Tuesday Aug 25, 2015

Cloud's Second Act: Business/IT Collaboration Emerges as Gold Standard

What a difference a few years can make, especially in the world of cloud computing. From the onset, speed has been one of the overriding benefits of the cloud ‒ allowing business leaders, perennially in search of greater agility, the ability to spin up new applications in record time – in months instead of years in many cases.

This enticing proposition gave rise to predictions of an impending tectonic shift in who would take the lead in purchasing and managing business solutions in the modern enterprise – with expectations that line of business managers would be firmly in the driver’s seat.

Not so fast… "Cloud Computing Comes of Age," a recent Harvard Business Review (HBR) study conducted on behalf of Oracle, reveals that collaboration between IT and business leaders is becoming the gold standard as cloud enters its second act. Nearly half of the 376 business and technology leaders surveyed say that IT and business are nearly equally involved in selecting cloud services.The first generation of cloud solutions was characterized by adoption of customer relationship management, recruiting and expense management systems. As cloud-based applications and infrastructure solutions mature to support a much wider range of mission-critical operations, a compelling need for establishing appropriate enterprise controls arises to avoid a new generation of siloed systems.

The HBR study concludes that companies "that have yet to pull cloud projects into the enterprise framework are wasting money and missing opportunities...By taking a more managed approach, cloud leaders have been able to reduce not only implementation time but also cost and complexity through their use of cloud."

Let's take a deeper look at cloud leaders, which are identified in the study as "companies that take a more managed, enterprise approach" to cloud computing. First, they are more likely to launch new products (72 percent), expand into new market segments (62 percent), and enter new geographies (55 percent) and new lines of business (39 percent) than cloud novices and cloud followers. One can surmise that the added agility that cloud-based solutions provide helps to fuel that flexibility and innovation. They also say that the cloud is freeing up their IT department to focus on more strategic initiatives (52 percent).

Cloud leaders are not only more likely to use cloud solutions across the top five functions where cloud services are in use (recruiting, marketing, sales force automation, travel/expense management and training), they’re also more often pushing cloud into more core business functions like procurement, supply chain and accounting.

Further, cloud leaders are more likely to have a strong partnership between IT and other parts of the business -- not just in determining requirements (47 percent) and selecting services (46 percent), but in acquiring and deploying them (33 and 26 percent, respectively). Even as we experience a "democratization" of IT, which is blending "roles and responsibilities at all levels and requiring new skills both inside and outside of IT," someone still has to lead the charge. When it comes to cloud leaders (as opposed to novices or followers) -- that person is more than twice as likely (62 percent) to be the CIO.

Perhaps most interesting from a customer experience perspective is that cloud leaders are increasingly becoming service brokers -- both internally to lines of business and externally by developing "as a service" models for their customers. The later scenario makes for an even more complex ecosystem that, in turn, requires new IT governance models and IT team skills.

Oracle understands these new requirements. We've experienced them firsthand as we move our own large enterprise onto the cloud, even as we continue to develop a universe of industry-leading SaaS, PaaS, and IaaS offerings for the market. And, we're here to help our customers succeed in their cloud journeys, applying our experience and solutions to help today's enterprises and CIOs achieve a new level of agility and innovation.

Tuesday May 19, 2015

Continuous Improvement of the Cloud Customer Experience

When it comes to Cloud, customers expect a solution that enables personalization, constant connectivity and security. And, through it all, we know that customers want an easy business relationship with their Cloud provider. To enable this, we focus on “Ease of Doing Business” attributes and in this post, I outline some of Oracle’s specific efforts.

First, as of March 2015, we have completely refreshed our Cloud documentation repository. All documents related to technical and functional aspects have been updated and posted. The repository can be easily accessed and navigated via the Oracle Cloud Portal, allowing you (customers) to achieve a rapid start upon the purchase of your subscription across any pillar and to access best practices throughout the lifecycle.

Second, as a result of having fully automated the provisioning process, we now expect a 36-hour turnaround for all orders processed. This impacts the ability of our customers to initiate the implementation phase and therefore, to more quickly capitalize on your Cloud subscription. We have also revised our Cloud Services policies, so that they provide a consistent experience for patching, application of language packs and refreshes across all Fusion pillars.

Third, we have significantly expanded knowledge resources for issue resolution via My Oracle Support portal, as well as further focused our services on problem prevention through a richer knowledge base, improving monitoring internally for faults. We indeed look to optimize our solutions from how we build them to how we support them.

Ease of Doing Business continues to be a top objective for us at Oracle across all of our offerings. I will continue to update you as more updates and benefits become available. 


Welcome to the Customers in the Know Blog. My name is Jeb Dasteel, I am Senior Vice President and Chief Customer Officer at Oracle. I am responsible for driving customer-focus into all aspects of the Oracle business. I advocate and work within Oracle to develop and deliver customer programs that increase customer retention, value delivered, satisfaction, and loyalty. This blog was designed to enhance our engagement and interaction with our customers, by providing them exclusive Oracle executive insights, ensuring they have the most up-to-date trends and news directly from Oracle, as well as guest blog submissions by some of our customers.



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