using portal governance to create a better web experience

© 2011 IBM Corporation

BP302: Using Portal Governance to Create a Better Web Experience

Michael Porter | Principal | Perficient

© 2011 IBM Corporation 2

Agenda

● Why Governance

─ The problem

─ How governance will help

● Setting your Vision and Road Map

● Governance Organization

─ Strategic

─ Tactical

─ Operational

─ Business Administration

● Roles and High level tasks

─ What you need with an enterprise foundation

● Thoughts on prioritization


Why Governance: When Portals fail

● Organizational─ Portal vision not defined

─ No structure in place to coordinate between IT, Marketing, Communications, Operations, etc.

─ No way to align the technology to business needs

─ No structure in place to prioritize the many things you can do

─ No one to make final decisions

● Technical─ Mis-use of the technology

─ Poor architecture: a portal will scale as well as you architect it

─ Failure to identify gaps like integration, search, content management, business process, etc.

● Foundational─ Infrastructure not setup correctly

─ Release management not setup or setup incorrectly

─ Portal built as one off solution and therefore way too expensive

Portals fail for various reasons:


Enterprise Portal Should Cut Across Multiple Sites


Successful Solutions Take a Holistic View

● Take into account all aspects of a portal

● Setup a foundation to re-use your portal infrastructure and components

● Setup lines of communication between the business and IT

● Define how to do common tasks─ Single Sign On

─ Surface an existing application

─ Create a new applications

─ Manage Content

─ Share files

─ etc.

● Work iteratively, an enterprise portal is never one and done


Aspects of a Successful Deployment

● Does it meet the end users goals?

● Is it well used?

● Can you prove you saved money?

● Can you prove increased revenue?

● Does your organization view it as a success?

● Are you using the portal as a tool to get to your end goals and not as the goal itself?


Governance Framework


Agenda

● Why Governance

─ The problem




─ Strategic

─ Tactical

─ Operational






Vision and Alignment

1. Meet with Leaders

2. Understand their business needs

3. Educate them on what a portal can doa. Portal 101

b. Content Management 101

c. Collaboration 101

4. Align portal to the business

5.Define what other parts you will needa. Portal never does it all

6. Prioritize a. By audience

b. By what it will do


Sample Vision

● Customers● Prospects● New Customers● Existing Customer

● Partners

● Suppliers

● Employees

● The Portal will drive sales● Web Channel for SMB )sales, care,

service)

● The portal will decrease costs through automation and access to information

● Customer, Partner, Employee

● The portal will improve and automate premium services

● Company A service differentiation● Improved services to help encourage

adoption of self service for elite customers

● The place for customer and partner to conveniently interact with company A

● NOT the only place● Will Provide a positive customer and

partner experience

Constituents What is the Portal


●

●

●

●

●

●

●

organization, and technology

● Create a Roadmap


Establish Communication with all users

Communicate to:

● Sponsors

● Developers

● Power users

● Various lines of business

● Infrastructure owners

User various approaches

● Portal Communications Site

● Lunch and Learn

● Employee or customer newsletter

● Intranet

● etc.


Setup a Foundation on Which to Build

Create re-usable:

● Building Blocks

● Portlets

● Release and change processes

● Monitoring Processes

● Testing Scripts

● Development tools

● Coding standards

● Code snippets

● Templates


Another Way of Looking at it.........

ReusableServices

PredefinedIntegration

Models

It all comes Together on The portal

screen


Agenda

● Why Governance

─ The problem




─ Strategic

─ Tactical

─ Operational






Tactical Governance

Center of Excellence Support Projects

Trained DevelopersForm core of project Common roles

For project


Business Administration

Modern portals must let business users manage the site. IT cannot be a roadblock

● Create content

● Create pages

● Preview in Stage

● Create collaborative content─ Blogs

─ Wikis

● Change Theme


Agenda

● Why Governance

─ The problem




─ Strategic

─ Tactical

─ Operational






RACI – Portal Operations


RACI – Business Administration

In some cases this is a radical shift.Business Users have to contribute.

For the full spreadsheet, email me: [email protected]


Agenda

● Why Governance

─ The problem




─ Strategic

─ Tactical

─ Operational






Evolution of the Portal Demands Constant Feedback

1. Meetings with the business

2. Feedback Portlet

3. Idea Jam

4. Metrics a. CoreMetrics

b. Omniture

c. WebTrends

5.User Testinga. Before launch

b. After launch

6.Competitor Analysis


Definition of Your Next Move Involves Careful Prioritization

1. What is the business value?a. How important is it that they get this

new feature?

2.What is the Organizational Readiness?a. How ready is the business to support

this new feature

b. Remind the business that they are owners of this site

3. What is the complexitya. Can a developer do it in a day?

b. In two weeks?

c. In five months?


Thank YouMichael Porter

Principal

Perficient

[email protected]

Blog: http://blogs.perficient.com/portals/

M: 801-310-4669


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