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Sistemi informativi per la gestione della conoscenza Sistemi Informativi Aziendali – A.A. 2011/2012

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Page 1: Sistemi Informativi Aziendali A.A. 2011/2012elite.polito.it/files/courses/02CIX/cms-dms-kms.pdf · 2014-10-06 · Definitions (2) 8 Sistemi Informativi Aziendali A.A. 2010/2011 Document

Sistemi informativi per la gestione

della conoscenza

Sistemi Informativi Aziendali – A.A. 2011/2012

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Sommario

1. Definizioni

2. Struttura di un ECM

A.A. 2010/2011 2 Sistemi Informativi Aziendali

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Definizioni

Titolo della lezione

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Obiettivo

A.A. 2010/2011 Sistemi Informativi Aziendali 4

Sistemi informativi in grado di gestire le informazioni

aziendali

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© AIIM

Today…

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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

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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.

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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.

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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.

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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.

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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.

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Definitions (6)

A.A. 2010/2011 Sistemi Informativi Aziendali 12

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.

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The KMS ecosystem

A.A. 2010/2011 Sistemi Informativi Aziendali 13

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KMS expectations...

A.A. 2010/2011 Sistemi Informativi Aziendali 14

Document Management Records Management Web Content Management Workflow Document-Centric Collaboration

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Struttura di un ECM

Titolo della lezione

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© AIIM

Today…

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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

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• 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

• E-mail

• Video

• Rich media assets

Unstructured information

• Processed by systems

• Databases

• Ordered data

• Sales and invoicing

• Accounting

• Human resources

Structured information

What ECM covers

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General ECM Workflows

A.A. 2010/2011 Sistemi Informativi Aziendali 19

http://www.aiim.org.uk/publications/roadmap/index.asp

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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

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Providers from various sectors

A.A. 2010/2011 Sistemi Informativi Aziendali 21

http://www.aiim.org.uk/Trade_Members_Listing_2.asp

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2. Capture

• Capture - getting information from source into ECM system

ECM system

Capture

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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

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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

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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

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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

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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

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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.

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• 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

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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

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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

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8. Metadata

• Example of metadata in MS Office 2007

• New “Document Information Panel” can be customized

by document type and brought front and center.

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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

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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

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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

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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

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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

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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

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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

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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

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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

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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

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10. Search & Retrieval

- Search

Source: CMS Watch

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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

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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.

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11. Security & Access Control

• Identification

• Authentication

• Authorization

• Encryption

• Digital signatures

• Audit trail

Key components of access control:

Mechanisms that help implement access control:

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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:

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11. Security & Access Control

- Digital Rights Management

Digital Rights Management

• Encryption

• Copy management

• Digital signatures and public key infrastructure (PKI)

• Electronic Watermarks

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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

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• 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

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The bottom line…

52

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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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