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Louise Wiles

Louise Wiles. Snr Director, Oracle Customer Services Oracle Corporation. Oracle Services. Personalized, Proactive Support. Superior Oracle Product Knowledge. Optimized Performance and Value of your Oracle Solutions. Accelerate Time to Value of your Oracle Environments.

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Louise Wiles

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  1. Louise Wiles Snr Director, Oracle Customer Services Oracle Corporation

  2. Oracle Services Personalized, Proactive Support Superior Oracle Product Knowledge Optimized Performance and Value of your Oracle Solutions Accelerate Time to Value of your Oracle Environments Transforming Your Business with Measurable Results

  3. Oracle Premier SupportWorld class support with a singular focus: Customer Success Product Enhancements and Updates Global Support Infrastructure Proactive, Automated Support Lifetime Support Ecosystem Support

  4. Oracle Premier Support Product Enhancements and Updates Global Support Infrastructure Proactive, Automated Support Lifetime Support Ecosystem Support

  5. Product Enhancements and Updates Rights to future product releases (including Oracle Fusion), product upgrades, and patches and fixes—as well as tax, legal, and regulatory updates. • Covers the full software stack: Database, Middleware & Applications • Applications Unlimited • Major Upgrades and Architectural Shifts at no extra cost

  6. Oracle Premier Support Product Enhancements and Updates Global Support Infrastructure Proactive, Automated Support Lifetime Support Ecosystem Support

  7. Oracle Services: Unparalleled Scale • Deep Expertise: • 14,000+ Service Professionals with 6+ years average tenure • 20,000+ Developers • Complete Coverage: • Total IT Lifecycle • Entire Software Stack • 2000+ Products • Global Presence: • 145 Countries • 27 languages

  8. Global Customer CareDedicated to your success • Your link to Real-time Support Information • A unique service offered as part of your annual Support contract • Provides support on non-technical issues, or when you don’t know whom to contact or where to get the information you need • Global Customer Care lets you speak to an experienced professional with extensive knowledge of the Oracle organisation • We will help you locate the information you need to be successful, or learn the most effective uses of our self-service tools

  9. Partial Offering Complete Offering Not Offered Oracle Communities • Oracle MetaLink forums: 10,000+ distinct users (does not include employees) • OTN: 6 million+ members • Discussion forums: 600,000+ registered users • Oracle Wikis: 5,000+ registered users • Oracle Mix: 7,000+ registered users • User reputation model: Oracle Ace and Oracle Ace Director • 57 Oracle Ace Director’s + 117 Oracle Ace’s • Peer nomination based, Oracle Committee selection process

  10. Oracle Support – Vision for Communities Web-Based Support Community Support Trusted Service Network Value-Added Support Realization Note: Term “customer” includes partners

  11. Oracle Premier Support Product Enhancements and Updates Global Support Infrastructure Proactive, Automated Support Lifetime Support Ecosystem Support

  12. How We Deliver Customer Success Self-Correcting Automated Preventive Proactive Personalized Customer Experience Reactive Collaborative Service Capabilities

  13. Oracle Support – Transformation in ActionIt’s a journey… Reactive Proactive Predictive • System goes down • You call Support • You wait for Support to call back • Support calls you back • You download and install a patch • System is eventually recovered  

  14. Oracle Support – Transformation in ActionIt’s a journey… Reactive Proactive Predictive • System goes down • You call Support • You wait for Support to call back • Support calls you back • You download and install a patch • System is eventually recovered • Support notifies you of the latest patches • You figure out which patches apply to your system • You download the new patches • You install the new patches • System outage is averted some of the time  

  15. Oracle Support – Transformation in ActionIt’s a journey… Reactive Proactive Predictive • System goes down • You call Support • You wait for Support to call back • Support calls you back • You download and install a patch • System is eventually recovered • Support notifies you of the latest patches • You figure out which patches apply to your system • You download the new patches • You install the new patches • System outage is averted some of the time • Specific software defect is identified • You are automatically notified of the potential problem & impact • You’re offered a remedy • You implement the recommended remedy • System outage is averted most of the time  

  16. Proactive, Preventative Support Collaborative support to proactively prevent problems and to accelerate problem resolution using process best practices and advanced support technologies. • Configuration Manager • HealthChecks • Configuration-Specific Product and Security Alerts • Maintenance Wizard • Automated Testing and Assessments

  17. Proactive, Automated Support • Maintenance Wizard • Oracle Diagnostics Test Setups • Change Assistant • Change Impact Analyzer • Visual Compare\Merge • Performance Monitor • Upgrade Wizard • Application Deployment Manager • Script Checker Utility • Change Assistant • Support Assistant • Support Assistant • Net Change Analyzer

  18. Customer Success Configuration Manager Reduces Direct Operational Costs Reduces Indirect Costs • Customer Success • Greater value from Oracle Investments • Reduced Total Cost of Ownership • Superior Ownership Experience • 30% Reduction in Service Request Log Time • 20% Faster Response to Service Requests • 40% Faster Issue Resolution • HealthCheck & Patch Advice leveraging Oracle Best Practices • 25% Proactive Problem Avoidance with Alerts and HealthChecks • Reduces Unplanned Downtime + =

  19. Introducing: My Oracle Support • Webstar Service Excellence Award • 2003 through 2007 • Next Generation Support • Embedded Configuration Management • Extensive Knowledge Base & Communities • Personalized & Proactive Service • Outcome: Customer Success • 25% problems avoided • 40% faster problem resolution • 30% faster service request creation • 97% of problems resolved quicker with targeted knowledge + • SSPA • Best Embedded Product Support • 2008

  20. Engage Best Practices via Collaborative Support Environment Page and Regions Refreshed Dynamically Real-Time Graphical View of System Health and Critical Patches Based on Your Environment Personalized View Of Your Service Requests Based On What You Need To Do Today Systems Are Prioritized Based On Which System Configurations Have Critical Issues Needing Attention Graphical View of Inventory and Usage Quick Access to Tips and Tricks. Many Customizable Drop In Regions Targeted Knowledge Based On Your Specific System Configurations Manage Your Projects At A Glance Latest Breaking News My Oracle Support

  21. Future Enhancements & Functionality Drive better business results Expand Service Capabilities Reduce Complexity Accelerate Adoption Eliminate Points of Failure Improve Systems Management Improve Lifecycle Management Service Development Customer Benefit Collector Mass Deployment Improve Proactive Advice Configurable Alerts Role Based Personalization Advanced Analytics & Reporting Integrate Configuration & Diagnostics Extend Product Coverage

  22. Oracle Premier Support Product Enhancements and Updates Global Support Infrastructure Proactive, Automated Support Lifetime Support Ecosystem Support

  23. Lifetime Support Simple and predictable, our support policy covers your Oracle technology environment, from database to middleware to applications for the Lifetime of your software investment. • Continuous Applications innovation through Updates and Upgrades • Supports You at Every Stage of the Applications Lifecycle • Lifetime Support Policy • Applications Unlimited • Business drives the Upgrade

  24. Lifetime Support Your Investment Protected For Life Premier Support Extended Support Sustaining Support Unlimited 0 1 2 3 4 5 6 7 8 9 10 FROM 5 YEARS TO FOREVER

  25. Lifetime SupportAcross Product Lines • FEATURE • Lifetime Support Policy • Applications Unlimited • Support for your entire Oracle technology stack • Protection of your Oracle investments • Support for 5 years to forever Oracle E-Business Suite PeopleSoft Enterprise Lifetime Support Siebel JD Edwards EnterpriseOne Oracle Database JD Edwards World • VALUE • Continuous Applications innovation through Updates and Upgrades • Supports You at Every Stage of the technology investment Lifecycle • Business drives the Upgrade Oracle Middleware Oracle Retail

  26. Oracle Premier Support Product Enhancements and Updates Global Support Infrastructure Proactive, Automated Support Lifetime Support Ecosystem Support

  27. Ecosystem Support A history of technology innovation and cooperation with partners to support standards-based software and emerging technologies, ensuring quality support for all Oracle-based solutions. • Joint Escalation Teams (JETs) with Infrastructure Partners • Linux Support / Open Source Commitment • One Stop Support for ISVs

  28. Support for the Complete Oracle Technology Stack and Ecosystem Most comprehensive in the industry– breadth and depth • Complete Technology Stack • Only Oracle provides support for the complete technology stack • Single point of contact and support for applications, middleware, database and Linux support • Ecosystem Support • Infrastructure and strategic partners • Industry standard technology stacks and emerging technologies • Multiple database and middleware platforms • One Stop Support for Independent Software Vendors (ISVs) Oracle Consulting Oracle, PeopleSoft, JD Edwards, Siebel, Retek Oracle Tools / J2EE FusionMiddleware Database 10g,TimesTen IMDB,Berkeley DB Oracle goes beyond the Oracle footprint to support our customers entire ecosystem–Only Oracle Enterprise Linux

  29. Oracle Unbreakable Linux Support • Linux support available to any customer • Dedicated development, test, and delivery teams • Validated Linux configurations • Backed by world’s largest software support team • Ready 24x7 in 145 countries and 27 languages

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