vishalgovil                         Understanding Siebel Upgrade




     Understanding Siebel 8.0 Upgrade and
           ...
vishalgovil                                        Understanding Siebel Upgrade




Understanding Siebel Upgrade
Why Upgra...
vishalgovil                                         Understanding Siebel Upgrade


The new enhanced features like task-bas...
vishalgovil                                        Understanding Siebel Upgrade

                      .

Usability – When...
vishalgovil                                        Understanding Siebel Upgrade


Siebel 8, with customer facing web servi...
vishalgovil                                             Understanding Siebel Upgrade


Siebel 8 is bundled with features t...
vishalgovil                                              Understanding Siebel Upgrade




Have you identified the
external...
vishalgovil                                       Understanding Siebel Upgrade


aiming to align with the market trends an...
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Dinesh Wp Understanding Siebel 8.0 Upgrade And Need For It

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Understanding Siebel 8.0 Upgrade And Need For It

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Dinesh Wp Understanding Siebel 8.0 Upgrade And Need For It

  1. 1. vishalgovil Understanding Siebel Upgrade Understanding Siebel 8.0 Upgrade and Need for it Dinesh Chandrasekar Practice Head – Siebel CoE dinesh.chandrasekar@sierraatlantic.com 1
  2. 2. vishalgovil Understanding Siebel Upgrade Understanding Siebel Upgrade Why Upgrade? Every application upgrade an organization undertakes is an attempt to catch up with the growing demands of stakeholders to make the application serve them. The nature and complexity of the upgrade is a function of the gap between what the application currently provides, and what is expected of it in the near and mid term. The nature of the upgrade is also a function of the context in which the current application exists today. This context is defined by several factors like the extent of customization, the number of integration points, the age of the application, the business processes being followed, and the product roadmap of the product vendor , and so on. The need gap and the context go a long way in answering questions like – What version should I upgrade to? Do I need functionality enhancements? Do I need to rebuild my screens? What about user adoption? -- These questions and more like these, present a range of choices and decisions to be taken around a Siebel Upgrade. An Upgrade, without doubt, is a great way to access the enhanced functionality ofSiebel‟s latest offering, which in turn can result in great customer service, effective marketing, and result oriented sales performance. As the world‟s foremost CRM solutions provider, Siebel is finding innovative ways to make its products better and more effective, by applying features like analytics, service capabilities, and industry focused solutions to its new releases. It is therefore logical for any organization to make the most of it, by adopting the latest solutions to derive business value. However, on the flipside, a complete upgrade can take months to scope out, authorize and deploy, and can cost thousands of dollars. So it is important to completely understand Siebel upgrades and realize the upgrade objectives to the fullest. A good starting point is to understand why organizations upgrade in the first place. A Business Case for Upgrading to Siebel 8.0 Siebel 8.0 offers several enhanced features and best practices in the horizontal application space as well as industry specific solutions (like automotive, communications, financial services, Hi-tech, Life Sciences to name a few). While all the featured enhancements may not directly be relevant to an organization‟s current business processes, an upgrade is often an effective way to future-proof the application capabilities to meet growing business needs over the next couple of years. In this context, with Fusion CRM, which is a best of the breed consolidation of all the CRM products from the Oracle family, organizations will find themselves with multiple benefits. Siebel would be the cornerstone of Oracle‟s CRM initiatives in the Fusion era, while the basic architecture for Siebel 8.0 would not be completely different from Siebel 7.7 or 7.8. Further, organizations can experience substantial productivity benefits by having the database and application server running on a single platform, by choosing to leverage current Oracle Fusion middleware and database options. 2
  3. 3. vishalgovil Understanding Siebel Upgrade The new enhanced features like task-based UI and enterprise search capabilities are few of the compelling reasons for considering a Siebel 8.0 upgrade. In addition, an enhanced product feature set offers the additional advantage of reducing application maintenance costs (by providing more out-of-the-box functionalities vis-à-vis customizations) and consequently improved application performance and user productivity. It would become increasingly expensive for organizations to run their applications prior to Siebel version 7.5.x; infrequent product updates and stoppage of support for operating system and database from third party vendors being two important reasons. In this context, aligning the organization‟s applications and platforms with the currently supported versions assures a high level of support commitment and in turn reduces operational costs. Why upgrade to Siebel 8? This is a very important question because the answer to this lays the foundation of the approach towards a Siebel 8 upgrade. This also defines the metrics on which the success of an upgrade can be measured, once the upgrade is complete. If, however, there is no articulate answer to this question at this point, browsing through the following sections will provide you clear insights to arrive at a decision for an upgrade. We have observed that enterprise customers can typically upgrade to Siebel 8 for the following reasons. Functionality - When the customer’s business demands deeper functional features. This probably is the most common and most obvious reason why Siebel users upgrade. The new features are typically viewed as a need by the customer, because the current version does not support a specific business process effectively, or it could be a fresh business possibility that is “discovered” because the new version has something very compelling to offer. For example, prior to Siebel sales 8.0, sales representatives and managers could either view forecasted revenue and product quantity line-by-line or the total revenues and product quantities for the forecast period. The details were difficult to manage, especially in cases of large numbers of opportunities and the Summary view did not provide enough details. With the new product quantity forecasting functionality, provides more granular forecasting schemes for sales managers to easily view product revenues and quantities grouped by different dimension such as product line or product which provides a greater insight into how the total product revenue and quantity are aggregated – enables companies to understand the future demand for their products at product level. Adoption of best practices – When the customer wants to adopt Industry Best Practices and is looking for a solution to enable that This is especially true when upgrades happen to industry-specific solutions.Siebel has invested significantly in creating industry-specific solutions that are exclusive to the specific business area .For example, Siebel 8 introduces new significant enhancements designed to optimize territory realignments and clinical trial activities specific for pharmaceutical industries 3
  4. 4. vishalgovil Understanding Siebel Upgrade . Usability – When the customer’s business users can do more with enhanced usability The extent to which an application is able to deliver value is dependent on the value that is derived out of the application by the business users. This is a usability function of the application -- in terms of how easy it is to perform a task through the application. A lot of enhancements made to Siebel 8.0, both functional and technical, primarily focus on reducing TCO, thus improving ROI. This is a leading indicator of user adoption. The Siebel 8 new release accelerates user adoption, enhances business responsiveness and delivers increased value to the enterprise with a new task-based user interface, enterprise search capabilities, Business rule engine used to replace complex scripts with simple business rules and embedded intelligence, driving real-time insight at the moment of customer interaction. Total Cost of Ownership – Performance and Scalability Improvements Siebel 8.0 includes several enhancements to the Siebel Enterprise server infrastructure, to significantly reduce hardware resources to support all sizes of deployments, which in turn drives down the Total Cost of Ownership (TCO). These new enhancements such as effective management of Siebel server shared memory and sophisticated database connection pooling, enables effective utilization of the CPU and frees valuable database server resources, delivering better scalability with the same hardware and improving DBMS server TCO (reduction in DB connection by 20 – 40 per cent, as compared with prior Siebel 7 releases). In addition to this, the enhanced features like fix and go which increases the productivity of the developer and the new task -based user interface significantly contributes in standardizing the business processes across the organization and reducing the training cost as well. Customers who have Siebel 8 with Oracle 10G RAC, can start with a modest configuration consisting of 1 or 2 nodes and expect good scaling with each node added. For Example, scaling from a single database node to a two-node configuration results in 80% scaling with minimal change in average response per transaction. The 4-node configuration delivers the same 80% scaling versus the single node configuration. Who should Upgrade to Siebel 8.0 and Why? Customers using Siebel Version 7.0.4 and below: Siebel 8 features more advanced functionalities and enhanced out -of-thebox business processes which reduces the customization enforced in the versions 7.0.4 and below. Current Siebel 7.0.x customers facing difficulties with user adoption, screen navigation, or general usability should consider themselves prime candidates for upgrading to 8.0. Unlike prior versions of Siebel 7.0.x, which are deployed as fat clients, by using Siebel 8, which is a zero foot print deployment, customers can save on huge costs that involves hardware and software resources. Besides, the need for application maintenance through complex customization and extended support fee for the unsupported vendor products is evaded. Especially for the versions prior to Siebel 7.0.4, the maintenance and support fee is comparatively higher as the complete platform (O/S, Database & Apps) is only covered under the extended support category. Enhanced security is enabled in Siebel 8.0 through single sign on feature, which ensures authentication to the users in a more secure manner. It also enables an organization to maintain consistent security policies across applications. 4
  5. 5. vishalgovil Understanding Siebel Upgrade Siebel 8, with customer facing web services model, offers customers the ability to ensure readiness for fusion CRM. Also, with its dynamic features and in built intelligence through enhanced business processes customers can take the full advantage of their CRM application. For customers running on Siebel 7.0.x or lesser, the initial investment for the upgrade could be on a higher side, primarily because of the overall hardware and software upgrades, and the Siebel 8.0 upgrade itself requires a two step approach, viz. Step 1: Upgrade to Siebel 7.8 Step 2: Upgrade Siebel 7.8 to Siebel 8.0 Customers using Siebel Version 7.5.x: Out-of-the-box Siebel 8.0 provides robust functionalities and best of breed industry specific business processes, which can meet common business requirements, thereby avoiding „reinvention of the wheel‟ usually achieved through complex customizations. For example, customers using order management functionalities with complex customizations can be benefited by upgrading to Siebel 8.0 to leverage world-class order management functionalities enforced in the application. Siebel 8.0 extends SOA support further by taking high-value application engines and exposing their flexible component functionality as Web Services. As an example, Siebel 8.0 delivers several new pre-built Web Services for critical business functionality areas such as Customer Order Management, wherein customers can take advantage of these SOA infrastructure enhancements to improve cross-functional business processes as well as support a custom or composite user interface. Siebel 8 is better scalable to accommodate more number of users with the same hardware due to better management of shared memory in the Siebel Servers and mature database connection pooling. This results in significant cost savings for organizations going for global deployments. Note: Customers running on Siebel 7.5.x upgrade directly to version 8.0. Customers using Siebel Version 7.7 and above: Siebel 8.0 features "industry specific solution sets," pre-bundled best practices, which ensure that the most common business processes are met using the out-of-the-box application. The central facet of Siebel 8.0's shored up functionality is its task –based user interface, which will be specifically used to support either casual users or for handling more infrequent tasks where users tend to struggle. This will reduce training and help-desk costs in supporting user adoption. Change management is another main focus area. Siebel 8 features a drag and-drop environment that requires no coding. This feature allows line-of business personnel to create and manage business rules in real-time. As for search enhancements, Siebel 8 provides New and enhanced search capabilities which improves the usability, information discovery and enhances end-user productivity through the ability to retrieve information both in and outside of the CRM application. Siebel 8.0 enables customers to effectively use SOA to rapidly compose applications that cross areas of business, technologies and data stores. Furthermore, with the extended Web UI DDK, like the pre built web services, developers can now create custom Web user interfaces displaying Siebel 5
  6. 6. vishalgovil Understanding Siebel Upgrade Siebel 8 is bundled with features that make the business cycle relatively easier than ever. We‟ve listed out a few: Business Rule Engine Centralized Read / Write Audit Trail Administration Extended integration with Microsoft Products Siebel Customer Data Integration Enhanced Siebel Mobile Solution QUESTIONS DESCRIPTION Have you prepared Siebel It is a very good idea to have one that represents CRM‟s baseline Upgrade business plan? regardless of whether management requires such a document. What are the business You should perform a detailed analysis on what exactly are the main drivers for a decision to drivers for going in for an upgrade – is it corporate driven, or contract upgrade to 8.0? driven, or to take advantage of new features, reduce operational costs etc? Is it really worth investing If your organization plans to continue using Siebel for the next 2-3 in an upgrade to Siebel 8.0? years, with an acceptable and tangible return on investment, it definitely justifies an upgrade, since you will be able to take advantage of the advanced functionalities, availability of new technology, and a clear and easy migration strategy to Fusion. Have High level business Siebel Upgrade this activity should be separate from the formal requirements been defined? developments project for two reasons: ther the Upgrade program moves forward available during the upgrade process Have success metrics been This is required to measure the success of upgrade? Although many established? companies don‟t require success metrics to be implemented, they‟re an effective safety net for after the system is upgraded Is the expected user This would help build a consensus on how you want the users to behave behavior agreed differently is important. upon? Can you map the new Customer data is complex more often than it‟s straightforward.This functionality to upgrade usually means defining data requirements along with solution? business requirements. At some point you‟ll need to know whether future business requirements could be implemented in the upgraded version 6
  7. 7. vishalgovil Understanding Siebel Upgrade Have you identified the external system interfaces To enable consistency in the application interface with other external and is there an integration systems before and after the upgrade plan? Do systems of your The user IT infrastructure (desktop applications, OS, Browser) upgraded Siebel users Needs to be compatible with the new version support the new version? Has the hardware sizing This is important from both the perspectives of procurement as well as being done? cost discovery. Are you facing increased Earlier versions cost higher to support because either the vendor has support costs because of discontinued support or the customized applications are expensive to using a Siebel version 7.0 or maintain or enhance. Siebel 8.0 with its out of the box functionalities earlier? and committed support from Oracle, assures customers of continued support and a lower operational cost. It would be a sensible option to upgrade to 8.0 since it provides a migration path to Fusion, if eventually needed. Have you done extensive Many end-user functionalities and administrative tasks as well have customization on your been enhanced in 8.0 thereby reducing the need for customizing the Siebel application and application and leveraging out of the box functionalities to a large facing application support extent. issues? Have you done an The organization should involve the IT support teams, key stakeholders, application audit and and third party consultants (if needed) to analyze and confirm that analysis to justify going for Siebel 8.0 does contain added functionality which complements their an upgrade? current or proposed business processes, and would be possible to implement with a positive ROI. Although this is not a comprehensive checklist, it does cover the most Important elements on which organizations can assess their Siebel upgrade readiness. Conclusion Siebel 8.0, OOTB provides enhanced functionalities based on customer driven best practices and offers greater value for the business with its enhanced features and capabilities. By upgrading to Siebel 8.0, customers can be assured of maximum returns on their CRM investment. Siebel 8 offers 366 enhancements that extend Oracle's investment in industryspecific CRM and enables companies to propel business growth through customer- driven business transformation. Apart from the various benefits which have been discussed in the earlier sections, Siebel 8.0 is the only version to move forward to fusion CRM. Hence organizations using Siebel CRM 7
  8. 8. vishalgovil Understanding Siebel Upgrade aiming to align with the market trends and having a roadmap to fusion CRM should consider upgrading to Siebel 8. Siebel 8.0 and the move to Fusion Organizations considering an eventual migration to the Oracle Fusion applications should upgrade to a version of Siebel that will be supported through 2012 when the Fusion applications are expected to mature to the point where they match Siebel 8.0. The most compelling reason to move to Siebel version 8.0 is that to upgrade from Siebel to Fusion CRM, customers will have to be on Siebel 8.0. Oracle Fusion will be a combination of the most mature/appropriate modules of the applications owned by Oracle. Migration from later versions of Siebel CRM (version 8.0 and future 8.x releases) to Fusion will also be easier than earlier releases. Some of Oracle’s key initiatives while moving towards Fusion CRM would involve: Certifying applications and upgrading them on Fusion Middleware. Delivering packaged composite applications and processes. Developing CRM Fusion Applications using Fusion Middleware tools. (SOA enablement) Focusing on Siebel CRM as the primary design point. According to Gartner, “By 2010, 80% of Oracle's Fusion CRM application functionality will be based on Siebel CRM functionality”. Oracle will continue to enhance Siebel 8.0, Oracle EBS r.12 and PeopleSoft Enterprise 9 beyond the introduction of Fusion CRM as part of its "Applications Unlimited" initiative. The enhancements will include further service enablement of these applications, including coarse grained services; although Oracle has not stated that these services will match the Fusion CRM business service definitions. 8

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