The Real Cost of NOT Managing Your ECM Applications - Managing and Monitoring Business-Critical Content Applications AIIM/Reveille Survey Findings

The Real Cost of NOT Managing

Your ECM Applications

Key Survey

Findings

from AIIM

Content systems

are just as critical

to business

operations as

transactional

systems

80% “Managing & Monitoring Business-Critical

Content & Capture Applications”, AIIM White Paper, 2014

How do you feel about the following statements?

“Managing & Monitoring Business-Critical Content & Capture Applications”, AIIM White Paper, 2014

A system outage/slow down would cause

serious disruption within 1 hour

42% “Managing & Monitoring Business-Critical Content &

Capture Applications”, AIIM White Paper, 2014

How long before a system outage or major

slowdown of your most critical content application

would cause serious business disruption?

Less than 15 minutes, 16%

15 minutes to 1 hour, 26%

1 hour to 2 hours, 16%

2 hours to 4 hours, 13%

4 hours to 1 day, 18%

More than 1 day, 10%

“Managing & Monitoring Business-Critical Content & Capture Applications”, AIIM White Paper, 2014

7

$50k+, the

estimated cost

of downtime

in the past

12 months (for those prepared to make an estimate)

46%

“Managing & Monitoring Business-Critical Content & Capture Applications”, AIIM White Paper, 2014

Would you be able to put a total cost on

lost business, lost productivity, overtime

hours, etc. from unplanned downtime in the

last 12 months? (in US dollars)

$1-10k, 16%

$10-50k, 8%

$50-100k, 7%

$100-500k, 10%

$500-1m, 1% Over $1m, 2%

No idea, 55%

“Managing & Monitoring Business-Critical Content & Capture Applications”, AIIM White Paper, 2014

9

Systems with

1000+ users create

60-150 support tickets

per month

“Managing & Monitoring Business-Critical Content & Capture Applications”, AIIM White Paper, 2014

How many FTEs/support-tickets-per-month

do you have on average that are related to

your core content systems?

No of Users 10-100

100-500

500-1,000

1,000-5000

5,000-10,000

10,000+

Average FTEs 2.4 4.4 5.3 5.6 9.5 10.4

FTEs/’000 30.4 14.5 7.1 1.9 1.3 0.9

Tickets/mnth 16 41 40 64 74 151

Tickets/’000 204 137 54 21 10 12

“Managing & Monitoring Business-Critical Content & Capture Applications”, AIIM White Paper, 2014

11 11 “Managing & Monitoring Business-Critical Content & Capture Applications”, AIIM White Paper, 2014

Majority of organizations rely on support calls

or incidents to alert them to system problems

How many FTEs/support-tickets-per-month

do you have on average that are related to

your core content systems?

Monitoring Mechanism

Manual –

triggered by

incidents/supp

ort calls

Manual – a

regular set of

tasks or scripts

Automated - in-

house-

developed

Generic

monitoring

system, eg.

BMC, CA/Wily,

IBM Tivoli, HP

OpenView

Dedicated

content system

monitor, eg.

Reveille

Software

>1,000 users 22% 37% 39% 48% 71%

>1 day to resolve tickets

25% 24% 24% 24% 9%

Meeting 85%+ SLAs

56% 76% 74% 79% 83%

Downtime > 2 hrs

57% 30% 38% 35% 36%

“Managing & Monitoring Business-Critical Content & Capture Applications”, AIIM White Paper, 2014

Specific and measured SLAs for uptime

32%

“Managing & Monitoring Business-Critical Content & Capture Applications”, AIIM White Paper, 2014

Is the operation of your content and ECM

systems subject to SLAs (Service Level

Agreements) between the business users

and IT (or other suppliers/customers)?

No, users just call when it’s

slow or unavailable,

24%

Yes, in theory, but they are not

monitored or formally

reported, 22%

Yes, but in general terms

not specific metrics, 23%

Yes, specific, measured and reported, 32%

“Managing & Monitoring Business-Critical Content & Capture Applications”, AIIM White Paper, 2014

15

Only 29% are in a position to monitor

trends over time against user loading, content

volumes, geographical locations, upgrades…

“Managing & Monitoring Business-Critical Content & Capture Applications”, AIIM White Paper, 2014

Which of the following performance

indicators do you monitor?

0% 20% 40% 60% 80% 100%

Unusual user activity (password fails, accessvolume, out-of-hours, etc.)?

Time to retrieve/view/download a file

Search response

Workflow steps (approvals, etc.)

Capture throughput

Time to login

Capture post-process into repository

Response trends over time against e.g. userloading, content volume, locations, upgrades

Check-in/check-out time

Mobile access and content delivery

Do now Would like to

“Managing & Monitoring Business-Critical Content & Capture Applications”, AIIM White Paper, 2014

Get complete findings at ReveilleSoftware.com/aiim-survey