Transcript Service Strategy Update - Michigan Oracle Applications

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My Oracle Support and MetaLink 3:
Future of Support and Present Day Best Practices
Mirella Gazzoni | Global Customer Advocacy
[email protected]
Oracle Support
Agenda
1. Why it is Changing
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2. What has Changed
3. Timeline
4. Call to Action
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Agenda
1. Why it is Changing
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2. What has Changed
3. Timeline
4. Call to Action
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Transforming the User Experience
Support Maturity Model
Simplifying Complexity
Reactive
Proactive
• System goes down
• You call Support
• You wait for Support to call
back
• Support calls you back
• You download and install a
patch
• System is eventually
recovered

Predictive
• Support notifies you of the
latest patches
• Specific software defect is
identified
• You figure out which
patches apply to your
system
• You are automatically
notified of the potential
problem & impact
• You download the new
patches

• You’re offered a remedy
• You install the new patches
• You implement the
recommended remedy
• System outage is averted
some of the time
• System outage is averted
most of the time
Which support model would you rather have?
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Introducing: My Oracle Support
Next Generation Support
• Embedded Configuration Management
Webstar Service Excellence Award – ‘03-07
• Extensive Knowledge Base &
Communities
• Personalized & Proactive Service
+
Outcome: Customer Success
• 25% problems avoided
• 40% faster problem resolution
• 30% faster service request creation
SSPA Best Embedded Product Support 2008
• 97% of problems resolved quicker with
targeted knowledge
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Simplified Support
Hyperion
e-Support
Siebel
SupportWeb
eBiz 7.8
Siebel Call
Center
Customer Portal
My Oracle
Support
Customer
Connection
Customer1
MetaLink
ITS
Oracle Customer Support
Siebel Call Center 8.0
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Faster Problem Resolution
 Quick access to the information you need with our new personalized
dashboard
 Robust knowledgebase and powerful self-service tools
 Enhanced Service Request (SR) management
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Extended Preventative, Automated Support
Capabilities
 A simpler, faster, easier way to maintain your Oracle systems
 Simplified configuration management solutions such as Software
Configuration Manager
 Automated HealthChecks and Product Alerts
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Increased Personalization
 Powerful information management with increased personalization and
knowledge integration via the Oracle My Oracle Support new user interface
 Personalize your homepage content for easier access to self-service tools
and configuration data
 Quickly access your Service Request history with MySRs
 Pro-Active Email with Headlines Information capability
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Agenda
1. Why it is Changing
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2. What has Changed
3. Timeline
4. Call to Action
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My Oracle Support
 From 5 sites to 2 sites
 From 5 URLs to 2 URLs
 Metalink.oracle.com (Legacy Oracle)
 Metalink3.oracle.com (Siebel, Hyperion, PeopleSoft, JDEdwards)
 One Name – My Oracle Support
 Portal still referred to as Metalink 3 until we get them all combined
 Next Phase – One Site For All Of Your Support Needs
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Agenda
1. Why it is Changing
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2. What has Changed
3. Timeline
4. Call to Action
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Phased Roll-out
November
2008
June 2008
January
2008
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Agenda
1. Why it is Changing
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2. What is Changing
3. Timeline
4. Call to Action
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Customer Call To Action
 Register to MetaLink 3 if not done yet!
 Attend Training or Review a recorded training session
 Tell others!
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Getting Started with Metalink 3
- Registration
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MetaLink 3 Tour
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MetaLink 3 Organization
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MetaLink 3 Organization
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MetaLink 3 Organization
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MetaLink 3 Organization
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MetaLink 3 Organization
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MetaLink 3 Organization
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MetaLink 3 Organization
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MetaLink 3 Organization
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MetaLink 3 Organization
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MetaLink 3 Organization
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My Oracle Support Next
Generation
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Introducing: My Oracle Support
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
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Main 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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System Health Dashboard
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Inventory and Usage Region
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Viewing a Service Request
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SR and Bug Summary Regions
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Oracle Support Best Practices
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Searching the Knowledge Base
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MetaLink 3 - The Knowledge Browser
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Search by Document ID
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Refining Search Results
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Advanced Search
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Advanced Search
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My Oracle Support – Knowledge Tab
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My Oracle Support – Knowledge Tab
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Personalizing
the User Interface
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Setting Up MetaLink 3 Home
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Choosing Overall Settings
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Setting Knowledge Preferences
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Subscriptions
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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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Best Practices
 Lesson’s learned from our customers….
 Shared ownership in resolving the issue
 Quality and quantity of communication
 Joint Planning on problem resolution
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Each Environment is Unique
 Test solutions before introducing them into your production environment
 The data, software and hardware configurations, patch combinations, and
integration points are different for every customer
 We depend on our customers to manage their environments and help us
understand them
 Customers control the quality and quantity of information about their
environment
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Communicating the Issue
 Review the knowledge base on MetaLink3/My Oracle Support
 Clear problem statement:

All known facts

Is the issue reproducible?

Detailed history of environment and changes
 Answer all template questions (Configuration Manager will help)
 Log, track and communicate changes, customizations, interfaces
 Manage application and testing of patches (is patch really applied)
 Use SR status and Severity to communicate
 Ensure the impact & deadlines are well understood

Communicate concerns via the escalation process
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Service Request Severity Definitions
Severity Level 4
No Business Impact
No loss of service or resources
Severity Level 3
Minor Business Impact
Minor loss of service or resources
Severity Level 2
Serious Business Impact
Severe loss of service or resources w/o acceptable workaround
Severity Level 1
Critical Business Impact
Complete loss of service or resources and work cannot
reasonably continue - the work is considered “mission critical”
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SR Status Codes
Support:
Customer:








NEW
ASG
WIP
RVW
1CB
2CB
IRR
INT
New SR
Assigned to a Support Engineer
Work In Progress
Review
1st Callback
2nd Callback
Immediate Response Required
Awaiting Internal Response




WCP
CUS
LMS
SLP
Waiting for Customer to apply Patch
Waiting on Customer
Left Message
Sleep until customer available
Closed Status:  SCL
Development:
 HCL
Soft Close
Hard Close
 DEV
Assigned to Development
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SCL vs. HCL
 SCL

An inactive Status used when a solution is provided

Can still be updated by the customer

Does not signify that you are in agreement that the issue is resolved

Changes automatically to HCL in 14 Days
 HCL

Final Status – SR cannot be updated

Ask Support Engineer to extend SCL default period if you need additional time before SR
moves over to HCL status
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Communicating the Issue
 Review the knowledge base on MetaLink3/My Oracle Support
 Clear problem statement:

All known facts

Is the issue reproducible?

Detailed history of environment and changes
 Answer all template questions (Configuration Manager will help)
 Log, track and communicate changes, customizations, interfaces
 Manage application and testing of patches (is patch really applied)
 Use SR status and Severity to communicate
 Ensure the impact & deadlines are well understood

Communicate concerns via the escalation process
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Escalation Process
Call US: 800 477 5738 (PeopleSoft)
Call US: 800 289 2999 (JD Edwards)
Call US: 877 901 4975 (Hyperion)
Call US: 800 214 0400 (Siebel)
V.P. or
Executive
Other Global Support Hot Lines:
http://www.oracle.com/support/contact.html
Most escalations are successfully
resolved at this level. If the action
plan fails to deliver expected
results, please contact the Service
Request Escalation Owner to
review or to escalate the Service
Request to the next level if
required.
Senior Manager
or Director
Manager /
Escalation Manager
Support Representative
Customer
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Customer Support Education
 MetaLink 3 Training
 Web Seminars and Recorded Training available
• Look under the News, Events and Training link in MetaLink 3
 Many other Training sessions and Recorded Training available
 Working Effectively with Oracle Support
• Look under the News, Events and Training link in MetaLink 3
 Customers can request training by sending an email to [email protected]
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Communities, podcasts,
newsletters… It’s all about
your applications…
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My Oracle Support
- Community
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http://www.oracle.com/community/index.html
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http://www.oracle.com/applications/podcasts.html
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http://www.oracle.com/applications/podcasts-peoplesoft-enterprise.html
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http://www.oracle.com/newsletters/index.html
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