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Network Management Support Program (NMSP)
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UNDERSTANDING OF YOUR NEEDS
Our Network Infrastructure Assessment is designed to:
- Confirm the "As Is" infrastructure configuration and documentation
- Provide a snapshot of the capacity utilization of the network
- Identify critical corrective actions that impact your Network
- Help your Management Team plan for the needs of today and in the future
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OUR APPROACH
Using the power of our NetWatch software probes we scan and collect Network Infrastructure data and assess the health and performance of individual key network elements in your network. These probes will automate the data collection with support from SPSI's Network Engineers. The probes will use Simple Network Management Protocol (SNMP). SNMP is the protocol governing network management and the monitoring of network devices and their functions. Data will be collected from the most important devices within your infrastructure, which contribute to the overall performance and availability of your applications.
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Gathering Information
We review, discover and confirm the infrastructure and information systems assets. This information gathering will help in the assessment and identification of technical vulnerabilities and provide the criteria for areas for improvement.
The following are examples of the areas that we assess:
- High Level Procedures Review:
- Back-up Procedures
- Security Administration
- Review Transmission Controls
- Review Computer Anti-Virus Procedures
- Review Network Management Procedures
- Infrastructure Technical Review
- Internal Infrastructure
- Network Domain Controllers
- Network Major Application Servers
- Microsoft Server O/S and Services
- Microsoft Internet Servers and Services
- Network Supporting Application
- Microsoft Exchange and Services
- Prevention and Detection Systems
- Anti-Virus Client/Server
- Backup Archiving Solutions
- Internal Data Transitions Systems
- Managed Switches
- Routers
- Wireless Access Points
- Remote Access Configurations
- Connectivity
- Additional SNMP Probe Data
- Event Logs (Pass/Fail Criteria)
- CPU Utilization
- Disk Utilization
- Swap Physical & Virtual Memory
- Backup Pass/Fail Criteria
- External Network/ Perimeter Network Router/Firewall
Key Network Element Benchmarking & Data Collection Period
- This is when we will allow the probes to collect data and discover utilization
benchmarks and thresholds for key network elements that are capable of accepting the probes. This will occur over a 15 business day period.
- Setup the monitoring dashboard display
- Develop a Network Infrastructure "As Is" Design Documentation
- Prepare network control process
Findings and Recommendations
We analyze the assessment and probe findings then prioritize and present our recommendations for corrective actions where required.
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Our Proactive Management and Support Program is designed to reduce downtime through availability monitoring and immediate remediation, and improve availability. Through our NetWatch® monitoring systems, we collect and analyze performance and event data. Our network technicians are available to assist at your location, maintaining your systems and helping you attain the highest level of network availability. The Netwatch® dashboard and alert management services are also available to you for proactive management.
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- 24x7 remote network monitoring
- Proactive technical support
- Telephone and e-mail support
- Systems analyst available 24x7 for notifications and escalation
- Remote troubleshooting
- Alert escalation to SPSI
- Monthly network assessment
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- Diminished business impact from IT failure through reduced incident
- Improved service uptime by eliminating preventable IT failures
- Priority response
- Systems analyst available 24x7 for notifications and escalation
- Proactive assessments
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Services included in the Proactive Program:
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The Proactive Services Program is a services plan that your IT service organization can utilize designed to dramatically improve service uptime by proactively working to prevent IT failures and reducing the duration of unavoidable IT failures.
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- Remote monitoring by NetWatch® at the SPSI Network Operations Centers
- Proactive review of your IT infrastructure
- Emergency and unscheduled support at a discounted rate
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Availability reporting on all devices covered by will be delivered each month on a prescheduled mutually agreed upon time.
Executive assessment report will be delivered at quarterly intervals for a fixed priced on a mutually agreed upon time.
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"Sample" Service Agreement
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| Service/Solution |
Service Offered |
| 24/7 Network Monitoring |
Yes |
| 24/7 Access to Web-based Dashboard |
Yes |
| Availability Status & Notifications |
Yes |
| 24/7 Performance Reporting |
Yes |
| Proactive SPSI Technical Support |
Yes |
| Internet LAN/WAN Connectivity |
Yes |
| Microsoft Upgrade/Patch Management |
Yes |
| Patch Level Management |
Yes |
| Stand by Network Support |
Yes |
| Proactive Reviews |
Yes |
| Stand-by Remote Troubleshooting |
M-F(24) |
| Emergency Support |
M-F(24) |
| Annual Network Assessment |
Detailed |
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IT Service Monitoring and Management
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SPSI will leverage the NetWatch Network Operations Center (NOC) to provide 24 x 7 monitoring of all devices included in this agreement. The NOC Staff will also be available on stand-by to respond to any issues detected by the monitoring system when escalated by the clients' IT staff.
SPSI will conduct proactive services analyses to ensure the continued availability of these devices. The proactive work will vary from device to device, but is designed to ensure that the systems remain available at the required level. Invasive work or corrective actions will not be conducted so as not to negatively impact service availability. Issues that may impact business operations, SPSI identified corrective actions or required emergency work will be communicated to the client as required for the client's IT staff or SPSI engineer resolution. The NetWatch system and SPSI will supplement the client's IT systems remediation process
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Server Patch Level Management
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Included in the monitoring service is an automated tool for patch level detection. We will then integrate with patch management and deployment tools using pre-existing administration tools.
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Stand by and On-Site Services
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The Proactive Service Program includes stand-by and onsite services. SPSI will commit to having a technician available for onsite or remote troubleshooting to provide proactive supplemental IT services. These may include: user training, moving, adding or changing services, or simply helping Landmark with their infrastructure systems. The number of onsite hours included, as well as the onsite schedule, will be on an as needed basis severities, response times and applicable service billing rates.
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After Hours Stand-by Onsite Support
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SPSI recognizes that Landmark doesn't always work within standard business hours. As such, we will allow Landmark to schedule onsite visits outside business hours, either regularly or on an as-needed basis with a required 3 business days advance notice.
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Emergency and Unscheduled
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Our Proactive Service Program also enables access to emergency support services. Should your team detect an issue with a service or device outside standard business hours that requires escalation support, you can contact the Emergency Support team to report the issue.
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