Five Things to Consider Before Choosing your Professional Services Automation Tool

By Alyson Gallant, PMP, Project Administrator, LogicsOne

Choosing a Professional Services Automation (PSA) tool can be an arduous task. There are a number of options out there, and everyone’s business and workflows are unique. Also, the potential cost and time of evaluating a number of tools and running a proof of concept can be overwhelming.

Why do you need a PSA tool? A PSA tool is crucial to understanding where your resources are spending their time and the profitability of projects. A suitable PSA tool should allow your organization to continuously evaluate performance in order to improve and scale.

Like any Professional Services organization (or any organization looking to track time and budget on large internal projects), we’ve evaluated and used a number of different PSA tools. During the implementation of our current PSA tool, the Project Management Office (PMO) was lucky enough to have significant input into our PSA tool selection as well as the rollout to our Professional Services organization.

There is no one size fits all when it comes to a PSA tool, and there are many methods of evaluation, which we won’t get into here. However, here’s some food for thought based on our experiences for anyone preparing to search for a new PSA tool:

1) Can you consolidate your applications?
Do you have a lot of applications? Will your new PSA tool be an additional application for your users to use? Are your users experiencing application overload?? If so, have you investigated what your current CRM application already offers? A number of PSA applications are part of a larger suite, and the more modules you use, the better your data flows through.

2) Are you trying too hard to reinvent the wheel? Customization vs. integration.
One of the potential cons of going to a tool that you cannot customize is that you may have to change your workflow to fit the tool rather than having a tool that works with your existing workflow. But is that necessarily a bad thing? Using an application that hundreds or thousands of other customers are using can help provide a baseline for what your organization should be doing if your current workflow has a number of inefficiencies. Also, if you customize your tool, how does that affect future upgrades? Be open to revaluating your workflow. Look for a tool that is open to integrations with your other applications as an alternative to customization.

3) Is there an active community of users?
A great feature of a PSA tool is the energy and enthusiasm of the community of users. We did not have this with our first PSA tool, and it wasn’t until our second PSA tool that we recognized the value of this. Through an online community, users actively discuss new releases and provide feedback on forums open to all users. Users are encouraged to enter “New Feature Requests” and vote on them. We all know our time is highly prized during the workday, but sometimes it can be a good gut check when you’re running into an issue or workflow conundrum to take a look at what others are seeing or experiencing to see if you’re on the right track.

4) Are you able to roll out your tool in a staged approach?
If you have the luxury of rolling out a PSA in a staged fashion, this may be an easier way to encourage adoption of your users, as well as ensure you’re getting accurate data entered by your users. As we all know, change can be difficult, and when users are overwhelmed and unsure of a new process, it may not be the best setting for the most accurate information to be entered. If you have the ability to roll out a single module of your new PSA at a time, your users can focus on getting each process down correctly before moving onto the next new process. A staged approach may not always work for your rollout, but it is worth considering to ensure you have “good data”.

5) Are you willing to perform constant evaluation on the new tool and provide recurring training?
As rollouts can take time, there can be quite a gap between inputting your data into your new PSA tool and evaluating the data that you extract. What happens when you extract data that isn’t useful? What if the information is incorrect? You’ll need to constantly gauge how well your workflow is providing your management with information, and changing that workflow can require new training. Make sure to factor this in with the rollout of your PSA tool – the work is never done.
Are you in the market for a new tool to track your projects? What do you use currently, and what are your pain points?

 

If you do have any questions, this is something we can help with as part of our On Demand Project Management Offering, so feel free to reach out!

Why the cloud may require you to learn multiple words for snow

Cloud is at the centre of a convergence trend that is impacting people across all of ICT. This convergence is breaking down the walls that separated the traditional silos of IT, networking, storage and security. But with this breaking down of the walls we also need to better understand the subtleties of each others domains in more details.

A famous urban legend is that eskimos have many words for snow, as it makes sense to – if you spend your whole day in snow – to distinguish the subtle and not so subtle differences.

Similar in IT, where others simply refer to IT as IT, the people living in IT tend to distiguish between operations, development, support (helpdesk), testing, portfolio management, information and master data management, etc. etc.

And the same is true for networking, where others see the network (or even the internet) as a homogenous blob, the people running and …

Icahn Lashes Out at Dell Board & Dell Himself

After joining with Southeastern Asset Management in signing an open letter to Dell’s special board committee – which is wrestling with Michael Dell’s offer to pay $13.75 a share, 10 cents more a share, to change how the stockholders vote on his leverage buy-out offer is counted – telling the special committee he expected them to tell Michael Dell “no” – activist investor Carl Icahn wrote another open letter to Dell shareholders characterizing Michael Dell as a “whining” “sore loser” and major corporate “liability” and castigating the Dell board for “making a mockery of what little is left of corporate democracy at Dell.”

He tells them that “If my past record is any indication, I believe you will be happier and richer if you join me in voting against the Michael Dell/Silver Lake deal….It is time for Michael Dell and the Dell Board to go.”

Dell stock, which closed Monday, at $12.87, off seven cents from Friday, was suggestively rising after-hours to around $12.94 as the letter circulated.

The letter in its entirety reads:

Dear Fellow Dell Stockholders:

In their Merger Agreement, Michael Dell/Silver Lake agreed with the Dell Board that they would purchase Dell if, and only if, a majority of the outstanding shares held by unaffiliated stockholders voted in favor of the transaction. In that Merger Agreement, the Dell Board agreed with Michael Dell/Silver Lake that none of the current stockholders would be allowed to own shares in the newly formed company – they would be frozen out. Further, the Dell Board agreed, wrongly in my opinion, to let Michael Dell/Silver Lake purchase the stock at what I view is a very undervalued price.

Even though the Dell Board and Michael Dell/Silver Lake agreed that a majority of the outstanding stock held by unaffiliated stockholders would be required to approve the transaction, and even made that provision of the Merger Agreement non-waivable, this required vote has not been achieved. Reports have indicated, and it is clearly the case, that Michael Dell/Silver Lake did not have sufficient stockholder support at either the July 18 or July 24 meetings.

Instead of accepting defeat with dignity, Michael Dell, in his interview with The Wall Street Journal, complained that the Merger Agreement he negotiated is unfair. This is the very Merger Agreement that Michael Dell/Silver Lake agreed to, and ironically, Michael Dell, not the stockholders, initiated this proposed transaction. Is it Michael Dell’s alter ego who keeps whining about the unfairness of an agreement that he himself asked the Dell Board to accept?

I might be able to understand the actions of Michael Dell, who does not wish to lose a golden opportunity, but I cannot understand the actions of the Dell Board. The Dell Board approved a merger at what I believe to be a very undervalued price but they at least made it clear that an affirmative vote of a majority of the outstanding unaffiliated shares would be required to accept the Michael Dell/Silver Lake proposal, first at a meeting on July 18, and then again, on July 24. But reports indicate that Michael Dell/Silver Lake did not have the necessary stockholder support to approve their proposed transaction at either of the scheduled meetings. The stockholders have spoken. Additionally, millions of shares of Dell stock have been traded since the Dell Board signed the Merger Agreement which included the non-waivable stockholder approval requirement – a provision that Michael Dell now wishes to change. What about the stockholders that purchased and sold shares of Dell stock based on this provision? Why does the Dell Board continue this travesty? Why do they make a mockery of what little is left of corporate democracy at Dell?

In The Wall Street Journal interview, Michael Dell criticizes the fact that Icahn was not a stockholder when the process started. In effect, he seems to be saying that Icahn has no right to meddle with Michael Dell’s “super Dell” deal. I am also confused by Michael Dell’s statement that “after one of the most thorough processes in history the highest price that any of the parties was willing to pay was $13.65.” But what about our proposed Dell self-tender offer, which we believe has a total value to tendering stockholders of approximately $15.50 to $18 per share?* I guess Michael Dell believes a bid doesn’t count if it is made by someone who didn’t own the shares when the process began. Michael Dell should remember that it was he, not us, who put a value on the company, thereby placing it in auction, and Michael Dell and the Dell Board would do well to understand that in an auction, even a Dell auction, anyone has the right to bid.

Michael Dell spent many months crafting a merger agreement that would not only “freeze out” all unaffiliated stockholders but would also make it nearly insurmountable for anyone to make a competing bid. Michael Dell is correct when he says the Merger Agreement that he and the Dell Board agreed to is unfair. I believe it is unfair to the stockholders because of its effect on anyone who wishes to make a competing bid. Because of the inclusion of matching rights in favor of Michael Dell/Silver Lake, a competing bidder carries significant risk that their bid would just be topped by Michael Dell/Silver Lake, in which case they would have paid sizeable fees for financing commitments yet be without a deal, a situation we believe is unfair. If a competing bidder is effectively used as a stalking horse against the Michael Dell/Silver Lake transaction, it is reasonable to expect that the Merger Agreement should permit the company to enter into an arrangement with the competing bidder to receive a break-up fee to cover its financing expenses. I guess Michael Dell and his army of advisors did not count on anyone being willing to put up $3 billion of their own money in order to put forth an alternative proposal to Dell’s offer – but miracles do happen.

Conclusion Concerning The Wall Street Journal Interview Where Michael Dell Shows His True Colors

Throughout the interview Michael Dell makes statements such as “my focus throughout has been to our company’s customers and partners.” He states again “my focus first and foremost has been on the company and our employees, customers and partners.” Except in the context of having his deal pushed across the finish line, Michael Dell barely mentions the company’s stockholders. I guess he loses focus when the stockholders come into view. Michael Dell states that “we could do what we needed to do better and faster as a private company.” He has, therefore, for the good of the company, determined he must deny all stockholders the right to participate in the possible good fortunes of Dell in the future. The interview neglected to ask, or possibly Michael Dell refused to answer: “Did you ever once offer, or did the ‘independent committee’ ever ask you to offer, your stockholders a contingent value right or warrant so that they might also be able to participate in the good fortune that might result from you taking Dell private?”

Why I Am Involved

Our system of corporate governance in this country is dysfunctional. In my opinion, boards are empowered to do ridiculous and even inconceivable things to take advantage of stockholders. I have railed against this fact for years. But no one would believe, and with good reason, that I would risk $3 billion because I am outraged at the treatment of stockholders at Dell. While I am enraged, the major reason I am involved is that I believe the Michael Dell/Silver Lake transaction undervalues the company. I have spent many hours discussing Dell with experts, and there are many reasons to believe Michael Dell/Silver Lake’s proposal materially undervalues the company.

Perhaps the most important reason is Dell has a major liability that can be easily removed and that I believe would make the company a great deal of value. It is the CEO, Michael Dell. If Dell can replace Michael Dell, I think that the company would be worth far, far more. I do not say this facetiously. I fully expect to be able to identify a first-class person to run Dell if our slate of directors are elected at the annual meeting. Icahn has a history of bringing in strong new CEO’s that have gotten good results (for example, consider our activities in Biogen and Motorola, to name a few) and Icahn and Southeastern are beginning to see success in replacing top management at Chesapeake Energy. Bringing in a new CEO, unhampered by Michael Dell and the old regime, is in my opinion, both effective and necessary when attempting to turn a company around. It has often been my experience that removal of an underperforming CEO will allow a company to become more productive, more competitive and more profitable and has helped create billions in stockholder value for the companies that I have been involved with. If my past record is any indication, I believe you will be happier and richer if you join me in voting against the Michael Dell/Silver Lake deal. Finally, I can’t help but note that Michael Dell has fared much better selling over 62 million shares in the $32 to $40 range over different periods in the past 10 years. Unfortunately for stockholders, he seems to be a much better market-timer than a CEO. It is time for Michael Dell and the Dell Board to go.

Sincerely,

Carl C. Icahn

Icahn Enterprises LP

* Estimates are based upon the assumptions and calculations set forth in Definitive Additional Materials that we filed with the SEC on July 12, 2013 and July 16, 2013 and reflect only an illustration of the implied value of Dell based upon those assumptions and calculations. The foregoing and the information contained in the Definitive Additional Materials are not a prediction of the specific future market value of Dell stock or any warrant.

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Go cloud or go home, Gartner tells offshore providers

For offshore service providers, analyst house Gartner has provided a warning shot: ensure you’ve got a strategy to the cloud mapped out, otherwise your long term future will be at risk.

With public cloud services gradually gaining acceptance in the marketplace – the analyst house predicts the public cloud market will hit $180bn by 2015 – this represents something of an upswing.

This is all powered by Gartner’s influential ‘nexus of forces’ template, with cloud, mobile, social and information expected to drive business and IT for years to come.

Yet whilst Gartner advocates adopting cloud to keep up in the services industry, it’s not ‘make or break’.

“Cloud-based services will not replace offshore services, but will complement them,” Ian Marriott, Gartner research VP said.

“There will always be a need for ‘pure-play’ providers that operate a labour-intensive delivery approach. But for broad-based offshore providers that operate in multiple geographies …

US Government: Playing Jeopardy! with the Cloud

All too often organizations start with an answer while being unclear on what the question is. Case in point: the US government’s Cloud First initiative. Originally part of former Federal CIO Vivek Kundra’s 25-Point Plan to Reform Federal IT Management, Cloud First called for government agencies to move three existing applications to the Cloud and consider Cloud for any new IT initiatives. Why they would want to take such actions, other than simply to comply with the initiative, wasn’t clear.
In other words, the answer was Cloud First. But what was the question?

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Agile IaaS with the OVH Dedicated Cloud

It is common to see providers deploy cloud instances using automation, but what happens when these same principles are applied to the provisioning of the infrastructure?
In his General Session at 12th Cloud Expo, Jean-Sebastien Bruneau, Cloud Architect at OVH.com, provides insider information on how OVH, winner of the VMware Global Partner Network Award 2013, can make automation work to provide IaaS that scales within minutes.
Jean-Sebastien Bruneau is Cloud Architect at OVH.com. Based in Canada, he joined the team not long after OVH.com opened its first North American Datacenter and has been working his “Cloud-Fu” since. He divides his time evangelising, facilitating customers’ onboarding and leading the internal cloud training program.

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Breaking: GitHub Back Up After Today’s DDoS Attack

GitHub was essentially down for about an hour today, starting at around 11 am Eastern (1500 UTC) due to a reported DDoS attack. From their status page:

15:05 UTC We’re currently experiencing a large DDoS attack. The site is experiencing major packet loss and is mostly unavailable. We’re working to further mitigate the attack.

16:10 UTC We’ve mitigated the DDoS attack and the site should responding normally. We’re still investigating the cause of the small increase in exceptions when accessing the GitHub API.

Security and Availability Techniques for Cloud-Based Applications

Enterprise organizations are bombarded daily with the myriad reasons to deploy their line of business applications in the cloud. Efficiency, flexibility, cost savings, agility – and the list goes on and on – are just some of the benefits exhorted by cloud computing supporters. And industry analyst firms such as Gartner believe these various benefits will help drive spending on cloud services to $210 billion in 2016 [1].
By all accounts, the future of cloud computing is anything by cloudy. Unfortunately, that assessment doesn’t paint a complete picture of everything impacting cloud adoption at the enterprise level. High-profile outages at several different cloud providers have led some to question whether or not the cloud is reliable enough to trust to “important” applications. The typical argument goes something like this: “The Internet is great, but it wasn’t really designed for business use. I need to be really careful about what kinds of applications I put in the public cloud. In other words, it’s okay if email is out for a couple of hours, but we certainly couldn’t endure extended downtime if our supplier portal was inaccessible.”

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Cbeyond Shares Security Basics for SMBs

“When it comes to securing business information, taking the proper precautions on the front-end is well worth the time and effort,” said Cbeyond director of information security Jeff Jenkins, as Cbeyond shared its top five tips to help businesses secure critical information, maintain business continuity and ensure ongoing productivity.
Jenkins continued, “If your business does not have the in-house resources, it’s critical to consult with a technology ally who can provide the insight and support needed to secure your data and maintain operations.”
These guidelines, part of Cbeyond’s “Technology Ally” best practices series, are designed to help SMBs better communicate the benefits of securing information when addressing employees and customers in particular.

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Cloud Elements Releases Unified Twilio, SendGrid Messaging Hub

Cloud Elements, today announced the availability of a new developer tool to connect Twilio and SendGrid, the two leading cloud API platforms for SMS messaging, voice and email respectively via a single uniform application programming interface (API). The Cloud Elements Messaging Hub provides a single console to provision, integrate, monitor and maintain these services, providing an integrated messaging platform that delivers seamless interaction between the leading SMS, voice and email service providers. With Cloud Elements’ Messaging Hub, software developers now have the quickest and most cost-effective way to bring Twilio and SendGrid services into their SaaS applications.

Available without charge for the remainder of 2013, the Cloud Elements Messaging Hub allows developers to easily provision and integrate services within their specific environments with a simple click of a mouse. The Element’s singular dashboard offers automated monitoring, innovative tagging for granular account tracking, and seamless, interoperability between services (e.g., send an email, receive a text confirmation).

“Twilio is the top innovator in SMS and voice messaging services and SendGrid leads the email services market,” said Mark Geene, CEO of Cloud Elements. “Cloud Elements’ mission is to make it easier for developers to integrate, monitor and maintain the cloud services their applications depend on. Cloud Elements brings these two messaging leaders together with a uniform API and consolidated monitoring, logging and analytics. Developers can use both of their services in a fraction of the time with a fraction of the code.”

”We’re excited by what Cloud Elements is doing with their new Messaging Hub,” said Lynda Smith, CMO of Twilio. “Developers often work with multiple APIs in the process of building out their solutions. The Cloud Elements approach allows them to manage them from a single dashboard, freeing up more time to create cool things. We can’t wait to see what Cloud Elements’ customers build with this new tool.”

“Our mission at SendGrid is to make email simple, easy and fast for developers,” said Jim Franklin, CEO of SendGrid. “Cloud Elements is bringing our existing partnership with Twilio to the Cloud Elements customer ecosystem, and is making it even easier for developers to integrate both email and messaging by offering a singular, uniform API and dashboard. The resulting streamlined integration, maintenance and management benefits are big wins for any developer looking to save time and money.”

The cloud news categorized.