Gone are the days of static, bulky, “authorized” content. Today's information consumers are global and more connected to communities instead of static help, manuals, and knowledge bases. DocOps is about creating a content supply chain. Collaborative, agile and continuous, DocOps lets teams "curate" content from internal and external authors throughout the product lifecycle. Content can be delivered on the web where consumers can create their desired output for only those articles they require. Content can also be linked to application UIs to provide dynamic, collaborative, assistance. Analytics provide curators with continuous operational feedback so they can make changes on the fly to improve the customer experience.

1. Learn How CA Technologies Broke the Rules:
“their DocOps Approach to Agile Technical Content”
Adriane Hunt
CA Technologies
STC Summit
June, 2015

2. 2 © 2014 CA. ALL RIGHTS RESERVED.
business is being rewritten by software
• mobile devices
• cloud computing
• Internet Of Things
requires business agility
@adrianehunt #STC15

3. 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
@adrianehunt #STC15

4. 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
@adrianehunt #STC15

5. 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
@adrianehunt #STC15

6. attributes wanted!
• agility
• continuous updates
• collaborative authoring
• customer interaction
• content aggregation
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7. DocOps Platform
Collaborative Authoring &
Content Aggregator
Tech Doc Capabilities
Automated Editing
Translation Management
DocOps Platform
customer
Vendor: 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

8. Under the Covers
Author or
Update
Review
Translate
Release
Feedback
Reply
The DocOps Process
@adrianehunt #STC15

9. Data-driven Continuous ImprovementThe DocOps Dashboard
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10. 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
@adrianehunt #STC15

11. 11 © 2014 CA. ALL RIGHTS RESERVED.
DocOps: Landing pages
PDF & ePub Export
Corporate Look & Feel
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12. 12 © 2014 CA. ALL RIGHTS RESERVED.
DocOps: Product Details
Language Drop Down
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13. 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
@adrianehunt #STC15

14. DocOps delivers measurable results at CA
25%
word count reduction due
to content consolidation
10-
25%
decrease non-value
add activities
@adrianehunt #STC15

15. 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
@adrianehunt #STC15

16. Director DevOps & DocOps Services
Adriane.Hunt@ca.com
Adriane Hunt
@adrianehunt #STC15

17. Questions?
@adrianehunt #STC15