EMS Implementation Approach Document

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, ganesh.atreya@gcl.in

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Document Control

PROPERTIES
Property Circulation Classification Date of Creation Date of QA Description External Confidential 2nd April 2010 3rd April 2010

Doc Title Document Owner Prepared By Location

EMS Implementation Approach GCL-CSG GCL-CSG Chennai

Version 01D 01

Date

Author(s) GCL-CSG GCL-CSG

Revision Notes First Draft 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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EMS Implementation Approach Document

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 greater business 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. Consulting and Services Group | Aligning IT

EMS Implementation Approach Document

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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EMS Implementation Approach Document

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) R11 2. Unicenter Network and Systems Management R11 Active Directory Monitoring 3. CA Insight Performance Manager for Distributed Database

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EMS Implementation Approach Document

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, CA Self 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 Pack MS 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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EMS Implementation Approach Document

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. ii. Setting SPECTRUM to discovery Setting SPECTRUM to automatically populate descriptions of ports and interfaces from routers/switches. iii. iv. Discovery and demonstration of 10 Network devices as per inputs from customer. 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. iii. Create dynamic group for all critical devices. Create groups based on device type (switches, routers).

e. Alarm Notifications i. ii. Configuring Auto Notifications over E-mail Performance Monitoring: CPU, Memory, Bandwidth utilization, error rate, packet discards. iii. iv. f. Finalize on Message format of Alarms. Configuration of finalized Alarms.

Assets and Alarm reports using SPECTRUM i. ii. iii. Demonstrate various SRM reports. Asset Reports: Assets by Vendor, type; Connections report, etc. 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. ii. iii. Service Desk. NSM. eHealth.

h. Role-based user creation for One Click Client i. ii. iii. iv. Create a Read-Only user (operator license). Discuss the privileges required for operator or read-only user. Create a new role and add the privileges as required. 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 Consulting and Services Group | Aligning IT

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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. j. Creation of the 2D maps for real time monitoring and visualization. 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 Consulting and Services Group | Aligning IT

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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 the management 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 on firewalls 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 at off-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. Aligning IT

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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-based visualization 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 Summary
Investment Summary S.No. Item Description Man days Required 28 UoM Amount INR 1 Implementation of NSM R11.2 Manager only as per scope attached Implementation of Insite Database Monitor as per the Scope attached Implementation of Ehealth Performance Manager Starter Implementation of Spectrum Network Fault Manager Foundation Suite Implementation of IT Client Manager as per the scope attached Implementation of Service Desk as per the scope attached Man day 5000 140000 Total Cost

16

Man day

5000

80000

26

Man day

5000

130000

29

Man day

5000

145000

24

Man day

5000

120000

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 Aligning IT

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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

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