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DocOpsThe Analytical Window to Your Customer’s Experience
Wade ClementsDirector Engineering Services (Business Intelligence)
Welcome to the application economy
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; “CEO Resolutions for 2014—Time to Act on Digital Business”; Mark Raskino; March 5, 2014
Agility
Collaboration
Continuous Integration
Automation
Operational Analytics
Development Operations
Application Economy Drives DevOps
DevOps
content supply chain has not kept pace
ContentDelivery
Development(code/test)
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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
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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% +)
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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
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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 © 2014 CA. ALL RIGHTS RESERVED.
DocOps Business IntelligenceRespond Predict
Data
CleanDefined
Data
Predictive Analytics
Predictive Modeling
AdvancedReporting
Dashboards
Valu
e
Level of Effort
Why Did It Happen?
What Will Happen?
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
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DocOps Reporting
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DocOps Driving Quality (Samples)
Product UITranslationEducationSupportContent
Context Sensitive Help
Text Analytics (Search)
User Demographics
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DocOps Analytics Use Case
Support Users
DocOpsUsers
“Predict if someone who came to DocOps
for a solution will open a support call”
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Use Case Scenario
Customer Country Sessions Pages ViewedPages Per SessionCustomer Z United States 15 95 6.3XXXXXXXXXXXXXXXXXXX Norway 15 86 5.7XXXXXXXXXXXXXXXXXXX United States 15 74 4.9XXXXXXXXXXXXXXXXXXX India 13 39 3.0XXXXXXXXXXXXXXXXXXX South Korea 12 22 1.8
Content Space Key Date Time (PST)CA SiteMinder - Home sm1252sp1 5/4/2015 6:15r12.x Migration Considerations sm1252sp1 5/4/2015 6:40Clustering Policy Servers sm1252sp1 5/4/2015 11:33Clustered Policy Servers Introduced sm1252sp1 5/4/2015 11:36Configure Policy Server Clusters sm1252sp1 5/4/2015 11:37Clustering Policy Servers sm1252sp1 5/4/2015 11:37Configure Policy Server Clusters sm1252sp1 5/4/2015 11:42Administrating sm1252sp1 5/4/2015 11:42Configure a Policy Server as a Centralized Monitor for a Cluster sm1252sp1 5/4/2015 11:46Cluster Configuration sm1252sp1 5/4/2015 11:47Clustering Policy Servers sm1252sp1 5/4/2015 11:47When All Clusters Fail sm1252sp1 5/4/2015 11:48Configure Policy Server Clusters sm1252sp1 5/4/2015 11:58_Dynamic Policy Server Clusters (HCO summary)_1291351 sm1252sp1 5/4/2015 11:58When All Clusters Fail sm1252sp1 5/4/2015 11:58_Dynamic Policy Server Clusters (HCO summary)_1291351 sm1252sp1 5/4/2015 11:59Cluster Configuration sm1252sp1 5/4/2015 11:59Server Clusters sm1252sp1 5/4/2015 12:02Host Configuration Objects for Trusted Hosts sm1252sp1 5/4/2015 13:09
High Volume of DocOps Activity by Customer
Missed Deflection
Opportunity
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Sample Predictors• Product Types• Point of Entry• Content Type• Content Consumption PatternsIdentify Predictors
Of Opening Support Cases
Trained Model to PredictSupport Case Opening
History of DocOpsand Support Data
Current Data
Sample Model
Deflect Support Issues
Sample Models• Classification• Regression• Recommendation• Clustering
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Overall Impact of DocOps to Support Volumes
Rapid Adoption of DocOps Platform
Declining SupportVolumes
DocOpsDeployed
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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
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