Were you at Open World 2011? This presentation addresses one of the top issues on CRM stakeholders minds : Never Upgrade Again With Siebel Innovation Packs

1. 1 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.

2. 2 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.

3. Session 18221: Never Upgrade Again with Siebel
Innovation Packs
Agnes Zhang, Siebel CRM Product Management, Oracle Corp.
3 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.

4. Safe Harbor Statement
The following is intended to outline our general product
direction. It is intended for information purposes only, and may
not be incorporated into any contract. It is not a commitment to
deliver any material, code, or functionality, and should not be
relied upon in making purchasing decisions. The development,
release, and timing of any features or functionality described for
Oracle s products remains at the sole discretion of Oracle.
4 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.

5. Agenda
• Siebel CRM Roadmap
• Innovation Pack Strategy
• Innovation Pack Deployment
• Siebel Repository Strategy
• Upcoming Siebel Server Innovations
• Q & A
5 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.

6. Siebel CRM 8.2 Release Summary
• 4 Releases Since Acquisition • Siebel 8.0 (2007)
• Siebel 8.1 (2008)
• 36 New Products • Siebel 8.1.1 (2009)
• Siebel 8.2 (2010)
• 469 New Enhancements
Deep Industry • Public Sector Social Services
• 9 Industry-Specific Solutions • Oracle Policy Automation – Cross Industry
• Deeper Loyalty for Travel & Transportation and Retail
• CRM Offline Client for Life Sciences
• Personal Content Delivery for Life Sciences
• Financial Services Order Management
• Communications Order to Activate AIA
• High Tech Service Transformation
• Enhanced B2C and B2B Telecom EBPP & Analytics
Continued • Mobile Sales
Innovation • Customer Hub (UCM) – Enterprise Governance Manager
• CRM Desktop
• Open UI
Enterprise-Grade • Integrated CRM for Incentive Compensation
CRM • Deeper Support for Data Quality & Governance
• Optimized Order Mgmt
• Process-Driven CRM (Task Based UI/Workflow)
• High Availability Upgrade/GoldenGate
• CRM On Demand Integration – Hybrid Implementations
6 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.

7. Siebel CRM 8.x Momentum
Customers Working With Siebel CRM 8.x
7 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.

8. Oracle CRM Product Roadmap Siebel 8.1 Innovation Pack
Siebel 8.1 Innovation Pack • RTD/Next Best Action
• Consumer Packaged Goods Quick Start • Enhanced Integration with Fusion Middleware
Siebel 8.1 Innovation Pack
• Advanced Order Management for Telco • Connected Mobile Sales • Open UI – Browser Independence
• Warranty Management • MDM PIP’s 11.1 • Siebel-InQuira Integration
• AIA 2.5.1 • Customer Hub Exa* Benchmark • Social Loyalty and Marketing
• ORS Integration • Enhanced MDM Survivorship & X-Ref
• Customer Hub (UCM) 8.2 • Enterprise Data Quality & Governance
Siebel 8.2.2
• Financial Services (Bank in a Box)
• Public Sector
Siebel 8.2.1
• Public Sector Social Services
• Deeper Loyalty for T&T and Retail CRM On Demand R19 Innovation Pack
• More Hospitality Event Operations • iSales/Disconnected Mobile Sales (iPad) CRM On Demand R20
• Contact Center on Demand • Mobile – Enhanced iSales and CRM Desktop
• OPA Integration • Deeper Life Sciences
• More Marketing and Sales Integration
CRM On Demand R19 • Enhanced Insurance, Financial Service and
• Connected Mobile Sales Automotive
• iPad Support Siebel 8.1 Innovation Pack • More Integrated Marketing
• CRM Desktop (Outlook interface) • CEM / ATG Integration • Hosted Code (PaaS)
• Operations transparency – QOS • Disconnected Mobile Sales (iPad)
• Cloud extensibility • Incremental Deployment
• More Life Sciences, More Insurance • Advanced Promotions for Telco
• Utilities Multi-Site Ordering
• Siebel DOO Integration
Oracle eBilling 6.1
Oracle Fusion CRM 11G R1 • Integrated Self-Service
• Sales , Marketing, PRM, Incentive Compensation, Contracts, Oracle Policy Automation 11.0 • WebCenter Portlet Support
Customer Hub • Device Independent
• Policy Workgroup Best Practices
• Extensibility • Browser Experience
• Desktop Integration, Mobility • Enterprise Policy Services • Mobile Experience
• New Platforms: IE, Firefox, iPhone, Blackberry, Outlook • Policy Analytics and Insight • Synergy with Fusion Technology
• New Policy Modeling Hub Product
8 Copyright © 2011, Oracle and/or its affiliates. All rights reserved. Oracle Fusion Applications 11g

9. Agenda
• Siebel CRM Roadmap
• Innovation Pack Strategy
• Innovation Pack Deployment
• Siebel Repository Strategy
• Upcoming Siebel Infrastructure Innovations
• Q & A
9 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.

10. Why Innovation Pack?
OLD REALITY NEW REALITY
• Long release cycle • Unlimited Innovation
of new features Packs
• High cost of major • Shorter release cycle
upgrade • Adopt innovations
without upgrade
10 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.

11. Innovation Pack Strategy
Goals
ü Go to Market Faster
• Ability to release more frequent application
content on a stable platform
• Increase competitive advantage
ü Early indication on ROI
• Smaller project with higher success rate
• Improved quality of final solution
11 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.

12. What is an Innovation Pack?
• Aggregation of new functionalities and
product enhancements
• Leverages the Fix Pack release schedule
to deliver incremental innovations to
Siebel customers
• Contains changes of repository, schema
and Siebel seed data
• Additive schema changes only
12 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.

13. What is an Innovation Pack?
• One Innovation Pack release per year
• Targeted to releases
• 8.2.2.x for Public Sector
• 8.1.1.x for all other Industries
• Support all codepages, languages
and database platforms
• Certify platforms and integrations via
Fix Pack mechanism
13 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.

14. Siebel CRM Investment Strategy
Siebel 8.1.1
8.1.1 8.1.1 FP 8.1.1 FP 8.1.1 IP 8.x
Siebel 8.2.2
8.2.2 8.2.2 FP 8.2.2 FP 8.2.2 IP 8.x
14 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.

15. Siebel CRM Investment Strategy
Deliver Timely Additive Solutions Value That Are Easy To Adopt
OBJECTIVES STRATEGY
• Continue Delivery of Value Add • Add Innovations in 8.1.x and 8.2.x
Innovations releases
• Provide Innovations More Frequently • Annual Innovation Packs
• Adopt Innovations without Upgrading • 3 Fix Packs per year
• ~3 Year Major Release Cycle
15 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.

16. Paths to Siebel Innovation Packs
Public Sector All Other Industries
New Customers Installing Siebel 8.2.2 Installing Siebel 8.1.1
Existing Customers Upgrading to Siebel 8.2.2 Upgrading to Siebel 8.1.1
16 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.

17. Lifetime Support Policy
Release GA Date Premier Extended Sustaining
Support Support Support
Siebel 8.1.x Nov 2008 Nov 2016 Nov 2019 Indefinite
Siebel 8.2.x CY 2011 Nov 2016 Nov 2019 Indefinite
17 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.

18. Agenda
• Siebel CRM Roadmap
• Innovation Pack Strategy
• Innovation Pack Deployment
• Siebel Repository Strategy
• Upcoming Siebel Server Innovations
• Q & A
18 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.

19. Innovation Pack Deployment
Ease of Innovation Pack Uptake
ü New innovations delivered through Innovation
incremental feature package Pack
ü No disruption to existing schema for
customers
ü Automated tooling to merge
innovations to customer central
repository
ü Report configuration changes to help
customers identify release scope
19 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.

20. Innovation Pack Deployment
Deliver Tool for Quick Innovation Pack Adoption
ü Merge the repository changes
in an incremental manner
ü Repository changes
ü Additive schema changes
ü Siebel seed data
ü Reduce manual steps needed
to apply innovations
ü Minimize overall end-to-end
Prerequisite
Incremental
Repository
Apply
Schema
Import
Seed
Post
Merge
uptake cost of Innovation
Steps
Merge Changes Data Tasks Pack
20 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.

21. Business Benefits
Siebel Innovation Packs
• Eliminates Full Upgrade
• Reduce upgrade effort
• Minimize uptake cost of Innovation Packs
• Less Intrusive
• Only objects changed in the incremental release
will be touched in customer repository
• Reduce testing scope and effort
• Low TCO
• Faster deployment of application releases
• Increase competitive advantage
• Better user adoption
21 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.

22. Agenda
• Siebel CRM Roadmap
• Innovation Pack Strategy
• Innovation Pack Deployment
• Siebel Repository Strategy
• Upcoming Siebel Infrastructure Innovations
• Q & A
22 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.

23. Siebel Repository Strategy
SEA
FINS SEA
SEA
CG FINS SIA
SIA
CME SIS
LS
6.x 7.0 7.x/8.0 8.1.1+
23 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.

24. Siebel Repository Strategy
SEA & SIA
Applications
SEA Objects
SIA Repository
SIA Objects
24 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.

25. Value Proposition
Focusing on a single repository enables us to deliver more
1 application, platform and integration products to our
customers
2 Shift to a single repository provides customers with broader
set of features and functionalities
Developing on a single repository reduces the overall
3 deployment and maintenance cost for customers
25 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.

26. Application & Repository Considerations
• Customers should download Siebel CRM Business
New Customers Applications Release 8.1.1 from e-Delivery and
(A customer purchasing and implementing implement SIA repository
Siebel for the first time) • Public Sector customers should consider
implementing 8.2.x
• Existing customers can remain on their current
Existing Customers applications
(A customer with an existing Siebel • Customers should consider upgrading to the SIA
deployment) repository if customer plans to:
• Align with the future direction of Siebel
applications designed on top the SIA repository
• Public Sector customers should consider
Upgrading 8.2.x
• Integrate with Applications Integration
Architecture (AIA), primarily certified on SIA
repository
26 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.

27. SEA->SIA Migration
All Non-Public Sector Customers: Upgrading to 8.1.1
Current
Release
Upgrade
Approach
Upgrade
Path
7.8
SEA
1-­‐Step
Upgrade
7.8
SEA
-­‐>
8.1.1.3
SIA
Apply
the
latest
8.1.1.x
FP
8.0
SEA
2-­‐Step
Upgrade
Step
1:
8.0
SEA-­‐>8.1.1SEA
Step
2:
8.1.1
SEA-­‐>8.1.1
SIA
Public Sector Customers: Upgrading to 8.2.2
Current
Release
Upgrade
Approach
Upgrade
Path
7.8
SEA
1-­‐Step
Upgrade
7.8
SEA
-­‐>
8.2.2
SIA
8.0
SEA
1-­‐Step
Upgrade
8.0
SEA
-­‐>
8.2.2
SIA
8.1.1
SEA
1-­‐Step
Upgrade
8.1.1
SEA
-­‐>
8.2.2
SIA
27 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.

28. SEA->SIA Migration
Schema Differences
Siebel
Enterprise
Applica>ons
(SEA)
Siebel
Industry
Applica>on
(SEA)
Address data model is 1:M relationship Address data model is M:M relationship
• SEA to SIA migration will result in some SEA objects being obsolete.
Re-configuration is needed for all Address related business components
that are in use.
• Refer to ‘Upgrade Planning for Migrating Siebel Address Data’ section in
Upgrade Bookshelf on how to manage Address migration
28 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.

29. Agenda
• Siebel CRM Roadmap
• Innovation Pack Strategy
• Innovation Pack Deployment
• Siebel Repository Strategy
• Upcoming Siebel Server Innovations
• Q & A
29 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.

30. Siebel Deployment Flow
Siebel Customer Source/Dev Customer Target/Prod
Base Release Installation • Software Binaries
• Patch Binaries
FP / QF Patching Binary Cloning • Server
Server Configuration Configuration
Delta Repository
• Custom Repository
Innovation Pack Schema Changes • Schema Changes
Repository & • Siebel Seed Data
Siebel Seed Data Customization
• Customer
Customizations
Application Data
Application Data
Customer Functional Release
Automation via EM or 3rd Party Tool
30 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.

31. Siebel Server Deployment
• Ease of
Software/Patch
1 Installation & Patching Deployment Host A Installation &
- Software Binaries Patching
- Gateway - Patch Binaries
- Server Configuration
- Siebel Server
- SWSE 3 Server Deployment Host B • Ease of
- Software Binaries Server
- Patch Binaries
- Server Configuration Configuration
2 Server Configuration
Host C
- Gateway - Software Binaries • Ease of
- Patch Binaries
- Siebel Server - Server Configuration Server
- SWSE
Server Configuration Provisioning
Deployment
Target Environments
4 Oracle Enterprise Manager
• Oracle EM
Integration
31 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.

32. Siebel Server Cloning Solution
• Installation Cloning
• Siebel server cloning
• Enterprise cloning
• Patch Deployment
• Capture installation changes
• Apply changes to target environments
• Server Configuration Deployment
• Generate server configuration changes
• Migrate changes to target environments
• Integrate Siebel Deployment Procedure into
Oracle Enterprise Manager
32 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.

33. Business Benefits
Siebel Server Cloning
• Reduce total cost of
operations of Siebel
installation and patching
• Improve Siebel server
manageability through
faster and reliable server
provisioning
33 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.

34. Siebel Diagnostics and Monitoring
• Performance Dashboard
• Drilldown/trending on transactions, server
layers, KPIs, OM & DB metrics
• Improved Siebel Server Control
• Startup/shutdown/staggering,
dependencies, connections, Enterprise
profiles
• Improved Configuration Management
• Tracks/validates versioning, compatibility
34 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.

35. Siebel Diagnostics and Monitoring
• Improved Logging
• Better consistency, granularity, accessibility,
content
• System Probes
• Automated detection/notification of
connectivity, availability issues
• Health Checks
• SRB connectivity, AOM operating state/status,
system queue tables
35 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.

36. Business Benefits
Siebel Diagnostics and Monitoring
• Proactive administration of Siebel
Enterprise
• Improved capture/analysis of meaning
operational data
• Improved server and component
availability
• Lower cost of administration
36 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.

37. Summary of Innovation Pack Strategy
• Unlimited Innovations Packs
• Shorter release cycle
• Adopt innovations without
upgrade
37 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.

38. Q&A
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