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Stevie Award Nomination – “Innovation in Customer Service”

Informatica

2

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

3

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

4

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

5

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

6

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

8

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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