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Making the Most of Oracle Support. Michigan Oracle User Group. Mirella Gazzoni Regional Support Advocate – Global Customer Support mirella.gazzoni@oracle.com.

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making the most of oracle support

Making the Most of Oracle Support

Michigan Oracle User Group

Mirella Gazzoni

Regional Support Advocate – Global Customer Support

mirella.gazzoni@oracle.com

slide3

The following is intended to outline our general product direction. It is intended for information purposes only, and may not be incorporated into any contract. It is not a commitment to deliver any material, code, or functionality, and should not be relied upon in making purchasing decisions.The development, release, and timing of any features or functionality described for Oracle’s products remains at the sole discretion of Oracle.

typical support user s experience
Typical Support User’s Experience

System error, problem detected

My Oracle Support

Simple Search

Escalate issue

Log Service Request

slide5

80%

Unrealized ROI

transformation from break fix to proactive and preventive support
Transformation from Break-Fix to Proactive and Preventive Support

Proactive Resources

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

Efficient

Research

  • Knowledge Browser- Knowledge Base
  • Remote Diagnostic Agent
  • 250+ EBusiness Suite Diagnostics
  • Siebel Upgrade Wizard
  • PSFT/JDE Change Assistant & Performance Monitor
  • Configuration Manager with Systems
  • Service Requests

Reactive Support Engagements

Diagnostics & Tools

slide7
Support Investments Tools and utilities designed to help isolate and resolve customer problems quickly
  • Support Portal
    • My Oracle Support & My Oracle Support
  • Support Tools
    • Tools, Diagnostics, Scripts
  • Support Resources
    • Web 2.0 technologies
    • Plug-Ins and Add-ons
  • Support Education
  • Support Assisted Services
  • Support Best Practices
support portal my oracle support
Support PortalMy Oracle Support
  • My Oracle Support Configuration Manager*
  • Proactive alerts, notifications and subscriptions
  • Knowledge Base = 800,000+ solutions
  • Patches and Product Updates
  • Communities Forums*
  • Service Requests
    • Creation, Reporting, Managing
  • WebConferencing Support capability (new user test)
  • Customer-controlled User Administration
  • Advisor Webcasts
    • PSFT/JDE
    • Oracle – Tech, FMW & EBus
support portal my oracle support1
Support PortalMy Oracle Support
  • My Oracle Support Configuration Manager*
my oracle support configuration manager
My Oracle Support Configuration Manager

What is it?

A Support capability that automates configuration information exchange between Oracle and our customers enabling faster resolution and proactive detection of customer issues. My Oracle Support utilizes core configuration management capabilities available from Oracle Enterprise Manager and provides:

  • The ability to define configurations and organize projects
  • A view of System details and changes
  • Create, track, and status Service Requests
  • Advanced Knowledge Management capabilities
  • Proactive problem avoidance with HealthChecks
  • Proactive Product and Security Alerts
ocm the big picture

Knowledge

Management

Support

OCM: The Big Picture

My Oracle Support or MetaLink

Config View

SCM

Oracle CCR

HTTPS

Proxy

Server

Simple install/

command UI

Customer Site

slide12

What is a system?

Systems are named collections of hardware, software, and operating system running on a machine

sample system data being pulled
Sample System Data being pulled …
  • Application Server level
  • Configuration files
  • Console configuration
  • DCM configuration
  • Deployed applications
  • General
  • OPMN configuration
  • eBusiness Suite
  • # of active users
  • Applied patches
  • Custom forms
  • Applications system summary
  • Applications topology
  • Comprising patches
  • Component versions
  • Config version
  • Custom applications
  • Profile options registered under custom app.
  • Custom database objects
  • Cust. Hooks
  • Custom message count
  • Custom objects owned by Apps
  • Custom request sets
  • Responsibility count
  • Custom triggers
  • Custom value sets – table validated
  • Custom value sets – other
  • Custom workflows
  • Data groups
  • Database version
  • End-Dated users
  • Generic service components parameters
  • High priority patches not applied
  • JTF hooks
  • Localization modules
  • NSL languages
  • Other customizations
  • Application patch levels
  • Printers
  • Printer drivers
  • Profile options
  • Registered Oracle users
  • Technology stack inventory (DB)
  • JServ level
  • Configuration files
  • Zones
  • Database level
  • Config version
  • Control files
  • Data files
  • Instance information
  • Feature usage
  • High water mark
  • Initialization parameters
  • Session high water mark
  • Options
  • Redo logs
  • Rollback segments
  • SGA
  • Tablespaces
  • Database users
  • Statspack configuration
  • HTTP Server level
  • Cipher suites
  • Configuration files
  • General
  • Listen addresses
  • Performance related settings
  • Virtual hosts
  • Infrastructure level
  • Apps web configuration
  • Apps web configuration files
  • Context files
  • Database configuration
  • Database configuration files
  • Custom context variables
  • Environment context variables
  • Global context variables
  • Host context variables
  • Install context variables
  • Process context variables
  • System context variables
  • Technology stack inventory (file system)
  • Workflow mailer configuration
  • Workflow mailer configuration files
  • Host level
  • Operating system initialized services
  • Operating system ULIMITs
  • Hardware
  • CPUs
  • IO devices
  • Network interfaces
  • Operating system
  • Component
  • File system
  • Modules
  • OS parameters
  • Registered software
support portal my oracle support2
Support PortalMy Oracle Support
  • My Oracle Support Configuration Manager*
  • Proactive alerts, notifications and subscriptions
  • Knowledge Base = 800,000+ solutions
  • Patches and Product Updates
  • Communities Forums*
  • Service Requests
    • Creation, Reporting, Managing
  • WebConferencing Support capability (new user test)
  • Customer-controlled User Administration
  • Advisor Webcasts
    • PSFT/JDE
    • Oracle – Tech, FMW & EBus
support portal my oracle support3
Support PortalMy Oracle Support
  • My Oracle Support Configuration Manager*
  • Proactive alerts, notifications and subscriptions
  • Knowledge Base = 800,000+ solutions
  • Patches and Product Updates
  • Communities Forums*
  • Service Requests
    • Creation, Reporting, Managing
  • WebConferencing Support capability (new user test)
  • Customer-controlled User Administration
  • Advisor Webcasts
    • PSFT/JDE
    • Oracle – Tech, FMW & EBus
community resources in web 2 0 connecting people to people not just people to a portal

Communities

OracleUser Groups

My Oracle Support Community

Customer &

Partners

OraclePartner Network

Oracle Technology Network (OTN) / OSpace

Oracle Mix

Oracle Wiki

Oracle Blogs

Community Resources in Web 2.0Connecting People to People not just People to a Portal
  • My Oracle Support, Communities (formerly Forums)*
  • OTN Forums
  • Oracle Wiki
  • Oracle Blogs
  • Oracle Podcasts
  • Oracle Newsletters
  • Oracle Mix
  • AskTom
  • OracleCommunity.net
  • UserGroups
    • Knowledge Base, Conf. Paper Archives, Forums, WebEvents, CABs, SIG’s, RUG’s and ER Voting System
support portal my oracle support4
Support PortalMy Oracle Support
  • My Oracle Support Configuration Manager*
  • Proactive alerts, notifications and subscriptions
  • Knowledge Base = 800,000+ solutions
  • Patches and Product Updates
  • Communities Forums*
  • Service Requests
    • Creation, Reporting, Managing
  • WebConferencing Support capability (new user test)
  • Customer-controlled User Administration
  • Advisor Webcasts
    • PSFT/JDE
    • Oracle – Tech, FMW & EBus
support tools
Support Tools
  • Maintenance Wizard
  • 200+ Oracle Diagnostic Tests
  • 300+ DBA Scripts
  • Performance Tuning Tools and Scripts
  • Change Assistant
  • Change Impact Analyzer
  • Performance Monitor
  • Upgrade Wizard
  • Application Deployment Manager
  • Script Checker Utility
  • Change Assistant
  • Support Assistant
  • Performance Monitor
  • Support Assistant
  • Net Change Analyzer
support tools dba developer resources tools
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
support tools ebus dba end user resources tools
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
support tools ebus dba end user resources tools1
Support ToolsEBus DBA / End-User Resources & Tools
  • My Oracle Support Configuration Manager
    • Dozens of Healthchecks and Patch advisors
support tools ebus dba end user resources tools2
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
support tools psft jde resources tools
Support ToolsPSFT/JDE Resources & Tools
  • My Oracle Support Configuration Manager
    • Available for PeopleTools
      • PSFT Enterprise 8.48+
      • JDE EnterpriseOne 8.97+
  • Change Assistant
    • Product maintenance tool for fixes and patches
    • Both for PSFT and JDE
  • Performance Monitor
    • Both for PSFT and JDE
  • Change Impact Analyzer – PSFT
  • Setup Manager – PSFT
  • Support Assistant - JDE
support education
Support Education
  • Oracle University
  • Oracle By Example
    • Hundreds of step-by-step Tutorials
    • Server Tech and BI only*
  • Oracle Events
    • Regional
    • Webcasts – all archived and downloadable
  • Advisor Webcasts
    • My Oracle Support schedule and archived for replay
    • PSFT/JDE
    • Oracle – Tech, FMW & EBus
support best practices
Support Best Practices
  • Advisor Webcasts
  • Oracle My Oracle Support/Metalink – RDBMS, FMW, EBus
  • Oracle My Oracle Support/Metalink3 – Siebel, Hyperion, PSFT, JDE
  • My Oracle Support Configuration Manager*
  • Introduction to My Oracle Support
  • Working Effectively with Support
  • Critical Issue Handling and Escalations
  • Premier Support and Lifecycle Management
  • Advanced Support Best Practices
  • Diagnostics for EBusiness Suite
  • DBA Tools and Diagnostics
  • PSFT/JDE Change Assistant and more
customer support education
Customer Support Education
  • Delivery Options:
    • One-on-One Customer meetings and Webcasts
    • Support Webcasts – targeting a core Customer audience
    • Regularly scheduled free Advisor Webcasts
    • Regional Support Education Workshops
    • User Groups, SIGs, RUGs, etc.
  • Contact us:
    • EMEA: support-training-emea_ww@oracle.com
    • APAC: support-training_ww@oracle.com
    • North America: support-training_us@oracle.com
    • Latin America: support-training_br@oracle.com
global customer care
Global Customer Care

Call: 1 800 223 1711

Other Global Support Hot Lines:

http://www.oracle.com/support/contact.html

  • Available to address any non-technical business inquiry or issue, including MetaLink issues
  • Assists with CSI issues
  • Facilitates the resolution of Contract and Fiscal Inquiries, as well as Consulting requests
  • Create Software Upgrade Orders
  • Locate and Provide Published Information
slide33

Hello My Oracle Support…

Good bye Old friend MetaLink!

  • Classic MetaLink will be decommissioned soon
  • Have you checked your system for Flash compatibility?
    • A Flash plug-in (version 9.0.115 or higher) is required
    • Download the latest version from the Adobe website at www.adobe.com/go/getflashplayer
    • Visit the Flash FAQ for answers to common questions about Flash and links to important information.
for more information
For More Information

search.oracle.com

or

oracle.com/support

slide35

Q

&

A