1. CERN IT Department CH-1211 Genève 23 Switzerland www.cern.ch/i t Services and Resources Web IT Services and Resources Web Pages A Proposal Tim Bell 1

2. Agenda Context Issues with current IT web sites Proposal Next Steps Services and Resources Web2

3. Context Current IT main web site is due to be replaced in the next month by a new look/feel –See http://information-technology.web.cern.ch The intention is that this site will be the official source of IT information from the department The new site has many areas as pointers to previous IT pages. This allows the new site to be introduced and the content gradually migrated Drupal is the selected technology for the site This discussion is addressing how we handle the pages under ‘Services and Resources’ Services and Resources Web3

4. New Site Services and Resources Web4

5. Services and Resources Services and Resources Web5

6. Current IT services sites issues IT services sites are of highly variable quality and structure Look and Feel is different for each service so users cannot easily switch from one service to another (e.g. printing) Service managers need to be web masters to do a good job Content is often out of date or orphaned Organisation changes require major efforts to find all group related information, such as FIOgroup pages still used extensively Keywords and cross linking are nearly non- existent 6

7. Services and Resources Web Issues continued Documentation audiences are not clear between newcomers, staff and service managers Searching for IT department official information is difficult as there are many sites and their authenticity is not clear Modern web technologies cannot be implemented across the IT department sites –RSS Feeds –User comments / feedback 7

8. Services and Resources Web Proposal Structure services and resources using modern site content architecture techniques –Separate content from presentation –Workflow management for draft, review prior to publication and archive –Multi-language support where appropriate Fully exploit the service catalog –Structure services by functional elements –Content ownership according to service catalog Cross linking of documents based on keywords and other taxonomy A set of experienced service managers agree standard approach and cascade to others 8

9. Services and Resources Web Content Type – Functional Element 9 Description of the service provided by a functional element (i.e. the operational level definition in ITIL terms) Fields –Support Hours –Quotas –Backup Policies –Lifecycle Management –Keywords –… Typical examples from IT sites –AFS Functional Element DescriptionAFS Functional Element Description –Vidyo Functional Element DescriptionVidyo Functional Element Description

10. Services and Resources Web Content Type – Organisation Unit 10 Describes the IT organisation unit such as a group or section Fields –Mandate –Group Leader –Deputy –Keywords

11. Services and Resources Web Content Type – Procedure 11 Describes how a user, power user or service manager can implement a desired activity Fields –Target Audience –Information Required –Steps to perform –Keywords

12. Services and Resources Web Content Type – News Item 12 Describes an item of interest for users, power users or service managers Fields –Target Audience –Article type such as tutorial, news item, blog –Functional Element –IT Organisation

13. Services and Resources Web Linking the content types 13 Using the various cross links between documents we can construct active pages –Each group has a list of its functional elements and summary in its pages –Each functional element can have a list of procedures and books associated with it –News articles can be made into time based (online CNL), functional element based (i.e. service news) and filtered by target audience for RSS feeds (i.e. give me all physics information for power users) Examples are for content structure not the presentation layer!

14. Putting it together at it-dev Services and Resources Web14

15. Putting it together at it-dev Services and Resources Web15

16. Service Description as a view Services and Resources Web16

17. User Guides as Drupal Books Services and Resources Web17

18. Vidyo using the same display Services and Resources Web18

19. Groups with list of their FEs Services and Resources Web19

20. Computer Newsletter? Services and Resources Web20 With RSS Feed!

21. Proposed Next Steps Agree on approach Implement content types on new site Need 3 teams –Service managers try to migrate their service site content to see if there are missing fields / content types –User interface specialists implement improve displays of FE, Group and Newsletter and multi-language support – Module team implement access control and workflow Cascade to other service managers Services and Resources Web21

22. Backup Slides Services and Resources Web22