XyEnterprise Customer Goes Live with DITA Content Management Solution

(www.tmcnet.com)

WAKEFIELD, Mass.-- XyEnterprise, a leading developer of XML content management and multi-channel delivery solutions, announced today that it has completed a comprehensive DITA implementation at one of the premier manufacturers of wireless handheld devices.

This DITA content management solution, built on XyEnterprise's Content@ content management software and the Darwin Information Typing Architecture (DITA), will be used to aid in the development of worldwide documentation.

XyEnterprise's Content@ DITA Solution includes the core Content@ content management software, as well as pre-configured DITA tools that enable authors, editors and publishers to work with DITA data and workflows more seamlessly.

This includes an out-of-the-box export/publishing tool to help end users begin publishing more quickly. Content@ also provides out-of-the-box integration to the DITA Open Toolkit, as well as support for multi-language services.

Kevin Duffy, CEO of XyEnterprise, says the successful implementation demonstrates that XyEnterprise is at the forefront of delivering real-world, DITA-based content management solutions. "DITA is fundamentally changing how XML-based content is created, managed, and distributed," says Duffy.

"Our expertise and out-of-the-box DITA solution can help companies of all types and sizes take advantages of DITA's benefits and achieve real ROI on their content management investment."

In fact, based on projected annual cost savings, this manufacturer expects to recoup the cost of their Content@ DITA Solution within just 14 months.

For this customer, adopting DITA was seen as essential in meeting their customers' and partners' need for targeted, customized documentation with expanded topics, more technical depth, and content optimized for output format (print, online, etc.) Reducing the cost and time involved in creating, managing and distributing technical publications in as many as 11 languages was also a top priority.

After an extensive RFP and vendor search process, the company selected XyEnterprise's Content@ DITA Solution as the most complete, integrated solution available. Industry analysts agree.

Jen Linton, senior consultant with Comtech Services and co-author of Introduction to DITA: A basic user guide to the Darwin Information Typing Architecture (Comtech Services, Inc., 2006), recently saw a demonstration of the Content@ DITA Solution and was impressed with XyEnterprise's comprehensive approach.

"DITA is only the foundation for more efficient content use. What's also needed is a robust content management system," says Linton. "XyEnterprise offers organizations a complete, integrated DITA solution with the workflow, versioning, navigation and assembly tools they need to hit the ground running."

XyEnterprise' longstanding commitment to evolving XML standards (such as DITA) also makes Content@ the perfect platform for organizations looking to transition to a DITA-based content environment. "Supporting DITA is a natural extension of Content@'s robust XML capabilities," according to Deb Boczulak, Content@ product manager, XyEnterprise.

"This allows us to leverage existing CMS core functionality to deliver a complete end-to-end DITA solution." About XyEnterprise XyEnterprise helps simplify and expedite the automated creation and delivery of content across the enterprise.

Named one of KMWorld's "100 Companies that Matter in Knowledge Management", we offer configurable and scalable XML content management and publishing solutions that maximize content reusability and repurposing.

Our unmatched XML expertise, the result of hundreds of successful deployments, is built upon a 20-year heritage of partnership with our customers.

XyEnterprise's content management and delivery solutions have been implemented by companies in publishing, financial services, government, manufacturing, high tech and aerospace/defense.

The company's headquarters is in Wakefield, Massachusetts, with locations throughout North America, Europe, Pacific Rim and Latin America. For additional information, please contact XyEnterprise at 781-756-4400 or visit www.xyenterprise.com.

Microsoft Details Upcoming Management Tools

(www.informationweek.com)

Upgrades to SMS 2004 and System Center Configuration Manager 2007 are slated to include user interface improvements, security features, and tools to manage client health.

Microsoft will release SMS 2003 R2 by the end of June as it preps System Center Configuration Manager 2007 for delivery next year.

As the company's annual management summit got underway in San Diego Tuesday morning, Microsoft provided a broad overview of its expanding System Center product lineup but later drilled down on the future of SMS, now named System Center Configuration Manager 2007.

During his keynote, Microsoft Server & Tools Senior Vice President Bob Muglia demonstrated System Center's new drag and drop feature for applying new policies, Task-based GUI interface to simplify use and tight integration with the Windows Vista client and the Network Access Protection feature in the next Windows Longhorn Server.

"Window Visa does not stand alone. It's an impotant part of the solution but it must work with Microsoft's management tools and so what we've done with MOM and SMS are they are engineered to work very closely with Vista, " Muglia said. "SMS is being built to take advantage of new image format of Vista.'

While those features drew applause from the more than 2,000 gathered in the San Diego Convention Center, product managers drilled down on a variety of other features planned for System Center Configuration Manager 2007 at a state of the union address after the keynote.

These include improvements to the client health, self-service software distribution, support for non-Windows platforms and an "advertisement" tracking tool, Microsoft product managers said.
Attendees cheered when Microsoft said it will provide self-healing client technology and a self-service portal that would allow users to access and deploy updates on their own.

Microsoft also drew applause by announcing plans to enhance reporting services, or more specifically, by citing the possibility of moving SMS's reporting services to SQL Server 2005 Reporting Services.

While those features won't see the light of day until 2007, Microsoft touted other pending releases of SMS to IT administrators and partners looking to upgrade customers in the aftermath of free SMS 2.0 support ending in March.

In the near term, the company expects to ship in May a Device Management Feature Pack that has been updated to support Windows Mobile 5.0 Pocket PC and Phone Edition, and Windows Mobile 5.0's password application.

This will allow IT administrators and managed service partners, for example, to use SMS 2003 to manage the new crop of Windows Mobile 5.0 phones and PDAs that are competing head to head against Blackberry devices. This will be included natively in System Center Configuration Manager 2007, Microsoft said.

Microsoft released SMS 2003 Service Pack 2 in February. It also plans to ship SMS 2003 R2 this quarter.

SMS 2003 R2, which is currently in beta testing, offers two key new features -- a scan tool for vulnerability assessment and, more importantly, an inventory tool for custom updates. The custom update tool will allow third-party ISVs to provide updates of their applications and allow customers to more easily update their in-house line of business applications.

Additionally, the tool will allow solution integrators and outsourcers to build catalogs of updates for their clients and other organizations that rely on their services.

Microsoft's top management software chief said the inventory tool for custom updates is high on the list for Microsoft customers.

"For many customers it's very significant to have a consistent update experience and this is one of those important requirements,' said Kirill Tatarinov, corporate vice president of the Windows and Enterprise Management Division at Microsoft, in a meeting with CRN. "We do have good response from the ISV community."

Muglia said the primary goal is to give IT administrators and partners a simple task-based user interface to replace the object-oriented one in SMS today and extend the company's characteristic drag-and-drop feature to make policy changes.

Nutrient Management courses

(www.agrinewsinteractive.com)

As a result of changes to Ontario Regulation 267/03 under the Nutrient Management Act (NMA), new or expanding farms of over five nutrient units (NUs) will be brought into the nutrient management program when they apply for building permits or intend to build earthen manure storages.

When this happens, a farm operator will be required to prepare a Nutrient Management Strategy (NMS) for approval, and a Nutrient Management Plan (NMP) to be followed and kept on farm for recordkeeping purposes and to produce in the event of an inspection by the Ministry of the Environment (MOE).

Strategies and plans have to be prepared by certified individuals - either consultants who have taken courses, prepared sample strategies and plans, and passed an exam; or farmers who have taken nutrient management training courses offered by the Ontario Ministry of Agriculture, Food and Rural Affairs (OMAFRA)

Taking the training courses, like nutrient management planning itself, can have many benefits for farm businesses. Last year, OMAFRA ran over 50 nutrient management training courses across the province and over 1,000 people attended. The courses were led by Ministry staff with expertise in nutrient management planning who made the information as practical and easy to follow as possible.

Currently, OMAFRA offers several training courses, including three courses designed specifically for plan preparers that are mandatory for anyone preparing plans, i.e., to become a "certified individual." They are: Regulations and Protocols, Fundamentals of Nutrient Management, and Developing a Strategy and Plan.

There is a 2-day Regulations and Protocols Course on April 4 and 5, 2006 in Belleville. The cost for this course is $90.00. To register or for more information please contact the Nutrient Management Toll-Free Information Line at 1-866-242-4460.

For a full list of Nutrient Management training courses check out the Nutrient Management pages on the OMAFRA website at: http://www.omafra.gov.on.ca/english/nm/cert.html

CA announces management moves

(www.ciol.com)

To drive FY07 growth strategy for Asia Pacific Japan region

MUMBAI: CA today announced four strategic senior management moves designed to help facilitate the company's FY07 growth strategy for the Asia Pacific Japan (APJ) region.

Shinataro Nezuka becomes country manager, president and representative director for CA Japan; Gavin Selkirk, former area manager and managing director, Pacific and director and area manager, Japan, has been promoted to vice president and executive assistant to CA's CEO, John Swainson; Tony Armfield becomes regional manager and managing director for CA Pacific; and Stuart Preston has been appointed country manager, CA New Zealand.

Nezuka holds a wealth of IT industry experience dating back to 1970. During his 35 years with IBM, he was responsible for many businesses and projects in Japan, as well as in other Asia Pacific nations and the U.S. He also contributed to the expansion of IBM's e-Business service and Linux businesses.

Selkirk was instrumental in the significant growth of the Pacific business, while managing a regional workforce of more than 500. More recently, he completed a short-term assignment as director and area manager, Japan.

Armfield succeeds Selkirk as area manager and managing director, Pacific. He was formerly country manager of CA's New Zealand office for three years, during which time he led a highly successful operation that delivered solid growth.

Preston will build on CA's business success to date in the NZ market. After joining CA in 2002 as sales executive, he focused on growing business in the Wellington market, successfully working with both private and public sector organizations.

Maximus software to drive fleet management in four states

(www.washingtontechnology.com)

Indiana, Maine, Minnesota and Washington have all announced contracts with Maximus Inc. to deploy software for managing their vehicle fleets.

Maximus of Reston, Va., will earn $1.7 million from the four contracts combined, a company spokesperson said. In Indiana, Maximus’ FleetFocus software will help the state manage its fleet of more than 10,000 vehicles and 50 maintenance facilities.

The company’s software will convert fleet management from three legacy systems into one common database with standardized, statewide coding. Three agencies—the Natural Resources Department, Transportation Department and Minnesota Travel Management Services—will implement FleetFocus in Minnesota.

Together, the three agencies have a fleet of more than 16,000 vehicles. The Transportation Department also implemented a Maximus fuel management system, which is fully integrated in its fleet management software. Maine’s Transportation Department, which had sought a scalable solution to manage its central fleet and remote locations, will implement both FleetFocus and Maximus’ enterprise asset management software.

The statewide implementation will track more than 5,000 vehicles. Washington’s General Administration Department’s Motor Pool program also will implement Maximus’ fleet management software. Motor Pool provides daily rental and assigned vehicles to other state agencies.

Motor Pool manages 1,400 vehicles, but estimates that number to double in the next four years, according to Maximus.

Maximus has about 5,200 employees and annual revenue of $647.5 million in fiscal 2005, according to Hoover’s Online of Austin, Texas.

Logic Dictates That Project Management Should Be Easy

(www.clickpress.com)

Logic Software Inc. releases a new version of its cutting edge Project Management & Task Tracking software - Easy Projects .NET 4.0

The human mind is the source that creates great technological advances, which help make life more efficient. Whether automobiles or air conditioning, Cat-scans or computers, jet engines or the Jacuzzi, the purpose of the invention is to make life easier for the masses.

Logic Software Inc. has embraced this concept with the release of Easy Projects .NET, one of the most advanced web-based systems for project management and task tracking.

In 2002, Easy Projects .NET was spawned by the frustration felt by executives of Logic Software, who recognized the need for a management system that was straightforward, easy to use and not bogged down with nonessential features.

“Our company strongly needed a tool to mange our own projects,” said Fred Jones, VP of Operations for the Toronto-based Logic Software. “We tried several out-of-the-box solutions as well as some open-source products.

However, we got frustrated with all the available tools and decided to create something that would give more flexibility to us and our customers.” The Logic Software team saw the problem as three-fold.

First, most open-source products were severely lacking in design and support. Second, the project solutions were more like project disillusions, with some of the biggest players in the software world providing products that were overloaded and complex.

And third, the pricing on these products was way over the line. These three factors led to the creation of Easy Projects .

NET, which has become an immediate hit with all of Logic Software’s customers. “Easy Projects provided an excellent foundation for managing our projects,” said Ganesh Kumaraswamy, Senior Developer of IT at the Canadian Council on Health Services Accreditation.

“With the source code licensing, we were able to easily customize the software and add our own modules, such as a call center data entry screen and corporate knowledge base.”

The source code feature is just one of the ways Easy Projects .NET distinguishes itself.

User-friendly installation and set-up is where Easy Projects .NET easily trumps the competition.

Furthermore, an intuitive interface lets businesses focus on their own project without the hassle of decoding an entire system. Features like multi-nesting give a customer access to an unlimited number of projects and tasks with as many sub-levels as necessary.

Email notifications, ready-to-use reports and a built-in issue tracking system are just a few of the high-tech advancements found within Easy Projects .NET. The benefits provided by Easy Projects .

NET, which is accessible anytime via the Internet, helps companies protect their most valuable resources – time and money.

“The time savings translates to cost savings,” said Kenny Young, President of Sheer Vision Technologies Inc. “Easy Projects .NET has helped us save about an hour a week per team member. … Needless to say, we are very happy with Logic Software’s product and services.”

It’s easy to see why Young and some of the world’s most successful companies like COX Communications rely on Easy Projects. NET. Productivity, profits and communication are fundamental principles for any successful business, and Easy Projects .

NET improves all three. Real-time project information, reduced paperwork and centralized data keep team members informed and producing. Accurate quotes and estimates help profits soar.

And file sharing, message boards and email keep all project members in the loop. When companies begin to brainstorm on what the best solution is for their project management needs, the accountants tend to cringe.

But Logic Software has created a customized pricing system that’s unmatched by any competitors. Using project management programs requires a separate access license for each user, whether they’re a member or a customer.

This can be costly and makes little sense since most customers typically don’t need full access. Easy Projects .

NET has created the solution with its “Limited User” plan, an account that streamlines costs by giving users the access that’s necessary. “Running a business is hard enough, so project management should be easy,” said Jones. “No company wants to get tied down with a convoluted and messy system.

Easy Projects .NET gives companies the tools and features they need, not the bells and whistles that are a waste of precious time and money.”

IPO & Asset Management Middle East 2006

(www.strategiy.com)

MEED is delighted to send you information regarding a new event which will shape the future of two of the region’s most significant financial areas.

IPO and Asset Management Middle East 2006 will provide the ultimate forums for the discussion and debate of a range of issues vital to your business’ growth.

IPO Middle East on day one will focus on the exciting developments IPOs are bringing to the region’s market.

The region’s regulators and major players from the financial and corporate arena will be present to answer your questions. Asset Management Middle East on day two will address the rising opportunities in regional asset management and explore the direction of global markets.

Hear directly from international and regional asset management leaders and take advantage of the unsurpassed networking opportunities. One and two day rates available.

For further information or to register call (+9714) 390 0699, email conferences@meed-dubai.com or visit the website at www.meed.com

Microsoft management shakeup follows Windows delay

(www.english.ohmynews.com)

SEATTLE _ Microsoft Corp. announced a reorganization Thursday of the unit that includes its flagship Windows operating system, two days after the company said the new consumer version of Windows would not be ready for the holiday season as planned.

The software maker said the changes are aimed, in part, to help Microsoft improve its online strategy.

Companies such as Google Inc. and Yahoo Inc. are fast developing Internet-based products that pose a threat to Microsoft's desktop-bound Windows and other programs. Microsoft has responded with a beefed-up online effort of its own, dubbed ''Windows Live,'' that is meant to complement its dominant Windows system.

The company said a reorganized Platforms and Services division will be made up of eight new and existing groups, including the Windows and Windows Live Group, led by Steven Sinofsky, a high-ranking executive currently in charge of developing many of the company's Office business products.

Sinofsky will focus on planning future versions of Windows, while longtime Windows executive Jim Allchin will work closely with another Microsoft executive, Brian Valentine, to finish the long-delayed Windows Vista.Another new group will focus on aspects of the Windows Live strategy, including the potentially lucrative online advertising market.

Other groups will work on the core operating system and the servers and software tools businesses.As previously announced, Allchin, co-president of the Plaforms and Services division, will retire next year.

Until then, he and co-president Kevin Johnson, formerly a Microsoft sales and marketing executive, will continue to lead the division.Microsoft also said that, as part of the changes, the head of its Security Technology Unit, Mike Nash, would be replaced by Ben Fathi.

Nash will take on another, as-yet-unannounced role.The changes follow a directive issued by Microsoft Chairman Bill Gates several months ago aimed at rallying his troops toward offering more ways to do things like store e-mail and manage business tasks over the Internet.

Microsoft also announced a restructuring in September, aimed at reducing bureaucracy that, some say, has hindered the company's ability to nimbly compete with companies such as Google.

Those changes grouped the company's seven business units into three divisions.

The latest reorganization comes two days after Microsoft said that the consumer version of Windows Vista, its much anticipated new operating system release, would be delayed until after the all-important holiday season. Some versions will be released to big businesses in November.

The delay, which comes because of Microsoft setbacks in completing functions including security enhancements, is expected to hurt companies that make Windows-based computers, while potentially giving a holiday sales boost to others, especially rival Apple Computer Inc.

Michael Cherry, an analyst with independent research firm Directions on Microsoft, questioned whether a change in executive leadership would solve the issues that led to the Vista delay and other setbacks.

Cherry said he is concerned there is a larger cultural problem at the sprawling software giant, in which management is afraid to tell top executives that projects cannot be completed in time, or with the myriad features that have been promised.

''You have to go back to some basic discipline, and I don't think that the Windows division and Microsoft has shown a lot of discipline,'' he said.

''And part of that is being sure about what you can do, is setting reasonable goals and sort of sticking to them.''Vista will be the first new version of Windows since XP was released in late 2001.

Some analysts had originally expected Vista to launch as early as 2003. But the system release was delayed, first by a companywide effort to improve security of all Microsoft products.

At another point, Microsoft also decided to attempt to overhaul the operating system so it would be easier to add new features.Over time, the company has scaled back its goals for Vista, deciding not to ship the product with an advanced system for storing and organizing data, called WinFS.

Microsoft does plan improvements to how users can find things like pictures, e-mails and documents, but the more sophisticated WinFS system won't be added until later.

Microsoft shares fell 38 cents to $26.77 in early afternoon trading Thursday on the Nasdaq Stock Market.

Eskom Improves Performance by IEX Workforce Management System

(www.news.tmcnet.com)


Eskom Holdings Ltd has realized substantial performance improvements by implementing the IEX TotalView Workforce Management system.

Following the implementation Eskom has finally placed the organization’s goals in line with global utility standards for best practices and increased service level goal attainment by more than 10 points.Using the solution Eskom can now operate the seven individual contact center locations as a single entity and has consistently achieved 95 percent schedule adherence from week-to-week.

Additionally the Workforce Management system by IEX has improved scheduling accuracy and smoothed out periods of understaffing and overstaffing while reducing reliance on expensive temporary staff.

IEX TotalView has also enabled Eskom to take agent skills and work preferences into account, which has further increased the staffing efficiency and effectiveness. Eskom has now gained contact center virtualization and overflow capabilities providing more flexibility to each individual site.

Before Eskom installed TotalView, it could not effectively plan and manage its agent workforce, since the company did not have an effective workforce management system in place.“Schedules were only issued once a year.

Adherence was not measured and neither was forecast accuracy,” said Kevin von Berg, corporate specialist of customer service at Eskom, in a press release.

“As a result, our off-peak shifts were heavily overstaffed, and there was little or no variation in scheduling requirements during the day or even the year.

Implementing TotalView has helped us overcome many of the barriers preventing us from managing the contact center efficiently and effectively.”

For more information, visit IEX and Eskom.

Nvidia Steps Up Validated Desktop Platform With Management Capabilities

(www.crn.com)

Business Platform features will now stack up against Intel’s


Nvidia’s plan for a validated desktop platform using processors from Advanced Micro Devices will include management capabilities that will compete directly with a similar offering from Intel.
Nvidia’s Business Platform, a combination of a stable image platform and quality testing that is expected to be rolled out officially within two weeks, contains hardware support for remote boot, restart and shutdown of PCs, said David Ragones, product manager at Nvidia.

Also built in is a hardware-based firewall program “that protects the system from viruses and other security threats but is smart enough to recognize remote management traffic and let it pass through,” he said.

“Without a doubt, management is an important feature right now,” said Doug Phillips, vice president of product and solutions at system builder Seneca Data, Syracuse, N.Y. “It is what everyone is talking about.”

Intel, in fact, has spent the past couple weeks talking up its next desktop platform to the channel. Expected this summer, the platform pairs Intel’s Active Management Technology with a new dual-core processor, code named Conroe; Intel’s stable image platform; and a marketing push geared toward remote management capabilities.

Intel has an advantage because it has an established stable image program already and has for years developed a reputation for quality among system builders. Nvidia’s program is important, many system builders said, because it offers an AMD-alternative platform with its own stable image and quality assurance necessary for selling into corporate and education accounts.

Nvidia, which with AMD is looking to expand into Intel’s corporate turf, already has an established brand in the consumer graphics market.

As CRN first reported in January, Nvidia, a Santa Clara, Calif.-based maker of graphics processors and motherboard chipsets, was piloting the program with a few large system builders. Ragones said 18 system builders—including Seneca Data, Equus, Compusys, Amax and Premio—are now committed to use the platform, and Nvidia is in the process of recruiting more system builders.

oxcon, Asus, Gigabyte and MSI have committed to manufacturing motherboards for the program.

Nvidia’s Business Platform combines a stable image platform synchronized with a similar program from AMD with certification testing by motherboard vendors and system builders.

Systems that meet the platform’s requirements will receive an Nvidia Certified stamp as a demonstration of quality that Ragones said Nvidia will eventually market to business customers.

In addition, drivers for the platform will work across all motherboards available in the platform to simplify imaging multiple systems in a corporate environment.

Environmental Management Solutions investors OK Onex fund's $20M investment

(www.cbc.ca)

TORONTO - Investors in Environmental Management Solutions Inc. (TSX:EMS), an embattled waste disposal company chaired by former Ontario premier Mike Harris, have accepted a $20-million deal giving eventual majority ownership to a fund run by Onex Corp.

Almost 98 per cent of the shares voted at a 20-minute meeting Wednesday favoured the agreement with ONCAP II Limited Partnership.

The private-equity fund managed by Toronto-based conglomerate Onex (TSX:OCX.SV) will invest $20 million in EMS units consisting 95 per cent of eight-year convertible debentures and five per cent of preferred shares.

The units will pay annual interest of five per cent, and initially give ONCAP II a 21 per cent voting interest, rising to 62 per cent of the company's equity after conversion.

The deal had been reached in December, coinciding with a settlement of litigation between EMS and company founder Frank D'Addario, who had been fired by the board early last year over alleged, but not proven, irregularities including excessive payments to himself and others.

D'Addario supported the ONCAP II deal, although he was prevented from voting his 24 per cent stake in EMS by of a court order arising from separate litigation with Robert Sansone, an outside claimant to D'Addario's shares.

"The ONCAP financing was the only financing that came into play," D'Addario said after the meeting.

"It's good for the shareholders, and we'll see what the board and its directors and management can do."

EMS stock, trading at almost $4 in early 2004, changed hands after Wednesday's meeting at 54 cents, up four cents on the day, representing a stock-market value of $20.5 million.

The conversion price under the ONCAP letter of agreement is 32.3 cents per share.

"We still have to work out the details in order to close this financing," Harris, his left arm in a sling and nursing a dislocated shoulder after slipping on ice during a snowmobiling excursion, said after the meeting attended by about 50 people.

"Then the company will be on a solid financial footing. It'll have a very solid majority-control shareholder who has substantial resources, so this company can grow," Harris said.
He added that he is committed to remain with EMS for the long haul.

"I believe very much in the people, I believe in the vision that's been presented.

There's obviously been opposing viewpoints as to how that vision should be executed and who should execute it, but I think we're on the right track," Harris added.

"Hopefully it's the end of a long, drawn-out saga," said D'Addario, 44, who started EMS in Ottawa in 1995 and expanded rapidly through acquisitions - some since divested by the new management under CEO Tony Busseri.

"I still like the company," D'Addario added. "I've built a great company - that's why people are fighting for it."

IEX Workforce Management System Helps Leading Power Producer Eskom Realize Substantial Performance Improvements

(www.chron.com)

Effective Skill Scheduling and Multisite Management Among Top Benefits
JOHANNESBURG, South Africa and RICHARDSON, Texas, IEX Corporation, a Tekelec

(Nasdaq: TKLC) company, today announced the substantial performance improvements Eskom Holdings Ltd has realized through its implementation of the IEX(R) TotalView(R) Workforce Management system.

Noteworthy performance improvements include:

Increased service level goal attainment by more than 10 points, getting the organization's goals in line with global utility standards for best practices

Enhanced call flow to multiple sites, enabling Eskom to operate the seven individual contact center locations as a single entity

Enabled Eskom to consistently achieve 95 percent schedule adherence from week-to-week
Improved scheduling accuracy, smoothing out periods of understaffing and overstaffing while reducing reliance on expensive temporary staff

Allowed Eskom to take agent skills and work preferences into account, further increasing staffing efficiency and effectiveness

Gained contact center virtualization and overflow capabilities, giving each individual site more flexibility.

IEX is a leading provider of workforce management and optimization technology used by contact centers of all types and sizes around the world. Eskom is one of the world's leading power producers, supplying virtually all of the energy to its home country of South Africa and more than half of the power across the African continent.

Prior to installing TotalView, Eskom's ability to effectively plan and manage its agent workforce was hindered by the fact that it did not have an effective workforce management system in place. "Schedules were only issued once a year.

Adherence was not measured and neither was forecast accuracy," said Kevin von Berg, corporate specialist of customer service at Eskom.

"As a result, our off-peak shifts were heavily overstaffed, and there was little or no variation in scheduling requirements during the day or even the year.

Implementing TotalView has helped us overcome many of the barriers preventing us from managing the contact center efficiently and effectively."

Eskom currently has more than 350 agents spread across seven locations that handle nearly 4 million service, credit and payment contacts per year.

GridApp offers multi-platform configuration management

(www.searchoracle.techtarget.com)

GridApp Systems Inc. has updated its Clarity software suite with a new component designed to let DBAs manage application configuration information in multi-platform database environments.

The New York City-based GridApp says its new Configuration Management Database (CMDB) can serve as the foundation for a "federated" or multi-tiered infrastructure by base-lining configurations, auditing user activity and instituting management processes and security controls at the database level.

"The lack of change control and configuration management for the database tier is a direct cause of downtime and loss of revenue," GridApp president and CEO Robert Gardos said in a statement.

Released last fall, GridApp's Clarity software enables DBAs to discover and inventory database versions and patch levels; track database configuration; provision database resources to meet business service level agreements; clone databases for product testing; repair faults in databases; and deploy patches.

Gardos has said that what differentiates Clarity from competing software offered by the likes of BMC Software Inc., Embarcadero Technologies Inc. and Quest Software Inc. is its focus on heterogeneous deployments.

Agencies seek cure for project management woes

(www.gcn.com)

Better planning, risk reduction seen as key factors

Orlando, Fla.—Project management challenges and the means of overcoming them remain at the forefront of senior federal IT leaders’ agendas.

Agency leaders soon will enjoy, or endure, additional oversight via the Office of Management and Budget’s Program Assessment Rating Tool, said Karen Evans, OMB’s administrator of the Office of E-Government and Technology at the Information Processing Interagency Conference last week.

“Project management is still a major category of weakness for the agencies,” Evans said. Other speakers at the conference echoed Evans’ concern about the quality of project management in the federal government. OMB will focus on agencies’ efforts to upgrade project management, Evans said. In light of the shortage of project managers, OMB officials are encouraging agencies to shift enterprise architects to project management work, she said.

Evans emphasized that OMB is requiring agencies to use earned-value management tools and that her agency has rejected agencies’ requests for approval to do EVM-lite or EVM-like project tracking.

Savings’ downside

In response to a question, Evans acknowledged that if agencies demonstrate cost reduction via more efficient technology, they run the risk of getting their funds cut and losing employee slots.

“That’s the reality,” she said. Additional perspectives on vexing project management issues emerged in a panel discussion.

Mike Sledge, president of Robbins-Gioia LLC of Alexandria, Va.’s civil division, cited statistics indicating that 18 percent of IT projects fail completely and an additional 53 percent exceed their budgets, experience schedule delays or perform poorly. One factor leading to project failure is unrealistic schedules, according to Sledge. “We all know it takes nine months to have a baby. If you put nine women in a room for a month, it’s not going to work.”

Additional factors include faulty planning, poor training and lack of a common terminology among project participants, weak support from upper management, underestimation of project complexity, poor project controls and unclear objectives, Sledge said. Good project management combines people, processes and tools into a program office with educated and experienced leadership able to generate decisions quickly, he added.

“The best project managers are those who have been on programs that failed,” he said. Treasury Department CIO Ira Hobbs said, “We have come to understand that the best friend a project can have is a good project manager.”

Dave Wooten cited the need to foster the next generation of project managers. Wooten works as associate deputy assistant secretary for policy portfolio oversight and execution at the Veterans Affairs Department.

“Project management is risk management,” Wooten said, adding that it also requires agile responses to changed conditions and a customer focus.

Greg Giddens, program manager for the Homeland Security Department’s SBI.net project, added that there are differences between IT operations in civilian agencies and in the Defense Department, where the Pentagon has created a career path for project managers.

The evolution of federal IT projects in the direction of using more contractors has created some unfairness in personnel rankings, Giddens said. Now that the proportion of federal employees in program offices has dwindled, an official responsible for a multimillion-dollar program might be told, “You only manage four people, so you grade out as a 13,” he said, referring to the General Schedule-13 rank in the federal personnel system.

CA unifies IT management tools

(www.itweek.co.uk)

CA’s latest Desktop and Server Management tools are part of an initiative for more integrated control of IT systems


CA has launched a new IT management system, drawing together a range of tools to help firms control their desktop and server environments.

CA Desktop and Server Management r11 is part of the software vendor’s Enterprise IT Management initiative for simpler unified management of technology systems.

Desktop and Server Management r11 combines asset management and patch management tools with software delivery capabilities, which can automate the distribution of software to ensure compliance with policies, said CA. It is based on a common architecture and can integrate across various desktop and server management products, and also allows IT staff to control Linux servers and desktops from Windows PCs.

CA also introduced other new products for the launch. CA Desktop Management Suite for Windows offers desktop management and backup capabilities for PCs, and is designed to reduce the time required to configure machines and maintain hardware and software inventories.

And CA’s new Unicenter Patch Management system, backed by a research team, monitors and distributes relevant patch information to customers.

The new Desktop and Server Management system can also integrate with CA Service Management r11 and CA Asset Management r11, which use the same centralised management database. CA said this could help firms run multiple operations using the same internal data sets.