Better Process.
Better Management.
Better Results.
How InformIT Works: A Better Process
Better IT support results via a better technology management process
Okay, so InformIT managed services work by magic, right? No, not at all. InformIT takes a new approach to IT support. Rather than waiting until your Exchange server or network crashes before jumping into action, InformIT defines a systematic process that our experienced team of professional engineers follow. It involves our use of remote network monitoring software, an automated professional services infrastructure, and management processes which facilitate proactive preventative maintenance for our clients. The InformIT process lets us go beyond "technology support" to "technology management". So what's the process?
Infrastructure Assessment: A health check for your current technology
Just like you’d get a physical before starting to train for a marathon, we start InformIT with an assessment of your current technology setup. We look at everything from the configuration of your network to the reliability of your current equipment, as well as your existing processes like antivirus updates, etc. If there are any existing problems lurking in your environment, we want to identify them on day one so that we can prevent the problem before it becomes a crisis. Also during this process, we document your environment so that we know everything about your setup should a problem occur in the future.
Remediation: Take care of 'known problems' right up front
The goal of InformIT is to provide you with better technology results, which means more uptime and better reliability. If we found a problem during the Infrastructure Assessment, our next step is to work with you to fix the problem. We'll define the action steps that need to be taken at a very detailed level, then work with you and your team to address the issues.
Remote Monitoring: Automated alerts and 24x7 knowledge of your status
Our next step is to implement our remote monitoring technology in your environment. This allows us to know the status of your server, network, routers, etc. 24x7. We define conditions when we need to be automatically alerted (for example: If the temperature of your server exceeds a specified amount, our InformIT engineering team is automatically sent an alert to investigate the problem). These alerts not only let us know very early that an issue is developing, but also provides us background information about what else may be happening in your environment, which helps us know the 'root cause' of the problem much faster than traditional methods.
Engineering: Expert professionals armed with background info about the problem
When an InformIT alert is delivered to our engineering team, they know what issue triggered the alert, and as an InformIT client, they also have detailed documentation about your environment. In the case of a server overheating, they may contact your facilities manager to see if the room that your server sits in perhaps has an air conditioning failure. In the case of an outage, they initiate the process to get you back up and running.
Proactive Preventative Maintenance: Prevent future problems
A key component in the InformIT process is to proactively do preventative maintenance. Our InformIT engineering team accesses your server remotely on a scheduled basis and performs our standardized checklist of preventative maintenance activities. They also review the general health of the server, verify patch levels for both the OS and antivirus, and do other activities that will help prevent unanticipated problems in the future.