Balancing Governance with Engagement
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How do you balance governance with engaging the users?
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Balancing Governance with Engagement
- 1. Balancing Governance with Engagement Mary Leigh Mackie Robert Bogue mlmackie@AvePoint.com Rob.Bogue@ThorProjects.com
- 2. Definitions of Governance • “a method or system of government or management” (Dictionary.com) • “Governance uses people, process, technology, and policies to define a service, resolve ambiguity, and mitigate conflict within an organization” – The Burton Group • “… focused on information technology systems and their performance and risk management.” (Wikipedia.org)
- 3. Roots of Govern • Latin gubernāre – to steer (a ship) • Greek kybernân – to steer
- 4. Engagement • Compass not a checklist • Anchored by core beliefs; directed by principles; unencumbered by directives • Thinking: Magis - always something more, something greater
- 5. Engagement and Governance Ownership Repeatability Flexibility Cost Control Risk Velocity Management Engagement Governance
- 6. Means to an End • Your organization doesn’t want governance • Your organization wants something that it believes governance will bring • Your first challenge is making it clear what that thing is (or things are)
- 7. Process or Product • Governance is about the Journey – not the Destination • The journey creates shared understanding which minimizes risk
- 8. Proactive vs. Reactive • Proactive: Education • Reactive: Review Boards • Both are necessary, but preference towards proactive strategies to improve adoption and minimize conflict
- 9. Minimally Sufficient • Just enough and no more • Minimize costs by finding the lowest intersection of management and operational costs
- 10. Good Governance • Is… – Specific – Clear / Unambiguous – Flexible / Adaptive
- 11. Levels of Guidance • Identification of – System Critical Guidance – Best Practices – Opportunities for value
- 12. Must/Must Not • System Critical Guidance • Potential Security or Reliability concerns
- 13. Should/Should Not • Best Practices • Guidance on the “best” way to do things • Avoidance for ineffective approaches
- 14. Can/Can not • Opportunities and cost containment • Creating awareness of opportunities • Policy based (not security or privacy based) restrictions
- 15. What is Site Lifecycle?
- 16. Event driven provisioning flow Business Event
- 17. Typical Provisioning Process Request Approval Process Provision
- 18. Site Collection Lifecycle Management Birth Life Inactivity End-of-Life Change of Lease expiry business triggered contact Provisioned Request for Lock before Deleted from deletion or delete or SharePoint archive archive Change of Site inactivity Policy triggered Change of Archived from purpose SharePoint
- 19. Archival Stages Archive • Backup if appropriate • Delete site Obtain Archive • Notification owner and it Permission admin • Notify and obtain owner Identify Archive permission to remove Candidates • Notify IT admin of intent • Limited/no site usage to remove • Closed state (for example, project completed) • User Initiated • Centralize view candidates
- 20. What is Service Management? IT service management refers to the implementation and management of quality IT services that meet the needs of the business. IT service management is performed by IT service providers through an appropriate mix of people, process and information technology. ― Wikipedia.org Sound familiar?
- 21. Why Service Management? Information Infrastructure Operations Architecture Information Project Leadership Management Management Continuous Customization Adoption Improvement
- 22. What is DocAve Software? One Platform. One Install. All of your SharePoint Needs. Business Users Solutions Applications Process Organizations DocAve Global Manager
- 23. End-to-End Policy Interface Example Service Offering or SLA Operations Gold Silver Bronze Backup 1 hour 1 day 1 week Storage Manager Tier 1 – SAN Tier 2 – NAS Tier 3 – Azure Archiver 7 years 3 years 1 year Auditor Full View + edits Views SharePoint SharePoint Designer Enabled Disabled Disabled Content Database Isolated DB Shared Shared Quota 100Gb 50Gb 10Gb
- 24. Service Audience-targeted Sales HR Litigation Policies Silver Gold, Silver Gold Security Sales Management Accounting Mgmt. Legal Team AD Group, External Council AD Group AD Group Customizations Customer Site Employee Site Litigation Template Template Template Approval Process 2-stage 2-stage 3-stage Business Contact Sales VP/Manager HR Director Chief Council Classification Account Size Employee Court, Case Department Number
- 25. Exponential Storage Trends • Large divergence of active vs. inactive • More content, same service level agreement (SLA) • Larger performance Year 0… Year 1… Year 2… Year3… impact • Higher cost of storage! Active Content Actual Content
- 26. Quantifying Risk • Risk is quantifiable • Manage the largest risks – with the least impact on engagement
- 27. What is a Measurement? • An approximation of a value • All measurements have some (even small) amount of error • Measurements don’t have to be precise to be accurate or useful.
- 28. Measurement 101 • Accuracy – Proximity to the true value • Precision –Repeatability of a measurement • +/- is a measure of precision
- 29. Everything is Measurable • Nothing is Immeasurable – the question is whether it’s worth the cost to measure it • Not all things that can be measured should be measured (Objections) – Economic – Usefulness – Ethical
- 30. Fermi Estimate • Break the problem down • # of Pianos tuned per into a set of known or Tuner… knowable quantities. – # of Hours/Piano = 2 • Consider the number of – # of hours worked/year = piano tuners in Chicago 2,000 – # of Pianos tuned/year = • Pianos that need tuned are: 1,000 – Population of Chicago ( 5 Million) • # of Pianos Tuners in – # of people per household (2) Chicago = ~125 – Percentage with Pianos (5%) – Average times per year a piano is tuned (1) – Pianos tuned / year = 125,000
- 31. The Drake Equation • The number of detectable • Formula: extraterrestrial civilizations – Average rate of star formation in the milky way. in the galaxy • Leads to widely varying – Fraction of stars with planets answers based on the – Average number of planets that can support life values – Fraction that do develop life used, however, demonstrat – Fraction that develop es Fermi approach of intelligent life breaking down the problem – Fraction of intelligent life that emit detectable signals – Length of time detectable signals are emitted
- 32. Nine Keys to SharePoint Success • Activities Missed – Shared Vision – Business Connection – Planning Measurements – Evangelization • Culture Change – Honest Evaluation – Reframing Relationships – Platitudes • Simple Things – Right Defaults – Imperfect Solutions
- 33. The SharePoint Shepherd’s Guide for End Users: 2010 • Content – Background Information – Decision Trees – 181 Tasks • Available Forms – Book (available where books are sold) – Corporate Licenses available for deployment to your intranet.
- 34. Putting Governance Together Build Governance Policy Authoritative experts Breadth of concerns DO Governance Semi-automate with DocAve Governance Optimization Reporting Automation © 2011 AvePoint, Inc. All rights reserved. No part of this may be reproduced, stored in a retrieval system, or transmitted in any form or by any means, without the prior written consent of AvePoint, Inc.
- 35. Additional Resources (Please Click Images or Visit www.AvePoint.com/resources) WhitePapers from AvePoint’s Own Customer Success Stories SharePoint Experts
- 36. Thank you • Robert Bogue • Mary Leigh Mackie Rob.Bogue@ThorProjects.com mlmackie@avepoint.com – (317) 572-5310 – @MLMackie – @RobBogue • AvePoint – (800) 661-6588 – sales@avepoint.com – @AvePoint_Inc
Hinweis der Redaktion
- ML – Intros, Agenda
- Heroic Leadership by Chris Lowney
- Time: 1 minute
- http://www.techrepublic.com/article/creating-artifacts-what-you-dont-know/5842424
- Reactive is seen as HAVE to haveProactive as seen as NICE to haveThis is BACKWARDS
- Article: The Value of Imperfect SharePoint DevelopmentAgile Development views on Documentation
- -Tend to treat every “thing” in a governance plan with equal footing.
- Development (Disposal) best practicesSecurity risks (confidential data. Personal information)Litigation risks (document retention)
- Involve a SharePoint Architect (to support new projects)Plan for maintenance
- One of the largest concerns with content in SharePoint is accountability, with Governance Automation we have come up with a solution.[CLICK]When a site collection, or site, is provisioned via a service request we have a concept of a site lease that is attached based on the policy of the site selected. The lease for a Gold policy may be 2 years, whereas a lease for a Bronze non-business critical site may be 6 months.[CLICK]On the expiration of the lease, the accountable business contact will be notified and asked to either renew the lease or choose to delete or archive the site.[CLICK]We know that users often make the wrong decision, so rather than deleting or archiving immediately…we look the site for a set period of time, based on policy and then act on it after that period.[CLICK]We all know that some business contacts will just keep clicking renew the lease. If you have a chargeback model in place, this will have an associated cost.If you do not have a chargeback model, we can also check activity on the site. If the site has not been accessed for 6 months, again policy driven, we will notify the accountable business contact and make them decide to either keep the site, archive it or delete it.[CLICK]During the lifecycle of a site, often the accountability gets transferred. So Governance Automation has the ability to change this.[CLICK]We also know that business criticality of content changes over its lifecycle too and the policy can be changed from Gold to Bronze to both save the business unit being charged for the service money and also I.T. in the management and operation costs involved.[CLICK]This can also be the case for the classification of the site too. Maybe it was originally classified as a Project site collection in the Medium size group, but now has become a Enterprise size group classification.[CLICK]We also know that some users are proactive and give the ability to request a site be deleted or archived based on policy.
- Upfront offerings. Imagine subscribing to your phone bill. You don’t sign up if you don’t know what you’re getting. With Service management, we have an opportunity to clearly communicate what IT is planning to deliver to the business. These are various policy categories that service management often accounts for. AtAvePoint, we have spoken to our existing customer base and looked at the SharePoint Governance plans that have been put in place. A key driver for defining policies is to set the expectations between I.T. and the business on how SharePoint will be run as a Service to the organization.We typically see that the policies within these plans fall into these 9 policy categories. Most organizations Governance plans will always have policies focused on Infrastructure and Operations as these are close to I.T. teams needs and costs. These will include service level agreements, storage costs and disaster recovery policies.[CLICK]Another focus area will be around Information Architecture due to the concerns within the business on accountability, restrictions and discoverability.[CLICK]Information Management is often neglected due to the Information Managers not involved in defining the policies and is often reactive due to organizational records management policies around disposition and legal holds.[CLICK]SharePoint is a series of ongoing projects with an organization as new initiatives get introduced into service such as Intranets, Extranets or Collaboration services. Each of these requires project management and policies should be put in place defining how these initiatives are conducted to set expectations. Each project will involve following policies around communication plans, release coordination and business prioritization.[CLICK]Many organizations understand the organic growth of SharePoint and will encourage leadership to be present from day one. This will include the forming of a Governance Board along with ensuring that there be policies that align the SharePoint Governance plan with the IT Governance Plan and Corporate Governance Plan strategic objectives, values and vision for the organization.[CLICK]To many, SharePoint is a platform that can be customized to the organizations needs. It is important that policies be put in place to set the expectation on the level of customization allowed within each workload of SharePoint.[CLICK]Adoption is a key factor that should be measured to enforce the return on investment of SharePoint as a Service back to the organization and policies are typically put in place to define how adoption will be measured and ensure that this be taken into account by all workloads within SharePoint.[CLICK]Continuous improvement is critical to the success of system that is formed within an organization. Having measurable outcomes that can be revisited at certain checkpoints throughout the year ensure that all policies are revisited and tweaked to improve the system for the future.
- Organic approach to growth with SharePoint , goal has been to eliminate gaps between vendors, products, and solutions for customers.
- These are typical examples of policies that are offered to divisions of the organization based on business criticality. Gold being the most expensive cost to a division from a internal billing perspective and Bronze being the cheapest.We also found customers had different perspectives on various other configurable features at the site collection level.For instance, whether SharePoint Designer was enabled for business users within the site.Or, whether the site collection was stored on an isolated database on a high performance SQL instance, compared to a shared instance in cheaper policies.Storage quotas and customizations options were also very common requirements from our customers that can be configured within policies.
- Each service request type can have instances created to target divisions of an organization.The examples shown here show what policies are available for different divisions. For instance, the HR business users can chose between Gold and Silver, whereas Sales are locked onto the Silver policy and Projects the Gold policy.Each service request type instance has the ability for administrators to configure who has security to request these services along with assigning a business owner to the instance itsself, typically someone on the governance committee.Each instance can also have its own available Site Templates and a pre-defined workflow that parameters for approvers can be configured.A large issue in organizations is allocating Site Collection Owner rights to business owners of the content to deliniate ownership for reporting. The problem here is these businses owners, most without training, immediately have ‘god mode’ to the content. Our product introduces the ability to store Primary and Secondary Site contacts which achieve the business outcome without releasing the keys to the kingdom.Additional metadata can also be associated with site collections to enable the governance committee to report on site collections through multiple dimensions, for example, business department, customer type or location.
- Time: 1.5 minutesDouglas Hubbard, “How to Measure Anything”Precise – defined or strictly stated, defined, or fixed; being exactly that and neither more nor lessAccurate – true, unerring
- Time: 31 minutes
- Time: 3 minutesStory: Miners Canary / Poisonous GasEratosthenes (ca. 276-194 B.C.)Syene – Deep well; Alexandria cast Shadows; 1/50th of a circle thus Syene to Alexandria must be 1/50th of a circle; 500 miles1,700 years to Columbus
- Time: 3 minutesEnrico Fermi, Italian-American physicist
- Time: 2 minutesFrank Drake, 1961
- Early 2006 Seven Keys to Success, Seven Warning Signs – before SharePoint 2007
- Why I did it… having trouble timing training and user need...
- Axceler doesn’t DO governance! They don’t concern themselves with the breadth!
- Need to hyperlink/add graphics