Perficient and Hyperion: SupportNet

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Hyperion Overview
Traditional Support Model
SupportNet Overview

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Perficient and Hyperion: SupportNet

  1. 1. Hyperion SupportNet™Your Virtual Hyperion Help DeskEmil FernandezGeneral ManagerPerficient
  2. 2. Agenda• Introduction• Hyperion Overview• Traditional Support Model• SupportNet Overview• Special Offer 2
  3. 3. About Perficient• 1800 Colleagues• $260 Million in Revenue (2011)• 20 Branch offices within US• 3 Offshore Development facilities
  4. 4. Perficient and OracleOracle Platinum Partner – Specialized on the latest Oracle product platforms andtechnologies, as well as implementation and migration best practices. - Oracle EPM Practice - Oracle CRM Practice - Oracle Business Intelligence Practice - Oracle FMW PracticeOracle Certified Education Partner – Certified to deliver the official Hyperion coursecurriculum to customers via onsite training classes. Perficient owns and operates oneof the national Oracle training facilities listed on the Oracle websiteOracle Authorized Reseller – Certified on Hyperion licensing and pricing, authorizedto resell Hyperion licenses and maintenance contracts 4
  5. 5. Hyperion – Increasing Complexity 5
  6. 6. New Hyperion Implementations • Consultants build it • Knowledge transfer • Troops pull out 6
  7. 7. Hyperion Administrator – A Rare Gem• Unique skill set• Hard to find• Expensive• Turnover• Staff for peak demand 7
  8. 8. Staff to Peak Demand Financial Close Staff to this levelDemand Day 1 Day 30 8
  9. 9. 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 9
  10. 10. Introducing Hyperion SupportNet™Hyperion SupportNet™ Your Virtual Hyperion Help desk 10
  11. 11. 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 11
  12. 12. Hyperion SupportNet Components The web based Ticketing System maintains budget Our Scheduled Tasks manage growth Pro-activemonitoring findsproblems before they become tickets 12
  13. 13. 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 13
  14. 14. 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 14
  15. 15. Web-based ticketing system• Submit, track and review ticket history/status• SLA-based reporting and heuristics 15 Copyright Perficient Inc. 2012, All Rights Reserved
  16. 16. Set-up EngagementPerficient will perform an initial setup engagement toensure proper documentation and procedures are inplace and to familiarize ourselves with both your teamand your environments. The setup process includes: • Updating and compiling system architecture drawings • Documenting security configuration, passwords and privileges • Identify Hyperion environment URL’s • Setup Support and logins for Perficient and testing remote connectivity • Identification of Primary and Backup personnel • Identify personnel(s) eligible to initiate SupportNet tickets • Training personnel on procedures for submitting SupportNet requests 16
  17. 17. Features & Benefits• SupportNet • 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 • Separates support from development but provides access to development resources • Proactive Monitoring is included in the base fee• Benefits • Provides a SLA to ensure timely response • Predictable budget • Covers maintenance activities • Optimizes and enhances platform usage • 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 17
  18. 18. Staff to Peak Demand Financial Close Staff to this levelDemand Day 1 Day 30 18
  19. 19. SupportNet Model Financial CloseDemand Leverage On Demand Value Resources via SupportNet Staff to this level Day 1 Day 30 19
  20. 20. Summary ComparisonTraditional PerficientSupport Model SupportNet ModelIn-House Resources In-House supported by Offsite ResourcesExpensive: Dedicated Cost Effective: SharedResources Resource PoolInefficient: Staffed for Peak Efficient: On DemandDemand Resources 20
  21. 21. Special OfferFirst month FREE With 12-monthSupportNet contract Mention the webinar 21
  22. 22. Perficient SupportNet Contact: Kaci Coble kaci.coble@perficient.com 713.554.4031 22

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