Oracle Services Day 12.05.2010. Making the most of Oracle Services

Making the most of Oracle Services Slavko Rožič Director, Oracle Customer Services

Oracle Support Services Oracle Premier Support Advanced Customer Global Services Support Solution Priority Infrastructure Support Service Center Proactive, Advanced Automated Assessments Support Product Support & Testing Assistance Enhancements Business and Updates Assisted Lifetime Critical Services Support Assistance Ecosystem Technical Expert Support Account Services Management Customer/Partner Engagement Customer/Partner Premier Support OnDemand Management Renewals

Our Mission Customer Success Lower Total Cost of Minimize Business Higher Business Ownership Risk Value • Better systems • Eliminate business • Better software management disruption and single utilization • Less complexity points of failure + • Accelerate new + • Clear accountability • Enhance security product and and governance technology adoption • Leverage industry and Oracle best • Enhance speed and practices agility

How We Deliver Customer Success Customer Experience Automated Self-Healing Healing Preventive Proactive Personalized Reactive Collaborative Service Capabilities

Context Based Support IF WE KNOW WE CAN DELIVER Customer identification Break/Fix Willingness to use MOS Knowledge Transfer Customer configuration Analysis and Prevention IT task being performed Lifecycle Management

Oracle Premier Support – Innovation Unlimited Subscription To Future Product And Support Innovations Features Proven Benefits • More than U.S.$3 billion invested • More value for existing software investments annually in organic R&D • 6,000+ product enhancements • Investment protection for Oracle product provided annually, so you don’t have to customize the software • Embedded support • Evolutionary path for all products to • Cost reduction through Oracle Fusion Applications economies of scale • Supportability designed into the product DNA

Oracle Premier Support – Global Unmatched Global Scale The Challenge The Opportunity TheThe Value Opportunity Rapid Problem Resolution • 24/7 Mission Critical Support • 145 Countries, 29 Local Need for Higher Languages System Availability • 18 Support Hubs, 8,000 Support Professionals • Knowledgebase contains over Higher quality 800,000+ solutions for 3,000 support Largest Global Support products Infrastructure in the Industry Optimize all resource capabilities

Oracle Premier Support - Global Unmatched Global Scale Features Proven Benefits Global Support Infrastructure Award Winning • 145 Countries, 29 Local • Largest 24/7 Mission Critical Languages Support Infrastructure in the Industry Firsts Industry • 2008 – Embedded Product • 18 Support Hubs, 8,000 • Multi-vendor Support Support Support Professionals • 2007 – Services Industry Collaborative Support Leader • Knowledgebase contains • Direct Connection via the Web • 2006 – J.D. Power and over 800,000+ solutions for to Oracle Support Engineers Associates 3,000 products Global Customer Care Service Excellence Awards • Link to real-time nontechnical • 2008- Service Innovation • 97% of issues resolved business issue support Award through the knowledgebase • 2008- Black Book Top 50 Knowledge Management Best • Up to 30% faster problem • Guided Search – Increased • 2007 – Best Value Added diagnosis and resolution Search precision for faster Support with Collaborative Support problem based searches • 2007 – Best Knowledge • Guided Resolution – Solution Management • First Enterprise Software recommendation through • 2006 – Multi-Vendor Support diagnostic collection and provider to receive global analysis certification under J.D. Powers and Associates

Oracle Premier Support - Proactive Next Generation Support Platform Provides Simplified Support The Challenge The Opportunity TheThe Value Opportunity Controlling IT costs My Oracle Support • Highly personalized support and improving experience with My Oracle productivity Support configuration management Lowering risk and • Web 2.0 Support communities meeting SLAs • Advisor Webcasts • 500+ support tools to address Managing product the solutions lifecycle alerts, patches, and enhancements Maintaining • Personalized consistency across • Proactive Oracle systems • Collaborative

Oracle Premier Support - Proactive Next Generation Support Platform Provides Simplified Support Features Proven Benefits Next Gen Support Change Management • My Oracle Support Portal • Change Assistant (PSFT/JDE) • Security & Product Alerts • Change Impact Analyzer • Healthchecks (PSFT) • Reduced time to apply • Oracle Configuration Manager • Setup Manager (PSFT) • Application Deployment Mgr CPU by 80% Web 2.0 (Siebel) • Support Communities • 40% faster service • OTN Forums Performance Management request resolution • Oracle Mix • BEA Guardian • AskTom • Database Performance ( • 30% faster service • OracleCommunity.net LTOM, OSW, HangFG) request creation • UserGroups • SQL Tuning Scripts (PL/SQL Profiler, TRCANALYZER, • 25% problem avoidance Embedded Diagnostics for DB SQLTXPLAIN) • 11g Database Control • Performance Monitor • 25% productivity • 11g Health Monitor (PSFT/JDE) increase in IT staff • 11g Fault Diagnosability • Remote Diagnostics Agent • 500+ tools on One Oracle EBS Diagnostics Upgrade Management • Application Setup Integrated Support • 10g and 11g Upgrade • Application Activity Companion Platform • Application Data Collection • Maintenance Wizard (EBS) • R12 Resource Center • Upgrade Wizard (Siebel)

Oracle Premier Support – Lifetime Upgrades always included at no extra cost Features Proven Benefits Lifetime Support Applications Unlimited • Most Comprehensive Support • Oracle’s commitment to Policy in the Industry. protect, extend, evolve existing • Business Strategy Drives applications • Upgrades, including major Upgrade Strategy • Continue to derive value from architectural shift, always • No Forced Upgrades your existing Oracle included at no extra cost • Simple and Predictable investments and applications. • Benefit from world-class • Sustaining Support is Forever Premier Support Stage support, research and and Included at no extra cost • Provides support for Oracle development Database, Middleware, • Tax, legal, and regulatory Applications for 5 years from their general availability date. Fusion Applications updates included Years 1-5. • Upgrade rights include Oracle • Platform certification of new Fusion Applications for licensed Extended Support Stage customers product enhancements • Provides an extra 3 years of • Will combine best-of-business support for specific Oracle capabilities from all Oracle releases for an additional fee. Applications into a complete Years 6-9. suite • Delivered on Oracle’s open Sustaining Support Stage technology • Provides support for as long as you license your Oracle products. Years 10 – forever.

Oracle Premier Support- Complete Support For The Complete Oracle Stack Across The Solution Lifecycle The Challenge The Opportunity TheThe Value Opportunity Work cooperatively • Oracle Premier Support across more than 70 across several IT acquisitions vendors • Coverage for complete Oracle technology stack Manage IT across • Integrated support across the the globe solution lifecycle • Enterprise-level Linux support • Joint Escalation Teams with IT partners Rising cost of multi- • Oracle VM support vendor support Integrated support from infrastructure to apps across the lifecycle

Value Oracle Premier Support features Lower Cost, Minimize Risk, Drive Value

Leverage Oracle Support Investments Today Tools and utilities designed to help isolate and resolve customer problems quickly • Support Portal – My Oracle Support • Support Tools – Tools, Diagnostics, Scripts • Support Resources – Web 2.0 technologies – Plug-Ins and Add-ons • Support Education • Support Advanced Customer Services • Support Best Practices

Are You Getting Full Value From Oracle Premier Support? Yes No Have you used diagnostic framework? Do you upload your configurations? Do you use My Oracle Support? Do you use healthchecks, patch advice or knowledge base? Do you use the enhanced SR workflow? Are you using powerview to drive a more personalized, relevant experience? Are you using Oracle support communities to quickly find information? Are you using the supportability tools to troubleshoot or test systems proactively? Do you participate in Advisor Webcasts, hosted by Oracle Support and product experts?

Oracle Customer Success Assessment

New: Oracle Customer Success Assessment Get more value from your Oracle investment with Customer Services • 15min Online Survey on 5 Domains – Strategy – Process Oracle Customer Success Assessment – Technology – People – Governance • Personalized Benchmark Study – Compare your results to peers – Advice on 25 good practice areas – Recommended actions to take – Oracle services to assist in practice improvements • Navigate Oracle’s service catalog – Complete portfolio of services across the solution lifecycle (ITIL) on oracle.com Start Now: www.oracle.com/goto/customersuccess

Oracle Customer Success Assessment Personalized Report •Detailed Recommendations: • Good Practice • Personalized Next Steps •Comparison with your peers •Premier Support Features and other customers services •Customer Success Stories

Oracle Support Services Oracle Premier Support Advanced Customer Global Services Support Solution Priority Infrastructure Support Service Center Proactive, Advanced Automated Assessments Support Product Support & Testing Assistance Enhancements Business and Updates Assisted Lifetime Critical Services Support Assistance Ecosystem Technical Expert Support Account Services Management Customer/Partner Engagement Customer/Partner Premier Support OnDemand Management Renewals

Advanced Customer Services - ACS dedicated to the continual operational improvement of Oracle environments. • Database (incl SAP vers.) • End users • Middleware (incl BEA) • OCS Every product • Applications Every partner • System Integrators • Industry specific (Portal…) • Outsourcers • Telecommunications Every Industry • Financial Services • Public Sector Every geography• Global but geographically structured • Others • 700 experts in EMEA (about 140 in • 800+ customers in EMEA (100+ in EE&CIS) EE&CIS) with access to 14,000 service • Doubled in size in 2 years professionals and 20,000 developers

ACS contribute to Customer Success 1. ACS help reducing customers costs • Proactive issue avoidance • Maximum system and faster time to resolution availability • Productivity improvements • Reduced risk and • Optimized system complexity of change performance Athens International Airport Increases System Performance by 800% and Cuts Support Costs by 30% “Oracle Advanced Customer Services’ predictable, flexible roadmap significantly cut our risk for migrating to a virtualized, high-performance environment that will underpin our growth as a world-class international airport.” Nikolaos Palavos, Head of IT Systems and Operations, Athens International Airport

ACS contribute to Customer Success 2. ACS customers have less product issues – Proactive activities Out of 159 Critical Accounts in CY08: – Reactive activities • 92% didn’t have ACS covering their products • the remaining 8% that had an ACS contract appreciated a 37% shorter resolution time Achievements: “Oracle Advanced Customer Services has enabled us • Improved overall system stability and performance by to build a change-focused, user-centric infrastructure 30% that delivers the highest availability, security, and • Centralized and automated monitoring of IT performance for the business-critical processes that infrastructure and processes onto a single console drive our competitive advantage.” • Provided optimal support and stability for critical Amir Salihovic, IT Manager business processes

ACS contribute to Customer Success 3. ACS contribute to accelerate IT efficiency and competitiveness of our customers • Helping them to move safely and quickly to new product versions and use all the product features • Supplying the best operational expertise • Giving access to Oracle IP by a direct link with GCS and Development “ACS recommended us to upgrade our Siebel implementation to the latest version but this recommendation was met with strong objections from Accenture on the grounds of risk. ACS successfully convinced us to upgrade and by doing so, reduced the cost and time to market of the new release’s functionality.” James Harkin, Vodafone UK

ACS contribute to Customer Success 1. ACS help reducing customers costs 2. ACS customers have less product issues (and there’s someone other than you working on them) 3. ACS customers are the most satisfied Oracle customers 4. ACS accelerate IT efficiency and competitiveness of our customers 5. ACS build a reliable and long lasting relationship with customers

Oracle Services Day 12.05.2010. Making the most of Oracle Services

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