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Proaktiver automatisierter Support für Oracle Systeme:

My Oracle Support Configuration Manager

Helmut Weymann –

Customer Support Manager

Email - helmut.weymann@oracle.com

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My Oracle Support Configuration Manager

A Support capability that automates configuration information

exchange between Oracle and our customers enabling faster

resolution and proactive detection of customer issues. My Oracle

Support utilizes core configuration management capabilities available

from Oracle Enterprise Manager and provides:

• The ability to define configurations and organize projects

• A view of System details and changes

• Create, track, and status Service Requests

• Advanced Knowledge Management capabilities

• Proactive problem avoidance with HealthChecks

• Proactive Product and Security Alerts

What is it?

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Agenda

• Strategic Background

• My Oracle Support - Strategic Features

• My Oracle Support, Implementation of Configuration

Management

• Future of Configuration Management

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Strategic Background

• Oracle’s acquisition strategy is uniting the world’s best

enterprise applications

• Oracle’s products are delivering higher levels of

integration and vertical product “stacks”

• Oracle is committed to providing simplified support for

all of your Oracle solutions

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Simplified Support

Siebel Call Center 8.0Enhanced

My Oracle Support

Customer Portal Oracle Customer Support

eBiz 7.8

Siebel

SupportWeb

Siebel Call

Center

Hyperion

e-Support

Customer1

Customer

Connection

ITS

My Oracle Support

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Enhanced Support Tools

• Siebel CRM 8.0 For Support

• Industry leading customer service tool

• Robust platform for integrated support processes

• Delivers a superior customer support experience

• Enhanced My Oracle Support

• Faster problem resolution

• Extended preventative, automated support capabilities

• Increased personalization

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AutomatedAutomated

PersonalizedPersonalized

How We Deliver Customer Success

CollaborativeCollaborative

Reactive

Reactive

Proactive

Proactive

Preventive

Preventive

Self-Healing

Self-Healing

Customer Experience

Service Capabilities

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Agenda

• Strategic Background

• My Oracle Support - Strategic Features

• My Oracle Support, Implementation of Configuration

Management

• Future of Configuration Management

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Next Generation Support

• Embedded Configuration Management

• Extensive Knowledge Base &

Communities

• Personalized & Proactive Service

Outcome: Customer Success

• 25% problems avoided

• 40% faster problem resolution

• 30% faster service request creation

• 97% of problems resolved quicker

with targeted knowledge

Webstar Service Excellence Award

2003 through 2007

My Oracle Support

SSPA

Best Embedded Product Support

2008

+

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Signing in using Classic Metalink

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Sign in using My Oracle Support (Flash)

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My Oracle Support

Graphical

View of

System

Health andCritical

Patches

Based on

Your

Environment

Graphical

View ofInventory

and Usage

Quick Access to Tips and

Tricks. Many

Customizable

Drop In Regions

Latest

Breaking

News

Systems Are Prioritized

Based On Which

System

ConfigurationsHave Critical Issues

Needing Attention

Page and Regions

Refreshed

Dynamically Real-

Time

Personalized View Of

Your Service

Requests Based On What You

Need To Do Today

Targeted Knowledge

Based On Your

Specific System

Configurations

Manage Your

Projects At A

Glance

Engage Best Practices via Collaborative Support Environment

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Knowledge Dashboard

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Service Request Dashboard

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Inventory Report Dashboard

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System Health Dashboard

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Project Dashboard

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PowerView

Filtered by

•Support Identifier

•Product

Resulting in exactly what you want to see

You can now

create/modify PowerView

filters directly from the

content attributes of a

specific region via the

Action menu.

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Getting the most out of “My Oracle Support”

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Agenda

• Strategic Background

• My Oracle Support - Strategic Features

• My Oracle Support, Implementation of Configuration

Management

• Future of Configuration Management

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My Oracle Support Configuration Manager:What and Why?

• Objective:

• Using configuration information to present “What do I need to know, and what do I need to do?”

• Provides:

• User Personalization

• Based on preferences, behavior, history, interests, and role

• Enables customized recommendations

• System Configuration Personalization

• Based on the environment, configuration and change history

• Ability to convey what is used

• Enables problem prevention and knowledge matching

• Problem Personalization

• Based on product, problem signature and context

• Enables precise and/or guided knowledge retrieval

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Configuration Manager: The Big Picture

Support

HTTPS

Customer Site

< Back Next > Cancel

Oracle Support Live Link™

Oracle Live Link helps Oracle provide you timely and focused Support.

A small amount of information about your environment is sent to Oracle support to better handle your requests.

To see an example of the information, select this link.

Oracle Live Link ™Oracle Live Link ™

Enable Oracle Live Link

Disable Oracle Live Link

Simple install/command UI

Knowledge

Management

ProxyServer

My Oracle Support

MOS

Interface

System View

Oracle CCR

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Disconnected Mode Collection

One Collector…Two Collection Modes…Same My Oracle Support

with configuration management Capability

Customers have choice of collection mode

• Use same configuration manager collector in Disconnected Mode to create system configurations on machines not connected to internet.

• Systems (configurations) created in Disconnected Mode are the same content as ones created in connected mode.

• My Oracle Support viewing and usage of systems (configurations) is same in both collection modes.

What’s Different ?

• Configuration management and RDA integration provides mechanism for uploading both diagnostic and configuration information as attachment to an SR

• Customer transports disconnected mode collections to a machine that is connected to the internet and attaches disconnected mode collections to an SR – similar user experience to attaching RDA output to an SR

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Configuration ManagerWhat Data is Collected?

• Captures information about:

• Host

• Oracle Software and Patches

• E-Business Suite Patches

• Database and iAS Patches

• Third party software inventory

• Access to this data is limited by:

• Hardware

• System Software

• Oracle Product Information

• Collected data does not include:

• Business Transactions

• Passwords

• Control Sensitive Information

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Sample My Oracle Support Data being

pulled …

Infrastructure level• Apps web configuration

• Apps web configuration files

• Context files

• Database configuration• Database configuration files

• Custom context variables

• Environment context variables

• Global context variables

• Host context variables• Install context variables

• Process context variables

• System context variables

• Technology stack inventory (file system)

• Workflow mailer configuration• Workflow mailer configuration files

Infrastructure level• Apps web configuration

• Apps web configuration files

• Context files

• Database configuration• Database configuration files

• Custom context variables

• Environment context variables

• Global context variables

• Host context variables• Install context variables

• Process context variables

• System context variables

• Technology stack inventory (file system)

• Workflow mailer configuration• Workflow mailer configuration files

JServ level• Configuration files

• Zones

JServ level• Configuration files

• Zones

HTTP Server level• Cipher suites

• Configuration files• General

• Listen addresses

• Performance related settings

• Virtual hosts

HTTP Server level• Cipher suites

• Configuration files• General

• Listen addresses

• Performance related settings

• Virtual hosts

Application Server

level• Configuration files

• Console configuration

• DCM configuration• Deployed applications

• General

• OPMN configuration

Application Server

level• Configuration files

• Console configuration

• DCM configuration• Deployed applications

• General

• OPMN configuration

eBusiness Suite• # of active users

• Applied patches

• Custom forms

• Applications system summary• Applications topology

• Comprising patches

• Component versions

• Config version

• Custom applications• Profile options registered under custom app.

• Custom database objects

• Cust. Hooks

• Custom message count

• Custom objects owned by Apps• Custom request sets

• Responsibility count

• Custom triggers

• Custom value sets – table validated

• Custom value sets – other• Custom workflows

• Data groups

• Database version

• End-Dated users• Generic service components parameters

• High priority patches not applied

• JTF hooks

• Localization modules

• NSL languages• Other customizations

• Application patch levels

• Printers

• Printer drivers

• Profile options• Registered Oracle users

• Technology stack inventory (DB)

eBusiness Suite• # of active users

• Applied patches

• Custom forms

• Applications system summary• Applications topology

• Comprising patches

• Component versions

• Config version

• Custom applications• Profile options registered under custom app.

• Custom database objects

• Cust. Hooks

• Custom message count

• Custom objects owned by Apps• Custom request sets

• Responsibility count

• Custom triggers

• Custom value sets – table validated

• Custom value sets – other• Custom workflows

• Data groups

• Database version

• End-Dated users• Generic service components parameters

• High priority patches not applied

• JTF hooks

• Localization modules

• NSL languages• Other customizations

• Application patch levels

• Printers

• Printer drivers

• Profile options• Registered Oracle users

• Technology stack inventory (DB)

Database level• Config version

• Control files

• Data files

• Instance information• Feature usage

• High water mark

• Initialization parameters

• Session high water mark

• Options• Redo logs

• Rollback segments

• SGA

• Tablespaces

• Database users• Statspack configuration

Database level• Config version

• Control files

• Data files

• Instance information• Feature usage

• High water mark

• Initialization parameters

• Session high water mark

• Options• Redo logs

• Rollback segments

• SGA

• Tablespaces

• Database users• Statspack configuration

Host level• Operating system initialized services

• Operating system ULIMITs

• Hardware

• CPUs• IO devices

• Network interfaces

• Operating system

• Component

• File system• Modules

• OS parameters

• Registered software

Host level• Operating system initialized services

• Operating system ULIMITs

• Hardware

• CPUs• IO devices

• Network interfaces

• Operating system

• Component

• File system• Modules

• OS parameters

• Registered software

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My Oracle Support configuration

manager …an essential upgrade support capability

Prepare to

Upgrade

Execute

Upgrade

Optimize

System

Health

My Oracle Support configuration manager

Use these proactive, automated configuration support capabilities to help you upgrade with confidence.

Track SR’s for each phase using your Upgrade Project

View previous known stable configuration using Prior Snapshot

View all changes that happened on any day in a selected timeframe using Change History

Track changes daily with automated configuration uploads

View Proactive Security and General Alerts specific to your configuration

Optimize configuration performance with Health Checks

Start your upgrade knowing that your current

configuration(s) are well-documented and

archived. My Oracle Support tells you the

exact patch levels of the key data base,

middleware, and/or application software

components and advises which patches

should be applied to each before executing an

upgrade.

Use your Upgrade Project to track

configuration changes and service requests

created as you promote your upgrade through

development, test and production phases. My

Oracle Support maintains history of changes

on a daily basis.

Continue to maintain your configurations at

optimum performance using My Oracle

Support Health Checks and Proactive Alerts to

prevent problems from occurring. New Health

Checks are continuously added based on

Support Best Practices.

Install configuration manager collector automatic discovery,collect,upload

View detailed configuration(s) showing patch recommendations and proactive alerts

Create an Upgrade Project to associate configurations and related service requests to the Upgrade project.

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Getting Started Region

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Agenda

• Strategic Background

• My Oracle Support - Strategic Features

• My Oracle Support, Implementation of Configuration

Management

• Future of Configuration Management

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My Oracle Support

"We have been actively engaged with Oracle in its drive to take Customer Support to the next level, Oracle's new

capability, "My Oracle Support," provides GE with support options that deliver proactive, role-based Customer

Service at levels previously unattainable. GE is deploying these capabilities worldwide to help identify and resolve issues long before they impact business operations.“

Tom Grimes, Global ERP Leader, GE

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My Oracle Support

“We’re pleased to see Oracle improve the support experience taking their direction from customer feedback. The strategy to integrate personalized and proactive capabilities into one

simplified support platform will streamline our interactions with Oracle support. My Oracle Support should help Pella reduce unplanned downtime and resolve problems faster so we can focus on driving new initiatives, maximizing the value from our

Oracle solutions to help drive our business forward. “

Rick Hassman – Director of Oracle Applications

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VALUE

A powerful new Premier Support capability that

provides a dramatically simpler way for Oracle

customers to manage their Oracle environment

• Simplified configuration management

• Faster problem resolution

• Proactive issue notification

• Optimized performance

BETTER RESULTS

• 30% Reduction Service Request Log Time

• 20% Faster Response Time to Service Requests

• 40% Faster Issue Resolution

• 25% Problem Avoidance with Alerts

and HealthChecks

My Oracle Support Configuration Manager

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Improve Proactive Advice

Role Based Personalization

Service Development Customer Benefit

Collector Mass Deployment

Integrate Configuration &

Diagnostics

Extend Product Coverage

Advanced Analytics & Reporting

Configurable Alerts

Accelerate Adoption

Eliminate Points of Failure

Improve Lifecycle Management

Expand Service Capabilities

Improve Systems Management

Drive better business results

Reduce Complexity

Future Enhancements & Functionality

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Getting the most out of “My Oracle Support”

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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.

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