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IMaaS—Ensuring Information Can be Harvested for Better Productivity
Christopher Wynder, Ph.DDirector of Client Services
ThinkDox, Inc.@ChrisW_thinkdox
ThinkDox INC.
Overview
Developing a framework for long term success Managing IMaaS
Implementing a service orientated Information Management strategy
ThinkDox INC.
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
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Patterns of HOW work gets done have changedStrictly Org. Chart Nodal
Model adapted from Dion Hinchcliffe @dionhinchcliffe; IT models
Image from: http://gmdd.shgmo.org/Computational-Biology/ANAP/ANAP_V1.1/help/anap-userguide/manual.html
• Information passed upwards.• Access to information was strictly tied to
position in hierarchy.• Ability to action on information tied to
hierarchy
• Information passed between nodes based on relationships within organization.
• Ability to action on information tied to role and project.
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
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The days of separate information sources is over
Organization-owned content stores
Departmental controlledcontent stores
Resource driven view of the corporate information
Individual corporate stores
Individual personal data
DATE
?
Service driven view of corporate information
ERP/CRM
ERP/CRM
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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
Refresh scheduleMix of content types
The Information GardenHarvest schedule
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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.
Each “plot” (service) is designed to enable personas based on information usage.
In a cloud environment users may want different platforms for each “plot.”
The garden as a whole needs to accessible for all users.
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Supporting Nodal working patterns
An architect plans the design of information:
Brings structure to unstructured sources.
Provides easy access to information users already know about.
Requires existing user compliance and understanding of information sources.
A gardener sets the parameters of access:Single point of entry across multiple types of information based on process.Provides access to a wide variety of information.Requires understanding of how work gets done.
Matching resource access to working patterns
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.
This is a multi-project problem
Information risk and value
Enterprise wide policies
ArchivingDisposition, growth control
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
Polic
y
T
ech
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Taking advantage of infrastructure advances
What is shaping ECM and information management in
generalPreparing for success
Implementing a service orientated Information Management strategy
What does your infrastructure look like?IT and worker location Structure/Arrangement
Main ITSLocation 2
Location 1
Location 3Separate App/Inf/s service
Balancing budget with innovation
As budget and capacity become restrained, the need for consolidation will be increased.
For most this has meant moving high workload, low compliance applications to the cloud.
Without a clear security and access plan to partition services, “working” becomes a series of security compromises
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You may not know it but you are already part of the cloud
Cloud based infrastructure is a boon for IMaaS but it is not an easy transition
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
?
DATE
ERM
SharePoint
LegacyExchange
ERP
Information will be in a mix of on-premise and cloud during the transition period
On-Premise Software Cloud and SaaS
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ThinkDox INC.
Your security plan needs to change to protect your information
Web AccessHome
AD
Mobile Client
Client
Web AccessHome
AD
Mobile Client
Client
Strategic planning requires an understanding of how IT resources map to business services
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 Services
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
Capacity management is the first step. Master the performance analysis then plan appropriately.
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.
Capacity planning is a strategic activity focused on the future. It is the process forecasting based, on historical usage, peak usage, and business inputs.
At its core, IM-as-a-Service is about measuring and analyzing information supporting technology in a way that is useful for both management and planning.
Measure Predict Confirm
The measured value must provide actionable insight.
Look for trends that are repeatable-and predictable.
Use the predictions to set average and peak values.
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
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Move from here to IMaaS carefully
What is shaping ECM and information management in
generalManaging IMaaS How to ensure that you meet the
actual needs of the organization
Design an information platform for long term use
Public Access
Home
Mobile Client
Web Access
API?Data Lake?Connector?
User access?Vendor consolidation?
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
information
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.
Transfer of information between applications often lags behind the process.
Insight
Day-to-day operations
Content creation
ArchiveUse
Archive
Run-off
Context
Multi-department use
Key forward thinking informati
on
Focus on ensuring that information moves between applications at the same rate
as the process.
Start with back-end services to ease compliance.
Long term success requires a policy framework that leads
both IT and end users to understand HOW information
is governed.
RecordsValue
Build you IM-aaS iterativelyPrincipals of Kanban1. Visualize Work• By creating a visual model of your work and workflow,
you can observe the flow of work moving through your Kanban system.
2. Limit Work in Process• You can also avoid problems caused by task switching
and reduce the need to constantly reprioritize items.
3. Focus on Flow• By using work-in-process (WIP) limits and developing
team-driven policies, you can optimize your Kanban system to improve the smooth flow of work, collect metrics to analyze flow, and even get leading indicators of future problems by analyzing the flow of work.
4. Continuous Improvement• Once your Kanban system is in place, it becomes the
cornerstone for a culture of continuous improvement. Teams measure their effectiveness by tracking flow, quality, throughput, lead times and more.
Use Kanban as a starting point
Kanban is from Toyota’s “Just-in-Time” model of supply management.
This required precise knowledge of when parts were needed, how many and what the rate of replenishment was for any given part.
Similarly, from a users perspective information is only useful at the time of use.
Unless you are an academic- you likely want the information in order to do something now.
Alignment and mapping of goals and how-to
User perspective
What do users need to know to perform their
job?
Is it tied to a process or just general knowledge?
Does it expire? Or change based on time or location?
Enterprise perspective
What are the required permissions for users to get
their job done?
Does access to information enhance process efficiency?
Where is necessary information for a process
coming from?
Don’t impede day-to-day operations
User perspective
Don’t re-build process in version 1.0.
Aggressively push for more access to base
information.
Limit the need for application switching for
information only purposes
Enterprise perspective
Design simple, implementable versions
that fix a pain point.
Think information movement first, technical
integration second.
Limit the number of apps that manage processes
Look to cull “extra” people steps
User perspective
Collect data, focus on changes that to reduce
tedious steps.
Embed compliance steps into automation.
Design for “peak laziness”
Enterprise perspective
Focus on efficiency of whole process.
Be willing to pay for automation to be done
correctly.
Provide ECM/BPM team will full access to compliance needs
Have a plan for version 3.0 before completing 1.0
User perspective
Have a transparent roadmap for what you are building towards.
Keep assuming there are steps that can be
removed from users.
Stage the transfer of user driven to machine
performed steps so as to be seamless.
Enterprise perspective
Place a premium on process efficiency as a
design element
Engage process users to reduce the headaches of
change.
Automate steps that impede information
movement.
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
Move from single process to enterprise strategy by cross mapping inefficiencies to work nodes
A/P
OrderProcessing
Department specific processes
Check schedule
Follow-upConfirm PaymentSend order
Review order
Monitor action
Request internal action
Review fulfillment
Financial information
Analysis
Documents
Messages
Finance
HR
C levels
BAs
Map the path through the nodes
via user to user communication
Strategic planning of service upgrades requires an understanding of how users use information to move through their day both
within their department and between departments.
Department movement through information sources
DO NOT underestimate the role of engagement as part of the move to IMaaS
Over-explain the need for user involvement in the move to IMaaS project.
Provide a mechanism for 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
IMaaS is as much about IT staffing as it is about choosing the right platforms
• Start by determining how similar the key intra- and inter-departmental information movement patterns are across key IT platforms.
• Start with SERVICE issue; “Salesforce isn’t working may be the equivalent of “I can’t find the customer ID” to users. The Application support team and Service desk team need to work in concert.
• IT Asset Management and Capacity planning are they the necessary skills for technical success.
• Communicate, Communicate, Communicate. Every aspect of any “aaS” is about have clear lines of communication between support and users.
Thank youHave questions or want a copy of the presentation:Email me: [email protected]
Don’t want to email me:
See our websites presentation page http://thinkdox.com/news/white-papers-and-presentations/
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