ServicesManaged Services
One service keeps your Oracle PPM estate running.
SLA-backed support, release and regression management, security, reporting and governance for Oracle PPM Cloud and your Projects Expert extensions, from one named team of specialists.
Service at a glance
- Coverage
- Six capabilities, one contract, one service desk
- Model
- SLA-backed, with a monthly allowance for changes
- Team
- Named Oracle PPM specialists, UK-based, delivering globally
- Cadence
- Daily help desk · continuous support · quarterly releases · periodic governance
00How it runs
Six capabilities on one cadence.
Not six separate contracts: one service, one service desk, one review. Each capability runs on its own rhythm, and all of it reports into the same monthly and quarterly review with your PMO and platform owner.
02
On request
Configuration changes, enhancements and custom development.
Functional & Technical Support03
Continuous
Roles, segregation of duties and audit evidence, maintained.
Security & Access Management04
Quarterly
Oracle update impact analysis, regression and remediation.
Release & Regression Management05
Continuous
OTBI and BI Publisher support, integrations monitored and fixed.
Reporting & IntegrationsHelp Desk & Break/Fix Daily
SLA-backed incident response, ticket triage and resolution.
Your users raise tickets with a named service desk that knows your configuration. Incidents are triaged against the SLA, fixed, and written up with a root cause so the same problem does not return.
Included
- Named service desk with SLA-backed response
- Incident triage, fix and root-cause note
- Known-issue register and workarounds
Functional & Technical Support On request
Configuration changes, minor enhancements and custom development.
Business needs change after go-live. Configuration changes and minor enhancements are assessed for impact, delivered within an agreed monthly allowance, and larger custom development is scoped separately.
Included
- Configuration changes with impact assessment
- Minor enhancements within an agreed monthly allowance
- Custom development scoped and estimated
Security & Access Management Continuous
Role maintenance, segregation-of-duties checks and audit support.
Roles drift as people join, move and leave. We maintain roles and data security, run segregation-of-duties checks, and produce the evidence your auditors ask for.
Included
- Role and data-security maintenance
- Segregation-of-duties checks
- Evidence packs for internal and external audit
Release & Regression Management Quarterly
Quarterly update impact analysis, testing and remediation.
Oracle updates the platform every quarter. We analyse the impact on your configuration and extensions, run regression packs in your test environment, and remediate before the production window.
Included
- Oracle quarterly update impact analysis
- Regression test packs run in your test environment
- Remediation before the production window
Reporting & Integrations Continuous
OTBI and BI Publisher support, integration monitoring and fixes.
The reports your executives read and the interfaces your finance and HR systems depend on are monitored, supported and fixed, with data-quality checks on scheduled runs.
Included
- OTBI and BI Publisher report support
- Integration monitoring and failure handling
- Data quality checks on scheduled interfaces
Governance & Advisory Periodic
Periodic health checks, roadmap input and adoption recommendations.
Periodic service reviews with the PMO and platform owner, health checks against the baseline we set at go-live, and adoption and roadmap recommendations from the same specialists who advise our other clients.
Included
- Service reviews with the PMO and platform owner
- Adoption and roadmap recommendations
- Periodic health check against the baseline
Engagement model
One agreement, sized to your Oracle PPM estate and the response times your business needs.
| Element | [Standard] | [Enhanced] |
|---|---|---|
| Service desk hours | [UK business hours] | [Extended hours] |
| Incident response | [Priority-based SLA, to be confirmed] | [Priority-based SLA, to be confirmed] |
| Change allowance | [Hours per month] | [Hours per month] |
| Release management | Quarterly impact analysis and regression | Plus pre-release preview and remediation |
| Governance | Quarterly service review | Monthly service review and annual health check |
Onboarding
1
Baseline
We document your configuration, extensions, integrations and reports, and set the health-check baseline.
2
Connect
Service desk, ticket routing, environments and access are set up with your IT and platform owner.
3
Run
The service starts; the first quarterly release cycle and service review are scheduled.
Not live yet?
Advisory Services take you from assessment to go-live; Managed Services begin the day after.
Augment. Specialise. Connect.
A 30-minute consultation with an Oracle PPM specialist: your portfolio, your systems, no generic pitch.