Leveraging a Help Desk as part of a Hyperion Center of Excellence

Transcription

1 Powering I.T. Empowering Business. Leveraging a Help Desk as part of a Hyperion Center of Excellence Jonathan Berry President & CEO jberry@accelatis.com

2 Agenda 1. Accelatis Background 2. Center of Excellence 3. Challenges with Support Process 4. Enter the Help Desk 5. Detailed Support Process 6. Root Cause Analysis 2

3 Who are We? Jonathan Berry Founder / CEO Hyperion Solutions: HFM Development Team 1998 Oracle: Director of Engineering HFM / FDM 2008 Accelatis: Founded in 2008 Rob Poirier Director of Client Services 20 Years of Hyperion / EPM Experience Development and Support Team 80 Years of Combined Hyperion Experience 3

4 Our Focused Mission Provide you the needed insight & control into Oracle EPM / Hyperion to efficiently & consistently manage your system to deliver maximum user benefit. 4

5 Our Solution Support Streamline Process Manage All Moving Parts Enterprise Systems Monitor Across All Environments 1. Empower Business Users & IT 2. Broad Approach to APM Optimize Eliminate Bottlenecks Simulate User experience Resolve More Quickly 3. Deep Look into Underlying Systems 5

6 What is a Center of Excellence? Support Streamline Process Manage All Moving Parts Enterprise Systems Monitor Across All Environments Optimize Eliminate Bottlenecks Simulate User experience Resolve More Quickly 6

7 Challenges 1. No One Size Fits All solution 2. Needs change depending on stage of deployment 3. Support is often owned by Finance supported by teams that don t always fully understand it 4. Disjoint processes usually comprise overall Support Process 5. Support is often a global challenge crossing time zones and languages 6. Many disciplines required through lifecycle of a ticket 7. Few tools provide Hyperion-specific support 7

8 Problem resolution ownership (without collaborative toolset) Application Administrator Outsourced IT IT Who owns this? Users (to help reproduce) Product Support Management 8

9 What is a Help Desk? Centralized Support Ticket Management Gather User Info Issue History 9

10 Basic Help Desk Process 10

11 Support Process is something bigger Centralized Support Ticket Management Issue History Gather User Info Knowledge Base(s) Training Gather Infrastructure Info Gather Performance Data Root Cause Analysis Communicate with Oracle Support 11

12 Support Process Illustrated Self-Service Resolution Self-Service Training Users Notifications Gather User Info User Created System Created Ticket History Help Desk Gather Infrastructure Data Gather Performance Data Root Cause Analysis Oracle Support Local Knowledge Base Global Shared Knowledge Base Oracle Knowledge Base Multiple Disciplines Required 12

13 Leverage Proven Mechanisms Self-Help Diagnostics and Troubleshooting o Did this solve your problem? Issue Acknowlegement o Utility Companies: We are aware of an issue in your area 1. User knows Admins are aware 2. Admins know magnitude of problem without multiple tickets Shared Knowledge Base o 30 other companies found this helpful 13

14 Automation can only do so much Need reproducible methodologies for Root Cause Analysis 14

15 Recipe for Root Cause Analysis Ruled Out as Issues Possible Issues Data Population Software Bug Component Failure Config out of sync Resource bottleneck App Change Config Change Network 15

16 RCA Methodology Symptom Analysis Actions Cause Verify Rule Out Analyze and Rule Out Look for reported Errors Analyze Performance User Error/ Misrepresentation Config Change Systemic performance Intermittent performance Poor Config Config Change Database Data Change/Population App Change Server failing Feature failing Process failing User Problem Data Change Application Change Network Logs Alerts App Server Web Server Benchmarks Config Sync Network Failed Component Configs out of sync Resource Bottleneck Software Bug 16

17 Time Investment Training IT Tickets Application Tickets Total Time Major Version Introduction Minor Version Introduction 17

18 Available Tools Manual Mechanisms o Memory and Post-It Notes Generic Solutions Applied to Help Desk o , SharePoint, Evernote, Dropbox Purpose-Built Help Desk Tools (many others) o ZenDesk o FreshDesk o *SalesForce (More of a focus on CRM including Sales) Comprehensive Support Process Tools o *Accelatis (Built with knowledge of Hyperion) o Proxy Networks 18

19 Building Community Accelatis is engaging with Hyperion clients who want to be part of this knowledge-sharing community. Come speak to us if you are interested 19

20 Questions? Jonathan Berry President & CEO Ed DeLise VP Sales & Marketing, Principal