information management as a service
TRANSCRIPT
ThinkDox LLC.
Information management As A Service
Christopher Wynder, Ph.DDirector of Client Services
ThinkDox, Inc.@ChrisW_thinkdox
ThinkDox LLC.
Overview
Developing a framework for long term success Managing IMaaS
Implementing a service orientated Information Management strategy
ThinkDox LLC.
Burst
Lift
Mortar
Information management has fundamentally changed
Burn
FuelFinanceCom. P2P
Archive
Fire Control
AD/LDAP Firewall
Quarterly
reports
Mar
ket
rese
arch
Dept. reports
Pre-BYOD Today
Documents consist of information that is used for particular business processes. There is no requirement for documents to be maintained for any period of time.
Records are a subclass of documents that must be treated differently. Specifically, they must be maintained in a format that cannot be changed for a specific length of time.
Technology has mixed separated tasks
Users do not have “silo’ed” work days where they handle just records or handle just documents.
9am
DATE
?5pm
The average user’s day
ERP/CRM
ThinkDox LLC.
The days of separate information sources is over
Organization-owned content stores
Departmental controlledcontent stores
Your view of information storage
Individual corporate data
Individual personal data
DATE
?
End users vision of information
ERP/CRM
ERP/CRM
ThinkDox LLC.
Integrating storage and service strategies
Developing a framework for long term success Preparing for successHow to ensure that you meet the
actual needs of the organization
ThinkDox INC.
Refresh scheduleMix of content types
The Information GardenHarvest schedule
ThinkDox LLC.
Account for GROW-th by accepting the organic nature of information
An architect plans the design of information, brings structure to unstructured sources by enabling users to move through a "journey“.
Requires existing user compliance and understanding of information sources.
A gardener sets the parameters of access, provides a single point of entry to user needs by understanding that every user has multiple “journeys” that encompass their job.
Requires access control to key information sources to ensure user compliance.
Current practices in information management are designed based on content control rather than
information movement
• Rigid organization-enforced taxonomy.
• Retention rules
• Disposition workflow
• Audit of deletion schedules
Capture Organize UseArchive or
retire
How it is generated does not matter in a
paper world. The physical artifact is “handed over”
Use is controlled
via ownership of artifact.
This is a multi-project problem
Information risk and value
Enterprise wide policiesArchiving
Disposition, growth control
Archiving can be the driver for better governance but it cannot replace governance.
Information OrganizationBuild a taxonomy
Storage managementEnterprise wide storage control
through deletion
The key to controlling growth is translating management practices into governance policies
Management Governance Long term ROI
The soil is the key. Each plot needs to be balanced for the crop
IT Efficiency
Risk Mitigation
Business Efficiency
The Soil is the platform for information movement.
(i.e. ECM or EIM)
The ECM provides the simplest platform to enable the various processes and information usage that the business requires.
Each “plot” is designed to enable personas based on information usage.
Capacity management is the first step. Master the performance analysis then plan appropriately.
Short-term management decisions can be made without best practices simply by measuring the usage of resources.
Long term planning requires clear metrics across; current usage, historical peak usage based on current management practices and likely future needs from good relationships with key IT and business stakeholders.
Capacity planning are the actions taken on re-occurring management concerns
Capacity management is a tactical activity focused on the present. It is the foundational procedure of defining KPIs that provide insight into critical temporary events. This informs decisions on what resources can be pooled to ensure that temporary events do not impact the business.
Capacity planning is a strategic activity focused on the future. It is the process forecasting based, on historical usage, peak usage, and business inputs. The key to successful planning is understanding the what capacity changes are part of larger trends than need to be accounted for by changing the current capacity.
At its core, Capacity-as-a-Service is about measuring and analyzing performance indicators that are useful for both management and planning.
Measure Predict Confirm
Stay within IT’s comfort zone. The measured value must provide actionable insight.
Measure for a long enough period to see trends that should be repeatable-and predictable.
Use the predictions to set average and peak values. Alter these values based on measurements
Identify resources that are key to capacity based on dependencies.Critical resources will be those that are key integration points or systems where multiple resources pass through across multiple services.
Application
Data Center
Azure
ERP CRM
Local DB
ECM
Infrastructure
IT serviceFinanci
alreporti
ngXy
“S” Drive
Network hub to DC
Map user journeys to IT resources to ensure success
Business facing
IT measureable
IT resources
IT service
Capacity
Applications
Business activities
People
Infrastructure
A IT service should reflect the business activities.
Business activities are rarely performed in a single application or storage location
Financial planning
Resource planning
The applications and storage points user need.
Expand the list to include back-end systems. These are the key capacity resources
ERP, “S drive”, excel
ATL Data center, local SAN, web service
Applications
Infrastructure
Example
Generate a information lifecycle for different asset classes
Capture Organize Use Archive or retire
ECM lifecycle
User information
lifecycleGenerate Record Use Forget or
store
?
Organize Re-Organize
ECM works best when the information is
organized at capture
The un-asked question-”How do users get work done?”
This is key to how users expect to find documents
Users lack the tools to
appropriately archive content
Re-use leads to lots of local copies.
Dept. level
Balance strategy with reality
Org. level
System of interaction
System of record
Access control
Findability
Archive
Ad hoc/ Fileshare
Holistic planning for information management
Infrastructure planning
Requirement gathering
Implementation
Integrated retention and disposition schedules
Understanding trends in content generation
Information management strategy
Technological support for managing information
How people work is the key to requirements
9amDATE
?5pm
The average user’s day
How many different applications are they
using
How many times are they breaking compliance
ERP/CRM
Generate-How do users generate content-what are the filetypes,
what are the key applications
RecordWhere is the information from that content being
recorded? Office documents, applications
OrganizeWhat is the point of the content? Is the information being shared? Is it for revenue generation? Does it
need to be moved to other people?
When..is the information source used again. What do users
really need, what can you securely provide them.
The junk drawer problem
Process and storage alignment = risk reduction
Before
R&DSalesCEOHRAfter R&DSales
CEO HR
A year later
Do we have any tape?
Someone needs to organize this!
That looks great…but where do I put my vacation request-is it HR or
department?
Do we have any tape?
I thought we organized this?!
ThinkDox LLC.
Taking advantage of infrastructure advances
What is shaping ECM and information management in
generalPreparing for success
Implementing a service orientated Information Management strategy
So what do “we” actually need
?THINKDOX LLC.
Generate a information lifecycle for different asset classes
Capture Organize Use Archive or retire
ECM lifecycle
User information
lifecycleGenerate Record Use Forget or
store
?
Organize Re-Organize
ECM works best when the information is
organized at capture
The un-asked question-”How do users get work done?”
This is key to how users expect to find documents
Users lack the tools to
appropriately archive content
Re-use leads to lots of local copies.
ThinkDox LLC.
Ditch the application focused RFP and Develop a process focused requirements process
9amDATE
?5pm
The average user’s day
How many different applications are they
using
How many times are they breaking compliance
ERP/CRM
Generate-How do users generate content-what are the filetypes,
what are the key applications
RecordWhere is the information from that content being
recorded? Office documents, applications
OrganizeWhat is the point of the content? Is the information being shared? Is it for revenue generation? Does it
need to be moved to other people?
When..is the information source used again. What do users
really need, what can you securely provide them.
THINKDOX LLC.
ECM
Idealized process
CRM
Add
Records
The reality of how records get updated
Add
ThinkDox LLC.
Reducing risk through user experience
What is shaping ECM and information management in
generalManaging IMaaS How to ensure that you meet the
actual needs of the organization
Cloud has benefits but the move is hard
Communicate
• IM or email doesn’t matter.
• Automatically control content.
• Comply with regulations with ease.
Edit anywhere
• Complete version control.
• Keep documents under control.
• Integrated mobile device management.
Communicate
Collaborate
Edit anywhere
Enable
What cloud vendors are marketing What your reality is
Collaborate
• Let teams choose how they work.
• Complete document management.
Enable
• Build work-focused social networks.
• Find experts easily.• Let users own their
sites.
Providing a seamless experience requires implementation of at least five separate cloud applications plus the access and identity management system.
Cloud storage
?
ThinkDox LLC.
DATE
ERM
ShrePoint
LegacyExchange
ERP
Information can be found in a lot of places- and is a mix of personal and work
On-Premise Software Cloud and SaaS
How do you value Office 365
Enterprise
System of interaction
System of record
Access control
Findability
Archive
Ad hoc/ Fileshare
Insight
Day-to-day operations
Content creation
Archive
MarketingFinancialCompetitiveHiring processesA/P processesTime-offExternal comm.
User storeGroup “junk drawer”
LegalLong term value
Use
Archive
Run-off
Context
Multi-department
use
Key forward thinking information
Value of content increases
Num
ber o
f use
rs fo
r co
nten
t inc
reas
es
Insight
Day-to-day operations
Content creation
ArchiveUse
Archive
Run-off
Context
Multi-department use
Key forward thinking informati
on
The move to Office 365 displaces normal software
usage.
As organizations move to Office 365, day-to-day operations are often transferred out of purpose built apps and into collaborative O365 tools.
This often means records are left on paper or moved to OneDrive.
Insight
Day-to-day operations
Content creation
ArchiveUse
Archive
Run-off
Context
Multi-department use
Key forward thinking informati
on
You will require multiple cloud based systems to manage your information.
Records in particular, require a level of control and management that is difficult in a
SharePoint-only environment.
RecordsValue
Design an information platform for long term use
Home
Web AccessHome
Current state
AD
Mobile Client
Mobile Client
Public Access
Mobile Client
Home
Client Web Access
Step 1
Final State
A platform for managing all information through a single portal
Retention and metadata based link between SharePoint and Laserfiche
Manage records in a purpose built application while allowing flexibility
Manage document creation
Repository
Classification and
permission controls are applied via workflow
DATE
Documents designated as records moved to Laserfiche
R
Retention and version control are maintained as part of an
official audit trail
Legacy storage/ Archive
Define your SharePoint future based on information usage, not document management
Enterprise Content Management systems are moving from document and file level management to information platforms. Consider how important Office (including Outlook) is to user workflows. SharePoint is the best place to build Office based workflows.
SharePoint Online will become an information platform in the future.
As the development platform matures the cloud platform will become highly valuable for enabling routine tasks across devices (e.g., propagating electronic vacation requests from users to supervisors to HR).
Decide your SharePoint future based on:1. How wide is the use of SharePoint in the organization.2. Is the organization moving its application portfolio to
“the cloud.”3. How will information be shared and accessed.
User interface
ProcessRecords
The ThinkDox model for information usage
ThinDox LLC.
Take full advantage of your software's strong suits
AutomatedOptimizedSimplified
Keep up with the users
Re-evaluate the technology
Review the schedules and alignment with regulations
Expand the connections between information sources.
ThinDox LLC.
Provide the right software for your problem
If you (think) you only have a hammer, everything looks like a nail
?Laserfiche is the central home for records and documents but other there will always be a need for a complete EIM ecosystem for you
to do your job
Other SW:
ComplianceImage mgmt
Archive
Use SharePoint for non-records and intranet use cases
Manage document creation Track tasks Intranet use case• Take advantage of the
templates and integration between Office 2016 and SharePoint 2016 for collaboration across users and departments
• Use the deep integration between SharePoint and Exchange to track project tasks.
• Share non-records documents easily.
Capture all information types to ensure appropriate use
ThinkDox LLC.
Capture
Organize
Use
Quick fields
Workflow
Audit trails
Laserfiche forms
Access control
Metadata
Version controlHighly searchableProperly managed
Connector
What does your infrastructure look likeIT and worker location Structure/Arrangement
Main ITSLocation 2
Location 1
Location 3Separate App/Inf/s service
Shared Services
As budget and capacity become restrained the need for consolidation will be increased.
For most Governing bodies and civil services this will mean find efficiencies in how
processes are handled.
Without a clear security and access plan to partition services, “sharing” becomes a series
of security compromises
ThinkDox LLC.
Reducing risk through user experience
What is shaping ECM and information management in
generalPreparing for successHow to ensure that you meet the
actual needs of the organization
ThinkDox LLC.
Incorporating user needs into requirements gathering
ThinkDox LLC.
Map the key user’s journey through information sources to understand their needs
• User journeys are maps of the steps in an activity.
• They represent a linear set of steps or tasks that a user must complete to complete an activity
• Essentially it is the same as process mapping that is done for BPM projects.
• Depending on the goal of the journey they may represent a daily activity or a multi-day activity.
• The key is that each IT service is broken down by application and storage points so that the dependencies can be mapped.
A/P
Case management
User Journey of a Sales department’s day
The goal of a user journey is break down activities into actionable steps.
Specifically we are looking to focus on order that data and users move between applications in a IT service.
Expect to need department level journey.
This exercise is difficult. Involve end users where possible as part of the exercise or build a best guess and have the appropriate managers critique the task list.
Check schedule
Follow-upConfirm PaymentSend order
Review order
Monitor action
Request internal action
Review fulfillment
ThinkDox LLC.
Map user journeys to IT resources to ensure success
Business facing
IT measureable
IT resources
IT service
Capacity
Applications
Business activities
People
Infrastructure
A IT service should reflect the business activities.
Business activities are rarely performed in a single application or storage location
Financial planning
Resource planning
The applications and storage points user need.
Expand the list to include back-end systems. These are the key capacity resources
ERP, “S drive”, excel
ATL Data center, local SAN, web service
Applications
Infrastructure
Example
Do Not underestimate the engagement planning at the requirements stage
Essentials of Change management
Over-explain the need for user involvement in the EIM project.
Provide feedback.
Schedule and keep to the schedule of feedback.
Nothing kills a ECM project faster than silence from the ECM team.
Communicate
Build collaborative partnerships with the business when shaping the changes in related processes; employee on-boarding, retire/fire, financial reporting.
Create a clear, shared vision between the key stakeholders and IT. Take everyone with you, develop a shared agenda.
Collaborate
Build confidence in the change – allocate time and resources for user testing and training.
Provide visible and active post rollout support. Get feedback, fix problems, and keep communication channels open.
Build Confidence
Focus on the three key tactics for success when implementing change: Communicate, Collaboration, and Confidence
Information handling projects of all sizes need to focus on user experience
• Start by determining how similar the key intra- and inter-departmental information movement patterns are. Do HR and finance (and IT for that matter) speak the same language.
• Organizations with limited department structure and a single organization-wide deployment for their system (user profiles, classifications work for HR, Finance, Clerks) should prioritize cross department processes.
• Where these needs diverge IT must carefully consider the compliance environment.
• Don’t forget about social. All organizations need to have policy and process for when public/marketing information and conversations move beyond “communication” to compliant or sales process.
Regulationsorganization-wide data
Similarities
Departmentaldata
Key considerations for ECM
Thank youHave questions or want a copy of the presentation:Email me: [email protected]
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See our websites presentation page http://thinkdox.com/news/white-papers-and-presentations/
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