Managed Service Essentials provides basic management of the Network Performance Monitoring solution. The service includes license management, 24×7 system monitoring, health checks following updates, and alerts.
Also included are data collection monitoring, incident management, solution access monitoring and reporting dashboards.
The full list of service elements is as follows:
ENHANCED SUPPORT SERVICES
- 1st & 2nd line support
- Vendor support management concerning enhancement requests
- Technology updates as they become available
- Additional features highlighted that could further the capability of the deployment
- Share experiences, including enabling further dashboards, if appropriate
- Monthly service call to ensure all enhanced support services are delivered, and any issues are recorded and remediated
SYSTEM MONITORING
- Verification that the monitoring system is maintained at agreed levels and updates and upgrades are performed
- Perform software and system health checks following updates
- Utilize alert management to identify monitoring system issues and escalate to you when necessary
- License management to ensure that licenses are current, providing notice when expirations are nearing and planning for future growth
DATA COLLECTION REPORTING
- Ensure health of data collection – devices are reporting properly
- Ensure expected network traffic is being received
INCIDENT MANAGEMENT
- Follow customer’s incident and change management procedures to keep solution aligned with the infrastructure
SOLUTION ACCESS
- Manage monitoring system access (accounts and roles)
- Manage dashboard views (role-based)
MONITORING
- Monitor solution health
- Monitor solution licensing
- Ensure cross-platform integration is working as expected