01_02 HCM Cloud Ops

Copyright © 2014, Oracle and/or its affiliates. All rights reserved. For Internal Use Only 1

Fusion HCM: Customer Success in the Oracle Cloud

Youtube Video: Get Smart About SaaS and Cloud

Vish Gaitonde, Director - Strategic Alliances

Customer Experience Center of Excellence

https://www.youtube.com/watch?v=fHN5O5ZmLkg







Agenda

1. Customer Experience in the Oracle Cloud

1. The Cloud Customer ‘Journey’

2. Oracle Fusion HCM Cloud Service

2. Customer Lifecycle Management

1. Provisioning and Onboarding

2. Maintenance & Upgrades

3. Limited Availability & Managed Rollouts

3. COE - Implementation Experience and Best Practice Guidelines


Customer Experience in the Cloud


Support

Services

Customer

Success

Cloud Customer Success is a Journey

Selection

Implementation

Adoption

Evolution

Sustained

Value

Partners

Customer

Community

R&D

Management

Sales

Solution

Consulting

Consulting


SaaS Basics

Oracle publishes policies that cover our service lifecycle processes

– We provision, maintain, and upgrade for you.

Oracle publishes a schedule for maintaining the software

– Patches to fix problems

– Upgrades to improve software capability or operational infrastructure

Customer agrees to work within the published schedule, subject to discretionary opt-outs

– E.g. discretionary patch bundles

Customer (or Partner) plan project milestones to accommodate published maintenance schedule

for Production and Non-Production instances

Oracle delivers the Software as a Service…

…Customer consumes the Service as a Subscriber


Fusion HCM Cloud Critical Success Factors

1. Clarity around HCM Cloud/SaaS and what is being implemented

(implementing a Service, not an Application)

2. Using a methodology/approach that is aligned not just with Cloud/SaaS

principles, but also with Oracle’s Fusion HCM Cloud Services

3. Partner and Customer expectations aligned with related operational services

offered, policies, procedures and (best) practices

4. ‘Qualified’ resources (Partner & Customer)

5. Change Management, Project Governance and other key Project Management

functions (e.g. planning, risk management and issue tracking, etc.)


Three-Way Partnership to Deliver Customer Success

People – Leverage Partners, Support,

Education services and Communities.

They are all here to ensure your success

Process – Understand and adopt

Policies, Procedures and (Best) Practices

of implementation, support and operations

Resources – Get Familiar with

Guidelines, Content, Tools and

Knowledge Transfer/Education Resources

Leverage People, Processes and Resources

Plan Design Extend Build Deploy


Customer Lifecycle Management


Oracle Cloud SaaS Environment Basics

2 environments are provisioned as standard

– Test, (aka Stage), to be used for initial development and then for testing maintenance patches,

upgrades and ongoing customization

– Production, (aka Prod)

– Dev1-n : Optionally, for a fee, Customers can acquire instances for parallel development and testing

Production refresh to Test (P2T) requires that both instances are at exactly the

same release and patch level

Customers need their own instance mgmt. strategy for the lifetime of their

service relationship

– Understand our mandated standard monthly maintenance schedule for both Test and Prod

– Understand the option and process to get critical patches as an exception to the monthly schedule

– Understand the conditions attached to exception patching


HCM Cloud Provisioning & On-Boarding

(Standard) Provisioning

Customer signs a contract and the Cloud order

is booked (booking notification required to

create envs)

Sales provides details (service admin contact,

language packs, etc.) to Provisioning Team

Environment creation process is started

Customer Service Admin contact receives two

emails, one for Prod, then one for Test

NOTE: Verify the env type before setting up

CSI is activated

(Additional) On Boarding

Sales provides additional information for

Account Assignments (FSM/CE) and

access to Customer Connect

Notification Portal Welcome Letter sent

to Portal Admin (designated by Sales)

Customer Connect Welcome Email sent

to customer contacts (designated by Sales)

Assignment of FSM/CE

FSM contacts customer to setup Getting

Started Presentation

(Required) Post-Provisioning

Customer Service Admin is provided a link to

the Getting Started Note on MOS

Single User login provided to Service

Admin to be used for additional setups

Getting Started Instructions provided (MOS

Note) to create initial implementation users,

security roles, and assignments

Service Admin receives login to

MyServices which provides access SFTP

server details and ability to reset SFTP

password

Customer Notification Portal Admin

should add backup administrators and

other customer contacts & partner contacts to

receive downtime and upgrade notifications

Customer can designate backups for Service

Admin, Account Admin in Cloud Portal

FSM/CE are NA only, but are replaced by CEP/CPA in EMEA and similar roles in J-APAC.


Buy Implement Use

Oracle HCM Cloud Service Engagement

• Sa

Product Development

Cen

ter

of

Ex

ce

lle

nce

Functional Best Practices

Implementation Partner

Customer Organization

Technical Best Practices

My Oracle Support (MOS)

Operations

Customer Success Manager


Prod. Dev. Repairs and QA’s Issue/Bug

Rel. Mgmt. Plans and schedules patches/bundles

PDIT/DevOps Plans and Executes Maintenance

Support Provides Issues Tracking & Communication

Customer

Prioritize, actions and

follow ups assigned

Execute Patching (Weekly

and Monthly bundles)

Report/Notify Patches

Applied and Exceptions

Plan Weekly Patch Application

Content and Pods

Identifies and enters

BUG

Update SR and

Customer

Raises SR in MOS with

Needby, Milestones

Close SR

Customer Bug Review

Meeting

Weekly Patch

Approval Meeting

Understanding the Issue to Resolution Flow


Week - 1

S M T W T F S

Week - 2

S M T W T F S

Week - 3

S M T W T F S

Week - 4

S M T W T F S

Week - 1

S M T W T F S

Week - 2

S M T W T F S

Week - 3

S M T W T F S

Week - 4

S M T W T F S

TEST

PROD

Month 1, 2014 Month 2, 2014

Patching Schedule Example

MPB 8.1

WPB x.1

WPB x.1

WPB x.2

WPB x.2

MPB 8.1

WPB x.3

WPB x.3

WPB x.4

WPB x.4

MPB 8.2

MPB 8.2

P2T P2T

Implementing (Concurrent Patching Opt-in)

In Production


Upgrade Process

Oracle Initiates Upgrade Communication

• Notification outlines upgrade period for your environment

Customer Confirms Schedule

• Log an SR to confirm or request change

Oracle Upgrades Test Environment

• Tentative downtime: 48hr avg.

• Addnl. time req. for LPs

Customer Validates Upgrade

• Test for regression

• Log critical SRs for upgrade blockers

Oracle Upgrades Prod Environment

• Std is 3.5 weeks between Test and Prod Upgrade

• Weekend downtime

Prior to Test Upgrade

• Develop your strategy and plans for post-upgrade testing

• Review test plans/scripts originally prepared for the implementation project

• Review Readiness communications or training guides to learn about functional enhancements

• Take appropriate action to preserve customizations, extensions and personalization

• Log a P2T request, if required; allow for at least 5 weeks of lead time to schedule

Post Test Upgrade

• Run your test scripts to validate business processes

• Review setup configurations, employee data, reports, integrations and security

• Verify Single Sign On, Language Packs, Notification, Logos, etc., as applicable

• Work with Oracle to resolve critical ‘upgrade-blocker’ issues, if any

• Plan your roadmap for any new feature uptake AFTER Upgrade (Oracle Best Practices suggest that new features be implemented after the production upgrade)

3.5 Weeks


Limited Availability & Managed Rollouts Fusion HCM is quickly moving up the product

evolution curve, through introduction and early

stage adoption. Core applications are in use by

many customers, more applications are more

recently introduced.

For existing customers live with Fusion HCM

applications, it is critical that an upgrade supports

all the existing functionality and capabilities

currently in use (no major regressions)

– The segment #1 (current customers with existing/in-

use functionality) is the primary focus of a Limited

Availability (LA) program.

In others cases, users may want or need to

pioneer specific functionality, either because they

are new to Fusion, or because they require specific

features not available until the new release.

– The segment #2 (new customers, new capabilities) as

well as related situations (i.e., current customers

requiring new capabilities), are most appropriately

supported by a Managed Rollout (MR) program.

Customers

Live

New /

Not Live

Product

New Capabilities In use Functionality

1

LA

2

MR

3

4


Implementation Best Practices and the Fusion HCM Center of Excellence (CoE)


Centre of Excellence (CoE) Objectives

– Customer Relationship - Manage the

relationship with Oracle for strategic

customers who are “Cloud Innovators”

– Customer Success - Develop and

Promote: Best Practices, OnBoarding,

Checkpoint Reviews, Transitions, HCM

Cloud KT sessions, Solution Library,

Whitepapers, etc.

– Customer Satisfaction - Develop and

support the HCM online community.

Active in Customer Connect and My

Oracle Support forums. Customer

advocates to Development, Operations

and Support

Team Structure – Part of the Customer Experience (Cx) team

– 3 Regional Teams: Lead by…

Jennifer Hechler (NA), Allen Cai (JAPAC) &

Sandy Boyd (EMEA)

Engagement Model

– Strategic Customers (Named; CoE)

– Strategic Partners (Leveraged; CoE)

– Regional Partner Enablement

• Partner release readiness and comms

• Training and Rapid Implementation

Guidance

• Facilitate Partner Centre of Excellence


Customer Success Following Best Practices

Transition to Use

• In Production Use

• Satisfied and

Reference (for Oracle

& Partner)

• Cloud Priority Service

• Transition to Client

Executive

Buy Implement Use


Checkpoint Reviews

HCM Expert Services

• Functional setup advice

• Technical setup advice

- Integration, Security, Rptg

• Oracle HCM Cloud Live Sessions

• Troubleshooting setups

• Custom Solutions

• HCM community guide

System Implementation (SI) Partner

Customer Organization

On Boarding

• Service Activated

• Connected to Service

• Connected to Resources

• Introduce HCM Cloud

Service Best Practices

• Assign Success

Manager and Client

Executive

• Getting Started Presn.


Change Management (normally owned by the Customer)

– Ensure Change Management activities are identified

– Ensure sufficient and suitably experienced and empowered business personnel

are assigned

– Ensure these activities are not under resourced

Project Governance

– Ensure there is a Governance model in place that is adequate for size and

scope of the Project (remember SaaS is being implemented, not just software)

– Ensure meetings are scheduled and the correct individuals participate from the

Customer, Partner and if applicable, Oracle

– Ensure the commercial model is SaaS friendly

HCM Cloud Implementation Best Practice Guidelines Project Governance


Organizational Alignment Customer, Partner, Oracle

Set business priorities, goals and objectives

Funding prioritization and accountability

Enterprise data governance

Plan initiatives and prioritize resources

Track progress and monitor value realized

Issue resolution oversight and escalation

Day-to-day project planning and execution Project

Delivery

Engagement

Management

Steering

Committee

Executive

Sponsors

HCM Cloud Implementation Best Practice Guidelines Project Governance


Working Effectively with Oracle

Know how to work with Oracle and Oracle’s HCM Cloud service

– Understand the services available from Oracle

– Know how My Oracle Support works and what the escalation procedures are

– Understand who, why, how and when an individual/team becomes engaged

from an Oracle perspective

Support

– Make use of the various support tools that are available in addition to My

Oracle Support (Support Forums, Customer Connect)#

– Submit Service Requests (SR’s) with sufficient details – do NOT short cut the

Support process

– Understand SR severity and how severities should be set

HCM Cloud Implementation Best Practice Guidelines


Review Oracle Support activity

Assist with critical SRs and

Incidents

Oracle Cloud Priority Service

Priority for your SRs above

Incidents of the same severity

from other Cloud customers

Working Effectively with Oracle – Cloud Priority Service



– Fit Customer’s business processes to the

standard applications (not the other way round)

– Ensure the information captured during the

Sales cycle is not lost

– Know and understand the differences between

HCM Cloud/SaaS and traditional on premise

implementations – factor into project plans

– Technical stream is most complex, do not under

estimate data migration and integration

Manage Customer’s expectations,

resetting as necessary

Know and understand the Support process,

the patching and upgrade processes –

factor into project plans

HCM Cloud Implementation Best Practice Guidelines Approach and Management

– Produce strategies as you would for an on

premise deployment (specifically: testing

(e.g. UAT, regression), training, data

migration, integration, environment and

transition to go-live)

– Repeatedly remind the wider project team

of the SaaS approach time and time again

– Prioritise gaps and understand how

Oracle manages Enhancement Requests

and how these are scheduled for delivery

– Ensure there is contingency built into the

project plan

– Plan the support model for post go-live,

well in advance of go-live


Cloud Implementation Methodology

Implement HCM Cloud with an appropriate SaaS methodology

– Wherever possible, adopt standard business processes using standard out of

the box configuration

– Initial workshops should show the Customer how the applications function out

of the box then challenge, why will the standard way not work for the Customer.

– Keep it simple, keep it simple, keep it simple

– Implement basic features in line with what is needed and then optimise post

go-live – do not try and deliver everything in one phase

– Plan to have an environment, one the Customer can access, up and

running within 2 weeks

– Use the standard setup tools, content setup materials and technical tools

– Document personalizations



Scope,

Resources,

Duration?

Identify Checkpoint reviews with your SI partner, help identify project risks and actions

Share lessons learned from other projects and promote the use of best practices

Monitor progress of the project and overall success of the solution

Identify any specialized expert services or solutions that will assist the next stage

Is the

Production

Environment

configured,

loaded &

validated?

Does the

design

leverage best

practices and

proven

capability?

Ready to Go -

Live?


Are all high

priority

extended

requirements

met?

Led

by your

Success

Manager

Cloud Implementation Methodology



Staff the Project with qualified resources (taking into account the

support/engagement model post go-live)

– Suitably experienced with availability to support the project and project

timelines

– Ensure training activities need to be just in time

– Don’t under estimate resource needs for the project

– Share learning from one project to another, regardless of geographical

differences

– Participate in the various training and awareness sessions (e.g. this one, HCM

Live Sessions)

– Fusion is new, even though terms across different Oracle HCM systems are

similar, the way things work in Fusion are different

HCM Cloud Implementation Best Practice Guidelines Staffing and Resourcing


Plan Go-Lives 1 – 2 weeks after Monthly Patch Bundle is applied to

Production

– Latest fixes applied before Go-Live

– Sync up Prod and Test

Production to Test (P2T) refresh requires same patch level in Prod

and Test

– Perform P2T after Monthly Patch Bundle

– Schedule, plan for P2T well in advance

Planning around Maintenance & Patching



Talent &

Comp

Core HR Pay T & L

Ad

op

tio

n

Release

Scale

Scale

etc….

1. Support the services that go with the Customer LifeCycle Provision, Onboard, Maintain, Upgrade, and Offboard

2. Develop and promote Best Practices in implementation and use Setups, Integrations, Reporting, Security

3. Work directly with Cloud Innovators Large or complex strategic customers, or Early Adopters of new products

La

un

ch

Continuous Release & Adoption

CoE Looking Ahead…


Reference Materials: Oracle HCM Cloud Service Overview

This document provides a complete overview of the Oracle HCM Cloud Service, including guidance on the

standard practices, policies and processes for optimal access and use. It also contains links to related

resources and documentation.

Welcome Note and Getting Started (with Implementation) Presentation

This video and accompanying PDF provide you with information about how to get started with an Oracle HCM

Cloud Service Implementation. The three major topic areas include:

• The Oracle Cloud Service • The HCM Cloud Service • Resources Available to Support your Implementation

Preparing for your Upgrade

Understand the logistics and how to prepare for your HCM Cloud Service upgrade to Release 8. This session is

critical for all customers who will be upgrading from Release 7 to Release 8.

Concurrent Patching Option Presentation to Partners – Recording | Presentation

The Concurrent Patching option ensure that the Oracle Applications and Infrastructure Monthly Patch Bundles

are applied to the designated PRODUCTION environment at the same time that these patch bundles would be

applied to your TEST environment(s). It is only applicable during the initial implementation phase of an Oracle

Fusion Cloud Applications implementation.

https://beehiveonline.oracle.com/content/dav/Oracle/2013 Oracle HCM Cloud Implementation Workshop Workspace for Partners/Documents/R7 Workshop Training Guides/02-HCM Cloud Service Overview3.pdf

https://enablement20.webex.com/enablement20/ldr.php?RCID=865fa5e6d2e319459c25d0ef553c42f5

https://support.oracle.com/epmos/faces/DocumentDisplay?id=1505583.1

http://oukc.oracle.com/static05/opn/login/?c=1474529603&t=offering

https://oracleconferencing.webex.com/oracleconferencing/ldr.php?RCID=b316cdad2aa92f5b1a89e61778bfe759

https://stbeehive.oracle.com/content/dav/st/PTS - Oracle Fusion HCM Cloud Implementation Workshop Plan/Documents/CoE Content/Partners_Concurrent Patching Option.ppt



oracle.com

Oracle Cloud Policy documents: http://www.oracle.com/contracts

cloud.oracle.com

SaaS Readiness for Human Capital Management – Rel8 on cloud.oracle.com

Oracle Applications Customer Connect

Human Capital Management on Customer Connect

Additional Resources (5 sources):

http://www.oracle.com/contracts


https://cloud.oracle.com/saasreadiness?subcatID=1391635779182







http://appsconnect.custhelp.com/resources/4fc52913f5/summary


My Oracle Support:

Guide to the Functional Readme for Fusion HCM Patch Bundles (Doc ID: 1554838.1)

Cloud Service Requests and Fulfillment for HCM Cloud Service (Doc ID: 1534683.1)

Fusion HCM Cloud Service Patching Process (Doc ID: 1619092.1)

Working with Support (Doc ID: 1265130.1)

Managing Fusion HCM Cloud Service Environments (Doc ID: 1537461.1)

Partner Network (OPN):

Fusion Learning Center on OPN

Oracle Fusion HCM Cloud Service Solutions (Fusion HCM Cloud Knowledge Zone)

Upgrade Corner for Fusion HCM Cloud (on the Fusion HCM Knowledge Zone)

Additional Resources (contd.):



https://mosemp.us.oracle.com/epmos/faces/SearchDocDisplay?_adf.ctrl-state=znwfawedm_4&_afrLoop=584640545294936







http://www.oracle.com/partners/secure/campaign/fusion-learning-center-177075.html






http://www.oracle.com/partners/secure/engage-with-oracle/fusion-apps-hcm-1611833.html

01_02 HCM Cloud Ops

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