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Hyperion SupportNet™
Your Virtual Hyperion Help Desk
Emil Fernandez
General Manager
Perficient
Agenda

• Introduction
• Hyperion Overview
• Traditional Support Model

• SupportNet Overview
• Special Offer




                                   2
About Perficient




•   1800 Colleagues

•   $260 Million in Revenue (2011)

•   20 Branch offices within US

•   3 Offshore Development facilities
Perficient and Oracle



Oracle Platinum Partner – Specialized on the latest Oracle product platforms and
technologies, as well as implementation and migration best practices.

     - Oracle EPM Practice
     - Oracle CRM Practice
     - Oracle Business Intelligence Practice
     - Oracle FMW Practice

Oracle Certified Education Partner – Certified to deliver the official Hyperion course
curriculum to customers via onsite training classes. Perficient owns and operates one
of the national Oracle training facilities listed on the Oracle website

Oracle Authorized Reseller – Certified on Hyperion licensing and pricing, authorized
to resell Hyperion licenses and maintenance contracts




                                                                                         4
Hyperion – Increasing Complexity




                               5
New Hyperion Implementations




     • Consultants build it
     • Knowledge transfer

     • Troops pull out




                              6
Hyperion Administrator – A Rare Gem

• Unique skill set
• Hard to find
• Expensive

• Turnover
• Staff for peak demand




                                                            7
Staff to Peak Demand



                 Financial
                   Close

                             Staff to this level
Demand




         Day 1                                     Day 30

                                                            8
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
Introducing Hyperion SupportNet™




Hyperion SupportNet™

   Your Virtual Hyperion
         Help desk


                                          10
SupportNet™ - Overview

Perficient’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
Hyperion SupportNet Components



             The web based
           Ticketing System
            maintains budget


     Our Scheduled
     Tasks manage
         growth

   Pro-active
monitoring finds
problems before
  they become
     tickets
                                                 12
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
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
Web-based ticketing system

•   Submit, track and review ticket history/status
•   SLA-based reporting and heuristics




                                                               15
         Copyright Perficient Inc. 2012, All Rights Reserved
Set-up Engagement

Perficient will perform an initial setup engagement to
ensure proper documentation and procedures are in
place and to familiarize ourselves with both your team
and 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
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
Staff to Peak Demand



                 Financial
                   Close

                             Staff to this level
Demand




         Day 1                                     Day 30

                                                            18
SupportNet Model



                 Financial
                   Close
Demand




                               Leverage On Demand




                                                               Value
                             Resources via SupportNet


                                                  Staff to this level



         Day 1                                                         Day 30

                                                                                19
Summary Comparison


Traditional                 Perficient
Support Model               SupportNet Model


In-House Resources          In-House supported by
                            Offsite Resources


Expensive: Dedicated        Cost Effective: Shared
Resources                   Resource Pool


Inefficient: Staffed for Peak Efficient: On Demand
Demand                        Resources


                                                     20
Special Offer




First month FREE

  With 12-month
SupportNet contract

  Mention the webinar

                                   21
Perficient SupportNet Contact:
           Kaci Coble
  kaci.coble@perficient.com
         713.554.4031


                                 22

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Perficient and Hyperion: SupportNet

  • 1. Hyperion SupportNet™ Your Virtual Hyperion Help Desk Emil Fernandez General Manager Perficient
  • 2. Agenda • Introduction • Hyperion Overview • Traditional Support Model • SupportNet Overview • Special Offer 2
  • 3. About Perficient • 1800 Colleagues • $260 Million in Revenue (2011) • 20 Branch offices within US • 3 Offshore Development facilities
  • 4. Perficient and Oracle Oracle Platinum Partner – Specialized on the latest Oracle product platforms and technologies, as well as implementation and migration best practices. - Oracle EPM Practice - Oracle CRM Practice - Oracle Business Intelligence Practice - Oracle FMW Practice Oracle Certified Education Partner – Certified to deliver the official Hyperion course curriculum to customers via onsite training classes. Perficient owns and operates one of the national Oracle training facilities listed on the Oracle website Oracle Authorized Reseller – Certified on Hyperion licensing and pricing, authorized to resell Hyperion licenses and maintenance contracts 4
  • 5. Hyperion – Increasing Complexity 5
  • 6. New Hyperion Implementations • Consultants build it • Knowledge transfer • Troops pull out 6
  • 7. Hyperion Administrator – A Rare Gem • Unique skill set • Hard to find • Expensive • Turnover • Staff for peak demand 7
  • 8. Staff to Peak Demand Financial Close Staff to this level Demand Day 1 Day 30 8
  • 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. Introducing Hyperion SupportNet™ Hyperion SupportNet™ Your Virtual Hyperion Help desk 10
  • 11. SupportNet™ - Overview Perficient’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. Hyperion SupportNet Components The web based Ticketing System maintains budget Our Scheduled Tasks manage growth Pro-active monitoring finds problems before they become tickets 12
  • 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. 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. 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. Set-up Engagement Perficient will perform an initial setup engagement to ensure proper documentation and procedures are in place and to familiarize ourselves with both your team and 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. 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. Staff to Peak Demand Financial Close Staff to this level Demand Day 1 Day 30 18
  • 19. SupportNet Model Financial Close Demand Leverage On Demand Value Resources via SupportNet Staff to this level Day 1 Day 30 19
  • 20. Summary Comparison Traditional Perficient Support Model SupportNet Model In-House Resources In-House supported by Offsite Resources Expensive: Dedicated Cost Effective: Shared Resources Resource Pool Inefficient: Staffed for Peak Efficient: On Demand Demand Resources 20
  • 21. Special Offer First month FREE With 12-month SupportNet contract Mention the webinar 21
  • 22. Perficient SupportNet Contact: Kaci Coble kaci.coble@perficient.com 713.554.4031 22