New & Emerging _ Andrew Pognoski _ Oracle customer support update.pdf
- 2. <Insert Picture Here> Customer Support Update Aug 16, 2011: 11.30am 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
- 3. Agenda • Oracle Premier Support <Insert Picture Here> • Industry Context • Oracle Proactive Support Capabilities • The Value of Proactive Support
- 4. Oracle Premier Support Essential Support & Proactive Services for Oracle Products PREMIER SUPPORT PREMIER SUPPORT COMPLETE FOR SOFTWARE FOR SYSTEMS SOLUTION SUPPORT
- 5. Oracle Premier Support Comprehensive Coverage Service and Tools and Product Support Resources Innovation Quickly diagnose Get the most of your Keep pace with and resolve issues Oracle products with change and capitalize proactive services on new opportunities ü Expert technical support ü Rapid-response field ü Oracle knowledgebase ü Updates service ü Product health checks ü New releases ü Lifetime Support ü My Oracle Support ü Tools to assist with patching and upgrades
- 6. Next Generation Customer Services Defining the standard for future success Business Impact “Customer Services 2.0” • Success oriented • Personalized • Proactive Traditional • Preventative Break-Fix • Business process, knowledge and • Generic relationship driven • Reactive • Collaborative and • Problem oriented community based • Technology driven Service Maturity 6
- 7. 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
- 8. 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….
- 9. Agenda • Oracle Premier Support <Insert Picture Here> • Industry Context • Oracle Proactive Support Capabilities • The Value of Proactive Support
- 10. “Proactive”? Adjective … creating or controlling a situation by causing something to happen rather than responding to it after it has happened” * 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
- 11. 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.
- 12. IT Priorities Are To Provide Business Success Higher Lower Cost of Reduced Business Ownership Risk Value 92% of respondents rate 81% of respondents rate 77% of respondents rate “Improving the overall business “Reducing Total Cost of “Minimizing risk” among their top value of IT” among their top five Ownership of IT Solutions” five IT priorities IT priorities among their top five IT priorities Reduced IT Accelerated new complexity and product and 82% system integration 80% Enhanced Security 83% technology adoption cost Improved mission- Proactive and critical system Enhanced speed and uptime and 80% agility 81 % preventive systems maintenance 76% availability IDG Research Services "The Future of IT Services and Support.” Base: 308 Total; 100 U.S..; 100 EMEA; 100 APAC Jan. 2010.
- 13. Agenda • Oracle Premier Support <Insert Picture Here> • Industry Context • Oracle Proactive Support Capabilities • The Value of Proactive Support
- 14. Delivering Value: Oracle Proactive Support Higher Business Lower Cost of Reduced Risk Value Ownership Knowledge Guided Problem Problem Sharing Lifecycle Advice Prevention Resolution Oracle Integrated Technology Platform
- 16. Proactive Support at Herbalife Delivering Operational Improvements Now 1. Avoiding Problems with Proactive Monitoring Maintaining Business Result: Global view and disciplined health consistency across assessment of systems helps us plan maintenance Oracle systems and avoid problems. 2. Accelerating Problem Resolution Business Result: Simplified service request creation Controlling IT costs and priority handling gets us to root cause analysis and improving faster. Estimated reduction in time required to resolve productivity issues by 50%. 3. Personalized Information with Unified Dashboard Controlling IT costs Business Result: 100 users directly submit service and improving requests without requiring assistance from technical productivity staff. Technical staff available to focus on more strategic activities.
- 17. Knowledge Sharing Exploit Best Practices and Expertise My Oracle Support Community 230,000 members 185 communities Best practices Trusted peers & Industry professionals Webcasts and white papers Knowledge Guided Lifecycle Problem Problem Sharing Advice Prevention Resolution
- 18. 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
- 19. Guided Lifecycle Advice Rapidly Deploy New Products & Technology Upgrade Advisors Best practices for upgrades Step by step instructions Organized by Phase Multimedia Knowledge Guided Lifecycle Problem Problem Sharing Advice Prevention Resolution
- 20. 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
- 21. Problem Prevention Maintain System Health & Availability Oracle Configuration Manager Reactive & Proactive capabilities Health Checks Patch Advice Integration - Oracle Enterprise Manager Knowledge Guided Lifecycle Problem Problem Sharing Advice Prevention Resolution
- 22. 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
- 23. Problem Resolution Solve Problems & Optimize Performance Auto Service Request for Sun Systems Detects hardware problems Secure transmission Customer-installable Improved availability Less time spent with Service Requests Knowledge Guided Lifecycle Problem Problem Sharing Advice Prevention Resolution
- 24. 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 Oracle Internal© 2010 Oracle Corporation only
- 25. 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 Feature Customer Benefit Personalized Knowledge Management 25% problems avoided Simplified Incident (SR) Management 30% faster Service request creation Proactive Problem Management 40% faster problem resolution
- 26. Agenda • Oracle Premier Support <Insert Picture Here> • Industry Context • Oracle Proactive Support Capabilities • The Value of Proactive Support
- 27. 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. IDG Research Services "The Future of IT Services and Support.” Base: 308 Total; 100 U.S..; 100 EMEA; 100 APAC Jan. 2010.
- 28. Oracle Proactive Support Delivering the capabilities required by CIOs Area (Software) + • Communities (185+) • Communities (25+ Sun-specific) • Knowledge Management • Knowledge Management Knowledge Share • Improved Search Capabilities • Improved Search Capabilities • Improved Interface • Improved Interface • Updates and Patches, available for • Sun Updates and Patches available download from My Oracle Support for download from My Oracle Support Guided Lifecycle • Upgrade Advisors Advisor • Upgrade Planners • Integrated with Oracle Configuration Manager (OCM) • Security & Product Alerts • Proactive analysis of Hardware • Patch Advice & Recommendations Systems Problem • Patch Planning • Automated Alerts & Patch Prevention • Configuration History Recommendations • New Health Check capabilities • Embedded, automated • Automated Service Requests, Configuration Management Integrated My Oracle Support Problem • Online Service Request Creation & • Warm Transfer of Service Requests Resolution Tracking • Enables Prioritized Service Requests (SRs)
- 29. <Insert Picture Here> Adopt Oracle Proactive Support 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
- 30. <Insert Picture Here> Thank you!
- 31. 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.