Apouc 2014-learn-from-oracle-support

1 Copyright © 2012, Oracle and/or its affiliates. All rights
reserved.
Insert Information Protection Policy Classification from Slide 7

reserved.
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
My Oracle Support
Accreditation
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)

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Apouc 2014-learn-from-oracle-support

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