oracle premier support – creating customer value
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Oracle Premier Support – Creating Customer ValueHelmut WeymannGlobal Customer [email protected]
The following is intended to outline our general product direction. It is intended for information purposes only, and may not be incorporated into any contract. It is not a commitment to deliver any material, code, or functionality, and should not be relied upon in making purchasing decisions.The development, release, and timing of any features or functionality described for Oracle’s products remains at the sole discretion of Oracle.
Agenda • Transforming Oracle Support
• Maintaining System Stability• My Oracle Support Portal
• My Oracle Support Configuration Manager
• My Oracle Support Community
• Support and Diagnostic Tools
• Lifetime Support
• Support Resources
• Best Practices for Reactive Issues
Critical IT Priorities
Source: IDG Research Group, October 2008
1 Maintaining systems security2 Reducing costs3 Improving system performance4 Increasing or maintaining uptime/availability5 Increasing internal customer satisfaction
Worldwide Customer Survey
“The types of services that are most helpful in obtaining operational
excellence are those that affect overall cost including: quality of an
implementation and guidance to improve efficiency of operations.”
CIO Magazine, November 2008
Services Drive Down IT Costs
Oracle Support Priorities
• Minimize system disruption through:
• Problem Avoidance• resolving configuration and data issues that would
cause processes to fail
• Self Service Resolution• resolving problems without the need to contact Oracle
Support
• Reduction in Resolution Time• minimizing the time spent to resolve an issue
• 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
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
Which support model would you rather have?
Support Maturity ModelSimplifying Complexity
Transforming the User Experience
8
Next Generation Support Platform
SupportCommunities
Configuration Management
Support Innovations – My Oracle Support
Integration (AIA)
Personalized Knowledge
Personalized Knowledge
Easy to NavigateEasy to Navigate
Faster and More Efficient
Faster and More Efficient
Predictive/Proactive Support Advice
Predictive/Proactive Support Advice
Faster Problem Resolution
Faster Problem Resolution
Improved Systems Stability
Improved Systems Stability
Real-Time CollaborationReal-Time
Collaboration
Web 2.0 Technologies
Web 2.0 Technologies
Extensive Expert Network
Extensive Expert Network
My Oracle Support
(https://support.oracle.com/)
Main Dashboard – Region Personalization & Options
Setting Region Display Attributes The pencil icon (available on most regions) allows you to specify what content is displayed in a region. For instance, in the Service Request region, you can modify the title,
number of items displayed, filter by created by me, and filter by support identifier.
Edit
• Minimize or Maximize regions• Expand Region to full screen
Displaying tabular information, you can sort information by any column, as well as change the width of columns. Some regions
also provide the option of selecting which columns are displayed as well as allowing you to copy the content of a region to the
system clipboard.
Drag and Drop
Getting Started
Quick access to Tips and Tricks. Many customizable drop-in regions
Monitor System Health
Graphical view of system health & critical patchesbased on your environmentGraphical view of system health & critical patchesbased on your environment
Manage System Inventory
Graphical view of system inventory.
Review System Information
Systems prioritized based on which system configurations have critical issues needing attention
Personalized Knowledge
Targeted knowledge based on your specific system configurations
Latest Information
Latest breaking news
Manage Service Requests
Personalized view of your service requests based on what you need to do today
Monitor Projects
Manage your projects at a glance
Patch Planning
Identify and review patches specific to your environment
Explore Available Knowledge
See document id 603505.1 for additional information on Knowledge Home and Searching
My Oracle Support Configuration Manager
A Support capability that automates configuration information exchange between Oracle and our customers enabling faster resolution and proactive detection of issues that our customers might encounter. My Oracle Support utilizes core configuration management capabilities available from Oracle Enterprise Manager and provides:
• The ability to define configurations and organize projects• A view of System details and changes• Create, track, and status Service Requests• Advanced Knowledge Management capabilities• Proactive problem avoidance with HealthChecks• Proactive Product and Security Alerts• Service Request Priority Handling
• (Pilot Program Database, PFST, Siebel, FMW, and EBS.)
Getting the most out of My Oracle Support
Change Management with My Oracle Support
Manage software upgrades with My Oracle Support for easier and smoother upgrades
PrepareUpgrade
ExecuteUpgrade
Optimize SystemHealth
Track SR’s for each phase using Upgrade ProjectView previous known stable configuration using Prior SnapshotView all changes that happened on any day in a selected timeframe using Change HistoryTrack changes daily with automated configuration uploadsView proactive Security and General Alerts specific to your configurationsOptimize configuration performance with HealthChecks
• Centralize configurations
• Patch management and advice on patches to be applied before executing an upgrade
• Track configuration changes and service requests created with upgrade project
• Maintain configurations at optimum performance using HealthChecks and proactive alerts to prevent problems
• New HealthChecks are continuously added based on Oracle best practices
Install Oracle Configuration Manager for automatic configuration discovery, collection, and upload View detailed configurations showing patch recommendations and proactive alertsCreate an Upgrade Project to associate configurations and related service requests to the Upgrade project.
My Oracle Support Community
Engage Best Practices via collaborative support environment
My Oracle Support Community
Recent content (discussions, documents, etc.)Can be accessed via the Community Tab or directly through http://communities.oracle.com
Support and Diagnostic Tools
• 10g and 11g Upgrade Companion• Remote Diagnostic Agent (RDA)• 300+ DBA Script Library• ORA-600/7445 Lookup Tool• Performance Tuning Tools (Linux and Unix only)• SQL Tuning Scripts
• Maintenance Wizard• EBusiness Diagnostic Support Pack• R12 Ebusiness Information Center
• Upgrade Wizard• Application Deployment Manager• Script Checker Utility
Support and Diagnostic Tools
• Change Assistant• Support Assistant• Performance Monitor
• Change Assistant• Change Impact Analyzer• Performance Monitor
• Support Assistant• Net Change Analyzer
World-Class Self-Diagnostics Embedded in Products and Integrated with Support
HealthMonitoring
11g Health Monitor
First FailureCapture
Auto Service RequestCreation
11g Fault Diagnosability
CriticalError
OracleSupport
Enterprise Manager Support
Workbench
My Oracle Support
Monitor Detect Diagnose Resolve
Oracle’s Lifetime Support PolicyYour Investment Protected For Life
FROM 5 YEARS TO FOREVER
0 1 2 3 4 5 6 7 8 9 10
SustainingSupport
ExtendedSupport
PremierSupport
Unlimited
Lifetime Support Policy DeliverablesFeature Premier
SupportExtended Support
Sustaining Support
Major Product and Technology ReleasesMajor Product and Technology Releases
Technical SupportTechnical Support
Access to Knowledge BaseAccess to Knowledge Base
Updates, Fixes, Security Alerts and Critical Patch Updates, Fixes, Security Alerts and Critical Patch UpdatesUpdates
Pre-existing OnlyPre-existing Only
Tax, Legal and Regulatory UpdatesTax, Legal and Regulatory Updates NoNo
Upgrade ScriptsUpgrade Scripts NoNo
Certification with existing Third Party Certification with existing Third Party Products/VersionsProducts/Versions
NoNo
Certification with New Third Party Certification with New Third Party Products/VersionsProducts/Versions
NoNo NoNo
Certification with new Oracle ProductsCertification with new Oracle Products NoNo
http://www.oracle.com/support/lifetime-support-policy.html
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Additional Support Resources
Product Information Centers
• One Stop Shop for specific Release information• Upgrade Tools and Tips• Critical Patch Updates• Announcements• Localizations
• EBS• PSFT• JDE• Siebel• Fusion Middleware• Database
Customer Success Self-AssessmentGet more value out of your Oracle investment
• 10-15min Complementary Online Survey on 5 Domains
• Strategy• Process• Technology• People• Governance
• Receive Personalized Benchmark Study• Compares results to peers• Provides advice on 25 good practice areas• Recommends actions to improve practices• Highlights Oracle services to assist in practice
improvements• Navigate Oracle’s Customer Services
Catalog • Complete portfolio of services across the
solution lifecycle (ITIL) on oracle.com
Oracle Customer Success Assessment
www.oracle.com/goto/customersuccess
Oracle Customer Services CatalogComplete portfolio of services covering the entire solution lifecycle
• Developed to assist customers in:• Reducing total cost of ownership• Lowering risk• Improving business value
• Dynamic filtering and navigation to your required services:
• ITIL Phase• Oracle Line of Business• Alphabetical
• Summary descriptions of all support services:
• Click through to further detail
www.oracle.com/goto/servicescatalog
Transfer of Information (TOIs)
• TOI New Features online Training • Available to Oracle Supported
customers at product release.• These online courses provide
release-specific product knowledge that enables your functional and technical teams to plan, implement/upgrade and support Oracle Applications and Technology products effectively and efficiently.
• Available for:• Agile,
Application Integration Architecture (AIA), CRM On Demand, Demantra, Hyperion Performance Management, JD Edwards EnterpriseOne, JD Edwards World, Oracle E-Business Suite, Oracle Healthcare, Oracle Life Sciences, Oracle Retail, Oracle Transportation Management (OTM), Oracle Workforce Scheduling, PeopleSoft Enterprise, Social CRM, and Siebel.
• Document id 605155.1
Community Resources in Web 2.0Connecting People to People not just People to a Portal
• My Oracle Support, Communities• OTN Forums • Oracle Wiki• Oracle Blogs• Oracle Podcasts• Oracle Newsletters• Oracle Mix• AskTom• OracleCommunity.net• UserGroups
• Knowledge Base, Conf. Paper Archives, Forums, WebEvents, CABs, SIG’s, RUG’s and ER Voting System
(Slide contains live links to the above sites)
Support Newsletters• Support Newsletters enhance the
service experience with Oracle Support by proactively providing valuable information.• News• Technical Content• Technical Updates
• Focuses on specific product areas• View current newsletters through
document id 222.1• Subscriptions can be received via
email, subscribe through www.oracle.com/goto/subscribe
Best PracticesFor
Reactive Issues
Service Request Severity Definitions
Severity Level 4
Severity Level 3
Severity Level 2
Severity Level 1
No Business Impact
Minor Business Impact
Serious Business Impact
Critical Business Impact
No loss of service or resources
Minor loss of service or resources
Severe loss of service or resources w/o acceptable workaround
Complete loss of service or resources and work cannot reasonably continue - the work is considered “mission critical”
When you have an issue…• First, search the knowledge base for a possible solution
• Log your Service Request through My Oracle Support
• Provide as much detail as possible when logging your Service Request including:• Product and version (e.g. V6.0.2.2 instead of V6)• Database and version• Client Operating System• Environment where the problem is occurring (e.g. Development,
Production, Test)• Product Area (e.g. Assignment Manager, Installation,
Configuration, etc)• Relevant error numbers, if any, and text exactly as it appears.
Additionally include… • A complete description of the issue:
• Include as many details as possible• Include a detailed history of the environment and
any changes• Is the issue reproducible• Detailed replication steps• Troubleshooting steps• Did you try any suggested solutions – document
these as well along with their results• Attach any supporting documents – log files, trace
files, screen shots
Other considerations…• Help us understand your environment!
• The data, software, and hardware configurations, patch combinations, and integration points are different for every customer.
• Ensure that the business impact of the issue is well understood• How is the issue impacting your business?• What is the financial impact on your company?• Include details to back up the requested Severity.• The more you can quantify the impact the more leverage
support has to ensure the issue is worked appropriately!
• Verify that the Severity Level is set appropriately and represents the business impact of your issue
When Working a Service Request…• Documentation is essential
• Answer all questions the support engineer is asking• Ensure there is an action plan after each update and define who
owns each action• Minimize SR ‘tag’ or ‘pinging’ by ensuring you provide what is
requested or an explanation of why it was not provided.• Request phone calls where appropriate• Request Collaborative Support sessions as appropriate
(OWC).• Test in the standard environments.• Monitor changes in SR status and severity.• Communicate when a change in severity becomes
necessary.• Escalate concerns via the escalation process.
• Asking to increase the Severity of your Service Request is
NOT an escalation.
• Escalating an issue means bringing Oracle Support
Management attention to your Service Request.
• Escalating your Service Request will provide a direct, 2-way
dialogue with a Manager in Support.
• Severity increases can be discussed during this dialogue.
Escalations Defined
Support Representative
Manager /Escalation Manager
Senior Manager or Director
V.P. or Executive
Customer
Call US: 800 223 1711Other Global Support Hot Lines:
http://www.oracle.com/support/contact.html
Escalation Process
Support Education
• Oracle University• Oracle By Example
• Hundreds of step-by-step Tutorials• Server Tech and BI only*
• Oracle Events• Regional• Webcasts – all archived and downloadable
• Advisor Webcasts• My Oracle Support schedule and archived for replay• PSFT/JDE• Oracle – Tech, FMW & EBus
Support Best Practices
• Advisor Webcasts• Oracle My Oracle Support• My Oracle Support Configuration Manager*• Introduction to My Oracle Support• Working Effectively with Support• Critical Issue Handling and Escalations• Premier Support and Lifecycle Management• Advanced Support Best Practices• Diagnostics for EBusiness Suite• DBA Tools and Diagnostics• PSFT/JDE Change Assistant and more
Customer Support Education
• Delivery Options:• One-on-One Customer meetings and Webcasts• Support Webcasts – targeting a core Customer audience• Regularly scheduled free Advisor Webcasts• Regional Support Education Workshops• User Groups, SIGs, RUGs, etc.
• Contact us: • EMEA: [email protected]• APAC: [email protected]• North America: [email protected]• Latin America: [email protected]
Are You Getting the Most Value from Oracle Support?
Have you used diagnostic framework?Do you upload your configurations?Do you use My Oracle Support?
Do you use healthchecks, patch advice or knowledge base?Do you use the enhanced SR workflow?Are you using powerview to drive a more personalized, relevant experience?
Are you using Oracle support communities to quickly find information?Are you using the supportability tools to troubleshoot or test systems proactively?Are you sending your staff to Oracle Customer Services Days?Do you participate in Advisor Webcasts, hosted by Oracle Support and product experts?
NoYes
Get Started Todaysupport.oracle.com
• Login in to My Oracle Support• Download My Oracle Support’s configuration
manager collector • Join the My Oracle Support Community