20111115 - the business value of sharepoint maturity, as presented at enterprise 2.0 conference...

The Business Value of SharePoint Maturity

Presented at Enterprise 2.0 Santa Clara

16 November 2011

11/16/2011 - #spmaturity @sadalit #e2conf ©2011 Sadalit Van Buren 1

What’s In It For You?

In the Session • Gain a holistic sense of SharePoint as a platform & how you’re

using it (we’ll cover 5 competencies out of 11) • Benchmark against others via data and case studies Back at Work • Use the tools to do a full self-assessment • Build the organization’s strategic roadmap

– Create a more trustworthy, stable SharePoint environment – Achieve greater business process efficiency – Drive adoption, and have happier, more empowered users

• Gain a quantitative sense of progress by re-evaluating each year. • Contribute to a data model that will help answer larger questions

about where organizations are in their SP maturity by industry, number of years of use, etc.



Spoken: When I started with SP in 2002, as the PM of a project to replace my company’s homegrown Intranet, this is how it seemed: a new country to explore and develop, exciting, lots of potential.


Spoken: This is how the company’s leadership thought of SP – it’s all there for us, all we have to do is light it up. But when they found out that this was not the case…


Spoken: … this is how they thought of SharePoint. It’s a lost cause. Too much work. We might completely have to scrap what we’ve done, and start over. There were highly vocal naysayers of the project.


Spoken: I knew that it wasn’t a lost cause, but it would take a lot of work: we would have to lay the foundation, both technically and culturally…


Spoken: It would take a lot of time and resources…


Spoken: We might have to outsource some of the work, and we went through and evaluation of service vendors to find one who could help us.


Spoken: I knew I would have to find a way to bring the different departments, practices, and global offices together, to get agreement on some key decisions…


Spoken: I’d have to work closely with people, some of whom I didn’t get along with…


Spoken: I had the sense that that no matter what we built, it might not live up to people’s expectations of what a beautiful elegant Intranet should be…


Spoken: And I knew we’d have to train everyone – not just the end users but the content owners, administrators, help desk…


Spoken: There was a real risk that we’d all just kind of camp out on the intranet and do our own thing – get some work done there, but not truly commit or invest to its full potential…

11/16/2011 - #spmaturity @sadalit #e2conf

©2011 Sadalit Van Buren 16

Spoken: But I’m here to tell you that you can get to Rome – we did, and that SP Intranet I helped build is still in use today. I stayed with it for three more years, building and improving, and then I went into Consulting.

11/16/2011 - #spmaturity @sadalit #e2conf

©2011 Sadalit Van Buren 17

Spoken: That’s when I started to see that most companies went through the same stages and faced the same challenges – but they all thought they were unique in their journey! This is how the SP Maturity Model was born.

What It Is: A model that incorporates both solution and readiness competencies.

Publication

Collaboration

Business Process

Search

Core

People & Communities

Composites & Applications

Integration

Insight

Advanced

Infrastructure

Staffing & training

Customizations

Readiness


About the SharePoint Maturity Model

• Developed in Fall 2010 for the purpose of bringing a holistic view to a SharePoint implementation, and bringing standardization to the conversation around functionality, best practices, and improvement.

• Based on CMM and MS SP Pie • Starts at 100 rather than 0 • A framework rather than a formula • Does NOT currently cover:

– Public-facing websites – Compliance and regulatory issues – Visual design and branding – Cloud/online versions of SP

• Version 1 published 5 November 2010. • Vetted by hundreds of SP Community experts around the world,

from end-users to MVPs


SharePoint Level

Description

500 Optimizing

The particular area is functioning optimally and continuous improvement occurs based on defined and monitored metrics. ROI is demonstrable.

400 Predictable

The particular area is centrally supported, standardized, and implemented across the entire organization. Governance is defined and understood / followed.

300 Defined

The way the particular area is implemented is defined and/or standardized, but not in use across the entire organization. Governance is defined but may not be widely understood / followed. ROI is considered.

200 Managed

The particular area is managed by a central group (often IT), but the focus and definition varies by functional area, or is limited to a single area.

100 Initial

The starting point of SharePoint use.

Mat

ura

tio

n

Maturity Level Definitions


Maturity Often Varies Within An Organization

• Certain areas are better developed than others • Organizational requirements vary • Adoption can vary by group • Legacy issues can delay maturity


The SharePoint Maturity Model – 1 – Core Concepts


Level Publication Collaboration Business Process Search

500 Optimizing

Content is personalized to the user. Content is shared across multiple functions and systems without duplication. Feedback mechanism is in place for pages and taxonomy. Automated tagging may be present.

Collaboration occurs outside the firewall – i.e. with external contributors. Automated processes exist for de-provisioning and archiving sites.

Power users can edit existing workflows to adapt them to changing business needs on the fly. Users leverage data from BPM to optimize process, simulate on real data, clear bottlenecks, balance work across workloads. Users have visibility into the process and can provide feedback to process improvements. Business processes extend to external users.

Users understand relationship of tagging to search results. Process exists to create content w/no results. Automated tagging may be used. High volumes can be handled.

400 Predictable

Content is monitored, maintained, targeted to specific groups. Usage is analyzed. Digital assets are managed appropriately. If more than one doc mgmt system is present, governance is defined. Mobile access considered.

Collaboration tools are used across the entire organization. Email is captured & leveraged. The system supports promotion of content from WIP to final. Mobile access considered.

Workflow is a component of SP-based composite applications with connectivity to LOB systems. Users have access to process analytics and audit trails. Collaboration happens in the context of a work item as part of a dynamic, nonlinear business process (the “case”).

Content types and custom properties are leveraged in Advanced Search and/or refiners. Results are customized to specific needs, may be actionable.

300 Defined

Site Columns/ Managed Metadata standardize the taxonomy. Custom content Types are created. Custom page layouts & site templates are configured. Approval process is implemented. Incoming email activated for some lists/libs. Site Map is present. Some content targeted to groups.

Collaboration efforts extend sporadically to discussion threads, wikis, blogs, and doc libs with versioning. Site templates are developed for specific needs. Incoming email activated for some lists/libs.

Process is considered as a whole, rather than as automating functional tasks. Transition from procedural document workflow to orchestration of dynamic business process. SharePoint is becoming the BP platform, w/the introduction of 3rd party BPM tool to support more complex business rules.

Search results are analyzed. Best bets and metadata properties are leveraged to aid the search experience.

200 Managed

Custom metadata is applied to content. Templates standardized across sites. Lists used rather than static HTML. Multiple document mgmt systems may be present w/out governance around purpose.

Mechanism is in place for new site requests. Collaboration efforts are collected in document libraries (links emailed rather than documents).

Business processes are designed; some custom, departmental “no-code” workflows (SP Designer, Visio, or third-party tool) may be implemented to handle simple business rules (decision-based routing). .

Custom scopes employed to aid the search experience. More complex iFilters may be applied. Content may be federated. Search Center created.

100 Initial

Navigation & taxonomy not formally considered. Little to no checks on content. Folder structure re-created from shared drives. Content that could be in lists is posted in Content Editor WP. Out of box site templates / layouts are used.

Out of box collaboration sites set up as needed without structure or organization. No formal process exists for requesting a new site.

Business process is loosely defined. Out of the box SharePoint workflows (approval, collect feedback) leveraged sporadically. A doclib or list provides a central base of operations. Any workflow is document- vs. application-centric.

Out of box functionality for query, results, and scopes; PDF iFilter installed; some additional content sources may be indexed.

Mat

ura

tio

n

Maturation also occurs along this vector

Spoken: Today we’re just focusing on the Core Concepts plus one from Advanced, which is People and Communities. There are 11 competencies in all.

Business Process Considerations Underlie All Competencies


Business Process Considerations B

usin

ess Pro

cess Co

mp

etency

Self Evaluation Matrix – Filled-in Example

Publication Collaboration Business Process

Search People & Communities

Composites & Applications

Integration Insight Infrastructure & Admin.

Staffing & Training

Customizations

500 Optimizing

400 Predictable

300 Defined

200 Managed

100 Initial

36

Date of Assessment 1/29/11

Years the organization has used SharePoint 7

Current SP Version (year + standard or enterprise if known) SP 2010 Enterprise

# of users organization-wide 50

# of IT staff supporting SharePoint (combine part-timers & include vendors if they are a regular part of your team)

2.5

Organization’s Industry Professional Services

100

199 200

299 300

399 400

499 500

599

11/16/2011 - #spmaturity @sadalit #e2conf ©2011 Sadalit Van Buren

Data Model Examples

37 11/16/2011 - #spmaturity @sadalit #e2conf ©2011 Sadalit Van Buren

Publication

Level Competency End User Perspective

500 Optimizing


I see the content that is relevant to me. I can report a problem or make a suggestion about anything on the site.

400 Predictable


I see the content that is relevant to my department or location. I know that the content is fresh and regularly maintained.

300 Defined


When I navigate around the different sites, I know what to expect at each site. But I have no idea if the content is fresh or not.

200 Managed


I know how to use metadata columns. Could you just post this for me?

100 Initial


I know how to publish a document in SharePoint. I still get to use my network drive, right? And folders?

Presentation of content in SharePoint for consumption by a varied audience of authenticated users. Areas of focus include navigation, presentation of content (static vs. personalized), content organization and storage, customizations to the template, and approvals and workflow.


Publication

Level Competency End User Perspective

500 Optimizing


I see the content that is relevant to me. I can report a problem or make a suggestion about anything on the site.

400 Predictable


I see the content that is relevant to my department or location. I know that the content is fresh and regularly maintained.

300 Defined


When I navigate around the different sites, I know what to expect at each site. But I have no idea if the content is fresh or not.

200 Managed


I know how to use metadata columns. Could you just post this for me?

100 Initial


I know how to publish a document in SharePoint. I still get to use my network drive, right? And folders?

Presentation of content in SharePoint for consumption by a varied audience of authenticated users. Areas of focus include navigation, presentation of content (static vs. personalized), content organization and storage, customizations to the template, and approvals and workflow.


Dynamic and personalized

Static and unorganized

Standardized and Targeted

Maturity per Years of Use


Publication – 100-level example


Source: S. Van Buren

Publication – 500-level example


Source: Microsoft

Collaboration

Level Competency End-User Perspective

500 Optimizing

Collaboration occurs outside the firewall – i.e. with external contributors. Automated processes exist for de-provisioning and archiving sites.

I can collaborate with external contributors.

400 Predictable

Collaboration tools are used across the entire organization. Email is captured & leveraged. Work is promoted from WIP to Final which is leverageable. Mobile access considered.

I can collaborate using my mobile device.

300 Defined

Collaboration efforts extend sporadically to discussion threads, wikis, blogs, and doc libs with versioning. Site templates are developed for specific needs.

I can use different collaboration tools or site templates based on what I need.

200 Managed

Mechanism is in place for new site requests. Collaboration efforts are collected in document libraries (links emailed rather than documents)

I email links rather than attachments.

100 Initial

Out of box collaboration sites set up as needed without structure or organization. No formal process exists for requesting a new site.

We have a team site for the work we’re doing.

Multiple individuals working jointly within SharePoint. Areas of focus include provisioning & de-provisioning, templates, organization (finding a site), archiving, using SP’s capabilities (i.e. versioning & doc mgmt, task mgmt, calendar mgmt, discussion thread, surveys, workflow).


Outside the firewall

Team-centric, mostly doc storage

Cross-enterprise and fuller functionality

Collaboration – 100-level example


Source: S. Van Buren:

Collaboration– 400-level example


Source: Nielsen Norman Intranet Design Annual 2010

Business Process


500 Optimizing

Power users can edit existing workflows to adapt them to changing business needs on the fly. Users leverage data from BPM to optimize process, simulate on real data, clear bottlenecks, balance work across workloads. Users have visibility into the process and can provide feedback to process improvements. Business processes extend to external users.

Managers have a business process dashboard that allows them to see all work in progress as well as trends in demand. Processes are goal-driven with associated service level agreements. Operational data about the process is examined regularly by business analysts for potential improvements.

400 Predictable

Workflow is a component of SP-based composite applications with connectivity to LOB systems. Users have access to process analytics and audit trails. Collaboration happens in the context of a work item as part of a dynamic, nonlinear business process (the “case”).

We monitor business activities to understand what’s happening and identify potential hot spots. I went from using 7 different applications to a single one in order to get my work done. I can access my work from any browser-based environment, including those on mobile devices.

300 Defined

Process is considered as a whole, rather than as automating functional tasks. Transition from procedural document workflow to orchestration of dynamic business process. SharePoint is becoming the BP platform, w/the introduction of 3rd party BPM tool to support more complex business rules.

We understand the need to automate processes to improve how work gets done. The workflow can recognize me or my role, and fill in information about me (“my manager”). Process work is assigned to roles, not people

200 Managed

Business processes are designed; some custom, departmental “no-code” workflows (SP Designer, Visio, or third-party tool) may be implemented to handle simple business rules (decision-based routing). .

We use simple workflows for tasks like approvals within our department. I initiate tasks or report their completion in SharePoint.

100 Initial

Business process is loosely defined. Out of the box SharePoint workflows (approval, collect feedback) leveraged sporadically. A doclib or list provides a central base of operations. Any workflow is document- vs. application-centric.

There are workflows in SharePoint? What is a workflow? I know how to route a document for approval within SharePoint

Linked business activities with a defined trigger and outcome, standardized by SharePoint and/or custom automated workflow processes. Areas of focus include data (unstructured/structured), workflow, user security / roles, reporting and analytics, tracking / auditing, process modeling and simulation, and process optimization.

56


Analytics drive continuous improvements

There are workflows in SharePoint?

Applications consolidated, processes automated

Business Process – 100-level example




61

Source: Nielsen Norman Group Intranet Design Annual 2010



62

Source: Global360


Search


500 Optimizing

Users understand relationship of tagging to search results. Automated tagging may be used. High volumes can be handled.

Information finds me, based on the preferences I set. The more I tag, the better I (and others) will be able to find.

400 Predictable

Content types and custom properties are leveraged in Advanced Search and/or refiners. Results customized to specific needs, may be actionable. 3rd-party product may be used.

Advanced Search helps me filter content before I search for it. I can refine before and after searching.

300 Defined

Search results are analyzed. Best bets and metadata properties are leveraged to aid the search experience.

The definitive item in my search results is marked with a little star. We see where there are gaps in the content & have process for creating content to fill gaps.

200 Managed

Custom scopes and iFilters employed to aid the search experience. Content may be federated. Search Center created.

I can use SharePoint to search the intranet and our shared drives at the same time.

100 Initial

Out of box functionality for query, results, and scopes; some additional content sources may be indexed.

I can’t find anything. There’s Search in SharePoint?

The ability to query indexed content and return results that are ranked in order of relevance to the search query. Areas of focus include scopes, display of results, optimization, integration and connectors, and performance.


Content finds me based on the preferences I set

I use keyword search and don’t expect much from results.

I can filter queries and results

Search – 400-level example (query)



Search – 400-level example (results)



People and Communities


500 Optimizing

Users can edit certain profile data that writes back to AD or HRIS. MySites template is customized. Communities / conversations extend to external participants.

When I want to find an expert resource, I can search the profiles. External users can participate in affinity groups.

400 Predictable

Profile fields may integrate with LOB data. MySites are centralized (only one instance). Communities flourish under governance. Notion of subscription – to groups, topics, people. Org chart is dynamic.

I can subscribe to the things I’m interested in and the content will find me. My profile is automatically updated with business data (e.g. projects I’ve worked on).

300 Defined

Custom profile fields reflect company culture; photos are updated from central source. MySites rolled out to all users, supported, trained. Community spaces connect a particular set of users.

We have a company FaceBook, and community sites where employees come together based on affinity.

200 Managed

MySites rolled out to pilot groups or users. Out-of-box profiles implemented. Community spaces may be piloted.

I hear we’re getting this thing called MySites.

100 Initial

Basic profile data imported from AD or other source. MySites host not created. Manually-created org chart is published in SP.

I can see information about other users like email address and telephone number.

The human capital of the organization as represented in SharePoint by profiles, MySites, and community spaces (the virtual spaces that support particular areas of interest that may span or fall outside the organizational structure).


Unified Community Experience

Individual Needs

Availability of tools enterprise-wide

People and Communities – 100-level example

73



People & Communities – 500-level example



People and Communities – 500-level example



Spoken: Remember: you can get to Rome. You need to start small, and do proofs of concept and mockups as you progress on your roadmap. Use the Maturity Model as your guide.

Call to Action

• Fill out the session evaluation

• Fill out the SMM self-assessment! – www.sharepointmaturity.com

• Send me your data to help build a data model for everyone (your name & company name will remain anonymous.)

• Contact me (contact info on next slide)

– With Questions

– With Feedback

– If you’d like help assessing your SP implementation and learning more about how to get to greater SharePoint Maturity.


Thank You!

Sadie Van Buren

• Twitter: @sadalit

• LinkedIn: http://www.linkedin.com/in/sadalit

SharePoint Maturity

• Twitter: @SPMaturity

• http://www.sharepointmaturity.com

– Tools, templates, and resources


http://www.linkedin.com/in/sadalit



http://www.sharepointmaturity.com/




20111115 - the business value of sharepoint maturity, as presented at enterprise 2.0 conference...

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