Siebel 8 Applications - Technical Architecture Overview - V811

Copyright 2009, Oracle. All rights reserved.
Oracle Confidential
Siebel Architecture
Siebel 8.1.1 Applications Architecture Technology Overview
Characteristics of an Enterprise Application

Complete CRM for the Current Environment
Usability
Operational and Analytical Business Intelligence
Configuration or Customization
Performance and Scalability
SIEBEL
CUSTOMER RELATIONSHIP MANAGEMENT
Data Management
Availability
Integration
Security
Deployment Lifecycle
Copyright 2009, Oracle. All rights reserved. Oracle Confidential
Cross-Channel Optimized Architecture

Self Service Internal Users Siebel Mobile Applications
Local
E-mail
Gadgets
Web Server Fusion Middleware

Siebel Self Service
Web Server Siebel Server Web Services

User Interface Integration Services Business Logic
Web Server Oracle BI Server
Web Services Additional Data Sources & Services

SAP
PSFT
Adobe forms
Analytical Applications
Supplied Integrations
Oracle Secure Enterprise Search Adobe Forms Haley Rules CCA AIA
Data Access Services
ETL
EBS
Legacy
OLTP
CRM Datamart
Siebel Platform Support

Customer Facing Applications
HTML/XML Browsers: Microsoft IE 6.0 on Windows XP SP2 or Windows 2000 SP4+, Microsoft IE 7.0 on Windows Vista or Windows XP SP2, Netscape 8.1 on Windows XP SP2, FireFox 1.5.0.4 on Win2K/XP/Apple OS X/Linux, Safari 2.0.1 on Apple OS X Browsers: Microsoft IE 6.0 on Windows XP SP2+ or Windows XP Tablet PC Edition 2005 SP2+; Microsoft IE 7.0 on Windows XP SP2+, Windows Vista SP1+ or Windows XP Table PC Edition 2005 SP2+ HP-UX Apache-based Web Server v. 2.0.58 or above IBM HTTP Server 6.1 or above Sun Java System Web Server 6.1 Microsoft IIS 6.0 Oracle HTTP Server 10g HP-UX 11i v2 (11.23 Itanium) IBM AIX 5.3 or higher Sun Solaris 10 Microsoft Windows 2003 Server Linux (SuSe Enterprise V9, Red Hat Enterprise V4, Oracle Enterprise Linux V4 & V5.1) IBM DB2 for LUW 9.1 IBM DB2 UDB 8 for z/OS and OS/390 Oracle 11g MSSQL Server 2005 v9 mode
Web Server
Employee Facing Apps Web Servers
Siebel Application Server

UI Layer Bus Logic Layer Data Layer
EAI
EAI
Enterprise Server Platforms
SQL
OLTP
Database Server Platforms
Mobile Disconnected Applications

Siebel Online Applications
Local DB Local DB Local DB Local DB Local DB
Siebel Mobile / Offline Applications
TCP/IP
Enterprise Server
Siebel Application Server Siebel Application Server UI Layer Siebel Application Server UI Layer Bus UI Layer Bus Logic EAI Bus Logic EAI Layer Logic EAI LayerEAI Data Layer Layer EAI Data Layer EAI Data Layer
HTTP/HTTPS
Comprehensive Mobile Solutions

Siebel Remote
Siebel File System
TrickleSync. net-change synchronization 7 US Patents, proven, highly scalable

Siebel Handheld
OLTP
Siebel Remote Server Services
Store-and-forward 5 vertical applications for Sales and Service

Siebel Wireless
Browser-based, online application 2-way text messaging (SMS)

Self Service E-Billing

The Application Suite is based
on Java and J2EE standards Application server load balancing Java Server Pages and Servlets in a Struts and Tiles framework JDBC for database connectivity & connection pooling JNDI for Directory integration (LDAP) JMS for Messaging Log4J for System monitoring XML Schema-based configuration Allow syntactical checking Extensive use of XML as a
configuration language
Supported Platforms
Application Servers
BEA WebLogic IBM WebSphere Operating Systems Microsoft Windows Sun Solaris IBM AIX HP/UX
Databases
Oracle Microsoft SQL Server IBM DB2
Self Service E-Commerce & E-Support

Web Portals E-Commerce E-Support
Loosely coupled to Siebel CRM through web services
Administration
Web Server J2E Application Server

Application Development Framework
Marketing Sales Service
Siebel Enterprise Server

User Interface - Employee
User Interface B2C and B2B

Page Construction Site Navigation Session Management Role based security Caching Content aggregation
Web Services
~40 web services
Bus. Process Execution

Configuration & Pricing Account Management Catalog browse & Search Product Eligibility
Manage Bus Rules

Product Definition Pricing Management Service Management Knowledge Management
EAI
Standards based Integration BPEL, JSR xxx, WEBDAV, WSRP, Webservices etc
Siebel Data Layer Services
Oracle Secure Enterprise Search
Other KM & Content Management systems
Index
Images Collateral FAQs Literature
Oracle Secure Enterprise Search
Siebel OLTP
Index

Usability
SIEBEL
Data Management
Availability
Integration
Security
Application Design Philosophy

Business users follow a simple paradigm. If they like an application and it is effective they use it more. If they dont, they do the bare minimum.
- Dipock Das, Senior Director, CRM Innovation
Usability = UtilityDrive continuous usability improvements Focus on the small things users do most often Solve for the complete business process, not just CRM Do not build where integration makes more sense for our customers Drive agility by porting relevant B-to-C & C-to-C tech to B-to-B
Transact Across All Channels

Multi-Channel CRM
Mobile
Online
Call Center
Field Sales
Branch Office
Community
Division A
Division B
Acquisition
Partner
Siebel 8.1.1 Fully-Featured User Interface
Highly Interactive, Intuitive and

Personalized Network Efficient with Minimal Screen refresh Embedded Analytics Task Execution Support User Inbox for Workflow Items Intelligent Controls Usability features Zero Installation Built in Portal Framework
The user experience of a Win-32 application within a browser

Empower Users - Task Based User Interface

Reduce Navigation Complexity, Speed Adoption
Guides Users Through Key Tasks

Improves product ease of use Lowers training costs Enables standardization of processes Complements 7.X Ad-hoc User Interface Data not committed until task is complete Easy to Use, Flexible Development Process Drag and drop designer enables rapid
process and task change Provides declarative framework for defining tasks and processes Minimizes scripting
Empower Users World Class Search

Secure and Flexible Search
Enhanced Google-like Search

SOA-based integration with Oracle SES engines SOA infrastructure allows other search engines to be
plugged in as necessary Visibility rules applied to search criteria so users only see results that they are entitled to see
Case/accent-insensitive Queries
Enter query without case sensitivity (John Smith, john
smith, John smith) to improve usability and adoption
Architecture Enhancements
Supports plug and play architecture across different
search engines
Improved User Interface

Results displayed as per the popular web search engine
interface instead of the list of records in Siebel 7.x Keyword highlighting in the results Ability to configure the layout of the results Ability to sort and drill down on the results
Siebel Server Sync Exchange

Supports 3 levels of synchronization
between the Siebel 8.1.1 Applications and Microsoft Exchange Server Level 1 - Enables Synchronization of the following Siebel Domains with MS Exchange Server Business Contacts Personal Contacts Employees Calendar Tasks Level 2 - Provides functionality to link Outlook Calendar, Contact and Task Items with Siebel Data providing a new menu inside Outlook called Siebel Options to support interoperability Level 3 - Provides the Outlook Calendar Control for fully functional access from within the Siebel UI
Microsoft Desktop Integration

Collaboration Across the Enterprise
Microsoft Outlook (E-mail)

Associate e-mails with CRM entities Customization framework available for additional
CRM objects Available for both mobile and connected users
Microsoft Word and Microsoft Excel

Create and populate spreadsheets or documents
using data directly from the Siebel Sales Enterprise Extended Siebel data into pivot tables and charts Siebel toolbar plug-in Invoke built-in data refresh capabilities without having to manually perform exports and imports
Microsoft Sharepoint (Collaboration)

Presence indication Integration with LCS Better team site support Support for Windows Sharepoint Services
Globalization and Localization

Unicode Globalization
Global Data Universal Time Code (UTC) Multi-org schema Locale Support Date and Time Multi-Byte Bi-Directional Currencies Locale-specific Spell Checking Localization Call scripts, templates Multi-lingual outbound communication
Arabic, Chinese (Simplified & Traditional), Czech, Danish, Dutch, English, Finnish, French, German, Hebrew, Italian, Japanese, Korean, Portuguese (Brazil & European), Russian, Spanish, Swedish, Thai, Turkish
Oracle CRM Gadgets

for Siebel CRM & Oracle CRM On Demand
Engage your users with seamless and easy customer information access
Precise information when you need it

provides CRM users with critical customer
information on their desktop
Delivers rich insights

mashes up content from enterprise apps & data
sources across the Web
Protect your vital customer information

Provides a highly secure solution via an open &
scalable platform

Usability
SIEBEL
Data Management
Availability
Integration
Security
Typically, traditional applications or toolkit approaches:
Are difficult to develop and can be unsupportable over time Are complex and time consuming to customize or integrate Require duplication of effort for Multi-channel deployments Have higher project risks with greater chance of failure Often fail to deliver on user expectations
With the Siebel 8.1.1 Applications:

Customers rapidly and easily modify and maintain Customer Facing Applications We provide a broad functional footprint with a highly flexible Multi-platform
architecture The innovative meta data driven architecture affords: intuitive business oriented tooling and administration development reuse within and across applications and languages Visual Editors and Wizards enable rapid, intuitive configuration The Application Upgrader merges customer changes and new Siebel features
Highly Configurable
Siebel Tools
Application Execution
User Interface
Business Process Layer Business Object and Services
Create and modify all application objects:

UI Objects, Business Objects, Data Objects,
Integration Objects, Services
Data Objects and Services
Familiar visual integrated development

environment Drag-and-drop, declarative configuration Pre-populated with objects to learn best practices for designing and delivering effective solutions! Siebel
Integration Services and Servers
External Data Sources
Provides a greater likelihood of success in delivering the business needs, within budget
Flexible Integrated Tool Set for Complete Control

Siebel Tools
Page Composition
Business Object Editing
Database Schema Editing
Content Management
Business Process Editor
Repository
Create and modify all

application objects: UI Objects, Business Objects,
Data Objects, Integration Objects, Services
Build Once - Test - Then Deploy Anywhere

Siebel Mobile Applications
Local DB
Familiar visual integrated
Multiple Client Device Support
Siebel Teller Applications
Siebel Server Deployments
development environment Drag-and-drop, declarative configuration Pre-populated with objects to learn best practices for designing and delivering effective solutions!
Extending the Data Footprint
Database Extensions
Stand-Alone Tables 1:1 Extensions to existing tables M:1 Extensions to existing tables Intersection Tables between existing tables Provides a table wizard for declarative specification of model extensions. Defines mappings for Remote Synchronization Supports mapping to Interface Tables for Data Importing Data Model changes: Preserved from release to release through the patented upgrade technology Migrated out to mobile devices through the synchronization infrastructure Embrace existing data models within the organisation Using External and/or Virtual Business components
Scripting in Siebel
Server Script
Used for on Application, Applet and Business
Component level Scripting of customer Business Services eScript engine ECMAScript Edition 4. Compliant ECMAScript is the standard implementation of JavaScript as defined by the ECMA-262 standard. Uses Script Assist Siebel VB engine VB Script engine with Siebel extensions Available for backward compatibility Siebel eScript is the recommended scripting engine for Server Script
Browser Script JavaScript written in Tools for execution in the browser Allows for browser script on the Application, Applet and Business Component level
Run Time Configuration

Siebel Client
Application Execution User Interface
Business Process Layer

Business Object and Services
Run-time Application Administration

Business processes Data transformation Assignment rules Personalization rules Product configuration rules
Data Objects and Services
Integration Services and Servers
Siebel
External Data Sources
Maximizes business flexibility by enabling immediacy of process and business operation changes
Parallel Development and Deployment Flexibility

User Community
Sales Service Business Administrators
Marketing eService
Main Repository Local Sandbox

1 Check Out 2 Configure Project 5 Project 5 3 Check In
Siebel Environment
Project 1 Project 2 Project 3 Project 4
Project 5
Seamless Data Federation
Single Core Data Model

Supporting Business Independence

Granular development techniques and flexible deployment options
aligned with leading practices, enable line of business independence.
Project 5
Supporting Multi-Team Development

Multiple developers work cooperatively as a team Developers check-out projects and place onto local sandbox environments for
configuration When done, they check projects back into main repository Optional integration with external source code control software (SCCS) enabled
Optional SCCS

Usability
SIEBEL
Data Management
Availability
Integration
Security
Data Management The Challenges

Customer information is the life blood of CRM
Successful Implementations leverage specific Customer Information Systems Customer centric focus is required to maintain customer data consistency Reducing the costs of fragmented initiatives, departments, databases, systems Provide a single view of the customer, and all of their relationships across the enterprise Enable data access/flows and data consistency control across the enterprise Maintain Data Privacy Implement processes to validate and cleanse data Provide a Unique Comprehensive and Best of Breed data model with Vertical extensions Tight integration between Operational & Analytical data Lack of understanding of customers current and potential values and needs No Data Management leads to Customer Information Anarchy Vital information lost in the midst of unneeded/inaccurate data
The Siebel 8.1.1 Applications Data Model

Single Data Model, complete and functionally rich Same model, or subset deployed across all platforms Maximizes the mapping of multiple complex relationships between typical
entities People to People and Organizations Recommendations to Products Pricing to Product, Customer,
Order Volume, Promotion, Agreement. Products to Assets, Service Requests, RMAs and Quality Party
Position S_POSTN Bus. Unit S_BU Household Org Person S_ORG_GROUP S_ORG_EXT Party Rel S_PARTY_REL Party Member S_PARTY_PER
S_CONTACT
Extensible, whilst maintaining
S_PARTY Upgradeability Performance Party Type (LOV) Integration Mobile User Support. Tested and tuned for performance Accommodates data requirements and complexities of Industry Specific Verticals
User List
Access Group
Party
Federated Data
Standards based Integration Support for packages applications
XML Web Services JMS Integration Servers MQ/MSMQ JCA JDB BAPI/IDOC
The Advantages:
Web Server Siebel Application Server
UI Layer Integra tion Bus Logic Layer
Enter and Maintain Data in one

Location Provide Consistency of User Experience Augment Dated Applications with modern capabilities Improve ROI of existing application data.
SAP
ORACLE
EAI
Siebel is architected to support

external data in a high performance manner leveraging EAI and Integration Servers
Legacy
Unix
MSFT
Federated database access via SQL
Siebel
A single view of Customer Information
Unifies customer information from

multiple systems
Creates and maintains a unique,

complete and accurate customer profile
Makes that profile available to all

operational applications in real time
Enables sophisticated analytics to

derive actionable customer insight
Data Management: Customer Data Integration

Creates and maintains unique,
complete and accurate customer information across the enterprise Distributes customer information to all operational applications just in time Centralizes data management UCM enables organizations to: Know your customers Improve data quality Utilize customer insight during all
customer interactions Comply with privacy and regulatory requirements Reduce data management costs
Data Management: Closed Loop Data Quality

Manages customer data through the
entire lifecycle with end-to-end data management processes Creates the best customer record with match, intelligent merge and unmerge capabilities Cleanses and enhances data using pre-built integration to leading data quality tools Tracks corporate data quality effectiveness over time with robust data profiling Enhances customer information with external data sources: D&B Axciom
Data Management: Proactive Events and Policies

Responds proactively to customer
lifecycle events (change of address, opening of new account, etc.) with meaningful alerts and triggers
Defines and executes privacy and

regulatory rules to ensure compliance
Manages and audits events and

policies centrally and consistently across the enterprise
Comprehensive Enterprise Information Management

Identity Customer Assets
Identity Master
Key Entities: ID
Enterprise Master for Customer Data

Key Entities: Party, Addresses, Relationships
Extended Profiling of Customers

Key Entities: Assets, Demographics, Activities
Product
Enterprise Master for Product Data

Key Entities: Products, Price Lists, Prices
Marketing Enterprise Offer Management Sales Service
Key Entities: Campaigns, Offers, Responses
Enterprise Opportunity Management

Key Entities: Opportunities, Orders
Enterprise Service Management

Key Entities: Service Requests, Solutions

Usability
SIEBEL
Data Management
Availability
Integration
Security
Integration
Deliver unique, complete and
accurate customer information to source applications to drive operational benefits
Reduce the time, risk and cost of

integration with pre-packaged integration processes
Enable state-of-the-art services

oriented architecture using industry standard technologies
Provide rigorous support for all

integration modes: real time, near real time, batch, publish and subscribe
Flexible Integration Framework

Enterprise Integration Manager
Enterprise Integration Manager

Supports initial and on-going migration of
bulk data from external applications into the Siebel database.
Portal Framework EAI Components
EAI Components
Provides the ability to access business
logic & data using standard protocols and programming languages
Maximizing Inter-operability With BPEL / ESB Support and Application Siebel Integration
Architecture Service Oriented Business Applications
Service Oriented Architecture

Provides the ability to publish, consume
and invoke application functionality as services based on Industry Standards
BPEL / ESB / AIA Support

Provides a Standards-based architecture
to simplify the complex problem of business integration
Portal Framework
Provides the ability to Present a unified UI
via a portal or composite application
All your information available, when your customers need it

Siebels Integration Framework Supports Three Modes Of Integration

Application
UI Integration
HTML / XML
Web Server
SOAP
Enables programmatic integration at the desktop
Support for Portal technologies
Application
Service Oriented Integration
J2EE/ MQ/.NET SOAP/etc.
Synchronous & asynchronous Programmatic (COM, Java,.) EAI Message-based (MQ,JMS,.) XML and non-XML formats (Fixed Length, CSV, iDOC,)
EAI
SQL
High-Volume Batch Integration
SQL OLTP
Supports Initial or periodic batch replication Provides consistent interfaces from data model changes
Interacting with Web Services

Siebel as Provider
Web Services within Siebel

Loosely coupled, coarse-grained Independent of platforms and
programming languages Enables easy use, reuse and deployment of services Supports consumption and publication of web services Based on core web services standards
Siebel Application Server UI Layer Bus Logic Layer Data Layer Siebel
Publish Siebel WSDL
EAI ASIs EAI
External App Consumes Siebel Web Services HTTP/SOAP
3rd Party Web Application
Web Services Description

Language (WSDL) 1.1 Simple Object Access Protocol (SOAP) 1.1. WS-I Basic Profile 1.0
Siebel as Consumer
Publish External App WSDL
3rd Party Web Application
Stateless interactions Supports Business Services
Siebel Consumes External Web Services HTTP/SOAP
UI Layer
EAI
Data Layer Siebel
Bus Logic Layer
EAI
Business Services Delivered as Web Services

Supports Rapid composite
application development
Sales
Territory Assignment Lead Management
Service
Service Delivery Contract Management
Marketing
Marketing Planning & Budgeting Branded Awareness Campaign Management Channel Promotions Management Loyalty Programs Management
ASIs
Manage Accounts Manage Contacts Manage Household Manage Products Manage Orders Manage Quotes Manage Invoice Manage Employee Manage Position Request ATP Check Request Shipment Tracking Request Shopping Cart Transfer Manage Customer Request Follow-up Request Credit Check Manage Customers Manage Activities Manage Address Manage Offers Deliver Offers Capture Response
An efficient and optimized

approach for integrating with Siebel Applications
Supports Out of the Box

functionality and Self Built Configure Business Service or

Workflow Define Web Services Associate the Business Service or Workflow Generate WSDL Provide WSDL to external application developer
Opportunity Management
Account Development Forecasting Pipeline Management Incentive Compensation Order Management Sales Force Mobility
Parts Inventory Management

Service Scheduling Service Analysis Returns and Parts Repair Service Dispatch & Delivery Customer Sat Management Billing Management
Events Management
Marketing Operations Analyze Results Information Fulfillment
Enables the Siebel 8.1.1

Applications to fully Interoperate as part of a Service Oriented Architecture
Siebel Composite Application Framework
Siebel as Portal
External Content through Siebel UI Siebel Portal Agent
Siebel in Custom UI
Siebel Content through Portal or Custom UI
External Content through Siebel UI

External Content in Siebel UI
Provides a rich user experience

Aggregates and personalizes content from
a complex web of enterprise content and eBusiness applications
Single sign-on session management Key Portal Capabilities External Content Sources
User Management Personalization Content Management Content Aggregation Security Search Portal Agent
HTML/XML
Web Server
SWSE

UI Layer
Legacy Systems
Microsoft Solutions
Integra tion
Bus Logic Layer

XML/Java/ COM/ MSMQ / MQ SQL
EAI
SQL
Web
OLTP
Siebel Content through Portal or Custom UI

Siebel Content in Custom UI
Provides content to external

applications for rendering in external UI frameworks Direct link with single-sign-on Provides: Programmatic Interfaces Application Interfaces Web Services XML Web Interface
Web Server Web Server
SWSE

External Portal Solutions
Microsoft Legacy Systems

XML/Java/ COM/ MSMQ / MQ SQL
Data Access Services SQL
EAI
OLTP
Web
Oracle Fusion SOA Platform Next Generation, Standard Integration Platform

Security
B2B BPEL PM Adapters BAM
Messaging
Transformation
Routing
Oracle Enterprise Service Bus
Application Integration Architecture
Web Server
SWSE
Fusion Middleware/BPEL
On Demand Request/Reply Process
Oracle EBS

i-Flex G-Log
Transform
XSL
Synchronization Process
EAI
Transform
Common Object
Transform
Portal
OLTP
Cross Reference Indexing
Oracle DB
*SAP
Common Error Handling
*SAP connectors available now
Process Integration Packs for CRM Solutions

Siebel CRM Integration Pack for Oracle Order Management: Order to Cash Siebel CRM Integration Pack for Oracle Trade Promotion Management Siebel CRM Integration Pack for Oracle FLEXCUBE Account Originations Siebel CRM and Oracle Communications for Order To Bill Process Integration Pack Siebel CRM and Oracle Communications for Agent-Assisted Billing Care Process Integration Pack Siebel CRM Life Sciences Integration Pack for Oracle Adverse Event Reporting System
Oracle CRM On Demand Integration to Siebel CRM

Oracle CRM On Demand Integration Pack for Oracle E-Business Suite Demantra Integration Pack for Siebel CRM Consumer Goods
Integration between Siebel CRM and Oracle CRM On Demand

Hosted Environment
Pre-built Sustainable Integrations
Enterprise Customer
Oracle CRM On Demand

Web Serv er
Oracle BPEL/ESB Support
Siebel 6.x/7.x/8.x CRM

Web Serv OnDemand er
Integration Applications
HTTP(S)
Integration Server EAI
Connector
EAI
Transport Layer OLTP Executes the Oracle Business Integration Application Provides security and guaranteed message delivery OLTP Provides pre-built transformations to Siebel 6.x/7.x/8.x and other applications.
Integration between On Premise and Hosted

Hosted Environment Custom Applications
Oracle CRM On Demand

Web Serv er
Custom Application
Web Service APIs
HTTPS/SOAP
EAI
Middleware Server OLTP
Enterprise Application
Supporting Call Center Infrastructures

Multi-channel communications
framework Voice, Email, Fax, Page, Wireless,
Web Server Siebel Application Server Web Collaboration, etc.
Open interfaces for:

CTI middleware servers Email/Fax servers Wireless network servers Queuing engines CRM Call Center On Demand Validated integrations with 3rd party communications middleware providers Tight integration with the UI Multi-channel toolbar, customer
dashboard Screen-pops, activity logging
User Interface Layer Siebel EAI Business Logic Layer
Communication Server Siebel Communication API (SCAPI)

CTI Virtual Driver Connector Email Driver Fax Driver Wireless Driver Other Drivers
Keyboard enablement
Universal Queue
CTI Middle ware

CRM Call Center On Demand
Email Server
Fax Server
Wireless Gateway
Other
PBX/ACD/VoIP/ IVR/eCollab

Usability
SIEBEL
Data Management
Availability
Integration
Security
Full Deployment Lifecycle Support

Develop
Upgrade
Test
Siebel Siebel
Siebel
Manage
Deploy
Built-in Test Automation Integration

Performance Testing
Typical Issues:
Recording inserts hard-coded data

values that need replacing with variables Manual replacement is tedious and time-consuming
A Siebel utility changes data values to

variables automatically with 100% accuracy Detailed performance diagnostics
Functional Testing
Typical Issues:
Pixel based reference makes

scripts fragile to regular changes Complex proprietary syntax
Object Reference based Open API Auto Record functionality Enables Testing of the Application without
the need to develop scripts
Deployment
Web Client Health check
Runtime Validation of High Interactivity
Web Client requirements IE Browser settings, JRE version, Browser versions Automated repair of common configuration conflicts
Environment Verification Tool Application Deployment Manager

Automated runtime migration of
application customizations to Staging or Production Environments Source Simple administration and execution Pre-configured objects for deployment
Production
Siebel Anywhere
Manages application deployment
to mobile devices. Incremental changes distributed to minimize traffic
Deploy
System Management
Customers should work with Siebel to develop an
application and system management plan to address: Monitoring, DB Admin, Availability, Performance,
Disaster Recovery, System Management
Siebel Provides: Siebel Server Manager

Supported within Standard Client environment Separate configuration and steady state
operational functions Parity between GUI and CLI
Siebel Application Response Measurement

ARM API Currently Supported by IBM Tivoli Siebel is supported by the market leading application administration and monitoring tools: Oracle Enterprise Manager HP Openview IBM Tivoli BMC Patrol
Siebel Upgrade Technology
Upgrade underlying technology

No impact to existing repository assets Used for enhancing infrastructure with
zero downtime to business
Upgrade application assets

including your customizations Supports multiple releases - upgrade
from any version to the current Migrates all customizations Siebel supports High Availability Upgrade Read-Write key objects Read only majority objects
Prior
New
Customised
New Customised
Siebel undertakes the Upgrade

process before anyone else
Customer Proven since 1997

Usability
SIEBEL
Data Management
Availability
Integration
Security
Security
NETWORK / ENVIRONMENT APPLICATION
User Management
Layered Protection of Application

Bank Vault Model No Single
Point of Failure
Strict Adherence to Industry

Standards Across all Layers and Technologies Secure Processes in addition to Product Features Hardening Guides, Vulnerability
Testing, Secure Coding Practices Secure Communication
Firewall Protection
DATA
Access Control Visibility Data Privacy Audit Trail Secure Data Storage
User Management
Role based Identification and Validation External Authentication
Authentication Secure Deployment
Common Firewall Placement

Network
Local DB
Web Servers
Firewall Deployment
Web Server
Standard HTTP ports Multiple levels of

firewall protection No application logic in web servers

Sync User Interface Services Business Logic Layer and Core Service Bus. Process
Application Servers
EAI
Data Layer Services SQL
Data Stores
OLTP
Standards Based Security and Validation

Industry standards-based secure
communication, password security and user authentication SSL secured communications Between clients, Siebel server
components and external servers
SSL
Web Server
SSL
RSA SHA-1 password security AES data encryption Authentication via Industry standard
platforms or custom API Directory Server Single Sign-On Database Open API

UI Layer Bus Logic Layer Data Layer SSL for SMTP POP3
Email Server
EAI
EAI
SQL
OLTP
Directory (LDAP) Server
Data Security
Customer Concerns
Access Control Usability, Flexibility, Extensibility Externalized Access Control Extended Audit Trail Capabilities Privacy Requirements Siebel Provides: Flexible data access
control framework Out of the box Auditing When business component fields are changed Who made the change What was changed Configurable utility to control audit levels

Usability
SIEBEL
Data Management
Availability
Integration
Security
Availability
The Siebel Architecture supports 24 x 7 operation for business

continuity Ensures continuous service for high volume, highly demanding implementations Eliminates single points of failure (SPOF) Ensures the system appears to users to be always available Through application updates and upgrades Provides a Holistic approach to: Failover Services Scalable Services Distributed Services Storage Redundancy
High Availability
Distributed Services
Multi-threaded, multi-process services Balance work across active servers Load-balanced Services Use standard HTTP load balancing Leverage N+1 model of pooled servers Failover Services Redundant server components Redundant database server Support for Clustering Services Certified for Oracles Real Appl. Cluster (RAC) HP MC Service Guard IBM HACMP Microsoft Clustering Service Sun Cluster Veritas VCS
Web Services XML over HTTP
Web Server Load Balancer

Resilient pool of web servers
Web Server
Web Server
(+1) Web Server
Application Load Balancer

Resilient pool of application servers
Siebel Application Server UI Layer Bus Logic Layer EAI Broker Siebel Application Server UI Layer EAI Broker Bus Logic Layer
+1
EAI
EAI Data Layer
EAI Data Layer
SQL
SQL
SQL
OLTP
Failover
OLTP
Recovery
With Oracles Siebel Architecture:
All system data and metadata is stored in a secured database: built-in
capabilities, no coding is necessary Support Automatic reconnection to the database if the connection is interrupted Support all database platforms Supports hardware mirroring Stateless Web Connection sessions without server affinity are provided through load balancer technology No user connection lost in case of web server crash Load Balanced Web Server Farm Session information is embedded in the requesting URL or in Session Cookie

Usability
SIEBEL
Data Management
Availability
Integration
Security
Scalability and Performance
Evolutionary Architecture focused

HTML/XML
Web Server
on supporting customer interactions in a scaleable and high performance manner leveraging: Efficient Clients Stateless Web Server, Load

UI Layer Bus Logic Layer
EAI
Data Layer
EAI
Balancing Multiple machines per Enterprise Multi-threaded services and servers Load balanced services and servers Fail-over and clustering Database connection pooling and multiplexing
SQL
Siebel Database
Architected for Scalability and Performance
HTML/XML
Web Server

Siebel Smart Web Client View Cache (html template caching) Application data transmitted independently from HTML High performance rendering engine
EAI
EAI
SQL
Siebel Database
HTML/XML
Web Server

EAI
EAI
Web Server Web servers supported: Microsoft IIS, Sun Java System, IBMs IHS, HP-UX Apache-based Oracle HTTP Server Compressed transmissions Message based interactions Very light load on Web Servers Acts solely as HTTP transmission
layer No page assembly
SQL
Siebel Database
Hardware based load balancing

Siebel Server Infrastructure Platforms supported:
HTML/XML
AIX, Solaris, and HP-UX Oracle Enterprise Linux OEL5 (and

OEL4) Other Linux: RedHat 4, SUSE 9 Windows 2003
Web Server
Predictable, near-linear scalability :

UI Layer Bus Logic Layer
EAI EAI
Data Layer
SQL
Siebel Database
across multiple CPUs across many servers Functional specialization of server components Application execution partitioned Load balance requests from client and servers OS native multi-programming and multi-threading libraries used Single logical Enterprise Server constructed of one or more physical servers to meet performance needs
HTML/XML
Web Server
Advanced Database Support Leading DBMS support: Oracle 11g, including RAC SQL Server 2005 EE DB2 9.1 for Unix & Windows, DB2
8+ for z/OS

Data manager generates optimized

SQL Database multiplexing Single DBMS can support high numbers of very active concurrent users Scalable from PDA to Enterprise Class
EAI
EAI
SQL
Siebel Database
SARM Run-time Architecture

SARM Siebel Application
Response Measurement - enabling: Proactive monitoring of application
response times Diagnosis of response time problems Tuning of applications to meet service level commitments
Application Execution
SARM Correlation Key
Server Component
Start Stop
Server Component
Start Stop
Standards-based Application
Response Measurement based on ARM industry standard, which: Monitors Response Time, CPU, and
Memory Provides Comprehensive instrumentation across all Siebel components Is a Light-weight scalable framework, Non-intrusive to the end-user Supports Monitoring and Analysis tools by Siebel and System Management partners
SARM Framework
3rd Party ARM API Library
SARM Log
ARM Log
S8.x PSPP results Recently published

Linux / Unix / Windows
12,000 Users HP
HP BL460c, BL660c Oracle 10g R2 RHEL 4.0
5,000 Users HP
HP BL460c, rx6600 Oracle 10g R2 Oracle Enterprise Linux 4.5
14,000 Users - Sun

Sun T5440 Oracle 10g R2 Solaris 10
7,000 Siebel - IBM

IBM eServer p570 Oracle 10g R2 IBM AIX 5.3
12,000 Users HP
HP BL460c, BL680c SQL Server 2008 Windows 2008
3,500 Users IBM

IBM eServer x3850 Oracle 10g R2 RHEL 4.0
Whitepapers covering complete results available from the Oracle.com web site
http://www.oracle.com/apps_benchmark/html/white-papers-siebel.html
Deployment Options
Centralized
Centralized
For: Centralized Organizational structure, one center of
excellence, single command center
Replicated
HQ
EAI
OLTP
Replicated
Siebel patented synchronization technology For: Remote disparate sites with poor infrastructure and
network, Organizations with branch nodes and legal restrictions around data
OLTP
EAI
HQ
EAI
OLTP
Sub Node
CLIENT
Sub Node
EAI
OLTP
CLIENT
CLIENT
CLIENT
CLIENT
CLIENT
CLIENT
CLIENT
CLIENT
CLIENT
Hosted
Oracle CRM On Demand Siebel CRM Hosted Enterprise Edition For: Managed, Zero risk CRM deployments Federated For: Multiple organizations working under
one Parent, different user communities
On Demand/Hosted Edition
Hosted Service
EAI
Federated
CDI
EAI Siebel Application Server
UDM OLTP
CLIENT
CLIENT
CLIENT
CLIENT
CLIENT
OLTP
Svc
EAI
Sales
EAI
OLTP
Enterprise Business Intelligence

Using Oracle Business Intelligence and Siebel
Relationship Management / Customer Enterprise Warehouse For: Data analyses, insight into the business, Marketing activities
CLIENT
CLIENT
CLIENT
CLIENT
CLIENT
Enterprise BI
SCM
EAI
RMW/ CEW
EAI Siebel Application Server
OLTP
ERP ERP
EAI
HQ
EAI
OLTP
CLIENT
CLIENT
CLIENT
CLIENT
A History of large-scale, Enterprise-wide CRM Deployments

Company Users Company Users
63,797
16,000 16,000
63,600
41,335 39,100 35,000
14,900
13,800
13,000
13,000
31,650
30,000 25,000 24,300 20,000 17,900 16,300
11,030
10,630 10,500 9,570 8,700 8,230
Implementing Large Scale Deployments
IBM 63,600 Users Worldwide
Most important, Siebel technology is helping us improve the quality of dialogue we have with our customers around what we can do better for them something that would have been almost impossible before
Vince Ostrosky, Vice President, CRM, IBM.
Implementing Large Scale Deployments
HP 63,797 Users Worldwide
The enablement of a consistent, industry-leading customer experience requires the close integration of our front office. Siebel has become the primary enabling technology for customer contact at HP and allows us to provide customers with a seamless experience from one touch point to another
Mike Overly, Vice PresidentMarketing, Hewlett-Packard Company

Usability
SIEBEL
Data Management
Availability
Integration
Security

Complete
Leverages and integrates data from multiple heterogeneous
sources into a single logical model
Detailed
Direct access to detail level data in underlying data sources Performance and scalability to handle large data volumes Intelligent and seamless use of aggregates Rich and Complex calculations Integrated server-based data mining and predictive capabilities Predictive insights to drive customer interactions at all touch points Relevant and Timely information Detail level and scope personalized by built-in understanding of peoples role Shares the same data visibility rules with the OLTP platform In Context Web Services architecture with Pre-built integrations Delivery options: intelligence dashboards, mobile analytics, proactive alerts
Architecture Delivering Insight

Information Access, Analysis and Delivery Options
Intelligence Dashboards Advanced Reporting Ad-hoc Exploration Proactive Detection and Alerts In-Context Operational Insight Mobile Business Intelligence Data Mining Marketing Segmentation Web Services
Others
Open Intelligence Interface

Oracle Business Intelligence Server
Enterprise Business Model Metadata Services Intelligent Multi-Level Caching Services Multidimensional Analysis Engine Data Mining Srvs Real-Time Decisions
Single, logical view of

all enterprise data
Scalable Performance Rich analytical

capabilities
Calculation and Integration Services Intelligent Request Generation and Optimized Data Access Services
Centralized control,
security, and visibility
All Relevant Enterprise

Siebel OLTP Siebel RMW/CEW Enterprise DW Department Data Marts Back Office
File or XML MultiSources dimensional (MDX and non-MDX) Sources
Data Sources
Relational (SQL) Sources
Operational & Analytical Reporting

CRM BI + CRM Combined BI Users
3rd Party Open Integration
Web Server
Mail Transport Agent Oracle BI Scheduler
Oracle Business Intelligence Server

Presentation Services - BI Modeling and Calculation Services - BI Data Access Services - BI
Siebel Report Definitions

Report Metadata
User Interface Services Business Logic and Core Services
Oracle BI Repository
Oracle BI Metadata and ETL
Actuate Report Server
Operational Reports Expense Reports Quotes Orders
Data Layer Services
Oracle BI Reports Sales Analysis Churn Models

Source Data Inc Finance, HR and SCM
Siebel OLTP
ETL
Relationship Management / Customer Enterprise Warehouse
ETL

Usability
SIEBEL
Data Management
Availability
Integration
Security
Summary
Siebel 8.1.1 Applications Architecture fully supports the requirements of
todays adaptive businesses in delivering the requirements of Front Office packaged applications: Designed to effectively address the challenges of multi-channel deployments. Architected to deliver maximum out-of-the box capabilities, whilst enabling
unprecedented upgradeable capabilities for customization and configuration. Delivers multiple, runtime administered, workflow, rules and data driven engines to encompass all the flexible demands of the front office. Supports the complexities of Data Management and integration with fully embedded solutions and capabilities. Provides full interoperability with SOA environments, Web Services and Oracle CRM On Demand, Oracle Fusion and Component Assembly solutions. Addresses the challenges of the deployment lifecycle with Testing Solutions, Deployment Utilities, Management Tools Integration and Upgrade Capabilities. Evolved to meet the security demands of some of the top security conscious organizations. Has developed to deliver the availability, performance and saleability of the largest CRM implementations in the world. Fully embeds Analytics to provide the capabilities to deliver insight and drive customer interactions at all touch points.
Architecture
Q&A
For More Information
search.oracle.com
Siebel CRM Architecture
or http://www.oracle.com/applications/crm/siebel/crm-technology/index.html

Siebel 8 Applications - Technical Architecture Overview - V811

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Copyright 2009, Oracle. All rights reserved.

Characteristics of an Enterprise Application

Operational and Analytical Business Intelligence

Performance and Scalability

Copyright 2009, Oracle. All rights reserved. Oracle Confidential

Cross-Channel Optimized Architecture

Web Server Fusion Middleware

Web Server Siebel Server Web Services

Web Server Oracle BI Server

Web Services Additional Data Sources & Services

Data Access Services

Copyright 2009, Oracle. All rights reserved. Oracle Confidential

Siebel Platform Support

Employee Facing Apps Web Servers

Siebel Application Server

Enterprise Server Platforms

Database Server Platforms

Copyright 2009, Oracle. All rights reserved. Oracle Confidential

Mobile Disconnected Applications

Siebel Mobile / Offline Applications

Comprehensive Mobile Solutions

Siebel File System

TrickleSync. net-change synchronization 7 US Patents, proven, highly scalable

Store-and-forward 5 vertical applications for Sales and Service

Browser-based, online application 2-way text messaging (SMS)

Self Service E-Billing

Copyright 2009, Oracle. All rights reserved. Oracle Confidential

Self Service E-Commerce & E-Support

Loosely coupled to Siebel CRM through web services

Web Server J2E Application Server

Marketing Sales Service

Siebel Enterprise Server

User Interface B2C and B2B

Bus. Process Execution

Manage Bus Rules

Siebel Data Layer Services

Oracle Secure Enterprise Search

Other KM & Content Management systems

Images Collateral FAQs Literature

Oracle Secure Enterprise Search

Copyright 2009, Oracle. All rights reserved. Oracle Confidential

Characteristics of an Enterprise Application

Operational and Analytical Business Intelligence

Performance and Scalability

Copyright 2009, Oracle. All rights reserved. Oracle Confidential

Application Design Philosophy

Copyright 2009, Oracle. All rights reserved. Oracle Confidential

Transact Across All Channels

Copyright 2009, Oracle. All rights reserved. Oracle Confidential

Siebel 8.1.1 Fully-Featured User Interface

Highly Interactive, Intuitive and

The user experience of a Win-32 application within a browser

Empower Users - Task Based User Interface

Guides Users Through Key Tasks

Copyright 2009, Oracle. All rights reserved. Oracle Confidential

Empower Users World Class Search

Enhanced Google-like Search

Improved User Interface

Copyright 2009, Oracle. All rights reserved. Oracle Confidential

Siebel Server Sync Exchange

Copyright 2009, Oracle. All rights reserved. Oracle Confidential

Microsoft Desktop Integration

Microsoft Outlook (E-mail)