Managed Services

iCognition can provide a range of managed services for your existing OpenText Content Manager system.

Services include:

1. Migration-as-a-Service: one-off or regular document or data migrations to Content Manager using iCognition migration products.
2. Health Check-as-a-Service: annual or regular Content Manager configuration health checks using Ingress Analyst.
3. Classification-as-a-Service: a three-level service to deliver better classification of your records in order to improve search and disposal.
4. System Support-as-a-Service: we monitor and report on your system performance monthly, recommend pre-emptive changes and respond to support based on SLAs.

1. Migration-as-a-Service

Get rid of old network drives or databases, while taking the pressure off your IT to manage and conduct the migration! Let us do it using our proven utilities and methodologies.

iCognition has developed a number of utilities that can import documents and data into Content Manager. Using these utilities in an Extract, Transform and Load (ETL) methodology we can conduct one-off or regular imports into Content Manager.  This includes migrating old network drives (including retaining the folder structures), or migrating old SharePoint sites, or migrating data dumps from databases.

2. Health Check-as-a-Service

This is an annual or regular Content Manager configuration health check using our Ingress Analyst product. We will install and run the product to analyse your system configuration, usage and statistics. Then we will provide you a report and make recommendations for remediation. This service will enable you to answer questions like:

• Are your staff using the system?
• Is the right information being saved?
• What’s redundant or risky in your configuration?
• What needs to be fixed to improve performance and usage?

The analysis includes major Content Manager configuration structures, i.e:

• record types
• security
• locations, including users not using the system
• classifications & retention
• document formats, counts and sizes
• And much more!

3. Classification-as-a-Service

Correct classification assures effective search and efficient disposal. How can you be sure your records are being classified correctly? Use our service to check the health of your record’s classifications, and then fix them up.  This service uses Ingress Autoclass, a cutting edge autoclassification product that uses Microsoft AI for fast, accurate, and bulk auto-classification.  

This service has 3 levels. You can elect to undertake this service level-by-level, or all at once! 

1. Classification Health Check – level 1 reports on the effectiveness of your current Content Manager records classifications. It’s a low-cost, read-only service that does not affect your current Content Manager configuration or data. We install and run RM Autoclass to give you a report on the effectiveness of your current Content Manager records classifications and recommend actions for remediation.
2. Enhance record accuracy – in level 2, we run a full scan of your Content Manager environment and RM Autoclass provides the data to rectify misclassified records. We can then either update your record’s classifications or write the recommended classification to a user defined field.
3. Maintain records accuracy – level 3 is to configure RM Autoclass to continuously scan your Content Manager environment to correct or update your classifications. This service will ensure ongoing integrity of records classification.

4. System Support-as-a-Service

This service not only provides SLA based support and response times but provides a monthly analysis of your system to ensure ongoing performance and predictive and proactive identification of issues. It includes:

1. Monthly remote maintenance, system monitoring and reporting
2. Ad hoc support services for your existing records and information management system and integrated applications
3. Onsite technical support from iCognition system specialists to resolve critical system issues
4. Scoping and implementation of system enhancements and additional functionality
5. Dedicated support phone line during business hours with escalation process
6. Responsive and effective support for issues encountered in the operation of the system, including 24x7x365 access to iCognition’s online support portal.
7. Dedicated Account Manager
8. Incident and request service level agreements
9. Advice regarding enhancements as they are made available by the software vendor, or through iCognition’s own substantial research and development program
10. Scoping and quoting of larger bodies of work as requested.

Alternatively, to take the pressure off your IT altogether, transition your Content Manager system to our secure, robust cloud service: Content Manager Cloud (EDRMSaaS) – iCognition