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Top ECM Trends in Digital Enterprise

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Webinar discussing the top trends driving the Digital Enterprise with Content and Process. ECM has never been more important to driving productivity in the enterprise. Forrester's Cheryl McKinnon discusses the top trends that leaders are using to build the Digital Enterprise.

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Top ECM Trends in Digital Enterprise

  1. 1. Top ECM Trends Driving The Digital Enterprise @johnnewton, Alfresco Founder and CTO @CherylMcKinnon, Forrester
  2. 2. The open platform for business-critical content management and collaboration. is Simple + Smart
  3. 3. Alfresco streamlines business-critical content processes • financial reporting • rich media publishing • government records • employee forms • customer invoices • research reports • insurance claims • legal contracts
  4. 4. Operating at Scale 500,000,000+ documents 10 largest deployments average over 60 million files each, with the largest topping between 500 million to 1 billion. 100,000+ users 10 largest deployments average over 72,000 users, with the largest topping 100,000 users. 250,000+ docs/hour A US government agency ingests 250,000+ enrollment records per hour into Alfresco.
  5. 5. ECM in 2014: The Technologies and Trends That Matter Cheryl McKinnon, Principal Analyst November 2014
  6. 6. Agenda › ECM fundamentals — tools and tech › ECM and the digital enterprise › Where to start when creating or refreshing an ECM program › Key trends that are shaping the evolution of the ECM market © 2014 Forrester Research, Inc. Reproduction Prohibited 6
  7. 7. Agenda › ECM fundamentals — tools and tech › ECM and the digital enterprise › Where to start when creating or refreshing an ECM program › Key trends that are shaping the evolution of the ECM market © 2014 Forrester Research, Inc. Reproduction Prohibited 7
  8. 8. ECM includes three core areas FOUNDATIONAL REPOSITORY CAPABILITIES PROTECT BUSINESS AND TRANSACTIONAL CONTENT › Foundational repository capabilities underpin content management applications. › Business content drives the day-to-day workplace experience. › Transactional content drives repeatable processes for front and back office. › Core areas are connected by APIs and interoperability services. Source: May 12, 2014, “Assess ECM Suites, Platforms, And Point Solutions To Solve Content Challenges” Forrester report © 2014 Forrester Research, Inc. Reproduction Prohibited 8
  9. 9. Business and transactional content is managed with key foundational capabilities Source: May 12, 2014, “Assess ECM Suites, Platforms, And Point Solutions To Solve Content Challenges” Forrester report © 2014 Forrester Research, Inc. Reproduction Prohibited 9
  10. 10. APIs and interoperability connect content applications with underlying repositories › The CMIS (content management interoperability services) standard is becoming an early — but important — component of an ECM strategy in large enterprises. • 12% of ECM decision-makers include interoperability as key to their strategy. › Proprietary APIs are no longer preferable to open APIs. › The move to Agile methodologies means developers want shorter learning curves and iteration cycles. Source: July 2014 Global Enterprise Content Management and Archiving Online Survey © 2014 Forrester Research, Inc. Reproduction Prohibited 10
  11. 11. Transparent content services enable content application delivery Source: May 15, 2014, “Rethinking ECM: Content Finds Its Place In Agile, Mobile, And Growth-Focused Enterprises” Forrester report © 2014 Forrester Research, Inc. Reproduction Prohibited 11
  12. 12. Agenda › ECM fundamentals — tools and tech › ECM and the digital enterprise › Where to start when creating or refreshing an ECM program › Key trends that are shaping the evolution of the ECM market © 2014 Forrester Research, Inc. Reproduction Prohibited 12
  13. 13. ECM Future Being Shaped By New Use Case › Modernize field sales and service activities. › Improve customer satisfaction levels. › Provide secure workspaces for sensitive content that needs to be shared. › Create documents in the moment with mobile. › Use content to support dimensions of an Agile enterprise. © 2014 Forrester Research, Inc. Reproduction Prohibited 13
  14. 14. Digital Touchpoints Affect Every Stage Of The Customer Life Cycle April 2014 “Understand The Digital Business Landscape” © 2014 Forrester Research, Inc. Reproduction Prohibited
  15. 15. Help the information worker succeed “Which of the following are the most important drivers for your organization’s investment in ECM?” (Select up to three that apply.) 6% 14% 22% 31% 31% 42% 38% 38% 53% 52% 69% Improved search Content sharing Regulatory compliance Consolidation of archives Cost-effective automation Paper reduction Improved customer service eDiscovery support Version control Faster customer on-boarding Other, please explain 0% 20% 40% 60% 80% Base: 64 ECM professionals; Source: July 2014 Global Enterprise Content Management and Archiving Online Survey © 2014 Forrester Research, Inc. Reproduction Prohibited 15
  16. 16. Content from systems of engagement flows into systems of record (and vice versa) Source: May 12, 2014, “Assess ECM Suites, Platforms, And Point Solutions To Solve Content Challenges” Forrester report © 2014 Forrester Research, Inc. Reproduction Prohibited 16
  17. 17. New Content Types Being Missed For which of the following content types/applications does your organization currently or plan to implement External social media (e.g., Facebook, LinkedIn, Twitter) (N=114) Public Web sites(N=115) Mobile device messaging / SMS / Texts (N= 109) Physical records (N=128) Intranet or company portal (N=117) Shared drives (N=122) Email(N=128) Document management/ECM systems (N-130) Databases (N=118) © 2014 Forrester Research, Inc. Reproduction Prohibited technology for managing retention? 17 32 26 25 32 18 5 13 4 5 12 29 36 17 17 18 18 7 27 14 17 48 20 83 53 7 9 28 12 8 11 15 4 1 6 8 54 53 42 68 37 Cloud-based file sharing and collaboration (e.g. Box) (N=117) Not interested Interested but no plans In the process of implementing Implemented Base: European records management professionals(some options not shown, multiple responses allowed) Source: Forrester Research and IRMS European Records Management Online Survey, Q1 2014
  18. 18. Agenda › ECM fundamentals — tools and tech › ECM and the digital enterprise › Where to start when creating or refreshing an ECM program › Key trends that are shaping the evolution of the ECM market © 2014 Forrester Research, Inc. Reproduction Prohibited 18
  19. 19. Business metrics help identify ROI “Where have you recognized ROI in ECM?” (Select all that apply) 8% 12% 11% 14% 26% 25% 40% 37% 52% Process automation Archive consolidation Paper savings Less expensive compliance Faster delivery of products or services to market Reduction of staff Faster path to customer revenue Other Do not know 0% 20% 40% 60% Base: 65 ECM professionals; Source: July 2014 Global Enterprise Content Management and Archiving Online Survey © 2014 Forrester Research, Inc. Reproduction Prohibited 19
  20. 20. Migration and governance are top challenges “What are the biggest challenges facing ECM in your organizations today?” 8% 58% 57% 49% 48% 40% 32% 29% 26% 25% 23% 15% Migrating content from old systems or storage locations Lack of coordinated governance Proliferation of file shares and Sharepoint User adoption of existing ECM solutions Difficulty integrating with other repositories or new… Lack of available expertise and implementation Lack of budget and executive support Cost and implementations difficulties of ECM systems Proliferation of unauthorized file-sharing sites Difficult to quickly add or update applications with… Cost of annual maintenance on software not deployed Other, please explain 0% 20% 40% 60% 80% Base: 64 ECM professionals; Source: July 2014 Global Enterprise Content Management and Archiving Online Survey © 2014 Forrester Research, Inc. Reproduction Prohibited 20
  21. 21. Business and Technology Managers Both Have Roles When Migrating Content Source: June 2014 “Maximize The Business Value Of New ECM Deployments With A Clear Migration Strategy” © 2014 Forrester Research, Inc. Reproduction Prohibited
  22. 22. Characteristics of strong ECM teams › They align to specific business objectives and metrics. › They measure progress and work to continuously improve deployments. › They establish governance that guides how they make decisions. › They use adaptive or agile methodologies. › They collaborate across teams. © 2014 Forrester Research, Inc. Reproduction Prohibited 22
  23. 23. A federated approach to an ECM program team Source: January 28, 2014, “Assemble A Strong Cross-Functional Team To Achieve ECM Program Excellence” Forrester report © 2014 Forrester Research, Inc. Reproduction Prohibited 23
  24. 24. Inputs and sources of data for ECM improvement › Elicit feedback from ECM system users. • Conduct usability tests during the design and development phases of deployment. • Review help desk reports to analyze bugs and enhancement requests. • Perform user interviews or surveys to get qualitative input. • Extract and analyze system data for usage patterns and insights. © 2014 Forrester Research, Inc. Reproduction Prohibited 24
  25. 25. Look for automation opportunities › 26% of ECM decision-makers are doing auto-classification or categorization in a production environment. • In addition, 31% are “interested” but with no firm plans. • 0% are “not interested” but 12% don’t know their plans Source: May 2013 Global Enterprise Content Management Online Survey © 2014 Forrester Research, Inc. Reproduction Prohibited 25
  26. 26. Agenda › ECM fundamentals — tools and tech › ECM and the digital enterprise › Where to start when creating or refreshing an ECM program › Key trends that are shaping the evolution of the ECM market © 2013 Forrester Research, Inc. Reproduction Prohibited 26
  27. 27. Digital Businesses Master Customer Experience And Operational Excellence April 2014 “Understand The Digital Business Landscape” © 2014 Forrester Research, Inc. Reproduction Prohibited
  28. 28. Innovations in adjacent markets drive ECM evolution › Platforms designed for content application development • Support for standards • Better suited to Agile methodologies • Simpler packaging and pricing © 2014 Forrester Research, Inc. Reproduction Prohibited 28
  29. 29. Innovations in adjacent markets drive ECM evolution › Simpler document sharing tools that work anywhere and anytime • Inherently mobile-friendly • File sync and share • Software-as-a-service • Value to users when connected to secure repositories © 2014 Forrester Research, Inc. Reproduction Prohibited 29
  30. 30. Factors driving the evolution of ECM › Overcome user adoption challenges: • Redesign the user experience, and think mobile first. • Rethink complex folder structures inspired by the 1990s. › Build governance into common processes: • Life-cycle management across the business life cycle. • Include customers and/or citizens as stakeholders. • Make compliance an outcome of good business. © 2014 Forrester Research, Inc. Reproduction Prohibited 30
  31. 31. Factors driving the evolution of ECM (cont.) › Content platforms are driving the decoupling of application and repository layers. • There’s interest in interoperability to deliver faster and simpler content applications. › Mobile capture becomes an on-ramp to customer-friendly content applications. › Analytics become transparently embedded. › Automated classification breaks the barrier of filing fatigue. © 2014 Forrester Research, Inc. Reproduction Prohibited 31
  32. 32. Content and Process Enable Customer Experience And Operational Excellence April 2014 “Understand The Digital Business Landscape” © 2014 Forrester Research, Inc. Reproduction Prohibited
  33. 33. Thank you Cheryl McKinnon +1 617.613.8806 cmckinnon@forrester.com http://blogs.forrester.com/cheryl_mckinnon Twitter: @CherylMcKinnon
  34. 34. Digital Business is not bound by Four Walls In-house Secure In-house Apps Enterprise Apps Operational Systems Relevant Customer Information Mobile Apps Systems of Engagement Cloud-based Collaboration Process Process Process Mobile & Contract Workers Firewall
  35. 35. Hybrid Cloud SIMPLE SMART CONNECTED CONTROL 20% In the cloud Our approach focuses on the end user 50% Hybrid 30% + on-premise Delivers all the value that ECM provides Social Collaborative File Sharing Personal Work CRM HCM SMB ERP Legal Secure DOD Backup Compliance
  36. 36. Digital Workers in the Digital Enterprise Expectations on the Workplace Fast User Centric Supporting Collaboration Enhancing Productivity Enabling Knowledge Work Place Independent Network Independent Device Independent
  37. 37. A Digital Productivity Stack Productivity Apps Application Composition Framework Productivity Services User-centric services Context & Intelligence Services Core Content & Control Services Data Control Architecture
  38. 38. Productivity Services Simple Smart Solid User Search Content Case Process Control Collaboration Analytics Sync Productivity Services
  39. 39. Innovation at the Speed of Open Source Search Analytics User Interface Process
  40. 40. Productivity in the Digital Enterprise Digital Integration Processing Sourcing Service Manufacturing Design Products & Internet of Things Archiving Marketing
  41. 41. Alfresco Enables Digital Government Responsiveness to Citizens Openness and Transparency Support of Commerce Shared Services
  42. 42. Mobile Access Integration with Social Media Customer-centric services Location specific services Smart Data Meaning Predictive Data Paper-less Forms Scanning Alfresco Enables Digital Banking
  43. 43. Alfresco Enables Digital Manufacturing Top Employees Customer Satisfaction Value Growth Profitability Production & Logistics Suppliers Purchasing Sales & Marketing Commercial Operations Network Services R&D Network Service Internet of Things Coordination Source: Scania AB – Vehicle Manufacturer
  44. 44. Alfresco Enables A Productive Enterprise
  45. 45. QUESTIONS?
  46. 46. THANK YOU

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