The future of Enterprise IT -- Systems of Record, Meet Systems of Engagement

1. The Changing Face of Enterprise IT
Systems of Record, Meet Systems of
Engagement
• John Mancini
• President, AIIM
twitter = @jmancini77 Blog = Digital Landfill = aiim.typepad.com

2. Enterprise IT
The technologies to capture, manage,
store, preserve and deliver information in
the context of business processes
(a.k.a. “unstructured information”)

3. Contact AIIM to schedule a 1 day
System of Engagement briefing
• The briefing will explain the AIIM roadmaps in more detail, but also
lead a discussions about what this means for your organization,
necessary changes, and next steps.
• Send an email to Atle Skjekkeland, Vice President of AIIM at
Askjekkeland@aiim.org to check available dates.
• Agenda
• Enterprise Computing 2010-2020
• Improving your competitive advantage
• System of Records meet System of Engagements
• Implications for Enterprise IT
• Stairway to heaven for customer conversions
• Stairway to heaven for operational productivity
• Stairways of investments
• Next step

4. How is
Enterprise IT
changing?
What is the
future of
Content
Management in
this change?

5. 5

6. AIIM Task Force
For more information -- http://www.aiim.org/futurehistory
6

7. A Short History of Enterprise IT
Famine Digesting Y2K binge, tech bubble, finance
2003-2010 meltdown, widening consumption gap
Feast Time of the Great Happiness (Client-Server and
1995-2002 Internet tornados intensified by Y2K pull-forward)
Famine Multiple chasm crossings stall adoption of Client-
1987-1994 Server (LAN, Windows, Workstations, RDBMS)
Feast Minicomputer and PC tornados power
1979-1986 departmental OLTP apps
Famine Demise of the BUNCH (Burroughs, Univac, NCR,
1971-1978 Control Data, Honeywell)
Feast Mainframe tornado powers batch-processed
1963-1970 financial apps

8. In short, the focus of Enterprise IT over
the past decade was in building out
Systems of Record to control the flow
of information “up” the organization.
e.g., ERP, CRM, Audit, Finance

9. A Short History of Content Management
Web
technologies.
Explosion
of
risk
concerns.
Entry
of
SharePoint.
User
frustra;on
with
cost
and
complexity.
Rise
of
Saas
and
Open
Source
op;ons.

10. Content Management has focused on
Systems of Record tied to transactions
and processes.
Command and control
Transaction-oriented
Document-centric
User learns system
Security is key issue

11. http://www.flickr.com/photos/hisgett/3206494453/
11

12. The Big Disconnect – Employee Level
How can it be that I am so powerful
as a consumer and so lame as an
employee?
Why do I know more about what my high
school girlfriend had for dinner than what
is going on in my organization?

13. The Big Disconnect – IT
Don’t “they” understand that this is
much harder inside the firewall
than outside?
How can IT become a business driver?

14. The Big Disconnect – CEO
How do I drive: 1) operating
dexterity and 2) customer
engagement?
How can I find the money to fund new initiatives
given how much my legacy systems cost?

15. Systems of Engagement have emerged
in response to these tensions…

16. Systems of Record, Meet Systems of
Engagement
• Collaborative filtering • Enterprise Facebook
• Behavioral targeting • Enterprise YouTube
• Personalized transactions • Enterprise Twitter
• Location-based services • Global presence detection
• Predictive analytics • On-demand conferencing
• Machine learning • Telepresence everywhere
• Fraud detection • Mobile access to everything
• Multi-channel engagement • Global search
• Social networking

17. Systems of Engagement are in tension
with Systems of Record.
Command and control Collaborative
Transaction-oriented Interaction-oriented
Document-centric Conversation-centric
User learns system System learns user
Security is key issue Privacy is key issue

18. How will social and collaborative
technologies transform my core
processes?

19. Systems of Engagement will transform value chains
Outbound (CMO) • Channel Mgmt to New Channels
• Social Tools for Social Engagement
Market Sell Support
• Content Analytics for Pers Engagement
Inbound (CFO) • Supplier Planning
• Inter-Enterprise Collaboration
Source Buy Deploy
• Process Analytics
Product (CTO) • Project Management & Collaboration
• Product Introduction
Design Build Deliver
• Virtual Expert
Strategic (CIO) • Mobile Management
• Rapid Planning and Provisioning
Plan Provision Report
• Compliance (Archive, Records)
Source: John Newton, Alfresco

20. How will social and collaborative
technologies change what “control”
and “governance” mean?

23. [Social content on external sites]
will be archived and retained for the
required period of time in
accordance with the DIR Records
Retention Schedule.

24. How do I implement Systems of
Engagement…
• Quickly?
• Responsibly?
• In a way that achieves a business
purpose?

25. AIIMcommunities.org
2
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26. AIIM.org/8things
2
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27. AIIM.org/research
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28. AIIM.org/training
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