Hyperion SupportNet™ Your Virtual Hyperion Help Desk


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Hyperion SupportNet™ Your Virtual Hyperion Help Desk

  1. 1. Hyperion SupportNet™Your Virtual Hyperion Help Desk Emil Fernandez General Manager Perficient
  2. 2. About PerficientPerficient is a leading information technology consulting firm serving clientsthroughout North America.We help clients implement business-driven technology solutions that integratebusiness processes, improve worker productivity, increase customer loyalty and createa more agile enterprise to better respond to new business opportunities.
  3. 3. Perficient Profile Founded in 1997 Public, NASDAQ: PRFT 2011 Revenue of $260 million Major market locations throughout North America — Atlanta, Austin, Charlotte, Chicago, Cincinnati, Cleveland, Columbus, Dallas, Denver, Detroit, Fairfax, Houston, Indianapolis, Los Angeles, Minneapolis, New Orleans, Philadelphia, San Francisco, San Jose, Southern California, St. Louis and Toronto Global delivery centers in China, Europe and India 2,000+ colleagues Dedicated solution practices 87% repeat business rate Alliance partnerships with major technology vendors Multiple vendor/industry technology and growth awards
  4. 4. Perficient and OracleOracle Platinum Partner – Specialized on the latest Oracle product platforms andtechnologies, Perficient offers expertise across six Oracle pillars: Oracle ERP Oracle EPM Oracle CRM/CX Oracle Business Intelligence Oracle Tech Oracle HealthcareOracle Certified Education Partner – Certified to deliver the official Oracle coursecurriculum to customers via onsite training classes. Perficient owns and operates anOracle Approved Education Center in partnership with Oracle University.Oracle Authorized Reseller – Certified on Hyperion licensing and pricing, authorizedto resell Hyperion licenses and maintenance contracts
  5. 5. Our SpeakerEmil Fernandez • General Manager of Perficients national Oracle EPM practice • A 16-year industry veteran, Mr. Fernandez founded Kerdock Consulting, a regional provider of Business Intelligence and Enterprise Performance Management solutions for Fortune 500 and mid-sized clients. • Prior to founding Kerdock, Mr. Fernandez served as President of the Enterprise Solutions Group at Optivelo Corporation and as a Senior Manager at Tennyson Group.
  6. 6. Hyperion – Increasing Complexity 6
  7. 7. New Hyperion Implementations • Consultants build it • Knowledge transfer • Troops pull out 7
  8. 8. Hyperion Administrator – A Rare Gem• Unique skill set• Hard to find• Expensive• Turnover• Staff for peak demand 8
  9. 9. Staff to Peak Demand Financial Close Staff to this levelDemand Day 1 Day 30 9
  10. 10. Cost to Maintain a Hyperion System *• 1 – 3 FTEs • Technical, functional, Planning, Essbase, HFM, DRM, etc… • Primary and backup resources • Cost of training, benefits• $100 - $300K per year• $8,000 - $25,000 per month* Personnel only, excludes hardware/software costs 10
  11. 11. Introducing Hyperion SupportNet™Hyperion SupportNet™ Your Virtual Hyperion Help desk 11
  12. 12. SupportNet™ - OverviewPerficient’s SupportNet™ is a comprehensive and fully configurable (up to 24x7) service offering that provides reactive and proactive support for your Hyperion applications.Configurable and Scalable Reliable and FlexibleYou “pull the levers” to adjust cost and coverage. Number of monthly tickets, committed task Perficient is a US company with deep hours, etc. are custom built around your technical and industry expertise in the US applications. and throughout the worldNumber of committed ‘Monthly Support Hours’ Price per ticket versus hours necessary for based on demand and need resolution creates budget control.Hours of support (can range from normal business Support team can be 100% US based or a hours to 24x7) blended multi-shore team to best meetResponse / update / resolution times configurable your requirements on security, time-zones to severity levels and English proficiencyTicketing, IM and phone communication options 12
  13. 13. Hyperion SupportNet Components The web based Ticketing System maintains budget Our Scheduled Tasks manage growth Pro-activemonitoring findsproblems before they become tickets 13
  14. 14. Maintenance, Remodeling, and Repairs
  15. 15. Proactive Monitoring• Run tests and review logs to reveal potential issues that can be resolved before they become major problems.• Typical pro-active monitoring tasks: • Monitor capacity utilization (disk usage, DB space) • Review batch processes • Backup Status Monitoring • Monitor tablespace/log files for repositories • Merge/Purge Log Files 15
  16. 16. Scheduled Tasks• Pre-approved engagements that involve support to current operations or configuration changes that enhance performance and user productivity. • Hyperion Functional Work • Impact assessment of new functional process additions/modifications • Functional enhancements • Application Modifications • Hyperion Technical Work • Upgrades and migrations • Modifications to scripts, data loads • Lifecycle Management • Synchronizing environments 16
  17. 17. Web-based ticketing system• Submit, track and review ticket history/status• SLA-based reporting and heuristics 17 Copyright Perficient Inc. 2012, All Rights Reserved
  18. 18. Features & BenefitsFeatures • Monthly fixed fee (12 or 24-month contract) • Contract includes ―x‖ number of support tickets per month • Tickets initiated via phone, e-mail, or web • Urgent and Non-Urgent response time SLAs • Scheduled Tasks are tracked hourly, does not deplete tickets • Proactive Monitoring is included in the base feeBenefits • SLA guarantees timely response • Fixed fee offers a predictable budget • Covers maintenance activities • Optimizes and enhances platform usage • Separates support from development • Provides a local and virtual team of support • Can be used as a ―lifeline‖ for internal help desk • Access a pool of resources on-demand 18
  19. 19. Staff to Peak Demand Financial Close Staff to this levelDemand Day 1 Day 30 19
  20. 20. SupportNet Model Financial CloseDemand Leverage On Demand Value Resources via SupportNet Staff to this level Day 1 Day 30 20
  21. 21. Summary ComparisonTraditional PerficientSupport Model SupportNet ModelIn-House Resources In-House supported by Offsite ResourcesExpensive: Dedicated Cost Effective: SharedResources Resource PoolInefficient: Staffed for Efficient: On DemandPeak Demand ResourcesHard to find people Instant on, available immediately 21
  22. 22. Q&A/Next Steps Q&ANext Steps 22
  23. 23. Contact info: Rebecca PortelaRebecca.Portela@Perficient.com 214.473.2984 23