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the Unified Perspective over Packaged Applications


  • AutoMagic

  • Check Siebel repository via REST directly in e-Tools

    Check Siebel repository via REST directly in e-Tools


    In the last months we have been extending e-Tools with new features that exploit the innovations introduced by the Siebel development team. One of the most interesting innovations presented in IP2016 is the REST interface. As described in the bookshelf, REST (Representational State Transfer) is a software architecture style that provides a convenient and consistent approach to requesting and modifying data. In the Siebel CRM RESTful system, resources are stored on the Siebel Server.

    e-Tools, the unique CASE tool for Oracle Siebel, supports any Siebel version, generating visual artefacts that are used for all the phases of a Siebel implementation project - from requirements to solution design.

    e-Tools now includes a new REST interface to communicate with your Siebel Server in order to get the information you need to check in the Repository or - if you activated the new IP2016 feature - in any Workspace you might want to use. In the following video we present the new window embedding the client to get any data from your Siebel repository. By doing so you will be able - for example - to compare the values of a specific object with the ones of a previous version modelled in e-Tools.



    This new feature - as the ones that use the new generation Siebel IP2016 UPT framework - is included for all existing e-Tools customers as any other new feature that we constantly release.  Remember, you can still use e-Tools in all your project's phases with ANY Siebel version  - but you will be able to exploit also these innovations, like querying the repository via REST, once you upgrade to latest Siebel releases.

    NOTE - in order to get data related to Workflows you need to get IP2016 Patch Set 3; thanks to Chandan DasGupta from the Oracle Siebel team for the information.

  • e-Tools

    e-Tools supports Oracle Siebel CRM (Oracle CX) life-cycle with automated visual analysis
  • e-Tools: an overview

    e Tools small

    A Unified Perspective over Oracle Siebel CRM


    A magnifier lense over your customized application

    Years of customizations have transformed the Siebel packaged application in a maze: it is difficult to understand and manage. Which requirement triggered a specific customization? What is impacted by a script? Which customization triggers that unexpected behaviour? These are all common questions when working on Siebel projects. Moreover, the documentation is often either missing or not updated, thus customizations that happened some implementation cycles ago are incomprehensible.

    e-Tools provides a visual “map” of your application, facilitating comprehension. It uncovers the existing customizations, presents them in easy-to-understand visual models and documents everything in one click. This makes it easier to understand what is causing performance issues, where the bottlenecks are, which objects or processes are impacted by modifying an existing object, etc.

    When using e-Tools, a knowledge repository is created, containing the relation among requirements, design and the real implementation - all done automatically! With one thread to follow, it is easier to find the why of a customization, understand what triggered a design decision, find the right person to discuss the issues with, and improve one company's control over its Siebel CRM application.

    Rapid Requirements Generation 

    Thanks to a closer collaboration with the original Oracle Siebel Development team, e-Tools features the automatic generation of Use Case scenarios starting from Siebel IP2014+. This technology is based on machine learning techinques and represents a revolution similar to the introduction of 90's Packaged Applications vs. greenfield development - you don't need to write requirements from scratch - start from the real use cases that are already implemented in your Siebel solution, analyze them and customize to rapidly offer a business solution. Easily document everything in HTML and share it in your company.

    Automatic Visual Design Best practices

    e-Tools empowers the Siebel team members with automated analysis brought on easy to understand visual models, uncovering all the employed solution designs. From the as-is visual models, new designs are easily drawn, alternative solutions assessed based on implementation impact and risks. Moreover, e-Tools guides the technical experts in using Siebel best-practices. As a result, the Siebel application is more agile, easy-to-manage and to upgrade.

    Business Process Extraction

    Siebel BPE extracts the real case business processes from the application usage. It allows you to build your own, customized Business Process Library to be used inside your organization. Applying amachine learning approaches, e-Tools interprets the usage data and builds a business friendly visual representation. Technical details are smoothed out and the models are re-usable throughout the entire application life-cycle - from business requirements to solution design, testing and training.


    Visually analyze your application starting form the User Interface cutting typical third-party support high costs and timelines. With e-Tools you always have a Siebel expert on your side, guiding you through issue discovery, indicating potential pitfalls. All this real-time, every time you need it, with no delay.

    Starting IP2014+ you can also support your users without the need to replicate the reported error - direclty support by analyzing the real-case process: identify the reported point, start the visual analysis to identify the reason of the issue and find the solution


    All these features allow you and your Siebel implementation to gain:


    Have you noticed how organizational tasks and documents revert around the same knowledge? With e-Tools you leverage the materials and knowledge already created to support various perspectives over the Siebel application. You need to create training on the new application features? Identify the latest implemented requirements, use the delta analysis, get automated documentation for all! You need documentation for change management, quality assurance, etc? Use e-Tools automated visual html documentation, easy to share via the intranet or as requested by your company’s policies.

    This means no more time lost in re-writing, while you make the most of the knowledge already available.

    Knowledge management

    Working with e-Tools means that the entire team’s knowledge is saved in the meta-repository. Requirements, designs, existing customizations, are set side by side and related with one thread. Are you wondering which requirement triggered a customization? Check it in e-Tools meta-repository and, in the process, find out the business context (use cases/business story, processes, domain knowledge) and the design decision background (pre-existing application architecture and customizations, alternative design solutions, risk and impact notes).

    Do more with less: reduce workload and increase productivity

    Automation takes off pressure from the team as it reduces workload. Consider that just documentation creation, update and management takes up to 80% of project time. By automating documentation production, the team is empowered to focus on the other issues at hand, support the business and identify better design solutions.

    Analysing and understanding the existing application is assessed to take 40% of architects’ time and 20% of developers time. Automating it with e-Tools supports them in getting the right information straight away. Less time is spent on navigating the Siebel application, more time is spent on developing best-in-class solutions that keep business going.

    Communication & collaboration

    Did you know that project misunderstandings and miscommunication can cause missed deadlines, expensive re-work and frustrated clients? What tools are available to tackle this issues? e-Tools’s intuitive visual models form a communication canvas, reducing misunderstandings. The entire Siebel team references e-Tools to grasp what the application is and how it behaves. Using the visual models to engage with all stakeholders means everyone on the project is aligned and can take the necessary informed decisions. How would your organization benefit from having business and IT aligned? More agility and improved customer management mean increased market competitiveness.

    Find out what e-Tools can do for you: contact us now for dedicated case studies.

  • e-Up

    e-Up Unified Perspective is Oracle Gold Partner: we are dedicated to improve the IT work with a special focus on Oracle Siebel CRM, Oracle CX, Open UI
  • How to own your corporate CRM Business processes

    SiebelProcesses6 3


    Next September will be full of events and innovations for all the Oracle Siebel customers out there. On the 5th and 6th of the month, an innovative Siebel Roadshow will take place in Utrecht, the Netherlands. Differently from the other events of this kind that took place this year, both in Europe and the United States, this will be a 2 days workshop that will offer the possibility to not only know the latest news in the Siebel ecosystem but also to experience first-hand real-case customer scenarios and new product demos; e-Up will also participate as speaker.

    Additionally, from the 18th to the 22nd of September, the yearly Oracle Open World will take place in San Francisco and the future of Siebel will be revealed, together with all innovations that will revolutionize the way customers perceive a CRM application.

    Two years ago we @ e-Up set out with an ambition to innovate the way CRM Packaged Applications are implemented and supported. We decided to start focusing on Siebel because we strongly believe not only it represents the first point of reference for the entire CRM enterprise landscape but also because its data model is still the richest and most flexible you can find out there, no matter if you are on the Cloud or on-Premise. While companies like are just recently focusing on verticals to offer ad-hoc support for enterprises in different business contexts (e.g. pharmaceutical, telco, finance, etc.) Siebel has done this since its early days, bringing on the market the most complete set of digital working processes.

    There has been a time, in fact, when the focus of CRM implementations to support the corporate strategy was over the processes that are embedded within, not the technology itself. This because, despite the aid provided by CRM software, the core business is always about the customers and how to engage with them in the best possible way - not just to sell, but to establish a frank and loyal communication channel. In this sense, as we used to say “CRM is not about the software”, today we can say that CRM is also not about the Cloud or the way the services offered by an application are consumed.

    No matter what other vendors say, much of the “magic” behind a great corporate Customer Relationship Management strategy relies on the preparation of the workforce, their attitude and their actual job on-the-field. Only by “listening” to the corporate workforce and their daily activities we can help companies achieve their best potential.

    The digital transformation corporations aspire to requires supporting tools that are based on what we call Pro-Active intelligence, being able to learn and evolve with agility together with the business itself. The combination of e-Tools and the latest Siebel versions achieves this, offering Siebel customers the possibility to finally unlock their Siebel data and analyse it to derive new insights, extend and modify their business processes in an easy visual approach.

    Last year I decided to focus e-Up on a closer collaboration with the Oracle Siebel development team as I was sure this would have brought the best innovations for all CRM customers out there.

    In the last weeks the Siebel IP 2016 saw the light - even on the Oracle Cloud - and at the same time we launched e-Tools 2016, bringing both technical innovations andintelligent support, so that both business and technical users are empowered with built-in insights and intelligence within the business applications they’re working with on a daily basis.

    With the latest innovations, we broke down the barriers between productivity, collaboration and business processes, creating a new customer centric model aligned to each every-day role of the workforce, so that a real customer support can be offered to all users of Siebel-based business applications.

    • Imagine an application that can offer you a customized Business Process Library of your specific CRM implementation - Because your company's CRM implementation is different from the others' - your business approach is unique;
    • Imagine the possibility to measure the CRM application Performance - check how long the application takes to execute the steps of your business and functional processes embedded in your CRM Packaged application;
    • Imagine an application that enables Business Process Improvement (BPI) by an automatic Visual analysis of the specific usage your users do of the application, how much time they need to execute some steps of the functional processes and how to improve the way your users work with their CRM system;
    • Imagine the possibility to support and be supported without the need to repeat all the single steps that were executed to arrive at that system error that does not allow you to proceed with your work activity as expected, impacting a worker's overall performance;
    • Imagine the possibility to automatically generate business-friendly Test Cases as the foundation for your Siebel test strategy;
    • Imagine the possibility to stop reinventing the wheel – as Siebel gives you a canvas of best practices in each industrial domain, e-Tools gives you the possibility to generate the hidden functional and technical blueprint that is behind your Siebel-based application, no matter how old it is.
    • … and Imagine a world where you can do all the above without having to write a line of code.

    Now you can - not only imagine it, but execute it. All this has become a reality thanks to the above mentioned conjunct effort of latest innovations introduced by the Oracle Siebel development team and the new digital approach to support CRM implementation projects represented by e-Tools.

    This means that the gap between the Functional side of a CRM implementation and the Technical solution design is now completely closed by automatically generated visual artefacts - no need for a single line of code.

    Differently from the "No Software" slogan...

    ...we use Software so that business can achieve agility and IT does not need to code

    The motivating force behind this is to empower our customers to make things and make things happen in a simple and intuitive way. Together with Oracle we are offering customers to finally own their CRM/CX business without writing a line of code, really.

    We @ e-Up and the Siebel team wait for you to show you what the next generation of CRM Business Processes and Automation looks like.

    See you in Utrecht and San Francisco

  • Nine steps to Siebel DIY support

    Nine Steps to Siebel DIY Support


    We already discussed about the reasons why many users complain about Siebel CRM applications in another article. In many Oracle Siebel projects a helping hand in understanding and solving application issues is very welcome. This often means relying on third-party support to provide guidance. But expert service comes at a cost: having someone supporting you 24/7 is not cheap and if the support is not handled the right way... you risk to lose control over your application for good!

     Here are 9 steps to guide you to Siebel DIY support

    1. When relevant, start with analysing the Application UI - When we face Siebel customization issues, the complaint often starts at a UI level. Since the introduction of Open UI, some quite nasty things can be done, often not following Siebel customization best practices. For this reason it's important to immediately identify at a Siebel components level which Javascript and CSS files are involved, even before using your browser Devtools to inspect the html source. This because Siebel is not just a website, but a Packaged application with a complex infrastructure that lays behind the GUI - so it goes far beyond the 3 layers of web development!


  • Oracle Siebel roadshow

    Oracle Siebel roadshow

    (London, 12th of May 2016)


    e-Up was excited to be part of the Oracle Siebel CRM road-show in London this week. The Oracle Siebel team introduced IP2016 innovations and future vision to a selected group of partners and customers. The road-show is going to take place in other key locations around the globe, so if you are interested in attending, get in touch with your Oracle contact.
  • Pro-Active Siebel Support

    Pro-Active role-based support for Siebel


    Welcome a new Support generation - Visual machine learning at your service 

    Standard support associated to your maintenance contract for Siebel has reached a very low-level in quality.

    Specialized support implies high costs and can lengthen the timelines due to response times and possibly losing control over your application. 

    What if you had a Siebel expert always on your side, guiding you through issues discovery, indicating potential pitfalls, visuallizing alternative OOB design, reminding you wich requirements or which business processes are involved in a technical feature? 

    What if all all this was real-time, 24/7, with no delay... and all automatically documented? e-Tools is your expert ally with automated Visual analysis based on Siebel design best-practices, extracted Business Processes, automatically generated Use Case scenarios. It is available any time you need it and it is always ready to tackle the issue together with you. No waiting time, no extra costs for premium service, no need to handle external access to your applications and data.

    e-Tools makes all this come true

     SiebelPro ActiveSupport


    When you receive a ticket - from a normal Siebel user or during a Test Phase, e-Tools can track the point where the error happened in a Visual flow 

    Once identified the issue, make use of e-Tools automatic Visual analysis to infer both the requirement (thanks to machine-learning) and the existing design and bring on root-cause analysis.

    Once found the cause, developers and designers can work on a solution by visual prototyping.

    document everything with a click!



    Make your business users happy with e-Tools and its AI-based support


    Make the most out of your Siebel investment and be Oracle compliant by following Visual design best-practices.


    Increase agility: bridgethe gap between the business side of your company and your Siebel application.


    Support any Siebel version:  use e-Tools continuously towards the life of your CRM application - we will release innovations together with Oracle in SaaS mode.


    Unmatched 24/7 embedded Siebel expertise - e-Tools holds best practices embedded in it’s automatic analysis, this facilitates keeping the team on the right technical track and supports solving old problems and defining new solutions.


    Maintain all knowledge internally - Create and own your "how-to" library and share it across the organization in html format - once modelled in e-Tools, processes, designs and legacy documentation can be shared on your intranet using already available resources for indexing and categorizing knowledge.


     Contact up to find out how you could implement your Siebel support with a simple, light, monthly fee. 

  • Siebel #Visuanalysis

    Siebel #Visuanalysis 

    Visual + Analysis = Visuanalysis


    What is #visuanalysis?

    #Visuanalysis is the approach of creating visual models with the purpose of analysis in order to facilitate knowledge sharing, problem solving and solution definition. The models reference all aspects of an implementation project, from requirements to core technical solutions. Everything is covered: from the existing application to new developments, from the issues and bugs to the related impacted business requirements.

    Have you ever relied on a whiteboard to better understand something or to facilitate communicating a problem or solution to your team? e-Tools does just that with its #visuanalysis: it automatically models the situation so that you can start working on the solution quicker and share the as-is status with all stakeholders. By this, it becomes the intelligent whiteboard for the Siebel implementation, providing the canvas on which to build the next developments.

    Do we really need help in understanding Siebel?

    Siebel applications have been actively used in business contexts since 2 decades. If it is a customized application, after years of developments it can look very different from the vanila version: Siebel often becomes a maze that the team find difficult to navigate. The #visuanalysis feature of e-Tools uncovers the map of that maze and provides the team with navigation aids that will help you achieve the business architecture you need.

    A new Siebel development is a big undertaking. Siebel has so many features and possibilities that is hard for anyone to know them all. The #visuanalysis is helpful in uncovering features and supporting business requirement - technical implementation matching.

    You can even start from an existing application View and obtain its architecture and dynamic behaviour. The #visuanalysis model maps all the possible dynamic automations (e.g. Workflows, Business Services, run-time events, scripts, etc.) offering you inspiration for the next feature design.

    Siebel #visuanalysis

    Why visual?

    Because visual information is processed 600,000 times faster than text, it is language independent (thus reduces misunderstandings) and simplifies the overview in a glance, so that all stakeholders can be aligned on the current application status.

    The brain was not created to process text, but rather to feast on the visual cues and elaborate them swiftly. Why not take advantage of this and improve the way you work in your project?

    Start by understanding the user and business requirements and modeling them in visual format (use the Use Case Analysis and the Process Analysis). e-Tools helps you by allowing an easy way to navigate from the requirements model to the precise application view that you need. Going back and forth helps the end-users depict the context and the process of the requirement.

    Add more context for the development by using the Domain model. It supports you in describing categories, affinities and associations, data definitions and dictionaries, etc.

    Understand the existing application by automatically extracting its visual models. Once the visuanalysis is complete, you can create new solution designs or alternative development proposals on top of it.

    Research shows that Siebel architects spend the majority of their time grasping the application in order to formulate new solutions. Business analysts, developers, testers and support engineers need to do the same. But every stakeholder does this in her/his mind, translating afterwards in documentation that has no meaning for the others and therefore is not rellay interchangeable.

    e-Tools helps all stakeholders translating the ideas in visual models and automating the analysis. This reduces the workload, improves efficacy and efficiency.

    What is automated #visuanalysis?

    Automated #visuanalysis is the automated process of creating visual models of the design of the application, its functional processes and usage scenarios. The models are inferred from the application itself to facilitate a better understanding.

    e-Tools is unique as CASE tool because it automatically understands the Siebel application and it depicts it in simple visual models for all the project stakeholders.

  • Unified Perspective Methodology

    Siebel dedicated methodology: 

    a Unified Perspective


    Is your Siebel implementation agile enough?

    Packaged applications, like Siebel, were meant to be agile, quick-to-implement and close to what the business requires from a corporate CRM. Unfortunately, wrong implementation practices have rendered them difficult and sluggish, very hard to maintain. A new trend, the Cloud, promises to make implementations easier, but the reality is that cloud simplifies deployment, upgrade and administration - while it does not offer an answer to the customization process, often complicating it with the return to custom code development. This actually amplifies the distance between business and IT.


    Align Siebel CRM to your corporate strategy 

    business & IT


    Employ the right approach to your implementation to get your Siebel business agile and aligned to your corporate strategy!

    Based on decades of Siebel projects’ experience and academic research, e-Up has distiled the best-practices for Oracle Siebel implementations in a simple yet effective methodology: a Unified Perspective methodology.

    Thanks to its visual approach, the methodology helps you construct a comprehensive perspective over your application, both functionally and technically. This means that both the Siebel team and the business have 100% control over what is available out-of-the-box, the existing customizations supporting the corporate business requirements, solution designs, issues - with all the knowledge surrounding your Siebel environment stored in one place, the e-Tools meta-repository, securely stored on your premises. 

    e-Tools methodology is different from what you have experienced in the market so far! Every single approach tells you what to do, but only e-Up provides the comprehensive toolset to help you implement it. Having a methodology embedded in the tools you use makes the difference: e-Tools practices what it preaches. By simply using it, the Siebel team will be aligned with the business, achieving quicker implementations that deliver a CRM application that actually represents the corporate strategy.

    Do we need to give up our methodology and start all over again?

    NO. The unified perspective methodology guides your approach to handling Siebel, independently fromthe project management methodology you are employing. It provides the map to tackle and handle Siebel so that it answers your specific business requirements.

    The UP methodology can start from either your customized application and help you build on top of that (bottom-up approach), or start from the existing requirements and support you during the design process (top-down approach). This is why it is highly flexible and can be adopted in any moment of your project to bring in the desired results.

    In fact, all the visual artefacts - from business requirements to application solution design - can be interconnected, thus filling the gap between the functional and technical sides of a Siebel implementation and providing a common tool for your team's communication.

    You don't need to do anything on your side, just use e-Tools and you will be on the right track with a correct approach to requirement and process modelling, technical solutions design, team collaboration and project documentation.

    Why do we need a Siebel specific methodology?

    Siebel is the CRM enterprise packaged application by excellence. Packaged applications provide the advantage of having several features out-of-the-box, speeding up the implementation in comparison with custom greenfield development.

    The characteristic of a good packaged application, such as Siebel, is that it can be further configured and extended to meet any client needs. Unfortunately too often this has transalted into Siebel customizations over the top. They disregarded existing features and implemented "external" solutions, forcing the application behaviour. This resulted in heavy Siebel applications, hated by their users.

    When implementing Siebel the right way, making the most of what is already there, using the customization mechanisms as they should be used, Siebel is more agile!

    By using e-Tools your team automatically employes the methodology, thus applying best practices on all the projects phases and reusing the exact core Siebel elements that compose your corporate CRM application!

    This is what the Unified Perspective offers.

    Contact us to learn more about the Unified Perspective methodology.

    The e-Up Methodology’s core principles are:

    - Siebel specific - it is dedicated to Siebel and its specific handling, thus make use of the Siebel core objects of your application.

    - Visual - Why Visual? Because visual information is processed 600,000 times faster than text, it is language independent (thus reduces misunderstandings), simplifies the overview so that all stakeholders can be aligned on the situation.

    - Automation - Why spend time on repetitive tasks? Navigating and searching for information to construct an analysis? Automation reduces repetitive tasks and provides more time for bugs identification or creative solution finding.

    - Reusability - Have you noticed how documentation tends to be repetitive? Are you sure your requirements are reflected in the design and testing documentation? Training materials are built based on requirements specifications and process design? What if, once modelled, you could reuse the knowledge in different formats? This reduces workloads and streamlines work in the Siebel project, so that more is done with less.

    - Communication and collaboration - Did you know that the main pain points for a project delivery are misunderstandings? Clear up the air and have everyone on the same page, by employing visual representations and one knowledge repository referenced by all.

    - Agility - do it right so that the implementation work and the application itself are agile!

    - Real support - e-Tools sustains the methodology in every step and was built in respect of the above principles.


    Many Siebel professionals are becoming e-Up certified to demonstrate their skills and abilities. Would you want to be an innovative and recognized Siebel professional? Start your certification process, contact us!

  • what is e-Tools

    e Tools small

    Increase team efficiency, productivity and collaboration in Oracle Siebel

    e-Tools in a nutshell

    e-Tools is the unique Siebel dedicated CASE tool. It supports the entire implementation life-cycle, from understanding the customized application and requirements gathering and modeling, through solution design, up to testing, support and training. e-Tools is based on a role-based visual approach: it translates Siebel in visual models, for both the technical side (Design of the application) and the functional one (Use Cases scenarios and Business Processes). The customized application models form the basis for:


    understanding the current Siebel architecture and behaviour;

    automatically infere visual Use Cases with the Rapid Requirements Generation technology (available on IP2014+);

    Elicit, model and customize Business Requirements;

    Visually design and assess solutions and alternatives based on best practices;

    identify bugs, pitfalls and issues’ causes and how to solve them;

    create application training and documentation;

    extract Business Processes for an ad-hoc Business Blueprint (available on IP2014+)

    Test Cases automatic generation (available on IP2014+)

    Process Improvement and application performance analysis


    While working with e-Tools, a knowledge repository of your Siebel application and implementation is built behind the scenes. Requirements, designs, test scenarios, issues and bugs and their solutions, functional processes... everything is interrelated so that you can keep track of what is going on. Automation and innovation meet to facilitate analysis and management.

    Moreover, e-Tools introduces innovative support for working with Open UI such as the dedicated editor (with intelisense), rapid prototyping and live script testing.

  add text


    Why is e-Tools different from any support tool you might be familiar with? It is special because it is not just a tool: the Siebel-dedicated methodology is embedded in e-Tools, guiding your strategy throughout the project. Automation and visuanalysis, based on condensed knowledge from decades of Siebel implementation projects, support the team to speed up and make more agile the development process by reducing workload.

    Find out more about e-Tools, but if you want to find out what it can do for you, contact us for a dedicated case-study.

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