Challenge: effectively informing users about a short-notice security patch in a hospital IT system
Hospitals run 24 hours a day. Many healthcare organisations also have extremely heterogeneous IT environments, each of which will have several hundred applications in use. This means that when an urgent security patch is being installed, it is vital that the affected users be informed effectively.
Solution: IBI-aws selection criteria
IBI-aws works as an independent communication channel. As well as sending a pre-warning to the user group, you can use the IBI-aws selection criteria to directly and accurately inform each user who intends to use the hospital information system during the patching. Doing so will reduce call volumes for the service desk, and help users plan their activities sensibly.
pdf "Sicherheitspatch KIS Spital" als Download
Challenge: accurately informing users that their mailboxes are offline
You will have seen it before: Whenever there is a disruption to email services, users react particularly sensitively, because a lot of them rely on email for their day-to-day work. How do you react at the service desk if this means of communication is no longer available? You would normally expect to receive a lot of calls and tickets – but not with IBI-aws!
Solution in 3 steps: IBI-aws selection criteria
IBI-aws acts as an independent communication channel. Using selection criteria, you can pass accurate information to users who are currently using the mail application and whose mailboxes are affected. This is done by restricting the notification to the “homeMDB” directory service attribute.
pdf "Email server is offline" as Download
Challenge: stopping the use of an application during updates
It is a common service desk problem: IT is planning a key software update for an application, and despite being notified accordingly in advance, users are still opening the application. The worst-case scenario is that when the update is supposed to take place, it is prevented by people accessing the application.
IBI-aws solution: accurately inform users and end active sessions
With IBI-aws, you can accurately inform the users concerned (unlike with a mass email) and therefore generate greater awareness of your update. It is also possible to prevent users from starting the app, and end any active sessions.
pdf "Prevent start and use of an application" as Download
Challenge: effectively informing users about maintenance work on the web application
A typical service desk problem: There is some planned maintenance work on a web application (a time tracking app, for example), and despite having notified users accordingly via email and the intranet, the service desk is flooded with calls once the maintenance starts, greatly reducing service desk availability.
The reason is clear: Messages from the service desk sent via email and the intranet are often forgotten, ignored or not read. How do we effectively pre-warn users and inform them again directly, ideally during the maintenance, once they open the application that is being worked on?
IBI-aws solution (see the time tracking app example)
Create an application-specific notification for the time tracking application and formulate an according pre-warning.
pdf "Maintenance work in the web portal" as Download