my oracle support and metalink 3: future of support and present day best practices mirella gazzoni |...

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My Oracle Support and MetaLink 3:Future of Support and Present Day Best Practices

Mirella Gazzoni | Global Customer [email protected] Support

Oracle Corporation – Proprietary and Confidential

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Agenda

1. Why it is Changing

2. What has Changed

3. Timeline

4. Call to Action



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Agenda


2. What has Changed

3. Timeline

4. Call to Action



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• 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

Reactive

Proactive

Predictive

• Support notifies you of the latest patches

• You figure out which patches apply to your system

• You download the new patches

• You install the new patches

• System outage is averted some of the time

• Specific software defect is identified

• You are automatically notified of the potential problem & impact

• You’re offered a remedy

• You implement the recommended remedy

• System outage is averted most of the time

Which support model would you rather have?

Support Maturity ModelSimplifying Complexity

Transforming the User Experience


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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

Webstar Service Excellence Award – ‘03-07

Introducing: My Oracle Support

SSPA Best Embedded Product Support 2008

+


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Simplified Support

Siebel Call Center 8.0

My Oracle Support

Customer Portal Oracle Customer Support

ITS

MetaLink

eBiz 7.8

Siebel SupportWeb

Customer1

Customer Connection

Siebel Call Center

Hyperion e-Support


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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


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


2. What has Changed

3. Timeline

4. Call to Action



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Phased Roll-out

January 2008

June 2008

November 2008


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Agenda


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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My Oracle Support Next Generation



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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

Introducing: My Oracle Support


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Main Dashboard


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PowerView

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.

Filtered by•Support Identifier

•Product


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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

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.

Filtered by•Support Identifier

•Product


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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

Severity Level 3

Severity Level 2

Severity Level 1

No Business Impact

Minor Business Impact

Serious Business Impact

Critical Business Impact

No loss of service or resources

Minor loss of service or resources

Severe loss of service or resources w/o acceptable workaround

Complete loss of service or resources and work cannot

reasonably continue - the work is considered “mission critical”


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SR Status Codes

NEW New SR ASG Assigned to a Support Engineer WIP Work In Progress RVW Review 1CB 1st Callback 2CB 2nd Callback IRR Immediate Response Required INT Awaiting Internal Response

WCP Waiting for Customer to apply Patch CUS Waiting on Customer LMS Left Message SLP Sleep until customer available

SCL Soft Close HCL Hard Close

DEV Assigned to Development

Support:

Customer:

Closed Status:

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

Support Representative

Manager /Escalation Manager

Senior Manager or Director

V.P. or Executive

Customer

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)

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.


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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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my oracle support and metalink 3: future of support and present day best practices mirella gazzoni |...

Documents

oracle support slide

oracle corporation proprietary

oracle support sspa

support model

future of support

embedded product support

confidential system

automated support capabilities