IBM Oracle International Competency Center -...

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© 2007 IBM Corporation IBM Oracle ICC

IBM Oracle International Competency Center

An overview of the IBM and Oracle Post Sales Support Resources for Oracle Solutions

Kathryn Arrell– Technical Project [email protected]

April 17, 2007

IBM Oracle ICC2 © 2007 IBM Corporation

Agenda

► Post Sales Support

► Feedback on Existing Processes

► Technical Support and the ICC

► Questions

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Post Sales Support


Where is my situation in the IBM technical support process??

New Opportunity?

-New deployment?

-Technology refresh?

-Proof of concept?

-Benchmark/Performance questions?

-Solution Assurance?

-Architecture consulting/design?

Installed System/Environment Problem?

-Break/Fix?

-Not working as documented?

-Performance Problem?

-Problem Determination?

-How to question/answer?

-Customer needs help doing….?

--IBM PMR or Oracle SR # , ISV Support, or Contracted Services

OR

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IBM SupportLine/Oracle Call Flow

1-800-IBM-SERVOption # 1

Support Teams

1-800-IBM-SERV Option # 2

Item

Software Specialists

ResolveRerouteEngage other Support organizations

EntitlementCustomer data collectionProblem Routing

Item ItemItem Item Item Item

Hardware Specialists

EntitlementCustomer data collectionProblem routing

Customer Calls

into VRU

Customer Calls

into VRU

Software Hardware

Item Item Item Item Item

Escalation if Required1) Duty Managers2) IBM Field Mgr - HW3) Account Team SW 4) TSANet.orgTSANet.org

Oracle


IBM and Oracle Post Sales Support Process

If the issue is clearly an Oracle or an IBM issue:► If you believe this is an Oracle issue, open a SR (Service Request) with Oracle. ► If you believe this is an IBM issue, open a PMR (Problem Management Record).

In both cases, customer entitlement will be confirmed when the customer calls.Oracle support is at: 1-800-223-1711IBM SupportLine is at: 1-800-IBM -SERV

If the cause of the issue (Oracle or IBM) is not clear:► Open both a SR and a PMR. ► Have each vendor support record reflect the other vendor's tracking number. ► Normal prioritization and call-back terms apply.

If attention to the issue in question is not satisfactory, the customer should escalate the issue to the Duty Manager.

Duty Managers at both Oracle and IBM can contact the other vendor's support organization directly, and have a formal communication and escalation process in place through joint participation in TSANet.

Please review the following Oracle MetaLink references: Doc ID: 166650.1 (Working Effectively With Oracle Support Services) Note 199389.1 (Escalating SRs with Oracle Support Services) Note 282036.1 (Patches Required to Support Oracle Products on IBM pSeries)

http://www-03.ibm.com/support/techdocs/atsmastr.nsf/WebIndex/WP100981

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TSANet & IBM - Overview

Stands for “Technical Support Alliance Network”.IBM’s Membership goes back to beginning of TSANet (1993)IBM has become more and more involved over the last several yearsIBM is Active in ALL TSANet Global Regions

● Americas/EMEA/APAC● Amongst all IBM brands, around 30 IBM TSANet “sites” worldwide (more on “sites”

later)Currently on the TSANet Board of Trustees in EMEA / US► Rainer Zielonka (Enterprise Storage, Mainz, Germany)► Lou Yurek (Tivoli CSPO, San Jose, CA)► TSANet IBM Business Manager: Diane Akin

IBM Tivoli Global Briefings


What is TSANet? What does it do for IBM?

As a vendor-neutral infrastructure, IBM has support level relationships with over 300 support divisions in 130+ companies worldwide

Allows support engineers to collaborate where mutual customer, multivendor problems exist, thus not finger-pointing customers

As a quid-pro-quo type relationship, also allows other members to collaborate with IBM where the Mutual Customer has called another member first

Provides the ability for management to collaborate on management issues, such as training and product swapping

Provides a mechanism for engineers to find what processes are necessary to invoke a collaboration on behalf of a Mutual Customer

Provide a mechanism for IBM to establish a support relationship with another member quickly and at no cost to IBM

Provides an infrastructure to establish one to one, one to many or many to many customized to IBM

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TSANet In Practice

www.tsanet.org

Center Manager

Center ‘L2/3’ Experts

‘A’ Support Centre

Customer of members A & B places support

call on ‘A’

Lookup member ‘B’ engagement processInbound CallSite InformationCall placing process(ID, Passwords)

A & B are TSANet

Members

‘B’ Support Centre

Center Managermanages inbound criteria

Validate member ‘A’Ability to engage services for referenced customerL2/L3 Expert(s)

Center ‘L2/3’ Experts

Process&

PeopleDefinitions


Your Feedback and experiences??

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Technical Support & ICC


Working Together Worldwide

IBM Oracle International Competency Centers and Solution CentersIBM Oracle Skilled Resource LabsOracle Headquarters

AIX Support Center for Oracle, Austin, TX

Oracle System x, Technology Support Center, Raleigh, NC

Enterprise and WebSphere, Raleigh, NC

EnterpriseOne/World on System i Support Center, Rochester, MN

Enterprise on System z Support Center, Pougkeepsie, NY

Enterprise Data Management Technology Center, Toronto, Canada

PeopleSoft ICC, Pleasanton, California

JD Edwards ICC, Denver, Colorado

IBM’s Oracle Solution Center, Vancouver, BC

Oracle ICC,San Mateo California

EMEA Oracle IBM Support Center, POC, sizing, education, Montpellier, France

Japan Competency Center, Tokyo, Japan

Oracle Enterprise Technology Center, Atlanta, GA & Reston, VA

IBM ISV Solution Sizing Center, Philadelphia, PA

Oracle Headquarters,Redwood Shores, CA

India Development Center Bangalore, India

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Oracle Solutions Technical Sales (STS) Resources

First level of Technical Solutions sales supportArchitect the infrastructure for ISV solutions to meet customer requirementsMake customer-facing technical sales calls to present the IBM value propositionsAct as the technical conscience for the ISV solutions opportunityAssist with initial sizing and ongoing capacity planning to drive future upgradesRecommend IBM products and services which result in proven end-to-end solutions for our customersProvide high quality technical content for proposalsCoordinate other IBM technical sales resources as appropriate


Oracle Advanced Technical Support Resources (ATS)

Second level technical solutions sales support

Hands-on support of solution proof-of-concepts

Solution benchmarking and performance testing

Implementation and roll-out planning and best practices

Complex architecture and infrastructure design

Consultation on competitive platform migrations

Customer-facing technical sales calls

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IBM’s Commitment Throughout Application Lifecycle

Post Sales Service and

SupportProduct Defect and

Usage Support

Technology Adoption and

AwarenessWhy IBM

Technology

Technology and Skills

EnablementTechnology Skills

Building and Application

Development

Technical Sales Support

Supporting the Sale of a

Customer Solution

Implementation Support

Development and Implementation of

a Customer Solution

ISV Business Strategy & EnablementOnsite IBM Resources, BDMs

International Competency CenterSan Mateo, Pleasanton, Denver

Development CentersBeaverton, Toronto, SVL

Advanced Tech Support/Solution Centers La Gaude, Montpellier, Dallas, Tokyo, etc.

Solution Technical SalesTechnical Field resources

Techline / PartnerLineLevel 1 Support & Sizing Website

Pre-Sales Support Specialist

Global Services15,000 Consultants

Defect Support

Adopt and Enable Sell & Implement Support


The ICC and the IBM Technical Support Structure

IBM Technical Support: Complete Pre-sales & Post Sales coverage

Technical Sales SupportAdvanced Technical Support (ATS), Techline, IT Specialists, Solution Specialists

60+ AG [email protected]

1,100 questions in 2006

Post Sales SupportOpen SR and/or PMR

Use TSANet as needed (multi vendor system)

On site escalation team

Documented Support Process in placeo http://www-

03.ibm.com/support/techdocs/atsmastr.nsf/WebIndex/WP100981

ICC Multi Site LaboratoryBenchmarking

Platform certifications High water benchmarks

DeliverablesWhitepapers, Solution Sheets, Redbooks

320 deliverables in 2006Skills Transfer

30 session; 1200 attendeesSizing Tools

Creation and ownership of tool and process

Exclusive / specific application upgrade sizing tools1,900 sizings world wideExclusive Oracle Insight tool

Extensive Customer Materials Website Content Management

37,000 hits in 2006Customer briefingswww.ibm.com/oracle

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Americas Technical Sales Support Engagement Model

Field IT Specialists and IT ArchitectsExpertise and technical skills for face-to-face opportunities

TechWorks (SWG)Distributed SW Support organization for

field IT Specialists and IT Architects

Customers

ibm.com Partners Sales

Techline / CompetelineRemote Solution Design • Solution Sizing • Configurations • Proposal Support

• Competitive Support

Advanced Technical Support (ATS)Business, Infrastructure & Complex Solution Design Support

• Benchmarking • Proof-of-Concept • Skills Transfer • zSeries Software Support


ISV Solutions STG Technical Enablement and Support

Solutions Technical Sales (STS) - Customer Facing Technical Sales Support

Techline Sizing Team

ATS Solutions Center - 2nd level technical sales support

STG ISV Business Strategy & Solutions Enablement (BSE)

Recommend integration strategies for existing systems Engage other TSS Americas support teams as necessary Ensure warm hand-off to Service Provider on architected solution

Lead design/architecture of an ISV solutionPrepare sizing questionnaire and incorporate results into a customer specific configuration

Basic solution design through sizingsSizing, configuration, and pricing assistanceCompetitive analysis and positioningISV product/solution technical information and availability

Complex ISV solutions architecture, design and reviewsISV/IBM infrastructure proof of concept, demonstrationISV/IBM Solution Assurance Reviews

ISV performance assessment, customer benchmarksCritical situation supportTools and intellectual capital development, skills xfer

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International Competency Ctrs (ICCs)

Direct interface with ISV development for level 3 supportSizing tests, sizing methodology, tool developmentTechnical Redbooks, white papersEducation to IBM and partner fieldSales and alliance informationCoordination of on-site ISV Briefings, shows"One IBM face" to ISV, Account planning/mgmt

ATS

DR

High-water-mark benchmarks for marketing collateralISV porting and testing assistanceSTG technical skills assistance to ISV

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