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Oracle has implemented automated service delivery, RapidSR, by integrating product telemetry, knowledgebase, health checks, support portal, and field services. Telemetry enters RapidSR through the customer support portal My Oracle Support (MOS) or directly from the product via Auto Service Request (ASR). RapidSR automatically analyzes the input, executes diagnostics, and recommends a solution. RapidSR then takes the recommended solution and applies business rules, customer personalization, history, and asset information to ensure the right technical solution is provided. Automation can result in the delivery of parts, people, patches, or knowledge to the customer. Customers benefit by receiving standard service responses in a timely manner. Oracle benefits by allowing technical resources to spend their time on more complex issues.
Sr Manager, Proactive Support, Global Systems Technology Service Center, Oracle Corporation
Publish Date: May 5, 2014
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