Siebel CRM 7.7 SEA zu 8.1 SIA

Upgrade

Alexander Doubek Riverland Reply

2

To excel in helping our customers to exploit relevant innovation brought about by

economic transformations and driven by internet technologies

Partners

Digital Services Social Networking eCommerce Gaming Mobile Video The Agencies IoT Crowdsourcing

Manufacturing & Logistics Banking & Insurance Retail & CPG Energy Telco & Media Healthcare & Defence

Industry Services

Technology Services Enterprise Architecture Data Cloud Security

We have a unique know-how in bridging the digital world and the IT space Reply Map

112 144,7 230,2

277,2 330,2 340,2 384,2

440,3 494,8

560,2

0 100 200 300 400 500 600

2004 2005 2006 2007 2008 2009 2010 2011 2012 2013 2014 (H1)

Reply Revenues & People Millions of Euros

REVENUES +14,3% EBIT +15,6%

H1 2014 vs H1 2013

1011 1277 2686 2994 3422 3725 1925 3149 2272 4253

308,5

4477

Reply Footprint Main Locations

DE Düsseldorf Frankfurt Freiburg Gütersloh Hamburg Hannover Minden Munich Potsdam

IT Turin Milan Rome Parma Treviso Bari

UK London Edinburgh

US Chicago Detroit

Benelux Amsterdam Brussels Luxembourg

Triplesense Reply Digital Media Arlanis Reply Cloud Services Twice Reply (Start-up) Telco & Media Click Reply (Start-up) Logistics Concept Reply (Start-up) IoT

New Practices 2012-2013

Pay Reply (Start-up) Mobile Payments Juice Reply (Start-up) Big Data Like Reply (Start-up) Social Media

Avvio Reply Digital Media Communication

Reply Inc. (Start-up) in Detroit and Chicago

Brasil Belo Horizonte

2013 | 2014 Reply Awards and Acknowledgements

WINNER of SAP HANA

Syskoplan Reply HANA Summer School

Power Reply

HANA Partner Race

hybris GLOBAL Partner

of the Year

Portaltech Reply

FIRST in EMEA Cloud Partner

Sytel Reply & Technology Reply

MdM Certification Power Reply

BEST Windows 8 Partner

Cluster Reply

PRESIDENT Club Microsoft Dynamics

Cluster Reply

WORLDWIDE Consulting Partner

Storm Reply

FIRST in Europe Managed Security Services Provider

Communication Valley Reply

2nd MOST loved App

Reply in Italy & Germany

BEST in Show

HI SHOP by Concept Reply

in the TOP 20 Agency Ranking

13th Triplesense Reply

BEST Italian Videogame and Game Design

Forge Reply

DUAL SUCCESS Digital Communication & New Media

Bitmama

7

Reply Companies Partner Oracle Since 2010

13 Reply companies working with Oracle technologies: ITALY GERMANY UK

3 Reply companies fully dedicated to Oracle business:

8 8

& Reply: FY13 /FY14 Major Success & Reply Major Success last year

2013 Partner Award Cloud Partner of the Year

2013 Oracle SAAS adoption.

First Right Now Project in Italy

2013 Paas for ISV. First in Applications deployment on Oracle

Cloud.

2013 First virtual lab on Big Data and Analytics.

2014 First EMEA partner

on EPM CLOUD

2014 Big-Data for Enterprise Event Reply, Cloudera and Oracle, organised, A

Dedicated Event with the partecipation of +100 customers.

2014 presented SNAP solution at ABI

LAB Forum: a Technology Reply solution on fast data

technologies

Today’s Opportunities •  Global Players rethink process and integrate systems, applications and

platforms to deliver innovation more efficiently reducing the costs.

•  The Facebook generation (more than 800 Million People) changed the way of communicate and the relationship among people and companies.

•  More than 500 million of Smart Devices sold in the last 15 months.

•  37 billion Apps downloaded in 2012, up from 9 billion in 2010.

•  More than 500 million m-banking users globally expected by 2015.

•  Multichannel-commerce is predicted to reach 170 billion of Euros in 2015

•  The Object Network Market grew of 25% in the last year reaching 150 billions of Euros.

Reply closes the gap between Business, Applications and Technology.

Cloud

Technologie

CX

Infra- structure

Develop-

ment

Orga- nization

Database

Upgrade

LINUX Doc

Server

Scrum

User Stories

Adresse Modell

merge

partitioning

clob

What‘s coming in the next 30 min

HA

THE SYSTEM OF THE CUSTOMER

The customer System

Oracle Weblogic •  Main System to

drive the Webpage and contains most of the process logic

Webmethods •  Drives Batch

Import / Export processes.

Oracle Database •  2 Instances

•  one for Siebel and •  one for core

Loyalty Management

Oracle Siebel •  Contains all person

and Partner related Information drives the most of the communication Processes and the Call Center UI

The Siebel Part of the System

Processes

• MDM • Claim Management • Fulfillment

Main Data

Entities • ~ 30 Mio. Contact‘s records • ~ 200 Mio. Service Request‘s records

• ~ 200 Mio. Action‘s records

• Lead to ~ 1,7 TB of data

Siebel 7.7 SEA

Callcenter

Oracle Siebel •  Contains all person

and Partner related Information drives the most of the communication Processes and the Call Center UI

The History of the System 2000

•  inital setup with 7.0 SEA as a split of the core Loyalty system and a replacement for the c++ Call Center frontend

2005 •  upgrade to 7.7 SEA

2013 •  Hardware refresh and virtualisation of the Server

2014 •  Upgrade to 8.1 SIA

WHY UPGRADE?

Why Upgrade Lock in IE6

Lock in Windows Server 2003

Development lock on XP Clients because of Siebel Tools

Out of Support

This leads to a technical Upgrade

But there is something IN for the Business

a) • Support again

b) • more options (new features)

c) • more secure

d) •  less TCO

TARGETS?

Our core targets Get support again.

Get rid of IE6

Get on "supported" Server OS

Get rid of XP

Out business targets

short Downtime ( < 24h)

quick golive

Do not stop development Basically no impact to the business

Our nice to have targets

Case Insensitive

Linux Server OS

Open UI TAF on Database

consolidated Table spaces

get rid of LONG

columns

Partition big tables

aA Ba

CONSEQUENCES WE KNOW FROM DAY ONE

consequences Linux Servers need a new Correspondence Solution

Database size and Downtime window doesn't fit in standard upgrade Process

NOW SOME DETAILS

Infra- structure

Development

Organization

Data- base

Upgrade

NEW CORRESPONDENCE

Correspondence Linux server OS needs a replacement for the Doc Server which opens MS Word on the Server in the background

Keep one Win. Server

• nothing special for the upgrade Project

•  Increases the amount of Server we need for DEV, TST, INT, PRD

Move to BI Publisher

• proposed Oracle replacement of Doc Server

•  fit‘s perfect in the Weblogic architecture

• a small Project Itself • heavy footprint just

to replace some Fields

• no license Migration possible

C4

• Powerful 3rd party solution

• a small Project Itself • heavy footprint just

to replace some Fields

• needs licenses

Own simple Solution

•  simple to implement •  just development

costs • no UI change

necessary • home build

+ +

+

+

X X

X

X

X

X

+ +

X

X +

Our owen solution

Done

Some eScript in

the Correspond

ence BC

JAVA driven Business

Service based on CLASS

CSSJavaBusinessService

Thinks to care about: •  Session management •  More than one server •  No interaction with the

Siebel data itself

SIEBEL FILE SYSTEM

Siebel File System migration SMB to NFS

• Windows has SMB • Linux has NFS

Why?

• With a temporary change on the old system

We moved this out of the Migration Weekend !

Siebel FileSystem migration

�  Clone virtual disk on windows VM �  Move this clone to the Linux vm and mount

them �  Local copy of the files from SMB to NFS

disk �  delete SMB Clone Disk �  Enable SMB share for the NFS disk �  Final sync with rsync over network and

reconfigure Win Prod. Env. to use new File system

�  New Linux based Siebel could use the migrated FS as well

7.7 win

8.1 Linux

ARCHITECTURE

High Available Setup

•  Siebel Server Cluster and

•  Load balanced servers

Initial Setup (7.7)

High Available Setup During Data Center migration and virtualization we replaced the Siebel Server cluster with VMware restart for HA.

High Available Setup

•  reduce load and risk from gateway VM •  Simplifies the architecture

With Siebel 8.1 on Linux we bring the SWSE directly to the Object Manager.

NEW UI

New UI

• Main Reason is all our automated Test cases are written for HI.

Keep the HI Version for the core Users

•  feedback is very good

But we enable and rollout the Open UI for admin and Back office User

The Bowser Problem Browser HI Open UI

IE 7 � Works but very slow

IE 8 � Not out of the box* Works but too slow

IE 9 Works but too slow

>= IE 10 �

Firefox �

Chrome � (political difficult)

Infra- structure

Develop- ment

Orga- nization

Database

Upgrade

SEA TO SIA

SEA to SIA •  SEA no longer available

Why

•  We know we need a 2 Step Upgrade but

What's the way?

SEA 7.7 SIA 7.7 SIA 8.1

SEA 7.7

SEA 8.1 SIA 8.1

or

SEA to SIA

Simple and stupid answer The Upgrade routines and scripts are 10 years younger

and in a better shape.

SEA 7.7

SEA 8.1 SIA 8.1

SEA 7.7 > SEA 8.1 > SIA 8.1

No Problem for DEV But needs far to

match time for Production.

2 Step Migration

Custom Production Migration �  Copy Production to Integration (Customizing freeze on

Production) �  Migrate Integration Environment as normal �  Test it (fix seed data problems) �  Dump all repository and config tables with oracle Tools from

Integration

�  Import the repository and config dump during Production Downtime

�  Run merged 2nd Migration in one Step (without Repository and Seed data Import)

ADDRESS MODEL

Address Model • Siebel 7.7.x uses a 1:M relationship to store addresses • Two tables hold

• a. For each Account, Partner, Organization, there can be many addresses • b. For each Member, Contact, User, there can be many addresses

SEA 7.7 Address Model

• Siebel 8.1.x uses a M:M relationship to store addresses • One table holds address information

• For each Account, Partner, Organization, Member, Contact, User, etc. there can be many addresss

• For each Address, there can be many Accounts, Partners, Orgs, Members, Contacts, Users, etc.

SIA 8.1 Address Model

Capability exists to manage addresses in a new way...

Sie

bel 7

.7 A

ddre

ss M

odel

ACCOUNT S_ORG_EXT

218K

ADDRESS S_ADDR_ORG

230K

CONTACT S_CONTACT

29 Million

ADDRESS S_ADDR_PER

51 Million

Address Model Our Case

Sie

bel 8

.1 A

ddre

ss M

odel

ACCOUNT

S_ORG_EXT 218K

INTERSECTION S_CON_ADDR

51 Million

CONTACT S_CONTACT

29 Million

ADDRESS S_ADDR_PER

51 Million

Address Model Our Case

Decision we stay with the old 1:1 address Modell for CONTACT

Infra- structure

Develop- ment

Orga- nization

Database Upgrade

Database migration

0

200

400

600

800

1000

1200

1400

1600

1800

1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 34 35 36 37 38 39 40 41 42 43

15 table contain 90% of the data ! So take care about them and use the standard approach for all others!

# tables

Siz

e (G

B)

Special Database-related Goals Partitioning of large tables

Compression of large tables

Conversion of data type LONG to CLOB

Cleanup of tablespaces: from 6 different TSD/TSI tablespaces to 2 central tablespaces TS_DATA, TS_INDEX

Data cleanup and consolidation

•  Easier to manage by the DBA‘s •  Compression •  Partition pruning •  House keeping

Why

•  Siebel since rel. 77 •  But still no way to do it by the DDLSYNC

Supported

•  We have to do it manually including local Indexes •  DBMS_redef for the big ones

How

Partitioning of large tables

Special Database-related Goals

•  LONG since Years deprecated •  Difficult to manage with SQL •  Limited Size

Why

•  CLOB could since Siebel 8.0 managed in the Siebel Repository •  But no auto conversion!

Supported

•  Manually alter table mytable modify (long_column clob); work‘s if you have the tempspace and the time

•  Use Dbms_redef for big ones

How

Remember the 128 KB record size in Siebel BC Layer

Special Database-related Goals

Conversion of data type LONG to CLOB

Cleanup of tablespaces: from 6 different TSD/TSI tablespaces to 2 central tablespaces TS_DATA, TS_INDEX

• Consolidation of table spaces to decrease the management amount

Why

• needs a lot of extra IO and time but the upgrade is one of the less situation where you could do this. Normally no one will touch them.

• Alter Table move table space for the small table • Drop and recreate for the empty ones • DBMS_redef for the big ones

How:

Special Database-related Goals

DBMS_REDEFINITION Solved all our ToDo’s for the 20 big tables in on step

• New table space • Allready partitioned tables • Create local and global indexes • Do some “case when” data cleansing • Created new default values

Moved data to

Everything online in the background during the running Siebel 7.7 System

• Final sync • End (exchange SEA77 table with SIA81 table)

During the downtime just

HOW WE TESTED

How we tested Main Problem where get a Production like Database with enough Disk space

Customer has „spare“ Exadata V1 with had sufficient storage space for holding the relevant Siebel tables � Production Data was copied on the EXA with data pump �  Install small Siebel Installation to run the Siebel upgrade � Set Restore point � Run custom and standard scripts � Check results � Tune scripts � Flashback restore to (3) We have done (4) to (7) several times to fix bugs and tune the Process

Fun Fact The 5 year old Exadata V1 could still compete with our 1 year old Production Database from a different Vendor

Side note To bring the production Database on the same level as the EXA V1 We have to give them as match as SGA as possible (120 GB)

How we tested II

•  migration of 2 of the 3 Development Systems and •  all 3 Test systems and •  the Integration Environment

The complete Upgrade Process and the functional test was done by

DBMS_REDEFINITION: Oracle mechanism for redefining tables online

• Create new empty table (stage table) with appropriate layout, storage properties, and indexes

Step 1

• Define column mapping

Step 2

• Start redefinition process using package DBMS_REDEFINITION

Step 3

• Copy table dependents (optional): trigger, constraints, indexes

Step 4

• Finish redefinition process

Step 5

• Cleanup / drop original table

Step 6

Vergleich: Standardvorgehensweise – Unser Ansatz

Datenmodell Änderungen

Repository Import

Nach- arbeiten

DBMS_REDEFINITION Import Siebel

DOWNTIME (Tage)

DOWNTIME (Stunden)

D O N E

D O N E ONLINE

Siebel Standard Upgrade

Unser Ansatz

Datenmodell Änderungen

Repository Import

Nach- arbeiten

Nach- arbeiten

SEA 7.7 -> SEA 8.1 SEA 8.1 -> SIA 8.1

Infra- structure

Develop- ment

Orga- nization

Database Upgrade

Scrum 150 User Stories grouped by

•  Test Interface A •  Test Screen B •  Test Smart Script C

Testing

•  Setup Development •  Setup Production

Infrastucture

•  S_CONTACT • …

Database

Scrum Examples

Burn Down With this Use Cases and our initial estimation we could track our progress in a scrum like way over the 6 month which we need for the Upgrade

QUESTIONS?

Thank

you