© 2009 IBM Corporation IBM 4 Waves of ECM Innovation David Caldeira Director, ECM Products and...

© 2009 IBM Corporation

IBM 4 Waves of ECM Innovation

David CaldeiraDirector, ECM Products and Strategy

February , 2010


Volume Every day, 15 petabytes of new information are being generated. By 2010, the amount of digital information will grow to 988 exabytes.

Volume Every day, 15 petabytes of new information are being generated. By 2010, the amount of digital information will grow to 988 exabytes.

Variety 80% of new data growth is unstructured content, generated largely by email, with increasing contribution by documents, images, and video and audio.

Variety 80% of new data growth is unstructured content, generated largely by email, with increasing contribution by documents, images, and video and audio.

VelocityAn average company with 1,000 employees spends $5.3 million a year to find information stored on its servers. 42% of managers say they use the wrong information at least once per week.

VelocityAn average company with 1,000 employees spends $5.3 million a year to find information stored on its servers. 42% of managers say they use the wrong information at least once per week.

Information Trends Impacting All of Us

Regulations70% say Regulations drive up storage demands, businesses realizing they must classify, manage, delete data - not just keep adding storage

Regulations70% say Regulations drive up storage demands, businesses realizing they must classify, manage, delete data - not just keep adding storage

Information Week, “State Of Enterprise Storage Changing Priorities, Changing Practices”, Jan 2009. Delahunty, SteveIDC: Expanding Digital Universe, 2007IDC: "The Hidden Costs of Information Work" April 25, 2006 Accenture: Managers Say the Majority of Information Obtained for Their Work is useless 2007 http://newsroom.accenture.com/article_display.cfm?article_id=4484


Organizations Want Agility for Better Outcomes

CIO's top priority over last three years: “Improving Business Processes”Source: Gartner, “Making the Difference: The 2008 CIO Agenda,”

Increase Flexibility• Reduce process cycle times

• Implement faster change

• React quickly to threats and opportunities

• Reduce risk and respond rapidly to changing regulatory and legal requirements

Optimize Costs• Automate manual

processes

• Reduce complexity

• Reduce the cost of change

• Reduce errors and exceptions

• Minimize cost of legal and regulatory compliance


IBM ECM – Driving Business Agility

IBM ECM helps companies make better decisions faster by:

●Managing all forms of content

●Delivering content intelligence

●Optimizing associated business processes

●Enabling information lifecycle governance

through an integratedinformation infrastructure


IBM ECM Product Guiding Principles

Business AgilityProvide the right information to the right constituents at the right time in the right context to enable better decisions faster.

Information Lifecycle GovernanceAutomate and enforce information lifecycle policies with content collection and archiving, advanced classification, records management and eDiscovery search and analytics

Content AnywhereManage content anywhere without requiring content migration

Pervasive and Persuasive User ExperienceAccess, collaborate, and influence business decisions in new ways, surfacing content in context to support decision-making

Active ContentDeliver information that is unified, accurate and in contextwith critical business processes and policy management.

Trusted Content IntelligenceDiscover new business insight from content and deliver it to processes, applications, and BI tools, powering better business decisions

Enterprise Capabilities

Scalability Reliability Performance Business Continuity Integration/Federation Installability Upgradeability Configurability Shared Services Reuse Deployment System Monitoring


2010 Four Waves of ECM Innovation Map to Key Client Solution Areas

Trusted Content Analytics

BPM Adv Case Mgmt

• Uncover key business insights• Optimize business outcomes• Leverage trusted content

Compliance Info Lifecycle Governance

Essential ECM• Reduce costs• Improve Efficiency

• Reduce risks• Reduce costs

• Improve customer experience• Reduce cycle time• Reduce costs

Automation

Optimization


Content Under Management – the Foundation of ECM


BPM Adv Case Mgmt






Automation

Optimization


IBM ECM is Essential to Production Imaging & CaptureCut Costs and Improve Productivity

Production Imaging &

Capture

Enterprise Report

Management

Office Document

Management

ECM Standardization & ConsolidationOther Repositories

IBM ECM provides an industry leading point solution for managing production volume imaging & capture for the enterprise


Solution Summary• Production Imaging & Capture for driving costs

and delays out of in-coming paper handlingWhy IBM?• #1 in Imaging• #1 in Imaging Partner Applications• Unique with complete software stack

Solution Benefits• Powerful ROI• Significant cost savings• Steps & sub-processes reduced• Increased throughput• Elimination of lost documents

IBM ECM is Essential to Production Imaging & CaptureCut Costs and Improve Productivity

RetireRehireStatus ChangeRecruit Hire ReviewOrientation Training & Certification

Imaging Remains Key to 'Paperless’- Gartner, Aug ‘08.


IBM ECM is Essential for Enterprise Report Management


Capture

Enterprise Report

Management

Office Document

Management


IBM ECM provides an industry leading point solution for managing production volume statement & report printed electronic output and presentment for the enterprise


IBM ECM is essential for Enterprise Report ManagementFor high volume print output e-capture and e-presentment

Solution Summary

“View not Print” solution for customer service & avoiding print and storage costs

Why IBM?

• We are market leader - over 5,000 customers, billions of statements• Major Recent Unique Product Investments – Retention, RM• Proven legacy replacement solution

eMailRe-Distribution

Electronic ReportDistribution

CustomerService

High Volume Print Output

In/Out boundTransforms

CustomerSelf-Service

Solution Benefits• Compelling ROI• Quick to install & deploy• Improve Customer Service & Self-Service

• Reduce printing & paper related costs


IBM ECM is essential for Office Document ManagementImprove discoverability, classification, security and compliance

IBM ECM provides the direct connect Office Document Management services for:

• Microsoft Word, Excel, ..

• Email – Exchange &/or Notes

• File shares

• Microsoft SharePoint

• Lotus Quickr

• Lotus Web Content Management

• XML Docs used in Customer Communication Management & Document Publishing


Capture

Enterprise Report

Management

Office Document

Management



ICC SharePoint for P8 & CM8

ICC SharePoint for P8 & CM8

WebParts included with FN CM

WebParts included with FN CM

IBM ECM is essential for Office Document Management

Desktop Apps Direct Connect

Collaboration, Email and Social Content

ApplicationsMashups, Portal & WCM

eForms

New Lotus WCM connect

New Lotus WCM connect

Document Management with Workflow & Forms Trusted Content Management

Information Governance, Smart Archive, ComplianceFederated ContentContent Analytics

• High ROI leveraging desktop/email applications• De-duplication of content for storage cost savings• Single source of truth, for increased productivity• Improved discoverability, for increased

productivity

• Case management support• Optimum decision making • Improved customer service• Governance for risk avoidance• Improved compliance & eDiscovery

Business Outcome

Business Value

Lotus Forms for P8 BPM

Lotus Forms for P8 BPM

Quickr for P8 & CM8

Quickr for P8 & CM8


IBM ECM is Essential to Content Standardization & ConsolidationCut Costs, Manage Risk, Improve Service

IBM ECM provides the platform for managing, integrating and consolidating multiple content repositories and participating in

enterprise Master Data Management


Capture

Enterprise Report

Management

Office Document

Management



Solution Summary:• Drive out multiple repository related

costs and inefficiencies• Access to trusted content anywhereWhy IBM?• Master catalog of content metadata

• Competitors offer federated search only

• OOTB connectors vs. just toolkits• Integrated Master Data Management

Solution Benefits• Unique ECM standardization approach• Rapid build & deploy of applications • Access/RM content managed in place• Federated Records Management of

in-place content

IBM ECM is essential to Content Standardization & Consolidation Reduce Recurring Integration Costs and Leverage Content Value

CUSTOMERSERVICE

MARKETINGCUSTOMERS& PARTNERS

LEGAL HR R&DFINANCESALES & SUPPORT

Imaging/Document

Mgmt

ReportMgmt

Web Content/Media Asset

Mgmt

Database/CustomSystems

NetworkFile

Systems

Workflow/Business

Process Mgmt

SELF-SERVICE COMPLIANCECALL CENTER CRM / ERP WEBSITES

CUSTOMERSERVICE



CUSTOMERSERVICE



Imaging/Document

Mgmt

ReportMgmt


Mgmt


NetworkFile

Systems

Workflow/Business

Process Mgmt

SELF-SERVICE COMPLIANCECALL CENTER CRM / ERP WEBSITES

Imaging/Document

Mgmt

ReportMgmt


Mgmt


NetworkFile

Systems

Workflow/Business

Process Mgmt

SELF-SERVICE COMPLIANCE WEBSITESCALL CENTER CRM / ERP

CUSTOMERSERVICE



CUSTOMERSERVICE



IBM Content Integrator

Chaotic Content Access &Search Standardized Content Access & Search


IBM ECM is Essential to the Enterprise

IBM ECM provides solutions for managing production volume images, enterprise reports, office documents and consolidating multiple content repositories as the

foundational elements of an enterprise content management strategy


Capture

Enterprise Report

Management

Office Document

Management



Enhanced compliance posture also dramatically reduces cost and integrates structured data


BPM Adv Case Mgmt






Optimization

Automation


Inability to produce critical information under punitive

scenarios and deadlines

Runaway storage and infrastructure costs, with power, space and

budget challenges

Valued information is buried beneath too much unnecessary information(over-retained, duplicated, irrelevant)

Information Chaos Creates Many Challenges

No information visibility:to unlock what, why, where in

a trusted accurate manner

The keep everything

forever model has

failed


IBM Information Lifecycle Governance (ILG) Model


ROI of Information Lifecycle Governance

Leveraging a common infrastructure accelerates cost reduction

Automate decisions, clean up legacy data –

save up to 17 cents per document

Enforce records retention to reduce

eDiscovery and storage costs by 50-80%

Optimize eDiscovery decisions to

reduce costs by up to 80%

Control Growth, remove duplicate data – reduce storage costs

by 50%-80%

Decommission unnecessary content, cut

costs by up to 80%

© 2009 IBM Corporation21

IBM Smart Archive Strategy

Collaborative(Quickr, SharePoint)

ERP / CRM …(SAP, PeopleSoft …)

Data

Content(Documents, Images …)

Reports

PaperEmail

)Notes, Exchange(

On Premise(Custom Config)

Appliance(Pre-Config)

As A Service(SaaS, Multiple Options)

Cloud Ready Archive Storage with

Optional ECM

Value Added Services• Optimization Services• System Services• Managed Services• Reference Architecture• Information Governance

Optimized and Unified Assessment, Collection and Classification

Flexible and Secure Infrastructure with Unified Retention and Protection

Integrated Compliance, Records Management, Analytics and eDiscovery


Activated content drives line of business value of case management and evolution to ACM


BPM Adv Case Mgmt





Optimization


Automation


Content-Centric BPM to Advanced Case Management

Advanced Case Management (ACM) is IBM’s strategy to leverage content-centric BPM, and our deep experience solving case-style business problems, to take case management to the next level and distinguish IBM solutions from all others in the marketplace.

Advanced Case Management (ACM) is IBM’s strategy to leverage content-centric BPM, and our deep experience solving case-style business problems, to take case management to the next level and distinguish IBM solutions from all others in the marketplace.

IBM FileNetIBM FileNetBPMBPM


Case Management Categories Have Emerge Across all Industries

Common Characteristics

Event driven “Case” created Content intensive Knowledge worker

responsible Collaborative in nature Dynamic processes Long lived Outcome driven


Case Management:What Is New?

“Next-generation case management requires a different mindset

… this new case management will be a huge departure from the workflow/imaging solutions of old and will be based on predictive analytics, business rules, and social collaboration, in addition to core BPM and ECM functionality…”


Case Management has Four Major Pillars


IBM Advanced Case Management ● ACM requires a platform that unites

content, process and people

● IBM is delivering optimized case outcomes through analytics, rules, collaboration and social computing

● ACM Supports work management of structured and unstructured activities

● ACM delivers trusted information to the case – both content and structured data

● IBM has the broadest portfolio of case management capabilities and the most extensive ecosystem of case management solutions,

● IBM is improving time-to-value with better tools, more out of the box solutions and templating capabilities

Over 200 solutions driven by business partners


Delivering Case Management TodayIBM FileNet Business Process Manager

• Comprehensive package of capabilities including eForms, BAM and BPF - in one offering.

• Business Partner Framework (BPF) & Partner Solutions for Case Management

• iWidgets and composite application frameworks driving the future

• FileNet BPM is the foundation platform for Advanced Case Management

• Integrated to IBM’s BPM Suite


Content Analytics Opens Potential for Business Performance Gains Through NEW Unique Capabilities


BPM Adv Case Mgmt






Optimization

Automation


Every Single Organization: Keeps too much information and spends too much storing content because there’s too

much to sift through

Can’t pinpoint the right content when they need it because its unfindable or hidden away in a departmental silo

Can’t trust the content they do find about their customers because the lifecycle is uncontrolled

Needs to deliver better customer service, for less because those with the best service are rising above the rest in highly competitive markets

Wants to optimize their business by:

• anticipating their customers’ purchasing needs

• reducing fraud

• delivering a more complete view of their customers

• gaining early warning on product quality and customer satisfaction issues

• because the answers exist inside their organization, they’re just buried underneath too much information


Key Enabling Innovation: Content Analytics

• For each document derive

• New business understanding

• New visibility from content

• Create structure and understanding from a group of words

Content Analytics

Analyzed Documentswith identified concepts

John sprained his ankle on the step ...

Noun Verb Noun Phrase Prep Phrase

Person Injury Body Part Location

Claimant: Soft Tissue Injury ExtractedConcept

Based on UIMA, the open, industry-standardarchitecture for text analysis pioneered byIBM and now an OASIS standard and Apacheopen-source project


Dynamic Analysis: Basis for Trusted Content Analytics SolutionsImpractical and overwhelming analyses are now a reality

AggregateAggregate … form collections from multiple … form collections from multiple content sources and types unmatched in industrycontent sources and types unmatched in industryCorrelateCorrelate … deep analysis of content that surfaces … deep analysis of content that surfaces trends, relationships patterns, concepts and trends, relationships patterns, concepts and anomalous associations anomalous associations VisualizeVisualize … easy to use, feature-rich views to … easy to use, feature-rich views to quickly dissect large corpa of content and zero-in quickly dissect large corpa of content and zero-in on answers on answers ExploreExplore … freely investigate content with faceted … freely investigate content with faceted navigation and drill down to surface new insight navigation and drill down to surface new insight and understanding.and understanding.

Aggregate Correlate

Explore Visualize

IBM’s uniqueIBM’s uniqueDynamic Analysis capabilityDynamic Analysis capability

… … to enable informed business decisionsto enable informed business decisions


Result: A Platform for Uncovering New Insights

Find early warnings on product quality

concerns

Separate the valuable content from the

unnecessary

Identify potentially fraudulent insurance

claims

Determine what customers will buy

Tells you something you may not know


Trusted Content Analytics Overview

Know

Trust

Leverage & Exploit

InfoSphereContent Assessment

InfoSphereMaster Content

CognosContent Analytics

Empower organizations to identify necessary information and decommission the unnecessary

Deliver trusted content to empower better decision making about individual customers

Deliver insight by visualizing trends, correlations and anomalies about your overall business from your content


Dynamically AnalyzeDynamically Analyze what what you haveyou haveMake rapid decisions about business value, relevance and disposition.

DecommissionDecommission what’s what’s unnecessaryunnecessarySave cost and reduce risk by eliminating obsolete, over-retained, duplicate, and irrelevant content – and the infrastructure that supports it.

Preserve and ExploitPreserve and Exploit the the content that matterscontent that mattersCollect valued content to manage, trust and govern throughout its lifespan in an enterprise-grade ECM platform. Uncover new business value and insight by integrating with other content analytics solutions.

11Content In The Wild

Bloated Production Systems with Inefficient Storage

NecessaryInformation

UnnecessaryInformation

Content Based Systems Needing Retirement

InfoSphere Content AssessmentIdentify necessary information and decommission the unnecessary

22

33

Know


Key Features• Augments master data entries (or creates new entries) with trusted content

to create more complete single-views of customers

• Captures document creation and change events as they occur

• Creates linkages between master data and ECM based on data from ECM

• Unified access to data and content for MDM based business applications

InfoSphere Master ContentEmpower better decision making about individual customers with trusted content

MDMMDM

Traditional Data SourcesTraditional Data SourcesEnterprise Content ManagementEnterprise Content Management

InfoSphere Master InfoSphere Master ContentContent

Trust


• Using Dynamic Analysis, Cognos Content Analytics powers solutions that can:

• Spots issues and important trends that may fall outside normal business reporting channels

• Deliver new insights to business users across the organization.

• The impact:

• Improved customer satisfaction

• Reduced fraud

• Better understanding of market demand and perception

• Early warning on product quality issues

IBM Cognos Content Analytics Deliver insight about your overall business from your content

Leverage & Exploit


Deliver new insight from content assets by:

• KnowingKnowing your content by dynamically analyzing it to make rapid decisions about it, to cut costs and optimize storage

• TrustTrust content to create more complete, in-depth single version of the truth as encapsulated in organizations’ master data for customers/citizens

• Leveraging and exploitingLeveraging and exploiting content to spot issues and important trends that may fall outside of the normal business reporting channels and deliver new insights to business users across the organization.

Trusted Content Analytics Summary

InfoSphere Content Assessment

InfoSphere Master Content

Cognos Content Analytics


In Summary: Only IBM delivers the broadest and deepest innovative ECM capabilities


BPM Adv Case Mgmt






Optimization

Automation


[email protected]

February, 2010

© 2009 IBM Corporation IBM 4 Waves of ECM Innovation David Caldeira Director, ECM Products and...

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Transcript of © 2009 IBM Corporation IBM 4 Waves of ECM Innovation David Caldeira Director, ECM Products and...