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Submitted By: Name : Kanika Garg Roll No : 10BM60035 Course: Management Information Systems Instructor : Dr. Prithwis Mukerjee Vinod Gupta School of Management
Abstract Enterprise Content Management (ECM) is a way of organizing and storing an organization's documents that relate to the organization's processes. Enterprise Content Management (ECM) includes the strategies and tools used to capture, manage, store, preserve, and deliver content related to organizational processes. ECM is actually an umbrella term. Partial solutions such as document management, web content management, search , collaboration, records management , work-flow management, capture and scanning all belong to ECM. ECM aims at managing the lifecycle of information from initial publication or creation all the way through archival and eventually disposal. As enterprises deal with increasing amounts of content, they’ll need to find more ways for information workers to collaborate on that content, and for lower-cost ways to store less critical content. This research paper discusses how expanding content needs will define ECM growth. The research paper also discusses what ECM areas will drive the most productivity for their organizations and various other aspects of Enterprise Content Management. Fifty-eight percent of ECM decisionmakers chose WCM. Forty-seven percent of respondents selected records management as a productivity driver. Forty percent of ECM decision-makers cited digital asset management as an ECM technology expected to drive productivity. Introduction Enterprise Content Management (ECM) is a way of organizing and storing an organization's documents that relate to the organization's processes. Enterprise Content Management (ECM) includes the strategies and tools used to capture, manage, store, and deliver content related to organizational processes. ECM encompasses the management of information within the entire scope of an enterprise whether that information is in the form of a paper document, an electronic file or even an email. ECM includes areas that have traditionally been handled by records management and document management systems. ECM is actually an umbrella term. Partial solutions or components such as document management, web content management, collaboration, records management, work-flow management, capture and scanning all belong to ECM. ECM manages the life-cycle of information from initial publication or creation all the way through archival and eventually disposal. Delivery of ECM applications is done in three ways: on-premise software (on the organization’s own network), Software as a Service (SaaS) (web access to information that is stored on the software manufacturer’s system), or a hybrid solution composed of both on-premise and SaaS components. ECM makes the management of corporate information easier by simplifying storage, security, version control, process routing, and retention. Example : many banks store copies of old checks within ECM systems instead of keeping physical checks in massive paper warehouses. Earlier when the customer requested for a copy of a check, it sometimes used to take even weeks, as the bank employees had to contact the warehouse to have someone locate the right box, pull the check, make a copy and then mail it to the bank who would eventually send it to the customer. With an ECM system in place, the bank employee would simply search the system for the customer’s account number and the number of the requested check. When the image of the check appears on screen, they are able to immediately mail it to the customer—usually while the customer is still on the phone There are numerous factors driving businesses to adopt an ECM solution, such as • Reduction of paper handling and storage • Reduction of lost documents • Faster access to information • Online access to information • Improved control over documents • Document security and audit tracking • Metrics to help measure productivity and identify efficiency. • Streamlining access to records through keyword and full-text search allowing employees to get to the information they need directly from their desktops in seconds rather than searching multiple applications or digging through paper records.
Enhancing record control to help businesses to comply with government and industry regulations such as HIPAA, PCI DSS, and the Federal Rules of Civil Procedure. Security functions including user-level, function-level and even record specific security options protect your most sensitive data.
In fact, even information contained on a specific document can be masked using redaction features, so the rest of the document can be shared without compromising individual identity or key data. All of these factors reduce the overhead costs of managing information. Characteristics Enterprise content management is not a closed-system solution or a distinct product category. Therefore, along with Document Related Technologies or Document Lifecycle Management, ECM is just one possible catch-all term for a wide range of technologies and vendors. Three key ideas of ECM are : 1. Enterprise content management as integrative middleware ECM is used to overcome the restrictions of former vertical applications and island architectures. The user is basically unaware of using an ECM solution. ECM offers the requisite infrastructure for the new world of web-based IT, which is establishing itself as a kind of third platform alongside conventional host and client/ server systems. Therefore, EAI (enterprise application integration) and SOA (service-oriented architecture) will play an important role in the implementation and use of ECM.
2. Enterprise content management components as independent services ECM is used to manage information without regard to the source or the required use. The functionality is provided as a service that can be used from all kinds of applications. The advantage of a service concept is that for any given functionality only one general service is available, thus avoiding redundant, expensive and difficult to maintain parallel functions. Therefore, standards for interfaces connecting different services will play an important role in the implementation of ECM. 3. Enterprise content management as a uniform repository for all types of information ECM is used as a content warehouse (both data warehouse and document warehouse) that combines company information in a repository with a uniform structure. Expensive redundancies and associated problems with information consistency are eliminated. All applications deliver their content to a single repository, which in turn provides needed information to all applications. Therefore, content integration and ILM (Information Lifecycle Management) will play an important role in the implementation and use of ECM.
Components ECM combines components which can be used as stand-alone systems without being incorporated into an enterprise-wide system. The five ECM components and technologies are:
1. Capture: Capture converts information from paper documents into an electronic format
through scanning. Capture is also used to collect electronic files into a consistent structure for management. Capture technologies also create metadata (index values) that describe characteristics of a document for easy location through search technology.
2. Manage: The Manage category includes five application areas: •
• • • • Document management (DM) Collaboration (or collaborative software, a.k.a. groupware) Web content management (including web portals) Records management Workflow and business process management (BPM)
The Manage category connects the other components, which can be used in combination or separately. Document management, web content management, workflow and business process management address the dynamic part of the information's lifecycle. Records management focuses
on managing finalized documents in accordance with the organization's document retention policy, which in turn must comply with government mandates and industry practices. All Manage components incorporate databases and access authorization systems.
3. Store: Store components store information that isn't required, desired, or ready for long-term
storage or preservation. That is it stores information temporarily. Even if the Store component uses media that are suitable for long-term archiving, "Store" is different from "Preserve."
4. Preserve: Preserve involves the long-term, safe storage and backup of static, unchanging
information. Preservation is typically accomplished by the records management features of an ECM system and many are designed to help companies comply with government and industry regulations.The Preserve components of ECM handle the long-term storage and backup of static information, as well as the temporary storage of information that does not need to be archived. Electronic archiving, a related concept, has substantially broader functionality than ECM Preserve components.
5. Deliver: The Deliver components contains functions used to enter information into other
systems (like transferring information to portable media, or generating formatted output files); or for readying information, such as by converting its format or compressing it, for the Store and Preserve components. Delivery Methods On-premise ECM: It was developed as a traditional software application that companies implemented on their own corporate networks. In this scenario, each individual company manages and maintains both the ECM application, and the network storage devices that store the data. Many on-premise ECM systems are highly customized for individual organizational needs. Software as a Service (SaaS ) : SaaS ECM means that rather than deploying software on an inhouse network, users access the application and their data online. It is also known as cloud computing, hosted, and on demand. As SaaS distribution technologies mature, businesses can count on receiving the same features and customization capabilities they have come to expect from onpremise ECM applications. SaaS delivery allows companies to more quickly begin using ECM, since they do not have to purchase hardware or configure the applications, databases, or servers. In addition, organizations trade the capital costs associated with a hardware and software purchase for a monthly operating expense and storage capabilities that grow automatically to accommodate company growth. Hybrid: In some scenarios, companies find a hybrid composed of both SaaS and on-premise software work best for their situation. For example, hybrid ECM systems are being used to bridge the gap during company moves or to simplify information exchange following an acquisition. Hybrid is also being used when companies want to manage their own ECM on-premise, but also provide easy web access to certain information for business partners or customers using a SaaS model. Hybrid makes the most sense when the two technologies are provided by the same manufacturer, so that features and interfaces are an exact match.
Collaboration, Search, And Compliance: ECM Investments
1. Even In Difficult Times , ECM Use and investment INCREASES Despite a tough economy , enterprises continue to invest in ECM and consider it as a core element of their information strategies. In a recent survey of 170 ECM decision-makers, 72% of respondents indicated that their organizations plan to increase ECM use or the number of ECM deployments in the next 12 months ( Figure 1). Only 4% of organizations plan to scale back ECM use or number of deployments.
2. Of those companies planning to increase ECM use, 61% cited content sharing as the most important driver for investment in ECM. Other top drivers include compliance (51%), improved search (45%), and cost-effective automation (44%)
3. Enterprises expect WCM and RM for Productivity Gains The ECM area that will drive the most productivity for their organizations, ECM decision makers agreed to : · Web content management (WCM). Fifty-eight percent of ECM users chose WCM. Companies still using first-generation WCM systems rely heavily on IT intervention for creating and publishing content and they want to move toward business user-friendly — and process friendly — second-generation systems. · Records management (RM). Forty-seven percent of respondents selected records management as a productivity driver. By making it easier to declare and organize records or automating classification, ECM decision-makers hope to take advantage of ever-improving RM capabilities. · Digital asset management (DAM). Forty percent of ECM decision-makers cited digital asset management as an ECM technology expected to drive productivity. Richer media at the enterprise level remains unmanaged. As companies increase their use of rich media, moving beyond just images and into audio and video, organizations with unmanaged assets have difficulty with locating and managing asset renditions. This can lead to costly re-creation of assets, mistakenly using assets designed for one channel in another channel, or even accidentally using an asset in a channel for which the company does not hold the rights to distribute it.
4. The end -to -end ECM Suite : more myth than reality Most enterprises source ECM technology from large vendors such as Microsoft (63%), EMC (35%), and Open Text (29%) (see Figure 3) Fifty-nine percent of ECM decision-makers say they want to standardize on an ECM suite rather than allow tactical point products for business process needs. Yet 51% of enterprises actually have three or more ECM solutions in place (see Figure 4). Given that integration of the various ECM suite components from even the larger vendors remains a work in progress, the idea of a single ECM suite serving all content needs is not a reality at most enterprises.
5. Some ECM Expectations Go Unmet Satisfaction with ECM solutions proves to be a mixed bag. While 37% of respondents are satisfied or very satisfied with ECM solutions, 36% are neutral, and 27% are unsatisfied or very unsatisfied. Of those who express dissatisfaction, almost half blame the vendors, citing an ECM product that didn’t live up to expectations (see Figure 5). But more than 60% would source from the same vendors again, only 11% said they would not, and 28% are unsure. The high barriers to exit ECM products likely account for this difference. Also, many turn the blame for ECM dissatisfaction internally: 30% cite a poor content strategy, and an additional 30% cite lack of IT and business alignment.
6. Let Someone Else Host IT? SaaS Interest Exceeds Open Source
Alternatives to traditional on-premise solutions also exist. Forty percent of respondents are interested in open source WCM, while 32% show interest in open source DAM (see Figure 6). WCM often
requires customization, a strength of open source products. Some enterprises are early in the DAM adoption curve, so decision-makers tend to have less appetite for upfront licensing costs. Interest in software-as-a-service (SaaS) ECM products is even higher than open source alternatives, with 43% expressing interest in SaaS WCM, and 39% showing interest in SaaS DAM. Enterprises opting for Open source solutions are less concerned with sharing their content beyond the firewall. Conversely, interest in SaaS records management (30%) and message archiving (29%) is considerably lower because of the sensitivity of the information stored in those systems (see Figure 7).
7. Enterprises Struggle To Prove ECM ROI
Forty-eight percent of ECM users cite that the cost and implementation of ECM systems are their biggest problems today. ECM system is a bit complicated technology as Integration of all parts of a
solution takes time, money, and the right strategy. (see Figure 8). Not surprisingly, of those organizations that have no plans to invest in ECM in the coming year, 34% said economic uncertainty has constrained spending, and another 36% say that other enterprise projects have a higher priority. Clearly, inability to demonstrate ROI has budgetary impact. Those respondents who can estimate ROI recognize process automation (67%) and paper-associated costs (48%) as the top two areas where they can recognize a return on their ECM investments.
How expanding content needs will define ECM growth As the information to be stored and managed is increasing and increasing ,the need to find more ways for organisations to collaborate on that content, and for lower-cost ways to store less critical content.
The content explosion force even more ECM investment. As the information to be managed keeps on increasing and it even includes diverse content types such as rich media , ECM use is strongly expected to expand as well. But these content needs will not result solely in further investment in large ECM packages; point solutions would still be required and stay in continuous demand as the larger ECM packages also struggle to be all things to all people. Greater amounts of content increase the need for better and one solution products and companies are forced to adopt newer strategies and advanced products. ECM integrations compensate for the lack of end-to-end ECM suites. Although the traditional ECM vendors continue to work on integration plans for their proprietary ECM components, the reality is that most enterprises don’t have the luxury of scrapping the significant investments they’ve made in their heterogeneous ECM environments. So they’ll seek better integrations between products from different vendors — or they’ll create those integrations themselves. Collaborations increasingly become a requirement, thanks to SharePoint. SharePoint’s hybrid functionality, which includes both content management and collaboration, will continue to impact the ECM market by raising expectations that content management includes collaboration functionality. Watch for ECM vendors to increasingly include more of these features — such as team or project sites — in their products and/or add more integration with SharePoint itself. These same vendors may have to revisit licensing models as well to better compete with Microsoft.
Lower IP business content find a home in the cloud. Some enterprises, particularly those in regulated industries, still have serious reservations about moving confidential documents or high-level intellectual property into the cloud. Transactional technologies such as imaging and persuasive technologies such as WCM and document output may not make the best fit either, as both can require a good deal of customization and integration with other enterprise applications. However, lower-level business content — such as technical documentation, training materials, and project collateral — can be a good fit for cloud based content management. Watch for enterprises to increasingly turn to the cloud — rather than expensive, slower-to-implement on-premise solutions — to handle this type of content.
Vendors : In Forrester’s 70-criteria evaluation of eight enterprise content management (ECM) suite vendors, we found that IBM, Oracle, EMC, and Open Text lead due to breadth and depth of functionality and a continued focus on end-to-end ECM needs. Strong Performer Microsoft lacks depth in certain areas of ECM, with a focus on business content rather than transactional or persuasive, but its lighter footprint and collaboration functionality continue to give it market momentum. Other Strong Performers include Hyland Software — traditionally focused on imaging and archiving but expanding into records management and workflow — and HP, which has leveraged its 2008 TOWER Software acquisition and offers document management, imaging, and records. Finally, Contender Alfresco Software, with an open source offering, lacks overall ECM suite breadth, but it’s gained traction with enterprises looking for an ECM alternative with a lower-cost entry point. A wide array of players populate the ECM market The ECM market partly consists of well-known vendors that offer full-fledged end-to-end ECM suites. However, the perception that every piece of functionality within these suites is relevant for all enterprises, or that every module must come from a single vendor, is not in line with reality. A number of smaller — but growing — vendors don’t compete with the larger players on all the ECM capabilities but still provide strong value to customers in certain areas. Traditional ECM suites. Vendors such as EMC, IBM, Open Text, and Oracle provide end-to end ECM offerings that manage all three categories of enterprise content: business, transactional, and persuasive. These vendors provide breadth and depth for a wide array of content, including documents, scanned images, rich media, Web content, corporate records, and email. These packages generally have a large IT footprint and significant implementation times but offer the benefit of a single package with which to manage content and mitigate content-related risks. Further, they offer a single platform around which to build IT skills. Process-focused. Imaging suppliers Hyland Software, Laserfiche, Objective, and Perceptive Software provide packaged and easy-to-install solutions that support document-centric business processes such as invoice processing, customer onboarding, medical records, accounts payable, contract management, and human resources.4 Hyland has ECM breadth but focuses on key business processes including the very hot medical records area. In addition, Hyland recently acquired Valco Data Systems, whose software works with MEDITECH’s EMR offering. Perceptive may have the fastest-growing ECM business in the industry, with a strong focus on unifying and processing documents (via scanning, printing, importing, and email) and bringing them under content management. Australia-based Objective takes a vertical-market focus in the public sector in Asia/Pacific and Europe. Reduced footprint. Some ECM buyers, disillusioned with the heavy footprint and long implementation times of traditional ECM products, look for lighter, lower-cost solutions. Microsoft has seen a great deal of success by positioning Office SharePoint Server 2007 as “ECM for the masses.” While it doesn’t have the depth of capabilities of a traditional ECM suite, it does offer a breadth of functionality for business and persuasive content. Meanwhile, open source vendors like Alfresco Software and Nuxeo offer a lower-cost entry point with a focus on business content. SpringCM, the best-known SaaS ECM provider, supports business and transactional content, with a core value based on price and reduced implementation time.
Archiving and infrastructure. Both IT and the business find great comfort with scalable, reliable central repositories, which partially explains the continued presence of several solutions that have fallen behind the latest ECM features. Mobius Management Systems, a traditional leader in the COLD market, has released improved records management (RM), workflow, and integration capabilities in 2009, and its offerings can leverage Allen Systems Group system management tools. IBM Content Manager is still a strong offering, and while IBM FileNet’s business process management (BPM) and records management — evaluated in this Forrester Wave — are clearly the future, Content Manager continues to serve customers with highly scalable repository services. EMC also plays in this segment of the market. SAP, the premier packaged applications provider, delivers content management as part of its offering through the NetWeaver integration platform. Yet SAP is content to leave the heavy lifting to others, depending on a strong partner ecosystem — including EMC and Open Text — to extend ECM capabilities. SMB. Midmarket providers like Xerox, and Xythos Software continue to do solid business by focusing on manual, paper-based processes. And why not? There are still millions of file cabinets in the world. Forrester estimates that there are more than 30 providers of content management systems for departmental solutions, but a few standouts seem to fit particularly well. Laserfiche — which lists an impressive 26,000 customers — continues to grow its business each year. Growing closer to rounding out a full ECM suite, Laserfiche now supports SharePoint-based workflows, a records management module, and scalability improvements. Xythos, a Java-based alternative to SharePoint that has found traction in the public and higher education sectors, provides both on-premise and SaaS basic content management offerings. Xerox DocuShare CPX — now part of Xerox’s services arm — is growing rapidly and adding capability for document processing services, as well as solutions for eDiscovery and mortgage loan origination. European. Mostly North American players have dominated ECM market since the early 1990s, yet there are several strong providers outside North America that have been in the market for years. These include EVER TEAM — a vendor traditionally strong in France, Spain, and the Middle East — which has recently expanded internationally by engaging more with SIs. It recently released a metadata-based document object model and a protocol handler for SharePoint Enterprise Search 2008 to improve search for composite documents — key functionality for case management. And Berlin-based SAPERION has a full ECM suite that includes archiving, document management, capture, COLD, e-signature, email, and records management.
In 2006, Microsoft (with its SharePoint product family) and Oracle Corporation (with Oracle Content Management) joined established leaders such as EMC Documentum and entered the entry level "value" market segment of ECM. Open source ECM products are also available, including WebGUI, Alfresco, Sensenet, eZ Publish, KnowledgeTree, Jumper 2.0, Nuxeo, and Plone. Government standards, including HIPAA, SAS 70, BS 7799 and ISO/IEC 27001, are factors in developing and
deploying ECM. Standards compliance may make outsourcing to certified service providers a viable alternative to an internal ECM deployment. ECM Suites Evaluation To assess the state of the ECM suites market and to see how the vendors stack up against each other, Forrester evaluated the strengths and weaknesses of top ECM suites vendors. Evaluation Criteria: Current offering. Focused on ECM tool breadth and extended capabilities for putting content to work in business processes, employee collaboration, and customer experiences. Strategy. ECM suite vendors need strong strategies supporting an enterprise’s broader information management needs and must have broad ecosystems of systems integrators and ISVs to help ease implementations. Investigated vendors’ product road maps, corporate strategy, and partnership activity. Market presence. Evaluated vendors’ current installed bases and the size of the ECM product revenue. Also looked at each vendor’s overall revenue and geographic presence.
Vendors Selected For ECM Breadth, Leadership, And Enterprise Interest Forrester included eight vendors in the assessment: Alfresco Software, EMC, Hyland Software, HP, IBM, Microsoft, Open Text, and Oracle. Each of these vendors has a combination of any two of the following (see Figure 2): Core ECM functionality breadth. The suite offers most or all of the following: document management (DM), document imaging, records management (RM), Web content management (WCM), digital asset management (DAM), and document output management (DOM). Leadership in information management. The vendor is a leading provider of information management technology including RDBMS, business intelligence (BI), portal, and collaboration, and it has a road map — that has been shared with Forrester — addressing investments in core ECM functionality. Enterprise interest. Finally, we selected vendors that were frequently mentioned or inquired about by enterprises in the context of ECM.
The four horsemen of ECM ride again, but competitors remain relevant Forrester’s assessment below represents a summary of the results of this analysis. The overall ECM evaluation uncovered a market in which (see Figure 3):
EMC, IBM, Oracle, and Open Text lead with breadth and depth. The four Leaders not only have breadth in ECM, they also offer a wide range of tools that enable I&KM pros to manage, secure, and retain content. Their offerings include a mix of data management, business intelligence, content integration support, and content-centric application support. All four offer the promise of end-to-end ECM functionality from a single vendor. Microsoft makes inroads and gains momentum but has several functionality holes. Microsoft has relevant ECM support, but it lacks the depth and breadth of the four Leaders. Hyland and HP provide competitive offerings for business and transactional content. Hyland and HP offer competitive alternatives to both EMC and IBM for I&KM pros that want document management, imaging and capture, and records management. However, both lack strong support for persuasive content in areas such as Web content management, document output management, and digital asset management. Open-source-based Alfresco challenges the proprietary players. Alfresco has traditionally focused more on document management, imaging, and WCM rather than full ECM suite capabilities. However, its ability to provide a low-cost alternative to the larger vendors — as well as a recent investment in records management functionality — makes it relevant for some enterprises.
Summary ECM ( Enterprise Content management ) is a product of the future. Adopting ECM is the need of the hour. It is a great technology which is available in various levels and versions and forms : being as simple as required or as complex as required by the organisations. A great variety of vendors offer a great variety of ECM products , though open source solutions are available. Enterprise content management is not a closed-system solution or a distinct product category. ECM is actually an umbrella term. Partial solutions or components such as document management, web content management, collaboration, records management, work-flow management, capture and scanning all belong to ECM. ECM manages the life-cycle of information from initial publication or creation all the way through archival and eventually disposal.
1. http://www.forrester.com/rb/Research 2. http://www.forrester.com/rb/Research/wave&trade 3. http://blogs.forrester.com/information_management 4. http://www.wikipedia.org/
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