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Monitoring Agent Services

Add, modify or remove a monitored Agent.
Request via ServiceNow 

Contacts

EOTSS End User and IT Service Support

Phone

EOTSS End User IT Service Desk Call EOTSS End User and IT Service Support, EOTSS End User IT Service Desk at (844) 435-7629

Support for Commonwealth end users and IT support personnel

Online

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Send us an email Email EOTSS End User and IT Service Support at MassGov@service-now.com
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The Details

Features

A monitoring agent is a piece of software that observes, collects, and reports on computer equipment.

Request to add a new agent, or modify or remove an agent currently monitored by the EOTSS Monitoring Service.

How to request

Request service via a ServiceNow request

Service Level Expectation (SLE)

Monitoring Agent Services

SLEResponsibilities/Dependencies

Fulfillment: 80% within 5 business days

Customer

  • Responsible for adhering to the EOTSS Standard Rules of Engagement.

  • Responsible for ensuring firewall ports are open. 

    NOTE: This applies only to new customers or customers who are not currently part of the EOTSS environment.

  • Responsible for working with EOTSS to install the Agent, if not currently installed.
    • Dependent on the Agent being installed before fulfillment can begin for this service.

EOTSS

  • Responsible for installing the Agent for the customer prior to fulfillment, if required.
  • Responsible for adding a new agent, or modifying or removing an agent currently monitored by the EOTSS Monitoring Service per the customer’s requirements. 

More Info

For more information on our Enterprise Monitoring service, please visit our mass.gov page: EOTSS Enterprise Monitoring Services

Contact

Phone
EOTSS End User IT Service Desk Call EOTSS End User and IT Service Support, EOTSS End User IT Service Desk at (844) 435-7629

Support for Commonwealth end users and IT support personnel

Online
ServiceNow Log in to ServiceNow 
Chat with us live! Log in and click "Chat now" 
Send us an email Email EOTSS End User and IT Service Support at MassGov@service-now.com
Learn more about this organization 

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