© 2009 IBM Corporation
IBM 4 Waves of ECM Innovation
David CaldeiraDirector, ECM Products and Strategy
February , 2010
© 2009 IBM Corporation
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
© 2009 IBM Corporation
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
© 2009 IBM Corporation
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
© 2009 IBM Corporation
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
© 2009 IBM Corporation
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
© 2009 IBM Corporation
Content Under Management – the Foundation of ECM
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
© 2009 IBM Corporation
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
© 2009 IBM Corporation
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.
© 2009 IBM Corporation
IBM ECM is Essential for Enterprise Report Management
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 statement & report printed electronic output and presentment for the enterprise
© 2009 IBM Corporation
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
© 2009 IBM Corporation
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
Production Imaging &
Capture
Enterprise Report
Management
Office Document
Management
ECM Standardization & ConsolidationOther Repositories
© 2009 IBM Corporation
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
© 2009 IBM Corporation
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
Production Imaging &
Capture
Enterprise Report
Management
Office Document
Management
ECM Standardization & ConsolidationOther Repositories
© 2009 IBM Corporation
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
MARKETINGCUSTOMERS& PARTNERS
LEGAL HR R&DFINANCESALES & SUPPORT
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
Imaging/Document
Mgmt
ReportMgmt
Web Content/Media Asset
Mgmt
Database/CustomSystems
NetworkFile
Systems
Workflow/Business
Process Mgmt
SELF-SERVICE COMPLIANCE WEBSITESCALL CENTER CRM / ERP
CUSTOMERSERVICE
MARKETINGCUSTOMERS& PARTNERS
LEGAL HR R&DFINANCESALES & SUPPORT
CUSTOMERSERVICE
MARKETINGCUSTOMERS& PARTNERS
LEGAL HR R&DFINANCESALES & SUPPORT
IBM Content Integrator
Chaotic Content Access &Search Standardized Content Access & Search
© 2009 IBM Corporation
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
Production Imaging &
Capture
Enterprise Report
Management
Office Document
Management
ECM Standardization & ConsolidationOther Repositories
© 2009 IBM Corporation
Enhanced compliance posture also dramatically reduces cost and integrates structured data
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
Optimization
Automation
© 2009 IBM Corporation
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
© 2009 IBM Corporation
IBM Information Lifecycle Governance (ILG) Model
© 2009 IBM Corporation
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
© 2009 IBM Corporation
Activated content drives line of business value of case management and evolution to ACM
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
• Improve customer experience• Reduce cycle time• Reduce costs
Optimization
• Reduce risks• Reduce costs
Automation
© 2009 IBM Corporation
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
© 2009 IBM Corporation
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
© 2009 IBM Corporation
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…”
© 2009 IBM Corporation
Case Management has Four Major Pillars
© 2009 IBM Corporation
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
© 2009 IBM Corporation
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
© 2009 IBM Corporation
Content Analytics Opens Potential for Business Performance Gains Through NEW Unique Capabilities
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
Optimization
Automation
© 2009 IBM Corporation
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
© 2009 IBM Corporation
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
© 2009 IBM Corporation
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
© 2009 IBM Corporation
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
© 2009 IBM Corporation
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
© 2009 IBM Corporation
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
© 2009 IBM Corporation
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
© 2009 IBM Corporation
• 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
© 2009 IBM Corporation
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
© 2009 IBM Corporation
In Summary: Only IBM delivers the broadest and deepest innovative ECM capabilities
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
Optimization
Automation
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