Pega world conference brochure

Portofino Bay Hotel
at Universal Orlando®
, a Loews Hotel
PegaWORLD
October 28-31
Featured Speakers Include:
MasterCard
BCBS of Minnesota
HSBC
Citibank
AIG
JPMorgan Chase & Co.
Nationwide Services Company
®

Why Attend?
4Learn how leading companies are using BPM to boost their
agility, increase revenue and save money through over 20 real
world case studies. Industries represented include banking,
insurance, government, healthcare, card industry, hospitality
and manufacturing among others
4Profit from outstanding presentations by executives from
MasterCard, BNP Paribas Assurance (Cardif), BCBS of
Minnesota, AIG, HSBC, Aspire/Her Majesty’s Revenue and
Customs, JPMorgan Chase, Gartner, Forrester and many others
4Learn how to apply advanced features in the latest versions of
SmartBPM®
and Customer Process ManagerTM
4Boost the ROI of your BPM projects with best practice tips on
capturing business objectives, implementation methodology,
Centers of Excellence, performance tuning and more
4Provide feedback to Pega product managers on the product
direction of SmartBPM, Customer Process Manager and Pega
frameworks
4Test drive the value-add products, technologies and services
available from Pega partners exhibiting in the Technology and
Partner Pavilion
4Network with your industry peers during post-conference
Special Interest Group sessions
4Learn about BPMS, Business Intelligence and Services Oriented
Architecture during the pre-conference workshop by BPM expert
and author Dr. Setrag Khoshafian – one of last year’s most popular
speakers
4Largest BPM event of its kind from the BPM market leader
– hundreds are expected to attend
®
PegaWORLD2007.com

Welcome to
PegaWORLD 2007...
where attendees will find tremendous value in
thought-provoking keynote presentations and
case studies, in-depth and interactive technical
and product sessions as well as exciting
networking events. Conference attendees will
also be able to engage with Pegasystems
executives, customers, leading industry analysts
and strategic partners.
Table of Contents
Conference Schedule 2
Conference Sessions 6
Keynote Speakers 17
Venue Information 18
Customer Appreciation Event 20
Registration Information 21
Sponsors 22
Pavilion Presentation Schedule 22
Table of Contents 1
PegaWORLD

PegaWORLD 2007 Conference Schedule
Conference Schedule2
Sunday, October 28 Pre-Conference Sessions
9:00 am – 8:00 pm Registration Tuscan Ballroom Foyer
10:00 am – 12:00 pm Benefits of Using the Pegasystems Methodology for Agility and Ligurian II
Continuous Improvement
Presenter – Mike Bentley, Course Development Manager, Pegasystems

10:00 am – 12:00 pm Designing your System for Enterprise Reuse: Designing Your Ligurian III
Enterprise Class Hierarchy
Presenter – Jeff Vande Wege, Senior Instructor, Pegasystems

12:00 noon – 1:00 pm Lunch Citrus Piazza
1:00 pm – 5:00 pm SmartBPM 2.0 – BPMS, BI, and SOA: What is it all About? Tuscan Ballroom I
Presenter – Dr. Setrag Khoshafian, Vice President, BPM Technology, Pegasystems
6:00 pm – 8:00 pm Welcome Reception Harbor Piazza
Monday, October 29

7:30 am – 8:15 am Breakfast Citrus Piazza
8:30 am – 10:15 am Day One Keynote Speakers Tuscan Ballroom III & IV
8:35 am – 9:20 am Alan Trefler, CEO and Chairman, Pegasystems
9:20 am – 10:15 am Innovation: Oxygen for Business Growth
MasterCard Worldwide
Roy Dunbar, President, Global Technology & Operations
10:30 am – 11:30 am General Session Tuscan Ballroom III & IV
Driving Business Transformation through Transaction Lifecycle Management
BlueCross BlueShield of Minnesota
Laurie Clark, Vice President, Business Design and Enterprise Transactions
11:30 am – 1:30 pm Partner and Technology Pavilion Venetian Ballroom III, IV &V
12:30 noon – 1:30 pm Lunch Citrus Piazza
1:45 pm – 5:15 pm Breakout Sessions
5:30 pm – 7:00 pm Reception: Partner and Technology Pavilion Venetian Ballroom III, IV &V
7:00 pm – 10:00 pm Customer Appreciation Event Universal Studios

TechnologyCustomerCaseStudyCustomerCaseStudyTechnologyCustomerCaseStudy
Breakout Sessions Monday
1:45 pm – 2:45 pm Customer Presentation Tuscan Ballroom I
Royal Bank of Canada
The Strength from Within – a Global Centre of Excellence Tuscan Ballroom II
HSBC, Presenter – Duncan Kime, Customer Engagement Manager for Group Workflow
and Document Management Solutions
Lean BPM for Accelerated Success Ligurian I
Helphire Group plc
Presenter – Richard Edwards, Managing Director of IT
Re-Use of Business Rules in Multi-State, Multi-Channel Solutions Ligurian II
Presenter – Steve Bixby, Senior Product Manager, Pegasystems
Top Tips for Improving the Customer Experience & CSR Effectiveness Ligurian III
Presenters – Amy Bethke, Director of Product Management, Pegasystems and
Neal Beliveau, Senior Product Manager, Pegasystems
3:00 pm – 4:00 pm Seizing New Market Opportunities with Agile Technology Tuscan Ballroom I
Computer Sciences Corp. (CSC)
Presenter – Andy Anderson, Vice President
Driving Operational Efficiency and Effectiveness Across Multiple Lines of Tuscan Ballroom II
Business Using SmartBPM
Presenter – Linda Baril, Vice President
Live Locally, Serve Globally – A Customer’s View Ligurian I
Citi Markets and Banking, Global Transaction Services (GTS)
Presenter – David Strong, Director
Build for Change®
by Capturing Your Business Objectives Ligurian II
Presenter – David Vidoni, Product Manager – BPM, Pegasystems
Making the Most of Pega’s SmartBPM Auto-Generated User Interface Ligurian III
Presenters – Chris Young, Sales Consultant, Pegasystems and
Carsten Rust, Sales Consultant, Pegasystems
4:15 pm – 5:15 pm Customer-Centric BPM at Starwood – Building a Transformative Business Platform Tuscan Ballroom I
Starwood Vacation Ownership
Presenter – Ian Cole, Vice President of Strategic Technology
Reusability of BPM Driving Multiple Project Successes Tuscan Ballroom II
SunTrust Banks Inc.
Presenters – Trace Fooshee, Process Consultant and Chris Caspersen, Process Lead
Achieving Security, Compliance and Automation in Less Than Two Months Ligurian I
ViPS
Presenter – Joseph Kostakis, Manager
Power Tools for New Product Introduction: Pegasystems Product Configurator Framework Ligurian II
Presenters – Brian McCabe, Sales Consultant Manager, Pegasystems and
Carl Hibshman, Product Manager – Product Configuration, Pegasystems
Rich Customer Experience: SmartBPM on the Web Ligurian III
Presenter – Don Schuerman, Sales Architect Manager, Pegasystems
Technology
PegaWORLD2007.com

PegaWORLD 2007 Conference Schedule
Conference Schedule4
Tuesday, October 30

7:00 am – 8:15 am Partner and Technology Pavilion Venetian Ballroom III, IV &V
8:30 am – 9:15 am Day Two Keynote Speakers Tuscan Ballroom III & IV
Bringing BPM to the Enterprise – Vision and Practice
Daryl C. Plummer, Managing VP, Chief of Research and Chief Gartner Fellow
9:15 am – 10:00 am SmartBPM Latest and Greatest Tuscan Ballroom III & IV
Kerim Akgonul, Vice President, Product Management and
Russell Keziere, Senior Director, BPM Marketing
Breakout Sessions Tuesday AM
10:15 am – 11:15 am Creating a Backbone for Enterprise Services Tuscan Ballroom I
Nationwide Services Company (Nationwide Insurance)
Presenters – Patrice Bordon, Director and William Miller, Vice President
Applying SmartBPM Technology to Support the London Insurance Market Tuscan Ballroom II
Xchanging
Presenter – Jonathan Bradshaw, Managing Director, Implementation

Removing Risk in a High-Risk Business Ligurian I
PharmaCare Management Services (CVS/Caremark)
Presenter – Ralph DiNinno, Vice President, Business Applications Development
Taking BPM Global: New Localization and Internationalization Capabilities Ligurian II
Presenters – Karen Zelevinsky, Software Engineering Manager, Pegasystems and
Chris Young, Sales Consultant, Pegasystems
SmartBPM Centers of Excellence Ligurian III
Presenter – Jo Hoppe, Vice President & CIO, Pegasystems
11:15 am – 12:30 pm Partner and Technology Pavilion Venetian Ballroom III, IV &V
12:30 pm – 1:30 pm Awards Luncheon Citrus Piazza
Breakout Sessions Tuesday PM
1:45 pm – 2:45 pm IBM & Animal Health (DEFRA) Tuscan Ballroom I
Presenter – Dr. Ann Nolan, Transformation Director, Animal Health (DEFRA)

Driving Productivity in Insurance Policy Management Tuscan Ballroom II
BNP Paribas Assurance (Cardif)
Presenter – Amal Sud, Information Officer
Modernizing Healthcare Claims Administration Leveraging SmartBPM Ligurian I
Virtusa & NASCO
Presenters – Michael J. Price, Director, Consumer and eBusiness Solutions, NASCO and
Baskar Mohn, Program Manager, Virtusa
CustomerCaseStudyTechnologyCustomerCaseStudy

TechnologyTechnologyCustomerCaseStudy
Breakout Sessions Tuesday PM
1:45 pm – 2:45 pm Expediting Rollout with Automated Testing Ligurian II
Presenters – Kim Griffin, Senior Product Manager, Pegasystems and
Kerim Akgonul, Vice President of Product Management, Pegasystems
Designing High Performance SmartBPM Applications Ligurian III
Presenter – Ian Fitzpatrick, Senior Technical Support Engineer, Pegasystems
3:00 pm – 4:00 pm BPM meets BPO Tuscan Ballroom I
Satyam & Resolve
Presenters – Adam Fariello, IT Director, Resolve Corporation and Sreejit Pavithran, IT Program Manager, Satyam
Process Data Change Management with PegaRules Tuscan Ballroom II
Cognizant & AMD
Presenter – Juergen Sieberg, Project Manager, Factory Automation, AMD
Customer Presentation Ligurian I
Aspire / Her Majesty’s Revenue and Customs
Implementation Approach and Best Practices Ligurian II
Presenter – Frank Apap, Technologist, Pegasystems and Brian Ratcliff, Engagement Leader, Pegasystems
Monitoring and Analyzing SmartBPM System Performance Ligurian I
Presenter – Stephen Carr, Technical Solution Director, Pegasystems
4:15 pm – 5:30 pm General Sessions Venetian Ballroom III & IV
Panel Session: Design for People – Build for Change®

Featuring – Connie Moore, Forrester Research with Tom Vicknair, JPMorgan Chase;
Gary Plotkin, The Hartford; and Bill Dow, AIG
5:30 pm – 5:45 pm Closing Remarks – Alan Trefler, CEO and Chairman, Pegasystems Venetian Ballroom III & IV
5:45 pm Conference Concludes
Wednesday, October 31 Post-Conference Sessions
8:30 am – 9:30 am Production Innovation Hot Seat Session – Kerim Akgonul, Vice President, Tuscan Ballroom I
Product Management, Pegasystems
9:30 am – 11:30 am Insurance Special Interest Group Michelangelo Room
Healthcare SIG Tuscan Ballroom II
Banking & Capital Markets SIG Bernini Room
PDN DaVinci Room
PegaWORLD2007.com

PegaWORLD 2007 Conference Sessions
Conference Sessions6
Pre-Conference Sessions
SUNDAY, October 28
Pegasystems will be offering a number of pre-conference sessions as an additional value for PegaWORLD 2007 attendees. We will
be offering sessions for Business Architects and Systems Architects to enhance your knowledge and maximize your Pega solutions.
Please register early as there are a limited number of seats available.
Business Architect – Benefits of Using the Pegasystems Methodology for Agility and Continuous Improvement
Presenter – Mike Bentley, Course Development Manager, Pegasystems
In this session we will examine each stage of the Pegasystems methodology, describe how best to achieve a positive ROI and
discuss the characteristics of a good implementation project.
Systems Architect – Designing your System for Enterprise Reuse: Designing Your Enterprise’s Class Hierarchy
Presenter – Jeff Vande Wege, Senior Instructor, Pegasystems
Your SmartBPM class structure defines how you reuse rules across your applications. Designing it correctly is fundamental to
building enterprise-level SmartBPM solutions. During this course, you will examine the Pegasystems Best Practice Enterprise
Class Hierarchy. More importantly, using an extended example, you will learn the steps required to build and apply this class
structure to any company and its SmartBPM applications.
SmartBPM 2.0 – BPMS, BI, and SOA: What is it all about?
Presenter – Dr. Setrag Khoshafian, Vice President, BPM Technology, Pegasystems
This four-hour workshop is designed both for those new to BPM or for those looking to plan their next BPM project. Attendees
will learn the basic concepts and components of BPM Suites. You will also learn how organizations are taking advantage of
the latest trends in BPM to add more intelligence, decision support, and alignment of business goals and policies with their
process improvements to directly affect ROI.
Conference Sessions
MONDAY, October 29
Innovation: Oxygen for Business Growth
Roy Dunbar, President, Global Technology & Operations
In the opening decade of this millennium, innovation is the oxygen that catalyzes growth and achievement. What happens when
you pump innovation—in the form of process improvements and high-value technology—into your systems? You ignite a powerful
chain reaction that can propel your company through ascending orders of competitive advantage. The first order brings notable
benefits: diminishing costs, lower error rates, and improvements in productivity. But visionary leaders at every level do not stop
there. They understand that these advancements merely set the stage for truly powerful results. Process and technology innovations
can fuel your company’s competitive advantage well beyond these basic improvements.

Driving Business Transformation through Transaction Lifecycle Management
BlueCross BlueShield of Minnesota (BCBSMN)
Presenter – Laurie Clark, Vice President Business Design and Enterprise Transactions
The healthcare industry is going through real transformation. By investing in new technologies, collaborating with partners, and
building on standardized data & transaction sets, healthcare organizations have begun to transform their business and respond to
growing demands for customer focus. BlueCross BlueShield of Minnesota is a pioneer in this transformational movement.
To support its strategic vision, BCBSMN has created a “Common Transaction Framework” that takes the complexity out of back
office processing. This Framework, a constellation of common services and components used for transaction and data-sharing, has
been successful in bringing BCBSMN new capabilities to meet and exceed its customers’ expectations.
This session highlights how BCBSMN:
Created a common framework for all transaction processing within the enterprise;
Uses the enterprise transaction framework across different transaction types (pharmacy claims, enrollment & billing);
Ensures success through the development and integration of internal business process expertise and the oversight of a rules
management office;
Achieved dramatic productivity improvements; and
Plans to implement the strategy throughout the organization.
Customer Presentation
Royal Bank of Canada
The Strength from Within – A Global Centre of Excellence
HSBC
Presenter – Duncan Kime, Customer Engagement Manager for Group Workflow and Document Management Solutions
HSBC has an objective to be the world’s local bank – acting globally but delivering locally. Large organizations often struggle to
maintain control over IT development and business delivery in multiple locations. HSBC has invested in a workflow Centre of
Excellence to deliver effective BPM solutions across many regions, businesses and technologies. Strong architectural guidelines
promote specific BPM standards within a specialist Centre of Excellence framework to ensure consistent solution delivery and
ultimately gain value from re-use and collaborative working.
The presentation will explore:
The reality of designing and developing processes across an extensive global environment;
How workflow solutions can be re-used across a diverse business; and
Using a service backbone for IT development and business delivery.
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“The focus on the client experience and their implementations
made the conference very informative.” — PegaWORLD2006 Attendee

Lean BPM for Accelerated Success
Helphire Group plc
Presenter – Richards Edwards, Managing Director of IT
Helphire has effectively applied lean manufacturing techniques to a major Pegasystems SmartBPM implementation for this leading
UK Financial Services organization. The approach has improved the quality of delivery while at the same time delivering quantifi-
able benefits. But the techniques deployed come with caveats and lessons learned. As a leading proponent of agile methods and
with the experience of having helped create some of the most widely used IT development and project management methods in
use today, this presentation will combine a discussion of theory and practice and how they intersect in the real world.
In this session:
Learn the importance of change management
Hear how lean manufacturing principles and tools can be applied to other types of organizations; and
Discover the lessons and experiences of contracting for uncertainty
Re-Use of Business Rules in Multi-State, Multi-Channel Solutions
Presenter – Steve Bixby, Senior Product Manager, Pegasystems
The architecture of Pegasystems is designed to handle the definition and management of applications that allow for specialization.
This specialization can be based on aspects about the customer that the application is serving. For example, an application can
identify the special needs of a “Gold Level” customer in Texas, applying for a product offering through a Web-based access vs.
“Gold Level” customer in Indiana applying for the same product via an agent. As a result of attending this session, you will see
how the system provides facilities to manage the different ways to handle the customer request based on individual circumstance,
enabling companies to provide the highest level of customer service while promoting re-use.
Top Tips for Improving the Customer Experience & CSR Effectiveness
Presenters – Amy Bethke, Director of Product Management, Pegasystems and Neal Beliveau, Senior
Product Manager, Pegasystems
Looking for ways to increase both customer satisfaction and service efficiency? Join this session to learn top tips for delighting
customers, improving the productivity of customer-facing staff, and rapidly deploying intent-driven service processes. This session
will also highlight recent and planned enhancements to Pega’s award-winning customer service solution, Customer Process
Manager (CPM).
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“Interaction with other Pega clients was extremely beneficial
– and hearing the experiences of other organizations was quite
helpful … Every session I attended had relevant information
for us.” — PegaWORLD2006 Attendee

Seizing New Market Opportunities with Agile Technology
Computer Sciences Corporation (CSC)
Presenter – Andy Anderson, Vice President
With the passage of the Medicare Modernization Act (MMA), the U.S. federal government took an important step towards offering
seniors a broader set of health insurance options including, for the first time, prescription drug coverage. Contracts were awarded
in August 2005 and phone lines were opened in October, leaving barely 3 months to start-up Prescription Drug Programs (PDPs).
One of the top performing PDPs today is Community Care RxSM, a collaboration of MemberHealth Inc (MHRx) and Computer
Sciences Corporation (CSC). CSC purchased and deployed Pegasystems BPM as a corner stone of its PDP operational strategy and
as a means for staying agile to handle the on-going complexity and transformation of their business.
This session highlights how CSC continues to take BPM to the next level, finding new ways to handle complexity, grow market
opportunities, and reduce risk in a rapidly changing business including:
Implementing BPM in less than 3 months to handle its enrollment operations - growing over a million members within its first
6 months to become the 4th largest PDP in the country
Extending its BPM implementation to customer service activities – handling 1.5 million calls in its first six months
Creating high value customer service - with MemberHealth, garnering the Wilson award for #1 PDP plan for Customer
Satisfaction in the nation
Expanding BPM for continuing improvement in operating efficiencies, and
Maintaining program compliance with detailed federal requirements that continue to change and grow
Driving Operational Efficiency and Effectiveness Across Multiple Lines of Business Using SmartBPM
Presenter – Linda Baril, Vice President
JPMorganChase (JPMC) has a 23-year history with Pegasystems. For JPMC Treasury Services, it became essential to migrate from
the Pega mainframe in order to reduce operating costs, increase responsiveness to the needs of the business, improve customer
service, and take advantage of new developments in the industry.
Using SmartBPM, JPMC will be able to:
Implement workflows to support straight-through processing (STP) for investigation handling
Leverage the new SWIFTNET Exceptions and Investigations standards to improve customer service and achieve STP for
investigation handling
Provide a single, integrated, global Know Your Customer system (Strategic Know Your Customer – SKYC) for use by both its
Treasury and Investment Bank divisions
This session will highlight how JPMC has:
Implemented a rules-based approach
Capitalized on workflow capabilities to automate operational processes
Achieved robust reporting by incorporating Business Objects
Leveraged its existing internal infrastructure
Integrated with various customer reference, transaction processing, and onboarding systems
JPMC will also discuss its experience with the first SWIFTNet E&I transmission, and future plans for SmartBPM within
its operations.
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Live Locally, Serve Globally – A Customer’s View
Citi Markets and Banking, Global Transaction Services (GTS)
Presenter – David Strong, Director
What does it take to serve a global customer? Industry trends show that customers are rapidly shaping the definition of true global
service. With a global network spanning over 100 countries, Global Transaction Services (GTS), a business unit of Citi Markets and
Banking, is a leading provider of cash management, trade, and securities services, to financial institutions, corporate clients and
the public sector around the world. With this unique perspective, and the power of Pegasystems SmartBPM, Citi is proving it can
“live locally, service globally.”
In this session:
Learn about industry trends shaping the service space
Review barriers and pathways that define true global service
Learn how to solve real-world service challenges through a best in class, global, multi-product, service and exception
processing platform.
Build for Change®
by Capturing Your Business Objectives
Presenter – Dave Vidoni, Product Manager – BPM, Pegasystems
SmartBPM provides facilities that manage the conception and elaboration of business objectives, use cases, and involved parties
of mission critical solutions, directly in the system. This allows for a collaborative environment to define the system requirements
and quickly build supporting solutions. During this session, you will learn the methodology for hands-on collaborative initiation
of projects.
Making the Most of Pega’s SmartBPM Auto-Generated User Interface
Presenter – Chris Young, Sales Consultant, Pegasystems and Carsten Rust, Sales Consultant, Pegasystems
This session will explore how to build easy to use applications, which require little training. See how the latest tools in SmartBPM
can help your organization build compelling end-user screens that manage navigation, validation and intent-driven processing.
Customer-Centric BPM at Starwood Vacation Ownership - Building a Transformative Business Platform
Starwood Vacation Ownership
Presenter – Ian Cole, Vice President of Strategic Technology
The vacation ownership industry has seen double-digit growth over the last decade, with no signs of slowing. This growth, fueled
by the acquisition of vacation ownership companies by branded hotel companies has led to increasingly flexible products for the
consumer. These products allow the consumer to vacation in a variety of destinations, both within the company’s internal network
as well as external options such as hotel frequency programs or external exchange companies.
As Starwood Vacation Ownership looked for technical solutions to provide the agility needed to power this growth, they selected
Pega SmartBPM to provide both BRE and BPM capabilities.
In this session:
Learn how Starwood Vacation Ownership evaluates new application development requirements for their fit with the Pega
SmartBPM application
Hear about Starwood Vacation Ownership’s first SmartBPM project from the Project Manager and the knowledge gained from
that project
Learn how Starwood Vacation Ownership is developing their resources to implement and support the SmartBPM application
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Reusability of BPM Driving Multiple Project Successes
SunTrust Banks Inc.
Presenters – Trace Fooshee, Process Consultant, and Chris Caspersen, Process Lead
Atlanta-based SunTrust provides deposit, credit, trust, and investment services to a broad range of retail, business, and institutional
clients. As a market leader in some of the highest growth markets in the United States and selected markets nationally, the compa-
ny’s Enterprise Business Process group turned to Pegasystems to support its drive to meet service excellence, revenue growth and
operations effectiveness goals across channels, products and lines of business. Initial applications of Pegasystems Build for Change
technology include a new online account opening process, and a fraud and anti-money laundering detection and investigations
backbone helping to manage compliance with the Bank Security Act, USA Patriot Act and other regulations.
In this session, you will hear:
SunTrust’s vision for an Enterprise Business Process strategy and how they are organized to deliver on it
How SmartBPM with Build for Change technology supports this cross-enterprise strategy with collaboration and re-use
The specific advantages of using a BPM approach to develop a Fraud and Anti-Money-Laundering Investigation Case
Management Backbone and on-line Account opening solution
The roadmap for future applications of BPM technology across the organization
Achieving Security, Compliance and Automation in Less Than Two Months
ViPS
Presenter – Joseph Kostakis, Manager
ViPS, a wholly owned subsidiary of HLTH corporation providing technical solutions, strategic consultation & service integration
for government & commercial healthcare payers, had aggressive deadlines to develop mission critical systems to support new
administrative programs for the Centers for Medicare and Medicaid Service (CMS). The systems had to be highly scalable, highly
available, highly secure, fully redundant and compliant with all federal requirements. ViPS met their aggressive deadlines and
achieved a secure, compliant, automated system providing on-line registration, application, payment, and payment reconciliations
for program participants.
This session highlights ViPS’ use of Pega and details how ViPS successfully met federal security and architectural standards within
exacting deadlines, including:
Achieving compliance with the CMS 3-zone architecture consisting of firewall separated presentation, application and data
zones
Ensuring security and privacy for all web-based access to the system
Deploying new technology within an environment that required system flexibility and agility due to undefined and evolving
program requirements
Power Tools for New Product Introduction: Pegasystems Product Configurator Framework
Presenters – Brian McCabe, Sales Consultant Manager, Pegasystems and Carl Hibshman, Product
Manager – Product Configuration, Pegasystems
Product Configurator, a SmartBPM-based Framework, provides the definition of new product offerings quickly and efficiently.
It can easily define components of products that can be shared with other products, and can manage the offering and pricing
efficiently and effectively.
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Rich Customer Experience: SmartBPM on the Web
Presenter – Don Schuerman, Sales Architect Manager, Pegasystems
By reaching out to your customers and providing self service options through the power of the web, you enable better interaction
with your customers by providing transparency into your company’s business processes. Learn the technology behind exposing
SmartBPM solutions to the web and building for the cross-browser user base.
Conference Sessions
tuesday, October 30
Bringing BPM to the Enterprise – Vision and Practice
Daryl C. Plummer, Managing Vice President, Chief of Research, and Chief Gartner Fellow
BPM is more than just technology, although picking the right BPM Suite is important. It is about people and methodology and a
willingness to work together and actually transform the way business is done. In his keynote address, Daryl Plummer will help
you to understand how to become aware of and overcome some of the key obstacles that stand between you and the success you
can achieve.
SmartBPM Latest and Greatest
Presenter – Kerim Akgonul, Vice President, Product Management, Pegasystems and Russell Keziere,
Senior Director, BPM Marketing, Pegasystems
Pegasystems is recognized as the leader in BPM. But what does that mean for SmartBPM going forward? In this presentation,
attendees will hear about the latest release of SmartBPM while learning about the features, functions and benefits of this world-
class technology.
Creating a Backbone for Enterprise Services
Nationwide Services Company (Nationwide Insurance)
Presenters – Patrice Bordon, Director and William Miller, Vice President
Nationwide is one of the largest multiple line carriers in the US and within two years with Pegasystems have achieved several
key goals through the successful implementation of BPM. Within the Personal Lines Division, Pega is used to provide underwriting
rules services and as the basis for managing rules changes and deployment. This presentation will discuss a targeted new applica-
tion of Pega.
In this session, you will:
Understand Nationwide’s success to date in utilizing BPM
Hear about expanded use of Pega as the foundation and backbone of rules and process management to be deployed across
the enterprise
Learn what prior lessons have taught Nationwide
Listen to their future goals for BPM as a critical component of their continuous improvement initiatives
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Applying SmartBPM Technology to Support the London Insurance Market
Xchanging
Presenter – Jonathan Bradshaw, Managing Director, Implementation
Xchanging is fast growing, international pure-play BPO company performing complex business processes to blue chip customers.
Amongst these customers are the many brokers and insurance companies of the London Insurance Market. This market is undergo-
ing radical change as legacy processes handling $84 billion of claims and premium transactions annually are reformed to create a
fully electronic market. Xchanging has chosen Pegasystems SmartBPM as its group standard BPM technology and this technology
now is used to handle all electronic claims and premium transactions in the London Insurance Market.
In this presentation, you will:
Understand the criticality of BPM technology to the success of Xchanging’s operations
Hear why Pegasystems SmartBPM was selected as the right solution for Xchanging
Learn how Xchanging is applying BPM technologies to meet the challenges of the London Insurance Market today and in
the future
Hear lessons learnt to date from the Xchanging director responsible for implementation of this technology
Removing Risk in a High-Risk Business
PharmaCare Management Services (CVS/Caremark)
Presenter – Ralph DiNinno, Vice President, Business Applications Development
Calculating and dispensing correct dosages of specialized medicines for compromised patient populations is the epitome of high-
risk business. Inconsistency and inaccuracy in such situations affects more than just customer satisfaction and cost of business – it
can truly be a matter of life or death. The CVS/Caremark organization, America’s largest pharmacy chain with a leading pharma-
ceutical services company, needed to eliminate risk from their pharmaceutical dosage calculation and dispensing business; they
found their solution in SmartBPM.
This session highlights the risks and results of CVS/Caremark’s successful deployment including:
Creating common objectives and processes two months after the merger of their two separate organizations
Meeting 30 day deployment requirements
Taking BPM Global: New Localization and Internationalization Capabilities
Presenters – Karen Zelevinsky, Software Engineering Manager, Pegasystems and Chris Young, Sales Consultant,
Pegasystems
New capabilities within SmartBPM completely streamline localization of applications in record time so that solutions can be
extended to staff and customers throughout the world. This session offers take-away techniques on how to use a new wizard that
can identify strings to be localized, package them for translation along with screens to show the context in which they are used
and ultimately import the translated strings. Other session highlights include a new inspector that allows developers and testers to
easily update or add translations and a tool to list all the places where a particular string is used.
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SmartBPM Centers of Excellence
Presenter – Jo Hoppe, Vice President, CIO, Pegasystems
If you have completed one or more SmartBPM projects and are considering establishing a SmartBPM Center of Excellence (COE)
within your corporation and/or line of business, this presentation is for you. In this session, Pega will provide you with a detailed
blueprint on how to establish a SmartBPM Center of Excellence. Topics will include how to organize, staff, and govern Centers of
Excellence; how to empower and enable business-led project teams; how to utilize best practices and sound project methodology
to promote agility and ensure project team success; how to set up your COE to capitalize on reuse; and how to operate, manage,
and maintain an effective line of business Center of Excellence.
IBM & Animal Health (DEFRA)
Presenter – Dr. Ann Nolan, Transformation Director, Animal Health (DEFRA)
Driving Productivity in Insurance Policy Management
BNP Paribas Assurance (Cardif)
Presenter – Amal Sud, Information Officer, BNP Paribas Assurance Netherlands (Cardif Nederland)
BNP Paribas Assurance (Cardif), the insurance arm of BNP Paribas, has a vision to use a Build for Change methodology across
multiple areas of its business – policy administration, process management, and global application consolidation among others.
With BPM, this vision is coming to fruition as Cardif is moving from the modification of endless lines of code to implement the
smallest business change to embracing an agile environment. This session will address just how this leading insurer is bringing the
vision into reality by using SmartBPM.
In this session, attendees will:
Hear how Cardif intends using BPM technology to address multiple issues across its organization
Learn about Cardif’s operational automation goals with BPM
Discover the impact that the implementation of such technologies has on the organization
Modernizing Healthcare Claims Administration Leveraging SmartBPM
Virtusa & NASCO
Presenters – Baskar Mohn, Program Manager, Virtusa Corp. and Michael J. Price, Director, NASCO
NASCO is a health care claims servicing company founded by BlueCross and BlueShield plans in 1987. Today, NASCO
provides services to plans in over 20 states, processing more than 140 million claims annually for over 10 million members.
Their infrastructure has matured over time on their highly scalable and stable mainframe platform. NASCO is involved in a
transformation effort to enhance their velocity and agility in meeting marketplace needs.
NASCO engaged Pegasystems and Virtusa to build, implement, and maintain their first SmartBPM implementation based on
Pegasystems Healthcare Payer Framework to create a more agile environment overlaying the mainframe to better service the plans
in their client portfolio. This session will present the challenges the business was required to meet and the solution approach along
with the results and lessons learned in rolling out an initial SmartBPM application.
4
4
4

Expediting Rollout with Automated Testing
Presenters – Kim Griffin, Senior Product Manager, Pegasystems and Kerim Akgonul, Vice President,
Product Management, Pegasystems
Our latest release of SmartBPM provides a robust set of capabilities to define, organize, manage and execute functional and unit
test cases directly in the system. These features provide a means to introduce changes into systems quickly and accurately, by
automating the testing process and eliminating manual test case capturing and execution. During this session, you will also learn
different approaches to creating a test plan which will enable end-users to efficiently manage and execute changes.
Designing High Performance SmartBPM Applications
Presenter – Ian Fitzpatrick, Senior Technical Support Engineer, Pegasystems
This session is targeted primarily toward Lead System Architects, Development Managers and System Administrators. It focuses
on a number of advisory and diagnostic features within the SmartBPM development environment that along with tips and best
practices can and should be used proactively to design, develop, configure and deploy optimized applications.
BPM meets BPO
Satyam & Resolve
Presenter – Adam Fariello, Resolve Corporation, IT Director and Sreejit Pavithran, IT Program Manager
Learn how a major BPO in Canada uses Pega SmartBPM to streamline their business processes to achieve operational efficiency.
“Process” is the heart of any BPO services organization. The success of any BPO vendor is directly proportional to the efficiency of
the processes it executes to serve its customers. In late 2006, a BPO major in Canada was faced with the challenge of establishing
effective controls for managing its business processes as a result of its continued business growth. This challenge combined with
increasing audit and compliance requirements made it imperative for the organization to look for ways and means to have a more
holistic approach to managing business processes and thus – BPM meets BPO.
The architected solution automates several manual processes that existed at that time, removes redundancy in the existing
processes and also ties the solution to the company’s existing infrastructure that managed content providing not only a return on
investment but also return on information. The solution seamlessly integrates and interacts with the existing core business applica-
tion thereby leveraging on existing IT investments.
In this case study you will learn:
How Pega SmartBPM can be used to create quick wins – a 90 day implementation
How SOA is put to use for convergence of Process and content
How data segregation is used to address the security and privacy needs for managing multiple portfolios on a shared
infrastructure
Process Data Change Management with PegaRules
Cognizant & AMD
Presenter – Juergen Sieberg, Project Manager, Factory Automation, AMD
Aspire / Her Majesty’s Revenue and Customs
4
4
4
PegaWORLD2007.com

Implementation Approach and Best Practices
Presenters – Brian Ratcliff, Engagement Leader, Pegasystems and Frank Apap, Technologist, Pegasystems
Members of Pegasystems’ senior delivery organization will discuss how Pega’s implementation methodology successfully delivers
solutions in conjunction with different life cycle models and technologies.
Monitoring and Analyzing SmartBPM System Performance
Presenter – Stephen Carr, Technical Solution Director, Pegasystems
This session is targeted primarily toward System Administrators, Lead System Architects and System Managers and focuses on
a number of features within the SmartBPM run-time environment that can and should be used to actively monitor and answer
questions around system performance and scalability.
Panel Session: Design for People – Build for Change®
Featuring – Connie Moore, Forrester Research with Tom Vicknair, JPMorgan Chase; Gary Plotkin, The Hartford; and
Bill Dow, AIG
Connie Moore is Forrester’s vice president and research director, concentrating on business process management. She is also a key
contributor to Forrester’s mission to convert IT to BT or business technology, by showing how new build for change technology is
helping organizations build solutions that are designed for people. Connie will show how this new approach to business solutions
combines the yin of procedural flows with the yang of declarative intent and desire, to create a “whole brain” experience.
After Connie’s presentation she will conduct a round table discussion with three leading practitioners on how they have brought
these two sides together, and what it means to design for people and build for change.
Post-Conference Sessions
wednesday, October 31
Product Innovation Hot Seat
Presenter – Kerim Akgonul, Vice President, Product Management, Pegasystems
Join us for a discussion on what features and functionality are planned for the upcoming release. Attendees will have an
opportunity to ask questions about future release capabilities in a live question and answer format.
“… Relevant speakers, excellent corporate representation … and
the case studies were terrific. I loved the Forrester presentation
and panel discussion … it was great.” — PegaWORLD2006 Attendee

17
PegaWORLD 2007 Keynote Speakers
Keynote Speakers
W. Roy Dunbar is president of the Global Tech-
nology and Operations Group at MasterCard World-
wide, where he oversees the company’s strategic
processing platform, global network, and quality of
operations.
From the group’s headquarters in St. Louis, Mr.
Dunbar also serves as a member of the MasterCard
Policy and Operating committees. With broad expe-
rience in technology, sales, marketing, product de-
velopment, and general management, he is respon-
sible for enhancing the technology and processing
capabilities of MasterCard for its customers around
the world.
Mr. Dunbar was appointed to his current po-
sition in September 2004, following a 14-year ca-
reer at Eli Lilly, where in his last position, he was
president of the company’s Intercontinental Region.
In that role, he was responsible for Eli Lilly’s opera-
tions in Africa, the Middle East, the Commonwealth
of Independent States, Asia, Latin America, and
the Caribbean. Prior to that, he was Eli Lilly’s vice
president of Information Technology and chief in-
formation officer. With a staff of more than 2,700
technology professionals, Mr. Dunbar oversaw
information-systems projects aimed at shortening
product-development cycles, enhancing knowledge
management, increasing productivity, and improv-
ing customer relationships. He is credited with hav-
ing led Eli Lilly to rank as the most innovative user
of technology in the pharmaceutical industry, and in
2003, Information Week named him Chief Informa-
tion Officer of theYear.
Apart from MasterCard, Mr. Dunbar is a mem-
ber of the board of directors of Humana Incorporat-
ed and of EDS Corporation. He is also on the board
of the Executive Leadership Council Foundation.
Born in Jamaica and raised in England, Mr. Dunbar
graduated from Manchester University in the United
Kingdom with a degree in pharmacy. He later re-
ceived a master of business administration degree
from Manchester Business School.
Roy Dunbar
President, Global Technology & Operations
Daryl Plummer manages the Emerging Trends
group in Gartner and is a primary analyst in software
infrastructure. He is responsible for research in In-
ternet platforms and Web services, applications de-
velopment, application integration and middleware,
emerging trends and technologies, and enterprise
architecture. Mr. Plummer also manages the Gartner
Fellows program, which is designed to allow senior
analysts the opportunity to explore new research
ideas and to elevate the Gartner culture and brand
with clients.
With Gartner for 10 years, he has more than 25
years of experience in the IT industry. Prior to join-
ing Gartner, Mr. Plummer was division director and
technology coordinator for the State of Florida’s De-
partment of Management Services. Mr. Plummer was
also data center director of theTechnology Resource
Center, one of the largest data centers in Florida. In
this capacity, he managed the introduction of state-
wide client/server systems and methodologies. He
was instrumental in the creation of the state’sTCP/IP
network and designed and implemented the Florida
Communities Network — Florida’s economic Inter-
net presence.
Daryl holds a B.S., Architectural Engineering
Technology from Florida State University, a M.S.,
Computer Science from Florida State University and
a M.S., Math-Computer Education.
Daryl Plummer
Managing Vice President, Chief of Research, and Chief Gartner Fellow
Gartner
Connie is a vice president and research direc-
tor, concentrating on business process management
and workflow software, information and knowledge
management, and all aspects of enterprise content
management. This includes Web content manage-
ment, document management, and knowledge
management.
Connie came to Forrester through its acquisi-
tion of Giga Information Group. She has more than
20 years of experience in the IT industry and had
been with Giga since it began in 1995. Prior to join-
ing Giga, Connie managed BIS Strategic Decisions’
European IT Consulting Group, headquartered in
the United Kingdom. Before joining BIS, Connie was
vice president of product marketing at TDC (now
part of BancTec), a manufacturer of high-end docu-
ment capture systems. She also was a manager with
Andersen Consulting (now Accenture), specializing
in document management, document imaging, end
user computing, and local area networks (LANs).
Earlier, Connie was with Wang Laboratories, where
she managed the technical support resources for the
US Department of Defense and other government
agencies. She began her career in IT and manage-
ment at Mathematica Policy Research.
Connie has chaired 10 Business Process and
Workflow conferences in Europe and the United
States during the past six years, was co-chair of the
Leveraging Knowledge conference, and has served
as a director of AIIM International, the premier asso-
ciation for the document management industry. She
has also been the lead judge in Giga’s Excellence
Award program for document management, work-
flow, and knowledge management, and she has
contributed chapters to several of the Excellence in
Practice books on workflow software implementa-
tions.
Connie holds a B.A. in political science and his-
tory from East Carolina University and an M.B.A. in
information systems from George Washington Uni-
versity.
Connie Moore
Vice President, Research Director
Forrester
PegaWORLD2007.com

PegaWORLD 2007 Venue Information
Venue Information18
Portofino Bay Hotel
, a Loews Hotel
Experience la dolce vita...the sweet life...in this
breathtaking re-creation of an Italian Riviera
seaside village – the Portofino Bay Hotel at
Universal Orlando, a Loews Hotel. Stroll the
cobblestone streets of the sun washed harbor
piazza, gelato in hand. Play a friendly game of
bocce ball. With eight dining options, you’ll find
yourself saying buon appetito before every meal!
PegaWORLD 2007 Hotel Accommodations
Your conference registration fee does not include
accommodations. Pegasystems has secured a block of
rooms at the rate of $209 per night plus applicable taxes.
You must make your reservations with the hotel directly by
contacting the hotel at 1.407.503.9276 or within the US at
1.866.360.7395, before Friday, Oct. 5, 2007 at 6 pm EDT.
Reservation requests received after the cut-off date will
be accepted based on availability at the group rate.
All reservations not guaranteed by advance deposit
or appropriate credit card guarantee are subject to
cancellation.
Subject to availability, the Hotel is offering the group rate
three (3) days before and three (3) days after the conference;
provided such reservations are guaranteed to the Hotel and
are subject to applicable cancellation policies.
The Portofino Bay Hotel has:
Beautifully appointed guest rooms and suites with all
the amenities a business or leisure traveler needs:
4A World-class, full-service Mandara Spa and
fitness center
4Three themed swimming pools
4Onsite shopping with a variety of art galleries and
boutiques
4Access to the area’s finest golf courses
4Campo Portofino®
supervised children’s activity
center
4Portofino Bay Hotel guests receive exclusive
benefits including:
4Universal Express Ride Access
4Complimentary on-site transportation via
water taxis or shuttle bus service
4Priority seating at select Universal Orlando®

theme park restaurants

Venue Information 19
Additional Hotel Accommodations
In addition to the room block at the Portofino Bay Hotel,
Pegasystems has added a small room block at the Hard Rock
Hotel®
Resort, the perfect mix of funk
and just plain fun. Attendees can make hotel reservations
directly by contacting the hotel at 1.407.503.9276 or within
the US at 1.888.273.1311. You must make your reservations
by Friday, October 5, 2007 at 6 pm EDT. Reservation
requests received after the cut-off date will be accepted
based on availability at the group rate. All reservations not
guaranteed by advance deposit or
appropriate credit card
guarantee are subject to
cancellation.
Airline Discounts
Pegasystems is also pleased to offer a travel discount with
American Airlines and AirTran for attendees.
4American Airlines, please contact within the
US 1.800.433.1790 with authorization number:
A39H7AK. For international travelers, please visit
www.aa.com for airline reservations.
4Air Tran, please contact 1.866.683.8368 with event
code number: MCO 102807
Airport Ground Transportation
Ground transportation options are available for transfers
between the airport and hotel:
4Taxis are located outside baggage claim and are
available throughout the day without reservations.
4Mears Transportation provides sedan transfers and
Share Ride shuttles. Reservations can be made online
at www.mearstransportation.com.
Passport and Visa Requirements for International
Delegates Traveling to the USA
As of October 26, 2004, Visa Waiver travelers from all 27
Visa Waiver Program countries must present a machine-
readable passport at the U.S. port of entry to enter the U.S.
without a visa, otherwise a U.S. visa is required.
Time Zones
In October, Orlando, Florida will be under U.S. Eastern
Daylight Savings Time which is -4 hours from Greenwich
Mean Time.
Weather
Averages for October in Orlando, Florida USA
Avg Avg Record Record
High Low Mean. High Low
Oct 83°F 64°F 74°F 95°F (1971) 39°F (1989)
Oct 28°C 18°C 23°C 35°C (1971) 4°C (1989)
Voltage Requirements
The electric voltage in the USA is 120V (60 Hz). Small
electrical appliances and laptops may require a transformer
and converter, please check your manufacturer’s guide for
recommendations.
PegaWORLD2007.com

Customer Appreciation Event20
PegaWORLD 2007 Customer Appreciation Event
Join us on Monday evening, October 29th from 7:00 to 10:00 pm as we explore
The Lost Continent®
at Universal’s Islands of Adventures®
. Explore an ageless
land of ancient myths and epic legends. Ride Dueling Dragons®
,
the world’s first inverted, dueling roller-coasters.
An event not to be missed!
Monday, October 29
The Lost Continent®
at Universal’s
Islands of Adventures®
Customer Appreciation Event

Registration Information 21
PegaWORLD 2007 Registration Information
Group Registration
Contact Pegasystems@meetingexpectations.com or phone
866-479-6436 or 404-760-2820 to register groups of 5 or
more.
Standard Registration
July 1, 2007 to September 30, 2007
$795
Late Registration
October 1, 2007 to October 28, 2007
$995

Pre-Conference Sessions
Enables attendee to attend any/all sessions. Pre-Registration
Required.
$200
Evening Event Guest Fees
Child: $50
Adult: $125

Substitution Policy
An organization may substitute one attendee for another at
any time prior to October 26, 2007. You may log in using
your email address and password and make the substitution.
Online registration will be open until Friday, October 26,
2007. If you are interested in registering after this date, you
will need to register onsite in Orlando, FL.
Registration Hours and Location
Registration will be located in the Tuscan Ballroom Foyer,
Level 1, where you can obtain conference name badge
and materials. The following are the dates and times the
registration desk will be open:
Sunday, October 28 9:00 am - 8:00 pm
Monday, October 29 7:00 am - 5:00 pm
Tuesday, October 30 7:00 am - 5:00 pm
PegaWORLD2007.com
“The Conference was well timed, well executed, completely
professional … Great speakers and a visionary CEO, too!
I’ve specialized in BPM and process improvement … and it’s
exciting and refreshing to see a company that has created a
tool to facilitate this effort. You guys really ‘get it.’”
— PegaWORLD2006 Attendee

Pegasystems would like to thank the following sponsors for their contributions to the
conference. Be sure to join us in our Technology and Partner Pavilion where we will be
showcasing the latest products and services from these organizations. This list is as of
October 2, 2007.
Platinum Sponsors
Gold Sponsors
PegaWORLD 2007 Sponsors
& Pavilion Presentation Schedule
©2007 Pegasystems Inc. SmartBPM and Build for Charge are registered trademarks of Pegasystems Inc. All rights reserved.
Sponsors & Pavilion Presentation Schedule PegaWORLD2007.com22
PegaWORLD 2007 Pavilion Presentation Schedule
Come see presentations from the sponsors in our Mini-Theater located on the Technology and
Partner Pavilion.
Monday, October 29
11:40 am – 12:00 pm Virtusa
Virtusa’s Pega Competency – Leading Clients through the BPM Journey
Tarun Sharma, Vice President, Banking, Financial Services and Insurance
12:10 pm – 12:30 pm Satyam
The Road to Enterprise-Wide BPM
Michael Melenovsky, Vice President Consulting and Enterprise Solutions, Satyam
12:40 pm – 1:00 pm Cognizant
Process Prioritization – Beginning of the BPM Journey
Rajesh Goyal, Cognizant Technology Solutions, Project Manager – BPM Practice
1:10 pm – 1:30 pm IBM
Combining Pegasystems Software and IBM Technology to Automate and Change
Business Processes
5:40 pm – 6:00 pm Capgemini
Cost-Effective Modernization of Insurance Policy Applications with SmartBPM and the Web
6:10 pm – 6:30 pm Hostbridge
Tuesday, October 30
11:30 am – 11:50 am PrintSoft
Improving Automation and Control for Enterprise Correspondence with PrintSoft PegaDirect
Avi Greenfield, Director of Business Development, PrintSoft

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