Key Message:We are a Service and Support organization. We our in our client’s mission critical environments every day. We see first hand, what they are experiencing and what they want to do both tactically and strategicallyOur top customers continually emphasize the need for:High resiliency of their IT infrastructuresManaging Risk: Many angles – a. identifying problems in the stack/avoiding downtime / b. Security / c. ComplianceCustomer example here….Slide notes:100% Availability: More systems are mission critical: banking, healthcare, federal, financial services. Risk of PR damage from downtime is a significant concern.Agility: IT leadership must have the ability to respond quickly to demands of business unit requests.Innovation: Innovation directly impacts ability to respond to business objectives. Key innovations we are helping clients with include: Problem Avoidance (Proactive support) Private Cloud strategiesManaging Risk Data management and security
Oracle Services are designed work together seamlessly with Oracle hardware and software products to enable the success of your Oracle investments - throughout your IT lifecycle - and across the complete Oracle stack.
When our customers engage Oracle and leverage the expertise of Oracle Services, new product and technology adoption is accelerated. IT complexity is reduced and risk is minimized with mission critical uptime and proactive and preventive maintenance. Customer IT infrastructures are more current - and more strategic - allowing for continuous improvement and the realization of the full value of the hardware and software investments. Not surprisingly, customers are more satisfied.
So why Oracle? You’ve likely seen our financials, you know we are pervasive in the top industries, have 380,000+ customers across 145 countries, an extensive network of partners, and 108,000 employees. What you may not realize is our extensive investment in R&D – more than 4.5B in FY11 – and our depth of expertise. We have more than 32,000 developers and engineers, 18,000 support personnel, 17,000 consulting experts, and over 1.5 million students trained annually. And all of this innovation and investment is focused exclusively on Oracle technologies.
So what does our investment mean for you. As a result of our exclusive focus on Oracle software and hardware technologies – as well as our 70+ acquisitions to date - we have a unique combination of diverse product knowledge as well as deep expertise. Our experience has helped thousands of customers across the globe optimize their Oracle investments. And only Oracle has the demonstrated executive leadership and investment in a unified customer support experience - across the entire stack – all backed by extremely skilled people with an average tenure of over eight years.
Each business process transformation requires careful analysis and consideration to ensure that the optimal resources, tools, and technology are being deployed. Oracle Consulting has extensive experience in working with companies in each stage of the transformation including business case planning, strategy and roadmap planning, process transformation, total cost ownership measurement and optimization. Oracle Consulting is tightly integrated with the rest of the Oracle teams including Product Strategy and Development, as well as Oracle Support, and our optimum shore approach enables best-in-class global service delivery to allow flexible and optimal partnering with our customers whether supporting or acting as the lead on large initiatives or seamlessly complementing other consulting partners. Additionally, we are also the leader in Oracle Certified consultants, ensuring that you always have the best consultants in the industry.
When selecting the hardware and software that runs your business, it’s important to consider the ongoing support and evolution of that IT solution. At Oracle, we believe that complete support is an essential element of customer success. Oracle Premier Support offers complete support for software, server, and storage investments. Our unique approach promotes consistent, high-quality support across all hardware and software assets, backed by unparalleled investment in product and service enhancements so you maintain business strength and competitiveness over time. And ultimately our simple, more integrated approach to enterprise IT support yields better business results. At Oracle, we understand the mission-critical nature of your IT investments and that providing great customer service is as important as providing great products. That’s why we invest so heavily in proactive support tools, and it’s also why we have built a global support organization of over 18,000 people spanning 145 countries—an organization that was already the world’s largest software support team when Oracle acquired Sun Microsystems, adding thousands more systems and software experts. Since service quality is our priority, when you contact us for help, you work directly with an Oracle product expert, not someone in an outsourced call center. All these support professionals have just one focus: to drive the success of our customers’ Oracle investments. And only Oracle places so much emphasis on technology-enabled problem prevention and performance optimization and includes it in standard support coverage. The My Oracle Support platform delivers a web-based, personalized and proactive support experience through a single point of entry and integrated dashboard. With access to hundreds of health checks and patch recommendations based on your unique configurations, you can isolate and resolve problems during implementation, production, and upgrades. Tailored knowledge management and guided search capabilities enable you to quickly locate relevant articles and technical information, and with ongoing exchanges of knowledge with a collaborative network of Oracle support specialists and industry peers, you’re equipped with the information and best practices you need to proactively maintain and optimize your Oracle solution over time. In fact, customers using My Oracle Support have reported up to 25% problems avoided, 40% faster problem resolution, 30% faster service request creation, 97% of problems resolved quicker with targeted knowledge, and 80% more efficient patch management.
A global organization within Customer Support Services, ACS provides Tailored Mission Critical Support servicestomaximize availability, accelerate return on investment, and optimize performancefor customers with complex IT requirements. Advanced Support Packs which combine unique Oracle Development & Advanced Support expertise with Oracle tools & best practicesAdvanced Support Engineers to provide highly proactive & preventive supportwith diagnostic and monitoring tools to anticipate, identify and remediate issues for all Oracle mission critical systemsAnd Strategic Support relationshipsfocused on collaborative, long term partnerships
Oracle University classes are created and taught in collaboration with Oracle Product Development teams so there is up-to-date curriculum released with each product for unsurpassed accuracy and relevance. We offer flexible options to learn anywhere at any time, and with our extensive global training programs and extended partnerships we are able to maximize the range and reach of the courses and locations offered. Oracle University is committed to providing students with a world-class training experience, developing curriculum to match IT job roles and creating customized learning paths for product focus areas. In fact, we are so confident of your success that we back up your training with our 100% Student Satisfaction Program. No other IT training organization has a similar guarantee.
Oracle On Demand provides premier Cloud Services for Oracle software and hardware. By enabling over 5.5 million end users to increase their productivity and gain competitive advantage, Oracle is a recognized leader in delivering a superior ownership experience. Our ISO 27000 certified security processes, automation, and a world-class organization provide protection over systems and sensitive data to ensure all security and regulatory requirements are met. And, with a “pay for what you use” and global sourcing model, you have the scalability and choice to deploy your software based on your own specific needs and budget requirements. Hosted and Managed Applications and Software-as-a-Service (SaaS) deployment models are currently available. Both offerings allow your business to move the cost of hosting and managing your Oracle investment from a capital expense to an operating expense, thus freeing up more capital dollars for revenue-generating (or strategic) projects.
Transcript of "The Services story - Chris Hill, Oracle "