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Of Enterprise Software ENTERPRISE INFORMATION MANAGEMENT THE NEXT GENERATION OF ENTERPRISE SOFTWARE Enterprise Information Management: The Next Generation of Enterprise Software Mark J. Barrenechea Tom Jenkins Mark J. Barrenechea Tom Jenkins ENTERPRISE INFORMATION MANAGEMENT THE NEXT GENERATION OF ENTERPRISE SOFTWARE ACKNOWLEDGEMENTS This book is dedicated to the staff, partners, and customers of OpenText Corporation and its subsidiaries. This book is possible due to their combined efforts, innovation, and collective vision. We would like to thank the staff, users, and partners of OpenText Corporation for their contributions to this book. Special thanks go to writer and editor Rebecca Graves, editor Elizabeth Chestney- Hanson, and the following contributors: Adam Howatson, Xavier Chaillot, Kevin Cochrane, Marten Den Haring, Kimberly Edwards, Lynn Elwood, Liz Kofsky, Agnes Kolkiewicz, Ankur Laroia, Debra Lavoy, Stephen Ludlow, Marci Maddox, Muhi Majzoub, John Price, Lubor Ptacek, Jason Weir, Gary Weiss, Brian Wick, Neil Wilson, Daniela Santarossa, Erin Schwab, Melissa Noto, Adam Binaut, Jeff Cowan, Keith Sauve, Craig Reidel, and Joe Dwyer. We would also like to thank program managers Eric Bencina and Greg Beckman, as well as the contributors to the EIM white paper series. Their efforts and significant contributions made this book possible. Specific resources are accredited in the Bibliography. Mark J. Barrenechea Tom Jenkins II ENTERPRISE INFORMATION MANAGEMENT THE NEXT GENERATION OF ENTERPRISE SOFTWARE CONTENTS Acknowledgements ........................................................................................................ II Foreword ........................................................................................................................V Introduction ...................................................................................................................VII 1. Enterprise Information Management: ..................................................................... 2 The Evolution of Information Management 2. Enterprise Content Management: ........................................................................ 32 Governing the Power of Information 3. Business Process Management: .......................................................................... 56 Accelerating the Power of Information 4. Customer Experience Management: .................................................................... 76 Experiencing the Power of Information 5. Information Exchange: ......................................................................................... 100 Extending the Power of Information 6. Discovery: ............................................................................................................ 120 Discovering the Power of Information 7. Information Governance: .................................................................................... 140 Holistic Governance, Compliance, and Risk Management 8. Information Security: .......................................................................................... 156 Protecting the Power of Information 9. The Social Enterprise: ......................................................................................... 176 Unlocking Social Value 10. Mobile Computing and the Cloud: ..................................................................... 192 The Impact of Disruptive Innovation on EIM 11. Focused on the Value: ........................................................................................ 214 EIM Capability Drives Value 12. Information Flows and the Journey:Mark ................................................................... J. Barrenechea228 Optimizing Value Chains with EIM Afterword ....................................................................................................................Tom Jenkins247 ENTERPRISE INFORMATION MANAGEMENT III Barrenechea, Mark J. Jenkins, Tom Enterprise Information Management: The Next Generation of Enterprise Software First Printing, November 2013 Printed in Canada First Edition ISBN ISBN 978-0-9936047-0-6 $29.00 U.S. Published by Open Text Corporation 275 Frank Tompa Drive Waterloo, Ontario, Canada N2L 0A1 (519) 888-7111 [email protected] www.opentext.com All rights reserved. Copyright © 2013 Open Text Corporation. No part of this book may be reproduced or transmitted in any form or by any means, electronic or mechanical, including photocopying, recording, scanning, or by any information or retrieval system, without the express written consent of Open Text Corporation. Open Text Corporation will seriously consider any request to reproduce or use portions of this book, and would encourage any party interested in doing so to contact: [email protected]. In the event such consent is provided, Open Text Corporation will reserve the right to review and approve the final form and manner in which the portion of this book is reproduced and used. IV ENTERPRISE INFORMATION MANAGEMENT THE NEXT GENERATION OF ENTERPRISE SOFTWARE FOREWORD The role of the CIO is evolving. This is, in part, because technologies that CIOs and IT executives commandeer are evolving—some faster than the enterprise can keep up with. The focus of the CIO has shifted from concerns about infrastructure, performance, cost reduction, risk control, and adoption to requirements for security, governance, virtualization, integration, the consumerization of IT, growth, competitive advantage, and innovation. The responsibilities of the CIO hinge on mastering a multi-faceted and rich technology infrastructure that’s greatest disrupters are cloud computing, consumerization, and mobile technologies. Today’s CIO is required to deliver value at individual, departmental, and enterprise levels. This reaches beyond the firewall to an ability to create and capitalize on opportunity to implement technology solutions that build competitive advantage. In today’s global economy, technology plays a pivotal role in helping organizations stand out in a crowded marketplace. Technologies like social media and the way it is consumed (the consumerization of IT) are impacting the tech buying process. Increases in budget have been designated to areas of mobility, analytics, security, and collaboration. These areas align around enterprise content—content that must be created, shared, transformed, analyzed, and protected. Doing all of this well helps differentiate an organization from its competitors. Data and analytics, for example, add insight to improve business decisions and uncover new opportunities for business transformation. Over the last 30 years, CIOs have been focused on automating processes and transactions for structured information with Enterprise Resource Planning (ERP). This book contends that CIOs will spend the next 30 years focused on automating processes and transactions for unstructured information with Enterprise Information Management (EIM). Unstructured information is today’s oil. Being able to capture, preserve, manage, and build information-oriented applications on this information is the next frontier of competitive business. This book describes how EIM is the key—the force multiplier—that will help organizations unlock the untapped value of their information to realize true competitive advantage. The core sets of technologies for Enterprise Content Management (ECM), Business Process Management (BPM), Customer Experience Management (CEM), Information Exchange, and Discovery form a comprehensive Markplatform for Enterprise J. Barrenechea Information Management. ECM directs information flows effortlessly from capture through archiving and disposition for more secure and consistent governance policies across any type of content in the enterprise. Tom Jenkins ENTERPRISE INFORMATION MANAGEMENT V ENTERPRISE INFORMATION MANAGEMENT THE NEXT GENERATION OF ENTERPRISE SOFTWARE BPM technologies empower employees, customers, and partners with smart processes applications and information to accelerate processes and build agile enterprises. CEM solutions help organizations deliver exceptional experiences in response to market feedback and opportunities, accelerating time to market. Information Exchange solutions empower people to accelerate and control how information is delivered—increasing the security and reliability of sensitive or complex communications. Discovery applications derive value from growing volumes of content trapped in silos across an organization to help the enterprise transition from query to insight to action. As an approach, a strategy, and an integrated suite, EIM optimizes the information flows that formulate the foundation of an organization’s commercial operations. Enterprise Information Management unlocks the potential for superior quality and performance, reduced regulatory cost and risk, optimally efficient business processes, more engaging social and personalized experiences, and effective online commerce and information exchange—on premise, in the cloud, and on mobile devices. Mark J. Barrenechea President & CEO, OpenText Corporation Mark J. Barrenechea Tom Jenkins VI ENTERPRISE INFORMATION MANAGEMENT THE NEXT GENERATION OF ENTERPRISE SOFTWARE INTRODUCTION When information workers are given the ability to connect, they create value by increasing each other’s knowledge and decision-making ability. When exchanges like this are captured they become an enterprise resource that can be used to create value for all employees and impact the entire business. In an increasingly social and mobile world, the means by which
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