Guest blog by Michael Green, Offering lead - IBM Case Manager
How much easier it all would be if all software products fit into nicely differentiated boxes. Software, however, is infinitely flexible and resists being tightly categorized. Certainly that is the case when you try to differentiate IBM BPM from Case Manager. Both deal with aspects of process management; both can move information in a choreographed way around an organization; both include people and processes in their process flows and have ways do deal with exceptions processing. Is there anyway to clearly differentiate the two?
Speaking in Japan this week, Allan Takatsuka, the ICM World Wide Technical Lead, tried to articulate such a differentiator. He noted that when processes included a significant amount of content - specifically unstructured or document based content - and needed people to act on that content - then the content oriented process controls and tools in IBM Case Manager clearly differentiated that offering from IBM BPM. Allan noted that while there were other aspects of case management that one or the other product could demonstrate rival capability - software being what it is - in the area of content it was clear that IBM Case Manager was the better option.
From the point of view of IBM Case Manager I can certainly argue that there are other areas of differentiation, but Allen’s point is well taken. The ability to deal with multiple document types, to allow editing and audit control of all documents actions – who read, edited, signed – and when they did so – certainly differentiate IBM ECM products from all other offerings. The ability for documents to be understood, initiate discrete process tasks, and automatically create contextual audit trails that include the case documents with all the process steps, is a unique feature in IBM Case Manager. So while perfect worlds do not exist, focusing on content based process flows as a way to differentiate Case Manager from IBM BPM is at a minimum a good – clear – place to start.
Join us for Content in Motion: ECM UserNet 2012! You can join a broad spectrum of business,
legal and IT professionals focused on maximizing their content to drive
business results. In addition, industry experts from IBM, its clients and its
important solution provider community will share the latest enterprise content
management (ECM) tools, strategies, methods and success stories.
Content in Motion includes three tracks designed to meet
the needs of seasoned ECM veterans and new recruits alike:
Acceleration—IT professionals will get their
hands on the latest ECM products from IBM and network with seasoned ECM
Velocity—Business executives will hear how
analytics, case management and industry-specific solutions are changing
the way companies listen and react to customers.
Governance—Legal and compliance
professionals will gain a better understanding of how information
lifecycle governance can lower cost and risk.
Sign up for these local events at no cost. We will be in a city near you soon!
After last week's successful event in Atlanta, we are tightening our laces and marching on to the next stop in the AIIM Content Management Boot Camp series! We'll be in Toronto, ON on October 18th. Have you enrolled yet? If not, then hup to!
The boot camp events are a fast and efficient way to get your team up-to-speed on why having an information strategy is so important and the challenges that every new recruit faces in the process. Network with your peers to learn effective solutions and real-world experience. Bring your team and strategize together to develop a plan customized to your unique business needs.
IBM will have a table in the exhibitor's area, where you can find out more about our Advanced Case Management and Document Imaging & Capture solutions. Michael Green will also be speaking at 11:30am about using Case Manager to drive better outcomes.
Content Manager OnDemand will be broadly represented at IOD this year. The team and I look forward to seeing you there.
Expo Center Bayside C
The Expo opens 6pm Sunday Oct 25th and will remain open throughout the event.IBM Content Manager OnDemand will be featured at Booth 806 - in the mini theater, and at a demo pedestal with IBM Content Manager.
IBM Content Manager OnDemand Update
Time: Mon, 26/Oct, 02:45 PM - 03:45 PM
Location: Mandalay Bay North Convention Center - Islander E
The OnDemand User Group is sponsoring an event just for OnDemand users on Thursday, Oct. 29 from 9:00 a.m. to 1:00 pm. Greg Felderman will be presenting the OnDemand roadmap and will moderate a Q&A session. The session number is UGM-3882. It will be located in the Jasmine F conference room.
Now that P8 4.5.1 has GA'd, here's another big information deliverable -- customized installation documentation.
Basically, we've heard loud and clear from you, our customers that about 1/3 of the two main installation documents (Plan and Prepare Your Environment for IBM FileNet P8 and IBM FileNet P8 Platform Installation and Upgrade Guide) apply to your environment. During this release, we converted the source to XML DITA and applied metadata so that we can produce shortened PDFs of the documentation based on specific metadata values, such as: operating system, application server, database, LDAP server, and so forth.
We've pre-built 18 different combination's that we think best match what you are using:
Join the IBM ECM today (May 21) at Smarter Commerce Global Summit, Nashville 2013 where you will have the opportunity to learn how IBM ECM software enables an organization to make better decisions, faster. Featured ECM presentations for Day 1 includes:
Session # 3279
Location: Jackson A
10:45 - 11:45 AM
Manage and Exploit Customer Content and Communications to Achieve Superior Customer Service
Myriad documents, email, fax, forms, and statements initiate and define customer relationships, and record transactions and communications throughout the customer lifecycle. Often, records of customer interaction are scattered across departments and systems, thereby inhibiting superior customer service. Learn how to become more effective and efficient in serving customers by providing a single point of secure access for content and correspondence captured and created during the course of the customer lifecycle, resolving customer service and support issues that require collaboration among subject matter experts, and uncovering detailed insight contained in customer communications.
Session # 3575
Location: Jackson B
12:00 - 1:00pm
Do You Have Your Customer's Back? Improve Customer Service and Loyalty Via Effective Fraud Management
When customers think of the service provided by companies with which they do business, they think not only of the flexibility, convenience and responsiveness of those companies, but also the level of confidence they have when doing business with them. An often overlooked element of world class customer service is effective fraud management. Companies that implement efficient, proactive fraud management inspire customer loyalty because those customers know that their identities, accounts, and personal information are protected; their transactions and requests will be executed safely and with integrity; and that others they engage with in the context of this company are known entities that can be trusted. Learn how IBM provides a holistic point of view on managing fraud throughout its lifecycle - from discovery to detection through investigation - all done in a proactive manner with the goal of creating a safe environment for customers to do business.
Session # 3576
Location: Jackson B
4:30 - 5:30 PM
Optimizing Self-Service and Customer Communications with Content Manager OnDemand
Today's fast-paced, 24-hour-a-day, constantly connected consumers expect instant access to information that has traditionally been delivered in printed format. They seek partnerships with organizations that embrace ecologically friendly delivery of information, but still expect full access on their time schedules. Content Manager OnDemand embraces these concepts and enables your organization to meet these requirements while saving costs associated with print, fulfillment and retention of critical transaction documents. Explore use cases which align with Consumer Products, Banking, Finance, Insurance and other industries which leverage this solution to engage with consumers, including you, on a daily basis.
Join the IBM ECM today (May 22) at Smarter Commerce Global Summit, Nashville 2013 where you will have the opportunity to learn how IBM ECM software enables an organization to make better decisions, faster. Featured ECM presentations for Day 2 includes:
Join the IBM ECM session today (May 23) at Smarter Commerce Global Summit, Nashville 2013 where you will have the opportunity to learn how IBM ECM software enables an organization to make better decisions, faster. Featured ECM presentation for Day 3 includes:
IBM Connect 2014 is almost here again – are you ready? Now is the time to start planning your schedule (using the Session Preview Tool you can build a plan and save or print it – or even email the info to your colleagues). If you're an ECM practitioner, there's a lot going for you to take advantage of. Below is a list of sessions that you'll want to add to your calendar.
Sunday, Jan. 26 Session BPD204 1:30pm, Room: Swan 1 "New Insights & Better Outcomes with Smarter Content to Drive Exceptional Customer Experiences" presented by Cengiz Satir, IBM Note: this is part of the Business Partner Development Day programming
Monday, Jan. 27 Session 1333 11am, Room: Swan Mockingbird 1-2 "Work with content the way we live – Social" Presented by Cengiz Satir, IBM and Richard Medina, Co-Founder and Principal Consultant, Doculabs
Tuesday, Jan. 28 Session 1335 10am, Room: Swan Pelican 1-2 "Securely Share Content With Anyone, Anywhere, In The World" Presented by Steve Studer, IBM; Ian Story, IBM
Tuesday, Jan. 28 Session KEY106 3pm, Room: Swan Ballroom 3-4 "Bringing The Enterprise Content Management Experience To Social and Mobile" Presented by John Murphy, IBM; Cengiz Satir, IBM
Wednesday, Jan. 29 Session 1523 8:15am, Room: Swan 9-10 "Future Directions Social Search and SaND" Presented by Bob Foyle, IBM
Wednesday, Jan. 29 Session 1337 11:15am, Room: Swan Mockingbird 1-2 " Rethink What's Possible with IBM Social Content" Presented by Ian Story, IBM; Cengiz Satir, IBM
Wednesday, Jan. 29 Session 1505 4:15pm, Room: Dolphin North Hemisphere E "Maximizing and Simplifying Connections And FileNet: Best Practices" Presented by Thomas Brawn, IBM; Scott Malabarba, IBM
And don't forget to visit the ECM pedestal inside the Solution Expo! As always, our product experts will be on-hand to provide a demo of the latest product updates and help you find exactly what you're looking for to take your content management strategy to the next level: social!
If you are interested in booking a one-on-one meeting with our executives, please act quickly as space is limited. Your request can be submitted directly to your IBM representative, but if you need help please contact me directly firstname.lastname@example.org
Alisa Maclin - VP, Industry Solutions Marketing
Carol Taylor – WW Sales Leader, ECM Platform, Social, & Daeja
Doug Hunt - Enterprise Content Management General Manager
Feri Clayton - Director Document Imaging And Capture
John Murphy - Vice President, Products and Strategy, ECM
Maria Winans - VP, WW Software Solutions Group Marketing
Paul Fitzpatrick - Director, ECM & Smarter Cities Marketing
HIMSS is only a few days away – have you finished planning
your schedule? IBM has so much to choose from that we hope you'll include us in
your plans! ECM has some fantastic things to offer your organization and we're
proud to demonstrate these abilities to you at pedestals 10 and 13 of the IBM
Solutions for Care Coordination – pedestal 10
Learn how Intelligent Care Delivery Analytics (ICDA) Portal
capabilities can help your organization:
•Multi-factorial patient characteristics and risk
factor analysis used to predict disease risk
•Comprehensive patient similarity analytics for
treatment comparison and effectiveness across similarity cohorts
•Personalized patient/physician matching with
outcomes based predictive modeling
•Care services utilization analysis, and
unexpected pattern detection
•Packaged to allow standalone use, with a current
Business Intelligence platform or as an integrated capability in IBM’s care
The Advanced Case Management (ACM) team will walk you
through a basic "day in the life" of a Care Coordinator. Beginning
with an "at risk" patient and will demonstrate how a care plan is
created, shared, and how important tasks and updates can be made. Care plan
details include medication updates, adding team members, and making
Discover Clinical and Operational Insights – pedestal
IBM Content and Predictive Analytics for Healthcare (ICPA)
is the first Ready for Watson solution and is synergistic to IBM Case Manager
and IBM Datacap. Together, these offerings help accelerate the delivery of low
cost, accountable care by revealing clinical and operational insights.
Visit pedestal 13 to see demonstrations of three ECM
offerings, ICPA, Datacap and Advanced Case Manager, work together to:
•Derive insights for action in ways not
•Combine unstructured and structured information
for more informed bossiness intelligence
•Support analysis and visualization of
•Enable care providers, executives and knowledge
workers to Interact with information
•Integrate with other systems like Cognos, Data
Warehouse, MDM and the Healthcare Data Model
•Convert paper, fax, and electronic attachments
to digital files
•Use Datacap Taskmaster Flex to visually separate
single and multiple page documents
•Data is compared against Business Rules to
assure data accuracy
Will you be attending Lotusphere 2010? We will! Come visit IBM ECM in the IBM area in the Product Showcase at pedestal number 17.
We'll also be scheduling one-on-one meetings to address your individual questions. Meet with our experts and executives during your available time during the show. Interested? Stop by the pedestal during the product showcase hours or email Mia Winn to schedule a meeting in advance.
Don't forget to add our ECM speakers to your Lotusphere agenda!
A key challenge with a mature market leading product like Content Manager OnDemand (CMOD) is encouraging customers to upgrade from a perfectly functional older version - to the latest version.
New features and capabilities may not be enough to entice some customers to move. Laggards may not pay attention until the need to place a support call arises - only to discover that the end of support date for their particular version has already passed.
So, this is a ‘shout out’ to Content Manager OnDemand for z/OS customers still running v7.1. The end of support date for this version is 30 Sep 2010. If you haven’t already planned your upgrade to v8.4.x, then now is a good time to start. Contact your IBM representative with any questions about upgrading to the latest Content Manager OnDemand for z/OS v8.4.x.
In the meantime, check out these links for the latest features and benefits, and support lifecycle information:
you thinking about how to get the most of your ECM investment? Are you thinking
about ECM shared services as the way to achieve more out of your investment? If
ECM shared services is in your future then let me make a recommendation: The
establishment of an ECM Center of Excellence organization is one thing that
will significantly improve your company’s chances of success with that ECM
Shared Services program.
let’s back up a little and start with some background for this recommendation.
the exponential growth in the amount of unstructured content as well as
compliance exposures that all that content can bring, ECM is becoming a
priority within many organizations. Where in the past, content management was
deployed to meet departmental needs, in certain niches within the
organizations, it is now being recognized as an enterprise-wide need: An
infrastructure investment rather than a niche application. If you look at ECM
for enterprise deployment, it makes sense to offer all the functionality of ECM
as a shared service.
thinking of an ECM as a series of shared services, let’s not think only of the
technology services (infrastructure) but human capital role services as well.
What I mean is it is easy to see the technology services such as content
capture, repository, discovery, compliance, and business process management
services but what about ECM solution requirement gathering, solution design,
process modeling, and project management services just to name a few. And don’t
forget about ECM support services like technology administration, governance,
management processes/practices and others.
like the sharing of the technology provides cost-effectiveness, sharing of the
intellectual capital of the human role and support services provides that same
benefit and more:
- Leverage experienced resources and
proven methodologies to help guarantee successful solutions.
- Assist customer resources who may not have
experience designing and implementing solutions
- Better positioned to support corporate
and data governance
Faster Time to
Market of ECM Solutions
- Jump start idea generation for the
business solution and the technology implementation and keep each group from
“finding their own way”.
- Expertise to drive business process
What is an ECM COE?
ECM COE is a cross-functional team with a permanent formal organizational
structure. It has defined tasks, roles, responsibilities and processes for
support and promoting the effective us of ECM across the organization. It is
staffed with employees from the organization itself, although some roles or
functions might be insourced or outsourced. The ECM COE is tasked with driving
the proper use of ECM technologies throughout the organization, making it
available in the appropriate forms to business users.
What does an ECM COE look like?
start off and say there is no universally accepted standard for ECM COEs, as it
will vary from organization to organization. Also there is also no “silver
bullet” for implementing an ECM COE within an organization. Each organization
has its own vision, mission and goals for a COE and there is the organization
culture that has to be embraced as well. ECM and IT governance maturity also
plays a big role in how that organization will be structured. I would like to
suggest instead of “what does an ECM COE look like” we take it from a different
angle. Let’s look at the mission/vision and goals of a mature ECM COE and
briefly talk about the key characteristics found to meet their goals. The key
characteristics that will be briefly outlined below are derived by the use of
an ECM COE strategy map approach levering the Norton and Kaplan Balance Score
Card Framework. My intent is to dive more deeply in future posting on each of
these characteristics but for now we are going to keep it at a high level.
COE Vision Example
maximize shareholder value by leveraging specialized technical resources,
competencies, and infrastructure across lines of business, providing solutions
to infrastructure and business problems through world class research,
architecture design and the utilization of business process management, and
content management technologies.
COE Goals Example
discussed above the key to a COE success is providing both technology and role
based services to accomplish the following:
Utilize ECM COE Services
to enable high value solutions
·Provide proven methodologies and resources for
·Identify opportunities for appropriate use of
·Use the right technology to solve the problem,
not the hammer looking for a nail
·Integrate the business process and the
·Match the scope of the solution with the
Faster time to market of
ECM enabled business solutions
·Positioned to quickly respond to
- Ever-changing business environments as
they introduce new products and services
- Changing technology demands
·Remain agile from a technology/product
Enable data and
corporate compliance programs
·Corporate Governance Compliance
- Ensure that Corporate Compliance
(Records Management) is addressed around all ECM technologies
- Support Data Governance by embracing
corporate taxonomies across all ECM technologies
Ensure ECM effectiveness
across the enterprise
·Provide shared repositories
·Develop and leverage reusable services
·Broker partnerships within the enterprise
·Provide governance and best practices
·Develop synergies of concentrated talent
·Stay in front of the trends to provide
·Partner with business lines to prevent false
ECM COE Characteristics Example
what are some of the characteristics in a mature ECM COE to meet the above
goals? This is where the Kaplan and Norton Strategy map comes into play.
Without getting in to a great amount of detail (saving that so I have something
to blog about later), this framework has you focus from various perspectives to
meet your goals.
achieve the COE vision/mission how must we look to our business lines?
perspective is a little different than the other two we will outline in this
blog. Remember ECM technology does not provide any value. It is the application
of the technology in a business context that provides the value. When answering
this perspective question above, three of the four goals outlined were derived.
The “ECM effectiveness across the enterprise” goal was and indirect goal coming
from the next perspective.
satisfy our business lines, at which COE process must we excel?
answer this perspective question the following process/plan objectives were
innovative ways to leverage ECM technologies
Expand COE services use
within the enterprise
Develop/Enhance/Deploy reusable COE services
Develop best practices
strategy for ECM enabling business solutions
Timely Delivery of COE
Provide corporate ECM
Quality delivery of COE
Provide Cost effective COE
Broker partnership with
owners of ECM technologies outside the control of the COE
Interlink with Corporate
Learning and Growth Perspective
achieve my COE Vision, how must my organization learn and improve?
perspective question is addressed with the following objectives:
ECM trends, services, and products
Provide for the expansion of
ECM proficiency within COE
Promote ECM Technology
awareness for the Enterprise
Promote the awareness of the
COE strategy and measurement throughout the COE
we have looked at a COE vision, goals, and strategy objectives of a mature COE
organization. So what do you do with all this information? In future blog
posting my intent is to drill down into each of the objectives in the context
of the example organization to show you how each of these objectives had a
cause and effect relationship with the goals described. I will talk about what
measurements and targets were put in place to ensure the objectives are being
met. My intent is to show you the value of taking a measurement based approach
when establishing an ECM COE.
Where do I start in building an ECM COE?
this high-level information is a good starting point if I am an established ECM
COE. What about building a COE organization? In the next blog I would like to
address that thought through a 5 building block approach.
Develop an Staff Plan to
deliver and maintain the COE Services
Identify and develop key
Identify key success
this building block approach I will link it back to the perspective strategy
objectives outlined above to drive home the point of the importance of
developing the COE strategy and measurement as you build the organization.
today blog we have talked about the importance of an ECM COE organization model
in a successful ECM Shared Services journey. Now with that said many companies
believe that having an ECM COE in place will guarantee ECM program success and
enable ECM business value. That logic can be flawed. Establishing the ECM COE
is just the first step but the real key to success is the measurement of
results and the continual improvement of processes and methodologies to drive
the result needed to meet your objectives and vision. The approach outlined in
this blog and future posting are based on measuring the ECM COE organization to
show success and areas of improvement.
feedback is greatly appreciated. Please let me know if you find this
information helpful or have questions.