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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:
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. CA eHealth Performance Manager Foundation Suite
2. CA eHealth Service Availability
3. EMS 03: System, Active Directory & Database 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.
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