Hybrid service compositions : when BPM meets dynamic case management

In organizations’ efforts to achieve process efficiency and agility, disciplines like business process management and case management have been used widely. While the former is a process-driven discipline which routes processes through specific activities, the latter advances through events based on the case data, characterizing it as event-driven and data-driven. However, these two apparently dissimilar approaches can be combined with the common goal to offer flexible service compositions in a service-dominant context. This paper proposes a way to do so through a business-engineering framework for service-dominant business. The structured approach for business design and the subsequent proposed implementation with IT systems will enable organizations, for instance in financial services sector, to leverage service automation. A working prototype for service management is developed as a proof-of-concept demonstrating that the realization of such a mixed approach is practically feasible.