Outsourcing Oracle E-Business Suite Kevin Brown Manager, Enterprise Applications January 21, 2009 kbrown@symmetricom. com
At a Glance Ø Global leader providing mission critical time and frequency solutions Ø Headquartered in San Jose, CA. Ø Offices throughout the US, as well as the United Kingdom, Germany, China and Malaysia Ø Manufacturing in SF Bay Area, Massachusetts, Colorado and Puerto Rico Ø FY 08 revenue $208 M Ø ~900 employees
A Sampling of Customers Telecom Government Enterprise
Oracle Environment Ø E-Business Suite 11. 5. 10 CU 2 Ø Sierra Atlantic currently provides hosting and remote DBA services Ø Live since June 2001
Oracle Modules Ø Financials • • Ø Ø AR AP Ø Other Modules GL • HR Projects • ICM FA Time&Labor Ø i. Expense Procurement • PO • i. Supplier • i. Procurement Manufacturing • • • INV WIP (Discrete) ENG BOM MRP Order Mgmt/CRM • • OM Tele. Service Contracts i. Support
Oracle History
Outsourcing Expectations u u u Single contact Data center: Performance, troubleshooting and infrastructure System monitoring, performance and capacity planning Database functions: Performance, refreshes, backups and recovery Patch analysis and application Manage concurrent manager
App. Shop u u u Initial implementation partner Hosting ppartner Support § Front-line support § Worked directly with Super Users u Primary project partner
Why We Left App. Shop? u Sarbanes-Oxley Compliance § SAS 70 Type II requirement u u Cost Support
Why Oracle On. Demand? u u u Compliance: SAS 70 Type II certification Monthly savings of over 13 K Remove the “middleman” Better access to Oracle product teams and development Experts at their own software Pricing based on number of licenses versus service requests
Cutover to On. Demand u u u Migration of data CEMLI review Upgrade to 11. 5. 9 Completed in three months Went live on schedule in May 2004
On. Demand – The Good u u u Priority with Oracle Support Strong service delivery manager One help desk for all issues – Metalink
On. Demand – The Bad u u Lack of continuity Nagging issues § Workflow § Load balancing u u u Slow response for “simple” requests Lack of personal service Too large to focus on Symm specifics
Why We Left On. Demand? u Cost § New contract increased cost dramatically u u Wanted closer relationship Overall service level was declining
Select the Next Partner u Two firms made the short list § USI – Owned by AT&T – Concern about getting lost in such a large company… again – Coincidently a distant relative of App. Shop § Sierra Atlantic – Hosting is a small division – Offers software and other services – Robust disaster recovery offering u Performed study of bringing in-house § Outsourcing saves about 20%
Move to Sierra Atlantic u u u Strong coordination between On. Demand – Sierra Atlantic – Symmetricom Smooth cutover in 2 ½ months Went live on schedule in February 2008
Sierra Atlantic – The Good u u u u Close relationship with DBA and account management Transparency – cannot tell DBA has other clients Rapid response to issues and inquiries We can call someone that can actually take action Primary DBA knows history of changes and tweaks System monitoring Mirrored disaster recovery site
Sierra Atlantic – The Bad u Help Desk can be difficult to use and lacks features
Relationship Management u u u Trust – they are the experts Question – you should understand Be persistent – be the squeaky wheel when necessary Rate issues appropriately – don’t squeak at the wrong time Understand agree on the processes Share future plans – even if not specific to EBSO
Outsourcing EBSO
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