Hyperion Overview Traditional Support Model SupportNet Overview

1. Hyperion SupportNet™
Your Virtual Hyperion Help Desk
Emil Fernandez
General Manager
Perficient

2. Agenda
• Introduction
• Hyperion Overview
• Traditional Support Model
• SupportNet Overview
• Special Offer
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3. About Perficient
• 1800 Colleagues
• $260 Million in Revenue (2011)
• 20 Branch offices within US
• 3 Offshore Development facilities

4. Perficient and Oracle
Oracle Platinum Partner – Specialized on the latest Oracle product platforms and
technologies, as well as implementation and migration best practices.
- Oracle EPM Practice
- Oracle CRM Practice
- Oracle Business Intelligence Practice
- Oracle FMW Practice
Oracle Certified Education Partner – Certified to deliver the official Hyperion course
curriculum to customers via onsite training classes. Perficient owns and operates one
of the national Oracle training facilities listed on the Oracle website
Oracle Authorized Reseller – Certified on Hyperion licensing and pricing, authorized
to resell Hyperion licenses and maintenance contracts
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5. Hyperion – Increasing Complexity
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6. New Hyperion Implementations
• Consultants build it
• Knowledge transfer
• Troops pull out
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7. Hyperion Administrator – A Rare Gem
• Unique skill set
• Hard to find
• Expensive
• Turnover
• Staff for peak demand
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8. Staff to Peak Demand
Financial
Close
Staff to this level
Demand
Day 1 Day 30
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9. Cost to Maintain a Hyperion System *
• 1 – 3 FTEs
• Technical, functional, Planning, Essbase, HFM, DRM, etc…
• Primary and backup resources
• Cost of training, benefits
• $100 - $300K per year
• $8,000 - $25,000 per month
* Personnel only, excludes hardware/software costs
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10. Introducing Hyperion SupportNet™
Hyperion SupportNet™
Your Virtual Hyperion
Help desk
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11. SupportNet™ - Overview
Perficient’s SupportNet™ is a comprehensive and fully configurable (up to 24x7) service
offering that provides reactive and proactive support for your Hyperion applications.
Configurable and Scalable Reliable and Flexible
You “pull the levers” to adjust cost and coverage.
Number of monthly tickets, committed task Perficient is a US company with deep
hours, etc. are custom built around your technical and industry expertise in the US
applications. and throughout the world
Number of committed ‘Monthly Support Hours’ Price per ticket versus hours necessary for
based on demand and need resolution creates budget control.
Hours of support (can range from normal business Support team can be 100% US based or a
hours to 24x7) blended multi-shore team to best meet
Response / update / resolution times configurable your requirements on security, time-zones
to severity levels and English proficiency
Ticketing, IM and phone communication options
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12. Hyperion SupportNet Components
The web based
Ticketing System
maintains budget
Our Scheduled
Tasks manage
growth
Pro-active
monitoring finds
problems before
they become
tickets
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13. Proactive Monitoring
• Run tests and review logs to reveal potential issues that
can be resolved before they become major problems.
• Typical pro-active monitoring tasks:
• Monitor capacity utilization (disk usage, DB space)
• Review batch processes
• Backup Status Monitoring
• Monitor tablespace/log files for repositories
• Merge/Purge Log Files
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14. Scheduled Tasks
• Pre-approved engagements that involve support to current
operations or configuration changes that enhance performance
and user productivity.
• Hyperion Functional Work
• Impact assessment of new functional process
additions/modifications
• Functional enhancements
• Application Modifications
• Hyperion Technical Work
• Upgrades and migrations
• Modifications to scripts, data loads
• Lifecycle Management
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15. Web-based ticketing system
• Submit, track and review ticket history/status
• SLA-based reporting and heuristics
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Copyright Perficient Inc. 2012, All Rights Reserved

16. Set-up Engagement
Perficient will perform an initial setup engagement to
ensure proper documentation and procedures are in
place and to familiarize ourselves with both your team
and your environments. The setup process includes:
• Updating and compiling system architecture drawings
• Documenting security configuration, passwords and privileges
• Identify Hyperion environment URL’s
• Setup Support and logins for Perficient and testing remote
connectivity
• Identification of Primary and Backup personnel
• Identify personnel(s) eligible to initiate SupportNet tickets
• Training personnel on procedures for submitting SupportNet
requests
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17. Features & Benefits
• SupportNet
• Monthly fixed fee (12 or 24-month contract)
• Contract includes “x” number of support tickets per month
• Tickets initiated via phone, e-mail, or web
• Urgent and Non-Urgent response time SLAs
• Scheduled Tasks are tracked hourly, does not deplete tickets
• Separates support from development but provides access to development resources
• Proactive Monitoring is included in the base fee
• Benefits
• Provides a SLA to ensure timely response
• Predictable budget
• Covers maintenance activities
• Optimizes and enhances platform usage
• Provides a local and virtual team of support
• Can be used as a “lifeline” for internal help desk
• Access a pool of resources on-demand
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18. Staff to Peak Demand
Financial
Close
Staff to this level
Demand
Day 1 Day 30
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19. SupportNet Model
Financial
Close
Demand
Leverage On Demand
Value
Resources via SupportNet
Staff to this level
Day 1 Day 30
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20. Summary Comparison
Traditional Perficient
Support Model SupportNet Model
In-House Resources In-House supported by
Offsite Resources
Expensive: Dedicated Cost Effective: Shared
Resources Resource Pool
Inefficient: Staffed for Peak Efficient: On Demand
Demand Resources
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21. Special Offer
First month FREE
With 12-month
SupportNet contract
Mention the webinar
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22. Perficient SupportNet Contact:
Kaci Coble
kaci.coble@perficient.com
713.554.4031
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