Apouc 2014-learn-from-oracle-support

1 Copyright © 2012, Oracle and/or its affiliates. All rights

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Insert Information Protection Policy Classification from Slide 7


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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 decisions. The development, release,

and timing of any features or functionality described for Oracle’s products

remains at the sole discretion of Oracle.


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APOUC Leaders’ Meeting 2014

Learn from Oracle Support

Eric Lo

Director, Customer Management

May 15, 2014


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Get Proactive with Oracle Premier Support


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What is ‘Get Proactive’ all about?

Avoid the unexpected. GET PROACTIVE!

Prevent is about staying healthy, detecting

and solving issues before they have an

impact on your software and systems

Resolve is about detection capabilities and

diagnostic tools to help you implement the

right corrective actions

Upgrade is about doing it right the very first

time, ultimately creating a streamlined,

reliable, and repeatable process

Want even more?

Connection is a key enabler for

advanced proactive capabilities.

Look for this image throughout

the presentation as we identify

specific Oracle proactive support

capabilities unlocked when you

‘Get Connected’


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Value Proposition


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Achieve Success

• Lower Cost – Preventive System

Maintenance

• Higher Business Value – Maximize

System Performance

• Reduced Risk – Boost Uptime

With Oracle Support Best Practices


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Oracle Premier Support Delivering Value

Improve uptime with up to

25% fewer problems

Error-free implementation

best practices

Health and Patch

recommendations &

validation

Prevent

Up to 40% faster problem

resolution

Faster detection &

resolution – Auto Service

Request

Expert Network

Dramatically streamlined

upgrades

Proven lifecycle advisors

Patch and upgrade plan

validations

Platform Certifications

Resolve Upgrade


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DISCOVER MORE

Get Proactive


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Maintain Systems Health and Availability

• Leverage configuration-based health and risk

recommendations to improve your systems

health and increase systems uptime

• Review product and security alerts

• Identify recommended patches

• Stay informed: Personalize Knowledge, and

sign up for hot topics

PREVENT


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Health and Risk Recommendations

• Enable Oracle's Software Health

Check and Oracle Sun System

Analysis capabilities

• Rules are run against your collection

and any known issues or risks found

are made available via Health

Recommendations or Risk Analysis

Report


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Product and Security Alerts

Quick access to quarterly

Critical Patch Update (CPU) information


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Recommended Patch Advisor

• Quickly identify recommended patches for your product or products in your

product stack that you use together


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Stay Informed

• Newsletters keep you informed with the

latest product news

• Follow Oracle Premier Support through

social media channels

• Configure email notifications to ensure you

receive targeted alerts for Critical Patch

Updates (CPUs), Security Alerts and Third

Party Bulletin updates

• Participate in Advisor Webcasts and hear

from Oracle Premier Support subject matter

experts who offer methods and solutions to

help you avoid potential pitfalls


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Find Answers Fast

• Visit Product Information Centers, a one-stop

shop for important resources

• Utilize auto-detect capabilities to dispatch

assistance for known issues

• Participate in our vibrant online Support

Community and find answers quickly

• Explore the powerful My Oracle Support

Knowledge Base

• Troubleshoot with the Configuration Change

History capability

With the Right Tools and Knowledge

RESOLVE


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Product Information Centers

One-Stop ‘Product’ Shop

Comprehensive best practices, tools and knowledge

Targeted content to assist you with troubleshooting and

error resolution


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Automated Service Request (ASR)

Utilize auto-detect capabilities

Problem resolution can be

expedited through automated

service request generation for

qualified Oracle Sun Server,

storage, Exadata and Exalogic

systems, when specific

hardware faults occur

Configuration and diagnostic

data can also be collected to

accelerate problem resolution


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My Oracle Support Community

Join an extended

network of Oracle

professionals and

industry peers and

find answers fast


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Knowledge Base

1) The first ten of eighty possible results are displayed in each bucket.

2) To show the next ten click “Load More.”

1) Tabbed source choices 2) Bucketed results 3) Zoom to specific results 4) Product, version and platform selection now up front

Benefit:

Easier to see search results from different sources.


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Configuration Change History

Quickly identify what has changed in your

environment by comparing your

configuration between two points in time


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Do you Have 60 Minutes?

• Learn how to resolve like a My Oracle Support

power user

• New series of live and on-demand webcasts

• Webcasts teach skills and knowledge to effectively

leverage relevant proactive resources

• Learn through real-world scenarios, live product

demonstrations, hands-on labs, and Q&A with

subject matter experts

• Register for first Webcast: Resolve—Find Answers

Fast

https://oraclecse.webex.com/oraclecse/onstage/g.php?p=19&t=m

support.oracle.com | ID 740966.1




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Create a Reliable and Repeatable Process

• Review and verify your products are

certified

• Utilize Upgrade Advisors with best practices

by product, business process, version and

phase

• Deploy patch and upgrade plan validations

• Leverage the Inventory Report to help plan

your upgrade

UPGRADE


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Certification

Verify certification of

any combination of

Oracle, third-party

products and

operating systems

that Oracle has tested

and confirmed work

together


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Upgrade Advisors

Access best practices and step-by-step instructions and upgrade with confidence


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Patching and Maintenance Advisors

Plan and execute

a viable patching

and maintenance

strategy

Includes a

complete project

patch plan specific

to your

environment


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Inventory Report

Find previous releases of products which are no longer supported and export

this list as a work list for upgrades

Compare and contrast the trends for the installation of selected platforms or

products and compare to your staffing plans to find gaps or overlap


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DISCOVER MORE

Get Connected


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Connection Types

• For software customers, connection is

achieved by sharing configuration and

diagnostic data through Oracle

Enterprise Manager (recommended) or

Oracle Configuration Manager

• For Hardware customers, connection is

achieved through Auto Service

Request, Explorer, and Oracle Services

Tools Bundle for Sun Systems

Unleash the value of Oracle Premier Support

advanced proactive capabilities, Get Connected

Oracle Enterprise Manager

Upload configuration data through the EM harvester

Oracle Configuration Manager

Centralized configuration information based on your

Oracle technology stack

Service Tools Bundle

Support your Solaris standard operating systems and architectures with the

Self-extracting installer bundle

Oracle Auto Service Request

Generate auto service request s on qualified Oracle systems when

specific hardware faults occur


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Get Proactive Portfolio Library

Some “Get Proactive” Capabilities are only

available for certain products.

Due to this, we have created a “library” of popular

and effective product-based “Get Proactive”

capabilities that can be inserted into the

presentation to personalize it to the customer


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Database Portfolio


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Patch Recommendations

Proactively identify missing recommended patches

(including CPUs and PSUs relevant to your Oracle

environment)


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SQLTXPLAIN Tool

Perform SQL Tuning analysis using

the SQLTXPLAIN (SQLT) tool

Diagnostic output generated by the

tool aids in troubleshooting

performance problems


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ORA-600/7445 Tool

Advanced troubleshooting capabilities

for generic ORA-600 and ORA-7445

errors

Diagnosis can be done based on error

code, error message, or by parsing

the related stack trace


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Diagnostic Framework

Use of Diagnosability Framework

(DFW) ensures complete incident

diagnostic information is provided to

Oracle Support


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Upgrade Planner

Leverage Uploaded Configurations To Create Personalized Upgrade Plans

Determine Which Release To Upgrade To

Identify Additional Patches Needed and Determine Conflicts


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Patch Planner A collection of patches

deployed as a group

Detect and resolve conflicts

with installed patches before

deployment


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Middleware Portfolio


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Fusion Middleware Product Information Centers

Dynamic Information Centers cover common tasks required for the installation,

maintenance, and management of Fusion Middleware Products


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Fusion Middleware Upgrade Advisors

Upgrade with confidence

Fusion Middleware Upgrade Advisors provide step-by-step instructions and best practices

from various sources


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E-Business Suite Portfolio


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• One-Stop ‘Product’ Shop

• Comprehensive best practices, tools and knowledge

• Targeted content to assist you with troubleshooting and error resolution

Product Information Centers


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E-Business Upgrade Advisor

Upgrade Lifecycle Advisors are

specially crafted documents-

Phase Approach

Provides step-by-step

instructions to perform an

upgrade

Easy to follow upgrade process

for 11.5.10.2 to 12.1.3 or 12.2

Access to the relevant

information and knowledge

dependent on current

phase/step in the Lifecycle

process

Potential to reduce the total

upgrade lead time


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Patching and Maintenance Advisors

Contains proven methodologies

for patch application

Shares full details to successfully

complete pre-patch, patch

application, and post-patch

requirements

Provides tracking lessons learned

in testing your original patch plan

Checks to ensure satisfactory

patch and code levels are in place


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My Oracle Support Accreditation

Program Accreditations

My Oracle Support (Level 1)

Product-Specific (Level 2)

Program Pages

Program Home page – 1583898.1

FAQ – 1585906.1

E-Business Suite Path

EBS path – 1580100.1

Stay informed, period close,

patching, Certifications,

upgrade advisor, reporting

Why Get Accredited?

Enhanced reputation & Skills

Increased productivity, more

time on your job

Stay current on tools and

best practices

Easy to implement, high-

value best practices


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• Accreditation program launched in Sept 2013

– My Oracle Support learning path

– Product-specific learning paths

• Targeted to experienced Customers

– Validate existing knowledge

– Best practices and recommendations enable

user to fully leverage core tools and

capabilities

• Early adopter program through April 2014

Available Paths — My Oracle Support ▲ Oracle Database ▲ Oracle E-Business Suite ▲ Oracle Fusion Middleware


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Why Get Accredited?

Results

• Fully leverage support capabilities

delivered via My Oracle Support

• Easy-to-implement, high-value best

practices

• Efficiency with Oracle tools = more

time spent on primary business role

• Enhanced reputation and skills


Easy-to-track modules

Consume at your pace


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Prerequisites

• 6-9 months active use of My Oracle

Support functions, including service

requests

• Solid working knowledge of features and

core functionality (My Oracle Support)

• Solid working knowledge of Oracle

product and how your business is using

product to meet objectives (Product-

Specific)


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Where Accreditation Fits

New user & Ongoing learning – User Resource Center

Essentials Webcasts

My Oracle Support How-To Series

Active user – Use My Oracle Support

regularly for primary role

Gain expertise with core

features

Proven expertise – Consider accreditation

Build on existing knowledge

Pass accreditation exam


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Accreditation Series Index Customer Accreditation

program accessed via Series Index


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Available Accreditation Courses


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SUMMARY


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Take Advantage of Oracle Support Best Practices

• Don’t leave value on the table

• Lower overall organizational costs through

preventative maintenance

• Reduce risks and maximize uptime

• Achieve resolution faster

• Streamline and simplify your daily

operations

• Get even more through connection


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Learning Resources

• My Oracle Support User Resource Center (873313.1)

https://mosemp.us.oracle.com/epmos/faces/DocumentDisplay?id=873313.1


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Documents

Apouc 2014-learn-from-oracle-support