partner webcast - oracle support for opn partners

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  • http://twitter.com/oracleimchttps://www.facebook.com/oracleimchttps://plus.google.com/108612216492389783792https://www.youtube.com/OracleIMCTeam

  • Copyright 2017, Oracle and/or its affiliates. All rights reserved. |

    Safe Harbor Statement

    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 Oracles products remains at the sole discretion of Oracle.

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  • Copyright 2017, Oracle and/or its affiliates. All rights reserved. |

    Oracle Support OPN Partners

    March 30, 2017

    4

  • Copyright 2017, Oracle and/or its affiliates. All rights reserved. |

    Rob Thonen

    Senior Director Partner Success Management

    Oracle Customer Support Services

    Middle East and Africa

    Introducing myself

    5

  • Copyright 2017, Oracle and/or its affiliates. All rights reserved. |

    Agenda

    Value of Oracle Premier Support

    Proactive Support Tools

    Adoption Status At strategic Accounts (MEA survey)

    Requesting Management Attention to a Service Request

    Support Accreditation

    Take Aways and Q&A

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    2

    3

    4

    5

    Confidential Oracle Internal/Restricted/Highly Restricted 6

    6

  • Copyright 2017, Oracle and/or its affiliates. All rights reserved. |

    Mission Critical Systems High Availability:

    Downtime for our partners and end users is not an option.

    How can we help minimize downtime risk and maintain high system availability?

    Our customers want maximum value from Oracle Premier Support:

    How can we ensure our customers that they are receiving high quality, expert assistance for their software and systems technology? And how can we help best?

    My Oracle Support (MOS) Information needs of our customers:

    How can we increase awareness, train, and use available information related to Oracle Support Knowledge materials and tools to better service our end customers?

    7

    What we hear from our Partners

  • Copyright 2017, Oracle and/or its affiliates. All rights reserved. |

    24/7 one-stop support

    Upgrades to new versions

    Security updates (CPUs)

    Lifetime support

    Bug-fixes, new features and functionality

    Tax and regulatory updates

    My Oracle Support (MOS)

    Proactive Tools

    Accreditation

    8

    Value of Oracle Support all included at no additional cost

  • Copyright 2017, Oracle and/or its affiliates. All rights reserved. |

    Proactive Support Tools GET PROACTIVE!

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  • Copyright 2017, Oracle and/or its affiliates. All rights reserved. |

    What is Get Proactive! all about?

    Avoid the unexpected. GET PROACTIVE!

    Prevent is about staying healthy, detecting and solving issues before they have an impact on your software and systems

    Resolve is about detection capabilities and diagnostic tools to help you implement the right corrective actions

    Upgrade is about doing it right the very first time, ultimately creating a streamlined, reliable, and repeatable process

  • Copyright 2017, Oracle and/or its affiliates. All rights reserved. |

    Unlocking the Value of Support

    Confidential Oracle Internal/Restricted/Highly Restricted 11

  • Copyright 2017, Oracle and/or its affiliates. All rights reserved. |

    Get Proactive! Portfolio

    12

    Dramatically streamlined upgrades

    Product Certifications

    Upgrade Advisors and Planner

    Patch Planner

    Inventory Report

    Lifecycle Advisors

    Platinum Services

    Up to 40% faster resolution

    Diagnostic Tools

    Troubleshooting Tools

    My Oracle Support Community

    Service Request Management

    Knowledge Base

    Product Information Centers

    Systems Auto Service Request

    Up to 25% fewer problems

    Maintenance Advisors

    Proactive Alerts

    Configuration Management

    Advisor Webcasts

    Health Checks & Recommendations

    Lifetime Support

    Systems Proactive Assistance Center

    Accreditation

    Prevent Resolve Upgrade

  • Copyright 2017, Oracle and/or its affiliates. All rights reserved. |

    20 enterprise customers in Middle East and Africa

    Interviews with scores on questions per category related to adoption of Proactive

    Highest score found

    Lowest score found

    Average score

    13

    Survey end 2016

  • Copyright 2017, Oracle and/or its affiliates. All rights reserved. |

    More than 50% of Service Requests logged by all customers can be solved by searching the Knowledge Base and accessing existing articles that contain a fix

    Advisor Webcasts share best practices, troubleshooting guidance, release information designed to help you better utilize Oracle's support tools and procedures

    Oracle Support Community is a multi-channel interactive community of Oracle experts and industry peers where you can post questions and find answers fast.

    Knowledge Management

    14

    Adoption: helps attain quicker resolution time

  • Copyright 2017, Oracle and/or its affiliates. All rights reserved. |

    Knowledge Management

    Confidential Oracle Internal/Restricted/Highly Restricted

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    34

    63

    15

    14

    23

    65

    65

    87

    0 10 20 30 40 50 60 70 80 90 100

    Online support Community

    Advisor Webcasts

    Knowledge Base

    Average Adoption %

    Pro

    Act

    ive

    Se

    rvic

    e

    Knowledge Management

    Max

    Min

    Average

  • Copyright 2017, Oracle and/or its affiliates. All rights reserved. |

    Configuration Management

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    Better insight: more robust environment

    Configuration Management centralizes configuration information based on your Oracle technology stack for use in automating prevention, resolution, and/or Upgrade related activities.

    Health Check capabilities : rules are run against your collection to detect any known issues or risks

    Configure Proactive Alerts email notifications to receive targeted alerts for your products that includes Critical Patch Updates or when critical product and/or security issues.

    Oracle Remote Diagnostics Agent provides a suite of data collection and diagnostic scripts that aid in the analysis and support of Oracle products.

  • Copyright 2017, Oracle and/or its affiliates. All rights reserved. |

    Configuration Management

    29

    44

    47

    53

    11

    14

    20

    11

    54

    80

    85

    80

    0 10 20 30 40 50 60 70 80 90

    Configuration management

    Healthchecks

    ProActive Alerts

    Diagnostic Agent

    Average Adoption %

    Pro

    Act

    ive

    Se

    rvic

    e

    Configuration Management

    Max

    Min

    Average

  • Copyright 2017, Oracle and/or its affiliates. All rights reserved. |

    Service Request Management

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    Customers have the privilege to gain the right management attention to their Service Request up to Product VP level by escalating effectively using the process defined in Service Request management.

    Work effectively with Oracle Support leveraging the processes in Service Request Management for expedited Service Request resolution and proven escalation path.

    Personalized dashboard helps customize My Oracle Support interface filtered to reflect areas of your interest. Focused attention tailored to your environment enhances operational excellence.

  • Copyright 2017, Oracle and/or its affiliates. All rights reserved. |

    Service Request Management

    40

    63

    12

    15

    65

    83

    0 10 20 30 40 50 60 70 80 90

    Personlised Dashboard

    SR Management

    Average Adoption %

    Pro

    Act

    ive

    Se

    rvic

    e

    Service Request Management

    Max

    Min

    Average

  • Copyright 2017, Oracle and/or its affiliates. All rights reserved. |

    Systems Management

    20

    mitigate problems where possible and recover quickly from issues should a Hardware fault occur.

    Proactive Analysis Center (PAC) is a single, holistic system health reporting solution for proactive and reactive services accessible through the My Oracle Support portal.

    Auto Service Request enable your systems to automatically notify Oracle Support and open a prioritized service request on your behalf when specific hardware faults on qualified systems are detected.

    Oracle Platinum Services further enhances the availability and performance of Oracle engineered systems with 24/7 remote fault monitoring, industry-leading response times and patch deployment services.

  • Copyright 2017, Oracle and/or its affiliates. All rights reserved. |

    Systems Management

    39

    60

    63

    14

    16

    30

    62

    87

    80

    0 10 20 30 40 50 60 70 80 90 100

    Systems Pro Act Asst Centre

    ASR

    Platinum

    Average Adoption %

    Pro

    Act

    ive

    Se

    rvic

    e

    Systems Management

    Max