2. Best Practices for Supporting Oracle Hyperion EPM and Business Intelligence Solutions Mitra Veluri Senior Principal Technical Support Engineer David Valociek Senior Director, Customer Support, EPM and BI October 2, 2014 Copyright © 2014, Oracle and/or its affiliates. All rights reserved. |Oracle Support

3. Copyright © 2014, Oracle and/or its affiliates. All rights reserved. | Safe Harbor Statement The following is intended to outline our general product direction. It is intended for information purposes only, and may not be incorporated into any contract. It is not a commitment to deliver any material, code, or functionality, and should not be relied upon in making purchasing decisions. The development, release, and timing of any features or functionality described for Oracle’s products remains at the sole discretion of Oracle. 3Oracle Support

4. Copyright © 2014, Oracle and/or its affiliates. All rights reserved. | Program Agenda Installation and Upgrade Preparation Knowledge, Automation and Diagnostics for Success Support Best Practices 1 2 3 4Oracle Support

5. Copyright © 2014, Oracle and/or its affiliates. All rights reserved. | Program Agenda Installation and Upgrade Preparation Knowledge, Automation and Diagnostics for Success Support Best Practices 1 2 3 5Oracle Support

6. Copyright © 2014, Oracle and/or its affiliates. All rights reserved. | Installation and Upgrade Preparation Lifecycle Evaluate Plan Configure Test Implement Accept 6Oracle Support

7. Copyright © 2014, Oracle and/or its affiliates. All rights reserved. | Installation and Upgrade Preparation Evaluate Information gathering Option assessment Product understanding Environment analysis Key stakeholder identification Decision to proceed 7Oracle Support

8. Copyright © 2014, Oracle and/or its affiliates. All rights reserved. | Installation and Upgrade Preparation Plan Detailed product understanding Detailed environment assessment Project task and dependency identification Milestone identification Critical path analysis Resource planning 8Oracle Support

9. Copyright © 2014, Oracle and/or its affiliates. All rights reserved. | Installation and Upgrade Preparation Configure Project plan in execution Utilization of test environment Iterative cycles Continuous improvement Continuous learning 9Oracle Support

10. Copyright © 2014, Oracle and/or its affiliates. All rights reserved. | Installation and Upgrade Preparation Test Unit and functional testing Performance considerations Load considerations Multiple cycles Continuous improvement 10Oracle Support

11. Copyright © 2014, Oracle and/or its affiliates. All rights reserved. | Installation and Upgrade Preparation Implement Project plan in execution against production environment Configuration management considerations 11Oracle Support

12. Copyright © 2014, Oracle and/or its affiliates. All rights reserved. | Installation and Upgrade Preparation Accept Final system testing User acceptance testing Release to production System maintenance plan and considerations 12Oracle Support

13. Copyright © 2014, Oracle and/or its affiliates. All rights reserved. | Installation and Upgrade Preparation Lifecycle Evaluate Plan Configure Test Implement Accept 13Oracle Support

14. Copyright © 2014, Oracle and/or its affiliates. All rights reserved. | Program Agenda Installation and Upgrade Preparation Knowledge, Automation and Diagnostics for Success Support Best Practices 1 2 3 14Oracle Support

15. Copyright © 2014, Oracle and/or its affiliates. All rights reserved. | Knowledge, Automation and Diagnostics for Success Knowledge One stop shop for Business Analytics KM: Information Center: Business Analytics Index (EPM/BI) (Doc ID 1378677.2)Doc ID 1378677.2 Dynamically updated with latest, most important information for all EPM/BI products From this article, navigate to Upgrade Advisors for information on how to upgrade to later versions 15Oracle Support

16. Copyright © 2014, Oracle and/or its affiliates. All rights reserved. | Knowledge, Automation and Diagnostics for Success Knowledge Instant access to product solutions and alerts Upcoming knowledge events Updated frequently asked questions Detailed steps to resolve specific concerns 16Oracle Support

17. Copyright © 2014, Oracle and/or its affiliates. All rights reserved. | Knowledge, Automation and Diagnostics for Success Automation New Guided Resolution Feature in MOS Introduced in MOS 14.3 with further developments in 14.4 and beyond Designed to guide you to a technical resolution for known issues by using fact- driven logic based on your specific situation and/or configurations Intended to diagnose issues across key product areas while retaining the flexibility of filing an SR in the event that a solution is not discovered 17Oracle Support

18. Copyright © 2014, Oracle and/or its affiliates. All rights reserved. | Knowledge, Automation and Diagnostics for Success Diagnostics A comprehensive view of all Diagnostics available for Business Analytics can be found here: Business Analytics Instrumentation Index [Video] (Doc ID 1514548.1)Doc ID 1514548.1 Proactively upload RDA in SRs for faster resolution of issues Utilize HCVE to pre-check environments prior to software installation 18Oracle Support

19. Copyright © 2014, Oracle and/or its affiliates. All rights reserved. | Knowledge, Automation and Diagnostics for Success Diagnostics Remote Diagnostic Agent (RDA) Automated diagnostic information Data collections of log and event files Key parameters collection is crucial to troubleshooting Minimizes the requirement for follow up questions Identification of product patches installed 19Oracle Support

20. Copyright © 2014, Oracle and/or its affiliates. All rights reserved. | Knowledge, Automation and Diagnostics for Success Diagnostics Remote Diagnostics Agent (RDA) 20Oracle Support

21. Copyright © 2014, Oracle and/or its affiliates. All rights reserved. | Program Agenda Installation and Upgrade Preparation Knowledge, Automation and Diagnostics for Success Support Best Practices 1 2 3 21Oracle Support

22. Copyright © 2014, Oracle and/or its affiliates. All rights reserved. | Support Best Practices My Oracle Support - MOS New MOS Accreditation Program Accreditation provides the knowledge foundation required to effectively support and troubleshoot BI and EPM issues, helping you find solutions and answers more quickly in My Oracle Support My Oracle Support Accreditation - Series Index (Doc ID 1583898.1)Doc ID 1583898.1 My Oracle Support Accreditation Series - Business Analytics (Doc ID 1626104.1)Doc ID 1626104.1 22Oracle Support

23. Copyright © 2014, Oracle and/or its affiliates. All rights reserved. | Support Best Practices 23Oracle Support My Oracle Support - MOS The Getting Started section that appears on your MOS Dashboard has been updated To learn or review best practices please take the time to view the videos and documents available How to use My Oracle Support - Training Video Series (Doc ID 603505.1)Doc ID 603505.1

24. Copyright © 2014, Oracle and/or its affiliates. All rights reserved. | Support Best Practices Service Request My Oracle Support SR Creation More detailed and complete information = faster support assistance and resolution 24Oracle Support

25. Copyright © 2014, Oracle and/or its affiliates. All rights reserved. | Support Best Practices Patches and Updates Multiple resources are available to you to keep you up-to-date with patches and updates Available Patch Sets and Patch Set Updates for Oracle Hyperion Enterprise Performance Management Products (Doc ID 1400559.1)Doc ID 1400559.1 OBIEE 11g Required and Recommended Bundle Patches and Patch Sets (Doc ID 1488475.1)Doc ID 1488475.1 Hyperion Patch ReviewsHyperion Patch Reviews MOS Community BI Patch ReviewBI Patch Review MOS Community 25Oracle Support

26. Copyright © 2014, Oracle and/or its affiliates. All rights reserved. | Support Best Practices Certification/Compatibility Certification information can be found in 2 locations: 1.MOS Certify tab 2.Certification matrixes: Oracle Business Intelligence Enterprise Edition (OBIEE) Certification Matrix (Doc ID 1109260.1)Doc ID 1109260.1 EPM Support Matrix - Product Compatibility Information (Doc ID 1507504.1)Doc ID 1507504.1 Specific information, such as browser compatibility, can be found in KM articles: OBIEE 11g - Browser Certification Advisor (Doc ID 1615805.2)Doc ID 1615805.2 EPM Certification Community BI Certification Community 26Oracle Support

27. Copyright © 2014, Oracle and/or its affiliates. All rights reserved. | Support Best Practices Communities MOS Communities migrated to Jive7 with MOS 14.3, bringing new navigation and terminology There are 2 MOSC Spaces with 15 subspaces: Business Intelligence (MOSC)Business Intelligence (MOSC) with 5 sub- spaces 5 sub- spaces Oracle Hyperion EPM (MOSC) Oracle Hyperion EPM (MOSC) with 10 sub- spaces10 sub- spaces Communities are an ideal alternative to SRs for simple questions not requiring diagnosis and to solicit answers from both Oracle and non-Oracle members 27Oracle Support

28. Copyright © 2014, Oracle and/or its affiliates. All rights reserved. | Social Media Business Analytics Blog Latest release notifications and significant article announcements are made available on this blog for BI and EPM products https://blogs.oracle.com/proactivesupportEPM/ Twitter Follow us on @Oracle_EPMBI@Oracle_EPMBI Webcasts Advisor webcasts are run regularly. To see the schedule and any archives go here: Advisor Webcasts: Current Schedule and Archived Recordings (Doc ID 740966.1)Doc ID 740966.1 28Oracle Support

29. Copyright © 2014, Oracle and/or its affiliates. All rights reserved. | Topics Reviewed Installation and Upgrade Preparation Knowledge, Automation and Diagnostics for Success Support Best Practices 1 2 3 29Oracle Support

30. Copyright © 2014, Oracle and/or its affiliates. All rights reserved. | Safe Harbor Statement The preceding is intended to outline our general product direction. It is intended for information purposes only, and may not be incorporated into any contract. It is not a commitment to deliver any material, code, or functionality, and should not be relied upon in making purchasing decisions. The development, release, and timing of any features or functionality described for Oracle’s products remains at the sole discretion of Oracle. 30Oracle Support

31. Copyright © 2014, Oracle and/or its affiliates. All rights reserved. |31Oracle Support