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Oficina de Cooperaci?n Universitaria (OCU) wanted to simplify and accelerate logging of IT support requests with Oracle for any of the 400 Oracle databases and applications hosted by OCU on 35 servers and automate the introduction of system configuration for all development environments (versions, licenses, patches, and other system and application features) to accelerate the case-opening process. The challenge was to make the case-opening process easier and enable users outside of the IT department to open cases, freeing the IT staff for other priority initiatives. OCU reduced by more than 50% the time required to open a case in MetaLink thanks to automatic system configuration and deployed Oracle Software Configuration Manager, a tool offered by Oracle Support, to help OCU simplify the event-opening process in Oracle MetaLink.
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