A Guide to Evaluating Enterprise Content Management Software

Table of Contents
Introduction 3
Section I — An overview of enterprise content management 4
Document management 5
Web content management 6
Digital asset management 7
Compliance 9
Collaboration 10
Document imaging 11
Electronic discovery 12
Report management 13
Message archiving 14

Section II — The pillars of enterprise content management 15

Architecture 16
Scalability 18
Standards support 19
Usability 20
Globalization 21
Security and access control 22
Library services 24
Business process management 25
Unlimited content types 26
XML and multi-channel delivery 27
Content intelligence 28
Enterprise application integrations 30
Enterprise content integration 31
Content capture 32
Content transformation 33
Records management 34
Archive services 36
Development environment 36
Support and market presence 38

Summary 39

2
Introduction
As with any enterprise software purchase, purchasing enterprise content management (ECM)
software represents a major commitment of resources—time, money, and staff. This guide has
been created to help you make an informed purchase decision.

The guide consists of two major sections:

Section I — An overview of enterprise content management

Provides the definitions of enterprise content management and its components—document

management, web content management, digital asset management, compliance, collaboration,
document imaging, electronic discovery, and report management. Read this section to get an
understanding of what you can do with ECM.

Section II — The pillars of enterprise content management

Discusses the capabilities that provide the foundation-or pillars-of an ECM solution. Read this
section to find help assessing your own ECM requirements and a framework for evaluating the
strengths and weaknesses of competing solutions. This section also includes information
explaining how EMC Documentum products address each of the pillars of content management
to meet the challenges of ECM.

When reading through this guide, it is helpful to keep the following in mind. Immediate
business needs often drive the acquisition of enterprise software. However, when evaluating
ECM solutions, remember that today's purchase should not only solve today's problems, but
also those of tomorrow.

3
 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, computer-generated
output, e-mail, and many other file types and formats. ECM helps you create new content with
common desktop applications, such as Microsoft Word and easy-to-use content authoring
templates, as well as capture and use existing content from a variety of sources.

ECM then manages all this content and the content from other enterprise applications such as
enterprise resource planning (ERP), customer relationship management (CRM), and enterprise
portals. It adds intelligence by 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.

Robust ECM solutions support an object model for content management—that is, they enable you
to manage 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. Combined with intelligent
content, the object model approach lets you efficiently reuse and repurpose information. ECM also
controls the publishing of content through multiple channels. For example, with an ECM solution, a
single piece of content may be simultaneously: published to a website, 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.

4
Document management
Companies in highly regulated industries, such as pharmaceuticals, government, and financial
services, have recognized for some time the need for precision content-control solutions. These
companies rely on document management (DM) to provide verifiable compliance and to avoid fines
and closures that could severely impact profitability and time to market. For these companies, it is
imperative that content—such as standard operating procedures, material safety data sheets, or
customer records—is carefully controlled to meet regulatory compliance and quality standards.

But the value of DM extends to organizations in all sectors, providing a means to improve operational
efficiency, speed time to market, eliminate duplicate efforts, and generally improve the bottom
line. Most organizations share the need to control and distribute critical documents in a systematic
fashion. With the rise of the Internet and e-commerce, the need for document control has grown
dramatically across industries and government agencies.

Key components of a document management solution

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

Content capture—Converts paper documents to electronic images, ingests large volumes of

computer-generated output and extracts the important information contained therein

Version control—Enables tracking of major and minor document versions and renditions

Document classification—Empowers users to tag and categorize metadata (data that describes a
document) either manually or automatically, without human intervention

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—Lets users navigate large sets of information without
knowing how that information is organized or stored

Native XML authoring and management—Separates content from presentation layout, thereby
simplifying content authoring and publishing, promoting content consistency, and enabling
content reuse and repurposing

Content transformation—Creates renditions in other formats such as PDF and HTML for delivery to
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

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 LDAP, SSL, and digital certificate support—Supports these essential features for electronic
submissions and secure e-commerce

User-based and control-based security—Controls how documents are reviewed, modified,

approved, and published

Annotations—Enables users to review, mark up, and approve content as part of familiar business
processes

Controlled printing—Enables management of auditing and tracking—that is, who can print what
and where that content is printed

Access control lists—Creates permission sets for defined groups and facilitates collaboration
outside the firewall

Virtual documents—Enables multiple content objects to be organized, assembled, and published

as a single structure

Portal access—Provides a way for users to create, locate, review, revise, and manage all types of
content without leaving their familiar portal environments or learning a new application

Web content management

Your website or portal is much more than a company storefront or static digital brochure. It's a
critical tool for interacting with customers, prospects, partners, suppliers, and employees. It's how
prospects learn about your company and your business. It's how partners learn about your products
and services. It enables your employees to be more efficient and effective in their everyday work.

Deriving maximum value from your website or portal requires a web content management (WCM)
system capable of delivering dynamic, highly-personalized, multilingual content to individual
customers, partners, and suppliers around the world.

WCM solutions automate the complex process of creating, managing, and publishing content to
websites, portals, and web applications in multiple languages and locales and for diverse audiences.
A WCM solution should empower non-technical users to create, manage, and publish their own
web content without the need to understand the complexities of technologies such as HTML or
XML. An effective WCM solution eliminates the web team bottleneck and allows this group to
streamline the entire web production process.

Key components of a web content management solution

Integrated support for desktop authoring and third-party web and XML environments—Enables
business owners to develop content using familiar tools such as Microsoft Office, Macromedia
Dreamweaver, Adobe Photoshop, Ektron eWebEditPro, Blast Radius XMetaL, and Arbortext Epic

XML template-based or portal-based contribution for non-technical users—Separates content

from content presentation and enables fill-in-the-blanks authoring from templates or from within
popular portal environments, making it easy for all users to contribute content to the Web

Advanced globalization and multilingual management—Provides support for users to work in

localized clients and enables management of translations and delivery of content to multiple,
global sites

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Browser-based website administration—Provides a cost-effective and efficient way for developing,
deploying, and administering multiple sites, leveraging common content throughout

Built-in workflow and lifecycle management—Provides the right level of automation to sustain and
support business processes

Integrated support for all content types—Lowers the total cost of ownership by eliminating the need
to buy separate systems to support web content, XML, and rich media (graphics, audio, video)

Automated tagging, categorization and classification of content—Automatically tags content

metadata based on industry-specific and company-specific taxonomies

Site editions and rollback—Ensures absolute site integrity

Robust API and support for J2EE development—Enables customization based on your specific
business application needs

Automated conversion to HTML and PDF—Automatically renders content in these or other formats

Scalable platform—Supports websites and portals that receive millions of hits daily

Native, standards-based integrations—Supports industry-leading web servers, application

servers, personalization servers, portals, directories, and databases

Secure delivery and distribution—Supports web server farms, e-mail addresses, syndicated sites,
partners, and customers

Powerful, integrated search capabilities—Makes users much more efficient

Dynamic page creation and assembly—Keeps your site fresh and engaging

Portlet creation—Provides tools for developers to tailor the portal experience to a specific
customer's needs

Support for established and emerging industry standards—Ensures that your WCM investment
is future-proof with support for standards such as Java, J2EE, XML, XSL, WebDAV, ODBC, JDBC,
FTP, and more

Digital asset management

Efficiently managing graphics files, photos, presentations, design layouts, streaming audio and
video, and other rich-media assets requires different capabilities than managing traditional
documents. Designed specifically to manage digital assets, digital asset management (DAM)
software applications have innovative and specialized methods of storing, organizing, distributing,
and tracking digital media across multiple delivery channels. They give businesses the ability to
leverage digital content efficiently along the supply chain through production, post-production,
and distribution processes.

By streamlining and unifying management of all multimedia and image-rich content, DAM solutions
can provide you with powerful capabilities to more efficiently promote products and services,
educate employees, and establish global brand recognition.

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 Key components of a digital asset management solution
Integration with popular creative tools—Gives users the ability to access, check in, and check
out content directly within desktop applications, including multimedia and design tools, thus
streamlining the whole creation process

Asset ingestion—Stores, registers, and indexes any digital media asset in a repository

Multi-format support—Provides a content sensitive environment designed to handle each form of

media (layout, document, image, audio, video, animation, presentation), making it extremely easy
to use

Multi-platform support—Accommodates all types of users in both Macintosh and PC environment

Asset analysis—Indexes each asset as it enters the repository and extracts media-specific
properties for precision searching

Asset identification—Uses metadata and asset proxies (thumbnails, storyboards, 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

Compound document support—Allows individual components within a compound document—for

example, within a magazine layout—to be edited, versioned, or routed through workflow,
independent of the compound document yet maintaining the original structure

Batch-mode capture—Easily captures, imports, or moves large numbers of files into a repository

Mark-up capability—Incorporates lightweight asset markup and collaboration capabilities through

the content production process

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—Provides standard, server-side media transformations such as format conversions,

resizing, and cropping, in both an on-demand and automated fashion

Version control—Enables tracking of major and minor versions of digital asset files

Workflow—Defines and automates business processes associated with creating and distributing
rich media assets

Thumbnails—Enables viewing of low-resolution images for a visual snapshot of content objects or

search results

Storyboarding—Allows viewing of a page-by-page thumbnail representation of content in its

entirety without having to export the actual file

8
Compliance
Compliance has become a hot-button issue for companies and organizations in every industry.
Not so long ago 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 their
own business practices as well as the policies set by industry and regulatory agencies.

With investors and government agencies 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 as they
relate to content. Compliance capabilities enable organizations to automate, control, and audit
their business processes—from the moment content is created to the point it is published or
eventually turned into a record and archived.

An ECM solution that is designed for compliance allows any organization to:

• Meet its interpretation of regulatory and industry compliance guidelines, such as 21-CFR-Part
11, SEC 17a4, DoD 5015.2, and HIPAA in the United States; international standards such as ISO
15489; and country-specific guidelines for good manufacturing practices, securities regulation
and information privacy

• Automate business processes to manage documents through a controlled lifecycle that includes
retention, records management, and archiving

• Configure audit trails so that on-going compliance can be verified and proven

• Use digital signatures and encryption for enforced security

Key components of a compliance solution

Retention management—Automatically applies and enforces content retention and disposition
guidelines, such as policies, holds, and expiration notifications

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

predefined business rules embodied in a corporate file plan, must be retained without alteration
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, authorizing no access, browse, read, relate, version, write, and
delete capabilities

Strong security—Delivers on a key requirement for compliance, especially when information is

accessed over public networks such as the Internet

Secure and trusted storage—Leverages compliant storage systems (such as content-addressed

storage) that can further assure the immutability and authenticity of content

9
 Collaboration
Web-based collaboration tools are fast becoming the preferred way for knowledge workers to
communicate, coordinate, and collaborate with each other. These tools provide a dynamic and
flexible environment for bringing people together, allowing them to focus on a complex goal,
deliverable, or outcome.

Integrating ECM with collaboration enables teams to work dynamically toward a common goal
while capturing, storing, and archiving the content that is produced during collaborative processes.
A single solution integrating these two key technologies allows distributed teams to more
effectively plan, strategize, make decisions, and build consensus as they design new products,
coordinate their supply chain, engage clients, and work on other key business initiatives. And
because the content is stored in an ECM repository, it's available to the entire enterprise.
Individuals outside the project team can also be granted access to search for, reference, reuse,
or publish this information, eliminating redundant work while leveraging best business practices.

With a unified and integrated enterprise platform that enables best-of-class collaboration and content
management, companies will realize a greater return on investment from both technologies, deriving
benefits through increased productivity, cost savings, and faster time to market.

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 shared documents, illustrations, photographs,

presentations, animation, video, and other content from a variety of sources

Project-based tools—Provides tools, such as calendars and automatic e-mail alerts, in 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 disparate

functional departments, organizations, geographies, and time zones

Integration with ECM platform—Leverages core ECM functionality, such as centralized repositories,
workflows, and library services

Robust security features—Provides secure workspaces for collaboration and the ability to invoke
SSL encryption, support for digital certificates, and other security features

10
Document imaging
Any organization that processes a large volume of paper documents faces a common business
challenge. The more people and functions that need access to the same information, the greater
the chance of error and inefficiency. Each manual error increases the likelihood of regulatory
action and litigation. Procedural bottlenecks negatively impact the customer experience and
contribute to lower productivity and higher operational expense.

An ECM-based document imaging solution transforms paper documents into digital images and
metadata that can be leveraged in key business processes. It provides capture, processing,
records management, and archival capabilities. ECM-based document imaging helps customers:
decrease the amount of paper to be printed, copied, handled, marked up, and saved; increase
the efficiency and accuracy of index information (data about the data); significantly reduce the
incidence of lost paperwork; support compliance improvement efforts by more centrally managing
capture, access, and storage of both data and documents; and provide faster processing time by
automating business processes.

Key components of a document imaging solution

Capture—Accepts all types of physical and electronic information, including paper, faxed
information, reports, document batches, XML transactions and forms

Index—Automatically indexes and classifies information based on optical character recognition

(OCR), optical mark recognition (OMR), intelligent mark recognition (IMR), or barcoding, and
performs ad hoc or batch manual indexing

Advanced classification—Determines what a content item is about, thus enabling automatic

metadata tagging, faster search and retrieval, and enforcement of retention policies

Electronic forms—Reduces dependence on paper-based procedures by automating and managing

electronic forms-driven business processes

Content management services—Extends the value of information by applying workflow, versioning,

transformation, and lifecycle services that improve operational effectiveness and promote compliance

Unlimited scalability—Scales to manage billions of information objects

High availability—Reduces and eliminates the impact of interruption in system availability

User-based and role-based security—Controls how documents are reviewed, modified, approved,
and published

Caching—Enables rapid response and optimal user experience even in branch offices that may be
affected by poor network latency

Business process management—Defines, models, and manages business processes—from

loosely structured collaborative activities to highly structured, high-volume transactional
procedures that require sophisticated work queue processing—consistently and reliably across
multiple organizations, systems, and applications

Records management—Automatically applies and enforces content retention and disposition

guidelines, such as policies, holds, and expiration notifications

11
 Electronic discovery
Today, business transactions are commonly conducted using e-mail, instant and text messaging,
and other forms of electronic communication to reach partners, suppliers, and customers. And
external data sources and Internet search engines are used to identify new opportunities and
competitive threats. With these practices, and the electronic information exchanged and stored,
come the risk of litigation and the cost of regulatory compliance.

Business information existing in electronic form is an integral ingredient in the mix of information
that can be regarded by courts as evidence. Being unprepared for electronic discovery can be
disastrous, resulting in thousands of hours of employee labor and millions of dollars in consulting
and legal fees. It is vital to develop, enforce, and review electronic discovery policies based on
technologies that protect, audit, and produce information on demand. This allows you to defend
your organization during litigation—and support strategic business goals through cost-effective
management of critical business information.

An EMC-based e-discovery solution helps customers establish policies and capabilities for
efficiently accessing secure archives without burdening the organization with excessive cost.
Note, however, that establishing policies in writing is an important manual activity that must be
undertaken before technology is applied.

Key components of an e-discovery solution

Policy establishment—Establishes policies against destroying or altering data potentially relevant
to discovery motions or after discovery or litigation starts

Retention management—Applies and enforces automatic, uniform content retention and disposition
guidelines such as holds and expiration notifications to electronic content

Storage optimization—Allows users to define and automate content storage policies that reduce
cost and lower retrieval time, such as compression, elimination of duplications, and assignment to
the appropriate storage medium based on the content's value

Efficient multi-repository search in all formats—Assimilates content from all internal and external
sources, regardless of format (including e-mail and instant messages), then enables customers to
logically and easily search and organize that content

Content transformation—Creates renditions and portable formats (for example from from Microsoft
Word to HTML or PDF) for delivery to outside parties

Secure, tamper-proof archive—Aligns information authenticity to rules of evidentiary weight and

allows the organization to track which files were accessed by whom, how the files were used, and
whether and how they were distributed

12
 Report management
Managing the large volume of enterprise reports generated by today's line-of-business systems
poses a significant challenge for most organizations. Reports in the form of billing statements,
invoices, inventory lists, and budget analyses can be thousands of pages long, creating obstacles
for efficient archiving, retrieval, and delivery. Historically, organizations have relied on microfiche
or expensive Computer Output to Laser Disk (COLD) systems to capture and archive this content,
resulting in disjointed silos of vital enterprise information.

Integrating ECM with report management allows customers to transform these information streams
into documents and data that can be rapidly accessed to drive greater efficiency and improve
responsiveness to customer requests. In addition, reports are stored efficiently, maintained in a
secure environment, and archived in compliance with industry regulations.

Key components of a report management solution

Capture and conversion—Accepts all types of report input produced by business systems in all
major print stream formats, including AFP, ASCII, EBCDIC, IBM FBA, Metacode/DJDE, PCL, PDF,
Postscript, TIFF, and XML data files

High-volume ingestion—Processes high volumes of print stream input simultaneously from

multiple business systems

Enterprise scalability—Manages billions of documents and terabytes of report data in the most
demanding environments

Indexing—Intelligently recognizes the report type and identifies, locates, and extracts (indexes) all
critical data elements, storing such data in a format that enables reuse and repurposing across the
widest possible range of applications

Standards-compliant archives—Transforms enterprise reports into ISO-standard PDF/A (PDF

format for long term preservation) digital archives, ensuring archive integrity and long-term
accessibility

Widespread yet secure access—Makes reports immediately available to authorized users across
the enterprise through web browsers

Content management services—Extends the value of report archives beyond static COLD storage
by applying workflow, collaboration, lifecycle, and retention policy and records management
services that improve operational effectiveness and promote compliance

Migration—Supports the conversion of existing archives from proprietary formats to a PDF/A

compliant standard, eliminates the need for multiple legacy storage systems, increases the footprint
of content availability, and introduces new applications to a sizable repository of back-file archives

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 Message archiving
As electronic messaging use has increased over time, today's global enterprises need to:

• Preserve e-mail and instant messages that may be required during litigation or regulatory
investigation

• Validate e-mail compliance with regulations or internal policy

• Save e-mail for corporate record keeping

Further, because message archives contain knowledge that is valuable to the business, this
information must be accessible and employees must be able to locate, manage, and organize it.
At the same time, making e-mail and other electronic content more accessible can open a company
to increased scrutiny and risk that can lead to sanctions and fines. To address these challenges,
companies have often created multiple processes and repositories for storing and managing
e-mail-a situation that is driving up storage and administrative costs. The right solution must
address these problems and tackle them on a global scale.

Integrating message archives with ECM moves e-mail and instant messages from the messaging
environment to a centrally managed, secure archive. It offloads messaging systems, lowers e-mail
management costs, and allows organizations to manage messages along with other electronic
content and use this information as business intelligence for strategic advantage. In addition,
message validation and auditable chain of custody capabilities can be used to prove that all
messages have been captured in a complete, authentic archive for assured e-mail compliance.

Key components of message archiving solution

Enterprise-class scalability and availability—Ingests and stores billions of messages generated by
large organizations and distributes workload across a pool of resources for load balancing

Messaging infrastructure support—Collects messages from Microsoft Exchange and Lotus Domino
environments as well as Bloomberg and instant message services, consolidating them into a
single, searchable repository

Message capture and verification—Captures messages automatically and monitors each step of
the process to ensure that a message is committed to the archive before deleting the message
from the e-mail server

Globally-deployable—Supports capture, search, retrieval and restoration of e-mail messages in multiple

languages, including English, French, Italian, German, Spanish, Polish, Czech and Japanese

Single-instance storage—Breaks messages with large attachments into multiple objects and
de-duplicates messages and identical attachments from multiple messages so that storage usage
can be optimized

Classification and retention—Assigns messages to categories based on policies that match

business objectives for compliance

Personal folder archiving—Finds and ingests PST and NSF files in central repository for easy search
during legal discovery

Search and export—Enables message search using metadata such as sender, recipient, and date
ranges and exports results to a PST or NSF file

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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. Whether you have a consumer website or corporate portal, a supply
chain management application or partner trading exchange, you realize that content-structured
and unstructured information is either the key to greater business efficiency and larger operating
margins or the bottleneck that prevents them. You also realize that no departmental solution
can possibly keep pace with the rapid growth of enterprise content. Organizations with only
departmental solutions end up with isolated silos of content that can't communicate, much less
exchange information.

An enterprise solution is in order—even if you can only start by implementing it in a single

department. There are some basic capabilities you should expect from an ECM system. These form
the necessary foundation, or pillars, of a content management solution. These pillars, listed in the
chart below, do not represent every feature and function that an ECM system can possess. But
without them, a content management system will probably not be scalable enough, robust
enough, or secure enough to deliver trusted and relevant content to your customers, partners,
suppliers, and employees.

Architecture Scalability Standards Support

Usability Globalization Security & Access Control

Business Process
Library Services Unlimited Content Types
Management

XML and Multi-Channel Enterprise Application

Content Intelligence
Delivery Integrations

Enterprise Content Integration Content Capture Content Transformation

Records Management Development Environments Support and Market Presence

Archive Services

15
 Architecture
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 users, maximize
network performance, support global operations, and meet your organization's structural and
functional requirements. Without the right architecture, your ECM solution will be doomed to a
lifetime of expensive custom retrofits, patchwork fixes, and less than satisfactory performance.
In other words, it pays to be demanding about architecture.

EMC Documentum and the power of unification

The architecture of the EMC Documentum® enterprise content management platform, which has
been honed over the last decade, was initially built on the experience of the founders of EMC
Documentum who had been key engineering executives at a leading relational database
management software (RDBMS) company. They understood enterprise software and the importance
of architecture. That's 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. They also discovered the power of unification.

EMC Documentum 5 is the industry's first truly unified enterprise content management platform,
providing the first real “information infrastructure.” A unified platform enables EMC Documentum
to deliver a comprehensive set of services that can be combined in a seemingly endless array to
meet whatever content management challenges you face. By starting with a unified platform and
simply selecting the services most relevant to your needs, you can quickly build or deploy a wide
range of solutions for web content management, corporate portals, regulatory compliance,
collaboration, digital asset management, document management, and more. With a unified
platform, you also benefit from the flexibility and economy of a single release cycle, a common
code base for all content types, a common security model, and so on.

Architectural flexibility with the EMC Documentum Content Server

The Documentum repository is delivered through the EMC Documentum Content Server, which
implements a rich set of content workflow and content lifecycle services for managing content within
and between distributed enterprises. The Content Server is at the heart of all Documentum content
management solutions, from document management to collaboration, and supports deployment
flexibility with numerous system-level architecture options important for any enterprise.

Multi-server repository—The Documentum Content Server can handle several repositories at a

time, but in situations with high performance requirements, companies often deploy one large
central repository with a number of servers handling all content requests. This configuration
enhances performance by locating a server close to the user or application originating the request
to process user requests.

Distributed repository and caching services—In an enterprise with teams located in widely dispersed
geographies, a single central content repository may not always represent the best solution.
Because of network latency, users in remote geographies could experience less-than-optimal system
performance. To address this issue, the Documentum platform provides the capability to deploy a
distributed repository in which request processing can be conducted locally and content can be
stored in a local repository. A complementary and compatible alternative is to bring content close
to end users by locating content caches in branch offices, enabling fast content transfer. The cache
is updated based on usage and is aware of changes in the central repository.

16 15
 Content replication—In some cases, a distributed repository does not provide sufficient performance
for global work environments. Replication can increase performance by maintaining consistency
between remote repositories, thus eliminating network latency caused by distance between users
and repositories. To give customers the most flexibility, the Documentum platform provides both
types of replication: object replication (in which the system replicates both the content asset and
its metadata), and content replication (in which only the content assets get replicated while the
metadata remains in a central repository). Since the size of the metadata transmitted is many
times smaller than the size of the content assets, the latter option enables users to collaborate
on content assets globally with little or no degradation in performance.

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 EMC
Documentum founder Howard Shao says, “Architecture cannot be an afterthought.”

Federated management—Federated repositories are separate repositories that act as a single entity-a
federation-to enable users to search and access content distributed across them. Using a federated
approach enables system management to be efficiently delegated to local administrators. For
instance, administrators at remote locations can maintain content responsibilities and access
privileges for their local users and user groups. Because the distributed system acts as a single
entity, users don't need to be defined on each system separately.

Documentum architecture 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.

Unsurpassed system availability

Designed with business availability in mind, the Documentum architecture enables you to reduce
and eliminate the impact of any interruption in system availability, no matter what the cause.
More importantly, this architecture allows you to deploy solutions that can prevent any loss of
system availability. The EMC Documentum business availability approach allows you to choose
the appropriate level of system availability to meet your requirements and the investment you're
willing to make for it. These levels range from regular backups and recovery of data to clustering.
Every component of the Documentum architecture can be executed in a cluster, providing the
highest level of availability as well as higher performance due to load balancing.

Find it fast!
Not knowing what your organization knows has become a major barrier to conducting business,
retaining customers, and avoiding risks. Industry studies show that enterprises that employ 1,000
knowledge workers typically waste $2.5 to $3.5 million each year due to their inability to locate
and retrieve information. With EMC Documentum technology, you have built-in, full-featured
search functionality, providing you with fast access to information. You can locate content stored
in any content source within and even outside the enterprise, including content management
systems, file servers, enterprise applications, intranets, and Internet sites.

16 17
 Scalability
Needed: room to grow
Whether you're considering ECM to manage contracts or cases, financial reports or employee
records, portal or website content, you can be certain of one thing: the amount of content you
need to manage will increase. Industry analysts suggest the volume of enterprise content will
grow at a rate of more than 200% annually. For that reason alone, it's obvious that scalability
is a critical issue when 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 website. But as you empower contributors across all functional areas of your organization
and extend access to suppliers and partners, user demand grows rapidly. Similarly, the richer
and more targeted the content on your websites, the greater site traffic will be.

There's no substitute for architecture

The major factor affecting the degree of scalability of any ECM solution is its architecture. To be
able to support the information explosion and the future growth of your business, you need a
system that is designed to accommodate nearly unlimited growth. 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.

Scalability can rarely be added after the fact. Make sure your ECM solution is built to keep
scaling to meet all foreseeable user and content demands—and then some.

EMC Documentum—the most scalable solution available

As discussed in the earlier section on architecture, the EMC Documentum platform is the most
scalable ECM solution on the market. The founders of EMC Documentum understood enterprise
software and the importance of architecture and scalability. Many EMC Documentum customers
have repositories with billions of objects and hundreds of terabytes of data. The Documentum
platform can easily and efficiently handle web content management applications with high volumes
of users or hundreds of thousands of XML components. And it has no problem managing large rich
media and other digital asset files. The object-oriented architecture of the Documentum repository
enables it to handle any type of content in virtually unlimited quantities.

The architecture of the Documentum platform also supports both vertical and 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.

18
 Standards Support
The importance of standards
When you're 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 deploy-
ment 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. As a result, your costs can
skyrocket. Mitigating this risk should be high on your list of priorities when selecting an ECM solution.

How do you mitigate risk? The answer is simple—stick to 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 non-standard 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 com-
panies and their partners adhere to. Many of these standards are de facto rather than de jure but, neverthe-
less, they have gained broad acceptance. As a result, their use eases integration and speeds deployment.

To ease integration issues and speed deployment, be sure your ECM solution has broad
support for current industry standards as well as a commitment to future standards.

EMC Documentum—committed to standards

From end to end, the EMC Documentum platform has been designed and built as a completely open
and standards-based solution.The Documentum platform integrates support for the following
standards and widely used programming languages in its core architecture: J2EE, Java, EJB, XML,
XSLT, DOM, COM, SAX2, DTD, VB, ODMA, WebDAV, WfMC, ICE, FTP, HTTP, and HTML. An open system, it
allows application access to Documentum content services using standard APIs and protocols such
as FTP, WebDAV, ODBC, JDBC, and Web services. EMC Documentum Content Distribution Services also
provides a set of content delivery services that securely syndicate content to partners and affiliates,
enabling the subscription to and publication of content based on ICE, HTTP, and FTP protocol.

In addition, EMC Documentum actively 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, EMC Documentum is a founding member of XML.org, an industry
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.

EMC Documentum not only adheres to industry standards and participates in standards-setting
organizations, but its ECM platform has one of the most open and published APIs of any ECM
vendor, making rapid integration with enterprise applications a reality. By adhering rigorously
to open standards, the Documentum platform enables seamless integration with existing IT
infrastructures, enterprise systems, authoring applications, and development tools, providing
you with maximum return on investment.
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 Usability
A non-negotiable
Your organization likely 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. Without users, no ECM solution can deliver its promised benefits.

Usability is the lynchpin that connects the ECM system to the enterprise. Make sure your
ECM solution makes the connection with the entire range of business and technical users.

EMC Documentum—providing the right interface for every user

EMC Documentum applications and interfaces are designed to meet the needs of specific sets of users.

• EMC Documentum Webtop provides users with the point-and-click navigational ease of a web
interface based on J2EE architecture. Business users access content using check-in and check-out
mechanisms that promote content integrity. In addition, thanks to tight integration with the
Microsoft Office suite of applications, users can interact with the repository using functions
available in the dropdown menus of Word, Excel, and other Microsoft applications. System
administrators can easily and quickly deploy Webtop through an enterprise user community
while maintaining access security.

• EMC Documentum Client for Outlook (DCO) provides best-in-class document management
functionality within the Microsoft Office Outlook client. Predefined configurations make it easy
to deploy the right level of content management functionality to each user. And by blending
the convenience of the Microsoft Outlook interface with the power of Documentum enterprise
content management, the Documentum Client for Outlook delivers immediate productivity gains
for employees already familiar with Microsoft Outlook.

• EMC Documentum Collaborative Edition (DCE) supports teams focused on content-based business
processes. DCE adds intuitive collaboration tools and a secure, virtual workplace (or rooms) for
companies already familiar with Documentum web-based clients. And because DCE shares the
platform's robust and flexible architecture, all collaborative components—such as discussions,
notes, rooms, and rich text fields—are available throughout the Documentum repository. DCE
allows you to use the enterprise repository as a place to do work, not just a place to put work.

• EMC Documentum Digital Asset Manager provides a workplace for digital content creators and
users to easily find, manipulate, and repurpose all types of digital content. Digital Asset
Manager extends content management functionality by providing enhanced capabilities for
handling rich media in a PC or Macintosh environment. Digital Asset Manager also provides tight
integrations with creative design and authoring tools, such as Adobe Photoshop, for direct
access and contribution of content, that eliminate adoption barriers for creative users, such
as graphic designers, illustrators, layout and production artists, and video editors.

• EMC 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 website, intranet, or extranet. An advanced edition also provides administration
capabilities and rich media services.

20
 • EMC Documentum Portlets allows companies to easily incorporate content management services in an
enterprise portal. Users gain access to a secure Documentum content repository and leverage powerful
Documentum ECM tools and processes from within a single, easy-to-use, corporate-branded portal.

• EMC Documentum Administrator provides power users with a full-featured interface to the
content repository. Depending on a user's security profile, the Documentum Administrator can
authorize 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.

In addition, to meet your organization's unique technical or business needs, the flexible EMC
Documentum Application Programming Interface (API) and Web Development Kit (WDK) enable the
customization of any or all of the Documentum clients. Furthermore, a large number of third-party
products, which focus on specific content management dimensions such as creation, capture,
management, delivery, and archiving, are integrated with the Documentum repository. In fact,
there is virtually no standards-based enterprise application or development tool that cannot be
used with the Documentum platform.

Globalization
English alone is not enough
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. According to industry
analysts, although today 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. Unfortunately, the majority of content management systems have not been
adequately designed with globalization in mind.

If your organization is or hopes to be global, take time to consider whether potential ECM
solutions can adequately address the complexity of doing business in an international
environment where language, culture, and regulatory requirements may differ substantially
from country to country.

EMC Documentum—managing content for global organizations

Since EMC Documentum serves so many global organizations, the challenges of globalization
have been driving the company's 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.

21
 The Documentum platform also enables multilingual rendition management. This unique feature
provides the ability to manage relationships between objects as well as to manage multilingual
renditions whereby changes to base content are intelligently linked to versions in different
languages. Changes to base content can initiate a decision to update or translate related versions.

To accommodate local language and culture, EMC Documentum Business Process Services also
extends workflow capabilities to third-party translators and content providers. This provides an
efficient and effective way for organizations to manage their translators and translated content
as part of an overall business process and workflow, not as an isolated, costly event.

Built-in “language packs” in the Documentum platform provide user interfaces in French, German,
Spanish, Italian, Kanji, and Korean. With language packs, customers can make any number of
languages available within the same installation, providing the flexibility to install the exact
choice and combinations of languages they wish, while saving computer memory and minimizing
download time.

Without adequate content management support, publishing and supporting websites in multiple
languages often results in obsolete content, embarrassing translations, and time-consuming manual
updates. The Documentum platform automates the publishing process using sets of business rules
for each website called locale fallback rules. These rules 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 the Documentum platform, a company's Japanese website 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.

Security and Access Control

The security—access paradox
Leveraging knowledge assets requires an unrestricted flow of information. One of the great
benefits of content management systems is that they enable and control that flow. But what about
security? This is the paradox facing content management. How do you enable wider access to your
content yet protect it from unauthorized access? How do you accelerate the flow of information
without putting your information assets at risk?

EMC Documentum delivers business process management that is powerful, flexible, and easy
to use, resulting in genuine operational benefits throughout your business.

The answer is an ECM solution that provides security in multiple forms, throughout the entire
content lifecycle. Content must be secure when it is in the repository, when it is being checked in
and out, when it is being staged and published to various channels, when it is being exchanged
with partners, when it is being archived, and so on.

22
EMC Documentum—keeping your content secure at all times
Security does not need to be complicated to be effective. The Documentum security model is easy
to apply and is implemented using the operating system's password control mechanism, which
simplifies password administration and aging.

The Documentum platform employs a combination of user-based 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. Every piece of content is governed by an access control list
(ACL). ACLs determine right of entry and can be set up to screen by individual user or by role. For
example, for a specific file or group of files, an ACL can be set up that allows access only to vice
presidents and higher ranking individuals. ACLs can be applied manually or automatically when
content is created.

Once access is defined, the Documentum platform applies permissions. Permissions define what
actions a user can take with any content object or group of objects. There are seven basic levels of
permission:

None User cannot see object contents or attributes

Browse User can see object but not open it

Read User can open object in read-only state

Relate User can annotate object

Version User can create a new version of object

Write User can change current version of object

Delete User has full access to object, including the ability to remove it from the repository

Extended permissions, usually defined by a system administrator, include: change location,

change date, change permission, and change owner. The Documentum platform also supports
light directory access protocol (LDAP), secure sockets layer (SSL), digital certificates, and electronic
signatures, which are often required to meet regulatory requirements. Security can be enhanced
even further by extending user authentication to biometrics, public key infrastructure (PKI), single
sign-on, or multi-factor authentication. Additional optional security features include an encrypted
repository, mandatory access control, and digital shredding.

If your organization demands the strictest levels of information security, look no further! The EMC
Documentum platform is the only off-the-shelf system that meets the rigorous Common Criteria
Certification standards (set by the National Institute of Standards and Technology and the National
Security Agency) at the Evaluation Assurance Level 2 (EAL2).

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 Library services
Basic, but absolutely essential, functionality
From an everyday 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,
website or intranet, or to a handheld device) and in whatever form (hard copy, web page, CD-ROM
or multi-media presentation), library services are required if you want to manage, leverage,
modify, and control that content. Library services is the collective name for a set of basic, but
mandatory, capabilities that ensure the integrity and security of your content.

Whether you are dealing with web content, traditional documents, rich media assets,
or a combination, library services do a lot of the “heavy lifting” in an enterprise content
management system. Be sure your solution is up to the challenge.

The following capabilities, which are all fundamental features of the EMC Documentum ECM
platform, should be included in an ECM solution's library services.

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 Adobe Acrobat and
Reader Extension Server, Informative Graphics Brava!, and others. 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, enabling content objects to be organized, assembled, and
published as a single structure without copying or moving the original objects. 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: a
new drug application, a manufacturing specification, or a contract that incorporates language from
many parts of an organization. Virtual documents are subject to security, version control, workflow
and so on, just like any object in the repository.

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Business process management
The transformative potential of BPM
There are many ways to enhance your enterprise's competitive footing. Few such steps, however,
can match the transformative potential of automating business processes. An effective business
process management (BPM) system enables organizations to increase productivity, minimize
errors, reduce costs, streamline activities to shorten operation cycles, and quickly adapt processes
in response to changing business conditions. Furthermore, the ability to automatically enforce
business rules and policies, such as auditing and record keeping, helps ensure your organization
will adhere to compliance regulations and laws.

ECM Documentum—setting the standard for business process automation

Only EMC Documentum delivers business process management (BPM) products that leverage a
unified, highly scalable platform for design and execution of business processes. Convenient
graphical tools speed process design and the business process engine handles task assignments
through configurable queues, escalates and suspends activities, provides notifications, and more.
Equally well-suited to managing loosely structured collaborative processes and highly structured,
high-volume transactional processes, the Documentum BPM suite includes the following capabilities.

Process design—Provides an easy-to-use and flexible graphical modelling environment for

designing and configuring business processes, can incorporate existing processes, collaborative
workspaces, and integration with external systems without any custom coding.

Content awareness—Delivers native support of content methods, such as check-in/check-out,

indexing, search, or renditions; automatic response to content events such as when a content item
is added to a folder or updated; and access control, annotation, and archiving for non-repudiation,
customer service, audit, and compliance.

Structured and unstructured activities—Supports both predefined “structured” sequences of

steps, where each step is assigned to a specific person or role, as well as “unstructured” activities
that may be ad hoc and lack predefined steps or rules.

Process integration—Integrates Documentum process, content, and repository services with external
systems through a service-oriented architecture (SOA) that enables individual users to take
advantage of all Documentum capabilities and events as well as services from external systems.

Process execution—Executes, monitors, and manages business processes; automatically evalu-

ates business rules; and assigns process tasks to the correct system, group, or individual at the
appropriate time; uses configurable policies and queue management to efficiently handle high
volumes of incoming work; provides audit data that can prove indispensable for process tuning,
monitoring business activity, and meeting compliance initiatives; and incorporates XML content
management technology that enables the exchange of messages between the Documentum
platform and external systems as part of process integration.

Reporting, monitoring, optimizing—Integrates Documentum BPM products with best-of-breed

third-party applications for such functions as:

• Business rules integration—Supports the execution of complex business rules as automated

steps in a business process that may be externally defined.

• Process monitoring and optimization—Supports continual process optimization by analyzing

alternative process flows and resource loadings, identifying trouble spots and iteratively
improving and deploying business processes.

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 Unlimited content types
Variety—the rule, not the exception
Enterprise content is heterogeneous. Marketing departments rely on tools such as QuarkXPress,
Adobe Photoshop, and Microsoft Office and routinely work with various rich media formats such as
JPEG, PPT, SWF, MPEG, PDF, and standard text files. R&D and engineering create CAD and Microsoft
Project files. Manufacturing creates one kind of batch records and accounts payable another. But
that's not all. XML has entered the mix, as the de facto standard for content transformation and
delivery. Publishing content to multiple channels increasingly requires HTML, wireless markup
language (WML), smart management interface local exchange (SMILE), and a host of other formats
and emerging standards. And newer content formats will only continue to emerge.

Digital assets add complexity

Photographs, illustrations, music, animation, and video-common forms of “rich media” are
commonly created or rendered in digital formats and used across a variety of channels: the Web,
computer-based training modules, print advertising, product packaging, television or radio spots,
and others. For many companies, dealing effectively with rich media can be even more critical than
traditional document or web content management and, particularly on a large scale, can be
infinitely more complex.

Managing digital assets presents a number of challenges. How do you categorize and index files
with media-specific properties and metadata to accelerate searching? How do you eliminate the
need for highly paid employees to spend time performing manual tasks, such as changing the
resolution of images? How do you track assets through multiple distribution channels to protect
copyright infringement?

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 don't forget: you need to consider what
formats a system will support today as well as how easily that system can accommodate new
content types tomorrow.

EMC Documentum—designed 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, the EMC Documentum platform 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, and lifecycle capabilities—
applies to all these formats without the need for any point solutions. When content types require
unique services, EMC Documentum products provide specialized functionality as a seamlessly
integrated solution.

26
 The EMC Documentum platform allows you to manage all your content-traditional documents as
well as rich media—in one location. Enhanced capabilities to manage rich media effectively
include:

Single interface to access all content—EMC Documentum Digital Asset Manager allows organizations
to access and manage all their content and leverage the complete set of content management
capabilities offered by the Documentum platform, all through one web-based interface.

Content transformation and attribution—EMC Documentum Content Transformation Services delivers

specific capabilities for managing rich media assets, such as asset registration and analysis,
thumbnail and storyboard creation, batch-mode capture, rendition management, and file
transformation. It also helps reduce the time employees spend searching for content, repurposing
it, and transforming it into different formats for multiple channels, such as the Web, print, mobile
phones, and video broadcast.

Content authoring—EMC Documentum Authoring Integration Services provides seamless integration

between the EMC Documentum repository and the authoring tools people use to create and edit
their content. These tools include Macromedia Dreamweaver, UltraDev, and HomeSite that support
the File Transfer Protocol (FTP) standard over a TCP/IP network, and popular desktop applications
that support the Web Distributed Authoring and Versioning (WebDAV) protocol.

XML and multi-channel delivery

XML—the lingua franca of e-business
Organizations in all industries now use applications that support Extensible Markup Language
(XML), a simple, very flexible, and highly versatile standard for information exchange between
applications. XML has become the standard for content transformation and delivery,and an
essential component in today's ECM applications. Because it separates format from content, XML
enables the enterprise to leverage its knowledge assets more effectively through content reuse
and multi-channel publishing. You can use XML-based content management applications to render
content into any format and deliver it to various channels, from hardcopy printing to websites
and wireless devices. By simplifying content authoring and publishing and improving content
consistency, XML can also improve and accelerate business processes.

With XML, content can be created once and leveraged anywhere, enabling a richer user experience
for your customers, employees, and business partners. The flexibility that XML brings to content
creation, reuse, and exchange, demands a content management system that not only handles XML
but exploits it.

The future of e-business will be written in XML. Make sure your enterprise content
management solution speaks the language natively.

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 EMC Documentum—unrivalled support for XML
The EMC Documentum platform supports XML natively at the object level and applies a full suite
of content management functions to XML content. These include workflow, lifecycle automation,
security, library services, and full-text searching. Rather than offering a separate, standalone
product to support XML, native XML support is embedded into core EMC Documentum products,
such as Content Server, Webtop, Web Publisher, Content Intelligence Services, Process Engine, and
Content Distribution Services. And Documentum Web Publisher provides template editors to speed
the capture of XML content. The Documentum platform also features native integration with
leading XML editors such as Arbortext Epic, Blast Radius XMetaL, or any web content authoring
tool that uses XML.

The Documentum platform supports all XML-specific features—such as validation, chunking,

object-relational storage for XML components, link management, automatic metadata population,
search, and XSL transformations using Extensible Stylesheet Language Transformations (XSLT)—
which dramatically streamlines and accelerates the assembly of custom renditions for multi-channel
delivery. For example, with Documentum support for XSLT, you can transform XML to HTML for web
presentation or to Wireless Markup Language (WML) for delivery to wireless devices. The ability to
apply XML content management technology to messages exchanged between EMC Documentum
and external systems as part of process integration is unique. This is especially significant in
applications where incoming messages must be chunked apart and each chunk processed through
a different, simultaneously running process.

The capability to store XML in the Documentum repository—along with other content types—and
managed with the same content services also means that XML users leverage the unprecedented
scalability, security, reliability, and other enterprise-grade characteristics of the Documentum
platform's distributed architecture.

Content intelligence
Intelligent content—the key to successful personalization, search, and navigation
Content intelligence refers to 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.
In addition, classification of content makes it easier to direct information into retention-protected
folders for compliance and accountability reasons.

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. And the complexity of dealing with content in multiple languages amplifies
the challenge even more.

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 However, with an automated, enterprise-scale content management system that embeds intelligence
in every content object, you can overcome these challenges, enabling personalized delivery,
facilitating and accelerating reuse, promoting compliance, and enriching customer applications.
So your choice of an ECM solution will be a critical factor in the success of any personalization
technologies you deploy.

As organizations have adjusted to the demands of compliance, e-commerce and globalization,

capabilities for personalization, search, and navigation have proven to be crucial to success
in the marketplace. Such capabilities are a direct result of exploiting knowledge assets for
competitive advantage, a result that relies heavily on powerful, intelligent content management.

EMC Documentum—best-of-breed content intelligence capabilities

EMC 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 CIS further simplifies the adoption of automated classification by providing a

prepackaged set of ready-to-use taxonomies for various industries and functional areas within
an organization. Industry-targeted taxonomies are available for automotive, chemicals, drug and
disease, energy, engineering, legislation, financial, healthcare, high tech, military, and
pharmaceutical sectors. Functional taxonomies address the classification needs of customer
service, human resources, information technology, legal, marketing, and other lines of business.

Documentum CIS also supports the classification of multilingual content by enabling content
classification in native languages against native taxonomies. Among the languages supported
are English, German, Italian, French, Spanish, Portuguese, Dutch, Swedish, Norwegian, Danish,
and Finnish.

In addition, the Documentum platform 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.

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 Enterprise application integrations
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 by eliminating the information
silos that naturally develop within large companies. For example, customer support representatives
can respond to inquiries more quickly if they have instant access to data sheets created by product
marketing; and accounts payable employees are more efficient when they can instantly view a
vendor's contract, invoice, purchase requisition, and paid check with a single click on a transaction
report. Since enterprise resource planning (ERP) and customer relationship management (CRM) can
be consumers as well as contributors of content, it is essential that your ECM solution posess an
infrastructure that enables seamless integration with these and other applications.

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.

EMC Documentum—built to integrate

With out-of-the-box integrations for many key enterprise applications, the EMC 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 following are four of the key products in its suite of content
services products that integrate with enterprise applications.

• EMC Documentum Content Services for SAP provides document management services for
SAP R/3 and NetWeaver applications, integrating digital assets, incoming documents, and
SAP-generated documents with SAP processes in a paperless, distributed electronic environment.
With Documentum Content Services for SAP, both SAP and non-SAP users can access business
content directly from their desktops, eliminating the time and costs associated with searching
for, filing, and storing documents.

• EMC Documentum Content Services for Siebel integrates the powerful features of Siebel CRM
software with the robust content management capabilities of Documentum. This integration
enables users to link unstructured content such as text documents, e-mail, faxes, and digital
images with Siebel business objects such as service requests, customers, or contacts. Content
Services for Siebel improves service and support, enables a 360-degree view of a customer,
streamlines business processes, enhances sales efforts, and reduces operational inefficiencies.

• EMC Documentum Content Services for Lotus Notes Mail allows users to store and share
business-critical content, which otherwise is often locked away in a single user's e-mail inbox,
uncontrolled and unavailable. By storing content in the Documentum repository and enabling
access to that content through Lotus Notes Mail, Content Services for Lotus Notes Mail allows
users to take full advantage of enterprise content management capabilities without learning a
new application.

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 • EMC Documentum Portlets provide plug-and-play access to various Documentum functions from
within a portal interface. For example, users can create, locate, review, revise, and manage all
types of content without leaving their familiar portal environments or learning a new application.
And the Web Development Kit (WDK) for Portlets is a powerful framework for rapid development
of content-rich Web applications that leverage the proven strength and reliability of the
Documentum platform. WDK for Portlets is part of the EMC Documentum Developer Studio and
comprises a developer's toolkit, based on industry standards, containing a library of over 200
reusable, pre-built components and controls that perform common EMC Documentum content
management functions.

• 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. The
Documentum platform is tightly integrated with the leading application servers such as BEA
WebLogic, IBM WebSphere, Oracle 10g Application Server, and ATG Dynamo.

Enterprise content integration

Among the most frustrating problems knowledge workers experience each day is that of finding and
accessing information. The problem has grown increasingly acute with the rapid, enterprise-wide
proliferation of business information. Information is stored in content repositories, databases,
groupware applications, intranet and extranet sites, public websites, online databases, enterprise
applications, and other places, inside and outside the company. According to industry studies,
knowledge workers spend as much as 40 percent of a typical business day just sorting through
these locations to find specific content.

Gaining answers to your business' most pressing questions requires the ability to access a wealth
of content spread across your enterprise. An enterprise content integration (ECI) solution addresses
this need by adding a layer of virtualization on top of all content repositories inside and outside
the enterprise—essentially creating one access point to content stored in websites, databases,
e-mail, legacy systems, and content management repositories.

The benefits of tapping a company's wealth of intellectual capital are well understood. Doing
so can improve time-to-market for new products; monitor new and changed information from
regulators, customers, suppliers and competitors; and help support litigation discovery. But
the challenges are daunting because these resources are typically spread across multiple
internal and external repositories, file systems, databases, and websites. That's why it's
important to consider an ECM solution that easily integrates ALL content sources.

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 EMC Documentum—enabling the truly connected enterprise
The EMC Documentum ECI solution integrates content inside and outside the enterprise, making
searches more intelligent and enabling end users to more logically and easily organize and find
the content they need. With a single query from a single user interface, the Documentum ECI
solution assimilates content from all internal and external sources so that users can quickly locate
and access, in real time, information stored in a virtually limitless array of content sources.

Documentum ECI products that enable a truly connected enterprise include the following.

• Documentum ECI Services powers a variety of search techniques including federated searches,
query expansion, and on-the-fly foreign language translation, to name just a few. Unlike most
other integrated search solutions, it leverages, in real time, the local search capabilities of each
content source. The result is truly federated, up to the minute, and extremely reliable search
results. Other search solutions create master indexes, which are very resource intensive and,
because they represent a static view of ever-changing information, may be out of date as
soon as they are built. Server-based Documentum ECI Services is utilized by various EMC
Documentum applications, including: Webtop, Documentum Portlets, Web Publisher, and the
Discovery Manager search client.

• Documentum Discovery Manager is a unique search client that uses dynamic linguistic contextual
(DLC) clustering to automatically organize the results of any query into small, easy-to-handle
groups. DLC searches on the fly and does not require pre-established categories. Instead, it
complements existing corporate taxonomies, providing users with a categorization model that
fits the information with which they are currently working. Users can also translate requests into
foreign languages on the fly, expand queries to cover foreign-language content sources, and get
help translating the results.

• Documentum ECI Adapter Framework manages content integration with a library of hundreds of
pre-packaged adapters for various content sources, an adapter builder, and an open and flexible
adapter developer kit. Customers can deploy adapters right out of the box. They can also easily
customize existing adapters or simply build new ones—in many cases without changing or
writing any code. \

Content capture
Discarding the paper
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 standard operating procedures, printed
and hand-written forms consume reams upon reams of paper in every office where business is
conducted. Large warehouses still store and archive paper by the ton.

Make sure you have the tools to quickly turn paper into managed, business-ready
content—and eliminate the high costs and inefficiencies too often associated with
paper-based processes.

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 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.

By converting paper-based forms (as well as film, microfiche, and faxes) into electronic images
that can be analyzed, indexed, attributed, filed, and stored securely, ECM with integrated content
capture functionality removes many of the costs and inefficiencies associated with paper.
Electronic 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 is unavailable.

EMC Documentum and EMC Captiva—seamlessly integrating content capture

EMC Documentum and EMC Captiva® provide the technologies required to capture and fully manage
information from hardcopy sources. EMC Captiva InputAccelM, the leading solution for scanning
and imaging paper-based information, provides the highest performance, high-scale scanning
solution on the market to organizations that scan thousands of documents daily. The combined
solution of Captiva InputAccel and the ECM Documentum platform processes any document type,
provides validation before content enters the Documentum repository, and converts image files
and values into Documentum objects and attributes. This enables users to quickly search for
and locate information and to then apply the full range of Documentum content management
functionality to the captured content.

Content transformation
Manually transforming content consumes too much time
In most organizations, employees spend far too many work hours searching for content, re-purposing
it, and transforming it into formats for multiple channels, including the Web, print, mobile
phones, and video broadcast. Rich media—photographs, streaming video, sound bites, logos, flash
animations, presentations, web pages, and more—take even more time to manipulate. These
digital assets represent a significant intellectual and monetary investment, yet typically reside in
silos and are not properly leveraged for their full value. Ideally, your ECM solution will provide tools
to accelerate content transformation processes—for instance, rendering Microsoft Office documents
as HTML or PDF files—so that your employees can be more productive.

Transforming content takes your knowledge workers more time than you may realize.
Automating and simplifying content transformation and attribution with your ECM solution
can save your organization time and money.

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 EMC Documentum—automating and simplifying content transformation
The EMC Documentum platform automates and simplifies the content transformation and attribution
process and makes the content easier to preview and manage with its suite of services called EMC
Documentum Content Transformation Services (CTS). CTS consists of five products, each focusing
on a specific set of format types:

• Document Transformation Services renders HTML and PDF content from standard desktop
documents like Microsoft Word.

• Advanced Document Transformation Services adds advanced rendering features like PDF
bookmarks, XMP round-tripping, thumbnails, and storyboard support.

• Media Transformation Services supports rich media (such as photographs, presentations, and
graphics) with content attribution, thumbnails, storyboard support, and rendition management

• Audio/Video Transformation Services adds enhanced support for audio and video, such as
streaming support and enhanced video preview.

• Medical Imaging Transformation Services supports the DICOM medical image format with
content attribution, thumbnails, storyboard support, and rendition management.

Each CTS product focuses on a specific set of content formats and utilizes a common, robust
framework. When combined, they offer you the ability to transform common desktop documents
and rich media formats. The result is more efficient and standardized content transformation and
analysis for all content across the entire organization.

Records management
Spotlight on accountability
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, the enforcement of business rules,
and the corresponding disposition of content, including content deletion and destruction.

Records management should permeate your IT infrastructure, content archives, and all
corporate processes to ensure that documents of all types and from all sources are captured
and maintained by a common system or toolset. By establishing a coordinated, enterprise-wide
approach, you will be better equipped to face unexpected inquiries or new regulations.

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How does records management relate to enterprise content management? They're both 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. Together, they provide a complete overall solution for managing the lifecycle
of content.

With a robust records management solution, you can:

• 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

End-to-end records management

EMC Documentum has two records management solutions that meet the above criteria and enable
organizations to identify and manage corporate records in accordance with both internal and
external mandates:

• EMC Documentum Retention Policy Services (RPS) delivers a policy engine that enables
organizations to manage their archives in conformance with regulations, legal stipulations, and
best practices. RPS is deployed and administered at the foundation of a corporate repository to
apply and enforce retention and disposition guidelines automatically. Retention policies, holds,
and expiration notifications can be applied to any content within the Documentum repository,
regardless of its age, type, or source. With RPS, organizations can automate as much or as little
of the system as they want. Retention Policy Services protects records that are created from
imaging systems, Enterprise Report Management Services, controlled business processes,
workflows, autoclassification engines, and simple user filing.

• EMC Documentum Records Manager allows organizations to create, safeguard, and digitally
shred records according to system-enforced rules maintained within a corporate file plan. Record
declarations and classifications occur at the client level and are available within EMC Documentum
Webtop and native authoring tools such as Microsoft Outlook, Word, PowerPoint, and Excel. EMC
Documentum Records Manager is certified as compliant with the US Department of Defense
5015.2 standard, other record keeping standards such as those specified by the UK Public
Records Office (PRO), and the Victorian Electronic Recordkeeping Standard (VERS) in Australia.

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 Archive services
The challenges of managing fixed content
Rapid information growth of all types along with expanding needs for corporate compliance and
risk mitigation are driving ever-increasing volumes of fixed content. At the same time, organizations
are facing increasing pressure to retain communications and business records for specific periods
of time. They must also verify that this content is accessible.

Archived content, such as scanned images, enterprise reports, and transactional or collaborative
content at the end of its lifecycle is typically managed today in “archive silos.” Each of these silos
usually has it own classification methodology, retention functionality, and storage strategy, which
can lead to ineffective search, compliance and legal discovery headaches, inefficient storage,
administrative burdens across disparate systems, and difficulties incorporating fixed content into
business processes.

The importance of archiving is clear. Make sure your archiving solutions are up to the task.

Secure, scalable, and unified archiving for all types of content

EMC Archive Services leverages the guiding principles of content management (capture,
classification, metadata, search and access, security, and links to other related information) to
deliver a new approach to content archiving. Automated, policy-controlled movement to active
archives for retention and seamless retrieval of information means that EMC archive solutions cost
less to deploy and administer because they require less training, result in fewer disparate systems
to manage, and offer improved system-wide reliability. Breaking down the barriers between
archive silos provides a “big picture” perspective, improving business responsiveness and
making users more productive. And given the increased attention on government regulations
and e-discovery activities, common retention policies across all types of fixed content facilitate
consistent compliance and mitigate risk.

EMC Archive Services products include the following.

• EMC Archive Services for Email, an enterprise-class framework for message archiving, allows
organizations to save messages for corporate recordkeeping and preserve e-mail and instant
messages that may be required during litigation or regulatory investigation.

• EMC Archive Services for SAP provides scalable, mission-critical archiving for a broad range of
SAP data requirements to support IT consolidation and regulatory compliance activities.

• EMC Archive Services for Reports enables high-volume, system generated content to be stored and
managed as enterprise information, while building lifecycle-managed, highly accessible archives.

Development environment
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.

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 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, and based on industry standards that allow developers to use a
rich tool set in tackling the challenges of customization.

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 of any ECM solution.

EMC Documentum—a platform built for developers

EMC Documentum is committed to open standards—nowhere more so than in the Documentum
development environment. All of the Documentum platform's capabilities are available through
EMC Documentum Developer Studio (DDS), which supplies developers with a rich set of tools to
assist them in the development and customization of any type of application, including web and
desktop applications, server methods, business objects, and portal integrations. Included in DDS
are the following.

• EMC Documentum Application Programming Interface (API) is open to developers to use with any
standard Integrated Development Environment (IDE). It exposes the functionality of all content
services provided by the EMC Documentum platform.

• EMC Documentum Business Objects Framework (BOF) allows developers to build business
objects that encapsulate application logic on the platform level instead of having to build
application logic on the user interface (UI) level separately for each application. Developers can
expose business objects to applications through APIs and other technologies such as Web
Services. BOF significantly reduces time spent in development and testing, and provides better
application portability and interoperability.

• EMC Documentum Web Development Kit (WDK) provides a powerful framework for rapid
development of content-rich web applications that run on J2EE application servers. A developer's
toolkit, the WDK is based on industry standards and contains a library of over 200 reusable,
pre-built components and controls that perform common EMC Documentum content
management functions. WDK for Portlets allows you to integrate EMC Documentum content
services with enterprise portals.

Additional EMC Documentum development tools include the following.

• Application Builder provides developers with an entirely graphical development environment
for creating and maintaining content applications based on the EMC Documentum platform.
With Application Builder, developers can reuse application elements such as user interface
components, lifecycle definitions, security settings, object type definitions, and workflow
templates, dramatically speeding time to deployment.

• JDBC Services allows direct access to an EMC Documentum repository from any J2EE-compliant
application server, such as BEA WebLogic and IBM WebSphere. A powerful tool for enabling web
applications with access to both secure and non-secure content, JDBC Services balances fast
responsiveness with the tight control required when secure content is made accessible through
public websites.

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 Support and market presence
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. First, it limits your access to trained
consultants and IT staff. It also limits your opportunities for sharing best practices with other users.
Furthermore, 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.

Your ECM vendor should meet the same high standards in support, financial stability, and
market presence as it does in product functionality. If it doesn't, the future success of your
ECM deployment is in jeopardy.

EMC Documentum—a leader in every category

Fortunately, with EMC Documentum, none of these issues is a concern. EMC Documentum has the
largest installed base of any ECM solution in the market and the company has a proactive technical
outreach program for developers and IT professionals. Because Documentum is a part of EMC,
research and development spending has always been robust and continues to be a high priority.

Technical support is a key component of your EMC software solution. Our advanced technical
support programs offer the expertise, assistance, and infrastructure to help ensure your ability to
meet today's demanding requirements. We understand that all customers have unique business-
critical requirements. Our programs have been structured to offer flexibility, allowing you to design
a program that meets your organization's specific needs.

EMC Documentum offers several tiered levels of support:

Basic Support—Provides expert troubleshooting and the answers you need to ensure smooth
installation and productive operation of your ECM solution. The cornerstone of all Documentum
support programs, this level's key features include:

• Access to EMC Software CustomerNet, a comprehensive online web support resource that
provides extensive product and support information, customer-to-customer forums, and online
account and case management

• Upgrades and maintenance releases at no additional charge

• Expert technical support via phone during normal local business hours.

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Priority Support—Provides organizations, such as those with 24x7 production environments,
immediate access to dependable support at any time, day or night. With EMC Priority Support,
you get:

• Access to EMC Software CustomerNet (as described above)

• Upgrades and maintenance releases at no additional charge

• Expert technical support via phone, 24/7, 365 days a year

• Option to customize your support program by adding one or more supplemental support
options.

Developer Support—Provides additional access to EMC Documentum development experts'

knowledge and experience in the latest technical tools and capabilities to help streamline your
content management development process and ensure maximum coding efficiency and quality.

Extended Support—Provides support to meet the needs of businesses that delay product upgrades
but need to ensure continued, smooth operation of their content management deployment.

EMC Documentum offers worldwide support through its support centers in Australia, Germany, the
United Kingdom, and North and South America. In addition, Documentum has technical support
partners to expand language and support coverage throughout Asia-Pacific and EMEA.

Summary
ECM facilitates the creation, management, distribution, and exchange of large volumes of rich,
primarily unstructured content, within and beyond the enterprise—to customers, employees,
partners, and suppliers. Certain basic features and functionality, identified in this guide, are
necessary for an ECM solution to deliver tangible benefits to the organization.

These capabilities are required whether you are considering content management for digital
assets, a portal, a customer website, or a document management initiative. They are also
important whether you are considering a single-point initiative to address a critical problem area
immediately or an enterprise-wide initiative. Not all ECM solutions are created equal. It's important
when evaluating solutions to compare them in the context of your individual requirements, but
also against an industry benchmark of capabilities.

EMC Documentum enterprise content management solutions clearly address all the pillars of
ECM. With its unified architecture, the EMC Documentum platform has been designed to manage
content across the entire enterprise. However, you may decide to tackle one initiative at a time.
Application-specific solutions based on an enterprise ECM system can enable companies to establish
a “beachhead” for ECM in a strategic area while controlling the pace of enterprise deployment.

If you would like more information about the topics covered here or would like to find out how
EMC Documentum can help you evaluate your content management needs, simply e-mail us at
salesinfo@documentum.com or visit software.emc.com

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 About EMC
EMC Corporation (NYSE: EMC) is the world leader in products, services, and solutions for
information management and storage that help organizations extract the maximum value from
their information, at the lowest total cost, across every point in the information lifecycle.
Information about EMC’s products and services can be found at www.EMC.com

To learn more about content management or information lifecycle management, visit us online
at www.EMC.com or call 1.866.464.7381 (outside the U.S.: +1.508.435.1000).

EMC Corporation
176 South Street
Hopkinton, MA 01748
1-508-435-1000
In North America 1-866-464-7381
www.EMC.com

EMC2, EMC, and where information

lives are registered trademarks of EMC
Corporation. Captiva, Documentum, and
InputAccel are registered or unregistered
trademarks of EMC Corporation. All other
trademarks used herein are the property
of their respective owners.

© 2006 EMC Corporation. All rights

reserved. Produced in the USA. 4/06

S10260406V5