How To Get A Better Experience With My Orgosso Support

Transcription

1 Eastern States OAUG North Caroline HUG <Insert Picture Here> July 31, 2009 RDU International Airport My Oracle Support Unified Support Platform nearing completion are you ready? Joanne Nolan Regional Support Advocate

2 Safe Harbor Statement 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 decision. The development, release, and timing of any features or functionality described for Oracle s products remains at the sole discretion of Oracle. 2

3 Enterprise Deals Legislated & Regulated Industries Project-intensive Industries Insurance Industry Retail Industry Oracle s Strategy: Continue to Invest in Customer Choice APPLICATIONS (pending) (pending) Enterprise Deals Performance Management Identity Management Content Management TECHNOLOGY Comms Industry Middleware Management Banking Industry Utilities Industry Manufacturing Industries Database Systems Management 3

4 Oracle Customer Services Our Mission Customer Success Improve Business Value Drive better business results through better software utilization Accelerate new product and technology adoption Drive competitiveness through better productivity Improve ease of doing business with relationship focus and sound processes Enhance speed and agility Reduce Cost Drive down labor costs through better systems management and maintenance across the entire IT solution lifecycle + + Reduce IT asset cost through better utilization Eliminate complexity via horizontal and vertical integration Provide clear accountability and governance Minimize Risk Reduce IT project failure rate Eliminate business disruption and single points of failure Improve change management Enhance security Leverage industry and Oracle best practices to optimize results Offer extensive technical and end-user training 4

5 My Oracle Support - The Journey SupportWeb ebiz Unified Support Platform Customer Connection MetaLink esupport e-support Clarify Customer 1 ITS Siebel Call Centre Next Generation Support Platform Personalized & Proactive Services Embedded Configuration Management Extensive Knowledge Base & Communities Outcome: Customer Success 25% problems avoided 40% faster problem resolution 30% faster service request creation 97% of problems resolved quicker with targeted knowledge Other Legacy Support Platforms 5

6 Next Generation Support Platform Customer Communities Knowledge Management Guided Search My Oracle Support User Healthchecks Projects Service Request Reporting Configurations System View Support Engineer 6

7 Customer Migration Plan Phase 2 Classic MetaLink (to be retired) MetaLink Infrastructure (to be retired) My Oracle Support Legacy Systems Retire Cimmetry We are here as of Jan 1, 2009 Upgrade to My Oracle Support Final Customer Migration MetaLink 3 My Oracle Support Infrastructure My Oracle Support Timeline set Timeline to be confirmed 7

8 Next Generation Support Platform Support Experience Benefits Faster problem resolution Simplified support experience Avoid known problems Improve system stability Real-time collaboration Connect with Oracle experts 8

9 My Oracle Support Graphical View of System Health and Critical Patches Based on Your Environment Page and Regions Refreshed Dynamically Real- Time Personalized View Of Your Service Requests Based On What You Need To Do Today Graphical View of Inventory and Usage Systems Are Prioritized Based On Which System Configurations Have Critical Issues Needing Attention Quick Access to Tips and Tricks. Many Customizable Drop In Regions Targeted Knowledge Based On Your Specific System Configurations Latest Breaking News Manage Your Projects At A Glance 9

10 Planned Enhancements If you are coming from MetaLink 3 (Siebel, Hyperion, PeopleSoft, JD Edwards) Next generation user interface Extended content subscription Hot Topics Knowledge filtering and browsing improvements Search result refinements Configuration driven product alerts Configuration inventory reports Disconnected mode configuration upload Multi-language user interface Targeted knowledge during service request creation 10

11 Planned Changes & Enhancements If you are coming from Classic MetaLink or current My Oracle Support Login and Registration change to Oracle SSO Product Certification redesign Healthcheck and Patch Advice enhancements Sub-Accounts retire Classic MetaLink retires SR history and numbering change SR header and status change with new back end Download covers patching for all product families 11

12 Oracle Community at large Power in Numbers 10+ Million strong and growing Oracle Community Expansive Membership Moderated by Oracle Support More Channels = More Knowledge Communities My Oracle Support Community Oracle User Groups Oracle Technology Network (OTN) / OSpace Customer & Partners OraclePartner Network Customer and Partner Driven Participate in the Community Evolution Oracle Wiki Oracle Blogs Oracle Mix Oracle Customers and Partners are encouraged to be members of multiple Oracle Communities 12

13 My Oracle Support Community Continue to Expand Product Coverage Oracle Database Oracle Middleware Oracle Apps Oracle E-Business Suite 2009 February March April May - September 13

14 Getting Prepared Test your Flash readiness Adobe Flash checker page Download latest Flash version if needed Look for and read upcoming announcements s MetaLink 3 News and Notes Classic MetaLink Headlines Participate in My Oracle Support training 14

15 Training Classic MetaLink or current My Oracle Support users Live training for Classic MetaLink users is available today. See Note ID for schedule. Recorded training is available on My Oracle Support in the Video Training section of Help MetaLink 3 users Multiple live training sessions and recorded training will be available two weeks prior to the upgrade of MetaLink 3 15

16 Getting Customers Started key links Customers who are blocked from using Flash Player Request network administrator to allow content from *.oracle.com Customers with Flash Player security concerns Customers who need newer version of Flash Player More information on Flash Player administration

17 Getting Customers Started key links MetaLink 3 Upgrade to My Oracle Support MetaLink 3 Upgrade to My Oracle Support Information Page (DocID ) MetaLink 3 Upgrade to My Oracle Support FAQ (DocID ) Classic MetaLink Retirement Classic MetaLink and My Oracle Support Transition Information Page (DocID ) Classic MetaLink and My Oracle Support Transition FAQ (DocID ) 17

18 Getting Customers Started My company does not allow a Flash plug-in, what should I do? Some employers prohibit Flash out of fear that it will be used for video (consuming excessive bandwidth) or games (consuming work time). If you want Flash to access My Oracle Support, you may find that your company will grant an exception for this business use. For example, a firewall blocking all Flash could be configured to allow Flash from Oracle. To allow My Oracle Support content, ask your administrator to allow *.swf from *.oracle.com domains. If you're restricted from installing software on your computer, then contact your system administrator and request an installation or upgrade. Most organizations need some lead-time to schedule installs as part of their regular update services. My company policy doesn t allow Flash based upon our current security policies, what can I do? Your network administrators and security teams may need to review the latest information about Flash player security from Adobe. This page has links to help your administrators control security and privacy controls in the player. This includes setting the flash player to only work with trusted locations and applications. This can be set to restrict access to *.oracle.com. Your company s administrators can provide specific restrictions that should comply with the security policies your company wishes to enforce. In addition, Adobe posts updates and bulletins for its products to address specific security concerns or vulnerabilities. What about Oracle s security practices? Oracle posts its Technical Support Policies, which includes links to Oracle s Privacy Policy and Global Customer Support Security Practices. All can be found and I have other questions about Flash and My Oracle Support. Where can I get more information? The login page has a link to our FAQ, which provide answers to most questions about Flash, as well as providing information for registering new users and accessibility.. 18

19 19