1 DEPLOYMENT AND OPERATIONS MODULE 23 ECM SPECIALIST COURSE 1 Copyright AIIM

ECM SPECIALIST COURSE Section 1: ECM Business Strategy Section 3: ECM Applications and Solutions Section 5: Foundations and Planning Section 6: Design, Deliver and Deploy Module 1: Introduction to ECM Program Delivery Modules 8 and 9: Applications and Solutions Parts 1 and 2 Modules 14, 15 and 16 Building a Foundation Parts 1, 2 and 3 Modules 20 and 21 Design Parts 1 and 2 Module 2: ECM Program Strategy Exam 3Module 17: Creating a Project Roadmap Module 22: Develop Module 23: Deployment and Operations Module 3: ECM Business Case Section 4: Business and Technology Assessments Module 18: Establishing a Project Plan Exam 1Module 24: Continuous Improvement Section 2: Change Management and Governance Modules 10 and 11 Business Assessment Parts 1 and 2 Module 19: Client Engagement Modules 4 and 5: Governance Parts 1 and 2 Modules 12 and 13 Technical Assessment Parts 1 and 2 Modules 6 and 7: Change Management Parts 1 and 2 Exam 2Exam 4Exam 5Exam 6 2

 Deliver/deploy activities - “Phase 5”  Production deployment tasks  Evaluation and launch  User and production acceptance testing  Pre-launch steps  Fallback planning  Transition support and monitoring  Module recap Copyright AIIM 3 AGENDA

Copyright AIIM 4  Deliver and Deploy  Operate  “Phase 5” PHASE 5 OF THE IMPLEMENTATION LIFECYCLE

 Post-pilot and/or model office work, the ECM environment finally reaches a deployment-ready state  Final steps for deployment involve finalizing how the solution will be deployed technically for production use  Key Tasks: ◦ Define deployment and installation method ◦ Deploy baseline production environment ◦ Deploy software to production Copyright AIIM 5 PRODUCTION DEPLOYMENT

 From the end-user standpoint ◦ User-facing ECM installations often use web-based interfaces ◦ May still be plug-ins or “fat clients” that are necessary to accomplish deeper integration into daily work tools and devices  From the server-side standpoint ◦ Align the full-blown delivery environment, with the identified tools, technologies and processes needed for final user and performance testing, and launch Copyright AIIM 6 DEFINE DEPLOYMENT AND INSTALLATION APPROACHES

 The production environment must be prepared and configured as defined by the technical architecture ◦ Time spent will vary greatly if a production or full test/staging- environment already exists  Key tasks include: ◦ Build IT environments ◦ Implement server(s) and client(s) ◦ Integrate into line of business applications ◦ Perform any customization or configurations Copyright AIIM 7 DEFINE BASELINE DEPLOYMENT

Copyright AIIM 8  Final deployment testing ◦ Ensure user acceptance tests (UAT) have verified system works without major issues  Final production verification tests (PVT)  Tests system from operational perspective ◦ System is fully functional and works under expected user load  Do not proceed to final testing stage if UAT fails ◦ Such as level 1 or 2 severity issues PRODUCT VERIFICATION

Copyright AIIM 9 1. Verify that previous UATs passed with no severity level 1 or 2 issues 2. Verify that 100% of relevant requirements for this iteration (or final system) were tested in pre- production environment 3. Sign-off on user interfaces and integration points after functional testing 4. Log any issues that are surfaced for production support resolution, or resolution before launch PRODUCT VERIFICATION - TASKS

 Analyze production support and issue log  Develop scenarios under which total or partial back- out may be required  Agree most likely scenarios with key stakeholders  Develop contingency plans for most likely scenarios  Review contingency plans with key stakeholders  Produce a ‘fallback plan’ for most likely scenarios and contingency plans Copyright AIIM 10 FALLBACK PLANNING

1. Verify that rollout processes and standards are in place for end-users, including: ◦ End user support ◦ Contingency operations ◦ Outage plans ◦ Deployment checklist 2. Verify that the delivery components are prepped for the operational environment: ◦ Operations tools and facilities ◦ End user tools ◦ Databases and/or repositories ◦ Control processes ◦ Operations support Copyright AIIM 11 DEPLOYMENT CHECKLIST

 Post technical deployment is the final evaluation, scheduled launch and post-launch verification and support  Transfers operations and support from the development/project team to operations personnel for solution moving forward  Contingency plans for any issues in final testing and launch should be in place and ready to activate, should any severe issues be identified  Validates that system is truly ready for rollout Copyright AIIM 12 EVALUATION

 Awareness and Communication ◦ Communicate reasons for change ◦ Use all available channels to communicate ◦ Communicate early and often ◦ Be aware of culture and politics  Communicate to all Stakeholders ◦ End-users who will be using the system ◦ Operations staff who will be running the system  Support for the technology  Support for the processes  Service level agreements (SLAs) Copyright AIIM 13 PRE-LAUNCH TASKS

 Development of content management awareness across the organization that supplements previous communication efforts  Ensuring take-up and effective use of relevant elements of ECM by all users as they are implemented  Keeping an eye on possible extensions to the scope of ECM  Assessing new developments which create content Copyright AIIM 14 LAUNCH TASKS

 No system has really been tested until it has been used in production  Project team, particularly technical specialists, need to be on hand to ensure that the system performs as expected in the production environment  Focus on the technical performance of the system as it transitions from pre-deployment to live Copyright AIIM 15 SUPPORT TRANSITION

1. Monitor and fine-tune new system through post- launch period to meet business requirements 2. Evaluate performance to ensure SLAs are met 3. Develop recommendations to reconcile any issues found, prioritize, and implement fixes 4. Ensure that transition from deployment staff to operations staff has occurred smoothly Copyright AIIM 16 PRODUCT MONITORING TASKS

 What is the actual measure of the following? ◦ Time to save and retrieve content with a mobile device ◦ Performance and reliability of system ◦ Completeness and integrity of content ◦ Consistency of content indexing ◦ User confidence / contentment with procedures ◦ Subject and frequency of support requested from users  Is support effort required as expected or is level much higher/lower? Copyright AIIM 17 POTENTIAL ACCEPTANCE CRITERIA

Copyright AIIM 18 MODULE RECAP  Deliver/deploy activities - “Phase 5”  Production deployment tasks  Evaluation and launch  User and production acceptance testing  Pre-launch steps  Fallback planning  Transition support and monitoring