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Insert Picture Here Advanced Options for mission critical infrastructureArtur KutkiewiczSenior Director, Eastern Europe & Russia

Advanced Options for mission critical infrastructureImplementation Success Depends onMore Than Just PeopleGovernance

Providing Implementation GuidanceCustomerSteering CommitteeProject ManagementCustomer/ Integrator/PartnersDelivery TeamOperationsOracleExecutive ManagementProduct MarketingIE TeamApp Expert ServicesTechnical SupportOracle UniversityACS ServicesOracle ConsultingImplementation Advisory ServicesUser Community Strategy & Planning Understands customer’s strategic business objectivesand IT landscape Provides guidance for applications roadmap planning Process Optimization Leverages Oracle application product knowledge toidentify solutions to customer business problems Ensures overall solution delivers desired businessoutcome Project Management Reviews and monitors the implementation to identifyrisks/issues and makes actionable recommendations Assesses project alignment with Oracle’s bestpractices Governance & Guidance Has extensive knowledge and experience of Oracleapplications implementations and effectivegovernance structures Provides recommendation on overall implementationissues and risks based on Oracle’s best practices Situation Management Provides proactive situation management for complexissues Identifies and acquires appropriate Oracle resourcesto assist customers ‘Voice of the Customer’ within Oracle

Proactively identifying issues early has asignificant impact on implementation successCOSTSDefineDesignBuildValidateDeployMeasure &Optimize30-70 xOriginalcost40-1000 xOriginalcostRelative Cost of Correcting an ErrorDoubleoriginalcost3-6 xOriginalcost10 xOriginalcost15-40 xOriginalcostMaking the right decisions and identifying issues early affectsthe overall cost, on time delivery, and quality of aimplementation.Source: Relative Cost of Correcting an Error in B. Boehm’s Software Engineering Economics

ACS Services PortfolioFixed Scope ServicesTime & Materials ServicesSystem InstallationAdvanced Support Engineer for ApplicationsSoftware Installation and ConfigurationAdvanced Support Engineer for Fusion MiddlewarePre-Production Readiness ReviewConfiguration ReviewAdvanced Support Engineer for DatabaseSupport Best Practices WorkshopAdvanced Support Engineer for Servers & StoragePerformance ReviewAdvanced Support Engineer for Engineered SystemsGo-live SupportProduction Diagnostic ReviewTechnical Account ManagerPatch Review and InstallationAdvanced Support Delivery ManagerSystem RelocationAnnual ServicesSolution Support CenterAdvanced Monitoring & ResolutionBusiness Critical AssistanceOnsite Advanced Support EngineersAdvanced Support AssistanceQuarterly Patch DeploymentPriority ServiceComplete Stack CoverageConfidential: Oracle Restricted5

ACS: One stop shop organizationdedicated to thecontinual operational improvementof Oracle environments.Every product Database (incl SAP vers.) Middleware (incl BEA) Applications Industry specific (Portal )Every partner End users OCS System Integrators OutsourcersEvery Industry Telecommunications Financial Services Public Sector OthersEvery geography Global but geographicallystructured 2000 experts in EMEA with access to14,000 service professionals and20,000 developers 1000 customers in EMEA Doubled in size in 2 years

ACS contribute to Customer Success1. ACS help reducing customers costs Proactive issue avoidance Maximum system availabilityand faster time to resolution Reduced risk and complexity Productivity improvementsof change Optimized system performance“By exploiting the expertise of Oracle Advanced Customer services, end users are released from theshackles of technical complexity and freed up to unite IT capabilities with business goals.” for situations in which an application outage, or the length of the outage, could mean significantrevenue loss or reputation damage, the cost of ACS could more than pay for itself in a singleincident, which will be resolved more quickly due to the personalized customer support feature.Likewise, eliminating costs associated with poor system performance make the preventive andproactive services a worthwhile investment .

ACS contribute to Customer Success2. ACS customers have less product issues Proactive activitiesReactive activities1000Out of 159 Critical Accounts in CY08:TAR/SRDatabasesDBAsOCPs100 92% didn’t have ACS covering0To 5day20022001200020199937% shorter resolution time19198the remaining 8% that had anACS contract appreciated a95 1019their products

ACS contribute to Customer Success3. ACS customers are the most satisfied Oracle customers89%ACS89%No ACS88%87%86%86%85%84%Satisfaction with ServiceOfferingSource: Oracle Lifecycle Services Survey – Aug ’08; 1272 respondents

ACS contribute to Customer Success4. ACS contribute to accelerate IT efficiency and competitivenessof our customers Helping them to move safely and quickly to new productversions and use all the product features Supplying the best operational expertise Giving access to Oracle IP by a direct link with GCS andDevelopment“ACS recommended us to upgrade our Siebel implementation to the latest version butthis recommendation was met with strong objections from Accenture on the grounds ofrisk. ACS successfully convinced us to upgrade and by doing so, reduced the cost andtime to market of the new release’s functionality.”James Harkin, Vodafone UK“With Oracle Advanced Customer Services, we have benefited from the assistance ofsupport experts who have understood our business constraints and objectives andhelped us to upgrade 3,000 E-Business Suite users and 9,000 Database users on timeand without disruption to the operational business .”Laurent Delechelle, DB deploymeny Director, Banque de France

ACS contribute to Customer Success5. ACS build a reliable and long lasting relationship withcustomers“ACS at METRO is contributing to all major licence opportunities to ensure complianceand evolution of our product offers and solutions with METRO’s productive environmentsand system architecture.No license deal without ACS”(Florian Strecker, Senior Account Director, RGBU)“We signed a multimillion ULA in 2005 that included a 1m ACS contract. Now thecustomer wants to renew for 3 years and same amount and recognizes that the keyelement to renew the licence deal is to keep and increase the ACS engagement”Felix del Barrio, VP, TSBU Iberia and Cluster leaderACS uncovers 1.6M License opportunity for Oracle RealTime Scheduler at DWP in UK:“Without ACS’ in-depth understanding of the DWP account and contacts, the salesengagement would have been protracted leading to a possibility of missing the nationwideDWP Client Liaison Managers Scheduling opportunity. “John Campbell, ORS Sales EMEA"The MCS engagement has built a strong and trusted relationship with O2, which hasbeen instrumental in O2 choosing BEA as its strategic partner for SOA over IBM“Steve Harrison, BEA

ACS contribute to Customer Success1. ACS help reducing customers costs2. ACS customers have less product issues3. ACS customers are the most satisfied Oraclecustomers4. ACS accelerate IT efficiency and competitivenessof our customers5. ACS build a reliable and long lasting relationshipwith customers

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Database (incl SAP vers.) Middleware (incl BEA) Applications Industry specific (Portal ) End users OCS System Integrators Outsourcers Global but geographically structured 2000 experts in EMEA with access to 14,000 service professionals and 20,000 developers dedicated to the continual operational improvement of Oracle environments. 1000 customers in EMEA .