1. Oracle Platinum Services: Roadmap & Latest Developments
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Oracle Platinum Services: Roadmap & Latest Developments

2. OpenWorld 2018 Oracle Platinum Services
Roadmap & Latest Developments
Christiana Gwin Product Manager, Premier Support Oracle Platinum Services October 25, 2018

3. 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, timing, and pricing of any features or functionality described for Oracle’s products may change and remains at the sole discretion of Oracle Corporation.

4. Program Agenda 1
Platinum Services Direction Oracle Platinum Services Roadmap How Are We Doing? Q & A 2 3 4

5. Program Agenda 1
Platinum Services Direction Oracle Platinum Services Roadmap How Are We Doing? Q & A 2 3 4

6. Oracle Platinum Services
Platinum Services Direction
Oracle Platinum Services is in its 6th year
Our install base has thousands of systems and continues to grow yearly
Our ongoing focus
improving the consistency, quality, and efficiency of the service
evolving the security model to address the increasingly complex needs of the market
supporting customers’ changing compliance requirements

7. Program Agenda 1
Platinum Services Direction Oracle Platinum Services Roadmap How Are We Doing? Q & A 2 3 4

8. Implementation Netcheck Gateway Activation Automated Self Installation
Recent Enhancements
Netcheck
Checks SSL VPN endpoints beyond basic connectivity
Connected GWs enhanced to check newly updated SSL VPN IPs
Gateway Activation
improved UI interactive messaging
Automated Self Installation
Auto create PISR
Improved customer/engineer interaction
Future Enhancements
Gateway Activation
Add probes for GW create & SIW
Enhance automation for GW build & SIW activation
Automated Self Installation
Enhance and improve password collection methods
Introduce Bi-directional Netcheck, after password collection
Add capability to edit CSV file during PISR creation

9. Monitoring and Resolution
Recent Enhancements
Gateway Health check
notifications of failed checks, health check history, error definition
Multiple Services on Gateway
multiple services co-exist seamlessly
improved event validation (EM12ASR)
OEM 13c Integration
Available on GW9 and beyond
Auto SR Creation for Agent down
Detect downed agents. In EA phase
Future Enhancements
Diagnostic data upload
Node Eviction Monitoring
Oracle Auto SR for SW v2
Proactive Health check
Gateway Backups
ASR for Service Health
Gateway in the Cloud
Notification center

10. Patching Patch Scheduling Pre-patch Automation
Recent Enhancements
Patch Scheduling
For Exadata only, via customer portal; auto run Exachk; create patch SR
Pre-patch Automation
Enhanced UI, auto gen assessments & plans
Patching Resource Module
Can deploy multiple patches in parallel
Patch Execution
Auto CM ticket; new roles & deployment plans
Future Enhancements
Patch Automation
Extend OEM deployment procs to Exalogic and SuperCluster; enhance parallel patching
Patch Scheduling Tool
Add functionality for other systems and for IPSEC customers; split patching support
Patching Resource Module
Enhance roles and functionality

11. Security, Certifications & Other
Recent Enhancements
Customer Password Management
Credential management and optimized password grouping
Customer Experience Dashboard
Gateway version from customer portal
Certified Platforms
Certified new versions of Exadata, ZDLRA and SuperCluster
Audits and Assessments
Renewed (ISO, SSAE, HIPAA) as required to keep current.
Future Enhancements
Customer Password Management
Bulk create credentials
Two Factor Authentication
Enable for Oracle employee GW access
Safeguarding Platinum Operations
Improve security of performed tasks
Certifications, Audits/Assessments
New platform versions: ZFS, Exadata
Address any assessment gaps

12. Program Agenda 1
Platinum Services Direction Oracle Platinum Services Roadmap How Are We Doing? Q & A 2 3 4

13. How Are We Doing? Implementation
Consistent drive toward automation and self-service
Health check & Netcheck
Increasingly interactive process (SIW, auto created implementation SRs)
Interactive password management via customer portal
Monitoring and Resolution
Enhancing auto service request for SW for all supported systems
Optimizing our categorized fault list to include node evictions and agent unreachable errors
Enhancing our management of diagnostic file uploads

14. How Are We Doing? Patching
1500+ patching events per quarter
CSAT for FY18 was 83% and we have recorded 82% for Q1FY19
Steady improvement in patching success rate
96.88% for Q1FY19, up from <94% during Q1FY18
Security & Certifications
Worked to certify Privileged Session Mgt (Balabit); In EA phase
Plans to review other auditing options for compatibility with our processes
Continue to certify new platforms to expand our supported product family

15. Platinum Services Delivers Results
More than 1,900 customers have adopted Platinum Services
Maximize Availability & Performance
Reduce Support Complexity
Decrease IT Resource Requirements
Proactive, integrated approach to sustaining system health
Best practice configurations and patching
Critical issue prevention
69% fewer bugs encountered
65% fewer sev 1 service requests
48% faster issue resolution time
Single-vendor access to engineering expertise for complete Oracle stack
Service Requests (SRs) opened automatically through monitoring
Oracle performs patching when it’s best for your business
83% of SRs opened by Oracle
Oracle experts perform support and maintenance services on your behalf at no extra cost
64% fewer escalations
Note: Metrics cited are comparison of all Platinum systems compared to all non-Platinum ES; based on 6 month rolling average between Mar ‘18 and Aug ‘18
Note: All Bugged SRs are counted as Bugged only if SR has been ever put to "Development working" sub status and not as Bugged SR just because of bug is linked to it.
“Oracle Platinum Services is very proactive, we love that it creates automatic service requests—support from other vendors doesn’t come close to our experience with
Oracle Platinum Services.”
Optimized IT support during and after migration by using Oracle Platinum Services and My Oracle Support, and minimized service request response times thanks to a single-vendor solution for hardware and software.
“Oracle Platinum Services gives us seamless support. With their patching and monitoring our systems are more stable and secure. We no longer need a full team dedicated to monitoring. We reduced our costs and can now spend our time on innovation and achieving our business objectives.”

16. Program Agenda 1
Platinum Services direction Oracle Platinum Services Roadmap How are we doing? Q & A 2 3 4

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