It's valuable for us to be able to get data across the enterprise. We focus a lot on resources, so being able to get the actuals by project is big. We do reporting at the enterprise level and are focused on the portfolio management side of things, so communicating, aggregating, and analyzing are important. We are married to Business Objects InfoView.
Improvements to My Organization
In our organization we are very siloed, so our executive management doesn't always see the value in sharing data across the enterprise. We feel that the business isn’t using it to its fullest extent, although it does give visibility as enterprise projects are moving through different regions.
It allows us to collect all of the projects for which people want visibility across different lines of business, but we have a lot of leaders who don’t understand a lot of the value of the information and what we could be doing with it, which is a business problem – that has hindered out ability to leverage the functionality with the tool and therefore some of our project managers aren’t fully engaged with the solution. It’s a top-down problem, but the tool is fine.
We’re happy with it. Very few performance issues.
Customer Service and Technical Support
We have not been overwhelmingly happy with that. We had the dedicated resource option, but it was challenging for us when we ran across problems during times of upgrade because we didn’t seem to get the assistance we needed. The documentation wasn’t always correct or thorough, or necessarily updated from version to version. There are some basic documentation problems, so we have found more valuable information for troubleshooting in the communities.
We get a lot of “I don’t know” or “let me find that”, but with nothing in the documentation, so we have ended up going with a third-party to help us as they had more expertise.
It was already in production when I joined.
We haven’t leveraged the full functionality of the solution. The tool is pretty great, and we have implemented some unusual things and not implemented some of other functionality that would enhance our use case. There are have been some challenges on the reporting side with maintenance, and that adds to our frustration when we go through upgrade after upgrade.
The main thing is defining your requirements – don’t let the tool drive your requirements. Understand what your goals are, so you can track that and really get the value out of the tool. It would be smart to use the functionality that exists within the tool in the out-of-the-box state, and only customize as necessary. Take your requirements and match up with OOB functionality and do the gap analysis to make decisions. When we first implemented PPM, we tried to make it into a previous tool that we had, which was terrible, so we turned PPM into the same type of tool.
Also understand what resource constraints you have in your organization to decide whether it needs to be on-premise or on-demand. Understand what level of control you really need in your environment because there are some limitations in the SaaS environment that you need to be aware of.