Never Upgrade Again With Siebel Innovation Packs

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Were you at Open World 2011? This presentation addresses one of the top issues on CRM stakeholders minds : Never Upgrade Again With Siebel Innovation Packs

Were you at Open World 2011? This presentation addresses one of the top issues on CRM stakeholders minds : Never Upgrade Again With Siebel Innovation Packs

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  • 1. 1 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.
  • 2. 2 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.
  • 3. Session 18221: Never Upgrade Again with Siebel Innovation Packs Agnes Zhang, Siebel CRM Product Management, Oracle Corp.3 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.
  • 4. 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 decisions. The development, release, and timing of any features or functionality described for Oracle s products remains at the sole discretion of Oracle.4 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.
  • 5. Agenda •  Siebel CRM Roadmap •  Innovation Pack Strategy •  Innovation Pack Deployment •  Siebel Repository Strategy •  Upcoming Siebel Server Innovations •  Q & A5 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.
  • 6. Siebel CRM 8.2 Release Summary•  4 Releases Since Acquisition •  Siebel 8.0 (2007) •  Siebel 8.1 (2008)•  36 New Products •  Siebel 8.1.1 (2009) •  Siebel 8.2 (2010)•  469 New Enhancements Deep Industry •  Public Sector Social Services•  9 Industry-Specific Solutions •  Oracle Policy Automation – Cross Industry •  Deeper Loyalty for Travel & Transportation and Retail •  CRM Offline Client for Life Sciences •  Personal Content Delivery for Life Sciences •  Financial Services Order Management •  Communications Order to Activate AIA •  High Tech Service Transformation •  Enhanced B2C and B2B Telecom EBPP & Analytics Continued •  Mobile Sales Innovation •  Customer Hub (UCM) – Enterprise Governance Manager •  CRM Desktop •  Open UI Enterprise-Grade •  Integrated CRM for Incentive Compensation CRM •  Deeper Support for Data Quality & Governance •  Optimized Order Mgmt •  Process-Driven CRM (Task Based UI/Workflow) •  High Availability Upgrade/GoldenGate •  CRM On Demand Integration – Hybrid Implementations 6 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.
  • 7. Siebel CRM 8.x Momentum Customers Working With Siebel CRM 8.x7 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.
  • 8. Oracle CRM Product Roadmap Siebel 8.1 Innovation PackSiebel 8.1 Innovation Pack •  RTD/Next Best Action •  Consumer Packaged Goods Quick Start •  Enhanced Integration with Fusion Middleware Siebel 8.1 Innovation Pack •  Advanced Order Management for Telco •  Connected Mobile Sales •  Open UI – Browser Independence •  Warranty Management •  MDM PIP’s 11.1 •  Siebel-InQuira Integration •  AIA 2.5.1 •  Customer Hub Exa* Benchmark •  Social Loyalty and Marketing •  ORS Integration •  Enhanced MDM Survivorship & X-Ref •  Customer Hub (UCM) 8.2 •  Enterprise Data Quality & Governance Siebel 8.2.2 •  Financial Services (Bank in a Box) •  Public SectorSiebel 8.2.1 •  Public Sector Social Services •  Deeper Loyalty for T&T and Retail CRM On Demand R19 Innovation Pack •  More Hospitality Event Operations •  iSales/Disconnected Mobile Sales (iPad) CRM On Demand R20 •  Contact Center on Demand •  Mobile – Enhanced iSales and CRM Desktop •  OPA Integration •  Deeper Life Sciences •  More Marketing and Sales IntegrationCRM On Demand R19 •  Enhanced Insurance, Financial Service and •  Connected Mobile Sales Automotive •  iPad Support Siebel 8.1 Innovation Pack •  More Integrated Marketing •  CRM Desktop (Outlook interface) •  CEM / ATG Integration •  Hosted Code (PaaS) •  Operations transparency – QOS •  Disconnected Mobile Sales (iPad) •  Cloud extensibility •  Incremental Deployment •  More Life Sciences, More Insurance •  Advanced Promotions for Telco •  Utilities Multi-Site Ordering •  Siebel DOO Integration Oracle eBilling 6.1Oracle Fusion CRM 11G R1 •  Integrated Self-Service •  Sales , Marketing, PRM, Incentive Compensation, Contracts, Oracle Policy Automation 11.0 •  WebCenter Portlet Support Customer Hub •  Device Independent •  Policy Workgroup Best Practices •  Extensibility •  Browser Experience •  Desktop Integration, Mobility •  Enterprise Policy Services •  Mobile Experience •  New Platforms: IE, Firefox, iPhone, Blackberry, Outlook •  Policy Analytics and Insight •  Synergy with Fusion Technology •  New Policy Modeling Hub Product 8 Copyright © 2011, Oracle and/or its affiliates. All rights reserved. Oracle Fusion Applications 11g
  • 9. Agenda •  Siebel CRM Roadmap •  Innovation Pack Strategy •  Innovation Pack Deployment •  Siebel Repository Strategy •  Upcoming Siebel Infrastructure Innovations •  Q & A9 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.
  • 10. Why Innovation Pack? OLD REALITY NEW REALITY•  Long release cycle •  Unlimited Innovation of new features Packs•  High cost of major •  Shorter release cycle upgrade •  Adopt innovations without upgrade10 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.
  • 11. Innovation Pack Strategy Goalsü  Go to Market Faster •  Ability to release more frequent application content on a stable platform •  Increase competitive advantageü  Early indication on ROI •  Smaller project with higher success rate •  Improved quality of final solution 11 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.
  • 12. What is an Innovation Pack? •  Aggregation of new functionalities and product enhancements •  Leverages the Fix Pack release schedule to deliver incremental innovations to Siebel customers •  Contains changes of repository, schema and Siebel seed data •  Additive schema changes only12 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.
  • 13. What is an Innovation Pack?•  One Innovation Pack release per year•  Targeted to releases •  8.2.2.x for Public Sector •  8.1.1.x for all other Industries•  Support all codepages, languages and database platforms•  Certify platforms and integrations via Fix Pack mechanism 13 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.
  • 14. Siebel CRM Investment Strategy Siebel 8.1.1 8.1.1 8.1.1 FP 8.1.1 FP 8.1.1 IP 8.x Siebel 8.2.2 8.2.2 8.2.2 FP 8.2.2 FP 8.2.2 IP 8.x14 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.
  • 15. Siebel CRM Investment Strategy Deliver Timely Additive Solutions Value That Are Easy To Adopt OBJECTIVES STRATEGY•  Continue Delivery of Value Add •  Add Innovations in 8.1.x and 8.2.x Innovations releases•  Provide Innovations More Frequently •  Annual Innovation Packs•  Adopt Innovations without Upgrading •  3 Fix Packs per year •  ~3 Year Major Release Cycle15 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.
  • 16. Paths to Siebel Innovation Packs Public Sector All Other Industries New Customers Installing Siebel 8.2.2 Installing Siebel 8.1.1 Existing Customers Upgrading to Siebel 8.2.2 Upgrading to Siebel 8.1.116 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.
  • 17. Lifetime Support Policy Release GA Date Premier Extended Sustaining Support Support Support Siebel 8.1.x Nov 2008 Nov 2016 Nov 2019 Indefinite Siebel 8.2.x CY 2011 Nov 2016 Nov 2019 Indefinite17 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.
  • 18. Agenda •  Siebel CRM Roadmap •  Innovation Pack Strategy •  Innovation Pack Deployment •  Siebel Repository Strategy •  Upcoming Siebel Server Innovations •  Q & A18 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.
  • 19. Innovation Pack Deployment Ease of Innovation Pack Uptakeü New innovations delivered through Innovation incremental feature package Packü No disruption to existing schema for customersü Automated tooling to merge innovations to customer central repositoryü Report configuration changes to help customers identify release scope19 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.
  • 20. Innovation Pack Deployment Deliver Tool for Quick Innovation Pack Adoption ü Merge the repository changes in an incremental manner ü  Repository changes ü  Additive schema changes ü  Siebel seed data ü Reduce manual steps needed to apply innovations ü Minimize overall end-to-endPrerequisite Incremental Repository Apply Schema Import Seed Post Merge uptake cost of InnovationSteps Merge Changes Data Tasks Pack 20 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.
  • 21. Business Benefits Siebel Innovation Packs•  Eliminates Full Upgrade •  Reduce upgrade effort •  Minimize uptake cost of Innovation Packs•  Less Intrusive •  Only objects changed in the incremental release will be touched in customer repository •  Reduce testing scope and effort•  Low TCO •  Faster deployment of application releases •  Increase competitive advantage •  Better user adoption21 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.
  • 22. Agenda •  Siebel CRM Roadmap •  Innovation Pack Strategy •  Innovation Pack Deployment •  Siebel Repository Strategy •  Upcoming Siebel Infrastructure Innovations •  Q & A22 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.
  • 23. Siebel Repository Strategy SEA FINS SEA SEA CG FINS SIA SIA CME SIS LS 6.x 7.0 7.x/8.0 8.1.1+23 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.
  • 24. Siebel Repository Strategy SEA & SIAApplications SEA ObjectsSIA Repository SIA Objects 24 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.
  • 25. Value Proposition Focusing on a single repository enables us to deliver more 1 application, platform and integration products to our customers 2 Shift to a single repository provides customers with broader set of features and functionalities Developing on a single repository reduces the overall 3 deployment and maintenance cost for customers25 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.
  • 26. Application & Repository Considerations •  Customers should download Siebel CRM Business New Customers Applications Release 8.1.1 from e-Delivery and (A customer purchasing and implementing implement SIA repository Siebel for the first time) •  Public Sector customers should consider implementing 8.2.x •  Existing customers can remain on their current Existing Customers applications (A customer with an existing Siebel •  Customers should consider upgrading to the SIA deployment) repository if customer plans to: •  Align with the future direction of Siebel applications designed on top the SIA repository •  Public Sector customers should consider Upgrading 8.2.x •  Integrate with Applications Integration Architecture (AIA), primarily certified on SIA repository26 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.
  • 27. SEA->SIA MigrationAll Non-Public Sector Customers: Upgrading to 8.1.1 Current  Release   Upgrade  Approach   Upgrade  Path   7.8  SEA   1-­‐Step  Upgrade   7.8  SEA  -­‐>  8.1.1.3  SIA   Apply  the  latest  8.1.1.x  FP   8.0  SEA   2-­‐Step  Upgrade            Step  1:  8.0  SEA-­‐>8.1.1SEA            Step  2:  8.1.1  SEA-­‐>8.1.1  SIA  Public Sector Customers: Upgrading to 8.2.2 Current  Release   Upgrade  Approach   Upgrade  Path   7.8  SEA   1-­‐Step  Upgrade   7.8  SEA  -­‐>  8.2.2  SIA   8.0  SEA   1-­‐Step  Upgrade   8.0  SEA  -­‐>  8.2.2  SIA   8.1.1  SEA   1-­‐Step  Upgrade   8.1.1  SEA  -­‐>  8.2.2  SIA  27 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.
  • 28. SEA->SIA Migration Schema Differences Siebel  Enterprise  Applica>ons  (SEA)   Siebel  Industry  Applica>on  (SEA)   Address data model is 1:M relationship Address data model is M:M relationship •  SEA to SIA migration will result in some SEA objects being obsolete. Re-configuration is needed for all Address related business components that are in use. •  Refer to ‘Upgrade Planning for Migrating Siebel Address Data’ section in Upgrade Bookshelf on how to manage Address migration28 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.
  • 29. Agenda •  Siebel CRM Roadmap •  Innovation Pack Strategy •  Innovation Pack Deployment •  Siebel Repository Strategy •  Upcoming Siebel Server Innovations •  Q & A29 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.
  • 30. Siebel Deployment Flow Siebel Customer Source/Dev Customer Target/Prod Base Release Installation • Software Binaries • Patch Binaries FP / QF Patching Binary Cloning • Server Server Configuration Configuration Delta Repository • Custom RepositoryInnovation Pack Schema Changes • Schema Changes Repository & • Siebel Seed Data Siebel Seed Data Customization • Customer Customizations Application Data Application Data Customer Functional Release Automation via EM or 3rd Party Tool 30 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.
  • 31. Siebel Server Deployment • Ease of Software/Patch1 Installation & Patching Deployment Host A Installation & - Software Binaries Patching - Gateway - Patch Binaries - Server Configuration - Siebel Server - SWSE 3 Server Deployment Host B • Ease of - Software Binaries Server - Patch Binaries - Server Configuration Configuration2 Server Configuration Host C - Gateway - Software Binaries • Ease of - Patch Binaries - Siebel Server - Server Configuration Server - SWSE Server Configuration Provisioning Deployment Target Environments 4 Oracle Enterprise Manager • Oracle EM Integration31 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.
  • 32. Siebel Server Cloning Solution •  Installation Cloning •  Siebel server cloning •  Enterprise cloning •  Patch Deployment •  Capture installation changes •  Apply changes to target environments •  Server Configuration Deployment •  Generate server configuration changes •  Migrate changes to target environments •  Integrate Siebel Deployment Procedure into Oracle Enterprise Manager32 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.
  • 33. Business Benefits Siebel Server Cloning•  Reduce total cost of operations of Siebel installation and patching•  Improve Siebel server manageability through faster and reliable server provisioning33 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.
  • 34. Siebel Diagnostics and Monitoring •  Performance Dashboard •  Drilldown/trending on transactions, server layers, KPIs, OM & DB metrics •  Improved Siebel Server Control •  Startup/shutdown/staggering, dependencies, connections, Enterprise profiles •  Improved Configuration Management •  Tracks/validates versioning, compatibility34 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.
  • 35. Siebel Diagnostics and Monitoring•  Improved Logging •  Better consistency, granularity, accessibility, content•  System Probes •  Automated detection/notification of connectivity, availability issues•  Health Checks •  SRB connectivity, AOM operating state/status, system queue tables35 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.
  • 36. Business Benefits Siebel Diagnostics and Monitoring•  Proactive administration of Siebel Enterprise•  Improved capture/analysis of meaning operational data•  Improved server and component availability•  Lower cost of administration36 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.
  • 37. Summary of Innovation Pack Strategy•  Unlimited Innovations Packs•  Shorter release cycle•  Adopt innovations without upgrade37 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.
  • 38. Q&A38 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.
  • 39. Stay Connected… Read   blogs.oracle.com/CRM   Watch   youtube.com/OracleCRM   Follow   twitter.com/OracleCRM   Join   facebook.com/OracleCRM   Learn   oracle.com/CRM   Use and Follow #OOW11CRM for LIVE UPDATES during the conference39 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.
  • 40. 40 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.
  • 41. 41 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.