Statement of Work

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  • Topic: Computer network, Network operations center, Service level agreement
  • Pages : 8 (1946 words )
  • Download(s) : 50
  • Published : April 14, 2013
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Team ITT
Statement of Work
Summary
Team ITT is an ongoing network management service. Providing end-to-end Performance Assurance Management reporting and real-time fault isolation capabilities for managers and technicians supporting private corporate network Project timeline

The complete wiring of the two buildings will be completed within a twenty-four hour window. Installation of computer components, software, and all other needed hardware or software will be completed on or before forty-eight hours. Four day training for all staff members will be conducted upon conclusion of processes. Different training groups will be divided based upon system needs. Team ITT delivers the following services:

Installation
Installation of all required components
Setup
Team ITT Network Monitoring Tool is installed on the customer's network and communications are established

Monitoring
Team ITT Network Monitoring Tool will automatically collect data about the identified network components twenty-four hours per day, seven days per week
Alarms
Team ITT Network Monitoring Tool will generate an email and/or paging notification when an exception condition is encountered. These notifications will be sent to the Team ITT NOC.

Health
Comparing the monthly performance of components with established service level agreements (performance goals) Reporting on the network's operation compared to established service level goals

Assistance
Expert advice to assist on-site personnel to maintain and enhance their network

End-to-End Performance Assurance Management
View network performance from multiple perspectives to meet divergent management goals Detailed Description
Installation
Complete installation but not limited to:
* Software
* Cable/computer
* Electric/cable
* PC’s
* Monitors
* Switches
* Printers
* Server rack
* Server
* Server monitor/keyboard
* RJ45 connectors
* Electrical outlets
* Telephone jack wall plates (4Gang)
* Telephone jacks
* RJ 45 wall plates

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Setup
Once the Team ITT Network Monitoring Tool is installed on the customer's network and communications are established (See Installation below for a detailed list of these activities), monitoring can begin. The logical setup for monitoring is controlled by the Customer Setup Document. This document allows the customer to provide data that permits the Team ITT Network Operation Center technician to: * Discover the entire network.

* Collect data from all network components.
* Verify that the Network Monitoring Tool discovery is complete and correct. * Verify that the Network Monitoring Tool inventory report accurately reflects those devices attached to the network. Monitoring

Once in place and operating, the Team ITT Network Monitoring Tool will automatically collect data about the identified network components twenty-four hours per day, seven days per week. From this data, baselines are established and reports produced for the following: * All SNMP, RMON1 and RMON2 devices and interfaces that are marked critical in the network inventory. Additional devices and interfaces may also be monitored. * Selected server processes. (Server mibs currently supported include Windows NT/ 2000, Microsoft SQL, Microsoft Exchange, Microsoft IIS, Compaq, UCDavis. Other MIBs may be compiled and invoked based on customer input) * IP services (e.g., SNMP enabled mail, WEB, DNS, DHCP servers). In addition, the Team ITT Network Operation Center may provide one or more RMON2 probes for installation on the customer's network if it feels it is necessary to properly monitor and measure the network and an appropriate probe is available. Data collected from RMON2 Probes include protocol mix and conversations. Alarms

All critical devices and interfaces will be monitored for proper performance and/or availability. Selected non-critical devices and interfaces may also be alarmed if deemed necessary by...
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