Leverage the Full Power of Your Documentum Solution The Impact of Custom User Training: A Client Case Study February 2005

©2005 Daybreak ICS. PROCESS + TECHNOLOGY SUCCESS

©2005 Daybreak ICS. If you invested in a content management solution, wouldn’t you develop the skill set to use and manage it? Custom Training & Implementation Services

©2005 Daybreak ICS. Unlocking The Value Customized training creates productive users who leverage their system and maximize return on investment. Custom Training & Implementation Services

©2005 Daybreak ICS. Putting Training to Work For You Effective training is often the critical difference between a successful system implementation and one plagued by problems. 1 Custom Training & Implementation Services

©2005 Daybreak ICS. Putting Training to Work For You Well trained users have higher adoption rates, are more satisfied and tend to be evangelists for the system, which further leverages the system and maximizes return on investment. 2 Custom Training & Implementation Services

©2005 Daybreak ICS. Putting Training to Work For You Companies that aren’t seeing their investment in Documentum fully utilized report low user satisfaction rates and log more calls to tech support, increasing costs. 3 Custom Training & Implementation Services

©2005 Daybreak ICS. What it is… Training customized to your environment/application Addresses your entire solution  Create, manage, deliver, archive  Capture/author, publishing, records management, etc. Covers full spectrum of training needs One cohesive training plan across your entire Documentum solution  Documentum and any tool attached to it What it is not… A lower cost version of Documentum technical training Overview of Service: Custom User Training

©2005 Daybreak ICS. Custom Training Case Study: The Project The Client: One of the foremost providers of travel and real estate services in the world with 48 independent business units Project Background: Implement an enterprise-wide integrated Documentum Content and Records Management system that fully supports the enterprise

©2005 Daybreak ICS. Custom Training Case Study: The Project Overarching Requirements  Lower cost of storage  Recovery of records and information Cost Quick/efficient in case of legal need  Avoidance of fines, penalties, and/or judgments  Compliance with global legal standards and contractual obligations

©2005 Daybreak ICS. Custom Training Case Study: The Application Development Methodology: Iterative across business units with a business process analysis defining business-unit-specific objects, properties, and permission sets The Application: Highly customized Webtop with functionality enhancements driven by custom objects and group permissions First Implementation: Q Corporate Audit without Records Manager

©2005 Daybreak ICS. Custom Training Case Study: The Challenge The Training Challenge: Implement a multiphased, cost-effective training program that ensures all corporate and enterprise users are able to effectively utilize the Documentum application in their daily work activities  Project Stakeholders  Project Team  Business Process Analysis Team  Enterprise-wide User Community (20K+)

©2005 Daybreak ICS. Custom Training Case Study: The Solution Multifaceted approach to training  Application knowledge transfer  Instructor led custom training development and delivery Project onset Pilot testing User rollout  Electronic training and continued support tool

©2005 Daybreak ICS. Custom Training Case Study: The Solution Multifaceted approach to training: knowledge transfer  Serve as a project resource for team members during application development cycle  Work closely with application developers during course development / “pre-alpha” testing  Gain first-hand knowledge of application, success metrics, major pain points to incorporate into meaningful training  Train client instructor staff for follow-on delivery of course material

©2005 Daybreak ICS. Custom Training Case Study: The Solution Multifaceted approach to training: ILT  Foundations Training Strategic approach to Documentum solution implementation with a focus on best practices Overview of core Documentum technology and capabilities as well as the process of defining a custom application  Understand the project  Understand the technology and process  Introduce change management

©2005 Daybreak ICS. Custom Training Case Study: The Solution Multifaceted approach to training: ILT  Content management user training: Develop and deliver a 1 day course that enables CM users to effectively utilize their system through a combination of presentation and hands-on exercises  Content management key user training: Develop and deliver a class for departmental key users focusing on their additional responsibilities of folder creation, permission set assignment, and troubleshooting user problems

©2005 Daybreak ICS. Custom Training Case Study: The Solution Multifaceted approach to training: Electronic Training and Continued Support  Records Manager Training Tool: Develop an online electronic Records Management training tool that can be distributed enterprise-wide for core RM training  Also provides continued employee support for users requiring a refresher

©2005 Daybreak ICS. Additional Custom Training Benefits Training Development Team Members were able to provide critical input to the requirements and design processes with respect to application functionality and usability. CM User Course exercises served as the foundation for system test and represented use cases for user acceptance testing By understanding the application and its implementation, the client organization and policies, trainers were able to relate the application directly to the user community and their daily work activities

©2005 Daybreak ICS. Successful Training = Client Success The goal of any custom application training is to enable users at all levels to rapidly employ and integrate the new application into their daily work activities  Train what’s really important!  Train what makes them successful; empower the users  Minimize theory, maximize hands-on  Focus on the practical application  Do it faster and higher quality than traditional methods, with superior results

©2005 Daybreak ICS. "The presentation and quality of content is the best I have ever had...I wish our [other] training had been 10% as good." “I came to class skeptical about why I was there and left excited about possible applications for Documentum in my organization.” What Clients are Saying

©2005 Daybreak ICS. “During our business analysis, it was clear who had attended the Daybreak ICS training…we were confident the client could effectively participate in the project, within the context of the application." Rob Richtarek, DeepBridge Content Solutions (now with Ness) What Partners are Saying

©2005 Daybreak ICS. "Daybreak has proven very effective in partnering with us to meet our clients' needs. Their ability to respond and deliver on what they promise is excellent. We look forward to working closely with them to deliver upcoming projects.“ Don McMahan, VP Sales, US and Latin America Fujitsu Computer Products of America, Imaging Division (now with Visioneer) What Partners are Saying

©2005 Daybreak ICS. We’re Here to Help You Thank You! Steven Phillips Senior Consultant

©2005 Daybreak ICS. For More Information Daybreak Intellectual Capital Solutions, Inc Coming in April 1 st public offering series of Daybreak’s Foundations training. Watch for announcement.