Working Effectively with

Techincal Support Team

To Ensure Your Business Success

Agenda
Goal: To improve your working relationship
with technical Support

Working Effectively with Support

Q&A

Working Effectively with

Technical Support

Oracle Diagnostic Methodology

(ODM)
Problem / Solution Standard Approach to
problem solving

Issue clarification (Functional Consultant side)

Cause determination (Technical Consultant )
Cause Justification (Technical Consultant )
Proposed Solutions (Technical Consultant )
Solution action plan (Technical Consultant )
Solution testing QA (Functional Consultant)
Issue closing or reopen (Functional Consultant)

Provides a single consistent approach to

solving reported problems.

Oracle Diagnostic Methodology

(ODM)
Issue clarification (Functional Consultant side)
The functional should provide and explain all
explanations related to the issue he open a ticket with
supported that with all available screen shots and
documentations .
Use a collaborations methods to clarify and soft
handover the issue to the technical party .

Oracle Diagnostic Methodology

(ODM)
Cause determination (Technical Consultant )
The Technical Consultant should display and state in
a solid format the issue and where it coming from .

Oracle Diagnostic Methodology

(ODM)
Cause Justification (Technical Consultant )
The Technical Consultant should display and state in
a solid format the justification leaded to this issue and
explain in a technical updates why that happened with
the proper analysis based on the functionality .

Oracle Diagnostic Methodology

(ODM)
Proposed Solutions (Technical Consultant )
The Technical Consultant should display and state in
a solid format the solution and all modification he
going to be apply from his side to fix the issue .

Oracle Diagnostic Methodology

(ODM)
Solution action plan (Technical Consultant )
The Technical Consultant should supply the
deployment document in a proper sequential steps to
the needed activities required from customer to apply
the proposed fix after sharing the initial testing cases
with the same environment conditions .

Oracle Diagnostic Methodology

(ODM)
Solution testing QA (Functional Consultant)
The Functional Consultant should test /QA the fix and
to put all his concerns regarding to the results .

Oracle Diagnostic Methodology

(ODM)
Issue closing or reopen (Functional Consultant)
The Functional Consultant responsible for Close or
reopen the issue .

Benefits of ODM

QUESTIONS
ANSWERS