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Information management as a Service

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My general talk on how Laserfiche can enhance your Office 365 usage and ensure protection.

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Information management as a Service

  1. 1. Information management As A Service ThinkDox LLC. Christopher Wynder, Ph.D Director of Client Services ThinkDox, Inc. @ChrisW_thinkdox chrisw@thinkdox.com
  2. 2. Overview ThinkDox LLC. Developing a framework for long term success Managing IMaaS Implementing a service orientated Information Management strategy
  3. 3. Burst Lift Mortar Information management has fundamentally changed Burn Fuel Com. P2P Fire Control Pre-BYOD Today ThinkDox LLC.
  4. 4. 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.
  5. 5. The days of separate information sources is over Organization-owned content stores Departmental controlled content stores Your view of information storage Individual corporate data Individual personal data DATE ? End users vision of information ERP/CRM ERP/CRM
  6. 6. Integrating storage and service strategies ThinkDox LLC. Developing a framework for long term success Preparing for success How to ensure that you meet the actual needs of the organization
  7. 7. Refresh scheduleMix of content types The Information Garden Harvest schedule ThinkDox INC.
  8. 8. 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. ThinkDox LLC.
  9. 9. 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 Use Archive 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.
  10. 10. This is a multi-project problem Information risk and value Enterprise wide policies Archiving Disposition, growth control Archiving can be the driver for better governance but it cannot replace governance. Information Organization Build a taxonomy Storage management Enterprise wide storage control through deletion The key to controlling growth is translating management practices into governance policies Management Governance Long term ROI
  11. 11. 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.
  12. 12. 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
  13. 13. 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 service Financial reportingXy “S” Drive Network hub to DC Email
  14. 14. 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
  15. 15. Generate a information lifecycle for different asset classes Capture Organize Use Archive or retire ECM lifecycle User information lifecycle Generate 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.
  16. 16. 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
  17. 17. How people work is the key to requirements 9am DATE ? 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 Record Where is the information from that content being recorded? Office documents, applications Organize What 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.
  18. 18. The junk drawer problem Process and storage alignment = risk reduction Before R&DSales CEO HR After R&DSales CEO 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?!
  19. 19. Taking advantage of infrastructure advances ThinkDox LLC. What is shaping ECM and information management in general Preparing for success Implementing a service orientated Information Management strategy
  20. 20. So what do “we” actually need ? THINKDOX LLC.
  21. 21. Generate a information lifecycle for different asset classes Capture Organize Use Archive or retire ECM lifecycle User information lifecycle Generate 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.
  22. 22. Ditch the application focused RFP and Develop a process focused requirements process 9am DATE ? 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 Record Where is the information from that content being recorded? Office documents, applications Organize What 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.
  23. 23. ECM Idealized process THINKDOX LLC. CRM Add Records
  24. 24. The reality of how records get updated Add 
  25. 25. Reducing risk through user experience ThinkDox LLC. What is shaping ECM and information management in general Managing IMaaS How to ensure that you meet the actual needs of the organization
  26. 26. 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.
  27. 27. DATE ERM ShrePoint Legacy Exchange ERP Information can be found in a lot of places- and is a mix of personal and work On-Premise Software Cloud and SaaS ThinkDox LLC.
  28. 28. How do you value Office 365 Enterprise System of interaction System of record Access control Findability Archive Ad hoc/ Fileshare
  29. 29. Insight Day-to- day operations Content creation Archive Marketing Financial Competitive Hiring processes A/P processes Time-off External comm. User store Group “junk drawer” Legal Long term value Use Archive Run-off Context Multi- department use Key forward thinking information Value of content increases Numberofusersfor contentincreases
  30. 30. Insight Day-to- day operations Content creation Archive U s e Archi ve 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.
  31. 31. Insight Day-to- day operations Content creation Archive U s e Archi ve 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
  32. 32. Design an information platform for long term use Home Web Access Home Current state AD Mobile Client Mobile Client Public Access Mobile Client Home Client Web Access Step 1 Final State
  33. 33. A platform for managing all information through a single portal Retention and metadata based link between SharePoint and Laserfiche
  34. 34. 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
  35. 35. 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 Process Records The ThinkDox model for information usage
  36. 36. Take full advantage of your software's strong suits ThinDox LLC. Automated Optimized Simplified Keep up with the users Re-evaluate the technology Review the schedules and alignment with regulations Expand the connections between information sources.
  37. 37. 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: Compliance Image mgmt Archive
  38. 38. 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.
  39. 39. Capture all information types to ensure appropriate use ThinkDox LLC. Capture Organize Use Quick fields Workflow Audit trails Laserfiche forms Access control Metadata Version control Highly searchable Properly managed Connector
  40. 40. What does your infrastructure look like IT and worker location Structure/Arrangement Main ITS Location 2 Location 1 Location 3 Separate 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
  41. 41. Reducing risk through user experience ThinkDox LLC. What is shaping ECM and information management in general Preparing for success How to ensure that you meet the actual needs of the organization
  42. 42. Incorporating user needs into requirements gathering ThinkDox LLC.
  43. 43. 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-up Confirm Payment Send order Review order Monitor action Request internal action Review fulfillment ThinkDox LLC.
  44. 44. 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 ThinkDox LLC.
  45. 45. 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
  46. 46. 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. Regulations organization- wide data Similarities Departmental data Key considerations for ECM
  47. 47. Thank you Have questions or want a copy of the presentation: Email me: chrisw@thinkdox.com Don’t want to email me: See our websites presentation page http://thinkdox.com/news/white-papers-and-presentations/ We are on twitter and LinkedIn @Thinkdox @ChrisW_thinkdox https://www.linkedin.com/company/thinkdox-inc-?trk=biz-companies-cym

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