new & emerging _ andrew pognoski _ oracle customer support update.pdf

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Oracle Customer Support Update – Investing in a Better Support Experience (and getting the MOST from your My Oracle Support!) Andrew Pogonoski – Senior Director, Oracle Software Support

Customer Support Update Aug 16, 2011: 11.30am


Agenda

•  Oracle Premier Support •  Industry Context •  Oracle Proactive Support Capabilities •  The Value of Proactive Support

PREMIER SUPPORT FOR SOFTWARE

PREMIER SUPPORT FOR SYSTEMS

COMPLETE SOLUTION SUPPORT

Oracle Premier Support Essential Support & Proactive Services for Oracle Products

Oracle Premier Support Comprehensive Coverage

Service and Support

Quickly diagnose and resolve issues

ü Expert technical support ü Rapid-response field

service ü Lifetime Support

Tools and Resources

Get the most of your Oracle products with

proactive services

ü Oracle knowledgebase ü Product health checks ü My Oracle Support

Product Innovation Keep pace with

change and capitalize on new opportunities

ü Updates ü New releases ü Tools to assist with

patching and upgrades

6

Next Generation Customer Services Defining the standard for future success

Service Maturity

Business Impact

“Customer Services 2.0” • Success oriented • Personalized • Proactive • Preventative • Business process,

knowledge and relationship driven

• Collaborative and community based

Traditional Break-Fix •  Generic •  Reactive •  Problem oriented •  Technology driven

Improving Quality Of Support It’s a Start…

•  Escalation response directives •  You told us we weren’t meeting your expectations •  Ensuring that initial escalation is addressed effectively by

•  Increasing number of available escalation resources •  Putting processes in place to track response times

•  Getting back to basics •  Making it easier to contact your support engineer •  Returning to traditional support practices

•  Getting engineers back on the phones •  Putting the power in customer hands

Improving Quality Of Support What’s Next…

•  Responsiveness to Issues •  Again, you told us we weren’t meeting your expectations •  Backlog management efforts •  Ensure SR is regularly updated with a valuable contribution

•  Not use “I am looking into it”, and reduce SR tennis •  Again, putting the power into your hands

•  Solving the Priority issue •  Getting back to proper prioritisation / industry standards •  Education of customers

•  And we need to prove ourselves….


Agenda


“Proactive”?

Ask yourself - which is best? ¨ Going to the doctor with a health problem? ¨ Having a medical check up? þ Living a healthy lifestyle?

Do you want…? ¨ Faster responses to problems, higher service levels ¨ Regular IT patches and system tuning þ To prevent problems from occurring – keep IT running?

* New Oxford American Dictionary 2nd edition © 2005 by Oxford University Press, Inc

Adjective … creating or controlling a situation by causing something to happen rather than responding to it after it has happened” *

What CIOs Are Saying

•  Need to protect and unlock the value of technology investments across the IT lifecycle.

•  See value in the latest service innovations •  Demanding more proactive support

•  Benefits of integrated support •  Alleviate cost and complexity •  Reduce total cost of ownership of IT solutions.

IDG Research Services "The Future of IT Services and Support.” Base: 308 Total; 100 U.S..; 100 EMEA; 100 APAC Jan. 2010.

80%

83%

Improved mission-critical system

uptime and availability

Enhanced Security

76%

80%

Proactive and preventive systems

maintenance

Reduced IT complexity and

system integration cost

92% of respondents rate “Improving the overall business value of IT” among their top five

IT priorities

81% of respondents rate “Reducing Total Cost of

Ownership of IT Solutions” among their top five IT priorities

77% of respondents rate “Minimizing risk” among their top

five IT priorities

IT Priorities Are To Provide Business Success

81%

82%

Enhanced speed and agility

Accelerated new product and

technology adoption


Reduced Risk

Higher Business

Value

Lower Cost of

Ownership


Agenda


Delivering Value: Oracle Proactive Support

Higher Business Value

Lower Cost of Ownership Reduced Risk

Knowledge Sharing

Guided Lifecycle Advice

Problem Prevention

Problem Resolution

Oracle Integrated Technology Platform

Creating Customer Value

Proactive Support at Herbalife Delivering Operational Improvements Now

1.  Avoiding Problems with Proactive Monitoring Business Result: Global view and disciplined health assessment of systems helps us plan maintenance and avoid problems.

2.  Accelerating Problem Resolution Business Result: Simplified service request creation and priority handling gets us to root cause analysis faster. Estimated reduction in time required to resolve issues by 50%.

3.  Personalized Information with Unified Dashboard Business Result: 100 users directly submit service requests without requiring assistance from technical staff. Technical staff available to focus on more strategic activities.

Maintaining consistency across

Oracle systems

Controlling IT costs and improving

productivity

Controlling IT costs and improving

productivity

Knowledge Sharing Exploit Best Practices and Expertise 230,000 members 185 communities Best practices Trusted peers & Industry professionals Webcasts and white papers

Knowledge Sharing


Problem Prevention

Problem Resolution

My Oracle Support Community

Join The Success

“The real value in My Oracle Support Community is that many of the participants in the community discussion are talking from a

business results perspective, not just the IT technical point of view. The solutions offered are not only technically feasible, they work in

the real business world. The answers to business process questions are high quality, relevant and immediately useful. With

My Oracle Support Community I stay personally engaged with what is going on in the business process areas I care about, on a

schedule of my choosing”

Mike George, Consulting Director, Fujitsu America

Podcast, 15min mp3

Guided Lifecycle Advice Rapidly Deploy New Products & Technology

Knowledge Sharing


Problem Prevention

Problem Resolution

Best practices for upgrades Step by step instructions Organized by Phase Multimedia

Upgrade Advisors

My Oracle Support – Upgrade Advisor

“The Upgrade Advisor is a great proactive tool to help us reduce risk. It ensured we didn't miss anything during

upgrade. It also had a direct effect on the number of SRs opened and the time and ease of creating SRs, resulting in a 50% reduction in resolution time. Most importantly, downtime

during and after the upgrade was minimal.” April Sims - Database Administrator, Southern Utah University

Problem Prevention Maintain System Health & Availability

Knowledge Sharing


Problem Prevention

Problem Resolution

Reactive & Proactive capabilities Health Checks Patch Advice Integration - Oracle Enterprise Manager

Oracle Configuration Manager

Join The Success

“The greatest benefit we get from My Oracle Support is to forewarn BT of any potential issues, and avoid expensive and untimely system

outages in the future. We have constantly provided Oracle with the latest configuration that we are running internally for them to assess

and inform BT of potential issues. My Oracle Support has significantly improved in our problem resolution and reduced IT risk. It took the

initial 36 hours of trying to understand what the configuration was out of the equation completely.”

Paul Mardle - HQ SD/EMP Delivery Director, British Telecommunications

Problem Resolution Solve Problems & Optimize Performance

Knowledge Sharing


Problem Prevention

Problem Resolution

Detects hardware problems Secure transmission Customer-installable Improved availability Less time spent with Service Requests

Auto Service Request for Sun Systems

Join The Success

"One of the best parts about the serviceability from Oracle Support is Oracle Auto Service Request. Auto Service Request has simplified and

streamlined how we work in as much as we no longer have to self diagnose. A lot of specific hardware faults are now diagnosed

for us at a much deeper level than we can necessarily look at ourselves."

Jake Carroll - Information Technology Manager The Queensland Brain Institute, The University of Queensland, Australia

© 2010 Oracle Corporation Oracle Internal only

My Oracle Support The Integrated Technology Platform •  Portal used by 300,000+ customers •  Service Request (SR) processing •  Knowledge Base •  Software patches and updates •  System health checks and diagnostic tools •  Check certified platforms and software obsolescence •  Integrated with Oracle Enterprise Manager

Simplified Incident (SR) Management

Feature

Personalized Knowledge Management

Proactive Problem Management

Customer Benefit

25% problems avoided

30% faster Service request creation

40% faster problem resolution


Agenda


Perceived Value of Proactive Services

Nine out of ten (93%) respondents worldwide agree it is important for IT providers to invest in product and service Innovation.


Oracle Proactive Support Delivering the capabilities required by CIOs

Area (Software) +

Knowledge Share •  Communities (185+) •  Knowledge Management •  Improved Search Capabilities •  Improved Interface

•  Communities (25+ Sun-specific) •  Knowledge Management •  Improved Search Capabilities •  Improved Interface

Guided Lifecycle Advisor

•  Updates and Patches, available for download from My Oracle Support

•  Upgrade Advisors •  Upgrade Planners •  Integrated with Oracle

Configuration Manager (OCM)

•  Sun Updates and Patches available for download from My Oracle Support

Problem Prevention

•  Security & Product Alerts •  Patch Advice & Recommendations •  Patch Planning •  Configuration History •  New Health Check capabilities

•  Proactive analysis of Hardware Systems

•  Automated Alerts & Patch Recommendations

Problem Resolution

•  Embedded, automated Configuration Management

•  Online Service Request Creation & Tracking

•  Enables Prioritized Service Requests (SRs)

•  Automated Service Requests, Integrated My Oracle Support

•  Warm Transfer of Service Requests


Benefit from health services, intelligent fault management and timely, personalized advice All part of your Oracle Premier Support service Get started at: www.oracle.com/goto/proactivesupport

Adopt Oracle Proactive Support


Thank you!

The preceding 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.

new & emerging _ andrew pognoski _ oracle customer support update.pdf

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