What does Management Mean to You?

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1 What does Management Mean to You? by Tom Reding, CRM Principal, Information Governance

2 Tom Reding, CRM Principal, Information Governance Practice Tom Reding is a recognized authority on Knowledge, Content, Document & Records Management, Data Governance, Litigation Support and Privacy. In his role as a Principal in EMC s Information Governance Practice, Tom works with EMC s customers to help them solve their challenges with regulatory compliance, litigation support and privacy. Tom is a long-time member of ARMA, AIIM & NIRMA. Tom has received industry-wide recognition as an author, presenter and contributor to industry standards and guidelines. Prior to joining EMC, Mr. Reding spent over ten years consulting with Fortune 500 companies and public sector clients. Prior to that, Mr. Reding spent 25 + years practicing regulatory compliance and litigation support in some of those same Fortune 500 companies and federal agencies. Tom is a Certified Records Manager. 2

3 Proactive Management, ediscovery and Records Management Paving the Way to Good Information Governance 3

4 Paving the Way to Good Information Governance Introduction Cut Costs Simplify ediscovery Manage Risk Gain Visibility Looking Forward INFORMATION GOVERNANCE 4

5 Management ALSO CALLED: Administration, Management, Response Management, Mailbox Management, Response Management, Electronic Mail Management, e- Mail Administration DEFINITION: bankruptcy is an acknowledgement that your has become unmanageable and the decision to either purge your inbox and start afresh or, more radically, to renounce altogether. The origins of bankruptcy as a term are not clear. One of the earliest examples of the practice, whether identified as such or not, was by Stanford computer science professor Donald E. Knuth. Electronic Code of Federal Regulations defines Mail Management at: 5

6 Why Manage ? Facts The average corporate user sends/receives about 11 MB of data per day in This figure is expected to rise to about 15 MB per user, per day in 2014 (Source: Radicati) 80% of organizations restrict mailbox size through quotas (Source: Enterprise Strategy Group) 80% of ediscovery incidents involve (Source: Enterprise Strategy Group) Problem growth = high costs and compliance risk Evidence Unmanaged PST and NSF files High Storage Costs Poor Performance Slow Backup and Restores 6

7 Problems Related to Managing and Other Electronic Systems % Increasing message size 55% Increasing backup and restore times 51% Using as a knowledge store 41% Lack of messaging-related disk space 37% Mailboxes being overloaded 35% Enforcing an retention / deletion policy 35% Protecting intellectual property 30% continuity (making sure runs 24/7) 30% Lack of bandwidth 29% Osterman Research, Content Archiving Market Trends,

8 Who are the Management Stakeholders? Chief Financial Officer Corporate General Counsel Corporate Information Officer Corporate Compliance Officer Corporate Risk Manager Corporate Records Manager Administrator Storage Administrator IT Security Manager Human Resources (training) 8

9 Examples of different Management deployment models include: Outsourced Solutions or Cloud Service Models to include: Software as a Service (SAAS); Platform as a Service (PaaS; and Infrastructure as a Service (IaaS). Deployment Models for Cloud Solutions include: Public; Private; Community; and Hybrid. 9

10 Reduces storage requirements by as much as 50% and improve backup operations Retain only what you need & disposed of the rest Management Claims Improves performance & scalability by up to 60% and more Accelerates upgrades and migrations Improves the business user experience Offers next generation support for Cloud, SaaS, Virtualization, De- Duplication 10

11 Examples of different Management deployment models include: Traditional in-house deployment models include: Optimized Archiving Solutions Enterprise Content Management Solutions 11

12 Locations where is often Captured at include: Journal Servers (just in-side the orgs. firewall) Servers (Exchange / Domino) Desktop (Outlook / Notes) 12

13 Are all s in your organization considered equal from a retention standpoint? If the answer to this question is yes, I encourage you to evaluate case law on this matter. If the answer to this question is no, then you need evaluate which method of determining what is and is not a business record and if a business record (automated or manually), what kind of business record is it and what retention rule applies (again automated or manually). 13

14 INFORMATION GOVERNANCE 14

15 continues to be the dominant communications tool, file transport mechanism and content repository for most companies and corporate users. Osterman Research,

16 Users considering themselves pack rats when using for <120 minutes a day users considering themselves pack rats when using for >120 minutes a day Are you still using your system as a filing cabinet? Source: Osterman

17 Management to some is achieved with Archiving Software Archiving Software Proactively manage and dramatically reduce mail store sizes Reduce associated storage, network, and backup costs Optimize environment efficiencies Manage and optionally remove the need for PST/NSF files Improve readiness to deal with ediscovery, facilitate corporate governance, and manage overall business risk Quickly find and restore Quickly search ingested PST/NSF files Automatically and consistently enforce retention and disposition policies 17

18 Phased Approach to Management in the Context of Archiving Archiving offers four phased approach to managing mailbox size and retention as content ages Ingest A copy of is taken from the mail server either real time or by schedule Shortcut Part or all of an attachment or a message is removed from mail server, replaced with a pointer to the archive s copy Delete Message on the mail server is deleted Dispose Message in the archive is deleted 18

19 Archiving Features Real time, historical, or user directed message ingestion methods Find, ingest, and optionally eliminate personal mail files Automatic disposition based on centralized business policies Enterprise-wide single instancing Offline access Cache mode on/off Seamless end user experience for shortcutted messages Web based archive search Universal URL for Shortcut Support for mobile device access 19

20 Three Methods of Ingesting Real Time Ingest messages as they are sent & received Leverages journal facilities Scheduled Single task for historical messages Schedule recurring tasks for proactive management User Directed Users ingest messages on-demand Varying retention policies per folder Access from any client (desktop, mobile, etc.) EMC SourceOne Archive Infrastructure Tiered Storage 20

21 User Directed Archiving Create archiving activities that create User Archive Folders in end user mailbox Users simply drag & drop messages into folder area to enable ingestion Custom folders can be created Each configured folder can have its own retention Folder permissions can be set to enable Community capabilities 21

22 Eliminate Personal Archives Management offers two options for PST Ingestion: User Desktops Before Enterprise SAN Crawl network shares and ingest into the archive: Searchable from the web based search Used for ediscovery File servers Mail Servers Crawl network shares and ingest into the archive with client visibility: Maintain original PST structure in Outlook/OWA Shortcut as ingested Eliminates need for PST while providing seamless functionality User Desktops After Management Server Mail Servers Tiered Storage File servers 22

23 Managing Mailbox Growth CONSISTENT REPEATABLE Management offers phased approach to control mailbox sizes without restrictive mailbox limits Shortcut process leaves content on mail server but only a small fraction; still accessible via inbox Reduce primary storage requirement by approximately 60% Example: Content 90 days old Deletion remove from inbox; accessible with archive search Example: Content 2 years old 23

24 Anywhere, anytime, anyplace mobile access Seamless integration into Outlook & OWA Offline access to shortcut content Universal URL capability provides access to any other client Simple web-based search client 24

25 Archiving Results in Management Company Profile: Microsoft Exchange 40K + Mailboxes 40% of Employees outside of sales offices Publicly traded company NYSE - EMC Industry: Focus on information infrastructure with commitment to acting in a socially and environmentally responsible manner Goals for Archiving: Improve storage management Improve user experience Eliminate PST files Reduce discovery time and effort Results - Management Lifted restrictive mailbox quotas Eliminated PST file creation Reduced production storage requirements by 60% Cut discovery time from several days to minutes or hours Backup times reduced from hours to several hours (2-3) 25

26 Capture and File Content in ECM Repository Capture content in business context, as a natural part of daily workflows Microsoft Outlook Drag n Drop s (Single/multi select) Attachments Outlook Folders Files from desktop Microsoft Outlook Rules ECM Toolbar or Menu Send and Save ECM Toolbar or Menu Move/Copy Microsoft Outlook Copy/Paste Repository folders in Outlook Repository Platform Storag e 26

27 How do you see an ECM Repository inside Outlook? Exposing an ECM Repository inside Outlook 27

28 Proactively Manage Mailbox Sizes Mail Stores Archive Shortcut Delete Single Instance one copy of each original message, calendar item, etc. Tools: Historical Archive, Real time capture, User Directed Archive (UDA) Example: Archive all e- mail for Accounting Department in Real-time (journal) 28

29 Proactively Manage Mailbox Sizes Mail Stores Archive Shortcut Delete Leaves a small fraction on mail server; still accessible to users via mail database Tools: Local Replica, web search tool, Discovery Manager Example: Content 90 days old 29

30 Proactively Manage Mailbox Sizes Mail Stores Archive Shortcut Delete Remove from mail server; user access by searching the archive Tools: Web search, Discovery Manager Example: Content 2 years old Users can still easily access their old s. In fact, in many cases they can get them even faster because network performance is so much better - Network Security Administrator 30

31 User Impact of Shortcut Process Before 31

32 User Impact of Shortcut Process After 32

33 User Impact of Shortcut Process After 33

34 Historical Access to Archived Data 34

35 Why User Directed Archiving? Complement to traditional e- mail archiving capture methods Customer benefits: Replace personal archives Balance privacy requirements Flexibility in archive structure Support discovery searches, legal holds 35

36 User Directed Archiving: A Win-Win Scenario Users: Retain important business s in inbox Offline, anywhere access Administrators Centrally managed Corporate-enforced retention policies Configurable at folder-level based on business needs Storage management benefits De-duplicated Compressed Full text indexed 36 36

37 Centralize Administration 37

38 End User Environments Desktop Integration Outlook Notes Office Offline ipad MS Outlook Repository Offline Desktop ipad Lotus Notes Maximize productivity by leveraging known productivity tools. 38

39 Zone Management of Transient Should Delete! Auto Dispose short retention Working Content Can be kept make it easy Longer retention Records Must be kept Proper Retention & Governance Disposed by Records Management Solution 39

40 Zone Management of Comprehensive Management Provides proper declaration and classification of content while automatically disposing of transient, non-essential Automated Records Declaration Auto Classification With Human Oversight delivers operational efficiencies while enabling end-users to participate in the records management process Intuitive User Experience Increases end-user productivity while reducing the costs and risks associated with over-retention Zone Management of provides Enterprise Governance of content resulting in: Dramatic reductions in and storage management costs Improved ediscovery processes Enhanced legal, regulatory and business policy compliance Greater productivity for users 40

41 Automatic Disposition ROT: Redundant, Outdated or Trivial 95% of all is not accessed after 60 days Operational risk and litigation exposure if retained IT storage and management costs, being outpaced by explosive growth in data volumes Requires NO user action! Automatically, defensibly disposed based on your policies 41

42 Proper Retention and Governance of Record Content Important for legal, regulatory or corporate policy reasons Must be kept; retention and disposition varies Centrally managed by the organization as Records Auto classify s with human oversight Users apply classification with a mouse click 42

43 Improve the User Experience Active content important to users Comprised of business and personal content Arranged in the manner they work: filers and pilers, sweepers and keepers May evolve to ROT or records Self-managed the way each user works, with Configurable size and space policies for improved IT management 43

44 Example Configuration Dispose: Inbox at 180 Days Sent at 180 Days Calendar Items at 400 Days after event Tasks at 60 Days after Completed Manage: 800 MB quota 2 year retention Retain: Users Declare and Classify against the Company s Classification Schedule / File Plan Retention and disposition managed by centrally by Records & Info Mgmt Accessible by users Indexed for ediscovery 44

45 Classification Options Manual Automated Example: End-users are dictated policy, but not provided easy and fast tools for declaration and classification Example: Install software at the server to dispose of the unimportant, and classify the important Positives: Humans are most accurate (?) Low retention rate of <20% is achievable Positives: Consistency in effort Low on-going cost Good for consistent types of content, not (?) Negatives: Perceived productivity drain Participation may decline, causing reduced accuracy/consistency Negatives: Over-retention due to low thresholds, likely 50% or more retention Time consuming to train can vary and impact high reliability 45

46 Best of Both Worlds Manual Automated Auto-classification with Human Oversight Automate Records Declaration & Classification Make it visible Users are in control and can correct to over-ride the automated decisions 46

47 Discover and Act on Legacy Information File Intelligence Understanding what you have File System Server Intelligently Identify Records Migrate & Secure Records SharePoint Content Repositories File Intelligence Secure Repository + Retention Policy Personal Archives Notebook and Desktop 47

48 How File Intelligence Works Catalog Analyze Act Classify Search Report Crawl data sources Build index Metadata basic Metadata with document type Metadata with hash Deep crawl full text Deep crawl with classification Classify files based on metadata, keyword content, and pattern matching Age, owner, location, file type, etc. Business value, security risk, intellectual property, PII, PCI Analyze data with search and report tools Semantic search with Boolean, proximity, stemming, phrase support More than 30 pre-built reports out of the box Custom reports as needed Robust action set Move, copy, delete, retain, export, tag Policy-based actions One-time Scheduled Recurring 48

49 Process Flow for Legacy Info Capture Secure, Retain, Discover 3 1 File Intelligence 2 Content Capture / Archiving Enterprise Retention Electronic Discovery 4 RPS File Intelligence Crawl, Index, analyze, search, report information repositories in-place Take action upon the discovered information assets Examples: Decommission non-required information in-place, capture & classify records 49

50 Client Experience with File Intelligence ~24% of unstructured data is actively used ~48% is stale: not touched in 6 months ~18% are duplicates ~6% is unknown or orphaned ~4% is not business related - pictures Active, known, relevant Stale 24% 48% Cost to the Customer: It consumes expensive storage capacity It gets managed, backed up, replicated,... It poses serious legal & compliance risks It gets recovered equally in a DR scenario Duplicates Unknown 18% 6% Non-business 4% related * Results from 37 File Intelligence customer assessments Stale is defined as files not accessed or modified for 6 months 50

51 Analytics for ediscovery Full Case Management Workflow New case creation Assignment of lead attorney & reviewers Case specific collection & culling Legal case processing Document review & analysis Case Tracking Preservation Notification Collection Status notification to custodians Document Review Status Customize messages per matter Reviewer Workload Full tracking during hold notice lifecycle Reviewer Progress Tracking Automatic reminders Custodian or Proxy acknowledgment Keyword Hit Report Early case assessment throughout the ediscovery process Identify relevant, important data Analytics on relevant legal case data communication threads Prepare for FRCP meetings Legal Hold Notices Threading Custodian & Concept Analysis 51 51

52 INFORMATION GOVERNANCE 52

53 What do I do if I don t have a solution for Management? That state of ignorance is dangerous. Companies that are ill-prepared may face enormous e- discovery costs, if they have to scramble to meet urgent, court-ordered demands to produce information. Association of Certified E-Discovery Specialists (ACEDS), 4/

54 Paving the Way for ediscovery Management gives you a starting point to manage retention and a consolidated place to search for Source: EDRM.NET 54

55 Making ediscovery Repeatable ediscovery Solutions can guide you through the discovery, collection, culling, analysis of your archived data Source: EDRM.NET 55

56 Example: ediscovery Management 1. Discovery Management performs baseline ediscovery 3. Advanced analysis and review of data in legal hold folders 2. Results are placed into legal hold folder 56

57 Simplify ediscovery Matter identification with secure matter management Comprehensive collection and preservation of archived data Discovery Manageme nt Defensible processing, analysis, and review Flexible export 57

58 INFORMATION GOVERNANCE 58

59 The longer term solution to e-discovery issues is as part of an information governance strategy. Gartner's view is that any tactical e-discovery decisions that are made in 2010 need to be made with this longer term goal in mind. All the arrows are pointing in this direction, because the only way to clean up the mess, decrease the storage-related cost burdens, make individuals more productive and decrease the discovery cost and risk is to get better control of enterprise information. - Gartner, Archiving and E-Discovery: What to Do Next, 12/

60 Managing Risk Source: AIIM 60

61 What are Your Retention Policies? 61

62 The Retention Dilemma Message Server Convenience Copy Archive = Cost Effective Long Term Archive Automated or scheduled Single instanced Manage w/address rules Secure 10 yrs 6 yrs 62

63 Minimizing Risk, Achieving Compliance Manufacturing Healthcare Customer Care Human Resources Proactively monitor archive for compliance with policies and regulations 63

64 INFORMATION GOVERNANCE 64

65 You Will Need to Produce Content Produce for legal reasons Produce as part of a audit Use archived content Are you regulatory still using for pre- your instant discovery Ordered to produce messages system as a filing cabinet? Source: Osterman Research

66 Proliferation User Desktops Enterprise SAN Look Familiar? Servers File servers 66

67 User Desktops Management Server Tiered Storage Any Better? Servers File Servers 67

68 Gain Visibility into Files 68

69 Putting it All Together Collect Real-time Scheduled User Directed Archiving PST collection Management Server(s) Organize and Classify Address Rules Retention and disposal policies Unique ID for single instancing User/Admin searches Web-based search to access archive Full Text Index Optional indexing of messages, attachments Includes embedded and Zip messages (20 layers deep) Ability to set indexing policy at folder level Messaging servers NSF Collection Store Container Files Copy containers to Management server storage Write to archive storage device on set schedule Archive Messages Compression Create container files Various Storage Options ediscovery searches Search and collect content in archive for discovery searches Put on legal hold 69

70 Management should provide for: Seamless with platform No change to the standard mail template Messages archived in their native format Transparent to the end user Works seamlessly with the native Outlook & Notes clients, support Web Access Web search tool enables user self service and Single Sign-on Search tool easily integrated into the Outlook & Notes Clients Cost effectively store for long term retention Single Instance Storage Leverage tiered storage infrastructure Integrated with Records Management 70

71 Management Benefits Modular Consistent Repeatable Flexible Modular approach Apply to unstructured content throughout the organization Identify risky and obsolete information in-place Make sound decisions and policies Repeatable solution for response and readiness Reduce review costs up to 90% Set retention across all content Reduce costs by 50% or more Makes archiving smarter 71

72 Pervasive Information Governance INFORMATION GOVERNANCE 72

73 It s a Balancing Act Tools approach Respond, defend, remediate High costs each time Project-based Platform approach Prevent, detect and deter Tangible ROI Process-based 73

74 Conclusions Imperative to pursue Pervasive Information Governance Retain with a purpose Plan for e-discovery Be Proactive rather than Reactive in the Management of your But don t forget the legacy out there Capture what is needed, disposed of the rest Retain s and attachments together If necessary you can manage with different retention rules If managed separately, it will be a daunting task to reassemble 74

75 What about IM and Social Media? Keep that in the back of your mind as you are gathering requirements Don t obsess on it Need to walk before you run Most good Management Solutions can also handle IM & Social Media 75

76 Recommendations Continue to educate yourself and your organization on the options and values of various Management technology solutions Determine the best fit for your organization s culture Build a sound / defensible business case Collaborate when developing requirements 76

77 THANK YOU Tom Reding, CRM Principal, Information Governance

78 Additional Resources: EMC Webcasts & Websites emc-compliance.com emc.com/informationgovernance EMC Sponsored ARMA / Cohasset Records Management as well as AIIM Surveys EMC Pervasive Governance Product Information emc-compliance.com It s Copyright posted 2013 on EMC the Corporation. Resource/More All rights reserved. Info sections of these pages on EMC.com: 78

79 Additional Resources: Presidential Memorandum Background: ARMA Webcasts ARMA s GARP (Generally Accepted Record Principles), the GARP Maturity Model, GARP Health Checkup / Report Card EMC Webcasts & Websites emc-compliance.com emc.com/informationgovernance 79

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