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Managed Service Offerings

© 2007 Baytree Associates, Inc. All rights reserved. This document contains confidential information which may not be reproduced or transmitted without the written consent of Baytree.

2 , .BAYTREE ASSOCIATES INC ® 2

“How many employees do you know that have to renew their contract with you every year?”

Fred KomoroskiCIO American Automobile Association (AAA)



Baytree Managed Services

• Reduced IT budgets• Increase team productivity• A second pair of eyes• Turnover, extended leave or “sick days”• Accelerate problem resolution• Increase availability on 24x7x365• Leverage state-of-the-art monitoring tools• Reduce head count• Declining consulting budget• Track and audit work done to IT environment

The Real ROI of Managed Services



Baytree Managed Services - IntroductionBaytree Managed Services - Introduction

• Provide the final link in the mature and well defined Baytree “Value Chain” transformation methodology.

• Allow the forging of a long term “Partnership” providing strategic value – far more than simple task based activities.

• Are a logical extension of an implementation as systems knowledge gained during Project Delivery is leveraged far more than in a traditional engagement lifecycle.

• Are effective as drivers for “mature system” Change Imperatives to accommodate business and systems evolution.

• Are the differentiator that maximizes the ROI on the Oracle centric investment.



The Baytree Managed Services MethodologyThe Baytree Managed Services Methodology

The transformation model provides a clear understanding of what needs to be transformed – from current to desired states of support. Then, a custom approach translating the need into a strategy and plan are formulated. Execution is predicated on structure, process, and best in class practices, tools and resources – which Baytree brings together to effectively support its clients.

Support services performed

sporadically leaving business operations

at a high risk

Support services are reactionary not

proactive

Support staff may not be SME’s, tools may be ill-defined or not

automated

Undefined baseline state does not allow

critical threshold monitoring

Lack of Best Practices model inhibits

scalability, causes higher total cost of

ownership, provides unknowns for system

stakeholders

Before Managed Services After Managed Services

Planned, repetitive support tasks occur

Proactive support gathers ongoing knowledge for stakeholders

Support staff can be targeted SME’s for

areas of key Business operations

Support Tools can be automated, reducing operating costs and

TCO

Best practices model provides standards

based environment for architecture and

maintenance tasks

Risk is mitigated via known baseline state

comparisons to predefined critical

thresholds

Cutting Edge IT environment

Baytree’s Managed Services methodology takes a holistic approach to the challenge of ongoing business system support efforts



Executive Sponsor

• Officer of Baytree Associates Inc.• Participates in Regular Reviews• Participates in Strategy Reviews• Obtains weekly reporting from Operations

Baytree Roles

The Baytree Managed Services MethodologyThe Baytree Managed Services Methodology

Vice President, Technology Operations• Manages Operations• Is part of support staff and communications

protocols.• Conducts client Reviews• Reviews Assessment Reports• Provides weekly reporting to Officers

Infrastructure Support Subject Matter Expert

• Provides direct client support• Provides status to client• Tracks issues and resolution.• Provides Weekly Reporting to VP, Technology

Operations• Technical or Functional based on client

requirements

Other Baytree Associates

• Provide indirect client support at request of direct support Subject Matter Expert’s

• May be engaged informally or formally if needed

• Provide a solid depth of knowledge on an as and when needed basis



Infrastructure AssessmentInfrastructure Assessment

• Initiates the pre-planning required with this change (it is the first step in developing the right plan)

• Provides a complete and holistic picture of the current Infrastructure environment

• Identifies gaps between the current and a Best Practice based support model

• Identifies immediate, medium term and long term risks• Develops support change imperatives by prioritizing

changes to be implemented to the infrastructure



Infrastructure Assessment ApproachInfrastructure Assessment Approach

Identify Infrastructure risks to be mitigated.Risk Analysis5

Assess SME’s and other needed Resources.Resource Readiness3

Assess technical facilities (monitoring tools, remote access etc) and identify requirements for system support tasks to be executed.

Facilities Readiness4

Structure Managed Services Plan outline including service level agreements.

Build a draft plan to achieve the Managed Services Plan outline along a timeline.Draft Transformation Plan8

Identify sequencing of tasks to address Change Imperatives.Task Rationalization7

Obtain stakeholder approval and agreements.Review Transformation Plan with stakeholders

9

Analyze the current environment – Database health checks, Software versions, Certifications, Compatibilities, Capacities, Operating System checks, Redundancy, Failover, Patch levels, Security, specific Business Requirements…

Analyze Environment2

Document the current environment.Document Environment1

Develop an actionable plan for the change imperatives, with steps that are Specific, Measurable, Actionable, Realistic, and on a Timeline.

Critical Next Steps10

Review assessment information with stakeholders.Identify and agree on priorities for change.

Change Imperatives6

ObjectivePoint#



Infrastructure Assessment TimelineInfrastructure Assessment TimelineManaged Services Assesment ProjectDevelop VisionDocument Environment X

ApplicationsDatabasesMiddle TierHardware and Operating SystemRedundancy, Failover, Recovery

Analyze Environment XVersionsCertificationsCompatibilitiesPatch LevelsHealth ChecksSecuritySpecific or Custom Business Processes

Resource Readiness XIdentify Available ResourcesAnalyze Skills related to Infrastructure and OperationsIdentify skills gaps between Infrastructure and Operations

Facilities Readiness XMonitoring ToolsRemote Connectivity

Risk Analysis XIdentify and Order Risks

Change Imperatives XIdentify and prioritize change imperatives

Task RationalizationSequence Tasks to address change imperatives

Draft Transformation Plan XIdentify appropriate servicesIdentify appropriate Service LevelsStructure Service Plan

Review Transformation Plan with StakeholdersObtain stakeholder approval to execute Change ImperativesObtain Contractual Agreements

Critical Next Steps XFormulate Project Plan for Infrastructure Optimization Phase

X = Milestone/Deliverable

Week 1 Week 2 Week 3



Infrastructure Assessment DetailsInfrastructure Assessment Details

• Review Oracle Flex Architecture Compliancy• Review patch levels and certification against

Operating System• Database Options• SGA Information• Initialization Parameters• Current Users• Processes• Schema• Schema Objects Summary (non SYS and SYSTEM)• Invalid Objects• Procedural Object Errors• Objects (non SYS and SYSTEM) with statistics• Objects (non SYS and SYSTEM) without statistics• Tables with disabled primary keys• Tables/Table Partitions Suffering from Row

Chaining/Migration• User objects in SYSTEM tablespace

• Security• Critical Security Patch Levels• General User Account Information• User Roles• User Tablespace Quota• Storage• Control files• Tablespaces• Datafiles• Rollback Segments• Redo Logs• Archive Logs• Object Space Usage• Objects unable to extend• List of Objects which are nearing Max Extents• Overextended segments (non SYS and SYSTEM) • Disk Space used by Tables (non SYS and SYSTEM)

Database Review Points




• Review Profile Options

• Review Security, Menus and Responsibilities• Review Concurrent Processing

• Incompatibilities• Scheduling• Security• Tuning of Jobs• Logging and Report Output• Retention/Purge of Jobs and Tables

• Purge and Archive strategy

• Document Statuses (e.g. closed Purchase Orders)• Review Customization Best Practices

• Performance measures• Table partitioning• Indexing• GL Segment Optimization

eBusiness Suite Review Points




• Vendor, version, patch level• Memory, swap space• Kernel parameters (Unix)• Disk space used/free• Volume management• File system – raw, cooked• Users/groups• Environment variables for Oracle products• Installed software• Applications running on server• Hostname• Domain• Network configuration• Backup methodology - Oracle products and

Operating System

Operating System Review Points




• Hardware Vendor – make and model

• Number of CPU’s – processing speed

• Physical memory

• Type of storage – vendor, make and model

• Disk types, raid levels, number of disks, additional storage capacity available

• Redundant I/O boards, disks, network cards

• Tape backup attached – make and model, software used for backup

• Optical or cat 5 cables

• Basic network configuration – switches, firewalls

Hardware and Capacity Review Points




• Hardware redundancy• Failover method software/hardware• Load balancers, how implemented?• Backups – hot, cold, other• Dataguard• Does client use Rman – version?• Net backup – version?• Veritas – version?

Redundancy, Failover and Recovery Review Points

• Other 3rd party failover or backup tool• Current backup recovery testing

methodology and frequency• Offsite data storage• Offsite redundant hardware/data• Disaster recovery plan• Tape devices or other devices used for

backup, disk backup• Flash recovery area




• Operating System and version of Application servers

• Number of apps servers• Purpose• Number of middle tiers, infrastructure• Using OID, SSO, SSL• Any J2EE/OC4J apps other than

standard oracle provided• Portal• Forms and Reports• Full install of application server or

standalone forms and reports only?• Redundancy configuration of middle

tiers

Application Server/Middle Tier Review Points

• Load balancing• Use of web cache for proxy or load

balancing• Directory structures• Customized httpd.conf parameters• Changes to standard Oracle

implementations• Startup/shutdown procedures

currently in place• Backup methodology• Examine log files for abnormal errors




• Review Internal Subject Matter Expert and Support personnel to identify support gaps against systems and Business processes in place.

• Recommend training or identify knowledge gaps that must be filled

• Determine appropriate mix of Functional and Technical resources to provide adequate support to:

• Technical Architecture and Business continuity

• Base User community

• Power User Community

• Determine required Service Level Response times for critical Business processes and capability of in house staff to respond to these requirements.

• Ensure customizations and integration points are accounted for in Resource/Subject Matter Expert knowledge base.

Resource/Subject Matter Experts Review Points



• Baytree will have full access to the environment including sys, system, root, administrator and Oracle owner accounts

• Existing support and stakeholder personnel will be made available for interviews and information gathering

• Remote access will be provided prior to commencement of assessment activities

• Baytree software and utilities will be permitted to be used in the environment

• Standard Operating System performance and monitoring utilities will be available for use in the environment

Infrastructure Assessment AssumptionsInfrastructure Assessment Assumptions



Infrastructure OptimizationInfrastructure Optimization

• Treated like a formal “Project”.• Results in “Steady” or “Best Practice” state

Infrastructure Assessment Approach

Develop an actionable plan for the change imperatives, with steps that are Specific, Measurable, Actionable, Realistic, and on a Timeline.

Critical Next Steps10

ObjectivePoint#

• Implements Change Imperatives identified in Assessment phase• A task list, timeline and resource requirement list developed in Step 10

of the Infrastructure Assessment is executed during this phase..



Infrastructure SupportInfrastructure Support

• Custom service packages may be designed.• Services levels may be tailored to any size or complexity of

environment.• Dynamic Service Models can grow with the Oracle footprint.• Services may be provided remotely or on site.• SLA’s are adaptable to the organization’s needs.• Semi-Annual Review presents constant opportunity for

refinement of services as the Infrastructure or Business requirements evolve.

Services



Infrastructure SupportInfrastructure SupportService Descriptions

Oracle eBusiness Suite

Oracle Collaboration Suite

3rd party and Custom Applications

Oracle Database versions 7.x – 10g

Oracle Application Server Version 1.0 – 10g

Oracle First Tier Operating Systems

Linux

AIXSolaris

HPUX

Windows

Fully Redundant Secure

SAS 70 Certified

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Infrastructure SupportInfrastructure SupportSample Service Plan Structures




Profiles• Our associates are long term highly experienced Technologists

• Includes Partner and Vice President levels – hands on Senior Management• Associates and Senior Managers are also:

• Hybrid Functional Leads – GL/AP/PO/FA/iModules….• Highly experienced Oracle developers both for the ERP suite and other

Oracle technologies (J2EE/Fusion)• Highly proficient with use of Oracle Metalink and Oracle Support Services

• Our culture is proactive and aggressively issue focused• We do not wait for Oracle to address issues, we attempt to solve problems

even when they are on the “fringe” of the Oracle technology stack.

The Baytree Team



ERP Suite

• Verify Concurrent Manager Status

• Verify that scheduled jobs and concurrent Jobs ran successfully.

• Verify Workflow Mailer

Critical Daily Monitoring TasksDatabase

• Verify Instance processes

• Verify Listener processes

• Check the Oracle Core Dump directory for possible Core Dump files.

• Check the Oracle User Dump directory for possible Dump files.

• Check the Oracle BDump directory for possible Dump files.

• Tablespace free space % Threshold• Database Objects unable to extend• SGA verification for SQL issues

Middle Tier

• Verify Apache Processes• Verify Forms and Reports Servers• Check Apache Logs for HTTP reject• Check jserv/OC4J Processes• Check BPEL Server

Operating System

• Verify that the disk's are not in imminent danger of filling up.

• Verify CPU Utilization

• Verify Archive Log directory Threshold % of free space

• Verify backup execution




ERP Suite

• Performance and Tuning of Concurrent Manager Jobs

Weekly Monitoring TasksDatabase

• Check the Oracle Data Dictionary regarding performance, capacity as follows:

Verify instance name, machine name, ARCHIVELOG mode, db_block_size

Verify DB last start date and User/session Highwater Mark

Verify DB SGA values and total Verify DB, PL/SQL, TNS Versions / Release levels List Datafile locations and sizes List TABLESPACE_NAME, FILE_NAME, size,

status, and autoextend values Check TABLESPACE_NAME, FILE_ID, File size

Total, File size Consumed, File size Available, and PCT_USED

Check UNDO (Rollback) segments and usage Check for odd Schema Objects - Tablespaces

combinations Check Disk Hit Ratio Check Memory vs Disk Sort Ratio Check Get Miss Ratio Check Statement Executions vs Cache Misses Ratio Check Free List vs DB Block Gets Ratio List the Datafile Physical Read / Write counts Check for Object fragmentation levels Check for Invalid Database Objects List the REDO Log Switch counts Per Day List Tablespaces that are "Not Available" List UNDO (Rollback) segments that are "Not

Online"

Middle Tier

• Verify logs are not growing too large

Operating System

• Verify the archive logs are being deleted after planned retention period.

• Verify backups are being purged correctly





ERP Suite• Planning and execution of patching of pertinent

modules• Family Packs

• One off patches

• System Administration• Security

• User Management

• Profile Options and module set ups

• Instance Cloning• Data archival and purging• Workflow table purging• Functional and Business Process Issue resolution and

Optimization

Monthly or as required Support Tasks. Operating System

• Patch level• Memory, swap space• Kernel parameters (Unix)• Volume management• Environment variables for Oracle

products




• Email [email protected]• Available 24 x 7• All our technologists will receive this email.• VP of Technology receives this email• Technology support staff carry PDA’s (Blackberry) that receive

notifications.

• Call 800.598.4724• Available 24 x 7• Select the appropriate support menu option.• An email with your voice message is sent to [email protected]

Issue Management Protocol

mailto:[email protected]




Escalation Process1. Lead Technologist (on call)2. Senior Manager, Database Administration3. Vice President, Technology Operations4. Baytree Corporate Officer Level





• Issue Tracking System:Salesforce.com case management

• Will use embedded client system where available• Employ Best Practices and Standard Oracle Tools for

Management of Infrastructure• Oracle Enterprise Manager/Grid Control• Recovery Manager (RMAN)

• Also bring a wealth of custom tools/utilities and scripts to the table




Infrastructure SupportInfrastructure SupportIssue Severity Levels

Non-Production

System

Production SystemPriority Level

Scheduled maintenanceScheduled maintenance

Performance issue or non-critical patch application

required

No imminent issue: non-critical patch application

required

Unavailable for useDegraded performance requiring non-critical patch

NA unless supporting imminent “go live”

Unavailable for use1Priority

2Priority

3Priority

4Priority



Infrastructure SupportInfrastructure SupportIssue Response Levels

Next scheduled maintenance window.

Next business day.

2-4 Hour during Business Hours.

2 Hour on a 24 x 7 basis

Platinum SilverGoldPriority Level



Next business day.Next business day.

2 days during Business Hours. Next business day for non-business

hours issue

8 Hours during Business Hours. Next business day for non-business

hours issue.


hours issue.


hours issue.

Note: Business Hours are defined as 8 AM to 6 PM Eastern Time except for holidays.

1

2

3

4Priority

Priority

Priority

Priority




• Regularly Scheduled standing meeting with client• Obtain Client feedback• Review environment• Review past issues and handling – “post mortem”• Plan any changes in the coming period• Set goals and objectives for enhancement initiatives• Augment or decrease services/staffing accordingly• Review communication protocols and channels

Ongoing Review



• Our culture is collaborative• We orchestrate activities WITH you, not TO you

• Our exclusive focus is Oracle centric systems support• This is all we do; we do it passionately and with deep

expertise• We have a methodology based on driving VALUE

• We are not using others’ methodology; we have developed a robust front-to-end approach that drives value.

Baytree DifferentiatorsBaytree Differentiators