<Insert Picture Here>
Eastern States OAUGNorth Caroline HUG
July 31, 2009
RDU International Airport
My Oracle Support Unified Support Platform nearing completion – are you ready?
Joanne Nolan
Regional Support Advocate
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 decision. The
Safe Harbor Statement
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relied upon in making purchasing decision. The
development, release, and timing of any features
or functionality described for Oracle’s products
remains at the sole discretion of Oracle.
APPLICATIONS TECHNOLOGYEnterprise
Deals
Legislated &
Regulated
Industries
Project-intensive
Industries
Insurance
Industry
Retail
Industry
Enterprise
Deals
Performance
Management
Identity
Management
(pending)
(pending)
Oracle’s Strategy: Continue to Invest in Customer Choice
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Industry
Comms
Industry
Banking
Industry
Utilities
Industry
Manufacturing
Industries
Content
Management
Middleware
Management
Database
Systems
Management
Improve Business
ValueReduce Cost
Customer Success
Minimize Risk
Oracle Customer Services – Our Mission
� Drive better business results
through better software
utilization
� Accelerate new product and
� Reduce IT project failure rate
� Eliminate business disruption
and single points of failure
� Improve change management
� Drive down labor costs
through better systems
management and
maintenance across the
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+ +
� Accelerate new product and
technology adoption
� Drive competitiveness
through better productivity
� Improve ease of doing
business with relationship
focus and sound processes
� Enhance speed and agility
� Improve change management
� Enhance security
� Leverage industry and Oracle
best practices to optimize
results
� Offer extensive technical and
end-user training
entire IT solution lifecycle
� Reduce IT asset cost through better utilization
� Eliminate complexity via horizontal and vertical integration
� Provide clear accountability and governance
My Oracle Support - The Journey
SupportWeb
eSupport
Customer Connection
eBiz
Clarify
Customer 1
Unified Support Platform
Next Generation Support Platform
• Personalized & Proactive Services
• Embedded Configuration Management
• Extensive Knowledge Base &
Communities
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MetaLink
e-Support
Other Legacy Support Platforms
Customer 1
ITS
Siebel Call Centre
Outcome: Customer Success
• 25% problems avoided
• 40% faster problem resolution
• 30% faster service request creation
• 97% of problems resolved quicker with
targeted knowledge
Next Generation Support Platform
KnowledgeManagement
GuidedSearch
Customer
Communities
My Oracle Support User
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Support Engineer
Configurations
Healthchecks
System View
Projects ReportingService Request
Classic MetaLink (to be retired)
My Oracle Support
MetaLink Infrastructure (to be retired)
Ph
ase
2
Cimmetry
Customer Migration Plan
We are here as
Legacy
Systems
Retire
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My Oracle Support
My Oracle Support Infrastructure
MetaLink 3
Timeline set
Timeline to be confirmed
We are here as of Jan 1, 2009
Upgrade to My Oracle Support
Final Customer Migration
BenefitsSupport Experience
• Faster problem resolution
• Simplified support experience
Next Generation Support Platform
• Avoid known problems
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• Avoid known problems
• Improve system stability
• Real-time collaboration
• Connect with Oracle experts
My Oracle Support
Graphical
View of
System
Health and
Critical
Patches
Based on
Your
Environment
Graphical
View of
Inventory
and Usage
Systems Are
Prioritized
Based On Which
System
Configurations
Page and Regions
Refreshed
Dynamically Real-
Time
Personalized View Of
Your Service
Requests
Based On What You
Need To Do Today
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and Usage
Quick Access
to Tips and
Tricks. Many
Customizable
Drop In
Regions
Latest
Breaking
News
Configurations
Have Critical Issues
Needing Attention
Targeted
Knowledge
Based On Your
Specific System
Configurations
Manage Your
Projects At A
Glance
Planned Enhancements
• Next generation user interface
• Extended content subscription – Hot Topics
• Knowledge filtering and browsing improvements
• Search result refinements
• Configuration driven product alerts
If you are coming from MetaLink 3 (Siebel, Hyperion, PeopleSoft, JD Edwards)If you are coming from MetaLink 3 (Siebel, Hyperion, PeopleSoft, JD Edwards)
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• Configuration driven product alerts
• Configuration inventory reports
• Disconnected mode configuration upload
• Multi-language user interface
• Targeted knowledge during service request creation
Planned Changes & Enhancements
• Login and Registration change to Oracle SSO
• Product Certification redesign
• Healthcheck and Patch Advice enhancements
• Sub-Accounts retire
• Classic MetaLink retires
If you are coming from Classic MetaLink or current My Oracle SupportIf you are coming from Classic MetaLink or current My Oracle Support
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• Classic MetaLink retires
• SR history and numbering change
• SR header and status change with new back end
• Download covers patching for all product families
Oracle Community at large– Power in Numbers
10+ Million strong and growing
Communities
OracleUser
Groups
My Oracle Support Community
Oracle Community –Expansive Membership
More Channels = More Knowledge
Moderated by Oracle Support
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Customer &
Partners
Groups
OraclePartner Network
Oracle Mix
Oracle Blogs
Oracle Wiki
Oracle Technology Network (OTN) /
OSpace
Oracle Customers and Partners are
encouraged to be members of multiple Oracle CommunitiesCustomer and Partner Driven
– Participate in the Community Evolution
My Oracle Support CommunityContinue to Expand Product Coverage
Oracle Database
Oracle MiddlewareOracle
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February May - SeptemberMarch April
Oracle E-Business Suite
Oracle Middleware Apps
2009
Getting Prepared
• Test your Flash readiness
• Adobe Flash checker page
• Download latest Flash version if needed
• Look for and read upcoming announcements
• E-mails
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• E-mails
• MetaLink 3 News and Notes
• Classic MetaLink Headlines
• Participate in My Oracle Support training
Training
• Classic MetaLink or current My Oracle Support users
• Live training for Classic MetaLink users is available today.
See Note ID 418295.1 for schedule.
• Recorded training is available on My Oracle Support in the
Video Training section of Help
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• MetaLink 3 users
• Multiple live training sessions and recorded training will be
available two weeks prior to the upgrade of MetaLink 3
Getting Customers Started…key links
Customers who are blocked from using Flash Player
• Request network administrator to allow content from *.oracle.com
Customers with Flash Player security concerns
• http://www.adobe.com/products/flashplayer/security/
Customers who need newer version of Flash Player
• www.adobe.com/go/getflashplayer
More information on Flash Player administration
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More information on Flash Player administration
• http://www.adobe.com/devnet/flashplayer/articles/flash_player_admin_guide.html
• http://www.adobe.com/products/flashplayer/
Getting Customers Started…key links
MetaLink 3 Upgrade to My Oracle Support
• MetaLink 3 Upgrade to My Oracle Support Information Page (DocID 789174.1)
• MetaLink 3 Upgrade to My Oracle Support FAQ (DocID 789879.1)
Classic MetaLink Retirement
• Classic MetaLink and My Oracle Support Transition Information Page (DocID841061.1)
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• Classic MetaLink and My Oracle Support Transition FAQ (DocID 841055.1)
Getting Customers Started
My company does not allow a Flash plug-in, what should I do?• Some employers prohibit Flash out of fear that it will be used for video (consuming excessive bandwidth)
or games (consuming work time). If you want Flash to access My Oracle Support, you may find that your company will grant an exception for this business use. For example, a firewall blocking all Flash could be configured to allow Flash from Oracle. To allow My Oracle Support content, ask your administrator to allow *.swf from *.oracle.com domains.
• If you're restricted from installing software on your computer, then contact your system administrator and request an installation or upgrade. Most organizations need some lead-time to schedule installs as part of their regular update services.
My company policy doesn’t allow Flash based upon our current security policies, what can I do?
• Your network administrators and security teams may need to review the latest information about Flash player security from Adobe. This page has links to help your administrators control security and privacy controls in the player. This includes setting the flash player to only work with trusted locations and
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controls in the player. This includes setting the flash player to only work with trusted locations and applications. This can be set to restrict access to *.oracle.com. Your company’s administrators can provide specific restrictions that should comply with the security policies your company wishes to enforce.
• In addition, Adobe posts updates and bulletins for its products to address specific security concerns or vulnerabilities.
What about Oracle’s security practices?• Oracle posts its Technical Support Policies, which includes links to Oracle’s Privacy Policy and Global
Customer Support Security Practices. All can be found www.oracle.com and http://www.oracle.com/support/policies.html.
I have other questions about Flash and My Oracle Support. Where can I get more information?
• The login page has a link to our FAQ, which provide answers to most questions about Flash, as well as providing information for registering new users and accessibility..
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