The Critical Role of Content Management in Delivering Business Services

The Critical Role of Content
Management in Delivering
Business Services
®An ENTERPRISE MANAGEMENT ASSOCIATES (EMAT) White Paper Prepared for ASG
August 2008
IT Management Research, Industry Analysis, and ConsultingThe Critical Role of Content Management in
Delivering Business Services
Table of Contents
Executive Summary..............................................................................................................................1
Content Management in a Business Service Context....................................................................1
Problems with Typical ECM...............................................................................................................2
ECM and Compliance..........................................................................................................................3
Business Services and Online Content Technologies....................................................................3
Business Service Management Approach to ECM.........................................................................4Holistic Approach to Enterprise Content Management..........................................................4Connecting ECM and BSM...........................................................................................................5
ASG and Business Content Management........................................................................................6
EMA Perspective...................................................................................................................................7
About ASG ...........................................................................................................................................7
©2008 Enterprise Management Associates, Inc. All Rights Reserved.The Critical Role of Content Management in
Delivering Business Services
Executive SummaryEnterprise Content Management (ECM) provides critical capabilities for managing the documents, spreadsheets, reports, e-mails, Web pages, etc. that drive business operations. EMA research shows that ECM delivers numerous benefits, including easier information access, knowledge sharing and collaboration, improved productivity, competitive advan-tage, regulatory compliance, cost reduction, and more.However, many enterprises have ineffective ECM capabilities and cannot achieve these goals. Instead, they deliver poor customer service, provide slow access to content, and misplace records, resulting in lost revenue, reduced competitive advantage, higher costs, and lower stockholder value. They are also unable to maintain compliance to important stan-dards (such as ISO15489, DoD 5015.2, MoReq, and ITIL®), or EMA recommends businesses to critical legal requirements (such as HIPAA, GLBA, Privacy and FOI laws, NASD, MiFID, US Federal Rules of Civil apply an enterprise-wide ECM Procedure, and SEC 17a). strategy that covers e-mail and EMA recommends businesses apply an enterprise-wide ECM records management, document strategy that covers e-mail and records management, document management, report management, management, report management, business user access, content
business user access, content workflow and collaboration, long-term archiving, integration, and broad enterprise usability. workflow and collaboration, Further, to manage content according to true business service long-term archiving, integration, objectives, ECM should be connected to Business Service and broad enterprise usability. Management (BSM) solutions, such as Application Dependency Mapping, Service Level Management, Event Monitoring and Correlation, and Service Impact Analysis.This EMA white paper investigates these issues in more depth and provides an overview of how ASG is bringing together technologies for ECM and BSM to address business-aligned content management initiatives across the enterprise.
Content Management in a Business Service ContextBusinesses run on content - the documents, spreadsheets, reports, e-mails, Web pages and more that are the vehicles for communicating critical business information. The volume of content that organizations are producing is growing at an extraordinary rate, and driving the growth of ECM - a broad collection of disciplines that... [download for more]