yannick jolliet active knowledge information management governance

Title

Yannick Jol l iet Active KnowledgeInformation Management Governance

Acti ve 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

http://Story.Active-Knowledge.com/

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 Practi ces• 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 Initiatives

Slide 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

Identi fy 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 & Committ ees

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

ePlatf orm

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 Organizati on• 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 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


COMMITTEE 3




BOARDINTEGRATION OF GOVERNANCE COMPONENTS / PROJECTS

COMMITTEE 2GOVERNANCE PROJECT 6

GOVERNANCE PROJECT 5GOVERNANCE PROJECT 4

Summary: Implementati on 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 Type




Doc Sharing+ Metadata

(Operational filing)

Emails

Tasks (wkflw))

General Info

Documents

Distrib. Lists for Groups

Task Mgmt (STM)

Office 2002

Notes Mail


Notes Mail

Ref File


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 Type




Emails

Tasks (wkflw))

General Info

Documents

Distrib. Lists for Groups

WEB STMTask Mgmt


Ref File


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 fr

om 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 Management

Project Portfolio Management

Idea & Suggestions Management

Change & Projects Requests

Support & ChangeManagement

Incident Management

Training Management

Change Management

DeliveryManagement

Project Management Methodos

Solutions Provisioning

New features & Apps

ServiceManagement

Solution StoreSLAs / SOAs

Service OfferingBilling & Cross-Charging

Visual Identity& ErgonomyVisual Identity

Templates

Navigation structure

InfrastructureManagement

Sites inventoryMonitoring & Reporting

Security Management

Decomissioning

Features inventory

Taxonomy & Info.Architecture

Taxonomy / Folksonomy

Metatadata / Term Store

Search Scope & Strategy

Data Migration

Development & CustomizationManagement

Code Management

Development Methodology

Components Assembly

yannick jolliet active knowledge information management governance

Documents

file plan slide

context slide

local info site info

local info metadata

geneva info form

local info office

info lifecycle info

local info web form