Corporate overview the services story

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"Oracle Customers Services Day." …

"Oracle Customers Services Day."
Estonia, Latvia, Lithuania. Nov.2011

Panteley Davidov and Robert Ciobotea

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  • 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 StoryPanteley Davidov, VP EMEA Systems SupportRobert CioboteaSen.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 SPENDINGDISTRIBUTIONWHAT IFIN 2010YOU COULDCHANGETHE 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