JD Edwards Support & Tools

1. JD Edwards Support & Tools Gillian Boshell Product Service Advisor, Oracle Australia

2. Learning Objectives • As a result of this presentation, you will be able to: • Be aware of integration steps and support announcements • Understand support fundamentals that may of changed • Consider the advantages of a maintenance strategy • Understand the benefits of Support Assistant and Change Assistant

3. Presentation Agenda • Oracle Integration • Product Support Announcements • Customer Connection • Customer Care • Global Support Centre • Product Maintenance • Support Tools

4. Oracle Integration Current: • Use PeopleSoft Support system • Same support people and infrastructure In progress: • Gradual integration of support organisations • Adopt best practices and capabilities • Minimal disruption during integration http://www.oracle.com/peoplesoft/psft_support.html

5. Product Support Announcements • Long-Term Commitment to JD Edwards Products • Product Development Roadmap: EnterpriseOne 8.12 in 2006 World ongoing enhancements every 12 to 15 months • Policies remain unchanged: New Release Roadmaps Existing certification for hardware, databases and operating systems

6. Product Support Announcements • Lifetime Support Policy for JD Edwards EnterpriseOne and World - from five years to forever • Xe and ERP 8.0 support extended to Dec 2013 Includes: Patches and fixes Upgrade scripts Tax and regulatory updates http://www.oracle.com/peoplesoft/psft_jde_commitment.html

7. Product Support Announcements

8. Customer Contacts • Account Executive • Client Services Manager • Customer Care • Global Support Centre

9. Customer Connection • Self Service • Advisor Webcast • User Groups • Online Support • Customer Care Directory • GSC Directory

10. Customer Connection

11. Customer Connection

12. Customer Care • Extensive company knowledge • Non-technical support • Customer Connection education • Product Orders • Consulting inquiries • Upgrade services • Education • Locate Information Global Support Centre

13. GSC - Global Support Centre • Support Policy • Support Best Practice • Process Overview • Online Support • Escalation

14. GSC – Support Policy • Understand your Support Policy • Supported Platforms • Retirement Roadmap • Upgrade Paths http://www.peoplesoft.com/corp/en/support/policy/index.jsp http://www.oracle.com/corporate/pressroom/applications_strategy_brief.html

15. GSC - Support Best Practice • Internal help desk • Maintain demo environment • Stay current on maintenance • Troubleshooting Strategy • Gather all information before logging case • Correct Priority (P1/P2/P3) • Provide Business Impact

16. GSC – Case Priorities

17. GSC – Business Impact Statement • Impact on your business processes • Frequency of this issue • Additional resources without fix • Number of impacted users • Workaround available? • Date fix required and why • Allows us to • Understand the significance of issue • Prioritize Case and Incident load

18. GSC - Process Overview

19. GSC - Components • Case • Owned by GSC • Priority determined by GSC/Customer • Incident • Owned by Development • Priority + Business Impact used to prioritise workload • GSC handles communication to Customer • Escalation • We all have part to play

20. GSC – Online Support • Create New Case • Online • via Phone • Review Case • Search for Solutions • Software Protection Codes (SPC)

21. GSC - Escalations • Escalate When: • Issue not resolved in required time frame • Decision made not to fix an incident • Disagreements with case priority • How to Escalate: • Contacting Case Analyst / GSC Manager • Provide details explaining why issue needs to be escalated • Phased Decision Making process • Other escalations can be referred to Account Executive

22. Product Maintenance • Selective Approach • Apply only some ESUs/Service Packs Advantage: almost up to date patched Disadvantage: unique software release, difficult to support • Proactive Approach (recommended) • Systematically apply ALL fixes Advantage: similar release to GSC and Development Required: Trained resources

23. Product Maintenance – Short Term • Guard Business From Down Time • Resolve issues proactively • Easier to isolate fix • Easier for GSC to replicate • Ability to apply urgent fixes • Stay current on regulatory changes

24. Product Maintenance – Long Term • Plan for product retirement • Use new tools and features to your advantage • Higher Quality Results • Lower Cost of Ownership Global Support Centre

25. Product Maintenance

26. Support Tools

27. Change Assistant • Advanced query functionality • Review SAR information • ESU Dependencies • Maintains a history ESUs applied • 75% reduction maintenance effort • 48% reduction in manual steps

28. Change Assistant

29. Support Assistant • Automated profiles for common issues • Gathers and documents configuration/data • Add notes/attachments • Single package with all detail • Reduces time to diagnose problem

30. Support Assistant

31. Useful References • Electronic Product Delivery (EPD) http://edelivery.oracle.com/ • License Codes http://licensecodes.oracle.com./ • Support Assistant http://www.peoplesoft.com/corp/en/support/online_support/support_assistant/eoquickrefguide.jsp • Change Assistant http://maintenance.peoplesoft.com/softwaredownloads/home/content/documents/ChangeAssistant.html

32. Q & A email: gillian.boshell@oracle.com

33. Thank You!