Title

1. Title Yannick Jolliet Active Knowledge Information Management Governance

2. Active Knowledge? Yannick Jolliet? Play the mini-movie presenting the birth story of Active Knowledge, on http://Story.Active-Knowledge.com

3. What is IM Governance about? Info Life-cycle? Sharing? Pertinence? Collaboration? Info vs. Data? Internet? Management? Documents Management? Change Management? Accuracy? Paper? Meta-Data Management? Search? Usage? Information? Social networks? Intranet? Metrics? Culture? Metadata? Workflows? Costs vs Value? Digital Assets (DAM)? Status? In context? Voice mail? Roles & Responsibilities? Archives? Organization? Extranets? Social media hubs? Business Processes Management? Reporting? Quality? Email? Referencial? Tactic? Folksonomxy? Technical Platform? Services? Control? Policies? Contracts? Taxonomy? Strategic? Reports? Coordination? Technical Architecture? SLAs? Memos? Legal? Governance? Guidelines? Decisions? Information Architecture? Analysis? Business Continuity Plan? Solution Architecture? Invoices? File Plan? Security? IT? Record Management? Alignement? Governance Board? HR? ALL together!  Complex & Multidimensional “jungle”

4. 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?... Where do you place the cursors?… Always both dimensions  balance to be found…

5. 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-relatedProcesses • Optimization is a must, along the whole info Life-Cycle • Appropriate Organizational Structures must be in place • Governance is fundamental IM 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, …  Governance is Strategic! and so fascinating & FUN!

6. 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 Initiatives

7. 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

8. 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… Then map them into a holistic “IM Governance Framework” 

9. IM Strategy  IM Pillars

10. IM Governance Framework (Core) Organizational Metadata Information Architecture Search Scope & facets Record Management Policy Taxonomy & Folksonomy Email Policy Visual Identity & Ergonomics Reference File INFORMATION Solutions Templates Training PEOPLE Governance Board & Committees Roles & Responsibilities Change Management & Culture … Workflow Governance Service Requests Management Collaboration scenarios/usages Billing & Cross-Charging KPIs & Metrics PROCESSES Customization & Change Requests Incident Management SLAs … Solution Architecture Catalog of Services Technical Architecture Security Policy System Monitoring Decommissioning Plan Platform Governance Technical life-cycles Network Governance Backup Policy … TOOLS = example of Governance Components: not exhaustive & not mapped into the Framework (to be done in context) …

11. IM Governance Framework (STO) Decline Core Framework into 3 Levels of Analysis S Strategic T Tactic O Operational

12. 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 Info. Management Governance Board IM GovernanceProgram Leadership IM Gov.Committee 1 IM Gov.Committee 2 IM IT Secu IM IT Secu HR Bus. Legal HR Bus. Legal IM GovernanceProjects IM GovernanceProjects IM Gov.Committee 3 Collaboration Collaboration IM IT Secu HR Bus. Legal IM GovernanceProjects

13. IM Governance Framework (complete model) GovernanceBoard Committee 1 Committee 2 Committee 3 Strategic Tactic Operational

14. Program/Projects Roadmap GOVERNANCE PROJECT 1 GOVERNANCE PROJECT 3 P2 COMMITTEE 1 GOVERNANCE PROJECT 4 GOVERNANCE PROJECT 5 GOVERNANCE PROJECT 6 COMMITTEE 2 GOVERNANCE PROJECT 7 GOVERNANCE PROJECT 9 GOVERNANCE PROJECT 8 COMMITTEE 3 INTEGRATION OF GOVERNANCE COMPONENTS / PROJECTS BOARD

15. Summary: Implementation Roadmap • Develop a holistic Governance Framework • Comprehensive visual Framework, integrating all key Governance dimensions • With its Governance Components • Identify & assess existing Governance Components within the organization • Email Policy, File Plan, Taxonomy & Metadata directory, Disaster Recovery plan, … • Info management processes, … • Federate people & energies around this common vision/approach • Form cross-departments Governance teams • Form Governance Board & Committees • Perform a fit/gap analysis of Governance Components • What do we have already, what is the level of maturity/adequacy? • What is missing? • Define Priorities • What do we need the most (importance)? • How soon (urgency)? • Formalize a Roadmap • Define an Action Plan/Roadmap, based on Priorities and Capacities/Capabilities/Time constraints • Assign specific Governance Projects to Committees • Coordinate & Federate • Ensure alignment & coordination between Projects • Integrate into the Overall Governance Program, iteratively: layers after layers

16. 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 relatedinformation management systems • Governance on Roles & Responsibilities • Business owner, business users… • IM Team, IT, Legal (RM)… • Consulting partners, components developers…

17. TODAY INFO LIFE-CYCLE + TECHNOLOGIES 2. Some Docs declared as Records only to allow cross-units sharing 1. Collaboration limited to UNIT • TEAMBOX • & • EMAILS • (Operational Filing) • Google Docs • DropBox • For Extranet access Ref File Office 2002 Documents File plan (Institutional Filing) 3. Collaboration via Ping-Pong of Emails Basic Search Emails 4. No internal tool to support Extranet access Notes Mail 6. Operational filing contaminated by File Plan 5. Extranet docs not in Ref File Notes Mail Tasks (wkflw)) Intranet Form on Intranet (for Corp + Geneva info) General Info Site Info DB (for local info) 7. Too many steps. No Automation File Emails/Docs Record: Step 3: File into File Plan (manual) 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) Record process

18. TRANSITION INFO LIFE-CYCLE + TECHNOLOGIES Accessible from Extranet Metadata allow automatic classification based on RM Rules: e.g. “All <Reports> in <Final> status are filed <here> • Doc Sharing • + Metadata(Operational filing) Ref File Office 2002 Documents File plan (Institutional Filing) As RM Classification is automatic, no contamination of Oper. filing by File plan Basic Search Distrib. Lists for Groups Emails Direct leverage of the Active Directory Groups Notes Mail Task Mgmt (STM) Notes Mail Tasks (wkflw)) Intranet Form on Intranet (for Corp + Geneva info) No drag & drop.(then only “Final” doc are processed by RM Rules) No manual filing anymore General Info Site Info DB (for local info) File Emails/Docs Record: Step 3: Filing automatic 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) Record process

19. FUTURE INFO LIFE-CYCLE + TECHNOLOGIES Web Solutions (intra/extra) Extensible Platform + Generic Templates Office 2010+ Metadata Ref File Office 2002 Documents EventMgmt Proj.Mgmt Team Space Etc… File plan (Institutional Filing) Platform (DM, Lists, Portal, components, calendar, doodle, Wiki, Forum, social, etc.) Basic Search Power Search Distrib. Lists for Groups Emails Notes Mail Outlook Mobility (Access from mobile devices + Offline) WEB STMTask Mgmt Outlook Notes Mail New Web version of STM Docs in STM can be declared as Records Tasks (wkflw)) Intranet Form on Intranet (for Corp + Geneva info) Full integration DM-RM: Doc saved directly with metadata into repository, when set to <Final> doc are automatically processed and filed accordingly General Info Intranet automatically archived Site Info DB (for local info) Web Form (for local info) File Emails/Docs Record: Step 3: Filing automatic Declare Emails/Docs as Record: Step1: directly saved into repository/Solution) Step 2: Set Status to “Final”(manual) Record process

20. Our Methodology: Governance 360° ™ Data Migration Search Scope & Strategy Service Offering Billing & Cross-Charging Metatadata / Term Store SLAs / SOAs Solution Store Taxonomy / Folksonomy Service Management Taxonomy & Info. Architecture Demand Management Visual Identity & Ergonomy Navigation structure Templates Change & Projects Requests Visual Identity Project Portfolio Management Idea & Suggestions Management Development & Customization Management Delivery Management Components Assembly Project Management Methodos Code Management Solutions Provisioning Development Methodology Infrastructure Management New features & Apps Support & Change Management Features inventory Security Management Sites inventory Monitoring & Reporting Decomissioning Change Management Training Management Incident Management