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New Window Bookmarklet

Jim Marion - Wed, 2017-06-21 12:05

I am a "New Window" link junkie. I use that link ALL THE TIME! If it were possible to wear it out, mine would be worn out. I wish all PeopleSoft pages had the "New Window" link. For some reason, however, certain developers chose to remove it from specific PeopleSoft pages (such as Structure and Content). I'm sure there is a good reason... there just has to be. So seeing it missing from Fluid has been a significant struggle for me. I'm thankful for Sasank's Fluid UI - New Window Feature - Workaround customization. For quick access to a new window without customization, I have a Bookmarklet, which is a JavaScript fragment masquerading as a favorite (or bookmark). Here is the JavaScript:

(function() {
var parts = window.location.href.match(/(.+?\/ps[pc])\/(.+?)(?:_\d+?)*?\/(.*)/);
window.open(parts[1] + '/' + parts[2] + '_newwin/' + parts[3], '_blank');
}())

To add it to your bookmark toolbar, drag the following link into your link toolbar:

PS New Window

This solution is simple, but may not satisfy your requirements. This bookmarklet assumes you want to open a new window to the URL displayed in the address bar. That URL may or may not match the actual transaction. If you want a bookmarklet that opens a new window specifically targeting the current transaction, then try this bookmarklet:

(function() {
var href = window.location.href;
var parts = (!!frames["TargetContent"] ? !!frames["TargetContent"].strCurrUrl ? frames["TargetContent"].strCurrUrl : href : href).match(/(.+?\/ps[pc])\/(.+?)(?:_\d+?)*?\/(.*)/);
window.open(parts[1] + '/' + parts[2] + '_newwin/' + parts[3], '_blank');
}())

To use it, drag the following link into your bookmark toolbar:

PS New Window

Special shout out to David Wiggins, who posted a similar bookmarklet on my Where is My New Window Link? post as I was writing this blog post.

Oracle Ksplice on Oracle Linux in Bare Metal Cloud

Wim Coekaerts - Wed, 2017-06-21 09:58

One of the great advantages of using Oracle Cloud is the fact that it includes full Oracle Linux support. All the services that you get with Oracle Linux Premier support are included without additional cost when you use Oracle Cloud.

Oracle Ksplice is such a service. (see: http://www.ksplice.com/ ). In order to use Oracle Ksplice outside of Oracle Cloud you configure it at install time when registering your Oracle Linux server with ULN (http://linux.oracle.com ) and you then use the generated access key to configure the uptrack tools.

With Oracle Cloud, both Oracle Public Cloud and Oracle Bare Metal Cloud Services ( http://cloud.oracle.com ), we have made it very easy. Any instance that runs inside our infrastructure has immediate access to the ksplice servers.

For customers or users with existing Oracle Linux instances in BMCS, you have to do a few simple steps to enable Ksplice. We are in the process of adding the uptrack tools to the image by default so, soon, you don't have to do any configuration at all.

Enable Ksplice today:

Log into your Oracle Linux instance as user opc (or as root)

# sudo bash

Download the uptrack client:

# wget -N https://www.ksplice.com/uptrack/install-uptrack

or if you prefer to use curl

# curl -O https://www.ksplice.com/uptrack/install-uptrack

Install the client, make sure you use this exact key, it will only work inside BMCS and is a generic identifier.

# sh install-uptrack dfc21b3ced9af52f6a8760c1b1860f928ba240970a3612bb354c84bb0ce5903e --autoinstall
 

This command unpacks the downloaded script and install the uptrack utilities (Ksplice client tools). Ignore the connect error, you need the step below.

One more step. In order for the above key to work, you have to point the uptrack tools to a specific update server.

edit /etc/uptrack/uptrack.conf:

# The location of the Uptrack updates repository.

update_repo_url=https://oraclecloud-updates-ksplice.oracle.com/update-repository

and that's it.

# uptrack-upgrade
Nothing to be done.
Your kernel is fully up to date.
Effective kernel version is 4.1.12-94.3.6.el6uek

 

For instances that are Bring Your Own we will automate the above steps as well. But at least this gets you going right away.

 

Storage Server: Firmware

Frank van Bortel - Wed, 2017-06-21 09:42
Firmware The first thing to do, in order to get any software RAID program to run, is to flash the controller out of RAID mode. Only then all of the disks will be seen as just a bunch of disks - nothing else. JBOD that is, for short. The board I have, comes with a LSI SAS2308 controller, to with I want to connect 12 SATA drives using three SAS-to-SATA breakout cables. Drivers There are Frankhttp://www.blogger.com/profile/07830428804236732019noreply@blogger.com0

Rittman Mead at Kscope 2017

Rittman Mead Consulting - Wed, 2017-06-21 07:45
Rittman Mead at Kscope 2017

Rittman Mead will be well represented in San Antonio, Texas next week for Kscope 17 with some of our best from both sides of the Atlantic! Our very own Francesco Tisiot and Jordan Meyer will present various topics as well as participate in the conference events. Also, the newly named ODTUG BI Community Lead, Rittman Mead's Becky Wagner, will be on hand and leading a lot of activities throughout. See details below and we hope to see you in Texas.

Jordan

Oracle Big Data Spatial and Graph enables the analysis of data sets beyond that of standard relational analytics commonly used. Through graph technology relationships can be identified that may not otherwise have been. This has practical uses including in product recommendations, social network analysis, and fraud detection.

In this presentation we will see a practical demonstration of Oracle Big Data Spatial and Graph to load and analyze the "Panama Papers" data set. Graph algorithms will be utilized to identify key actors and organizations within the data, and patterns of relationships shown. This practical example of using the tool will give attendees a clear idea of the functionality of the tool and how it could be used within their own organization.

When: Jun 27, 2017, Tuesday Session 7 , 11:15 am - 12:15 pm
Room: Magnolia

Francesco

OBIEE 12c is the latest generation of Oracle's Enterprise analytics and reporting tool, bringing with it many powerful new features. Many users are still on earlier releases of OBIEE 11g or even 10g, and are looking to understand how they can move to OBIEE 12c to benefit from its new capabilities.

Liberty Global is a global telecommunications company, with a long history with OBIEE going back to 10g. They wanted to move to OBIEE 12c in order to use the new Advanced Analytics options, and used Rittman Mead to support them with the full scope of the upgrade.

In this presentation, we will see what a highly successful OBIEE 12c migration looks like. We will cover clear details of all the steps required, and discuss some of the problems encountered. Regression testing is a crucial step in any upgrade and we will show how we did this efficiently and accurately with the provided Baseline Validation Tool. This presentation will assist all attendees who are considering, or in the process of, an OBIEE 12c upgrade.

When: Jun 26, 2017, Monday Session 5 , 4:45 pm - 5:45 pm
Room: Wisteria/Sunflower

And

As a DBA or sysadmin responsible for OBIEE how do you really dig into the guts of OBIEE, look at intra-component communication between the system components and examine the apparently un-examinable? What do you do when you need to trace activity beyond what is in the log files? How do you work with log files in order to give precise but low-level information? What information can be gleaned, by hook or by crook, from OBIEE?

OBIEE provides a set of systems management and diagnostic tools, but these only take you so far. Join me in this presentation to dive deeper with OBIEE. We will take a look at a bag of tricks including undocumented configuration options, flame graphs, system call tracing, discovering undocumented REST APIs, and more! This is not just a geek-out - this is real-life examples of where client OBIEE projects have required that next level of diagnostic techniques and tools. Don your beanie hat and beard as we go deep!

When: Jun 28, 2017, Wednesday Session 12 , 9:45 am - 10:45 am
Room: Wisteria/Sunflower

Becky

Becky Wagner is the new ODTUG BI Community Lead. You will find her at:

Monday Community Lunch | 12:45 – 2:00 PM | Grand Oaks K-S

Monday evening BI Community Night | 8:00 - 10:00 PM | Grand Oaks H http://kscope17.com/events/community-nigh-events

She will be doing the 5K Fun Run http://kscope17.com/events/kscope17-5k on Tuesday morning

Women in Technology Lunch | 12:15– 1:45 PM | Cibolo Canyon 6 on Wednesday https://form.jotformpro.com/71134693041955

Navigating the Oracle Business Analytics Frontier Panel
9:00 AM - 11:00 AM, Cibolo Canyon 8/9/10
http://kscope17.com/content/thursday-deep-dive-sessions

Categories: BI & Warehousing

Alert message on Listener Log growth

Tom Kyte - Wed, 2017-06-21 04:06
Hi, Need suggestion to get an Alert message over the Listener Log file's growth, now each file gets 10M. We want an alert message over 1GB of the combined listener log files. Regards Binoj
Categories: DBA Blogs

Oracle Linux 7.3 Production Server setup for OEM 13c and repository database.

Tom Kyte - Wed, 2017-06-21 04:06
I am planning to install Oracle Linux 7.3 on VMware. This server will be used to host our oracle enterprise manager 13c and its repository database. I have no experience as a server administrator. Currently I am in a situation were I have to setu...
Categories: DBA Blogs

How do I find out what username the database is passing through when connecting using Windows Authentication?

Tom Kyte - Wed, 2017-06-21 04:06
Hi, I'm having trouble using Windows authentication with my database accounts. I have a front-end application that creates a user account based on what their OS username is, OPS$Username, disregarding the domain name. Logging into the application ...
Categories: DBA Blogs

DBMS_JOB Poll Interval

Tom Kyte - Wed, 2017-06-21 04:06
We recently upgraded databases from 11.2.0.4 to 12.1.0.2. With that upgrade, we noticed that after submitted jobs via dbms_job, the procedures can take anywhere between 5-30 seconds in order to actually start to execute after committing. A sample scr...
Categories: DBA Blogs

How to exchange index partition, if there is such a thing

Tom Kyte - Wed, 2017-06-21 04:06
I have a global partition on an INDEX as below (the table was partitioned on different keys) Fiscal year, period_cd, and 2 more keys as shown <code>CREATE INDEX kr.ufy_idx_px ON kr.LD_LDGR_ENTR_T ( u_fy, u_prd_cd, c_cd, obj_cd) GLOBAL PAR...
Categories: DBA Blogs

Whitepaper: E-Business Suite Upgrade Sizing and Best Practices

Steven Chan - Wed, 2017-06-21 02:00

One of the most-common questions we see revolves around sizing for EBS upgrades -- that is, the amount of resources required when upgrading from one EBS release to another. It is difficult to make general statements about these types of requirements that apply uniformly to all customer environments, since every customer's database size, product usage mix, and concurrent end-user loads vary dramatically. 

That said, our Applications Performance Group has published a whitepaper that describes an EBS 12.1.3 to EBS 12.2 upgrade:

The upgrade scenario covers a 456 GB database prior to the upgrade, and compares the application tier sizes before and after the upgrade.  Individual tablespace requirements are listed in detail.

Related Articles

Categories: APPS Blogs

Where is My New Window Link?

Jim Marion - Tue, 2017-06-20 23:51

As PeopleSoft moves from Classic to Fluid, you have likely noticed the missing New Window link. Why is it missing? I can only speculate. When considering mobile, perhaps it makes sense to drop the New Window link. Mobile devices have limited screen real estate. Why waste it with a link you will likely never use on a mobile device? On a desktop, however, the New Window link is irreplaceable. So... what to do? How can you open a new window? You probably already know if you just open a new window without that special New Window link, your old window session will cease to exist. You know that you will receive the dreaded "... return to most recent active page..." message. Does that mean you can no longer have two active PeopleSoft windows? There is a work around that is documented in various places around the web. In short, the answer is to copy the current URL, open a new tab, paste the URL into the address bar, and then append _newwin to the site name. Before reviewing some examples, let's discuss what is going on and why this is necessary.

The PeopleSoft app server is stateless. App server connections are often pooled and used upon request. However, we know that component buffer state is stored somewhere. If not at the app server, then where? At the web server. As with any J2EE application, PeopleSoft uses web server sessions to store state (which is why load balancers must use sticky sessions, etc). The details here aren't exact, but metaphorical. PeopleSoft partitions web server session state into state blocks. A user may have multiple state blocks. The web server identifies the appropriate state block based on an identifier in the URL. When you click the New Window link, the link's URL pattern instructs the web server to generate a new state block. We can replicate the New Window link behavior by simply modifying a PeopleSoft URL. Let's review an example. Let's say you have a Fluid URL that looks something like this: http://hr.example.com/psc/ps/EMPLOYEE/HRMS/c/EL_EMPLOYEE_FL.HR_EE_ADDR_FL.GBL. The highlighted part between the servlet (psc) and the portal (EMPLOYEE) is the site name (ps). All we have to do is add _newwin to the site name. Accessing a URL such as http://hr.example.com/psc/ps_newwin/EMPLOYEE/HRMS/c/EL_EMPLOYEE_FL.HR_EE_ADDR_FL.GBL will instruct the web server to generate a new state block, perhaps something like http://hr.example.com/psc/ps_23/EMPLOYEE/HRMS/c/EL_EMPLOYEE_FL.HR_EE_ADDR_FL.GBL.

It certainly isn't as simple as the New Window link, but it is better than nothing. For a more permanent, user friendly method, take a look at Sasank's post Fluid UI - New Window Feature - Workaround.

Edit: I created this post because a lot of people I meet aren't familiar with the "New Window" trick. One very important caveat when working with classic pages: The URL in the header may not match the transaction URL. This appears to be tools release dependent. After PeopleSoft implemented "Partial Page Rendering" with a constant header and iframed content, the URL for the content area would change, but the URL in the address bar did not. What this means is simply copying the URL from the address bar and changing it to include '_newwin' will create a new state block, but that new window may point to different component from the original window.

12c MultiTenant Posts -- 4 : Relocate Individual PDB using RMAN

Hemant K Chitale - Tue, 2017-06-20 22:29
Given the current location of a PDB :

SQL> alter session set container=NEWPDB;

Session altered.

SQL> select file_name from dba_data_files;

FILE_NAME
--------------------------------------------------------------------------------
/u02/oradata/ORCL12C/4F793A6D323D1344E0530100007FABC7/datafile/o1_mf_system_dkj7
f8go_.dbf

/u02/oradata/ORCL12C/4F793A6D323D1344E0530100007FABC7/datafile/o1_mf_sysaux_dkj7
f8hf_.dbf

/u02/oradata/ORCL12C/4F793A6D323D1344E0530100007FABC7/datafile/o1_mf_undotbs1_dk
j7f8hg_.dbf

/u02/oradata/ORCL12C/4F793A6D323D1344E0530100007FABC7/datafile/o1_mf_mydata_dmbc
p0wz_.dbf

FILE_NAME
--------------------------------------------------------------------------------


SQL>


I can use RMAN to relocate it. First I take an Image Copy Backup to the new location

RMAN> backup as copy pluggable database newpdb format '/u03/oradata/NEWPDB/%U';

Starting backup at 20-JUN-17
using target database control file instead of recovery catalog
allocated channel: ORA_DISK_1
channel ORA_DISK_1: SID=18 device type=DISK
channel ORA_DISK_1: starting datafile copy
input datafile file number=00017 name=/u02/oradata/ORCL12C/4F793A6D323D1344E0530100007FABC7/datafile/o1_mf_sysaux_dkj7f8hf_.dbf
output file name=/u03/oradata/NEWPDB/data_D-ORCL12C_I-768045447_TS-SYSAUX_FNO-17_09s7a8d2 tag=TAG20170620T231338 RECID=4 STAMP=947200428
channel ORA_DISK_1: datafile copy complete, elapsed time: 00:00:16
channel ORA_DISK_1: starting datafile copy
input datafile file number=00016 name=/u02/oradata/ORCL12C/4F793A6D323D1344E0530100007FABC7/datafile/o1_mf_system_dkj7f8go_.dbf
output file name=/u03/oradata/NEWPDB/data_D-ORCL12C_I-768045447_TS-SYSTEM_FNO-16_0as7a8di tag=TAG20170620T231338 RECID=5 STAMP=947200441
channel ORA_DISK_1: datafile copy complete, elapsed time: 00:00:15
channel ORA_DISK_1: starting datafile copy
input datafile file number=00018 name=/u02/oradata/ORCL12C/4F793A6D323D1344E0530100007FABC7/datafile/o1_mf_undotbs1_dkj7f8hg_.dbf
output file name=/u03/oradata/NEWPDB/data_D-ORCL12C_I-768045447_TS-UNDOTBS1_FNO-18_0bs7a8e1 tag=TAG20170620T231338 RECID=6 STAMP=947200451
channel ORA_DISK_1: datafile copy complete, elapsed time: 00:00:03
channel ORA_DISK_1: starting datafile copy
input datafile file number=00019 name=/u02/oradata/ORCL12C/4F793A6D323D1344E0530100007FABC7/datafile/o1_mf_mydata_dmbcp0wz_.dbf
output file name=/u03/oradata/NEWPDB/data_D-ORCL12C_I-768045447_TS-MYDATA_FNO-19_0cs7a8e4 tag=TAG20170620T231338 RECID=7 STAMP=947200454
channel ORA_DISK_1: datafile copy complete, elapsed time: 00:00:03
Finished backup at 20-JUN-17

Starting Control File and SPFILE Autobackup at 20-JUN-17
piece handle=/u01/app/oracle/fast_recovery_area/orcl12c/ORCL12C/autobackup/2017_06_20/o1_mf_s_947200455_dnms48pp_.bkp comment=NONE
Finished Control File and SPFILE Autobackup at 20-JUN-17

RMAN>


Then I switch the database file pointers to the new location.

RMAN> alter pluggable database newpdb close;

Statement processed

RMAN> switch pluggable database newpdb to copy;

datafile 16 switched to datafile copy "/u03/oradata/NEWPDB/data_D-ORCL12C_I-768045447_TS-SYSTEM_FNO-16_0as7a8di"
datafile 17 switched to datafile copy "/u03/oradata/NEWPDB/data_D-ORCL12C_I-768045447_TS-SYSAUX_FNO-17_09s7a8d2"
datafile 18 switched to datafile copy "/u03/oradata/NEWPDB/data_D-ORCL12C_I-768045447_TS-UNDOTBS1_FNO-18_0bs7a8e1"
datafile 19 switched to datafile copy "/u03/oradata/NEWPDB/data_D-ORCL12C_I-768045447_TS-MYDATA_FNO-19_0cs7a8e4"

RMAN> recover pluggable database newpdb;

Starting recover at 20-JUN-17
allocated channel: ORA_DISK_1
channel ORA_DISK_1: SID=42 device type=DISK

starting media recovery
media recovery complete, elapsed time: 00:00:00

Finished recover at 20-JUN-17

RMAN> alter pluggable database newpdb open;

Statement processed

RMAN>


I can now verify the new location for the database files.

 
SQL> alter session set container=NEWPDB;

Session altered.

SQL> select file_name from dba_data_files;

FILE_NAME
--------------------------------------------------------------------------------
/u03/oradata/NEWPDB/data_D-ORCL12C_I-768045447_TS-SYSTEM_FNO-16_0as7a8di
/u03/oradata/NEWPDB/data_D-ORCL12C_I-768045447_TS-SYSAUX_FNO-17_09s7a8d2
/u03/oradata/NEWPDB/data_D-ORCL12C_I-768045447_TS-UNDOTBS1_FNO-18_0bs7a8e1
/u03/oradata/NEWPDB/data_D-ORCL12C_I-768045447_TS-MYDATA_FNO-19_0cs7a8e4

SQL>


The datafiles at the old location still remain and can be manually deleted later as they are no longer part of the database.  Note that those datafiles are still registered by RMAN as COPY

RMAN> list copy of pluggable database newpdb;

using target database control file instead of recovery catalog
List of Datafile Copies
=======================

Key File S Completion Time Ckp SCN Ckp Time Sparse
------- ---- - --------------- ---------- --------------- ------
8 16 A 20-JUN-17 2188274 20-JUN-17 NO
Name: /u02/oradata/ORCL12C/4F793A6D323D1344E0530100007FABC7/datafile/o1_mf_system_dkj7f8go_.dbf
Container ID: 4, PDB Name: NEWPDB

9 17 A 20-JUN-17 2188274 20-JUN-17 NO
Name: /u02/oradata/ORCL12C/4F793A6D323D1344E0530100007FABC7/datafile/o1_mf_sysaux_dkj7f8hf_.dbf
Container ID: 4, PDB Name: NEWPDB

10 18 A 20-JUN-17 2188274 20-JUN-17 NO
Name: /u02/oradata/ORCL12C/4F793A6D323D1344E0530100007FABC7/datafile/o1_mf_undotbs1_dkj7f8hg_.dbf
Container ID: 4, PDB Name: NEWPDB

11 19 A 20-JUN-17 2188274 20-JUN-17 NO
Name: /u02/oradata/ORCL12C/4F793A6D323D1344E0530100007FABC7/datafile/o1_mf_mydata_dmbcp0wz_.dbf
Container ID: 4, PDB Name: NEWPDB


RMAN>


If I manually delete the old location files, I'd need to also delete them from the RMAN Registry.  Alternatively, I can directly delete them from RMAN.

RMAN> delete copy of pluggable database newpdb;

allocated channel: ORA_DISK_1
channel ORA_DISK_1: SID=278 device type=DISK
List of Datafile Copies
=======================

Key File S Completion Time Ckp SCN Ckp Time Sparse
------- ---- - --------------- ---------- --------------- ------
8 16 A 20-JUN-17 2188274 20-JUN-17 NO
Name: /u02/oradata/ORCL12C/4F793A6D323D1344E0530100007FABC7/datafile/o1_mf_system_dkj7f8go_.dbf
Container ID: 4, PDB Name: NEWPDB

9 17 A 20-JUN-17 2188274 20-JUN-17 NO
Name: /u02/oradata/ORCL12C/4F793A6D323D1344E0530100007FABC7/datafile/o1_mf_sysaux_dkj7f8hf_.dbf
Container ID: 4, PDB Name: NEWPDB

10 18 A 20-JUN-17 2188274 20-JUN-17 NO
Name: /u02/oradata/ORCL12C/4F793A6D323D1344E0530100007FABC7/datafile/o1_mf_undotbs1_dkj7f8hg_.dbf
Container ID: 4, PDB Name: NEWPDB

11 19 A 20-JUN-17 2188274 20-JUN-17 NO
Name: /u02/oradata/ORCL12C/4F793A6D323D1344E0530100007FABC7/datafile/o1_mf_mydata_dmbcp0wz_.dbf
Container ID: 4, PDB Name: NEWPDB


Do you really want to delete the above objects (enter YES or NO)? YES
deleted datafile copy
datafile copy file name=/u02/oradata/ORCL12C/4F793A6D323D1344E0530100007FABC7/datafile/o1_mf_system_dkj7f8go_.dbf RECID=8 STAMP=947200522
deleted datafile copy
datafile copy file name=/u02/oradata/ORCL12C/4F793A6D323D1344E0530100007FABC7/datafile/o1_mf_sysaux_dkj7f8hf_.dbf RECID=9 STAMP=947200522
deleted datafile copy
datafile copy file name=/u02/oradata/ORCL12C/4F793A6D323D1344E0530100007FABC7/datafile/o1_mf_undotbs1_dkj7f8hg_.dbf RECID=10 STAMP=947200522
deleted datafile copy
datafile copy file name=/u02/oradata/ORCL12C/4F793A6D323D1344E0530100007FABC7/datafile/o1_mf_mydata_dmbcp0wz_.dbf RECID=11 STAMP=947200522
Deleted 4 objects


RMAN>


I still need to relocate the TEMP Tablespace Tempfile.

SQL> alter session set container=NEWPDB;

Session altered.

SQL> select file_name from dba_temp_files;

FILE_NAME
--------------------------------------------------------------------------------
/u02/oradata/ORCL12C/4F793A6D323D1344E0530100007FABC7/datafile/o1_mf_temp_dkj7f8
hg_.dbf


SQL> alter tablespace temp add tempfile '/u03/oradata/NEWPDB/temp01.dbf' size 100M;

Tablespace altered.

SQL>
SQL> alter tablespace temp drop tempfile '/u02/oradata/ORCL12C/4F793A6D323D1344E0530100007FABC7/datafile/o1_mf_temp_dkj7f8hg_.dbf';

Tablespace altered.

SQL> select file_name from dba_temp_files;

FILE_NAME
--------------------------------------------------------------------------------
/u03/oradata/NEWPDB/temp01.dbf

SQL>


So, I used the same Image Copy method we'd use in 11g databases to relocate a 12c Pluggable Database when within the same server and storage.

To verify that I can access the PDB in the new location :

SQL> connect hemant/hemant@NEWPDB
Connected.
SQL> select table_name from user_tables;

TABLE_NAME
--------------------------------------------------------------------------------
OBJ_LIST
HKC_STORE_FILE
T

SQL> insert into obj_list select * from obj_list;

72641 rows created.

SQL> commit;

Commit complete.

SQL>


.
.

Categories: DBA Blogs

Benefits of vendor support for problem resolution

Chris Warticki - Tue, 2017-06-20 13:49

Author:
Elaina Stergiades, Research Manager, Software and Hardware Support Services, IDC

As business leaders push for faster adoption of mobile, social and cloud technologies, CIOs and IT managers wrestle with the best approach to embracing these new delivery systems and “keeping the lights on” for important production systems.  With the relentless pace of change in technology in 2017, IDC research shows that most organizations have already started their digital transformation journey across all aspects of the business.  However, the reality is that for most companies, IT must integrate these new technologies with extensive production systems – and support them for the foreseeable future.  At the same time, CIOs must meet demanding internal and external service level agreements across the technology stack that can directly affect the bottom line – no easy feat in these complex environments.

With so much complex technology supporting revenue generation and customer-facing activities, business leaders rely on the IT organization to make sure that technology is operating at peak efficiency.  It doesn’t take much for technology disruptions to negatively affect the customer experience and the bottom line – and it can be difficult to repair that damage once it occurs.  As a result, CIOs and IT managers are looking for assurance from support providers that can minimize potentially harmful downtime when problems affect IT systems.

IDC believes that support directly from the original software or hardware vendors can be a good choice when navigating these complex technology landscapes.  Many patches for important software problems and any security update can only be delivered from the original vendor, which can be critical for enterprises with strict compliance requirements. In addition, IT organizations typically try to figure out technology problems on their own when problems first occur.  This self-diagnosis and resolution can be much faster and easier than always reaching out for help – and original vendors can include advanced tools and utilities in the code that other providers can’t offer. 

For CIOs and IT managers considering vendor support to enable accelerated problem resolution, IDC recommends looking for the following support features:

Immediate access to the latest updates and patches when problems are resolved, including security updates – a critical consideration with growing security threats

An extensive library of tools and information for self-diagnosis and resolution, including online portals, knowledge bases with advanced search capabilities, and a robust peer-to-peer community

Advanced remote diagnostic capabilities, including tools with direct ties into the software to isolate and identify complex software issues

Direct access to support staff at the original software vendor when problems occur

Well-established partner networks in support delivery, with the ability to support complex integrations of technology from multiple hardware and software providers

When considering vendor support offerings and packages, IDC also recommends looking for comprehensive offerings that can assure broad access to these deliverables.  Ideally, the support provider will offer add-on services as needed, both for additional support activities and non-traditional support related activities (like optimization services and upgrade services).   IDC research has shown that IT organizations spend considerable time managing contracts and relationships with vendors and suppliers, and anything that can help minimize that time is helpful.  As IT environments grow more complex integrating on-premises and cloud solutions, support deliverables that can help speed problem resolution will be critical for resource-strapped IT organizations.

Elaina Stergiades is the Research Manager for IDC's Software Support Services program. In this position, she provides insight and analysis of industry trends and market strategies for software vendors supporting applications, development environment and systems software. Elaina is also responsible for research, writing and program development of the software support services market.

Prior to joining IDC, Elaina spent 10 years in the software and web design industries. As a quality assurance engineer at Parametric Technology and Weather Services International (WSI), she led testing efforts for new applications and worked closely with customers to design and implement new functionality. Elaina also worked in product marketing at WSI, directing an initiative to launch a new weather crawl system. More recently, she was a project manager at Catalyst online. At Catalyst, Elaina was responsible for managing client search marketing campaigns targeting increased website traffic, revenue and top search engine rankings.

Elaina has a B.S. in mechanical engineering from Cornell University and an M.B.A. from Babson College.

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