Upload
perficient-inc
View
1.124
Download
1
Embed Size (px)
DESCRIPTION
Hyperion Overview Traditional Support Model SupportNet Overview
Citation preview
Hyperion SupportNet™Your Virtual Hyperion Help Desk
Emil FernandezGeneral ManagerPerficient
Emil FernandezGeneral Manager
Perficient
• Introduction
• Hyperion Overview
• Traditional Support Model
• SupportNet Overview
• Special Offer
Agenda
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
6
• Consultants build it
• Knowledge transfer
• Troops pull out
Hyperion Administrator – A Rare Gem
7
• Unique skill set
• Hard to find
• Expensive
• Turnover
• Staff for peak demand
Staff to Peak Demand
Financial Close
Day 1 Day 30
Dem
and
Staff to this level
8
Cost to Maintain a Hyperion System *
9
• 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
Introducing Hyperion SupportNet™
10
Hyperion SupportNet™
Your Virtual HyperionHelp desk
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
You “pull the levers” to adjust cost and coverage. Number of monthly tickets, committed task hours, etc. are custom built around your applications.
Number of committed ‘Monthly Support Hours’ based on demand and need
Hours of support (can range from normal business hours to 24x7)
Response / update / resolution times configurable to severity levels
Ticketing, IM and phone communication options
Reliable and Flexible
Perficient is a US company with deep technical and industry expertise in the US and throughout the world
Price per ticket versus hours necessary for resolution creates budget control.
Support team can be 100% US based or a blended multi-shore team to best meet your requirements on security, time-zones and English proficiency
11
Hyperion SupportNet Components
Our Scheduled Tasks manage
growth
The web based Ticketing System maintains budget
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
15Copyright 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
• 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
Features & Benefits
Staff to Peak Demand
Financial Close
Day 1 Day 30
Dem
and
Staff to this level
18
SupportNet Model
Financial Close
Day 1 Day 30
Dem
and
Staff to this level
Leverage On DemandResources via SupportNet
Valu
e
19
Summary Comparison
TraditionalSupport Model
Perficient SupportNet Model
In-House Resources In-House supported by Offsite Resources
Expensive: Dedicated Resources
Cost Effective: Shared Resource Pool
Inefficient: Staffed for Peak Demand
Efficient: On Demand Resources
20
Special Offer
21
First month FREE
With 12-monthSupportNet contract
Mention the webinar