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My Oracle Support - Overview

Joey Hanlon
Regional Support Advocate
Customer Support Education

This document is for informational purposes. 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 in this
document remains at the sole discretion of Oracle. This document in
any form, software or printed matter, contains proprietary information
that is the exclusive property of Oracle. This document and
information contained herein may not be disclosed, copied,
reproduced or distributed to anyone outside Oracle without prior
written consent of Oracle. This document is not part of your license
agreement nor can it be incorporated into any contractual agreement
with Oracle or its subsidiaries or affiliates.

Agenda

My Oracle Support
Configuration Manager
My Oracle Support Community
Personalize My Oracle Support
Searching for Knowledge
Summary
Q&A

Leveraging Support Resources

My Oracle Support

Transforming the User Experience

Support Maturity Model
Simplifying Complexity
Reactive

Proactive

System goes down

You call Support
You wait for Support to call
back
Support calls you back
You download and install a
patch
System is eventually
recovered

Predictive

Support notifies you of the

latest patches

Specific software defect is

identified

You figure out which

patches apply to your
system

You are automatically

notified of the potential
problem & impact

You download the new

patches

Youre offered a remedy

You install the new patches

You implement the

recommended remedy

System outage is averted

some of the time

System outage is averted

most of the time

Which support model would you rather have?

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Simplified Support

Hyperion
e-Support

Siebel
SupportWeb
eBiz 7.8

Siebel Call
Center

Customer Portal
My Oracle
Support

Customer
Connection
Customer1

MetaLink
ITS

Oracle Customer Support

Siebel Call Center 8.0

Introducing: My Oracle Support

Next Generation Support

Embedded Configuration Management
Webstar Service Excellence Award 03-07

Extensive Knowledge Base &

Communities
Personalized & Proactive Service

+
Outcome: Customer Success
25% problems avoided
40% faster problem resolution
30% faster service request creation
SSPA Best Embedded Product Support 2008

97% of problems resolved quicker

with targeted knowledge

Faster Problem Resolution

Quick access to the information you need with our
new personalized dashboard
Robust knowledgebase and powerful self-service
tools
Enhanced Service Request (SR) management

Extended Preventative, Automated

Support Capabilities
A simpler, faster, easier way to maintain your Oracle
systems
Simplified configuration management solutions such
as Software Configuration Manager
Automated HealthChecks and Product Alerts

Increased Personalization
Powerful information management with increased
personalization and knowledge integration via the
Oracle My Oracle Support new user interface
Personalize your homepage content for easier access
to self-service tools and configuration data
Quickly access your Service Request history with
MySRs
Pro-Active Email with Headlines Information capability

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My Oracle Support
Graphical
View of
System
Health and
Critical
Patches
Based on
Your
Environment

Graphical
View of
Inventory
and Usage

Quick Access
to Tips and
Tricks. Many
Customizable
Drop In
Regions

Latest
Breaking
News

Page and Regions

Refreshed
Dynamically RealTime
Personalized View Of
Your Service
Requests
Based On What You
Need To Do Today

Systems Are
Prioritized
Based On Which
System
Configurations
Have Critical Issues
Needing Attention

Targeted
Knowledge
Based On Your
Specific System
Configurations

Manage Your
Projects At A
Glance

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My Oracle Support
Functionality
Configuration Manager

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My Oracle Support Configuration Manager

What is it?

A Support capability that automates configuration information

exchange between Oracle and our customers enabling faster
resolution and proactive detection of issues that our customers might
encounter. My Oracle Support utilizes core configuration management
capabilities available from Oracle Enterprise Manager and provides:
The ability to define configurations and organize projects
A view of System details and changes
Create, track, and status Service Requests
Advanced Knowledge Management capabilities
Proactive problem avoidance with HealthChecks
Proactive Product and Security Alerts
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Configuration Manager
What Data is Collected?
Captures information about:
Host
Oracle Software and Patches
E-Business Suite Patches
Database and iAS Patches
Third party software inventory

Access to this data is limited by:

Hardware
System Software
Oracle Product Information

Collected data does not include:

Business Transactions
Passwords
Control Sensitive Information

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OCM: The Big Picture

My Oracle Support

Support
Config View

SCM

Knowledge
Management

Oracle CCR

HTTPS

Proxy
Server

Oracle Live Link

Oracle Support Live Link
Oracle Live Link helps Oracle provide you timely and
focused Support.

Simple install/
command UI

A small amount of information about your environment is

sent to Oracle support to better handle your requests.
To see an example of the information, select this link.

Enable Oracle Live Link

Disable Oracle Live Link

< Back

Next >

Cancel

Customer Site

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Configurations
Security and Privacy Concerns

Customers see the same data as Oracle

Primary access is by Oracle Product Support
Data is used by Product Support to improve the customer level of
service
Data collected is hardware, system software, and Oracle product
information
Data does not include business transactions, passwords, or control
sensitive information

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Software Configuration Manager:

Features and Benefits
Rich interactive experience
Drag and drop, customization, context-sensitive menus, live data
updates, advanced charting, more

Advice
Best practices, summary-level and detailed
Health checks
Patch alerts

Dashboard views
Single contextual views for Inventory, Advice, SRs, Related News,
Headlines

Live Reporting
Understand inventory, usage and deployments, service requests,
etc.

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Viewable Configuration Info

For Database

For Applications

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Collaborate
My Oracle Support Community

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Oracle Community
Oracle Community Expansive
Membership

More Channels = More

Knowledge
Complementary
Trusted
Community

Community
My Oracle Support
Community

Oracle
User Groups

Oracle Partner
Network

Oracle Technology
Network/Ospace

Oracle Wiki

Customer & Partner

Driven Participate in
the Community Evolution

Oracle Mix

Oracle Blogs

Oracle Customers &

Partners are
encouraged to be
members of multiple
Oracle Communities

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Why Participate?
Connect

Collaborate

Communicate

Consume

Connect with the experts Your peers and Oracle combined

Expand your network!

Exchange ideas & best practice information

Post questions and obtain answers
Exchange knowledge

Share information with your network

Hear about what is going in the industry - attend events, pod
casts, etc. to stay ahead
Learn from the community -> Increase your expertise
Personalized access to the collective intelligence of your
community members
Rapid resolution via access to the expansive network of
resources
-> More time to focus on your business!

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Launching Page

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Home Page
Communities
List

Events

Top Participants

Recent content (discussions, documents, etc.)

Announcements
(highlighting content,
people, etc.)

Recent content (discussions, documents, etc.)

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Personalize
My Oracle Support

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Main Dashboard

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Main Dashboard Personalization

Click on the
Customize Page tab in
the upper right had
corner of the
Dashboard to add
additional regions to
the Dashboard

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Filtering Options

Filtered by
Support Identifier
Product

Resulting in exactly what you want to see

You can now create/modify

PowerView filters directly
from the content attributes
of a specific region via the
Action menu.

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Detailed System

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System Health Health Checks and

Patch Advice

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Getting Help

Page-Sensitive Task Help in 4 Languages

Videos , Articles, Links

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Main Dashboard

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Inventory and Usage Region

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Service Request Region

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Viewing a Service Request

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Bug Summary Region

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Projects Region

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Project Dashboard

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Dashboard News and Notes /

Knowledge Articles

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Task Associate Region

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Knowledge Tab

See Metalink note #562691.1 for more information on Knowledge Home and Searching

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Service Requests Tab

See Metalink note #562691.1 for more information on Service Request Creation and Home page

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Patches and Updates Tab

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Community Tab

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Reports Home Page Tab

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Inventory and Usage - Details Page

To change from graphical view

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Service Requests Report

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Getting the most out of

My Oracle Support

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My Oracle Support
Search
Techniques

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SCM Knowledge Browser Page

Listed under Support Tools, or go to My Oracle Support Note
421295.1

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My Oracle Support Research Options

Value to you:
Get the exact answers you need
Save time
Search in all categories
Or search in specific categories
Knowledge Base
Bug Database
Technical Forums
Or by a specific ID #
Knowledge Base Document ID #
Service Request #
Error Code
Patch #

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Quick Search Capability

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Improved Search Filters

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Advanced Search

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Knowledge Tab

See Metalink note #562691.1 for more information on Knowledge Home and Searching

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Customer Knowledge Exchange

What is it?
A space in My Oracle Support dedicated to showcasing documents
written by customers and published in Oracles public knowledge
base. Links on the Knowledge Browser home page

Who has access to the documents?

Documents are available to +300,000 customers, partners and
employees who have a My Oracle Support account.

What do customers get for contributing?

Monthly reports that show how often their documents are being used
and the feedback we are receiving.
Ability to influence the knowledge exchange program by providing
valued feedback.

How to Submit an Article

Submittal process can be found on the CKE page by clicking the

Submit Here link.

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Summary
Personalize My Oracle Support, use Hot Topics email to
keep up to date
Quick Search & Advanced Search, both with additional
filters
Use the Knowledge Browser, and Search within product
Begin utilizing the new features in Configuration Support
Manager
Provide feedback to help us keep improving My Oracle
Support

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Thank You !

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