Transcript 2005+NZOUG+JD+EDWARDS+SUPPORT+ +TOOLS.PPT

JD Edwards Support & Tools
Gillian Boshell
Product Service Advisor, Oracle Australia
Learning Objectives
• As a result of this presentation, you will
be able to:
– Be aware of integration steps and support
announcements
– Understand support fundamentals that may of
changed
– Consider the advantages of a maintenance
strategy
– Understand the benefits of Support Assistant and
Change Assistant
Presentation Agenda
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Oracle Integration
Product Support Announcements
Customer Connection
Customer Care
Global Support Centre
Product Maintenance
Support Tools
Oracle Integration
Current:
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Use PeopleSoft Support system
Same support people and infrastructure
In progress:
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Gradual integration of support organisations
Adopt best practices and capabilities
Minimal disruption during integration
http://www.oracle.com/peoplesoft/psft_support.html
Product Support Announcements
• Long-Term Commitment to JD Edwards
Products
• Product Development Roadmap:
EnterpriseOne 8.12 in 2006
World ongoing enhancements every 12 to 15 months
• Policies remain unchanged:
New Release Roadmaps
Existing certification for hardware, databases and
operating systems
Product Support Announcements
• Lifetime Support Policy for JD Edwards
EnterpriseOne and World
- from five years to forever
• Xe and ERP 8.0 support extended to Dec 2013
Includes:
Patches and fixes
Upgrade scripts
Tax and regulatory updates
http://www.oracle.com/peoplesoft/psft_jde_commitment.html
Product Support Announcements
Customer Contacts
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Account Executive
Client Services Manager
Customer Care
Global Support Centre
Customer Connection
• Self Service
– Advisor
Webcast
– User Groups
• Online Support
– Customer Care
Directory
– GSC Directory
Customer Connection
Customer Connection
Global Support Centre
Customer Care
• Extensive company knowledge
• Non-technical support
– Customer Connection education
– Product Orders
– Consulting inquiries
– Upgrade services
– Education
– Locate Information
GSC - Global Support Centre
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Support Policy
Support Best Practice
Process Overview
Online Support
Escalation
GSC – Support Policy
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Understand your Support Policy
Supported Platforms
Retirement Roadmap
Upgrade Paths
http://www.peoplesoft.com/corp/en/support/policy/index.jsp
http://www.oracle.com/corporate/pressroom/applications_strategy_brief.html
GSC - Support Best Practice
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Internal help desk
Maintain demo environment
Stay current on maintenance
Troubleshooting Strategy
Gather all information before logging case
Correct Priority (P1/P2/P3)
Provide Business Impact
GSC – Case Priorities
Case Priority
Detail
Target Response Time
P1
Major systems error, production
down, no workaround
Respond within 2 hours
Major systems error, temporary
workaround
Respond within 6 hours
Problem with no significant impact
to business operations
Respond within 24 hours
Critical
P2
Urgent
P3
Standard
Enhancement
Provide ongoing communication
GSC – Business Impact Statement
• Impact on your business processes
– Frequency of this issue
– Additional resources without fix
– Number of impacted users
– Workaround available?
– Date fix required and why
• Allows us to
– Understand the significance of issue
– Prioritize Case and Incident load
GSC - Process Overview
GSC - Components
• Case
– Owned by GSC
– Priority determined by GSC/Customer
• Incident
– Owned by Development
– Priority + Business Impact used to prioritise
workload
– GSC handles communication to Customer
• Escalation
– We all have part to play
GSC – Online Support
• Create New Case
– Online
– via Phone
• Review Case
• Search for
Solutions
• Software
Protection Codes
(SPC)
GSC - Escalations
• Escalate When:
– Issue not resolved in required time frame
– Decision made not to fix an incident
– Disagreements with case priority
• How to Escalate:
– Contacting Case Analyst / GSC Manager
– Provide details explaining why issue needs to be
escalated
• Phased Decision Making process
• Other escalations can be referred to Account
Executive
Product Maintenance
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Selective Approach
– Apply only some ESUs/Service Packs
Advantage:
almost up to date patched
Disadvantage:
unique software release,
difficult to support
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Proactive Approach (recommended)
– Systematically apply ALL fixes
Advantage:
similar release to GSC and
Development
Required:
Trained resources
Product Maintenance – Short Term
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Guard Business From Down Time
Resolve issues proactively
Easier to isolate fix
Easier for GSC to replicate
Ability to apply urgent fixes
Stay current on regulatory changes
Global Support Centre
Product Maintenance – Long Term
• Plan for product retirement
• Use new tools and features to your
advantage
• Higher Quality Results
• Lower Cost of Ownership
Product Maintenance
Support Tools
Change Assistant
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Advanced query functionality
Review SAR information
ESU Dependencies
Maintains a history ESUs applied
75% reduction maintenance effort
48% reduction in manual steps
Change Assistant
Support Assistant
• Automated profiles for common issues
• Gathers and documents
configuration/data
• Add notes/attachments
• Single package with all detail
• Reduces time to diagnose problem
Support Assistant
Useful References
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Electronic Product Delivery (EPD)
http://edelivery.oracle.com/
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License Codes
http://licensecodes.oracle.com./
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Support Assistant
http://www.peoplesoft.com/corp/en/support/online_support/support_as
sistant/eoquickrefguide.jsp
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Change Assistant
http://maintenance.peoplesoft.com/softwaredownloads/home/content/d
ocuments/ChangeAssistant.html
Q&A
email: [email protected]
Thank You!