IBM ESSENTIAL SERVICES FOR ENTERPRISE CONTENT … Essential Services For Enterprise Content...

IBM ESSENTIAL SERVICES FOR ENTERPRISE CONTENT MANAGEMENT

BROCHURE

IBM Essential Services For Enterprise Content Management – Brochure

TABLE OF CONTENTS

IBM ESSENTIAL SERVICES FOR ENTERPRISE CONTENT MANAGEMENT ....................................................................... 4 Deliver ............................................................................................................................................................................5

Initiation ............................................................................................................................................................5 Definition ..........................................................................................................................................................5 Construction .....................................................................................................................................................5 Transition .........................................................................................................................................................5

Operate ..........................................................................................................................................................................5 Production ........................................................................................................................................................5

Grow...............................................................................................................................................................................6 Evolution ..........................................................................................................................................................6

Affect Business Improvement ....................................................................................................................6 Leverage Initial Success ............................................................................................................................6 Embrace Technical Change ......................................................................................................................6

SERVICES SIMPLIFIED ............................................................................................................................................................. 7 Core Services.................................................................................................................................................................7 Platform Services ...........................................................................................................................................................7 Support Services ............................................................................................................................................................7 Education Services.........................................................................................................................................................7

SERVICES CERTIFIED .............................................................................................................................................................. 8 Lab Service Practices ....................................................................................................................................................8 Customer Support Center Practices ..............................................................................................................................8

SERVICES OFFERINGS DEFINED ........................................................................................................................................... 9 Core Services.................................................................................................................................................................9

Content, Process, and Compliance Services ..................................................................................................9 Project Management Services .........................................................................................................................9 Program Management .....................................................................................................................................9 Application Architecture ...................................................................................................................................9

Platform Services .........................................................................................................................................................10 Deployment Services .....................................................................................................................................10

Installation Services .................................................................................................................................10 Installation and Launch Services .............................................................................................................10 Field Integration Services ........................................................................................................................10 Add-On Installation Services ...................................................................................................................10

System Management Services ......................................................................................................................10 Performance Optimization Services ........................................................................................................11 Capacity Planning ....................................................................................................................................11 Disaster Recovery and High Availability ..................................................................................................11 Remote System Administration (RSA).....................................................................................................11

Transition Services.........................................................................................................................................11 Transition Services ..................................................................................................................................11 Upgrade Planning ....................................................................................................................................12 Platform Migration and Conversion .........................................................................................................12 Media Migration Services.........................................................................................................................12 Competitive and Legacy Systems Conversion Services .........................................................................12

System Architecture .......................................................................................................................................13 Miscellaneous Platform Services ...................................................................................................................13

Application Connectors for SAP (ACSAP)...............................................................................................13 Connectors for Microsoft SharePoint.......................................................................................................13 Content Federation Services ...................................................................................................................13 Storage.....................................................................................................................................................13


System Monitor ........................................................................................................................................13 Utilities......................................................................................................................................................14

Support Services ..........................................................................................................................................................14 Basic Maintenance and Support ....................................................................................................................14 Premium Support ...........................................................................................................................................15 Upgrade and Install Support ..........................................................................................................................15 Premium Support Analyst ..............................................................................................................................15 Developer Support .........................................................................................................................................15 Application Support ........................................................................................................................................15

Education Services.......................................................................................................................................................16 Instructor-Led Classes ...................................................................................................................................16 On-Site Training .............................................................................................................................................16 Self-Paced Training........................................................................................................................................16 Certification Program .....................................................................................................................................17 Learning Units ................................................................................................................................................17 Enterprise Education Consulting....................................................................................................................18 Find Out More About Education Services......................................................................................................18

BLOCK HOURS PROGRAM..................................................................................................................................................... 18 Project Management Services .....................................................................................................................................18 Staff Augmentation Services........................................................................................................................................18 Mentoring Services.......................................................................................................................................................18 System Design and Development Services.................................................................................................................19 Solution Prototyping Services ......................................................................................................................................19

CONTACT US FOR ALL YOUR SUPPORT NEEDS ............................................................................................................... 19 Lab Services.................................................................................................................................................................19 ECM Support Services District Managers....................................................................................................................19 Education Services.......................................................................................................................................................20


IBM ESSENTIAL SERVICES FOR ENTERPRISE CONTENT MANAGEMENT IBM Services for Enterprise Content Management help you maximize the return on investment in IBM ECM technology. Throughout the lifetime of your IBM ECM systems, our experts guide, mentor, and support your efforts to meet your business requirements and achieve maximum value. IBM ECM Services are specifically designed to assist whether you are deploying your first ECM application, running a large system in production, or rolling out ECM to your entire organization.

Essential Services for IBM Enterprise Content Management


Deliver The services we deliver result in business solutions that address your every need.

Initiation Successful projects start by establishing business rationale and setting specific goals, objectives and success criteria. We work with you to define the vision for your solution and then plan how to turn that vision into reality. Using the experience gained from hundreds of projects, we also help to set expectations of capabilities, project timescales, resources, and costs.

Definition Together, we design a solution to address your needs by analyzing business problems and challenges, and capturing detailed business and technical requirements. The architecture we develop from these requirements will support your initial applications, and grow with you to meet future needs.

Construction To support the timely and cost-effective development of your solution, we mentor your staff on best-in-class development techniques and/or provide development of your solution. We also instruct your teams on best practices for proper and complete testing, and help assess the solution for deployment readiness.

Transition When the solution is ready, we help deploy it to your initial group of users. When those users become comfortable with the solution, we then assist you with rolling it out to a larger audience. To ensure your overall success, we also offer additional training, mentoring, and fine-tuning of the solution as needed.

Operate Once the solution is running in a steady state, Services are available to ensure it performs optimally.

Production With the solution in full-scale production, we work with you to plan and deliver preventative services to ensure Service Level Agreements (SLA) for performance, availability, and disaster recovery are met. The real world is not perfect and problems will occur. Whatever kind of help you need, our world-class customer support operation can help - 24 x 7 if needed. Our goal is to resolve issues in an efficient and timely manner.


Grow When it’s time to look at future expansion and enhancement of your ECM investments, we’re here to help - every step of the way.

Evolution In today’s business world, nothing stands still for long. To maximize the benefits you get from your ECM solution, we help you accommodate change whether it is necessary because of evolving business requirements, a system expansion, new applications, additional regulations, new hardware, etc., and we help you achieve it with minimal disruption of your business.

Affect Business Improvement

Once your initial ECM solution is delivering the expected business benefits, we can help in expanding the system to accommodate new requirements, deliver new capabilities and provide additional value. Through an iterative development process we can evolve the system in line with your changing business environment.

Leverage Initial Success

As you start to see that ECM has broad application across your business, we apply the experience acquired on similar projects to help you identify, prioritize, and plan solutions.

Embrace Technical Change

We work with your technologists to create roadmaps for adopting new technology and standards into your organization. Exploring new ideas and carefully charting their deployment helps to drive down your overall cost of ownership.


SERVICES SIMPLIFIED IBM Services for ECM are designed with your needs in mind. Whether you’re starting with your first ECM implementation, looking for ways to enhance the solutions and systems you already have installed, or wanting to explore ways that other areas of your business could benefit from ECM technology, we have offerings that will help you reach your goal.

Core Services Core Services are essential for successfully transforming your investments in Content, Process and Compliance products into total business solutions. We offer services to configure the software to your explicit specifications, and expand your knowledge of the product with best practice design and configuration options. Through our Program Management service, a resource will be dedicated to managing your ECM software inventory and contracts, making sure your ECM projects are planned, prioritized and evaluated for risk against your business needs. Additionally, we can also document your business modeling requirements, perform design, build and test activities, and be responsible for handling all your project management needs.

Platform Services Platform Services are associated with the installation, maintenance and deployment of your ECM software. We have services designed to help you effectively minimize the risk of poor system performance, unexpected downtime, and costly maintenance, which can jeopardize your return on investment goals. Through these service offerings, our experts ensure your mission-critical systems are working at the highest level of performance, reliability and availability possible. Our System Architecture Service can be used to design an architecture that will meet your long-term goals, as well as make sure your ECM solutions and technology are aligned to support your business strategy.

Support Services Support Services offer a wide range of options in support of your ECM systems. Premium Support is available for customers with complex, high-activity environments requiring the highest level of personalized attention and proactive services. Our worldwide Support organization delivers prompt, comprehensive product support through a staff of highly skilled engineers. We also have optional support services that include extended phone support coverage (24 / 7), on-site Technical Consultants, and Software Development Kit support.

Education Services Get the most out of your technology investment by making sure the people you rely on to run it are knowledgeable on the full spectrum of its functionality. Education Services provides the training and knowledge needed to fully utilize your ECM solution.


SERVICES CERTIFIED Supporting our Services offerings is an organization you can count on. But don’t take our word alone on it; our practices have been certified among the best in the industry. A consortium of leading technology companies, along with the Association for Services Management International (AFSMI) and Service Strategies, created internationally recognized standards which define best practices for delivering world-class professional services, quantifying performance levels and establishing a foundation to build on existing quality processes. Each year we undergo extensive auditing by this group to make sure we’re living up to our promise to provide you with the best service available.

Lab Service Practices

We are the only company in the ECM category that has earned the Professional Service Practices (PSP) Certification from the Services Strategies Corporation. Certification requires comprehensive audits and annual recertification to confirm that we continue to meet the requirements of the program. The PSP segment of the performance standard includes more than 100 business elements that define world-class professional service performance levels.

Customer Support Center Practices

Our ECM Response Centers have earned Support Center Practices (SCP) Certification annually since 1999. Our ongoing quality initiatives ensure we deliver the highest levels of service and support by following industry best practices. The SCP segment of the performance standard also includes more than 100 business elements that define world-class performance levels and requires comprehensive audits and annual recertification. SCP Certification was achieved after extensive audits of our support centers in Costa Mesa, CA and Dublin, Ireland.

To further emphasize our commitment to you, we worked with Satmetrix Systems, Inc., the leading provider of Customer Experience Management solutions, to build a program around customer loyalty. In recognition of our success in incorporating customer loyalty into our overall corporate vision and integrating loyalty processes throughout our organization, Satmetrix named us to their Platinum Achiever program.

To earn membership into this program, organizations must meet a strict set of twelve criteria and demonstrate the use of best practices around customer experience management and the Net Promoter Discipline across the organization. Specifically for Services, we achieved this status by demonstrating how Customer Service and Support monitors quality metrics on the technical support services we provide to customers and partners, which, in turn, enables us to identify unresolved support cases and track support satisfaction.


SERVICES OFFERINGS DEFINED Core Services

Content, Process, and Compliance Services In addition to the range of services we offer to install, integrate, launch, and mentor you on our Content, Process, and Compliance products, we also offer services that will help transform your technology investments into total business solutions.

We help your teams build the ultimate solution for your business needs through in-depth analysis, best practices recommendations, proof-of-concept prototype builds, project staff augmentation, organizational initiative planning, and project management services.

The solutions we help you design will give your company a competitive edge whenever there is a decision to be made through the management of all of your content. These solutions allow you to create and activate your content to make better decisions and thereby achieve your business goals. Most importantly, your ECM solution will ensure you have greater control over your processes and consistency across your organization.

Our Core Services offerings are completely customized to provide the flexibility necessary to meet your specific needs. The methodology we follow, however, is standardized and is based on a series of activities and deliverables grouped into four phases: Design Services, Development Services, User Acceptance Testing Services, and Production Rollout Assistance. Each of these areas will be considered in-depth when your requirements are presented, and a Statement of Work will be created from these details.

In today’s highly technical business environment, it is often necessary for organizations to look to outside sources to help guide and manage the complexities of their businesses. We have both tactical and strategic services to address this need. So, whether you’re looking for assistance with managing the day-to-day issues that may arise, or need help with long-term strategic planning and execution, look no further that IBM Enterprise Content Management.

Project Management Services

Effective project management is the key to ensuring your software will be successfully implemented. This is especially true of Enterprise Content Management projects. The software complexity necessary for automating and controlling business processes requires project management experiences in this highly specialized field. Our Project Management specialists are the right resources to ensure your success.

Program Management Program Managers provide essential services for customers deploying several mission-critical ECM solutions. Through the application of proven best practices, they ensure all efforts are coordinated to meet your needs and schedules, and provide vital assistance with the planning and design of your solutions to ensure low-risk deployments. Program Managers are typically located on-site, and work closely with your ECM teams to achieve quicker returns on your investments. A Program Manager supports a single customer, and is dedicated to ensuring solutions are designed to address your business objectives through periodic reviews, audits and the evaluation of an Executive Score Card.

Application Architecture Application architecture defines the structure and integration of your software components to address your business and technical requirements. Solid planning and execution is critical for producing software that functions exactly as required. Let us help address your application design needs in a cost-effective and forward-thinking manner.


Platform Services Platform Services are available for a range of needs. Deployment Services are built around the installation and configuration of our business solution products and are available for all IBM ECM products. System Management Services help you maintain optimal performance of your systems, and Transition Services help you accommodate technology and business changes.

Deployment Services A variety of services offerings are available to help you get your IBM ECM products up and running.

Installation Services

Installation Services provide the expert resources to install the IBM ECM software at your site. It also provides hands-on assistance to address any questions, recap key issues covered in formal training classes, and to ensure your systems and resources are ready to begin applying the knowledge gained in class to your business needs and operational requirements. Our consultants guide you on proven strategies and procedures that have been employed by other successful IBM ECM installations. The completed installation also ensures the software is certified for support by our Support organization.

Installation and Launch Services

This service includes all of the activities described in Installation Services. Additionally, it also provides hands-on assistance to configure the system to your specific business requirements, accelerating you into production mode. Included in this service package are Business Requirements Analysis, System Design & Configuration, and Production Readiness Testing & Rollout.

Field Integration Services

Field Integration Services consists of installation services only, and is used when you purchase more than one of a specific product. This service is designed to ensure the rapid deployment of secondary systems, and does not include any additional project management, formal training classes, or additional knowledge transfer (all hands-on assistance is covered under the initial Installation Services package).

Add-On Installation Services

Add-On Installation Services consists of installation services only, and is used when you purchase a new system that is to be added to other systems that were installed in a previous purchase.

System Management Services System Management Services are available to help you make the most of your investment in IBM Enterprise Content Management by addressing performance tuning, capacity planning, enhanced availability, and remote system administration needs.


Performance Optimization Services

Performance Optimization identifies the causes of poor system performance and/or bottlenecks, and recommends appropriate changes to increase the overall performance of your ECM system. Whether you are a new customer planning a large system rollout or an existing customer experiencing below-average system performance, we have the expertise necessary to identify and recommend the most cost-effective and productive tuning for your system.

Capacity Planning

Capacity Planning helps you address your future business requirements while ensuring current system performance and Service Level Agreements are met. This proactive service provides you with a detailed analysis of your system’s ability to meet anticipated growth as well as the recommended system configurations required to meet a number of growth scenarios. This service allows you to create a budget appropriate for the software and hardware needed to support your projected growth.

Disaster Recovery and High Availability

Our IBM ECM systems are often mission-critical and any unplanned downtime can have serious consequences. We have a full range of services that provide the expertise to help you plan and design a cost effective availability and disaster recovery solution.

Remote System Administration (RSA)

Remote System Administration provides you with options beyond internal resources for administrating and monitoring your IBM ECM systems. SureStart RSA provides admin support during startup as your team gets trained. Or outsource your administration function with our standard RSA service. Both options deliver a customized solution to maximize system performance and availability, while seamlessly integrating with the support structure you have in place today.

Transition Services Transition Services are designed to help you effectively implement changes to your systems while maintaining the service levels your business requires. Whether it’s migrating to a new platform, database, or storage media, we’re here to ensure your success.

Transition Services

Transition Services include transition planning, architecture guidance, and data migration services that ensure a successful transition to the IBM FileNet P8 platform. The experience we’ve gained from countless transition projects helps us to align IBM FileNet P8 technology with your organization’s vision. Through the use of best practices and our proven toolset, we guide you through the process, manage project risk, and minimize user impact.


Upgrade Planning

Upgrade Planning helps you minimize the risks associated with an upgrade. We identify potential impacts to your applications, data, processes, architecture, and system performance and produce a plan that uses experienced resources, proprietary tools, and the appropriate scheduling of tasks to assure a smooth and successful upgrade.

Platform Migration and Conversion

Converting to a new operating system or database presents unique challenges. Our Platform Conversion and Migration Service allows us to manage and execute your platform conversion and migration process to ensure little or no impact on your business operations while maintaining the highest level of data integrity.

Media Migration Services

Media Migration Services help you migrate to new, higher density storage media. Our secure, stand-alone migration facility is dedicated solely to getting media migrated accurately to your new environment. Our proprietary processes, scripts, and utilities ensure optimized media performance, minimized impact to your production environment, and ensured data integrity. Even if your organization is already realizing the benefits of newer media formats, we can make sure your system keep pace as your organization grows.

Competitive and Legacy Systems Conversion Services

Standardizing your legacy systems onto our platform helps you improve system maintenance and reduce the cost of support. Our Competitive and Legacy System Conversion Services help you transition your legacy images to your current IBM ECM environment. Our comprehensive quality assurance process provides a rapid and cost-effective transition, while minimizing the impact on your daily operations.


System Architecture

With the various software and hardware necessary to run a business nowadays, most organizations are kept busy maintaining the systems they currently have to make sure they meet their Service Level Agreements. Operating in a tactical mode like this leaves little time or resources available to build or execute strategic plans. When there is time available for strategic planning, where do you begin? Do you even have the right skill sets in your organization to build and deliver strategic plans? When you have the need, but not the time or resources, we’re here to help. We can assist in designing an architecture plan that will meet your current needs as well as support future growth plans.

Miscellaneous Platform Services Many other offerings are available for Platform Services.

Application Connectors for SAP (ACSAP)

Integrate your IBM ECM system with SAP’s R/3 Enterprise Resource Planning application suite for cost-effective access to external documents associated with R/3 data from any desktop within your organization as well as documents and data generated by SAP R/3 and stored in IBM ECM repositories.

Connectors for Microsoft SharePoint

We support Microsoft SharePoint technologies with three new connectors that extend Microsoft Windows SharePoint Services and Microsoft SharePoint Portal Server 2003 to provide end-to-end ECM capabilities across heterogeneous enterprises.

Content Federation Services

Content Federation Services provides the ability to unify multiple content repositories under a single catalog, enabling you to manage, search for, and use content that exists in a variety of repositories with a single set of IBM FileNet P8 interfaces. We offer installation and configuration services for adding this functionality to a new or existing IBM FileNet P8 environment.

Storage

We offer storage implementation and mentoring services to help you quickly and successfully deploy CSAR, MSAR, and SSAR storage devices.

System Monitor

IBM FileNet System Monitor is designed to provide proactive health monitoring of our ECM and third-party products, increase system uptime, leverage existing customer investments in system management tools, and lower the cost of owning IBM ECM systems. Our implementation package provides basic configuration requirements, technical planning, implementation, testing, and support readiness for the deployment of IBM FileNet System Monitor.


Utilities

We offer packages to implement our Mid-Range and High Performance Image Import (MRII & HRII respectively) and our Document Archive and Retrieval Transport (DART) utilities. The MRII and HPII utilities provide methods to input millions of documents and their related index information into IBM FileNet Image Manager from third-party sources. DART provides the capability to copy committed documents and their associated index values from optical media to a magnetic disk directory, or from magnetic to optical media.

Support Services Our comprehensive maintenance and support plans and options are competitive within the software industry, flexible, and allow you to customize the level of service you receive from IBM ECM. ECM Support is a network of people, systems and services designed to ensure that you receive the highest quality application and technical support assistance, ECM functionality and ongoing customer service. Our support plans deliver dedicated attention from a team of experts who understand your business. And, we go beyond reactive support by offering optional, collaborative services and tools focused on problem prevention, diagnosis, and system optimization.

Basic Maintenance and Support

We offer responsiveness, fast resolution, and optimal protection against downtimes. As a support customer, you are assured that we continue to invest in the technology, products and services to equip you with the very best solution available in Enterprise Content Management.

Our Support plans include real-time live telephone support, rights to new software versions and maintenance releases, case creation and tracking, unlimited case and support contacts, 24-hour response target, and maintenance and fix updates. Additionally, you have access to our Support website for fixes, documentation, and technical information. Both support plans also offer remote diagnostics, automatic escalation and management, and access to ECM user groups. And perhaps most importantly, you define the level of severity on each case you open.


Premium Support

Through our Premium Support offerings, we can assist with managing the day–to–day activities that occur around your mission-critical ECM business solutions. Our premium Support professionals work closely with your ECM system administrators and help desk staff to learn your business and ensure that issues are resolved rapidly and to your satisfaction. The Premium Support team members are located within our Response Centers to facilitate immediate access to our engineering and development staffs. They escalate your issues as appropriate and keep you updated with the latest status information.

Upgrade and Install Support When you decide it’s time to upgrade, install, or migrate the base infrastructure of your IBM ECM system to a new, major release, you can feel confident that we have an expert staff of dedicated engineers to fully support your upgrade and installation activity. The Upgrade and Install (U/I) team uses proven and validated methodologies to help mitigate your risk and to minimize project effort. In the past two years our U/I Team has supported more than 2,600 successful U/I projects. By engaging our U/I team, your organization greatly benefits from the knowledge and expertise gathered from these many projects.

Premium Support Analyst

For times when you need additional assistance outside the scope of our basic support plan, we offer Premium Support Analysts who deliver services for a variety of needs. For example, they can help with on-site integrity support of our value-added software; database expansions; system re-configurations due to network changes, movement of equipment, system growth, custom or non-standard environments; disk mirroring; software installation or upgrade assistance; Print, Capture or Capture Fax installations or upgrades; and IBM FileNet P8 installation or upgrades

Developer Support

Developer Support provides best-in-class support for customers and partners who are building, customizing, or enhancing applications using any Software Development Kit (SDK). Developer Support services are available throughout your software development lifecycle in the form of best practices for design and implementation, reusable code samples, code review services, on-line technical information, and troubleshooting. Developer Support services help speed application development and reduce the time and effort needed to isolate individual issues and custom coding problems.

Application Support Application Support extends your support coverage to include applications developed by Lab Services. With this service, you are assured uninterrupted support of your application following its deployment. Application Support delivers a single source of support for your IBM ECM-based applications by integrating custom application support services with standard IBM ECM product integrity support services.


Education Services Education Services help you get the most out of your IBM ECM technology investment by making sure the people you rely on to run it are knowledgeable on the full spectrum of its functionality. Education Services provides the training and knowledge needed to fully utilize your IBM ECM solution. Whether it’s at one of our global education centers, onsite at your location, or at your desk via eLearning, our Certified Instructors make it easy to become well versed on our products.

Instructor-Led Classes Our instructor-led training brings together students from many organizations for learning in an interactive environment. These classes are held in IBM ECM Education Centers and with Authorized Education Partners located throughout the world.

On-Site Training Onsite training is a convenient and cost-effective alternative for your employees to receive education without costly travel expenses or time out of the office. Onsite training offers three distinct benefits to you:

Convenience Onsite training courses are delivered to your team, at your location, on your schedule and only for your employees.

Cost-Effectiveness Onsite training eliminates your travel time and travel expenses, and can increase the overall productivity of your team as a whole.

Course Tailoring Many popular IBM ECM courses can be tailored to meet the specific needs and requirements of your organization.

For detailed information about our versatile Onsite program and its course customization options, contact the Onsite Training Hotline at 1.714.327.3256.

Self-Paced Training We provide a broad offering of self-paced training options that give you a blended learning experience. Courses are available on CD, via live or on-demand webcast playbacks, and by instructor-led video conferencing. This flexible training option allows you to benefit in a number of ways:

Reduced costs Users can learn via their own computer, eliminating costs of travel and time out of the office.

Increased availability eLearning provides greater training access to various geographic locations and to organizations that cannot financially justify the investment in travel and lodging.

Higher retention Incorporating multimedia into the learning process and giving students the ability to interact with the course materials has been demonstrated to increase retention rates over time.

Improved comprehension Students have the ability to divide the training into chunks, giving them the freedom to skip ahead or review previous course work, and then move on to new material when they are ready. This builds a strong foundation for continued learning.


Certification Program Certified Professionals are recognized as highly skilled individuals and are accredited with the prestige and value associated with their knowledge and expertise. By pursuing certification, you can be sure you are keeping up-to-date with the latest advances in IBM ECM technology. The Certification program is designed to recognize and reward the attainment of high-level knowledge and expertise through online assessments, and where applicable, hands-on installation training. Since its inception, the program has evolved to align with the business and product focus of a dynamic industry. Our training courses and certification programs are designed to ensure a thorough understanding of the products and solutions you use, support, or develop.

The Certification program:

• Is a universal standard of excellence which allows you to achieve the highest level of knowledge and abilities • Provides a professional development track to help enhance on-the-job performance • Recognizes professionals who have already attained a certain level of expertise in the industry, particularly in the IBM ECM

family of products • Delivers real benefits to both individuals and organizations

Five Steps to Obtain Certification

1. Select the appropriate certification track according to your individual and organizational plans. A sample certification track appears below

2. Determine if you need to attend the applicable courses or if you currently have the knowledge to take the required exams 3. Register for your exams online. Exams are free of charge to current customers 4. Complete and pass all required exams and/or hands-on installation lab(s) in your chosen track 5. Recertify as necessary to ensure your certification is current and valid according to the latest product releases

For a complete and up-to-the-minute listing of program tracks and their associated courses, go to www.filenet.com/certification

Learning Units Learning Units are pre-paid training “currency” that you may redeem for any training offering provided by Education Services for a period of one year. Learning Units may be purchased in packaged quantities of 20, 100, 200, 400, 600, or 800. All Education Services offerings carry an equivalent value in Learning Units.

Learning Units allow you to gain a single approval up front for one bulk purchase amount for your training needs. You then decide over the redemption period how you want to utilize the units. Learning Units can be used by one person, at a department level, or may be shared across the organization.

Learning Units help you build both a short- and a long-term training plan. They provide the flexibility of redemption for any type of training offering, while giving you the freedom to change your mind about your specific training plans if your implementation and roll out schedule changes throughout the year.

To find out more about how you can benefit from purchasing Learning Units, contact our Education Services representatives at 1.800.455.7468.


Enterprise Education Consulting The variety of education options available can be overwhelming. Enterprise Education Consulting Services can work with you to put together a training plan to fit the needs of your entire organization. Here are just a few of the things they can do for you:

• Provide learner roll-out and adoption guidance • Design a high-level learning program • Customize courses to meet your specific needs • Coach your internal corporate trainer • Select the proper licensing for corporate courseware and eLearning

Find Out More About Education Services Representatives are able to help with creating a training plan, including proper sequencing, to meet any course prerequisites. Whether you’re responsible for training your IBM ECM deployment team, the training program across all of your company’s IBM ECM users, or a path just for yourself, your Education Sales Representative is ready to assist you. Within North America, call: 1.800.455.7468. Outside North America, call: 1.714.327.3412

BLOCK HOURS PROGRAM In addition to the services described in the preceding sections, a variety of miscellaneous services are also available under our Block Hours program. Through this program, you can purchase pre-paid blocks of hours that you may use for services customized to meet your specific needs.

This program is designed to provide you with the ability to leverage hourly-based Services at competitively discounted, blended rates delivered to you on a time-and-materials basis over a 12-month period. Block Hours are available in packages with as few as 80 hours, as many as 5,000 hours, or in custom hour blocks that you arrange through your Lab Services Sales Representative. With the Block Hours program, the more hours you purchase, the better rate you receive. You get to select the package that best fits your needs, all the while knowing you’re getting the finest resources at the most competitive rates available.

The services described here are all available through the purchase of Block Hours:

Project Management Services Project Management Services are available to help with the success of your IBM ECM projects. Our Project Managers will develop project plans that have reasonable goals and attainable deliverables. All required tasks will be set forth and assignments agreed to before the project begins. Each Project Manager has the training and experience to recognize areas of potential risk, and they have direct access to resources within IBM ECM who can provide additional assistance when necessary.

Staff Augmentation Services Draw from our Lab Services staff to get expert assistance with custom application design and development, quality assurance, system administration, network and interface issues, or application rollout assistance. Staff Augmentation Services is ready to help with the expertise you need to reach your goals.

Mentoring Services Through Mentoring Services, you can get on-site assistance to reinforce the Product training received during our formal Education classes. Additionally, mentoring services are also available for the design and audit of your media migrations.


System Design and Development Services When you need assistance with the design and development of a new system, we have professionals available to help. From the development of the initial project plan through to user acceptance testing and solution deployment, we’ll be by your side every step of the way to ensure your success.

Solution Prototyping Services Our Lab Service professionals have helped hundreds of customers design and build solution models customized to their exact requirements – we can do the same for you. Leverage our experience to create a prototype solution that delivers the functionality you’re looking for.

CONTACT US FOR ALL YOUR SUPPORT NEEDS To order any of the services you’ve read about here, or to find out more about IBM ECM Services, please contact your regional Lab Services, ECM Support, or Education professional.

Lab Services Contact Lab Services Managers for information on any of our Core or Platform Services offerings. A listing of regional contacts can be found at: .http://www.ibm.com/software/data/services/contacts.html.

ECM Support Services District Managers

Contact your regional ECM Support Representative for information on any of our Support Services offerings.

Contact Title Location Phone Email

Scott Lucus Director Roseville, CA 916-789-4142 [email protected]

Joe Kuderer District Manager Dallas, TX 972-620-4311, ext. 22 [email protected],.com

Terry Frolio Director Omaha, NE 847-233-7656 [email protected]

Jeff Thompson District Manager Pittsburgh, PA 724-894-2045 [email protected]

Todd Edwards Director Newark, NJ 732-842-3925 [email protected]

John Foley Director Atlanta, GA 770-953-5830 [email protected]

Don Bemiss District Manager Southfield, MI 248-352-2961 [email protected]

http://www.ibm.com/software/data/services/contacts.html


Education Services Contact Education Services for information on any of our Education Services offerings.

Contact Title

Czar Barraza Education Account Manager

714-327-7893 [email protected]

Charlie Carter Education Account Manager


Nancy Cotter Education Registration


Brenna Felix Education Registration


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