DisclaimerThis webinar may be recorded. This webinar presents a sampling of best practices and overviews, generalities, and some laws. This should not be used as legal advice. Itentive recognizes that there is not a “one size fits

all” solution for the ideas expressed in this webinar; we invite you to follow up directly with us for more personalized information as it pertains

to your specific practice and issues.

Thank you, and enjoy the webinar.

About Us

Our passion is to provide solutions for our healthcare provider partners which help them improve patient care, enhance the patient experience and maintain a financially healthy practice.

Since 2003 we have specialized in NextGen Healthcare services including:

• Consulting

• Hosting

• Customization

• And productivity tools such as ChartGuard® and RefundManager®

Upcoming Webinars:

3 part series:

Improving NextGen Efficiencies with Itentive Products and Services

• Today – iCare ServerHealth

• June 15th – Patient Portal Auto Enrollment

• June 22nd – Unapplied Utilities and Balance Control Scripting

iCare ServerHealth

Improving NextGen Efficiencies with Itentive Products and Services:

Introductions

Keith Justus

Director, Business Development

Chelsea Grover

Marketing Communications Coordinator

Improving NextGen Efficiencies with Itentive Products and Services:

iCare ServerHealth

Today’s Webinar

• What is iCare ServerHealth

• Why we built this solution

• How it works

Monitoring

Advanced Monitoring

Alerting

Remediation and Prevention

• Customization options

• Why practices choose Itentive

• What is your next step

• Questions

iCare ServerHealth

What is iCare ServerHealth?

iCare ServerHealth is a unique monitoring, alerting and remediation service crafted specifically to ensure the availability and performance of your NextGen Healthcare environment.

Why we built this solution

• We needed a solution for our hosted clients that understood more than basic Windows and Hardware monitoring – it needed to understand NextGen

• We wanted “actionable” alerts that mirrored performance or availability issues that impact end users of PM and EHR.

• We wanted to economize labor by automating remediation where possible

• We wanted to resolve issues BEFORE they impacted our users

Does any of this sound familiar?

• Online Document Processor not processing

• Communication Services not communicating

• Health Quality Measure not measuring

• Report Server not reporting

• Background Business Processor not backgrounding

• SQL Server not serving

• “Performance” issue

How it Works

• We install non-invasive “agents” on your servers. We use LabTech:

Server O/S Level (performance counters, services and queues)

SQL Server (performance counters, specific SQL functions)

Custom SQL Scripts (specific NextGen functions)

Custom Application Server Scripts (specific NextGen

functions)

• “Alerts” trigger communications or optional remediation

MonitoringWindows Monitors:

• Services, Processes, Performance Counters

• Memory Paging, Overutilization

• Processor Overutilization

• User Count, Terminal Server Load

• Storage Thresholds

• SQL Server Services

• Files and Directories

• Print Queues

• Scheduled Tasks

It goes without saying: Your server and network infrastructure is the backbone of your business. Interruptions are costly to productivity and dissatisfaction. IT departments are responsible for ensuring uptime and performance. It all starts at this layer.

Advanced Monitoring

NextGen Monitors:

• Audit Health – SQL Script to look at each database instance to see if any machines connecting to the databases are logging messages to the Advanced Audit database (Alert any exception)

• Communication Services/ERx – Script to look for any pending ERX Messages every 5 minutes (Alert if more than 15 Messages within the last 2 hours or pending longer than 15 minutes – script runs every 5 minutes)

• Fax Monitoring – Script looking for 10 consecutive faxes that are still pending or failed in transmission (runs every 15 minutes)

• HQM Monitoring – Script looking at the last recorded HQM result. Any status value other than a “9” returned an Alert is generated (runs once a day 7:00 AM in each respective time zone)

Advanced Monitoring

NextGen Monitors:

• ICS Scan Monitoring – Script looking for images registered

to the database between 1 and 7 days ago but not

uploaded generates an Alert (runs once a day)

• Interface Monitoring – Script looking for 10 or more orders

not processing successfully within the past hour or any

inbound failures in the last hour (runs hourly)

• OLDP Monitoring – Script looking at pending and failed

requests as well as requests no longer pending but not

complete either (runs every 10 minutes)

• Report Health Monitoring – Script looking for recent

updates to the Report Server (runs daily – weekend

exception)

Advanced Monitoring

Other NextGen Monitors:

• Windows Event Log – Using NGMon – Certain “Event IDs” tie to specific NextGen functions (6101-03, 6201-12)

• Background Business Processor – integrate the BBPs error messaging in to our ticketing system

• Template Cache – if cache is local, we copy it over then Monitor that it is successful

• Nightly/Weekly SQL jobs – Various Job status

• Pseudo Interfaces - upload/download scripts – FTP, WINSCP

• Custom Scripting (to meet your specific environment)

Alerting

• Notification via e-mail

• Escalation via e-mail

• Integration to our support ticketing system for remediation

• Extension of our ticketing system to your practice (optional license):

Alerts generate tickets for you, with easy escalation to Itentive ticketing system for higher tiered support

Custom Scripts

At Itentive, we understand some solutions

can’t be one-size-fits all, and that is why

iCare ServerHealth is completely

customizable to your practice needs

• Custom Monitors

• Custom Alerts and Escalation

• Custom Remediation

Remediation and Prevention

• Remediation

Existing Script Library for Auto Remediation

• At a minimum: any “service” set to automatic is auto-restarted

Custom Script for Auto Remediation

• Specific functions such as OLDP and Interfaces in development

Manual Remediation Assistance

• Windows Patch Management

Missed Patch

Apply Approved Patches

Apply Updates

• Reporting

Quarterly Server Statistics

Quarterly Server Health Report

Why practices choose Itentive• Not every practice has in-depth and knowledge with NextGen

“under the hood” and don’t know what to look for or monitor

• NG staff love the capabilities of auto-remediation with other custom scripts

• Practices just don’t want to deal with it – enough other things to worry about

• Tired of keeping up with changes in NextGen from a technology perspective

• Want confidence someone is watching this for us

• Tools are already custom built and industry standard software to monitor the environment for you

• We were the first group to host NextGen (EPM) in 1997

• Keeping your system up and performing is just as important to us as it is for you

What is your next step

• Email or call us and we can work with you to develop specific scripts for your environment (T&M)

OR

• You can “hand it over” to Itentive and let us manage it for you

• Simply priced per server (monthly) - Promotion

$30 per Terminal Server

$90 per Application Server

• Consider a relationship with Itentive to help you remediate (T&M or Retainer)

• Custom Script development (T&M)

Questions

• Keith Justus

Director Business Development

kjustus@Itentive.com

224-220-5551

• Chelsea Grover

Marketing Communications Coordinator

cgrover@itentive.com

224-220-5553

Thank you