louise wiles
DESCRIPTION
Louise Wiles. Snr Director, Oracle Customer Services Oracle Corporation. Oracle Services. Personalized, Proactive Support. Superior Oracle Product Knowledge. Optimized Performance and Value of your Oracle Solutions. Accelerate Time to Value of your Oracle Environments. - PowerPoint PPT PresentationTRANSCRIPT
© 2008 Oracle Corporation – Proprietary and Confidential 1
Louise WilesSnr Director, Oracle Customer Services
Oracle Corporation
© 2008 Oracle Corporation – Proprietary and Confidential 2
Oracle Services
Personalized, Proactive SupportPersonalized, Proactive Support
Optimized Performance and Value ofyour Oracle SolutionsOptimized Performance and Value ofyour Oracle Solutions
Accelerate Time to Value of yourOracle EnvironmentsAccelerate Time to Value of yourOracle Environments
Superior Oracle Product KnowledgeSuperior Oracle Product Knowledge
Transforming Your Business withMeasurable ResultsTransforming Your Business withMeasurable Results
© 2008 Oracle Corporation – Proprietary and Confidential 3
Oracle Premier SupportWorld class support with a singular focus: Customer Success
Product Enhancements and Updates
Global Support Infrastructure
Proactive, Automated Support
Lifetime Support
Ecosystem Support
© 2008 Oracle Corporation – Proprietary and Confidential 4
Oracle Premier Support
Product Enhancements and Updates
Global Support Infrastructure
Proactive, Automated Support
Lifetime Support
Ecosystem Support
© 2008 Oracle Corporation – Proprietary and Confidential 5
Product Enhancements and Updates
Rights to future product releases (including Oracle Fusion), product upgrades, and patches and fixes—as well as tax, legal, and regulatory updates.
• Covers the full software stack:
Database, Middleware & Applications
• Applications Unlimited
• Major Upgrades and Architectural Shifts at no extra cost
© 2008 Oracle Corporation – Proprietary and Confidential 6
Oracle Premier Support
Product Enhancements and Updates
Global Support Infrastructure
Proactive, Automated Support
Lifetime Support
Ecosystem Support
© 2008 Oracle Corporation – Proprietary and Confidential 7
• Deep Expertise:• 14,000+ Service
Professionals with 6+ years average tenure
• 20,000+ Developers
• Complete Coverage:• Total IT Lifecycle
• Entire Software Stack
• 2000+ Products
• Global Presence:• 145 Countries
• 27 languages
Oracle Services: Unparalleled Scale
© 2008 Oracle Corporation – Proprietary and Confidential 8
Global Customer CareDedicated to your success
• Your link to Real-time Support Information• A unique service offered as part of your annual Support contract• Provides support on non-technical issues, or when you don’t
know whom to contact or where to get the information you need• Global Customer Care lets you speak to an experienced
professional with extensive knowledge of the Oracle organisation
• We will help you locate the information you need to be successful, or learn the most effective uses of our self-service tools
© 2008 Oracle Corporation – Proprietary and Confidential 9
Oracle Communities
Discussion Forums
Blogs WikisProduct/Service
Requirements & Ideas Rating
User ReputationBest Practice
Document Exchange
Oracle
Metalink
OTN, OPN, Oracle Wiki, Oracle Mix, Oracle Blog,
etc.
Complete Offering Partial Offering Not Offered
• Oracle MetaLink forums: 10,000+ distinct users (does not include employees)
• OTN: 6 million+ members
• Discussion forums: 600,000+ registered users
• Oracle Wikis: 5,000+ registered users
• Oracle Mix: 7,000+ registered users
• User reputation model: Oracle Ace and Oracle Ace Director
• 57 Oracle Ace Director’s + 117 Oracle Ace’s
• Peer nomination based, Oracle Committee selection process
© 2008 Oracle Corporation – Proprietary and Confidential 10
Web-Based
Support
Oracle Support – Vision for Communities
•Oracle-to-customer support model
•Peer-to-Peer support model •Resource network support model
•1:many ratio (Problem:Oracle resource)
•1:many ratio (Problem:Oracle + customer resources)
•1:many ratio (Problem: Oracle + customer resources + 3rd party)
•Oracle generated knowledge
•Oracle + customer submitted knowledge
•Oracle + customer submitted + dynamic content generation + 3rd party -> Extensive collective intelligence
•Customer transactions •Customer interactions •Customer driven
•One-size fits all portal •Personalized portal •Personalized + Dynamic portal
•80/20 “Push/Pull” •50/50 “Push/Pull” system •20/80 “Push/Pull” system
•Base customer intelligence •Customer intelligence increases •Expansive customer intelligence
Community
Support
Trusted Service
Network
Note: Term “customer” includes partners
Value-Added Support Realization
Results:•Exceed customer ROI expectations•Faster Time-to-Value
© 2008 Oracle Corporation – Proprietary and Confidential 11
Oracle Premier Support
Product Enhancements and Updates
Global Support Infrastructure
Proactive, Automated Support
Lifetime Support
Ecosystem Support
© 2008 Oracle Corporation – Proprietary and Confidential 12
AutomatedAutomated
PersonalizedPersonalized
How We Deliver Customer Success
CollaborativeCollaborative
Re
act
ive
Re
act
ive
Pro
act
ive
Pro
act
ive
Pre
ven
tive
Pre
ven
tive
Se
lf-C
orr
ect
ing
Se
lf-C
orr
ect
ing
Cu
sto
mer
Exp
erie
nce
Service Capabilities
© 2008 Oracle Corporation – Proprietary and Confidential 13
• System goes down
• You call Support
• You wait for Support to call back
• Support calls you back
• You download and install a patch
• System is eventually recovered
Reactive
Oracle Support – Transformation in ActionIt’s a journey…
Proactive
Predictive
© 2008 Oracle Corporation – Proprietary and Confidential 14
• System goes down
• You call Support
• You wait for Support to call back
• Support calls you back
• You download and install a patch
• System is eventually recovered
Reactive
Oracle Support – Transformation in ActionIt’s a journey…
Proactive
Predictive
• Support notifies you of the latest patches
• You figure out which patches apply to your system
• You download the new patches
• You install the new patches
• System outage is averted some of the time
© 2008 Oracle Corporation – Proprietary and Confidential 15
• System goes down
• You call Support
• You wait for Support to call back
• Support calls you back
• You download and install a patch
• System is eventually recovered
Reactive
Oracle Support – Transformation in ActionIt’s a journey…
Proactive
Predictive
• Support notifies you of the latest patches
• You figure out which patches apply to your system
• You download the new patches
• You install the new patches
• System outage is averted some of the time
• Specific software defect is identified
• You are automatically notified of the potential problem & impact
• You’re offered a remedy
• You implement the recommended remedy
• System outage is averted most of the time
© 2008 Oracle Corporation – Proprietary and Confidential 16
Proactive, Preventative Support
Collaborative support to proactively prevent problems and to accelerate problem resolution using process best practices and advanced support technologies.
• Configuration Manager
• HealthChecks
• Configuration-Specific Product and Security Alerts
• Maintenance Wizard
• Automated Testing and Assessments
© 2008 Oracle Corporation – Proprietary and Confidential 17
• Change Assistant• Support Assistant
• Upgrade Wizard• Application Deployment Manager• Script Checker Utility
• Support Assistant• Net Change Analyzer
• Change Assistant• Change Impact Analyzer• Visual Compare\Merge• Performance Monitor
• Maintenance Wizard• Oracle Diagnostics Test Setups
Proactive, Automated Support
© 2008 Oracle Corporation – Proprietary and Confidential 18
+ =
Reduces Direct Operational Costs
Reduces Indirect Costs
Customer Success
Greater value from Oracle Investments
Reduced Total Cost of Ownership
Superior Ownership Experience
30% Reduction in Service Request Log Time
20% Faster Response to Service Requests
40% Faster Issue Resolution
HealthCheck & Patch Advice leveraging Oracle Best Practices
25% Proactive Problem Avoidance with Alerts and HealthChecks
Reduces Unplanned Downtime
Customer Success
Configuration Manager
© 2008 Oracle Corporation – Proprietary and Confidential 19
Next Generation Support
• Embedded Configuration Management
• Extensive Knowledge Base & Communities
• Personalized & Proactive Service
Outcome: Customer Success
• 25% problems avoided
• 40% faster problem resolution
• 30% faster service request creation
• 97% of problems resolved quicker with targeted knowledge
Webstar Service Excellence Award 2003 through 2007
Introducing: My Oracle Support
SSPABest Embedded Product Support
2008
+
© 2008 Oracle Corporation – Proprietary and Confidential 20
My Oracle Support
Graphical View ofSystem
Health andCritical Patches
Based onYour
Environment
Graphical View of
Inventory and Usage
Quick Access to Tips and
Tricks. Many Customizable
Drop In Regions
Latest Breaking
News
Systems Are PrioritizedBased On Which System ConfigurationsHave Critical Issues Needing Attention
Page and RegionsRefreshedDynamically Real-Time
Personalized View Of Your Service Requests Based On What You Need To Do Today
Targeted Knowledge Based On Your Specific System Configurations
Manage Your Projects At A Glance
Engage Best Practices via Collaborative Support Environment
© 2008 Oracle Corporation – Proprietary and Confidential 21
Improve Proactive Advice
Role Based Personalization
Service Development Customer Benefit
Collector Mass Deployment
Integrate Configuration & Diagnostics
Extend Product Coverage
Advanced Analytics & Reporting
Configurable Alerts
Accelerate Adoption
Eliminate Points of Failure
Improve Lifecycle Management
Expand Service Capabilities
Improve Systems Management
Drive better business results
Reduce Complexity
Future Enhancements & Functionality
© 2008 Oracle Corporation – Proprietary and Confidential 22
Oracle Premier Support
Product Enhancements and Updates
Global Support Infrastructure
Proactive, Automated Support
Lifetime Support
Ecosystem Support
© 2008 Oracle Corporation – Proprietary and Confidential 23
Lifetime Support
• Continuous Applications innovation through Updates and
Upgrades
• Supports You at Every Stage of the Applications Lifecycle
• Lifetime Support Policy
• Applications Unlimited
• Business drives the Upgrade
Simple and predictable, our support policy covers your Oracle technology environment, from database to middleware to applications for the Lifetime of your software investment.
© 2008 Oracle Corporation – Proprietary and Confidential 24
Your Investment Protected For Life
FROM 5 YEARS TO FOREVER
0 1 2 3 4 5 6 7 8 9 10
SustainingSupport
ExtendedSupport
PremierSupport
Lifetime Support
Unlimited
© 2008 Oracle Corporation – Proprietary and Confidential 25
FEATURE• Lifetime Support Policy• Applications Unlimited• Support for your entire
Oracle technology stack• Protection of your Oracle
investments• Support for 5 years to
forever
VALUE
• Continuous Applications innovation through Updates and Upgrades
• Supports You at Every Stage of the technology investment Lifecycle
• Business drives the Upgrade
Lifetime SupportAcross Product Lines
Lifetime Support
Oracle Retail
SiebelSiebel
Oracle Database
JD EdwardsJD EdwardsWorldWorld
JD EdwardsJD EdwardsEnterpriseOneEnterpriseOne
OracleMiddleware
PeopleSoftEnterprise
Oracle E-Business
Suite
© 2008 Oracle Corporation – Proprietary and Confidential 26
Oracle Premier Support
Product Enhancements and Updates
Global Support Infrastructure
Proactive, Automated Support
Lifetime Support
Ecosystem Support
© 2008 Oracle Corporation – Proprietary and Confidential 27
Ecosystem Support
A history of technology innovation and cooperation with partners to support standards-based software and emerging technologies, ensuring quality support for all Oracle-based solutions.
• Joint Escalation Teams (JETs) with Infrastructure Partners
• Linux Support / Open Source Commitment
• One Stop Support for ISVs
© 2008 Oracle Corporation – Proprietary and Confidential 28
Support for the Complete Oracle Technology Stack and Ecosystem
Complete Technology Stack • Only Oracle provides support for the complete technology stack
• Single point of contact and support for applications, middleware, database and Linux support
Ecosystem Support• Infrastructure and strategic partners
• Industry standard technology stacks and emerging technologies
• Multiple database and middleware platforms
• One Stop Support for Independent Software Vendors (ISVs)
Most comprehensive in the industry– breadth and depth
Enterprise Linux
Database 10g,TimesTen IMDB,
Berkeley DB
FusionMiddleware
Oracle Tools / J2EE
Oracle, PeopleSoft,JD Edwards, Siebel,
Retek
Oracle Consulting
Oracle goes beyond the Oracle footprint to support our customers entire ecosystem –Only Oracle
© 2008 Oracle Corporation – Proprietary and Confidential 29
Oracle Unbreakable Linux Support
• Linux support available to any customer
• Dedicated development, test, and delivery teams
• Validated Linux configurations
• Backed by world’s largest software support team
• Ready 24x7 in 145 countries and 27 languages