Download - Exadata V2 Services Customer Facing 121709
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Advanced Customer ServicesOracle Exadata V2 Services
Presenter Name
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How to Use This Customer Presentation
• This is a 20-slide, 45-minute Oracle Exadata V2 Services presentation, Oracle Exadata V2 Services
• Use the presentation to deliver the value proposition of ACS value added services for the Oracle Exadata V2 family of products to customers.
• The presentation emphasizes how Oracle Exadata V2 Services focus your customer on successful deployment and continual improvement of their Exadata system.
• Use this presentation to: • Show the value of annual services for Oracle Exadata V2• Engage in a more detailed discussion of assisted services for
Oracle Exadata V2 to develop personalized solutions to meet customer requirements
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Agenda
• Introduction• Driving Customer Success• Personalized and Customized Solution• Annual Services• Assisted Services
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What Puts ROI and Success at Risk for an Exadata V2 Implementation?
PeoplePeople1.1. Limited visibility into the internals Limited visibility into the internals
of Exadata V2 machinesof Exadata V2 machines2.2. Limited understanding of the Limited understanding of the
continual improvement processes continual improvement processes
PeoplePeople1.1. Limited visibility into the internals Limited visibility into the internals
of Exadata V2 machinesof Exadata V2 machines2.2. Limited understanding of the Limited understanding of the
continual improvement processes continual improvement processes
ProcessProcess1.1. No holistic methodologyNo holistic methodology2.2. Lack of criteria to evaluate Lack of criteria to evaluate
support processessupport processes3.3. No metricsNo metrics
ProcessProcess1.1. No holistic methodologyNo holistic methodology2.2. Lack of criteria to evaluate Lack of criteria to evaluate
support processessupport processes3.3. No metricsNo metrics
TechnologyTechnology1.1. No strategy for system availability, No strategy for system availability,
scalability & integrationscalability & integration2.2. No end user support approachNo end user support approach
TechnologyTechnology1.1. No strategy for system availability, No strategy for system availability,
scalability & integrationscalability & integration2.2. No end user support approachNo end user support approach
Source: Elizabeth Roche, METAgroup Delta 2152, 28 April 2003
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Advanced Customer Services
Oracle Exadata V2 Oracle Exadata V2 Product FamilyProduct Family
Oracle Exadata V2 Oracle Exadata V2 Product FamilyProduct Family
Oracle Exadata V2 Oracle Exadata V2 ServicesServices
Oracle Exadata V2 Oracle Exadata V2 ServicesServices
Customer SuccessCustomer SuccessCustomer SuccessCustomer SuccessCombine to Drive
Annual Services
Assisted Services
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Lifecycle Support for Oracle Exadata V2
BuildBuildBuildBuild
ValidateValidateValidateValidate
DeployDeployDeployDeploy
Measure & Measure & OptimizeOptimize
Measure & Measure & OptimizeOptimize
Incident Incident ManagementManagement
Incident Incident ManagementManagement
UpgradesUpgradesUpgradesUpgrades
Ora
cle
Exa
dat
a V
2 S
ervi
ces
Basic System
Quarter Rack
Half Rack
Full Rack
Sun Oracle Exadata
Storage Server
Oracle Exadata V2
Product Family
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Advanced Customer Services Driving Customer Success
Oracle Exadata V2 Services
Expert, Onsite or Remote, Practice Advice, Guidance, Operations Assistance and
Incident Management
Oracle Exadata V2 Services
Provides expertise and guidance on Oracle Exadata V2 implementation best practices
Advises and assists throughout the Oracle Exadata V2 lifecycle
Assess ongoing availability and scalability issues/risks and make actionable recommendations to improve overall success
Help customer gain maximum business value from their implementation once they are in production
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VALUE
• Optimized system performance
• Reduced cost, risk and complexity
• Continual operational improvement
• Improve adoption of highly available, high performing and scalable Oracle database technology
Oracle Exadata V2 ServicesPersonalized and Customized
ANNUAL SERVICES
• Continual Improvement Services e.g. Patching
• Operations Assistance e.g. Remote Monitoring and Health Checks
• Partnership in delivery of desired business outcome through Advanced Support Assistance, Business Critical Assistance or Solution Support Center
ASSISTED SERVICES
• Best practices knowledge transfer e.g. data migration
• Deployment Assistance e.g. Exadata Storage Server configuration
• Scalability and Availability Assistance
The Oracle Exadata V2 team works with the customers' business and technical teams throughout the Exadata V2 deployment lifecycle and provides ongoing guidance to proactively identify issues, reduce risks, and improve issue-resolution time -helping customers achieve their expected business outcomes.
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ACS Exadata V2 Services Overview
• Annual Fixed Price Services• Exadata V2 Patching Service• Exadata V2 Remote Monitoring Service• Exadata V2 Advanced Support Assistance (ASA)• Exadata V2 Business Critical Assistance (BCA)• Exadata V2 Solution Support Center (SSC)
• Assisted Services
Oracle Exadata V2 services can be customized and personalized to meet the customers' requirements
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Patching ServicesDatabase ServerStorage Server
AdvancedSupport Assistance
(ASA)
Escalation Management
Local Service Delivery Manager
Business Critical Assistance (BCA)
Proactive Support
Access to team of service engineers
Prioritized Service Requests
Personalized Portal
Escalation Management
Local Service Delivery Manager
Remote Monitoring and Health Checks24x7x365 Monitoring with Remote Service Delivery Manager
Exadata V2 Annual Fixed Price Services
Solution Support Center (SSC)
Performance Optimization Services
Virtual Center of Excellence with designated experts
Proactive Support
Dedicated Hotline
Prioritized Service Requests
Personalized Portal
Escalation Management
Local Service Delivery Manager
Choose level based on business needs:
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Exadata V2 Patching ServiceAnnual Fixed Price Service
• Patching (remote or local)
• Configuration Assessment
• Support Activity Reviews
• Customer Training
• Customer Portal
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Exadata V2 Monitoring ServiceAnnual Fixed Price Service
• Patching
• Configuration Assessment
• Support Activity Reviews
• Customer Training
• Customer Portal
ADVANCED SUPPORT ASSISTANCE (ASA Remote)
• Escalation Management
• Remote SDM 24x7x365
REMOTE MONITORING
• 24x7 Monitoring
• Health Check Execution
• Incident Reporting
• First level Operation Assistance
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Exadata V2 Advanced Support Assistance Annual Fixed Price Service
• Patching
• Configuration Assessment
• Support Activity Reviews
• Customer Training
• Customer Portal
ADVANCED SUPPORT ASSISTANCE
• Escalation Management
• Local Country SDM
OPTIONAL REMOTE MONITORING
• 24X7 Monitoring
• Health Check Execution
• Incident Reporting
• First level Operation Assistance
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Exadata V2 Business Critical Assistance Annual Fixed Price Service
• Patching
• Configuration Assessment
• Support Activity Reviews
• Customer Training
• Customer Portal
BUSINESS CRITICAL ASSISTANCE (BCA)
• Escalation Management
• Local Country SDM
• Proactive Support
• Access to team of service engineers
• Prioritized Service Requests
• Personalized Portal
OPTIONAL REMOTE MONITORING• 24X7 Monitoring
• Health Check Execution
• Incident Reporting
• First level Operation Assistance
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Exadata V2 Solution Support Center Annual Fixed Price Service
• Patching
• Configuration Assessment
• Support Activity Reviews
• Customer Training
• Customer Portal
SOLUTION SUPPORT CENTER (SSC)
• Escalation Management
• Local Country SDM
• Proactive Support
• Access to team of service engineers
• Prioritized Service Requests
• Personalized Portal
• Performance Optimization Services
• Virtual Center of Excellence
• Dedicated Hotline
OPTIONAL REMOTE MONITORING
• 24X7 Monitoring
• Health Check Execution
• Incident Reporting
• First level Operation Assistance
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Annual Fixed Price Service Combinations
Combinations Patching and Setup
Monitoring ASA- Remote
ASA- Local
BCA- Local
SSC- Local
Patching and Setup
X
Monitoring & ASA-Remote
X X X
ASA-Local X X
ASA-Local & Monitoring
X X X
BCA-Local X X
BCA-Local & Monitoring
X X X
SSC-Local X X
SSC-Local & Monitoring
X X X
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Service Components Exadata V2 Patching Service
Exadata V2 Monitoring
Service
Exadata V2
ASA
Exadata V2
BCA
Exadata
V2
SSC
Initial Knowledge Transfer Session Yes Yes Yes Yes Yes
MyOracle Support – ACS Portal setup Yes Yes Yes Yes Yes
OCCN connection Yes Yes Yes Yes Yes
4 Patches/Year Yes Yes Yes Yes Yes
1 Exadata Configuration Assessment Yes Yes Yes Yes Yes
4 Onsite Visits Yes Yes Yes Yes Yes
Provision of Days for Additional Assistance Yes Yes Yes Yes Yes
24x7 Monitoring and Health Checks Yes Additional Additional Additional
Point of Contact (Oracle for SW+OS) ACS – Local 12 times/year
ACS- Remote SDM 24x7x365
ACS - Local SDM
ACS - Local SDM
ACS - Local SDM
Technical Assistance on SR Yes Yes
Proactive Expert Assistance Yes Yes
Dedicated Helpdesk Yes
Exadata V2 Annual Fixed Price Services
Summary
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Exadata V2 Assisted ServicesTime and Material Services
• Data Migration Advisory• Oracle/Terdata/Netizza to Exadata
• Exadata Storage Server Configuration• Add additional storage
• Real Application Testing Advisory• Backup & Recovery Review• Upgrade Services• Basic System Configuration• Performance Assessment• DB Machine Availability and Scalability
• Quarter to half, half to full and multi rack
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• Goal: Deliver to customer a completely functioning database system• All servers properly configured and networked• All software configured (DB, CRS, RAC, Exadata)• Default database created• Performance and functionality validated
• On-site Installation is included in the price of Database Machine• Hardware: Sun hardware Installation & Site Planning service• Software Configuration: Oracle Advanced Customer Services (ACS)
• Software installation and configuration
• Installation services can optionally be purchased for Exadata Storage Server and Sun Oracle Database Machine Basic System through ACS
Sun Oracle Exadata Database Machine & Storage ServerInstallation & Configuration Services
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Why Oracle Exadata V2 Services?
Aligned Specialists Specialists aligned with Oracle Development in deployment and
continual improvement of Oracle Exadata V2 product
Consistent Expert Methodology Recognized as top technical experts on Oracle Exadata V2
technology and configure new systems onsite for most customers.
Highly Leveraged Professionals Best practice delivery gained through experience with Oracle Exadat
V1 products
Focused Exadata V2 Optimization Focused on Oracle Exadata V2 Upgradability, Performance,
Availability and Scalability
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• Deployment and post deployment offerings designed to help customers gain valuable insight into the performance, availability and scalability of their business applications using Oracle Exadata V2 products.
• Deliverables compare customer implementations against Implementation Best Practices and identify targeted areas for improvement.
• Actionable recommendations are prioritized, incorporated into ongoing improvement plans and monitored through support activity reviews and configuration validation and assessments.
Achieving Business and IT Goals
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For More Information
search.oracle.com
ACS
or
http://www.oracle.com/goto/acs
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