137-25 Exhibits to the Resolution for Extension of Contracts for IT Network Management Services - 2025 (002).pdf

• Network Performance Analysis (trend, analysis, performance monitoring and capacity planning) Network Configuration Control and Management • Network Management (Utilization and Capacity) • Network Utilization and Availability Report • Management and Administration of Network Monitoring Tools • Accurately document IP Configurations Installation of network hardware and associated cabling Provide quality assurance on all network installed equipment • Support LAN based wireless technology in the enterprise 1.3 Network Problem Identification, Troubleshooting and Maintenance • The Contractor shall continuously monitor a trouble ticketing system for new or escalated tickets, provided by the Contractor, and update at a minimum every hour when appropriate. All information entered into the ticket shall be clear, concise and accurate. Upon receipt of the trouble ticket, the Contractor shall initiate immediate action to clearly define the problem and effect immediate resolution, or document the problem in the trouble ticketing system to effectively track it to satisfactory resolution, or redistribute it to the appropriate IT group responsible for action towards satisfactory resolution. • The Contractor shall document each step in the troubleshooting process as it occurs and update the trouble ticket. Due to the complex nature of networks, it is possible for the source of network problems to reside in one or more devices concurrently. As such, the Contractor shall perform troubleshooting techniques to isolate the source of, diagnose and resolve or assist in the resolution of network problems. • The Contractor shall use existing diagnostic tools or tools that are appropriate for use in diagnosing problems. • The Contractor shall, when required, participate and/or lead in conference calls during mitigation actions or network anomalies. • The Contractor when directed shall provide the Network Operations group with after action reports regarding troubleshooting efforts and/or resolution actions taken during and/or after network event troubleshooting. 9