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효과적으로 오라클을 이용하는 방안Oracle Customer Support , Park Kyeonghee

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System Agility 의 중요성

Premier Support Value

Premier Support 의 supportability

Web 2.0 을 통한 Premier Support

Oracle Service Mission

Agenda

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Forrester , 2008 :Nondiscretionary Maintenance, Operations, and Ongoing cost to support Systems and Equipment (MOOSE)

IT budgets 의 70% 는 …

spent on supporting the current infrastructure at current capacities

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경직된 IT Systems은 Business를 방해함 Leads to: ‘Business Execution Gap’

Perf

orm

ance

Time

BusinessBusinessEvolutionEvolution

IT’s Abilityto Execute

Business now evolves faster than IT is able to

react…

BusinessExecutionGap

“At least two-thirds of all IT spending is just to sustain the business, not to change or transform the business.” - Gartner Group

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System Agility 의 중요성

Business Environment

Business Process

Bus. Systems

Pace of Change

Busi

ness

Pot

entia

l

LostEfficiency

LostOpportunity

Business Readiness Gap

유연하지 못한 IT 시스템은 Business 의 기회를 잃게 합니다. IT 확장 비용 중 2/3 는 Business 확장이나, 변화가 아닌 현 Business 를 유지하기 위함이다 - Gartner Group

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Oracle Premier Support

ProductEnhancements

and Updates

Advanced Customer Services

SolutionSupportCenter

Assessments& Testing

PriorityService

BusinessCritical

AssistanceAssistedServices

Advanced Support

Assistance

GlobalSupport

Infrastructure

Proactive,Automated

Support

EcosystemSupport

Lifetime Support

Expert Services

Technical Account

Management

Oracle Support Services Portfolio

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80%Unrealized ROI

Oracle Premier Support 의 80% 는…

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Product Enhancements 와 Updates 지원

고객의 IT 자산 보호

지속적인 제품 Upgrade , Patch 기능

HW Platform 이 바뀌어도 추가 구매 없는 제품 지원 가능

Superior Ownership Experience 제공

• Covers the full software stack: database, middleware, applications

• Applications Unlimited - Oracle E-Business Suite, PeopleSoft, J.D Edwards, SIEBEL• Major Upgrades and Architectural Shifts at no extra cost

0

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Hardware 와 Oracle 의 IT 자산 / 구입비용 비교

Hardware 구입비용 100 5년경과 (Hardware)

0102030405060708090100

Price

0년 2년 4년 6년 8년 10년

Year

Hardware

Oracle

5년경과 (HW:0, Oracle 100) Hardware 의 자산

Oracle 의 자산변화

1년경과 (HW: Maintenance 비용으로 upgrade 지원)

HW 의 자산변화

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• 24x7 Global 지원을 기반으로, 뛰어난 문제해결이 가능한 기술지원 엔지니어,

방대한 양의 정보를 갖춘 지식 데이타베이스(My Oracle Support)를 통한 기술지원

• 오라클 지식 데이타베이스는 고객 문의사항의 97% 이상을 성공적으로 해결할 수

있는 500,000 개 이상의 솔루션 보유

• J.D.Power and Associates 의 기술 서비스 글로벌 인증을 수여

• 24x7 Mission-Critical Support• 7000+ Support Professionals• 14,000 Software Developers• 18 Support Hubs, 27 Local Languages• Knowledge Base with 500,000+ solutions

Global Support Infrastructure

24x7

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INCREASED VISIBILITY• Single Unified Interface• Improved Metalink Usability

ENHANCED DIAGNOSTICS• Collaborative Support • Advanced Support Tools

& Diagnostic Packs

FASTER RESOLUTION• Predictability• Integrated process with

Development• ACS Personalized Support

PROACTIVE SERVICE• HealthChecks• Knowledge Solutions• Best Practice Advisor

Sessions

Premier Support - Embedded Supportability

• First to know

Embedded Camera in Mobile Phone

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Customized Content

Critical patches and product alerts

Expanded Circle of Influence

PersonalizedPersonalized ProactiveProactive CollaborativeCollaborative

Proactive & Automated 한 기술지원Offering You Unprecedented Value - My Oracle Support

PROACTIVE: Lower your total cost of ownership: Avoid known issues and improve system stability while reducing the risk of unplanned downtime

COLLABORATIVE: Faster problem resolution: Get more out of your Oracle investment with real-time exchange of information amongst Oracle and your peers

PERSONALIZED: Improve IT staff productivity: A simple, intuitive interface delivers content along with personalized recommendations based on your configuration

250+

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일반적인 기술지원 체계

Escalate issue

System error, problem detected My Oracle

SupportSimple Search

Log Service Request

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Proactive & Preventive 한 기술지원

Diagnostics & Tools

Reactive Support Engagements

Proactive Resources

• Configure Alerts and Notifications• Configuration Manager & Dashboards• 11 Community-wide resources

• Remote Diagnostic Agent• 250+ EBusiness Suite Diagnostics• Siebel Upgrade Wizard• PSFT/JDE Change Assistant &

Performance Monitor

• Configuration Manager with Systems• Service Requests

Efficient Research

• Knowledge Browser- Knowledge Base

250+

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Configuration Manager를 통해 등록된 시스템에 대한 정보 및 서비스 요청

정보 등을 통합하여 고객이 모니터링 할 수 있는 환경을 제공

Support PortalMy Oracle Support / Metalink3 – Dashboard 설정

고객이 dashboard에 사용하고자 하는 항목을 직접 설정하여 화면 표시

사용자 정의

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Support ToolsDBA / Developer Resources & Tools

• My Oracle Support Configuration Manager• Dozens of Healthchecks and Patch advisors

• 10g &11g Upgrade Companion • Remote Diagnostic Agent (RDA)

• 19 pre-built tests and enhanced functions• 300+ DBA script library• Performance Tuning Tools (Unix/Linux only)

• LTOM – Lightweight Transaction OnBoard Monitor• OSW – Operating System Watcher• HangFG – Hang File Generator• Stackx – Stack Trace Extraction

• PL/SQL Tuning Scripts• PL/SQL Profiler• SQLXPLAIN Plan• TRACANALYZER

• Ora-600/7445 Tool

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Support ToolsEBus DBA / End-User Resources & Tools

• My Oracle Support Configuration Manager• Dozens of Healthchecks and Patch advisors

• EBusiness Diagnostic Support Pack• 250+ Diagnostics for the EBusiness Applications• Product Setup Diagnostics• Product Activity Diagnostics

• Month-End Close Scripts for Financials• US Year End – HR

• Data Collection Diagnostics• Maintenance Wizard for EBusiness Upgrades

• EBusiness Applications Upgrade Tool• R12 EBusiness Information Center for Best Practices

• White Paper• Upgrade Guide• Install Guide

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Support Innovations – My Oracle Support Providing A Simplified Support Experience

Configuration Manager 를 통해서 등록된 시스 템에 대해서 150 여 Health check 에 대한 정보를 제공하고 Proactive 권고사항 제공(Patch 포함)

Configuration Manager 를 통해서 등록이 가능 하며 서비스 요청, 시스 템 정보 및 지식 기반을 제공

등록된 System 및 고객번호에 대한 SR 의 진행사항을 확인

등록된 시스템에 대하여 시스템 전반적인 Configuration 및 점검 사항 제공

등록된 시스템과 관련된 Bug 요약 제공

등록된 시스템과 관련된 뉴스/지식문서 제공

시스템상태

인벤토리

버그 요약

서비스 요청

시스템 관련 정보

뉴스 /지식 정보

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My Oracle Support Community• Direct access to a network of Oracle support experts• Collaborate with expansive peer group

People

KnowledgeTools

© 2008 Oracle Corporation – Proprietary and Confidential

Network of resources collaborate to resolve problems

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Oracle Community at large– Power in Numbers10+ Million strong and growing

Communities

Customer &Partners

OracleUser

Groups

OraclePartner Network

Oracle Mix

Oracle Blogs

Oracle Wiki

Oracle Technology Network (OTN) /

OSpace

My Oracle Support Community

Oracle Community – Expansive

Membership

More Channels = More Knowledge

Oracle Customers and Partners are

encouraged to be members of multiple Oracle Communities

Moderated by Oracle Support

Customer and Partner Driven – Participate in the

Community Evolution

OTN ForumsOracle WikiOracle BlogsOracle PodcastsOracle NewslettersOracle MixAskTomOracleCommunity.netUserGroups

Connecting People to People not just People to a Portal

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How We Deliver Customer Success

Automated

Personalized

Collaborative Rea

ctiv

e

Proa

ctiv

e

Prev

entiv

e

Self-

Hea

ling

Cus

tom

er E

xper

ienc

e

Service Capabilities

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Lifetime Support

∞Lifetime

• 고객의 업그레이드 전략관리를 지원하는 업계 최고수준의 평생 제품 지원정책

• 오라클의 모든 제품에 대해 적용되며, 이 정책을 통해 고객은 어떤 제품의 버전

을 사용하더라도 항상 오라클의 지원이 가능

0 1 2 3 4 5 6 7 8 9 10

SustainingSupport

ExtendedSupport

PremierSupport

Unlimited

FROM 5 YEARS TO FOREVER

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Echo System Support• 기술을 선도하는 오라클은 보다 혁신적인 기술지원서비스를 위해 오라클

제품범위를 넘어 고객사의 ecosystem 까지 지원범위 확대

• 주요 파트너와의 상호협력 및 업계 최고의 기술지원을 통해 IT 환경의

복잡성과 위험을 줄이고 고객에 혁신적인 기술제공

• JETs with Infrastructure Partners• Linux Support / Open Source Commitment• Multiple Database and Middleware Platforms for Applications• One Stop Support for ISVs• One Stop Support for R/3 with SYSTIME• Support for Industry Standard Technology Stacks• Covers new technologies: Grid Computing and SOA

1One Stop

** TSANet :타사 공급업체와 협력하여 문제 해결을 할 수 있는 infra 를 제공

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+

Lower Cost of Ownership

Lower Business Risk

Drive down labor costs through better systems management and maintenance across the entire IT solution lifecycle

Reduce IT asset cost through better utilization

Eliminate complexity via horizontal and vertical integration

Provide clear accountability and governance

Customer Success

Higher Business Value

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Reduce IT project failure rate

Eliminate business disruption and single points of failure

Improve change management

Enhance security

Leverage industry and Oracle best practices to optimize results

Offer extensive technical and end-user training

Drive better business results through better software utilization

Accelerate new product and technology adoption

Drive competitiveness through better productivity

Improve ease of doing business with relationship focus and sound processes

Enhance speed and agility

Our Mission – Oracle Customer Services