BPM can be tailored to meet different organizational needs. Broadly speaking, BPM solutions are divided into three primary categories: human-centric, integration-centric, and document-centric. Each type addresses unique challenges and helps streamline processes in specific ways: 

Human-centric BPM 

Human-centric BPM focuses on processes that heavily rely on human interaction, decision-making, and collaboration. These workflows often include approvals, task assignments, and team-based contributions across departments. The goal of human-centric BPM is to remove roadblocks for people by providing user-friendly interfaces, real-time notifications, and task tracking capabilities. 

Integration-centric BPM 

Integration-centric BPM is designed to manage workflows that depend on seamless communication between various software systems, such as ERP, CRM, or other enterprise tools. These workflows generally require minimal human intervention and instead focus on automating data exchange between platforms. 

Document-centric BPM 

Document-centric BPM revolves around workflows where documents are the primary output or focus of the process. These workflows often involve the creation, review, and approval of critical documents (such as contracts or reports) which may go through multiple revisions before finalization. 

Businesses completely transform with business process management, and goals can be met and implemented flawlessly. BPM is more than a tool for optimization—it’s a methodology that enables organizations to adapt to change, minimize inefficiencies, and maximize outcomes. By addressing workflow challenges and providing insights into operational performance, BPM drives measurable improvements that benefit stakeholders on both sides of the sales counter.  

As a result, the right approach to BPM can lead to: 

Improved productivity 

Cycle times can be reduced, and team members are molded into smarter and more efficient contributors. Improved productivity streamlines employee duties. By reducing redundancies and simplifying workflows, BPM enables teams to focus on high-value tasks rather than being bogged down by repetitive manual processes. This helps organizations achieve faster outputs with fewer errors. Additionally, employees have more time to identify other areas for process improvement, fostering a culture of continuous optimization. 

Superior agility 

Business and market trends constantly evolve, and a successful organization is an agile organization. Business process management should be well-organized enough that any alterations in operations or workflows can be quickly changed, readjusted, or paused altogether. Agility also decreases response time, which can stimulate innovation and productivity. Finally, BPM ensures businesses can respond effectively to challenges such as regulatory changes or shifting customer expectations. 

Enhanced efficiency 

Efficient processes can be easily improved from end-to-end, and the proper integration of business process management can make efficiency possible. BPM also involves constant data gathering to gauge efficiencies and determine whether new processes should be implemented. By eliminating bottlenecks and automating repetitive tasks, BPM reduces waste and ensures resources are allocated to areas that generate the most value. 

Increased revenue 

More efficient processes can eliminate bottlenecks, which can increase your bottom line over time. For instance, customers can have swift access to products and services when there is a reduction in lead times. The bottom line is also increased when you identify wastes or inefficiencies that can cost more than they should. Perhaps even more importantly, improved customer satisfaction—driven by faster and more accurate service—can result in repeat business and long-term loyalty. 

Better visibility 

Employees of all levels can have better access to information that they can monitor in real-time. Increased visibility can help enhance structures and processes while measuring goals and outcomes. Embedded analytics within BPM systems offer actionable insights, allowing managers to pinpoint inefficiencies and make data-driven decisions. 

Stronger safety and compliance 

Workplaces can be subject to laws and regulations, and compliance with these laws and regulations is crucial. Business process management can provide an insight into processes every step of the way, which allows for any necessary documentation and changes to maintain compliance. With automated compliance checks and reporting, BPM reduces the risk of exposure, fines, or legal challenges. It also creates auditable workflows that can easily demonstrate adherence to regulations. 

Greater scalability 

Business process management can be scaled to apply from smaller teams to a wider organization, with possibilities for orchestration and optimization along the way. As organizations grow, BPM ensures that processes remain consistent and adaptable, supporting new teams, departments, or even global operations. The scalability of BPM systems empowers businesses to expand without compromising efficiency or control. 

Heightened stability 

Well documented and executed business process management can create a sense of stability and security within an organization, which aids in operations when consistency at all levels and stages is crucial. Stability fosters trust among employees and stakeholders, ensuring smoother day-to-day operations and better preparation for unforeseen disruptions. 

Powerful security 

Proper organization and documentation can make the protection of data and assets easier—it can also be easier to communicate the types of information to safeguard to staff. Business information can then be safeguarded from theft or misuse. Advanced security features within BPM systems help protect sensitive information.  

While business process management offers significant benefits, implementing it successfully is not without possible challenges. Organizations may encounter obstacles that can hinder their BPM efforts, particularly when trying to introduce new tools, adjust existing workflows, or align processes with broader objectives. Recognizing these challenges and preparing strategies to address them is critical to realizing BPM's full potential. 

Common challenges include: 

Resistance to change 

Employees may resist adopting BPM tools and processes due to fears of the unknown, disruption to routines, or concerns about automation replacing jobs. Prioritize clear communication and explain how BPM reduces repetitive tasks, allowing employees to focus on higher-value work. Involve key stakeholders in the process early and use training to help highlight the personal and organizational benefits of the new system. 

Complexity in process mapping 

Identifying, mapping, and standardizing processes can overwhelm organizations, especially when processes span multiple departments. Start small by focusing on high-impact processes and gradually expand the BPM initiative. Use visual tools to make process mapping accessible to all stakeholders. Encourage cross-departmental collaboration to ensure accurate mapping and smooth implementation. 

Lack of executive buy-in and support 

BPM initiatives can stall without leadership advocacy, especially if executives view them as an expense rather than a long-term investment. Align BPM objectives with broader organizational goals and present a clear business case emphasizing ROI and improvements in efficiency and customer satisfaction. Provide regular updates to demonstrate the ongoing value of BPM to leadership. 

Unclear business goals and objectives 

Unclear goals lead to misaligned BPM efforts, making it difficult to measure success or identify priorities. Define clear, measurable objectives for each BPM initiative, ensuring they align with the company’s overall strategy.  

Inadequate process governance and testing infrastructure 

Without proper governance, processes can become inconsistent across departments, leading to compliance issues and inefficient scaling. Additionally, inadequate testing can result in unanticipated breakdowns. Establish governance structures with defined process owners who oversee standardization and compliance. Conduct regular audits and stress testing to identify vulnerabilities before rollouts. Use tools that provide real-time visibility into workflows to maintain alignment and ensure friction-free operations. 

The first step begins with documenting all processes. Take the time to identify past processes, current processes, and goal processes. Gather data from stakeholders and management, then analyze the data to gain an insight into desired processes, and how they are going to align with organizational objectives. Proper considerations along the way are alerts and notifications, service level agreements, task hand-over, operating procedures, and escalations. 

Use this information to begin designing each step of the process, identify the owner of those steps, consider necessary resources, and think of whether or not current or past processes should be considered during the design phase. 

Model 

Take the design from the first phase and introduce a series of variables or hypotheticals. For instance, changes in cost, changes in circumstances, or changes in staff. This is ideal for a “what-if” analysis for all levels of the design. 

A good method for introducing the “what-if” scenarios is to take the design and create a physical model to help define the scenarios by physically representing changes in processes, business rules, or any important identifications. 

Implement 

This phase requires a very delicate balance between implementing on a wide scale and implementing on a small scale. Take the design as it was, really evaluate the modeling and the variables, and create a strong implementation plan. Sometimes, proper business process modeling requires careful consideration of whether it will roll out in phases or at a wider scope. No matter the plan, there must be careful consideration during implementation for how the rollout will be tracked and monitored. 

A few different methods for implementation include a manual rollout and an automated rollout. A typical manual rollout focuses more on human-level implementation of processes, while an automated rollout is at a software level. Ideally, automated implementations are based more on the software and presentation level than at the backend level. 

There are various software applications available to aid in a rollout—ideally, software that executes the steps as programmed and customized by human intervention to ensure accuracy and efficiency. 

Monitor 

Business process management devoid of close monitoring can prevent new rollouts from performing optimally or being successful at all levels. Monitoring should occur at all levels and focus on each individual task as designed and modeled. If your rollout includes connection with an outside vendor, gather necessary information from the vendor to ensure that your processes are beneficial to them, and beneficial to their end users. 

Part of the design and modeling processes should include the degree and levels of data to be gathered. For instance, a series of steps that move from a work order to a deliverable of the work order, to successful payment from the end user. Consider whether the process has moved along as designed, any roadblocks that stand in the way of an optimized system, and whether these can be optimized. 

Optimize 

Refer to the design, the model, the implementation, and the data gathered from monitoring to get a better understanding of optimization and what needs to be done to correct any phases that did not work as designed, or things that were not accounted for during the modeling process. The data from monitoring is closely analyzed and all bumps and successes are accounted for. Consider implementing processes that are successful to roadblocks along the way and refer to your modeling to see if you accounted for any of the roadblocks. 

This is the chance to steer business processes toward the intended goal while avoiding bottlenecks or breakdowns along the way. 

Best practices help organizations ensure that their BPM initiatives deliver measurable improvements and support business goals, while being capable of adapting to evolving needs. By following these practices, businesses can maximize the value of their BPM investments. 

Key BPM best practices include:

• Define clear goals and objectives 

  Start by identifying the desired outcomes of your BPM initiative and ensure they align with your organization’s overarching goals.  

• Involve stakeholders early 

  Engage key stakeholders from various departments during the design and management of business processes. Their input ensures buy-in, aligns processes with departmental needs, and addresses potential challenges proactively. 

• Document and analyze processes 

  Thoroughly document current workflows to understand how processes function, identify inefficiencies, and pinpoint opportunities for improvement.  

• Use process modeling techniques 

  Visual tools like flowcharts or BPMN diagrams enable teams to map out processes clearly, making it easier to spot bottlenecks, inefficiencies, or redundant steps.  

• Incorporate performance measurement 

  Integrate key performance indicators (KPIs) into your BPM processes to monitor progress and measure success.  

• Leverage automation and technology 

  Automate repetitive and manual tasks wherever possible to save time, reduce errors, and increase efficiency.  

• Foster interdisciplinary collaboration 

  Create diverse teams that bring together expertise from across the organization. Interdisciplinary collaboration encourages innovation and ensures processes address the needs of all stakeholders. 

• Establish a BPM Center of Excellence (CoE) 

  For larger organizations, creating a CoE can centralize BPM expertise and guidance. A CoE supports consistent methodologies, such as Six Sigma or Agile, and ensures BPM aligns with strategic goals. 

• Encourage a culture of continuous improvement 

  BPM is not a one-time effort. Promote an organizational culture that prioritizes ongoing evaluation, adaptation, and refinement of processes to keep pace with any changes that may arise in the business or its markets. 

Internal processes, efficiency, and the bottom line should always be heavily scrutinized. It is time to implement business process management when: 

• There are important business metrics that are measurable and can be improved by implementing BPM. 
• Exceptional processes that require a quick turnaround and manual handling. 
• There are multiple business units, departments, teams, or functional groups that use more complicated processes and require manual orchestration. 
• Processes that require compliance with regulations like changes in information storage, changes in privacy laws, or changes in financial reporting regulations. 
• A performance metric that can be improved by implementing new business processes.

• Finance: Since finance teams monitor and deal with money every day, they can be easily overwhelmed with contacts like letters, paper forms, or electronic communications. An internal team may request new equipment for their department and provide the cost, or there could be a request for traveling to see a client or attend a conference. A business process management initiative could streamline these requests by automating the financial calculations vs. allotted budget for the organization and the teams. They can provide more customized services for different situations, and they may have access to one-click approvals or denials, which can easily be a pre-created template to send over email rather than drafting individual messages. 
• HR: The human resources department is just that—a resource for the people of the company. But HR can easily be overwhelmed by requests and questions that could easily be processed away and even automated. For example, there could be an HR portal where employees can track their own time off, request vacation times, account for their paychecks, manage a 401k, implement benefits, or interact with a timesheet. This can free up the time of the HR department to deal with more serious or more specific requests that cannot be automated away. 
• Customer service: Customers and businesses are always looking for an easier process. A business process can streamline the customer journey while providing services that are the most streamlined and accurate. An eCommerce company might provide a portal login that can outline the information about an order they purchased, both past and present. Shipping updates can be sent via text or email, along with confirmations of delivery. There can also be a customer portal that can answer questions in a single location without the need to contact a customer service associate, including an FAQ system or a fill-in box that spots keywords within the question that may have an answer on the site. 

Ideal BPM tools can account for every step of the process (design, model, implement, monitor, optimize) while also being accessible and customizable to a business’s bottom line. A tool should be able to be designed and used without too much intervention from the information technology (IT) team or too many coding requirements—hence, accessibility for all levels of the management process. While planning, design, and modeling are crucial before implementation, the tool should be able to be used each step of the way by people at all levels.

A great tool can also be business process automation, which can easily work in conjunction with organizational goals to ease the process by making software easier to use and more appealing to the end users, who may not have the time to deal with something more manual and rigorous.

Cloud computing tools are also widely available, and more ideal for accessibility and ease of use. While in-house systems can seem more secure, cloud security has never been more robust. Tools in the cloud can also be accessed from multiple locations, which may assist in remote work or collaboration from different locations.

There are tools that may be helpful in some areas, but more innovative management tools should be the ideal choice for an organization looking for a SaaS solution.

• Artificial intelligence
  Workflows can be powered through machine learning so that more meaningful tasks can be the focus.
• Performance management
  Build analytic dashboards with purpose and real-time visibility that can provide answers and insights quickly and accurately.
• Low code
  Workflows need to be documented, visualized, and actions need to be added to process steps. An easy-to-use tool for business analysts to self-serve is crucial for BPM productivity.
• End-to-end platform
  The more visibility an organization has across its business processes, the more it can optimize these processes for efficiency. Therefore, BPM platforms designed for end-to-end process oversight can more effectively support a strategy of growth.
• Process experience
  Once business processes are initiated, workers expect to experience a workflow that is streamlined to meet each moment of work along the way, regardless of the channel (web, mobile, chat, text messaging, etc.)
• Chatbot
  Teams can quickly resolve issues while delivering a consistently great experience to customers, who are increasingly preferring the self-service that a chatbot can deliver.
• Security
  Find a SaaS solution that cares deeply about security—especially when your organization houses private customer and business data. Seek a company that also takes compliance seriously, as any degree of data storage is subject to a type of regulation that a fault in security could violate.

The future of business process management is increasingly driven by automation, data-driven insights, and enhanced user accessibility. Below are impactful developments that will shape the future of BPM:

Increased automation

Technologies like robotic process automation (RPA) and automated workflows are constantly reducing human intervention in repetitive tasks. Low-code and no-code platforms further democratize automation, empowering business users to optimize processes without extensive IT support.

Real-time analytics

Embedded analytics allow organizations to monitor processes in real time, track performance metrics, and instantly identify inefficiencies. This capability supports proactive decision-making and dynamic workflow adjustments.

Integration with AI and machine learning

Artificial intelligence (AI) and machine learning (ML) are transforming BPM by predicting workflow bottlenecks, recommending process optimizations, and automating routine decisions. These technologies make BPM more intelligent, allowing systems to learn from past data to continuously improve operations.

Hyperautomation

Hyperautomation combines multiple technologies—such as AI, RPA, and ML—to enable end-to-end automation of complex workflows. This trend focuses on not only automating tasks but also creating adaptive, fully automated processes that operate efficiently across the enterprise.

Adaptive process management

The ability to model and adjust workflows iteratively in real time is transforming BPM’s flexibility. Adaptive process management ensures that processes remain agile, allowing businesses to respond quickly to changing conditions or new opportunities.

Generative AI for workflow innovation

Generative AI is making it possible for organizations to reimagine workflows by generating ideas for process improvements and automating specific tasks.

AI agents

Agentic AI continues to improve, allowing for autonomous AI-driven process management. These AI agents monitor workflows and make adjustments in real time, and can even initiate process improvements without human intervention.

Advancements in process modeling and simulation

New modeling tools allow organizations to understand existing processes more deeply and explore “what-if” scenarios to test potential changes before implementation. Process simulation enables companies to predict outcomes and refine workflows without disrupting production.

Automated process discovery

Process mining tools are making it easier to map and analyze workflows by automatically capturing digital activities. These tools reduce the manual effort required to identify inefficiencies and optimize processes, paving the way for continuous improvement.

ServiceNow is poised to provide you with business process automation services that can account for your business process management needs along every step of the way, while providing customized services and an excellent and knowledgeable team. The ServiceNow ServiceNow AI Platform streamlines your BPM initiatives through powerful automation and integration capabilities. By leveraging ServiceNow, businesses can automate repetitive tasks, integrate workflows across departments, and gain real-time visibility into process performance. And, thanks to low-code development tools built directly into the platform powered by AI, teams can design and implement custom workflows without requiring extensive technical expertise.

ServiceNow’s capabilities align with every stage of the BPM lifecycle—from designing and modeling processes to monitoring and optimizing them. The platform’s intuitive interface, AI-powered insights, and integration with existing enterprise systems ensure that processes remain efficient and scalable. 

With ServiceNow, you can improve operational efficiency while fostering agility, compliance, and innovation throughout your BPM efforts. Demo ServiceNow to see how!