INFORMATION INDEPTH NEWSLETTERS
On Demand Edition
August 2008

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How Oracle’s SDMs Solve Five Key Pain Points for Your Enterprise

Service Delivery Managers (SDMs) – professionals trained and equipped to work with customers throughout the lifecycle of their investment in Oracle solutions -- work closely with customers to keep IT on track with business goals.

1. Strategic Planning
SDMs don't just fill orders or fix bugs. From the beginning of the relationship, they work to understand and clarify customers' strategic, long-term goals, and then map these to the customer's overall IT and application strategies, including On Demand.

2. Maximizing ROI
The SDM works with the customer not just to come up with a plan that meets a set of business or technical requirements. Return on investment (ROI) is always the foremost consideration.

That means helping customers benefit as much as possible from the rapid implementation, scalability, and lower capital investment that Oracle On Demand offers. But it also means understanding the customer's path to profitability and how Oracle solutions can support that.

3. Governance
It's the SDM's job to ensure Oracle On Demand is delivering at the service levels the customer requires. That means not only monitoring current levels but also staying ahead of the curve by planning for future growth and change.

4. Single Point of Contact
The SDM serves as a single point of contact, as well as an advocate, for On Demand customers. This extends beyond issues that specifically involve Oracle On Demand. SDMs also regularly help customers solve issues related to licensing issues, product development, enhancements, advanced customer support systems, and consulting.

5. Accountability
Customers regularly tell us that they feel like their SDM is actually a member of their extended organization. They are entrusting key business and IT processes to Oracle On Demand, and it is essential that there’s one person they can count on just as they would a member of their own organization.

Hutchinson discusses Oracle’s commitment to customers at the Oracle OpenWorld 2008 session “It's the Relationship That Matters: The Importance of Accountability,” Monday, September 22, at 11:30 a.m. at the Intercontinental Grand Ballroom A. See the entire roster of On Demand sessions or add Hutchinson’s session to your own personal OpenWorld session agenda.

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