IT Infrastructure Monitoring and Support — Managed Availability & Performance Monitoring

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.

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.

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.

The stated duration for IT Infrastructure Monitoring and Support is 1 month. The actual schedule depends on client coordination, timely access to systems and devices, approval of deliverables, and the agreed monitoring and SLA scope.

IT Infrastructure Monitoring and Support is priced from $90 per seat. Because the service depends on the monitored environment, devices, metrics, thresholds, and SLA requirements, the final commercial terms should be confirmed with IT Partner before the engagement begins.

During the engagement, IT Partner develops a monitoring plan together with the client, identifies monitored devices, metrics, and threshold values, installs and configures monitoring agents, and sets up device monitoring according to the accepted plan. IT Partner also develops an SLA for support and provides remote support according to that SLA.

Yes, IT Infrastructure Monitoring and Support includes developing a monitoring plan together with the client. The plan defines the monitored devices, metrics, and threshold values so monitoring is configured against agreed operational requirements rather than generic assumptions.

Yes, the service includes installing and configuring monitoring agents. These agents are used to obtain data about the availability, performance, and operation of monitored programs, network services, applications, and other infrastructure components where applicable.

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.

Yes, the service includes IP network monitoring such as building and displaying network topology, collecting problem reports, processing them, and displaying results. It also includes network interface and device performance monitoring, including statistics on loading, errors, reporting, and forecasts.

Yes, IT Infrastructure Monitoring and Support includes server performance monitoring, hardware failure monitoring, and operating system failure monitoring. It obtains data on server performance parameters, server hardware failures, and operating system operation using defined parameters, then presents this information in reports or monitoring views.

Yes, the service includes monitoring programs, network services, program failures, application performance, and service-level structures. It can monitor availability, performance, operation parameters, execution time of application operations, application resources, and service dependencies through a service catalog.

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.

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.

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.

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.

IT Partner is responsible for developing the monitoring plan with the client, determining monitored devices, metrics, and thresholds, installing and configuring monitoring agents, setting up device monitoring according to the accepted plan, developing the SLA, and providing remote support according to the SLA. These responsibilities define the service scope and should guide expectations for delivery.

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.

The service description does not specify a required downtime window or guaranteed zero-disruption setup. Because monitoring agents may need to be installed and devices configured, any potential business impact should be reviewed during planning with IT Partner based on the actual systems, access method, and approved monitoring plan.

After monitoring is configured, IT Partner provides remote support according to the developed SLA. The monitored environment can then be tracked through configured metrics, thresholds, reports, service indicators, and portal views to support availability management and proactive problem analysis.