Oracle Cloud
Ray Hirte | TrustRadius Reviewer
November 15, 2018

Oracle Cloud

Score 7 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Oracle Service Cloud

We are planning on moving all our non-production environments to the cloud in 2019. Currently we are just experimenting with PeopleSoft PUM and demo databases. Since all of our environments are copies of prod we need to be comfortable with the security and how it works in the cloud before we will move any environments that has county data in it. We are ensuring the data connection and our firewall rules can be expanded to include our cloud environments and our security team feels it's a secure environment to be in. We are not making this journey alone we are getting an implementation partner to help us with the setup and setting up the roles for administering the cloud. We have a central network team that will need access to the environments to ensure that our firewall rules are enabled in the cloud.
  • Provisioning environments has been very easy for us, happening in a matter of minutes.
  • Backing up data from our demo environments has been easy and quick.
  • So far setting up admin roles for high level admins has been pretty easy.
  • Notifications for overages has been really easy
  • Setting up thresholds for environments to minimize overages
  • Getting our cloud rep from Oracle was a little challenging, they wanted us to set up the cloud quickly so they could get paid then it was a little more difficult to get help. Granted we are not currently a big player in the cloud game with only a spend of $150K for this year.
  • Email
  • Telephony
We are not currently using very many channels for our customer service and support. We still have a help desk that answers all the calls. We anticipate this will help us and we want to implement chatbots to help us with employee self service across the organization.
We have not explored this benefit yet as we are still trying to get our hands around the cloud environment and how we can leverage it. As stated in the last question we anticipate being able to use chatbots across our organization to help with knowledge management across all our applications. The employee should be unaware of what system is being asked. One of our main challenges to this is that our organization is Microsoft first and the chatbot engine will most likely be Microsoft and this will make it a little more difficult to use Oracle developed logic.
  • We have an internal chargeback for servers and we anticipate that the cloud will save us some money or be cost neutral for us.
  • We plan to see a reduction in the need for data center staff and server provisioning as we move more environments to the cloud.
  • We are now responsible for our own destiny with the ability to ramp up and down our servers based on need. We can also monitor our costs more closely with the metered service and turn off the environments when we are not using them.
We haven't looked at any other products because the bring your own licenses to other cloud services is cost prohibitive. However we are positioning ourselves where we could use Azure for our Windows servers, AWS for our Linux, and Oracle for our DB services. We have been looking at Equinix as an intermediary solution between the cloud services.
Yes - I am a member of the Higher Education User Group HEUG, Quest International User Group and Upper Midwest Regional User Group.

We have leveraged these groups for a lot of our applications and hardware. We have staff who are on the planning committee for UMRUG. This membership has made for a lot of networking opportunities in our area. We regularly exchange information on different products with Wells Fargo, Securion and the University of Minnesota along with others. We also present at these groups on a regular basis and some of our staff are well known in the PeopleSoft arena.
We are not comfortable with the cloud for our production environment until we are able to see consistent results with performance. We believe it will be a good DR/BC site when we are able to move our non-prod. environments to the cloud. We are excited to see if the provisioning will work as advertised when we need to add servers for performance and then remove them.

Oracle Service Cloud Feature Ratings

Organize and prioritize service tickets
7
Expert directory
Not Rated
Subscription-based notifications
8
ITSM collaboration and documentation
Not Rated
Ticket creation and submission
8
Ticket response
7
External knowledge base
7
Internal knowledge base
7
Customer portal
Not Rated
IVR
Not Rated
Social integration
Not Rated
Email support
8
Help Desk CRM integration
8