IT infrastructure monitoring systems are intended to control the performance of network and server equipment and business software. The monitoring program should control groups of objects, information about which is necessary for administrators.

The implementation of a complex IT monitoring system helps the enterprise to:

• 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

IT services monitoring systems are primarily focused on availability level indicators, as well as the quality of service delivery based on user ratings. During the process of system creation, a catalog of IT services is formed. The indicators of availability and quality level of each service and its dependence on other components of the company information structure are determined. The system monitors IT components and generates service performance indicators. IT systems monitoring is useful for system administrators, IT department heads, and IT service managers.

What is included in the complex monitoring system:

Network monitoring

• 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 and workstation monitoring

• Server performance monitoring -- obtaining data on various performance parameters, 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)

Service and application monitoring

• 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, displaying data in the form of a hierarchically related structure

Data provision

• Resource management system portal -- displaying data in a single web console
• Reporting -- creating a variety of IT infrastructure functioning reports

IT Partner responsibilities #

1. Develop the monitoring plan together with the client, determine the monitored devices, metrics, and their threshold values
2. Install and configure monitoring agents
3. Set up device monitoring according to the accepted plan
4. Develop SLA to provide support
5. Provide remote support according to SLA

Client responsibilities #

1. Coordinate Client resources and staff schedules
2. Provide a dedicated point of contact responsible for working with IT Partner
3. Coordinate any outside vendor resources and schedules
4. Provide administrative access to information systems and devices that fall under the SLA
5. Participate in SLA development -- define services and support requirements
6. Review and approve engagement deliverables in a timely manner

Additional cost items not provided by the project #

1. The implementation of new services or new functionality
2. Resolving issues with non-SLA services

Prerequisites #

None.