Same Goal, Different Paths: 10 Things about Hybrid Solutions · 2019-06-21 · • ITIL and SLA...
Transcript of Same Goal, Different Paths: 10 Things about Hybrid Solutions · 2019-06-21 · • ITIL and SLA...
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Same Goal, Different Paths: 10 Things about Hybrid SolutionsAdvanced Customer Services Enhance Success
Guy PetersEMEA Application Services Development DirectorAdvanced Customer Services
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Safe Harbor Statement
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.
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Agenda
• Introduction
• Cloud Adoption Options
• Cloud Readiness
• ACS Services
• Q&A
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Harness the Total Power of Your IT InvestmentsWith Oracle Advanced Customer Services
Existing customers globally
6,000
Global technologyexperts
4,500 Overall customer experience rating
8 6
Years of experience
Accelerate Innovation with Industry-Leading
Expertise
#1Ranking in Oracle customer satisfaction
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Destination: CloudSupporting You Every Step of the Way
5
Cloud Advisory Cloud Enablement Cloud Operations
Plan Design Build Deploy Operate Optimize
End-to-end guidance, governance and service delivery management across all your Oracle deployment models
• Customized workshop to assess your environment, goal, requirements, introduce Oracle Cloud technology, and outline the best options for you
• Capacity planning• Consolidation planning• Workload planning
and design• Modernization
roadmap for databases• Onboarding advisory
• Installation and configuration services
• Onboarding advisory• Database upgrade
support• Platform readiness
testing• Go-live support
• Transition and optimization ofdatabases, Java, applications.
• Transition and compression of large complex databases in a single weekend withminimum downtime
• Technical and functionalhelp desk
• ITIL and SLA based lifecycle management
• Workload managementof platforms (SOA, Java), databases, and apps
• Security, identity, and compliance management
• Mission critical support with dedicated support team, 24/7 monitoring, and prioritized issue resolution
• Dev/Ops services
• Health checks and optimizations of performance, availability, security
• Proactive risk prevention
• Capacity planning• Regression testing• Guidance how to
make the most of the Cloud subscription
• Detailed reporting and service reviews
On Premises/Private Cloud
Public CloudCloud at Customer
Systems Optimization
Expert Support
Transition Support
Mission -Critical Support
Managed Platform
Security Support
Managed Applications and Help Desk
IaaS
PaaS
SaaS
Deployment Models
Service Areas
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AU to Cloud – Part 210 Things to know about Hybrid Cloud
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Hybrid Clouds with Apps Unlimited
AU On Premise
Migrate/Transform Model
Cloud Strategy
GREEN: Managed Applications & Database
RED: Upgrade to 19c
BLUE: DR & Dev / Test In the Cloud
Business Process Review
Thrive in the Cloud Workshop
Low Impact Change
ContractSigned
Upgrade to Database 19c
DR DesignSolution DR in Cloud Build / Test
Go-Live
Position savings and efficiency by moving workload to OCI
ContractSigned
Go-Live on OCI
DevOps
Go-Live on Prem
Get Started
Identify environments and RPO/RTO
Business Strategy/Demands
DR in Cloud
Dev/Test in Cloud
Transition workloadUpgrade
DR in theCloud
SaaS Adoption
Integration
Analytics
Full run and maintain and DR with Managed Application Cloud
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Hybrid Options: Pick n Mix to the Max
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On Prem Products
eBS
Hyperion
JDE
PSFT
OBIEE/A
Siebel
SOA
SSO
11.5/12.1/11g
11.1.1./SQL
E1/One World/AIX
PSFT
OBIEE/A
Siebel/Solaris SPARC
SOA 10g
SSO
Cloud (IaaS/PaaS)
eBS
Hyperion
JDE
PSFT
OBIEE/A
Siebel
SOA
SSO
12.2./DBCS
11.1.1./DBCS
E1/Linux/Intel/DBCS
PSFT/DBCS
OBIEE/A/DBCS
Siebel/DBCS/Linux/Intel
SOA/DBCS
SSO/DBCS
Cloud (IaaS/PaaS/
SaaS)
eBS
Hyperion
JDE
PSFT
OBIEE/A
Siebel
SOA
SSO
12.2./DBCS
11.1.1./DBCS
E1/Linux/Intel/DBCS
PSFT/DBCS
OBIEE/A/DBCS
Siebel/DBCS/Linux/Intel
SOA/DBCS
SSO/DBCS
ERP/HCM
EPM
OACS
CX
SOACS
ERP/HCM
ERP/HCM
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SaaS
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SaaS is a “Black Box” service, you cant change its internals. You can configure not
customize
“CEMLIs”, need to sit outside and be called by APIs within SaaS
Oracle releases software updates every 12 weeks, patch and function
From release of Update to Installation on Production it is 2 weeks (approx)
Support from Oracle relates only to Technical Problems, not setup/end user
queries
SaaS adoption includes taking on:
End User Support
Impact Analysis of Change
Regression Testing
Code Break/Fix/Enhancement
Service Reporting, end to end
Adoption of new Function to drive SaaS investment
Issue/Problem Management per Cloud
For each cloud, and every element it touches
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Oracle Cloud To release upgrade Plan
Schedule the upgrade on TEST Env.
Oracle Account Team
Oracle knows “Oracle” best –Best in Class
Prepare Test Plan Enable the required New features or Enhancements
Execute the Test Plan
Understands the features / Enhancements of the upgrade
Typical Upgrade Process
Deploy in ProductionResolve Upgrade Issues
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Platform
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Each Platform Service has different roles/responsibilities for the client
Integration is the most critical element to Hybrid Cloud
Cross Cloud Transaction Monitoring is key
Each Cloud has a different support queue and owner, problem resolution/escalation
sits with the client
Service Reporting and Planning remains with the client
Platform adoption includes taking on:
End User Support, where needed
Impact Analysis of Change
Regression Testing
Code Break/Fix/Enhancement
Service Reporting, end to end
Adoption of new Function to drive PaaS investment
DR creation/Testingincluding some SaaS Services
Issue/Problem Management across Clouds
For each cloud, and every element it touches
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A Possible Hybrid Cloud Topology
eBS ERP HCMHyperion EPM OACS
SOACSIDCS
Financials HFM Projects Core HR/Payroll FCCS
ODICS
Analytics
JCS
DBCS
JCS
DBCS
BI AppsExtensions
DBCSDBCS DBCS
DBCS DBCS
Which SaaS Clouds have DR ?
What DR comes with Platform ?
If I move everything to SaaS, what do I do with my legacy data ?
How do I manage end to end transactions across clouds ?
How do I manage multi cloud issues with support ?
Who will manage Product/Development escalations ?
Who will work with On Prem Support groups ?
How do I drive Service Improvement across clouds ?
How to make the On Prem systems more agile ?
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ACS Enterprise Services Portfolio
Effect Change Run & Maintain
Apps in the Cloud (SaaS) Apps in the Cloud (SaaS)
Heritage Apps (On Prem/OCI) Heritage Apps (On Prem/OCI)
Platform (FMW/DB; On Prem/OCI)
Platform (FMW/DB; On Prem/OCI)
Data Centre Transformation Data Centre Transformation
Innovation/Born in the Cloud Innovation/Born in the CloudSt
and
ard
ize
Rat
ion
aliz
e
Co
nso
lidat
e
Op
tim
ize
Vir
tual
ize
Au
tom
ate
Keep it Current/CSI
Operating ModelSingle point of contact model
Customer Ticketing SystemRemedy / Service Now etc
End User
Customer L1 Team receives the incident / ticket
Capture ticket In Ticketing System1
SPOC Model
Subscribe
Provide Solution
Clarify Incident
Manage Interaction
Leverage Knowledge
ACS Analysts
Oracle
• OFS Teams
• CSM
• Core Team
• Product Support
Customer
• IT Team
• SME
• Change Mgmt
• Rls. Mgmt
• Super Users
Third Party
• Vertex
• Tidal
OLA / SLA
Problem ManagementCSI Process
CMDBKnowledge Portal
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SaaS/PaaS
1 Additional Fee
Benefits and ValueKey Features
Oracle Managed Application Cloud Service
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• One simple contract inclusive of Oracle Cloud Infrastructure
• SLA-driven
• Priced based on consumed compute capacity and storage
• Scalable
• Best practice architecture
• Standardized and automation driven
• Includes disaster recovery
• Enhanced security using encryption and vulnerability scans
• Governance and controls
• Transparent 360 degree view via Oracle Pulse portal
• Reduced Cost: Pay for what you use, right-size your environments
• Improved Agility: Add computing capacity as required, accelerated provisioning, and refreshes
• Reduced Risk: 99.5% availability SLAs ;secure global infrastructure, encrypted data and vulnerability scans
• Service Accountability: Single point of contact for service and account governance
• Transparent: Full visibility into service health and entitlements versus consumption via mobile devices or desktop portal using Oracle Pulse
Modern and Complete Lifecycle Management
Change
Availability
Infrastructure
Performance
Configuration
Release
Incident
Problem
Complete Support for SaaSFlexible Support to Leverage the Potential of your SaaS Applications
Business Help Desk for SaaS
Regression TestingExtensions and
Integrations
Critical Process Management
Mission Critical Support for SaaS Bundle or standalone
SLA-based services
Single point of contact
Specific version available for requirements of US Government and Federal Agencies
Oracle Mission Critical Support for SaaSSLAs
Service Request reponse times
• Severity Level 1: 30 minutes
• Severity Level 2: 60 minutes
• Severity Level 3: 8 hours
• Severity Level 4: 24 hours
Service Request resolution times
• Severity Level 1: Type 1, 2: 8 hours
• Severity Level 1: Type 3, 4: 12 hours
• Severity Level 2: 24 hours
Coverage
SR Type 1 – 5 and Regression Testing: 8 hours/5 days
Severity Level 1 SR and Critical Business Process Monitoring 24 hours/7 days
Extended support (additional) for SR Types 1-4 and Regression Testing:
• 16 hours/5 days
• 24 hours/7 days
Governancesingle point of contact
Translation support (additional)
• Spanish, Portuguese
Entitlement
• Monthly account and service reviews
• Weekly operational reportsper year
• Tailored options available to meet customer specific requirements
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Complete Support for PaaSFlexible Support to Leverage the Potential of your PaaS Applications
Platform Support inc Autonomous
Regression TestingExtensions and
Integrations
Enhanced Security
Managed PaaS Bundle or standalone
SLA-based services
Single point of contact
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Comprehensive Fixed Scope/Price Package(Standard Offering)*
SLAs
Alert and response time:SR1 maximum 2 hoursSR2 maximum 4 hours
Database availability 99.5% or 99.95%
(see service description for details)
10% service level credit for SLA violation
Coverage
Database deployment single instance or RAC
Oracle Technology Cloud or Oracle Cloud at Customer
Service desk hours 24 hours x 7 days
Assigned Service Delivery Manager
100 USD per OCPU pricing
Entitlement
Weekly security patching, Transparent Data
Encryption Management
Weekly full backup (daily incremental if required)
Quarterly Service Plan Update
Annual account and service review
Annual availability plan
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* Check Service Description for Details
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Security Service Delivery Manager Coordinating in Every Engagement
Managed Security Services Portfolio
Managed Compliance Services
Managed Identity Services
Prevention of intruders, without delaying business operations in Oracle Cloud and on premises• Identity Cloud Service • Identity Provisioning • Single Sign-On • Identity Federation • Strong Authentication • Identity Analytics
Managed Data Security Services
Enabling compliance with industry standards and legislative regulations in Oracle Cloud • PCI DSS Security• HIPAA Security Services• GxP Compliance Services for Fusion SaaS
Data security through comprehensive security management in Oracle Cloud and on premises
Vulnerability and Threat Prevention Services:• Managed Security Operations Center (CASB)• Vulnerability Assessment• Web Application Vulnerability• Web Application Firewall • Penetration Testing• File Integrity Monitoring
Database Security Services:• Database Security Risk Assessment• Database Encryption• Database Vault• Database Audit• Data Masking
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• Strategy – Understands your business objectives and IT landscape. Provides guidance for Oracle technology roadmap planning.
• Governance – Provides extensive knowledge and experience of Oracle implementations based on Oracle best practices.
• People – Ensures processes are optimized, including training, support, and change management.
• Process – Process optimization that aligns technology requirements with business goals.
• Technology – Provides Oracle technology knowledge to help ensure a success. Leverages Oracle development and support expertise if needed.
Provides Guidance in the Following Areas:
Oracle Best Practices Provided by the TAM
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VALUE▪Implementation governance aligned to industry
standard methodologies and Oracle proven best practices.
▪Proactively identify issues and reduce risks
▪Improve issue resolution time
▪Improve adoption of Oracle Technology
Why a Technical Account Manager (TAM)?
PROACTIVE ON-SITE IMPLEMENTATION
GUIDANCE
• Partnership in delivery of desired business outcome
• Provides extensive knowledge and experience of Oracle
implementations based on Oracle best practices
• Solutions to business problems
• Expedited issue resolution and risk avoidance
BEST PRACTICE ASSESSMENT AND
EXECUTION
• Assessment of project alignment with Oracle’s best
practices
• Best practices knowledge transfer
• Recommendations tracked to completion
The Technical Account Manager works with the customers' teams providing best practice advice and guidance regarding the implementation, deployment support, and operation of Oracle applications, technology and hardware infrastructure. This enables customers to make fully informed decisions to help them maximize the business value of their Oracle investment and achieve the desired business outcomes while minimizing risk.
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Key BenefitsTechnical Account Manager
▪ Strategic Support relationships focused on collaborative, long term partnerships
▪ Tailored mission-critical support for customers with complex IT requirements
▪ Proactively identify issues andreduce risk
▪ Faster issue resolution time
▪ Accelerate adoption of Oracle Applications
▪ Optimize performance of Oracle Applications
▪ Maximize availability of your environment
Key Benefits
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Illustrative Service Wrap
HCM Financials Proc’ment Projects SCM EPM JCS
DBCS
OACS
DBCS
Custom Code
Service Delivery Management and Reporting
DR DR DR DR DR
DR Shows where ACS have added a DR Service
DR DR
Functional Help Desk
Integrations
Technical Administration
Custom Code/Integration Maintenance
Testing Services
DR
TAM
Resource allocation on/off site, dedicated/shared varies by agency and by workload
Service Additions organically fit into the Service Framework to deliver a seamless service
JCS
DBCS
DR
AU/GBU
AU LMS
Oracle ACS Value Proposition Summary
Global Service Remote Delivery
High AffinitySupport
Promote CloudAdoption
Flexible and Targets BasedSPoC
Designed to Optimize Life in the Cloud
8x 5 -> 24 x 7Coverage Models
SLO Based Response and Resolution
Integration with Your business roadmapEnable greater end
user Cloud Application adoption and ROI
Increased end user productivity with less time spent in support
cyclesBroad experience and process maturity for
Oracle SaaSApplications
Reduce support costs and risk of knowledge
attrition
SPoC and Unified Governance across
Oracle SRsClose integration
with Oracle Support and
Development
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Q&A
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To Find Out More:Email: [email protected] Oracle ACS Planning/Advice Sessions today/tomorrow
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Northumberland County Council, UK
Customer’s Business Goals• Increase flexibility and reduce total cost of ownership (TCO) of
IT infrastructure• Ensuring compliance with the requirements of the United Kingdom
government’s Public Service Network (PSN)• Meet agile internal and external workforce needs
ACS Solution • Oracle Managed Applications Unlimited on Oracle Cloud Infrastructure:
− Full transition of Oracle E-Business Suite, including all customizations from an outsourced data center onto Oracle Cloud Infrastructure
− Full managed service—functional and technical support
Results • Anticipated 20% savings in infrastructure TCO over 5 years and increased flexibility• Estimated cost savings of more than US$340,000 annually• Rapid ‘Lift and Shift’ transition to Oracle Cloud Infrastructure in just 2.5 months
CUSTOMER PERSPECTIVEOracle helped transform our Oracle E-Business Suite applications to the Oracle Cloud Platform in record time. Our Applications Unlimited is now managed by Oracle experts who know Oracle best, creating significant performance improvements and cost savings.
- Neil Arnold, Chief Information Officer, Northumberland County Council
Oracle Reference 36
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National Retail Properties, Inc., USASuccessful Transition of EBS on OCI in 12 Weeks
Customer’s Challenges• IT team is responsible for providing world-class applications that
support key business functions done efficiently and cost-effectively • Minimal full time IT associates, so requiring a trusted, reliable ERP
hosting team• Preference to shift existing IT staff to focus on business initiatives
ACS Solution • EBS migration from ACS Datacenter to OCI including:
- Provisioning and project management- Two testing phases- Log SRs and track all issues till successful resolution- Cutover and Go-live support
Expected Results • End user perspective: EBS on OCI performs as well as or better than before, • Stable and well performd month-end and year-end closings completed• New features: Self Service Refresh, ACE tool, technical and functional monitoring
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CUSTOMER PERSPECTIVETop notch ACS associates at all levels, including Management, PM, DBAs. Very experienced and knowledgeable, quickly resolved issues, good communication. Trusted partner to team up with for EBS hosting- Jason LaPierre, Enterprise Systems Manager
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Atlas Roofing, USACustomer’s Business Goals• ‘One-stop shop’ : Full stack support for the PeopleSoft environment • Improve availability, performance, and response time for both
application and infrastructure issues
ACS Solution • ‘Lift and Shift’ service: Transition of PeopleSoft-Financials and HCM,
from on premises to Oracle Cloud Infrastructure in less than 6 months• After go-live: Ongoing run and maintain, monitoring, and optimizing services• 24/7 Help desk service, backup, and recovery services
Results • Lower TCO with elastic capacity, pay only for the compute and storage needed• ‘Lift and Shift’: Full benefits of cloud without moving to SaaS• Stronger focus on core business activities, innovation, and growth• Higher system runtime and availability with less internal resources
Oracle Video Reference
CUSTOMER PERSPECTIVEWe see about a 10% reduction in cost year over year and we hope to save more in future years. And we also see the runtime and availability of a system to be very high so our business interruption has been virtually zero
- Kevin Moore, IT Director, Atlas Roofing
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Healthcare, USA
Increased Agility Operational Efficiency• Optimized management of the company’s business flows
through managed services for OCI• Elastic environments to align with business timelines
ACS Solution • Managed Cloud Applications Unlimited services: OBIEE, Markview, Vertex,
Hyperion, SOA• Managed Cloud Functional Service Desk
Achived Results • Increased agility and flexibility aligning with business timelines• Rapid provisioning• Optimized cost model with shift to OpEx and a predictable cost• Faster time to production with shortened upgrade cycles• Get more done with less people and resources
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ITV, UKCustomer’s Business Goal• Short term: improve security and performance by re-platforming
and upgrading Oracle E-Business Suite, Oracle Business Intelligence and Hyperion
• Long term: moving to a cloud based finance platform in 2-3 years
ACS Solution • Design and installation of Oracle Private Cloud Appliance (PCA)• Applications migration to the PCA platform• Databases upgrades, migrations and encryption enablement• Post migration design review for future performance enhancements
Results • Improved application performance by reducing time to run payroll, and
financial reporting• Enhanced security through GDPR compliance requirements assistance
Oracle Reference Story
CUSTOMER PERSPECTIVEWe chose to use Oracle Advanced Customer Services due to their in-depth knowledge of Oracle products and willingness to tackle technical issues – making old solutions work on new technology. Not only was the project completed within a challenging timeline – it was considered a success internally and with minimal business impact
— Anthony Chin, Head of Technology –Corporate Systems, ITV
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Telco, EMEARe-platforming Exalogic Workloads to Private Cloud Appliance
Customer’s Business Goal• Building new back office based on Oracle Technology• Improve agility of existing Oracle Fusion Middleware (FMW)
platform by replacing 6-year old Exalogic with Private Cloud Appliance (PCA)• Increased database workloads requiring replacement of 2 Exadata X3
ACS Solution • End to end project to install a new PCA for production FMW workloads and install
two new Exadata X6 and X7 for production and preproduction • Provision PCA using 50 Oracle OVM templates for FMW• Transition of all databases on Exadata (23 production DBs, 40 preproduction DBs) • Customer has been relying on ACS expertise for 12 years and always seeks ACS
guidance and support to ensure success of critical Oracle projects
Results • ACS enabling a smooth transition to new technology• Improved flexibility through virtualization and resource management• Rapid deployment of application provisioning• Improved performance through a technology refresh• A future-ready FMW platform based on PCA replacing aging Exalogic