A GUIDE TO EVALUATING ENTERPRISE

CONTENT MANAGEMENT SOFTWARE

A Guide to Evaluation: Enterprise Content Management

Preface
The explosion of information fuelled by the Internet is now driving
organizations to externalize their business processes in order to
communicate with and better service their customers, suppliers and
employees. Capturing, managing and distributing the many forms of
unstructured documents and "content" now being generated is now
therefore a crucial requirement for corporate growth and survival.
Understanding how to apply document, business process and content
management technologies with the right infrastructure is essential in
order to integrate both front and back office business processes,
leverage corporate information assets and establish more effective online business relationships.
As an AIIM Advisory Trade Member, Documentum's ECM Evaluation
Guide is a welcome educational approach and provides a rich source of
information for organizations now evaluating their information and
content management goals. This concise and comprehensive guide
identifies many of the key requirements for an ECM solution and offers
a framework for evaluating an organizations specific requirements.

John Symon
Sr. Vice President
AIIM International Europe
The Enterprise Content Management Association

A Guide to Evaluation: Enterprise Content Management

Index

Section I - An Overview of Enterprise Content Management

Introduction
Enterprise Content Management
Enterprise Document Management
Web Content Management
Digital Asset Management
Compliance
Collaboration

4
5
6
7
8
9
10

Section II - The Pillars of Content Management

Architecture
Scalability
Standards Support
Usability
Globalization
Security and Access Controls
Library Services
Business Process Automation
Unlimited Content Types
XML and Multi-Channel Delivery
Content Intelligence
Enterprise Integrations
Cross-Enterprise Collaboration
Scanning and Imaging
Records Management
Development Environment
Support and Market Presence
Summary

12
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29

Introduction
Purchasing enterprise content management (ECM) software, like any enterprise software,
represents a major commitment of resources time, money, and staff. This guide will help you
make an informed purchase decision.

We have organized the guide in two sections:

Section I AN OVERVIEW OF ENTERPRISE CONTENT MANAGEMENT

The definitions of enterprise content management and its components enterprise
document management, Web content management, digital asset management,
compliance, and collaboration.
Read this section to get an understanding of the primary elements of ECM.

Section II THE PILLARS OF ENTERPRISE CONTENT MANAGEMENT

A discussion of the capabilities that provide the foundation, or"pillars," of a content
management solution.
Here is where youll find help assessing your own ECM requirements and a framework for
evaluating the strengths and weaknesses of competing solutions. This section includes
information explaining how Documentums products address each of the pillars of content
management to provide a unique solution to the challenges of ECM.

Finally, some advice to keep in mind as you read through the guide. The acquisition of enterprise
software is often driven by an immediate business need. In evaluating ECM solutions, remember
that whatever you buy today should not only help you solve todays problem but tomorrows
as well.

Enterprise Content Management

Section I AN OVERVIEW OF ENTERPRISE CONTENT MANAGEMENT

Enterprise Content Management What is it?

An enterprise content management (ECM) system should be capable of managing all of the unstructured information or
content in your enterprise. This information exists in many digital forms: text documents, spreadsheets, still images,
audio and video files, and many other file types and formats. ECM helps you create content with common desktop
applications like Microsoft Word and easy-to-use content authoring templates. It can also capture and incorporate existing
content from a variety of sources.
ECM manages this content and the content from other enterprise applications such as enterprise resource planning,
customer relationship management and enterprise portals. It adds intelligence, creating categorization schema, metadata,
and tags that make search and retrieval faster and more efficient. ECM also manages the review, revision, and approval
process for any piece of content according to user-defined business rules. It manages relationships between pieces of
content, allowing one piece of content to have multiple identities depending on how it is used in various contexts and
renditions. This is the object model of content management. Combined with intelligent content, the object model
supports efficient repurposing of information.
ECM also controls the publishing of content through multiple channels. For example, a single piece of content may be
published simultaneously to a Web site, broadcast as a fax, printed as a text document, and sent to a handheld wireless
device.
All of this functionality has one purpose to leverage enterprise knowledge assets for competitive advantage.
While Documentum takes an enterprise view of managing content, and has designed its platform architecture to manage
content across the enterprise, you may find it easier to tackle one initiative at a time. Application-specific solutions, based
on an enterprise ECM system, enable companies to establish a beachhead for ECM in a strategic area, while controlling
the pace of enterprise deployment.

Enterprise Document Management 6

Companies in highly regulated industries such as pharmaceuticals, government, and financial services have recognized for
some time that they require precision content-control solutions. These solutions rely on enterprise document management
(EDM) to provide verifiable compliance, and to avoid fines and closures that could severely impact profitability and time
to market. In these organizations it is imperative that content, such as standard operating procedures, material safety data
sheets, or customer records, is carefully controlled to meet regulatory compliance or quality standards. These organizations,
in common with many others, share the need to control and distribute critical documents in a systematic fashion. With the
rise of the Internet and e-commerce, that need has grown dramatically in an increasing number of companies,
in almost every industry.

Key Components of an EDM Solution:

Content creation Integrations with industry-standard authoring tools, such as Microsoft Word, Microsoft Excel, and
Macromedia Dreamweaver

Version control Enables tracking of major and minor document versions

Library services Provides check in/check out capabilities and enforces user-specific data models such as virtual
document management or multi-language rendition management

Workflow

Defines and automates business processes associated with creating and distributing documents

Lifecycle management Identifies and enforces document stages such as reviewed, approved, published, archived,
and retired

Attribute-based and full-text searching Allows users to navigate large sets of information without knowing
how that information is organized or stored

Native XML capture and authoring Separates information from layout

Renditions Creates version in other formats such as PDF and HTML for any channel or device
Open APIs

Enables faster integration with legacy systems and leading business-critical applications

Standards-compliant architecture Supports XML to create an optimum development environment

Unlimited scalability Manages billions of information objects
Global platform Accommodates local language, culture, and currency
LDAP, SSL, and digital certificate support Essential for electronic submissions and secure e-commerce
User- and role-based security Controls how documents are reviewed, modified, approved, and published
Access control lists Creates permission sets for defined groups and facilitates collaboration outside the firewall

Web Content Management

Application-Specific Solutions
Your Web site is much more than a company storefront or digital brochure. Its the way you interact with customers. Its
how prospects learn about your company and your business. And it can be a direct line of communication between you,
your partners, and your suppliers.
Deriving maximum value from your Web site requires a Web content management (WCM) system capable of delivering
dynamic, highly-personalized, multilingual content to individual customers, partners, and suppliers around the world. Web
content management solutions automate the complex process of creating, managing, and publishing content to Web sites
and Web applications in multiple languages and locales. Like other enterprise-wide solutions, a WCM solution should
empower non-technical users through template-based contribution and integration to a wide variety of authoring tools.

Key Components of a WCM Solution

Integrated support for desktop authoring tools such as Microsoft Office
XML template-based contribution for non-technical users
Browser-based, multilingual Web site administration
Workflow, lifecycle, translation and locale management
Integrated graphics and text
Integration with third-party Web and XML authoring tools
Automatic generation of application-specific metadata
Site editions and rollback
Robust API and support for J2EE development
Automated conversion to HTML and PDF
Scalable platform capable of servicing the most visited Web sites
Native integration with all common Web servers, application servers, personalization servers, portals, directories, and
databases
Personalization and customization of content for each user based on profiles and preferences
Secure delivery to server farms
Powerful search capabilities
Dynamic page creation
Support for industry standards such as WebDAV
Integrated management of rich media for Web sites

Digital Asset Management

To efficiently manage graphics files, streaming audio and video, and other rich-media assets, marketing organizations look
to software applications designed specifically to manage digital assets. Digital asset management (DAM) delivers business
value and return on investment (ROI) through innovative methods of organizing, distributing, and tracking digital and
physical media across multiple channels. In addition DAM provides businesses with the ability to move digital content
efficiently along the supply chain through production, post-production, and distribution processes.
DAM solutions provide advanced content management capabilities for rich media, allowing companies to streamline and
unify the management of all multimedia and image-rich content.

Key Components of a DAM Solution

Asset ingestion Stores, registers, and indexes any digital media asset in a repository
Asset analysis Indexes each asset as it enters the repository and extracts media-specific properties
Asset identification Uses metadata and asset proxies (thumbnails, down-sampled audio, and other low resolution
versions of the primary asset) to quickly locate and identify digital assets

Asset security Provides a multi-level security model that can be applied to assets, individual users, and user groups
Batch-mode capture Easily captures, imports, or moves large numbers of files into a repository
Desktop editing capability Integrates with leading desktop non-linear editing software to
simplify offline production

Streaming audio/video Integrates with popular streaming servers, enabling users to view streamed media without
waiting for long file downloads

Rendition management Manages related files in multiple formats as a single object, facilitating search,
reuse, and tracking

Transformation Automates standard media transformations such as MPEG to AVI, resizing, cropping, etc.

Compliance

Compliance has become a hot-button issue for companies and organizations in every industry. It was not so long ago that
compliance primarily concerned a small number of organizations operating in highly regulated environments such as
pharmaceuticals, aerospace, and government. Today, with the increased focus and sensitivity toward financial and publicly
disclosed documents, every organization regardless of industry must be concerned with compliance in regard to both
their own business practices as well as the policies set by industry and regulatory agencies.
Moreover, in these tough economic times with investors wary of any irregularity, companies need to project absolute
confidence in the accuracy of any document they create or publish. An ECM solution can help businesses achieve that
confidence through control of guidelines and procedures. Compliance capabilities enable organizations to automate,
control, and audit their business processes from the moment content is created to the point it's published
or eventually archived.

An ECM system with compliance capabilities allows any organization to:

Meet your interpretation of regulatory and industry compliance guidelines such as: 21-CFR-Part 11, ISO, SEC, DoD,
OSHA, HIPAA, and the EPA

Automate business processes to manage documents through a controlled lifecycle including retention and archival
Configure audit trails to ensure on-going compliance
Use digital signatures and encryption for enforced security

Key Components of a Compliance Solution

Records management

Enables the management of business-related content that, based on predefined business

rules, cannot be changed or deleted and must be retained over time for administrative, regulatory, or legal requirements.

Logging and auditing

Allows organization to track which files were accessed by whom, how the files were used,

whether they were printed or e-mailed, and more

User authentication

Provides a mechanism for verifying user identification, typically through user name and

password, but may involve more elaborate means of identification, such as smart cards or biometrics

Flexible and secure access control

Goes beyond simple read/write access to enable more careful control over

content; for example: no access, browse, read, relate, version, write, delete

Strong security

Delivers on a key requirement for compliance, especially when information is accessed over public

networks such as the Internet

Collaboration

10

The old adage, "knowledge is power," is finding expression today in the sharing of ideas, information, and work in
progress. People are more effective and efficient when they can tap into existing know-how and leverage it in new,
collaborative-based process. That's why collaboration is behind every new product or service.
To flourish, though, collaboration depends on the right technology. But many of today's collaboration solutions are
incomplete for example, they might enable chat and discussion, but not support the capture of these discussions for
future reference or the ability to turn a discussion into a formal project. Bringing collaboration together with content
management allows users to pull teams together quickly, involve all participants, leverage all relevant content, and manage
business processes to completion. Indeed, business requirements are increasingly underscoring the need for
integration of these two areas.

Key Components of a Collaboration Solution

Real-time information exchange

Supports chat rooms, discussion threads, virtual meetings, application and

desktop sharing, and white boarding

Content sharing

Allows users to access documents, illustrations, photographs, presentations, animation, and video

from a variety of sources

Project-based tools

Creates shared workspaces to support project teams and manage the complexity

of project activity

Inter-enterprise workflow

Enables contributors from any organization anywhere in the world to participate

seamlessly in collaborative projects

Virtual teams

Provides a workspace for ad hoc assemblies of contributors across functional departments, across

disparate geographies and time zones, and across separate enterprise organizations

Integration with ECM platform

Leverages core ECM functionality, such as centralized repositories,

workflows, and library services

Robust security features

Invokes functionality such as SSL encryption and support for digital certificates

Enterprise Content Management

11

Section II THE PILLARS OF ENTERPRISE CONTENT MANAGEMENT

Though you may be evaluating enterprise content management for a variety of applications, there is generally only one
driver for ECM the strategic necessity of using enterprise knowledge assets for competitive advantage and organizational
efficiency. Whether its a consumer Web site or corporate portal, a supply chain management application or partner trading
exchange, youve realized that content structured and unstructured information is either the key to greater business
efficiency and larger operating margins or the bottleneck that prevents them. Youve also realized that no departmental
solution can possibly keep pace with the rapid growth of enterprise content. Youll end up with isolated silos of content
that cant even communicate, much less exchange information.
So, an enterprise solution is in order. And there are some basic capabilities you should expect from an ECM system. These
form the necessary foundation, the "pillars" of a content management solution. The pillars do not represent every function
that an ECM system can possess but, without these features and characteristics, a content management system will not be
scalable enough, robust enough, or secure enough to deliver trusted and relevant content to your customers, partners,
suppliers, and employees.

Architecture

12

Architecture It Pays to be Demanding

The single most important aspect of any ECM system is the underlying architecture. With the right architecture, you will be
able to deploy your system to serve millions of Web-based users, maximize network performance, support global
operations, and meet your organizations structural and functional requirements. Without the right architecture, your ECM
solution will be doomed to a lifetime of expensive custom retrofits, patchwork fixes, and subpar performance. In other
words, it pays to be demanding about architecture.
Documentums architecture has been honed over the last decade and was initially built on the experience of the founders of
Documentum who were key engineering executives at a leading relational database management software (RDBMS)
company. When they left to create Documentum, they understood enterprise software and the importance of architecture.
Thats why at the core of the Documentum architecture they designed a repository capable of handling 256 penta-objects
(256 x 1015 objects), well above the threshold of even the largest enterprise content archives.

Architectural Flexibility with the Documentum Content Server

The Documentum repository is delivered through the Content Server, which implements a rich set of content workflow,
process automation, and content lifecycle services for managing content and business processes within and between
distributed enterprises. The Content Server supports deployment flexibility with numerous configuration options such as:

Single Server, Single Repository: This is the simplest configuration, which provides centralized storage, access, and
management of content using a single repository. The single-server configuration has one instance of a relational database
for metadata storage and one area for storing content.

Multi-Server Repository: In this configuration, there are multiple Content Servers in geographically distributed
locations. This enhances performance by locating a server to process user requests close to a user community. Content
remains in a single repository.

Multi-Server Repositories with Distributed Content: Content storage and request processing are handled from
multiple locations. This optimizes bandwidth usage by reducing the need for large file transfers over the network.

Multiple Repository Using Replication Services: Replication Services extends the architecture used with
distributed content to the automatic replication of attribute information. It removes the constraint of using a single
database for attribute information and enables local servers to function autonomously as well as participate in a distributed
environment.

Repository Federations: Repository Federations are groups of cooperating repositories that share common definitions
to ensure the integrity of cross-repository operations. Users, groups and security settings are defined in a single repository.
Smooth and consistent operations are ensured throughout the enterprise and between organizations by defining critical
items once, and applying those definitions across the entire enterprise.
Documentum Content Server configuration options can be combined and altered to provide the right solution for your
content management needs today and a future-proof migration path for tomorrow.
As you evaluate ECM solutions, insist that potential vendors demonstrate the flexibility and scalability of their
architecture. More than any other content management component, system architecture is almost impossible to "fix" once
it's found to be inadequate. As Documentum founder Howard Shao says, "Architecture cannot be an afterthought."

Scalability

13

Needed: Room to Grow

Whether youre considering ECM for customer Web sites, an intranet application, or a business-to-business portal, you can
be certain of one thing: the amount of content you need to manage will only increase. Industry analysts suggest enterprise
content will grow more than 200% annually. For that reason alone, its obvious that scalability is a critical issue when
youre evaluating ECM solutions.
But growth in sheer content volume is not the only significant factor that can affect ECM performance. You may start out
with a 100-user system with a single group publishing content to a Web site, but, as you enfranchise contributors across all
functional areas of your organization and extend that capability to suppliers and partners, user demand grows rapidly.
Similarly, the richer and more targeted the content on your Web sites, the greater site traffic will be.

Theres No Substitute for Architecture

The underlying issue affecting scalability in all of these areas is the architecture of your ECM solution. You need a system
that is designed to accommodate nearly unlimited growth.
As discussed in the earlier section on Architecture, Documentum is the most scalable ECM solution on the market. The
founders of Documentum understood enterprise software and the importance of architecture and scalability.
Many users discover the importance of scalability the hard way after their needs grow and the system
they've deployed fails to keep up. True scalability cannot be added to an ECM solution. It is essential to the
platform on which features are built and extended, and it must be there from the beginning.
Documentum delivers on scalability by providing a repository with the most scalable architecture on the
market, capable of handling billions of objects as can be the case when managing XML components.
Documentum also provides support that can take full advantage of scalable hardware architecture through
vertical scalability as well as horizontal scalability.

Horizontal scalability: Each tier of the Documentum platform scales across multiple servers, allowing
customers to effectively build and grow highly available, low-cost systems with excellent performance.
Transparent load balancing at each tier helps to provide uniform resource consumption and continuous
operation for high availability.

Vertical scalability: Documentum software scales up high-performance servers, facilitating data center
consolidation and significantly reducing the cost of managing large production environments. The partitioning
and load balancing used in multi-server environments is also effective when scaling within a large symmetric
multiprocessing (SMP) host.

Standards Support

14

The Importance of Standards

When youre implementing an ECM system, there will always be risks the technology may not perform as promised or
the vendor may be unstable. But after purchase, the biggest risk by far surrounds deployment and integration. Existing
technology infrastructure such as legacy systems and in-place enterprise applications, including customer relationship
management (CRM) or business intelligence (BI) software, can dramatically increase the complexity of deployment and
integration. The result? Your costs can skyrocket. Mitigating this risk should be high on your list of priorities when
selecting an ECM solution.
The answer to deployment and integration issues is simple: industry standards. Standards protect enterprise investment,
promote innovation within the industry, and make it easier for vendors to support the products they sell. If a content
management solution is not standards-based, if it relies on a proprietary programming language or stores content in nonstandard file formats, it subjects the potential user to two risks. First, initial deployment and integration may require
substantial custom programming to work around inherent incompatibilities with existing technologies. Second, any future
technology decision will be impacted by the need to accommodate a proprietary solution.
The ECM market is maturing and standards have evolved that the majority of enterprise software companies and their
partners adhere to. Many of these standards are de facto rather than de jure but, nevertheless, they have gained broad
acceptance. As a result, their use eases integration and speeds deployment.

Documentum Standards-Based from the Ground Up

The Documentum ECM platform is thoroughly standards-based and integrates support for the following standards and
widely-used programming languages in its core architecture: XML, XSLT, DOM, COM, SAX2, DTD, VB, ODMA, J2EE,
Java, HTML, C, and C++. Additionally, via Content Distribution Services Documentum provides a set of content delivery
services to securely syndicate content to partners and affiliates. This enables the subscription to, and publication of,
content based on ICE, HTTP, and FTP protocols.
Documentum also participates in standards-setting bodies such as the Workflow Management Coalition (WfMC) and
XML.org. These organizations promote the development and acceptance of uniform standards and provide a forum for
industry members to address relevant technology issues.
For example, Documentum is a founding member of XML.org, an industry Web portal operated by the Organization for
the Advancement of Structured Information Standards (OASIS). XML.org provides accurate, timely information about the
application of XML in industrial and commercial settings and serves as a reference archive for XML specifications such as
vocabularies, DTDs, schemas, and namespaces.
Support for industry standards is a key factor in the evaluation of any ECM solution. Documentum not only adheres to
industry standards and participates in standards-setting organizations but has one of the most open and published APIs of
any ECM vendor, making rapid integration with enterprise applications a reality.

Usability

15

Most likely your organization has a heterogeneous population of potential system users from IT personnel and
developers to non-technical staff in many functional departments. Your content management solution must address the
needs and provide the right interface for each constituency.

For Every User There is an Interface

Power users need a full-featured interface with the content repository. Depending on a user's security profile, the
Documentum Administrator gives full control of key library services. These services include creating workflows, assigning
business process rules, managing relationships between content objects, and handling transformations from one content
type to another.
For content contributors (typically non-technical users who work primarily with business applications), Documentum
Desktop provides an intuitive interface to the repository using a file/folder structure that makes navigation straightforward
and familiar. Documentum Desktop follows the Windows Explorer paradigm, which enables business users and content
contributors to work comfortably in a familiar Windows environment. Documentum Desktop also provides tight
integration with the Microsoft Office suite of applications. For example, content can be created with Microsoft Word and
Microsoft Excel and saved to a Documentum repository from within the application window by simply clicking the File
menu and selecting the appropriate item: Check In as New Document, for example. Check in/Check out, Search, Document
Properties, and other functions are all available from the dropdown menus of Word, Excel, and other Microsoft
applications.
Documentum Webtop is ideal for users who prefer the point-and-click navigational ease of a Web interface based on J2EE
architecture. Business users access content via check-in and check-out mechanisms that promote content integrity. System
administrators can easily and quickly deploy Webtop through an enterprise user community while maintaining access
security. Webtop provides two types of views of the content in Documentum repository: the Classic View for experienced
users and the Streamlined View with a particularly easy-to-use new user interface paradigm.
Documentum Web Publisher gives business users an efficient, browser-based tool for creating Web content. Contribution
templates enable non-technical content authors to submit content to any Web site, intranet, or extranet. The enhanced
translation feature in Web Publisher eases the process of viewing and adding translations and requesting them from outside
providers via workflows. The advanced edition also provides administration capabilities and rich media services.
Documentum Content Services for Portals such as BEA WebLogic Portal enable users to access a secure Documentum
content repository and leverage powerful Documentum enterprise content management tools and processes as portlets from
within the portal. Documentum portlets allow companies to easily incorporate content management services in their
corporate portal, transforming the portal into a dynamic center for content-driven business processes such as real-time
contract negotiation, supply chain management, and global project management.
The flexibility of the Documentum API and Web Development Kit (WDK) allow all of the Documentum clients to be
customized or extended to meet particular technical or business needs. In addition, a large number of third-party products,
which focus on specific content management dimensions such as creation, capture, management, delivery, and archival are
integrated with the Documentum repository. In fact, there is virtually no standards-based enterprise application or
development tool that cannot be used with Documentum.
Without users, no ECM solution can deliver its promised benefits. Usability is the lynchpin that connects the system to the
enterprise. Make sure your system makes the connection with the entire range of business and technical users.

Globalization

16

Today, organizations frequently look beyond their geographic borders for new markets. Obviously, the Internet is emerging
as the pre-eminent vehicle to reach those markets. Although at present the Web is predominantly an English language
medium, 70 percent of all Web users speak little or no English. In fact, of those for whom English is not native but who
speak it passably or well, 80 percent still prefer to transact business in their native tongue.
Clearly, organizations that adopt an English-only approach are ignoring, and perhaps insulting, a significant number of
potential customers. Interaction, persistency, and transaction rates all increase significantly when non-English speaking
users have content in their native language. If your business has global aspirations, it makes sense to present your products
and services with multilingual content.
Multilingual content delivery will soon become an essential part of your channel strategy. Unfortunately, the majority of
content management systems have not been adequately designed with globalization in mind.

Delivering Content Management to Global Organizations

Since Documentum serves so many global organizations, the challenges of globalization have been driving our product
development efforts for quite some time. One of the key requirements of a globalized content management system is a
repository that can store and manage multilingual content. The Documentum content repository is Unicode-compliant
using the universal transformation format-8 (UTF-8), which means it can support single-byte languages such as English,
French, and Italian, and double-byte languages like Korean and Kanji.
Documentum also enables multilingual rendition management, a unique feature, which provides the ability to manage
relationships between objects as well as manage multilingual renditions whereby changes to base content are intelligently
linked to versions in different languages.
To accommodate local language and culture, Documentum Inter-Enterprise Workflow Services extends workflow
capabilities to third-party translators and content providers. Documentum also provides a localized user interface in
French, German, Spanish, Italian, Kanji, and Korean.
Without adequate content management support, publishing and supporting Web sites in multiple languages often results in
obsolete content, embarrassing translations, and time-consuming manual updates. Documentum automates the publishing
process using sets of business rules for each Web site called "locale fallback" rules that determine which content is
deployed and help to ensure that only appropriate content is presented. The fallback rules are locale-dependent and reflect
the language and culture of the region.
For example, using Documentum, a company's Japanese Web site may share common translated content with its English
counterpart as well as specific localized content. Shared content is automatically synchronized all sites, regardless of
language, have the most up-to-date version. Localized content will have its own lifecycle and business rules. If the relevance
of localized content expires, fallback rules ensure it can be replaced automatically with properly translated generic content.
The Documentum approach to globalized content management addresses the complexity of doing business in an
international environment where language, culture, and regulatory requirements may differ substantially from country to
country. If you are a global enterprise without a global content management system, consider the opportunities you may be
missing.

Security and Access Control

17

The Paradox of Security

Leveraging knowledge assets requires an unrestricted flow of information. That is one of the great benefits of content
management systems: they enable and control that flow. But what about security? This is the paradox of content
management. How do you enable wider access to your content while protecting it from unauthorized access?
Security takes many forms. Content must be secure in the repository. The process of staging and publishing content to the
Web or through other remote channels must be secure. And collaborative content exchange must be secure for you, your
partners, and your suppliers.

Reliable Security for Your Content

Security does not need to be complicated to be effective. The Documentum security model is easy to apply and is
implemented using the operating systems password control mechanism. This simplifies password administration and aging.
Documentum employs a combination of user- and role-based access control, as well as basic and extended permissions to
determine who has right of entry to content and what actions can be taken with it. Access control lists (ACLs) determine
right of entry and can be set up to screen by individual user or by role. For example, a content ACL could be set up that
allowed only vice presidents and above to have access. An ACL can be applied manually or automatically when content is
created and can be inherited by sub-classifications of content. Every piece of content is governed by an ACL.
Once access is defined, Documentum applies permissions. Permissions define what actions a user can take with any content
object or group of objects. There are seven levels of basic permission:

None
Browse
Read
Relate
Version
Write
Delete

User cannot see object contents or attributes

User can see object but not open it
User can open object in read-only state
User can annotate object
User can create a new version of object
User can change current version of object
User has full access to object, including the ability to remove it from the repository

Extended permissions, usually part of a system administrators role, include: change location, change date, change
permission, and change owner. Documentum also supports light directory access protocol (LDAP), secure sockets layer
(SSL), digital certificates, and electronic signatures, which are necessary for the approval of electronic content to meet
regulatory requirements.
Make sure your content management solution solves the paradox of security accelerating the flow of information
without risking the value of your information assets.

Library Services

18

How the Work Gets Done

From an every day use perspective, library services are at the core of what an ECM solution actually does with your
content. Wherever your content is published (on a trading exchange, Web site or intranet, or to a handheld device) and in
whatever form (hard copy, Web page, CD-ROM or multi-media presentation), if you want to manage, leverage, modify, and
control that content, you need library services.
Library services is the collective name for a set of basic, but mandatory capabilities that ensure the integrity and security of
your content. These capabilities include:

Check In/Check Out: This is the most fundamental task of an ECM system getting content into and out of the
repository. Check in/check out maintains read only and edit states, locks content while in use to prevent accidental deletion
and overwriting, and ensures that locks on content are visible and understood.

Version Control: As content is created, reviewed and modified, versions proliferate. An ECM system must keep track of
them, maintaining an audit history that includes all versions and renditions. Version control supports the pruning of
unwanted versions and the ability to roll back to earlier versions. Version control should also enable security to be applied
on a per-version basis.

Rendition Management: Renditions are different forms of the same content. For example, a Microsoft Word
document could have an HTML rendition and a PDF rendition. A robust ECM system should streamline the automatic
creation of renditions and maintain their relationship to the original content. This requires a content repository that can
manage complex content objects.

Annotations: Content review and approval often requires the ability to annotate a piece of content. An ECM solution
should support leading annotation tools such as Infodata AnnoDoc. Annotations should be stored as separate objects and
related to the document version for which they were created. These objects can be versioned and will have their own
metadata, making them searchable.

Virtual Document Management (VDM): Virtual document management builds on the relational object model of
the ECM architecture. It enables content objects to be organized, assembled, and published as a single structure without
copying or moving the original objects. The virtual document is a concept that is only realized when it is published. Each
rendition of a virtual document becomes part of the complex identity of each component object. Changes to any of the
original objects are immediately reflected in the compound structure. Examples include an intricate contract that
incorporates language from many parts of an organization, a new drug application, or a manufacturing specification.
Virtual documents are subject to security, version control, workflow and so on, just like any object in the repository.
Whether you are dealing with Web content, traditional documents, rich media assets, or a combination of the three, library
services do a lot of the heavy lifting in an enterprise content management system. Documentum has the most powerful
suite of library services of any ECM solution on the market. Be sure your solution is up to the challenge.

Business Process Automation

19

Business Process Automation the Secret to ROI

In ECM, the control and management of content over its lifecycle from creation, review, and delivery to archiving and
retirement is called business process automation. If an ECM solution delivers business process automation that is
powerful, flexible, and easy to use, genuine operational benefits can be achieved throughout your business. Business process
automation increases the number of content touch points contributors throughout an organization who can be
involved in the creation and use of enterprise content. Business process automation can:

Enable compliance for companies in highly regulated industries while promoting good business practice throughout
the enterprise

Improve quality by routing key business documents through the appropriate review and approval processes
Boost productivity by enabling users to access and repurpose critical information stored in business documents
Increase operational efficiency and collaboration among all users, including remote employees and external
suppliers and partners

Setting the Standard for Business Process Automation

The Documentum approach to business process automation comprises three elements: content lifecycle management,
workflow, and Documentum Inter-Enterprise Workflow Services. It is an approach that has been refined from the
company's early days as an innovator in traditional document management to its emergence today as a leader in enterprise
content management.
Content lifecycle management is an automated management of content from testing and staging through approval,
publishing, and retirement, while enforcing security with audit trails and sign-off capabilities. Lifecycles are configured with
a graphical editor and are easy to use. Content is routed automatically and all assigned attributes such as review, edit,
approve, and publish are enforced by predetermined business rules.
Workflow, another critical component of automation, moves content through business processes for review, approval, and
security at each stage. Documentum provides predefined workflow templates that can be easily customized with drag-anddrop elements representing typical workflow tasks. Workflows can be modeled to mirror an organization's existing
business processes. Complex workflows can be broken down into smaller, contingent workflows that are activated when
certain milestone tasks are completed. Both workflow and lifecycle can be used either independently or in combination.
The workflow model within Documentum is augmented by Inter-Enterprise Workflow Services, an extension of the
Documentum platform that allows an organization to maintain control of a workflow even when the associated tasks have
been allocated to outside suppliers or partners. Inter-Enterprise Workflow Services enables organizations beyond the
enterprise firewall to contribute approved content to a common repository and participate in Web content management
and collaboration processes without additional software investment.
Documentum Inter-Enterprise Workflow Services require only a simple e-mail system or Internet access at each partner
location. By implementing workflow automation with Inter-Enterprise Workflow Services, trading partners can exchange
content safely and securely while deliverables are met on time at each end of the exchange. Where security is critical, InterEnterprise Workflow Services encrypts content through a Secure Socket Layer (SSL) and supports digital certificates to
authenticate users and content.
The set of product features that enable business process automation must carry a heavy load if ECM systems are to deliver
measurable ROI. When evaluating ECM, make sure your choice is up to the task.

Unlimited Content Types

20

Content Variety is the Rule not the Exception

Enterprise content is heterogeneous. Marketing departments rely on tools such as Quark, Adobe Photoshop, and Microsoft
Office and routinely work with jpeg, avi, mpeg, pdf, and standard text files. In R&D and engineering, youll find CAD
drawings and Microsoft Project files. In the manufacturing plant, batch records are the norm, while throughout every facet
of the organization XML is becoming the de facto standard for inter-enterprise collaboration. Multi-channel delivery
requires HTML, Wireless Markup Language (WML), Smart Management Interface Local Exchange (SMILE), and a host of
other formats and emerging standards.
When you evaluate ECM solutions, keep in mind the range of content formats that need to be supported and the depth of
support required. And dont forget you not only need to be concerned with what formats a system will support today
but also how easily that system can accommodate new content types tomorrow.

Documentum Engineered for the Future of Content

The ability to manage multiple content types effectively is not something that should be added on to an ECM solution.
Every time you "bolt" a technology to your content management system for the purpose of handling a specific content
type, you are laying the groundwork for problems in the future.
Out of the box, Documentum natively supports more than 250 formats and, just as important, the ability to add new
content types, a core feature of the platform. All Documentum content management technology, including access control,
workflow, lifecycle, is common to all these content types without the need for any point solutions. When content types
require unique services, Documentum provides specialized functionality as a seamlessly integrated solution.
For example, photographs, illustrations, music, animation, video these forms of media are now commonly created or
rendered in digital formats and used across a variety of channels: on the Web, in print advertising, on product packaging, in
television or radio spots. Digital technology provides companies in all industries with a powerful vehicle for promoting
products and services, educating employees, and establishing global brand recognition. For these companies, dealing
effectively with rich media can be even more critical than traditional document or Web content management and,
particularly on a large scale, infinitely more complex.
But digital assets present a number of management challenges:
Categorizing and indexing files with media-specific properties and metadata to accelerate searching
Eliminating the need for expensive talent to perform menial tasks such as image resizing
Tracking assets through multiple distribution channels to protect copyright infringement
Documentum delivers specific capabilities for managing rich media assets such as asset registration and analysis, batchmode capture, integration with leading desktop non-linear editing software, rendition management, and file transformation
profiles. By extending the value of rich media assets, Documentum helps organizations realize new revenue streams from
their digital assets, improve operational efficiency, and increase ROI.
New content formats will continue to emerge. If your ECM solution cannot keep up, its value to the enterprise will be
significantly diminished.

XML and Multi-Channel Delivery

21

XML the Lingua Franca of E-Business

Extensible Markup Language (XML) is fast becoming the standard format for e-business content creation, management,
and delivery. As you evaluate ECM systems, you need to understand the depth of support for XML that each solution
offers. As the e-commerce marketplace matures and standards are broadly adopted, XML will become increasingly
important in all e-business transactions.
Since XML separates format from content, it enables the enterprise to leverage its knowledge assets more effectively
through content reuse and multi-channel publishing. And, the acceptance of XML as the language of e-business has made it
a platform-neutral mechanism for facilitating information exchange. This characteristic of XML makes it easier for
organizations to collaborate, speeding product development and decreasing time to market.
The flexibility that XML brings to content creation, reuse, and exchange, demands a content management system that not
only handles XML but exploits it.

Documentum Unrivalled Support for XML

Documentum supports XML natively at the object level and applies a full suite of content management functions such as
workflow, lifecycle automation, security, library services, and full-text searching to XML content. Documentum also
features integration with leading XML editors such as Arbortext Epic and Corel XMetaL, while Documentum
WebPublisher application provides template editors to speed the capture of XML content.
Documentum features XML chunking, which allows the storage and retrieval of discrete XML components. This greatly
streamlines and accelerates the assembly of custom renditions for multi-channel delivery. For example, with Documentum
support for Extensible Stylesheet Language Transformations (XSLT), you can transform XML to Hypertext Markup
Language (HTML) for Web presentation or to Wireless Markup Language (WML) for delivery to wireless devices. With
XML, content can be created once and leveraged anywhere, enabling a richer user experience for your customers,
employees and business partners.
The future of e-business will be written in XML. Make sure your enterprise content management solution speaks the
language natively.

Content Intelligence

22

Intelligent Content The Key to Successful Personalization,

Search, and Navigation
Content intelligence is the ability to provide structure for unstructured content a process enabled by the intelligent and
automated tagging and categorizing of business content for personalized delivery and easy searching. Tagging and
categorizing content with rich metadata makes it available for reuse across multiple initiatives such as customer and
employee portals, custom applications, and personalized sites where capabilities such as precise search, easy navigation, and
personalization are critical to productivity and customer satisfaction. By extending the value of content through reuse,
content intelligence also cuts the costs of recreating information.
Despite the importance of intelligent content, generating it can be a challenge. Manual content tagging and categorization
are time-consuming and require individuals to make consistent decisions across an enormous amount of information. If
overall categorization schemas, content metadata, and business rules must change to meet market opportunities, manual
systems are an even greater liability. While one enterprise struggles to deliver more precise content targeting or
accommodate channel-specific applications, another brings a new product to market and gains first-mover advantage.
The difference is an automated, enterprise-scale content management system that embeds intelligence in every content
object enabling personalized delivery, facilitating and accelerating reuse, and enriching customer applications. So, your
choice of a content management solution will be a critical factor in the success of any personalization technologies you
deploy.
As businesses adjust to the demands of e-commerce and globalization, one of the defining trends in the marketplace will be
how well they exploit their knowledge assets for competitive advantage.

Best-of-Breed Content Intelligence Capabilities

Documentum Content Intelligence Services (CIS), a high-performance extension of the Documentum platform, automates
and controls the tagging and categorization of enterprise content. Automated tagging and categorization capabilities
analyze content for concepts and keywords, storing the results as tags and mapping the content to folders.
And unlike point solutions that focus only on departmental challenges or Web content, Documentum CIS automates
tagging, categorization, and taxonomy management across the enterprise for all content types, such as XML components,
text documents, Web pages, and digital assets.
Documentum also offers seamless integration with personalization servers such as ATG Dynamo, IBM WebSphere, and
BEA WebLogic. These servers excel at targeting content to particular users or groups of users, enabling precise search and
retrieval, subscription-based services, and portal and data mining applications.
As businesses adjust to the demands of e-commerce and globalization, personalization, search, and navigation will become
more and more crucial to success in the marketplace. Effective personalization, search, and navigation are a direct result of
exploiting knowledge assets for competitive advantage, a result that relies heavily on powerful, intelligent content
management.

Enterprise Integrations

23

No Application is an Island
To be accurately termed enterprise class, a software application must integrate easily with other enterprise applications.
This is especially true for enterprise content management software because the very nature of ECM is to enable other
processes and functions. Applications such as enterprise resource planning (ERP) and customer relationship management
(CRM) can be consumers as well as contributors of content so it is absolutely essential that your ECM solution feature an
infrastructure that enables seamless integration.

Documentum Built to Integrate

With out-of-the-box integrations for many key enterprise applications, the Documentum platform is the most open and
flexible on the market today. Its open APIs and standards-based Web Development Kit provide a platform on which
systems integrators and customers alike can also build custom integrations.
The Documentum integration with SAP, for example, provides users the content they need to leverage SAP effectively. ERP
solutions cannot function optimally without an underpinning of trusted content. Finance tasks require customer statements
and invoices. Logistics require facility drawings. Production requires engineering drawings and parts lists. A common
repository for this content helps organizations maximize their investment in ERP. With Documentum, content can be
located easily and published seamlessly from within an ERP application. It can be linked to ERP objects, and primary
repository services such as check in/check out, version control, and workflow can be abstracted to the ERP layer.
The Siebel CRM application is fast becoming the de facto standard for managing customer relationships electronically. Yet
CRM applications in general are not particularly adept at managing unstructured content, although virtually all
communication with a customer comes in some unstructured form text documents, e-mail, faxes, digital images, even
recorded phone conversations. Because Documentum manages all content types seamlessly, its integration with Siebel brings
together the richness of unstructured content with the power of CRM to provide a 360-degree view of a customer.
ECM integration is equally important to the way a customer or prospect interacts with your organization. For instance, if
the channel of choice is the Internet, you will probably be using some combination of application server, commerce server,
and personalization server. Documentum is tightly integrated with the leading application servers such as BEA WebLogic,
IBM WebSphere, Oracle 9iAS, and Sun ONE.
The Documentum Portal Integration Pack allows portal vendors to write integrations to the content management functions
of Documentum. For example, Documentum portlets for the BEA WebLogic portal server expose core content management
capabilities such as inbox, workflow, and version control. Plumtree has created gadgets that serve the same purpose,
allowing basic Documentum functionality to be exposed through the portal interface. Beyond the portlets, Documentum
can power enterprise portals with content in a way similar to the application server integration.
No matter how robust an ECM solution, it cannot provide value across the enterprise unless it is designed to integrate with
other enterprise applications. Along with industry standards and the ability to manage all content types, integration
capability is a must have for enterprise content management solutions.

Cross-Enterprise Collaboration

24

Enabling the Connected Enterprise

Value chain optimization demands a high level of enterprise fitness, and this is where ECM applications must live up to
their name. Being an enterprise application does not mean simply delivering integrated capabilities for each department
within a company. It means providing flexible and extensible applications that help a company become an enterprise in
the larger context, existing profitably within its competitive ecosystem. In other words, an ECM application must
contribute to a high level of enterprise fitness.
Documentum approaches enterprise fitness with an infrastructure that enables native XML content capture and authoring,
and a set of content exchange services. There are three elements to these services: inter-enterprise workflow, content
aggregation, and content distribution.
Documentum Inter-Enterprise Workflow Services, described earlier in our discussion of business process automation,
enables secure collaboration in any business process that relies on content, such as approving a production specification,
completing an RFP, revising a technical drawing, or publishing an online catalog. Engagement Services manages the
collaborative transfer of content, keeping control of workflow and managing associated lifecycle services.
Documentum Content Aggregation Services enables automatic gathering of content from partners. With Content
Aggregation Services, customers can automatically receive the latest documentation, test reports, data sheets, availability,
and other information about the material from their suppliers. This process allows organizations to eliminate any
inconsistencies and increase efficiencies by automating the business processes between partners.
Documentum Content Distribution Services takes care of the automation, regulation, monitoring, and control of content
distribution to partners and customers. For example, Content Distribution Services can help companies prepare and publish
content from multiple repositories (such as sports news, fund prospectuses, or product catalogs), and allow customers,
partners, and other constituents to subscribe to these content offers. This allows organizations to streamline partnerships,
reduce costs, and increase operating efficiencies by securely expanding their business networks.
Your choice of an enterprise content management system needs to take into account the level of enterprise fitness your
particular ecosystem requires. Business-to-business integration is essential to unfettered value chain optimization.

Scanning and Imaging

25

Discarding the Paper Weight

With all the noise generated about the paperless economy, it's sometimes easy to forget how dependent business still is on
paper-based transactions. From bid proposals, purchase orders, and invoices to legal documents, inter-office memos, and
SOPs, printed and hand-written forms consume reams and reams and reams of paper in every office where business is
conducted. Large warehouses still store and archive this paper by the ton.
Relative to electronic systems, paper-based transactions are extraordinarily costly and inefficient. Storage is just one
problem. Perhaps more critical is the difficulty of locating information that only exists in paper format. But because
paper-based transactions are still a necessary part of business, it would be impractical today to consider
eliminating paper entirely.
Enterprise content management with integrated scanning and imaging functionality removes some of the costs and
inefficiencies associated with paper and may allow you to discard some of those ubiquitous paper weights that serve no
other purpose known to man.

And Reducing the Paper Wait

The combination of scanning and imaging software and an ECM system allows you to convert paper-based forms (as well
as film, microfiche, and faxes) into electronic images that can be analyzed, indexed, attributed, filed appropriately, and
stored securely. An ECM system like Documentum enables users to quickly search for and locate information based on the
attributes of scanned images. Users can apply security, version control, and lifecycles to this content, ensuring that it's
accessed only by appropriate personnel, that various versions are managed together, and that it's safely archived when
appropriate.
Archiving alone can save a tremendous amount of space and money, but other features, such as the ability to annotate
scanned images and route them through workflow processing, can make the entire organization far more efficient. For
instance, automated workflow can help ensure that paper forms are routed immediately to the people who are waiting to
review them as soon as they're captured, eliminating the problem of vital information piling up in someone's inbox while
that person takes a nice, long vacation.
Only Documentum provides the technologies required to capture and fully manage hardcopy information. The close
relationship between Documentum and Captiva allows Documentum to resell InputAccel, the leading solution for scanning
and imaging paper-based information. Together, Documentum and Captiva InputAccel provide the highest performance,
high-scale scanning solution on the market serving organizations that scan thousands of documents each day, processing
any document type, providing validation before content enters Documentum, and converting image files and values into
Documentum objects and attributes.
Make sure you have the tools to quickly turn paper into managed, business-ready content and eliminate the wait too
often associated with paper-based processes.

Records Management

26

Spotlight on Corporate Records

In today's tough economic climate with investors wary of corporate impropriety, careful management of business records
has become a paramount concern. Eager to boost investor and public confidence, companies large and small now place a
premium on the ability to present records on demand, comply with regulatory requirements, respond quickly to litigation
and implement good business practices.
Records management is the management of business-related content that, based on predefined business rules, cannot be
changed or deleted and must be retained over time for administrative, regulatory, or legal requirements. Records
management software solutions automate the generation of records at any stage of the business process, their enforcement
of business rules, and the corresponding disposition of content, including content deletion and destruction.
How does records management relate to enterprise content management? They're driven from common requirements to
manage the complete lifecycle of content from its creation and active use through its archival and eventual destruction. But
while enterprise content management is primarily concerned with control of dynamic content, records management is
focused on the automatic generation, retention, and ultimate disposition of records in all formats at any stage of the
content lifecycle. Integration of the two technologies provides better application functionality and a more complete overall
solution for managing the entire lifecycle of content.

TrueArc and Documentum: Leaders in RM and ECM

TrueArc is the category leader in records management (RM) and is the leading worldwide provider of electronic records
management and digital preservation software. With its acquisition of TrueArc, Documentum provides a complete,
enterprise-class record management solution that enables customers to ensure compliance with standards and regulations,
protect against costly and time-consuming litigation, mitigate the risk of non-compliance, and enhance and protect the
corporate image.
The combined Documentum/TrueArc product offering enables organizations to:

Manage all physical and electronic records from creation through archiving or destruction
Apply

record-keeping rules uniformly and automatically

Safeguard and access relevant records, linking records with related business content, without incurring steep
administration and storage costs

Produce records on-demand, recover deleted content and prove missing records and content were destroyed
appropriately, reducing the risks of associated litigation and fines

Protect intellectual property

Archive or destroy records after their administrative, regulatory, or legal retention periods have elapsed
When investors, accountants, or regulators come knocking, will you have the answers to their questions? Records
management integrated with ECM can provide the tools to find any archived record quickly or provide justification for
when and why it was destroyed. Your business may depend on it.

Development Environment

27

The Development Environment Friend or Foe?

Regardless of the depth and breadth of a particular ECM solution, it is unlikely that any offering will meet your specific
requirements exactly. During deployment, either you or your integration partner will inevitably need to do some type of
customization. It may be simply a look-and-feel issue or something more fundamental such as integrating with a legacy
system and the business processes unique to your company.
When you purchase an ECM system, you are purchasing a development environment as well. It is this environment, as
much as the core ECM system, which can make or break the overall success of a deployment. Therefore, it will pay big
dividends in the long run to thoroughly understand the strengths and weaknesses of your ECM system's development
environment. The ideal development environment is open and flexible based on industry standards that allow developers
to use a rich tool set in tackling the challenges of customization.

Documentum Built as a True Platform

Documentum is committed to open standards and nowhere more so than in the Documentum development environment.
All of Documentum's capability is provided through an API that is exposed as a set of Java classes with a COM-based
wrapper for VB/C++ programmers. In Documentum 5, Documentum introduces a new Business Objects Framework that
allows developers to build reusable business objects that significantly simplify the development of content applications
while facilitating their interoperability. A J2EE compliant Web Development Kit has been built on top of the core API
which essentially provides a set of pre-built components and UI elements for content contribution capability and is
provided in the form of Servlets, JSPs, and Java Beans.
The Web Development Kit is also used to build generic "portlets" that can be integrated with a number of enterprise
portals. Documentum also provides developers with a JDBC interface built on top of the core API that allows content and
metadata to be retrieved directly from the repository or from Documentum Site Caching Services. Other open standard
protocols allowing access to Documentum repository include FTP, ODBC, and WebDAV. Finally, Documentum's Web
services initiative exposes the functionality provided in Documentum business objects as Web services.
Along with architecture, scalability, and standards, a flexible development environment is critical to maximizing ECM
return on investment over the long haul. Make sure you don't overlook this essential component.

Support and Market Presence

28

After the Sale, Then What?

Although architecture, standards, and product functionality will logically be at the top of your list of ECM evaluation
criteria, product support and less tangible factors such as market reputation and financial stability should also be given
serious consideration. For example, poor support can impair the rollout of any enterprise application, regardless of how
perfectly the product meets your needs. Enterprise content management is no exception to this rule.
A product without a large installed base also poses problems. For one, it limits your access to trained consultants and IT
staff. Also, your opportunities for sharing best practices with other users are equally limited. Further, a market leader
attracts other leading vendors to work with it, easing integration issues. Successful integration between the content
management system and the architectures of other enterprise technologies, such as application servers and personalization
engines, is much more likely with market leaders.

Documentum A Leader in Every Category

Fortunately, with Documentum none of these issues is a concern. Documentum has the largest installed base of any ECM
solution in the market and the company has a very proactive technical outreach program for developers and IT
professionals. Documentum R&D spending has always been robust and continues to be a priority.
In terms of support, Documentum offers a comprehensive yet flexible array of options designed to help customers, IT
professionals, developers, and partners achieve maximum value and ROI from Documentum. We recognize that
requirements for technical support can vary enormously from business to business and can change as businesses grow and
adapt to competitive pressures. Our goal is to give you the level of support you need when you need it.
We offer several tiered levels of support:

Standard Support Services The cornerstone of our customer support program, which provides expert
troubleshooting and the answers you need to ensure smooth installation and productive operation of your ECM solution.
Key features include free upgrades and maintenance releases, round-the-clock Web access to the Documentum knowledge
base, and expert technical support via phone during normal local business hours.

Extended Support Designed to meet the needs of businesses that delay product upgrades but need to ensure
continued, smooth operation of their Documentum deployment.

Mission-Critical Support Access our worldwide technical support network 24 hours a day, 365 days a year for
lightening-fast response to critical problems.

Developer Support Leverage our development knowledge and experience with the latest technical tools and
capabilities to streamline and accelerate your development process and ensure maximum coding efficiency and quality.

Enterprise Support

A standard requirement for mission-critical applications, providing you with maximum

performance and minimal downtime from your Documentum application.

Documentum has support centers located in Australia, Germany, UK, and North and South America enabling worldwide
support. In addition, Documentum has technical support partners to expand language and support coverage throughout
AsiaPacific and EMEA.
Your ECM vendor should meet as high a standard in support, financial stability, and market presence as it does in product
functionality. If it doesnt, the future success of your ECM deployment is in jeopardy.

Summary

29

ECM facilitates the management, distribution, and exchange of large volumes of content within and beyond the enterprise
to customers, employees, partners, and suppliers. Certain basic features are necessary for an ECM solution to deliver
tangible benefits to the organization, and these features have been identified in our guide.
These capabilities are required whether you are considering content management for digital assets, a portal, a customer
Web site, or document management. Not all ECM products have the same technical strengths so its important when
evaluating solutions to compare them in the context of your individual requirements.
If you would like more information about the topics covered here or would like to find out how Documentum can help
you evaluate your content management needs, simply email us at [email protected] or contact one of the
regional Documentum offices listed below.

Documentum, Inc.
6801 Koll Center Parkway
Pleasanton, CA 94566-7047

Documentum in Germany
phone +49-89-6-66-81-178
fax +49-89-6-66-81-111
www.documentum.de

Documentum in Italy
phone +39 02 62 03 3017
fax +39 02 6203 4019
www.documentum-italia.com

Documentum in Japan
phone +81-3-5716-5212
fax +81-3-5716-3850
www.documentum.co.jp

Documentum in
The Netherlands
Tel: +31 (0)30 210 6256
Fax: +31 (0)30 210 6953

Documentum in the U.K.

phone +44-208-867-5145
fax +44-208-867-3030
www.documentum.co.uk

Documentum in Korea
phone +82-2-780-4660
fax +82-2-780-5802
www.documentum.co.kr

Documentum in Spain
Tel: 34 91567 8445
Fax: 34 91571 7860
www.documentum-es.com

Documentum in France
phone +33-1-55-20-2200
fax +33-1-55-20-2222
www.documentum.fr

Documentum in Australia
phone + 61-3-9684-9700
fax + 61-3-9684-9701
www.documentum-sea.com

Documentum in Sweden
Tel: +46 (0)8 463 1137
Fax: +46 (0)8 463 3117

phone (925) 600-6800

fax (925) 600-6850
www.documentum.com

2002 Documentum, Inc. All rights reserved. Documentum, and the corporate logo are trademarks or registered
trademarks of Documentum, Inc. in the United States and throughout the world. All other company and product names are
used for identification purposes only and may be trademarks of their respective owners. Documentum cannot guarantee
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their availability. Printed in the U.K. 86421102V2