jonathan berry president & ceo [email protected] 203.331.2267 leveraging a help desk as part...

Jonathan BerryPresident & [email protected]

Leveraging a Help Desk as part of a

Hyperion Center of Excellence

Copyright © 2014, Accelatis. All rights reserved. http://www.accelatis.com

Powering I.T. Empowering Business.

mailto:[email protected]

Agenda

1. Accelatis Background2. Center of Excellence3. Challenges with Support Process4. Enter the Help Desk5. Detailed Support Process6. Root Cause Analysis

2Copyright © 2014, Accelatis. All rights reserved.

http://www.accelatis.com

3

Hyperion Solutions: HFM Development Team – 1998

Oracle: Director of Engineering HFM / FDM – 2008

Accelatis: Founded in 2008

Jonathan BerryFounder / CEO

Development and Support Team 80 Years of Combined Hyperion Experience

Rob Poirier 20 Years of Hyperion / EPM ExperienceDirector of Client Services

Who are We?


Provide you the neededinsight & control

into Oracle EPM / Hyperion to efficiently & consistently

manage your system to deliver maximum user benefit….

Our Focused Mission

Copyright © 2014, Accelatis. All rights reserved. http://www.accelatis.com 4

Our Solution

Enterprise Systems

ManageAll Moving

Parts

MonitorAcross All

Environments

ResolveMore Quickly

SimulateUser

experience

OptimizeEliminate

Bottlenecks

Support Streamline

Process

1. Empower Business Users & IT

2. Broad Approach to APM

3. Deep Look into Underlying Systems



What is a Center of Excellence?

Enterprise Systems

ManageAll Moving

Parts

MonitorAcross All

Environments

ResolveMore Quickly

SimulateUser

experience

OptimizeEliminate

Bottlenecks

Support Streamline

Process



Challenges

1. No ‘One Size Fits All’ solution

2. Needs change depending on stage of deployment

3. Support is often owned by Finance supported by teams that don’t always fully understand it

4. Disjoint processes usually comprise overall Support Process

5. Support is often a global challenge crossing time zones and languages

6. Many disciplines required through lifecycle of a ticket

7. Few tools provide Hyperion-specific support



Problem resolution ownership (without collaborative toolset)

Application Administrator

IT

Product Support

Management

Users

(to help reproduce)

Outsourced IT

Who owns this?



What is a Help Desk?

• Centralized Support• Ticket Management• Gather User Info• Issue History


Basic Help Desk Process



Support Process is something bigger

• Centralized Support• Ticket Management• Issue History• Gather User Info• Knowledge Base(s)• Training• Gather Infrastructure Info• Gather Performance Data• Root Cause Analysis• Communicate with Oracle Support


Support Process Illustrated



Help Desk

Gather User Info

Gather Infrastructure

Data

Gather Performance

Data

Self-Service Training

Root Cause

Analysis

Local Knowledge Base

Ticket History

Oracle Support

Self-Service Resolution

User Created

System Created

Global Shared Knowledge Base

Oracle Knowledge Base

UsersNotifications

Multiple Disciplines Required

Leverage Proven Mechanisms

• Self-Help Diagnostics and Troubleshootingo ‘Did this solve your problem?’

• Issue Acknowlegemento Utility Companies: “We are aware of an issue in your area”

1. User knows Admins are aware

2. Admins know magnitude of problem without multiple tickets

• Shared Knowledge Baseo ‘30 other companies found this helpful’


Automation can only do so much

Need reproducible methodologies for

Root Cause Analysis


Recipe for Root Cause Analysis

Ruled Out as Issues Possible Issues

Software Bug

Component Failure

Data Population

Config out of sync

Resource bottleneck

App Change

Network

Config Change



RCA Methodology

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Symptom Analysis Actions Cause

Systemic performance

Intermittent performance

Server failing

Feature failing

Process failing

User Problem

Verify Rule OutAnalyze and

Rule Out

Look for reported Errors

Analyze Performance

Poor Config

Config Change

Data Change

Application Change

Configs out of sync

NetworkLogs

Alerts

Database

App Server

Web Server

Benchmarks

Software Bug

Failed Component

Resource Bottleneck

Network

Config Change

App Change

Config Sync

Data Change/Population

User Error/Misrepresentation


Time Investment



Major Version Introduction

Minor Version Introduction

Available Tools

Manual Mechanismso Memory and Post-It Notes

Generic Solutions Applied to Help Desko Email, SharePoint, Evernote, Dropbox

Purpose-Built Help Desk Tools (many others)o ZenDesko FreshDesko *SalesForce (More of a focus on CRM including Sales)

Comprehensive Support Process Toolso *Accelatis (Built with knowledge of Hyperion)o Proxy Networks


Building Community



Accelatis is engaging with Hyperion clients who want to be part of this knowledge-sharing

community.

Come speak to us if you are interested

Questions?

20

Jonathan BerryPresident & [email protected]

Ed DeLiseVP Sales & Marketing, [email protected]




jonathan berry president & ceo [email protected] 203.331.2267 leveraging a help desk as part...

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