# IT Infrastructure Monitoring and Support > IT Infrastructure Monitoring and Support is a managed service for monitoring network and server equipment, workstations, business software, services, and applications so administrators and IT service managers can track availability, performance, failures, and service indicators. The service includes developing a monitoring plan with the client, installing and configuring monitoring agents, setting up monitoring according to the approved plan, developing an SLA for support, and providing remote support according to that SLA. Canonical: https://o365hq.com/services/it-infrastructure-monitoring-support Provider: IT Partner LLC — US Microsoft partner since 2006. Book: https://o365hq.com/book **Price:** $9 per seat · **Duration:** 30 days · Fixed price, pay after approval. ## Overview IT infrastructure monitoring provides constant control and periodic analysis of IT components by collecting, storing, and analyzing information about the state of monitored systems. The monitoring system is intended to help administrators track network and server equipment, workstations, business software, services, and applications; identify availability and performance issues; and use reports and service indicators to support proactive problem analysis. During system creation, a catalog of IT services is formed, availability and quality indicators are determined, and dependencies between services and other components of the company information structure are identified. ## Success criteria - Reduce downtime of IT structure components - Increase the availability of software for business - Perform proactive problem analysis - Increase the productivity level of information resources usage ## Deliverables - Monitoring plan developed together with the client, including monitored devices, metrics, and their threshold values - Monitoring agents installed and configured - Device monitoring set up according to the accepted plan - SLA developed to provide support - Remote support provided according to SLA - IP network monitoring: building and displaying network topology; collection, subsequent processing, and display of problem reports - Network interfaces and devices performance monitoring: collecting statistics on loading and the number of errors; reporting and forecasts - Server performance monitoring: obtaining data on various performance parameters and creating graphic reports - Hardware failures monitoring: obtaining data on server hardware failures - Operating system failures monitoring: obtaining data on the operation of the OS using certain parameters - Programs and network services monitoring: obtaining data on the level of their availability and performance using monitoring agents - Program failures monitoring: collecting and displaying information about the operation of various applications using certain parameters - Application performance monitoring: monitoring of the execution time of various operations and application resources - Service monitoring: creating a service catalog and displaying data in the form of a hierarchically related structure - Resource management system portal: displaying data in a single web console - Reporting: creating a variety of IT infrastructure functioning reports ## Implementation plan 1. **Develop monitoring plan** — Develop the monitoring plan together with the client, determining the monitored devices, metrics, and their threshold values. 2. **Install and configure monitoring agents** — Deploy monitoring agents to the in-scope servers, workstations, and network devices and connect them to the monitoring system. 3. **Set up device monitoring** — Configure device monitoring, thresholds, and reporting according to the accepted plan and validate that data flows for every monitored component. 4. **Develop SLA** — Define the support SLA with the client, covering the covered services, response expectations, and escalation paths. 5. **Provide remote support** — Provide ongoing remote support according to the agreed SLA, using monitoring data for proactive problem analysis. ## Prerequisites - None. ## Responsibilities **IT Partner:** - Develop the monitoring plan together with the client, determine the monitored devices, metrics, and their threshold values - Install and configure monitoring agents - Set up device monitoring according to the accepted plan - Develop SLA to provide support - Provide remote support according to SLA **Client:** - Coordinate Client resources and staff schedules - Provide a dedicated point of contact responsible for working with IT Partner - Coordinate any outside vendor resources and schedules - Provide administrative access to information systems and devices that fall under the SLA - Participate in SLA development -- define services and support requirements - Review and approve engagement deliverables in a timely manner ## Not included - The implementation of new services or new functionality - Resolving issues with non-SLA services ## FAQ ### What is IT Infrastructure Monitoring and Support? IT Infrastructure Monitoring and Support is a managed service for monitoring network and server equipment, workstations, business software, services, and applications. It helps administrators and IT service managers track availability, performance, failures, and service indicators by collecting, storing, analyzing, and reporting on the state of monitored systems. ### What is included in the IT Infrastructure Monitoring and Support service? The service includes developing a monitoring plan with the client, installing and configuring monitoring agents, setting up monitoring according to the approved plan, developing an SLA for support, and providing remote support according to that SLA. It also covers monitoring for IP networks, network interfaces and devices, server performance, hardware and operating system failures, programs, network services, applications, service dependencies, portal-based visibility, and reporting. ### What business outcomes is IT Infrastructure Monitoring and Support intended to achieve? IT Infrastructure Monitoring and Support is intended to reduce downtime of IT infrastructure components, increase the availability of business software, support proactive problem analysis, and improve the productivity of information resource usage. These outcomes are supported by monitoring metrics, thresholds, reports, service indicators, and visibility into dependencies between IT services and infrastructure components. ### How long does the IT Infrastructure Monitoring and Support engagement take? The listed service period is 30 days, and the service is provided on a recurring basis. The initial setup schedule depends on client coordination, timely access to systems and devices, approval of deliverables, and the agreed monitoring and SLA scope. ### How is IT Infrastructure Monitoring and Support priced? IT Infrastructure Monitoring and Support is priced at $9 per seat per 30-day service period. Because the final scope depends on the monitored environment, devices, metrics, thresholds, and SLA requirements, commercial terms are confirmed in writing with IT Partner before the service begins. ### What types of systems and components can be monitored? IT Infrastructure Monitoring and Support can cover network and server equipment, workstations, business software, services, and applications. The service also includes monitoring for IP network topology, network interface load and errors, server performance, server hardware failures, operating system failures, program failures, application performance, and service-level views. ### Will IT Partner create reports for the monitored infrastructure? Yes, reporting is included in IT Infrastructure Monitoring and Support. The service provides a variety of IT infrastructure functioning reports, including graphical reports for server performance and reports or forecasts related to network interfaces and device performance. ### Will there be a single portal or console for monitoring data? Yes, the service includes a resource management system portal for displaying monitoring data in a single web console. This is intended to help administrators and IT service managers view monitored information centrally rather than reviewing each system separately. ### What is not included in IT Infrastructure Monitoring and Support? The service does not include implementation of new services or new functionality. It also does not include resolving issues with services that are outside the agreed SLA, so any non-SLA work should be confirmed separately with IT Partner. ### Are there any prerequisites for starting IT Infrastructure Monitoring and Support? The service lists no formal prerequisites. However, the client must provide administrative access to information systems and devices that fall under the SLA, coordinate staff and vendor schedules, assign a dedicated point of contact, participate in SLA development, and review deliverables in a timely manner. ### What are the client's responsibilities during the engagement? The client is responsible for coordinating internal resources and staff schedules, providing a dedicated point of contact, coordinating outside vendor resources where needed, and giving administrative access to systems and devices under the SLA. The client must also participate in SLA development by defining services and support requirements and review and approve engagement deliverables in a timely manner. ### Will the monitoring setup cause downtime or business disruption? No downtime window is required. Monitoring agents and checks are deployed alongside production workloads; anything with potential service impact is scheduled with your team first. --- Fixed-price engagement by IT Partner LLC. To scope it for your tenant, book a call with Mike (https://o365hq.com/book) or request a quote via the site's /api (see https://o365hq.com/openapi.json).