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Working Effectively with Primavera Support

Working Effectively with Primavera Support. Helen Mattacola Situation Manager, Oracle Primavera Support.

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Working Effectively with Primavera Support

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  1. Working Effectively with Primavera Support Helen Mattacola Situation Manager, Oracle Primavera Support

  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. Agenda • Support Priorities • New Support Resources • MyOracleSupport (MOS) • Best Practices for Reactive Issues • Summary • Q&A

  4. Oracle Support Priorities • Minimize system disruption through • Problem Avoidance • Resolving configuration and data issues that would cause processes to fail • Self Service Resolution • Resolving problems without the need to contact Oracle Support • Reduction in Resolution Time • Minimizing the time spent to resolve an issue

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

  6. Perceived Value of Proactive Services IDG Research Services "The Future of IT Services and Support.” Base: 308 Total; 100 U.S..; 100 EMEA; 100 APAC Jan. 2010. Nine out of ten (93%) respondents worldwide agree it is important for IT providers to invest in product and service Innovation.

  7. <Insert Picture Here> New Support Resources

  8. Product Information Centers • One stop shop for release specific information • Upgrade Tools and Tips • Critical Patch Updates • Announcements • Available for: • Primavera P6 Enterprise Project Portfolio Management v7 • Primavera P6 Enterprise Project Portfolio Management R8 • Primavera Contract Management v13 • Primavera Portfolio Management v8 • Primavera Risk Analysis 8.7

  9. P6 v7.0 PIC

  10. Oracle Configuration Manager (OCM) • Support capability that automates configuration information exchange between Oracle and our customers enabling faster resolution and proactive detection of issues that our customers might encounter. • Ability to define configurations and organize projects • View of System details and changes • Create, track and status Service Requests • Advanced Knowledge Management capabilities • Proactive problem avoidance with Healthchecks

  11. Base Content Slide • First Level Bullet • Second level bullet • Third level bullet • Fourth level bullet • Fifth level bullet

  12. Healthchecks • Health Checks are a feature within MOS that are driven off of configuration data collected by the Oracle Configuration Manager • Point in time checks tests that identify critical risks to a customer’s IT environment that have causedormay causea security breach or service outage • Provide advice on corrective actions

  13. Available Healthchecks – March 2011

  14. Advisor Webcasts • Hour long presentations given by subject matter experts on Oracle Primavera products, technologies and services • Schedule and registration available through MOS • Doc id 740966.1 • Sessions recorded and archived after initial live session • Doc ID 740964.1 • Upcoming Webcasts • April 20: Methodologies vs. Template Projects • April 26: Introduction to P6 Web Services

  15. Archived Advisor Webcasts

  16. Additional Resources • Primavera Support Newsletter • Just launched in January 2011 • Available in MOS Doc ID 1280192.1 • To subscribe, email PRIMNEWS_us@oracle.com • EPPM Quarterly Newsletter • Valuable information on Primavera products, events, etc. • How to subscribe: Doc ID 1174934.1 • Fifth level bullet

  17. Primavera MOS Community

  18. My Oracle Support Tips

  19. Access to My Oracle Support (MOS) • Login at https://support.oracle.com • Valid Support Identifier needed • New Users need to register • Then, request to add Support Identifier to profile; Customer User Administrator (CUA) will approve • CUA - Helpful KM documents • FAQ: Customer User Administrators - Guide for new CUAs (1098714.1) • What to do if you have no Customer User Administrator for your CSI on My Oracle Support (1235933.1) • How To Change User Privileges In My Oracle Support for Customer User Administrators (CUA) (1071873.1) • Questions or Problems with registering/logging in, call Global Support • US number = 1.800.223.1711

  20. My Oracle Support

  21. Using PowerViews

  22. Explore Knowledge Available See document id 603505.1 for additional information on Knowledge Home and Searching

  23. Sources Available to Search

  24. Recent Searches

  25. Service Requests

  26. Contact Preference

  27. Service Request Profile Initial SR Subsequent SRs

  28. Best Practices for Reactive Issues

  29. Support Service Request Process • Once SR is assigned, to reach Engineer directly: • Call 800.223.1711 • Press 1 for Existing Service Request • Enter the SR Number, then # • Press 1 to confirm SR Number

  30. When Working a Service Request • Documentation is essential • Milestones / Key Project Dates • Request phone calls where appropriate • Request Collaborative Support sessions when appropriate (OWC) • Test in standard environments • Monitor changes in SR Status and Severity • Communicate when a change in Severity becomes necessary • Escalate concerns via the Escalation Process

  31. Escalation Process Escalation = Talking with a Manager • Escalating an issue means bringing Oracle Support Management attention to your SR • Provides a 2-way dialogue with a Manager in Support • Escalation is not required to adjust the severity of an SR • To change the Severity up or down, simply update the SR, ask the assigned Engineer, or call the Oracle Support line to request a change • Asking to adjust the Severity of your SR is NOT considered an escalation • Severity increases may be discussed during an escalation dialogue with a Manager

  32. Escalation Process Call US: 800 223 1711 Other Global Support Hot Lines: http://www.oracle.com/support/contact.html V.P. or Executive Senior Manager or Director Manager / Escalation Manager Support Representative Customer

  33. Summary • Check out the new Support Resources • PICs, Advisor Webcasts, OCM and Healthchecks • Sign-up for the Oracle Primavera Support Newsletter • Remember to use PowerViews, set your Contact Preference and save SR Profiles in MOS • Provide key information when logging an SR • Enjoy the rest of Collaborate 11!

  34. Q & A

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