A critical foundation is process, as it directly ties to defined roles and policies that regulate how the work is to be performed. Creating business requirements flows from process mapping, integrated policies and the overall end to end workflow design. Requirements directly apply to vendor evaluation, scoring, RFI’s and RFP’s. If this sequence is not followed, then it is the proverbial cart before the horse, which immediately puts a high risk label on the success of the technology that you have chosen, on the configuration, on user adoption, and ultimately the ROI that you realize.

A BPM (Business Process Management) solution to manage the effectiveness and ongoing performance optimization is essential, whether home grown using a CMS (Content Management Solution) or purchasing an off-the-shelf solution. Scale it with your organization, so you do not over engineer it at the start, but lay the right foundation so it can evolve as you evolve.