Enterprise Content Management (ECM) Shirin Alavi

Transcription

1 Enterprise Content (ECM) Shirin Alavi Dec 2011

2 Objectives of this presentation Main concepts of Enterprise Content (ECM) Key tools and vendors in ECM area Overview of SharePoint 2010 Case Study of a large SharePoint 2010 implementation Wrap-Up and Recommendations 2

3 What is ECM? Enterprise Content the convergence of multiple content-related technologies into a more cohesive, integrated set of solutions. This convergence is driven by the increasing need in the business world, for integrated services to manage content of multiple types and formats. Information (IM) Holistic Framework Business Intelligence Measure, Analyze, Optimize BI Diagnostic Custom Data Warehousing Large Data Warehousing ERP Data Warehousing Advanced Business Intelligence Delivery Business Intelligence Sourcing Portals & Content Document Lifecycle Document Imaging Web Content Records Business Process Collaboration Enterprise Search Data & Architecture Structured Approach Master Data Meta Data Data Quality and Cleansing Data Service Provision Data Governance 3

4 Current Situation Many organisations lack a clear strategy around how their information should be managed Documents are stored on multiple platforms which can make it hard to find the latest version Simultaneous changes often don t merge Documents stored within deep levels of folder structures which makes them hard to find Complexity of setting permissions and controlling who can do what on current platforms Difficulty in maintaining versions and tracking the changes Page 4

5 What are the key functionalities of Enterprise Document? Document Types & Meta Data Versioning & Check in/out Document ID Check out & In Check out & In Creation Date Title Modification Date Status Description Owner Version: 1 Version: 2 Version: 3 Version Taxonomy Role Based Access Control Role: Bid Manager Group: Project ABC 5

6 Key Definitions Document Imaging Web Content Records Business Process Collaboration Enterprise Search Information Architecture Retention Policy The capability of capturing, storing, versioning, categorizing, editing, and retrieving critical business documents in a controlled and secured environment. The most mature of the content management technologies that provides the ability to digitally capture and electronically store all types of paper based information. The capability to create, store, retrieve, approve, aggregate, distribute, and leverage content targeted for delivery via multiple channels. The capability to track and file correspondence (e.g. letters, s, documents) for future reference and compliance to legal and regulatory requirements. The services and tools that support explicit process management including support for human and application-level interaction; enables end-to-end processing of business events, including management of all essential resources. Also referred to as workflow. The set of strategy, processes, and technologies enabling the flow of information inside an organization or between an organization and its external partners. Enables retrieval of dynamic and static information from a given enterprise s multitude of internal and external information sources through a single point-of-access. The capability that allows users to access information from disparate sources using intuitive language regardless of organization or system while providing context and an understanding of interrelatedness of information. Policy that defines how long documents can be retained in an organisation if they re not modified, and how long the retention period is for various document types. 6

7 Simplified Solution Architecture Business Applications Documents Knowledge Imaging Enterprise Content Enterprise Search People Profiles (Directory) Intranet/ Portal 7

8 Supporting Enabling Operating ECM based applications versus business application EXAMPLE Document based Applications Corporate Documentation Project Documentation HR Documentation Announcements & Appointments Policy & Process Documentation 1.0 IPD (Idea to Market) 2.0 Market to Lead 3.0 Lead to Cash 4.0 Issue to Resolution 5.0 Develop Strategy to Execute 6.0 Manage Client Relationships Departmental Documentation 7.0 Service Delivery 8.0 Supply Legal Documentation 9.0 Procurement 10.0 Manage HR 11.0 Manage Finances 12.0 Manage BT&IT 13.0 Manage Business Support Knowledge Collaboration Business Applications Invoice Contract ERP... Enterprise Content 8

9 ECM must supports CLIENT s business processes through two types of services Supporting Enabling Operating Document based Applications Business Applications 1.0 IPD (Idea to Market) 2.0 Market to Lead Using ECM capabilities to provide document Document Manageme management functionality nt based application s in support of business processes without business applications 3.0 Lead to Cash 4.0 Issue to Resolution 5.0 Develop Strategy to Execute 6.0 Manage Client Relationships 7.0 Service Delivery 8.0 Supply 9.0 Procurement 10.0 Manage HR 11.0 Manage Finances 12.0 Manage BT&IT 13.0 Manage Business Support Provide a back-end repository Business for formal Applicatio documents ns that are created within (business) applications Enterprise Content 9

10 Drivers for ECM adoption ECM is becoming an increasing priority for organizations due to the ever increasing volume of unstructured content created and shared within an organization. Organizations are in need of ECM to manage the 80% of enterprise information which is stored as unstructured data documents, scanned images, rich media, web pages, , etc. Pressure to increase revenue from new products and services and reducing costs by improving operational efficiency are increasing organizations ECM investments. Compliance regulations and litigation preparedness continues to drive ECM decisions within organizations. Com pliance Cost Reduction Integration Consolidation Business Agility Standardization 10

11 LEADING ECM TOOLS & VENDORS

12 ECM Market Trends Microsoft leading increasing client interest with several vendors in an unknown growth state. Adobe Alfresco Autonomy Open Text Oracle Additional vendors of increasing interest Hyland Software (ECM), Liferay (opensource Portal), Sitecore (WCM), PegaSystems (BPM), Kana (KM), Fatwire (WCM), Telligent (Collaboration), ATG (E-commerce), Exalead, FAST 12

13 EMC Documentum Overview Company Overview Documentum was founded in 1990 and is headquartered in Pleasanton, California. Documentum is a leading Document platform used in various global organisations Key features Strong recognised industry platform especially in the Document and Records space Proven track record in document management Uses Fatwire (now owned by Oracle) for it s web publishing capability Strong integration with Microsoft Office to seamlessly handle documents being saved to repository Expansive metadata and security model Built for enterprise scale, with clustering, replication & full security services Provides full text search functionality Whilst the product is very strong and scalable, implementing Documentum can be complex. Users complain about user interface being outdated and not user friendly 13

14 Alfresco Overview Company Overview Alfresco is the leading open source alternative for enterprise content management (ECM) customers across financial services, media/entertainment, manufacturing, government, publishing, education & healthcare. Enterprise customers in 43 countries. Key features Recognised leader in open source Web Content, Document and Records space Strong user interface and relatively simple setup compared to it s peers The product offers effectively plug and replace functionality with Microsoft SharePoint Minimal costs relating to licence acquisition and support contracts compared to peers Has a potential issue around search, but could be mitigated by purchasing an Enterprise search technology such as Autonomy Document provides a single unified repository to manage any content Documents, Images, Video and Audio, Provides an integrated collaboration environment to allow web teams to work together, Built for enterprise scale, with clustering, replication & security services, Includes powerful team tools include a document library, blog, wiki, calendar and simple workflow, Provides full text search functionality, Offer Enterprise Edition with enterprise standard service level agreements, Industry leading workflow capability with the new BPMN 2.0 BPM engine. Very new to the market and little experience so far implementing it 14

15 Microsoft SharePoint 2010 Company Overview Industry-leading collaboration tool that has recently made the move into offering full suite of ECM capabilities. Microsoft s platform for web-based collaboration, portals, and content management. Key features Leading industry platform in Web Content, Document and Records space which integrates well with Microsoft s product suites Offers consolidated intranet, extranet, and Internet sites on a unified platform Despite having taken almost a decade bringing up SharePoint to the functionality level now offered by the product, Microsoft now offer one of the most functionality complete platforms in the industry SharePoint now includes strong integration with the industry leading FAST enterprise search platform. Powerful enterprise search features allows users to search across multiple content stores as well as providing contextual search and people search Collaboration tools including wikis, social tagging and blogs Familiar user interface with support for web parts and cross-browser support 15

16 Magic Quadrant for Social Software in the workplace and Enterprise Content Collaboration (Social Software) ECM Both Microsoft and EMC are leaders. Both have different focus areas EMC is a niche player eroom is mainly used when Documentum is used a lot SharePoint 2010 will have more enterprise level functionality Based on several tools such as former Filenet Mainly SharePoint EMC provides a suite of different modules Mainly Lotus Notes based brary/2009-gartner-mq-social-software php 16

17 OVERVIEW OF SHAREPOINT

18 SharePoint (web)site Manage documents Custom build PowerPoint WebPart 18

19 SharePoint features Many of SharePoint features are Lists, for instance: Calendars, Announcements, Contacts, Issue Tracking, (Project) tasks, Surveys, Custom lists, Links Lists can be easily imported from Excel sheet A Library is a special list that holds documents or objects. Different libraries exist that hold: Documents, Assets, Forms, Pictures, Slides 19

20 Version history 20

21 Workflow (1) A task is open 21

22 Workflow (2) The task is about to be approved 22

23 Workflow (3) the task is approved 23

24 Declare as record Upload a document into a Template Site Select the document Click Declare as Record from the ribbon 24

25 Declare as record Record is now declared Written into a queue Will be picked up and written to TRIM Can be undeclared within 24 hours 25

26 Insights Every organization stores data in a variety of sources such as Excel and databases. SharePoint helps extract this data and present it for analysis and decision making. Excel Services: Empowers decision makers to publish, share, and manage Excel workbooks on a SharePoint site PerformancePoint Services: Increases visibility into key organizational objectives and metrics, and enables richer depth of analysis and insight KPIs Tables Charts 26

27 CASE STUDY Large Global Oil/Gas company

28 Case Study Intro & Problem Statement Client: Leading Global Oil/Gas company with 150,000 users around the world Problem Statement Content stored on a variety of platforms such as Livelink, SharePoint 2007, Shared Drives, Public Folders, Groove, Orchestra Users can t find their information Multiple versions of each file stored in various locations and hard to know which one is most recent. Users are lost in complex folder structures Livelink is perceived as slow and cumbersome Records activities adds to overall workload Users are poorly trained and don t know what to do Client is paying expensive fees for hardware, licenses and support of multiple platforms 28

29 Solution envisioned: What? Opt for one single platform to replace all existing platforms. This allows: All content to be stored in one central location accessible by all Check-out / in functionality that ensures changes don t get lost Versions of documents to be stored for tracking changes More efficient retrieval of information through advanced search and tagging functionality Client decided to use SharePoint 2010 as the single platform due to advanced ECM capabilities Use SharePoint 2010 for storing both data (documents) as well as applications (e.g. Contract management..) Use AvePoint as the migration tool for content from legacy stores (other potential tools were Tzunami and Metalogix) August

30 Solution envisioned: How? Use SharePoint 2010 in the clouds (BPOS) for all data and simple applications. Use a customised version of SharePoint (DCS) for more complex applications. Set-up a migration factory to enhance functionality available by AvePoint out-of-the-box More powerful information management through implementing following features: Template Sites Metadata and views replacing the use of folders Powerful search functionality through implementing FAST and metadata tagging 30

31 SharePoint infrastructure build 2011 User Request a community site MyRequest Site User enablement Delete site Change site.. Process Training BPOS Project Customized application SG2 SG4 Center Of Excellence Acceptance BPOS Integration Test FAST Search Satellites (on demand) MC Acceptance DCS Acceptance DCS DCS Most Confidential 31

32 Metadata Organize content with consistent categorization Metadata management to centrally manage metadata across sites Metadata can be used to identify, structure, discover and manage information Metadata-driven navigation helps to find documents in a specific location Metadata fields in documents improves information search 32

33 Metadata 33

34 Managed metadata 34

35 Document retrieval through metadata Search on metadata Filtering on metadata Grouping by Metadata

36 SharePoint Search Refine results Query completion Sorting on any property Related searches & people Document thumbnails Scrolling previews August

37 What is a Template site? Template Sites provide the metadata definitions for SharePoint Document Sites. They are based on enterprise business processes and are formally owned by a process owner Wave 0 IT Processes Wave 1 Enabling & Governing Processes Wave 2 Core Processes 37

38 Attributes defined in Template Sites Site Attributes: Site attributes are attributes that get a value at creation of the site Documents in the site inherit these attributes Site attributes are saved in different groups to Document Attributes Site attributes are pre-determined either by the Template Site definition or by the Site Owner at the point of site creation. End users are not be requested to fill in a value for these attributes. Site level attributes are only visible on View ; and are hidden on New and Edit (exception R1) Document Attributes: Document attributes are set per document. End-users are requested to fill in a value for process-specific attributes (often from pick-list) Document attributes can have a default value that the user can override. In addition to the mandatory document attributes it is recommended to have 3 processspecific document attributes per Template Site.5 document attributes is the maximum as the end-user is unlikely to fill in more information 38

39 Submission timelines User Enablement Site Creation Migration Self-Service (MyRequests) Self-Service (MyRequests) DIY Performed by User Migration Spec. Form - 6 weeks Migration Spec. Form* Migration Spec. Form* FACTORY List of Sites and Users - 6 weeks Cluster by Cluster Cluster by Cluster Supported by MIP Deployment User address -2 weeks* LoB in Bulk * Pending confirmation from T-Systems based on capacity 39

40 New Site Request Process Business Validation: Budget available? Content Correct? (Correct Migration Type? Correct template? Correct Site?) Site Creation Acceptance Criteria: Is Template Site ready? Engagement level appropriate? If Document Site, correct template selected? IT Business 40

41 Deployment Approach: Decoupling Migrations from clusters 1 Submit High Level Deployment Plan (Clusters) 2 Per cluster submit list of Sites and Users Site Creation: Cluster User Enabling: Cluster Migration: As requested MIP: Create sites and enable users OCE steps 3 Go-Live of Empty Sites Cluster Use Empty Sites Migrations: Form Form Form Form Form Form Form Submitted in July -6 weeks to Go-Live of cluster Go-Live of cluster 41

42 Migration Process Business Validation: Budget available? Content Correct? (Correct Migration Type? Correct template? Correct Site?) Engagement level appropriate? Migration Acceptance Criteria: Migration form complete? Is Template Site ready? Go-Live Readiness Criteria: Users enabled? Destination site collection will have at least 50% free after migration Business IT 42

43 How will you specify what to migrate? 43

44 Scheduling Go-Live date Interface allows business to approve dates proposed by factory Alternatively, business can choose migration schedule based on available slots 44

45 Migration Validation and Quality Assurance Migration Environment Verification Verify staging server and DocAve job plan execution Migration Content quality Summary Verification Verify critical elements like user group, site collection, document library, admin pages, etc. Migration Content quality Detailed Verification Detailed verification on a sample of data Verify in detail on site url, content type, document library/ list, metadata etc. Not a validation on all document Security Verification Verify the user and user group characteristics on the target Verify for documents, site, document library available in URL 4 5

46 WRAP UP & RECOMMENDATIONS

47 Value ECMS Overview Value proposition The real value will be here Leverage to external audiences & stakeholders Supply Side Departmental Web sites A surprising number of organisations are still here Many organisations are trying to be here HR + organisational news + common launch pad Standard platform Single Sign On Better search Consistent look & feel Better content mgt. Reduced IT cost Time & Effort Demand driven Productivity Revenue boost Innovation Time to competency Customer satisfaction Employee satisfaction 47

48 ECM Overview Recommended way forward Build and communicate a clear vision / roadmap Support reusability and reduce duplication of efforts across organisation leveraging business process management and workflow capabilities Bridge functional gaps to support team collaboration with emphasis on operations Reduce compliance issues (confidentiality, records management, etc.) for both regulated & unregulated parts of the business Integrate existing point solutions and provide one application development platform for content centric solutions Adopt modern way of working to appeal to younger generation of staff used to working online 48

49 Case Studies Key Lessons 1. Long term vision in place Provides guidance for decisions regarding Enterprise Document, Records, Knowledge and Collaboration Company level policies in place for Final Documents including formal appointment of records lead role 2. Road map in place Provides guidance to developments of tools and solutions Provides guidance for the development of support organization 3. Distinguish between different types of documents Working Documents Final Documents Knowledge Documents 4. Specific applications in the support of different types of documents and associated needs Collaboration (Working Documents) Enterprise Document (Final Documents) Knowledge (Knowledge Documents) 5. Centralized support organization in place 6. Full integration with business applications is not a priority 49

50 ECM Paths: From Document to ECM A typical customer journey Archiving File System Archiving Records Document Business Process Collaboration & Community Web Content Digital Asset Slide 50 50

51 ECM Paths: From ERP to ECM Typical customer journeys Web Content Digital Asset Document Capture and Delivery Document Data Access for ERP Vendor Invoice Business Process Archiving Records File System Archiving Archiving Repository Services for SharePoint Slide 51 51

52 ECM Paths: From SharePoint to ECM Typical customer journeys Repository Services for SharePoint Web Content Business Process Digital Asset Capture and Delivery Records Archiving File System Archiving Document Data Access for ERP Slide 52 52

53 Questions