My Oracle Support Configuration Manager

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1 <Insert Picture Here> Proaktiver automatisierter Support für Oracle Systeme: My Oracle Support Configuration Manager Helmut Weymann Customer Support Manager - My Oracle Support Configuration Manager What is it? A Support capability that automates configuration information exchange between Oracle and our customers enabling faster resolution and proactive detection of customer issues. 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 2 1

2 Agenda Strategic Background My Oracle Support - Strategic Features My Oracle Support, Implementation of Configuration Management Future of Configuration Management 3 Strategic Background Oracle s acquisition strategy is uniting the world s best enterprise applications Oracle s products are delivering higher levels of integration and vertical product stacks Oracle is committed to providing simplified support for all of your Oracle solutions 4 2

3 Simplified Support Siebel SupportWeb ebiz 7.8 Hyperion e-support Siebel Call Center Customer Connection Customer1 My Oracle Support ITS Customer Portal Enhanced My Oracle Support Oracle Customer Support Siebel Call Center Enhanced Support Tools Siebel CRM 8.0 For Support Industry leading customer service tool Robust platform for integrated support processes Delivers a superior customer support experience Enhanced My Oracle Support Faster problem resolution Extended preventative, automated support capabilities Increased personalization 6 3

4 How We Deliver Customer Success Customer Experience Automated Personalized Collaborative Reactive Proactive Preventive Self-Healing Service Capabilities 7 Agenda Strategic Background My Oracle Support - Strategic Features My Oracle Support, Implementation of Configuration Management Future of Configuration Management 8 4

5 My Oracle Support Webstar Service Excellence Award 2003 through SSPA Best Embedded Product Support 2008 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 9 Signing in using Classic Metalink 10 5

6 Sign in using My Oracle Support (Flash) 11 My Oracle Support Engage Best Practices via Collaborative Support Environment Graphical View of System Health and Critical Patches Based on Your Environment Page and Regions Refreshed Dynamically Real- Time Personalized View Of Your Service Requests Based On What You Need To Do Today Graphical View of Inventory and Usage Systems Are Prioritized Based On Which System Configurations Have Critical Issues Needing Attention Quick Access to Tips and Tricks. Many Customizable Drop In Regions Targeted Knowledge Based On Your Specific System Configurations Latest Breaking News Manage Your Projects At A Glance 12 6

7 13 Knowledge Dashboard 14 7

8 Service Request Dashboard 15 Inventory Report Dashboard 16 8

9 System Health Dashboard 17 Project Dashboard 18 9

10 PowerView Filtered by Support Identifier Product Resulting in exactly what you want to see You can now create/modify PowerView filters directly from the content attributes of a specific region via the Action menu. 19 Getting the most out of My Oracle Support 20 10

11 Agenda Strategic Background My Oracle Support - Strategic Features My Oracle Support, Implementation of Configuration Management Future of Configuration Management 21 My Oracle Support Configuration Manager: What and Why? Objective: Using configuration information to present What do I need to know, and what do I need to do? Provides: User Personalization Based on preferences, behavior, history, interests, and role Enables customized recommendations System Configuration Personalization Based on the environment, configuration and change history Ability to convey what is used Enables problem prevention and knowledge matching Problem Personalization Based on product, problem signature and context Enables precise and/or guided knowledge retrieval 22 11

12 Oracle Live Link Oracle Support Live Link Oracle Live Link helps Oracle provide you timely and focused Support. A small amount of information about your environment is sent to Oracle support to better handle your requests. To see an example of the information, select this link. Enable Oracle Live Link Disable Oracle Live Link < Back Next > Cancel Configuration Manager: The Big Picture My Oracle Support Support System View MOS Interface Oracle CCR Knowledge Management HTTPS Proxy Server Simple install/ command UI Customer Site 23 Disconnected Mode Collection One Collector Two Collection Modes Same My Oracle Support with configuration management Capability Customers have choice of collection mode Use same configuration manager collector in Disconnected Mode to create system configurations on machines not connected to internet. Systems (configurations) created in Disconnected Mode are the same content as ones created in connected mode. My Oracle Support viewing and usage of systems (configurations) is same in both collection modes. What s Different? Configuration management and RDA integration provides mechanism for uploading both diagnostic and configuration information as attachment to an SR Customer transports disconnected mode collections to a machine that is connected to the internet and attaches disconnected mode collections to an SR similar user experience to attaching RDA output to an SR 24 12

13 Configuration Manager What Data is Collected? Captures information about: Host Oracle Software and Patches E-Business Suite Patches Database and ias Patches Third party software inventory Access to this data is limited by: Hardware System Software Oracle Product Information Collected data does not include: Business Transactions Passwords Control Sensitive Information 25 Sample My Oracle Support Data being pulled JServ level Database level ebusiness ebusiness Suite Suite Application Application Server Server level level Configuration files Configuration files Console configuration Console configuration DCM configuration Deployed DCM configuration applications Deployed applications General General OPMN configuration OPMN configuration HTTP HTTP Server Server level level Cipher suites Cipher suites Configuration files General Configuration files General Listen addresses Listen addresses Performance related settings Performance related settings Virtual hosts Virtual hosts Host Host level level Operating system initialized services Operating system initialized services Operating system ULIMITs Operating system ULIMITs Hardware Hardware CPUs CPUs IO devices IO devices Network interfaces Network interfaces Operating system Operating system Component Component File system Modules File system Modules OS parameters OS parameters Registered software Registered software JServ level Configuration files Configuration files Zones Zones Database level Config version Config version Control files Control files Data files Data files Instance information Feature Instance usage information Feature usage High water mark High water mark Initialization parameters Initialization parameters Session high water mark Session high water mark Options Redo Options logs Redo logs Rollback segments Rollback segments SGA SGA Tablespaces Tablespaces Database users Statspack Database configuration users Statspack configuration Infrastructure Infrastructure level level Apps web configuration Apps web configuration Apps web configuration files Apps web configuration files Context files Context files Database configuration Database configuration Database configuration files Database configuration files Custom context variables Custom context variables Environment context variables Environment context variables Global context variables Global context variables Host context variables Install Host context context variables variables Install context variables Process context variables Process context variables System context variables System context variables Technology stack inventory (file system) Technology stack inventory (file system) Workflow mailer configuration Workflow mailer configuration Workflow mailer configuration files Workflow mailer configuration files # of active users # of active users Applied patches Applied patches Custom forms Custom forms Applications system summary Applications Applications topology system summary Applications topology Comprising patches Comprising patches Component versions Component versions Config version Config version Custom applications Profile Custom options applications registered under custom app. Profile options registered under custom app. Custom database objects Custom database objects Cust. Hooks Cust. Hooks Custom message count Custom message count Custom objects owned by Apps Custom Custom request objects sets owned by Apps Custom request sets Responsibility count Responsibility count Custom triggers Custom triggers Custom value sets table validated Custom value sets table validated Custom value sets other Custom Custom workflows value sets other Custom workflows Data groups Data groups Database version Database version End-Dated users Generic End-Dated service users components parameters Generic service components parameters High priority patches not applied High priority patches not applied JTF hooks JTF hooks Localization modules Localization modules NSL languages Other NSL customizations languages Other customizations Application patch levels Application patch levels Printers Printers Printer drivers Printer drivers Profile options Registered Profile options Oracle users Registered Oracle users Technology stack inventory (DB) Technology stack inventory (DB) 26 13

14 My Oracle Support configuration manager an essential upgrade support capability My Oracle Support configuration manager Use these proactive, automated configuration support capabilities to help you upgrade with confidence. Prepare to Upgrade Execute Upgrade Optimize System Health Start your upgrade knowing that your current configuration(s) are well-documented and archived. My Oracle Support tells you the exact patch levels of the key data base, middleware, and/or application software components and advises which patches should be applied to each before executing an upgrade. Use your Upgrade Project to track configuration changes and service requests created as you promote your upgrade through development, test and production phases. My Oracle Support maintains history of changes on a daily basis. Continue to maintain your configurations at optimum performance using My Oracle Support Health Checks and Proactive Alerts to prevent problems from occurring. New Health Checks are continuously added based on Support Best Practices. Install configuration manager collector automatic discovery,collect,upload View detailed configuration(s) showing patch recommendations and proactive alerts Create an Upgrade Project to associate configurations and related service requests to the Upgrade project. Track SR s for each phase using your Upgrade Project View previous known stable configuration using Prior Snapshot View all changes that happened on any day in a selected timeframe using Change History Track changes daily with automated configuration uploads View Proactive Security and General Alerts specific to your configuration Optimize configuration performance with Health Checks 27 Getting Started Region 28 14

15 Agenda Strategic Background My Oracle Support - Strategic Features My Oracle Support, Implementation of Configuration Management Future of Configuration Management 29 My Oracle Support "We have been actively engaged with Oracle in its drive to take Customer Support to the next level, Oracle's new capability, "My Oracle Support," provides GE with support options that deliver proactive, role-based Customer Service at levels previously unattainable. GE is deploying these capabilities worldwide to help identify and resolve issues long before they impact business operations. Tom Grimes, Global ERP Leader, GE 30 15

16 My Oracle Support We re pleased to see Oracle improve the support experience taking their direction from customer feedback. The strategy to integrate personalized and proactive capabilities into one simplified support platform will streamline our interactions with Oracle support. My Oracle Support should help Pella reduce unplanned downtime and resolve problems faster so we can focus on driving new initiatives, maximizing the value from our Oracle solutions to help drive our business forward. Rick Hassman Director of Oracle Applications 31 My Oracle Support Configuration Manager VALUE A powerful new Premier Support capability that provides a dramatically simpler way for Oracle customers to manage their Oracle environment Simplified configuration management Faster problem resolution Proactive issue notification Optimized performance BETTER RESULTS 30% Reduction Service Request Log Time 20% Faster Response Time to Service Requests 40% Faster Issue Resolution 25% Problem Avoidance with Alerts and HealthChecks 32 16

17 Future Enhancements & Functionality Service Development Collector Mass Deployment Customer Benefit Accelerate Adoption Improve Proactive Advice Eliminate Points of Failure Configurable Alerts Reduce Complexity Role Based Personalization Improve Lifecycle Management Advanced Analytics & Reporting Integrate Configuration & Diagnostics Extend Product Coverage Drive better business results Expand Service Capabilities Improve Systems Management 33 Getting the most out of My Oracle Support 34 17

18 The preceding 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