SupportNet - Your Virtual Hyperion Help Desk


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During this webinar, Emil Fernandez, VP of Oracle Applications Practice at Perficient, discussed the benefits SupportNet can deliver to meet the unique needs of your organization:
- Cost comparison for in-house support versus on-demand
- The ideal Hyperion support model
- The 3 major components of SupportNet
- Customization options
- Savings associated with SupportNet

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SupportNet - Your Virtual Hyperion Help Desk

  1. 1. Hyperion SupportNet™Your Virtual Hyperion Help DeskSaju PhilipsSr. Project ManagerPerficient
  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. Our Solutions Expertise & ServicesBusiness-Driven Solutions Perficient Services• Enterprise Portals  End-to-End Solution Delivery• SOA and Business Process Mgmt  IT Strategic Consulting• Business Intelligence  IT Architecture Planning• User-Centered Custom Applications  Business Process & Workflow• Interactive Design Consulting• CRM Solutions  Usability and UI Consulting• Enterprise Performance Management  Custom Application Development• Customer Self-Service  Offshore Development• eCommerce & Product Information  Package Selection, Implementation Management and Integration• Enterprise Content Management  Architecture & Application Migrations• Enterprise Resource Planning  Education• Management Consulting  Interactive Design• Industry-Specific Solutions• Mobile Technology Perficient brings deep solutions expertise and offers a complete set of flexible services to help clients• Security Assessments implement business-driven IT solutions
  5. 5. Our SpeakerSaju Philips • Sr. Project Manager, Oracle EPM practice. • A 13-year industry veteran, Mr. Philips co-manages the Hyperion SupportNet offering from Perficient. • Prior to joining Perficient, Mr. Philips served as a Project Manager for PwC. He acquired his Hyperion knowledge working for Oracle as a manager and instructor for 7 years. Prior to Oracle/Hyperion, he was in industry working with the Hyperion suite of products in Corporate Finance. • Hyperion Certified Professional – Essbase, Planning.
  6. 6. 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
  7. 7. Hyperion – Increasing Complexity 7
  8. 8. New Hyperion Implementations • Consultants build it • Knowledge transfer • Troops pull out 8
  9. 9. Hyperion Administrator – A Rare Gem• Unique skill set• Hard to find• Expensive• Turnover• Staff for peak demand 9
  10. 10. Staff to Peak Demand Financial Close Staff to this levelDemand Day 1 Day 30 10
  11. 11. 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 11
  12. 12. Introducing Hyperion SupportNet™Hyperion SupportNet™ Your Virtual Hyperion Help desk 12
  13. 13. 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 13
  14. 14. Hyperion SupportNet Components The web based Ticketing System maintains budget Our Scheduled Tasks manage growth Pro-activemonitoring findsproblems before they become tickets 14
  15. 15. Maintenance, Remodeling, and Repairs
  16. 16. 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 16
  17. 17. 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 17
  18. 18. Web-based ticketing system• Submit, track and review ticket history/status• SLA-based reporting and heuristics 18 Copyright Perficient Inc. 2012, All Rights Reserved
  19. 19. 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 19
  20. 20. Staff to Peak Demand Financial Close Staff to this levelDemand Day 1 Day 30 20
  21. 21. SupportNet Model Financial CloseDemand Leverage On Demand Value Resources via SupportNet Staff to this level Day 1 Day 30 21
  22. 22. 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 22
  23. 23. Q&A/Next Steps Q&ANext Steps 23
  24. 24. Contact info: Rebecca 214.473.2984 24