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Oracle Managed Services (OMS) for Exadata V2May 2010

---INTERNAL USE ONLY---

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Simplify & re-platformarchitecture

Improve applicationresponse times

Reduce inhousemaintenance costs

Increase systemagility

Consolidate instances Consolidate

applications Balance workloads Enhance disaster

recovery Improve accessibility

Enhance security

Enhance enterpriseanalysis

Increase enterpriseaccess & security

Optimize DataArchitecture

Refine ETL/Application Code

Architect Exadata

OptimizeImplementation

Accelerate readiness Ensure deploymentsuccess

Re-Platform toExadata Architecture

Accelerate Impact &Business Innovation

Advanced Technology Services for ExadataOracle Exadata Lifecycle Benefits

What are your production support plans?

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Advanced Technology Services for ExadataOracle Exadata Lifecycle Processs

Next Discussion:

Migration Service

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Customers Need To Provide A Broad Range of Oracle / Sun Skills

To Optimize Performance & Reduce Production Risk

Disk Storage14-Sun Oracle Exadata Storage Servers

Each Storage Server = 12 Disk Drives

Database Servers8-SunFire x86 Servers

I/O Interconnect3-Infiniband Switches

Infrastructure:Ethernet Switch

KVM

Cables

Power Supplies

Rack

Database SoftwareOracle DB 11g, RAC, Partitioning

Storage SoftwareOracle Exadata

Storage Server Software

HARDWARESOFTWARE

Services: Installation Services

Configuration Services

Monitoring Services

Warranty & Support

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V2 Service Convergence May Cause Finger Pointing Among Multi-

Production Vendor/Teams!!






KVM

Cables

Power Supplies

Rack


32 Processors of each



168 Disk Drives

HARDWARESOFTWARE

Services:

Installation Services


Monitoring Services

Warranty & Support

Telco Provider(s)

Data CenterProvider(s)

Oracle (Sun) HWSupport

OS/FirmwareTeam

DB Team

Storage Team

CEMLI Team

Apps Team

Oracle Managed Services Provides A SINGLE Point Of Contact & Ownership

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KVM

Cables

Power Supplies

Rack





168 Disk Drives

HARDWARESOFTWARE

Services:



Monitoring Services

Warranty & Support

Telco Provider(s)



OS/FirmwareTeam

DB Team

Storage Team

CEMLI Team

Apps Team


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KVM

Cables

Power Supplies

Rack





168 Disk Drives

HARDWARESOFTWARE

Services:



Monitoring Services

Warranty & Support

Telco Provider(s)



OS/FirmwareTeam

DB Team

Storage Team

CEMLI Team

Apps Team


Complete

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2009 - 2010 V2 Maintenance Schedule Becomes A

Maintenance Plan With Full Impact Analysis With OMS

Exadata Software & Firmware Maintenance

Exadata Storage Server Database Servers Infiniband/Switches/KVM/Others

Maintenance Schedule (MOS Note 888828.1)

20-Nov-09 20-Dec-09 20-Jan-10 20-Feb-10 20-Mar-10 20-Apr-10

Exadata Storage Server Database Server Infiniband/Switches/Others

Release Date

Storage

Server

Database

Server

Infiniband/

Others

Description

Key Benefit of OMS: Find Once Fix Many

20-Nov-09

Yes Yes Yes Initial Release

Exadata Storage Server software 11.2.1.2.0

Oracle Database 11g Release 2 (11.2.0.1.0)

Sun Oracle Database Machine - Sun Datacenter InfiniBand Switch 36 Patche

11-Dec-09 Yes Deployment Patch 9207209

31-Jan-10 Yes Exadata Storage Server software 11.2.1.2.1 (Patch 9307085)

11-Feb-10 Yes Database Bundle Patch 1 for Exadata (Patch 9325559)

11-Mar-10

Yes Yes Yes Exadata Storage Server software 11.2.1.2.3(Patch 9435285)

OFED software 1.4.2-10; InfiniBand HCA firmware 2.7.0

Database Bundle Patch 2 for Exadata (Patch 9408635)

Grid infrastructure Bundle Patch 1 (Patch 9455587)

15-Apr-10 Yes Database Bundle Patch 3 for Exadata (Patch 9524394)

20-Apr-10 Yes Exadata Storage Server software 11.2.1.2.4 (Patch 9537568)

OMS P id A I t t d A T Di k 24X7 SLA B k d

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OMS Provides An Integrated Apps To Disk, 24X7, SLA Backed,

Production Support Managed Service That Will Lower Your

Customers Risk and Total Cost of Ownership

At-A-Glance Service Highlights

Single Point of Contact and Accountability 24x7X365 lights out service coverage

Advanced monitoring from apps to disk

Apps To Disk Patch application and updates asneeded

Peak resource availability (e.g. maintenancework and month end close activities)

V2 Managed Service Supported By ITIL BasedBest Practices

Onshore and offshore support models available

Proprietary Access To Oracle Product, Sun HW,and Development Knowledgebase, Process, andTools for improved resolution of issues

Predictable Monthly Service Fees that arescalable to your business cycles

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Devil in the Details Delivered Via ITIL Based Statements of Work

EXADATAComponent

OCMS Tasks Task Detail

HARDWARE Monitoring Faults (Temperature, Board Failure, NICFailure, HCA Failure, etc)

Firmware Updates BIOS etc

Coordination In case of Hardware Failure - coordinate withFRU (Field Replacement Unit)

OPERATINGSYSTEM

Monitoring Disk IO, Memory, CPU

Patching /Updates RPM's, Security etc.

Tuning Kernel settings, Limits etc

Backups File System backups

EXADATANETWORKInfiniband Diagnostics Diagnostics, Error Check

Cisco EthernetDiagnostics

Diagnostics, Error Check, VLAN provisioning

DATABASE(11gR2 RAC)

Monitoring All DB activity (performance, storage, etc.)

Patching One off patches, Security updates, certifiedpoint release updates

Ongoing Configuration ASM, RMAN

Backups/Restores Database backups and restoresCloning Database cloning/refresh

DB Management Overall DBA activities

EXADATASoftware(Storage Cells)

Monitoring Combination of OS/Infiniband events

Patching One-off patches, security

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OMS V2 Monitoring Capabilities Go Past Standard EM By Leveraging Library of

Existing ILOM/SNMP Alerts

Resource/Service Component Event/Alert

Database, RAC, ASM Database Up/Down AlertAlert log & Diagnostic Info

Available Space Monitoring

Database Backup Success

Invalid Objects

DB listener Up/Down AlertCRS Processes Up/Down Alert

Log Checks

ASM Up/Down AlertAlert Log Checks

Processes Long Running JobsHigh CPU Processes

Inactive Sessions

Temp & Undo Space Usage

Operating Systems DB Nodes Up/Down AlertAlert log & Diagnostic Info

Load Average past threshold

Mount point space usage

CPU and IO Utilization

Storage Cells Up/Down AlertLog & Diagnostic Info

Mount point space usage

Load Average past threshold

RAM, CPU, and IO Utilization

Network (Exadata only) Infiniband IB Bandwidth/SpeedIB Link Status

IB ULP Presence

Ethernet Link statusError counters

Hardware ILOM Configuration SNMP trapsSMTP alerts and notifications

IPMI PETS

Devices Temperature/Fan FailureBoard/Backplane/Paddle Card Failure

Voltage

NIC/Port/IB HCA Failures

RAID controller errors (parity, failures, etc.)

Disk & DIMM Failures

Power Supply Failure

Processor Core Failure

Cable Degradation

BIOS/Post and sensor detection

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OMS V2 Key Out of Scope Activities

1. New Database Instance Architecture and Design and Tuning

of Impacted instances (Pull ATS Back In)2. Tuning of SQL code (Pull ATS Back In)

3. Major Release Upgrades (e.g. 11gR2 to 12) (Pull ATS Back In)

4. Back Up Tape Handling

5. Troubleshooting tape or tape drive issues

6. Application Support IE: OBIEE or Infomatica (Up Sell Opportunity)

7. Capacity Planning and Analysis (OMS is part of planning process ofcustomer owns decisions and calculations)

8. Hardware Support (Covered under Exadata License but coordinated viaOMS)

9. Datacenter management

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The following key ITIL process area are in scope for amanaged services proposal

2nd Level Enterprise Service Desk

Service Support

Service Delivery

Governance

OMS Operations Are ITIL V3 Compliant Moving TowardsISO Certification In FY11/12

The following section highlights key ITIL framework andthe related tool sets used in the OMS Exadata V2Statements of Work.

Industry Standard Managed Services Model Is

Used As The Framework For OMSITIL Processes and Governance

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OMS Process Area #1: Enterprise Service Desk

Identify prescriptive training and retrainingopportunities from Problem Management

trending analysis (Up sell to UPK)

CapabilityManagement

Decrease incidents for Functional helpthough empowering the Exadata user

with Knowledge

Root cause analysis of all Severity 1

incidents, trend analysis, identification,

recording, classification and diagnosis of all

problems and errors

Problem

Management

Improved Service Desk first time fix rate

by creation of Known Errors database,

Improved organizational learning tough

FAQs

Responsibilities BenefitsService

Record, classify, route, resolve, monitor,

escalate, and communicate status of all

Incidents.

Incident

Management

Faster incident resolution times results in

improved user experience, elimination of

lost incidents, complete SLA metrics,

single gateway for all Oracle incidents

and service request

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OMS Process Area #2: Service Support

Plan and Manage successful implementation

of new/changed software, facilitate testing of

change and compliance with standards to

release into production environment,

coordinate with change Management

Release

Management

Minimize disruption to business during

implementation of change by bundling

releases where applicable, assurance that

production environment is of known quality

Assess cost, benefit, and risk impact. Monitor

the progress of the change and Manage the

coordination with other business and IT

changes.

Change

Management

Reduce negative impact of the change

from improved business and technical risk

impact assessment, alignment and

coordination with other change reduces

cross project issues and streamlines the

communication channels


Identify, plan, control change to the

configuration of Oracle environment including

data architecture and application components.

Configuration

Management

Makes applications and other changes

visible and supports the Release

Management process

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OMS Process Area #3: Service Delivery


Measure and monitor all components of the

infrastructure including performance of the

services provided, and facilitate future planning

and implementation of new resources to fit

future business requirements

Capacity

Management

Eliminate panic buying and unnecessary

spare capacity, optimization of equipment,

Increased efficiency and cost savings,

deferred expenditures.

Facilitate the execution of the customers

contracted IT recovery and business continuityplans, ensuring they are reviewed, revised,

and tested periodically

Continuity

Management

Reduce business disruption during an

incident with an ability to recover servicesefficiently and thus reduction of the impact

of the failure.

Facilitate service levels are met. Collect,

analyze, and maintain availability data and

continuously reviewing results to improve

availability.

Availability

Management

Availability levels are measured to fully

support service level Management

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The OMS V2 Service Level Structure Needs To Be

Discussed In Two Parts: HW and SW






KVM

Cables

Power Supplies

Rack




HARDWARESOFTWARE

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The OMS V2 Service Level Structure




SOFTWAREAvailability 99.5%Severity

LevelResponse

TimeRestore

Time

SeverityLevel 1

30 Minutesfrom receipt of

the Ticket

90%within 8Hours

SeverityLevel 2

1 Hour fromreceipt of the

Ticket

90%within 16

Hours

SeverityLevel 3

8 hours fromreceipt of the

Ticket

Per DealBasis

Severity

Level 4

24 Hours from

receipt of theTicket

Per Deal

Basis

SLA Credits Based OnMonthly Recurring Charge

3% to10%

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The OMS V2 Service Level Structure






KVM

Cables

Power Supplies

Rack

HARDWAREThe SLA Challenge

Governed By License AgreementNo HW Restoration or AvailabilitySLA Commitments ProvidedVarious On Site Response levels(Example: 4 or 8 hour)

The SLA Risk MitigationAllow Oracle To Host V2 (Future)HW Architecture RedundancyPurchase DR MachinePurchase On Site SparesPurchase Oracle Managed ServiceTo Monitor, Triage, Call Out, and Own

ResolutionMap Out Distance To Parts DepotIf Deal Is Strategic or Large Enough(High Number of RACS) OMS canseek HQAPP approval for a customRestoration Goal

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By Combining The SLA On The Software + Single Point

Of Contact For The HW = OMS Accountability






KVM

Cables

Power Supplies

Rack





168 Disk Drives

HARDWARESOFTWARE

Availability 99.5%

SeverityLevel

ResponseTime

RestoreTime

SeverityLevel 1

30 Minutesfrom receipt of

the Ticket

90%within 8Hours

SeverityLevel 2

1 Hour fromreceipt of the

Ticket

90%within 16

Hours

SeverityLevel 3

8 hours fromreceipt of the

Ticket

Per DealBasis

SeverityLevel 4

24 Hours fromreceipt of the

Ticket

Per DealBasis

SLA Credits Based OnMonthly Recurring Charge

3% to10%

The SLA Risk MitigationAllow Oracle To Host V2 (Future)HW Architecture RedundancyPurchase DR MachinePurchase On Site Spares

Purchase Oracle Managed ServiceTo Monitor, Triage, Call Out, and OwnResolutionMap Out Distance To Parts DepotIf Deal Is Strategic or Large Enough(High Number of RACS) OMS canseek HQAPP approval for a custom

Restoration Goal

R & M i t i S i

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Oracle performs proactive support activities Oracle performs reactive support: (e.g. receive / action alerts) Daily / weekly / monthly service level reporting (content & frequency

as agreed)

All Customer Level 2 problem / change tickets will be monitored,tracked and closed by Oracle to Customers satisfaction

Customer continues to provide Level One end user help deskservices escalates V2 problem / change tickets to Oracle as

incurred.

V2s alert monitoring tool(s) redirect V2 Infrastructure alerts toOracle Service Desk

Problems will be escalated and closed with the needed (Level 3)as necessary, Oracle stays accountable

Level 1

Helpdesk

V2User Environment

Ticket Mngt

Tool

Customer 1st

Level Help DeskMonitoring

Alerts Tool

OCMS Service

Desk:

Open View problem /

change tickets

Routed to Oracle

Grid Alerts

Routed to Oracle

Oracles Level 3;Oracle Support &

Development

Oracle Escalation to

Level 3

Oracles - V2 Field

Dispatch For HW

Break/Fix

Customer Level 3Apps Support

Customer Data

Center

9/10/2013

Run & Maintain ServicesEnd-to-end Management Process

O C S f

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6 to 8 weeks

Order to InstallMonth 2Month 1

ExadataOrdered

ExadataInstalled

Exadatain Production

Exadata

Blueprint

Architecture Transition

Extend &

Expand

Optimize &Refine

Packaged

Offering

Oracle Consulting Services for ExadataExadata Services Timeline

Run & Maintain Services

9/10/2013

ATS

OCMS

Shadow Run & Maintain

R h O d f M it d P i i (B d t )

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Price For Budgetary Purposes Only. On Site Expenses Excluded

Current Pipe: P&G $3.9M License $2.53M (Signed), ATS $114K +OMS $1.23M (May close)

Cardinal Health

Praxair

Cummins

Monsanto

Disney

Pursuit and Capture? Peter at 404-915-7643 [email protected]

Murali at 770-329-8430 - [email protected]

Rough Order of Magnitude Pricing (Budgetary)

Rack

Configuration

Transition Year 1 Year 2 9%Efficiency

Year 3 6%Efficiency

Total

TCV

Partial Onsite

DBA

Full Rack $23,500 $326,000 $298,000 $281,000 $928,500 Included

Half Rack $21,500 $210,000 $180,000 $169,000 $580,500 Included

Quarter Rack $18,500 $150,000 $136,000 $128,000 $432,500 Included

Oracle Confidential
mailto:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]

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