Extract the Most Value from Oracle Premier Support

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(No Transcript)
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Extract the Most Value from Oracle Premier Support
Lynn Pionkowski Regional Support
Advocate Support Education
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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 Oracles products
remains at the sole discretion of Oracle.
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Agenda
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• Innovating the Support Experience
• EBS R12 Upgrade Tools
• Oracle Support Resources

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Critical IT Priorities
Survey 400 respondents worldwide

• 1 Maintaining systems security
• 2 Reducing costs
• 3 Improving system performance
• 4 Increasing or maintaining uptime/availability
• 5 Increasing internal customer satisfaction

Source IDG Research Group, October 2008
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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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Transforming the User Experience
Support Maturity Model
Reactive
System goes down Call Support Wait for Support to
call back Support calls back Download, install
patch System eventually recovered
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Transforming the User Experience
Support Maturity Model
Proactive
Support notifies latest patches Decide which
patches apply Download new patches Install the
patches Outage averted some of time
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Transforming the User Experience
Support Maturity Model
Predictive
Software defect identified Automatically
notified Potential problem, impact Offered
remedy Implement remedy Outage averted most of
time
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Transforming the User Experience
Support Maturity Model
Reactive
Proactive
Predictive
Which model would you prefer?
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Next Generation Support Platform
Benefits
Support Experience
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My Oracle Support
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My Oracle Support
Graphical view of system health critical
patchesbased on your environment
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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
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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
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My Oracle Support
Targeted knowledge based on your specific system
configurations
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My Oracle Support
Latest breaking news
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My Oracle Support
Manage your projects at a glance
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My Oracle Support
Engage Best Practices via collaborative support
environment
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My Oracle Support
Page, regions refreshed dynamically Real-Time
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Get Started Today

• Login My Oracle Support
• Download Configuration Manager Collector
• Join My Oracle Support Community

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Support Tools

• Maintenance Wizard
• 200 Oracle Diagnostic Tests
• 300 DBA Scripts
• Performance Tuning Tools and Scripts

• Change Assistant
• Change Impact Analyzer
• Performance Monitor

• Upgrade Wizard
• Application Deployment Manager
• Script Checker Utility

• Change Assistant
• Support Assistant
• Performance Monitor

• Support Assistant
• Net Change Analyzer

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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

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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

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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, SIGs, RUGs 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

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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 support-training-emea_ww_at_oracle.com
• APAC support-training_ww_at_oracle.com
• North America support-training_us_at_oracle.com
• Latin America support-training_br_at_oracle.com