Oracle Services Day 12.05.2010. Making the most of Oracle Services

Making the most of Oracle Services

Slavko Rožič

Director, Oracle Customer Services

ProductEnhancements

and Updates

SolutionSupportCenter

Assessments& Testing

PriorityService

BusinessCritical

Assisted

Advanced Support Assistance

GlobalSupport

Infrastructure

Proactive,AutomatedSupport

Oracle Premier Support Advanced CustomerServices

Oracle Support Services

and Updates CriticalAssistance

AssistedServices

Ecosystem

Support

Lifetime Support

Expert Services

Technical Account

Management

Premier Support Renewals

Customer/Partner Management

Customer/Partner Engagement

OnDemand

Lower Total Cost of

OwnershipMinimize Business

Risk

• Better systems management

Customer Success

Higher Business

Value

• Eliminate business disruption and single

points of failure

• Better software utilization

Our Mission

+• Less complexity

• Clear accountability and governance

+points of failure

• Enhance security

• Leverage industry and Oracle best

practices

• Accelerate new product and

technology adoption

• Enhance speed and agility

Automated

Personalized

How We Deliver Customer Success

Proactive

Preventive

Healing

Customer Experience

Collaborative

Reactive

Proactive

Preventive

Self-Healing

Customer Experience

Service Capabilities

IF WE KNOW WE CAN DELIVER

Customer identification Break/Fix

Willingness to use MOS Knowledge Transfer

Context Based Support

Willingness to use MOS Knowledge Transfer

Customer configuration Analysis and Prevention

IT task being performed Lifecycle Management

Features

• More than U.S.$3 billion invested annually in organic R&D

• 6,000+ product enhancements provided annually, so you don’t have

Proven Benefits

• More value for existing software investments

• Investment protection for Oracle product

Oracle Premier Support – InnovationUnlimited Subscription To Future Product And Support Innovations

provided annually, so you don’t have to customize the software

• Evolutionary path for all products to Oracle Fusion Applications

• Supportability designed into the product DNA

• Embedded support

• Cost reduction through economies of scale

The OpportunityThe Opportunity

Rapid Problem

Resolution • 24/7 Mission Critical Support

• 145 Countries, 29 Local Languages

Oracle Premier Support – GlobalUnmatched Global Scale

The ChallengeThe Challenge The OpportunityThe Opportunity The ValueThe Value

Need for Higher

• 18 Support Hubs, 8,000 Support Professionals

• Knowledgebase contains over 800,000+ solutions for 3,000 products

Largest Global Support Infrastructure in the Industry

Optimize all

resource

capabilities

Higher quality

support

Need for Higher

System Availability

Features

Award Winning

Industry Firsts• 2008 – Embedded Product Support

• 2007 – Services Industry Leader

• 2006 – J.D. Power and Associates

Service Excellence Awards

Global Support Infrastructure• Largest 24/7 Mission Critical Support Infrastructure in the Industry

• Multi-vendor Support

Collaborative Support• Direct Connection via the Web to Oracle Support Engineers

Global Customer Care

Oracle Premier Support - GlobalUnmatched Global Scale

Proven Benefits

• 145 Countries, 29 Local Languages

• 18 Support Hubs, 8,000 Support Professionals

• Knowledgebase contains over 800,000+ solutions for 3,000 products

• 97% of issues resolved Service Excellence Awards• 2008- Service Innovation Award

• 2008- Black Book Top 50 Best

• 2007 – Best Value Added Support

• 2007 – Best Knowledge Management

• 2006 – Multi-Vendor Support

Global Customer Care• Link to real-time nontechnical business issue support

Knowledge Management• Guided Search – Increased Search precision for faster problem based searches

• Guided Resolution – Solution recommendation through diagnostic collection and analysis

• 97% of issues resolved through the knowledgebase

• Up to 30% faster problem diagnosis and resolution with Collaborative Support

• First Enterprise Software provider to receive global certification under J.D. Powers and Associates


Controlling IT costs

and improving

productivity

• Highly personalized support experience with My Oracle Support configuration management

• Web 2.0 Support communities

My Oracle Support

Lowering risk and

Oracle Premier Support - ProactiveNext Generation Support Platform Provides Simplified Support


• Web 2.0 Support communities

• Advisor Webcasts

• 500+ support tools to address the solutions lifecycle

• Personalized

• Proactive

•Collaborative

Lowering risk and

meeting SLAs

Maintaining

consistency across

Oracle systems

Managing product

alerts, patches, and

enhancements

Features

Change Management• Change Assistant (PSFT/JDE)• Change Impact Analyzer (PSFT)

• Setup Manager (PSFT)• Application Deployment Mgr (Siebel)

Performance Management• BEA Guardian • Database Performance ( LTOM, OSW, HangFG)

Next Gen Support• My Oracle Support Portal• Security & Product Alerts • Healthchecks• Oracle Configuration Manager

Web 2.0• Support Communities• OTN Forums• Oracle Mix• AskTom• OracleCommunity.net

Oracle Premier Support - ProactiveNext Generation Support Platform Provides Simplified Support

Proven Benefits

• Reduced time to apply CPU by 80%

• 40% faster service request resolution

• 30% faster service request creationLTOM, OSW, HangFG)

• SQL Tuning Scripts (PL/SQL Profiler, TRCANALYZER, SQLTXPLAIN)

• Performance Monitor (PSFT/JDE)

• Remote Diagnostics Agent

Upgrade Management• 10g and 11g Upgrade Companion

• Maintenance Wizard (EBS)• R12 Resource Center• Upgrade Wizard (Siebel)

• OracleCommunity.net• UserGroups

Embedded Diagnostics for DB• 11g Database Control• 11g Health Monitor• 11g Fault Diagnosability

Oracle EBS Diagnostics• Application Setup • Application Activity• Application Data Collection

request creation

• 25% problem avoidance

• 25% productivity increase in IT staff

• 500+ tools on One Integrated Support Platform

Features

Applications Unlimited• Oracle’s commitment to protect, extend, evolve existing applications

• Continue to derive value from your existing Oracle investments and applications.

• Benefit from world-class support, research and development

Lifetime Support• Most Comprehensive Support Policy in the Industry.

• Business Strategy Drives Upgrade Strategy

• No Forced Upgrades• Simple and Predictable

Premier Support Stage• Provides support for Oracle Database, Middleware, Applications for 5 years from their

Oracle Premier Support – LifetimeUpgrades always included at no extra cost

Proven Benefits

• Upgrades, including major architectural shift, always included at no extra cost

• Sustaining Support is Forever and Included at no extra cost

• Tax, legal, and regulatory updates included

Fusion Applications• Upgrade rights include Oracle Fusion Applications for licensed customers

• Will combine best-of-business capabilities from all Oracle Applications into a complete suite

• Delivered on Oracle’s open technology

Applications for 5 years from their general availability date. Years 1-5.

Extended Support Stage• Provides an extra 3 years of support for specific Oracle releases for an additional fee. Years 6-9.

Sustaining Support Stage• Provides support for as long as you license your Oracle products. Years 10 – forever.

updates included

• Platform certification of new product enhancements


• Oracle Premier Support across more than 70 acquisitions

• Coverage for complete Oracle technology stack

Oracle Premier Support- CompleteSupport For The Complete Oracle Stack Across The Solution Lifecycle


Work cooperatively

across several IT

vendors

technology stack

• Integrated support across the solution lifecycle

• Enterprise-level Linux support

• Joint Escalation Teams with IT partners

• Oracle VM support

Manage IT across

the globe

Rising cost of multi-

vendor support Integrated support from infrastructure to apps across the lifecycle

�� Value�� ValueOracle Premier Support features

Lower Cost, Minimize Risk, Drive Value

Leverage Oracle Support Investments TodayTools and utilities designed to help isolate and resolve customer

problems quickly

• Support Portal– My Oracle Support

• Support Tools– Tools, Diagnostics, Scripts

• Support Resources• Support Resources– Web 2.0 technologies

– Plug-Ins and Add-ons

• Support Education

• Support Advanced Customer Services

• Support Best Practices

Are You Getting Full Value From Oracle Premier

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?

��

NoYes

��

��

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?

Do you participate in Advisor Webcasts, hosted by Oracle Support and product experts?

��

��

��

Oracle

Customer

Success

Assessment

New: Oracle Customer Success AssessmentGet more value from your Oracle investment with Customer Services

• 15min Online Survey on 5 Domains

– Strategy

– Process

– Technology

– People

– Governance

• Personalized Benchmark Study

Oracle Customer Success Assessment

– Compare your results to peers

– Advice on 25 good practice areas

– Recommended actions to take

– Oracle services to assist in practice improvements

• Navigate Oracle’s service catalog

– Complete portfolio of services across the solution lifecycle (ITIL) on oracle.com

Start Now: www.oracle.com/goto/customersuccess

•Detailed Recommendations:

•Good Practice

•Personalized Next Steps

•Comparison with your peers

•Premier Support Features and

Oracle Customer Success AssessmentPersonalized Report

•Premier Support Features and other customers services

•Customer Success Stories

ProductEnhancements

and Updates

SolutionSupportCenter

Assessments& Testing

PriorityService

BusinessCritical

Assisted

Advanced Support Assistance

GlobalSupport

Infrastructure

Proactive,AutomatedSupport

Oracle Premier Support Advanced CustomerServices

Oracle Support Services

and Updates CriticalAssistance

AssistedServices

Ecosystem

Support

Lifetime Support

Expert Services

Technical Account

Management

Premier Support Renewals

Customer/Partner Management

Customer/Partner Engagement

OnDemand

Advanced Customer Services - ACS

Every partnerEvery product

• Database (incl SAP vers.)• Middleware (incl BEA)• Applications

• End users• OCS• System Integrators

dedicated to the

continual operational improvementof Oracle environments.

• Telecommunications• Financial Services• Public Sector• Others

Every Industry Every geography

• Applications• Industry specific (Portal…)

• System Integrators• Outsourcers

• Global but geographically structured

• 700 experts in EMEA (about 140 in

EE&CIS) with access to 14,000 service

professionals and 20,000 developers

• 800+ customers in EMEA (100+ in EE&CIS)

• Doubled in size in 2 years

ACS contribute to Customer Success

1. ACS help reducing customers costs

• Proactive issue avoidance and faster time to resolution

• Productivity improvements

• Optimized system performance

• Maximum system availability

• Reduced risk and complexity of change

Athens International Airport Increases System Performance by 800% and Cuts Support Costs by 30%

“Oracle Advanced Customer Services’ predictable, flexible roadmap significantly cut our risk for migrating to a virtualized, high-performance environment that will underpin our growth as a world-class international airport.”

Nikolaos Palavos,

Head of IT Systems and Operations, Athens International Airport


2. ACS customers have less product issues

– Proactive activities

– Reactive activitiesOut of 159 Critical Accounts in CY08:

• 92% didn’t have ACS covering their

products

• the remaining 8% that had an ACS contract

appreciated a 37% shorter resolution time

“Oracle Advanced Customer Services has enabled us

to build a change-focused, user-centric infrastructure

that delivers the highest availability, security, and

performance for the business-critical processes that

drive our competitive advantage.”

Amir Salihovic, IT Manager

Achievements:

• Improved overall system stability and performance by 30%

• Centralized and automated monitoring of IT infrastructure and processes onto a single console

• Provided optimal support and stability for critical business processes


3. ACS contribute to accelerate IT efficiency and competitiveness of our customers

• Helping them to move safely and quickly to new product versions and use all the product features

• Supplying the best operational expertise

• Giving access to Oracle IP by a direct link with GCS and Development

“ACS recommended us to upgrade our Siebel implementation to the latest version

but this recommendation was met with strong objections from Accenture on the

grounds of risk. ACS successfully convinced us to upgrade and by doing so,

reduced the cost and time to market of the new release’s functionality.”

James Harkin, Vodafone UK


1. ACS help reducing customers costs

2. ACS customers have less product issues (and there’s someone other than you working on them)

3. ACS customers are the most satisfied Oracle

customers

4. ACS accelerate IT efficiency and competitiveness

of our customers

5. ACS build a reliable and long lasting relationship

with customers

Oracle Services Day 12.05.2010. Making the most of Oracle Services

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