wake up, enterprise it
Post on 01-Nov-2014
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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
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