6 Service Reference Model
6.4 Process Automation Services Domain
The Process Automation Services Domain (Figure 6-4) defines the set of capabilities that support the automation of process and management activities that assist in effectively managing the business. The Process Automation Services domain represents those services and capabilities that serve to automate and facilitate the processes associated with tracking, monitoring and maintaining liaison throughout the business cycle of an organisation.
| [1101] Tracing and Workflow | [1102] Routing and Scheduling |
|---|---|
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Figure 6-4: Process Automation Services Domain
6.4.1 [1101] Tracking and Workflow
Capabilities within this Service Type provide automatic monitoring and routing of documents to the users responsible for working on them to support each step of the business cycle.
| Service Component | Defines the set of capabilities that |
|---|---|
| 110101 Process Tracking |
Allow the monitoring of activities within the business cycle |
| 110102 Case Management |
Manage the life cycle of a particular claim or investigation within an organisation to include creating, routing, tracing, assignment and closing of a case as well as collaboration among case handlers |
| 110103 Conflict Resolution |
Support the conclusion of contention or differences within the business cycle |
6.4.2 [1102] Routing and Scheduling
Capabilities within this Service Type provide automatic directing and assignment or allocation of time for a particular action or event.
| Service Component | Defines the set of capabilities that |
|---|---|
| 110201 Inbound Correspondence Management |
Manage externally initiated communication between an organisation and its stakeholders |
| 110202 Outbound Correspondence Management |
Manage internally initiated communication between an organisation and its stakeholders |
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