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subject: Oracle Management: What You Should Know About Remotely Managing Your Erp Application [print this page]

If youre looking for technical talent and best practices for Oracle management, you should consider remote application services. Partnering with a hosted application management and managed services provider can offer knowledge, experience and comprehensive outsourcing management of enterprise application environments. A valuable benefit is that your company can have a single point of accountability.

An experienced provider with a proven track record in Oracle management> will have experienced technicians and experts working together in an optimized environment to meet your specific needs. In other words, you benefit from higher quality services, improved efficiency and overall better performance of your application. More importantly, these benefits translate into minimizing ongoing costs, mitigating risks and maximizing your investment.

Remote Application Services Customized to Your Requirements

For the highest performance levels, your Oracle management provider should offer the following services:

24/7 Support for users, problem tracking and resolution for all Level 1 and Level 2 issues. These services need to include:

Call-logging, triage and call-management services

Establishing customer-specific call types

Establishing customer-defined escalation procedures

Monitoring and troubleshooting scheduled batch

Providing detailed, monthly call reports and analysis

Creating and modifying user IDs

Stopping runaway or hung processes (database, application specific, printer, etc.).

Assisting callers with software navigation and use

Application Administration. Your provider should implement and maintain your application in a configuration optimized for your requirements. The Oracle management should include user accounts, output devices, database interaction, batch jobs, patches and customizations. To ensure optimal system performance and availability, the application administrators need to work closely with the database and operating system administrators to proactively monitor and tune each system.

Database Administration. These services are designed for data availability and security. The Oracle management provider must focus on maintaining data integrity and optimal system performance. Successful data backups, along with regular restore and recovery testing need to be the highest priorities. Proactive and perpetual system monitoring and tuning ensures high availability of your systems.

Operating Systems Administration. These services provide support for server infrastructure and operating systems. They should include systems design, hardware installation, upgrades and patch management, systems configuration, performance monitoring and tuning, security design and monitoring, and daily administration.

Network Management. WAN and LAN administration services provide you with remote, enterprise-wide network monitoring and management. The real-time status of all critical nodes/segments must be monitored at your Oracle management providers 24/7 support center. Required services include network discovery and analysis, trouble reporting and resolution, trend and usage analysis and capacity planning, and network security management.

Desktop Management. Your Oracle management provider should support the entire life cycle of your desktop technology. Whether dealing with deployments, break-fix issues or service level agreements, a flexible model that can be customized to your specific environment would provide a good solution.

You want your providers engineers strategically located on-site or off-site using remote tools to troubleshoot and diagnose problems over the phone. Service engineers should work closely with you to ensure issues are fixed and documented within established response times.

Application Functional Support. To maximize the productivity of users, Oracle management providers need to provide full-time support and training services. These services include diagnosing and resolving functional problems, acting as the customer liaison with software vendors for problem resolution, conducting functional training for customers new employees, developing and managing training materials, and performing short-term projects at your site.

Application Development. Application modification or customization is often necessary. Although you typically want to keep as close to packaged code as possible, you may need a provider highly skilled in application development. Then, if changes must be made, the provider can design a solution to be as portable as possible to aid future migrations.

IT Security Administration. This essential element of infrastructure management requires a combination of proven security technologies, well-documented operational policies and expertise. A comprehensive set of security administration services would include internal system and application account management, patch management, virus control management, firewall configuration management, VPN configuration management, security assessments, security event response and forensics, external threat analysis, and intrusion detection system management.

For the best Oracle management remote services, you want your provider to use industry best practices to ensure long-term support of your system. In addition, they must fully understand that proper maintenance is the key to getting the most from your enterprise application. The end result should be a high-performing system thats both supportable and upgradeable well into the future.

by: Chuck Vermillion

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