Your company is a tech company whether you work in transportation, finance or entertainment. Do you deposit checks with your phone, use Uber for a ride or Netflix to stream a TV show? There is a reason that JPMorgan has more programmers than Microsoft – because all of the above has been done with software developed at supersonic-like speeds. Speeds that are necessary in today's application economy where your customers expect instant gratification in this new world. The question is, are you able to understand what your current or potential customers are experiencing? How fast can you collect, analyze and disseminate that critical data across the enterprise for resolution? At CA Technologies, we developed a platform to revolutionize how technical content is authored and developed – what we call DocOps. With analytics including machine learning, we can see where our customers or even potential customers are coming from, going to or what answers they are struggling to find. Data is then fed back to developers, product management, marketing, education or support so we can quickly take action to improve the experience. This presentation was given at Information Development World on October 1, 2015.

1. DocOps
The Analytical Window to Your Customer’s Experience
Wade Clements
Director Engineering Services (Business Intelligence)

2. Welcome to the
application economy

3. Today, Every Company
is a Software Company.
Are You?
In 2014, CEOs must focus on leading their
organizations to think like and become more like
“tech” companies, because within a few years,
digital business capabilities will dominate every
industry. Urgent action is needed because first-
mover advantage is common in digital business, and
fast followers must be very fast.
Gartner; “CEOResolutionsfor 2014—TimetoAct onDigital
Business”; Mark Raskino; March 5,2014

4. Agility
Collaboration
Continuous Integration
Automation
Operational Analytics
Development Operations
Application Economy Drives DevOps
DevOps

5. content supply chain has not kept pace
Content
Delivery
Development
(code/test)

6. 6 © 2014 CA. ALL RIGHTS RESERVED.
Development (code/test) GA Operations
Tech Writers / Document Management System
CA’s Content Supply Chain Before
 Tech Writers shadow development & publish PDF/HTML manuals
customer
Support / Services / Education ………….
 CA Teams fix document “bugs” by publishing standalone docs

7. 7 © 2014 CA. ALL RIGHTS RESERVED.
Resulting Impacts
 redundant content (no collaboration)
 voice of customer data non-existent
 unable to support agile development
 frustrating search experience across doc types
 low self-service
 metrics non-existent
 content locked down (80% +)

8. 8 © 2014 CA. ALL RIGHTS RESERVED.
DocOps “the cool cousin of DevOps”DocOps
DocOps Core
Automated
Translation
CA Employees
Cloud
On Premise
Collaboration
Continuous
Agility
Automation
Analytics
Integration
Contextual
Mobile
Analytics
Social Media
Marketing
Customer
Content Curators (technical writers)
Communities

9. 9 © 2014 CA. ALL RIGHTS RESERVED.
Content that supports the application economy
 collaborative authoring across the enterprise
 crisp and relevant content (curated)
 continuous update and delivery of content
 voice of customer
 contextual results
 extensive metrics
 mobile delivery

10. 10 © 2014 CA. ALL RIGHTS RESERVED.
DocOps Business Intelligence
Respond Predict
Data
Clean
Defined
Data
Predictive
Analytics
Predictive
Modeling
Advanced
Reporting
Dashboards
Value
Level of Effort
Why Did It Happen?
What Will Happen?

11. 11 © 2014 CA. ALL RIGHTS RESERVED.
Direct/Product
External Search
Customer Type
• Internal
• External
Customer Reach
• # New Visitors
• # Existing Visitors
Demographics
• Geo/Country
• Language
• OS
• Device Type
Referral
High Value Exit
(CA.com, Trial, Etc.)
Low Value Exit
(Support Case, KBs...)
Content Navigation/Search
Engagement (Type, Time & Depth)
Usage (Categories & Features)
Voice of Customer (Comments, Likes, Surveys)
Engagement
• Direct
• Search
• Referrals
Bounce Rates
Authentication
• Company Name
• User Name
• Product Profile
Navigation
• Search Activity
• Traffic Flow
Engagement
• Session Length
• # Page Views
Product Usage/Quality
• Top Content Categories
• UI Linkage Data
Leads
• Trials Signup
• CA.com Engagement
Support Activity
• Sev. ¾ Issues
• KB Traffic
Voice of Customer
• Satisfaction
• Likes/Dislikes
• Content Feedback
Performance
• Page Load Times
Users Access DocOps Activity Post-Session Activity
DocOps Analytics Journey

12. 12 © 2014 CA. ALL RIGHTS RESERVED.
DocOps Reporting

13. 13 © 2014 CA. ALL RIGHTS RESERVED.
DocOps Driving Quality (Samples)
Product UI
Translation
Education
Support
Content
Context Sensitive Help
Text Analytics (Search)
User Demographics

14. 14 © 2014 CA. ALL RIGHTS RESERVED.
DocOps Analytics Use Case
Support
Users
DocOps
Users
“Predict if someone
who came to DocOps
for a solution will
open a support call”

15. 15 © 2014 CA. ALL RIGHTS RESERVED.
Use Case Scenario
Customer Country Sessions Pages ViewedPages Per Session
Customer Z United States 15 95 6.3
XXXXXXXXXXXXXXXXXXX Norway 15 86 5.7
XXXXXXXXXXXXXXXXXXX United States 15 74 4.9
XXXXXXXXXXXXXXXXXXX India 13 39 3.0
XXXXXXXXXXXXXXXXXXX South Korea 12 22 1.8
Content Space Key Date Time (PST)
CA SiteMinder - Home sm1252sp1 5/4/2015 6:15
r12.x Migration Considerations sm1252sp1 5/4/2015 6:40
Clustering Policy Servers sm1252sp1 5/4/2015 11:33
Clustered Policy Servers Introduced sm1252sp1 5/4/2015 11:36
Configure Policy Server Clusters sm1252sp1 5/4/2015 11:37
Clustering Policy Servers sm1252sp1 5/4/2015 11:37
Configure Policy Server Clusters sm1252sp1 5/4/2015 11:42
Administrating sm1252sp1 5/4/2015 11:42
Configure a Policy Server as a Centralized Monitor for a Cluster sm1252sp1 5/4/2015 11:46
Cluster Configuration sm1252sp1 5/4/2015 11:47
Clustering Policy Servers sm1252sp1 5/4/2015 11:47
When All Clusters Fail sm1252sp1 5/4/2015 11:48
Configure Policy Server Clusters sm1252sp1 5/4/2015 11:58
_Dynamic Policy Server Clusters (HCO summary)_1291351 sm1252sp1 5/4/2015 11:58
When All Clusters Fail sm1252sp1 5/4/2015 11:58
_Dynamic Policy Server Clusters (HCO summary)_1291351 sm1252sp1 5/4/2015 11:59
Cluster Configuration sm1252sp1 5/4/2015 11:59
Server Clusters sm1252sp1 5/4/2015 12:02
Host Configuration Objects for Trusted Hosts sm1252sp1 5/4/2015 13:09
High Volume of DocOps Activity
by Customer
Missed
Deflection
Opportunity

16. 16 © 2014 CA. ALL RIGHTS RESERVED.
Sample Predictors
• Product Types
• Point of Entry
• Content Type
• Content Consumption PatternsIdentify Predictors
Of Opening Support Cases
Trained Model to Predict
Support Case Opening
History of DocOps
and Support Data
Current Data
Sample Model
Deflect Support Issues
Sample Models
• Classification
• Regression
• Recommendation
• Clustering

17. 17 © 2014 CA. ALL RIGHTS RESERVED.
Overall Impact of DocOps to Support Volumes
Rapid Adoption
of DocOps Platform
Declining Support
Volumes
DocOps
Deployed

18. 18 © 2014 CA. ALL RIGHTS RESERVED.
DocOps delivers measurable results at CA
27%
Initial word count reduction
due to content consolidation
>20%
Increase in efficiencies by
focusing on value-added
activities

19. Ask anything
Yes, I have a
question.

20. Director Engineering Services
wade.clements@ca.com
Wade Clements