Maintenance of Multiple High Performance Websites
In 2010, Bonnier undertook a strategic initiative to consolidate its 60+ online publications on a single Content Management System (CMS) in order to ensure uniform functionality, minimize maintenance costs, and to streamline online ad delivery and maximize ad revenues.
Starting in 1804 as a small bookstore and publishing firm, Bonnier Group is now a multichannel media company with experience and knowledge from a full range of media in 175 companies across 16 countries.
In 2010, Bonnier undertook a strategic initiative to consolidate its 60+ online publications on a single Content Management System (CMS) in order to ensure uniform functionality, minimize maintenance costs, and to streamline online ad delivery and maximize ad revenues. The maintenance of the newly migrated websites running on the new platform was going to present new challenges: several internal and external teams were continually delivering websites with new functionality, and the websites themselves were using multiple custom components that enhanced the capability of the CMS, including SMS modules, sales and marketing systems, outside search service, mobile applications, etc.
Bonnier decided to task First Line with providing 24x7 3rd level support for the newly migrated online publications’ websites as they went live (over 25 new websites in total), as well as several Bonnier Intranet websites.
First Line’s solution
First Line worked closely with the customer to develop the optimal maintenance and support processes and procedures. First Line’s responsibilities included reproduction of defects, severity estimation, triage and prioritization of maintenance tasks. While working on defect resolution, First Line specialists work with the client teams using innovative and highly effective estimation techniques (such as Scrum Poker and Kanban). Defect resolution and delivery of new functionality is performed in accordance with a number of quality metrics.
The First Line team also maintains the defect matrix and acceptance matrices, as well as the product documentation, change history and knowledge base.
As an innovative technique to prevent personnel fatigue in the high-pressure environment, First Line has been rotating engineers across delivery and maintenance teams sprint by sprint, thereby also ensuring knowledge dissemination and retention across all team members.
After the fixes or changes are submitted, First Line’s dedicated team of 5 test engineers working closely with the developers and the client performs comprehensive testing of the new code. Their job is made more challenging by the fact that full testing automation is impossible due to multiple integration-level dependencies. Still, First Line testers are able to maintain high levels of test coverage, by running comprehensive regression scenarios.
First Line was able to create a highly effective maintenance team that is pro- viding 3rd level 24x7 support to a broad range of websites in different object domains. A seamless and transparent process developed by First Line accommodates several internal and external delivery teams, maintains an effective support hotline with the client, and ensures proper knowledge management across the several teams.
Team size: 15
Methodology: Scrum, Kanban
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