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Presentation at ISTC conference, UK, 2010.
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Chaos theory (reversed) – Getting your act together
Chris Hadley
Director, Customer Care
About Micro Focus
Financial Services Manufacturing Health Care Telecom Retail / other
• High Growth International Software Company– Founded in 1976 – Global company with 1,500 employees – Trebled revenues, more than trebled profits in last four years– Top 10 European software company
• Leader in Enterprise Application Management & Modernisation– 15,000 current customers – Seven acquisitions in last four years – broad solution and product reach– Global partners Microsoft, IBM, Oracle, HP/EDS, Accenture
The requirements
My customers want help doing their jobs
My company wants more with less, faster, now and into the future
My team wants to be happy, energised, and recognised as making a difference
Blo
od p
ress
ure
2006 2007 2008 2009 2010 2011 2012
Net Express
...
Mainframe Express
Server Express
SOA Express
UKUS
CVS++
XMetaL withMF DTD
CHMHelp 2.0HTMLEclipse(PDF)
2006
Net Express
Revolve
Mainframe Express
Server Express
SOA Express
UK US
CVS++
XMetaL withMF DTDFrameMakerRoboHelpWord
CHMHelp 2.0HTMLEclipsePDF(PDF)
2007
HALBulgaria
ACU COBOL
Enterprise View
DBC/XDBC
Data Express
File servers
UKUS
CVS++
XMetaL with DITAXMetaL with BorlandXmetal with CPWRFrameMakerRoboHelpWord
CHMMSHCHTMLEclipsePDF(PDF)
2009HAL
Bulgaria
File servers
AustriaNet Express Server ExpressStudio EE Server EEMFE EE SOA ExpressData Express MWACU COBOL RM COBOLRevolve Enterprise LinkSilk Performer Silk CTMSilk Test DevPartnerQADirector QALoadStarTeam CaliberAppServer VisiBrokerRumba OnWeb Web2HostTeamDefine EclipseOpen PL/I etc etc etc
SVN
CMS
UKUS
CVS++
XMetaL with DITAXMetaL with BorlandXmetal with CPWR
CHMMSHCHTMLEclipsePDF(PDF)
2010HAL
Bulgaria
File servers
AustriaNet Express Server ExpressStudio EE Server EEMFE EE SOA ExpressData Express MWACU COBOL RM COBOLRevolve Enterprise LinkSilk Performer Silk CTMSilk Test DevPartnerQADirector QALoadStarTeam CaliberAppServer VisiBrokerRumba OnWeb Web2HostTeamDefine EclipseOpen PL/I etc etc etc
SVN
CMS
UKUS
CVS++
XMetaL with DITALegacy
CHMMSHCHTMLEclipsePDF
2011/2
Bulgaria
AustriaNet Express Server ExpressStudio EE Server EEMFE EE SOA ExpressData Express MWACU COBOL RM COBOLRevolve Enterprise LinkSilk Performer Silk CTMSilk Test DevPartnerQADirector QALoadStarTeam CaliberAppServer VisiBrokerRumba OnWeb Web2HostTeamDefine EclipseOpen PL/I etc etc etc
SVN
CMS
The goal: Help customers do their jobs
Documentation is good if:• it’s easy to find what you’re looking for• information flows naturally• it answers your question• it helps you do your job smarter
Help 2.0MSHV 1HTMLEclipsePDF
X+ +
The approach: Consistency and efficiency
XMetaL with DITAXMetaL with BorlandXmetal with CPWRFrameMakerRoboHelpWord
XMetaL withDITALegacy
CVS++
SVN
CMS
CVS++
File servers
SVN
CMS
The team: Still overloaded, but...
The future
XMetaL withDITALegacy
CMS
CHMMSHCHTMLEclipsePDF
??
What has gone well?
What could we have done better?
?
What next?
