Die Harder or the Best Way to Integrate ACRs or Innovation Packs for Oracle Siebel

Transcription

1 Building a Smarter Planet Die Harder or the Best Way to Integrate ACRs or Innovation Packs for Oracle Siebel DOAG Application 2013 Berlin IBM Deutschland GmbH Global Business Services - Oracle Service Line Oliver Seiffert Rüdiger Gnausch Oktober 2013

2 IBM and Oracle IBM is the leading Oracle Systems Integrator IBM has the largest and most experienced team of Oracle consultants with more than 7,500 practitioners world-wide IBM has been the largest Siebel customer over many years IBM has the highest partner status since August 2011 IBM is the biggest and best SI in the world and IBM may be our most important partner --Larry Ellison Source: Gartner Research, Magic Quadrant for CRM Service Provider, Worldwide (September 2013) 2 Source: Gartner Research, Magic Quadrant for Oracle Application Management Service Provider, Worldwide (December 2012) 2

3 Oliver Seiffert ORACLE METHOD PERFORM. TEST SME AMS TESTING ORACLE SERVICE LINE ORACLE SME CV OTAA OTAA 2010 ORACLE ASSETS Houda Seiffert Beloved Wife and Friend META Oliver Seiffert Senior Architect Senior Managing Consultant PATENT I LOVE MY CLIENTS CHILDREN Josephine, David and Felicia 3

4 Rüdiger Gnausch Key Skills Oracle Siebel, Order Management and Siebel Upgrade Expert Project Manager for Oracle CRM programs Management of distributed and offshore teams International CRM rollouts CRM transformation progams CRM Strategie, Roadmap and Implementation Flash CV Senior Managing Consultant and Senior Project Manager CRM > 10 years experience as a CRM consultant Education Business Computing CRM Experience More than 10 years experience in CRM transformations Roles among others Siebel SME, Project Manager, DPE.. Design and implementation of Siebel Order Management landscape for a major European telecommunications provider and management of a global Siebel rollout for a leading air freight forwarder Information Management Language skills German fluently Englisch fluently Reputation as a Subject Matter Expert for Oracle Siebel, especially for Major Siebel upgrades, Order Management and experience in German and international projects Design of various CRM roadmaps and management of global teams with more than 50 team members French basics 4

5 CRM continues to develop, but the needs of the customers remain unchanged IBM studies confirm that CRM remains an essential and key part of any business. The requirements and expectations from customers for CRM software support ever increasing even more growing and evolving faster than ever... The need for continuous adaption and change of innovation must be supported by intelligent software uptake or upgrade possibilities 5

6 Purpose The purpose of the session is to show you a way to adapt Oracle Innovation Packs or single ACRs to your customized Repository with the 2-way approach to mitigate risk and cost based on our lessons learnt. Insight The session will give you an experience report or inside view about the challenges and risks during the merge of an Innovation Pack to a highly customized Siebel application repositories. 6

7 Agenda 1 What are Innovation Packs and ACRs? 2 What are the challenges? 3 Lessons learnt! 7

8 What are Innovation Packs and ACRs and how can they support your business? Past Future The known old reality for upgrading Siebel was a long release cycle of new features as well as high cost for customers for major Siebel upgrades The new desired reality of innovations however should have a much shorter release cycles, adopt innovations without upgrading the System with the use of unlimited Innovation Packs Oracle Innovation Packs are an aggregation of new innovations and product enhancements and give customers the opportunity to include new out-of-the-box innovations in Siebel without the need to do major upgrade of the application at the same time. Instead of major upgrades it s possible to merge selective industry-specific functionality to your application. To use this functionality, customers must install the innovation pack and do the post installation configuration tasks. 8

9 Oracle s road map to success for ipacks and ACRs 9

10 Agenda 1 What are Innovation Packs and ACRs? 2 What are the challenges? 3 Lessons learnt! 10

11 Motivation During the last years IBM developed and customized one of the biggest Siebel CRM applications in the world with customer specific requirements which leads to a highly customized application. For this application the challenging task was to include new industry specific functionality provided by Oracle with fast go to market to increase competitive advantages. Basic condition were no major upgrade needed, smaller project with improved quality of final solution including high success rate and less risk for the overall application. IBM developed a unique approach to identify upfront the project affected objects within the repository which are changed and/or used by the Innovation Pack or ACR and create reports with configuration changes probably necessary. This approach allowed IBM to perform a detailed planning regarding timeline, effort and risk before the actual project will start and gives the customer the option of a better planning of the project without major upgrade of the application supported by Automated tooling. 11

12 What can be used out-of-the-box to analyze the impact of applying an ipack or ACR to a custom Siebl Repository? An Innovation Pack or an ACR are not more and not less than Seed Data and Repository changes to an existing vanilla or custom Siebel Repository. That means that the existing Import from Archive in Siebel or earlier releases functionality which is available in Siebel Tools can be used for that exercise to decide if existing configuration shall be overwritten, merged or changes not imported. The import wizard is changing with Siebel (Incremental Repository Merge IRM or Innovation Packs Deployment Wizard) and will then also include the view on what is going to be changed in Workflows but without merge functionality. For more details see s/atg/siebel-tools-irm pdf 12

13 Bottom-up by example of ACR 620 Vanilla Identify added and updated objects Analyse affected and added objects List of affected and added objects Vanilla ACR 620 Apply Application Usage Map Apply LoE estimates H, M, L Customer s Repository Technical estimation The technical approach uses a result set of affected objects from a Vanilla local database with applied ACR/Innovation Pack and compares the affected objects with the custom Repository including possibly affected objects (with virtual upgrade ancestor set in Application Usage Map). 13

14 Top-down The top-down analysis requires detailed business knowledge and knowledge about the existing application to validate if applying Innovation Packs and/or ACRs are going to change the application behavior in certain areas It has to be checked if actions need to be taken to integrate the new functionality with existing functionality and to retain or to adapt existing business processes Innovations need to be applied in a controlled manner to gain the advantage of the new functionality without taking the risk to negatively impact the ongoing business 14

15 Challenges while applying ipacks or ACRs Technical One of the most important technical challenges while applying Innovation Packs or ACRs is to avoid existing configuration be overwritten and to identify what is going to be changed. The tool output mentioned below clearly states what has been created, updated or deleted by the Innovation Pack or ACR per Siebel Repository object. 15

16 Challenges while applying ipacks or ACRs Functional In addition to the described technical challenges of the Innovation Pack or ACR merge, there are also functional challenges which must be addressed during the project The main challenges arise in functional areas where the application is customized to special needs for e.g. a process or products and the Innovation Pack would perform changes as well Also, it may happen that new Innovations from Innovation Pack should be used in the future but must be aligned and adapted again to special needs and it could be possible that existing workarounds for that functionality needs to be dismantled first Usually during the technical Merge it s difficult to decide which way stay with customized values or include new values from ipack or ACR - should selected to achieve the desired functionality without destroying main functionality Especially for functionality included within complex Workflows the analysis can be very costly with a view to risk, effort and complexity 16

17 Timeline and estimation for applying ipacks and ACRs There are several options to apply ipacks and ACRs to an existing Siebel Repository: Grit your teeth and get it over with could result into large efforts later on to get the existing application working again and is only possible for slightly customized Siebel applications Academic approach from the ivory tower analyse, analyse and analyse what s shipping with the ipack and ACR on a high-level without getting to deep, could result into never applying the ipack or ACR or even worse to extend the timeline for applying the ipack and ACR infinitely to avoid malfunction Run a proof of concept, analyze the results (bottom-up and top-down) and get it done our preferred approach supported by sophisticated tools like Oracle IRM and IBM Comparison Tool for Siebel Repositories which will provide an overview of related efforts not only for applying the ipack and/or ACR but also to get to know possibly affected Siebel Repository objects as well as the required Level of Effort to get it done Regardless which approach will be chosen, regression testing of the affected areas is key! 17

18 Agenda 1 What are Innovation Packs and ACRs? 2 What are the challenges? 3 Lessons learnt! 18

19 Lessons learnt Run a proof of concept to get to know what is changing from a bottom-up (technical) as well as top-down (functional) perspective It s not only a technical project - consult business analysts to check how the new functionality shall be applied Estimate the Level of Effort to plan the work and then work the plan and adjust the plan to new timelines if required Regression testing of affected existing functionality is key to minimize the business impact

20 Considered uptake actions for objects in scope and in use In Scope? Y Used in CRM-T? (Y/N) (Multiple Items) Uptake Action 1 - Merge Count of Name Status Type Possibly Affected Modified Grand Total APPLET BUS COMPONENT BUS OBJECT INT OBJECT 1 1 LINK 2 2 SCREEN 3 3 TABLE 5 5 WF PROCESS 4 4 Grand Total Considered uptake actions for objects in scope are Merge, Import and Analyze. Uptake action Merge requires a re-keying of added and modified attributes of modified objects Uptake action Analyze requires further analysis during a technical feasability study regarding possible modifications 20 In Scope? Y Used in CRM-T? (Y/N) (Multiple Items) Uptake Action 2 - Import Count of Name Status Type Modified Grand Total BUS COMPONENT 4 4 BUS SERVICE 5 5 Grand Total 9 9 In Scope? Y Used in CRM-T? (Y/N) (Multiple Items) Uptake Action 3 - Analyze Count of Name Status Type Possibly Affected Grand Total BUS COMPONENT 1 1 BUS SERVICE LINK 2 2 WF PROCESS 7 7 Grand Total 22 22

21 Planned content of the 2013 Innovation Pack Customer Experience Cross-channel commerce, loyalty and marketing experience with Siebel ATG, WC Sites and Social integration Improved service experience with integrated Oracle Knowledge and social interactions Intelligent offer presentment and execution with Next Best Action (Siebel - RTD integration) Industry Innovation Banker s desktop for Financial Services, Retail apps for Communications (Siebel integrated PoS, Clienteling), disconnected mobile for CG & LS Advanced bundling, mobile commerce and multi - site ordering for Communications and Utilities Improved citizen experience and case processing for Public Sector Function space diary and Loyalty for Hospitality Lower TCO Application life cycle management development (IRM), deployment, monitoring and diagnostics OPA integration for privacy and survivorship Concept to Cash integration for industries ntosrid=&_afrloop= &srnum=&type=document&id= &displayIndex=1&_afrWindowMode=0&_adf.ctrlstate=19ttrh4gab_65 21

22 Management summary Reduced upgrade effort Minimize innovation cost Competitive advantage Business Benefits Less intrusive Reduced testing scope Faster Go-to-Market Better user adoption Lower TCO 22

23 Have fun! Oliver Seiffert Rüdiger Gnausch Global Business Service Oracle Service Line IBM Deutschland GmbH Nahmitzer Damm Berlin

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