Monitoring and supervision of IT infrastructure
Provision of proactive monitoring and supervision of active elements of network infrastructure. The service consists of monitoring of defined solutions and the subsequent management of the incident management process. Their aim is to diagnose operational instability and incidents on the individual components of the solution. The service includes the provision of suitable infrastructure (software and hardware equipment, installation work and its use for subsequent administration of customer infrastructure). The service is provided for the contracted period (Service Times).
Detailed description and specification:
- the service covers LAN and WAN infrastructure, servers, services running on the individual servers and individual applications in the context of customer communication infrastructure,
- there is a reaction to an error message in the case of a deviation from the standard state for more than 3 minutes from the incidence of the event or requirement of a user for the initiation of diagnostics,
- initiation of activity for the elimination of an incident, coordination of all supplier services (including external suppliers) and ongoing informing of a customer about the state of an incident is managed according to pre-agreed escalation procedures,
- maintenance of documentation includes the adjustment of descriptions of activity on the basis of successful resolution of incidents, including updating of knowledge database. Updating of list of contacts serving for the performance of escalation,
- reporting ensures the processing of selected statistical data for the designated period according to the customer requirements.
Advantages and benefits for customer:
Improving quality of operation of ICT infrastructure of organisation and reduction in length of downtime.
