01 - 02 HCM Cloud Ops

Fusion HCM:
Customer Success in the Oracle Cloud

Youtube Video: Get Smart About SaaS and Cloud
Vish Gaitonde, Director - Strategic Alliances

Customer Experience Center of Excellence
1
Copyright 2014, Oracle and/or its affiliates. All rights reserved.
For Internal Use Only
Agenda
1. Customer Experience in the Oracle Cloud
1. The Cloud Customer Journey
2. Oracle Fusion HCM Cloud Service
2. Customer Lifecycle Management

1. Provisioning and Onboarding
2. Maintenance & Upgrades
3. Limited Availability & Managed Rollouts
3. COE - Implementation Experience and Best Practice Guidelines
Customer Experience in the Cloud
Cloud Customer Success is a Journey

Sustained
Value
Evolution
Adoption
Implementation
Selection
Partners
Consulting
Sales
R&D
Customer
Success
Support
Services
Management
Customer
Community
Solution
Consulting
SaaS Basics
Oracle delivers the Software as a Service
Customer consumes the Service as a Subscriber
Oracle publishes policies that cover our service lifecycle processes
We provision, maintain, and upgrade for you.
Oracle publishes a schedule for maintaining the software
Patches to fix problems
Upgrades to improve software capability or operational infrastructure
Customer agrees to work within the published schedule, subject to discretionary opt-outs
E.g. discretionary patch bundles
Customer (or Partner) plan project milestones to accommodate published maintenance schedule
for Production and Non-Production instances
Fusion HCM Cloud Critical Success Factors
1.
Clarity around HCM Cloud/SaaS and what is being implemented

(implementing a Service, not an Application)
2.
Using a methodology/approach that is aligned not just with Cloud/SaaS

principles, but also with Oracles Fusion HCM Cloud Services
3.
Partner and Customer expectations aligned with related operational services

offered, policies, procedures and (best) practices
4.
Qualified resources (Partner & Customer)
5.
Change Management, Project Governance and other key Project Management

functions (e.g. planning, risk management and issue tracking, etc.)
Three-Way Partnership to Deliver Customer Success

Leverage People, Processes and Resources
People Leverage Partners, Support,
Education services and Communities.

They are all here to ensure your success
Process Understand and adopt
Policies, Procedures and (Best) Practices

of implementation, support and operations
Resources Get Familiar with
Guidelines, Content, Tools and

Knowledge Transfer/Education Resources
Plan
Design
Extend
Build
Deploy
Customer Lifecycle Management
Oracle Cloud SaaS Environment Basics

2 environments are provisioned as standard
Test, (aka Stage), to be used for initial development and then for testing maintenance patches,
upgrades and ongoing customization
Production, (aka Prod)
Dev1-n : Optionally, for a fee, Customers can acquire instances for parallel development and testing
Production refresh to Test (P2T) requires that both instances are at exactly the
same release and patch level

Customers need their own instance mgmt. strategy for the lifetime of their
service relationship
Understand our mandated standard monthly maintenance schedule for both Test and Prod
Understand the option and process to get critical patches as an exception to the monthly schedule
Understand the conditions attached to exception patching
HCM Cloud Provisioning & On-Boarding

(Required) Post-Provisioning
(Additional) On Boarding
(Standard) Provisioning
Customer signs a contract and the Cloud order

is booked (booking notification required to
create envs)
Sales provides details (service admin contact,

language packs, etc.) to Provisioning Team
Environment creation process is started
Customer Service Admin contact receives two

emails, one for Prod, then one for Test
NOTE: Verify the env type before setting up
CSI is activated
10
Sales provides additional information for

Account Assignments (FSM/CE) and
access to Customer Connect
Notification Portal Welcome Letter sent
to Portal Admin (designated by Sales)
Customer Service Admin is provided a link to

the Getting Started Note on MOS
Single User login provided to Service

Admin to be used for additional setups
Getting Started Instructions provided (MOS

Note) to create initial implementation users,
security roles, and assignments
Service Admin receives login to

MyServices which provides access SFTP
server details and ability to reset SFTP
password
Customer Connect Welcome Email sent

Customer Notification Portal Admin
to customer contacts (designated by Sales)
should add backup administrators and
Assignment of FSM/CE
other customer contacts & partner contacts to
receive downtime and upgrade notifications
FSM contacts customer to setup Getting
Started Presentation
Customer can designate backups for Service
Admin, Account Admin in Cloud Portal
FSM/CE are NA only, but are replaced by CEP/CPA in EMEA and similar roles in J-APAC.
Oracle HCM Cloud Service Engagement

Buy
Implement
Use
Implementation Partner
Customer Organization
Sa
Center of
Excellence
Customer Success
Manager
Functional Best
Practices
Technical Best
Practices
My Oracle Support (MOS)

Product Development
11
Operations
Understanding the Issue to Resolution Flow

Customer
Raises SR in MOS with
Needby, Milestones
Close SR
Support
Provides Issues
Tracking &
Communication
Identifies and enters

BUG
Prod. Dev.
Repairs and QAs

Issue/Bug
Plan Weekly Patch Application

Content and Pods
Plans and
schedules
patches/bundles
Plans and
Executes
Maintenance
12
Update SR and
Customer
Prioritize, actions and

follow ups assigned
Rel. Mgmt.
PDIT/DevOps
Customer
Bug Review
Meeting
Weekly
Patch
Approval
Meeting
Execute Patching (Weekly

and Monthly bundles)
Report/Notify Patches
Applied and Exceptions
Patching Schedule Example

Month 1, 2014
Week - 1
Week - 2
Week - 3
Month 2, 2014
Week - 4
Week - 1
Week - 2
Week - 3
Week - 4
S M T WT F S S M T WT F S S M T WT F S S M T WT F S S M T WT F S S M T WT F S S M T WT F S S M T WT F S
TEST
WPB x.1
WPB x.2
WPB x.3
WPB x.4
MPB 8.1
PROD
MPB 8.2
MPB 8.2
MPB 8.1
WPB x.1
WPB x.2
WPB x.3
WPB x.4
P2T
In Production
Implementing
(Concurrent Patching Opt-in)
13
P2T
Upgrade Process
3.5 Weeks
Oracle Initiates Upgrade

Communication
Customer Confirms
Schedule
Oracle Upgrades Test

Environment
Customer Validates
Upgrade
Oracle Upgrades Prod

Environment
Notification outlines upgrade

period for your environment
Log an SR to confirm or
request change
Tentative downtime: 48hr avg.

Addnl. time req. for LPs
Test for regression

Log critical SRs for
upgrade blockers
Std is 3.5 weeks between

Test and Prod Upgrade
Weekend downtime
Prior to Test Upgrade

Develop your strategy and plans for post-upgrade testing
Review test plans/scripts originally prepared for the
implementation project
Review Readiness communications or training guides to
learn about functional enhancements
Take appropriate action to preserve customizations,
extensions and personalization
Log a P2T request, if required; allow for at least 5 weeks
of lead time to schedule
14
Post Test Upgrade

Run your test scripts to validate business processes
Review setup configurations, employee data, reports,
integrations and security
Verify Single Sign On, Language Packs, Notification,
Logos, etc., as applicable
Work with Oracle to resolve critical upgrade-blocker
issues, if any
Plan your roadmap for any new feature uptake AFTER
Upgrade (Oracle Best Practices suggest that new features
be implemented after the production upgrade)
Limited Availability & Managed Rollouts

Fusion HCM is quickly moving up the product
evolution curve, through introduction and early

stage adoption. Core applications are in use by
many customers, more applications are more
recently introduced.
For existing customers live with Fusion HCM
MR
New /
Not Live
applications, it is critical that an upgrade supports

all the existing functionality and capabilities
Customers
currently in use (no major regressions)
The segment #1 (current customers with existing/inuse functionality) is the primary focus of a Limited
Availability (LA) program.
In others cases, users may want or need to
pioneer specific functionality, either because they

are new to Fusion, or because they require specific
features not available until the new release.
15
The segment #2 (new customers, new capabilities) as

well as related situations (i.e., current customers
requiring new capabilities), are most appropriately
supported by a Managed Rollout (MR) program.
Live
LA
In use Functionality
Product
New Capabilities
Implementation Best Practices and the

Fusion HCM Center of Excellence (CoE)
16
Centre of Excellence (CoE)

Objectives
Team Structure
Customer Relationship - Manage the
relationship with Oracle for strategic

customers who are Cloud Innovators
Customer Success - Develop and
Promote: Best Practices, OnBoarding,

Checkpoint Reviews, Transitions, HCM
Cloud KT sessions, Solution Library,
Whitepapers, etc.
Customer Satisfaction - Develop and
support the HCM online community.

Active in Customer Connect and My
Oracle Support forums. Customer
advocates to Development, Operations
and Support
17
Part of the Customer Experience (Cx) team

3 Regional Teams: Lead by
Jennifer Hechler (NA), Allen Cai (JAPAC) &

Sandy Boyd (EMEA)
Engagement Model
Strategic Customers (Named; CoE)
Strategic Partners (Leveraged; CoE)
Regional Partner Enablement
Partner release readiness and comms

Training and Rapid Implementation
Guidance
Facilitate Partner Centre of Excellence
Customer Success Following Best Practices

Buy
Implement
Use
System Implementation (SI) Partner
Customer Organization
On Boarding
Plan
Design
Service Activated
Connected to Service
Connected to Resources
Introduce HCM Cloud
Service Best Practices
Assign Success
Manager and Client
Executive
Getting Started Presn.
18
Extend
Build
Deploy
Checkpoint Reviews
HCM Expert Services

Functional setup advice
Technical setup advice
- Integration, Security, Rptg
Oracle HCM Cloud Live Sessions
Troubleshooting setups
Custom Solutions
HCM community guide
Transition to Use
In Production Use
Satisfied and
Reference (for Oracle
& Partner)
Cloud Priority Service
Transition to Client
Executive
HCM Cloud Implementation Best Practice Guidelines

Project Governance
Change Management (normally owned by the Customer)
Ensure Change Management activities are identified
Ensure sufficient and suitably experienced and empowered business personnel
are assigned
Ensure these activities are not under resourced
Project Governance
Ensure there is a Governance model in place that is adequate for size and
scope of the Project (remember SaaS is being implemented, not just software)
Ensure meetings are scheduled and the correct individuals participate from the
Customer, Partner and if applicable, Oracle

Ensure the commercial model is SaaS friendly
19

Project Governance
Organizational Alignment
Executive
Sponsors
20
Customer, Partner, Oracle
Steering
Committee
Set business priorities, goals and objectives

Funding prioritization and accountability
Enterprise data governance
Engagement
Management
Plan initiatives and prioritize resources

Track progress and monitor value realized
Issue resolution oversight and escalation
Project
Delivery
Day-to-day project planning and execution

Working Effectively with Oracle
Know how to work with Oracle and Oracles HCM Cloud service
Understand the services available from Oracle
Know how My Oracle Support works and what the escalation procedures are
Understand who, why, how and when an individual/team becomes engaged
from an Oracle perspective
Support
Make use of the various support tools that are available in addition to My
Oracle Support (Support Forums, Customer Connect)#

Submit Service Requests (SRs) with sufficient details do NOT short cut the
Support process
Understand SR severity and how severities should be set
21

Working Effectively with Oracle Cloud Priority Service
Review Oracle Support activity
Priority for your SRs above

Incidents of the same severity
from other Cloud customers
Assist with critical SRs and

Incidents
Oracle Cloud
Priority Service
22

Approach and Management
Fit Customers business processes to the
standard applications (not the other way round)

Ensure the information captured during the
Sales cycle is not lost

Know and understand the differences between
HCM Cloud/SaaS and traditional on premise

implementations factor into project plans
Technical stream is most complex, do not under
estimate data migration and integration

Manage Customers expectations,
resetting as necessary
Know and understand the Support process,
the patching and upgrade processes

factor into project plans
23
Produce strategies as you would for an on
premise deployment (specifically: testing

(e.g. UAT, regression), training, data
migration, integration, environment and
transition to go-live)
Repeatedly remind the wider project team
of the SaaS approach time and time again

Prioritise gaps and understand how
Oracle manages Enhancement Requests

and how these are scheduled for delivery
Ensure there is contingency built into the
project plan
Plan the support model for post go-live,
well in advance of go-live

Cloud Implementation Methodology
Implement HCM Cloud with an appropriate SaaS methodology
Wherever possible, adopt standard business processes using standard out of
the box configuration

Initial workshops should show the Customer how the applications function out
of the box then challenge, why will the standard way not work for the Customer.
Keep it simple, keep it simple, keep it simple
Implement basic features in line with what is needed and then optimise post
go-live do not try and deliver everything in one phase

Plan to have an environment, one the Customer can access, up and
running within 2 weeks

Use the standard setup tools, content setup materials and technical tools
Document personalizations
24

Cloud Implementation Methodology
Identify Checkpoint reviews with your SI partner, help identify project risks and actions
Share lessons learned from other projects and promote the use of best practices
Monitor progress of the project and overall success of the solution
Identify any specialized expert services or solutions that will assist the next stage
Plan
Led
by your
Success
Manager
25
Scope,
Resources,
Duration?
Design
Does the
design
leverage best
practices and
proven
capability?
Extend
Are all high
priority
extended
requirements
met?
Build
Is the
Production
Environment
configured,
loaded &
validated?
Deploy
Ready to Go Live?

Staffing and Resourcing
Staff the Project with qualified resources (taking into account the
support/engagement model post go-live)

Suitably experienced with availability to support the project and project
timelines
Ensure training activities need to be just in time
Dont under estimate resource needs for the project
Share learning from one project to another, regardless of geographical
differences
Participate in the various training and awareness sessions (e.g. this one, HCM
Live Sessions)
Fusion is new, even though terms across different Oracle HCM systems are
similar, the way things work in Fusion are different

26

Planning around Maintenance & Patching
Plan Go-Lives 1 2 weeks after Monthly Patch Bundle is applied to
Production
Latest fixes applied before Go-Live
Sync up Prod and Test
Production to Test (P2T) refresh requires same patch level in Prod
and Test
Perform P2T after Monthly Patch Bundle
Schedule, plan for P2T well in advance
27
CoE Looking Ahead

Continuous Release & Adoption
Scale
1. Support the services that go
with the Customer LifeCycle

Provision, Onboard, Maintain,
Upgrade, and Offboard
Scale
2. Develop and promote Best
Adoption
Practices in implementation
and use
Setups, Integrations,
Reporting, Security
Launch
3. Work directly with Cloud
Talent &
Comp
28
Core HR
Pay
Release
T&L
etc.
Innovators
Large or complex strategic
customers, or Early Adopters
of new products
29
Reference Materials:
Oracle HCM Cloud Service Overview
This document provides a complete overview of the Oracle HCM Cloud Service, including guidance on the
standard practices, policies and processes for optimal access and use. It also contains links to related
resources and documentation.
Welcome Note and Getting Started (with Implementation) Presentation

This video and accompanying PDF provide you with information about how to get started with an Oracle HCM
Cloud Service Implementation. The three major topic areas include:
The Oracle Cloud Service
The HCM Cloud Service
Resources Available to Support your Implementation
Preparing for your Upgrade

Understand the logistics and how to prepare for your HCM Cloud Service upgrade to Release 8. This session is
critical for all customers who will be upgrading from Release 7 to Release 8.
Concurrent Patching Option Presentation to Partners Recording | Presentation

The Concurrent Patching option ensure that the Oracle Applications and Infrastructure Monthly Patch Bundles
are applied to the designated PRODUCTION environment at the same time that these patch bundles would be
applied to your TEST environment(s). It is only applicable during the initial implementation phase of an Oracle
Fusion Cloud Applications implementation.
30
Additional Resources (5 sources):

oracle.com
Oracle Cloud Policy documents: http://www.oracle.com/contracts
cloud.oracle.com
SaaS Readiness for Human Capital Management Rel8 on cloud.oracle.com
Oracle Applications Customer Connect

Human Capital Management on Customer Connect
31
Additional Resources (contd.):

My Oracle Support:
Guide to the Functional Readme for Fusion HCM Patch Bundles (Doc ID: 1554838.1)
Cloud Service Requests and Fulfillment for HCM Cloud Service (Doc ID: 1534683.1)
Fusion HCM Cloud Service Patching Process (Doc ID: 1619092.1)
Working with Support (Doc ID: 1265130.1)
Managing Fusion HCM Cloud Service Environments (Doc ID: 1537461.1)
Partner Network (OPN):

Fusion Learning Center on OPN
Oracle Fusion HCM Cloud Service Solutions (Fusion HCM Cloud Knowledge Zone)
Upgrade Corner for Fusion HCM Cloud (on the Fusion HCM Knowledge Zone)
32
33

01 - 02 HCM Cloud Ops

Uploaded by

Document Information

Original Title

Copyright

Available Formats

Share this document

Share or Embed Document

Sharing Options

Did you find this document useful?

Is this content inappropriate?

Copyright:

Available Formats

01 - 02 HCM Cloud Ops

Uploaded by

Copyright:

Available Formats

Fusion HCM:

Customer Success in the Oracle Cloud

Vish Gaitonde, Director - Strategic Alliances

Copyright 2014, Oracle and/or its affiliates. All rights reserved.

For Internal Use Only

2. Oracle Fusion HCM Cloud Service

2. Customer Lifecycle Management

3. COE - Implementation Experience and Best Practice Guidelines

Copyright 2014, Oracle and/or its affiliates. All rights reserved.

For Internal Use Only

Customer Experience in the Cloud

Copyright 2014, Oracle and/or its affiliates. All rights reserved.

For Internal Use Only

Cloud Customer Success is a Journey

Copyright 2014, Oracle and/or its affiliates. All rights reserved.

For Internal Use Only

We provision, maintain, and upgrade for you.

Oracle publishes a schedule for maintaining the software

Patches to fix problems

Upgrades to improve software capability or operational infrastructure

E.g. discretionary patch bundles

for Production and Non-Production instances

Copyright 2014, Oracle and/or its affiliates. All rights reserved.

For Internal Use Only

Fusion HCM Cloud Critical Success Factors

Clarity around HCM Cloud/SaaS and what is being implemented

Using a methodology/approach that is aligned not just with Cloud/SaaS

Partner and Customer expectations aligned with related operational services

Qualified resources (Partner & Customer)

Change Management, Project Governance and other key Project Management

Copyright 2014, Oracle and/or its affiliates. All rights reserved.

For Internal Use Only

Three-Way Partnership to Deliver Customer Success

Education services and Communities.

Policies, Procedures and (Best) Practices

Guidelines, Content, Tools and

Copyright 2014, Oracle and/or its affiliates. All rights reserved.

For Internal Use Only

Customer Lifecycle Management

Copyright 2014, Oracle and/or its affiliates. All rights reserved.

For Internal Use Only

Oracle Cloud SaaS Environment Basics

Production, (aka Prod)

same release and patch level

Understand the conditions attached to exception patching

Copyright 2014, Oracle and/or its affiliates. All rights reserved.

For Internal Use Only

HCM Cloud Provisioning & On-Boarding

Customer signs a contract and the Cloud order

Sales provides details (service admin contact,

Environment creation process is started

Customer Service Admin contact receives two

Copyright 2014, Oracle and/or its affiliates. All rights reserved.

Sales provides additional information for

Customer Service Admin is provided a link to

Single User login provided to Service

Getting Started Instructions provided (MOS

Service Admin receives login to

Customer Connect Welcome Email sent

For Internal Use Only

Oracle HCM Cloud Service Engagement

My Oracle Support (MOS)

Copyright 2014, Oracle and/or its affiliates. All rights reserved.