CSS ONEVIEW G-Cloud CA Nimsoft Monitoring Service Definition 01/04/2014 CSS Delivers
Contents Contents... 2 Executive Summary... 3 Document Audience... 3 Document Scope... 3 Information Assurance:... 3 Introduction... 4 CSS Company Overview... 4 CSSONEVIEW G-Cloud Service Offering... 5 Solution Overview... 5 Choosing your Monitoring... 9 Ping Monitoring Pack... 9 Server Monitoring Pack... 10 Application Monitoring Pack... 11 Network Monitoring Pack... 12 Response Monitoring... 13 Specialised Probes... 14 Support Levels... 14 Pricing Model... 15 Pricing Examples... 16 CSS CSSONEVIEW G-Cloud SLA s... 18 Agreement Stipulations... 18 Customer Prerequisites... 18 Glossary... 19 CSS 2014 2
Executive Summary Document Audience This document has an intended audience of prospective CSS CSSONEVIEW G-Cloud CA Nimsoft Monitoring customers, who require a hosted monitoring solution. Document Scope This document is intended to describe the CSS CSSONEVIEW G-Cloud CA Nimsoft service offering in a clear and concise manner. This will enable the prospective customer to make an informed decision based on their own unique requirements. Technologies Involved CSS CSSONEVIEW G-Cloud leverages CA Nimsoft NMS to provide comprehensive IT infrastructure monitoring. This can be achieved using agent or agentless polling at a network, server and application level. Information Assurance: The target Impact Level (IL) for this service is (IL3) CSS 2014 3
Introduction CSS Company Overview The modern IT service management function within an organisation should deliver quality, reliable service, manage risk and compliance, maximise return on investments, and accelerate business growth. The most effective way to achieve this is to fully understand your IT estate and be able to monitor and manage assets through the integration and automation of the entire service management function. CSS provides skilled resources to organisations for enterprise-wide Service Management. From the discovery of infrastructure and software through to provision of a consolidated real-time, view of your network, systems and applications, our core principle is that of manageability and noise reduction. CSS never loses its end user focus because we know that this is where we can add real value to your organisation. By integrating these systems we deliver efficiencies, cost savings and tangible business and operational value. We will design a solution for effective and efficient management of your infrastructure and data so no serious problem is ever overlooked, allowing you to be proactive with your customers and keeping you one step ahead. CSS follow industry best practice, including ITIL and Prince II, to ensure all of the work we deliver is of the highest standard. In addition to consultancy services, our configuration and deployment capability puts us in a unique position to provide vendor-standard and bespoke training and support across a number of technologies. With a deeper understanding of your business and the knowledge we bring around compliance, CSS can also develop and host a true managed service. cssdelivers.com CSS 2014 4
CSSONEVIEW G-Cloud Service Offering This section will discuss the complete CSSONEVIEW G-Cloud CA Nimsoft Monitoring service offering by CSS, broken down under logical headings. Solution Overview CSS will present a fully implemented, configured and managed monitoring service, based on scalable architecture design, using CA Nimsoft technologies. CSS will then work with you to configure operational, OS level, application and network monitoring for your entire IT estate Monitoring The CA Nimsoft Monitoring service will allow the customer to monitor their entire IT estate including servers, network devices, virtualisation hardware, storage devices and more. The customer will also be able to monitor their applications, to ensure peak operational performance is being achieved. Please see the Choosing your Monitoring section of this document for more details. SLAs SLA s can also be created for customers to monitor uptime/performance of business critical servers/services. These can be based over days, weeks and months and have a variety of calculation methods applied to them. Long duration SLAs can provide and overall picture of service achievement, to indicate what areas require additional resource or attention. Short term SLAs can be useful for engineers to keep a track of their systems and may help with troubleshooting bottlenecks. Reporting The solution contains an in-depth reporting tool (Unified Reporter) which enables the customer to create reports based on all performance and alarm data collected. These reports could contain top 10 bandwidth utilisation, mailbox sizes, cpu utilisation, energy consumption. Basically, any metrics which are being collected can be reported on. You can also use the reporting tool for capacity planning by projecting what the usage may be in the future, based on your current rates of increase/decrease. CSS 2014 5
Visibility All customers will have the ability to view the current status of their IT estate through a customisable Unified Monitoring Portal (Web front-end). They will be able to view multiple portal views including alarm consoles, dynamic performance graphs, list views, SLAs and reports Customers will be provided an address for accessing their core monitoring servers and Unified Monitoring Portal (Web front end) in the following format https://customer.cssoneview.com Fig 1.1 Multiple views in one portal: Fig 1.2 Example of SLA report (Top level) CSS 2014 6
Alarms Alarms will be automatically de-duplicated/correlated by host+message. Additional/advanced correlation can be achieved via the Alarm Server s script creation module, also included with this service. Customers also have the option of automatically acknowledging/removing clear alarms when systems return to a functioning state. Notification Customers will have the ability to notify of any outages via email, using auto operators. An SMTP relay is required on the customer s site to forward these notifications. Data Retention All data is stored in a single SQL Server Database. The data includes; Performance metrics of monitored devices, historical alarms, discovered devices and front-end web portal configuration. The customer s performance monitoring data will be held securely for up to 120 days and historical alarms for up to 90 days. This can be increased with associated storage costs. Retaining this data will enable the customer to run historical analysis on performance and availability of their systems. CSS 2014 7
Backup & Restore The customer s SQL Server DB will be backed up. Although this is not regarded operationally critical information and has no impact on the customer s existing platforms, the data is backed up on a one week rotation as per the table below: Backup Day Backup Type Day 1 Day 2 Day 3 Day 4 Day 5 Day 6 Day 7 Full Diff Diff Diff Diff Diff Diff The DB will additionally be backed up in full, before and after any product upgrades. In the unlikely event of DB corruption where it cannot be repaired, a restore will be performed using the latest full backup and rolling up to the latest available differential. Periodic backups are taken of the core configuration files. The files are also backed up before and after maintenance or upgrade procedures. These are unlikely to change on a frequent basis. High Availability All core components of the solution hosted by CSS are configured in a high availability environment using virtualisation technologies. This means if one or more virtualised or physical component fails, the solution will almost seamlessly continue to operate without any data loss. CSS 2014 8
Choosing your Monitoring There are currently five monitoring options or packs within the CSS CSSONEVIEW G-Cloud service to choose from; Ping, Server, Application, Network and Response. The monitoring packs are described below: Ping Monitoring Pack Monitoring Overview The Ping Monitoring pack enables customers to actively poll a network device or server for an up/down state and report a response time. This is performed via ICMP. In addition you have the ability to actively poll a device on specific TCP/UDP ports to ensure the service or application is available on a network level. For example, testing an SMTP relay replies on port 25, or SQL server replies on port 1433. Count up the network devices and servers in your environment to estimate how many of these packs you require. The Ping Monitoring Pack enables the most basic form of monitoring which should be applied to all IT infrastructure. Choosing this monitoring pack entitles the customer to the following monitoring probes: Probe Type Monitors Net_Connect Remote Node Availability via ICMP (Ping) Up/down TCP/UDP port testing CSS 2014 9
Server Monitoring Pack Monitoring Overview The Server Monitoring package enables customers to monitor a server at an OS level. The pack supports multiple operating systems including; Windows, Linux, Unix and iseries. Count up the servers in your environment to estimate how many of these packs you require. Packs are applied and billed on a per server basis You will not require the Server Monitoring pack if you choose the Application pack. By choosing this pack you will be able to perform the following: Monitor CPU, Disk and Memory of your servers Monitor Windows services and event logs Monitor Windows performance counters Monitor Unix, Linux and Windows server processes Monitor Syslog on UNIX and Linux servers + more Probes Probe Type Monitors RSP Remote CPU, Disk, Memory CDM Local CPU, Disk, Memory NTServices Local Windows Services NTEvl Local Windows Events Perfmon Local Windows performance Counters Processes Local Server Processes Logmon Local Server Syslog Dirscan Local Directory Scanning CSS 2014 10
Application Monitoring Pack Monitoring Overview The Application Monitoring package entitles the customer to monitor applications in granular detail using pre-packaged probes dedicated to their primary function of application monitoring. Count up the servers in your environment which require additional advanced application monitoring to estimate how many of these packs you require. Packs are applied and billed on a per server basis The Server Monitoring pack is included as part of this pack on a per server basis Probes In addition to the Server Monitoring Pack, the customer will be entitled to the following monitoring probes: Probe Type Monitors ADServer Local MS Active Directory Server SQLServer Local & Remote MS SQL Server Exchange_Monitor Local MS Microsoft Exchange IIS Local MS IIS Sharepoint Local MS SharePoint Hyperv VMWare Vcloud MYSQL Remote MS Hyper-V Remote VCentre / ESX Remote vcloud Director Remote MySQL Apache +Many More Local & Remote Apache HTTP Server These will be explicitly listed with the agreement. CSS 2014 11
Network Monitoring Pack Monitoring Overview Opting for the Network Monitoring package enables the customer to monitor a Network device in granular detail using pre-packaged probes dedicated to their primary function of Network device monitoring. Listening Daemons will also be available to interpolate SNMP Traps and Syslog messages. Count up the servers and network devices in your environment which require this level of monitoring to estimate how many of these packs you require. Probes Probe Type Monitors Interface_Traffic Net_Traffic Remote Interface Bandwidth, packets and state Remote Advanced Bandwidth Cisco_Monitor Local Cisco CPU, Memory, Fans, temperature, etc. Cisco_UCS Cisco_NXOS SAA_Monitor SNMPGET Remote Cisco Unified Computing Remote Cisco NXOS and MDS Remote Cisco IPSLA/SAA Remote Poll any SNMP enabled devices SNMPTD Local Receives SNMP Traps and interpolates into alarms SyslogGW Local Receives Syslogging and interpolates into alarms + Many More These will be explicitly listed with the agreement. CSS 2014 12
Response Monitoring Monitoring Overview Opting for the Response Monitoring package enables the customer to monitor a response time of services which they host. These may include Active Directory, DNS, NTP or websites response and content checking. Count up the appropriate platforms within your environment to estimate how many of these packs you require. Probes Probe Type Monitors SQL_Response Local/ Remote Customisable queries to MS SQL Server Exchange_Response Remote Email roundtrip times to/from MS Microsoft Exchange AD_Response Local/ Remote MS Active Directory response time and content LDAP_Response DNS_Response NTP_Response Email_response URL_Response Remote LDAP Response times and content Remote DNS Response times and content Remote NTP Response times and content Remote Internet mail service response Remote URL response and content + Many More These will be explicitly listed with the agreement. CSS 2014 13
Specialised Probes Monitoring Overview There are some probes which do not feature in the standard monitoring packs listed. The SAP probe for example is regarded as a specialised probe and is billed at a separate rate. The Netflow probe would also fall into this category. Please contact CSS and challenge us to monitor your environment.. cssdelivers.com Support Levels CSS incorporates a single support level for all customers. Gold Standard CSS will perform the following: 24/7 telephone support of your monitoring platform* Update your core monitoring platform. Upgrade of monitoring probes when appropriate. Yearly Nimsoft Monitoring Solution health check 2 PS days per year. *Error/Problem reporting, NOT including how to scenarios. CSS 2014 14
Pricing Model Overview The CSS G-Cloud CSSONEVIEW service works on an annual subscription model. 1. Decide your subscription length; One, two, or three years 2. Specify the quantity of *unique nodes you are monitoring 3. Specify the quantity of each monitoring pack you require 4. Follow the pricing guides to get an idea of cost *Unique Nodes How many unique devices the customer is monitoring. This is usually the same as the Ping Pack quantity unless otherwise stated. Yearly Subscription Fees The yearly subscription fee covers CSS hosting, configuring, managing and supporting the CSS CSSONEVIEW G-Cloud CA Nimsoft service. Subscription Fee One year subscription (PCM) Two year subscription (PCM) <400 Unique Nodes 1,650 1,500 <800 Unique Nodes 2,500 2,250 <1600 Unique Nodes 3,500 3,150 >1600 Unique Nodes TBD TBD Monitoring Pack Subscription - Per Device/Server/Platform: Monitoring Packs One year subscription (PCM) Two year subscription (PCM) Ping Monitoring 1.40 1.26 Server Monitoring 19.50 17.55 Application Monitoring 32.50 29.25 Response Monitoring 113.00 101.70 Network Monitoring 6.50 5.85 Storage Pack 3.10 2.79 Citrix XenDesktop 1.30 1.17 CSS 2014 15
SAP 370.00 333.00 Pricing Examples Small-size Organisation 1 Year Subscription Including Ping, Server and Application Monitoring Packs UNIQUE NODES SUBSCRIPTION LENGTH COST (PCM) <400 1 Year 1,650.00 MONITORING PACKS QUANTITY UNIT COST SUBSCRIPTION LENGTH COST (PCM) Ping Monitoring Server Monitoring Application Monitoring 250 x 1.40 x 1 year 350.00 200 x 19.50 x 1 year 3,900.00 10 x 32.50 x 1 year 325.00 TOTAL PER MONTH 6,225.00 Midsized Company 2 Year Subscription Including Ping, Server, Application and Network Monitoring Packs UNIQUE NODES SUBSCRIPTION LENGTH COST (PCM) <800 2 Years 2,250 MONITORING PACKS QUANTITY UNIT COST SUBSCRIPTION LENGTH COST (PCM) Ping Monitoring Server Monitoring Application Monitoring 700 x 1.26 x 2 882.00 600 x 17.55 x 2 10,530 20 x 29.25 x 2 585 CSS 2014 16
Network Monitoring TOTAL PER MONTH 50 x 5.85 x 2 279 14,526.00 CSS 2014 17
CSS CSSONEVIEW G-Cloud SLA s The CSS CSSONEVIEW Cloud Service offering aims to achieve an availability of 99.7% This will be monitored using an isolated CA Nimsoft CCS Cloud Monitoring implementation. SLA s attainment figures will be available to the customer on the CSS UMP Portal (Web front-end). Agreement Stipulations Customers may not, unless directed explicitly by CSS, modify the Data_Engine probe configuration Customers may not, unless directed explicitly by CSS, modify the NAS -> NIS Bridge configuration Customers may not, unless directed explicitly by CSS, modify the Hub probe configuration Customer Prerequisites 1x dedicated server on customer network to communicate with the CSSONEVIEW G- Cloud CA Nimsoft Monitoring service. This can be Virtual/Physical, Windows/Linux. For larger implementations or implementations with multiple networks, multiple monitoring servers will be required in the customer s network. Customer requires an SMTP relay contactable via their Relay server in order to receive email notification alerts. CSS 2014 18
Glossary Term Operational Level Monitoring Node Target Description Up and down status monitoring usually via ICMP Network device or Server URL/Application/Connection in conjunction with response probes CSS 2014 19