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Outsourcing Oracle E-Business Suite. Kevin Brown Manager, Enterprise Applications January 21, 2009 kbrown@symmetricom.com. At a Glance. Global leader providing mission critical time and frequency solutions Headquartered in San Jose, CA.

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outsourcing oracle e business suite

Outsourcing Oracle E-Business Suite

Kevin Brown

Manager, Enterprise Applications

January 21, 2009

kbrown@symmetricom.com

at a glance
At a Glance
  • Global leader providing mission critical time and frequency solutions
  • Headquartered in San Jose, CA.
  • Offices throughout the US, as well as the United Kingdom, Germany, China and Malaysia
  • Manufacturing in SF Bay Area, Massachusetts, Colorado and Puerto Rico
  • FY08 revenue $208M
  • ~900 employees
a sampling of customers
A Sampling of Customers

Telecom

Government

Enterprise

oracle environment
Oracle Environment
  • E-Business Suite 11.5.10 CU2
  • Sierra Atlantic currently provides hosting and remote DBA services
  • Live since June 2001
oracle modules
Oracle Modules
  • Manufacturing
    • INV
    • WIP (Discrete)
    • ENG
    • BOM
    • MRP
  • Order Mgmt/CRM
    • OM
    • TeleService
    • Contracts
    • iSupport
  • Financials
    • AR
    • AP
    • GL
    • Projects
    • FA
    • Time&Labor
    • iExpense
  • Procurement
    • PO
    • iSupplier
    • iProcurement
  • Other Modules
    • HR
    • ICM
outsourcing expectations
Outsourcing Expectations

Single contact

Data center: Performance, troubleshooting and infrastructure

System monitoring, performance and capacity planning

Database functions: Performance, refreshes, backups and recovery

Patch analysis and application

Manage concurrent manager

appshop
AppShop
  • Initial implementation partner
  • Hosting ppartner
  • Support
    • Front-line support
    • Worked directly with Super Users
  • Primary project partner
why we left appshop
Why We Left AppShop?
  • Sarbanes-Oxley Compliance
    • SAS 70 Type II requirement
  • Cost
  • Support
why oracle ondemand
Why Oracle OnDemand?

Compliance: SAS70 Type II certification

Monthly savings of over 13K

Remove the “middleman”

Better access to Oracle product teams and development

Experts at their own software

Pricing based on number of licenses versus service requests

cutover to ondemand
Cutover to OnDemand

Migration of data

CEMLI review

Upgrade to 11.5.9

Completed in three months

Went live on schedule in May 2004

ondemand the good
OnDemand – The Good

Priority with Oracle Support

Strong service delivery manager

One help desk for all issues – Metalink

ondemand the bad
OnDemand – The Bad
  • Lack of continuity
  • Nagging issues
    • Workflow
    • Load balancing
  • Slow response for “simple” requests
  • Lack of personal service
  • Too large to focus on Symm specifics
why we left ondemand
Why We Left OnDemand?
  • Cost
    • New contract increased cost dramatically
  • Wanted closer relationship
  • Overall service level was declining
select the next partner
Select the Next Partner
  • Two firms made the short list
    • USI
      • Owned by AT&T
      • Concern about getting lost in such a large company… again
      • Coincidently a distant relative of AppShop
    • Sierra Atlantic
      • Hosting is a small division
      • Offers software and other services
      • Robust disaster recovery offering
  • Performed study of bringing in-house
    • Outsourcing saves about 20%
move to sierra atlantic
Move to Sierra Atlantic

Strong coordination between OnDemand – Sierra Atlantic – Symmetricom

Smooth cutover in 2 ½ months

Went live on schedule in February 2008

sierra atlantic the good
Sierra Atlantic – The Good

Close relationship with DBA and account management

Transparency – cannot tell DBA has other clients

Rapid response to issues and inquiries

We can call someone that can actually take action

Primary DBA knows history of changes and tweaks

System monitoring

Mirrored disaster recovery site

sierra atlantic the bad
Sierra Atlantic – The Bad

Help Desk can be difficult to use and lacks features

relationship management
Relationship Management

Trust – they are the experts

Question – you should understand

Be persistent – be the squeaky wheel when necessary

Rate issues appropriately – don’t squeak at the wrong time

Understand and agree on the processes

Share future plans – even if not specific to EBSO

outsourcing ebso
Outsourcing EBSO

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Questions??

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