A framework for web content management system operations and maintenance

Organizations increasingly utilize Web Content Management Systems (WCMS) to improve development speed, online flexibility and cost effectiveness for web applications. However, organizations lack the organizational processes and structure to effectively maintain WCMS. We propose a WCMS Process Framework for the operation and maintenance phase of Web Engineering. In this paper we elaborate on the construction of the framework. It encompasses the description of a generic IT Management framework and the inclusion of Web Content Management processes into a strategic, tactical, and operational level. The framework is validated through an expert validation consisting of three industry experts and a case study at a large Dutch telecommunications services provider. The case study substantiates our vision that the WCMS Process Framework contains a set of process descriptions that effectively supports the operations and maintenance of web applications.