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Advanced Options for mission critical infrastructure

Artur Kutkiewicz

Senior Director, Eastern Europe & Russia

Advanced Options for mission critical infrastructure

Strategy

People

Process

Technology

19%

21%

22%

17%

21%

Governance

Implementation Success Depends on More Than Just Technology

Providing Implementation Guidance

Customer

Steering Committee

User Community

Project Management

Delivery Team

Executive Management

Product Marketing

IE Team

App Expert Services

Technical Support

Oracle University

ACS Services

Oracle Consulting

Oracle

Customer/ Integrator/

Partners

Operations

• Strategy & Planning

• Understands customer’s strategic business objectives and IT landscape

• Provides guidance for applications roadmap planning

• Process Optimization

• Leverages Oracle application product knowledge to identify solutions to customer business problems

• Ensures overall solution delivers desired business outcome

• Project Management

• Reviews and monitors the implementation to identify risks/issues and makes actionable recommendations

• Assesses project alignment with Oracle’s best practices

• Governance & Guidance

• Has extensive knowledge and experience of Oracle applications implementations and effective governance structures

• Provides recommendation on overall implementation issues and risks based on Oracle’s best practices

• Situation Management

• Provides proactive situation management for complex issues

• Identifies and acquires appropriate Oracle resources to assist customers

• ‘Voice of the Customer’ within Oracle

Imp

lem

en

tatio

n A

dvis

ory

Se

rvic

es

Proactively identifying issues early has a

significant impact on implementation success

3-6 x Original

cost

10 x Original

cost

15-40 x Original

cost

30-70 x Original

cost

40-1000 x Original

cost

Double original

cost

Making the right decisions and identifying issues early affects

the overall cost, on time delivery, and quality of a

implementation.

Source: Relative Cost of Correcting an Error in B. Boehm’s Software Engineering Economics

Define Design Build Validate Deploy Measure & Optimize

Relative Cost of Correcting an Error

COSTS

Fixed Scope Services

System Installation

Configuration Review

Support Best Practices Workshop

Performance Review

Go-live Support

Production Diagnostic Review

System Relocation

Patch Review and Installation

Software Installation and Configuration

Pre-Production Readiness Review

ACS Services Portfolio

Annual Services

Solution Support Center

Business Critical Assistance

Advanced Support Assistance

Priority Service

Advanced Monitoring & Resolution

Onsite Advanced Support Engineers

Quarterly Patch Deployment

Complete Stack Coverage

Time & Materials Services

Advanced Support Engineer for Applications

Advanced Support Engineer for Servers & Storage

Advanced Support Engineer for Engineered Systems

Technical Account Manager

Advanced Support Delivery Manager

Advanced Support Engineer for Fusion Middleware

Advanced Support Engineer for Database

5 Confidential: Oracle Restricted

ACS: One stop shop organization

• Telecommunications • Financial Services • Public Sector • Others

Every Industry

Every partner Every product

Every geography

• 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

• Doubled in size in 2 years

ACS contribute to Customer Success

1. ACS help reducing customers costs

• Proactive issue avoidance

and faster time to resolution

• Productivity improvements

• Optimized system performance

• Maximum system availability

• Reduced risk and complexity

of change

…for situations in which an application outage, or the length of the outage, could mean significant revenue loss or reputation damage, the cost of ACS could more than pay for itself in a single incident, which will be resolved more quickly due to the personalized customer support feature. Likewise, eliminating costs associated with poor system performance make the preventive and proactive services a worthwhile investment….

“By exploiting the expertise of Oracle Advanced Customer services, end users are released from the shackles of technical complexity and freed up to unite IT capabilities with business goals.”

ACS contribute to Customer Success

2. ACS customers have less product issues

• Proactive activities

• Reactive activities

Out of 159 Critical Accounts in CY08:

• 92% didn’t have ACS covering

their products

• the remaining 8% that had an

ACS contract appreciated a

37% shorter resolution time

1

10

100

1000

1995

1998

1999

2000

2001

2002

2005

Today

TAR/SR

Databases

DBAs

OCPs

ACS contribute to Customer Success

3. ACS customers are the most satisfied Oracle customers

89%

86%

84%

85%

86%

87%

88%

89%

Satisfaction with Service

Offering

ACS

No ACS

Source: Oracle Lifecycle Services Survey – Aug ’08; 1272 respondents

ACS contribute to Customer Success

4. ACS contribute to accelerate IT efficiency and competitiveness of our customers

• Helping them to move safely and quickly to new product versions and use all the product features

• Supplying the best operational expertise

• Giving access to Oracle IP by a direct link with GCS and Development

“ACS recommended us to upgrade our Siebel implementation to the latest version but

this recommendation was met with strong objections from Accenture on the grounds of

risk. ACS successfully convinced us to upgrade and by doing so, reduced the cost and

time to market of the new release’s functionality.”

James Harkin, Vodafone UK

“With Oracle Advanced Customer Services, we have benefited from the assistance of

support experts who have understood our business constraints and objectives and

helped us to upgrade 3,000 E-Business Suite users and 9,000 Database users on time

and without disruption to the operational business .”

Laurent Delechelle, DB deploymeny Director, Banque de France

ACS contribute to Customer Success

5. ACS build a reliable and long lasting relationship with

customers

ACS 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 sales

engagement would have been protracted leading to a possibility of missing the nationwide

DWP Client Liaison Managers Scheduling opportunity. “

John Campbell, ORS Sales EMEA

"The MCS engagement has built a strong and trusted relationship with O2, which has

been instrumental in O2 choosing BEA as its strategic partner for SOA over IBM“

Steve Harrison, BEA

“We signed a multimillion $ ULA in 2005 that included a 1m$ ACS contract. Now the

customer wants to renew for 3 years and same amount and recognizes that the key

element to renew the licence deal is to keep and increase the ACS engagement”

Felix del Barrio, VP, TSBU Iberia and Cluster leader

“ACS at METRO is contributing to all major licence opportunities to ensure compliance

and evolution of our product offers and solutions with METRO’s productive environments

and system architecture. No license deal without ACS”

(Florian Strecker, Senior Account Director, RGBU)

ACS contribute to Customer Success

1. ACS help reducing customers costs

2. ACS customers have less product issues

3. ACS customers are the most satisfied Oracle

customers

4. ACS accelerate IT efficiency and competitiveness

of our customers

5. ACS build a reliable and long lasting relationship

with customers

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