iNFORM

Introducing iNFORM

The iNFORM management centre provides 24-hour, proactive monitoring of many aspects of the systems installed on customer sites. It is being driven in recognition of the need to increase customer service quality and improve the user experience.

How iNFORM works
According to the configuration set for the particular environment, event information is gathered from hardware platforms, operating systems, databases and applications. This information is sent to a systems command centre where it is decoded and translated into a real-time view of the working environment.

If an issue should arise, such as a database growing beyond a given threshold, an event will report the issue. That event will then be visible by both iSOFT support personnel, via this website and the customer's IT department. An issue log will automatically be raised on i.ASSIST, iSOFT's issue management system, for iSOFT customer service staff to action and resolve. This could mean the first that you hear of the problem is when iSOFT contacts you to inform you about its resolution.

Issue Assessment
Issue Assessment is a function of the iNFORM Contact Centre as part of the process for improving the service provided by iSOFT. Any issues raised on i.ASSIST (either automatically, online, or via a call to the iNFORM Contact Centre) will be assessed and dealt with quickly by the most appropriate team necessary to give an optimum turnaround time.

What iNFORM means for iSOFT customers

proactive 24 x 7 monitoring of the iSOFT environment
better visibility of the overall health of the systems
better problem diagnosis
no missed critical events that often lead to problems
less system downtime
improved lines of communication with iSOFT