<Insert Picture Here>

Advanced Customer Services

Advanced Support Assistance on eBusinessSuite & RAC on Linux
environment
February 2009

Nikos Plevris
Principal Service Delivery Manager
 Agenda

• Advanced Customer Services Overview

• The Service environment:
• IT business challenges and consequences
• Service Value proposition
• Scope & Positioning
• Service Framework across System Lifecycle



 Agenda

• Advanced Customer Services Overview

• The Service environment:
• IT business challenges and consequences
• Service Value proposition
• Scope & Positioning
• Service Framework across System Lifecycle



Oracle Advanced Customer Services

A global business within Oracle Support, Advanced Customer

Services focuses exclusively on facilitating the continual
operational improvement of your Oracle environment—
throughout your Oracle solution lifecycle.

•Continual operational
•Continual improvement
operational improvement
•Accelerate return
•Accelerate onon
return ITIT
investment
investment
•Reduce cost,
•Reduce risk,
cost, and
risk, complexity
and complexity

5
Oracle Advanced Customer Services
Operational Excellence Delivered

System Availability Support Account

Management
Oracle Premier Support

Oracle On Demand
Technology Adoption System Performance

Faster Problem
Change Management Resolution

6
 Agenda

• Advanced Customer Services definition

• The Service environment:
• IT business challenges and consequences
• Service Value proposition
• Scope & Positioning
• Service Framework across System Lifecycle

 IT Business Challenges and Consequences

Challenges
  Risks & Consequences
• 

• Manage change • Optimize IT solutions while

minimizing costs and
• disruption to the business
• •
• IT efficiency • Skyrocketing costs for
• resolving complex customer
issues
• •

• •
• Managing cost, risk, and • Manage complexity of IT
complexity delivery while technology
• and business needs change

8
 Agenda

• Advanced Customer Services definition

• The Service environment:
• IT business challenges and consequences
• Service Value proposition
• Scope & Positioning
• Service Framework across System Lifecycle

Change Management
Advanced Customer Services deliver Oracle’s proven


methods, best practices, and expert guidance to help

you manage change successfully, without disrupting
your business.
•Linux environment
•Multi-Tier configuration
•eBusiness suite
Upgrade
Benefits •RAC database tier
•Reduce change-related risks and costs •Supply Chain modules
•Achieve strategic balance between the need for
change and the potential impact of changes
•Reduce complexity and lower costs
•
Related Service Components
•Change Management review
•Proactive Oracle Software Advices
•Assisted Services

10
Technology Adoption

Advanced Customer Services focus upon developing a

personalized upgrade strategy and long-term
maintenance plan for a successful transition to new
Oracle capabilities and enduring stability.
•Load-Balanced
environment
Benefits •Real Application
•Optimize IT solutions Clustering
•Accelerate the upgrade process •eBusiness Suite
•Reduce IT project, upgrade and change expansion
management risks
•
Related Service Components
•Configuration Assessments
•Knowledge Transfer sessions
•Applications Expert advices
•Assisted Services

11
System Performance

Advanced Customer Services aim at continually

improve performance and optimize the Oracle
environment for more effective use of your IT resources
and better management of your environment.
•11g Db Server
features (Partitioning)
•11i eBusiness suite
Benefits Technology ( Parallel
Concurrent
•Maintain systems at peak efficiency throughout Processing)
their lifecycle
•Derive greater business benefit from your Oracle •ad hoc Business
solutions Operations
• •
Related Service Components
•Performance assessments
•Custom code analysis
•Assisted Services
•
•

12
System Availability

Maximize system availability to meet increasingly

demanding internal and external SLAs. Assure business
continuity through proactive issue avoidance and expert,
personalized assistance when issues occur.
ØSystem Backup
procedure
ØeBusiness suite
Tiers Backup &
 Benefits Restore (Cloning)
• Reduce costs and achieve highest system ØRAC Technology
availability
• Avoid unplanned downtime
• Increase productivity
•
 Related Service Components
• Backup & Restore assessment
• Assisted Services


13
Support Account
Management
Advanced Customer Services assist in streamlining and


simplifying the management of the Oracle environment

with highly personalized, proactive services delivered by
a designated Service Delivery Manager. ØLinux environment
ØReal Application
Clusters
ØeBusiness suite
Benefits Ø
•Streamline communications and escalations
through a knowledgeable advocate
•Resolve problems faster and avoid unplanned
downtime
•Make smart technology choices for the future
•
Related Service Components
•Service Delivery Management
•Applied Research
•Customer Portal
•Assisted Services
•
•

14
Faster Problem Resolution
Move business forward with priority queuing for quicker


problem resolution and priority access to Oracle experts.

Achieve business advantage with streamlined and
personalized incident management based on your
business and technical priorities. ØMetalink Service
Requests
ØORACLE Premier
Benefits Support
•Enjoy front-of-the-line service ØKnowledge Base
•Experience service level response targets for a
consistent, predictable response
•Optimize system availability
•
Related Service Components
•Assistance on Critical Service Requests

15
 The Services Framework across System lifecycle

Applied Research
Feature Briefing
Proactive Oracle
Business Insight Software advice TR
A Service
N
SF

N
Delivery

A
O

PL
R Management
M Service
Delivery
Reviews
Critical
Service
Request
Performance Assistance
Assessments Knowledge
eBusiness/RAC

E
O Transfer

R
Environment PT

SU
Change
Assessment IM

EA
Backup and IZ advices
E

M
Recovery Review
Business Assisted Services
Impact

16
Helping you Achieve ITIL v3 Conformance

Service Management

• Service Strategy
• Service Design
• Service
Transition
• Service
Operation
• Continual
Service
Improvement Business Service Management
 The eBusiness Suite system
Farm of –4 Linux
Apps/Web /Concurrent
RedHat 32-bit Tiers IBM TS3500
Tape Library

Storage
IBM DS8000

Load Balancer
Cisco ACE

–2-Linux
node RAC db Tier
RedHat 64-bit
Q
Q&
U
A
E
N
S
S
T
W
I
E
O
R
N
S
S

A
20