Outsourcing Oracle E-Business Suite

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Outsourcing Oracle E-Business Suite

• Kevin Brown
• Manager, Enterprise Applications
• January 21, 2009
• kbrown_at_symmetricom.com

2
At a Glance

• Global leader providing mission critical time and
  frequency solutions
• Headquartered in San Jose, CA.
• Offices throughout the US, as well as the United
  Kingdom, Germany, China and Malaysia
• Manufacturing in SF Bay Area, Massachusetts,
  Colorado and Puerto Rico
• FY08 revenue 208M
• 900 employees

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A Sampling of Customers
Telecom
Government
Enterprise
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Oracle Environment

• E-Business Suite 11.5.10 CU2
• Sierra Atlantic currently provides hosting and
  remote DBA services
• Live since June 2001

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Oracle Modules

• Manufacturing
• INV
• WIP (Discrete)
• ENG
• BOM
• MRP
• Order Mgmt/CRM
• OM
• TeleService
• Contracts
• iSupport

• Financials
• AR
• AP
• GL
• Projects
• FA
• TimeLabor
• iExpense
• Procurement
• PO
• iSupplier
• iProcurement

• Other Modules
• HR
• ICM

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Oracle History
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Outsourcing Expectations

• Single contact
• Data center Performance, troubleshooting and
  infrastructure
• System monitoring, performance and capacity
  planning
• Database functions Performance, refreshes,
  backups and recovery
• Patch analysis and application
• Manage concurrent manager

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AppShop

• Initial implementation partner
• Hosting ppartner
• Support
• Front-line support
• Worked directly with Super Users
• Primary project partner

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Why We Left AppShop?

• Sarbanes-Oxley Compliance
• SAS 70 Type II requirement
• Cost
• Support

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Why Oracle OnDemand?

• Compliance SAS70 Type II certification
• Monthly savings of over 13K
• Remove the middleman
• Better access to Oracle product teams and
  development
• Experts at their own software
• Pricing based on number of licenses versus
  service requests

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Cutover to OnDemand

• Migration of data
• CEMLI review
• Upgrade to 11.5.9
• Completed in three months
• Went live on schedule in May 2004

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OnDemand The Good

• Priority with Oracle Support
• Strong service delivery manager
• One help desk for all issues Metalink

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OnDemand The Bad

• Lack of continuity
• Nagging issues
• Workflow
• Load balancing
• Slow response for simple requests
• Lack of personal service
• Too large to focus on Symm specifics

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Why We Left OnDemand?

• Cost
• New contract increased cost dramatically
• Wanted closer relationship
• Overall service level was declining

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Select the Next Partner

• Two firms made the short list
• USI
• Owned by ATT
• Concern about getting lost in such a large
  company again
• Coincidently a distant relative of AppShop
• Sierra Atlantic
• Hosting is a small division
• Offers software and other services
• Robust disaster recovery offering
• Performed study of bringing in-house
• Outsourcing saves about 20

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Move to Sierra Atlantic

• Strong coordination between OnDemand Sierra
  Atlantic Symmetricom
• Smooth cutover in 2 ½ months
• Went live on schedule in February 2008

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Sierra Atlantic The Good

• Close relationship with DBA and account
  management
• Transparency cannot tell DBA has other clients
• Rapid response to issues and inquiries
• We can call someone that can actually take action
• Primary DBA knows history of changes and tweaks
• System monitoring
• Mirrored disaster recovery site

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Sierra Atlantic The Bad

• Help Desk can be difficult to use and lacks
  features

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Relationship Management

• Trust they are the experts
• Question you should understand
• Be persistent be the squeaky wheel when
  necessary
• Rate issues appropriately dont squeak at the
  wrong time
• Understand and agree on the processes
• Share future plans even if not specific to EBSO

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Outsourcing EBSO
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Questions??
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