"Oracle Customers Services Day." Estonia, Latvia, Lithuania. Nov.2011 Panteley Davidov and Robert Ciobotea

1. Oracle Services Event.
Tallinn 7.11.11, Riga 15.11.11 and Vilnius 16.11.11
• Robert Ciobotea - Corporate Overview / The Services Story’
• Panteley Davidov – Corporate Overview / The Services Story,
Tallinn
• Alexander Barkalov - Overview – Advanced Customer Services
• Margareta Telliskivi – News from Oracle University
• Viiu Kotkas – News from Oracle University. Event in Tallinn
• Ants Urvak – Some practices of proactive Support, patching.
• How to get better results working with Global Support.
• Krzysztof Wasilewski, Cristiana Lupu, Evijs Taube
© 2011 Oracle Corporation – Proprietary and Confidential 1

2. Corporate Overview /The Services Story
Panteley Davidov, VP EMEA Systems Support
Robert Ciobotea
Sen.Director, EMEA GRSC

3. Safe Harbor Statement
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
decision. The development, release, and timing of any
features or functionality described for Oracle’s products
remains at the sole discretion of Oracle.
© 2011 Oracle Corporation – Proprietary and Confidential 3

4. Technology
We Believe … Should Work
Together.
© 2011 Oracle Corporation – Proprietary and Confidential 4

5. Oracle Corporation
• Scale
- $34.4B in revenue on a trailing twelve-month basis*
- #1 in 50 product or industry categories
- 370,000 customers in 145 countries
- 20,000 partners
- 104,500 employees
- 10 million developers in Oracle online communities
• Innovation and Investment
- 29,000 developers and engineers
- 15,500 customer support specialists, speaking 27 languages
- 20,000 implementation consultants
- 1 million students supported annually
- 870 independent Oracle user groups with 355,000 members
© 2011 Oracle Corporation – Proprietary and Confidential * GAAP revenue reported in USD as of February 28, 2011 5

6. Oracle Moves Away From Point Solutions
• Application instances
• HR databases
• Accounting databases
• Customer databases
Oracle Corporation 1990s
© 2011 Oracle Corporation – Proprietary and Confidential 6

7. Oracle Builds The Integrated Enterprise
Oracle’s E-Business
Transformation Saves
$1 Billion
• Global single instance
of E-Business Suite
• One best global
process
• Centralized decision
making
© 2011 Oracle Corporation – Proprietary and Confidential 7

8. © 2011 Oracle Corporation – Proprietary and Confidential 8

9. CUSTOM ASSEMBLY
© 2011 Oracle Corporation – Proprietary and Confidential 9

10. I.T. FRAGMENTATION
© 2011 Oracle Corporation – Proprietary and Confidential 10

11. APPLICATION SILOS
© 2011 Oracle Corporation – Proprietary and Confidential 11

12. MORE COMPLEXITY
MEANS LESS INNOVATION
© 2011 Oracle Corporation – Proprietary and Confidential 12

13. IT SPENDING
DISTRIBUTION
WHAT IF
IN 2010
YOU COULD
CHANGE
THE MIX? 64%
50% 20%
25% 16%
25%
RUN GROW TRANSFORM
THE BUSINESS THE BUSINESS THE BUSINESS
Source: Gartner
© 2011 Oracle Corporation – Proprietary and Confidential 13

14. Oracle Strategy
Complete Stack Complete Customer
Choice
• Best-of-breed • On-premise
• Open • Private Cloud
• Vertical Integration • Public Cloud
• Extreme Performance • Hybrid Cloud
• Engineered Systems
© 2011 Oracle Corporation – Proprietary and Confidential 14

15. Oracle Brings Hardware and Software Together
Middleware Platform Business Intelligence Identity & Access Performance Enterprise Content
and Management Management Management Management
Data Integration
(Pending)
Operating Systems Systems Management Virtual Machines
© 2011 Oracle Corporation – Proprietary and Confidential 15

16. Oracle Invests in Continued Innovation and Integration
In R&D Since 2004
© 2011 Oracle Corporation – Proprietary and Confidential 16

17. Oracle Architects Integration At Every Layer
Engineered
Together
Supported Tested
Together Together
Oracle’s
Architectural Vision:
An Integrated Stack
Managed Certified
Together Together
Upgraded Packaged
Together Together
Deployed
Together
© 2011 Oracle Corporation – Proprietary and Confidential 17

18. Oracle Transforms Enterprise Computing
Complete Technology
Stack, Integrated to
Work Together
Hardware & Software,
Engineered to Work
Together
© 2011 Oracle Corporation – Proprietary and Confidential 18

19. Oracle Integrates With Other Systems Based On Open
Standards
© 2011 Oracle Corporation – Proprietary and Confidential 19

20. Example Of Integration Within Stack Layers
Oracle Fusion Middleware 11g
• Integrated suites of products
• SOA & Business Process Management Suites
• Business Intelligence Suite
• Content Management Suite
• WebCenter Suite
• Data Integration Suite
• Identity Management Suite
• Application Development Framework
• Multi-year effort
• Tested with 3500+ Apps developers
• 13 Million hours of automated testing
• 1.4 Million hours of stress & cluster testing
• 52,000+ automated test suites
• 220,000 individual tests run nightly
© 2011 Oracle Corporation – Proprietary and Confidential 20

21. <Insert Picture Here>
The Services Story

22. Research Confirms the Need for Complete
Support
“Over 80% would prefer integrated
support for a complete tech stack
versus support that addresses each
layer individually.”
© 2011 Oracle Corporation – Proprietary and Confidential Future of IT Services and Support.” Jan. 2010.
CIO Customer Solutions Group "The 22

23. Oracle Customer Support Services
Enabling the
success of your Oracle
software and hardware
investments through a
LIFECYCLE
OF SERVICES
covering the complete
Oracle stack
© 2011 Oracle Corporation – Proprietary and Confidential 23

24. Increasing Value for our Customers
ORACLE SERVICES
© 2011 Oracle Corporation – Proprietary and Confidential 24

25. Oracle Customer Services and Your Success
We focus exclusively on No one knows Oracle
Focus Oracle technologies better than Oracle
We have helped thousands
Let us use this experience
Experience of customers optimize
to help you
their Oracle investment
Continuous investment in No one else can service and
Leadership a unified support
support the entire stack
experience
Our service personnel
No one can match our
People average tenure is over
skilled people
eight years
© 2011 Oracle Corporation – Proprietary and Confidential 25

26. Oracle Lifecycle Services
Transforming your Business
Using Oracle Solutions
Complete Support for Oracle Software,
Hardware, Engineered Systems
Mission Critical Support Services for All
Oracle Applications and Technologies
Your Complete Training Source for
Oracle Software and Hardware
The Power of Oracle in the Cloud
© 2011 Oracle Corporation – Proprietary and Confidential 26

27. Oracle Consulting
Your Trusted Advisor in Transforming
Your Business Using Oracle Solutions WHY ORACLE CONSULTING
Deliver on Oracle’s commitment to ensure you Leading Expertise: Oracle’s
own experts providing thought
maximize business value leadership for every Oracle
• Lifecycle services approach to deliver solution
business solutions Broad Coverage: “End-to-end”
• Unparalleled product skills across the entire lifecycle services across the
Oracle portfolio entire Oracle product footprint
• Extensive architecture and system knowledge Global Scale: 20,000 Oracle
• Deep industry understanding, focus, and alignment experts in 145 countries,
serving
• Close working relationship with global system over 20 million users
integrators Flexible Delivery: Onsite,
• Leading global service delivery model offsite,
• Industry leader in certified consultants and offshore, along with
innovative solutions such as
Expert and Architecture
Services
© 2011 Oracle Corporation – Proprietary and Confidential 27

28. Oracle Support
Complete Support for Oracle Software,
THE ORACLE PREMIER
Hardware, and Engineered Systems SUPPORT ADVANTAGE
• Single point of accountability for integrated 15,500 Oracle Support
Specialists delivering award-
support across the entire stack winning, enterprise-class
• Critical product updates/upgrades and industry- service
leading lifetime support 28 global support centers,
29 local languages
• Aggregated knowledge and a personalized
Consistent 24/7 coverage
online experience thru My Oracle Support across 145 countries
• Proven tools and resources for proactive $4.5B investment in product
product support and easier upgrades and services innovation FY’11
• Result: maximize the value of your Oracle
technology investment through higher
solution availability, greater competitiveness,
and increased efficiency
© 2011 Oracle Corporation – Proprietary and Confidential 28

29. Oracle Makes Commitment To Customer Choice
Lifetime Support Applications Unlimited Co-Existence
The most comprehensive Commitment to ongoing Applications that are
support policy available. enhancements to and designed to add value to
support for your existing and work with your existing
Oracle applications. investments.
Premier
Extended
Sustaining New
Applications
Fusion
Middleware
0 5 8 Applications
Years from Release G/A Unlimited
© 2011 Oracle Corporation – Proprietary and Confidential 29

30. © 2011 Oracle Corporation – Proprietary and Confidential 30

31. My Oracle Support
Leverage your Premier Support Subscription
Personalized SR Priority Knowledge
Dashboard Management Handling Base
Configuration Patch Advice & Business
Management Healthchecks Recommendations Intelligence
140K+ Members
Web 2.0 Oracle Expert Community
Peer Capabilities Community Knowledge
Community
© 2011 Oracle Corporation – Proprietary and Confidential 31

32. Oracle Advanced Customer
Support Services
Mission Critical Support Services Companies that rely on
ORACLE ADVANCED CUSTOMER
SUPPORT SERVICES:
Maximize availability, accelerate return on 94% of the “S&P Global 100”
investment, and optimize performance companies
• Tailored mission critical support services for 94% of the Dow Jones STOXX 50*
customers with complex IT requirements
78% of the global Fortune 100
• Advanced Support Packs combine unique Oracle companies
Development and Advanced Support expertise with
5 of the top 5
Oracle tools and best practices telecommunications companies
• Advanced Support Engineers provide highly
9 of the top 10 global banks
proactive and preventive support with diagnostic and
monitoring tools to anticipate, identify, and remediate 4 of the top 5 aerospace and
issues for all Oracle mission critical systems defense companies
• Strategic support relationships focused on
collaborative, long term partnerships
*Europe’s leading Blue-chip index for the Eurozone
© 2011 Oracle Corporation – Proprietary and Confidential 32

33. Oracle University
Your Complete Training Source
for Oracle Software and Hardware WHY ORACLE UNIVERSITY
291 worldwide locations,
Learn Oracle from the Oracle Experts 89 countries, 28 languages
• Largest—and most current—selection of training for
4,600+ course titles
Oracle technology worldwide
• Courses created in collaboration with product 1.1 million students trained
development annually
• Training for customers, partners and employees 130+ certification credentials
and over 1.3 million certified
• Learning paths customized to product focus areas
worldwide
and key job roles
• Custom training solutions to match your 500+ global education
organization’s specific business needs partnerships
• Courses backed by 100% Student Satisfaction 99%+ Student satisfaction
Program rates
© 2011 Oracle Corporation – Proprietary and Confidential 33

34. Oracle On Demand
Cloud Services
The Power of Oracle In the Cloud WHY ORACLE ON DEMAND
12+ years as premier cloud
Premier Cloud Services for Oracle Software provider
and Hardware 5.5 million satisfied end-users
• Oracle managing and optimizing your Oracle 14,000 Oracle Service experts
investments
2x faster service request
• Enterprise-grade performance, security, and resolution time
availability
64% reduction in downtime
• End-to-end cloud services for upgrades
© 2011 Oracle Corporation – Proprietary and Confidential 34

35. Services Industry Leader
INDUSTRY FIRSTS INNOVATION AND INVESTMENT
• Lifetime Achievement and Induction into • Service Excellence in Complex Application Support,
STAR Award Hall of Fame in recognition of TSIA (2010)
a cumulative 15 STAR Award wins, • Outsourcing Excellence Award,
TSIA (2010) Outsourcing Center (2010)
• ISO 9001:2008/TickIT Certified, Support • Service Excellence in Integrated Services, TSIA (2009)
Delivery for Oracle Database, Oracle • Best On-Site Support, SSPA (2008)
Middleware, and Oracle Applications from
• Best Service Delivery Optimization, SSPA (2008)
Customer Support Centers Worldwide
(2009 – present) • Best Value-Added Support, SSPA (2008, 2007)
• Best Embedded Product Support, • Service Excellence in Mission Critical Support,
SSPA (2008) SSPA (2008)
• Best Knowledge Management, SSPA (2007)
• Services Industry Leader Award,
SSPA (2007) • Best On-Site Service, SSPA (2007)
• J.D. Power and Associates • Boeing Performance Excellence Award,
Global Certification for Boeing Corporation (2007)
Outstanding Services • Multi-Vendor Support Champion, TSANet (2006)
and Support (2006) • STAR Award for Innovative Support,
SSPA (2006-2004, 2002)
• WebSTAR Service Excellence Award, SSPA (2006-2003)
• Lifetime Achievement and Induction into STAR Award Hall
of Fame, SSPA (2005)
• Best Data Center of the Year, AFCOM (2005)
© 2011 Oracle Corporation – Proprietary and Confidential 35

36. Oracle Provides Evolutionary Path Forward
Current State Future State
Integrated Co- Modular
Suites Existence Solutions
On Premise Hybrid Cloud
Technology Optimized Engineered
Components Solutions Systems
© 2011 Oracle Corporation – Proprietary and Confidential 36

37. ORACLE ON ORACLE
CHANGES
THE GAME
© 2011 Oracle Corporation – Proprietary and Confidential 37

38. Useful Links
• Upgrade Advisors Note 250.1
• Database Upgrade Advisor Note 251.1
• Fixing problems with Multimedia viewing Note 778.1
• List of current My Oracle Support Communities Note
1061898.1
• Oracle Configuration Manager Quick Start Guide Note
728988.1
• Advisor Webcast Current Schedule Note 740996.1
– My Oracle Support Configuration Manager Advisor Webasts
Note 418277.1
© 2011 Oracle Corporation – Proprietary and Confidential 38