Strategies for managing large-enterprise IT environments have been rapidly evolving over the past few years, with growing numbers of companies outsourcing IT support to highly skilled managed services providers. For enterprises running an Oracle Hyperion environment, choosing a Hyperion managed services provider can be a daunting task. There are countless IT managed services providers — including many who claim Hyperion expertise — but few have the depth and breadth of Hyperion knowledge and experience to truly qualify as Hyperion experts.
Here are some tips for choosing the right Hyperion managed services provider:
Comprehensive product knowledge
The Oracle Hyperion suite of business solutions covers virtually every facet of business operations, including financial management, reporting, planning, budgeting, business intelligence, and enterprise performance management. Each solution — such as Essbase, Hyperion Financial Management (HFM), and Hyperion Planning — require specific skill sets that can only be acquired through certified training and on-the-job experience. A superior Hyperion managed services provider can demonstrate reliable expert consulting and support for the entire Oracle Hyperion suite.
Thorough onboarding process
The best Hyperion managed services providers conduct a comprehensive, detailed analysis of the client’s Hyperion environment infrastructure and applications to determine if the system network, hardware, and operating systems are optimized to run Hyperion at maximum efficiency and if all applications are fully implemented, up-to-date, and functional.
Regular, periodic system health check-ups
To keep your Hyperion platform running smoothly, it’s important that the managed services provider checks it regularly and fine-tunes it to help prevent any issues that could cause unplanned downtime and lost productivity.
24x7x365 remote monitoring
To aid regular check-ups as well as diagnose and repair many system problems, your Hyperion managed services provider should be capable of providing ongoing remote monitoring and support around the clock.
Flexible service level acknowledgements (SLAs)
A good managed services provider will happily provide just the right amount of service and support needed to meet your requirements, whether it’s a few hours a month to provide additional assistance during closings or an unlimited support plan to act as a full-service Hyperion admin. The best managed services providers spell everything out in detail so the scope of work and service level are clearly understood by both parties to avoid any confusion or billing disagreements.
Finally, it’s important to check on the location of managed services support centers. Many technology companies and managed service providers contract overseas for call center and service support in tech-savvy countries such as India. While this is perfectly acceptable for many companies, industries, and applications, it can also cause difficulties because of potential security issues as well as time and cultural differences that can create confusion, delay responses, and lead to less-than-satisfactory solutions. For a complex IT environment such as Oracle Hyperion, it’s important to choose a domestic managed services provider to ensure rapid response and the best resolutions with minimal risk.