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Extract the Most Value from Oracle Premier Support

Extract the Most Value from Oracle Premier Support. Lynn Pionkowski Regional Support Advocate Support Education. Please note:

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Extract the Most Value from Oracle Premier Support

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  1. Extract the Most Value from Oracle Premier Support Lynn Pionkowski Regional Support Advocate Support Education

  2. 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 Oracle’s products remains at the sole discretion of Oracle.

  3. Agenda <Insert Picture Here> • Innovating the Support Experience • EBS R12 Upgrade Tools • Oracle Support Resources

  4. 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

  5. “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

  6. 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

  7. 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

  8. 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

  9. Transforming the User Experience Support Maturity Model Reactive Proactive Predictive Which model would you prefer?

  10. Faster problem resolution Simplified support experience Avoid known problems Improve system stability Real-time collaboration Connect with Oracle experts Next Generation Support Platform Benefits Support Experience

  11. My Oracle Support

  12. My Oracle Support Graphical view of system health & critical patchesbased on your environment

  13. My Oracle Support Personalized view of your service requests based on what you need to do today

  14. My Oracle Support Graphical view of inventory and usage

  15. My Oracle Support Systems prioritized based on which system configurations have critical issues needing attention

  16. My Oracle Support Quick access to Tips and Tricks. Many customizable drop-in regions

  17. My Oracle Support Targeted knowledge based on your specific system configurations

  18. My Oracle Support Latest breaking news

  19. My Oracle Support Manage your projects at a glance

  20. My Oracle Support Engage Best Practices via collaborative support environment

  21. My Oracle Support Page, regions refreshed dynamically Real-Time

  22. Get Started Today Login My Oracle Support Download Configuration Manager Collector Join My Oracle Support Community

  23. 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

  24. 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

  25. 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

  26. 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

  27. 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, SIG’s, RUG’s and ER Voting System

  28. 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

  29. 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

  30. 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@oracle.com • APAC: support-training_ww@oracle.com • North America: support-training_us@oracle.com • Latin America: support-training_br@oracle.com

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