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Jonathan Berry President & CEO 203.331.2267 Leveraging a Help Desk as part of a Hyperion Center of Excellence Copyright © 2014, Accelatis.

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Presentation on theme: "Jonathan Berry President & CEO 203.331.2267 Leveraging a Help Desk as part of a Hyperion Center of Excellence Copyright © 2014, Accelatis."— Presentation transcript:

1 Jonathan Berry President & CEO Leveraging a Help Desk as part of a Hyperion Center of Excellence Copyright © 2014, Accelatis. All rights reserved. Powering I.T. Empowering Business.

2 Agenda 1.Accelatis Background 2.Center of Excellence 3.Challenges with Support Process 4.Enter the Help Desk 5.Detailed Support Process 6.Root Cause Analysis 2 Copyright © 2014, Accelatis. All rights reserved.

3 3 Hyperion Solutions: HFM Development Team – 1998 Oracle: Director of Engineering HFM / FDM – 2008 Accelatis: Founded in 2008 Jonathan Berry Founder / CEO Development and Support Team 80 Years of Combined Hyperion Experience Rob Poirier 20 Years of Hyperion / EPM Experience Director of Client Services Who are We? Copyright © 2014, Accelatis. All rights reserved.

4 Provide you the needed insight & control into Oracle EPM / Hyperion to efficiently & consistently manage your system to deliver maximum user benefit…. Our Focused Mission Copyright © 2014, Accelatis. All rights reserved. 4

5 Our Solution Enterprise Systems Manage All Moving Parts Manage All Moving Parts Monitor Across All Environments Monitor Across All Environments Resolve More Quickly Resolve More Quickly Simulate User experience Simulate User experience Optimize Eliminate Bottlenecks Optimize Eliminate Bottlenecks Support Streamline Process 1.Empower Business Users & IT 2.Broad Approach to APM 3.Deep Look into Underlying Systems 5 Copyright © 2014, Accelatis. All rights reserved.

6 What is a Center of Excellence? Enterprise Systems Manage All Moving Parts Manage All Moving Parts Monitor Across All Environments Monitor Across All Environments Resolve More Quickly Resolve More Quickly Simulate User experience Simulate User experience Optimize Eliminate Bottlenecks Optimize Eliminate Bottlenecks Support Streamline Process 6 Copyright © 2014, Accelatis. All rights reserved.

7 Challenges 1.No One Size Fits All solution 2.Needs change depending on stage of deployment 3.Support is often owned by Finance supported by teams that dont always fully understand it 4.Disjoint processes usually comprise overall Support Process 5.Support is often a global challenge crossing time zones and languages 6.Many disciplines required through lifecycle of a ticket 7.Few tools provide Hyperion-specific support 7 Copyright © 2014, Accelatis. All rights reserved.

8 Problem resolution ownership (without collaborative toolset) Application Administrator IT Product Support Management Users (to help reproduce) Outsourced IT Who owns this? 8 Copyright © 2014, Accelatis. All rights reserved.

9 What is a Help Desk? Centralized Support Ticket Management Gather User Info Issue History Copyright © 2014, Accelatis. All rights reserved. 9

10 Basic Help Desk Process 10 Copyright © 2014, Accelatis. All rights reserved.

11 Support Process is something bigger Centralized Support Ticket Management Issue History Gather User Info Knowledge Base(s) Training Gather Infrastructure Info Gather Performance Data Root Cause Analysis Communicate with Oracle Support Copyright © 2014, Accelatis. All rights reserved. 11

12 Support Process Illustrated 12 Copyright © 2014, Accelatis. All rights reserved. Help Desk Gather User Info Gather Infrastructure Data Gather Performance Data Self-Service Training Root Cause Analysis Local Knowledge Base Ticket History Oracle Support Self-Service Resolution User Created System Created Global Shared Knowledge Base Oracle Knowledge Base Users Notifications Multiple Disciplines Required

13 Leverage Proven Mechanisms Self-Help Diagnostics and Troubleshooting o Did this solve your problem? Issue Acknowlegement o Utility Companies: We are aware of an issue in your area 1.User knows Admins are aware 2.Admins know magnitude of problem without multiple tickets Shared Knowledge Base o 30 other companies found this helpful Copyright © 2014, Accelatis. All rights reserved. 13

14 Automation can only do so much Need reproducible methodologies for Root Cause Analysis Copyright © 2014, Accelatis. All rights reserved. 14

15 Recipe for Root Cause Analysis Ruled Out as Issues Possible Issues Software Bug Component Failure Data Population Config out of sync Resource bottleneck App Change Network Config Change 15 Copyright © 2014, Accelatis. All rights reserved.

16 RCA Methodology 16 Symptom Analysis Actions Cause Systemic performance Intermittent performance Server failing Feature failing Process failing Systemic performance Intermittent performance Server failing Feature failing Process failing User Problem Verify Rule Out Analyze and Rule Out Look for reported Errors Analyze Performance Poor Config Config Change Data Change Application Change Configs out of sync Poor Config Config Change Data Change Application Change Configs out of sync Network Logs Alerts Logs Alerts Database App Server Web Server Benchmarks Database App Server Web Server Benchmarks Software Bug Failed Component Resource Bottleneck Network Config Change App Change Config Sync Data Change/Population User Error/ Misrepresentation Copyright © 2014, Accelatis. All rights reserved.

17 Time Investment 17 Copyright © 2014, Accelatis. All rights reserved. Major Version Introduction Minor Version Introduction

18 Available Tools Manual Mechanisms o Memory and Post-It Notes Generic Solutions Applied to Help Desk o , SharePoint, Evernote, Dropbox Purpose-Built Help Desk Tools (many others) o ZenDesk o FreshDesk o *SalesForce (More of a focus on CRM including Sales) Comprehensive Support Process Tools o *Accelatis (Built with knowledge of Hyperion) o Proxy Networks Copyright © 2014, Accelatis. All rights reserved. 18

19 Building Community 19 Copyright © 2014, Accelatis. All rights reserved. Accelatis is engaging with Hyperion clients who want to be part of this knowledge-sharing community. Come speak to us if you are interested

20 Questions? 20 Jonathan Berry President & CEO Ed DeLise VP Sales & Marketing, Principal Copyright © 2014, Accelatis. All rights reserved.


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