Friday Jul 10, 2015

Oracle Installation Services Reduce Customer Issues By Over 70%!

A nugget I took from a management class I attended years ago is "You can't manage what you don't measure".  Meaning that without good operational metrics in place, it's impossible to accurately measure the impact of process improvements and other initiatives.  Therefore, I've always been a big fan of good metrics.

My colleague, statistician, and 110.5% good guy, Chuck Malovrh, has been crunching data on the impact of Oracle Installation Services on customer issue rates.

The results are very interesting indeed.

Nerdy bit: Normalizing metrics so we're comparing like-with-like is the difficult bit.  So Chuck focused on M6 installs, as it's a relatively new system (minimize data staleness / hardware changes / wear-and-tear factors), yet powerful (people don't buy M6's unless they intend to run them hard - very high load, typically with high performance & redundancy requirements).  By focusing on all instances of a particular system model, we eliminate variabilities between system types, Geographical factors, Customer experience factors, etc.  Chuck normalized results by looking at the Service Request rate per 1,000 days of server operation.  That is, how many issues did customers report per 1,000 days - so let's call our unit of measurement Software Service Requests (SRs) per Kilo System Service Days (KSSD*).  "Bugged SRs" are Service Requests for which an actual Bug was identified, as opposed to say a configuration issue or user error.

Less issues are obviously better, both for customers and for Oracle. 

This is the win-win for which we strive.

 Oracle Installation Service
 Percentage of Total
 Number of Software SRs per KSSD*
 Number of Bugged SRs per KSSD*
 None 22%
9.9
3.3
 Hardware Only
66%
6.5 2.9
 Hardware & Software
12%
2.6 1.3

From the table we can clearly see that Oracle Installation Services have a dramatic impact on reducing the number of Customer Software Service Requests and Bugs encountered.

Oracle's Hardware Installation services leverages Oracle's Enterprise Installation Standards (EIS) which is a mature, tried-and-trusted best practice process, including recommended software and configuration checklists, so it's not a surprise that Hardware Installation Services have a positive impact on customers subsequent operational experience.

It should also come as no surprise that the additional Best Practice Software Installation and Configuration available with the Oracle Software Installation Service have a significant positive impact of further reducing the number of issues which customers subsequently experience - over 70% fewer issues and 60% fewer bugs per 1,000 days of subsequent operation than customers who didn't purchase an Oracle Installation Service.

These are really impressive figures.

I have long felt that customers' lifecycle experience is intrinsically linked to the quality of the initial installation and configuration.  Once a sub-optimal configuration is deployed to production, it's usually impossible to take it back out of production and reconfigure it properly.  Instead, it becomes a question of mitigating issues over the System's lifecycle, which is unlikely to result in an optimal customer experience.

That's why my team and I have been so focused on Best Practice Installation and Configuration over the last number of years, including the development of the Installation and Configuration utilities for SuperCluster Engineered Systems.

But this is the first time I've had reliable metrics on generic systems to back up my gut feel.

So next time you've purchasing servers, please consider purchasing Oracle Installation Services for them too. 

It'll save you time and money in the long run and save us all from dealing with unnecessary issues once the servers are deployed to production.

Nice work Chuck!

Best Wishes,

Gerry.

Monday Mar 10, 2014

ORAchk Health Checks for the Oracle Stack (including Solaris)

My colleagues, Susan Miller and Erwann Chénedé, have been working with the nice people behind the ORAchk tool (formerly RACcheck) to add Solaris health checks to the tool.

ORAchk 2.2.4, containing the initial 8 Solaris health checks, is now available:

ORAchk includes EXAchks functionality and replaces the popular RACcheck tool, extending the coverage based on prioritization of top issues reported by users, to proactively scan for known problems within:

  • E-Business Suite Financials Accounts Payables
  • Oracle Database
  • Sun Systems

ORAchk features:

  • Proactively scans for the most impactful known problems across your entire system as well as various layers of your stack
  • Simplifies and streamlines how to investigate and analyze which known issues present a risk to you
  • Lightweight tool runs within your environment; no data will be sent to Oracle
  • High level reports show your system health risks with the ability to drill down into specific problems and understand their resolutions
  • Can be configured to send email notifications when it detects problems
  • Collection Manager, a companion Application Express web app, provides a single dashboard view of collections across your entire enterprise

ORAchk will expand in the future with more high impact checks in existing and additional product areas. If you have particular checks or product areas you would like to see covered, please post suggestions in the ORAchk community thread accessed from the support tab on the below document.

For more details about ORAchk see Document 1268927.1

About

This blog is to inform customers about Solaris 11 maintenance best practice, feature enhancements, and key issues. The views expressed on this blog are my own and do not necessarily reflect the views of Oracle. The Documents contained within this site may include statements about Oracle's product development plans. Many factors can materially affect these plans and the nature and timing of future product releases. Accordingly, this Information is provided to you solely for information only, 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 remains at the sole discretion of Oracle. THIS INFORMATION MAY NOT BE INCORPORATED INTO ANY CONTRACTUAL AGREEMENT WITH ORACLE OR ITS SUBSIDIARIES OR AFFILIATES. ORACLE SPECIFICALLY DISCLAIMS ANY LIABILITY WITH RESPECT TO THIS INFORMATION. Gerry Haskins, Director, Software Lifecycle Engineering

Search

Categories
Archives
« August 2015
SunMonTueWedThuFriSat
      
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30
31
     
Today