Process.Gov

Supporting products and services is a difficult challenge in today’s environment. Keeping relevant information up to date, monitoring and improving service delivery and ensuring we meet quality standards all place huge demands on internal and external help desks. Two factors can reduce this burden and increase the productivity and effectiveness of your operation: 1) implementing service desk best practices to improve your operation and 2) creating webbased, self-service applications. This session will focus on how to use Service Desk Best Practices based on the ITIL 3.0 Service Desk Standards including operations, monitoring, reporting and optimization. Discussed will be how to ensure all recipients understand your Service Desk processes the first time, without training, as well as how to build self-service instructional applications in hours using used COTS modeling tools. Participants will learn how to save time and money in distributing the latest service and support information processes to your staff and clients, as well as how to take their own service desk processes and create web-based self-service applications quickly and easily. The session will use self-service applications created for repairs, purchasing and procurement as an example of this process, clearly illustrating the ease and benefits of building these applications for maintenance, training and  educational purposes. Both the best practice maps and the tools described during this session have been designed for use by experts and non-experts alike. After attending this session, both experienced managers and novices will be able to explain the benefits of best practices associated with service desk operations and understand the value of creating self-service.

Dr. Aaron Drew is an Assistant Adjunct Professor at University of Maryland University College as well as a Systems Engineer at the Business Transformation Agency, the to guide the transformation of business operations throughout the Department of Defense and to deliver Enterprise-level capabilities that align to warfighter needs. This session will present current thinking at the BTA for using Business Process Management tools and methods to manage exposed defense enterprise business system services in support of the decomposed levels of an end to end processes.

Presented by one of the foremost authorities on business process modeling notations, methods and standards, this session presents the findings from hundreds of hours of hands-on research and analysis of the current BPMN 2.0 specification, as well as BPMN conformance and serialization. Examined will be the changes introduced with BPMN 2.0 and the consequences these present to both developers and practitioners. Discussed will be changes to existing functions from BPMN 1.2 to 2.0 including both new capabilities introduced and potential challenges with migration, as well as portability and conformance, plus exploration of XPDL 2.2 and the path forward.

This session presents an approach for taking business processes and, through a process called Service-Oriented Analysis, develop service contracts for implementing Service-Oriented Architecture (SOA). Successful SOA implementations require defining and describing the “what” that software applications need to deliver, rather than defining and describing “how” an application or service should be built. This requires capturing the real world effects, the information interfaces/exchanges, and the service interaction requirements including authentication, authorization, integrity, confidentiality, reliability, and other rules for interacting with the service itself. These specifications are collected and organized into a “Service Contract” that is then used to build, buy or steal the software components necessary to deliver the desired real world effects. Through the use of various tools and templates, and real-world examples, this session will introduce participants to the process for carrying out a service oriented analysis, as well as the format and content of a Service-Oriented Service Contract for each candidate services identified during the service analysis.

EDAC’s evidence inventory and tracking solution is designed to bring clarity to even the most chaotic property and evidence rooms, both large and small. The BPM streamlines evidence handling and improves overall efficiency to minimize lost evidence and improve security. By using the power of BPM, CaseFLOW provides the law enforcement officer and their management the tools to provide:

• Visibility into every case and ever step within each case;

• Key performance indicators and reporting matrices for officer and management review;

• A methodology for monitoring the past and the present