1Copyright 2013, Oracle and/or its affiliates. All rights reserved.

Resourcing
Partner Training

Safe Harbor Statement

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 decisions.
The development, release, and timing of any features or
functionality described for Oracles products remains at the sole
discretion of Oracle.

3Copyright 2013, Oracle and/or its affiliates. All rights reserved.

Note .
This presentation is based on a prototypical project. Each

engagement is somewhat unique thus all possible scenarios and

solutions may not be depicted.

4Copyright 2013, Oracle and/or its affiliates. All rights reserved.

Agenda
Customer Roles and Responsibilities
Customer and Implementer Responsibilities
Resourcing
Services Scope, Printer Mgmt, Performance Mgmt, Required

Software, Change Mgmt, Release Mgmt, Access Mgmt, Incident

Mgmt, Problem Mgmt, Monitoring, Continuity Mgmt, Configuration
Mgmt

5Copyright 2013, Oracle and/or its affiliates. All rights reserved.

Statement of Work Schedules

The definitive guides for OMCS are the OMCS Statements of Work and Schedules,

which can be found in My Oracle Support..

It is imperative that the Partner Project Manager reads and understands both the

implementers and OMCS roles described in these documents. In the event of any
discrepancy between the customers expectations and the OMCS offering, the
OMCS Service Delivery Manager (SDM) will refer back to these documents as the
definitive guide.
There are a number of critical processes and service levels established in these

documents including, but not limited to, the lead time for instance clones, the lead
time for a new instance provisioning, how to request an additional instance, etc.

6Copyright 2013, Oracle and/or its affiliates. All rights reserved.

Customer Roles and Responsibilities

Initialization

Network Connection/Circuits
DNS Setup
Instance Management Plan
Approve Engagement Plan
Approve Project Plan
Stakeholder List
Implementer Selection
Customer Equipment
Technical Resource
PM Resource

Implementation

Implementation Planning
CEMLI/Workflow Creation
Test Migrations/Dry Runs
Patching
UAT
Integration/Unit Testing
Performance Testing
Product Issue Management
User Management
Backup and Refresh Scheduling
CRP 1,2,3
Design Reviews
Status Reports
Milestone Management
Technical Task Management
CEMLI Management
CEMLI Checklist (PA)

7Copyright 2013, Oracle and/or its affiliates. All rights reserved.

Transition

PA Completion
Cutover Planning
Final Testing
Go/No Go Decision

Production
Production Application Management
Application Mgmt
User Management

Customer and Implementer Responsibilities

Life of Project
Understanding of appropriate Policy Documents for Services obtained from OMCS.
Completeness and accuracy of the Customer Requirements Document.
Input and updates to all SRs through MOS for operational and product support issues that arise following requested
OMCS activities.
Awareness and understanding of published lead times and service level targets for requested OMCS activities,
including but not limited to patching, refreshes, and CEMLI code promotion.
Management of customer-owned resources/tasks and implementer-owned resources/tasks such as UAT and
custom development
Functional implementation project management
Internal coordination to determine approved service windows for OMCS activities; input of RFCs as needed
Management of instance strategy and associated service requests
Tracking of patches and fixes required throughout development and implementation
Initial input and escalation of Service Requests.

8Copyright 2013, Oracle and/or its affiliates. All rights reserved.

Customer and Implementer Responsibilities

Life of Project
Patching, system changes, CEMLI promotions etc, until after Go Live
All aspects of testing, including user acceptance testing, load, stress and performance testing, and testing of CEMLIs and
printing.
Set up and configuration of client PC hardware
Preparation of go-live cutover plan in conjunction with OMCS TM

9Copyright 2013, Oracle and/or its affiliates. All rights reserved.

(cont)

Resourcing
Services Scope

10Copyright 2013, Oracle and/or its affiliates. All rights reserved.

Resourcing

Services Scope (cont.)

11Copyright 2013, Oracle and/or its affiliates. All rights reserved.

Resourcing

Printer Management

12Copyright 2013, Oracle and/or its affiliates. All rights reserved.

Resourcing

Printer Management (cont.)

13Copyright 2013, Oracle and/or its affiliates. All rights reserved.

Resourcing

Performance Management

14Copyright 2013, Oracle and/or its affiliates. All rights reserved.

Resourcing

Required Software

15Copyright 2013, Oracle and/or its affiliates. All rights reserved.

Resourcing

Required Software (cont.)

16Copyright 2013, Oracle and/or its affiliates. All rights reserved.

Resourcing

Change Management

17Copyright 2013, Oracle and/or its affiliates. All rights reserved.

Resourcing

Change Management (cont.)

18Copyright 2013, Oracle and/or its affiliates. All rights reserved.

Resourcing

Change Management (cont.)

19Copyright 2013, Oracle and/or its affiliates. All rights reserved.

Resourcing

Change Management (cont.)

20Copyright 2013, Oracle and/or its affiliates. All rights reserved.

Resourcing

Release Management

21Copyright 2013, Oracle and/or its affiliates. All rights reserved.

Resourcing

Release Management (cont.)

22Copyright 2013, Oracle and/or its affiliates. All rights reserved.

Resourcing

Release Management (cont.)

23Copyright 2013, Oracle and/or its affiliates. All rights reserved.

Resourcing

Access Management

24Copyright 2013, Oracle and/or its affiliates. All rights reserved.

Resourcing

Access Management (cont.)

25Copyright 2013, Oracle and/or its affiliates. All rights reserved.

Resourcing

Access Management (cont.)

26Copyright 2013, Oracle and/or its affiliates. All rights reserved.

Resourcing

Incident Management

The OMCS Service Desk serves as the initial point of contact for Customer Incidents related to the
Oracle Programs and as the Customer interface for requests for Change and Problem resolution.
Customer Service Requests (SRs) are received by the OMCS Service Desk and evaluated to
determine the type of request:
For SRs that request a Change, the SR is processed using the Change Management process.
SRs that involve requests for assistance and error reports are processed using the Incident
Management process.
Each SR is routed to the proper resolution queue accordingly.

27Copyright 2013, Oracle and/or its affiliates. All rights reserved.

Resourcing

Incident Management (cont.)

28Copyright 2013, Oracle and/or its affiliates. All rights reserved.

Resourcing

Incident Management (cont.)

29Copyright 2013, Oracle and/or its affiliates. All rights reserved.

Resourcing

Problem Management

30Copyright 2013, Oracle and/or its affiliates. All rights reserved.

Resourcing

Problem Management (cont.)

31Copyright 2013, Oracle and/or its affiliates. All rights reserved.

Resourcing
Monitoring

32Copyright 2013, Oracle and/or its affiliates. All rights reserved.

Resourcing
Monitoring (cont.)

33Copyright 2013, Oracle and/or its affiliates. All rights reserved.

Resourcing

Continuity Management

34Copyright 2013, Oracle and/or its affiliates. All rights reserved.

Resourcing

Continuity Management (cont.)

35Copyright 2013, Oracle and/or its affiliates. All rights reserved.

Resourcing

Configuration Management

36Copyright 2013, Oracle and/or its affiliates. All rights reserved.

Resourcing

Configuration Management (cont.)

37Copyright 2013, Oracle and/or its affiliates. All rights reserved.

38Copyright 2013, Oracle and/or its affiliates. All rights reserved.

39Copyright 2013, Oracle and/or its affiliates. All rights reserved.