Business user interaction
As many processes will involve end users through human tasks, it’s crucial to have a single point of reference for tasks management (what activities can be claimed, by who depending on the roles associated within each user). If most of the BPM solutions propose a standard application for tasklist management, most of the customers want to have a dedicated frontend application where other functions can be embedded (access to documents in an ECM solution for example).
In order to have a global view on all the running process instances but also to analyze globally how efficient the process automation is, you need to have a place where all the metrics related to these executions can be aggregated in dashboards and reports. This is the place where we will typically compute KPIs (Key Performance Indicators).
Operations need to have a tool to have all the relevant information in case of technical problems. After receiving an alert about a specific issue (a call to a backend service failed, for instance), the tool needs to support root cause analysis to understand the problem and then, finally, fixing the issue.