Enterprise Content Management - Aalto University

SoberITSoftware Business and Engineering Institute

HELSINKI UNIVERSITY OF TECHNOLOGY

Enterprise Content Management

Timo ItäläSoberIT T-86.5141

11.10.2006

@ Timo Itälä 2006 2



Contents

What and Why is Enterprise Content ManagementECM components

CaptureManageStorePreserveDeliver

ECM characteristicsCase 1: CanterCase 2: Pöyry




Content Management

We produce contentWe consume contentWe need to manage content

e.g. DATA

ENTERPRISE ARCHITECTURE - A FRAMEWORK

Builder

SCOPE(CONTEXTUAL)

MODEL(CONCEPTUAL)

ENTERPRISE

Designer

SYSTEMMODEL(LOGICAL)

TECHNOLOGYMODEL(PHYSICAL)

DETAILEDREPRESEN- TATIONS(OUT-OF- CONTEXT)

Sub-Contractor

FUNCTIONINGENTERPRISE

DATA FUNCTION NETWORK

e.g. Data Definition

Ent = FieldReln = Address

e.g. Physical Data Model

Ent = Segment/Table/etc.Reln = Pointer/Key/etc.

e.g. Logical Data Model

Ent = Data EntityReln = Data Relationship

e.g. Semantic Model

Ent = Business EntityReln = Business Relationship

List of Things Importantto the Business

ENTITY = Class ofBusiness Thing

List of Processes theBusiness Performs

Function = Class ofBusiness Process

e.g. Application Architecture

I/O = User ViewsProc .= Application Function

e.g. System Design

I/O = Data Elements/SetsProc.= Computer Function

e.g. Program

I/O = Control BlockProc.= Language Stmt

e.g. FUNCTION

e.g. Business Process Model

Proc. = Business ProcessI/O = Business Resources

List of Locations in which the Business Operates

Node = Major BusinessLocation

e.g. Business Logistics System

Node = Business LocationLink = Business Linkage

e.g. Distributed System

Node = I/S Function(Processor, Storage, etc)Link = Line Characteristics

e.g. Technology Architecture

Node = Hardware/SystemSoftware

Link = Line Specifications

e.g. Network Architecture

Node = AddressesLink = Protocols

e.g. NETWORK

Architecture

Planner

Owner

Builder

ENTERPRISEMODEL

(CONCEPTUAL)

Designer

SYSTEMMODEL

(LOGICAL)

TECHNOLOGYMODEL

(PHYSICAL)

DETAILEDREPRESEN-

TATIONS (OUT-OF

CONTEXT)

Sub-Contractor

FUNCTIONING

MOTIVATIONTIMEPEOPLE

e.g. Rule Specification

End = Sub-condition

Means = Step

e.g. Rule Design

End = ConditionMeans = Action

e.g., Business Rule Model

End = Structural AssertionMeans =Action Assertion

End = Business ObjectiveMeans = Business Strategy

List of Business Goals/Strat

Ends/Means=Major Bus. Goal/Critical Success Factor

List of Events Significant

Time = Major Business Event

e.g. Processing Structure

Cycle = Processing CycleTime = System Event

e.g. Control Structure

Cycle = Component CycleTime = Execute

e.g. Timing Definition

Cycle = Machine CycleTime = Interrupt

e.g. SCHEDULE

e.g. Master Schedule

Time = Business EventCycle = Business Cycle

List of Organizations

People = Major Organizations

e.g. Work Flow Model

People = Organization UnitWork = Work Product

e.g. Human Interface

People = RoleWork = Deliverable

e.g. Presentation Architecture

People = UserWork = Screen Format

e.g. Security Architecture

People = IdentityWork = Job

e.g. ORGANIZATION

Planner

Owner

to the BusinessImportant to the Business

What How Where Who When Why

John A. Zachman, Zachman International (810) 231-0531

SCOPE(CONTEXTUAL)

Architecture

e.g. STRATEGYENTERPRISE

e.g. Business Plan

TM




Knowledge intensive organizations

use 16% of working time to search for informationuse 10-15 % of the income of the organization to create, manage and distribute documentsuse 60 % of working time to handle documents

A case study: Average amount of documents received and send per day:

Organization A: 92 pagesOrganization B: 74 pagesOrganization X: 200+ pages (information intensive)

Source: Pasi Tyrväinen, University of Jyväskylä




Content within the enterpriseMultiple content creators within the organization

Marketing/CommunicationsHR Engineering/Product developmentTechnical publications/product supportTrainingCustomer support

Creating numerous information productsBrochures, product information sheets, proposals, press releases, speeches, presentations, annual reportsEmployee training materials, policies and proceduresUser guides, online help, reference documents, application guidesProduct specifications, design documents, test plansRegulatory materialsFAQs, customer support materialsClassroom or web-based training

For multi-channel deliveryPaperWebWireless

For multiple content usersCustomersSuppliersChannel partnersEmployees




Content management problems

Searching and finding the right contentSearch -> result setMinimizing the result setFree text search vs. keyword search

Keeping track of different versionsHow to coordinate multiple updates

Re-usabilityHow to use the same content for different purposes




Enterprise content management

Enterprise Content Management (ECM) is the technologies used to capture, manage, store, preserve and deliver content and documents related to organizational processes. ECM tools and strategies allow the management of an organization´s unstructured information, wherever that information exists.

AIIM is the international authority on Enterprise Content Management (ECM):

Founded in 1943 as the National Microfilm Association. Later became the Association for Information and Image Management.




Two basic roles

Content consumerneed to accomplish a taskneed to take a decisionneed to be informed about important eventsNeed: Get the right information at the right time in the right format

Content creatorcreates content for someonecreates contents for some purposeNeed: Make the content useable




Basic questions

Content consumerWhoWhy (what purpose)What WhenHowWhere

Content creatorWhatWhoWhenWhereHowWhy

e.g. DATA

ENTERPRISE ARCHITECTURE - A FRAMEWORK

Builder

SCOPE(CONTEXTUAL)

MODEL(CONCEPTUAL)

ENTERPRISE

Designer

SYSTEMMODEL(LOGICAL)

TECHNOLOGYMODEL(PHYSICAL)

DETAILEDREPRESEN- TATIONS(OUT-OF- CONTEXT)

Sub-Contractor

FUNCTIONINGENTERPRISE

DATA FUNCTION NETWORK

e.g. Data Definition

Ent = FieldReln = Address

e.g. Physical Data Model

Ent = Segment/Table/etc.Reln = Pointer/Key/etc.

e.g. Logical Data Model

Ent = Data EntityReln = Data Relationship

e.g. Semantic Model

Ent = Business EntityReln = Business Relationship

List of Things Importantto the Business

ENTITY = Class ofBusiness Thing

List of Processes theBusiness Performs

Function = Class ofBusiness Process

e.g. Application Architecture

I/O = User ViewsProc .= Application Function

e.g. System Design

I/O = Data Elements/Sets

Proc.= Computer Function

e.g. Program

I/O = Control BlockProc.= Language Stmt

e.g. FUNCTION

e.g. Business Process Model

Proc. = Business ProcessI/O = Business Resources

List of Locations in which the Business Operates

Node = Major BusinessLocation

e.g. Business Logistics System

Node = Business LocationLink = Business Linkage

e.g. Distributed System

Node = I/S Function(Processor, Storage, etc)Link = Line Characteristics

e.g. Technology Architecture

Node = Hardware/SystemSoftware

Link = Line Specifications

e.g. Network Architecture

Node = AddressesLink = Protocols

e.g. NETWORK

Architecture

Planner

Owner

Builder

ENTERPRISEMODEL

(CONCEPTUAL)

Designer

SYSTEMMODEL

(LOGICAL)

TECHNOLOGYMODEL

(PHYSICAL)

DETAILEDREPRESEN-

TATIONS (OUT-OF

CONTEXT)

Sub-Contractor

FUNCTIONING

MOTIVATIONTIMEPEOPLE

e.g. Rule Specification

End = Sub-condition

Means = Step

e.g. Rule Design

End = Condition

Means = Action

e.g., Business Rule Model

End = Structural AssertionMeans =Action Assertion

End = Business ObjectiveMeans = Business Strategy

List of Business Goals/Strat

Ends/Means=Major Bus. Goal/Critical Success Factor

List of Events Significant

Time = Major Business Event

e.g. Processing Structure

Cycle = Processing CycleTime = System Event

e.g. Control Structure

Cycle = Component CycleTime = Execute

e.g. Timing Definition

Cycle = Machine CycleTime = Interrupt

e.g. SCHEDULE

e.g. Master Schedule

Time = Business EventCycle = Business Cycle

List of Organizations

People = Major Organizations

e.g. Work Flow Model

People = Organization UnitWork = Work Product

e.g. Human Interface

People = RoleWork = Deliverable

e.g. Presentation Architecture

People = UserWork = Screen Format

e.g. Security Architecture

People = IdentityWork = Job

e.g. ORGANIZATION

Planner

Owner

to the BusinessImportant to the Business

What How Where Who When Why

John A. Zachman, Zachman International (810) 231-0531

SCOPE(CONTEXTUAL)

Architecture

e.g. STRATEGYENTERPRISE

e.g. Business Plan

TM




ECM components (AIIM definition)

Applications

Document ManagementWorkflow/Business Process ManagementRecords ManagementWeb Content ManagementCollaboration

CaptureCreate

Store

Deliver Use

Preserve

Manage

DM

WF/BPM

RM

WCM

Collab




ECM components (Extended)

Create Use

Capture

Store

Deliver

Preserve

Manage

DM

WF/ BPM

RM

WCM

Collab

User ManagementAuthenticationAuthorizationPersonalizationContent "owners"

Design of contentModularizationReusabilityFormats

MetadataModularizationReusabilityFormats

Content lifecycle management

CreateUpdateDeleteAccessPublishRefresh




Content

Content is information in structured, weakly structured, and unstructured forms held for use in an electronic system Content is not simply another word for document. Information objects comprise content, layout, and meta-data.




Content

Structured content is data delivered in a standardized layout from database-supported systems (e.g. formatted data sets from a database) Weakly structured content is information and documents that may include layout and metadata, but are not standardized (e.g. word processor files) Unstructured content is any kind of information objects whose contents cannot be directly referenced and which lack separation of content, layout, and metadata (images, GIF’s, video, language, faxes etc.)




Capture content

CaptureCreate

Metadata of the contentDescription Classification Lifecycle management parametersVersion number

ContentBinary fileFile name and format

Human created contentOffice documentsForm filling

Application created contentERP, CRM, BIXML, PDF




Content metadata

CaptureCreate

Classification schemasExisting one: Dublin Core etc.Enterprise´s own one: Agreement on and implementation of common classifications and how to use them

ClassificationHuman enteredAutomated




Document management

Capture

Store

Deliver

Preserve

Manage

DM

WF/ BPM

RM

WCM

Collab

Document management includes functions like: Check in/Check out For checking stored information for consistency Version management To keep track of different versions of the same information with their revisions and renditions (same information in a different format) Search and navigationFor finding information and its associated contexts VisualizingFor showing information in structures like virtual files, folders, and overviews




Collaboration Collaboration includes the following functions: Jointly usable information databases Joint, simultaneous, controlled information processing Knowledge based on skills, resources and background data for joint information processing Administration components such as whiteboards for brainstorming, appointment scheduling, project management etc. Communication application such as video conferencing Integration of information from other applications in the context of joint information processing

Capture

Store

Deliver

Preserve

Manage

DM

WF/ BPM

RM

WCM

Collab




WCM – Web Content Management Web Content Management includes the

following functions, among others: Creation of new or editing of existing information in a controlled generation and publishing process Delivery and administration of information for the web presentation Automatic conversion for various display formats, personalized display and versions Secure separation of access to public and non-public information Visualization for Internet presentation (browser, HTML, XML etc.)

Capture

Store

Deliver

Preserve

Manage

DM

WF/ BPM

RM

WCM

Collab




RM Records Management (file and archive management) Records Management functions are among

others: Imaging of file plans and other structured indexes for the orderly storage of information Unambiguous indexing of information, supported by thesauri or controlled wordlists Management of record retention schedules and deletion schedulesProtection of information in accordance with its characteristics, sometimes down to individual content components in documents Use of international, industry-specific or at least company-wide standardized meta-data for the unambiguous identification and description of stored information

Capture

Store

Deliver

Preserve

Manage

DM

WF/ BPM

RM

WCM

Collab




Wf Workflow / BPM Business Process Management There are different types of Workflow, for

example: “ProductionWorkflow”which uses predefined sequences to guide and control processes “Ad-Hoc Workflow”in which the user determines the process sequence on the fly.

Workflow solutions can be implemented as: “Workflow solutions”with autonomous

clients which users mostly work with, or as “Workflow Engines”which act as a background service controlling the information and data flow, without requiring an own client for this.

Capture

Store

Deliver

Preserve

Manage

DM

WF/ BPM

RM

WCM

Collab




Wf Workflow / BPM Business Process Management Workflow Management includes the following

functions, among others: Imaging of process and organization structures Capture, administration, visualization, and delivery of grouped information with its associated documents or data Incorporation of data processing tools (such as specific applications) and documents (such as office products) Parallel and sequential processing of procedures including simultaneous saving Reminders, deadlines, delegation and other administration functionalities Monitoring and documentation of process status, routing, and outcomes Tools for designing and displaying process

Capture

Store

Deliver

Preserve

Manage

DM

WF/ BPM

RM

WCM

Collab




Wf Workflow / BPM Business Process Management Among BPM’s functions are:

Complete workflow functionality Process and data monitoring at the server level EAI or Enterprise Application Integration, to link different applications BI or Business Intelligence, with rule structures, integration of information warehouses, and utilities that assist users in their work. BPM goes a step further than Workflow, aiming at the complete integration of all affected applications within an enterprise, with monitoring of processes and assembling of all required information.

Capture

Store

Deliver

Preserve

Manage

DM

WF/ BPM

RM

WCM

Collab




Store

RepositoriesLibrary servicesStorage technologies

Capture

Store

Deliver

Preserve

Manage

DM

WF/ BPM

RM

WCM

Collab




Store RepositoriesFile System Directory tree and file namesContent Management SystemManagement of metadata associated with the content files Databases Metadata, content and access Data Warehouses Historical data from applications. Document or Information Warehouses.

Capture

Store

Deliver

Preserve

Manage

DM

WF/ BPM

RM

WCM

Collab




Store Library servicesSearchRetrieval Management of storage

Online storage (direct access to data and documents) Nearline storage (data and documents on a medium that the drive can access, but for which robotics or something similar must first be set up) Offline storage (data and documents on a medium that is removed from system access)

Version management to control the status of information Check-in/Check-out, for controlled information provision Generation of logs and journals on information usage and edits, called an “audit trail.”

Capture

Store

Deliver

Preserve

Manage

DM

WF/ BPM

RM

WCM

Collab




Store Storage TechnologiesRead and Write Magnetic Online Media This includes hard drives as RAID (Redundant Array of Independent Disks) server drive subsystems, SAN (Storage Area Networks) as storage infrastructures and NAS (Network Attached Storage) as directly accessible network storage areas. Magnetic Tape In automated storage units like “Libraries”or“Silos”with robotics for access, used like DAT in smaller environments for backup but not online access. Digital Optical Media CD (CD-R for write-once, read-only Compact Disk, CD/RW for read-and-write Compact Disk), DVD (Digital Versatile Disk), MO (Magneto Optical), and other formats can be used for storage and distribution, or in jukeboxes for online storage.

Capture

Store

Deliver

Preserve

Manage

DM

WF/ BPM

RM

WCM

Collab




PreserveAmong the “Preserve” components are:

WORM (Write Once Read Many) rotating digital optical storage media, like WORM CD, as well as CD-R and DVD-R. WORM-Tape (magnetic tape with WORM characteristics) Used in special drives with specially secured tapes. CAS (Content Addressed Storage) magnetic hard drive storage With special software protection against overwriting, erasure, and editingNAS/SAN (Network Attached Storage / Storage Area Networks) Can also be used if they meet the requirements of edit-proof auditing acceptability with unchangeable storage, protection against manipulation and erasure, etc. Microfilm Can be used to backup information that is no longer in use and does not require machine processing. Paper Still has applications as a long-term storage medium, since it does not require migration, and can be read without any technical aids.

Capture

Store

Deliver

Preserve

Manage

DM

WF/ BPM

RM

WCM

Collab

Consideration: Continuous Migration




Deliver

For Output two functions are of primary importance: Layout/Design With tools for layouting and formatting output, and Publishing Applications for presenting Information for distribution and publication.

Capture

Store

Deliver

Preserve

Manage

DM

WF/ BPM

RM

WCM

Collab




Deliver

Among the “Deliver”components are: Transformation TechnologiesSecurity TechnologiesDistribution

Capture

Store

Deliver

Preserve

Manage

DM

WF/ BPM

RM

WCM

Collab




DeliverTransformation technologies

Among the transformation technologies are: COLD / ERM Computer Output on Laser Disk /Enterprise Reporting Management Personalization Personalization gives the user just those functions and information that he or she needs. XML (eXtensible Markup Language) A description language that allows description of interfaces, structures, metadata, and documents.PDF (Printable Document Format) An intelligent print and distribution format that enables the platform-independent presentation of information. PDFs permit content searches, the addition of metadata, and the embedding of electronic signatures.

Capture

Store

Deliver

Preserve

Manage

DM

WF/ BPM

RM

WCM

Collab




DeliverTransformation technologies

Continued transformation technologies:

Converters and Viewers Serve to reformat information to generate uniform formats, and also to display and output information from different formats. Compression Used to reduce the storage space needed for pictorial information. The ITU process (CCITT) is used for b/w for TIFFs, and JPEG2000 for color images. ZIP softwaresallow the compression of any kind of data for transfer. Syndication Used for presenting content in different formats, selections and forms in the context of Content Management. Syndication allows the same content to be used multiple times in different forms for different purposes.

Capture

Store

Deliver

Preserve

Manage

DM

WF/ BPM

RM

WCM

Collab




Deliver

Security technologies

Among the security technologies are:

Electronic signatures PKI (Private Key Infrastructure)Three forms of electronic signatures, of different quality and security: simple, advanced, and qualified. Digital Rights Management/ Watermarking. Used in Content Syndication and in MAM (Media Asset Management) for managing and securing intellectual property rights and copyrights.

Capture

Store

Deliver

Preserve

Manage

DM

WF/ BPM

RM

WCM

Collab




Deliver Distribution

Active componentse-mail, data media, memosPassive publication on websites and portals

Possible output and distribution media are: Internet, extranet and intranet E-business portals E-mail and fax Data transfer by EDI, XML or other formats Mobile devices like mobile phones, communicators and others Data media like CDs and DVDs Digital TV and other multimedia services Paper

Capture

Store

Deliver

Preserve

Manage

DM

WF/ BPM

RM

WCM

Collab




GCM Global Content Management

What is needed?Metadata support for country-language pairsParent-child relationships to describe inter-language dependenciesWorkflow hand-offs to and from a translation processThe ability to alert concerned parties to changes in source content that require attention in dependent languages




ECM CharacteristicsIn his article in ComputerWoche (September 2001), Ulrich Kampffmeyer concentrated the claimed benefit of an enterprise content management system to three key ideas that distinguish such solutions from Web content management:

"Enterprise Content Management as integrative middlewareECM is used to overcome the restrictions of former vertical applications and island architectures. The user is basically unaware of using an ECM solution. ECM offers the requisite infrastructure for the new world of web-based IT, which is establishing itself as a kind of third platform alongside conventional host and client/server systems. Therefore, EAI Enterprise Application Integration and SOA Service Oriented Architecture will play an important role in the implementation and use of ECM.




ECM Characteristics

Enterprise Content Management components as independent services

ECM is used to manage Information without regard to the source or the required use. The functionality is provided as a service that can be used from all kinds of applications. The advantage of a service concept is that for any given functionality only one general service is available, thus avoiding redundant, expensive and difficult to maintain parallel functions. Therefore, standards for interfaces connecting different services will play an important role in the implementation of ECM.




ECM Characteristics

Enterprise Content Management as an uniform repository for all types of information

ECM is used as a content warehouse (both data warehouseand document warehouse) that combines company information in a repository with a uniform structure. Expensive redundancies and associated problems with information consistency are eliminated. All applications deliver their content to a single repository, which in turn provides needed information to all applications. Therefore, Content Integration and ILM Information Lifecycle Management will play an important role in the implementation and use of ECM.




ECM summary

Recent trends in business and government indicate that ECM is becoming a core investment for organizations of all sizes, more immediately tied to organizational goals than in the past: increasingly more central to what an enterprise does, and how it accomplishes its mission. (AIIM Industry Watch: State of the ECM Industry ©2006 AIIM – "The ECM Association Moving from Why? To How?: The Maturing of ECM Users")




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