Our team of consultants specialise in implementation and post-live support of the whole suite of Oracle modules on both a functional and technical level.
Although it is almost impossible to use an Oracle product “out of the box”, Oracle have chosen not to offer support for any product that has been customised to meet the clients need. Whether this work has been carried out by Oracle themselves or one of the larger consulting firms, the client is always left in the situation where they have to arrange the support of what is, more often than not, their mission critical application.
How to go about doing this is always a decision that requires great thought and consideration and the potential solutions usually fall into three categories;
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Train the current support team to have the skills necessary to support the application or take on new staff already with the skills. Either one of these can ultimately be very expensive as there will undoubtedly be staff who are either very well paid or have had a large investment made in them and will be under utilised or move on to other positions.
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Outsource the IT requirements to a specialised company who will service the whole range of needs. Usually this will be for a fixed period and involve the outsource company employing some or all of the current internal support team. What this means is that the client will lose touch with their own IT requirements and lose the specialised technical knowledge for their own environment. It also means that the outsource company will have the loyalty and skills of the people who they rely upon for the smooth running of their own business processes.
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Use a combination of the two approaches and have and internal support team to deal with the day-to-day issues which arise in running IT systems and supporting the users and have an agreement with a support organisation who has the skills to resolve problems outside the areas the internal team specialise in. This ensures that the support team’s utilisation can be controlled effectively and that there are no concerns with high-level problems when they arise. This also means that the company, with no cost implication, can access skills that would be unrealistic and uneconomical to retain otherwise.
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Whilst we can assist companies who choose either of the first two routes, we strongly believe that having a support agreement in place to compliment the internal support team is by far the most cost effective and efficient way to deal with issues as they arise.
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