stevie award nomination – “innovation in customer service”
DESCRIPTION
Stevie Award Nomination – “Innovation in Customer Service”. Informatica. Global Lab Architecture. Customer Support Engineers. iServers (Server On-Demand). Hardware On-Demand. SpotLight. Storage On-Demand. Automation & Self-Service. Enterprise Monitoring. Support Tools. - PowerPoint PPT PresentationTRANSCRIPT
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Stevie Award Nomination – “Innovation in Customer Service”
Informatica
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Application Database
Global Lab Architecture
OS
iServers (Server
On-Demand)
Hardware On-Demand
SpotLightStorage
On-DemandAutomation & Self-Service
Enterprise Monitoring
Support Tools
Customer Support Engineers
Virtualization
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On-demand server installs (iServers)“Faster repro in few clicks & few minutes”
Input product version, bit mode, Database and OS
information to complete
environment setup in 5 minutes using On-Demand server
wizard
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Virtualized sandbox environment“Self-service & template based environment setup”
Self service interface where Engineers can instantiate
virtual servers with any of the pre-built templates in
seconds
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SpotLight“One stop application for all lab resources”
Demo
OS Space Usage
Engineer’s memory usage
Product installs in home dir
Engineer’s process in lab environment
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Customer Experience with Proactive Support (Support Console)
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Dev QA Stage Prod
RT Monitor Support Tools Agentless Rules Engine
CSM Collectors Error Check Proactive Alerts
ATLAS KBCSM
Firewall
HTTPS
• Exceptions
• Logs
• Proactive SRs
• Infa Rules
• Tools
• Product Alerts
Informatica Support Console
MonitorCapture
Diagnose
ISC
Customer
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Support Console“Proactive Real-Time Monitoring”
Servers monitored by
Support Console
Real-Time monitored data
on selected host
CPU Utilization
Memory
Disk Space
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Support Console“Integrated troubleshooting tools and Knowledge management”
Execute packaged tools on
selected host
Output of tool can be sent to
support instantly
KB Links to recent errors found in logs
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“Health check reports based on environment information collected”
Complete Environment Information
Best practices and Health check
recommendations generated by INFA
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