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Copy path27. Business IT alignment.bpmn
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27. Business IT alignment.bpmn
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<?xml version="1.0" encoding="UTF-8"?>
<bpmn:definitions xmlns:bpmn="http://www.omg.org/spec/BPMN/20100524/MODEL" xmlns:bpmndi="http://www.omg.org/spec/BPMN/20100524/DI" xmlns:dc="http://www.omg.org/spec/DD/20100524/DC" xmlns:di="http://www.omg.org/spec/DD/20100524/DI" xmlns:bioc="http://bpmn.io/schema/bpmn/biocolor/1.0" xmlns:color="http://www.omg.org/spec/BPMN/non-normative/color/1.0" xmlns:modeler="http://camunda.org/schema/modeler/1.0" id="Definitions_1bynxgh" targetNamespace="http://bpmn.io/schema/bpmn" exporter="Camunda Modeler" exporterVersion="5.12.1" modeler:executionPlatform="Camunda Cloud" modeler:executionPlatformVersion="8.2.0">
<bpmn:category id="Category_1kjb2u7">
<bpmn:categoryValue id="CategoryValue_0w5qqnx" value="Strategic process model" />
</bpmn:category>
<bpmn:category id="Category_14ctxdq">
<bpmn:categoryValue id="CategoryValue_03hr29q" value="Operational process model " />
</bpmn:category>
<bpmn:category id="Category_066wrpt">
<bpmn:categoryValue id="CategoryValue_0184ez4" value="Human process flow " />
</bpmn:category>
<bpmn:category id="Category_1i6gc07">
<bpmn:categoryValue id="CategoryValue_0im1imi" value="Technical process flow" />
</bpmn:category>
<bpmn:collaboration id="Collaboration_0h9vg5v">
<bpmn:participant id="Participant_0v99dq8" processRef="Process_02j4qo5" />
<bpmn:participant id="Participant_0b0u3df" name="Customer" />
<bpmn:participant id="Participant_1h9g00r" processRef="Process_1w7ko8b" />
<bpmn:participant id="Participant_0x12xj6" processRef="Process_125eihf" />
<bpmn:participant id="Participant_09p26wq" name="Customer" />
<bpmn:participant id="Participant_1j2gojw" name="Call center agent" processRef="Process_1s8wj3t" />
<bpmn:participant id="Participant_189m2yx" name="Trouble ticket system" />
<bpmn:participant id="Participant_1q0lgos" name="Trouble ticket system" />
<bpmn:participant id="Participant_1upad4k" name="1st level support" processRef="Process_1bd2sso" />
<bpmn:participant id="Participant_1hk6inu" name="Trouble ticket system" />
<bpmn:participant id="Participant_13i5cnp" processRef="Process_09n5zd8" />
<bpmn:participant id="Participant_1d3ynad" name="Software development" processRef="Process_1cjb5ki" />
<bpmn:participant id="Participant_1oxdfwu" name="Customer" />
<bpmn:participant id="Participant_0hg8xpq" name="Call center agent" processRef="Process_00uj7cm" />
<bpmn:participant id="Participant_1awv0bc" name="Trouble ticket system" processRef="Process_122wz5b" />
<bpmn:participant id="Participant_14pnqsx" name="1st line support" processRef="Process_0l9re5r" />
<bpmn:participant id="Participant_09wl63k" processRef="Process_09hy0og" />
<bpmn:participant id="Participant_13ol0d4" name="Software development" processRef="Process_0mj6avz" />
<bpmn:participant id="Participant_1eazpl0" name="Trouble ticket system" processRef="Process_04wjabs" />
<bpmn:messageFlow id="Flow_0tfgk5w" sourceRef="Activity_0k6azrs" targetRef="Participant_0b0u3df" />
<bpmn:messageFlow id="Flow_0fvk59k" sourceRef="Participant_0b0u3df" targetRef="Event_133al1t" />
<bpmn:messageFlow id="Flow_0qhlh9r" sourceRef="Participant_09p26wq" targetRef="Event_07kze87" />
<bpmn:messageFlow id="Flow_0eoa5sc" sourceRef="Activity_0ynwe0a" targetRef="Participant_189m2yx" />
<bpmn:messageFlow id="Flow_1mf4rqq" sourceRef="Participant_189m2yx" targetRef="Event_1h2wksv" />
<bpmn:messageFlow id="Flow_0adiia1" sourceRef="Activity_09qmf8x" targetRef="Participant_09p26wq" />
<bpmn:messageFlow id="Flow_01vu805" sourceRef="Activity_0z8dl9t" targetRef="Participant_09p26wq" />
<bpmn:messageFlow id="Flow_06bggdz" sourceRef="Participant_1q0lgos" targetRef="Event_0v2n27a" />
<bpmn:messageFlow id="Flow_0576e2u" sourceRef="Activity_18dj8xl" targetRef="Participant_1q0lgos" />
<bpmn:messageFlow id="Flow_1b06hei" sourceRef="Participant_1hk6inu" targetRef="Event_118wf9b" />
<bpmn:messageFlow id="Flow_0fu6noy" sourceRef="Activity_1f2jn3z" targetRef="Event_11mzbp1" />
<bpmn:messageFlow id="Flow_1yoq9fi" sourceRef="Activity_0pidonr" targetRef="Activity_1f2jn3z" />
<bpmn:messageFlow id="Flow_1i6wwpb" sourceRef="Participant_1oxdfwu" targetRef="Event_0esfrl2" />
<bpmn:messageFlow id="Flow_1d8rzgg" sourceRef="Activity_1kzxgaa" targetRef="Participant_1oxdfwu" />
<bpmn:messageFlow id="Flow_1yd34es" sourceRef="Activity_14e1hvj" targetRef="Participant_1oxdfwu" />
<bpmn:messageFlow id="Flow_01c5du4" sourceRef="Activity_0mtwids" targetRef="Event_1f5je8i" />
<bpmn:messageFlow id="Flow_12ew4gm" sourceRef="Activity_1sm1tbh" targetRef="Activity_0mtwids" />
<bpmn:messageFlow id="Flow_08qwhg6" sourceRef="Activity_00wyxve" targetRef="Activity_0eetl2a" />
<bpmn:messageFlow id="Flow_0b4pwce" sourceRef="Activity_0eetl2a" targetRef="Event_02ecghi" />
<bpmn:messageFlow id="Flow_086skj8" sourceRef="Activity_1nqj5pz" targetRef="Event_0apj5tv" />
<bpmn:messageFlow id="Flow_11w79lj" sourceRef="Activity_1gpdent" targetRef="Activity_1nqj5pz" />
<bpmn:messageFlow id="Flow_0arrko6" sourceRef="Activity_17hpcx3" targetRef="Event_03fjh68" />
<bpmn:messageFlow id="Flow_18p4bqx" sourceRef="Activity_0ildu0r" targetRef="Event_1h8qxii" />
<bpmn:group id="Group_17crxiz" categoryValueRef="CategoryValue_0w5qqnx" />
<bpmn:group id="Group_0mhr2ed" categoryValueRef="CategoryValue_03hr29q" />
<bpmn:group id="Group_02xx7gc" categoryValueRef="CategoryValue_0184ez4" />
<bpmn:group id="Group_19b9z15" categoryValueRef="CategoryValue_0im1imi" />
<bpmn:textAnnotation id="TextAnnotation_1hp1vm8">
<bpmn:text>Incident management example: Incident management at strategic level</bpmn:text>
</bpmn:textAnnotation>
<bpmn:association id="Association_1u8l1dl" sourceRef="Participant_0b0u3df" targetRef="TextAnnotation_1hp1vm8" />
<bpmn:group id="Group_0mi8fgq" />
<bpmn:group id="Group_13s8drp" />
<bpmn:group id="Group_1mp8mi1" />
<bpmn:group id="Group_0p28wh2" />
<bpmn:group id="Group_0v7bays" />
<bpmn:textAnnotation id="TextAnnotation_0k6e79b">
<bpmn:text>The call center agent's process</bpmn:text>
</bpmn:textAnnotation>
<bpmn:association id="Association_08yhuo6" sourceRef="Participant_09p26wq" targetRef="TextAnnotation_0k6e79b" />
<bpmn:textAnnotation id="TextAnnotation_1ksvv1n">
<bpmn:text>operational model</bpmn:text>
</bpmn:textAnnotation>
<bpmn:association id="Association_02t53id" sourceRef="Participant_09p26wq" targetRef="TextAnnotation_1ksvv1n" />
<bpmn:textAnnotation id="TextAnnotation_03diz0j">
<bpmn:text>Technical process flow</bpmn:text>
</bpmn:textAnnotation>
<bpmn:association id="Association_1lsfa4l" sourceRef="Participant_1oxdfwu" targetRef="TextAnnotation_03diz0j" />
<bpmn:textAnnotation id="TextAnnotation_17evmoj">
<bpmn:text>Process participants, operational level model in the collaboration diagram</bpmn:text>
</bpmn:textAnnotation>
<bpmn:association id="Association_1pfbi7f" sourceRef="Participant_0hg8xpq" targetRef="TextAnnotation_17evmoj" />
<bpmn:textAnnotation id="TextAnnotation_1j5oiyi">
<bpmn:text>Process participants, operational level model in the collaboration diagram</bpmn:text>
</bpmn:textAnnotation>
<bpmn:association id="Association_18dl7jw" sourceRef="Participant_14pnqsx" targetRef="TextAnnotation_1j5oiyi" />
<bpmn:textAnnotation id="TextAnnotation_146ya8b">
<bpmn:text>Process participants, operational level model in the collaboration diagram</bpmn:text>
</bpmn:textAnnotation>
<bpmn:association id="Association_109wyu8" sourceRef="Participant_09wl63k" targetRef="TextAnnotation_146ya8b" />
<bpmn:textAnnotation id="TextAnnotation_07t3m16">
<bpmn:text>Process participants, operational level model in the collaboration diagram</bpmn:text>
</bpmn:textAnnotation>
<bpmn:association id="Association_0rxi55y" sourceRef="Participant_13ol0d4" targetRef="TextAnnotation_07t3m16" />
<bpmn:textAnnotation id="TextAnnotation_1cv9128">
<bpmn:text>Process engine</bpmn:text>
</bpmn:textAnnotation>
<bpmn:association id="Association_0qigcsl" sourceRef="Participant_1awv0bc" targetRef="TextAnnotation_1cv9128" />
<bpmn:textAnnotation id="TextAnnotation_129bwty">
<bpmn:text>they don't have any technical details, how the process should work</bpmn:text>
</bpmn:textAnnotation>
<bpmn:association id="Association_14xteyn" sourceRef="Participant_0hg8xpq" targetRef="TextAnnotation_129bwty" />
<bpmn:textAnnotation id="TextAnnotation_1ute52q">
<bpmn:text>The executable process model</bpmn:text>
</bpmn:textAnnotation>
<bpmn:association id="Association_0wbm81g" sourceRef="Participant_1eazpl0" targetRef="TextAnnotation_1ute52q" />
</bpmn:collaboration>
<bpmn:process id="Process_02j4qo5" isExecutable="true">
<bpmn:startEvent id="StartEvent_1" />
<bpmn:task id="Activity_0k315ph" name="GOALS" />
<bpmn:task id="Activity_1dg1x2e" name="IT ROLES" />
<bpmn:task id="Activity_1rzlwf3" name="PROCESSES" />
<bpmn:task id="Activity_0pbuyzx" name="METHODS" />
<bpmn:task id="Activity_1a5esjg" name="TOOLS" />
<bpmn:task id="Activity_0k9lf1k" />
<bpmn:textAnnotation id="TextAnnotation_0f3rrqb">
<bpmn:text>Roles</bpmn:text>
</bpmn:textAnnotation>
<bpmn:textAnnotation id="TextAnnotation_1bwmnkm">
<bpmn:text>Methods</bpmn:text>
</bpmn:textAnnotation>
<bpmn:textAnnotation id="TextAnnotation_0io3qh3">
<bpmn:text>Processes</bpmn:text>
</bpmn:textAnnotation>
<bpmn:textAnnotation id="TextAnnotation_1vk73qs">
<bpmn:text>Tools</bpmn:text>
</bpmn:textAnnotation>
<bpmn:textAnnotation id="TextAnnotation_0wz88a9">
<bpmn:text>- Generating the business and IT requirements, - Process execution with a process engine (goal of this strategy), - Achieving Business_IT-alignment</bpmn:text>
</bpmn:textAnnotation>
<bpmn:textAnnotation id="TextAnnotation_0qgb4rx">
<bpmn:text>Technical implementation of the requirements by IT experts</bpmn:text>
</bpmn:textAnnotation>
<bpmn:textAnnotation id="TextAnnotation_0ts6zkq">
<bpmn:text>Requirements engineering by IT experts</bpmn:text>
</bpmn:textAnnotation>
<bpmn:textAnnotation id="TextAnnotation_16xd0z8">
<bpmn:text>- Maintainance and housekeepieng of the model repository</bpmn:text>
</bpmn:textAnnotation>
<bpmn:textAnnotation id="TextAnnotation_1q9qxpc">
<bpmn:text>- Process discovery and documentation</bpmn:text>
</bpmn:textAnnotation>
<bpmn:textAnnotation id="TextAnnotation_1a61991">
<bpmn:text>- Approval of process modles (based on content/ based on underlying methodology)</bpmn:text>
</bpmn:textAnnotation>
<bpmn:textAnnotation id="TextAnnotation_1ql01md">
<bpmn:text>- Software development, distribution, tests</bpmn:text>
</bpmn:textAnnotation>
<bpmn:textAnnotation id="TextAnnotation_0yga2x7">
<bpmn:text>- BPMN; - Define the process architecture (e.g. process landscapes); - Textual descriptions, - Guidelines (conventions) for BPMN modles and source code; - Requirements engineering, software and system architecture,- UI/UX Design</bpmn:text>
</bpmn:textAnnotation>
<bpmn:textAnnotation id="TextAnnotation_0ub16fi">
<bpmn:text>- Collaborative BPMN modelling, - Support for administration of extensive documentation, - Support for customization (e.g. custom artifacts and attributes), - Integration of the BPMN tool with other business applications (e.g. Wiki, Sharepoint); - Process engine for the execution of technical process models</bpmn:text>
</bpmn:textAnnotation>
<bpmn:textAnnotation id="TextAnnotation_0pol29m">
<bpmn:text>At a technical level: The process in the process management tool are documented; In the IT area individual processes are implemented as workflows in the Process Engine</bpmn:text>
</bpmn:textAnnotation>
<bpmn:textAnnotation id="TextAnnotation_1bii8nj">
<bpmn:text>from BPMN specification: The core usage scenario of the standard: Model the processses for the purpose of better harmonizing the strategic and technical process modeling and thus achieving a better business and IT alignment</bpmn:text>
</bpmn:textAnnotation>
<bpmn:textAnnotation id="TextAnnotation_0s2ga0h">
<bpmn:text>The real world is slightly more complex:</bpmn:text>
</bpmn:textAnnotation>
<bpmn:textAnnotation id="TextAnnotation_09c69rg">
<bpmn:text>- Complex processes can lead to large and comprehensive process models;</bpmn:text>
</bpmn:textAnnotation>
<bpmn:textAnnotation id="TextAnnotation_19qugim">
<bpmn:text>Individual requirements of stakeholders about how a model should look like and what it should contain: analytical coarse grained, analytical fine grined, executable fine grained</bpmn:text>
</bpmn:textAnnotation>
<bpmn:textAnnotation id="TextAnnotation_07h2wkg">
<bpmn:text>Individual expectations about what parts the model should contain: Human view:"What parts are done by human process participants?", - Technology-driven view: "What part is performed by the process engine?" - Or both and:"How do they interact"</bpmn:text>
</bpmn:textAnnotation>
<bpmn:textAnnotation id="TextAnnotation_10nqilh">
<bpmn:text>CAMUNDA HOUSE</bpmn:text>
</bpmn:textAnnotation>
<bpmn:textAnnotation id="TextAnnotation_07j0u1p">
<bpmn:text>Human process flow, Work procedures User Experience</bpmn:text>
</bpmn:textAnnotation>
<bpmn:textAnnotation id="TextAnnotation_1lfbrwi">
<bpmn:text>interaction flow, interaction between user and system</bpmn:text>
</bpmn:textAnnotation>
<bpmn:textAnnotation id="TextAnnotation_0kj9d5r">
<bpmn:text>Automated control flow, Code</bpmn:text>
</bpmn:textAnnotation>
<bpmn:textAnnotation id="TextAnnotation_1139ndf">
<bpmn:text>Precise description, Physically specific</bpmn:text>
</bpmn:textAnnotation>
<bpmn:textAnnotation id="TextAnnotation_0yv86iu">
<bpmn:text>Fast comprehension, Logically abstract</bpmn:text>
</bpmn:textAnnotation>
<bpmn:textAnnotation id="TextAnnotation_0wny4hq">
<bpmn:text>EASIER TO DO MANY PROCESSES</bpmn:text>
</bpmn:textAnnotation>
<bpmn:textAnnotation id="TextAnnotation_0ay1ezt">
<bpmn:text>WHERE YOU GO INTO THE DETAIL</bpmn:text>
</bpmn:textAnnotation>
<bpmn:textAnnotation id="TextAnnotation_1feie8q">
<bpmn:text>ONLY IF YOU WANT TO AUTOMATE SOMETHING</bpmn:text>
</bpmn:textAnnotation>
<bpmn:association id="Association_1o2jce2" sourceRef="Activity_0k315ph" targetRef="TextAnnotation_0f3rrqb" />
<bpmn:association id="Association_1996a5c" sourceRef="Activity_0k315ph" targetRef="TextAnnotation_1bwmnkm" />
<bpmn:association id="Association_14i7qnc" sourceRef="Activity_0k315ph" targetRef="TextAnnotation_0io3qh3" />
<bpmn:association id="Association_008kyvj" sourceRef="Activity_0k315ph" targetRef="TextAnnotation_1vk73qs" />
<bpmn:association id="Association_0t8j2f8" sourceRef="Activity_0k315ph" targetRef="TextAnnotation_0wz88a9" />
<bpmn:association id="Association_0i5ie9b" sourceRef="Activity_1dg1x2e" targetRef="TextAnnotation_0qgb4rx" />
<bpmn:association id="Association_0xytrzh" sourceRef="Activity_1dg1x2e" targetRef="TextAnnotation_0ts6zkq" />
<bpmn:association id="Association_19fd3tn" sourceRef="Activity_1rzlwf3" targetRef="TextAnnotation_16xd0z8" />
<bpmn:association id="Association_0zbcfzw" sourceRef="Activity_1rzlwf3" targetRef="TextAnnotation_1q9qxpc" />
<bpmn:association id="Association_157ajin" sourceRef="Activity_1rzlwf3" targetRef="TextAnnotation_1a61991" />
<bpmn:association id="Association_1ln32yq" sourceRef="Activity_1rzlwf3" targetRef="TextAnnotation_1ql01md" />
<bpmn:association id="Association_1rwrshp" sourceRef="Activity_0pbuyzx" targetRef="TextAnnotation_0yga2x7" />
<bpmn:association id="Association_04jxnkz" sourceRef="Activity_1a5esjg" targetRef="TextAnnotation_0ub16fi" />
<bpmn:association id="Association_10f81l1" sourceRef="Activity_0k9lf1k" targetRef="TextAnnotation_0pol29m" />
<bpmn:association id="Association_0jvbhsg" sourceRef="Activity_0k9lf1k" targetRef="TextAnnotation_1bii8nj" />
<bpmn:association id="Association_0lca2oj" sourceRef="Activity_0k9lf1k" targetRef="TextAnnotation_0s2ga0h" />
<bpmn:association id="Association_1fvjczt" sourceRef="Activity_0k9lf1k" targetRef="TextAnnotation_09c69rg" />
<bpmn:association id="Association_1wkqopp" sourceRef="Group_17crxiz" targetRef="TextAnnotation_10nqilh" />
<bpmn:association id="Association_03kocjy" sourceRef="Group_02xx7gc" targetRef="TextAnnotation_07j0u1p" />
<bpmn:association id="Association_0m1czrb" sourceRef="Group_02xx7gc" targetRef="TextAnnotation_1lfbrwi" />
<bpmn:association id="Association_1a85289" sourceRef="Group_19b9z15" targetRef="TextAnnotation_0kj9d5r" />
<bpmn:association id="Association_17wum7f" sourceRef="Group_0mhr2ed" targetRef="TextAnnotation_1139ndf" />
<bpmn:association id="Association_1w476k6" sourceRef="Group_17crxiz" targetRef="TextAnnotation_0yv86iu" />
<bpmn:association id="Association_0lpfrbu" sourceRef="Group_17crxiz" targetRef="TextAnnotation_0wny4hq" />
<bpmn:association id="Association_0rmtqo0" sourceRef="Group_0mhr2ed" targetRef="TextAnnotation_0ay1ezt" />
<bpmn:association id="Association_0goylxj" sourceRef="Group_19b9z15" targetRef="TextAnnotation_1feie8q" />
</bpmn:process>
<bpmn:process id="Process_1w7ko8b" isExecutable="false">
<bpmn:laneSet id="LaneSet_160lk6r">
<bpmn:lane id="Lane_0u6lbxy" name="2nd level support">
<bpmn:flowNodeRef>Activity_10f7n4p</bpmn:flowNodeRef>
<bpmn:flowNodeRef>Gateway_0w5eld5</bpmn:flowNodeRef>
<bpmn:flowNodeRef>Gateway_1jzowt8</bpmn:flowNodeRef>
</bpmn:lane>
<bpmn:lane id="Lane_05whll4" name="software developer">
<bpmn:flowNodeRef>Activity_0zx7p9a</bpmn:flowNodeRef>
</bpmn:lane>
<bpmn:lane id="Lane_1k3605a" name="Call cneter agent">
<bpmn:flowNodeRef>Activity_0ly77yc</bpmn:flowNodeRef>
<bpmn:flowNodeRef>Activity_0k6azrs</bpmn:flowNodeRef>
<bpmn:flowNodeRef>Gateway_1oxfp3a</bpmn:flowNodeRef>
<bpmn:flowNodeRef>Event_0cjcght</bpmn:flowNodeRef>
<bpmn:flowNodeRef>Event_133al1t</bpmn:flowNodeRef>
<bpmn:flowNodeRef>Gateway_1nagq6r</bpmn:flowNodeRef>
</bpmn:lane>
<bpmn:lane id="Lane_0kxcpj9" name="1st level support">
<bpmn:flowNodeRef>Activity_15qfn45</bpmn:flowNodeRef>
<bpmn:flowNodeRef>Gateway_0yogjv1</bpmn:flowNodeRef>
<bpmn:flowNodeRef>Gateway_0mrs0a5</bpmn:flowNodeRef>
</bpmn:lane>
</bpmn:laneSet>
<bpmn:task id="Activity_0ly77yc" name="Handle issue">
<bpmn:incoming>Flow_0p75xij</bpmn:incoming>
<bpmn:outgoing>Flow_0q3luwv</bpmn:outgoing>
</bpmn:task>
<bpmn:sequenceFlow id="Flow_0p75xij" sourceRef="Event_133al1t" targetRef="Activity_0ly77yc" />
<bpmn:exclusiveGateway id="Gateway_1oxfp3a" name="Can handle issue myself?">
<bpmn:incoming>Flow_0q3luwv</bpmn:incoming>
<bpmn:outgoing>Flow_0uvec41</bpmn:outgoing>
<bpmn:outgoing>Flow_1vmnumo</bpmn:outgoing>
</bpmn:exclusiveGateway>
<bpmn:sequenceFlow id="Flow_0q3luwv" sourceRef="Activity_0ly77yc" targetRef="Gateway_1oxfp3a" />
<bpmn:sequenceFlow id="Flow_0uvec41" name="Yes" sourceRef="Gateway_1oxfp3a" targetRef="Gateway_1nagq6r" />
<bpmn:task id="Activity_0k6azrs" name="Explain solution">
<bpmn:incoming>Flow_1azllqc</bpmn:incoming>
<bpmn:outgoing>Flow_12z3sy3</bpmn:outgoing>
</bpmn:task>
<bpmn:sequenceFlow id="Flow_1azllqc" sourceRef="Gateway_1nagq6r" targetRef="Activity_0k6azrs" />
<bpmn:endEvent id="Event_0cjcght" name="Issue handled">
<bpmn:incoming>Flow_12z3sy3</bpmn:incoming>
</bpmn:endEvent>
<bpmn:sequenceFlow id="Flow_12z3sy3" sourceRef="Activity_0k6azrs" targetRef="Event_0cjcght" />
<bpmn:startEvent id="Event_133al1t" name="Issue received">
<bpmn:outgoing>Flow_0p75xij</bpmn:outgoing>
<bpmn:messageEventDefinition id="MessageEventDefinition_0xlsq9b" />
</bpmn:startEvent>
<bpmn:sequenceFlow id="Flow_1vmnumo" name="No" sourceRef="Gateway_1oxfp3a" targetRef="Activity_15qfn45" />
<bpmn:sequenceFlow id="Flow_0fb5o56" sourceRef="Activity_15qfn45" targetRef="Gateway_0yogjv1" />
<bpmn:sequenceFlow id="Flow_0zw8v1g" name="Yes" sourceRef="Gateway_0yogjv1" targetRef="Gateway_0mrs0a5" />
<bpmn:sequenceFlow id="Flow_1waxt65" sourceRef="Gateway_0mrs0a5" targetRef="Gateway_1nagq6r" />
<bpmn:sequenceFlow id="Flow_0id1jp3" name="No" sourceRef="Gateway_0yogjv1" targetRef="Activity_10f7n4p" />
<bpmn:sequenceFlow id="Flow_1i01u50" sourceRef="Activity_10f7n4p" targetRef="Gateway_0w5eld5" />
<bpmn:task id="Activity_15qfn45" name="Handle issue">
<bpmn:incoming>Flow_1vmnumo</bpmn:incoming>
<bpmn:outgoing>Flow_0fb5o56</bpmn:outgoing>
</bpmn:task>
<bpmn:exclusiveGateway id="Gateway_0yogjv1" name="Finished?">
<bpmn:incoming>Flow_0fb5o56</bpmn:incoming>
<bpmn:outgoing>Flow_0zw8v1g</bpmn:outgoing>
<bpmn:outgoing>Flow_0id1jp3</bpmn:outgoing>
</bpmn:exclusiveGateway>
<bpmn:task id="Activity_10f7n4p" name="Handle issue">
<bpmn:incoming>Flow_0id1jp3</bpmn:incoming>
<bpmn:outgoing>Flow_1i01u50</bpmn:outgoing>
</bpmn:task>
<bpmn:exclusiveGateway id="Gateway_0w5eld5" name="Unsure?">
<bpmn:incoming>Flow_1i01u50</bpmn:incoming>
<bpmn:outgoing>Flow_088nz0h</bpmn:outgoing>
<bpmn:outgoing>Flow_0fe2jm8</bpmn:outgoing>
</bpmn:exclusiveGateway>
<bpmn:sequenceFlow id="Flow_088nz0h" name="No" sourceRef="Gateway_0w5eld5" targetRef="Gateway_1jzowt8" />
<bpmn:sequenceFlow id="Flow_191q8ko" sourceRef="Gateway_1jzowt8" targetRef="Gateway_0mrs0a5" />
<bpmn:sequenceFlow id="Flow_0fe2jm8" name="Yes" sourceRef="Gateway_0w5eld5" targetRef="Activity_0zx7p9a" />
<bpmn:exclusiveGateway id="Gateway_1nagq6r">
<bpmn:incoming>Flow_0uvec41</bpmn:incoming>
<bpmn:incoming>Flow_1waxt65</bpmn:incoming>
<bpmn:outgoing>Flow_1azllqc</bpmn:outgoing>
</bpmn:exclusiveGateway>
<bpmn:exclusiveGateway id="Gateway_0mrs0a5">
<bpmn:incoming>Flow_0zw8v1g</bpmn:incoming>
<bpmn:incoming>Flow_191q8ko</bpmn:incoming>
<bpmn:outgoing>Flow_1waxt65</bpmn:outgoing>
</bpmn:exclusiveGateway>
<bpmn:exclusiveGateway id="Gateway_1jzowt8">
<bpmn:incoming>Flow_088nz0h</bpmn:incoming>
<bpmn:incoming>Flow_0a7psg1</bpmn:incoming>
<bpmn:outgoing>Flow_191q8ko</bpmn:outgoing>
</bpmn:exclusiveGateway>
<bpmn:task id="Activity_0zx7p9a" name="Provide ffedback">
<bpmn:incoming>Flow_0fe2jm8</bpmn:incoming>
<bpmn:outgoing>Flow_0a7psg1</bpmn:outgoing>
</bpmn:task>
<bpmn:sequenceFlow id="Flow_0a7psg1" sourceRef="Activity_0zx7p9a" targetRef="Gateway_1jzowt8" />
</bpmn:process>
<bpmn:process id="Process_125eihf" isExecutable="false">
<bpmn:task id="Activity_0dcdx38" name="Role" />
<bpmn:task id="Activity_1s1x7k4" name="MATRIX" />
<bpmn:task id="Activity_1764666" name="Process participant" />
<bpmn:task id="Activity_1i2sicv" name="Process analyst" />
<bpmn:task id="Activity_1v6fczc" name="Process engineer" />
<bpmn:task id="Activity_0kxqz8u" name="Objective" />
<bpmn:task id="Activity_1t8qarq" name="How should I work?" />
<bpmn:task id="Activity_16or7st" name="How is the work done?" />
<bpmn:task id="Activity_0rfud23" name="What is the engine doing exactly?" />
<bpmn:task id="Activity_06fzwyk" name="View" />
<bpmn:task id="Activity_0tu4tum" name="Own orchestration" />
<bpmn:task id="Activity_1yn9idx" name="Whole collaboration" />
<bpmn:task id="Activity_18nsr8z" name="Orchestration of the process engine" />
<bpmn:textAnnotation id="TextAnnotation_1aqd0fk">
<bpmn:text>Core idea #2: operational level provides different views</bpmn:text>
</bpmn:textAnnotation>
<bpmn:association id="Association_1dmfnd8" sourceRef="Activity_1s1x7k4" targetRef="TextAnnotation_1aqd0fk" />
<bpmn:textAnnotation id="TextAnnotation_0dewv12">
<bpmn:text>Operational process model</bpmn:text>
</bpmn:textAnnotation>
<bpmn:textAnnotation id="TextAnnotation_0c56kzx">
<bpmn:text>Operational process model</bpmn:text>
</bpmn:textAnnotation>
<bpmn:textAnnotation id="TextAnnotation_18w2kvg">
<bpmn:text>Operational process model</bpmn:text>
</bpmn:textAnnotation>
<bpmn:association id="Association_00fa9ri" sourceRef="Activity_18nsr8z" targetRef="TextAnnotation_18w2kvg" />
</bpmn:process>
<bpmn:process id="Process_1s8wj3t" isExecutable="false">
<bpmn:startEvent id="Event_07kze87" name="Incoming call">
<bpmn:outgoing>Flow_14k22xi</bpmn:outgoing>
<bpmn:messageEventDefinition id="MessageEventDefinition_0ack0ap" />
</bpmn:startEvent>
<bpmn:task id="Activity_0vb756h" name="Get problem desription">
<bpmn:incoming>Flow_14k22xi</bpmn:incoming>
<bpmn:outgoing>Flow_12lr76a</bpmn:outgoing>
</bpmn:task>
<bpmn:sequenceFlow id="Flow_14k22xi" sourceRef="Event_07kze87" targetRef="Activity_0vb756h" />
<bpmn:sequenceFlow id="Flow_12lr76a" sourceRef="Activity_0vb756h" targetRef="Gateway_0mc8mag" />
<bpmn:sequenceFlow id="Flow_11whccm" name="Yes" sourceRef="Gateway_0mc8mag" targetRef="Activity_09qmf8x" />
<bpmn:sequenceFlow id="Flow_0gvurkg" name="No" sourceRef="Gateway_0mc8mag" targetRef="Activity_0ynwe0a" />
<bpmn:task id="Activity_09qmf8x" name="Explain solution">
<bpmn:incoming>Flow_11whccm</bpmn:incoming>
<bpmn:outgoing>Flow_0fkzhva</bpmn:outgoing>
</bpmn:task>
<bpmn:task id="Activity_0ynwe0a" name="Report issue">
<bpmn:incoming>Flow_0gvurkg</bpmn:incoming>
<bpmn:outgoing>Flow_1kn0z4f</bpmn:outgoing>
</bpmn:task>
<bpmn:sequenceFlow id="Flow_1kn0z4f" sourceRef="Activity_0ynwe0a" targetRef="Event_1h2wksv" />
<bpmn:intermediateCatchEvent id="Event_1h2wksv" name="Ticket finished">
<bpmn:incoming>Flow_1kn0z4f</bpmn:incoming>
<bpmn:outgoing>Flow_05tlyfp</bpmn:outgoing>
<bpmn:messageEventDefinition id="MessageEventDefinition_1s8aaic" />
</bpmn:intermediateCatchEvent>
<bpmn:task id="Activity_0z8dl9t" name="Inform customer">
<bpmn:incoming>Flow_05tlyfp</bpmn:incoming>
<bpmn:outgoing>Flow_0sxjq0y</bpmn:outgoing>
</bpmn:task>
<bpmn:sequenceFlow id="Flow_05tlyfp" sourceRef="Event_1h2wksv" targetRef="Activity_0z8dl9t" />
<bpmn:endEvent id="Event_07lkmfe" name="Issue handled">
<bpmn:incoming>Flow_0sxjq0y</bpmn:incoming>
</bpmn:endEvent>
<bpmn:sequenceFlow id="Flow_0sxjq0y" sourceRef="Activity_0z8dl9t" targetRef="Event_07lkmfe" />
<bpmn:endEvent id="Event_1pvjzrx" name="Issue handled">
<bpmn:incoming>Flow_0fkzhva</bpmn:incoming>
</bpmn:endEvent>
<bpmn:sequenceFlow id="Flow_0fkzhva" sourceRef="Activity_09qmf8x" targetRef="Event_1pvjzrx" />
<bpmn:exclusiveGateway id="Gateway_0mc8mag" name="Operator error?">
<bpmn:incoming>Flow_12lr76a</bpmn:incoming>
<bpmn:outgoing>Flow_11whccm</bpmn:outgoing>
<bpmn:outgoing>Flow_0gvurkg</bpmn:outgoing>
</bpmn:exclusiveGateway>
</bpmn:process>
<bpmn:process id="Process_1bd2sso" isExecutable="false">
<bpmn:startEvent id="Event_0v2n27a" name="Ticket received">
<bpmn:outgoing>Flow_1szrglq</bpmn:outgoing>
<bpmn:messageEventDefinition id="MessageEventDefinition_1ag2u5o" />
</bpmn:startEvent>
<bpmn:task id="Activity_109txxy" name="Classify ticket">
<bpmn:incoming>Flow_1szrglq</bpmn:incoming>
<bpmn:outgoing>Flow_00w7glb</bpmn:outgoing>
</bpmn:task>
<bpmn:sequenceFlow id="Flow_1szrglq" sourceRef="Event_0v2n27a" targetRef="Activity_109txxy" />
<bpmn:task id="Activity_0i45mtj" name="Handle problem">
<bpmn:incoming>Flow_00w7glb</bpmn:incoming>
<bpmn:outgoing>Flow_1qtwbc0</bpmn:outgoing>
</bpmn:task>
<bpmn:sequenceFlow id="Flow_00w7glb" sourceRef="Activity_109txxy" targetRef="Activity_0i45mtj" />
<bpmn:task id="Activity_18dj8xl" name="Document result">
<bpmn:incoming>Flow_1qtwbc0</bpmn:incoming>
<bpmn:outgoing>Flow_04jw1hg</bpmn:outgoing>
</bpmn:task>
<bpmn:sequenceFlow id="Flow_1qtwbc0" sourceRef="Activity_0i45mtj" targetRef="Activity_18dj8xl" />
<bpmn:endEvent id="Event_1x19343" name="Ticket handled">
<bpmn:incoming>Flow_04jw1hg</bpmn:incoming>
</bpmn:endEvent>
<bpmn:sequenceFlow id="Flow_04jw1hg" sourceRef="Activity_18dj8xl" targetRef="Event_1x19343" />
</bpmn:process>
<bpmn:process id="Process_09n5zd8" isExecutable="false">
<bpmn:startEvent id="Event_118wf9b" name="Ticket received">
<bpmn:outgoing>Flow_0njdgso</bpmn:outgoing>
<bpmn:messageEventDefinition id="MessageEventDefinition_1u114fz" />
</bpmn:startEvent>
<bpmn:task id="Activity_03nycv7" name="Examine problem">
<bpmn:incoming>Flow_0njdgso</bpmn:incoming>
<bpmn:outgoing>Flow_1oom30m</bpmn:outgoing>
</bpmn:task>
<bpmn:sequenceFlow id="Flow_0njdgso" sourceRef="Event_118wf9b" targetRef="Activity_03nycv7" />
<bpmn:exclusiveGateway id="Gateway_0hb18f2" name="Very technical issue?">
<bpmn:incoming>Flow_1oom30m</bpmn:incoming>
<bpmn:outgoing>Flow_09hq8qr</bpmn:outgoing>
<bpmn:outgoing>Flow_15zvmaq</bpmn:outgoing>
</bpmn:exclusiveGateway>
<bpmn:sequenceFlow id="Flow_1oom30m" sourceRef="Activity_03nycv7" targetRef="Gateway_0hb18f2" />
<bpmn:sequenceFlow id="Flow_09hq8qr" sourceRef="Gateway_0hb18f2" targetRef="Gateway_06rpbjx" />
<bpmn:exclusiveGateway id="Gateway_06rpbjx">
<bpmn:incoming>Flow_09hq8qr</bpmn:incoming>
<bpmn:incoming>Flow_0vj0erx</bpmn:incoming>
<bpmn:outgoing>Flow_1iabjtl</bpmn:outgoing>
</bpmn:exclusiveGateway>
<bpmn:sequenceFlow id="Flow_15zvmaq" sourceRef="Gateway_0hb18f2" targetRef="Activity_1f2jn3z" />
<bpmn:task id="Activity_1f2jn3z" name="Ask developer">
<bpmn:incoming>Flow_15zvmaq</bpmn:incoming>
<bpmn:outgoing>Flow_0vj0erx</bpmn:outgoing>
</bpmn:task>
<bpmn:sequenceFlow id="Flow_0vj0erx" sourceRef="Activity_1f2jn3z" targetRef="Gateway_06rpbjx" />
<bpmn:sequenceFlow id="Flow_1iabjtl" sourceRef="Gateway_06rpbjx" targetRef="Activity_12k5rnd" />
<bpmn:task id="Activity_12k5rnd" name="Document result">
<bpmn:incoming>Flow_1iabjtl</bpmn:incoming>
<bpmn:outgoing>Flow_0qj0h6n</bpmn:outgoing>
</bpmn:task>
<bpmn:endEvent id="Event_07ajcv7" name="Ticket handled">
<bpmn:incoming>Flow_0qj0h6n</bpmn:incoming>
</bpmn:endEvent>
<bpmn:sequenceFlow id="Flow_0qj0h6n" sourceRef="Activity_12k5rnd" targetRef="Event_07ajcv7" />
</bpmn:process>
<bpmn:process id="Process_1cjb5ki" isExecutable="false">
<bpmn:startEvent id="Event_11mzbp1" name="Request from support received">
<bpmn:outgoing>Flow_1wyto7d</bpmn:outgoing>
<bpmn:messageEventDefinition id="MessageEventDefinition_0yk5jh6" />
</bpmn:startEvent>
<bpmn:task id="Activity_12fludx" name="Handle problem">
<bpmn:incoming>Flow_1wyto7d</bpmn:incoming>
<bpmn:outgoing>Flow_1gsv61n</bpmn:outgoing>
</bpmn:task>
<bpmn:task id="Activity_0pidonr" name="Give feedback">
<bpmn:incoming>Flow_1gsv61n</bpmn:incoming>
<bpmn:outgoing>Flow_01on6vh</bpmn:outgoing>
</bpmn:task>
<bpmn:endEvent id="Event_1b3lov9" name="Request handled">
<bpmn:incoming>Flow_01on6vh</bpmn:incoming>
</bpmn:endEvent>
<bpmn:sequenceFlow id="Flow_1wyto7d" sourceRef="Event_11mzbp1" targetRef="Activity_12fludx" />
<bpmn:sequenceFlow id="Flow_1gsv61n" sourceRef="Activity_12fludx" targetRef="Activity_0pidonr" />
<bpmn:sequenceFlow id="Flow_01on6vh" sourceRef="Activity_0pidonr" targetRef="Event_1b3lov9" />
</bpmn:process>
<bpmn:process id="Process_00uj7cm" isExecutable="false">
<bpmn:startEvent id="Event_0esfrl2" name="Incoming call received">
<bpmn:outgoing>Flow_0o4m4uv</bpmn:outgoing>
<bpmn:messageEventDefinition id="MessageEventDefinition_19883uq" />
</bpmn:startEvent>
<bpmn:task id="Activity_0ipkv2u" name="Get problem desription">
<bpmn:incoming>Flow_0o4m4uv</bpmn:incoming>
<bpmn:outgoing>Flow_1948g05</bpmn:outgoing>
</bpmn:task>
<bpmn:task id="Activity_1kzxgaa" name="Explain solution">
<bpmn:incoming>Flow_158pav7</bpmn:incoming>
<bpmn:outgoing>Flow_1ex96al</bpmn:outgoing>
</bpmn:task>
<bpmn:task id="Activity_0ildu0r" name="Report issue">
<bpmn:incoming>Flow_0pbre6j</bpmn:incoming>
<bpmn:outgoing>Flow_0dcxatg</bpmn:outgoing>
</bpmn:task>
<bpmn:intermediateCatchEvent id="Event_03fjh68" name="Ticket finished">
<bpmn:incoming>Flow_0dcxatg</bpmn:incoming>
<bpmn:outgoing>Flow_1u5p7h8</bpmn:outgoing>
<bpmn:messageEventDefinition id="MessageEventDefinition_1ymnpac" />
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