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The Services Story

The Services Story. Allan Marker , Vice President , Eastern Central Europe Middle East & Africa Customer Support Services. Oracle Customer Services. Enabling the success of your Oracle software and system investments through a LIFECYCLE OF SERVICES covering the complete Oracle stack.

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The Services Story

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  1. The Services Story Allan Marker, Vice President, Eastern Central Europe Middle East & Africa Customer Support Services

  2. Oracle Customer Services Enabling thesuccess of yourOracle softwareand systeminvestments through a LIFECYCLE OF SERVICES covering the completeOracle stack

  3. Customer Services Vision ORACLE SERVICES Customer Satisfactionand Software Currency

  4. No One Is More Capable to Help You MaximizeYour Oracle Investments Than Oracle INNOVATION AND INVESTMENT SCALE • 26.8B FY’10 • #1 in 50 product or industry categories • 370,000 customersin 145 countries • 20,000 partners • 104,500 employees • $4.3 billion on R&D(planned for FY’11) • 29,000 developersand engineers • 15,500 support personnel, speaking29 languages • 20,000 consulting experts • 1 million studentstrained annually • Focused exclusivelyon Oracle technologies

  5. Oracle Customer Services and Your Success FOCUS EXPERIENCE LEADERSHIP PEOPLE We focus exclusively on Oracle softwareand hardware technologies We havehelped thousandsof customers optimize their Oracle Investment Investing in a unified support experience through the entire stack Our service personnelaverage tenureis over six years No one else can service and support the entire stack No one can match our skilled people No one knows Oracle better than Oracle Let us use this experience to help you

  6. Oracle Lifecycle Services Transforming your BusinessUsing Oracle Solutions Complete Support for OracleSoftware, Hardware and Solutions Personalized, Proactive Services for allOracle Applications and Technologies Superior Oracle Product Knowledge The Power of Oracle in the Cloud

  7. What enables success in IT Systems Sharing Experience

  8. What Enables Success in IT ? • Oracle Services have been working for many years with many customers • Together with our customers we have a community of knowledge • We have been noting the factors that lead to IT success

  9. Key Success Factors in IT Not just Technology A study by Oracle found that initiatives which did not create a return of investment suffered issues across 5 key areas: Strategy Technology 21% 19% 17% 21% Process Governance 22% User Adoption/ People

  10. STRATEGY GOVERNANCE PEOPLE PROCESS TECHNOLOGY Oracle Good Practices - based upon the most successful customer engagements • Vision • Goals & Objectives • Organizational Alignment • Value & Metrics • Customer Experience • Project Management • Relationship Management • Business Assurance • Structure • Principles • Executive Sponsorship • Support & User Feedback • User Value • Management Support • Training • Communication • Business Alignment • Measurement • Continuous Improvement • Data Quality • Documentation • Service Management • Data & System Integration • Testing • Performance & Scalability • Operations • IT Roadmap • Development • Infrastructure • Security • Functionality & Usability

  11. The knowledge base • Customers can self assess against the good practices • We have built up a knowledge base of over 500 assessments • Lets see what it shows

  12. Good News • Good News • Most organisations assess as 3 or better in all categories • Which are the most common areas to watch out for ? • Lets look at those where >20% assess as<3

  13. Overview of 500+ customers What are the Most common issues ?

  14. Strategy: Key Focus Areas Strategy represents the customers goals and objectives and plans for achieving these objectives as they relate to their Oracle systems. The data indicates that customers consistently set goals and objectives however a significant volume of customers fail to either measure progress or don’t have a system capable of measuring attainment to the objectives. Source: Oracle Customer Success Index, March 2011, sample size 562

  15. Governance: Key Focus Areas Governance is the decision making and accountability framework for the Oracle systems. Key areas for improvement are the governance structure and the involvement of the Business in this leadership forum. Also the relationship with Oracle within the customer senior management group should be improved. Source: Oracle Customer Success Index, March 2011, sample size 562

  16. People: Key Focus Areas Achieve Business value and IT objectives by maximizing user adoption through leadership, training and effective communication Data indicates a significant underinvestment in training both for IT and Business staff. This skills deficit often results in over customized solutions and an inability to support and maintain these systems. There is also an issue with communication to employees. “Companies that regularly outperform their competitors have a comprehensive communication plan to their employees” (Balanced Scorecard Collaborative Survey) Source: Oracle Customer Success Index, March 2011, sample size 562

  17. Process: Key Focus Areas Well defined, documented, and executed processes together with strong business alignment facilitate attainment towards desired goals. There is a lack of capability for measuring any process improvement which impacts the ability to run a continuous improvement plan. Lack of comprehensive Service Management is negatively impacted by a lack of skills and resources and poor focus of methodologies such as ITIL. Source: Oracle Customer Success Index, March 2011, sample size 562

  18. Technology: Key Focus Areas Key to underpinning a strategic vision is the successful development, deployment, and operating of technology. System currency issues and over-customized solutions are characterized by the results. There continues to be an underinvestment in pre-production testing and use of testing tools. Customers are not taking advantage of all the proactive features of MyOracle Support, such as the forums and knowledge base. To improve issue avoidance, improve skills and reduce upgrade costs Oracle Configuration Manager must be more extensively utilized. Oracle Enterprise Manager can improve the infrastructure monitoring. Source: Oracle Customer Success Index, March 2011, sample size 562

  19. Summary - Areas to watch for Source: Oracle Customer Success Index, March 2011, sample size 562

  20. http://www.oracle.com/us/products/035498.htm

  21. Oracle Lifecycle Services Transforming your BusinessUsing Oracle Solutions Complete Support for OracleSoftware, Hardware and Solutions Personalized, Proactive Services for allOracle Applications and Technologies Superior Oracle Product Knowledge The Power of Oracle in the Cloud

  22. Questions?

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