Good e-Learning BPMN study card #4 by Gregor Polančič

Analytical Process Modeling Example - Activities

This study card represents a simplified BPMN 2.0 collaboration diagram with a focus on the use of different types of activities. The diagram consists of two participants (Pools): a
customer and a help-desk center, with the focus on the latter. The collaboration between participants starts with the customer‘s “Help desk call” and finishes with a “case is closed”
end event. Within the help-desk process, different types of tasks and sub-processes are performed by humans or IT systems.

“Call activity“ (thick “Script task“ symbol “Multiple instances“ “Service task“ symbol “Manual task“ “Expanded
“Event sub- border line) represents a indicates that a Task is (sequential) symbol indicates indicates that an (external) symbol indicates that sub-process“
process“ call of a reusable activity automatically executed by that several instances of a IT solution (service) a Task is performed indicates a
(dotted (task or sub-process). a Business process engine. Task are created sequentially. performs a Task. without IT support. set of
border line)
(common)
represents a
activities
sub-process, Sub Process Solve a problem
that are
which is
visible on the
triggered by Involve an
Involve an in- Involve a sub- current
an event. Check priority Classify new call external IT
Frequently
house expert
support
contractor business
based on SLA in a waiting queue
Help desk center

asked process
New help-
desk call
questions
NO diagram.

Solution
This event found When a
based sub- solution is
process is found, the
Search for a
triggered by Accept Check priority Record and close sub-process
solution in Provide an answer
received call based on SLA the case is ended.
an non- database YES
Case closed
interrupting Solution
message found
event.

Answer
“Receive task“ symbol “Business rule“ symbol “User task“ symbol “Send task“ “Collapsed sub-process“ “Ad-hoc“ symbol
Help desk call

indicates that a Task waits indicates that a Business indicated that a Task symbol indicates (‘+’ symbol) indicates a set indicates that the
for a message from another rule engine evaluates is performed by a that a Task sends of activities that are not sequence of activities in a
participant (Pool) in order to Customer‘s SLA in order to human with IT a message prior visible on the current Sub-process is not defined
be performed. define level of support. assistance. to its end. business process diagram. (known).

Customer

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