Common use of Application Monitoring Clause in Contracts

Application Monitoring. The Contractor’s application monitoring services will ensure the Contractor’s System maintains a high level of availability and performance for the State and its Users. The Contractor’s ITIL V3 based approach will emphasize the importance of a continual cycle of monitoring, reporting and subsequent action in the case of availability and performance related exceptions. The Contractor’s primary goal will be to reduce down time through monitoring and management at first level (Level 1) as outlined in our Integrated Tiered Support Model. The Contractor shall: 1. Reduce downtime through monitoring availability and performance of applications. 2. Resolve an incident before it can impact the business (proactive detection and resolution), thereby moving from reactive to proactive Service Delivery. 3. Provide insights through trend analysis of ticket / event data (data analytics) in order to achieve suppression of events / alerts. 4. Detect unauthorized changes and ensures organizational compliance. 5. Integrate operations center at level 1, thereby considerably improving operational efficiency. 6. Automate repetitive manual monitoring tasks, for example manual “ready-for- business” checks. 7. Eliminate noise or false-positive application events through root cause fixes or by optimizing event threshold levels. 8. Implement advanced monitoring techniques resulting in the reduction of mean time to detect major incidents.