CON5604 Upgrade from Siebel CRM 7.7 to 8.1 in Germany s Largest Loyalty Program Moscone West /01/14, 11:30-12:15

Transcription

1 CON5604 Upgrade from Siebel CRM 7.7 to 8.1 in Germany s Largest Loyalty Program Moscone West /01/14, 11:30-12:15

2 Us Alexander Doubek Moritz Schlaucher System Architect Unit Lead Oracle Technology More than 10 year s in the Siebel business a.doubek@reply.de 2

3 3

4 Riverland at a glance Partner for High Quality System Integrations Commited to deliver premium business solutions using Oracle technologies Enterprise level customers Focus on the German market Complex program delivery Local and global rollouts Flexible cooperation Multilingual / multicultural staff Positive working attitude Oracle Solution Expertise Working hand in hand with Oracle across their divisions ( principle of the shortest way ) Every Riverland practice owner has been working with Oracle products for 16 years, since 1994 Continuous training in Oracle product development and updates Early adoption of new Oracle products to support first movers Innovative extension of Oracle products to support client s special needs Reply Living Network Founded in spring 1996 > 1000 Oracle Professionals in Europe 40 dedicated Business Units Strategic partner of Oracle, SAP, Microsoft, European revenue 2010: 350 Mio Riverland Hard Facts Founded in spring 2008 ~ 100 consultants Network of ~ 300 externals Revenue 2009: 12 Mio Expected 2010: 14 Mio 4

5 What s coming in the next 30 min Infra- structure Organization Development Database Upgrade 5

6 What s coming in the next 30 min LINUX Doc Server Infrastructure HA Adresse Modell Development merge User Stories Organization Scrum partitioning Database Upgrade clob 6

7 7 THE SYSTEM OF THE CUSTOMER

8 The customer System Oracle Weblogic Main System to drive the Webpage and contains most of the process logic Webmethods Drives Batch Import / Export processes. Oracle Database 2 Instances one for Siebel and one for core Loyalty Management Oracle Siebel Contains all person and Partner related Information drives the most of the communication Processes and the Call Center UI 8

9 Oracle Siebel Contains all person and Partner related Information drives the most of the communication Processes and the Call Center UI The Siebel Part of the System Siebel 7.7 SEA Callcenter Main Data Entities ~ 30 Mio. Contact s records ~ 200 Mio. Service Request s records ~ 200 Mio. Action s records Lead to ~ 1,7 TB of data MDM Claim Management Fulfillment Processes 9

10 The History of the System 2000 inital setup with 7.0 SEA as a split of the core Loyalty system and a replacement for the c++ Call Center frontend 2005 upgrade to 7.7 SEA 2013 Hardware refresh and virtualisation of the Server 2014 Upgrade to 8.1 SIA 10

11 11 WHY UPGRADE?

12 Why Upgrade Lock in IE6 Lock in Windows Server 2003 Development lock on XP Clients because of Siebel Tools This leads to a technical Upgrade Out of Support 12

13 But there is something IN for the Business a) Support again b) more options (new features) c) more secure d) less TCO 13

14 14 TARGETS?

15 Our core targets Get support again. Get rid of IE6 Get on "supported" Server OS Get rid of XP 15

16 Out business targets short Downtime ( < 24h) quick golive Basically no impact to the business Do not stop development 16

17 Our nice to have targets consolidated Table spaces Open UI TAF on Database aa Ba Case Insensitive Linux Server OS get rid of LONG columns Partition big tables 17

18 CONSEQUENCES WE KNOW FROM DAY ONE 18

19 consequences Linux Servers need a new Correspondence Solution Database size and Downtime window dosen t fit in standard upgrade Prozess 19

20 20 NOW SOME DETAILS

21 Infrastructure Infrastructure Organization Development Database Upgrade 21

22 22 NEW CORRESPONDENCE

23 Correspondence Linux server OS needs a replacement for the Doc Server which opens MS Word on the Server in the background Keep one Win. Server Move to BI Publisher C4 Own simple Solution nothing special for the upgrade Project Increases the amount of Server we need for DEV, TST, INT, PRD + + X + X X X proposed Oracle replacement of Doc Server fit s perfect in the weblogic architecture a small Project Itself heavy footprint just to replace some Fields no license Migration possible + X X X Powerful 3rd party solution a small Project Itself heavy footprint just to replace some Fields needs licenses simple to implement just development costs no UI change necessary home build + + X X 23

24 Our Owen solution JAVA driven Business Service based on CLASS CSSJavaBusine ssservice Some escript in the Correspond ance BC Thinks to care about: Session management More than one server No interaction with the Siebel data itself Done 24

25 25 SIEBEL FILE SYSTEM

26 Siebel File System migration SMB to NFS Why? Windows has SMB Linux has NFS We moved this out of the Migration Weekend! With a temporary change on the old system 26

27 7.7 win Siebel File System migration Clone virtual disk on windows VM Move this clone to the Linux vm and mount them Local copy of the files from SMB to NFS disk delete SMB Clone Disk Enable SMB share for the NFS disk Final sync with rsync over network and reconfigure Win Prod. Env. to use new File system New Linux based Siebel could use the migrated FS as well 8.1 Linux 27

28 28 ARCHITECTURE

29 High Available Setup Initial Setup (7.7) Siebel Server Cluster and Load balanced servers 29

30 High Available Setup During Data Center migration and virtualization we replaced the Siebel Server cluster with VMware restart for HA. 30

31 High Available Setup With Siebel 8.1 on Linux we bring the SWSE directly to the Object Manager. reduce load and risk from gateway VM Simplifies the architecture 31

32 32 NEW UI

33 New UI Keep the HI Version for the core Users Main Reason is all our automated Test cases are written for HI. But we enable and rollout the Open UI for admin and Back office User feedback is very good 33

34 The Bowser Problem Browser HI Open UI IE 7 Works but very slow IE 8 Not out of the box* Works but too slow IE 9 Works but too slow >= IE 10 Firefox Chrome (political difficult) 34

35 Development Infra- structure Organization Development Database Upgrade 35

36 36 SEA TO SIA

37 SEA to SIA Why SEA no longer available What's the way? We know we need a 2 Step Upgrade but SEA 7.7 SEA 7.7 SIA 7.7 or SEA 8.1 SIA 8.1 SIA

38 SEA to SIA SEA 7.7 SEA 8.1 SIA 8.1 Simple and stupid answer The Upgrade routines and scripts are 10 years younger and in a better shape. 38

39 SEA 7.7 > SEA 8.1 > SIA Step Migration No Problem for DEV But needs far to match time for Production. 39

40 Custom Production Migration 1 Copy Production to Integration (Customizing freeze on Production) 2 Migrate Integration Environment as normal 3 Test it (fix seed data problems) 4 Dump all repository and config tables with oracle Tools from Integration 5 Import the repository and config dump during Production Downtime 6 Run merged 2nd Migration in one Step (without Repository and Seed data Import) 40

41 ADDRESS MODEL Präsentationskennung

42 Address Model SEA 7.7 Address Model Siebel 7.7.x uses a 1:M relationship to store addresses Two tables hold a. For each Account, Partner, Organization, there can be many addresses b. For each Member, Contact, User, there can be many addresses SIA 8.1 Address Model Siebel 8.1.x uses a M:M relationship to store addresses One table holds address information For each Account, Partner, Organization, Member, Contact, User, etc. there can be many addresss For each Address, there can be many Accounts, Partners, Orgs, Members, Contacts, Users, etc. Capability exists to manage addresses in a new way Präsentationskennung

43 Address Model Our Case Siebel 7.7 Address Model ACCOUNT S_ORG_EXT 218K CONTACT S_CONTACT 29 Million ADDRESS S_ADDR_ORG 230K ADDRESS S_ADDR_PER 51 Million 43

44 Address Model Our Case Siebel 8.1 Address Model ACCOUNT S_ORG_EXT 218K CONTACT S_CONTACT 29 Million INTERSECTION S_CON_ADDR 51 Million ADDRESS S_ADDR_PER 51 Million 44

45 Address Model Our Case ACCOUNT S_ORG_EXT 218K Decision we stay with the old 1:1 address Modell for CONTACT INTERSECTION S_CON_ADDR 218K CONTACT S_CONTACT 29 Million ADDRESS S_ADDR_PER 51 Million 45

46 Database Upgrade Infra- structure Organization Development Database Upgrade 46

47 Database migration Size (GB) table contain 90% of the data à So take care about them and use the standard approach for all others! tables 47

48 Special Database-related Goals Partitioning of large tables Compression of large tables Conversion of data type LONG to CLOB Cleanup of tablespaces: from 6 different TSD/TSI tablespaces to 2 central tablespaces TS_DATA, TS_INDEX Data cleanup and consolidation 48

49 Partitioning of large tables Why Easier to manage by the DBA s Compression Partition pruning House keeping Supported Siebel since rel. 77 But still no way to do it by the DDLSYNC How We have to do it manually including local Indexes DBMS_redef for the big ones 49

50 Special Database-related Goals Compression of large tables Why LONG since Years deprecated Difficult to manage with SQL Limited Size Supported CLOB could since Siebel 8.0 managed in the Siebel Repository But no auto conversion! How Manually alter table mytable modify (long_column clob); work s if you have the tempspace and the time Dbms_redef for the big ones Remember the 128 KB record size in Siebel BC Layer 50

51 Special Database-related Goals Conversion of data type LONG to CLOB Why Consolidation of table spaces to decrease the management amount How: needs a lot of extra IO and time but the upgrade is one of the less situation where you could do this. Normally no one will touch them. Alter Table move table space for the small table Drop and recreate for the empty ones DBMS_redef for the big ones 51

52 Special Database-related Goals Cleanup of tablespaces: from 6 different TSD/TSI tablespaces to 2 central tablespaces TS_DATA, TS_INDEX Why If we touch the data we could do it easily How Some Data changes in the DBMS_REDEFINITION tasks Some big history tables are renamed to archive them. The new system will start with a empty table example: S_AUDIT_ITEM 52

53 DBMS_REDEFINITION Solved all our goals for the 20 big tables in on step Moved data to New table space Allready partitioned tables Create local and global indexes Do some case when data cleansing Created new default values Everything online in the background during the running Siebel 7.7 System During the downtime just Final sync End (exchange SEA77 table with SIA81 table) 53

54 How we tested Main Problem where get a Production like Database with enough Disk space Customer has spare Exadata V1 with had sufficient storage space for holding the relevant Siebel tables 1 Production Data was copied on the EXA with data pump 2 Install small Siebel Installation to run the Siebel upgrade 3 Set Restore point 4 Run custom and standard scripts 5 Check results 6 Tune scripts 7 Flashback restore to (3) Side note To bring the production Database on the same level as the EXA V1 We have to give them as match as SGA as possible (120 GB) We have done (4) to (7) several times to fix bugs and tune the Process 54

55 Fun Fact The 5 year old Exadata V1 could still compete with our 1 year old Production Database from a different Vendor 55

56 How we tested II The complete Upgrade Process and the functional test was done by migration of 2 of the 3 Development Systems and all 3 Test systems and the Integration Environment as well 56

57 DBMS_REDEFINITION: Oracle mechanism for redefining tables online Step 1 Create new empty table (stage table) with appropriate layout, storage properties, and indexes Step 2 Define column mapping Step 3 Start redefinition process using package DBMS_REDEFINITION Step 4 Copy table dependents (optional): trigger, constraints, indexes Step 5 Finish redefinition process Step 6 Cleanup / drop original table 57

58 Comparison: Standard Procedure Our Approach Siebel Standard Upgrade DOWNTIME (days) Siebel Task 1 Siebel Task 2 Siebel Task 3 D O N E DBMS_REDEFINITI ON ONLINE manual Siebel DOWNTIME (hours) D O N E Our Approach 58

59 Organization Infra- structure Organization Development Database Upgrade 59

60 Scrum 150 User Stories grouped by Testing Test Interface A Test Screen B Test Smart Script C Infrastucture Setup Development Setup Production Database S_CONTACT 60

61 Scrum Examples 61

62 Burn Down With this Use Cases and our initial estimation we could track our progress in a scrum like way over the 6 month which we need for the Upgrade 62

63 63 QUESTIONS?