partner webcast - oracle support for opn partners
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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 Oracle’s products remains at the sole discretion of Oracle.
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Oracle Support OPN Partners
March 30, 2017
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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
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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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Confidential – Oracle Internal/Restricted/Highly Restricted 6
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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?
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What we hear from our Partners
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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
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Value of Oracle Support – all included at no additional cost
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Proactive Support Tools GET PROACTIVE!
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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
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Unlocking the Value of Support
Confidential – Oracle Internal/Restricted/Highly Restricted 11
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Get Proactive! Portfolio
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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
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• 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
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Survey – end 2016
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•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
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Adoption: helps attain quicker resolution time
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Knowledge Management
Confidential – Oracle Internal/Restricted/Highly Restricted
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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
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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.
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Configuration Management
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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
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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.
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Service Request Management
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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
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Service Request Management
Max
Min
Average
Copyright © 2017, Oracle and/or its affiliates. All rights reserved. |
Systems Management
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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.
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Systems Management
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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
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Systems Management
Max
Min
Average
Copyright © 2017, Oracle and/or its affiliates. All rights reserved. |
Life Cycle Management
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Customers adopting these services are empowered in their mission to maintain currency of their Products
• Patch & Updates feature helps to quickly identify recommended patches for your product or products in your product stack that you use together.
• Products certifications is a combination of Oracle and third-party products and operating systems that Oracle has tested and should work together.
• Upgrade & Lifecycle advisors are specially crafted documents with step-by-step paths to perform an upgrade effectively.
Copyright © 2017, Oracle and/or its affiliates. All rights reserved. |
Life Cycle Management
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53
60
14
14
15
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75
80
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0 10 20 30 40 50 60 70 80 90 100
Upgrade Advisors
Lifecycle Advisors
Product Certifications
Patches & Updates
Average Adoption %
Pro
Act
ive
Se
rvic
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Lifecycle Management
Max
Min
Average
•
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Maintenance Management
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Powerful tools that helps Customers trouble shoot common issues quickly and put mitigation plans in place.
• Performance diagnostics is a set of tools across product portfolio that helps customer tune performance issues.
• Error Troubleshooting provides advanced troubleshooting capabilities for generic ORA-600 and ORA-7445 errors.
• Find previous releases of products which are no longer supported and export this list as a work list for upgrades using Inventory Report.
• Maintenance Advisors help you plan and execute a viable patching and maintenance strategy which includes a complete project patch plan specific to your environment.
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Maintenance Management
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40
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11
14
15
11
70
65
83
75
0 10 20 30 40 50 60 70 80 90
Maintenance advisors
Inventory report
Error Troubleshooting
Performance diagnostics
Average Adoption %
Pro
Act
ive
Se
rvic
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Maintenance Management
Max
Min
Average
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Support Accreditation
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Accreditation leads to Progressive Transformation in Operational Excellence
• My Oracle Support learning path and Product-specific paths delivered via short videos.
• Best practices and recommendations empower user to fully leverage core tools and capabilities.
• Post learning evaluation to validate the concepts and re-enforce the learning.
• Reputation and skills enhanced recognition through certificate of Accreditation from Oracle.
• Per end of March over 26,000 accredited
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Support Accreditation
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14
80
0 10 20 30 40 50 60 70 80 90
Accreditation
Average Adoption %
Pro
Act
ive
Se
rvic
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Accreditation
Max
Min
Average
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
Significant adoption gaps
Opportunity for partners
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Survey – end 2016
Copyright © 2017, Oracle and/or its affiliates. All rights reserved. |
Requesting Management Attention to a Service Request
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Copyright © 2017, Oracle and/or its affiliates. All rights reserved. |
• Requesting Management Attention will facilitate the creation of an action plan to resolve the issue with your Service Request
• Request Management attention when:
– The SR is not progressing in a manner that will meet your project milestones, implementation or upgrade plans
– You urgently need to communicate important business issues to a manager
– You are dissatisfied with the resolution or response to a Service Request
• Call Support
– Find the local number to call at
www.oracle.com/support/contact.html
– Speak with the analyst regarding your specific, immediate need and any applicable business impact • Need a call back: Request a manager call you
back and provide your contact information
• Do not need a call back: Provide detailed information you would like conveyed to the manager
– More information is available on Document 199389.1
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Requesting Management Attention to a Service Request
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Requesting Management Attention to a Service Request
• Previously called Escalation process
• Make sure the SR is well described, Severity is set correctly and SR is escalated
• To speed up process, skip the call with the Support Analyst and immediately request a Manager call back
• The Support Manager
– is managing the Support analysts of the related product and sets priorities
– makes effort to call back in 30 minutes
– can coordinate/setup a call with development when there is a bug involved
• When dissatisfied you can ask to speak to next level manager, director or even VP
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Support Accreditation for Partners Call to Action!
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Accreditation: Your challenge and Opportunity
• Target Accreditation Level 1 and 2 • My Oracle Support
• Cloud Support
• Your DBAs and MOS/Cloud users prepare
• Learn about Get Proactive!
• Earn your certificates • Implement your learnings
• Advise and help Customers
• Enhance your CVs
• Create your Service Offerings
• Use the tools
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1. Get Ready 2. Get Accredited 3. Change Your Business
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Accreditation Program Framework and Sequence
Access Accreditation Series Index
Select Your Accreditation
Open and Review the Study Guide
Click Play to start the first module
When ready, click Take the Exam
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01 – Introduction to Accreditation Program
02 – Customer User Administrator and Support Identifiers
03 – Intro to My Oracle Support, My Account, Settings, Hot Topics
04 – Knowledge Searching, Browsing and PowerView
05 – Product Certifications
06 – Patches and Updates searching and downloading
07 – My Oracle Support Community
08 – Best Practices for Hardware and Software Support
09 – Creating and Managing Service Requests
10 – Mobile My Oracle Support
11 – Technical and Lifetime Support Policies
12 – Recap and Summary
My Oracle Support Accreditation Level 1 Modules
My Oracle Support Accreditation
Oracle Support Accreditation - Series Index (Doc ID 1583898.1)
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Common Adoption Scenario example
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MOS L1 CUA and Support Identifiers; Knowledge Base; Certifications; Patching; Community; SRs; Mobile My Oracle Support; Support Policies.
EBS Stay Informed; Analyzer Scripts; Period Close; Patching; Certifications; Upgrade Advisor; Comparison Reports; Patching and Information Center.
Database Support Tools; Install, Patching, Upgrade; Performance; Security; Scalability; Availability.
Adoption
Build your desired accreditation model for your products and business objectives.
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Proactive Support Tools Profile Created and Deployed
Patching Wizard tools and Oracle Configuration Manager
Six EBS Analyzers currently being used by Customer on weekly and monthly basis:
1. Payables Period Close Analyzer – Diagnostic to Validate Data Before Period Close
2. Master GDF Diagnostic (MGD) to Validate Data Related to Invoices, Payments, Accounting, Suppliers and EBTax
3. IP Item Analyzer Diagnostic Script (iProc)
4. Payables Trial Balance Analyzer – Diagnostic to Validate Data for APTB issues
5. Internet Expenses Setup Helper – Diagnostic to Validate OIE Setup Data
6. EBS Procurement Accrual Reconciliation Analyzer
What Changed in Their Business Post-Accreditation?
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What is in it for your customers
• Higher Availability and Higher Performance
• Increased Operational Excellence (reduced TCO)
• Higher Support ROI, More Business Value
• Upskilling their Team:
– increased Capability through Accreditation
• More Agile – Ready for Cloud
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• Go for Accreditation of your team
•Know how to effectively assist and coach your customer
• Bring the benefits of Proactive tools to your customer
• Enhance your staff CV and company profile
• Win customer loyalty and grow your business
• Differentiate from competition
• Avoid reputational damage
Take Aways: What is in it for You
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Is today your day to get accredited? Absolutely !
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Thank You Q&A
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Resources For You
Accreditation Program
• Accreditation Series Index – Doc 1583898.1
• Accreditation FAQ – Doc 1585906.1
• Oracle Support Accreditation (MOSC) Community
General Learning
• My Oracle Support Resource Center – Doc 873313.1
• Advisor Webcasts – Doc 749066.1
• My Oracle Support: How To Series – Doc 603505.1
• My Oracle Support Essentials Series – Doc 553747.1
• Get Proactive Events Calendar, Doc 125716.1
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Oracle Partner Hub EMEA Innovation & Modernization Center
Partner.IMC@beehiveonline.oracle.com
twitter.com/OracleIMC
facebook.com/OracleIMC
plus.google.com/+OracleIMC
youtube.com/user/OracleIMCTeam
linkedin.com/groups/4535240
blogs.oracle.com/imc
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