continuous testing platform, which McKesson identified as the ideal product to work across all its different SAP and non-SAP platforms and technologies.

Figure 2 The before-and-after state of McKesson’s three-year IT simplification initiative

Figure 2—The before-and-after state of McKesson’s three-year IT simplification initiative

 

The Tricentis platform includes three core capabilities: agile test management, provided by Tricentis qTest; change impact analysis, provided by Tricentis LiveCompare; and enterprise test automation, provided by Tricentis Tosca.

McKesson was first introduced to Tricentis by way of qTest. For over a year, qTest has provided McKesson with centralized visibility and control across its entire software testing practice, including manual and automated testing tools, commercial tools, and open-source tools. It also integrates with a third-party tool application that McKesson uses for software management, which helps prevent duplicated efforts while improving traceability and collaboration. After rolling out qTest across its US locations, Khan says that McKesson noticed a 25% reduction in its test cycle times.

To address test automation, McKesson initiated a rigorous proof of concept (PoC) for Tricentis Tosca. The PoC identified 13 use cases representing different challenges experienced by the company. Tricentis successfully automated all 13 core scenarios in just three weeks.

The next step was adding Tricentis LiveCompare, which uses artificial intelligence (AI) to analyze SAP ecosystems and highlight changes that pose technical and business risk. LiveCompare works with Tosca to identify which automated tests to run or create to address these risks, and reports when the changes are safe to deploy. This reduces the amount of testing McKesson needs to perform for any given update by 85% (on average) while preventing up to 100% of the risk.

With the complete Tricentis testing platform in place, McKesson is on the path to 90% test automation with a 35% reduction of testing costs. Tricentis has already proven essential for helping the company ensure business continuity in the face of constantly accelerating timelines and rapid pivots in response to an unprecedented global pandemic. Today, McKesson can release software in its SAP environment every two weeks (compared to every three weeks to once a month previously) and is approaching its goal of daily or even hourly digital environment updates. With Tricentis, McKesson’s Defect Removal Effectiveness (DRE) metric exceeds 99%, and McKesson anticipates lowering testing costs by $750,000 during the first five quarters of use — and thereafter attaining a monthly savings of $120,000 and an annual savings of $1.44 million.

Danial Kahn

“The journey isn’t just about selecting a tool and letting it do that work. It’s also about changing the mindset of not just the testers, but also the developers, business partners, and other supporting functions who use the tool daily.”

— Danial Khan, North America Service Transition and Business Operations Leader, McKesson

Preparing Four Workstreams for an SAP S/4HANA Rollout

As part of McKesson’s strategy for simplifying its IT landscape, the company is applying a “four Rs” principle to every product, which involves asking the following four questions: Should it be removed? Should it be retained? Does it require a re-platform? Does it need to be re-factored? Answers to these questions will help McKesson consolidate key applications, processes, and technologies, including migrating 24 SAP systems to SAP S/4HANA and to the cloud.

This is an enormous migration project involving one of the largest SAP S/4HANA migrations in the healthcare industry as well as data migrations, cloud migrations, and more. Before going live with each element, McKesson needs confidence that its business-critical processes will continue to function as expected. And once each element is live, the company needs to re-establish the “safety net” that sends alerts if ongoing application changes disrupt processes that the business depends on.

Tricentis’s advanced test automation capabilities have made this strategic journey possible for McKesson, according to Khan, and it replaces the company’s existing “islands of test automation” with a unified platform for quickly providing the quality feedback that is vital to a safe and efficient migration.

At the time of this publication, McKesson’s SAP S/4HANA rollout is under way in Europe, with 13 countries and four workstreams scheduled to go live over the next three years. “This is an optimal time for test automation and change impact analysis to be embedded as part of different McKesson teams’ daily ecosystem,” says Khan. “Employees’ exposure to the Tricentis platform will become massively important as more enhancements and integrations occur.”

By streamlining SAP ERP test automation ahead of the SAP S/4HANA rollout using Tricentis products, McKesson will be able to apply that automation to its SAP S/4HANA environment. McKesson is positioning LiveCompare and Tosca to help with system cleanup that is required in the North America locations, for example. “We are creating a reference architecture so when we’re ready for the journey to go to SAP S/4HANA, instead of hiring a systems integrator to build those scenarios, we’ll already have a repository available that is capable of being executed in SAP S/4HANA,” says Khan.

McKesson hopes to complete the SAP S/4HANA rollout by 2022, and it will continue to use Tricentis solutions across its current SAP ERP environments, the incoming SAP S/4HANA environments, and its non-SAP applications. Khan emphasizes that a fundamental process transformation is a major factor in sustaining the company’s success. “Different forms of testing have existed across all enterprises for a long period of time, so the journey isn’t just about selecting a tool and letting it do that work,” he says. “It’s also about changing the mindset of not just the testers, but also the developers, business partners, and other supporting functions who use the tool daily.”

Find other insightful content from Tricentis on their Vendor Showcase.



Hunter Douglas Gets Illumination from SAP S/4HANA Consolidation

Learn How Window Shade Company Achieved a Clearer View into Shop-Floor Data, Reduced Inventory, and Consolidated Purchasing

Window treatment company Hunter Douglas, like many SAP customers, has grown through a continuing series of acquisitions. As business owners come into the family, they benefit from the organization’s minimum interference approach, however, the decentralized model presented challenges over time, particularly in supply chain management and purchasing. Learn how Hunter Douglas consolidated its business processes and SAP ERP systems into one cloud-based SAP S/4HANA solution, which led to better enterprise visibility, improved decision making, more efficient operations, and faster customer service.

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Meeting ROI with Transformation Projects

No More Big Project Management Organizations, Bring in the Rebels

IT projects are often too cumbersome, take too long, can be too expensive, and offer little return on investment (ROI) to show for the effort. In today's world, transformation starts in small teams, labs, and skunkworks, not in traditional IT shops. It requires new thinking, not conforming to the thousands of rules, red tape, and deliverables in the project management body of knowledge (PMBOK).

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MEET THE EXPERTS

Rock Griffin Consulting/Engagement Director, CGI
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Rock has spent 40 years consulting and leading cutting edge and transformational solutions for NASA, Aerospace & Defense, Financial Services, and other sectors. He spent six of these years as a Sr. Delivery Executive with SAP and 15 years as a director and above with SAP partners. Aside from helping clients develop transformation roadmaps, he has planned and led major successful efforts involving HANA, Analytics, IOT, AI, Telematics, and enterprise integration.



Automate Your SAP Processes More Strategically

Why Some Complex Data Processes Are in a Class of Their Own and Require a Different Digitization Approach

Analysts and business leaders agree that digital transformation is a top strategic priority in the coming years — and the investment dollars are following. The pressure to go faster is acute for organizations that run their business on SAP ERP systems. In the clamor to digitize, organizations must realize that different business processes require differentiated digitization strategies and technology solutions — or risk setbacks and wasted investment. According to this article written by Winshuttle's Manager, Product Marketing, Jeanette Mifsud, digitizing these strategic data processes takes a different class of automation software.

Read this article and learn:
- Examples of strategic data processes
- Requirements for digitizing strategic data processes
- How business and IT teams can make an impact across an organization’s  SAP landscape

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Optimize Business Processes with SAP Cloud Platform Process Visibility

How Combining Process Data with Experience Data Meets Modern Needs for Process Insight

by Tarun Kamal Khiani, SAP SE

 

Business processes are key to any organization — they help streamline business operations and ensure that organizations are making the best use of their resources. Ensuring that these processes are running optimally is critical, and over the years companies have addressed this need using a variety of strategies, such as digitization, process documentation, process monitoring, process analytics, process visibility, and process mining.

In general, companies have optimized their processes primarily to reduce the overall cycle time, improve efficiency, and increase compliance — but not necessarily to optimize the experiences of the people involved in the process. However, in modern business environments, which are increasingly experience-centered, failing to consider the user experience when it comes to process optimization can have dire consequences, and can even make or break a company.

The SAP Cloud Platform Process Visibility service is designed to help businesses achieve the type of process optimization required in modern environments. This article shows process owners — such as heads of procurement, HR business partners, and customer champions — how to use this service to combine process data from solutions such as SAP S/4HANA with experience data from solutions such as Qualtrics to help organizations understand discrepancies and gaps and identify the root causes. It first provides an overview of the service, then looks at why evaluating both process and experience data is key to process optimization, and finally explains how to enable process and experience data in SAP Cloud Platform Process Visibility to help ensure the best possible business outcome.

 

A Cloud Service for Enabling Process Insight

Released in August 2019, SAP Cloud Platform Process Visibility is a service available with SAP Cloud Platform that runs in the Cloud Foundry environment and helps organizations monitor process performance, identify bottlenecks, and take action to address issues. It provides visibility into end-to-end business processes that run in the cloud, on premise, and in hybrid environments, and it enables process excellence, transformation, and transparency by:

  • Enabling a real-time, single view of the process regardless of where it runs — in SAP or non-SAP applications, on premise, or in the cloud
  • Offering actionable insights into problem areas — for example, by depicting a process that is stuck or not making progress as intended (such as pending approvals and unreleased orders) — to help address the underlying issue and steer the process forward
  • Providing process performance indicators — such as procurement cycle time, lead conversion cycle time, approval cycle time, and approval cycle time as a percentage of the overall cycle time — to help organizations understand the current performance of a process, its past performance, and the impact of changes to the process
  • Identifying key factors that drive process inefficiency by analyzing the process path and combining experience data with process data

To enable insights into processes, SAP Cloud Platform Process Visibility consumes events from both SAP and non-SAP applications. However, while insights into processes help you gauge process performance and evaluate the different paths a process takes, this data alone is insufficient for understanding discrepancies or identifying the root causes of operational issues. This is where the experiences of the people involved in the process come in — this information can help quantify discrepancies and identify gaps and root causes.

Figure 1 shows an architectural overview of combining process data from both cloud and on-premise solutions such as SAP S/4HANA, SAP Ariba, and non-SAP solutions with data from the cloud-based Qualtrics experience management solution. Before we walk through the steps involved in combining process and experience data within SAP Cloud Platform Process Visibility, let’s take a look at an example use case that demonstrates why this approach makes good business sense.

 

Figure 1 — An architectural overview of combining process and experience data in SAP Cloud Platform Process Visibility

Figure 1 — An architectural overview of combining process and experience data in SAP Cloud Platform Process Visibility

 

Why Combine Process and Experience Data?

Why combine process and experience data in SAP Cloud Platform Process Visibility? How does this enhance process insight and enable better-optimized processes? To answer these questions, we’ll look at an example procurement process where employees of an organization have requested new laptops. This example procurement process, shown in Figure 2, consists of the typical steps Approve Cart, Purchase Order, Goods Receipt, and Satisfaction Survey.

 

Figure 2 — The process steps involved in an example procurement process

Figure 2 — The process steps involved in an example procurement process

 

In this example process, the satisfaction survey is sent to employees after they have received their laptops and contains the following questions:

1. Did you receive your order on time?
   a. Yes
   b. No

2. What was the delay in receiving your order?
   a. No delay
   b. < 7 days
   c. < 30 days
   d. > 30 days

3. How happy are you with the overall procurement process?
   Any response from 1 to 5, where 1 is bad and 5 is good

4. If you rated the overall process as poor, why did you give it this rating?
   [Text Response]

In this scenario, the head of procurement uses SAP Cloud Platform Process Visibility to analyze process data from SAP S/4HANA and experience data captured from the survey by Qualtrics. Through this analysis, the head of procurement observes that while the procurement cycle time across all categories is in the normal range, employees are expressing dissatisfaction with the procurement of their requested laptops and are reporting delays (see Figure 3).

 

Figure 3 — SAP Cloud Platform Process Visibility provides a 360-degree view of the procurement process

Figure 3 — SAP Cloud Platform Process Visibility provides a 360-degree view of the procurement process

 

The discrepancy between the normal procurement time and the dissatisfaction expressed by employees can only be understood by drilling down into the responses to the survey question, “If you rated the overall process as poor, why did you give it this rating?”

Delving into the answers employees gave to this question reveals that they received an email to collect their laptops, but the laptops were not, in fact, available at that time (see Figure 4).

 

Kamal_Figure3_1000px.jpg

Figure 4 — Drilling down into the experience data pushed to SAP Cloud Platform Process Visibility from the Qualtrics solution

 

Based on this finding, the head of procurement deduces that the procurement team sent the email to employees intimating that their laptops were ready for pickup simply to meet their key performance indicators (KPIs), even though the laptops weren’t yet available. With this insight, the procurement process is changed to incorporate an additional step where employees confirm receipt of their requested products, giving them an opportunity to report that they did not receive them and deterring the procurement team from tweaking the system.

The adjusted procurement process, shown in Figure 5, consists of the steps Approve Cart, Purchase Order, Goods Receipt, Confirm Receipt, and Satisfaction Survey.

 

Figure 5 — The adjusted procurement process steps after analyzing the process and experience data

Figure 5 — The adjusted procurement process steps after analyzing the process and experience data

 

While this example use case was specific to procurement, combining process and experience data is relevant to any number of processes — including lead to cash, make to order, and source to pay — and enables insights into process inefficiencies that were not previously possible.

 

Enabling Process and Experience Data in SAP Cloud Platform Process Visibility

Now that you understand the use case for this approach, let’s take a closer look at the configuration steps required to combine data from process applications with data from experience management software in SAP Cloud Platform Process Visibility. To illustrate the steps, we will continue using the procurement process example discussed previously.

In the next sections, we will take a high-level look at the following key configuration steps:

  1. Create the service instance and assign authorizations.
  2. Push events into SAP Cloud Platform Process Visibility.
  3. Create a business scenario and activate it.

Detailed information on the complete steps and configuration tasks as well as additional development information is available at SAP Help Portal.

 

1. Create the Service Instance and Assign Authorizations

Once you have performed the initial setup of SAP Cloud Platform Process Visibility, you must create a service instance for SAP Cloud Platform Process Visibility and assign roles to the relevant users. Be sure to assign the PVDeveloper, PVAdmin, and PVOperator roles to the user creating the visibility scenario, and assign the PVOperator role to the process owner (in the example, the head of procurement).

To complete the setup, next embed the necessary user interface (UI) applications — Configure Scenarios, Event Acquisition, Monitoring Scenarios, and Process Workspace, which are delivered with SAP Cloud Platform Process Visibility — as tiles in SAP Fiori launchpad.

 

2. Push Events into SAP Cloud Platform Process Visibility

To provide visibility into processes that span across systems, the applications involved in the process must push events to the SAP Cloud Platform Process Visibility service. These events are consumed by the service to provide insights into the running process. Applications can publish events to SAP Cloud Platform Process Visibility using the Data Acquisition REST application programming interface (API).

Figure 6 shows the attributes of an event that has been pushed to SAP Cloud Platform Process Visibility from Qualtrics via the Data Acquisition REST API upon the submission of the example survey. As you can see, the event conveys the details — reason for the delay, the length of the delay, and satisfaction rating of the procurement process — for a specific survey response. You can view events that have been pushed to SAP Cloud Platform Process Visibility using the Event Acquisition tile in SAP Fiori launchpad.

 

{
   "processDefinitionId":"PROCUREMENT_SURVERY",
   "processInstanceId":"794ddb86-e2f1-48d1-a5b3-09cd5fc189f2", <>
   "eventType":"SUBMITTED",
   "timestamp":"2019-11-28T20:44:43Z",
   "context":{
      "cartNo":"990019944",
      "reason":"Received it 30 days after the receipt mail",
      "delay":"< 7 Days",
      "satisfactionIndex":2
      }
}

Figure 6 — The attributes of an event that was triggered by the example survey submission and has been pushed to the SAP Cloud Platform Process Visibility service

 

3. Create a Business Scenario and Activate It

The next step is to create a business scenario and activate it in SAP Cloud Platform Process Visibility. A business scenario contains all the information required to monitor an end-to-end process.

To create a business scenario, use the Configure Scenarios tile in SAP Fiori launchpad and add the processes that make up the end-to-end process to be monitored. For the example, we configure a process for the overall procurement process (see Figure 7) and the survey process (see Figure 8). While adding the process, specify the relevant events (such as goods receipt and survey submitted) and context (such as purchase order number and survey responses) that will enable deeper insights into the process. These are the events discussed in the previous step, which are pushed by applications to SAP Cloud Platform Process Visibility.

 

Figure 7 — For the overall procurement process, specify the relevant events and context that will enable deeper insight into the process

Figure 7 — For the overall procurement process, specify the relevant events and context that will enable deeper insight into the process

 

Figure 8 — For the survey process, specify the survey submitted event and survey responses as context for deeper insight

Figure 8 — For the survey process, specify the survey submitted event and survey responses as context for deeper insight

 

After adding the processes to the business scenario, you must next create a correlation condition to correlate the processes defined for the scenario — the overall process and the survey process. Define a source process, a target process, and a context for the correlation (see Figure 9). As the survey response is associated with a specific employee’s shopping cart, we can correlate the processes with the shopping cart ID.

 

Figure 9 — Correlate the processes defined for the scenario with a correlation condition

Figure 9 — Correlate the processes defined for the scenario with a correlation condition

 

Lastly, configure the following:

  • The possible states for the scenario (see Figure 10) — Open, Completed, or Abruptly Ended

 

Figure 10 — Configure the possible states for the scenario

Figure 10 — Configure the possible states for the scenario

 

  • The status indicators for the scenario’s progress (see Figure 11), including target values and thresholds for triggering different status indications

 

Figure 11 — Configure the status indicators for the scenario’s progress

Figure 11 — Configure the status indicators for the scenario’s progress

 

  • Additional calculated attributes that can provide deeper insights (see Figure 12), such as time to complete the survey and feedback provided

 

Figure 12 — Configure additional calculated attributes to provide deeper insights

Figure 12 — Configure additional calculated attributes to provide deeper insights

 

  • The performance indicators for measuring the performance of the process (see Figure 13)

 

Figure 13 — Configure the performance indicators to measure the performance of the process

Figure 13 — Configure the performance indicators to measure the performance of the process

 

Once you have completed the settings and activated the scenario, process owners can use the process workspace to get a 360-degree view of the process to optimize it for the best possible outcome and experience.

 

Summary

To ensure the best possible business outcome, companies must take a holistic approach to optimizing business processes. In modern environments, this means understanding the end-to-end process, the current and past performance of the process, operational issues that can be immediately addressed, and the experiences of the people involved. SAP Cloud Platform Process Visibility provides you with the tools you need to implement this holistic approach in your organizations and successfully optimize processes across your system landscape. Learn more at https://www.sap.com/products/cloud-platform/capabilities/ibpm.process-visibility.html.

 

Tarun Kamal Khiani

Tarun Kamal Khiani (tarun.kamal.khiani@sap.com) is a Product Manager of Intelligent BPM at SAP. He is responsible for the SAP Intelligent BPM portfolio, which is a family of services for digitizing workflows, automating business processes, managing decision logic, and gaining end-to-end process visibility. He has been with SAP for 14 years, and initially specialized in supply chain management, planning, and analytics. Prior to joining SAP, Tarun worked in the technology industry at ThoughtWorks as a developer and business analyst.



SAP Introduces the Concept of Live Processes

How SAP Intelligent Business Process Management helps organizations to digitize workflows and increase the level of automation while achieving real-time flexibility

Every SAP customer has specific needs for digitizing workflows and automating the related structured and unstructured activities on top of applications as process extensions. Learn how SAP Intelligent Business Process Management on SAP Cloud Platform can help organizations automate digital workflows, manage business decisions, and enact changes directly on a running process. This article explains the notion of “Live Processes,” which provides business process experts end-to-end process visibility, the flexibility to manage process variants, and the ability to extend and configure processes to their various needs across application boundaries. Learn how this “live” view into business operations can help business process experts track process performance against targets to detect and remediate potential bottlenecks — before they cause unnecessary costs or negatively affect service-level agreements.

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