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TechBlue Advanced Support Advanced Oracle Support and Services Portfolio
GSA Schedule 70: GS-35F-0588V GSA 8a STARS2: GS-06F-1022Z
Benefit Vendor Support TechBlue Advanced Support
Focus Product sales-driven Product support-driven
Risk Support tied to licensing Support independent of licensing
Cost Model Maximize vendor margins Minimize customer cost (~ 40% less)
Flexibility Vendor limited Customer driven
Coverage “Off the shelf” Software Customized Solutions
Upgrades Upgrades dictated by vendor Upgrades dictated by customer
Innovation Vendor-only perspective Vendor and Industry perspective
WHY TECHBLUE ADVANCED SUPPORT
From a vendor perspective, license and maintenance
costs represent significant income. However, from a
customer perspective they represent significant cost.
More and more organizations are expressing
dissatisfaction with the cost of software vendor support
and maintenance costs. In some cases, vendors are
generating over 90% operating profits.
Improving operational efficiency requires a new support
model focused on expanding innovation, reducing costs,
improving performance, and eliminating limitations
associated with tying vendor software with support.
With TechBlue Advanced Support our customers are
able to focus more of their resources on strategic, mission-
critical improvements that drive performance, while
leveraging dedicated, round-the-clock support for solution
sustainment and enhancement.
0
20
40
60
80
100
120
Fiscal Year 2016
IT Operational vs Capital Expenditures
Capital Operational
71%
29%
Gartner IT Key Metrics Data 2016
TECHBLUE ADVANCED SUPPORT VERSUS VENDOR SUPPORT
Advanced Oracle Support
Designed to reduce time and money, and to maximize
the functionality, availability and scalability of critical
systems, TechBlue Advanced Oracle Support consists
of four complimentary offerings:
• TechBlue Incident Management
• TechBlue Support Team
• TechBlue Solution Manager
• TechBlue Innovation Center
KEY BENEFITS
• Allow staff to focus on core IT business issues
• Streamlined issue resolution • Formal Incident Management
methodology • Reduced risk of downtime and
service interruption • Reduced cost over traditional
support models • Proactive strategic and technical
guidance
Now more than ever, production systems require a blend of resources to proactively manage
and reactively respond to challenges and opportunities inherent to operations. TechBlue
provides a level of service designed for collaboration, guidance and support of mission-critical
systems and solutions, including applications, databases and middleware.
ORACLE INCIDENT MANAGEMENT
High availability with 24x7x365, mission-critical issue response
and resolution
KEY BENEFITS
• 24x7x365 Incident Management
• Toll-free 1800 number access • ITIL-based Incident Management
process • Dedicated support team that
knows client environments • Monthly, quarterly and yearly
performance metrics • Proactive and preventative advice • Tiered support streams ensuring
critical issues receive priority • Innovation Center replication of
client environments
High-performing systems and solutions are critical to
operational excellence, which is why TechBlue delivers
comprehensive solution support and incident
management services.
A team of dedicated support professionals stay deeply
familiar with client systems and operational objectives to
quickly respond to incidents, and deliver proactive
recommendations that improve business solutions.
As a member of the Oracle Partner Network TechBlue
leverages advanced diagnostic tools and technologies to
resolve issues and implement lasting changes to Oracle
solutions, resulting in greater system performance and
availability.
ORACLE SUPPORT TEAM
Dedicated, production-critical day-to-day system and solution
support
TechBlue dedicated support professionals provide
strategic and tactical expertise to support mission-critical
environments, systems and solutions.
Led by an Oracle Solution Manager, our dedicated team
delivers comprehensive issue identification, resolution
and proactive guidance to maintain optimal system
availability, scalability and performance.
Our personnel develop customized support portfolios to
ensure effective response to opportunities and
challenges, and follow proven solution development
methodologies to deliver new and enhanced capabilities
that increase mission success.
KEY BENEFITS
• Dedicated, vendor-certified, onsite and offsite personnel
• Issue identification and resolution through comprehensive health check plans and strategies
• Issue avoidance with proactive
issue identification and resolution • Reduce IT costs • Reduce resolution time by having
dedicated personnel available • Flexible support configurations for
off-hours, weekends and holidays
ORACLE SOLUTION MANAGER
Strategic, tactical and organizational consultation on Oracle
solutions and software
The Oracle Solution Manager serves as the primary point
of contact and expertise for TechBlue Oracle clients.
Front-line strategic, tactical and organizational advisory
services ensure client solutions continue to meet mission-
critical objectives and requirements.
TechBlue methodologies facilitate periodic reviews to
proactively identify potential challenges and exploit
opportunities, and drive recommendations based on
Oracle best practices.
In conjunction with a dedicated Oracle Support Team,
TechBlue is ensuring robust, value-producing Oracle
implementations.
KEY BENEFITS
• Allow your staff to focus on core IT business issues
• Streamlined issue resolution • Formal Incident Management
methodology • Reduced cost over traditional
support models • Proactive strategic and technical
guidance • Proactive opportunity analysis and
strategic recommendation
TECHBLUE INNOVATION CENTER
Cloud-based, scalable research, development and staging
environments
As a strategic and tactical component of TechBlue
Advanced Support, the Innovation Center enables our
support team to maintain close familiarity with customer
technologies by simulating environments, solutions and
software.
The Innovation Center enables faster incident resolution
by enabling realistic incident simulation in replicated
environments. Solution impact risk is reduced through
comprehensive testing and simulation prior to client
environment implementation.
In conjunction with proactive guidance and
recommendations, proofs of concepts are developed and
demonstrated to customer stakeholders for evaluation,
planning and implementation.
KEY BENEFITS
• Realistic incident replication
• Solution development, testing and approval
• Dedicated POC environment for proactive recommendation R&D
• Increased familiarity with client
environments and solutions • Cloud scalability and flexibility to
adapt to new client objectives • Increased incident resolution speed • Reduced customer risk
Middleware Application Server, Business Analytics, BPM, Cloud Application Foundation, Content Management, Data Integration Identity Management, SOA, Oracle Social Network, Transaction Processing, WebCenter, WebLogic
Database Oracle Database 10 / 11 / 12, Advanced Analytics, Database In-Memory, Database Security, Data Guard, GoldenGate, MySQL, OLAP, Real Application Clusters, Secure Backup, Spatial and Graph
Engineered Systems Oracle Big Data Appliance, Oracle Database Appliance, Oracle Exadata Database Machine, Oracle SuperCluster, Oracle Data Loss Recovery Appliance
Applications Customer Experience, Enterprise Resource Planning, Human Capital Management, Supply Chain Management, Oracle Policy Automation
Java Java Platform Enterprise Edition, Oracle Java SE Advanced, Oracle JRockit, NetBeans IDE
Operating Systems Oracle Linux, Oracle Solaris
ENGAGING TECHBLUE ADVANCED SUPPORT
TechBlue Advanced Support can be delivered in as little as thirty
days, engaging the support you need quickly
SUPPPORTED ORACLE PRODUCTS
71% 71%
TechBlue, Inc. +1 (800) 880-2654 www.techblue.com [email protected] DUNS: 602493186 CAGE: 45PY4
Also available from TechBlue:
• TechBlue Advanced Microsoft Support
• TechBlue Advanced FICO Support
• TechBlue Advanced AWS Support
• Data Analytics Solutions
• FICO Products