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My Oracle Support Next Generation Support Experience Delivered

Jens Grassnickel - jens.grassnickel@oracle.comAdvanced Customer Services, Oracle

@ DOAG Hamburg 01/2010

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Agenda

• My Oracle Support [SCM, Metalink Classic]• Oracle Configuration Manager [OCM]• Install & configure the disconnected mode• Collect data and upload them to Metalink• Using My Oracle Support• Benefits• More Informations

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My Oracle Support [1/2]What is My Oracle Support?

http://support.oracle.com & http://supporthtml.oracle.comMy Oracle Support

formerly known as Software Configuration Manager and successor of My Configurations and Projects [MCP], is a new proactive support capability that helps you organize, collect and manage your Oracle configurations by providing the following:

• Secure, automated configuration collection • Proactive configuration-specific notification of Security and General

Alerts • Health Check recommendations based on Support best practices

when using configuration auto-collection • Simplified Service Request logging, tracking and reporting • Project cataloging of key milestones and contacts• Needs Adobe Flash!

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Customer Configuration RepositorySecure & Maintained At Oracle

Auto Collection

My Oracle Support

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Customer Interface

SupportInterface

Enterprise Manager

Targeted Knowledge

Usage & Inventory Reports

Service Request

Management

System Health

Personalized Dashboard

Auto CollectionOracle Configuration Manager

My Oracle Support [2/2]Enterprise Manager Integration with Support

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Oracle Enterprise Manager Agent is already installed [DB Control, Grid Control]Data uploaded to EM RepositoryData can only be used and viewed at customer siteAdditional Package Required: Enterprise Manager Configuration Management Package (CMP)

Oracle Configuration ManagerOCM [CCR] must be installed in each $OHData uploaded to Customer Configuration RepositoryData can be used by customer and support

Both products can be installed and used together.Both products will be used together in 11g.

Oracle Configuration Manager [1/5] Enterprise Manager and Configuration Manager

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Oracle Configuration Manager [2/5] What is OCM?Oracle Configuration Manager [OCM],

is a tool to proactively monitor your Oracle environment to provide this information to Global Customer Services.It is the data collector used by SCM.

• Information about your Oracle environment • Informs you about Alerts• Perform healthcheck against your products

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WindowsIBM AIX (64 bit)

HPUX (64 bit)

LinuxSun SPARC Solaris

Database8.1.7 & higher

Application Server9.0.3 & higher

Collaboration Suite10.1.0.2 & higher

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rms

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E-Business Suite11.5.1 & higher

Oracle Enterprise Manager 10.2.0.1 & higher

Peoplesoft, Siebel CRMAnd more

Oracle Configuration Manager [3/5] OCM is covering the Oracle Technology stack

New with OCM 10.3.2.0: Exadata, Hyperion, Hub,(September 2009) Beehive, Data Masking

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Oracle Configuration Manager [4/5] What data is collected?• Captures information about:

HostOracle Software and PatchesE-Business Suite PatchesDatabase and iAS PatchesThird party software inventory

• Access to this data is limited by:HardwareSystem SoftwareOracle Product Information (CSI)

• Collected data does not include:Business TransactionsPasswordsControl Sensitive Information

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Support

HTTPS

Customer Site

Simple install/command UI

KnowledgeManagement

ProxyServer

Support.oracle.com

MOS

Config View

Oracle CCR

Oracle Configuration Manager [OCM, 5/5] The big picture – connected mode

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Install & configure the disconnected modeNo internet access for the databases – no problem• Download

from support.oracle.com [MOS, Collectors] or Patch 5567658

• Unzipin ORACLE_HOME [this will create $ORACLE_HOME/ccr]

• Setup$ORACLE_HOME/ccr/bin/setup -s –d

• Edit configure scriptsvi $ORACLE_HOME/ccr/admin/scripts/catocm.sqlcreate user ORACLE_OCM identified by "ORACLE_OCM" account lock password expire;create user ORACLE_OCM identified by "MCO!08!20" account lock password expire;vi $ORACLE_HOME/ccr/admin/scripts/collectconfig.sqlcreate user &OCM_USER identified by "&OCM_USER" account lock password expire;create user &OCM_USER identified by "MCO!08!20" account lock password expire;

• Configure$ORACLE_HOME/ccr/admin/scripts/installCCRSQL.sh collectconfig -s pCARB2$ORACLE_HOME/ccr/admin/scripts/installCCRSQL.sh collectconfig -s pCASP1 $ORACLE_HOME/ccr/admin/scripts/installCCRSQL.sh collectconfig -s pCASP2$ORACLE_HOME/ccr/admin/scripts/installCCRSQL.sh collectconfig -s pCAXR1

• Check$ORACLE_HOME/ccr/bin/emCCR disable_target$ORACLE_HOME/ccr/bin/emCCR status

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Collect data and upload them to Metalink No internet access for the databases – no problem• Collect

$ORACLE_HOME/ccr/bin/emCCR collect

• Get the datacd /appl/local/oracle/10.2/ccr/hosts/vs11801a/state/upload/ls -rtltotal 192-rw------- 1 oracle dba 96277 May 5 18:24 ocmconfig.jarcp ocmconfig.jar ocmconfig_20080923_pCASP1_pCAXR1_pCASP2_pCARB2.jar

• Upload to MOS [Customer Configuration Repository]transfer jar File to an internet accessible system, create/use SR, upload jar File

• Oracle Software Configuration Manager: Disconnected Mode Collection [ID 453412.1]• How to upload the collection file ocmconfig.jar to My Oracle Support for Oracle Configuration

Manager (OCM) running in Disconnected Mode. [ID 763142.1]

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My Oracle Support You have to choose … flash or no flash …

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My Oracle SupportOverview of the new GUI – Part 1/2

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My Oracle Support Overview of the new GUI – Part 2/2

•Dashboard

•Knowledge

•Service Requests

•Patches & Updates

•Community

•Certify

•Reports

•Collector

•PowerView

•Settings

•Feedback

•Sign Out

•

•Favorites

•

•

•Customize Page ...

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Using My Oracle Support Dashboard – Part 1/2

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Using My Oracle Support Dashboard– Part 2/2

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Using My Oracle Support Knowledge

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Using My Oracle Support Service Requests

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Using My Oracle Support Patches & Updates

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Using My Oracle Support Community

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Using My Oracle Support Certify

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Using My Oracle Support The Reports Tab

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Using My Oracle Support Collector

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Using My Oracle Support Settings

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Benefits What is the benefit and advantage of My Oracle Support/OCM?• Configurations

Monitor and Report your Oracle ProductsGive GPS your configurations data to improve service

• ProjectsCreate and define Milestones, identify owners, …Give GPS these details to gain additional attention

• Service RequestsEasy to use, customization Create new SR fast and easy from your Configurations

• AdvicesKnowledge, HeadlinesHealth Check, Patch Advice

Problem Avoidance … Fast Problem Resolution … … Improve System Stability …Simplified Configuration Management

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More Informations Still thirsty for more details?• Informations

My Oracle Support -> Dashboard -> Getting StartedMy Oracle Support -> Collectors -> Before Getting StartedKnowledge -> Tools and Trainings -> SCM Forums -> Software Configuration Manager

• Support

Service Request -> Create SR -> SR Type: Software Configuration Manager

• Jens Grassnickel

Advanced Customer Servicesjens.grassnickel@oracle.com+49 177 5946 303

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VALUEA powerful new Premier Support capability that

provides a dramatically simpler way for Oracle customers to manage their Oracle environment

• Simplified configuration management • Faster problem resolution• Proactive issue notification• Optimized performance

BETTER RESULTS

• 30% Reduction Service Request Log Time• 20% Faster Response Time to Service Requests• 40% Faster Issue Resolution• 25% Problem Avoidance with Alerts

and HealthChecks

My Oracle Support

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2009 - Service Excellence in Mission Critical Support- Best Embedded Product Support

2007 - Services Industry Leader Award- Best Value-Added Support- Best Knowledge Management Practices

2006 ... - 10 additional Star Awards… 2002

Best Value-Added Support

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