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

The technologies to capture, manage, store, preserve and deliver information in

the context of business processes (a.k.a. “unstructured information”)

Enterprise IT

•  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

Contact AIIM to schedule a 1 day System of Engagement briefing

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

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AIIM Task Force

For more information -- http://www.aiim.org/futurehistory

Digesting Y2K binge, tech bubble, finance meltdown, widening consumption gap

Famine 2003-2010

Feast 1995-2002

Famine 1987-1994

Feast 1979-1986

Famine 1971-1978

Feast 1963-1970

Time of the Great Happiness (Client-Server and Internet tornados intensified by Y2K pull-forward)

Minicomputer and PC tornados power departmental OLTP apps

Multiple chasm crossings stall adoption of Client-Server (LAN, Windows, Workstations, RDBMS)

Demise of the BUNCH (Burroughs, Univac, NCR, Control Data, Honeywell) Mainframe tornado powers batch-processed financial apps

A Short History of Enterprise IT

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

   Web  technologies.  

   Explosion  of  risk  concerns.  

   Entry  of  SharePoint.  

   User  frustra;on  with  cost  and  complexity.  

   Rise  of  Saas  and  Open  Source  op;ons.  

A Short History of Content Management

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

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

The Big Disconnect – Employee Level

Why do I know more about what my high school girlfriend had for dinner than what

is going on in my organization?

How can it be that I am so powerful as a consumer and so lame as an

employee?

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?

The Big Disconnect – CEO

How can I find the money to fund new initiatives given how much my legacy systems cost?

How do I drive: 1) operating dexterity and 2) customer

engagement?

Systems of Engagement have emerged in response to these tensions…

Systems of Record, Meet Systems of Engagement

•  Collaborative filtering •  Behavioral targeting •  Personalized transactions •  Location-based services •  Predictive analytics •  Machine learning •  Fraud detection •  Multi-channel engagement •  Social networking

•  Enterprise Facebook •  Enterprise YouTube •  Enterprise Twitter •  Global presence detection •  On-demand conferencing •  Telepresence everywhere •  Mobile access to everything •  Global search

Systems of Engagement are in tension with Systems of Record.

Command and control

Transaction-oriented

Document-centric

User learns system

Security is key issue

Interaction-oriented

Conversation-centric

System learns user

Privacy is key issue

Collaborative

How will social and collaborative technologies transform my core processes?

Market Sell Support

Outbound (CMO) • Channel Mgmt to New Channels • Social Tools for Social Engagement • Content Analytics for Pers Engagement

Source Buy Deploy

Inbound (CFO) • Supplier Planning •  Inter-Enterprise Collaboration • Process Analytics

Design Build Deliver

Product (CTO) • Project Management & Collaboration • Product Introduction • Virtual Expert

Plan Provision Report

Strategic (CIO) • Mobile Management • Rapid Planning and Provisioning • Compliance (Archive, Records)

Source: John Newton, Alfresco

Systems of Engagement will transform value chains

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

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

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

purpose?

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AIIMcommunities.org

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AIIM.org/8things

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AIIM.org/research

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AIIM.org/training