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Microsoft’s Siebel Implementation

Microsoft’s Siebel Implementation. Tom Lucas Jason McWreath Microsoft Corporation. Current Siebel Deployment. Siebel 6.0.1.38 Sales - 7,000+ users/quarter Call Center – 2,000+ users/quarter Mobile Clients Web Services Global deployment, including DBCS language support

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Microsoft’s Siebel Implementation

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  1. Microsoft’s Siebel Implementation Tom Lucas Jason McWreath Microsoft Corporation

  2. Current Siebel Deployment • Siebel 6.0.1.38 • Sales - 7,000+ users/quarter • Call Center – 2,000+ users/quarter • Mobile Clients • Web Services • Global deployment, including DBCS language support • Supports business processes • Account/Opty/Contact Management • Pipeline/Sales Reporting • Customer Care & Complaint Management

  3. Current Topology

  4. Challenges, Pain Points • 5 distinct environments • 11 total nodes • 100+ servers in 7 data centers • Terminal, IIS, Application, SQL, File servers • Full copy replication • Regional needs • Organic growth

  5. Next Gen Topology

  6. Upgrade & Deployment • Fusion • Consolidation • Unicode Conversion • Customizations • Performance Testing • WAN Performance

  7. Key Wins • One homerun environment • Scale up consolidation • Outlook wrapper (Customer Explorer) • Unicode • Integrated reporting • Thin client WAN performance • Total hardware reduction (-60%) • Decreased DataCenter presence (1)

  8. Key Technologies • 64-bit SQL Server • Windows 2003 Server • Siebel 7.5.3.5 • Siebel Analytics • Unisys • HP • RedLine • EMC SAN

  9. Best Practices • SiebelSLA • SiebelAvail • Microsoft Operations Manager (MOM) • Application Security Assessment Tool (ASAT) • Data Enrichment Tool (DET) • 24x7 Global Support

  10. SQL Server Overview– Current • Siebel DB 250GB • 8 X 700mhz CPU • 8 GB of RAM • 67% CPU Utilization during peak hours • 28 Trans/Sec

  11. SQL Server Overview– Future • Upgrade planned this October • Unisys with 16 procs and 64GB of RAM • SQL 64 – Native Access > 8GB

  12. SQL Server Management • Backup Compression – SQLLitespeed • 70% size reduction • 70% faster time • Service Account Password Change • Utility changes in memory cached password on SQL Server • No need to cycle SQL to Implement • LogShipping for High Availability • Migrating to SQL Cluster in upcoming release

  13. Performance Management • Memory is King • Caching of query plans and Data big boost to performance • Monitor Long Running Queries • Daily E-mail sent out highlighting performance for previous day • Website to monitor perf: http://siebelsla • Indexing strategy essential

  14. Indexing Exercise Answer to Hands on Exercise Index Used: Table: S_org_ext Columns: Name, Loc, x_prospect_flg 19204 Reads, < 1 second Table: S_addr_org Columns: x_addr1, Country 1.5 million Reads, 9 minutes Table: S_addr_org Columns: Country, x_addr1 1.5 million Reads, 9 minutes

  15. Key To Indexing in Siebel • Fast 40 Cursors • Query needs to be tuned for fetch operation • Index on “Order BY” Columns to avoid need to return entire result set and sort results • Queries with very non-selective search criteria just as fast as queries with very selective search criteria

  16. Key To Indexing in Siebel • Avoid multi-table Sorts. • Can not index “Order by” clause if it spans 2 tables • Leading Wildcard queries can be problematic • Optimizer needs to guess about selectivity • If optimizer guesses wrong you could be waiting for a while

  17. © 2004 Microsoft Corporation. All rights reserved. This presentation is for informational purposes only. Microsoft makes no warranties, express or implied, in this summary.

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