6 Systems Assurance

The system assurance process is the exchange of information between the customer and Oracle representatives to ensure that no aspects of the sale, order, installation and implementation for the SL3000 library are overlooked. This process promotes an error-free installation and contributes to the overall customer satisfaction.

The system assurance team members (the customer and Oracle) ensure that all aspects of the process are planned carefully and performed efficiently. This process begins when the customer accepts the sales proposal. At this time, an Oracle representative schedules the system assurance planning meetings.

System Assurance Planning Meetings

The purpose of the system assurance planning meetings are to:

Introduce the customer to the SL3000 library.
Explain the system assurance process and establish the team.
Identify and define the customer requirements and configurations.
Complete the order.
Prepare for the installation and implementation.

Engagement Methodology

Each individual engagement is different: different customers, different needs, and different requirements.

In addition to system assurance, Oracle has standardized and implemented a delivery methodology that provides continuity and quality assurance in the engagement and delivery approach. This suggested methodology is:

Assess
Design
Implement
Manage

This methodology consists of a defined path of action exchange of information. Sales personnel can provide a series of templates and checklists to assist with this process. These templates and checklists document the necessary information to ensure that the proposed solution can be delivered and supported to achieve Oracle's customer satisfaction requirements.

The methodology is designed for Oracle marketing, sales, and engagement personnel (such as Systems Engineers and Professional Services Engineers, plus qualified and approved partners). Following this methodology allows all members to work together, provide consistent documentation for each engagement and to ensure both customer satisfaction and overall sales success. The information in this document is intended to help ensure that an SL3000 library is successfully installed.

Actions for Sales Personnel

Sales personnel should do the following:

Introduce the team members to the customer, exchange contact information.
Describe the SL3000 modular library, options, and features for the customer.
See Chapter 1, "Introduction"for information and topics.
Identify and define the customer's requirements.
Understand the customer's expectations.
Identify any additional items the customer might need:
- Library management software and additional hardware activation files, media—data and cleaning cartridges, labels, media services, tape drives, drive tray conversions, encryption, network components and cables, and service delivery platform (SDP)
Make sure the site is ready to receive the SL3000 library. Review the information in Chapter 7, "Site Planning" and Chapter 8, "Installation Planning".
Review and complete the site survey, found at: http://my.oracle.com/site/pd/sss/products/tape/index.html
Place an order, see Chapter 9, "Ordering".
Install and implement that solution by providing qualified service and support.