LessonsLearnedonSeven(7) Siebel8.

0Upgrades Siebel 8 0 Upgrades

NorCalOAUG TrainingDay2009 Training Day 2009 RobertPonder PonderProServe,Inc.

Saturday, January 17, 2009

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Agenda
ReviewsevenSiebel8.0 upgradeprojects. Understandwhatwent wellandwhatwentwrongontheprojects. well and what went wrong on the projects IdentifycommontrendsinsuccessfulSiebel upgradeprojects. upgrade projects. Identifymistakesmadeonupgradeprojectsand howtoavoidthemonyourupgrade. Learnlessonsfromtheseupgradeprojectsyou canapplytoyournextSiebelupgrade.
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RobertandPonderProServe
JoinedSiebelin1998. SpecializedinSiebelupgradesandperformancetuning p pg p g whileatSiebel. LeadingspeakeronSiebelupgradeswhileatSiebel. Works in the field helping customers perform Siebel WorksinthefieldhelpingcustomersperformSiebel upgradesandtuneSiebelperformancewithgroupof trustedformerSiebel/Oraclecolleagues. C CurrentlyworksforPonderProServe.Smallconsulting l k f d S S ll li companywithtrueexpertsinSiebel. p p DedicatedOraclepartnerandTwoStarOAUGpartner interestedinmakingSiebelcustomerssuccessful.

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SevenSiebel8.0Upgrades
# 1 2 Industry Pharma Retail Duration 4months+ 3 4 months + 3 months 14months Customizati on NearlyOOTB Nearly OOTB Extreme customizatio n Medium w/ eScriipt Mediumw/ eScript S i t Mediumw/ eScript Mediumw/ eScript Mediumw/ eScript Extreme customizatio n Highlights Upgraderescue Upgrade rescue Themostchallenging 6 to8upgradeever! Normalupgradethat hitmajorissue Normalupgrade Largeuserbasewith remote Normalupgradewith specificchallenges Normalupgradewith specificchallenges j p Projectindeeptrouble Version 7.5 > 8 0 SIA 7 5 >8.0SIA 6.2> 8.0SEA

3 4 5 6 7 8

HighTech Finance Insurance Pharma Finance Telco

6months 7months 15+months 9months 5months 24months+

7.5>8.0SEA 7.5>8.0SEA 7.5>8.0SIA 7.8>8.0SIA 7.5>8.0SIA 6.3>7.8SIA

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 Ranged from what should have been a very Rangedfromwhatshouldhavebeenavery straightforwardupgradetothemostcomplexSiebel 8upgradeweareawareof. Whiletherewascommonalityacrosstheprojects thereweremanyuniquechallengesfacedbyeach upgrade. Noneoftheupgradeswereeasy. ManyoftheupgradesalsoincludedDBMSupgrades toOracle10.2.0.3/10.2.0.4. to Oracle 10 2 0 3/10 2 0 4 Manyoftheupgradesrequiredsignificantworkto getperformancewhereitneededtobe. Ourinvolvementvariedfromprimesystem integratorto911upgradesupportwhenserious issueswereencountered.
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SummaryoftheProjects

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OutlineforEachProject
Companybackground Previousupgradeexperience Previous upgrade experience Projectgoals/objectives Majorchallengesfaced j g PPSroleontheproject Teamsize Projectduration Surprises Thingsthatworkedverywell Mistakesmade Keylessonslearned K l l d
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SomePPSSiebelUpgradeBestPractices
Maketheverybestdecisionspossibleonyourupgrade projectandremembertherightdecisionsarenot alwaysobvious. y Taketimetoplanandestimateyourupgradeprojectby doinganupgradeassessment.Weliketoincludea proofofconceptupgradethatformsthebasisforour proof of concept upgrade that forms the basis for our levelofeffortestimate. BuildnewSiebeldev,testandprodandupgradeacopy ofyourproductiondatabaseleavingtheoldSiebel f d ti d t b l i th ld Si b l enterpriseintactandreadytouseifneeded. Startperformancetestingearlysincefixingissuessuch asmemoryleakscantakealongtime. Besuretodopracticerunsofyourproduction upgrade.Practicemakesperfect. upgrade. Practice makes perfect.
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PPSSiebelUpgradeBestPracticesCont
Testyourapplicationthoroughlyinyourupgradednew productionenvironmentandnotjustinyourtest d ti i t d tj ti t t environment.Requirescarefulplanningtobeableto testinnewprodanddoyourpracticeruns. p y p Getthebesthelppossibleonyourupgradeproject. Keepteamsizesmall.Youdon'tneedanarmyof consultantstodoyourSiebelupgrade. Avoidanylastminutechangestoyourpracticed upgradeprocedure,SRF,etc. upgrade procedure SRF etc Dontletmeetingyourdeadlinecauseyoutomakebad decisions.
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Pharma7.5>8.0SIA
EMEAPharmaceuticalcompanywithsmallITstaffandafewhundredcall centerusers. PPSreceivedemergencycallthatSiebel8QAupgradewouldnotwork afterseveralfailedattemptstorunit. after several failed attempts to run it Whenweengagedtheprojectteamwas"gutting"theSiebelupgrade scriptsanddeletednumerousSQLstatementsinalastditcheffortto make/forcetheQAupgraderun. Nearvanilla.Shouldhavebeenaveryeasyupgradebutwasnot! ll h ld h b d b AftersomeresearchwerealizedthattheSEAversionofSiebelwasusedto runthedevupgradesoalltheSIAtablesfor7.7,7.8and8.0weremissing! HardtotellatfirstsinceSEAwasinstalled,devupgraderan,thenSEAwas Hard to tell at first since SEA was installed dev upgrade ran then SEA was uninstalledandSIAinstalledsoeverythinglookedcorrectindev. ConsultantfromlargeSiebelconsultingcompanyadmittedthiswasthe casebutonlyafterwehadundeniableproof.Saidhewonderedifitmight causeaproblem. cause a problem Wererantheupgradecorrectlyinourlabsinordertosavetimeandgave thecustomeranupgradedSiebelSIAapplicationwiththemajorityofthe kinksworkedoutinjustafewdays.

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LessonsLearned
Besureyouknowwhoisrunningyourupgrade."We"havedoneanumberof upgradesmaynotmeantheactualpeopledoingyourupgradehaveeverrun anupgradebefore. Besurethepersonrunningyouupgradeknowstheprocess,hasread bookshelfandhasdoneaSiebelupgradebefore.Wethinkthisconsultant mayhaveworkedononeormoreupgradesinaconfigurationrolebutwas notfamiliarwiththeserverinstallationtasksandtheactualrunningofthe upgrade. Askforandcheckreferencesonallyourconsultantseveniftheyarefroma A kf d h k f ll lt t if th f companyyouknowandtrust. NeverunderestimateanySiebelupgrade.Alargeconsultingcompanysent someonewhowasnotuptothechallengebecausetheyknewthe implementationwasnearlyOOTBandthoughtthiswouldbeaneasyproject. implementation was nearly OOTB and thought this would be an easy project Thisupgradeisvanilla youcanhandleit.Not! BeverycarefultogetyourSiebelversioncorrectwhenbuildingimages.We haveseenthewrongversionofSiebelimagedandeveninstalledatafew customersites. customer sites TheSiebelupgradenormallyrunsverysmoothlyintest.Ifitdoesnotthen tryingtodeleteSQLstatementsthatarefailingfromtheupgradescriptsis nevertheanswer. KnowwhattoexpectwhentheSiebelupgraderuns. Know what to expect when the Siebel upgrade runs TestingonSiebelupgradesishugeandrepeatingitisexpensive.
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Customerhadbeenhopingtoupgradeoff6.2forseveralyearsandhaddone C h db h i d ff 6 2 f l dh dd carefulplanningonhowtogoabouttheirupgrade. Largenumberofcallcenterusersbutmostorderstakenviainteractivevoice response(IVR)interfacewithSiebel. Numeroushugechallengesincluding: h h ll l d

Highlycomplexwithsignificationamountofcustomcode. Verylargedatabasethatwouldneedupgradetuning. Truezerodowntimeallowed.

Retail6.2>8.0SEA

DidnotwanttousethecommonbigbangapproachtoSiebelupgradessince Did h bi b h Si b l d i Siebelranthiscompany'sbusiness. NeededtoconvertlargebodyofSiebelVBtoeScript. Projectstartedoutonversion7.8andthenmovedto8.0soonafter8.0was initiallyreleased. i i i ll l d Projectencounterednumerous8.0productissuesthathavesincebeenfixed. ThankstothisprojectSiebel8isverysolidtodayforothercustomers. ExtensiveOracle10gtuningperformed.ThisiswherewedevelopedthePPS init.orarecommendedparameters.Zerostoredoutlinesrequiredanddidnothave d d d l d ddd h todropstatsonzerorowtables. Incorrectserverarchitectureinitiallyconfiguredandhadtoberedone. UpgradealsorequiredGenesys upgradetoGPlus 7.5andweprovidedthesupport forthiseffort.
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LessonsLearned
ZerodowntimeSiebelupgradesarepossiblebutarenoteasy. HavingaSiebel6.2and8.0applicationcoexistandsharedataispossible andwasakeytomakingthisSiebelprojectsuccessful.BigbangtoSiebel 8.0wouldhavefailed.CoexistenceallowedSiebel8issuestoberesolved 8 0 would have failed Coexistence allowed Siebel 8 issues to be resolved asusersslowlymigratedoffversion6. Don'tunderestimatetheamountoftimeforSiebelupgradetuningifyou haveaverylargeSiebeldatabasethatwillbesignificantlyimpactedbythe upgrade.Forthiscustomerthefirstupgrade(2stepsincewecameallthe upgrade For this customer the first upgrade (2 step since we came all the wayfrom6.2)requiredfour(4)weeksjusttorunfortheinitialbaseline beforetuningcouldbegin. Don'tunderestimatethetimerequiredtoconvertlargebodiesofSVBto eScript,evenwiththehelpofPPSToolsHelper. h h h l f l l SiebelSTengineismuchbetterthanoldTenginebutdoesbehave differentlyinanumberofways. Properuseoftheoffshoremodelispossibleandforthiscustomerit Proper use of the offshore model is possible and for this customer it meantstayingincontrolofworkandcarefullymanaginghowtheoffshore teamfixedeachgiventypeofproblemwiththeconvertedeScriptcode. WewereallsurprisedbytheinitialproductdefectswefoundwithSiebel 8.0andarehappytoseethesehavesincebeenaddressedbyOracle. 8 0 and are happy to see these have since been addressed by Oracle
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Anotherrepeatcustomer.AsSiebelemployeeswehelpedthemwiththeir7.5upgradegoliveafter Another repeat customer As Siebel employees we helped them with their 7 5 upgrade go live after theyhadaverylongupgradefrom6.x. Didaverythoroughupgradeassessmentthatincludedwalkingusersthrunewproductfeaturesof7.7, 7.8and8.0.Alsoincludedaproofofconceptupgradeanddemonstratingcustomer'sapplicationin 8.0. WewereallsurprisedbythechangesinSiebelDataQuality.NewSiebelDQAPIismuchbetterthan We were all surprised by the changes in Siebel Data Quality New Siebel DQ API is much better than oldscriptbasedapproachbut300KnewlicensingfromDQvendorwasnotexpected. Upgradewentverywelloverall.Customerwasverysurprisedhowquicklyapplicationwasupgraded andreadyfortesting.WeusedproprietaryadvancedtechniquesandPPSToolsHelpertoquicklyfix manycommonSiebelupgradeissues. ImproveddesktopintegrationtouseSiebelwebservicesinsteadofCOMinterfacesforincreased I d d kt i t ti t Si b l b i i t d f COM i t f f i d performanceandstabilityaspartoftheproject. Followedallbestpracticesexceptdidnotspendasmuchtimetestinginnewprodenvironmentaswe couldhave. PriortogoliveexperiencedseverecrashproblemsrelatedtonewDQmodulethatDQvendorfixed priortogolive.Thiscausedourinitialgolivedatetobemissed. i li hi d i i i l li d b i d HittwoCTIrelatedcrashesduringprodgolive.OnewasfixedforOracletheotherwasfixedby changingcustomeScriptcodethathadabug.Neitherofthesecrasheswereeverencounteredduring testing. SpentextensivetimetuningOracle10gforoptimalperformance.ImplementedPPSinit.ora recommendationsandstatisticsstrategy.Zerostoredoutlinesanddidnothavetodropstatsonzero rowtables. UpgradealsorequiredupgradetoGPlus 7.5.

Finance7.5>8.0SEA

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LessonsLearned
Evenwithadetailedupgradeassessmentyoucanstillrunintosurpriseslikethe DQAPIchangethatwewerenotawareofatthetime. Bringyour"A"gamefortheproductiongolive.Haveadvanceddebuggingtools installedandreadytogoaheadoftimetobeabletotroubleshootproduction installed and ready to go ahead of time to be able to troubleshoot production crashesinsteadoftryingtolearnhowtodothisafterthecrashesstart. Weimplementedautomatedlistingofactivetasksevery30minutes.Made trackingdownlogfilesforusersreportingissueshourslaterverysimple.Laterwe learnedofs_srm_task_hist whichgivesmuchthesameinfobutdoesnotavailable g aslongasthesavedactivesessioninfo. Evenhighlycustomizedapplicationscanbeupgradedfairlyrapidlywiththeright toolsandtechniques. p g STeScriptenginedifferencesshouldnotbeunderestimated. AutomatingpostupgradeSiebeladmintasksisworththeeffort. Automatingverificationofpostupgradetasksisalsoworththeeffort. HugeperformanceimprovementspossibleonSiebel7.5upgradesbutyouhaveto investthetimeintuningtorealizethem. invest the time in tuning to realize them CustomerscanperformtheSiebelupgradewiththeirownstaffaslongastheyget somespecializedSiebelupgradeassistanceandhelpontheirmoredifficult problemsencountered.

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HighTech7.5>8.0SEA
Wereceived911calldayspriortogoliveonthis upgradethataseverememoryleakexisted. upgrade that a severe memory leak existed Workedwithcustomertoidentifyrootcauseof memoryleakandsubmittedOOTBtestcaseto memory leak and submitted OOTB test case to OracleTechnicalSupporttoreproduce. GotgreatsupportfromOracleonexpeditedQF g pp p Q butgolivedatewasstillmissed. Customerwillgoliveon8.0soonandishappy withupgradealthoughtheydidmisstheirinitial targetdate.
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LessonsLearned
Don'twaituntiltheveryendofyourprojecttoperformload testing.IfOraclewillrequire46weekstoproduceaQFyoushould factorthatintoyourtestplans. factor that into your test plans Fairlyeasytospotmemoryleaksbeforeloadtestingifyouknow whattolookfor. Workarounds are possible for some Siebel issues In this case we WorkaroundsarepossibleforsomeSiebelissues.Inthiscasewe hadtwoworkarounds forthememoryleakissuethatworkedjust fineforothercustomersbutforthiscustomerneitherofthetwo workarounds wereviable. TestingSiebelisthebiggestpartofmostSiebel8upgrades.Third workaroundcouldnotbeusedsinceitwouldhaverequiredtoo muchtesting.HadtowaitforQFfromOracle. T t th bi TestthebiggestpartsofyourSiebelarchitectureearlyandmake t t f Si b l hit t l d k suretheyworkcorrectly.ForthiscustomernavigatedGotoView wastheakeycomponentoftheirarchitecture.

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Insurance7.5>8.0SIA
Begantalkingwiththiscustomerviaawordofmouthreference anotherupgradecustomergave.Weengagedtohelpwithodds andendsofspecializedtaskscustomerandtheirSIwerenotfully preparedtohandle.Mainlyadvancedtroubleshooting,running PPSToolsHelperandSQLRecord/Playback. Customer uses DB2 and has a large number (10 000) of remote CustomerusesDB2andhasalargenumber(10,000)ofremote users. UpgradewentprettywellbutdidrunintoafewSiebelproduct defects.Ultimatelyallproductdefectswereaddressed. y p Siebel8.0applicationfindwasamajorissueforthiscustomer.End usersdidnotlikenewfunctionality. Upgradewasscheduledtogoliveinearly2009butwilllikelygolive later.Currentlyevaluating8.0.0.5.

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LessonsLearned
AgivenSiebelproductdefectthatmightnotmatter verymuchatallforonecustomercanbeatotalshow very much at all for one customer can be a total show stopperforanothercustomer.E.g.ImmediatePost Changebuttondoubleclickwashugeonthisupgrade butdidnotmatteronotherupgradeswewere involvedwith. Siebel upgrades are critical projects that can make or Siebelupgradesarecriticalprojectsthatcanmakeor breakacompany'sabilitiestodobusiness.Ifthings don'tgoperfectand/orifthereareexternalforcesat workdon'tbesurprisedifyourupgradegetsdelayed kd ' b i d if d d l d untilthebusinessfeelsthetimeisright.

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Pharma7.8>8.0SIA
ThiscustomerlikestobeonthecurrentSiebelversionandusesSiebelglobally. Oracle10g(10.2.0.4)upgradeandUNICODEupgradeincludedaspartofthis upgrade. TechnicalupgradewithseveralnewfeaturesaddedtoSiebelimplementation. Technical upgrade with several new features added to Siebel implementation Allupgradebestpracticeswerefollowed. AllenvironmentsincludingproductionranonVMwareESX.Thisistheveryfirst customerintheworldweknowofwhorunseverythingonvirtualmachinesin production. production Thesagaofthechangedapplicationfind.WhydidOracledothat?Wedeveloped acustomsearchcenterthatlooksandworksexactlylike7.8did(butwerejust barelyabletodoso). ExtensiveOracleperformancetuningperformedaspartofthisupgrade.Zero Extensive Oracle performance tuning performed as part of this upgrade Zero storedoutlinesanddidnotneedtodropstatsonzerorowtables(again).PPSSQL Record/Playbackusedtoconfirmmovingfrom10.2.0.3to10.2.0.4wouldactually improveperformance! Refactored problematic eScript as part of fixing other issues related to ST engine problematiceScriptaspartoffixingotherissuesrelatedtoSTengine. ExistingmemoryleaksrelatedtobadeScriptallfixedaspartofthisupgrade. Customerrelationshipbeganwith911emergencycallontheir7.8upgraderelated toOMcrashesinproduction. Currentlyevaluating8.1.1andOracle11. C tl l ti 8 1 1 d O l 11
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LessonsLearned
MigrationtoSTenginenottobeunderestimatedespecially ifanyexistingcodeisnotasbeautifulasitcouldbe.Inthis caselackofpropertry/catch/finallygaveusalotofissues. case lack of proper try/catch/finally gave us a lot of issues Oraclecanchangeexistingfunctionalityinwaysyoudon't expectthatmightnotbewhatyouwantsuchasthe applicationfind. li ti fi d Sameissueofchangesthatdidnotmatteratalltoother customersbeinghugepotentialshowstoppersforother customers. t HavetobeverycautionswhenapplyingSiebelQFs. AgainweseethattestingisahugepartoftheSiebel g g g p upgrade.CostoftestingaQF=$$$k. 10.2.0.3clientwithpatch7and10.2.0.4serverworkswell.

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Finance7.5to8.0SIA
Beganprojectin2007butprojectputonholdandstartedbackupin2008 withaDec25,2008productiongolive. SiebelFinanceapplicationusedovertheInternettomembercompanies. Siebel Finance application used over the Internet to member companies Oracle10gupgradeincludedaspartoftheupgrade. PPSinit.oraandstatisticsstrategy.Havetoproveperformancebetter whenyourrecommendationsaredifferentthanSiebel/Oracle. StatisticschallengesrelatedtoSiebelRemoteandS_DOCK_INITM_xx. ExtensiveOracleperformancetuningperformedaspartofthisupgrade. Customerperformedupgradeontheirownwithhelpfromusatthevery beginningduringdevupgrade,productiongoliveandoccasionalhelp beginning during dev upgrade production go live and occasional help duringremainderoftheproject. Practicedproductionupgrademanytimesandworkedoutallissues. g Productiongoliveassmoothaswehaveeverseen.NoneventforIT. MainissuereportedwasendusersneededtoaddnewURLtotrusted sites. Usersveryhappywithnewapplicationandnoticeditismuchfasterthan before.
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LessonsLearned
Customer'sstaffcanperformtheSiebelupgradewithjustalittle specializedhelp.PPShelpedwithupgradeandSiebelTAM/EShelpedwith otherkeytasks. Havingalong4dayweekendtoperformtheSiebelupgradeisverynice andallowsplentyoftimetogeteverythingdone. Oraclestatisticsstrategyiskeybutthegeneralrecommendationsof softwarevendordidnotworkwell.E.g.Siebeldocumentationdoesnot software vendor did not work well. E.g. Siebel documentation does not mentionsystemstatisticsandothertopicskeytogettingexcellent performanceonOracleCBO. PPSSQLRecordveryeffectiveatidentifyingandprioritizingproblemSQL. Siebelupgradescangoverysmoothlyifyouplanandexecutethem Si b l d thl if l d t th correctly. GoogleAnalyticsveryhelpfulforHIapplicationsdeployedoverthe Internet.Excellentusageandbrowsercapabilitytracking. StickyManagertechniqueworkedextremelywelltocoordinate dependenciesbetweendifferentgroupsongoliveweekend. SmallteamsizeagainprovestobeveryeffectiveonSiebelupgrades.

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Telco6.3to7.8SIA
HighlycustomizedTelco. TalkedwithcustomertwoyearsprioraboutSiebelupgrade planningbutwasnotinvolvedwithactualupgrade. planning but was not involved with actual upgrade Receivedemergency911callthateConfigurator performancehas horribleandintendedgoliveismidJanuary2009.Firsttimewe havespokenwiththiscustomerintwoyears! have spoken with this customer in two years! Thiscustomerwasalsointheprocessofjustbeginningupgrade tuningwithjustonemonthtillplannedproductiongolive. Basedonthelittleweknowthisprojectisheadingforprobable p j g p trouble. Customerhasnotyetengagedustohelp.Weareprettysurethis projectwillbedeliveredlateandwillneedagoodbitofwork (months)inordertogolive. (months) in order to go live

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LessonsLearned
Severeperformanceproblemsshouldbeidentifiedearlyinthe upgradeprocess.Realizingyouhaveshowstoppingperformance issuesonemonthpriortogoliveisnotacceptableandcanbe issues one month prior to go live is not acceptable and can be avoided. Don'tignorebadperformanceindev,testandotherenvironments. If you think you might need Siebel upgrade performance tuning IfyouthinkyoumightneedSiebelupgradeperformancetuning startearlyandbewareofthedangersofmodifyingtheSiebel providedupgradescripts. Projectissues/problemsareprettyeasytospotbutyouhaveto knowwhattolookforandnotignore/denythem. k h l kf d i /d h Thenumber1worstmistakeyoucanmakeistoletthepressureof yourprojectdeadlinecauseyoutoattempttogolivewhenyouare notready.Disasterwaitingtohappen.Search Siebelupgrade not ready Disaster waiting to happen Search Siebel upgrade snafusforaprimeexamplefrom2003.

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Questions&Answers

rponder@ponderproserve.com 770.490.2767 www.ponderproserve.com

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Resources
DatabaseUpgradeGuide. Oracle Online Community (Ospace) is now live and can be OracleOnlineCommunity(Ospace)isnowliveandcanbe foundat:
http://www.oracle.com/applications/community/index.html. ThereisaforumcalledInstall/Upgrade/Manage

SupportWeb>InstallationandUpgrade>Install/Upgrade Portal,especiallyAlert1322:Siebel8.0Upgrade Important Portal especially Alert 1322: Siebel 8 0 Upgrade Important StepstoaSuccessful8.0Upgrade. http://www.ponderproserve.com/support.htmlforseveral otherdetailed.ppt,especiallyPartI&IIOAUGwebseminar.

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ContactInfo
RobertPonder Robert Ponder PonderProServe,Inc. rponder@ponderproserve.com d @ d 770.490.2767

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ToDo

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