best practices for supporting oracle hyperion epm and business intelligence solutions mitra veluri...

Best Practices for SupportingOracle Hyperion EPM andBusiness Intelligence Solutions

Mitra VeluriSenior Principal Technical Support Engineer

David ValociekSenior Director, Customer Support, EPM and BI

October 2, 2014

Copyright © 2014, Oracle and/or its affiliates. All rights reserved. |

Copyright © 2014, Oracle and/or its affiliates. All rights reserved. | Oracle Support 3

Safe Harbor StatementThe 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.


Program Agenda

Installation and Upgrade Preparation

Knowledge, Automation and Diagnostics for Success

Support Best Practices

1

2

3


Program Agenda




1

2

3



Lifecycle

• Evaluate

• Plan

• Configure

• Test

• Implement

• Accept

Evaluate

Plan

Configure

Test

Implement

Accept



Evaluate

• Information gathering

• Option assessment

• Product understanding

• Environment analysis

• Key stakeholder identification

• Decision to proceed

Evaluate

Plan

Configure

Test

Implement

Accept



Plan

• Detailed product understanding

• Detailed environment assessment

• Project task and dependency identification

• Milestone identification

• Critical path analysis

• Resource planning

Evaluate

Plan

Configure

Test

Implement

Accept



Configure

• Project plan in execution

• Utilization of test environment

• Iterative cycles

• Continuous improvement

• Continuous learning

Evaluate

Plan

Configure

Test

Implement

Accept



Test

• Unit and functional testing

• Performance considerations

• Load considerations

• Multiple cycles

• Continuous improvement

Evaluate

Plan

Configure

Test

Implement

Accept



Implement

• Project plan in execution against production environment

• Configuration management considerations

Evaluate

Plan

Configure

Test

Implement

Accept



Accept

• Final system testing

• User acceptance testing

• Release to production

• System maintenance plan and considerations

Evaluate

Plan

Configure

Test

Implement

Accept



Lifecycle

• Evaluate

• Plan

• Configure

• Test

• Implement

• Accept

Evaluate

Plan

Configure

Test

Implement

Accept


Program Agenda




1

2

3



KnowledgeOne stop shop for Business Analytics KM:

Information Center: Business Analytics Index (EPM/BI) (Doc ID 1378677.2)

Dynamically updated with latest, most important information for all EPM/BI products

From this article, navigate to Upgrade Advisors for information on how to upgrade to later versions

https://support.oracle.com/epmos/faces/DocumentDisplay?id=1378677.2



Knowledge

Instant access to product solutions and alerts

Upcoming knowledge events

Updated frequently asked questions

Detailed steps to resolve specific concerns



AutomationNew Guided Resolution Feature in MOS

Introduced in MOS 14.3 with further developments in 14.4 and beyond

Designed to guide you to a technical resolution for known issues by using fact-driven logic based on your specific situation and/or configurations

Intended to diagnose issues across key product areas while retaining the flexibility of filing an SR in the event that a solution is not discovered



DiagnosticsA comprehensive view of all Diagnostics available for Business Analytics can be found here:

Business Analytics Instrumentation Index [Video] (Doc ID 1514548.1)

Proactively upload RDA in SRs for faster resolution of issues

Utilize HCVE to pre-check environments prior to software installation




DiagnosticsRemote Diagnostic Agent (RDA)

Automated diagnostic information

Data collections of log and event files

Key parameters collection is crucial to troubleshooting

Minimizes the requirement for follow up questions

Identification of product patches installed



DiagnosticsRemote Diagnostics Agent (RDA)


Program Agenda




1

2

3


Support Best PracticesMy Oracle Support - MOSNew MOS Accreditation Program

Accreditation provides the knowledge foundation required to effectively support and troubleshoot BI and EPM issues, helping you find solutions and answers more quickly in My Oracle Support

My Oracle Support Accreditation - Series Index (Doc ID 1583898.1)

My Oracle Support Accreditation Series - Business Analytics (Doc ID 1626104.1)




Support Best PracticesMy Oracle Support - MOSThe Getting Started section that appears on your MOS Dashboard has been updated

To learn or review best practices please take the time to view the videos and documents available

How to use My Oracle Support - Training Video Series (Doc ID 603505.1)




Service Request

My Oracle Support SR CreationMore detailed and complete information =

faster support assistance and resolution


Support Best PracticesPatches and UpdatesMultiple resources are available to you to keep you up-to-date with patches and updates

Available Patch Sets and Patch Set Updates for Oracle Hyperion Enterprise Performance Management Products (Doc ID 1400559.1)

OBIEE 11g Required and Recommended Bundle Patches and Patch Sets (Doc ID 1488475.1)

Hyperion Patch Reviews MOS Community

BI Patch Review MOS Community

https://mosemp.us.oracle.com/epmos/faces/DocumentDisplay?id=1400559.1


https://communities.oracle.com/portal/server.pt/community/hyperion_patch_reviews/351

https://communities.oracle.com/portal/server.pt/community/bi_patch_reviews/558


Support Best PracticesCertification/CompatibilityCertification information can be found in 2 locations:

1. MOS Certify tab

2. Certification matrixes:Oracle Business Intelligence Enterprise Edition (OBIEE) Certification Matrix (Doc ID 1109260.1)

EPM Support Matrix - Product Compatibility Information (Doc ID 1507504.1)

Specific information, such as browser compatibility, can be found in KM articles:

OBIEE 11g - Browser Certification Advisor (Doc ID 1615805.2)

EPM Certification Community

BI Certification Community




https://community.oracle.com/community/support/oracle_hyperion_epm/hyperion_certification_for_epm

https://community.oracle.com/community/support/business_intelligence/certifications_for_bi/


Support Best PracticesCommunitiesMOS Communities migrated to Jive7 with MOS 14.3, bringing new navigation and terminology

There are 2 MOSC Spaces with 15 subspaces:

Business Intelligence (MOSC) with 5 sub-spaces

Oracle Hyperion EPM (MOSC) with 10 sub-spaces

Communities are an ideal alternative to SRs for simple questions not requiring diagnosis and to solicit answers from both Oracle and non-Oracle members

https://community.oracle.com/community/support/business_intelligence

https://community.oracle.com/community/support

https://community.oracle.com/community/support/oracle_hyperion_epm



https://community.oracle.com/community/support/getting-started


Social MediaBusiness Analytics BlogLatest release notifications and significant article announcements are made available on this blog for BI and EPM products

https://blogs.oracle.com/proactivesupportEPM/

Twitter

Follow us on @Oracle_EPMBI

Webcasts

Advisor webcasts are run regularly. To see the schedule and any archives go here:

Advisor Webcasts: Current Schedule and Archived Recordings (Doc ID 740966.1)

https://blogs.oracle.com/proactivesupportEPM/

https://twitter.com/Oracle_EPMBI



Topics Reviewed




1

2

3


Safe Harbor StatementThe 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.

best practices for supporting oracle hyperion epm and business intelligence solutions mitra veluri...

Documents

oracle andor

oracle support slide

oracle hyperion epm

sole discretion of oracle

upgrade preparation

customer support

upgrade preparation

upgrade preparation