Motorists Mutual Insurance and Dayhuff Group share best practices and lessons learned from the Case Manager implementation at Motorists that is finally allowing the customer to realize the promise of Content Management.

1. CASE MANAGER
FOR CONTENT
MANAGEMENT
a customer’s perspective.

2. 1
2
3
Insights Into Implementing ICM
Lessons Learned
Realize The Promise Of CM8

3. • 16+ years PM experience
• Started with Motorists in 2012
• Agile Practitioner Coach
JARROD REED
Project Manager at Motorists Mutual Insurance

4. INSIGHTS INTO
IMPLEMENTING

5. • Multiple workflow solutions across the organization
• Cost to maintain
• Speed to market to and predictability
• Long term scalability
MOTORISTS WORKFLOW ENVIRONMENT

6. • Ability to use ICM in an agile way
• No costly conversion off CM8
• Configurable user experience
• Seamless integration with CM8
• Out of the box reporting
KEY SELECTION CRITERIA

7. LESSONS
LEARNED

9. ASSEMBLE YOUR TEAM
Security (LDAP)
DBA
OS Engineer
Windows Engineer
WAS Engineer
Application
Developer
CM8 Systems
Administrator
ICM Partner
IBM
Business Analyst
Install Implement

10. Start with the end in mind
•Straight upgrade and install
•ALM in place before upgrade and install
•Joint effort for upgrades of ALM components during install
Other Considerations
•Time to market
•Deployment pipeline
•Framework
APPROACH

11. Prerequisites
•Upgrade CM8
• Upgrade AIX
• Upgrade CM8
• Upgrade eClient
• Fixpacks
• Upgrade web servers
• Upgrade databases
•Install and configure WAS ND
•Install and configure ICM database
environment
•Install and configure common LDAP server
environment
HOW WE GOT THERE
Case Manager Installation
•Install and configure Case Manager
•Set up monitoring
12 Production
Deployments

12. • Start out of the box and expand Agile
• Engage IBM ECM product team in planning
• Prototype along the way
• Reprioritize with every iteration
• Train your business analysts to configure ICM
• Use a partner that has done this before
LESSONS LEARNED

13. REALIZE THE PROMISE
OF CONTENT MANAGEMENT

14. ECM CENTER OF EXCELLENCE
Business
Strategy
ECM Foundation
• Content Requirements
• Content definition/types
• User segmentation
• Content Architecture
• Taxonomy
• Security Requirements
• Permissions
• ACLs
• Presentation
• Layouts/Navigation
• Usability
• Templates
• Content Processes
• Content creation – publishing
• Site processes
• Business processes
• Content capture/indexing
ECM Implementation
• Technology Platform evaluation
• Design & Infrastructure
• Application Architecture
• Data Architecture
• Configuration
• Custom Development
• Integration
• Testing
• Application Management
Services/ Hosting Services
• Vision
• Objectives
• Goals
• Organizational Structure
• Organizational Structure
• Policies & Guidelines
• Roles & Responsibilities
• Training/Education
• Communication
• Change Management
• Metrics/ Measurement
• Records Management
• Records Retention
• Auditability
• Content Definition
• Identification & Availability
• Ownership
• 3rd Party Content
• Key Drivers
• Critical capabilities
• Tactics or key projects to deliver capabilities
• Business Plan/Business Case
• Strategic Roadmap
• Content Assessment
Vision Assess Plan
ECM Strategy
ECM Governance

15. CM8 EVOLUTION
• eClient introduced in 2001
• No replacement client available today with same features
• WEBi introduced in 2006
• Navigator introduced in 2011
• Most users still on eClient
• Large amount of customization of eClient

16. HISTORY OF ICM ON CM8
• Built to provide fast deployment of ECM solutions
• One of the first IBM / FileNet joint development efforts
ICM
availability
announced
2011
Support for
CM8
Released
2012 Support for
5.22014

17. BENEFITS OF ICM FOR CM8
• Customizable user interface
• Configurable for each user role
• Provides what’s needed for user at each step
• Manage business “cases” - not just individual documents
• Single administration for user experience
• Superior search
• Configurable workflow
• Related tasks create case solution
• Case processes extend beyond linear CM8 workflow capabilities
• Empowerment of the business
• Extensive reporting
• Advanced analytics

18. Architecture considerations
•Same underpinnings Websphere and DB2
•Platform selection, most common Windows
•High availability consideration
•Sizing based on workload type
•CM8/DB2/Websphere product levels
• CM8.4.3+ (CM 8.5 recommended)
• ICM databases can be co-located or
separate from CM8
• ICM runs under separate Websphere
instance from CM8
• ICM processes do not impact
CM8 performance
ICM IN A CM8 ENVIRONMENT

19. ICM IN A CM8 ENVIRONMENT
What makes CM8 implementations of ICM unique?
•CM8 document types are reused in ICM, not built in ICM
•Mapping document attributes to case properties outside of Case Builder
•CM8 add-ons required for case event handling, ICM privilege sets, etc.
•Case objects are not stored in CM8 - only documents
• ICM repository (FileNet) stores case objects and details about active
cases
• Content repository (CM8) stores documents

20. • Introduce ICM to the business in a demo
• Walk the business through the maturity curve
• List capabilities that can be added to ECM stack
• Perform a basic POC
• Start small and be “agile”
HOW TO GET STARTED

21. • Assessment of current environment
• Education for your users
• POC development
DAYHUFF GROUP OFFER

22. CONTACT US
EMAIL US: SCoates@DayhuffGroup.com
VISIT OUR WEBSITE: DayhuffGroup.com