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Oracle Managed Services (OMS) for Exadata V2

May 2010 ---INTERNAL USE ONLY---

Advanced Technology Services for Exadata

Oracle Exadata Lifecycle Benefits

Architect Exadata Optimize Implementation Accelerate readiness Ensure deployment success

Simplify & re-platform architecture Improve application response times Reduce inhouse maintenance costs Increase system agility

Consolidate instances Consolidate applications Balance workloads Enhance disaster recovery Improve accessibility Enhance security

Enhance enterprise analysis Increase enterprise access & security Optimize Data Architecture Refine ETL/ Application Code

What are your production support plans? Re-Platform to Accelerate Impact & Exadata Architecture Business Innovation
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Advanced Technology Services for Exadata

Oracle Exadata Lifecycle Processs

Next Discussion: Migration Service

Customers Need To Provide A Broad Range of Oracle / Sun Skills To Optimize Performance & Reduce Production Risk

HARDWARE Database Servers

8-SunFire x86 Servers

SOFTWARE Database Software

Oracle DB 11g, RAC, Partitioning

I/O Interconnect
3-Infiniband Switches

Disk Storage
14-Sun Oracle Exadata Storage Servers Each Storage Server = 12 Disk Drives

Storage Software
Oracle Exadata Storage Server Software

Infrastructure:
Ethernet Switch KVM Cables Power Supplies Rack

Services:
Installation Services Configuration Services Monitoring Services

Warranty & Support

V2 Service Convergence May Cause Finger Pointing Among MultiProduction Vendor/Teams!!

Oracle Managed Services Provides A SINGLE Point Of Contact & Ownership

HARDWARE Database Servers

8-SunFire x86 Servers

I/O Interconnect Telco Provider(s)

3-Infiniband Switches

SOFTWARE Database Software Oracle DB 11g, RAC, Partitioning OS/Firmware 32 Processors of each Team DB Team

Storage Software Storage Team Oracle Exadata 14-Sun Oracle Exadata Storage Servers Oracle (Sun) HW Infrastructure: Ethernet Switch Support
KVM Cables Power Supplies Rack

Data Center Disk Storage Provider(s)

Each Storage Server = 12 Disk Drives

Storage Server Software 168 Disk Drives

CEMLI Services:

Team

Installation Services Configuration Services Monitoring Services Warranty & Support 5

Apps Team

V2 Service Convergence May Cause Finger Pointing Among MultiProduction Vendor/Teams!!

Oracle Managed Services Provides A SINGLE Point Of Contact & Ownership

HARDWARE Database Servers

8-SunFire x86 Servers

I/O Interconnect Telco Provider(s)

3-Infiniband Switches

SOFTWARE Database Software Oracle DB 11g, RAC, Partitioning OS/Firmware 32 Processors of each Team DB Team

Storage Software Storage Team Oracle Exadata 14-Sun Oracle Exadata Storage Servers Oracle (Sun) HW Infrastructure: Ethernet Switch Support
KVM Cables Power Supplies Rack

Data Center Disk Storage Provider(s)

Each Storage Server = 12 Disk Drives

Storage Server Software 168 Disk Drives

CEMLI Services:

Team

Installation Services Configuration Services Monitoring Services Warranty & Support 6

Apps Team

V2 Service Convergence May Cause Finger Pointing Among MultiProduction Vendor/Teams!!

Oracle Managed Services Provides A SINGLE Point Of Contact & Ownership

SOFTWARE Database Software Complete 8-SunFire x86 Servers Oracle DB 11g, RAC, Partitioning OS/Firmware 32 Processors of each Team I/O Interconnect Telco Provider(s) HARDWARE Database Servers
3-Infiniband Switches

Storage Software Storage Team Oracle Exadata 14-Sun Oracle Exadata Storage Servers Oracle (Sun) HW Infrastructure: Ethernet Switch Support
KVM Cables Power Supplies Rack

Data Center Disk Storage Provider(s)

DB Team

Each Storage Server = 12 Disk Drives

Storage Server Software 168 Disk Drives

CEMLI Services:

Team

Installation Services Configuration Services Monitoring Services Warranty & Support 7

Apps Team

2009 - 2010 V2 Maintenance Schedule Becomes A Maintenance Plan With Full Impact Analysis With OMS
Exadata Software & Firmware Maintenance
Exadata Storage Server Database Servers Infiniband/Switches/KVM/Others

Maintenance Schedule (MOS Note 888828.1)

20-Nov-09

20-Dec-09

20-Jan-10

20-Feb-10

20-Mar-10 Infiniband/Switches/Others
Description

20-Apr-10

Exadata Storage Server

Storage Server
Release Date

Database Server

Database Server
Yes

Infiniband/ Others
Yes

Key Benefit of OMS: Find Once Fix Many

Initial Release Exadata Storage Server software 11.2.1.2.0 Oracle Database 11g Release 2 (11.2.0.1.0) Sun Oracle Database Machine - Sun Datacenter InfiniBand Switch 36 Patche Deployment Patch 9207209 Exadata Storage Server software 11.2.1.2.1 (Patch 9307085) Database Bundle Patch 1 for Exadata (Patch 9325559) Exadata Storage Server software 11.2.1.2.3(Patch 9435285) OFED software 1.4.2-10; InfiniBand HCA firmware 2.7.0 Database Bundle Patch 2 for Exadata (Patch 9408635) Grid infrastructure Bundle Patch 1 (Patch 9455587) Database Bundle Patch 3 for Exadata (Patch 9524394) Exadata Storage Server software 11.2.1.2.4 (Patch 9537568)

Yes

20-Nov-09

11-Dec-09
31-Jan-10 11-Feb-10

Yes Yes Yes Yes

Yes

Yes

11-Mar-10 15-Apr-10 20-Apr-10

Yes Yes

OMS Provides An Integrated Apps To Disk, 24X7, SLA Backed, Production Support Managed Service That Will Lower Your Customers Risk and Total Cost of Ownership
At-A-Glance Service Highlights
Single Point of Contact and Accountability 24x7X365 lights out service coverage

Advanced monitoring from apps to disk Apps To Disk Patch application and updates as needed Peak resource availability (e.g. maintenance work and month end close activities) V2 Managed Service Supported By ITIL Based Best Practices Onshore and offshore support models available Proprietary Access To Oracle Product, Sun HW, and Development Knowledgebase, Process, and Tools for improved resolution of issues Predictable Monthly Service Fees that are scalable to your business cycles
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Devil in the Details Delivered Via ITIL Based Statements of Work

EXADATA Component
HARDWARE

OCMS Tasks
Monitoring Firmware Updates Coordination

Task Detail
Faults (Temperature, Board Failure, NIC Failure, HCA Failure, etc) BIOS etc In case of Hardware Failure - coordinate with FRU (Field Replacement Unit)

OPERATING SYSTEM

Monitoring
Patching /Updates Tuning Backups

Disk IO, Memory, CPU

RPM's, Security etc. Kernel settings, Limits etc File System backups Diagnostics, Error Check Diagnostics, Error Check, VLAN provisioning All DB activity (performance, storage, etc.) One off patches, Security updates, certified point release updates ASM, RMAN Database backups and restores Database cloning/refresh Overall DBA activities Combination of OS/Infiniband events One-off patches, security

EXADATA NETWORK DATABASE (11gR2 RAC)

Infiniband Diagnostics Cisco Ethernet Diagnostics Monitoring Patching Ongoing Configuration Backups/Restores Cloning DB Management

EXADATA Software (Storage Cells)

Monitoring Patching

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OMS V2 Monitoring Capabilities Go Past Standard EM By Leveraging Library of Existing ILOM/SNMP Alerts
Resource/Service Database, RAC, ASM Component Database Event/Alert
Up/Down Alert Alert log & Diagnostic Info Available Space Monitoring Database Backup Success Invalid Objects Up/Down Alert Up/Down Alert Log Checks Up/Down Alert Alert Log Checks Long Running Jobs High CPU Processes Inactive Sessions Temp & Undo Space Usage Up/Down Alert Alert log & Diagnostic Info Load Average past threshold Mount point space usage CPU and IO Utilization Up/Down Alert Log & Diagnostic Info Mount point space usage Load Average past threshold RAM, CPU, and IO Utilization IB Bandwidth/Speed IB Link Status IB ULP Presence Link status Error counters SNMP traps SMTP alerts and notifications IPMI PETS Temperature/Fan Failure Board/Backplane/Paddle Card Failure Voltage NIC/Port/IB HCA Failures RAID controller errors (parity, failures, etc.) Disk & DIMM Failures Power Supply Failure Processor Core Failure Cable Degradation BIOS/Post and sensor detection

DB listener CRS Processes ASM Processes Operating Systems DB Nodes

Storage Cells

Network (Exadata only)

Infiniband Ethernet

Hardware

ILOM Configuration

Devices

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OMS V2 Key Out of Scope Activities

1. New Database Instance Architecture and Design and Tuning of Impacted instances (Pull ATS Back In) 2. Tuning of SQL code (Pull ATS Back In)

3. 4. 5. 6. 7.

Major Release Upgrades (e.g. 11gR2 to 12) (Pull ATS Back In) Back Up Tape Handling Troubleshooting tape or tape drive issues Application Support IE: OBIEE or Infomatica (Up Sell Opportunity) Capacity Planning and Analysis (OMS is part of planning process of
customer owns decisions and calculations)

8. Hardware Support (Covered under Exadata License but coordinated via

OMS)

9. Datacenter management

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Industry Standard Managed Services Model Is Used As The Framework For OMS
ITIL Processes and Governance

The following key ITIL process area are in scope for a managed services proposal
2nd Level Enterprise Service Desk Service Support Service Delivery Governance

OMS Operations Are ITIL V3 Compliant Moving Towards ISO Certification In FY11/12 The following section highlights key ITIL framework and the related tool sets used in the OMS Exadata V2 Statements of Work.

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OMS Process Area #1: Enterprise Service Desk

Service
Incident Management

Responsibilities
Record, classify, route, resolve, monitor, escalate, and communicate status of all Incidents.

Benefits
Faster incident resolution times results in improved user experience, elimination of lost incidents, complete SLA metrics, single gateway for all Oracle incidents and service request

Problem Management

Root cause analysis of all Severity 1 incidents, trend analysis, identification, recording, classification and diagnosis of all problems and errors

Improved Service Desk first time fix rate by creation of Known Errors database, Improved organizational learning tough FAQs

Capability Management

Identify prescriptive training and retraining opportunities from Problem Management trending analysis (Up sell to UPK)

Decrease incidents for Functional help though empowering the Exadata user with Knowledge

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OMS Process Area #2: Service Support

Service
Configuration Management

Responsibilities
Identify, plan, control change to the configuration of Oracle environment including data architecture and application components.

Benefits
Makes applications and other changes visible and supports the Release Management process

Change Management

Assess cost, benefit, and risk impact. Monitor the progress of the change and Manage the coordination with other business and IT changes.

Reduce negative impact of the change from improved business and technical risk impact assessment, alignment and coordination with other change reduces cross project issues and streamlines the communication channels Minimize disruption to business during implementation of change by bundling releases where applicable, assurance that production environment is of known quality

Release Management

Plan and Manage successful implementation of new/changed software, facilitate testing of change and compliance with standards to release into production environment, coordinate with change Management

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OMS Process Area #3: Service Delivery

Service
Availability Management

Responsibilities
Facilitate service levels are met. Collect, analyze, and maintain availability data and continuously reviewing results to improve availability. Facilitate the execution of the customers contracted IT recovery and business continuity plans, ensuring they are reviewed, revised, and tested periodically

Benefits
Availability levels are measured to fully support service level Management

Continuity Management

Reduce business disruption during an incident with an ability to recover services efficiently and thus reduction of the impact of the failure.

Capacity Management

Measure and monitor all components of the infrastructure including performance of the services provided, and facilitate future planning and implementation of new resources to fit future business requirements

Eliminate panic buying and unnecessary spare capacity, optimization of equipment, Increased efficiency and cost savings, deferred expenditures.

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The OMS V2 Service Level Structure Needs To Be Discussed In Two Parts: HW and SW HARDWARE Database Servers
8-SunFire x86 Servers

SOFTWARE Database Software

Oracle DB 11g, RAC, Partitioning

I/O Interconnect
3-Infiniband Switches

Disk Storage
14-Sun Oracle Exadata Storage Servers Each Storage Server = 12 Disk Drives

Storage Software
Oracle Exadata Storage Server Software

Infrastructure:
Ethernet Switch KVM Cables Power Supplies Rack

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The OMS V2 Service Level Structure

Availability Severity Level

Severity Level 1

99.5% Restore Time

90% within 8 Hours

Response Time
30 Minutes from receipt of the Ticket

SOFTWARE Database Software

Oracle DB 11g, RAC, Partitioning

Severity Level 2 Severity Level 3 Severity Level 4

1 Hour from receipt of the Ticket 8 hours from receipt of the Ticket 24 Hours from receipt of the Ticket

90% within 16 Hours Per Deal Basis Per Deal Basis

Storage Software
Oracle Exadata Storage Server Software

SLA Credits Based On Monthly Recurring Charge

3% to 10%

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The OMS V2 Service Level Structure

HARDWARE Database Servers

8-SunFire x86 Servers

I/O Interconnect
3-Infiniband Switches

The SLA Challenge Governed By License Agreement No HW Restoration or Availability SLA Commitments Provided Various On Site Response levels (Example: 4 or 8 hour)

Disk Storage
14-Sun Oracle Exadata Storage Servers Each Storage Server = 12 Disk Drives

Infrastructure:
Ethernet Switch KVM Cables Power Supplies Rack

The SLA Risk Mitigation Allow Oracle To Host V2 (Future) HW Architecture Redundancy Purchase DR Machine Purchase On Site Spares Purchase Oracle Managed Service To Monitor, Triage, Call Out, and Own Resolution Map Out Distance To Parts Depot If Deal Is Strategic or Large Enough (High Number of RACS) OMS can seek HQAPP approval for a custom Restoration Goal

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By Combining The SLA On The Software + Single Point Of Contact For The HW = OMS Accountability HARDWARE Database Servers I/O Interconnect SOFTWARE Availability 99.5% Database Software

Severity Response Restore 8-SunFire x86Mitigation Servers Oracle DB 11g, RAC, Partitioning The SLA Risk Level Time Time Allow Oracle To Host V2 (Future) 32 Processors of each Severity 30 Minutes 90% HW Architecture Redundancy Level 1 from receipt of within 8 Purchase DR Machine the Ticket Hours 3-Infiniband Switches Purchase On Site Spares Purchase Oracle Managed Service To Monitor, Triage, Call Out, and Own Resolution Severity 1 Hour from 90% Map Out Distance To Parts Depot Level 2 receipt of the within 16 If14-Sun Deal Is Oracle Strategic or Large Enough Oracle Exadata Ticket Hours Exadata Storage Servers (High Number of RACS) OMS can Storage Server Severity 8 hours fromSoftware Per Deal Each Storage Server = 12 Disk Drives seek HQAPP approval for a custom Level 3 receipt of the 168 Disk Drives Basis Restoration Goal Ticket Infrastructure:

Disk Storage

Storage Software

Ethernet Switch KVM Cables Power Supplies Rack

Severity Level 4

24 Hours from receipt of the Ticket

Per Deal Basis

SLA Credits Based On Monthly Recurring Charge

3% to 10%

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Run & Maintain Services

End-to-end Management Process

User Environment

Level 1 Helpdesk

Ticket Mngt Tool

Customer 1st Level Help Desk

Monitoring Alerts Tool

V2

Open View problem / change tickets Routed to Oracle

Oracles Level 3; Oracle Support & Development
Oracles - V2 Field Dispatch For HW Break/Fix

OCMS Service Desk:

Grid Alerts Routed to Oracle

Customer Level 3 Apps Support

Oracle Escalation to Level 3

Customer Data Center

Customer continues to provide Level One end user help desk services escalates V2 problem / change tickets to Oracle as incurred. V2s alert monitoring tool(s) redirect V2 Infrastructure alerts to Oracle Service Desk Problems will be escalated and closed with the needed (Level 3) as necessary, Oracle stays accountable

Oracle performs proactive support activities Oracle performs reactive support: (e.g. receive / action alerts)

Daily / weekly / monthly service level reporting (content & frequency as agreed)
All Customer Level 2 problem / change tickets will be monitored, tracked and closed by Oracle to Customers satisfaction

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Oracle Consulting Services for Exadata

Exadata Services Timeline
6 to 8 weeks Order to Install
Exadata Ordered Exadata Installed

Month 1

Month 2
Exadata in Production

Exadata Blueprint

ATS

Packaged Offering

Architecture Transition

Extend & Expand

Optimize & Refine

OCMS

Shadow Run & Maintain

Run & Maintain Services

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Rough Order of Magnitude Pricing (Budgetary)

Price For Budgetary Purposes Only. On Site Expenses Excluded
Rack Configuration Full Rack Half Rack Transition $23,500 $21,500 Year 1 $326,000 $210,000 Year 2 9%
Efficiency

Year 3 6%
Efficiency

Total TCV $928,500 $580,500

Partial Onsite DBA

Included Included

$298,000 $180,000

$281,000 $169,000

Quarter Rack

$18,500

$150,000

$136,000

$128,000

$432,500

Included

Current Pipe:
P&G $3.9M License $2.53M (Signed), ATS $114K +OMS $1.23M (May close) Cardinal Health Praxair Cummins Monsanto Disney

Pursuit and Capture?

Peter at 404-915-7643 -Peter.Brychcy@Oracle.com Murali at 770-329-8430 - Murali.Golla@Oracle.com

Oracle Confidential

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