Sistemi informativi per la gestione
della conoscenza
Sistemi Informativi Aziendali – A.A. 2011/2012
Sommario
1. Definizioni
2. Struttura di un ECM
A.A. 2010/2011 2 Sistemi Informativi Aziendali
Definizioni
Titolo della lezione
Obiettivo
A.A. 2010/2011 Sistemi Informativi Aziendali 4
Sistemi informativi in grado di gestire le informazioni
aziendali
© AIIM
Today…
Obiettivo
A.A. 2010/2011 Sistemi Informativi Aziendali 6
Sistemi informativi in grado di gestire le informazioni
aziendali
Terminologia assolutamente non standardizzata, notevoli
sovrapposizioni
CMS
Content
management
system
ECM(S)
Enterprise
content
management
system
DMS
Document
management
system
RMS
Records
management
system DAM
Digital asset
management
system
LMS
Library
management
system LMS
Learning
management
system
LCMS
Learning
management
system
KMS
Knowledge
management
system
Definitions (1)
A.A. 2010/2011 Sistemi Informativi Aziendali 7
Content management system (CMS)
Content management systems support the creation,
management, distribution, publishing, and discovery of
corporate information. Also known as ‘web content
management’ (WCM), these systems typically focus on online
content targeted at either a corporate website or intranet.
Enterprise content management system (ECMS)
An enterprise content management system consists of a core
web content management system, with additional capabilities
to manage a broader range of organisational information. This
often consists of document management, records management,
digital asset management or collaboration features.
Definitions (2)
A.A. 2010/2011 Sistemi Informativi Aziendali 8
Document management system (DMS)
Document management systems are designed to assist organisations to manage the creation and flow of documents through the provision of a centralised repository, and workflow that encapsulates business rules and metadata. The focus of a DMS is primarily on the storage and retrieval of self-contained electronic resources, in their native (original) format.
Records management system (RMS)
The Australian Standard on Records Management (AS 4390) defines recordkeeping systems as ‘information systems which capture, maintain and provide access to records over time’. This includes managing both physical (paper) records and electronic documents.
Definitions (3)
A.A. 2010/2011 Sistemi Informativi Aziendali 9
Digital asset management (DAM) system
Digital asset management (DAM) systems support the storage,
retrieval and reuse of digital objects within an organisation.
DAM differs from document management and content
management in its focus on multimedia resources, such as
images, video and audio. DAM also typically provides rights
management capabilities.
Brand management system
Brand management systems are specific applications of the
more general DAM category of products to the management
of advertising and promotional materials.
Definitions (4)
A.A. 2010/2011 Sistemi Informativi Aziendali 10
Library management system (LMS)
Library management systems provide a complete solution for
the administration all of a library’s technical functions and
services to the public. This ranges from tracking the assets held
by the library, managing lending, through to supporting the daily
administrative activities of the library.
Digital imaging system
Digital imaging systems automate the creation of electronic
versions of paper documents (such as PDFs or TIFFs) and are
used as an input to records management systems. By creating
electronic resources, they can be manipulated directly by the
records system, eliminating the need for physical filing.
Definitions (5)
A.A. 2010/2011 Sistemi Informativi Aziendali 11
Learning management system (LMS)
Learning management systems automate the administration of training and other learning. This includes registering students, managing training resources, recording results, and general course administration. Learning management systems are designed to meet the entire needs of professional trainers and other educators.
Learning content management system (LCMS)
Learning content management systems combine the capabilities of a content management system (CMS) with that of a learning management system (LMS). This allows them to manage both the content of the training materials, and the administration of the course itself.
Definitions (6)
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Geographic information system (GIS)
Geographic information systems (GIS) are special purpose,
computer-based systems for the capture, storage, retrieval,
analysis and display of spatial (location-referenced) data.
The KMS ecosystem
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KMS expectations...
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Document Management Records Management Web Content Management Workflow Document-Centric Collaboration
Struttura di un ECM
Titolo della lezione
© AIIM
Today…
© AIIM 17
What is ECM?
Enterprise Content Management
The strategies, methods and tools used to capture,
manage, store, preserve, and deliver content and
documents related to key organizational processes.
CAPTURE MANAGE STORE PRESERVE DELIVER
© AIIM 18
• ECM is not a single system
• ECM usually is a group of aligned systems
• ECM is about ‘unstructured’ information
• Used by humans
• Images
• Office documents
• Graphics and drawings
• Print streams
• Web pages and content
• Video
• Rich media assets
Unstructured information
• Processed by systems
• Databases
• Ordered data
• Sales and invoicing
• Accounting
• Human resources
Structured information
What ECM covers
General ECM Workflows
A.A. 2010/2011 Sistemi Informativi Aziendali 19
http://www.aiim.org.uk/publications/roadmap/index.asp
© AIIM 20
1. What is ECM?
14. Success
Factors 8. Metadata
& Indexing
13. Legislation,
Standards, Regulation
3. Store
4. Manage
5. Preserve
6. Deliver
7. Re-purposing
10. Search & Retrieve
11. Controls
& Security
12. Interfaces…
2. Capture
9.C
lassific
atio
n
ECM Concepts
Providers from various sectors
A.A. 2010/2011 Sistemi Informativi Aziendali 21
http://www.aiim.org.uk/Trade_Members_Listing_2.asp
© AIIM 22
2. Capture
• Capture - getting information from source into ECM system
ECM system
Capture
© AIIM 23
3. Storage
• Information Lifecycle Management
“A new set of management practices based on aligning the
business value of information to the most appropriate and cost
effective infrastructure”
• ILM is a new approach to operating the datacenter – Designed to address the top problem in the datacenter : complexity
– It is a business-driven management practice
– ILM is the framework through which we organize, instrument,
automate, and operate information and data services
– ILM is a process not a product
– Must account for regulatory compliance
Source: SNIA
© AIIM 24
3. Manage - Key ECM technologies
• Imaging
• Document Centric Collaboration
• Electronic Document Management
• Electronic Records Management
• Email Management
• Workflow & Business Process Management
• Web Content Management & Portals
• Digital Asset Management
• Information Organization & Access
© AIIM 25
3. Manage –
Document Centric Collaboration
• Collaboration is a working practice whereby
individuals work together to a common purpose to
achieve business benefit.
• Key features of collaboration tools are:
– Synchronous collaboration: online meetings and instant
messaging
– Asynchronous collaboration: shared workspaces and
annotations
• Many organizations are also looking at Free-form
Collaboration tools to improve collaboration and
reduce number of emails
– Social Networking tools, blogs, and wikis
© AIIM 26
3. Manage - Document Management
• DM is an electronic capability that manages
documents. Document can be defined as “recorded
information or object which can be treated as a
unit”.
• Key DM features are:
– Check In / Check Out and Locking;
– Version Control;
– Roll back;
– Audit Trail;
– Workflow
© AIIM 27
3. Manage
- Electronic Records Management
• An ERMS is an electronic
capability that helps in
the management of
records – both
electronic records and
physical records.
• Key ERMS features are:
– Declaration;
– Classification;
– Access Control;
– Disposition;
– Long-term preservation
• A Record is a Document that is…
– Required as proof of business decision
– Required for business continuity
– Required for legal or compliance reasons
• If in doubt – make it a record
© AIIM 28
3. Manage
- Web Content Management
• Web Content Management provides a set of procedures for managing content – from its creation or import to its archive and eventual destruction - that is destined for publication on the Web.
• The key features of web content management are: – Design and organise websites in order to provide users with
efficient and effective access to relevant and up-to-date content;
– Control and prepare the content ready for publication;
– Control the content evaluation and approval process prior to publication on the web site;
– Automate key parts of the publishing process. When web pages are being built dynamically by a content management system, manual testing may need to be undertaken to ensure that all components fit together properly prior to publishing.
© AIIM 29
• BPM techniques, methods and technologies enable you to identify and modify existing processes to align them with a desired (improved) future state.
3. Manage
– Business Process Management
Design &
Simulation
Services
Monitoring
Services
Process
Registry
Orchestration
(Workflow)
Engine
Rules
Engine
Integration
Services
Content / Data
Repositories
© AIIM 30
4. Preserve
• Storage media obsolescence
– Copy records to appropriate media before this becomes a
problem
• Media degradation
– Choose, store and protect
– Bit-wise checking
– Checksum calculation
• Format obsolescence
– Technology preservation
– Emulation
– Migration
– Exotic techniques
© AIIM 31
6-7. Deliver & Repurposing
Distribution channels – you can deliver content via:
• Paper
• Internet / Intranet / Extranet(s)
• Portals
• E-Mail (perhaps with attachments)
• Fax (automatically)
• Mobile phone (web enabled, or by SMS ‘texting’)
• Personal Digital Assistants (PDA)
• XML – for display and/or data transfers
• Instant messaging
• Web-casting and content streaming
• RSS
© AIIM 32
8. Metadata
• Example of metadata in MS Office 2007
• New “Document Information Panel” can be customized
by document type and brought front and center.
© AIIM 33
8. Metadata - types
One way to categorize metadata;
• Descriptive: Information describing the content used
for search and retrieval.
• Structural: Information that ties this item with
others, such as pages in a book, or the documents in
a case folder.
• Administrative: Information used to manage and
control access to the item.
Source: IMERGE Consulting
© AIIM 34
For humans, adding metadata means work
• Indexers may not see the ultimate benefit of metadata themselves
– Benefits tend to accrue to the enterprise and content consumers
• To be sure, clerical staff can be forced to index
– In some imaging systems, it is a specialized skill
• In other cases: “Not my job”
• Sometimes humans provide incomplete or inaccurate metadata
So a question arises:
• Is there a way to get machines to add metadata for us?
Source: Taxonomy Strategies
8. Metadata – manual process
© AIIM 35
Need to consider:
• Automatic classification tools exist, and have potential
– Auto-categorization software as well as some search engines can
attempt to classify content
– They still rely on an authoritative taxonomy or controlled vocabulary
– Typically need “training” to achieve minimally acceptable results
• But results are typically not as good as humans’
– Degree of human involvement becomes a cost/benefit tradeoff
Source: Taxonomy Strategies
8. Metadata – automated
© AIIM 36
9. Classification
Classification:
“the systematic identification and arrangement of
business activities and/or records into categories
according to logically structured conventions,
methods and procedural rules represented in a
classification system”
Source: MoReq
© AIIM 37
9. Classification - examples
Dewey Decimal
System
Personal
Classification
Faceted
Classification
CC
CC CC CC
CC CC CC CCCC CC CC CCCC CC
CC CC CC CC
© AIIM 38
9. Classification - benefits
1. Providing linkages between individual records which
accumulate to provide a continuous record of activity
2. Ensuring records are named in a consistent manner over time
3. Assisting in the retrieval of all records relating to a
particular function or activity
4. Determining security protection and access appropriate for
sets of records
5. Allocating user permissions for access to, or action on,
particular groups of records
6. Distributing responsibility for management of particular sets
of records
7. Distributing records for action
8. Determining appropriate retention periods and disposition
actions for records
© AIIM 39
9. Classification - issues
• Key issue in a new ECM environment is ease-of-use and performance for users – If users aren’t happy, environment won’t work
• Business Classification Scheme (BCS) design and deployment will have major impact on usability – BCS design and deployment must maximize
ease-of-use and performance for users
• Note - usability will also be affected by – Number of levels
– User interface
– Using ‘shortcuts’ or ‘favourites’
– Availability & quality of other retrieval tools
• e.g. a search engine
© AIIM 40
10. Search & Retrieval
Three main ways people look for information
• Pattern Matching (a.k.a., search) some particular
attributes in the sought after information
– E.g., words or phrases, proximity, etc.
• Navigation, or traversal – Finding a relevant asset that
is linked to other assets
– Traversing links looking at related information
• Classified or Categorized, organized by topic browsing
– Using classification taxonomies and related structured
organizations of information
© AIIM 41
10. Search & Retrieval
- Browsing
• Browsing is usually the first option
for users seeking information or
documents
– Desktop and enterprise file systems
– Content management system
repositories
– Intranets and Websites
• If users can’t find via browse, then
they resort to search
• Some users will go straight to
search
– This is partly generational
© AIIM 42
10. Search & Retrieval
- Search
• Search is an application or tool for finding information via search
term
– Not all search is “keyword” search
– Not all search is user-generated (many systems employ “canned”
queries)
• Search is omnipresent, and essential
– But: there is much ignorance about how search engines work
– Most end-users shouldn’t need to know; they just assume “magic”
• Advanced display techniques can blur the line between search and
browse
• Search is not a magic bullet or effective panacea for lack of
information organization
– Better-organized information will yield more effective search results
© AIIM 43
10. Search & Retrieval
- Search
Source: CMS Watch
© AIIM 44
10. Search & Retrieval
- Findability
Findability is the quality of being locatable or
navigable
• Information should be easy to discover or locate
• Information access is about helping users find
documents that satisfy their information needs
• Remember, someone may be looking for something
they’ve never seen or touched before
• Advanced information organization techniques can
support findability
– Thesauri, Ontologies, Topic Maps and Semantic Networks
– Faceted search and navigation
© AIIM 45
10. Search & Retrieval
- Content Finding Us
• Changing the paradigm
• Content finds the person rather than vice-versa
– Personalization: getting the right information to the right
individual
– Syndication, especially RSS, to distill content to its essentials
– Subscribing to content, to have it “pushed” to us when we
need it.
© AIIM 46
11. Security & Access Control
• Identification
• Authentication
• Authorization
• Encryption
• Digital signatures
• Audit trail
Key components of access control:
Mechanisms that help implement access control:
© AIIM 47
11. Security & Access Control
- Authoritative content
• Authenticity
– proof that the content is what we say it is
• Integrity
– proof that the content is complete and unaltered
• Reliability
– proof that the content belongs in the system
• Usability
– we can find it and understand it
The characteristics of an authoritative content:
© AIIM 48
11. Security & Access Control
- Digital Rights Management
Digital Rights Management
• Encryption
• Copy management
• Digital signatures and public key infrastructure (PKI)
• Electronic Watermarks
© AIIM 49
12. Integration - goals
• End-to-end information management
• Information flow across system boundaries
• Information may be locked in legacy systems
Improving information flows and unlocking information leads to (among others):
• Improved efficiency
• Reduced cost
• Competitive advantage
© AIIM 50
• SOA offers
– Flexibility
– Standard messaging formats
– Greater asset re-use potential
– Reduced integration costs
• Standards, such as
– Simple object access protocol (SOAP)
– XML (discussed earlier)
• No pain, no gain!
– Retrofit existing applications
– New management practices
– New security defences …
• Incremental approach is possible
12. Integration - SOA
© AIIM 51
12. Integration - SOA
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XML XML XML XML
The bottom line…
52
Riferimenti
A.A. 2010/2011 Sistemi Informativi Aziendali 53
Rafael González, KMS1/2/3, http://www.slideshare.net/razalez/presentations
Atle Skjekkeland, What is Enterprise Content Management?, http://www.slideshare.net/norwiz/what-is-ecm-presentation
Bracchi, Francalanci, Motta, Sistemi informativi d'impresa, McGraw-Hill 2010, Capitolo 6
MAIER, R. Knowledge Management Systems: information and communication technologies for knowledge management. Third Edition. Springer, 2007.
http://www.steptwo.com.au/papers/cmb_definition/index.html
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A.A. 2010/2011 54 Sistemi Informativi Aziendali