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Hyperion SupportNet™Your Virtual Hyperion Help Desk
Emil FernandezGeneral Manager
Perficient
About Perficient
Perficient is a leading information technology consulting firm serving clients
throughout North America.
We help clients implement business-driven technology solutions that integrate
business processes, improve worker productivity, increase customer loyalty and create
a more agile enterprise to better respond to new business opportunities.
Perficient Profile
Founded in 1997
Public, NASDAQ: PRFT
2011 Revenue of $260 million
Major market locations throughout North America— Atlanta, Austin, Charlotte, Chicago, Cincinnati, Cleveland,
Columbus, Dallas, Denver, Detroit, Fairfax, Houston, Indianapolis, Los Angeles, Minneapolis, New Orleans, Philadelphia, San Francisco, San Jose, Southern California,St. Louis and Toronto
Global delivery centers in China, Europe and India
2,000+ colleagues
Dedicated solution practices
87% repeat business rate
Alliance partnerships with major technology vendors
Multiple vendor/industry technology and growth awards
Perficient and Oracle
Oracle Platinum Partner – Specialized on the latest Oracle product platforms and technologies, Perficient offers expertise across six Oracle pillars:
Oracle ERPOracle EPMOracle CRM/CXOracle Business IntelligenceOracle TechOracle Healthcare
Oracle Certified Education Partner – Certified to deliver the official Oracle course curriculum to customers via onsite training classes. Perficient owns and operates an Oracle Approved Education Center in partnership with Oracle University.
Oracle Authorized Reseller – Certified on Hyperion licensing and pricing, authorized to resell Hyperion licenses and maintenance contracts
Our Speaker
Emil Fernandez• General Manager of Perficient's national Oracle EPM practice • A 16-year industry veteran, Mr. Fernandez founded Kerdock
Consulting, a regional provider of Business Intelligence and Enterprise Performance Management solutions for Fortune 500 and mid-sized clients.
• Prior to founding Kerdock, Mr. Fernandez served as President of the Enterprise Solutions Group at Optivelo Corporation and as a Senior Manager at Tennyson Group.
Hyperion – Increasing Complexity
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New Hyperion Implementations
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• Consultants build it• Knowledge transfer• Troops pull out
Hyperion Administrator – A Rare Gem
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• Unique skill set
• Hard to find
• Expensive
• Turnover
• Staff for peak demand
Staff to Peak Demand
Financial Close
Day 1 Day 30
Dem
and
Staff to this level
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Cost to Maintain a Hyperion System *
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• 1 – 3 FTEs
• Technical, functional, Planning, Essbase, HFM, DRM, etc…
• Primary and backup resources
• Cost of training, benefits
• $100 - $300K per year
• $8,000 - $25,000 per month
* Personnel only, excludes hardware/software costs
Introducing Hyperion SupportNet™
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Hyperion SupportNet™
Your Virtual HyperionHelp desk
SupportNet™ - Overview
Perficient’s SupportNet™ is a comprehensive and fully configurable (up to 24x7) service offering that provides reactive and proactive support for your Hyperion applications.
Configurable and Scalable
You “pull the levers” to adjust cost and coverage. Number of monthly tickets, committed task hours, etc. are custom built around your applications.
Number of committed ‘Monthly Support Hours’ based on demand and need
Hours of support (can range from normal business hours to 24x7)
Response / update / resolution times configurable to severity levels
Ticketing, IM and phone communication options
Reliable and Flexible
Perficient is a US company with deep technical and industry expertise in the US and throughout the world
Price per ticket versus hours necessary for resolution creates budget control.
Support team can be 100% US based or a blended multi-shore team to best meet your requirements on security, time-zones and English proficiency
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Hyperion SupportNet Components
Our Scheduled Tasks manage
growth
The web based Ticketing System maintains budget
Pro-active monitoring finds problems before
they become tickets
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Maintenance, Remodeling, and Repairs
Proactive Monitoring
• Run tests and review logs to reveal potential issues that can be resolved before they become major problems.
• Typical pro-active monitoring tasks: • Monitor capacity utilization (disk usage, DB space)• Review batch processes• Backup Status Monitoring• Monitor tablespace/log files for repositories • Merge/Purge Log Files
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Scheduled Tasks
• Pre-approved engagements that involve support to current operations or configuration changes that enhance performance and user productivity.
• Hyperion Functional Work• Impact assessment of new functional process
additions/modifications• Functional enhancements• Application Modifications
• Hyperion Technical Work• Upgrades and migrations• Modifications to scripts, data loads• Lifecycle Management• Synchronizing environments
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Web-based ticketing system
• Submit, track and review ticket history/status• SLA-based reporting and heuristics
17Copyright Perficient Inc. 2012, All Rights Reserved
Features• Monthly fixed fee (12 or 24-month contract)• Contract includes “x” number of support tickets per month• Tickets initiated via phone, e-mail, or web• Urgent and Non-Urgent response time SLAs• Scheduled Tasks are tracked hourly, does not deplete tickets• Proactive Monitoring is included in the base fee
Benefits• SLA guarantees timely response• Fixed fee offers a predictable budget• Covers maintenance activities• Optimizes and enhances platform usage• Separates support from development• Provides a local and virtual team of support• Can be used as a “lifeline” for internal help desk• Access a pool of resources on-demand
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Features & Benefits
Staff to Peak Demand
Financial Close
Day 1 Day 30
Dem
and
Staff to this level
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SupportNet Model
Financial Close
Day 1 Day 30
Dem
and
Staff to this level
Leverage On DemandResources via SupportNet
Valu
e
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Summary Comparison
TraditionalSupport Model
Perficient SupportNet Model
In-House Resources In-House supported by Offsite Resources
Expensive: Dedicated Resources
Cost Effective: Shared Resource Pool
Inefficient: Staffed forPeak Demand
Efficient: On Demand Resources
Hard to find people Instant on, available immediately
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Q&A
Next Steps
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Q&A/Next Steps
