stc summit 2015_catechnologies_doc_ops
TRANSCRIPT
Learn How CA Technologies Broke the Rules:“their DocOps Approach to Agile Technical Content”
Adriane HuntCA Technologies
STC SummitJune, 2015
2 © 2014 CA. ALL RIGHTS RESERVED.
business is being rewritten by software
• mobile devices
• cloud computing
• Internet Of Things
requires business agility
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3 © 2014 CA. ALL RIGHTS RESERVED.
software development evolving
Waterfall development
releases of years & months
silos between Dev & Ops
Agile development
releases in weeks & days
DevOps collaboration
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content supply chain has not kept pace
• content has been ignored
• current approach• complex doc tools and processes• PDF and HTML outputs• support knowledge articles
Content Development
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Why DocOps?
Too many silos
Rise of agile methodologies
Need for collaboration
Too many delivery formats
Global audience
From Static, On Premises to a Dynamic, Collaborative, Cloud
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attributes wanted!
• agility
• continuous updates
• collaborative authoring
• customer interaction
• content aggregation
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DocOps Platform
Collaborative Authoring & Content Aggregator
Tech Doc Capabilities
Automated Editing
Translation Management
DocOps Platform
customerVendor: Atlassian
Provides collaborative content
authoring across enterprise
Vendor: Acrolinx
Helps authors maintain a standard
CA style and quality of English
Vendor: K15t
Connects wiki and Acrolinx. Enables
version control via Scroll Versions
Vendor: Lingotek
Manages translation workflow
between wiki and CA vendors@adrianehunt #STC15
Under the Covers
Author or Update
Review
Translate
Release
Feedback
Reply
The DocOps Process
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Data-driven Continuous ImprovementThe DocOps Dashboard
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Data-driven Continuous Improvement
Google Analytics– Bounce rate—are they sticking around
– Localization—are we spending money in the right geos
NPS– Would customers recommend the wiki
– Is it trending up or down
Likes/Dislikes and Comments– What are customers thinking about the content
– Close the feedback loop
– Improve self-service and prevent support calls
How we use the data
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11 © 2014 CA. ALL RIGHTS RESERVED.
DocOps: Landing pages
PDF & ePub Export
Corporate Look & Feel
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12 © 2014 CA. ALL RIGHTS RESERVED.
DocOps: Product Details
Language Drop Down
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DocOps: keeps pace with new world
Collaborative Authoring& Content Aggregator
Technical Doc Capabilities
Automated Editing
Translation Manager
DocOps Platform
Customer
Contextual Linkage to Product UI
Jive Communities
DocOps Plug&Play 3rd Party
Google Analytics
SFDC Support Data
Linkedin Marketing
Marketo Marketing
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DocOps delivers measurable results at CA
25%word count reduction due to content consolidation
10-25%decrease non-value add activities
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Start Your Own
Processes
Collaborators and silos
Executive-level support
Platform research
Prototype
UI and Programming help
Communication (over and over)
Transparency
Moving to DocOps
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Questions?
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