EMS Implementation Document v1.2

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EMS Implementation Approach Document 1

Consulting and Services Group | Aligning IT

Ref No:CP/EMS-Sify-041001.2

Dated: 21st April 2010

Proposal

towards

Implementation of EMS

At Tripura State Data Center

For Sify Technologies Ltd

Submitted to

Mr. Roopesh Kumar, DGM.

Sify,

Submitted by:

Consulting and Services Group,

Gemini Communication Ltd.,

Chennai

Proposal Generated

A. Ganesh Atreya

Head Implementation Services

+91 99623 55455, [email protected]


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Document Control

PROPERTIESProperty Description

Circulation External

Classification Confidential

Date of Creation 2nd

April 2010

Date of QA 3rd April 2010

Doc Title EMS Implementation Approach

Document Owner GCL-CSG

Prepared By GCL-CSG

Location Chennai

Version Date Author(s) Revision Notes

01D GCL-CSG First Draft

01 GCL-CSG Base-Lined

Revision & Print Date

Reviewers Dr.B.Muthukumaran

Distribution List Roopesh Kumar, Sify Technologies

A. Ganesh Atreya - GCL, CSG

Dr. B. Muthu Kumaran, CSG

Balaji S, CSG


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About GCL:

Gemini Communication Ltd. (BSEId :532318 NSE Id :GEMINI ISIN Id :INE878C01033) one of India's

leading IT Solutions provider, proposes diverse solutions across various IT Technology areas for greaterbusiness results. With our strength to offer end to end solutions, we help customers effectively address

their IT requirements there by empowering them to quickly achieve their business goals.

GCL offers a wide spectrum of networking, services and security solutions. The company's product

portfolio includes solutions for networking, security, storage, supervision and IT services. Gemini's

solutions are centered on IT Infrastructure and management and carry the message of Innovation and

Leadership. The services portfolio is broadly organized into CSG, BSG, IBG, IIG, ECG & TSG. CSG spans out

into, Infrastructure Managed Services, (IMS), Infrastructure Outsourcing Services (IOS) and

Infrastructure Consultancy services (ICS). The other solutions are offered under BSG, IIG, ECG, TSG.

Gemini is serving various verticals such as education, banking/financial services / insurance,

government, health care, IT/ ITeS, call centers/ BPOs / KPOs / SDCs, and various service providers like

cable operators, mobile operators, and wireless carriers.

Project Requirement:

Tripura State Data Center Project, has Enterprise Management Solutions components of CA as a

part of the over all Scope. Enterprise Management Solutions are very essential for management of

TSDC Infrastructure. CA has proposed Unicenter Network and System Management, Spectrum Fault

Manager, E Health Performance Manager, Service Desk, IT Client Manager, Database Manager to

address different aspects of management like fault, performance, service level management,

Desktop Management, CMDB, Support Automation, Database Management. The Solution has been

designed with the intention of providing TSDC with operationally efficient Services.

GCL would assist Sify in Implementing the solution to address the requirements of TSDC.

Solution Offered by CA and Under the scope of Implementation

1. Network & Server Management:

1.1.Unicenter Module

1.1.1.Unicenter Network & Systems Management (NSM) R11

1.2.Spectrum Module

1.2.1.CA Spectrum Network Fault Manager Foundation Suite

1.2.2.CA Spectrum Network Fault Manager Report Manager.


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1.3.Performance Management / Service Management

1.3.1.CA eHealth Network Performance Manager Starter Suite

1.3.2.CA eHealth Service Availability

1.4.Application Management

1.4.1.Active Directory Management - Unicenter Network and Systems Management R11 (inbuilt

Active Directory Monitoring)

1.5.Database Management

1.5.1.CA Insight Database Performance Monitor for Distributed Databases

2. Help Desk Management

2.1.CA Service Desk R11

2.2.CA Service Desk Knowledge Tool

2.3.CMDB Management - CA CMDB Application Server

2.4.Support Bridge Management

2.4.1.CA Live Automation

2.4.2.CA Self Service Automation

2.4.3.CA Self Healing Automation

3. Desktop Management / CA Client Management

3.1.CA Asset Management

3.2.CA Software Delivery

3.3.CA Remote Control

3.4.CA Patch Management


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Solution Architecture


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Hardware Requirements:

As recommended by CA, each of the modules to be installed on a dedicated box -

1. EMS 01: Fault and Event Management Server Console:

Hardware:

Dual CPU Intel Xeon Processor 3.8 GHz, 4 GB RAM, 2x146 GB UW SCSI HDD or higher

Software:

Win 2K3 Server with latest Service Pack.

CA Modules:1.1.CA Spectrum Network Fault Manager Foundation Suite

1.2.CA Spectrum Network Fault Manager Report Manager.

2. EMS 02: Network Performance and SLA Management Server Console:

Hardware:


Software:

Win 2K3 Server with latest Service Pack.

CA Modules:

1. CA eHealth Performance Manager Foundation Suite

2. CA eHealth Service Availability

3. EMS 03: System, Active Directory & Database Management Server Console:

Hardware


Software:Win 2K3 Server with latest Service Pack.

MS SQL Server with latest Service Pack.

CA Modules:

1. Unicenter Network & Systems Management (NSM) R112. Unicenter Network and Systems Management R11 Active Directory Monitoring

3. CA Insight Performance Manager for Distributed Database


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4. EMS 04: Help Desk, Support Automation, CMDB & Knowledge Tool Server Console:

Hardware:Quad CPU Intel Processor 3.8 GHz, 8 GB RAM, 500 GB HDD or higher

Software:

Win 2K3 Server with latest Service Pack

MS SQL Server with latest Service Pack.

CA Modules:CA Service Desk Manager Full License Service Desk, Support Automation (CA Live Automation, CASelf Service Automation & CA Self Healing Automation), CMDB & Knowledge Tool.

5. EMS 05 : Desktop Management / Client Management Server Console:

Hardware:Dual CPU Intel Xeon Processor 3.8 GHz, 4 GB RAM, 2x146 GB UW SCSI HDD or higher

Software:Win 2K3 Server with latest Service PackMS SQL Server with latest Service Pack.

CA Modules:1. CA IT Client Manager (Asset Management, Software Delivery & Remote Control)2. CA Patch Management

Please note that we have going with the recommendation given by CA in their response to the Tender

document. We are not responsible for the hardware sizing.

Agent Deployment:

All managed servers will host Unicenter NSM server monitoring agents.

All managed Windows servers and desktops will host the Unicenter Asset Management,Unicenter Software Delivery, Unicenter Remote Control Agents.

Workstations require to remote control distant servers/desktops require URC viewer software

installed.


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Implementation Methodology:

EMS follows a well defined project implementation methodology that has process control aimed at

controlling the risks in the project. Project Implementation Methodology is detailed here

1. Project Scoping and design Phase:

a. The designated project lead along with the team lead would visit the client in

understanding the scope of the project. The team would perform the following activities

to set the expectations of the client and to ensure a clear and well defined scope of

work that is mutually agreeable.

i. Solution Briefing/Detailing/Presentation

ii. Understanding the Client Environment

iii. Understanding the Client Expectations out of the Solution

iv. Matching the Client expectation with Solution Features or Implementation Skill

set

v. Concluding on those expectations which are not achievable with the solution

being proposed.

vi. Arriving at the final Scope of Work to the minutest detail

vii. Presenting the Final Scope Document and discussing the perquisites information

required from Client in fulfilling the Scope of Work.

viii. Taking a final sign off from the authorized representative of the Client as the

Final Scope of Work

2. System Set up Phase:

a. Team would take over the infrastructure to deploy the Solution and would perform

necessary system checks on the Operating System, Patches for Operating System,

Configuring System Environment variables and other settings required for the

installation of EMS Solution

b. Installation of the EMS Solution on the designated hardware


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3. Customization of Solution Phase:

a. Team would continue to customize the solution to achieve the points agreed in the final

scope document.

4. Training and Hand Over Phase:

a. Team would conduct acceptance test based on the test cases prepared on the agreed

final scope of work

b. After completion of User Acceptance Test, Team would provide training as detailed in

the RFP.

Scope of Work:

1. Spectrum Network Fault Manager:

a. Installation of SPECTRUM 9.0 and its Hot Fixes

b. Installation of BOXI Bundled Service Pack & Its Hot fixes

c. Discovery of Network Elements and verification

i. Setting SPECTRUM to discovery

ii. Setting SPECTRUM to automatically populate descriptions of ports and interfaces from

routers/switches.

iii. Discovery and demonstration of 10 Network devices as per inputs from customer.

iv. Finalize on proper naming of Links, WAN and LAN Interfaces of discovered devices in

SPECTRUM.

v. Name the links, LAN and WAN interfaces to proper descriptions as finalized with

customer.

vi. Verify discovered Network elements in SPECTRUM. Check the information on discovered

elements from Component details panel in One Click. Check to see if all the details are

discovered properly as expected in SPECTRUM.

vii. Check the connectivity between devices in Universe Map.


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d. Grouping discovered devices

i. Understand discovered Network topology from Network team. Create groups in

SPECTRUM, based on inputs from client.ii. Create dynamic group for all critical devices.

iii. Create groups based on device type (switches, routers).

e. Alarm Notifications

i. Configuring Auto Notifications over E-mail

ii. Performance Monitoring: CPU, Memory, Bandwidth utilization, error rate, packet

discards.

iii. Finalize on Message format of Alarms.

iv. Configuration of finalized Alarms.

f. Assets and Alarm reports using SPECTRUM

i. Demonstrate various SRM reports.

ii. Asset Reports: Assets by Vendor, type; Connections report, etc.

iii. Schedule the required Reports and send it as E -Mail if required or publish it on SRM

itself, from where it can be exported to Excel, PDF or Word.

g. Integration

i. Service Desk.

ii. NSM.

iii. eHealth.

h. Role-based user creation for One Click Client

i. Create a Read-Only user (operator license).

ii. Discuss the privileges required for operator or read-only user.

iii. Create a new role and add the privileges as required.

iv. Assign the role to a newly created user.


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2. CA EHealth 6.1

a. Installation

i. Install additional production CA eHealth Pollers

ii. Install Report Center on additional production CA eHealth Pollers

iii. Install additional production CA eHealth distributed consoles

iv. Install additional production CA eHealth Remote Pollers

v. Install additional production SNMP Research DSSP Servers

vi. Set up additional NOC workstations

vii. License Configuration

b. Configuration of Performance Management

i. Discover network devices

ii. Configure Remote Poller

iii. Configure SNMP Research DSSP Server

iv. Configure Path Manager

v. Configure Groups and Group Lists

vi. Configure User Access

vii. Configure Reports Including Service Profiles

viii. Configure Live Exceptions profiles and notification

c. Customisation of Performance Management

i. Configuration Threshold Values on network devices

ii. Customizable Reports upto 5 Numbers

iii. Configuration - Live status views

d. Functional Validation of Performance Management

i. Confirm User Access

ii. Validate CA eHealth Poller (Distributed System or Stand-Alone)

iii. Validate distributed console

iv. Verify Backups are functioning as documented

v. Validate Remote Poller

vi. Validate Report Center


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vii. Validate Live Exceptions Profiles and Notification

viii. Validate Reporting

ix. Validate Path Manager

3. Network and System Management (NSM R11.2)

a. Installation of Network and System Management and System Performance Option in the

Production Server.

b. Installation of System Agent on the target servers.

c. Registering of System Agent with Management Server

d. Configuring of thresholds for the mutually agreed metrics for monitoring in the System

Agents

e. Installation of Active Directory Agent on the Domain Controllers

f. Registering Active Directory Agent to the NSM Server

g. Configuration of thresholds for the key metrics for monitoring by Active Directory Agents.

h. Verification of System Agent reporting to Management Server

i. Creation of the 2D maps for real time monitoring and visualization.

j. Configuring of Event handling

i. Configuration of Event Console

ii. Verification of reception of traps and agent messages on the Console

iii. Classification of the Event Messages

iv. Configuration of Alarms, Alerts for Critical Events as agreed during scope sign off

v. Configuration of Actions for Messages for Automation of Event handling

k. Grouping of the Servers to create personalized view of the Servers based on the defined

criteria like Operating Systems etc

l. Creation of Business Process Views to map Managed Nodes to the Business Process

Supported by them. No of BPVs to be arrived at the time of Scope Sign off.

m. Installation of Advanced Event Correlation and root cause analysis.

n. Creation of Rules based AEC to correlate and analyze enterprise-wide events to identify

and analyze the actual root cause. Up to 4 AEC Rules.

o. Creation of Data Capture Profiles for Capturing of Data for Performance Trending.

Number of Profiles up to 10.


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4. Insight Database Performance Monitor for Distributed Databases

a. Installation

i. Installation of CA DCC

ii. Installation of Management Database

iii. Install CA Insight, Fast Unload, TSreorg and Integration Components

b. General Configuration

i. Install License Package

c. Basic Configure CA DCC

i. Create a local or global configuration

ii. Modify the local configuration

iii. Use a global configuration file to configure subsequent installs

iv. Disable global configuration sharing

v. Configure Enterprise Communicator

vi. Set Up MDB repository connectivity

vii. Enable or Disable products like CA TSreorg, Unicenter Fast Unload

d. Installation of Agents and Configuration of Agents in the Distributed Databases

e. Management Configuration on CA DCC

i. Modify Single Sign on Information

ii. Change the MDB Repository Password

iii. Creation of User upto 5 numbers

iv. CA DCC Services setup

v. Discover Database Servers


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f. Integrating CA Fast Unload

i. Configuration made on available database

g. Integrating CA Insight for Distributed Databases

i. Configuration Knowledge agents for database servers

ii. Installation & Integration of event management

iii. Installation & Integration Proxy Agents

h. Integrating CA TSreorg for Distributed Databases

i. Configuration made on available database

5. Service Desk R 12

1. Installation of SQL Server & Service Desk

2. General Configuration

a. Install Service Desk license

b. Email Configuration for notifications

c. Contact Configuration (5 Users)

3. Configure Organization details Up to 2 Numbers

a. Creation of State

b. Creation of Positions (Job Title)

c. Creation of Site

d. Creation of Locations

e. Creation of Cost Center

f. Creation of Work Shifts

g. Creation of Departments

h. Creation of Organization


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4.Knowledge Base Documents & Publish the Announcements Up to 5 Numbers

a. To Create a new Announcements

b. To Create Knowledge Documents

5. Creation of Contacts & Groups Up to 2 Numbers

a. To Create an Employee

b To Create a group and assign the users and service request to the group

6. Service Request Management upto 2 Numbers

a. Creation of Events for Escalations & Notifications

b. Define Service Level Agreements

c. Creation of Request Areas

d. Service Type

7.User Operation

a. Create the Request, able to view the Knowledge base documents and obtain acknowledge mail

for request

b. User Request solved by analyst

8.Generation of reports

a. Violated SLA Report for Groups

b. Total Volume of Requests

c. Request List By Analyst

d. Open Closed Call Analysis by Analyst

e. Knowledge Tools Metrics

f. Asset List

g. Analyst Summary

h. Analyst Count By Priority of Open Change Orders


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i. Active Requests Aging Report

j. Active Requests Aging Report by Priority

9.Basic Administration & User Operational Training

10.User level operation document

6. IT Client Management:

Asset Management

1. Installation of DSM Domain Manager and Scalability Servers as per the proposed architecture.

No of Domain Managers

No of Scalability Servers

2. Installation of DSM Agents to the Client desktop machines.

No of DSM Agents to be installed by Gemini

3. Collecting H/W and S/W Inventory from the Agent machines.

4. Demonstrating the collected Inventory Information to the client.

5. Creation of Static/ Dynamic Groups and grouping the agents based on the customer requirements.

No of Static Groups

No of Dynamic Groups

Conditions to create the Dynamic Groups

6. Create Queries to collect some specific information. (E.g. list of desktop that have less than 512 MB RAM,

etc.)

No of Queries to be created

List of Queries

7. Creation of Policy and generate notifications like Banner or Email etc

No of Policies to be created

List of Policies

List of Notifications


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8. Creation of custom defined templates to collect information from the user end.

No of Templates

List of information to be collected via templates

9. Software metering for 2 applications and demonstrating to the customer

List of application to be monitored for Effective Usage

10. Generation of Reports using DSM Reporter.

No of Reports to be Generated

List of Reports

Software Delivery

1. Installation of 1 packager machine to create packages.

Default Packager Machine will be created in XP machine

2. Creation of 5 S/W Packages that needs to be distributed to the Agent machines.

List of S/W for which packages to be created

3. Registering the created S/W packages to the Central S/W library on the DSM Domain Manager.

4. Demonstration of S/W Distribution to the Agents.

No of Agent machines to be deployed for testing

5. Demonstration of Uninstallation of Particular S/W from the agent that was delivered using DSM.

6. Enabling Catalog and publishing the created S/W Packages.

List of S/W to be published in the Catalog

7. List of patches to be delivered using software delivery

* The list of Patches should be provided by the customer

8. Generating Reports on successful/ failure of S/W Distribution.

Remote Control

1. Demonstration of Various Remote control Options.

2. Specifying RC permissions for various users


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3. Demonstration of Recording a remote session

4. Demonstrate File transfer and chatting.

Implementation Team:

Team Structure:

Implementation Team would comprise of one Project Lead who would also be the lead

implementer. He would be assisted by a team of 4 senior engineers in completing the

project. The same team would also be responsible for giving the on job training to the

designated engineers of the Client.

Profiles:

1. Project Lead/Lead Implementer:

Project Lead or Lead Implementer would be a Systems Engineer with 4 years of

experience in implementing the EMS Solutions being deployed in the project. He would have

led a minimum of 3 projects involving one or more of the products being deployed in the

project. He would be hands on resource who would be implementing one of the solutions

himself as part of the team apart from handling the project management activity. He would

be certified resource on the solution he will be implementing. He would also be capable of

doing advanced customizations if it is warranted. He would be authorized to sign off the

scope of work document on behalf of GCL.

2. System Engineers

Senior Engineer who would be part of the team implementing the CA Solutions in

TSDC would be a System Engineer with a minimum of 2 years experience in implementing

the concerned solutions and would have been part of minimum of 2 projects involving one

or more of the solutions to be deployed at TSDC. Senior Engineers are certified by CA on

their corresponding areas of expertise. They would be capable of advanced customization

on the products if there be a need for the same. They would be reporting to the Project Lead

or the Lead Implementer on the progress of the project against the Pert Chart or the

Implementation Plan.


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Notes / Assumptions:

The network devices / servers to be monitored should be SNMP enabled and reachable from themanagement servers.

The servers to be monitored should have SNMP service enabled.

The necessary ports required for management traffic shall be opened in the firewall.

For the reporting requirements of RMON and RMON 2, the respective devices should support

RMON and RMON 2.

The Java Run Time environment will be required on the workstations accessing CA Management

tools.

Default polling frequencies will be set for network monitoring using CA Management tools

For monitoring network devices, the managed devices should have SNMP service enabled and

should have MIB II details that can be polled from the central management station.

SNMP (v1/2c) RO access shall be provided for all resources that are to be monitored

SNMP RW access needs to be provided to all devices on which configuration management needs

to be performed

Appropriate firewall ports (UDP161: SNMP Poll / UDP162: SNMP Trap) shall be opened up onfirewalls between management stations and target devices.

Appropriate ACLs shall be defined on the devices to allow SNMP polling via the management

servers

All key traps (like SNMP Link Up-Down, Cold Start traps) shall be configured on all devices and

pointed to the Spectrum server

Appropriate firewall ports (UDP161: SNMP Poll / UDP162: SNMP Trap) shall be opened up on

firewalls between management stations and target devices.

If the Desktop Management Server is part of a domain, then necessary trust relationships would

have to be established.

One packager desktop will be required to create software custom packages. This packager

machine should have same operating system as the end desktop on which the package needs to

be deployed. This would be required for creation of software packages, which can then be

registered into the software delivery library for distribution to target desktops.

The Asset Management engine shall pull data from the sector servers on a scheduled basis atoff-peak hours and store it in the domain database

It is recommended to collect inventory in staggered cycles (once every day) across the sector

servers.


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Desktop management agent (Asset management and software delivery) will get installed on non

thin client based desktops and servers.

The scalability station will be a flat file, store and forward machine. Any existing file / print

server or a high end existing PC can be used for this.

All remote locations will need to have a scalability module deployed so collect and synchronize

the inventory information with the central management server.

Monitoring Virtual Servers is not currently included in the scope of this solution.

Network Performance Management System is sized for managing and reporting on 10,000

elements at the default polling interval of 5 minutes. Every monitored port / interface is

considered as an element. Each monitored test using Service Availability agent is also considered

as an element.

Java Runtime version 1.4.1 or above and Internet Explorer version 6.0 or higher will be installed

and patched to current levels on the workstations or servers identified to access the Web-basedvisualization modules.

Appropriate firewall ports will have to be opened for all the proposed management solutions to

collect management information across various managed IT components. The list of firewall

ports for each solution offered can be found in the product documentation (or user guides). List

of ports would be provided by EMS.


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Investment SummaryInvestment Summary

S.No. Item Description Man daysRequired

UoM Amount

INR

TotalCost

1 Implementation of NSM R11.2

Manager only as per scope

attached

28 Man day 5000 140000

2 Implementation of Insite

Database Monitor as per the

Scope attached

16 Man day 5000 80000

3 Implementation of Ehealth

Performance Manager Starter

26 Man day 5000 130000

4 Implementation of Spectrum

Network Fault Manager

Foundation Suite

29 Man day 5000 145000

5 Implementation of IT Client

Manager as per the scope

attached

24 Man day 5000 120000

6 Implementation of Service Desk

as per the scope attached

42 Man day 5000 210000

Total Implementation Cost 825000

Terms and Conditions:

Prices quoted are exclusive of the service taxes applicable at the time of actual billing

Payment terms:

o Implementation Cost 50% in advance along with the PO.

50% against Phase IV sign off (UAT)

o Maintenance and Support charges

Quarterly Payment in advance.

Validity: 3 Business days


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Support and Maintenance:

o Costing for onsite visit for resolving issues will be charged at the rate of Rs 3000 per man

day for resolving issues on site.

o

Internet and Phone is to be made available at the Site for Support and Implementation.o Required permissions for the same has to be procured for the same by Sify Technologies

The license for CA & Other softwares / Hardware for the CA Implementation should be provided

by Sify Technologies.

Man days indicated above are business days (Monday to Friday, business hours and excluding

holidays) and in case of delay in receipt of permission or information from the customer, the

said period will be as applicable

EMS Team will engage a project manager for the following:

Working with Sify Technologies project Manager for creating of project schedule

Weekly review of the project along with Sify Technologies Project Manager and Customer.

Work as a point of escalation for technical issues, w.r.t. CA

Review implementation done as per the tender scope Identify gaps, if any, in the implementation vis--vis agreed scope

Exclusions

The following items are not included in the scope of this engagement:

Unless detailed specifically within this SOW, the scope of this service does not include

customizing standard reports, online screens, documentation, or the development of additional

reports or screens. Nor does the scope of this service include any third-party product

installation, the installation of third-party product interfaces, exit coding or interfaces to

systems and applications. GCL would not be customizing or accommodating new implementations during the course of

support/maintenance.

Gemini reserves the right in its sole discretion to cease or suspend work in the event Sify

Technologies failing to make any payments for work done under this Statement of Work. If

Gemini ceases or suspends work as a result of Partners failure to make payments, Gemini shall

not be liable for any damages of any kind including but not limited to consequential damages,

arising out of such cessation or suspension.

Expenses: The professional fee quoted is inclusive of all travel, accommodation, Food, Local

Conveyance and other disbursements incurred by Gemini in the performance of this SOW.

Warm Regards,

Ganesh Atreya

Head Implementation Services and Practices

Gemini Communication Ltd