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Agenda
1. Customer Experience in the Oracle Cloud
1. The Cloud Customer Journey
Selection
Partners
Consulting
Sales
R&D
Customer
Success
Support
Services
Management
Customer
Community
Solution
Consulting
SaaS Basics
Oracle delivers the Software as a Service
Customer consumes the Service as a Subscriber
Oracle publishes policies that cover our service lifecycle processes
Customer agrees to work within the published schedule, subject to discretionary opt-outs
Customer (or Partner) plan project milestones to accommodate published maintenance schedule
1.
2.
3.
4.
5.
Plan
Design
Extend
Build
Deploy
Test, (aka Stage), to be used for initial development and then for testing maintenance patches,
upgrades and ongoing customization
Dev1-n : Optionally, for a fee, Customers can acquire instances for parallel development and testing
Production refresh to Test (P2T) requires that both instances are at exactly the
service relationship
Understand our mandated standard monthly maintenance schedule for both Test and Prod
Understand the option and process to get critical patches as an exception to the monthly schedule
(Additional) On Boarding
(Standard) Provisioning
CSI is activated
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FSM/CE are NA only, but are replaced by CEP/CPA in EMEA and similar roles in J-APAC.
Implement
Use
Implementation Partner
Customer Organization
Sa
Center of
Excellence
Customer Success
Manager
Functional Best
Practices
Technical Best
Practices
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Operations
Close SR
Support
Provides Issues
Tracking &
Communication
Prod. Dev.
Plans and
schedules
patches/bundles
Plans and
Executes
Maintenance
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Update SR and
Customer
Rel. Mgmt.
PDIT/DevOps
Customer
Bug Review
Meeting
Weekly
Patch
Approval
Meeting
Report/Notify Patches
Applied and Exceptions
Week - 2
Week - 3
Month 2, 2014
Week - 4
Week - 1
Week - 2
Week - 3
Week - 4
S M T WT F S S M T WT F S S M T WT F S S M T WT F S S M T WT F S S M T WT F S S M T WT F S S M T WT F S
TEST
WPB x.1
WPB x.2
WPB x.3
WPB x.4
MPB 8.1
PROD
MPB 8.2
MPB 8.2
MPB 8.1
WPB x.1
WPB x.2
WPB x.3
WPB x.4
P2T
In Production
Implementing
(Concurrent Patching Opt-in)
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P2T
Upgrade Process
3.5 Weeks
Customer Confirms
Schedule
Customer Validates
Upgrade
Log an SR to confirm or
request change
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MR
New /
Not Live
The segment #1 (current customers with existing/inuse functionality) is the primary focus of a Limited
Availability (LA) program.
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Live
LA
In use Functionality
Product
New Capabilities
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Team Structure
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Implement
Use
Customer Organization
On Boarding
Plan
Design
Service Activated
Connected to Service
Connected to Resources
Introduce HCM Cloud
Service Best Practices
Assign Success
Manager and Client
Executive
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Extend
Build
Deploy
Checkpoint Reviews
Troubleshooting setups
Custom Solutions
HCM community guide
Transition to Use
In Production Use
Satisfied and
Reference (for Oracle
& Partner)
Cloud Priority Service
Transition to Client
Executive
are assigned
Ensure these activities are not under resourced
Project Governance
Ensure there is a Governance model in place that is adequate for size and
scope of the Project (remember SaaS is being implemented, not just software)
Ensure meetings are scheduled and the correct individuals participate from the
Executive
Sponsors
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Steering
Committee
Engagement
Management
Project
Delivery
Support
Make use of the various support tools that are available in addition to My
Support process
Understand SR severity and how severities should be set
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Oracle Cloud
Priority Service
22
resetting as necessary
Know and understand the Support process,
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project plan
Plan the support model for post go-live,
of the box then challenge, why will the standard way not work for the Customer.
Keep it simple, keep it simple, keep it simple
Implement basic features in line with what is needed and then optimise post
Plan
Led
by your
Success
Manager
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Scope,
Resources,
Duration?
Design
Does the
design
leverage best
practices and
proven
capability?
Extend
Are all high
priority
extended
requirements
met?
Build
Is the
Production
Environment
configured,
loaded &
validated?
Deploy
Ready to Go Live?
timelines
Ensure training activities need to be just in time
Dont under estimate resource needs for the project
Share learning from one project to another, regardless of geographical
differences
Participate in the various training and awareness sessions (e.g. this one, HCM
Live Sessions)
Fusion is new, even though terms across different Oracle HCM systems are
Production
Latest fixes applied before Go-Live
Sync up Prod and Test
and Test
Perform P2T after Monthly Patch Bundle
Schedule, plan for P2T well in advance
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Scale
Adoption
Practices in implementation
and use
Setups, Integrations,
Reporting, Security
Launch
Talent &
Comp
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Core HR
Pay
Release
T&L
etc.
Innovators
Large or complex strategic
customers, or Early Adopters
of new products
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Reference Materials:
Oracle HCM Cloud Service Overview
This document provides a complete overview of the Oracle HCM Cloud Service, including guidance on the
standard practices, policies and processes for optimal access and use. It also contains links to related
resources and documentation.
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cloud.oracle.com
SaaS Readiness for Human Capital Management Rel8 on cloud.oracle.com
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Cloud Service Requests and Fulfillment for HCM Cloud Service (Doc ID: 1534683.1)
Fusion HCM Cloud Service Patching Process (Doc ID: 1619092.1)
Working with Support (Doc ID: 1265130.1)
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