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Advanced Options for mission critical infrastructure
Artur Kutkiewicz
Senior Director, Eastern Europe & Russia
Advanced Options for mission critical infrastructure
Strategy
People
Process
Technology
19%
21%
22%
17%
21%
Governance
Implementation Success Depends on More Than Just Technology
Providing Implementation Guidance
Customer
Steering Committee
User Community
Project Management
Delivery Team
Executive Management
Product Marketing
IE Team
App Expert Services
Technical Support
Oracle University
ACS Services
Oracle Consulting
Oracle
Customer/ Integrator/
Partners
Operations
• Strategy & Planning
• Understands customer’s strategic business objectives and IT landscape
• Provides guidance for applications roadmap planning
• Process Optimization
• Leverages Oracle application product knowledge to identify solutions to customer business problems
• Ensures overall solution delivers desired business outcome
• Project Management
• Reviews and monitors the implementation to identify risks/issues and makes actionable recommendations
• Assesses project alignment with Oracle’s best practices
• Governance & Guidance
• Has extensive knowledge and experience of Oracle applications implementations and effective governance structures
• Provides recommendation on overall implementation issues and risks based on Oracle’s best practices
• Situation Management
• Provides proactive situation management for complex issues
• Identifies and acquires appropriate Oracle resources to assist customers
• ‘Voice of the Customer’ within Oracle
Imp
lem
en
tatio
n A
dvis
ory
Se
rvic
es
Proactively identifying issues early has a
significant impact on implementation success
3-6 x Original
cost
10 x Original
cost
15-40 x Original
cost
30-70 x Original
cost
40-1000 x Original
cost
Double original
cost
Making the right decisions and identifying issues early affects
the overall cost, on time delivery, and quality of a
implementation.
Source: Relative Cost of Correcting an Error in B. Boehm’s Software Engineering Economics
Define Design Build Validate Deploy Measure & Optimize
Relative Cost of Correcting an Error
COSTS
Fixed Scope Services
System Installation
Configuration Review
Support Best Practices Workshop
Performance Review
Go-live Support
Production Diagnostic Review
System Relocation
Patch Review and Installation
Software Installation and Configuration
Pre-Production Readiness Review
ACS Services Portfolio
Annual Services
Solution Support Center
Business Critical Assistance
Advanced Support Assistance
Priority Service
Advanced Monitoring & Resolution
Onsite Advanced Support Engineers
Quarterly Patch Deployment
Complete Stack Coverage
Time & Materials Services
Advanced Support Engineer for Applications
Advanced Support Engineer for Servers & Storage
Advanced Support Engineer for Engineered Systems
Technical Account Manager
Advanced Support Delivery Manager
Advanced Support Engineer for Fusion Middleware
Advanced Support Engineer for Database
5 Confidential: Oracle Restricted
ACS: One stop shop organization
• Telecommunications • Financial Services • Public Sector • Others
Every Industry
Every partner Every product
Every geography
• Database (incl SAP vers.) • Middleware (incl BEA) • Applications • Industry specific (Portal…)
• End users • OCS • System Integrators • Outsourcers
• Global but geographically structured
• 2000 experts in EMEA with access to
14,000 service professionals and
20,000 developers
dedicated to the continual operational improvement
of Oracle environments.
• 1000+ customers in EMEA
• Doubled in size in 2 years
ACS contribute to Customer Success
1. ACS help reducing customers costs
• Proactive issue avoidance
and faster time to resolution
• Productivity improvements
• Optimized system performance
• Maximum system availability
• Reduced risk and complexity
of change
…for situations in which an application outage, or the length of the outage, could mean significant revenue loss or reputation damage, the cost of ACS could more than pay for itself in a single incident, which will be resolved more quickly due to the personalized customer support feature. Likewise, eliminating costs associated with poor system performance make the preventive and proactive services a worthwhile investment….
“By exploiting the expertise of Oracle Advanced Customer services, end users are released from the shackles of technical complexity and freed up to unite IT capabilities with business goals.”
ACS contribute to Customer Success
2. ACS customers have less product issues
• Proactive activities
• Reactive activities
Out of 159 Critical Accounts in CY08:
• 92% didn’t have ACS covering
their products
• the remaining 8% that had an
ACS contract appreciated a
37% shorter resolution time
1
10
100
1000
1995
1998
1999
2000
2001
2002
2005
Today
TAR/SR
Databases
DBAs
OCPs
ACS contribute to Customer Success
3. ACS customers are the most satisfied Oracle customers
89%
86%
84%
85%
86%
87%
88%
89%
Satisfaction with Service
Offering
ACS
No ACS
Source: Oracle Lifecycle Services Survey – Aug ’08; 1272 respondents
ACS contribute to Customer Success
4. ACS contribute to accelerate IT efficiency and competitiveness of our customers
• Helping them to move safely and quickly to new product versions and use all the product features
• Supplying the best operational expertise
• Giving access to Oracle IP by a direct link with GCS and Development
“ACS recommended us to upgrade our Siebel implementation to the latest version but
this recommendation was met with strong objections from Accenture on the grounds of
risk. ACS successfully convinced us to upgrade and by doing so, reduced the cost and
time to market of the new release’s functionality.”
James Harkin, Vodafone UK
“With Oracle Advanced Customer Services, we have benefited from the assistance of
support experts who have understood our business constraints and objectives and
helped us to upgrade 3,000 E-Business Suite users and 9,000 Database users on time
and without disruption to the operational business .”
Laurent Delechelle, DB deploymeny Director, Banque de France
ACS contribute to Customer Success
5. ACS build a reliable and long lasting relationship with
customers
ACS uncovers $1.6M License opportunity for Oracle RealTime Scheduler at DWP in UK:
“Without ACS’ in-depth understanding of the DWP account and contacts, the sales
engagement would have been protracted leading to a possibility of missing the nationwide
DWP Client Liaison Managers Scheduling opportunity. “
John Campbell, ORS Sales EMEA
"The MCS engagement has built a strong and trusted relationship with O2, which has
been instrumental in O2 choosing BEA as its strategic partner for SOA over IBM“
Steve Harrison, BEA
“We signed a multimillion $ ULA in 2005 that included a 1m$ ACS contract. Now the
customer wants to renew for 3 years and same amount and recognizes that the key
element to renew the licence deal is to keep and increase the ACS engagement”
Felix del Barrio, VP, TSBU Iberia and Cluster leader
“ACS at METRO is contributing to all major licence opportunities to ensure compliance
and evolution of our product offers and solutions with METRO’s productive environments
and system architecture. No license deal without ACS”
(Florian Strecker, Senior Account Director, RGBU)
ACS contribute to Customer Success
1. ACS help reducing customers costs
2. ACS customers have less product issues
3. ACS customers are the most satisfied Oracle
customers
4. ACS accelerate IT efficiency and competitiveness
of our customers
5. ACS build a reliable and long lasting relationship
with customers