The Business Value of SharePoint Maturity
Presented at Enterprise 2.0 Santa Clara
16 November 2011
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What’s In It For You?
In the Session • Gain a holistic sense of SharePoint as a platform & how you’re
using it (we’ll cover 5 competencies out of 11) • Benchmark against others via data and case studies Back at Work • Use the tools to do a full self-assessment • Build the organization’s strategic roadmap
– Create a more trustworthy, stable SharePoint environment – Achieve greater business process efficiency – Drive adoption, and have happier, more empowered users
• Gain a quantitative sense of progress by re-evaluating each year. • Contribute to a data model that will help answer larger questions
about where organizations are in their SP maturity by industry, number of years of use, etc.
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Spoken: When I started with SP in 2002, as the PM of a project to replace my company’s homegrown Intranet, this is how it seemed: a new country to explore and develop, exciting, lots of potential.
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Spoken: This is how the company’s leadership thought of SP – it’s all there for us, all we have to do is light it up. But when they found out that this was not the case…
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Spoken: … this is how they thought of SharePoint. It’s a lost cause. Too much work. We might completely have to scrap what we’ve done, and start over. There were highly vocal naysayers of the project.
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Spoken: I knew that it wasn’t a lost cause, but it would take a lot of work: we would have to lay the foundation, both technically and culturally…
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Spoken: It would take a lot of time and resources…
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Spoken: We might have to outsource some of the work, and we went through and evaluation of service vendors to find one who could help us.
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Spoken: I knew I would have to find a way to bring the different departments, practices, and global offices together, to get agreement on some key decisions…
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Spoken: I’d have to work closely with people, some of whom I didn’t get along with…
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Spoken: I had the sense that that no matter what we built, it might not live up to people’s expectations of what a beautiful elegant Intranet should be…
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Spoken: And I knew we’d have to train everyone – not just the end users but the content owners, administrators, help desk…
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Spoken: There was a real risk that we’d all just kind of camp out on the intranet and do our own thing – get some work done there, but not truly commit or invest to its full potential…
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Spoken: But I’m here to tell you that you can get to Rome – we did, and that SP Intranet I helped build is still in use today. I stayed with it for three more years, building and improving, and then I went into Consulting.
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Spoken: That’s when I started to see that most companies went through the same stages and faced the same challenges – but they all thought they were unique in their journey! This is how the SP Maturity Model was born.
What It Is: A model that incorporates both solution and readiness competencies.
Publication
Collaboration
Business Process
Search
Core
People & Communities
Composites & Applications
Integration
Insight
Advanced
Infrastructure
Staffing & training
Customizations
Readiness
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About the SharePoint Maturity Model
• Developed in Fall 2010 for the purpose of bringing a holistic view to a SharePoint implementation, and bringing standardization to the conversation around functionality, best practices, and improvement.
• Based on CMM and MS SP Pie • Starts at 100 rather than 0 • A framework rather than a formula • Does NOT currently cover:
– Public-facing websites – Compliance and regulatory issues – Visual design and branding – Cloud/online versions of SP
• Version 1 published 5 November 2010. • Vetted by hundreds of SP Community experts around the world,
from end-users to MVPs
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SharePoint Level
Description
500 Optimizing
The particular area is functioning optimally and continuous improvement occurs based on defined and monitored metrics. ROI is demonstrable.
400 Predictable
The particular area is centrally supported, standardized, and implemented across the entire organization. Governance is defined and understood / followed.
300 Defined
The way the particular area is implemented is defined and/or standardized, but not in use across the entire organization. Governance is defined but may not be widely understood / followed. ROI is considered.
200 Managed
The particular area is managed by a central group (often IT), but the focus and definition varies by functional area, or is limited to a single area.
100 Initial
The starting point of SharePoint use.
Mat
ura
tio
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Maturity Level Definitions
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Maturity Often Varies Within An Organization
• Certain areas are better developed than others • Organizational requirements vary • Adoption can vary by group • Legacy issues can delay maturity
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The SharePoint Maturity Model – 1 – Core Concepts
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Level Publication Collaboration Business Process Search
500 Optimizing
Content is personalized to the user. Content is shared across multiple functions and systems without duplication. Feedback mechanism is in place for pages and taxonomy. Automated tagging may be present.
Collaboration occurs outside the firewall – i.e. with external contributors. Automated processes exist for de-provisioning and archiving sites.
Power users can edit existing workflows to adapt them to changing business needs on the fly. Users leverage data from BPM to optimize process, simulate on real data, clear bottlenecks, balance work across workloads. Users have visibility into the process and can provide feedback to process improvements. Business processes extend to external users.
Users understand relationship of tagging to search results. Process exists to create content w/no results. Automated tagging may be used. High volumes can be handled.
400 Predictable
Content is monitored, maintained, targeted to specific groups. Usage is analyzed. Digital assets are managed appropriately. If more than one doc mgmt system is present, governance is defined. Mobile access considered.
Collaboration tools are used across the entire organization. Email is captured & leveraged. The system supports promotion of content from WIP to final. Mobile access considered.
Workflow is a component of SP-based composite applications with connectivity to LOB systems. Users have access to process analytics and audit trails. Collaboration happens in the context of a work item as part of a dynamic, nonlinear business process (the “case”).
Content types and custom properties are leveraged in Advanced Search and/or refiners. Results are customized to specific needs, may be actionable.
300 Defined
Site Columns/ Managed Metadata standardize the taxonomy. Custom content Types are created. Custom page layouts & site templates are configured. Approval process is implemented. Incoming email activated for some lists/libs. Site Map is present. Some content targeted to groups.
Collaboration efforts extend sporadically to discussion threads, wikis, blogs, and doc libs with versioning. Site templates are developed for specific needs. Incoming email activated for some lists/libs.
Process is considered as a whole, rather than as automating functional tasks. Transition from procedural document workflow to orchestration of dynamic business process. SharePoint is becoming the BP platform, w/the introduction of 3rd party BPM tool to support more complex business rules.
Search results are analyzed. Best bets and metadata properties are leveraged to aid the search experience.
200 Managed
Custom metadata is applied to content. Templates standardized across sites. Lists used rather than static HTML. Multiple document mgmt systems may be present w/out governance around purpose.
Mechanism is in place for new site requests. Collaboration efforts are collected in document libraries (links emailed rather than documents).
Business processes are designed; some custom, departmental “no-code” workflows (SP Designer, Visio, or third-party tool) may be implemented to handle simple business rules (decision-based routing). .
Custom scopes employed to aid the search experience. More complex iFilters may be applied. Content may be federated. Search Center created.
100 Initial
Navigation & taxonomy not formally considered. Little to no checks on content. Folder structure re-created from shared drives. Content that could be in lists is posted in Content Editor WP. Out of box site templates / layouts are used.
Out of box collaboration sites set up as needed without structure or organization. No formal process exists for requesting a new site.
Business process is loosely defined. Out of the box SharePoint workflows (approval, collect feedback) leveraged sporadically. A doclib or list provides a central base of operations. Any workflow is document- vs. application-centric.
Out of box functionality for query, results, and scopes; PDF iFilter installed; some additional content sources may be indexed.
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Maturation also occurs along this vector
Spoken: Today we’re just focusing on the Core Concepts plus one from Advanced, which is People and Communities. There are 11 competencies in all.
Business Process Considerations Underlie All Competencies
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Business Process Considerations B
usin
ess Pro
cess Co
mp
etency
Self Evaluation Matrix – Filled-in Example
Publication Collaboration Business Process
Search People & Communities
Composites & Applications
Integration Insight Infrastructure & Admin.
Staffing & Training
Customizations
500 Optimizing
400 Predictable
300 Defined
200 Managed
100 Initial
36
Date of Assessment 1/29/11
Years the organization has used SharePoint 7
Current SP Version (year + standard or enterprise if known) SP 2010 Enterprise
# of users organization-wide 50
# of IT staff supporting SharePoint (combine part-timers & include vendors if they are a regular part of your team)
2.5
Organization’s Industry Professional Services
100
199 200
299 300
399 400
499 500
599
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Data Model Examples
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Publication
Level Competency End User Perspective
500 Optimizing
Content is personalized to the user. Content is shared across multiple functions and systems without duplication. Feedback mechanism is in place for pages and taxonomy. Automated tagging may be present.
I see the content that is relevant to me. I can report a problem or make a suggestion about anything on the site.
400 Predictable
Content is monitored, maintained, targeted to specific groups. Usage is analyzed. Digital assets are managed appropriately. If more than one doc mgmt system is present, governance is defined. Mobile access considered.
I see the content that is relevant to my department or location. I know that the content is fresh and regularly maintained.
300 Defined
Site Columns/ Managed Metadata standardize the taxonomy. Custom content Types are created. Custom page layouts & site templates are configured. Approval process is implemented. Incoming email activated for some lists/libs. Site Map is present. Some content targeted to groups.
When I navigate around the different sites, I know what to expect at each site. But I have no idea if the content is fresh or not.
200 Managed
Custom metadata is applied to content. Templates standardized across sites. Lists used rather than static HTML. Multiple document mgmt systems may be present w/out governance around purpose.
I know how to use metadata columns. Could you just post this for me?
100 Initial
Navigation & taxonomy not formally considered. Little to no checks on content. Folder structure re-created from shared drives. Content that could be in lists is posted in Content Editor WP. Out of box site templates / layouts are used.
I know how to publish a document in SharePoint. I still get to use my network drive, right? And folders?
Presentation of content in SharePoint for consumption by a varied audience of authenticated users. Areas of focus include navigation, presentation of content (static vs. personalized), content organization and storage, customizations to the template, and approvals and workflow.
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Publication
Level Competency End User Perspective
500 Optimizing
Content is personalized to the user. Content is shared across multiple functions and systems without duplication. Feedback mechanism is in place for pages and taxonomy. Automated tagging may be present.
I see the content that is relevant to me. I can report a problem or make a suggestion about anything on the site.
400 Predictable
Content is monitored, maintained, targeted to specific groups. Usage is analyzed. Digital assets are managed appropriately. If more than one doc mgmt system is present, governance is defined. Mobile access considered.
I see the content that is relevant to my department or location. I know that the content is fresh and regularly maintained.
300 Defined
Site Columns/ Managed Metadata standardize the taxonomy. Custom content Types are created. Custom page layouts & site templates are configured. Approval process is implemented. Incoming email activated for some lists/libs. Site Map is present. Some content targeted to groups.
When I navigate around the different sites, I know what to expect at each site. But I have no idea if the content is fresh or not.
200 Managed
Custom metadata is applied to content. Templates standardized across sites. Lists used rather than static HTML. Multiple document mgmt systems may be present w/out governance around purpose.
I know how to use metadata columns. Could you just post this for me?
100 Initial
Navigation & taxonomy not formally considered. Little to no checks on content. Folder structure re-created from shared drives. Content that could be in lists is posted in Content Editor WP. Out of box site templates / layouts are used.
I know how to publish a document in SharePoint. I still get to use my network drive, right? And folders?
Presentation of content in SharePoint for consumption by a varied audience of authenticated users. Areas of focus include navigation, presentation of content (static vs. personalized), content organization and storage, customizations to the template, and approvals and workflow.
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Dynamic and personalized
Static and unorganized
Standardized and Targeted
Maturity per Years of Use
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Publication – 100-level example
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Source: S. Van Buren
Publication – 500-level example
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Source: Microsoft
Collaboration
Level Competency End-User Perspective
500 Optimizing
Collaboration occurs outside the firewall – i.e. with external contributors. Automated processes exist for de-provisioning and archiving sites.
I can collaborate with external contributors.
400 Predictable
Collaboration tools are used across the entire organization. Email is captured & leveraged. Work is promoted from WIP to Final which is leverageable. Mobile access considered.
I can collaborate using my mobile device.
300 Defined
Collaboration efforts extend sporadically to discussion threads, wikis, blogs, and doc libs with versioning. Site templates are developed for specific needs.
I can use different collaboration tools or site templates based on what I need.
200 Managed
Mechanism is in place for new site requests. Collaboration efforts are collected in document libraries (links emailed rather than documents)
I email links rather than attachments.
100 Initial
Out of box collaboration sites set up as needed without structure or organization. No formal process exists for requesting a new site.
We have a team site for the work we’re doing.
Multiple individuals working jointly within SharePoint. Areas of focus include provisioning & de-provisioning, templates, organization (finding a site), archiving, using SP’s capabilities (i.e. versioning & doc mgmt, task mgmt, calendar mgmt, discussion thread, surveys, workflow).
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Outside the firewall
Team-centric, mostly doc storage
Cross-enterprise and fuller functionality
Maturity per Years of Use
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Collaboration – 100-level example
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Source: S. Van Buren:
Collaboration– 400-level example
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Source: Nielsen Norman Intranet Design Annual 2010
Business Process
Level Competency End-User Perspective
500 Optimizing
Power users can edit existing workflows to adapt them to changing business needs on the fly. Users leverage data from BPM to optimize process, simulate on real data, clear bottlenecks, balance work across workloads. Users have visibility into the process and can provide feedback to process improvements. Business processes extend to external users.
Managers have a business process dashboard that allows them to see all work in progress as well as trends in demand. Processes are goal-driven with associated service level agreements. Operational data about the process is examined regularly by business analysts for potential improvements.
400 Predictable
Workflow is a component of SP-based composite applications with connectivity to LOB systems. Users have access to process analytics and audit trails. Collaboration happens in the context of a work item as part of a dynamic, nonlinear business process (the “case”).
We monitor business activities to understand what’s happening and identify potential hot spots. I went from using 7 different applications to a single one in order to get my work done. I can access my work from any browser-based environment, including those on mobile devices.
300 Defined
Process is considered as a whole, rather than as automating functional tasks. Transition from procedural document workflow to orchestration of dynamic business process. SharePoint is becoming the BP platform, w/the introduction of 3rd party BPM tool to support more complex business rules.
We understand the need to automate processes to improve how work gets done. The workflow can recognize me or my role, and fill in information about me (“my manager”). Process work is assigned to roles, not people
200 Managed
Business processes are designed; some custom, departmental “no-code” workflows (SP Designer, Visio, or third-party tool) may be implemented to handle simple business rules (decision-based routing). .
We use simple workflows for tasks like approvals within our department. I initiate tasks or report their completion in SharePoint.
100 Initial
Business process is loosely defined. Out of the box SharePoint workflows (approval, collect feedback) leveraged sporadically. A doclib or list provides a central base of operations. Any workflow is document- vs. application-centric.
There are workflows in SharePoint? What is a workflow? I know how to route a document for approval within SharePoint
Linked business activities with a defined trigger and outcome, standardized by SharePoint and/or custom automated workflow processes. Areas of focus include data (unstructured/structured), workflow, user security / roles, reporting and analytics, tracking / auditing, process modeling and simulation, and process optimization.
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Analytics drive continuous improvements
There are workflows in SharePoint?
Applications consolidated, processes automated
Maturity per Years of Use
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Business Process – 100-level example
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Source: S. Van Buren
Business Process – 300-level example
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Source: Nielsen Norman Group Intranet Design Annual 2010
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Business Process – 500-level example
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Source: Global360
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Search
Level Competency End-User Perspective
500 Optimizing
Users understand relationship of tagging to search results. Automated tagging may be used. High volumes can be handled.
Information finds me, based on the preferences I set. The more I tag, the better I (and others) will be able to find.
400 Predictable
Content types and custom properties are leveraged in Advanced Search and/or refiners. Results customized to specific needs, may be actionable. 3rd-party product may be used.
Advanced Search helps me filter content before I search for it. I can refine before and after searching.
300 Defined
Search results are analyzed. Best bets and metadata properties are leveraged to aid the search experience.
The definitive item in my search results is marked with a little star. We see where there are gaps in the content & have process for creating content to fill gaps.
200 Managed
Custom scopes and iFilters employed to aid the search experience. Content may be federated. Search Center created.
I can use SharePoint to search the intranet and our shared drives at the same time.
100 Initial
Out of box functionality for query, results, and scopes; some additional content sources may be indexed.
I can’t find anything. There’s Search in SharePoint?
The ability to query indexed content and return results that are ranked in order of relevance to the search query. Areas of focus include scopes, display of results, optimization, integration and connectors, and performance.
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Content finds me based on the preferences I set
I use keyword search and don’t expect much from results.
I can filter queries and results
Maturity per Years of Use
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Search – 100-level example
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©2011 Sadalit Van Buren
Source: S. Van Buren
Search – 400-level example (query)
Source: Nielsen Norman Intranet Design Annual 2010
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Search – 400-level example (results)
Source: S. Van Buren
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People and Communities
Level Competency End-User Perspective
500 Optimizing
Users can edit certain profile data that writes back to AD or HRIS. MySites template is customized. Communities / conversations extend to external participants.
When I want to find an expert resource, I can search the profiles. External users can participate in affinity groups.
400 Predictable
Profile fields may integrate with LOB data. MySites are centralized (only one instance). Communities flourish under governance. Notion of subscription – to groups, topics, people. Org chart is dynamic.
I can subscribe to the things I’m interested in and the content will find me. My profile is automatically updated with business data (e.g. projects I’ve worked on).
300 Defined
Custom profile fields reflect company culture; photos are updated from central source. MySites rolled out to all users, supported, trained. Community spaces connect a particular set of users.
We have a company FaceBook, and community sites where employees come together based on affinity.
200 Managed
MySites rolled out to pilot groups or users. Out-of-box profiles implemented. Community spaces may be piloted.
I hear we’re getting this thing called MySites.
100 Initial
Basic profile data imported from AD or other source. MySites host not created. Manually-created org chart is published in SP.
I can see information about other users like email address and telephone number.
The human capital of the organization as represented in SharePoint by profiles, MySites, and community spaces (the virtual spaces that support particular areas of interest that may span or fall outside the organizational structure).
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Unified Community Experience
Individual Needs
Availability of tools enterprise-wide
Maturity per Years of Use
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People and Communities – 100-level example
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Source: S. Van Buren
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People & Communities – 500-level example
Source: Nielsen Norman Intranet Design Annual 2010
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People and Communities – 500-level example
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Spoken: Remember: you can get to Rome. You need to start small, and do proofs of concept and mockups as you progress on your roadmap. Use the Maturity Model as your guide.
Call to Action
• Fill out the session evaluation
• Fill out the SMM self-assessment! – www.sharepointmaturity.com
• Send me your data to help build a data model for everyone (your name & company name will remain anonymous.)
• Contact me (contact info on next slide)
– With Questions
– With Feedback
– If you’d like help assessing your SP implementation and learning more about how to get to greater SharePoint Maturity.
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Thank You!
Sadie Van Buren
• Twitter: @sadalit
• LinkedIn: http://www.linkedin.com/in/sadalit
SharePoint Maturity
• Twitter: @SPMaturity
• http://www.sharepointmaturity.com
– Tools, templates, and resources
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