ANNEXURE 1
TECHNICAL REQUIREMENTS
(BIIDDERS MUST SUBMIT ANNEXURE 1B TOGETHER WITH THE BID SPECIFICATION DOCUMENT)
RFBNUMBER: / RFB1409/2016CLOSING DATE: / 24 JUNE 2016
CLOSING TIME: / 11:00AM
RFB DESCRIPTION: / THE PROCUREMENT OF BASIC MONITORING SERVICE ON BEHALF OF SITA
ANNEXURE 1A:RFBBACKGROUND
- Introduction
The monitoring service must be based on the 4 pillars of monitoring. The service must connect to SITA customers over a secure connection which must be approved, managed and maintained by SITA.
The objective of this bid is to continue delivering the current monitoring service to existing government departments and SITA internal IT which covers all elementswith the increased ability to extend this service to other government departments.
- Scope
The service must include all hardware, software, installation, and integration with SITA’s current call logging system, transfer of skills/training to the Service Monitoring staff within SITA, support and maintenance costs for a three year period. This service must be housed inside the SITA Centurion datacentre. All infrastructure elements that support application availability must be monitored. This includes servers, datacentres, switches, environmental systems, LAN, SAN and workstations. The service must cater for a minimum of 600 and Maximum of 800 monitored devices.
The service will supplement the existing SITA service management processes and must be fully integrated into the SITA ITSM7 service management technology.
The service will include the following:
•Dashboards,
•Automated call logging on ITSM7
•Daily, weekly, and monthly reports,
•Problem analysis
•Real-time graphing
•Integration into the SITA call management process
•24X7/52 monitoring of SITA’s customer environments including all the monitor-able infrastructure devices
The scope also encompasses the replacement of the basic monitoring solution for DBE and other SITA’s external and internal clients. The monitoring solution must be based on the 4 pillars of monitoring namely:
Availability,
Performance,
Capacity
Diagnosis
3.Evaluation criteria and methodology
The evaluation of the RFB shall be based on the 90/10 preference points system as per PPPFA.
The breakdown of points is as follows:
Price points / 90B-BBEE status level contribution / 10
Total / 100 points
Stage 1:Bid Pre-Screening requirements
Stage 2:Technical evaluation
Stage 2A:Mandatory requirements
Stage 2B:Technical/non-mandatory requirements
Stage 3:Price Evaluation
Stage 4:BBBEE evaluation
The table below is the evaluation criteria and the weightings for evaluation of Technical Non-Mandatory requirements.
No. / Non-mandatory criteria requirements / Weighting1. / Solution should be Extendable to monitor unique devices / 7%
2. / Solution must include full alignment and integration into SITA’s ITIL aligned service management processes / 11%
3. / Solution must primarily utilise agent-less technology / 11%
4. / Solution should ensure that the load on the monitored devices and networks should typically be less than 1% / 7%
5. / This solution must be able to dynamically determine what type of infrastructure element is present and automatically loads correct profiles. / 11%
6. / This solution must be able to dynamically determine network topology including downstream servers, printers and desktops. / 10%
7. / This solution must include an intelligent decision engine to provide suggested actions to be taken based on the situation. (knowledge base) / 3%
8. / This solution must have the ability to monitor but not limited to the following network devices; routers, switches, wireless, radio equipment environmental monitoring and any other network device. / 6%
9. / This solution must have the ability to monitor, but not limited to the following operating systems, Microsoft, Linux, Unix, AIX and SUN Solaris. / 6%
10. / This solution must have the ability to monitor, but not limited to the following databases, SQL, Oracle, Adabas, and MySQL. / 7%
11. / The solution must have additional monitoring capability related to services running on a specific device. This might include monitoring of access to log files, WMI and DLL calls. / 7%
12. / This solution must have the ability to diagnose an alert in real time in order to drill down to the exact infrastructure attribute causing the problem. / 7%
13 / This solution must have the ability to execute predefined scripts or files in order to execute “self-healing” with the appropriate profiling for call logging into SITA’s current call logging system (ITSM7). / 7%
TOTAL / 100%
THE BIDDERS WILL BE REQUIRED TO ACHIEVE A MINIMUM SCORE OF 70% OUT OF 100% TO BE ELIGIBLE FOR THE NEXT STAGE OF EVALUATION.
The scoring matrix below will be used to score the bidder’s responses:
Raw Score / Meaning / Explanation0 / No Evidence / Does not Comply
1 / Very Little Information / Does not meet the technical requirement
2 / Inadequate / Not Satisfactory
3 / To some degree / Partially satisfactory
4 / Satisfactory / Partially comply
5 / Fully meet the requirement / Fully meet the specification requirement
NB: THE BIDDER MUST COMPLY WITH ALL THE REQUIREMENT OF A SPECIFIC STAGE TO PROCEED TO THE NEXT STAGE OF EVALUATION.
eSCPE-00002 rev 1.0 / confidential / Page 1 of 17ANNEXURE 1B:TECHNICAL SPECIFICATION
1INSTRUCTIONS
1.1Bidders are required to EXPLICITLY MARK EITHER “COMPLY”, “OR “DO NOT COMPLY” on each and every requirement.Failure to do so will be taken as a “DO NOT COMPLY”.
1.2Bidders mustSUBSTANTIATE/MOTIVATE where required.Failure to do so will be taken as a “DO NOT COMPLY”.
1.3Bidders may where necessary, REFER TO ADDITIONAL REFERENCE MATERIAL SUBMITTED BY DOCUMENT NAME/NUMBER, PAGE NUMBER AND PARAGRAPH. Where a reference in substantiation is made to another page (“off-page”) in the bidder’s submission, such referenced page shall be clearly identified by a unique reference number and such reference number shall be provided in the question’s substantiation. During evaluation, SITA reserves the right to treat a question for which an “off-page” referenced substantiation page cannot be located based on such a unique reference number as a “DO NOT COMPLY”.
2MANDATORY REQUIREMENTS
ARSA PRESENCE
1. / The bidder must be a South African registered business entity that has the full time capability based in South Africa to successfully provide and manage the services, in the Gauteng province, requested in this RFB. / Comply / Do not complySubstantiate or provide relevant proof / Substantiate by attaching company registration information and an indication of presence in Gauteng. [a letter on company letterhead (referencing address)]
BPREVIOUS EXPERIENCE
2. / The bidder must provide references from at least two South African organisations where the monitoring service offered according to the service requested in this bid, has been in continuing operation for at least the last two years. / Comply / Do not complySubstantiate or provide relevant proof / Substantiate by completing the table below:
No / Client name / Implementation date / Client contact details
1
2
CSOLUTION HARDWARE AND SOFTWARE
3. / All hardware requirements for the implementation and management of this monitoring solution must be included as part of the solution. / Comply / Do not complySubstantiate or provide relevant proof / Substantiate by listing the hardware that is included in the service package for the implementation and management of the proposed monitoring solution.
4. / All software requirements for the implementation and management of this monitoring solution must be included as part of the solution. / Comply / Do not comply
Substantiate or provide relevant proof / Substantiate by providing a list of all software included in the offered service
DSOLUTION FUNCTIONALITY
5. / This solution must have the following capabilities:a)Event management and alerting with full bi-directional integration into SITA’s current call logging system (ITSM7).
b)Be able to monitor port and service availability.
c)The ability to monitor protocols on multiple router and switch types.
d)The ability to facilitate segregation of duty regarding support levels and multiple customers, (multitenancy). This implies that one customer will not be able to see another customer’s information.
e)This solution must include a reporting system to hone in on important issues. Automated and manually generated reports to be generated ad-hoc, weekly, and monthly, as part of the monitoring solution.
f)This solution must offer full SLA reporting (Availability of the monitoring solution, Availability of operational and management reports, Integration of critical and high impact incidents into SITA’s call logging system)with the ability to cater for scheduled outages.
g)This solution must include “Out of the box” best practice thresholds with the ability to customise and fine tune.
h)The solution must be able to connect via IP connectivity which will survive network address translation.
i)This solution must automatically detect any changes to device hardware/software configurations and update device information accordingly.
j)The solution must integrate with SITA’s current call logging system (ITSM 7)
k)This solution must include electronic escalations to the Service Management Enablement environment in SITA Centurion on critical components.
l)The solution must monitor availability and provide root cause analysis across infrastructure layers, including LAN, servers and end user response.
m)This solution must monitor performance (Memory, CPU and disk space utilisation) and provide root cause analysis across infrastructure layers, including LAN, servers and end user response.
n)This solution must monitor capacity (Memory, CPU and disk space utilisation) and provide root cause analysis across infrastructure layers, including LAN, servers and end user response.
o)This solution must have the ability to perform fault correlation in order to prevent “alert storms”. This must include LAN, servers and end user response.
p)This solution must have the ability to perform fault correlation in order to prevent “alert storms”. This must include LAN, servers and end user response. / Comply / Do not comply
Substantiate or provide relevant proof / Substantiate by giving a detailed description of how the solution supports each of the 16 capabilities listed in points a) to p) above.
6. / This solution must provide fully customisable dashboards allowing for management and technical views. / Comply / Do not comply
Substantiate or provide relevant proof / Substantiate by providing examples of standard and customised management and technical views.
7. / This solution must comply with archiving policy (All historical monitoring information must be available for not less than 12th months). / Comply / Do not comply
Substantiate or provide relevant proof / Substantiate by providing archiving policy and procedure utilised.
All of the following non-mandatory criteria must be completed in full and it must be met where possible. It is imperative to understand that non-compliance to any non-mandatory criterion will be taken into account for the scoring of functionality.
In all cases, it is necessary for the bidder to substantiate their response in detail in the “Comments” field provided. Bidders may, where necessary, refer to additional reference material submitted by document name/number, page number and paragraph. Where a reference in substantiation is made to another page (“off-page”) in the bidder’s submission, such referenced page must be clearly identified by a unique reference number and such reference number must be provided in the question’s substantiation comment field.
Bidders are encouraged to focus on accuracy and quality of their responses as this may affect the scoring.
NON-MANDATORY REQUIREMENTS
ASOLUTION FUNCTIONALITY
1. / This solution must be extendable to monitor unique devices (Devices not included under mandatory requirements) that could exist within the monitored environment (IP phones, cameras, etc.).Substantiate or provide relevant proof / Substantiate by providing a list of unique devices that will be included in this service.
Scoring matrix
Score / Description
1 / No list provided
3 / List of less than 5 devices provided
5 / List of 5 or more devices provided
2. / This solution must include full alignment and integration into SITA’s ITIL aligned service management processes. The applicable processes are Incident management, Problem management, Change management, Configuration management, Release management and Service level management.
Substantiate or provide relevant proof / Substantiate by: indicating your understanding of these processes and indicate how you would align to these external processes.
Scoring matrix:
Score / Description
1 / Cannot integrate into SITA’s ITIL aligned service management processes
3 / Can integrate into at least three of SITA’s ITIL aligned service management processes
5 / Can Integrate into all of SITA’s ITIL processes
3. / This solution must primarily utilise agent-less technology.
Substantiate or provide relevant proof / Substantiate by listing all devices that can be monitored and then indicate which of them will be agent-less
Scoring matrix:
Score / Description
1 / No list provided
3 / At least 60 % is agent-less
5 / At least 90 % is agent-less
4. / This solution must ensure that the load on the monitored devices and networks is less than 1%.
Substantiate or provide relevant proof / Substantiate by indicating your projected load and provide proof of measures
Scoring matrix:
Score / Description
1 / No indication of projected load
5 / Projected load of less than 1% indicated and proof of measure provided
5. / This solution must be able to dynamically determine what type of infrastructure devices are present and automatically discover the actual profiles of the infrastructure devices.
Substantiate or provide relevant proof / Substantiate by providing dynamic discovered profiles for each of the following infrastructure device profiles for the following: Switch, Server and Router.
Scoring matrix:
Score / Description
1 / Cannot dynamically discover profiles of infrastructure devices.
3 / Example profile of any combination between server, switch and router dynamically discovered profile is provided.
5 / One Example of all dynamically discovered profiles which are discovered for Switches, Servers and Routers.
6. / This solution must be able to dynamically determine network topology including downstream servers, printers and desktops.
Substantiate or provide relevant proof / Substantiate by providing a network topology drawn from the solution
Scoring matrix:
Score / Description
1 / No network topology provided
3 / Network topology provided with any network devices reflected
5 / Network topology provided with downstream servers, printers and desktops present
7. / This solution must include an intelligent decision engine to provide suggested actions to be taken based on the situation. (knowledge base)
Substantiate or provide relevant proof / Substantiate by providing method document on how to create and maintain the knowledge articles on the solution.
Scoring matrix:
Score / Description
1 / Method document not provided
5 / Relevant method document provided
8. / This solution must have the ability to monitor but not limited to the following network devices; routers, switches, wireless, radio equipment environmental monitoring and any other network device.
Substantiate or provide relevant proof / Substantiate by providing a list of all network devices that can be monitored.
Scoring matrix:
Score / Description
1 / List of network devices not provided
3 / List of network devices only includes routers, switches, wireless and radio equipment
4 / List of network devices includes routers, switches, wireless and radio equipment plus one additional device
5 / List of network devices includes routers, switches, wireless and radio equipment devices plus two additional devices.
9. / This solution must have the ability to monitor, but not limited to the following operating systems, Microsoft, Linux, Unix, AIX and SUN Solaris.
Substantiate or provide relevant proof / Substantiate by providing evidence (eg. sample profile or report) drawn from the monitoring solution that of all operating systems which can be monitored by your solution.
Scoring matrix:
Score / Description
1 / None of the required operating systems can be monitored.
3 / At least the operating systems Microsoft and Linux can be monitored and evidence is provided.
5 / All of the required operating systems (Microsoft, Linux, Unix, AIX and SUN Solaris) can be monitored and all evidence is provided.
10. / This solution must have the ability to monitor, but not limited to the following databases, SQL, Oracle, Adabas, and MySQL.
Substantiate or provide relevant proof / Substantiate by providing a list of all databases which can be monitored by your solution.
Scoring matrix:
Score / Description
1 / None of the required databases can be monitored.
3 / At least two of the Databases, i.e. SQL and MySQL can be monitored and evidence is provided
5 / All of the required databases (SQL, Oracle, Adabas, and MySQL) can be monitored and all evidence is provided.
11. / The solution must have additional monitoring capability related to services running on a specific device. This might include monitoring of access to log files, WMI and DLL calls.
Substantiate or provide relevant proof / Substantiate by: Providing a list of all services that can be monitored and also provide a configuration method document for this function.
Scoring matrix:
Score / Description
1 / List of services and configuration document not provided
3 / List of services or configuration method document provided.
5 / List of services and configuration method document provided.
12. / This solution must have the ability to diagnose an alert in real time in order to drill down to the exact infrastructure attribute causing the problem.
Substantiate or provide relevant proof / Substantiate by providing a drill down sample drawn from the solution
Scoring matrix:
Score / Description
1 / No drill down sample provided
3 / Drill down sample provided for switch or server or router
5 / Drill down sample provided for switch and server and router
13. / This solution must have the ability to execute predefined scripts or files in order to execute “self-healing” with the appropriate profiling for call logging into SITA’s current call logging system (ITSM7).
Substantiate or provide relevant proof / Substantiate by providing a sample list of predefined scripts and the configuration method document for this function.
Scoring matrix:
Score / Description
1 / No predefined scripts provided
3 / A least 3 predefined scripts provided
5 / More than 3 predefined scripts and configuration document provided.
ANNEXURE 1C: PRICING SCHEDULE
General price criteria conditions
Bidder will be bound by the following general price criteria conditions and SITA reserves the right to negotiate the conditions or automatically disqualify the bidder for not accepting these conditions. These conditions will form part of the signed contract/contractual obligation for the bidder. However, SITA reserves the right to include or waive the condition in the signed contract.