Services

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• Forrester, The Forrester Wave: Oracle Services Providers, Q4 2009 (PDF)
  Distribution rights expire April 2011 (Publication: October 2009)
  Forrester evaluates 14 Oracle services providers against 60 criteria. Oracle is a leader. Oracle Consulting is in a unique position as the consulting arm of the technology provider, which means it is closely tied into product and support teams at the provider level.
• Performance Monitor, Oracle Consulting Derives Business Value For ERP Systems Integration Clients (PDF)
  Distribution rights do not expire (Publication: May 2008)
  Performance Monitor interviewed 298 Oracle clients completing a systems integration project in 2006. Forty-eight of these projects were led by Oracle Consulting. One of the key findings of this research is that each systems integrator has their own respective strengths, weaknesses, and patterns of performance. This paper will examine the performance of Oracle Consulting.
• The Forrester Wave: Oracle Implementation Providers, Q1 2008 (PDF)
  (Publication: March 2008)
  Forrester evaluated major Oracle implementation providers across 107 criteria and found that Accenture and Deloitte lead due to overall strong end-to-end implementation capabilities as well as industry breadth and depth. Oracle and Satyam fare well based on extremely strong technical ability and growing strategy consulting practices.
• Performance Monitor, ERP at the Speed of Light (PDF)
  (Publication: June 2007)
  A successful accelerated implementation will provide a client the power of ERP in the fastest way possible while causing the least disruption of existing business operations.
• Oracle Systems Integration Buyer's Guide (PDF)
  (Publication: December 2006)
  Performance Monitor surveyed 2,004 clients of leading Oracle, SAP, and PeopleSoft systems integrators. The performance criteria scores for Oracle's leading alliance partners are higher for all twelve performance criteria when they team with Oracle and much higher for four of the criteria.
• Oracle Alliance Partners + Oracle Consulting = an Engagement Asset (PDF)
  (Publication: December 2006)
  While Oracle Consulting's results for performance scores and goal attainment are impressive, the most compelling aspect of their performance is an industry-wide low citation of problems (including our data on leading SAP and PeopleSoft systems integrators). They are first in the group for managing eight of thirteen problem areas, second for two problem areas, and third for the remaining three problem areas. The net result is problem citation at two-thirds the frequency of the group average. This high level of problem management extends across all project types, company sizes, and project budgets as well all industry groups.

• Le CXP, The B&B Hotels Group cuts its customer service response time by 20% (PDF)
  Distribution rights expire November 2011 (Publication: November 2009)
  "By selecting Oracle On Demand as early as 2006, the B&B Hotels Group has successfully automated responses to customer concerns. Claims are now processed in as little as 2 or 3 days, as opposed to 15 days in the past, with vastly improved quality of service."
• Nucleus Research, ROI Case Study: Oracle E-Business Suite - OpenTV (PDF)
  Distribution rights do not expire (Publication: November 2009)
  "OpenTV deployed Oracle E-Business Suite to meet its evolving and complex business requirements while streamlining data entry and auditing, reducing costs while increasing visibility into the business."
• Gartner, Oracle CRM On Demand Release 16 Lifts Customer Object Limit
  Distribution rights expire May 2010 (Publication: June 2009)
• IDC/Manufacturing Insights, SaaS ERP System with Oracle at Farwest Steel Corporation: A Case Study (PDF)
  Distribution rights expire January 2010 (Publication: January 2009)
  Farwest steel improved its order delivery, inventory visibility, and cost tracking by modernizing its application infrastructure on Oracle E-Business Suite On Demand.
• Forrester, The Forrester Wave: Customer Service Software, Q4 2008 (PDF)
  Distribution rights expire May 2010 (Publication: October 2008)
  Oracle's Siebel and Oracle CRM On Demand are Leaders.
• AMR, CRM Gets a Little More Social at Oracle OpenWorld (PDF)
  (Publication: September 2008)
  Oracle recognizes the importance of software as a service to the CRM industry, and it clearly has the resources to get to the critical mass - the place where SaaS can really start to scale and pay dividends.
• Forrester, The Forrester Wave: Enterprise CRM Suites, Q3 2008 (PDF)
  Distribution rights expire March 2010 (Publication: August 2008)
  Oracle's Siebel and Oracle CRM On Demand are Leaders.
• Forrester, The Forrester Wave: Midmarket CRM Suites, Q3 2008 (PDF)
  Distribution rights expire March 2010 (Publication: August 2008)
  Oracle's Siebel and Oracle CRM On Demand are Leaders.
• IDC, Social Conventions Infiltrating Enterprise Applications: Oracle CRM On Demand 15 (PDF)
  (Publication: March 2008)
  With the March 11th announcement of Version 15 of its Oracle CRM On Demand product, Oracle has solidly entered the fray of bringing Web 2.0 capabilities to enterprise applications.
• Nucleus Research, Business Critical: Software-as-a-Service Vendor Strategies (PDF)
  (Publication: November 2007)
  Eight out of 10 SAAS vendors delivering business-critical applications run on Oracle.
• Ovum, Oracle's Radical SaaS CRM Vision (PDF)
  (Publication: November 2007)
  Oracle's new applications have the potential to transform the way that CRM is used and greatly improve its effectiveness.
• IDC, Important Factors to Consider When Deciding How to Support Your IT Environment (PDF)
  (Publication: July 2007)
  This report reviews the factors that IDC believes enterprises should consider when deciding how to support their IT environment.
• IDC, Oracle Announces Enhancements to Siebel CRM On Demand Product Line Along with New Private Option (PDF)
  (Publication: June 2007)
  IDC believes that Oracle continues to demonstrate commitment to the SaaS delivery model.
• Nucleus Research: Guidebook, Oracle's Siebel CRM On Demand (PDF)
  (Publication: April 2007)
  Nucleus found the most successful Oracle Siebel CRM On Demand customers continue to evolve their use of the solution and take advantage of embedded best practices, integration, analytics, and other developments in Siebel CRM On Demand to leverage greater long-term value from their CRM efforts.
• AMR, Oracle Blends Managed Services With OnDemand Pricing (PDF)
  (Publication: October 2006)
  This new managed service finds some middle ground in terms of cost, while reducing deployment as well as risk—the most frequently cited benefits to true SaaS. The model also overcomes any lingering apprehension organizations may still have about sharing their data on the same instance as other companies.

• Gartner, Oracle's Proactive Support Success Relies on Customer Adoption
  Distribution rights expire April 2010 (Publication: October 2009)
• IDC, My Oracle Support: How Oracle is Expanding Software Support Services Capabilities Online (PDF)
  Distribution rights expire July 2010 (Publication: June 2009)
  This very positive report from IDC, provides an overview of My Oracle Support and how it is providing value to Oracle customers. It concludes with recommendations specific to Oracle customers, encouraging all to implement My Oracle Support throughout their IT environments.
• Gartner, Oracle Waives Uplift for Selected Products Going Into Extended Support
  Distribution rights expire May 2010 (Publication: May 2009)
• IDC, Oracle Waives Extended Support for Major Product Lines (PDF)
  Distribution rights expire November 2009 (Publication: May 2009)
  This IDC Link provides an overview of Oracle's announcement on extended support waivers (Collaborate 2009). "IDC believes that given the current economic conditions, these modifications provide options for customers who want to continue receiving support from Oracle while they prepare a migration path for upgrades in line with the pace of their business."
• IDC, The Evolution of Software Support Services: The Dealth of Break-Fix (PDF)
  Distribution rights expire January 2010 (Publication: January 2009)
  Analyst Elaina Stergiades examines the software support services industry, specifically the evolution of vendor strategies and service offerings, over the past twelve months. Overall, the report articulates the shift from break fix support to the need for proactive/preventive support, while also emphasizing the importance of flexibility in support offerings, highlighting integrated support as a key differentiator. The research note showcases My Oracle Support and the associated value it brings to Oracle customers.
• IDC, Oracle Services Vendor Profile (PDF)
  (Publication: December 2007)
  IDC believes that Oracle has a solid base in product support, with the potential to excel in emerging areas of IT focus, such as service-oriented architecture (SOA), business intelligence, master data management, and service management.
• Aberdeen Group, Uniting IT with Business through ITSM: Oracle Leads the Charge (PDF)
  (Publication: December 2007)
  By exploiting the expertise of Oracle, end-users are released from the shackles of technical complexity and freed up to unite IT capabilities with the business goals of the organization, thus becoming well positioned to deliver meaningful customer service and grow the enterprise.
• Telemark Services, The Customer Service Experience Profile - Oracle (PDF)
  (Publication: October 2007)
  This independent report highlights how customers rated Oracle one of the highest in overall satisfaction among communications and IT vendors. Of the respondents, 96.4% said they would recommend Oracle to peers.
• IDC, Important Factors to Consider When Deciding How to Support Your IT Environment (PDF)
  (Publication: July 2007)
  This report reviews the factors that IDC believes enterprises should consider when deciding how to support their IT environment.