same goal, different paths: 10 things about hybrid solutions · 2019-06-21 · • itil and sla...

Copyright © 2018, Oracle and/or its affiliates. All rights reserved. |

Same Goal, Different Paths: 10 Things about Hybrid SolutionsAdvanced Customer Services Enhance Success

Guy PetersEMEA Application Services Development DirectorAdvanced Customer Services


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 Oracle’s products remains at the sole discretion of Oracle.

Confidential – Oracle Internal/Restricted/Highly Restricted 2


Agenda

• Introduction

• Cloud Adoption Options

• Cloud Readiness

• ACS Services

• Q&A

Copyright © 2019, Oracle and/or its affiliates. All rights reserved. 3

Copyright © 2018, Oracle and/or its affiliates. All rights reserved. 4

Harness the Total Power of Your IT InvestmentsWith Oracle Advanced Customer Services

Existing customers globally

6,000

Global technologyexperts

4,500 Overall customer experience rating

8 6

Years of experience

Accelerate Innovation with Industry-Leading

Expertise

#1Ranking in Oracle customer satisfaction

20

Copyright © 2018, Oracle and/or its affiliates. All rights reserved.

Destination: CloudSupporting You Every Step of the Way

5

Cloud Advisory Cloud Enablement Cloud Operations

Plan Design Build Deploy Operate Optimize

End-to-end guidance, governance and service delivery management across all your Oracle deployment models

• Customized workshop to assess your environment, goal, requirements, introduce Oracle Cloud technology, and outline the best options for you

• Capacity planning• Consolidation planning• Workload planning

and design• Modernization

roadmap for databases• Onboarding advisory

• Installation and configuration services

• Onboarding advisory• Database upgrade

support• Platform readiness

testing• Go-live support

• Transition and optimization ofdatabases, Java, applications.

• Transition and compression of large complex databases in a single weekend withminimum downtime

• Technical and functionalhelp desk

• ITIL and SLA based lifecycle management

• Workload managementof platforms (SOA, Java), databases, and apps

• Security, identity, and compliance management

• Mission critical support with dedicated support team, 24/7 monitoring, and prioritized issue resolution

• Dev/Ops services

• Health checks and optimizations of performance, availability, security

• Proactive risk prevention

• Capacity planning• Regression testing• Guidance how to

make the most of the Cloud subscription

• Detailed reporting and service reviews

On Premises/Private Cloud

Public CloudCloud at Customer

Systems Optimization

Expert Support

Transition Support

Mission -Critical Support

Managed Platform

Security Support

Managed Applications and Help Desk

IaaS

PaaS

SaaS

Deployment Models

Service Areas


AU to Cloud – Part 210 Things to know about Hybrid Cloud


Copyright © 2018, Oracle and/or its affiliates. All rights reserved. | Confidential – Oracle Internal/Restricted/Highly Restricted 7

Hybrid Clouds with Apps Unlimited

AU On Premise

Migrate/Transform Model

Cloud Strategy

GREEN: Managed Applications & Database

RED: Upgrade to 19c

BLUE: DR & Dev / Test In the Cloud

Business Process Review

Thrive in the Cloud Workshop

Low Impact Change

ContractSigned

Upgrade to Database 19c

DR DesignSolution DR in Cloud Build / Test

Go-Live

Position savings and efficiency by moving workload to OCI

ContractSigned

Go-Live on OCI

DevOps

Go-Live on Prem

Get Started

Identify environments and RPO/RTO

Business Strategy/Demands

DR in Cloud

Dev/Test in Cloud

Transition workloadUpgrade

DR in theCloud

SaaS Adoption

Integration

Analytics

Full run and maintain and DR with Managed Application Cloud


Hybrid Options: Pick n Mix to the Max

Confidential 8

On Prem Products

eBS

Hyperion

JDE

PSFT

OBIEE/A

Siebel

SOA

SSO

11.5/12.1/11g

11.1.1./SQL

E1/One World/AIX

PSFT

OBIEE/A

Siebel/Solaris SPARC

SOA 10g

SSO

Cloud (IaaS/PaaS)

eBS

Hyperion

JDE

PSFT

OBIEE/A

Siebel

SOA

SSO

12.2./DBCS

11.1.1./DBCS

E1/Linux/Intel/DBCS

PSFT/DBCS

OBIEE/A/DBCS

Siebel/DBCS/Linux/Intel

SOA/DBCS

SSO/DBCS

Cloud (IaaS/PaaS/

SaaS)

eBS

Hyperion

JDE

PSFT

OBIEE/A

Siebel

SOA

SSO

12.2./DBCS

11.1.1./DBCS

E1/Linux/Intel/DBCS

PSFT/DBCS

OBIEE/A/DBCS

Siebel/DBCS/Linux/Intel

SOA/DBCS

SSO/DBCS

ERP/HCM

EPM

OACS

CX

SOACS

ERP/HCM

ERP/HCM


SaaS



SaaS is a “Black Box” service, you cant change its internals. You can configure not

customize

“CEMLIs”, need to sit outside and be called by APIs within SaaS

Oracle releases software updates every 12 weeks, patch and function

From release of Update to Installation on Production it is 2 weeks (approx)

Support from Oracle relates only to Technical Problems, not setup/end user

queries

SaaS adoption includes taking on:

End User Support

Impact Analysis of Change

Regression Testing

Code Break/Fix/Enhancement

Service Reporting, end to end

Adoption of new Function to drive SaaS investment

Issue/Problem Management per Cloud

For each cloud, and every element it touches


Oracle Cloud To release upgrade Plan

Schedule the upgrade on TEST Env.

Oracle Account Team

Oracle knows “Oracle” best –Best in Class

Prepare Test Plan Enable the required New features or Enhancements

Execute the Test Plan

Understands the features / Enhancements of the upgrade

Typical Upgrade Process

Deploy in ProductionResolve Upgrade Issues


Platform



Each Platform Service has different roles/responsibilities for the client

Integration is the most critical element to Hybrid Cloud

Cross Cloud Transaction Monitoring is key

Each Cloud has a different support queue and owner, problem resolution/escalation

sits with the client

Service Reporting and Planning remains with the client

Platform adoption includes taking on:

End User Support, where needed

Impact Analysis of Change

Regression Testing

Code Break/Fix/Enhancement

Service Reporting, end to end

Adoption of new Function to drive PaaS investment

DR creation/Testingincluding some SaaS Services

Issue/Problem Management across Clouds

For each cloud, and every element it touches


A Possible Hybrid Cloud Topology

eBS ERP HCMHyperion EPM OACS

SOACSIDCS

Financials HFM Projects Core HR/Payroll FCCS

ODICS

Analytics

JCS

DBCS

JCS

DBCS

BI AppsExtensions

DBCSDBCS DBCS

DBCS DBCS

Which SaaS Clouds have DR ?

What DR comes with Platform ?

If I move everything to SaaS, what do I do with my legacy data ?

How do I manage end to end transactions across clouds ?

How do I manage multi cloud issues with support ?

Who will manage Product/Development escalations ?

Who will work with On Prem Support groups ?

How do I drive Service Improvement across clouds ?

How to make the On Prem systems more agile ?

Confidential – Oracle Internal/Restricted/Highly Restricted

ACS Enterprise Services Portfolio

Effect Change Run & Maintain

Apps in the Cloud (SaaS) Apps in the Cloud (SaaS)

Heritage Apps (On Prem/OCI) Heritage Apps (On Prem/OCI)

Platform (FMW/DB; On Prem/OCI)

Platform (FMW/DB; On Prem/OCI)

Data Centre Transformation Data Centre Transformation

Innovation/Born in the Cloud Innovation/Born in the CloudSt

and

ard

ize

Rat

ion

aliz

e

Co

nso

lidat

e

Op

tim

ize

Vir

tual

ize

Au

tom

ate

Keep it Current/CSI

Operating ModelSingle point of contact model

Customer Ticketing SystemRemedy / Service Now etc

End User

Customer L1 Team receives the incident / ticket

Capture ticket In Ticketing System1

SPOC Model

Subscribe

Provide Solution

Clarify Incident

Manage Interaction

Leverage Knowledge

ACS Analysts

Oracle

• OFS Teams

• CSM

• Core Team

• Product Support

Customer

• IT Team

• SME

• Change Mgmt

• Rls. Mgmt

• Super Users

Third Party

• Vertex

• Tidal

OLA / SLA

Problem ManagementCSI Process

CMDBKnowledge Portal

Oracle Confidential – Internal/Restricted/Highly Restricted

16

SaaS/PaaS

1 Additional Fee

Benefits and ValueKey Features

Oracle Managed Application Cloud Service

17

• One simple contract inclusive of Oracle Cloud Infrastructure

• SLA-driven

• Priced based on consumed compute capacity and storage

• Scalable

• Best practice architecture

• Standardized and automation driven

• Includes disaster recovery

• Enhanced security using encryption and vulnerability scans

• Governance and controls

• Transparent 360 degree view via Oracle Pulse portal

• Reduced Cost: Pay for what you use, right-size your environments

• Improved Agility: Add computing capacity as required, accelerated provisioning, and refreshes

• Reduced Risk: 99.5% availability SLAs ;secure global infrastructure, encrypted data and vulnerability scans

• Service Accountability: Single point of contact for service and account governance

• Transparent: Full visibility into service health and entitlements versus consumption via mobile devices or desktop portal using Oracle Pulse

Modern and Complete Lifecycle Management

Change

Availability

Infrastructure

Performance

Configuration

Release

Incident

Problem

Complete Support for SaaSFlexible Support to Leverage the Potential of your SaaS Applications

Business Help Desk for SaaS

Regression TestingExtensions and

Integrations

Critical Process Management

Mission Critical Support for SaaS Bundle or standalone

SLA-based services

Single point of contact

Specific version available for requirements of US Government and Federal Agencies

Oracle Mission Critical Support for SaaSSLAs

Service Request reponse times

• Severity Level 1: 30 minutes

• Severity Level 2: 60 minutes

• Severity Level 3: 8 hours


Service Request resolution times

• Severity Level 1: Type 1, 2: 8 hours

• Severity Level 1: Type 3, 4: 12 hours


Coverage

SR Type 1 – 5 and Regression Testing: 8 hours/5 days

Severity Level 1 SR and Critical Business Process Monitoring 24 hours/7 days

Extended support (additional) for SR Types 1-4 and Regression Testing:

• 16 hours/5 days

• 24 hours/7 days

Governancesingle point of contact

Translation support (additional)

• Spanish, Portuguese

Entitlement

• Monthly account and service reviews

• Weekly operational reportsper year

• Tailored options available to meet customer specific requirements

19


Complete Support for PaaSFlexible Support to Leverage the Potential of your PaaS Applications

Platform Support inc Autonomous

Regression TestingExtensions and

Integrations

Enhanced Security

Managed PaaS Bundle or standalone

SLA-based services

Single point of contact


Comprehensive Fixed Scope/Price Package(Standard Offering)*

SLAs

Alert and response time:SR1 maximum 2 hoursSR2 maximum 4 hours

Database availability 99.5% or 99.95%

(see service description for details)

10% service level credit for SLA violation

Coverage

Database deployment single instance or RAC

Oracle Technology Cloud or Oracle Cloud at Customer

Service desk hours 24 hours x 7 days

Assigned Service Delivery Manager

100 USD per OCPU pricing

Entitlement

Weekly security patching, Transparent Data

Encryption Management

Weekly full backup (daily incremental if required)

Quarterly Service Plan Update

Annual account and service review

Annual availability plan

21

* Check Service Description for Details

http://www.oracle.com/us/corporate/contracts/mcs-iaas-service-desc-3014939.pdf

http://www.oracle.com/us/corporate/contracts/mcs-iaas-service-desc-3014939.pdf


Security Service Delivery Manager Coordinating in Every Engagement

Managed Security Services Portfolio

Managed Compliance Services

Managed Identity Services

Prevention of intruders, without delaying business operations in Oracle Cloud and on premises• Identity Cloud Service • Identity Provisioning • Single Sign-On • Identity Federation • Strong Authentication • Identity Analytics

Managed Data Security Services

Enabling compliance with industry standards and legislative regulations in Oracle Cloud • PCI DSS Security• HIPAA Security Services• GxP Compliance Services for Fusion SaaS

Data security through comprehensive security management in Oracle Cloud and on premises

Vulnerability and Threat Prevention Services:• Managed Security Operations Center (CASB)• Vulnerability Assessment• Web Application Vulnerability• Web Application Firewall • Penetration Testing• File Integrity Monitoring

Database Security Services:• Database Security Risk Assessment• Database Encryption• Database Vault• Database Audit• Data Masking

22

• Strategy – Understands your business objectives and IT landscape. Provides guidance for Oracle technology roadmap planning.

• Governance – Provides extensive knowledge and experience of Oracle implementations based on Oracle best practices.

• People – Ensures processes are optimized, including training, support, and change management.

• Process – Process optimization that aligns technology requirements with business goals.

• Technology – Provides Oracle technology knowledge to help ensure a success. Leverages Oracle development and support expertise if needed.

Provides Guidance in the Following Areas:

Oracle Best Practices Provided by the TAM

23

VALUE▪Implementation governance aligned to industry

standard methodologies and Oracle proven best practices.

▪Proactively identify issues and reduce risks

▪Improve issue resolution time

▪Improve adoption of Oracle Technology

Why a Technical Account Manager (TAM)?

PROACTIVE ON-SITE IMPLEMENTATION

GUIDANCE

• Partnership in delivery of desired business outcome

• Provides extensive knowledge and experience of Oracle

implementations based on Oracle best practices

• Solutions to business problems

• Expedited issue resolution and risk avoidance

BEST PRACTICE ASSESSMENT AND

EXECUTION

• Assessment of project alignment with Oracle’s best

practices

• Best practices knowledge transfer

• Recommendations tracked to completion

The Technical Account Manager works with the customers' teams providing best practice advice and guidance regarding the implementation, deployment support, and operation of Oracle applications, technology and hardware infrastructure. This enables customers to make fully informed decisions to help them maximize the business value of their Oracle investment and achieve the desired business outcomes while minimizing risk.

24

25

Key BenefitsTechnical Account Manager

▪ Strategic Support relationships focused on collaborative, long term partnerships

▪ Tailored mission-critical support for customers with complex IT requirements

▪ Proactively identify issues andreduce risk

▪ Faster issue resolution time

▪ Accelerate adoption of Oracle Applications

▪ Optimize performance of Oracle Applications

▪ Maximize availability of your environment

Key Benefits

Illustrative Service Wrap

HCM Financials Proc’ment Projects SCM EPM JCS

DBCS

OACS

DBCS

Custom Code

Service Delivery Management and Reporting

DR DR DR DR DR

DR Shows where ACS have added a DR Service

DR DR

Functional Help Desk

Integrations

Technical Administration

Custom Code/Integration Maintenance

Testing Services

DR

TAM

Resource allocation on/off site, dedicated/shared varies by agency and by workload

Service Additions organically fit into the Service Framework to deliver a seamless service

JCS

DBCS

DR

AU/GBU

AU LMS

Oracle ACS Value Proposition Summary

Global Service Remote Delivery

High AffinitySupport

Promote CloudAdoption

Flexible and Targets BasedSPoC

Designed to Optimize Life in the Cloud

8x 5 -> 24 x 7Coverage Models

SLO Based Response and Resolution

Integration with Your business roadmapEnable greater end

user Cloud Application adoption and ROI

Increased end user productivity with less time spent in support

cyclesBroad experience and process maturity for

Oracle SaaSApplications

Reduce support costs and risk of knowledge

attrition

SPoC and Unified Governance across

Oracle SRsClose integration

with Oracle Support and

Development


Q&A


To Find Out More:Email: [email protected] Oracle ACS Planning/Advice Sessions today/tomorrow

mailto:[email protected]


Northumberland County Council, UK

Customer’s Business Goals• Increase flexibility and reduce total cost of ownership (TCO) of

IT infrastructure• Ensuring compliance with the requirements of the United Kingdom

government’s Public Service Network (PSN)• Meet agile internal and external workforce needs

ACS Solution • Oracle Managed Applications Unlimited on Oracle Cloud Infrastructure:

− Full transition of Oracle E-Business Suite, including all customizations from an outsourced data center onto Oracle Cloud Infrastructure

− Full managed service—functional and technical support

Results • Anticipated 20% savings in infrastructure TCO over 5 years and increased flexibility• Estimated cost savings of more than US$340,000 annually• Rapid ‘Lift and Shift’ transition to Oracle Cloud Infrastructure in just 2.5 months

CUSTOMER PERSPECTIVEOracle helped transform our Oracle E-Business Suite applications to the Oracle Cloud Platform in record time. Our Applications Unlimited is now managed by Oracle experts who know Oracle best, creating significant performance improvements and cost savings.

- Neil Arnold, Chief Information Officer, Northumberland County Council

Oracle Reference 36

https://www.oracle.com/uk/customers/northumberland-1-fin-mngmt.html


National Retail Properties, Inc., USASuccessful Transition of EBS on OCI in 12 Weeks

Customer’s Challenges• IT team is responsible for providing world-class applications that

support key business functions done efficiently and cost-effectively • Minimal full time IT associates, so requiring a trusted, reliable ERP

hosting team• Preference to shift existing IT staff to focus on business initiatives

ACS Solution • EBS migration from ACS Datacenter to OCI including:

- Provisioning and project management- Two testing phases- Log SRs and track all issues till successful resolution- Cutover and Go-live support

Expected Results • End user perspective: EBS on OCI performs as well as or better than before, • Stable and well performd month-end and year-end closings completed• New features: Self Service Refresh, ACE tool, technical and functional monitoring

37

CUSTOMER PERSPECTIVETop notch ACS associates at all levels, including Management, PM, DBAs. Very experienced and knowledgeable, quickly resolved issues, good communication. Trusted partner to team up with for EBS hosting- Jason LaPierre, Enterprise Systems Manager


Atlas Roofing, USACustomer’s Business Goals• ‘One-stop shop’ : Full stack support for the PeopleSoft environment • Improve availability, performance, and response time for both

application and infrastructure issues

ACS Solution • ‘Lift and Shift’ service: Transition of PeopleSoft-Financials and HCM,

from on premises to Oracle Cloud Infrastructure in less than 6 months• After go-live: Ongoing run and maintain, monitoring, and optimizing services• 24/7 Help desk service, backup, and recovery services

Results • Lower TCO with elastic capacity, pay only for the compute and storage needed• ‘Lift and Shift’: Full benefits of cloud without moving to SaaS• Stronger focus on core business activities, innovation, and growth• Higher system runtime and availability with less internal resources

Oracle Video Reference

CUSTOMER PERSPECTIVEWe see about a 10% reduction in cost year over year and we hope to save more in future years. And we also see the runtime and availability of a system to be very high so our business interruption has been virtually zero

- Kevin Moore, IT Director, Atlas Roofing

38

https://video.oracle.com/detail/video/5992575555001


Healthcare, USA

Increased Agility Operational Efficiency• Optimized management of the company’s business flows

through managed services for OCI• Elastic environments to align with business timelines

ACS Solution • Managed Cloud Applications Unlimited services: OBIEE, Markview, Vertex,

Hyperion, SOA• Managed Cloud Functional Service Desk

Achived Results • Increased agility and flexibility aligning with business timelines• Rapid provisioning• Optimized cost model with shift to OpEx and a predictable cost• Faster time to production with shortened upgrade cycles• Get more done with less people and resources

39

Copyright © 2019, Oracle and/or its affiliates. All rights reserved. | 40

ITV, UKCustomer’s Business Goal• Short term: improve security and performance by re-platforming

and upgrading Oracle E-Business Suite, Oracle Business Intelligence and Hyperion

• Long term: moving to a cloud based finance platform in 2-3 years

ACS Solution • Design and installation of Oracle Private Cloud Appliance (PCA)• Applications migration to the PCA platform• Databases upgrades, migrations and encryption enablement• Post migration design review for future performance enhancements

Results • Improved application performance by reducing time to run payroll, and

financial reporting• Enhanced security through GDPR compliance requirements assistance

Oracle Reference Story

CUSTOMER PERSPECTIVEWe chose to use Oracle Advanced Customer Services due to their in-depth knowledge of Oracle products and willingness to tackle technical issues – making old solutions work on new technology. Not only was the project completed within a challenging timeline – it was considered a success internally and with minimal business impact

— Anthony Chin, Head of Technology –Corporate Systems, ITV

https://www.oracle.com/uk/customers/itv-1-adv-cust-service.html

Copyright © 2019, Oracle and/or its affiliates. All rights reserved. | 41

Telco, EMEARe-platforming Exalogic Workloads to Private Cloud Appliance

Customer’s Business Goal• Building new back office based on Oracle Technology• Improve agility of existing Oracle Fusion Middleware (FMW)

platform by replacing 6-year old Exalogic with Private Cloud Appliance (PCA)• Increased database workloads requiring replacement of 2 Exadata X3

ACS Solution • End to end project to install a new PCA for production FMW workloads and install

two new Exadata X6 and X7 for production and preproduction • Provision PCA using 50 Oracle OVM templates for FMW• Transition of all databases on Exadata (23 production DBs, 40 preproduction DBs) • Customer has been relying on ACS expertise for 12 years and always seeks ACS

guidance and support to ensure success of critical Oracle projects

Results • ACS enabling a smooth transition to new technology• Improved flexibility through virtualization and resource management• Rapid deployment of application provisioning• Improved performance through a technology refresh• A future-ready FMW platform based on PCA replacing aging Exalogic

same goal, different paths: 10 things about hybrid solutions · 2019-06-21 · • itil and sla...

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