Carnegie Mellon University
Office of the CIO  ›  Computing Services  ›  Services  ›  Administrative and Business  ›  Business Capability and Process Automation  ›  Enterprise Content Management  ›  Options and Exclusions

Enterprise Content Management Service Options

A consultation for each customer determines the appropriate solution and Enterprise Content Management (ECM) level agreement based on needs.

Option Solution Description Includes:


Basic

 Scan, Link and Retrieve  Scanning functionality with a centralized, secure repository for document storage and retrieval.
  • Consulting, implementation, service, and support.
  • Basic workflow, business process, and/or technical integrations with common enterprise applications (based on need and complexity).
  • One-time setup of bulk document import (based on need).
  • Average implementation timeline of four to six weeks (after project resources are defined and available).
Electronic Form, Workflow, and Integration  Centralized and secure ECM operations with functionality for data collection forms, workflows and business process requirements.
  • Consulting, implementation, service, and support.
  • Electronic form for data collection/retrieval/storage, basic workflow, business process, and/or technical integrations with common enterprise applications (based on need and complexity).
    • Data steward approval for consumption and/or production (if required).
  • Average implementation timeline of two to three months (after project resources are defined and available).
Advanced Workflow and Integration  Core components of the basic solution sets with additional workflow, business process, and integration requirements that increase project scope and/or require a unique skillset.
  • Consulting, implementation, service, and support.
  • Electronic form for data collection, business process workflow and/or technical integrations with one or more unique applications.
  • Timeline depending on scope of the project.
  • Service fees and/or additional implementation time may apply.

Exclusions

  • Scanners and Scanning Licenses/Maintenance (if required) - Customers will receive guidance for scanner specifications and license fees for Permanent Scanning Solution licensing.
  • Desktop Update Installations (if applicable) - Customers will receive update notifications from the ECM team and should check with their IT administrative group for upgrade support. 
  • Compliance Support - Customers should follow the Computing Services ISO Guidelines for Data Classification to protect institution data based on sensitivity, value, and criticality to the University. Decisions regarding document retention are the customers responsibility.
  • Bulk Scanning - Document scanning activities and/or ongoing bulk document imaging, importing, and uploading activities are not included beyond the one-time setup of bulk document import covered as part of the basic solution.

End Customer Responsibilities

  • End Customer Training -  ECM Department Administrator and core team members are provided onboarding services to cover initial setup, use, and basic troubleshooting. The ECM Department Administrator is responsible for coordinating future end customer training needs.
  • Solution Testing - Customers are responsible for user acceptance testing (UAT). Test script templates are provided, and customers are responsible for customizing and executing test scripts based on their solution design.