Transcript Accelatis
Powering I.T. Empowering Business. Leveraging a Help Desk as part of a Hyperion Center of Excellence Jonathan Berry President & CEO [email protected] 203.331.2267 Copyright © 2014, Accelatis. All rights reserved. http://www.accelatis.com Agenda 1. 2. 3. 4. 5. 6. Accelatis Background Center of Excellence Challenges with Support Process Enter the Help Desk Detailed Support Process Root Cause Analysis Copyright © 2014, Accelatis. All rights reserved. http://www.accelatis.com 2 Who are We? Jonathan Berry Founder / CEO Rob Poirier Hyperion Solutions: HFM Development Team – 1998 Oracle: Director of Engineering HFM / FDM – 2008 Accelatis: Founded in 2008 Director of Client Services 20 Years of Hyperion / EPM Experience Development and Support Team 80 Years of Combined Hyperion Experience Copyright © 2014, Accelatis. All rights reserved. http://www.accelatis.com 3 Our Focused Mission Provide you the needed insight & control into Oracle EPM / Hyperion to efficiently & consistently manage your system to deliver maximum user benefit…. Copyright © 2014, Accelatis. All rights reserved. http://www.accelatis.com 4 Our Solution Manage All Moving Parts Monitor Support Across All Environments Streamline Process 2. Broad Approach to APM Enterprise Systems Resolve Optimize More Quickly Eliminate Bottlenecks Simulate 1. Empower Business Users & IT 3. Deep Look into Underlying Systems User experience Copyright © 2014, Accelatis. All rights reserved. http://www.accelatis.com 5 What is a Center of Excellence? Manage All Moving Parts Monitor Support Across All Environments Streamline Process Enterprise Systems Resolve Optimize More Quickly Eliminate Bottlenecks Simulate User experience Copyright © 2014, Accelatis. All rights reserved. http://www.accelatis.com 6 Challenges 1. No ‘One Size Fits All’ solution 2. Needs change depending on stage of deployment 3. Support is often owned by Finance supported by teams that don’t always fully understand it 4. Disjoint processes usually comprise overall Support Process 5. Support is often a global challenge crossing time zones and languages 6. Many disciplines required through lifecycle of a ticket 7. Few tools provide Hyperion-specific support Copyright © 2014, Accelatis. All rights reserved. http://www.accelatis.com 7 Problem resolution ownership (without collaborative toolset) Application Administrator Outsourced IT IT Who owns this? Users (to help reproduce) Product Support Management Copyright © 2014, Accelatis. All rights reserved. http://www.accelatis.com 8 What is a Help Desk? • • • • Centralized Support Ticket Management Gather User Info Issue History Copyright © 2014, Accelatis. All rights reserved. http://www.accelatis.com 9 Basic Help Desk Process Copyright © 2014, Accelatis. All rights reserved. http://www.accelatis.com 10 Support Process is something bigger • • • • • • • • • • Centralized Support Ticket Management Issue History Gather User Info Knowledge Base(s) Training Gather Infrastructure Info Gather Performance Data Root Cause Analysis Communicate with Oracle Support Copyright © 2014, Accelatis. All rights reserved. http://www.accelatis.com 11 Support Process Illustrated Self-Service Resolution Self-Service Training Users Gather User Info Notifications User Created Help Desk System Created Gather Infrastructure Data Root Cause Analysis Oracle Support Gather Performance Data Ticket History Local Knowledge Base Global Shared Knowledge Base Oracle Knowledge Base Multiple Disciplines Required Copyright © 2014, Accelatis. All rights reserved. http://www.accelatis.com 12 Leverage Proven Mechanisms • Self-Help Diagnostics and Troubleshooting o ‘Did this solve your problem?’ • Issue Acknowlegement o Utility Companies: “We are aware of an issue in your area” 1. User knows Admins are aware 2. Admins know magnitude of problem without multiple tickets • Shared Knowledge Base o ‘30 other companies found this helpful’ Copyright © 2014, Accelatis. All rights reserved. http://www.accelatis.com 13 Automation can only do so much Need reproducible methodologies for Root Cause Analysis Copyright © 2014, Accelatis. All rights reserved. http://www.accelatis.com 14 Recipe for Root Cause Analysis Possible Issues Ruled Out as Issues Software Bug Data Population Component Failure Config out of sync Resource bottleneck App Change Network Config Change Copyright © 2014, Accelatis. All rights reserved. http://www.accelatis.com 15 RCA Methodology Symptom Analysis Actions Verify Rule Out Analyze and Rule Out Cause Look for reported Errors Analyze Performance User Error/ Misrepresentation Config Change Systemic performance Config Change Intermittent performance Server failing Feature failing Process failing Data Change/Population Poor Config User Problem Data Change Application Change Database App Change Logs App Server Config Sync Alerts Web Server Network Benchmarks Failed Component Network Configs out of sync Resource Bottleneck Software Bug Copyright © 2014, Accelatis. All rights reserved. http://www.accelatis.com 16 Time Investment Major Version Introduction Minor Version Introduction Copyright © 2014, Accelatis. All rights reserved. http://www.accelatis.com 17 Available Tools Manual Mechanisms o Memory and Post-It Notes Generic Solutions Applied to Help Desk o Email, SharePoint, Evernote, Dropbox Purpose-Built Help Desk Tools (many others) o ZenDesk o FreshDesk o *SalesForce (More of a focus on CRM including Sales) Comprehensive Support Process Tools o *Accelatis (Built with knowledge of Hyperion) o Proxy Networks Copyright © 2014, Accelatis. All rights reserved. http://www.accelatis.com 18 Building Community Accelatis is engaging with Hyperion clients who want to be part of this knowledge-sharing community. Come speak to us if you are interested Copyright © 2014, Accelatis. All rights reserved. http://www.accelatis.com 19 Questions? Jonathan Berry President & CEO [email protected] 203.331.2267 Ed DeLise VP Sales & Marketing, Principal [email protected] 678.296.3611 Copyright © 2014, Accelatis. All rights reserved. http://www.accelatis.com 20