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Extract the Most Value from Oracle Premier SupportHelmut Weymann Global Customer Advocacy
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Please note:
The 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.
Agenda
• Innovating the Support Experience
• EBS R12 Upgrade Tools
• Oracle Support Resources
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Critical IT Priorities
Source: IDG Research Group, October 2008
1 Maintaining systems security
2 Reducing costs
3 Improving system performance
4 Increasing or maintaining uptime/availability
5 Increasing internal customer satisfaction
Survey: 400 respondents worldwide
“The types of services that are most
helpful in obtaining operational
excellence are those that affect overall
cost including: quality of an
implementation and guidance to
improve efficiency of operations.”
CIO Magazine, November 2008
Services Drive Down IT Costs
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System goes down
Call Support
Wait for Support to call back
Support calls back
Download, install patch
System eventually recovered
Reactive
Transforming the User Experience
Support Maturity Model
Support notifies latest patches
Decide which patches apply
Download new patches
Install the patches
Outage averted some of time
Proactive
Transforming the User Experience
Support Maturity Model
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Software defect identified
Automatically notified:
Potential problem, impact
Offered remedy
Implement remedy
Outage averted most of time
Predictive
Support Maturity Model
Transforming the User Experience
Support Maturity Model
Which model would you prefer?
Reactive Proactive Predictive
Transforming the User Experience
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BenefitsSupport Experience
Faster problem resolution
Simplified support experience
Next Generation Support Platform
Avoid known problems
Improve system stability
Real-time collaboration
Connect with Oracle experts
My Oracle Support
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My Oracle Support
Graphical view of system health & critical patches
based on your environment
My Oracle Support
Personalized view of your service requests based on
what you need to do today
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My Oracle Support
Graphical view of inventory and usage
My Oracle Support
Systems prioritized based on which system
configurations have critical issues needing attention
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My Oracle Support
Quick access to Tips and Tricks. Many customizable
drop-in regions
My Oracle Support
Targeted knowledge based on your specific system
configurations
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My Oracle Support
Latest breaking news
My Oracle Support
Manage your projects at a glance
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My Oracle Support
My Oracle Support
Engage Best Practices via collaborative support
environment
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My Oracle Support
Page, regions refreshed dynamically Real-Time
Login My Oracle Support
Download Configuration Manager Collector
Join My Oracle Support Community
Get Started Today
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Support Tools
• Change Assistant
• Support Assistant
• Performance Monitor
• Upgrade Wizard
• Application Deployment Manager
• Script Checker Utility
• Support Assistant
• Net Change Analyzer
• Change Assistant
• Change Impact Analyzer
• Performance Monitor
• Maintenance Wizard
• 200+ Oracle Diagnostic Tests
• 300+ DBA Scripts
• Performance Tuning Tools and Scripts
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Support ToolsDBA / Developer Resources & Tools
• My Oracle Support Configuration Manager
• Dozens of Healthchecks and Patch advisors
• 10g &11g Upgrade Companion
• Remote Diagnostic Agent (RDA)
• 19 pre-built tests and enhanced functions
• 300+ DBA script library
• Performance Tuning Tools (Unix/Linux only)
• LTOM – Lightweight Transaction OnBoard Monitor
• OSW – Operating System Watcher
• HangFG – Hang File Generator
• Stackx – Stack Trace Extraction
• PL/SQL Tuning Scripts
• PL/SQL Profiler
• SQLXPLAIN Plan
• TRACANALYZER
• Ora-600/7445 Tool
Support ToolsEBus DBA / End-User Resources & Tools
• My Oracle Support Configuration Manager
• Dozens of Healthchecks and Patch advisors
• EBusiness Diagnostic Support Pack
• 250+ Diagnostics for the EBusiness Applications
• Product Setup Diagnostics
• Product Activity Diagnostics
• Month-End Close Scripts for Financials
• US Year End – HR
• Data Collection Diagnostics
• Maintenance Wizard for EBusiness Upgrades
• EBusiness Applications Upgrade Tool
• R12 EBusiness Information Center for Best Practices
• White Paper
• Upgrade Guide
• Install Guide
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Support ToolsPSFT/JDE Resources & Tools
• My Oracle Support Configuration Manager• Available for PeopleTools
• PSFT Enterprise 8.48+
• JDE EnterpriseOne 8.97+
• Change Assistant• Product maintenance tool for fixes and patches
• Both for PSFT and JDE
• Performance Monitor• Both for PSFT and JDE
• Change Impact Analyzer – PSFT
• Setup Manager – PSFT
• Support Assistant - JDE
Community Resources in Web 2.0Connecting People to People not just People to a Portal
• My Oracle Support, Communities (formerly Forums)*
• OTN Forums
• Oracle Wiki
• Oracle Blogs
• Oracle Podcasts
• Oracle Newsletters
• Oracle Mix
• AskTom
• OracleCommunity.net
• UserGroups• Knowledge Base, Conf. Paper Archives, Forums, WebEvents,
CABs, SIG’s, RUG’s and ER Voting System
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Support Education
• Oracle University
• Oracle By Example
• Hundreds of step-by-step Tutorials
• Server Tech and BI only*
• Oracle Events
• Regional
• Webcasts – all archived and downloadable
• Advisor Webcasts
• My Oracle Support schedule and archived for replay
• PSFT/JDE
• Oracle – Tech, FMW & EBus
Support Best Practices
• Advisor Webcasts
• Oracle My Oracle Support/Metalink – RDBMS, FMW, EBus
• Oracle My Oracle Support/Metalink3 – Siebel, Hyperion, PSFT, JDE
• My Oracle Support Configuration Manager*
• Introduction to My Oracle Support
• Introduction to MetaLink3
• Working Effectively with Support
• Critical Issue Handling and Escalations
• Premier Support and Lifecycle Management
• Advanced Support Best Practices
• Diagnostics for EBusiness Suite
• DBA Tools and Diagnostics
• PSFT/JDE Change Assistant and more
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Customer Support Education
• Delivery Options:
• One-on-One Customer meetings and Webcasts
• Support Webcasts – targeting a core Customer audience
• Regularly scheduled free Advisor Webcasts
• Regional Support Education Workshops
• User Groups, SIGs, RUGs, etc.
• Contact us:
• EMEA: [email protected]
• APAC: [email protected]
• North America: [email protected]
• Latin America: [email protected]