Presentation is loading. Please wait.

Presentation is loading. Please wait.

Copyright © 2014, Oracle and/or its affiliates. All rights reserved. | Optimizing Oracle Exadata with Oracle Support Services [CON7054] A Client View.

Similar presentations


Presentation on theme: "Copyright © 2014, Oracle and/or its affiliates. All rights reserved. | Optimizing Oracle Exadata with Oracle Support Services [CON7054] A Client View."— Presentation transcript:

1

2 Copyright © 2014, Oracle and/or its affiliates. All rights reserved. | Optimizing Oracle Exadata with Oracle Support Services [CON7054] A Client View from KPN Eric Zonneveld Architect Engineered Systems Oracle Advanced Customer Support Jan van Dijken Service Delivery Engineer Oracle Advanced Customer Support October 02, 2014

3 Copyright © 2014, Oracle and/or its affiliates. All rights reserved. | 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 Oracle’s products remains at the sole discretion of Oracle.

4 Copyright © 2014, Oracle and/or its affiliates. All rights reserved. | Program Agenda KPN Overview Platinum Services Advanced Monitoring and Resolution Advanced Customer Support Lessons Learned

5 Copyright © 2014, Oracle and/or its affiliates. All rights reserved. | “We have multiple suppliers who deliver support and updates, but that makes it difficult for us to meet our service levels. We believe Oracle Platinum Services can improve the way we support our environment so that we are able to meet our service levels and, at the same time, lower our costs.” Michel Bosman Lead Architect, KPN Play video

6 Copyright © 2014, Oracle and/or its affiliates. All rights reserved. | KPN Overview Infrastructure, project and organization

7 Copyright © 2014, Oracle and/or its affiliates. All rights reserved. | KPN Overview Project startup (Mar) Ordering (Nov) POC Systems delivered X2-2 quarter (Dec) Phase I: Initiation and testing (Jan) Phase II: POC and pilots (Feb) Phase III: EXA demo (Mar) Phase IV: DTAP systems delivered X2-2 full (Jun) First critical application chain live (Nov) Platinum Services (Aug) DTA systems delivered X3-8 full (Jan) Oracle ACS and AM&R contract for service delivery (IM, PM, CM) (Jan) EXATEAM created (Jan) Migration DTA -> X3 (Jun) Separate production and non- production at rack level 2014 Delivery second production P2 based on 12c (Jan) Migrate workload P1 to P2 (Apr) Exalogic (May) Exalytic (Aug) Project

8 Copyright © 2014, Oracle and/or its affiliates. All rights reserved. | Haarlem Dataguard 40 km Aalsmeer KPN Overview Infrastructure

9 Copyright © 2014, Oracle and/or its affiliates. All rights reserved. | KPN Overview Total Hardware 24 compute nodes 62 storage nodes 560 cores 10,8 TB memory 55,8 TB flash 1,824 TB storage 16 IB switches 6 CISCO switches 4 KVM Per Site Storage bandwidth 50GB/s X2 93GB/s X3 per rack 1,5M IOPS (read) 1M IOPS (write) per full rack

10 Copyright © 2014, Oracle and/or its affiliates. All rights reserved. | KPN Overview Interesting landscape … – Huge Oracle database landscape (>2,000), lots of Oracle middleware and applications – All hardware and OS platforms in 27 datacenters – All versions (e.g. Oracle database 7 and up) Interesting objectives … – Data center migration and application / chain consolidation – Company strategy is to have vendor / partner take more responsibility – Decrease spend Challenges

11 Copyright © 2014, Oracle and/or its affiliates. All rights reserved. | KPN Overview Which leads to … – Increasing workloads because of consolidation – Increasing demands for performance, stability and availability While at the same time … – Aggressive outsource strategy – Continuous re-organization Challenging indeed Challenges

12 Copyright © 2014, Oracle and/or its affiliates. All rights reserved. | KPN Overview “Old fashioned” support did not work – Tiered model – Offshore “New way” of working – DBA centric, end-2-end responsible – 1 team onshore – Strong combination between Oracle (run) and KPN (change) How to engage

13 Copyright © 2014, Oracle and/or its affiliates. All rights reserved. | KPN Overview Oracle Platinum Services – Change management (Patching) Oracle Advanced Support Cloud Services – Incident management, problem management Oracle Onsite Support – Innovation, life cycle management (infra upgrade) KPN ITS Platform Business Applications – Change management, business consulting, backup & recovery Organization

14 Copyright © 2014, Oracle and/or its affiliates. All rights reserved. | KPN Overview Scalability – Servicing 594 databases (incl. 132 standby databases) – 220TB storage used (net) – 58 applications Performance – Performance gains ranging from 2x to 100x – Special hardware and backup infra no longer needed – Application scaling up 10x volume without a problem Benefits of introducing Exadata

15 Copyright © 2014, Oracle and/or its affiliates. All rights reserved. | KPN Overview Availability – Availability increase (no unplanned downtime) – Real Application Clusters – Active dataguard – Maximum availability architecture Faster life cycle management – Most up-to-date and secure platform – Introduction of 12c at least a year before other platforms Benefits of introducing Exadata

16 Copyright © 2014, Oracle and/or its affiliates. All rights reserved. | KPN Overview But what about support? – Incident Management SLA’s (notification, diagnostic, resolution) – MTTR – Service request handling – Problem management – Business KPI’s (anything) Benefits of introducing Exadata

17 Copyright © 2014, Oracle and/or its affiliates. All rights reserved. | Platinum Services Make the invisible visible

18 Copyright © 2014, Oracle and/or its affiliates. All rights reserved. | Platinum Services Part of hardware support “Free” but with rules Limited scope for incident management Oracle Advanced Support Gateway server OEM12c, customized with metrics, thresholds and escalation rules Patching Change management (in ACS portal) What is it?

19 Copyright © 2014, Oracle and/or its affiliates. All rights reserved. | Platinum Services Visibility of incidents (not events!) Visibility of problems Visibility of (wrong) configuration – RDS in Oracle executable Visibility of Oracle best practices not being applied Huge backlog – Moved from >120 open SR’s after engagement to average 15 SR’s currently What changed?

20 Copyright © 2014, Oracle and/or its affiliates. All rights reserved. | Oracle Monitoring Advanced Support Gateway Platinum aids company DBA’s with the incident management process

21 Copyright © 2014, Oracle and/or its affiliates. All rights reserved. | Oracle Advanced Support Cloud Services Advanced Monitoring and Resolution

22 Copyright © 2014, Oracle and/or its affiliates. All rights reserved. | Oracle Advanced Support Cloud Services Extends Platinum Services, adds problem management Broader scope – More events – Diagnostics – RCA’s – Resolution Integration with client IM/PM processes (ITIL-based) – Service Now What is it?

23 Copyright © 2014, Oracle and/or its affiliates. All rights reserved. | Oracle Advanced Support Cloud Services More responsibility delegated to Oracle (IM and PM process) Shifts focus from KPN DBA’s from running the infrastructure (run) to aid applications and business processes, introduce new functionality (change) Advanced Support portal What changed?

24 Copyright © 2014, Oracle and/or its affiliates. All rights reserved. | Oracle Advanced Support Cloud Services Increased service level objectives, e.g. – Resolution Severity 1: 80% < 1 day, MTTR average < 1 day Severity 2: 80% < 3 days, MTTR average < 3 days – Availability reporting Of (by the client) nominated critical database services and related applications, >99.99% – Incident summary reporting, quarterly Production / non-Production, by date and severity, by category (Exadata software, database, compute node, storage, switch, other) What changed?

25 Copyright © 2014, Oracle and/or its affiliates. All rights reserved. | Oracle Onsite Support Customer Integration

26 Copyright © 2014, Oracle and/or its affiliates. All rights reserved. | Oracle Onsite Support Acts as the “glue” between Oracle Platinum, AM&R and the client Life cycle management (upgrades) Innovation – New functionality, new releases – Best practices, Standardization Expert troubleshooting On site, close contact, customer intimacy What is it?

27 Copyright © 2014, Oracle and/or its affiliates. All rights reserved. | Lessons Learned 2 years of engagement, what worked and what didn’t?

28 Copyright © 2014, Oracle and/or its affiliates. All rights reserved. | Lessons Learned Oracle should be more visible in what they do – Frequent face-to-face reporting in a format that appeals to the customer Client does not want to know the differences within Oracle (Platinum, AM&R and ACS), should be one team and one voice Incident to problem promotion can be improved Portal could be improved – Google search and user friendliness – CI tagging Room for improvement

29 Copyright © 2014, Oracle and/or its affiliates. All rights reserved. | Lessons Learned Continuous learning within AM&R / Platinum – Enhancement of KA’s (knowledge articles) must become second nature Change management – Integration of Oracle changes into the CM system and processes of the client – Work on “awareness” of customers of patch frequency, hardware maintenance etc. Communication between support engineers and customer – Do not assume customers read all mail or plough through the portal every day Room for improvement

30 Copyright © 2014, Oracle and/or its affiliates. All rights reserved. | Lessons Learned Insight into Exadata significantly improved (exposure of problems) Co-operation between KPN and Oracle – Service delivery management (TAM) Co-engineering between Oracle and KPN – Local ACS resources – Complex problem solving What worked?

31 Copyright © 2014, Oracle and/or its affiliates. All rights reserved. | Oracle Services Advanced Customer Support + + = and Support

32


Download ppt "Copyright © 2014, Oracle and/or its affiliates. All rights reserved. | Optimizing Oracle Exadata with Oracle Support Services [CON7054] A Client View."

Similar presentations


Ads by Google