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Systems Support Best Practices

Systems Support Best Practices. Ray Cappola Sr Director Storage Services. Dave Zahalan Sr Director SPARC Services. 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.

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Systems Support Best Practices

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  1. Systems Support Best Practices Ray Cappola Sr Director Storage Services Dave Zahalan Sr Director SPARC Services

  2. 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.

  3. Program Agenda • Introduction • Key Resources for Systems Customers • Best Practices – Improve Uptime • Best Practices – Optimize Resolution • Additional Tips and Resources • Q&A

  4. Oracle Services Enabling the success of your Oracle hardware and software investments • Oracle Experts Helping You Succeed withYour Oracle Investments Complete Support for Oracle Hardware, Software, and Engineered Systems Mission Critical Support Services for All Oracle Applications and Technologies Your Complete Training Source for Oracle Hardware and Software Extend Your Oracle Investments to the Cloud with Value, Choice, and Confidence

  5. Oracle Premier Support Comprehensive Coverage Tools and Resources Service and Support Product Innovation Quickly diagnose and resolve issues • Expert technical support • Rapid-response field service • Lifetime Support Get the most of your Oracle products with proactive services • Oracle knowledgebase • Product health checks • My Oracle Support Community Keep pace with change and capitalize on new opportunities • Updates • New releases • Tools to assist with patching and upgrades

  6. Get Proactive Portfolio—an integral component of your Premier Support Contract Helping you get the most value fromOracle Premier Support

  7. Patching performed by Oracle engineers 24/7 proactive remote fault monitoring Higher support levels for Oracle stack Faster response times Available now for certified configurations on Oracle Exadata Database Machine, Oracle Exalogic ElasticCloud and Oracle SuperCluster Performance-Oriented Support for Oracle Engineered Systems ORACLE PLATINUM SERVICES • Proactive approach to maximizing system health and availability • Critical issue prevention and faster resolution • Reduced operational cost and IT staff workload No Additional Cost

  8. An Advanced Level of Support Oracle BusinessCritical ServiceFor Hardware and OS For Oracle Systems & Engineered Systems Oracle PlatinumServicesFor Engineered Systems (Pre-requisite: Oracle Premier Support) For Oracle Systems & Engineered Systems 24x7 Fault Monitoring Patch Deployment4 times per year Time to Replace SLAs Rapid Response to Service Requests On-Request Onsite Response (Systems Only) Proactive Configuration& Performance Assessments Oracle PremierSupportFor Hardware and OS (Pre-requisite:Oracle Premier Support) For Platinum Configurationsof Oracle Engineered Systems 24x7 Fault Monitoring Patch Deployment4 times per year Accelerated Response & Restore No Additional Costunder Oracle Premier Support 24x7 Technical Support Service Request Resolution Two-hour Onsite Hardware Service Firmware, OS and Security Updates My Oracle Support: Access to Knowledge Base Remote Diagnostics and Online Service Collaboration Tools WarrantyOn Hardware Remote Support5X8 (2hr response) On-site ResponseNext Bus Day (8hr.)

  9. Oracle SupportBest Practices and Recommendations Key Resources

  10. Stay Informed • Oracle Systems Support Newsletter [ID 1363390.1] • Product updates and notifications • Oracle updates and solutions • Critical Patch Updates, Security Alerts Bulletin • Online product documentation • Hardware Handbook • Tools and available training • Product Information Centers • Established for all Systems Products • Disk Storage Customer Information Center [ID 1542826.2] • SPARC Servers Information Center [ID 1584057.2]

  11. Communities My Oracle Support Community Customer & Partners Oracle Mix Oracle Technology Network (OTN) / OSpace OracleBlogs Oracle Wiki Connect People My Oracle Support Communities • Live advisor Webcasts, actively moderated by Oracle TSC Service Product Experts • Exchange knowledge and best practices proactively with your peers and experts in Oracle product support • Expand your knowledge with Webcasts, events, tips and tricks, white papers, news and Announcements • Take advantage of a personalized, experience across Oracle's full stack of software and hardware products based on your interests and contribution. • Oracle’s own Support engineers moderate and contribute to the communities. • Access MOS communities at: http://communities.oracle.com • ‘Oracle Sun Technologies’ User Groups

  12. Oracle SupportBest Practices and Recommendations toImprove Uptime

  13. Oracle Sun System Analysis (OSSA)  • Oracle Sun System Analysis reports identify many known issues and risks associated with systems based on Serviceability, Mission Critical items and an Operational Risk Index (ORI) • Benefits: • Improve time to repair and the probability of first call resolution • Avoid service-related calls altogether and improve staff productivity • Identify known issues based on the system's unique configuration, product, and version • Manage and mitigate risk systematically based on your business needs • Identify and prioritize resource focus on system management and maintenance

  14. Oracle Sun System Analysis (OSSA) How it works

  15. Oracle Sun Systems Analysis Reports

  16. Oracle SupportBest Practices and Recommendations toOptimize Resolution

  17. Service Request Time to Diagnose 60% of all Service Requests are diagnosed within 5 hours

  18. Causes of delays in solving SRs What we see the most: • Routing issues • Data collection delays • Lack of console admin or serial connection to servers • Systems not up-to-date in terms of firmware and OS patches • Limited access sites • Remote connection not allowed

  19. Oracle Auto Service Request (ASR)

  20. Oracle Auto Service Request Faster Problem resolution, Simplified Support Operations

  21. How does ASR work? Replacementpart dispatched Part replaced ORACLEHARDWARE ORACLE FIELDENGINEER/CUSTOMER FIELD/CUSTOMERREPLACEABLE UNIT ORACLE SUPPORTENGINEER Service Request notification SNMP trap Service Request notification email Service Request handling prioritized and routed toSupport Engineer CUSTOMER’SMONITORING TOOL Product sends faultevent to ASR Manageror OpsCenter ASRINFRASTRUCTURE MY ORACLESUPPORT ASR MANAGERor OpsCenter Customer Datacenter Oracle Support Services

  22. Enterprise Manager Ops Center and ASR • Easily implement ASR for assets managed by Ops Center: • Enable ASR for all assets managed by Ops Center with one click • Fault event telemetry sources automatically configured • Ops Center assigns ASR Contacts and completesMy Oracle Support activation • http://www.oracle.com/technetwork/oem/ops-centerOracle Enterprise Manager Ops Center 12c provides a comprehensive solution for operating system, firmware and BIOS configuration, bare metal and virtual machine provisioning, hardware fault analysis, automatic My Oracle Support service request generation, performance management, all while leveraging integrated diagnostics with automatic server pool resource policies.

  23. ASR Fault Coverage

  24. Managing ASR in My Oracle Support

  25. Ready to Connect? • http://oracle.com/asr • Review the documentation • User Guide • Quick Start Guides • White Paper • Products qualified for ASR • Download the ASR Manager, or • Enterprise Manager Ops Center • Join other ASR customers in the ASR My Oracle Support Community

  26. My Oracle SupportService Request Best Practices

  27. Customer Experience – Create SR Initiate Service Request in My Oracle Support Select Problem Category Upload Log Files Events/Logs Automatically Analyzed Dispatch Part/Svc Assign Engineer Update SR

  28. Customer Experience – Create SR Initiate Service Request in My Oracle Support Select Problem Category Upload Log Files Events/Logs Automatically Analyzed Dispatch Part/Svc Assign Engineer Update SR

  29. Customer Experience – Create SR Initiate Service Request in My Oracle Support Select Problem Category Upload Log Files Events/Logs Automatically Analyzed Dispatch Part/Svc Assign Engineer Update SR

  30. Customer Experience – Create SR Initiate Service Request in My Oracle Support Select Problem Category Upload Log Files Events/Logs Automatically Analyzed Dispatch Part/Svc Assign Engineer Update SR

  31. Summarize impact to SR from first few steps • We utilize Product, Problem Category, Sub-Category, Severity, Language selections to determine the most effective route. • Uploading the requested diagnostic file enables Oracle to start diagnostics at assignment • Use My Oracle Support to guide you through the process • How to create a Technical Software Service Request (SR) (Doc ID 1321379.1)

  32. Rapid Service Request Fan Power Battery CPU ASR* Event Parts Service My Oracle Support Memory Detect Analyze Dispatch Preemptive and reactive events create Service Requests Customer opens Service Request in My Oracle Support Oracle’s leading edge rapid service request stack automatically identifies the solution, applies business logic, and automatically chooses the next action and performs it Dispatches field engineer based on service contract or ships the customer a new part Rapid service request supports legacy, current, and future Oracle hardware products * Auto Service Request

  33. My Oracle Support Service Request Automation Faster Problem resolution, Simplified Support Operations

  34. Automated Diagnostics • My Oracle Support receives log files (update SR) • Events/logs analyzed • SR Updated with Diagnostic Output Initiate Service Request in My Oracle Support Select Problem Category Upload Log Files Events/Logs Automatically Analyzed Dispatch Part/Svc Assign Engineer Update SR

  35. Proactive Integration • My Oracle Support receives log files (update SR) • Events/logs analyzed • SR Updated with Diagnostic Output Initiate Service Request in My Oracle Support Select Problem Category Upload Log Files Events/Logs Automatically Analyzed Dispatch Part/Svc Assign Engineer Update SR

  36. Automated Dispatch Initiate Service Request in My Oracle Support Select Problem Category Upload Log Files Events/Logs Automatically Analyzed • Customer receives notification • Automation engages the dispatch process • Assign SR to Engineer with fault information Dispatch Part/Svc Assign Engineer Update SR

  37. Secure Collaboration at YOUR Control for Problem Resolution BENEFITS Easy-to-access, easy-to-use tool solves complex problems. No installation or configuration necessary—application is loaded only when required and runs on any operating system with Java Runtime Environment installed (version 1.4.2 or higher required) Complete control over participant- and session-access. Colleagues and Oracle engineers participate in the conference as needed to quickly resolve problems while maintaining security protocols. Connect Support Oracle Shared Shell

  38. How Do I Keep Updated On My SR? • Sign into My Oracle Support • Update your settings → Hot Topics Email → Service Requests to receive SR updates • Use Mobile My Oracle Support to view progress • View the SR online for status, to update the SR, link to the Field Task to view field update

  39. Additional Tipsand Resources

  40. While You’re at Oracle OpenWorld… • Support Stars BarMoscone West, Level 2 • Oracle experts • Live demos • Mini-briefings • Videos • Support Breakout Sessions • Oracle Database • Oracle E-Business Suite • SQL Tuning • Oracle Exadata • Siebel CRM • PeopleSoft • JD Edwards • Oracle Business Analytics • Oracle Fusion Middleware • Oracle Solaris • Oracle RAC Cluster • Oracle Communications Solutions • Sun Server and Storage Systems

  41. Recap Recommendations • Stay Informed – Systems Support Newsletter • Connect Your People, Systems, and Support • Oracle Sun Systems Analysis reports can help improve uptime. • Activate Auto Service Request • Leverage My Oracle Support Resources and Information Centers

  42. Q&A and Important Support Resources • Discover more about Get Proactive: • http://www.oracle.com/goto/proactivesupport • MOS Community:https://communities.oracle.com/portal/server.pt/community/oracle_sun_technologies/388 • Systems Support Newsletter :https://support.oracle.com/rs?type=doc&id=1363390.1 • ASR homepage:http://oracle.com/asr

  43. Thank you!

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