advanced customer services for ebusiness suite environments with rac

8/8/2019 Advanced Customer Services for eBusiness Suite Environments With RAC

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Advanced Customer ServicesAdvanced Support Assistance on eBusinessSuite & RAC on LinuxenvironmentFebruary 2009

Nikos Plevris

Principal Service Delivery Manager


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Agenda

Advanced Customer Services Overview

The Service environment: IT business challenges and consequences

Service Value proposition Scope & Positioning

Service Framework across System Lifecycle


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Agenda

Advanced Customer Services Overview





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A global business within Oracle Support, Advanced CustomerServices focuses exclusively on facilitating the continualoperational improvement of your Oracle environmentthroughout your Oracle solution lifecycle.

Continual operational improvement

Accelerate return on IT investment

Reduce cost, risk, and complexity

Continual operational improvement

Accelerate return on IT investment

Reduce cost, risk, and complexity

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Oracle Advanced Customer Services


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Oracle Advanced Customer ServicesOperational Excellence Delivered

Oracle

Prem

ierS

upport

O

racleOnD

em

and

Support AccountManagement

Change Management

System Availability

Technology Adoption System Performance

Faster ProblemResolution

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Agenda

Advanced Customer Services definition





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IT Business Challenges and Consequences

Challenges

Manage change

IT efficiency

Managing cost, risk, and

complexity

Risks & Consequences

Optimize IT solutions whileminimizing costs anddisruption to the business

Skyrocketing costs forresolving complex customerissues

Manage complexity of IT

delivery while technologyand business needs change

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Agenda

Advanced Customer Services definition


Service Value proposition

Scope & Positioning



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Linux environmentMulti-Tier configurationeBusiness suiteUpgradeRAC database tierSupply Chain modules

Change Management

Advanced Customer Services deliver Oracles proven

methods, best practices, and expert guidance to helpyou manage change successfully, without disruptingyour business.

BenefitsReduce change-related risks and costsAchieve strategic balance between the need for

change and the potential impact of changesReduce complexity and lower costs

Related Service ComponentsChange Management review

Proactive Oracle Software AdvicesAssisted Services

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Load-Balancedenvironment

Real ApplicationClustering

eBusiness Suiteexpansion

Technology Adoption

BenefitsOptimize IT solutionsAccelerate the upgrade processReduce IT project, upgrade and change

management risks

Related Service ComponentsConfiguration Assessments

Knowledge Transfer sessionsApplications Expert advicesAssisted Services

Advanced Customer Services focus upon developing apersonalized upgrade strategy and long-termmaintenance plan for a successful transition to newOracle capabilities and enduring stability.

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System Performance

Advanced Customer Services aim at continuallyimprove performance and optimize the Oracleenvironment for more effective use of your IT resourcesand better management of your environment.

11g Db Serverfeatures (Partitioning)

11i eBusiness suiteTechnology ( Parallel

ConcurrentProcessing)

ad hoc BusinessOperations

BenefitsMaintain systems at peak efficiency throughout

their lifecycleDerive greater business benefit from your Oracle

solutions

Related Service Components

Performance assessmentsCustom code analysisAssisted Services

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System Availability

Benefits Reduce costs and achieve highest system

availability Avoid unplanned downtime Increase productivity

Related Service Components Backup & Restore assessment

Assisted Services

System BackupprocedureeBusiness suiteTiers Backup &Restore (Cloning)RAC Technology

Maximize system availability to meet increasinglydemanding internal and external SLAs. Assure businesscontinuity through proactive issue avoidance and expert,personalized assistance when issues occur.

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Support AccountManagement

Advanced Customer Services assist in streamlining andsimplifying the management of the Oracle environmentwith highly personalized, proactive services delivered bya designated Service Delivery Manager.

BenefitsStreamline communications and escalations

through a knowledgeable advocateResolve problems faster and avoid unplanned

downtimeMake smart technology choices for the future

Related Service ComponentsService Delivery ManagementApplied ResearchCustomer PortalAssisted Services

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Linux environmentReal ApplicationClusterseBusiness suite


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Faster Problem Resolution

Move business forward with priority queuing for quicker

problem resolution and priority access to Oracle experts.Achieve business advantage with streamlined andpersonalized incident management based on yourbusiness and technical priorities. MetalinkService

Requests

ORACLE PremierSupport

Knowledge BaseBenefitsEnjoy front-of-the-line serviceExperience service level response targets for a

consistent, predictable responseOptimize system availability

Related Service Components

Assistance on Critical Service Requests

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The Services Framework across System lifecycle

Business Insight

BusinessImpact

PLAN

MEASURE

TRANSFO

RM

OPTIMIZE

ServiceDeliveryManagementServiceDeliveryReviewsCriticalServiceRequestAssistanceKnowledgeTransferChangeadvices

Applied Research

Feature BriefingProactive OracleSoftware advice

PerformanceAssessmentseBusiness/RACEnvironment

AssessmentBackup andRecovery ReviewAssisted Services

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Helping you Achieve ITIL v3 Conformance

Service Strategy

Service Design

Service

Transition Service

Operation

ContinualServiceImprovement

Service Management

Business Service Management


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The eBusiness Suite system

oad Balancerisco ACE

-2 node RAC db Tier -Linux RedHat 64 bit

StorageIBM DS8000

IBM TS3500

Tape Library

/ /Farm of 4 Apps Web Concurrent Tiers -Linux RedHat 32 bit


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AQ&U E S T I O N SU E S T I O N S N S W E R SN S W E R S


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advanced customer services for ebusiness suite environments with rac

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