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Outsourcing Oracle E-Business Suite

Outsourcing Oracle E-Business Suite. Kevin Brown Manager, Enterprise Applications January 21, 2009 kbrown@symmetricom.com. At a Glance. Global leader providing mission critical time and frequency solutions Headquartered in San Jose, CA.

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Outsourcing Oracle E-Business Suite

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  1. Outsourcing Oracle E-Business Suite Kevin Brown Manager, Enterprise Applications January 21, 2009 kbrown@symmetricom.com

  2. At a Glance • Global leader providing mission critical time and frequency solutions • Headquartered in San Jose, CA. • Offices throughout the US, as well as the United Kingdom, Germany, China and Malaysia • Manufacturing in SF Bay Area, Massachusetts, Colorado and Puerto Rico • FY08 revenue $208M • ~900 employees

  3. A Sampling of Customers Telecom Government Enterprise

  4. Oracle Environment • E-Business Suite 11.5.10 CU2 • Sierra Atlantic currently provides hosting and remote DBA services • Live since June 2001

  5. Oracle Modules • Manufacturing • INV • WIP (Discrete) • ENG • BOM • MRP • Order Mgmt/CRM • OM • TeleService • Contracts • iSupport • Financials • AR • AP • GL • Projects • FA • Time&Labor • iExpense • Procurement • PO • iSupplier • iProcurement • Other Modules • HR • ICM

  6. Oracle History

  7. Outsourcing Expectations Single contact Data center: Performance, troubleshooting and infrastructure System monitoring, performance and capacity planning Database functions: Performance, refreshes, backups and recovery Patch analysis and application Manage concurrent manager

  8. AppShop • Initial implementation partner • Hosting ppartner • Support • Front-line support • Worked directly with Super Users • Primary project partner

  9. Why We Left AppShop? • Sarbanes-Oxley Compliance • SAS 70 Type II requirement • Cost • Support

  10. Why Oracle OnDemand? Compliance: SAS70 Type II certification Monthly savings of over 13K Remove the “middleman” Better access to Oracle product teams and development Experts at their own software Pricing based on number of licenses versus service requests

  11. Cutover to OnDemand Migration of data CEMLI review Upgrade to 11.5.9 Completed in three months Went live on schedule in May 2004

  12. OnDemand – The Good Priority with Oracle Support Strong service delivery manager One help desk for all issues – Metalink

  13. OnDemand – The Bad • Lack of continuity • Nagging issues • Workflow • Load balancing • Slow response for “simple” requests • Lack of personal service • Too large to focus on Symm specifics

  14. Why We Left OnDemand? • Cost • New contract increased cost dramatically • Wanted closer relationship • Overall service level was declining

  15. Select the Next Partner • Two firms made the short list • USI • Owned by AT&T • Concern about getting lost in such a large company… again • Coincidently a distant relative of AppShop • Sierra Atlantic • Hosting is a small division • Offers software and other services • Robust disaster recovery offering • Performed study of bringing in-house • Outsourcing saves about 20%

  16. Move to Sierra Atlantic Strong coordination between OnDemand – Sierra Atlantic – Symmetricom Smooth cutover in 2 ½ months Went live on schedule in February 2008

  17. Sierra Atlantic – The Good Close relationship with DBA and account management Transparency – cannot tell DBA has other clients Rapid response to issues and inquiries We can call someone that can actually take action Primary DBA knows history of changes and tweaks System monitoring Mirrored disaster recovery site

  18. Sierra Atlantic – The Bad Help Desk can be difficult to use and lacks features

  19. Relationship Management Trust – they are the experts Question – you should understand Be persistent – be the squeaky wheel when necessary Rate issues appropriately – don’t squeak at the wrong time Understand and agree on the processes Share future plans – even if not specific to EBSO

  20. Outsourcing EBSO ? ? Questions?? ? ?

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