Services

Main components:

1. Monitoring. Performance and availability monitoring on server, desktop and network devices.
2. Service Automation. Remote access, software distribution and automatic script execution.
3. Reports. On demand reports to support daily operations, troubleshooting and capacity planning.
4. Labor Services. Discounted service rate for proactive or reactive service (possibly block).

Monitoring

Availability, performance and predictive failure monitoring (varies depending on individual services and devices).

Monitoring requirements, technical: Workgroup probes (mandatory), Windows agents, Mac agents. Each workgroup probe can support up to a maximum of 50 devices, regardless of device type.

Servers:

Performance monitoring on servers (and relevant applications):

• Windows O/S – availability, patch levels, event log (configurable)
• Exchange (availability, performance)
• SQL server (availability, performance)
• IIS (availability, performance)
• Terminal Server (availability, performance)
• Backup Exec (success, errors/failure)
• Generic log file monitoring (customizable for 3rd party applications)
• CPU (%), disk capacity, SWAP/memory (% and raw amount)

Network:

• Routers (bandwidth %, availability, TCP port and protocol availability)
• Switches (bandwidth %, availability, TCP port and protocol availability)
• VPN (availability and possibly more)

Desktops (Windows):

• TCP / Connectivity
• Processes (availability)
• CPU (%), disk capacity, SWAP/memory (% and raw amount)
• Patch levels (with security bundle)
• O/S errors (via event log) (with security bundle)
• Application compliance (with security bundle)
• Asset monitoring (with security bundle)
• A/V — definition updates, virus activity, A/V process running (with security bundle)

Desktops (Macintosh):

• TCP / Connectivity
• Processes (availability)
• CPU (%), disk capacity, SWAP/memory (% and raw amount)

General:

• Availability of hosted services (ISP, hosted mail, hosted applications)
• Website and content availability

Security Services:

• A/V — definition updates, virus activity, process running
• Syslog (for central security issues from across network)
• Firewalls — security events, availability (Cisco Pix, SonicWALL, NetScreen, WatchGuard, FortiGate)
• Windows Patch levels
• O/S errors (via event log)
• Application compliance (4 times daily)
• Asset monitoring (weekly, during operation hours when devices are on)
• VPN — connectivity, errors

2. Service Automation

Remote access and control

• Remote Windows server and/or desktop maintenance and support
• End user remote support sessions

Software distribution:

• Configure any patches manually for distributed deployment
• Automate and scale routine activities

Automatic script execution (Windows):

• Scalable configuration changes
• Automate (and schedule) regular activities, including:
  • Scan Disk / Checkdisk / Defrag
  • Delete temp files, directories, etc
  • Restarting services / processses / applications
  • Running virus scans, spyware scans
  • Device restarts (servers and workstations)
  • Renew network addresses
  • Monitoring agent restarts

3. Reports

On-demand reporting to support daily operations, troubleshooting and capacity planning (90 day max reporting period, but total stored data can go back 12 months).

• Availability (any devices)
• Availability (applications/processes)
• Executive Summary (hardware report) - (CPU, disk capacity, memory/SWAP, bandwidth), network (router/switch bandwidth)
• Incident report (all N-central OnDemand incidents)
• Backup performance (Backup exec)
• Security reports:
  • Windows O/S patch level status
  • A/V definition updates, virus activity
  • Asset report
  • Application compliance report
  • Syslog (security event report

4. Labor Services

Block or time & materials hours that may be used for proactive maintenance or for reactive support, at your discretion.