Presentation Section: Why does enterprise content management matter? Slide Title: Enterprise content: your organization’s DNA Slide Purpose: Define the terms “enterprise content” and “enterprise content management,” define the topic of the presentation. Speaker Notes / Concepts: Xxx Xxx Xxx
Presentation Section: Why does enterprise content management matter? Slide Title: Your organizational advantage is trapped in your content. Slide Purpose: Introduce the key problem statement that drives the whole presentation: without effective enterprise content management, your organization cannot reach its strategic goals. Speaker Notes / Concepts: Insight will be limited, agility constrained, and social business hampered by ineffective content management strategies and practices. Conversely, organizational success can be unleashed through more effective enterprise content management.
Summary Review Enterprise Content Management Capabilities and business value provided.. Full Script Enterprise Content Management (ECM) provides a single, integrated solution for managing all your unstructured data in context of your business processes. Let’s talk about couple of capabilities of enterprise content management and how they help you achieve smarter business outcomes. Over 80% of all data is unstructured and it comes in various forms from outside your organization: by email, fax, as paper documents in the mail etc. ECM allows you to manage any type of electronic content. This content can include Lotus Notes and Microsoft Exchange email, files stored on file shares, Microsoft SharePoint or Lotus Quickr, reports, and SAP data. Last, but not the least ECM will help you manage paper - whether paper sent around the organization as part of inefficient manual processes, or paper sitting in warehouses or in archive rooms. ECM has four main areas of capability: - accessing and managing all forms of content - enabling organizations to transform their business processes, - securing and control information related to compliance needs including regulatory needs, litigation or good business practices - gaining insight from unstructured information Corporations and government organizations are gaining huge cost savings by moving from paper based records to electronic records and by streamlining their manual, ad-hoc business processes into a single, integrated system for managing all the unstructured content with a unified and automated business process! They are reducing their regulatory exposure, a major concern with paper based records and improving productivity of their employees, all the while driving down the cost of managing unstructured data! The IBM ECM portfolio integrates business process management to improve business agility and effectiveness, serving up content in context of daily, critical decisions - just at the moment it matters most. We call this – Agile ECM! In summary, Agile ECM Supports ‘Content Anywhere’, the management of Content wherever it resides. Activates Content to include it in Enterprise Business processes makes it a first class source of decision-making insight with breakthrough content analytics Helps to ensure Enterprise Compliance Allows businesses to be more flexible and adapt faster. It makes them more agile. Let’s talk about JB Hunt next, and see how they added nearly a million dollars to their annual revenue using Enterprise Content Management! (Transition To Next Slide)
Problems We Solve Improve Responsiveness – by quickly resolving billing and other inquiries to improve customer satisfaction and retention. Provide Web Access - to paper documents, 24x7. Improve Customer Self-service - with the ability to provide online access to statements and other customer information. Reduce Printing Costs & Paper Use - go green. Avoid Storing Paper Documents - this is not cost-effective and exposes customers to total loss if the paper documents are inadvertently destroyed. Replace Legacy Systems - a vendor or home grown report management system. The value of IBM Content Manager OnDemand A 'View Not Print Solution' - eliminates costly re-printing and increases customer satisfaction by providing fast access to relevant information for improved customer service. Fast and Significant ROI - transfers costly high volume print output to online electronic information capture and presentation. Up to 90% Storage Savings –industry leading compression for high volume print output such as statements, letters, EOBs, reports. Proven Technology - a highly reliable and scalable solution for enterprise report management and statement presentation. Pervasive Access and support for multi-channel distribution - information is distributed to internal customers and call centers, customer self-service terminals, the internet, email, and other applications. A Replacement for outdated systems - ASG/Mobius, CA View, BMC Control-D, Systemware, FileNet Report Manager and other legacy report management systems. Why IBM? Market leader - over 5,000 customers, billions of documents stored Major recent unique product investments – Enhanced Retention, Federated Integration with FileNet P8 – process and compliance products Proven legacy replacement solution Barclays Bank PLC statement published 20 Aug 2010. Link - http://w3-01.ibm.com/sales/ssi/cgi-bin/ssialias?infotype=CR&subtype=NA&htmlfid=0GLOS-88AKYZ&appname=crmd#Contact
Content can mean many different things so let’s be sure that we all have a common understanding of what the scope of business content is. Our computers create print output such as invoices, statements and reports. Today much of this is either printed and put in file folders or stored on microfiche. Then there are all the documents that enter a business which are paper or Faxes. Overall the types of content that you want to deal with include complex computer output which are print datastreams including IBM Advanced Function Print and Xerox Metacode, scanned documents such as letters, and line print output reports.
Let’s begin with the elements involved in ECM - it begins with content: Discuss key activities that ECM enables around content.
Includes OOTB pre-defined objects: Documents, folders, custom objects Different behavior, or actions, occur for different classes Business object may have content, or it may not Ultimate flexibility in modeling the application to company’s business process – increasing the value of the application
Versioning Content objects can be versioned to maintain a history of changes and to control who can change the content at any give time. The Content Engine supports a two-level versioning scheme, where an object version is either a major or minor version. Minor versions are typically used to denote a documents that is “in-progress”,, whereas a major version is typically used for documents that are complete. Object orientated model -Information stored and managed in the system is represented as an object that can be described through *object properties, classes categorizing objects and the methods associated with classes. Benefits *ease of management through class-instantiating and inheritance
Process: Discuss key activities that ECM enables around process.
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1. OLAP (Online Analytical Processing ) Technology capabilities Organize the data for efficient queries Quick access to statistical process data: data is pre-aggregated into cubes 2. PA provides a rich set of development and customization tools End-user applications: Excel, Cognos, Crystal Analysis, Brio, and Business Objects as Front Ends Component-level development with Pivot tables & charts in MS User defined fields make customization easy for business users OOTB Reports: Excel spreadsheets, Use PivotTables and PivotCharts, Connect to data with OLAP 3. Process Analyzer (PA) collects information from Process Engine (PE) or Process Simulator (PS). PE (Events Logs) PA (Data Warehouse Datamart OLAP) Client
FileNet BAM easily integrates with operational applications and legacy systems from other areas in the customer’s environment via standard interfaces allowing for the creation of Key Performance Indicators (KPIs) that are more meaningful and useful to the business. BAM receives and retrieves event and context data through agents: processes that know how to take external data and put it into a FileNet Business Activity Monitor format. Agents may run in the application server environment, or may be external to it, as shown in this diagram. Agents for specific external data sources (such as Tibco) will appear in the Price List. A simplification of the architecture can be seen here. When we talk about performance management, what we are talking about is the ability to help an organization to: Sense – Correlate- Escalate. The intent here is to take direct action and Resolve whatever issue or opportunity may exist. The Opportunity: Ability to gather metrics from External sources and view KPI dashboards in real-time (tailored to role) Allows other events/actions or notifications to be launched automatically – increasing organizational agility Provide true operational performance management (BPM +BAM+ Analysis/Reporting+Simulation) Provide continuous process improvement and greater operational/ organizational agility Make better decisions, faster
Records management is different than content management. Content Management provides the ability to capture, store and manage content. Records management works within this type of infrastructure to apply formal, rules based, management to the retention and disposition of that stored content. These rules are based on regulations, laws, and business policies and may be unique for each and every organization Records management is all about control basically - making sure you only keep what you need to keep for as long as you need to keep it and then afterwards making sure it's destroyed. Retention rules - schedule rules are driven by three main factors - rules, regulations and corporate policy, which do vary by business area and by country. For some like the nuclear industry it's a heavily regulated industry with clear records management rules and terms defined.
In terms of records management functions, there's two main areas of user. There is the real end user, which can generally be desktop users. These are the folks creating content and certainly choosing and declaring items to be a records. The declaration process is all about selecting and making the document a record. Classification is assigning it a particular code in the hierarchy of classification you are using - also known as the file plan. And also once declared - once they have records they can search and view all of the existing records depending on the security rights that they have. The other side is the Records Manager or the records administrator who are specialists in records. And they are responsible beginning to end from creating the file plan and those retention rules and doing the actual lifecycle management, which is, "OK - what do I need to delete today that we shouldn't have anymore based on the rules?“ And then managing physical records as well. Think of sheets of paper and folders in boxes in warehouse.
Another key concept is that the IBM ECM Information Lifecycle Governance platform is much more than simply a siloed vault or safe. It leverages an industry leading, robust , rich ECM platform which does much more than just locking content away. It has capabilities to be able to lock down and protect critical content in a secure, auditable manner. It is based on proven, scalable secure content management technology in use by 15,000+ customers. It provides a set of capabilities to control access as governed by policies, roles and the associated lifecycle. It provides a complete audit trail of all activity related to content. It allows activating the content by by not only searching and accessing it but also by providing business process management support including support for events and real-time activity monitoring. And finally, it is extensible via open, industry proven APIs.
The search application includes a Top Results Analysis feature for analyzing top results based on metadata attributes. For example, a query for the TV show “survivor” will generate a standard list of results as well as a navigation pane with dynamic bar charts and drop-down menus for refining the query by category, language, source, or other metadata. This helps users enhance their queries and find what they’re looking for much faster.
The bar charts are dynamic. Clicking on a bar chart issues a new search with the selected item added as a new fielded search term. In this example, a user clicks on one of the “author” bar charts and refines the search to only the documents authored by Denise Lyddy.
There’s also a chart that can return custom links (e.g., the most recent documents) or be extended to return results from another search engine (OmniFind supports heterogeneous federation, i.e., passing a search query to another search engine, or multiple search engines, and then merging the results) or repository.
The number and type of charts is easily configurable using a graphical layout tool.
Using the Category Tree, users can browse information by categories, as well as search within categories.
Leveraging UIMA, OmniFind Enterprise Edition allows users to search on concepts (not just keywords). UIMA allows customers to plug-in text analysis engines (annotators) that add semantic structure to text-based information. OmniFind includes a configurable out-of-the-box annotator that can detect concepts based on a set of rules (regular expressions). A sample configuration to detect phone numbers, URLs and e-mail addresses is included with a matching synonym dictionary. This means that a search for “IBM support phone number” will return results for actual support phone numbers (as opposed to the keywords “IBM,” “phone,” etc). Semantic search is turned on by clicking a one radio button in the Preferences tab. Also, the sample can be tailored to meet specific customer needs in a few simple steps.
Here is an example of a solution that has been built using OmniFind Enterprise Edition and UIMA. The Online Media Analysis solution, available as an add-on module, allows organizations to analyze Web articles, blogs and other content to understand how they’re perceived by analysts, consumers, competitors and other constituents. This insight can be used to determine customer response and marketing effectiveness. The solution extends the search application to include an analysis dashboard and charting to show the following: Media Presence for understanding the importance of a given topic; Tonality to understand whether the mood is positive, negative, neutral, or ambivalent; Hot Terms, i.e., the most prevalent terms in the set of documents, signifying emerging topics or concepts; Association Analysis for understanding which pre-defined concepts occur frequently with a given search term; and, Timeline Analysis for monitoring topics over time to understand shifts in media presence and tonality. The solution can be customized to meet specific business needs.
Another key point is that Content Collection is enhanced with Content Federation. Content Collection is the process of collecting, enhancing and management all types of content, regardless of content type and storage location. It is generally applicable for content sources that are not scalable, lack security and proper controls such as an audit trail, and do not support locking down a piece of content. Content Federation is the process of managing content in place through federated control and through remote policy management. It is generally applicable for content sources that are scalable, that have the proper security and control including audit trail, and support locking down a piece of content with APIs to trigger all of the above. The key that differentiates when one approach should be required vs another is the set of criteria outlined earlier: scalabilty, security, auditability, the ability to lock down content and APIs to manage all of this. IBM has a list of about 20+ detailed criteria that we use. Most casually created content sources meet none or few of those criteria. For example, there is no way today in an email server such as Domino or Exchange to lock down an email. Therefore, the best practice is to collect from email servers, which the IBM Content Collection and Archiving products supports. By contrast most ECM repositories support most of the 20+ criteria which is why IBM can apply a content federation approach to those repositories. Some repositories such as SharePoint and other e-mail archiving silo solutions fall somewhere in the middle, but still do not meet enough of the 20+ criteria for us to be able to be able to manage in place in a secure, auditable manner. That is why the IBM Content Collection and Archiving strategy provides a mechanism to collect from, not manage in place, those content sources. <click> Therefore most casually created content sources, such as those shown here, are sources that we collect from. <click> This is our Content Collection strategy. <click> Most ECM repositories are sources that we manage in place via content federation. Today our IBM FileNet Records Manager product can records manage in place (ie a federation model) not only IBM ECM repositories but also non IBM repositories such as Documentum and OpenText. This is done leveraging our Content Integrator (formerly named IICE) and Content Federation Services technology. <click> This is our Content Federation strategy. <click> The key point is that both approaches may be required, and that IBM is not only committed to both approaches (as evidenced by our acquisition of Venetica and by FileNet OEMing Venetica) but also that IBM is the only vendor that has a proven ability supported by shipping product that supports both approaches.
Today, ICM has been integrated with IBM Content Collector to classify crawled content automatically. In this scenario, you can combine the power of metadata-based rules in Content Collector with the power of content analysis provided by the Classification Module. This combination allows you to automatically filter and categorize disorganized content from file shares, e-mail servers, and other future content sources. Items can be assigned in to folders, in to document classes, or they can even be filtered out of the ECM system completely. Once content is well organized, it is poised for better use by all of your ECM services.
Single unified offering following on to CSSAP and ACSAP CSSAP and ACSAP remain in market and will remain supported Widest choice of archive targets on the market for maximum customer flexibility, lowest cost and investment protection: CM8, FileNet P8, CMOD, FileNet Image Services (via CFS/IS) Direct to storage via IBM Tivoli Storage Manager with support for thousands of IBM and non-IBM storage devices. Built-in HSM support for lowest total cost of ownership Upgrade requires no migration of existing archives
So what is IBM Content Analytics? <Click> In a nut shell it is a tool that allows you to gain valuable business insight from your textual data <Click> It allows you to search, discover and perform the same analytics on your textual data that you have normally done with your structured data <Click> Listed here are some of the features and benefits of ICA You will see in the demo in just a minute how it combines what is learned from your textual data with your structured data It also allows you to drill down and sideways through your data easily using many different dimensions or facets. The tool also automatically identifies and alerts you as to any anomalies that might exist – statistically relevant features in your data that might require further investigation And of course ICA can be applied to a wide range of applications two of which you are about to see
Now to take a closer look at what we mean by text analytics… It’s the ability to examine the unstructured text and to be able to extract or derive specific information. There are many different kinds of analytics that can be applied. And as such an industry standard has been developed by IBM call UIMA to allow for the plugin of various analytics CCA utilizes UIMA and has prebuilt analytics for tasks like identifying the language of the document, and parsing the document, And then determining the parts of speech (as in the above example), Once the POS have been identified other high level analytics can be used to extract named entities the people’s names, or in this case types of injury, body parts involved, location and so on. There are other analytics such as classifcation or clustering that can also be applied. But it is the UIMA architecture that allows the customer to expand and customize CCA to leverage the right analytics for the right task.