G-Cloud Service Definition Atos Oracle Database Upgrade
Database Upgrade for SCS While providing a technical database upgrade facility, Atos also assist organisations in maximising the benefits from the upgrade. Often upgrades are performed due to burning hardware platforms or the database software nearing the end of its support lifecycle. The benefits are in having a safe pair of hands managing the upgrade process, technical upgrades to mission critical, databases can be fraught with problems, our experience reduces that risk. Atos experience in managing thousands of Oracle databases in Atos datacentres has given us a user centric perspective to upgrading the databases on which many mission critical applications are reliant. It is not enough to just understand how to move from one database version to another but to understand the impact of the change on the supported application, the users that use the application and the infrastructure the database uses. With these factors in mind Atos have developed an upgrade process that minimises disruption to the business whilst maximising the gain from the upgrade process. Atos s Oracle Database Upgrade service provides an upgrade to not only the specific database products but if required an update to the whole technology stack. There are many reasons for upgrading the Customer Oracle database technology level, such as dated hardware, poor performance, obsolete versions with no support, or a desire to get the Customer applications on the latest secure and compliant platform. Atos understands that often a database upgrade has impacts far greater than the immediate technical change to a software version. There is usually a concomitant impact on: The Application the database supports and business as usual The Users who may have to be involved in regression testing and may experience some downtime The Hardware which may be forcing the change due to obsolescence or may have to be changed as a result of the new database or applications requirements The technology stack where other components of the technology stack have to be upgraded to deal with the new version of the database software. Atos s Oracle Database Upgrade service provides an upgrade to not only the specific database products but if required an update to the whole technology stack ii
Atos use an iterative upgrade process with each iteration harnessing the lessons learned from the previous runs. The production upgrade process then being smooth and fault free. Figure 1 Atos Iterative Upgrade Process iii
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Contents 1. Introduction... 1 1.1 Service summary... 2 1.2 How this service can be used... 2 2. Service overview... 3 3. Information assurance... 4 4. On-boarding and off-boarding... 5 4.1 On-boarding... 5 4.2 Off-boarding... 5 5. Pricing... 6 6. Service management... 7 7. Service constraints... 8 8. Service levels... 9 9. Financial recompense... 10 10. Training... 11 11. Ordering and invoicing process... 12 12. Termination terms... 13 12.1 By consumers (i.e. consumption)... 13 12.2 By the Supplier (removal of the G-Cloud Service)... 13 13. Data restoration / service migration... 14 14. Consumer responsibilities... 15 15. Technical requirements... 16 16. Glossary... 17 v
1. Introduction Atos both provide a technical database upgrade facility alongslide assisting your organisation in maximising the benefits from the upgrade. Often upgrades are performed due to burning hardware platforms or the database software nearing the end of its support lifecycle. Atos understand the benefits that new technology can bring to your organisation in terms of cost reduction and performance improvement. Alongside being known as a safe pair of hands when performing technical upgrades, we also have the indepth technical and business knowledge that allows us to truly maximise the technology potential for our clients. An organisation may have some specific benefits from performing an upgrade to 11g such as getting off a burning hardware platform or from moving from extended support to standard support. Oracle 11g database has new features that can improve an organisations ability to manage its data, its servers and indeed the way it thinks about information and data storage. The general benefits that can be seen from upgrading to 11g include: Cost reduction due to improved server management and lower hard ware costs Cost reduction due to simple-to-manage server and database environments. Improved business process efficiency due to increased performance of applications The Oracle 11g database software provides a range of features that organisations can use to streamline their server estate thus reducing costs The ICT department benefits as hardware costs can be reduced by using the Oracle Real Application Clusters and the Oracle Exadata Database Machine functionality. This functionality allows applications to be consolidated within a single shared database grid or cloud. Other functionality can be used to reduce processing power costs such as Oracle In-Memory Database Cache that allows data to be cached and processed in the memory of the applications moving the data processing to often under used middle tier resources. The Oracle Advanced Compression Option can lower the amount of storage required by 2-4 times hence reducing physical disks required and the time spent managing that storage. Application performance can be improved by automatic query tuning this can also lead to a reduction in costs as performant systems are the backbone of process improvements and process cost reductions. The general business benefits as applications can run faster and more efficiently so improving the through put of business processes that rely on those applications. The Finance department benefits by having a lower long term outlay on hardware and servers. 1
Atos offer a flexible approach to database upgrades realising that one size does not fit all. We have experience of large scale upgrades, for example, moving clients onto Exadata stacks and improving their transaction throughput by up to 20 times. At the same time we offer advisory services and can assist you in house technical teams with guidance where required. Our database upgrade service is described in the Service summary below note that we can also offer advisory roles or plan your move from on premise to an on Cloud service. 1.1 Service summary There are many reasons for upgrading the Customer Oracle database technology level such as; dated hardware, poor performance, obsolete versions with no support, or a desire to get the Customer applications on the latest secure and compliant platform. Atos understands that often a database upgrade has impacts far greater than the immediate technical change to a software version. There is usually a concomitant impact on: The Application the database supports and business as usual The Users who may have to be involved in regression testing and may experience some downtime The Hardware which may be forcing the change due to obsolescence or may have to be changed as a result of the new database or applications requirements The technology stack where other components of the technology stack have to be upgraded to deal with the new version of the database software. Atos s Oracle Database Upgrade service provides an upgrade to not only the specific database products but if required, an update to the whole technology stack. 1.2 How this service can be used The main purpose of this service is to ensure that the Customer database version has been updated to the required version; however, there will be associated technology stack changes that are required and Atos will update those components also if requested. It may also be the case that you would benefit from extending the technology stack further into the Oracle Middleware Product set, which Atos also offer as a GCloud service. 2
2. Service overview Atos experience in managing thousands of Oracle databases in Atos datacentres has given us a user centric perspective to upgrading the databases on which many mission critical applications are reliant. It is not enough to just understand how to move from one database version to another but to understand the impact of the change on the supported application, the users that use the application and the infrastructure the database uses. With these factors in mind Atos have developed an upgrade process that minimises disruption to the business whilst maximising the gain from the upgrade process. Atos s Oracle Database Upgrade service provides an upgrade to not only the specific database products but if required an update to the whole technology stack The Atos Oracle Database Upgrade Service provides the following key activities: Management of the upgrade process Atos approach to upgrades is based on its tried and tested, robust project management methodology, which is based on Prince 2 Training Atos can help get the Customer own technologists up to speed by knowledge transfer and formal training CEMLI impact assessment a review of the current customisations, extensions, modifications, localisations and interfaces to define which ones are dependent on database objects and which may be superseded by new technology Database and hardware rightsizing Atos will recalculate the size of the Customer ebusiness Suite database and incorporate future estimates to ensure that the storage capacity is correctly sized CPU and memory rightsizing using new technology can put a strain on existing technology Atos will size the CPU and RAM requirements of both the database and applications servers to ensure optimal future performance can be achieved Assist in the purchase of any new hardware, whilst Atos does not sell hardware, Atos will assist in the selection of new hardware if required Upgrade the database(s) to the latest versions Upgrade the technology stack to the latest versions. Atos recommends an iterative approach until all errors are eliminated from the upgrade process and the activity can be performed in a reasonable length of time. Regression testing of any dependent Applications is essential and should be performed as part of a user acceptance testing. Other types of testing may also be required, such as performance testing, depending on the type of Application. Once all testing has been completed and signed off as accepted then Atos will begin the cutover process during which the Production system is upgraded. During the post upgrade period Adios will support the users clearing any backlog and getting back to business as usual. 3
3. Information assurance This product is currently available at Impact Level 0 (IL0). The service can be run at higher Impact Levels including IL2 and IL3. Atos has considerable experience of providing services at different levels of assurance. Atos currently has a number of products on G-Cloud that have received Pan Government Accreditation (PGA). Details can be found on the Cabinet Office website at: http://gcloud.civilservice.gov.uk/customerzone/accreditation-status/. These services include: Atos IL3 Platform as a Service Atos High Performance Security. 4
4. On-boarding and off-boarding Depending on the scope of the database upgrade services to be supplied by Atos then there are flexible on-boarding and off-boarding activities. 4.1 On-boarding Project Management: The first tasks will be performed by the Atos project manager and the Customer counterpart where the strategic documents will be created, such as: Project and Quality Plan Implementation scope in the form of a Project initiation document Business Requirements document. To achieve a rapid implementation in parallel to the project management the initial installation activities can take place, such as defining hardware and infrastructure requirements. Alongside this some initial workshops can take place, such as the kick off meeting where the Atos and the Customer project teams meet and are presented with the plan and scope definition. 4.2 Off-boarding The end of the implementation may not be the final end of this service as it may then transition into business as usual to be supported by the Atos Applications Management team. Whatever the end point of the service is Atos will have a project close down activity to ensure that all documentation is up to date and transferred to the Customer libraries. In addition a lessons learned meeting will be convened as part of Atos commitment to continuous service improvement. 5
5. Pricing Atos pricing is in line with the Skills for the Information Age (SFIA) model. The team composition will depend on the specific project requirements. It will typically consist of a mix of roles of which most will be from the Solution Development and Implementation skill group. The following table illustrates how Atos resources map to the SFIA roles. Project Management Functional Developer Technical 1. Follow Junior PMO Analyst Junior Consultant Junior Developer Junior DBA 2. Assist PMO Analyst Consultant Developer DBA 3. Apply PMO Lead Consultant Developer DBA 4. Enable Junior Project Manager Senior Consultant Senior Developer Senior DBA 5. Ensure/ Advise Project Manager Solution Architect Technical Architect Technical Architect 6. Initiate/ Influence Senior Project Manager Senior Solution Architect Senior Technical Architect Senior Technical Architect 7. Set Strategy/ Inspire Programme Director Senior Solution Architect Senior Technical Architect Senior Technical Architect The Atos SFIA rate card is attached as a Supporting Document. 6
6. Service management The Atos Oracle Database upgrade offering has a number of Service Management choices depending on what the Customer requirements are. Atos service desks are ITIL accredited and in addition Atos operates an ISO9001 accredited issue management and resolution process. 7
7. Service constraints Service constraints depend on the service required and can be defined to match the Customer business requirements. 8
8. Service levels Service Levels are usually specific to you and will be determined during the Customer implementation process. 9
9. Financial recompense To minimise the cost to users, Atos does not provide service credits for use of the service. All Atos services are provided on a reasonable endeavours basis. Please refer to G Cloud terms and conditions In accordance with the guidance within the GPS G-Cloud Framework Terms and Conditions, the Customer may terminate the contract at any time, without cause, by giving at least thirty (30) Working Days prior notice in writing. The Call Off Contract terms and conditions and the Atos terms will define the circumstances where a refund of any pre-paid service charges may be available. 10
10. Training Atos are pleased to be able to offer a wide range of training services from formal class room based training to on line webinar type training. In addition Atos will develop training materials that elaborate on the Customer specific business process rather than a generic training based on the product only. Training material can be provided in a format suitable for usage via a Web Browser. 11
11. Ordering and invoicing process Ordering this product is a straightforward process. Please forward your requirements to the email address GCloud@atos.net Atos will prepare a quotation and agree that quotation with you, including any volume discounts that may be applicable. Once the quotation is agreed, Atos will issue the customer with the necessary documentation (as required by the G-Cloud Framework) and ask for the customer to provide Atos with a purchase order. Once received, the customer services will be configured to the requirements as per the original quotation. For new customers, additional new supplier forms may need to be completed. Invoices will be issued to the customer and Shared Services (quoting the purchase order number) for the services procured. On a monthly basis, Atos will also complete the mandated management information reports to Government Procurement Services detailing the spend that the customer has placed with us. Cabinet Office publish a summary of this monthly management information at: http://gcloud.civilservice.gov.uk/about/sales-information/ 12
12. Termination terms 12.1 By consumers (i.e. consumption) Termination shall be in accordance with: The G-Cloud Framework terms and conditions Any terms agreed within the Call Off Contract under section 10.2 of the Order Form (termination without cause) where the Government Procurement Service (GPS) guidance states At least thirty (30) Working Days in accordance with Clause CO-9.2 of the Call-Off Contract Atos Supplier Terms for this Service as listed on the G-Cloud CloudStore. For this specific service, by default Atos ask for at least thirty (30) Working Days prior written notice of termination as per the guidance within the GPS G-Cloud Framework Terms and Conditions. 12.2 By the Supplier (removal of the G-Cloud Service) Atos commits to continue to provide the service for the duration of the Call Off Contract subject to the terms and conditions of the G-Cloud Framework and Atos Supplier Terms. 13
13. Data restoration / service migration If the Atos Cloud Service is being used and the Customer wishes to terminate the service but want to retain the data, then a database export will be provided. If this is not sufficient for the Customer requirements then a Data Restoration service is available from Atos in which the data will be migrated as per the Customer wishes. 14
14. Consumer responsibilities It is expected that the consumer will interact with Atos in a timely manner and will respond to requests for information or perform agreed actions within the agreed period wherever possible. It is also expected that the consumer will engage in Service Delivery meetings with the Atos Service Delivery Manager. 15
15. Technical requirements If the Atos cloud services are not used and an on premise solution used then it is expected that unless otherwise agreed the hardware required to host the database will be provided by the client 16
16. Glossary Below is a glossary of terms for this document: Abbreviation BAM BI BPEL BSS CRM DRM DV EPM ERP FDM HCM HTTP JDBC JDK JSP OBIEE ODI OJSP PMO SC SQL UPK Description Business Activity Monitoring Business Intelligence Business Process Execution Language Baseline Security Standard Customer Relationship Management Database Resource Manager Developed Vetting Enterprise Performance Management Enterprise Resource Planning Financial Data Management Human Capital Management Hyper text Transfer Protocol Java Database Connectivity Java Development Kit Java Server Pages Oracle Business Intelligence Enterprise Edition Oracle Data Integrator Oracle Java Server Page Project Management Office Security Check Structured Query Language 1. User Productivity Kit 17
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