Extract the Most Value from Oracle Premier Support

Extract the Most Value from Oracle Premier SupportLynn Pionkowski Regional Support AdvocateSupport Education

Please note:The following 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.

Agenda

• Innovating the Support Experience

• EBS R12 Upgrade Tools

• Oracle Support Resources

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Critical IT Priorities

Source: IDG Research Group, October 2008

1 Maintaining systems security

2 Reducing costs

3 Improving system performance

4 Increasing or maintaining uptime/availability

5 Increasing internal customer satisfaction

Survey: 400 respondents worldwide

“The types of services that are most helpful in obtaining operational

excellence are those that affect overall cost including: quality of an

implementation and guidance to improve efficiency of operations.”

CIO Magazine, November 2008

Services Drive Down IT Costs

System goes down

Call Support

Wait for Support to call back

Support calls back

Download, install patch

System eventually recovered

Reactive

Transforming the User Experience

Support Maturity Model

Support notifies latest patches

Decide which patches apply

Download new patches

Install the patches

Outage averted some of time

Proactive



Software defect identified

Automatically notified: Potential problem, impact

Offered remedy

Implement remedy

Outage averted most of time

Predictive




Which model would you prefer?

Reactive Proactive Predictive


BenefitsSupport Experience

Faster problem resolution

Simplified support experience

Next Generation Support Platform

Avoid known problems

Improve system stability

Real-time collaboration

Connect with Oracle experts

My Oracle Support

My Oracle Support

Graphical view of system health & critical patchesbased on your environment

My Oracle Support

Personalized view of your service requests based on what you need to do today

My Oracle Support

Graphical view of inventory and usage

My Oracle Support

Systems prioritized based on which system configurations have critical issues needing attention

My Oracle Support

Quick access to Tips and Tricks. Many customizable drop-in regions

My Oracle Support

Targeted knowledge based on your specific system configurations

My Oracle Support

Latest breaking news

My Oracle Support

Manage your projects at a glance

My Oracle Support

Engage Best Practices via collaborative support environment

My Oracle Support

Page, regions refreshed dynamically Real-Time

Login My Oracle Support

Download Configuration Manager Collector

Join My Oracle Support Community

Get Started Today

Support Tools

• Change Assistant• Support Assistant• Performance Monitor

• Upgrade Wizard• Application Deployment Manager• Script Checker Utility

• Support Assistant• Net Change Analyzer

• Change Assistant• Change Impact Analyzer• Performance Monitor

• Maintenance Wizard• 200+ Oracle Diagnostic Tests• 300+ DBA Scripts• Performance Tuning Tools and Scripts

Support ToolsDBA / Developer Resources & Tools

• My Oracle Support Configuration Manager• Dozens of Healthchecks and Patch advisors

• 10g &11g Upgrade Companion • Remote Diagnostic Agent (RDA)

• 19 pre-built tests and enhanced functions

• 300+ DBA script library• Performance Tuning Tools (Unix/Linux only)

• LTOM – Lightweight Transaction OnBoard Monitor• OSW – Operating System Watcher• HangFG – Hang File Generator• Stackx – Stack Trace Extraction

• PL/SQL Tuning Scripts• PL/SQL Profiler• SQLXPLAIN Plan• TRACANALYZER

• Ora-600/7445 Tool

Support ToolsEBus DBA / End-User Resources & Tools

• My Oracle Support Configuration Manager• Dozens of Healthchecks and Patch advisors

• EBusiness Diagnostic Support Pack• 250+ Diagnostics for the EBusiness Applications• Product Setup Diagnostics• Product Activity Diagnostics

• Month-End Close Scripts for Financials• US Year End – HR

• Data Collection Diagnostics

• Maintenance Wizard for EBusiness Upgrades• EBusiness Applications Upgrade Tool

• R12 EBusiness Information Center for Best Practices• White Paper• Upgrade Guide• Install Guide

Support ToolsPSFT/JDE Resources & Tools

• My Oracle Support Configuration Manager• Available for PeopleTools

• PSFT Enterprise 8.48+ • JDE EnterpriseOne 8.97+

• Change Assistant• Product maintenance tool for fixes and patches• Both for PSFT and JDE

• Performance Monitor• Both for PSFT and JDE

• Change Impact Analyzer – PSFT• Setup Manager – PSFT• Support Assistant - JDE

Community Resources in Web 2.0Connecting People to People not just People to a Portal

• My Oracle Support, Communities (formerly Forums)*• OTN Forums• Oracle Wiki• Oracle Blogs• Oracle Podcasts• Oracle Newsletters• Oracle Mix• AskTom• OracleCommunity.net• UserGroups

• Knowledge Base, Conf. Paper Archives, Forums, WebEvents, CABs, SIG’s, RUG’s and ER Voting System

Support Education

• Oracle University• Oracle By Example

• Hundreds of step-by-step Tutorials• Server Tech and BI only*

• Oracle Events• Regional• Webcasts – all archived and downloadable

• Advisor Webcasts• My Oracle Support schedule and archived for replay• PSFT/JDE• Oracle – Tech, FMW & EBus

Support Best Practices

• Advisor Webcasts• Oracle My Oracle Support/Metalink – RDBMS, FMW, EBus

• Oracle My Oracle Support/Metalink3 – Siebel, Hyperion, PSFT, JDE

• My Oracle Support Configuration Manager*

• Introduction to My Oracle Support

• Introduction to MetaLink3

• Working Effectively with Support

• Critical Issue Handling and Escalations

• Premier Support and Lifecycle Management

• Advanced Support Best Practices

• Diagnostics for EBusiness Suite

• DBA Tools and Diagnostics

• PSFT/JDE Change Assistant and more

Customer Support Education

• Delivery Options:• One-on-One Customer meetings and Webcasts• Support Webcasts – targeting a core Customer audience• Regularly scheduled free Advisor Webcasts• Regional Support Education Workshops• User Groups, SIGs, RUGs, etc.

• Contact us: • EMEA: [email protected]• APAC: [email protected]• North America: [email protected]• Latin America: [email protected]

Extract the Most Value from Oracle Premier Support

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