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Title. Yannick Jolliet A ctive K nowledge. Information Management Governance. Active Knowledge? Yannick Jolliet?. Play the mini-movie presenting the birth story of Active Knowledge, on. http://Story.Active-Knowledge.com. What is IM Governance about?. - PowerPoint PPT Presentation
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Title
Yannick Jol l iet Active KnowledgeInformation Management Governance
Active Knowledge? Yannick Joll iet?
h t t p : / / S t o r y. A c t i v e - K n o w l e d g e . c o mPlay the mini-movie presenting the birth story of Active Knowledge, on
What is IM Governance about?
Slide 3
ALL together! Complex & Multidimensional “jungle”
Information?
Management?
Governance?
Workflows?Status?
Strategic?Policies?
Technical Architecture?
Guidelines?
Tactic?
Legal?
Meta-Data Management?
Organization?
Business ProcessesManagement?
Roles & Responsibilities?
Solution Architecture?
Information Architecture?
Info Life-cycle?Sharing?
Security?
Collaboration?
Search?
Record Management?
Culture?
Change Management?
Usage?
Referencial?
File Plan?
HR?Governance Board?
Costs vs Value?
IT?
Taxonomy?
Folksonomxy?
Business Continuity Plan?
SLAs?
Metrics?
Technical Platform? Services? Control?
Alignement?
Coordination?
Info vs. Data?
Paper?
Email?
Archives?
DocumentsManagement?
Voice mail?
Reporting?
Contracts?Reports?
Memos?Decisions?
Analysis?
Metadata?
Intranet?
Extranets?
Internet?
Socialnetworks?
Digital Assets (DAM)?
Social media hubs?Quality?
Accuracy?
In context?
Pertinence?
Invoices?
Some serious Governance dilemmas!• Central vs. decentralized?
– Technical Platform? Administration? Classification schemas?
• Rigid Control vs. Framework + Flexibility? – Policies or social web? Taxonomy or Folksonomy?...
• Rigid processes vs. ad-hoc workflows?– BPM & automation or self-defined alerts,
notifications, workflows?...
• Internal platform vs. online services?– SAAS? Confidentiality? Security? Legal constraints?
Flexibility? …
• IM vs. IT?– Information Management responsibility or IT role?...
• Create vs. Archive?– Collaborate & Disseminate or Classify & Preserve?...
• Expose vs. Secure?– Extranet access? Easy search?
or tight Security access right? And confidentiality levels? …
• Strategic directions vs. Operational Policies?– Policies or social web?...
• System Architecture vs. Info. Architecture?– Focus on Platform & Components or Metadata &
tagging?...
• Long Term vs. Short Term?– Legal regulation & preservation or spontaneous &
temporary information sharing?...
• Bottom up vs. Top-down approach?– Many Governance initiatives or One Global
Governance Program?...
Slide 4Always both dimensions balance to be found…
Where do you place the cursors?…
Why is IM Governance fundamental?• Information is vital
– The blood of the organization– Links between people/teams– Consumed by Business Processes– The Memory of the institution/world…
• It’s Management is critical– Cartography: need to identify Information Assets & to classify/relate them– Need to understand & model information-related Processes– Optimization is a must, along the whole info Life-Cycle– Appropriate Organizational Structures must be in place
• Governance is fundamentalIM Governance is here to ensure Information is: • Of Quality: accurate, fresh, accessible, shared, in context, appropriately referenced, related
to other info, at the core of team collaboration, …• Effectively managed, optimized, feeding business processes, adequately preserved, …And thus enables• Effective Collaboration, appropriate Decision Making, accurate Reporting, better Results, …
Slide 5 Governance is Strategic! and so fascinating & FUN!
Risks! Recommended Best Practices• Too tactical & detailed: loosing the ”big picture”
– Resulting in a monolithic “Governance document”, never read, inapplicable, loosing the big picture– Example: 200 pages detailing all “dos & don’ts”, all use cases with related policies, etc. Best Practice: Drill down through Layers/Levels: start with Strategic, then refined into Tactics & Operations
• Too abstract & generic Governance Guidelines– “Strategic Governance Guidelines” untranslatable into concrete Processes & Policies: ineffective– Example: “Information must be adequately categorized & filed, and declared as record when appropriate” Best Practice: Implement Program + Project approach, with Governance sub-committees
• Mostly technology-focused/driven:– Leading to under-representation of Information Governance, Business Processes, Organizational aspects, …– Example: “Email Policy” developed by IT, to match server limitations/performance, not taking into account Legal/HR/Business needs
Best Practice: Ensure using a 360° degrees approach + IPPT Model
• Governance projects in silos– Generating uncoordinated & often contradictory Policies & Procedures / Governance decisions, …– Example: Technology chosen to support Collaboration not compatible with Search Engine or not enabling Record Management Best Practice: Global coordination between governance initiatives through a Governance Board
• No holistic approach of all Governance dimensions & no overall Roadmap– Different points of views: conflict & lack of integration, gaps, incoherence. Not knowing how to move forward– Example: Metadata defined for Document Management & Collaboration not aligned with Record Management & File Plan
Best Practice: develop a high-level Governance Framework, derive from it concrete Governance InitiativesSlide 6
So, how to approach IM Governance?• Top-Down approach: “STO” model Strategic to Operational
– Approach iteratively by Levels, not all at once– Start with Strategic directions, then incarnate
progressively until Operational Governance guidelines– Step by step, iterative implementation
• Clarify & formalize the overall Scope– All non/semi-structure information– Any Type, in all Format (paper, eDocs, email, contracts, memos, etc.)– On any Media (intranet, SharePoint, www, etc.)– Using any supporting technologies
• Global IM Governance Framework – Develop a holistic Framework, with its Components– Leverage Governance for analysis, roadmap definition, people alignment & communication
• Implement the appropriate Organization– IM Governance Board + Committees
• Clearly set Governance Program & Projects– One Overall Governance Program– Encompassing multiple, interrelated & coordinated Governance Projects
Slide 7
Strategic
Tactical
Operational
Identify Fundamental Dimensions
• Information pillars: aligned with Strategy: KM & Decisional…
• Organizational structures: to pilot Governance
• Governance Levels: Strategic-Tactic-Operational (STO)
• Governance Facets: Information-Process-People-Tools (IPPT)
• Governance Program & Projects: interlinked & coordinated
• Governance Components…
Slide 8
Then map them into a holistic “IM Governance Framework”
IM Strategy IM Pillars
Slide 9
I M S T R AT E G Y
KNOWLEDGE MANAGEMENT
COMMUNICATION COLLABORATION
DECISIONAL
S EA R C H & V E I L L E
IM Governance Framework (Core)IM PILLARS
GOV.FACETS
COMMUNICATION COLLABORATIONSEARCH & “VEILLE”
DECISION MAKING
KNOWLEDGE & ARCHIVE
PEOPLE
PROCESSES
INFORMATION
TOOLS
Email Policy
InformationArchitecture
Reference FileTaxonomy & Folksonomy
Organizational Metadata Record Management Policy
Visual Identity & Ergonomics
Search Scope &
facets
Governance Board & Committees
SolutionsTemplates
Change Management & Culture
Training
Roles & Responsibilities …
KPIs & Metrics
SLAsSolutionArchitecture
Workflow Governance
Customization & Change Requests
Collaboration scenarios/usag
esBilling &
Cross-Charging
Catalog of Services
Service Requests
Management
Incident Management …
Security PolicyTechnicalArchitecture
BackupPolicy
Decommissioning Plan
Network Governanc
ePlatform
Governance …Technical life-cycles
System Monitoring
= example of Governance Components: not exhaustive & not mapped into the Framework (to be done in context)
…
IM Governance Framework (STO)
• Core Principals, linked to Mission• Organization, R&R• Enterprise Architecture• Organizational Metadata
• Info-related Processes• Inter-relationships• Workflow mapping • Media (intranets, www,…)• …
• Policies• Procedures• Guidelines• Tech. Platform• …
Strategic
Operational
Tactic
S
T
O
Decline Core Framework into 3 Levels of Analysis
Slide 11
IM Governance Organization• IM Governance Board
– Lead the overall Governance Program
– Coordinate the different Governance Projects between Committees
• IM Governance Committees– Members from relevant units
(cross-disciplinary)– In charge of specific
Governance Projects– Coordinate with other
Committees– Report to the Governance
Board
Slide 12
IM Gov. Committee 1
Info. Management
Governance Board
IM
Bus.HR
IT Secu
Legal
IM Gov. Committee 2
IM
Bus.HR
IT Secu
Legal
IM Gov. Committee 3
IM
Bus.HR
IT Secu
Legal
Collaborati
onCollaboration
Leadership
IM GovernanceProgram
IM Governance Projects
IM Governance Projects
IM Governance Projects
IM Governance Framework ( c o m p l e t e m o d e l )
Slide 13
Committee 1
GovernanceBoard
Committee 2
Committee 3
Operational
Tactic
Strategic
Program/Projects RoadmapTIME SCALE
GOVERNANCETEAMS
2012 2013
Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4
COMMITTEE 1
GOVERNANCE PROJECT 1
P2
GOVERNANCE PROJECT 3
COMMITTEE 3
GOVERNANCE PROJECT 7
GOVERNANCE PROJECT 8
GOVERNANCE PROJECT 9
BOARDINTEGRATION OF GOVERNANCE COMPONENTS / PROJECTS
COMMITTEE 2GOVERNANCE PROJECT 6
GOVERNANCE PROJECT 5GOVERNANCE PROJECT 4
Summary: Implementation Roadmap1. Develop a holistic Governance Framework
1. Comprehensive visual Framework, integrating all key Governance dimensions2. With its Governance Components
2. Identify & assess existing Governance Components within the organization1. Email Policy, File Plan, Taxonomy & Metadata directory, Disaster Recovery plan, …2. Info management processes, …
3. Federate people & energies around this common vision/approach1. Form cross-departments Governance teams2. Form Governance Board & Committees
4. Perform a fit/gap analysis of Governance Components1. What do we have already, what is the level of maturity/adequacy?2. What is missing?
5. Define Priorities1. What do we need the most (importance)? 2. How soon (urgency)?
6. Formalize a Roadmap1. Define an Action Plan/Roadmap, based on Priorities and Capacities/Capabilities/Time constraints2. Assign specific Governance Projects to Committees
7. Coordinate & Federate1. Ensure alignment & coordination between Projects2. Integrate into the Overall Governance Program, iteratively: layers after layers
Slide 15
Conclusion: Governance everywhere• Governance on Information Architecture
– Metadata definition, taxonomy, search facets… – Information life-cycles, workflows, …– Security groups & Confidentiality levels
• Governance on Solution Architecture– Architecture for Solution Family, Solution Templates & Solution Instances– Process to identify new components to add/acquire– Visual Identity, navigation & ergonomics
• Governance on Platform / Technical Architecture– Platform management processes– Platform evolution / enrichment process– Platform integration with related information management systems
• Governance on Roles & Responsibilities– Business owner, business users…– IM Team, IT, Legal (RM)…– Consulting partners, components developers…
Slide 16
INFO LIFE-CYCLE + TECHNOLOGIESInfo Life-Cycle
Info Type
CREATECreate doc, info, initiate workflows SEARCH
SHARE & COLLABORATEOperational sharing with Team, Unit, Company, etc.
RECORDPreserve Institutional memory
Emails
Tasks (wkflw))
General Info
Documents
Intranet
Office 2002
Notes Mail
Form on Intranet(for Corp + Geneva info)
Notes Mail
Site Info DB(for local info)
Ref File
File plan(Institutional Filing)
Basic Search
Declare Emails/Docs as Record:Step 1: attach doc (HQ) or Copy/Paste doc (Field) to email (manual)
Step 2: drag & drop into “To be filed” (manual)
File Emails/Docs Record:Step 3: File into File Plan (manual)
Record process
TEAMBOX&
EMAILS
(Operational Filing)
1. Collaboration limited to UNIT
4. No internal tool to support Extranet access
2. Some Docs declared as Records only to allow cross-units sharing
7. Too many steps. No
Automation
Google DocsDropBox
For Extranet access
3. Collaboration via Ping-Pong of
Emails
5. Extranet docs not in Ref File
6. Operational filing contaminated by File Plan
TODAY
INFO LIFE-CYCLE + TECHNOLOGIESInfo Life-Cycle
Info Type
CREATECreate doc, info, initiate workflows SEARCH
SHARE & COLLABORATEOperational sharing with Team, Unit, Company, etc.
RECORDPreserve Institutional memory
Doc Sharing+ Metadata
(Operational filing)
Emails
Tasks (wkflw))
General Info
Documents
Distrib. Lists for Groups
Task Mgmt (STM)
Office 2002
Notes Mail
Form on Intranet(for Corp + Geneva info)
Notes Mail
Ref File
File plan(Institutional Filing)
Basic Search
Declare Emails/Docs as Record:Step 1: attach doc (HQ) or Copy/Paste doc (Field) to email (manual)
Step 2: Set Status to “Final”(manual)
File Emails/Docs Record:Step 3: Filing automatic
Record process
IntranetSite Info DB(for local info)
TRANSITION
Metadata allow automatic classification based on RM Rules: e.g. “All <Reports> in
<Final> status are filed <here>
No drag & drop. (then only “Final” doc are processed
by RM Rules)
As RM Classification is automatic, no contamination
of Oper. filing by File plan
Direct leverage of the Active Directory Groups
Accessible from Extranet
No manual filing anymore
INFO LIFE-CYCLE + TECHNOLOGIESInfo Life-Cycle
Info Type
CREATECreate doc, info, initiate workflows SEARCH
SHARE & COLLABORATEOperational sharing with Team, Unit, Company, etc.
RECORDPreserve Institutional memory
Emails
Tasks (wkflw))
General Info
Documents
Distrib. Lists for Groups
WEB STMTask Mgmt
Form on Intranet(for Corp + Geneva info)
Ref File
File plan(Institutional Filing)
Declare Emails/Docs as Record:Step 1: directly saved into repository/Solution)
Step 2: Set Status to “Final”(manual)
File Emails/Docs Record:Step 3: Filing automatic
Record process
Intranet
FUTURE
Full integration DM-RM:Doc saved directly with metadata
into repository, when set to <Final> doc are automatically processed
and filed accordingly
New Web version of STM
Docs in STM can be declared as Records
Web Solutions (intra/extra)Extensible Platform + Generic Templates
EventMgmt
Proj.Mgmt Etc…Team
Space
Platform (DM, Lists, Portal, components, calendar, doodle, Wiki, Forum, social, etc.)
Mob
ility
(A
cces
s fro
m m
obile
dev
ices
+ O
fflin
e)
Intranet automatically
archived
Office 2002
Notes Mail
Notes Mail
Site Info DB(for local info)
Office 2010+ Metadata
Outlook
Outlook
Web Form(for local info)
Basic SearchPower Search
Our Methodology: Governance 360° ™
Demand ManagementProject Portfolio Management
Idea & Suggestions Management
Change & Projects Requests
Support & ChangeManagement
Incident ManagementTraining Management
Change Management
DeliveryManagement
Project Management Methodos
Solutions ProvisioningNew features & Apps
ServiceManagement
Solution StoreSLAs / SOAs
Service OfferingBilling & Cross-Charging
Visual Identity& ErgonomyVisual Identity
TemplatesNavigation structure
InfrastructureManagement
Sites inventoryMonitoring & ReportingSecurity Management
Decomissioning
Features inventory
Taxonomy & Info.Architecture
Taxonomy / Folksonomy
Metatadata / Term Store
Search Scope & Strategy
Data Migration
Development & CustomizationManagement
Code ManagementDevelopment Methodology
Components Assembly