Extract the Most Value from Oracle Premier Support Helmut Weymann Global Customer Advocacy

Transcription

1 Extract the Most Value from Oracle Premier Support Helmut Weymann Global Customer Advocacy 1

2 Please note: 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 Innovating the Support Experience EBS R12 Upgrade Tools Oracle Support Resources <Insert Picture Here> 2

3 Critical IT Priorities Survey: 400 respondents worldwide 1 Maintaining systems security 2 Reducing costs 3 Improving system performance 4 Increasing or maintaining uptime/availability 5 Increasing internal customer satisfaction Source: IDG Research Group, October 2008 Services Drive Down IT Costs 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

4 Transforming the User Experience Support Maturity Model Reactive System goes down Call Support Wait for Support to call back Support calls back Download, install patch System eventually recovered Transforming the User Experience Support Maturity Model Proactive Support notifies latest patches Decide which patches apply Download new patches Install the patches Outage averted some of time 4

5 Transforming the User Experience Support Maturity Model Predictive Software defect identified Automatically notified: Potential problem, impact Offered remedy Implement remedy Outage averted most of time Transforming the User Experience Support Maturity Model Reactive Proactive Predictive Which model would you prefer? 5

6 Next Generation Support Platform Support Experience Benefits Faster problem resolution Simplified support experience Avoid known problems Improve system stability Real-time collaboration Connect with Oracle experts My Oracle Support 6

7 My Oracle Support Graphical view of system health & critical patches based on your environment My Oracle Support Personalized view of your service requests based on what you need to do today 7

8 My Oracle Support Graphical view of inventory and usage My Oracle Support Systems prioritized based on which system configurations have critical issues needing attention 8

9 My Oracle Support Quick access to Tips and Tricks. Many customizable drop-in regions My Oracle Support Targeted knowledge based on your specific system configurations 9

10 My Oracle Support Latest breaking news My Oracle Support Manage your projects at a glance 10

11 My Oracle Support My Oracle Support Engage Best Practices via collaborative support environment 11

12 My Oracle Support Page, regions refreshed dynamically Real-Time Get Started Today Login Download Join My Oracle Support Configuration Manager Collector My Oracle Support Community 12

13 Support Tools Maintenance Wizard 200+ Oracle Diagnostic Tests 300+ DBA Scripts Performance Tuning Tools and Scripts Change Assistant Change Impact Analyzer Performance Monitor Upgrade Wizard Application Deployment Manager Script Checker Utility Change Assistant Support Assistant Performance Monitor Support Assistant Net Change Analyzer 13

14 Support Tools DBA / Developer Resources & Tools My Oracle Support Configuration Manager Dozens of Healthchecks and Patch advisors 10g &11g Upgrade Companion Remote Diagnostic Agent (RDA) 19 pre-built tests and enhanced functions 300+ DBA script library Performance Tuning Tools (Unix/Linux only) LTOM Lightweight Transaction OnBoard Monitor OSW Operating System Watcher HangFG Hang File Generator Stackx Stack Trace Extraction PL/SQL Tuning Scripts PL/SQL Profiler SQLXPLAIN Plan TRACANALYZER Ora-600/7445 Tool Support Tools EBus DBA / End-User Resources & Tools My Oracle Support Configuration Manager Dozens of Healthchecks and Patch advisors EBusiness Diagnostic Support Pack 250+ Diagnostics for the EBusiness Applications Product Setup Diagnostics Product Activity Diagnostics Month-End Close Scripts for Financials US Year End HR Data Collection Diagnostics Maintenance Wizard for EBusiness Upgrades EBusiness Applications Upgrade Tool R12 EBusiness Information Center for Best Practices White Paper Upgrade Guide Install Guide 14

15 Support Tools PSFT/JDE Resources & Tools My Oracle Support Configuration Manager Available for PeopleTools PSFT Enterprise JDE EnterpriseOne Change Assistant Product maintenance tool for fixes and patches Both for PSFT and JDE Performance Monitor Both for PSFT and JDE Change Impact Analyzer PSFT Setup Manager PSFT Support Assistant - JDE Community Resources in Web 2.0 Connecting People to People not just People to a Portal My Oracle Support, Communities (formerly Forums)* 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 15

16 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/Metalink RDBMS, FMW, EBus Oracle My Oracle Support/Metalink3 Siebel, Hyperion, PSFT, JDE My Oracle Support Configuration Manager* Introduction to My Oracle Support Introduction to MetaLink3 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 16

17 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: support-training-emea_ww@oracle.com APAC: support-training_ww@oracle.com North America: support-training_us@oracle.com Latin America: support-training_br@oracle.com 17