FINANCIAL SERVICES BOARD

Transcription

1 ENTERPRISE SERVICE MANAGEMENT SOLUTION The following questions were received by the Financial Services Board (FSB) on bid FSB2016/17-T001 and are responded to accordingly: 1. Organisational 1.1. What are the Total number of Approximately 579 employees. employees at FSB (Permanent and Contract)? 1.2. Please confirm the number and location of sites and premises? We have 2 sites as follows: a. Head Office: Riverwalk Office Park, Block B and Block A 2nd Floor 41 Matroosberg Road (cnr. Garsfontein and Matroosberg Roads) b. Disaster Recovery, situated in Gauteng, within a radius of 100 kilometres from the office Please confirm the number and location of sites with Data Centre infrastructure? We have 2 sites as follows: a. Head Office: FSB T001 [V1 ISSUED 24 MAY 2016] Page 1 of 10

2 Riverwalk Office Park, Block B and Block A 2nd Floor 41 Matroosberg Road (cnr. Garsfontein and Matroosberg Roads) b. Disaster Recovery, situated in Gauteng, within a radius of 100 kilometres from the office Please provide an estimated number of employees serviced per site? 1.5. With regards to the Software license Pricing Model, would FSB prefer an Outright perpetual license purchase (CAPEX) or an annual Subscription (OPEX) model? 2. IT Environment 2.1. Please confirm the number of physical servers 2.2. Please confirm the number of virtual servers 579 in total 90 of those in Block A PIC Building. Annual Subscription Model is preferred FSB T001 [V1 ISSUED 24 MAY 2016] Page 2 of 10

3 2.3. Please confirm the number of a. Routers network devices (routers, switches, access point and 1. 2x Cisco 3400ME. other devices that need to be managed and monitored) 2. Cisco b. Switches 1. 2 x HP 5604zl x HP3500yl x DELL PC x DELL c. Firewalls 1. 4 x Cisco ASA x Cisco ASA x Checkpoint d. Load balancers/lc/ WAN Acceleration FSB T001 [V1 ISSUED 24 MAY 2016] Page 3 of 10

4 1. 2 x F5 Link Controller x F5 LTM (Load Balancers) XF5 LTM (Load Balancers) Please provide details of enterprise applications and architectures. a. Magic Applications b. Accpac c. CRM d. Oasis e. NuQ f. Vision g. MS Exchange h. Panorama i. Exclaim j. SharePoint k. Ibase l. LexisNexis m. Sabinet n. Respond o. Package: Pensions Fund Risks p. JutaStat 2.5. Please confirm the number a. Hypervisor FSB T001 [V1 ISSUED 24 MAY 2016] Page 4 of 10

5 and name of current b. AD management systems that c. System Centre need to be integrated with d. Solarwinds the solution. e. Netbotz f. Dell OMSA g. Dell SANHQ h. CommVault 2.6. Please confirm the number of help desk agents and service desk manager including managers of Configuration Items that need to access and logon to service desk Please confirm the number of IT staff that require access to logon to the service desk such as working on resolving incidents and problems, fulfilling service requests and implementing change requests (Permanent or Contractor). a. Helpdesk agents: 4; b. Service Desk Manager: 4; and c. Configuration Manager: 1. Approximately 55 employees will require access. FSB T001 [V1 ISSUED 24 MAY 2016] Page 5 of 10

6 2.8. Can the FSB share their This information will be shared with the winning bidder. current Magic HD licensing details in terms of number and type of license? 2.9. Does the 99.9% availability SLA apply to ITSM and Monitoring systems? Does the 99.9% availability SLA apply to 24 X 7 or 9 X 5 operating hours? How will system maintenance windows be factored into the SLA calculation? Is High-Availability required for the 2 solutions? Or will DR fail-over be sufficient for operational needs? How many non-production environments does FSB require in conjunction with No 99.9% applies to the monitoring system and 95% SLA for ITSM. It applies to 24x7 for monitoring solution and 9x5 operating hours for ITSM. SLA will include the calculation formulas with agreed upon exclusions and applicable penalties. High-Availability is required for the monitoring solution and fail over at DR for the ITSM operational needs - Our Non-production environment includes: a. Development; FSB T001 [V1 ISSUED 24 MAY 2016] Page 6 of 10

7 Production and DR? b. User Acceptance Testing (UAT); and 3. Please clarify and explain these requirements from the RFP document (Section references provided): Monitoring 4. Please clarify and explain these requirements from the RFP document (Section references provided): ITSM 3.1. Monitor data for service-level performance and availability monitoring using a dashboard that consolidates real-time monitoring data and historical data Must be able to monitor system resource availability assigned to all windows servers to prevent inaccessibility Fully integrated with the CMDB and Asset management tools. Which Asset management tools do FSB use? 4.2. The system must provide the functionality for routing of a document (either downwards c. Pre-production. The solution should provide real-time dashboard for performance and availability of systems with the ability to interrogate historical data (from bidder proposed tool) for comparison. The solution should provide a real-time dashboard for performance and availability of systems as per on page 25 of the bid. FSB currently use Norming version 6.0 asset management tool. This is for ITSM ability to upload service requests and Route cause analysis documents not applicable to the monitoring solution. FSB T001 [V1 ISSUED 24 MAY 2016] Page 7 of 10

8 or upwards escalation and uploading of documents. What documents are FSB referring to? Attachments? What does downward to upward escalation mean? 4.3. Intelligent integration with t hird party technologies Please elaborate on this requirement 4.4. Smooth coordination of major releases of hardware, software and associated documentation. Please elaborate on this requirement 4.5. Provide ICT SLA Web page. Please elaborate on this requirement The system should be able to integrate with other ITSM technologies with ease if there is a need for integration. The system should have release management capabilities for all Magic development releases within the FSB environment. SLA information should also be made through the FSB intranet page ITSM to provide the backend for this service. 5. Can you clarify that, the FSB is looking for an ON PREMISE Solution/tool for service desk/esm, which the FSB staff must be provided with training as well as learning material? Yes as per of the bid document this on-site support should also include maintenance and support for a period of 5 years by the awarded bidder Or is the FSB looking for an end to end managed service? Refer to and of the bid document. FSB T001 [V1 ISSUED 24 MAY 2016] Page 8 of 10

9 5.2. Does the FSB want to own the license and maintenance? Yes refer to and and Or would you prefer this be included under a managed service? Refer to and of the bid document. 6. With regards to your SaaS Are you able to clarify your thoughts Cloud solution is not part of our current requirements. around a cloud solution for your environment? 7. Kindly provide, the size and 7.1. Number servers? virtual Refer question 2. detail of the FSB environment? /physical 7.2. O/S Servers Running Windows 20 Server 2012 R2 Servers Running Windows Server 2008 R Databases SQL version Microsoft SQL 2008 R2 Enterprise. Microsoft SQL 2012 R2. Microsoft SQL 2014 R Network diagram The diagram will be provided to the winning bidder Network devices, make, Refer to answer in question 2.3 above. versions 7.6. List of applications Refer to answer in question 2.4 above. FSB T001 [V1 ISSUED 24 MAY 2016] Page 9 of 10

10 7.7. Storage number of SANS, Size 136TB in production and 120TB in the DR Site. 6 SANS Storage members for production and 2 SANS Storage members for DR environment. 8. Does the FSB currently have a CMDB? No. We are on an initial stage of building a CMDB in preparation for the ESM solution. 9. During the briefing session we asked if we could put in a bid for the Services required in Phase 1 and Phase 2 as a managed service rather than sell the product to FSB. Not a requirement for this tender. The benefits to FSB is that there would be no large capital outlay required and we would implement systems that have already been tried and tested with our current clients. On boarding would be easy as the systems are already in place. FSB T001 [V1 ISSUED 24 MAY 2016] Page 10 of 10