Case Manager for Content Management - A Customer's Perspective

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Information about Case Manager for Content Management - A Customer's Perspective

Published on March 18, 2014

Author: DayhuffGroup



Motorists Mutual Insurance and Dayhuff Group share best practices and lessons learned from the Case Manager implementation at Motorists that is finally allowing the customer to realize the promise of Content Management.


1 2 3 Insights Into Implementing ICM Lessons Learned Realize The Promise Of CM8

• 16+ years PM experience • Started with Motorists in 2012 • Agile Practitioner Coach JARROD REED Project Manager at Motorists Mutual Insurance


• Multiple workflow solutions across the organization • Cost to maintain • Speed to market to and predictability • Long term scalability MOTORISTS WORKFLOW ENVIRONMENT

• Ability to use ICM in an agile way • No costly conversion off CM8 • Configurable user experience • Seamless integration with CM8 • Out of the box reporting KEY SELECTION CRITERIA


ASSEMBLE YOUR TEAM Security (LDAP) DBA OS Engineer Windows Engineer WAS Engineer Application Developer CM8 Systems Administrator ICM Partner IBM Business Analyst Install Implement

Start with the end in mind •Straight upgrade and install •ALM in place before upgrade and install •Joint effort for upgrades of ALM components during install Other Considerations •Time to market •Deployment pipeline •Framework APPROACH

Prerequisites •Upgrade CM8 • Upgrade AIX • Upgrade CM8 • Upgrade eClient • Fixpacks • Upgrade web servers • Upgrade databases •Install and configure WAS ND •Install and configure ICM database environment •Install and configure common LDAP server environment HOW WE GOT THERE Case Manager Installation •Install and configure Case Manager •Set up monitoring 12 Production Deployments

• Start out of the box and expand Agile • Engage IBM ECM product team in planning • Prototype along the way • Reprioritize with every iteration • Train your business analysts to configure ICM • Use a partner that has done this before LESSONS LEARNED


ECM CENTER OF EXCELLENCE Business Strategy ECM Foundation • Content Requirements • Content definition/types • User segmentation • Content Architecture • Taxonomy • Security Requirements • Permissions • ACLs • Presentation • Layouts/Navigation • Usability • Templates • Content Processes • Content creation – publishing • Site processes • Business processes • Content capture/indexing ECM Implementation • Technology Platform evaluation • Design & Infrastructure • Application Architecture • Data Architecture • Configuration • Custom Development • Integration • Testing • Application Management Services/ Hosting Services • Vision • Objectives • Goals • Organizational Structure • Organizational Structure • Policies & Guidelines • Roles & Responsibilities • Training/Education • Communication • Change Management • Metrics/ Measurement • Records Management • Records Retention • Auditability • Content Definition • Identification & Availability • Ownership • 3rd Party Content • Key Drivers • Critical capabilities • Tactics or key projects to deliver capabilities • Business Plan/Business Case • Strategic Roadmap • Content Assessment Vision Assess Plan ECM Strategy ECM Governance

CM8 EVOLUTION • eClient introduced in 2001 • No replacement client available today with same features • WEBi introduced in 2006 • Navigator introduced in 2011 • Most users still on eClient • Large amount of customization of eClient

HISTORY OF ICM ON CM8 • Built to provide fast deployment of ECM solutions • One of the first IBM / FileNet joint development efforts ICM availability announced 2011 Support for CM8 Released 2012 Support for 5.22014

BENEFITS OF ICM FOR CM8 • Customizable user interface • Configurable for each user role • Provides what’s needed for user at each step • Manage business “cases” - not just individual documents • Single administration for user experience • Superior search • Configurable workflow • Related tasks create case solution • Case processes extend beyond linear CM8 workflow capabilities • Empowerment of the business • Extensive reporting • Advanced analytics

Architecture considerations •Same underpinnings Websphere and DB2 •Platform selection, most common Windows •High availability consideration •Sizing based on workload type •CM8/DB2/Websphere product levels • CM8.4.3+ (CM 8.5 recommended) • ICM databases can be co-located or separate from CM8 • ICM runs under separate Websphere instance from CM8 • ICM processes do not impact CM8 performance ICM IN A CM8 ENVIRONMENT

ICM IN A CM8 ENVIRONMENT What makes CM8 implementations of ICM unique? •CM8 document types are reused in ICM, not built in ICM •Mapping document attributes to case properties outside of Case Builder •CM8 add-ons required for case event handling, ICM privilege sets, etc. •Case objects are not stored in CM8 - only documents • ICM repository (FileNet) stores case objects and details about active cases • Content repository (CM8) stores documents

• Introduce ICM to the business in a demo • Walk the business through the maturity curve • List capabilities that can be added to ECM stack • Perform a basic POC • Start small and be “agile” HOW TO GET STARTED

• Assessment of current environment • Education for your users • POC development DAYHUFF GROUP OFFER


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