cern it department ch-1211 genve 23 switzerland t services and resources web it services and...

CERN IT Department

CH-1211 Genève 23

Switzerlandwww.cern.ch/

it

Services and Resources Web

IT Services and Resources Web Pages

A Proposal

Tim Bell

1

Agenda

• Context• Issues with current IT web sites• Proposal• Next Steps

Services and Resources Web 2

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’


New Site


Services and Resources



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• Content is often out of date or orphaned• Organisation changes require major efforts to find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


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

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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

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Content Type – Functional Element

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• 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 Description– Vidyo Functional Element Description

https://service-vidyo.web.cern.ch/node/14


Content Type – Organisation Unit

10

• Describes the IT organisation unit such as a group or section

• Fields– Mandate– Group Leader– Deputy– Keywords


Content Type – Procedure

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• Describes how a user, power user or service manager can implement a desired activity

• Fields– Target Audience– Information Required– Steps to perform– Keywords


Content Type – News Item

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• 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


Linking the content types

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• 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!

Putting it together at it-dev


Service Description as a view


User Guides as Drupal Books


Vidyo using the same display


Groups with list of their FEs


Computer Newsletter?


• With RSS Feed!

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 managersServices and Resources Web 21

Backup Slides


cern it department ch-1211 genve 23 switzerland t services and resources web it services and...

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