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1 Oracle Confidential Oracle Partner Sales Playbook for Professional Services Effective for FY’07, or until next version is released Version: V1 - Final April 2006

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Page 1: Oracle Partner Sales Playbook for Professional Servicesopnpublic/documents/webcont… · – Enterprise/Enterprise 1/World installed in some functional areas – SAP installed in

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Oracle Partner Sales Playbook forProfessional Services

Effective for FY’07, or until next version is released

Version: V1 - FinalApril 2006

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Playbook Structure

• Based on Solutions Map or “footprint” for each Industry • A Playbook recommends integration cross-suite where it exists

today or will exist in the next quarter in a supported manner• Playbooks include white space where ISV’s play a role and name

the major global ISV partners• Playbooks present the most common exception scenarios for

installed base and greenfield opportunities:– E-Business Suite installed in some functional areas– Enterprise/Enterprise 1/World installed in some functional areas– SAP installed in some functional areas– Industry sub sectors with different needs (e.g., Homebuilders within E&C

or Staffing Firms within Prof. Services)

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Corporate Administration

Analytics Business Operations

Customer Channels

Industry Solution Maps – The Major Functional Components of an Industry

Infrastructure

Solutions supporting customers either directly or through an organization’s employee or partners

Solutions supporting the business operations of the organizationincluding all transaction processing, direct supply chain, and

product management

Solutions supporting the Finance, HR, Facilities, Indirect Procurement and other organization-wide functions

Solutions supporting business intelligence and analysis of all functional

areas

Technology supporting the functional areas above including data management, security, and integration

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The Siebel Impact: General Rules of Thumb• CRM & Customer Hubs - Lead with Siebel CRM for “Greenfield”

accounts, particularly those wanting “Best-in-Class” functionality, and in Siebel installed base accounts

• Exceptions• High Tech & Mfg B2B Suite sales(E-Business Suite)• Project-centric industries (E-Business Suite)• Higher Education (Enterprise CRM)

• For clients where moving to a single suite is a requirement, particularly in the mid market:

Sell appropriate suite CRM solution – e.g., E-Business to E-Business customers/prospects, E1 to E1 customers/prospects, Enterprise to Enterprise

• Subscription-based CRM• Lead with Siebel OnDemand

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The Siebel Impact: Specific Solution guidance

• Order Capture/Order Mgmt driven by OM System consolidation• Siebel for customers that have numerous OM systems and require a single Order

Capture “interface” to consolidate order information• E-Business Suite for customers with complex, highly configured products and

require one OM solution from order capture to fulfillment

• Field Service solution is driven by supply chain complexity• Siebel if deal Contact Center Driven, B2C with simple products, basic logistics

capabilities and minimal Supply Chain Integration • E-Business Suite if deal involves Parts Logistics, Complex Products & Depot repair

• Help Desk is driven by specific needs of client• If stand-alone IT helpdesk is required, lead with Siebel Help Desk• If client wants one help desk environment across IT and HR, lead with suite related

help desk (either E-Business or Enterprise)

• Integration Platform– lead with Fusion Middleware (i.e. not Siebel UAN)

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What is the Best fit today based on customer needs?1. For customers that need to insight from data in multiple sources and/or transactional

applications - offer Siebel Analytics Platform & Applications 2. Source only from Peoplesoft Applications - Offer “Improved” EPM with Siebel

Analytics Platform & Applications 3. Source from Siebel Applications - Offer Siebel Analytics Platform & Applications 4. Source only from EBS applications - Offer DBI as the embedded analytics application

Analytics Applications – Overall Approach

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• Overall Solutions Footprint (Greenfield) 8• Solutions Details (Greenfield) 9-14• Exception Scenario 1 (Psft. Corp Admin Installed) 15-17• Exception Scenario 2 (SAP Corp. Installed) 18-20• Exception Scenario 3 (Siebel CRM Installed) 21-23• Exception Scenario 4 (For all Staffing firms) 24-26• Regional Exceptions 27-31

Topic Pages

Professional Services TOC

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Analytics Business Operations

Customer Channels

ISV Partners

Infrastructure

Corporate AdministrationIndirect

ProcurementCPM

FacilitiesManagement

HumanResources

IT Management

CompensationFinancials HR ITHelpdesk

Professional Services Solution Map - Recommended Solutions in all Greenfield and most Installed Base Scenarios

Technology [e.g. Database, Application Server, RAC, Oblix, Times Ten]Integration Framework (e.g. BPEL)

Hubs (Customer Hub)

Human Resource

Financials

Marketing Analytics

Project Intelligence

Sales Analytics

SalesMarketing Proposal Management

ContractManagement

Billing Management

Project Collaboration

ProjectManagement

Time & Expense

ServiceProcurement

ResourceManagement

Project Portfolio Analysis

Scheduling

Oracle Applications

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Customer Channel SolutionsCustomer Channel Solutions

Business AreaBusiness Area Product/SolutionProduct/Solution

Marketing Oracle Marketing Lead with e-Business Marketing

Sales Oracle Sales Lead with e-Business Sales

Proposal ManagementOracle Proposal Management Lead with e-Business Proposal Management

Sales Strategy/ DependenciesSales Strategy/ Dependencies

Professional Services Solutions Details

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Analytics SolutionsAnalytics Solutions

Business AreaBusiness Area Product/SolutionProduct/Solution

Sales Analytics Oracle Sales DBILead with Oracle sales intelligence to deliver sales, revenue, and pipeline management

Marketing Analytics Oracle Marketing DBI

Lead with Oracle marketing intelligence to marketing planning, and campaign performance

Project Intelligence Oracle Project Intelligence DBI

Lead with Oracle project intelligence provides seamless drill down from top-level variances to supporting details, Linked to Oracle Projects Suite

Human Resource Oracle DBI Core DBI offering for Project’s

Financials Oracle DBI Core DBI offering for Financials and HR

Profitability, Planning, and Budgeting Oracle CPM Linked to core Financials and CPM Budget and Planning

and Consolidation processing

Sales Strategy/ DependenciesSales Strategy/ Dependencies

Professional Services Solutions Details

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Business Operations SolutionsBusiness Operations Solutions

Business AreaBusiness Area Product/SolutionProduct/Solution

Contract Management Oracle Project Contracts E-Business Project Contracts for management of complex contracted project work

Resource Management Oracle Project Resource Management

Oracle Resource Management to deploy human resources effectively on the right customer engagements

Project Management Oracle Project Management

Oracle Project Management to plan all client engagement activities and control effectively all project issues and changes to resolution

Service Procurement Oracle Service Procurement

Oracle Services Procurement is designed to accommodate the complexity associated with contingent labor services

Sales Strategy/ DependenciesSales Strategy/ Dependencies

Professional Services Solutions Details

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Business Operations SolutionsBusiness Operations Solutions

Business AreaBusiness Area Product/SolutionProduct/Solution

BillingManagement

Oracle Project Billing & Costing

Lead with E-Business Project Billing and Costing, to proactively control project cost and manage all project associated revenue and billing accurately

Project Collaboration Oracle Project Collaboration

Oracle Project Collaboration ensures secure access to all team members to perform progress updates and revision

Project Portfolio Analysis Oracle Project Portfolio Analysis

Oracle Project Portfolio Analysis helps organizations evaluate, analyze, prioritize and select the right set of projects to execute

Time & Expense Oracle Time & Labor and Oracle Travel & Expense

E-Business suite product which allows time & expense entry for employees and non employees

Sales Strategy/ DependenciesSales Strategy/ Dependencies

Professional Services Solutions Details

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Corporate Administration SolutionsCorporate Administration Solutions

Business AreaBusiness Area Product/SolutionProduct/Solution

Corporate Performance Management

E-Business CPM Suite This would include Budget and Planning, Balanced Scorecard and Consolidation Hub for end to end Financial analysis

Indirect Procurement

E-Business Suite Self Service apps through Purchasing for all indirect purchases such as supplies and internal facilities

Compensation Oracle Incentive Compensation Workbench Lead with Oracle Incentive Compensation

Help Desk E-Business Suite Lead with E-Business Teleservices for HR and IT help desk

Financials E-Business Suite Integrated suite including Payables, Expense Management, Fixed Assets and G/L

Facilities Management

E-Business Property Manager

Used for managing both corporate (employee) space and associated costs, as well as retail storefronts

Human Resources E-Business Suite HR HR, Benefits and Payroll including self-service

Projects E-Business Suite Used for capital project management and management of IT projects portfolio management

Sales Strategy/ DependenciesSales Strategy/ Dependencies

Professional Services Solutions Details

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Infrastructure SolutionsInfrastructure Solutions

Business AreaBusiness Area Product/SolutionProduct/Solution

Product Data Consolidation

E-Business Product Hub Leverage product consolidation from disparate systems

Customer Data Consolidation

E-Business Customer Hub Leverage customer consolidation for disparate systems

Integration FrameworkOracle Fusion Middleware or with BPEL or

Lead with Oracle Fusion Middleware

Core Technology OracleLead with Oracle tech stack unless not a standard at the client

Sales Strategy/ DependenciesSales Strategy/ Dependencies

Professional Services Solutions Details

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Exception Scenario 1: Installed Base PeopleSoft Corp.

Admin

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Analytics Business Operations

Customer Channels

Infrastructure

Corporate AdministrationIndirect

ProcurementCPM

FacilitiesManagement

HumanResources

ITManagement

CompensationFinancials HR ITHelpdesk

Professional Services Solution Map - Recommended for Installed Base PeopleSoft

Technology [e.g. Database, Application Server, RAC, Oblix, Times Ten]Integration Framework (e.g. BPEL)

Hubs (Customer Hub)

Human Resource

Financials

Marketing Analytics

Project Intelligence

ContractManagement

Billing Management

Project Collaboration

ProjectManagement

Time & Expense

ServiceProcurement

ResourceManagement

Project Portfolio Analysis

SalesMarketing Proposal Management

Scheduling

Sales Analytics

ISV PartnersOracle Applications

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PeopleSoft InstalledPeopleSoft InstalledBusiness AreaBusiness Area

InstallInstallProduct/SolutionProduct/Solution

Customer Channel Enterprise CRM Continue selling within Enterprise CRM suite for additional components: marketing, sale, proposal management

Business OperationsEnterprise Service Automation Lead with ESA to manage the entire service delivery business

operation

Corporate Administration Enterprise Continue to sell Enterprise Components wherever it’s

appropriate.

Analytics Enterprise Performance Management

Enterprise Financial Analytics and Workforce Analytics for for Portfolio Project Management, ESA Warehouse, ESA Portal, and Workforce Scorecard

Sales Strategy/ DependenciesSales Strategy/ Dependencies

Professional Services Solutions Details

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Exception Scenario 2: Installed Base SAP

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Analytics

Customer Channels

Professional Services Solution Map - Recommended Solutions if SAP Installed

Infrastructure

Corporate Administration

SAP

IndirectProcurement

CPMFacilities

ManagementHuman

ResourcesProjects CompensationFinancials HR IT

Helpdesk

Technology [e.g. Database, Application Server, RAC, Oblix, Times Ten]Integration Framework (e.g. BPEL)

Universal Customer Master

Business Operations

Human Resource

Financials

Marketing Analytics

Project Intelligence

Sales AnalyticsContract

Management

Billing Management

Project Collaboration

ProjectManagement

Time & Expense

ServiceProcurement

ResourceManagement

Scheduling

SalesMarketing Proposal Management

Project PortfolioAnalysis

ISV PartnersOracle Applications

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SAP InstalledSAP Installed

Business Area Product/Solution

Customer Channels Siebel CRM

Lead with Siebel Marketing, and Sales. Use third party or legacy Proposal Management applications

Corporate Administration PeopleSoft Enterprise Lead with Enterprise HR and additional Enterprise components as standalone wherever SAP is not used

AnalyticsSiebel SBA & PeopleSoft Enterprise CPM

Sell Siebel Sales and Marketing analytics and/or Enterprise CPM for HR

Infrastructure Siebel and Oracle Lead with Siebel universal customer master, Oracle fusion middleware and Oracle database

Sales Strategy/ Dependencies

Recommended for Installed Base SAP

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Exception Scenario 3: Installed Base SiebelCustomer Channels

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Analytics

Customer Channels

Professional Services Solution Map - Recommended for Installed Base Siebel Customer Channels

Infrastructure

Corporate AdministrationIndirect

ProcurementCPM

FacilitiesManagement

HumanResources

Projects CompensationFinancials HR ITHelpdesk

Business Operations

Human Resource

Financials

Marketing Analytics

Project Intelligence

Sales Analytics

SalesMarketing Proposal Management

Technology [e.g. Database, Application Server, RAC, Oblix, Times Ten]Integration Framework (e.g. BPEL)

Universal Customer Master

ContractManagement

Billing Management

Project Collaboration

ProjectManagement

Time & Expense

ServiceProcurement

ResourceManagement

Project Portfolio Analysis

Scheduling

ISV PartnersOracle Applications

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Siebel Customer Channel InstalledSiebel Customer Channel Installed

Business Area Product/Solution

Customer Channels Siebel CRMContinue to lead with Siebel Marketing, and Sales. Use third party or legacy proposal management applications

Corporate Administration Oracle Similar to Greenfield, but lead with Siebel for IT Helpdesk

Business Operations Oracle Solutions Similar to Greenfield

Analytics Siebel SBA & Oracle DBI

Sell Siebel Sales and Marketing analytics, and DBI for Projects,Financials, HR

Infrastructure Siebel and Oracle Lead with Siebel universal customer master, Oracle fusion middleware and Oracle database

Sales Strategy/ Dependencies

Professional Services Solutions Details

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Exception Scenario 4: For All Staffing Firms

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Analytics Business Operations

Customer Channels

Infrastructure

Corporate AdministrationIndirect

ProcurementCPM

FacilitiesManagement

HumanResources

ITManagement

CompensationFinancials HR ITHelpdesk

Professional Services Solution Map - Recommended For All Staffing Firms

Technology [e.g. Database, Application Server, RAC, Oblix, Times Ten]Integration Framework (e.g. BPEL)

Hubs (Customer Hub)

Human Resource

Financials

Marketing Analytics

Project Intelligence

Sale Analytics Staffing Front Office

Billing Management

ResourceManagement

ContractManagement

Time & Expense

Time & Expense

Staffing Pay/Bill Management

ServiceProcurement

SalesMarketing Proposal Management

Oracle Applications

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For All Staffing FirmsBusiness AreaBusiness Area

InstallInstallProduct/SolutionProduct/Solution

Customer Channel PeopleSoft Enterprise CRM Continue selling within Enterprise CRM suite for additional components: marketing, sales, proposal management

Business Operations

PeopleSoft Staffing Solution and Enterprise Service Automation

Lead with Enterprise Staffing Front-Office, Staffing Pay/ Bill and ESA to manage the entire service delivery business operation

Corporate Administration PeopleSoft Enterprise Continue to sell Enterprise Components wherever it’s

appropriate

Analytics Enterprise Performance Management

Enterprise Financial Analytics,Workforce Analytics, ESA Warehouse, ESA Portal, and Workforce Scorecard

Sales Strategy/ DependenciesSales Strategy/ Dependencies

Professional Services Solutions Details

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Regional Exceptions

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General Regional Exceptions: APAC

• Anywhere that a front office end user has to use multiple products / UIs, standardize on a single suite solution from Oracle or Siebel to reduce complexity and integration issues.

• Help Desk – HR Help Desk should be Enterprise not Oracle in all scenarios – where both HR and IT Help Desks are required, select same suite.

• Where Field Service is required select same suite for B2B and B2C.

• Use Oracle CDH alone in all cases where only dedupe / Data Quality Management are required without industry specific data model. Position UCM where vertical data model is available and required by the specific account (e.g., Banking, Insurance, Communications)

• Check ongoing support of Siebel OEM relationships for multi language data dedupe and merge, search engine, knowledge base, etc.

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• Lack of availability of products in some European languages willlimit options

• CDH/UCM– No Siebel → CDH– Siebel CRM for Industry Solution → UCM– Siebel CRM & FSI → UCM– Siebel CRM, public sector, Oracle apps → CDH– Siebel CRM, public sector, no Oracle apps → UCM– Siebel CRM & Industry w/o specific Siebel data model → CDH– No Siebel CRM → CDH

General Regional Exceptions: EMEA

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Siebel 8.0: Supported Languages

• Arabic• Chinese - Simplified• Chinese - Traditional• Czech• Danish • Dutch• English• Finnish• French• German • Hebrew• Italian • Japanese • Korean• Portuguese – Brazilian• Portuguese – European• Spanish• Swedish• Thai

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Siebel 8.0: Supported Platforms• Database Management System

– IBM DB2 UDB ESE 8.2– IBM DB2 for z/OS 8– IBM DB2 Connect 8.2– MS SQL Server 2005– Oracle 10g R2 Enterprise Server

• Siebel Enterprise Server OS– MS 2003 Server (IA32) – HP-UX 11i 11.23 IPF– IBM AIX 5L 5.3 – Sun Solaris 10 (32 and 64 bit) – Red Hat Enterprise Linux 4.0 on IA32– SuSe Linux 9.0 on IA32– Solaris 10/x86 (web tier only)

• J2EE App Servers– IBM WebSphere Application Server 6.0 – BEA WebLogic Application Server 9.0– MS .Net (Windows 2003 Advanced Server)

• Web Server– HP Apache Web Server Suite 2.0.3– IBM HTTP Server 2.0 on AIX 5.3– Microsoft IIS 6.0– SuSe Apache Web Server 2.0 – Red Hat Strong Hold Web Server 2.0 – Sun ONE Web Server EE 6.1 SP 4 SPARC &

IA32

• HI Client IE 6.0 browser (also IE 7.0 on XP)– Windows 2000 SP 4– Windows XP Professional SP2– Windows XP Tablet PC Edition

• SI Client compliant with HTTP 1.1, HTML 4.0, JavaScript 4.1

– Windows 2000– Windows XP– Windows 98– Windows ME– Solaris 10– Macintosh OS X 10.3– SuSe Linux SuSe