HCL’s DBA Capability

Oracle CoE highlights

0

50

100

150

200

250

300

Res

ou

rce

Co

un

t

OracleFinancials

OracleHRMS

Oracle CRM Oracle SCM Oracle MFG& Others

OracleTechnology

Skills Break-up

Functional

Technical

Subject Matter Experts especially in Manufacturing, Retail, Hi-tech, MPE, Automotive, Communications, LFS and Financial Services.

Functional and techno-functional consultants in Oracle Financials, HRMS, Supply Chain Management and Manufacturing Modules.

Products

Certification

People

Customers

Industries

1000+

e-Business Suite Database 8i/9i/10G Application Server BI Portal Business

Integration SOA

Certified Advantage Partner

75+ customers worldwide

Manufacturing, Telecom, Retail, Semiconductor,

Hi-tech, Media and Publishing , Automotive, Life Sciences, Banking/

Capital Market and Insurance

HCL Oracle Universe has 50+ DBAs supporting all Oracle products (Oracle Apps, PeopleSoft, JDE, Oracle Portal, Hyperion)

Core Packaged Applications

Oracle E-Business Suite 11i, R12i

PeopleSoft 8.3 - 9.1Siebel 7.x - 8.1JD Edwards – XE A9.1

& E1 9.0

HCL Oracle Universe Snapshot

Oracle Technologies

EPM – OBIEE (Siebel Analytics & Hyperion)

SOA & BPMADF and OADatabase 10G/11GApplication Server

Oracle E-Business Suite 11i, R12i

PeopleSoft 8.3 - 9.1Siebel 7.x - 8.1JD Edwards – XE A9.1

& E1 9.0

Industry Solutions

OPSMBA/BEOC, RDC, TMSARGUS/AERS

New Dimension Applications

OTMAgileHyperionDemantra

Joint Product Development (OPSM, PS to Oracle Integration)

Deployment & Maintenance

Tech

nolo

gie

s

Global Rollout

Implementations, Configuration & Development

Design & Product Blue Print

Application Management/ Operations Consolidation

Upgrade and Migration

Assessment ServicesPackag

ed

Ap

plicati

on

Oracle Solution Labs (Sandbox & POC) in Chicago and Chennai

Pre-built solutions, IP’s/ Frameworks, Solution Accelerators & reusable components

OPN Lab in Chennai

Strategic Enablers

HCL is an Oracle Platinum Partner and a Reseller of the

Oracle eBusiness Suite – Special Edition - India

Product development

Jointly working with Oracle Corp R&D center in India on DB Vault (Identity Management); involved in Beta testing prior to product

releases

Joint Go-to-Market strategies

In the US, with initiatives underway across geographies in the APAC and ANZ region

Participation in Events & Regional User Groups

Paper Presentations

on SCM, CRM, Projects, Core Oracle Technologies

Executed highly successful projects

now used as reference by Oracle Corp

Oracle relationship canvas

Oracle Universe -DBA CoE

• 85% of HCL DBAs are certified on Oracle 10g• 65% of HCL DBAs are certified on Application

Databases

Subject Matter Experts

• Dedicated DBA Team as Centre of Excellence for various technologies – Oracle, EAI, BI/DW, Siebel, Sql Server and PeopleSoft

• Building Capability on Vertical & Horizontal Solutions

• Low attrition Rate, Knowledge Transfer and internal support for Oracle Universe

Strong expertise in Maintenance & Support

• Matured Application Support Methodology • Offer Cross training to consultants• HCL strong offshore infrastructure• KROSS – Support Knowledge repository

Quality Processes & Infrastructure

• Support & Upgrade Experience• Implementation Experience• Experience in liaison with current Business

Users and partner relationship• Initiated R12 Upgrade process at Client

Place.

Oracle Apps, People Soft, Sql Server, JD Edwards

Streamlined Knowledge Transition Methodology and DBA Cross Training on Database Products.• Long Term Support (Onsite-Offshore Model)• Quick Turnaround time for Issues

DBA CoE Highlights

DBA Center of Excellence

DBA Capabilities

Different models supported: 9 x 5

18 x 5

12 x 5

24 x 5

24 x 7 (with 3 shifts)

Perform all DBA activities like: Installation, configuration, capacity planning, backup & recovery configuration

and performance tuning

Disaster recovery / BCP configuration and support

Support for SoX compliance and enabling SSO for enterprise

Except system administrator activities like taking backup, loading tapes, adding

disk storage

Database Implementation Methodology

Phase 1 : Knowledge transition from onsite.

Phase 2 : Offshore Transition and Kick-off Operations for handling less priority tickets

Phase 3 : Offshore support to offshore steady state and enhanced support to handle Sev 1 tickets

Sev 3 tickets : Relating to Planned Releases (less priority tickets) Sev 2 tickets : Relating to Priority – Standard Sev 1 tickets : Relating to Priority High and Priority Emergency,

coordination with system administrators for disaster recovery and operational recovery.

Enabled byHCL DBA

Process Guide

Offshore DBA Services

Knowledge Transition

Business and organization overview

System and architecture overview

System usage including demonstrations and walk-through of user manuals/procedures

Backup and Recovery Procedures.

System operations, database administrations, support and administration requirements

Walk-through of country-specific requirements and versions, including compliance regulations

Ramp-up of Offshore resources and Knowledge Transfer from Onsite to Offshore (Active / Passive)

Knowledge Acquisition

On-the-job training to HCL's support and maintenance team.

To achieve increasing level of productivity, which can be tracked and measured, with a provision to provide additional training, if any weaknesses are noticed.

To validate the documented processes and incorporate any lessons learned.

Transition Readiness

Identify the framework of the project.

Identify the manner of execution

Setup Quality Plans

Sep Communication & Escalation Plan

Identify infrastructure requirements, if any

Identify channels of communication

Prepare resources for transition

Mobilization

Offshore DBA Support - Model

Offshore Transition & Kickoff

Transition Planning

Engagement objectives, critical success factors, scope, phases/milestones.

Detailed work plan and a high-level plan for the offshore phases.

Roles and responsibilities.

Support & Maintenance activities

Defining scope & objectives of offshore transition

Gathering & documenting Client’s existing processes and standards

Consolidating knowledge transfer processes.

Controlling and Reporting

Process Development Monitoring

End User Monitoring Transaction

Monitoring Log Monitoring Session Monitoring Process Monitoring Usage Patterns System Performance Availability

Coordination

Ticket Assignment Escalation

Management Resource Allocation

(ramp up / ramp down)

Development/Test

DB Cloning Database

Administration Backups Patch Management Interface mgmt (if

any) Performance Tuning

Problem Management

Interface Issues Diagnostics Problem

Identification Root Cause

analysis Problem resolution

Release Management

Manage all releases to test environment

Patch Management

Offshore Parallel Support

Second level offshore support is initiated.

Medium and low priority issues will be handled offshore during this period

Offshore DBA Support - Model

Client will have the full responsibilities as defined in the engagement scope and steering committee will monitor the progress of HCL Support for supporting Client systems.

Steady State Offshore

Periodic resource planning meetings (at least monthly) to identify next quarter resource requirements

Resource Planning Meetings

Process Stabilization

Total transition where HCLT fully takes over from the current Support Vendor

Offshore Support to Offshore Steady State

Offshore DBA Support - Model

DBA Monitoring

System level Monitoring

Application Monitoring

Database Monitoring

Knowledge Transfer

Prepare Daily Activities

Prepare KT document

Schedule Daily Activities

Perform Specific Operations

Status update to DBA Team

Sign-Off

DBA System Monitoring & Working Model

HELP DESK

Through Mails

Through Calls / Voice Mails

Acknowledge & Ananlyse

Product Bug?

Train User

Create SoP/ guidelines &

update on Intranet

Ticket Logged in System?NO

YES

NO

YES

Update knowledge

repository & Help Desk

* Analyze the Request,

* Initial Troubleshooting,

* Validating the user,

* Checking and updating the right category of requests,* Allocate the right assignee,

* Followup on the requests,

* Track to closure.

YES

End

Move To Production Instance

Log Ticket

Is it Prority 1?Resolve immediately Or suggest work

around

YES

Research/ Discuss with Consultant

Raise TAR & follow thru

Resolve issue

Test Solution on Test Instance

User accepted?

NO

NO

Log Issue/Incidence

* Assign severity* Allocate assignee

Resolved?

YES

NO

* Weekly Report* Status update* Log Analysis

Status update

HCL Team

HCL PROGRAM COORDINATOR

Clie

nt IT

Us

ers

Client - PROGRAM MANAGER

Client Personnel

Sample Work Flow for managing tickets

HCL’s Value Proposition

Checklist based assessment

We discover overlooked issues deep within your database environments that may be causing poor

performance and slowing down your operations

Application PracticeDatabase administration is not restricted to Core Database infrastructure alone, but spans across

the application landscape as well, giving you a robust support framework.

Increased Availability

Take advantage of our DBA maintenance services and decrease the chance of sudden failure. Our team pro-

actively monitors problem areas and fixes them before they can cause havoc due to instance down

times/systems crash.

Flexibility

With requirements on DB management increasing by the day, HCL’s strong skill-base of experts give you the

flexibility to find the right resource with the right knowledge to augment your team during project crunches.

Improved Performance & Risk Management

Regular MIS reports and Dashboard generated tracks; evaluation of application and database

performance and growth, with pro-active steps taken to mitigate risk and improve system up-time

eBizSmartUpgrade Tool

DB Monitoring Tool

Business Security Control

Smart Migrate

Data Parlour

Blue WhaleFramework

Unique Solutions

eBizSmart Upgrade Tool Helps in packaged application upgrade from lower to higher versions

DB Monitoring Tool Automated tool for remote database monitoring

SmartMigrateAutomated tool for data migration from any legacy applications to Oracle 11i

PROVEN TOOLS

Service Delivery: Tools & Accelerators

Sample Expertise

CLIENT ORACLE E-BUSINESS SUITE MODULES SERVICE LINES

The Largest Global Conferencing Service Provider (US, Europe)

SCM: INV, Purchasing, Drop Shipment, OE, iProcurement, Fin: OFA, GL, AP, AR, Asset Management, CM, CRM: TeleService, Sales Online, Marketing Online

Implementation, Maintenance & Support, Upgrade, RICE, Database Management including RAC implementation, cross platform migration

Leader in Network Infrastructure Equipment (USA, other global sites)

Fin: GL, AP, AR, HRMS - HR, Advanced Benefits, SCM: INV, Mfg – BOM, Self Service - iProcurement, iExpense, Self Service HR

Maintenance & Support, RICE, and Database migration that includes database upgrade & ticket based support using PMO Dashboard

Tier 1 Automotive Supplier (USA, Europe, Asia Pacific)

SCM: OM, INV, PO, Configurator, MFG: BOM, WIP, Costing, MRP/MPS, Quality, FIN: GL, AP, AR, FA, CM,

Implementation, Upgrade, Maintenance & Support, Global Roll-out, and Database management through the onsite-offshore model

Retail Giant in the Asia Pacific Region (Hong Kong, China, Taiwan, Thailand, Malaysia, and Singapore)

SCM: OM, PO, FIN: GL, AP, AR, FA, CRM: Ser Cont, Sales, Marketing, Install Base, Field Service

Implementation, Global Roll-out, Upgrade, RICE, Database Management including performance tuning of retail application Retek

World leader in Information Storage Systems (USA, Ireland)

SCM: Oracle Configurator, INV, OE, Shipping, FIN: Project Accounting, CRM: iStore, Quoting, Telesales; MFG:BOM, WIP

Application Maintenance & Support, RICE, Upgrade, Database Management including maintenance & support in Oracle applications and database at onsite

A Renowned Retail Company in Indiana (USA)

FIN - GL, AP, AR, Mfg - WIP, MRP, OM & Dist - OM, PO, WMS, Shipping, MSCA, CRM - IC

Implementation, RICE, Post Implementation support, Application maintenance and database management during non-business hours

A major Retail Company in Malaysia

MFG, FIN

Implementation, Implementation assessment, Up-grade, RICE, Post Implementation support, Application Maintenance and database management including database & application upgrade, cross platform migration from NCR UNIX to Linux

• 24*7 Production Support and Minimum

production down time for maintenance

• Upgrade of Application as well as

database

• SUN OS

• Configuring 48 Application Nodes with

single Database.

• Maintain common instance for application

and other tools

• HCL DBA team spread with 6 Onsite

DBA’s and 4 offshore DBA.

• 65 databases are maintain by DBA team.

Completed the Database Upgrade

activity with in a scheduled period.

Patches applied on Heterogeneous

Network

Hardware Load Balancer with 48 nodes

were maintained.

• Oracle 11i Applications with 48

Applications Server and DB Server

maintain by HCL Onsite & Offshore

team.

• DR server maintain in different location

and data synchronized online by every

15 minutes.

BenefitsNew Technology components

are configured like Hardware

Load Balancing , 48 Application

Nodes, Mobile Applications

Servers and Automatic memory

tuning

Oracle Enterprise Manager has

been integrated with OEBS sign

on, through which client can see

all the patches applied on the

system and can monitor

Concurrent Manager Activities

etc

Shared Appltop Load Balance -

new Technology introduced

where it reduces drastically the

down time of Applications and

Improve the Performance.

Infrastructure Challenges

AchievementsDBA Support

Case Study 1Leading manufacturer of Software & Storage for Info. Management

• 24 * 7 Production Support and

Minimum production down time for

maintenance

• HCL Primary Owner for most of

the Databases

• OS - SUN, HP-UX ,AIX, Windows

• Support/Resolve all tickets from

offshore through a centralized

Help Desk System

• Maintains Production, Development and

Acceptance Environments

• HCL DBA team spread with 1 Onsite DBA

and 3 offshore DBAs.

• Over 210 databases are maintained by

DBA team.

• Support for Database Issues, Backup,

Code Migration

Resolved all Support calls

within the SLA

Streamlined Backup process

for all the databases providing

a daily status report.

• Over 210 Oracle databases (7.x – 10g)

running on different operating systems

maintained by Elsevier/HCL Onsite &

HCL Offshore team.

• The setup includes Applications using

Oracle Databases, Oracle Application

server, RAC and Data Guard

Benefits• End User support from HCL Team

from Onsite and Offshore.

• Oracle Enterprise Manager has

been used to maintain 210 Oracle

Databases.

• 1 Onsite and 3 Offshore DBA

model .

Infrastructure Challenges

Achievements

DBA Support

Case Study 2Leading Publishing Company

• 18 * 5 Production Support and

Minimum production down time

for maintenance

• Upgrade of Application as well

as database

• SUN OS

• Maintain common instance for

application and databases.

• HCL DBA team spread with 2 offshore

DBA.

• 15 databases are maintain by DBA

team.

• Completed the instance clone using

Custom utility for reducing the

Refresh instance down time.

• Continuously Supporting the instance

Since 2002.

Infrastructure Challenges

AchievementsDBA Support

• Oracle 11i Applications with

Applications Server and DB Server

maintain by HCL Offshore team for

USA and Europe.

• Additionally 4 instances is maintain by

HCL Offshore team for both location

Benefits

Long Term Support

15 Databases is maintain

by HCL Offshore team.

DBA Support extended to

offshore Development

team.

Case Study 3Leading Tier 1 Automotive Supplier

Case Study 4 Leading Fortune 500 Pharmaceutical Client

IT ENVIRONMENT

150+ Windows Servers, 1500+ UNIX Servers 3500 Databases ( 3000+ Oracle databases, 50+

ERP databases, 150+SQL databases, 50+ DB2, 100+ SAP)

1.5 Mn batch jobs a month

IT ENVIRONMENT

150+ Windows Servers, 1500+ UNIX Servers 3500 Databases ( 3000+ Oracle databases, 50+

ERP databases, 150+SQL databases, 50+ DB2, 100+ SAP)

1.5 Mn batch jobs a month

Client Benefits

Creation & Documentation of Run Books Efficient Global support model Creation & Documentation of Standard Operating

Procedures and Work Instructions Proactive Database Management in line with Industry Best Practices. Robust Service Level management process for taking ownership of availability & Performance SLA’s Multiple Vendor co-ordination in service delivery ITIL based support and reporting

Client Benefits

Creation & Documentation of Run Books Efficient Global support model Creation & Documentation of Standard Operating

Procedures and Work Instructions Proactive Database Management in line with Industry Best Practices. Robust Service Level management process for taking ownership of availability & Performance SLA’s Multiple Vendor co-ordination in service delivery ITIL based support and reporting

HCL Deliverables

24*7*365 support for Business Critical, High Available databases with appropriate business continuity plan

KT Run book Capacity planning Database performance tuning Contribution and compliance to Backup and

Recovery strategies Support client Replication environments Support various versions of Databases –

Oracle 7/8i/9i and 10g ; SQL 2K to 2005 ERP Upgrades Ongoing support for applying security patches

on regular basis Support ERP team ( PeopleSoft/JDE) to

resolve performance issues Perform Regular Refreshes DB patches & upgrades Oracle installation and database creation Patching and migration activities Event monitoring using Oracle Enterprise

Manager (OEM) Delivery of projects

HCL Deliverables

24*7*365 support for Business Critical, High Available databases with appropriate business continuity plan

KT Run book Capacity planning Database performance tuning Contribution and compliance to Backup and

Recovery strategies Support client Replication environments Support various versions of Databases –

Oracle 7/8i/9i and 10g ; SQL 2K to 2005 ERP Upgrades Ongoing support for applying security patches

on regular basis Support ERP team ( PeopleSoft/JDE) to

resolve performance issues Perform Regular Refreshes DB patches & upgrades Oracle installation and database creation Patching and migration activities Event monitoring using Oracle Enterprise

Manager (OEM) Delivery of projects

Thank You