Intermedium regularly advises its clients that an adverse audit finding nearly always prompts an agency to take remedial action. CenITex last week issued a request for tender (RFT) for operations monitoring and management tools after an audit last year criticised its lack of corporate service level agreements.
In December 2009, the medium reported on Victorian Auditor-General, Des Pearson’s findings that “at the end of its first year of operation, CenITex had not finalised an agreed memorandum of understanding (MOU) or specific corporate service level agreements”.
The RFT seeks a supplier to provide an integrated suite of Operations Monitoring and Management tools, including software, methodologies, documentation, training, implementation, support and maintenance.
CenITex, a shared services provider tasked with managing the ICT infrastructure of 15 Victorian Government departments and agencies, issued the RFT on 3 March and will receive applications until 8 April. Applications will be evaluated by May and contracts are due to commence in July 2010.
The department has been criticised for its ineffective and outdated ICT tools, processes and organisational structures employed since its creation in 2008, the result of a merging of the Victorian Shared Services Centre and the Information & Technology Services.
In his report, Portfolio Departments and Associated Entities: Results of the 2008–09 Audits, the Auditor-General recommended that “arrangements for the management of outsourced service providers should be in place, with timely monitoring of performance against these arrangements”.
The tender is part of a more proactive, organised and service-based outlook for CenITex, a broad realignment and reformation of the department’s direction, focussing on providing ICT solutions that minimise costs.
“Current approaches to service operations management within CenITex cannot keep up with the increasing complexity in Government ICT infrastructure. While CenITex customers are growing progressively more dependent on technology, the technology has grown too complex to effectively manage using traditional approaches,” states the tender document.
Amongst a broad scope of management reforms, CenITex will “…implement a new operations monitoring and management application platform to help integrate and automate operations centre management processes within the department’s Service Operations domain.”
As a result of these managerial realignments, the tender is calling upon contractors to provide solutions to the following ICT requirements (refer to the link below to access the complete tender documents for a more detailed outline of the tender requirements):
Generic Operations Monitoring and Management Platform Requirements:
- Provide a fully integrated single application set built under from unified architectural design, offering seamless common functions including workflow, process automation, event and alarm management, performance and availability management, correlation and root cause analysis, SLA and Business Service Management and reporting and analytics; and
- Support Event Correlation Alerting (ECA) integrations with the BMC Software Service Support solution to trigger automated creation of incidents, problems and changes based upon alarms, events, correlation and root cause analysis.
Business Service Management-Service Level Management
The solution must have:
- The ability to measure levels of service as related to business applications and defined business services (eg. a Web application hosting service; SQL Server Database hosting service);
- The process for defining Service Levels within the solution will need to be GUI based using an object-based point & click and/or wizard-driven method; and
- The solution will support creation and measurement against multiple sub-components (CIs) that are the subject of a Service Level Agreement.
- Monitor heterogeneous operating systems for both physical and virtual environments;
- The solution will offer both agent-based as well as agent-less options for monitoring server infrastructure and will be able to monitor non-SNMP devices (eg using WMI, Telnet, SSH etc); and
- Monitor multiple versions of the Microsoft Windows operating systems, Unix and Linux.
- Monitor multiple database servers and multiple versions of each server including Oracle, SQL Server, Sybase, DB2 UDB and MySQL;
- The solution will include a ‘hints & tips’ library with content on how to solve database problems or alternately facilitate integration with and access from within the solution to the Knowledge Base component of the BMC Software Service Support solution to achieve this functionality; and
- The library of ‘hints & tips will be editable and updated by users.
- Monitor multiple applications common to WoVG customers including: Lotus Notes, Microsoft Exchange, Internet mail, TRIM, Antivirus software and eDOCs.
- Collect data points on network traffic, monitor bandwidth utilisation and monitor the availability, health and performance of core networking services including but not limited to: DNS, DHCP, WINS, LDAP.
Enterprise Storage Monitoring
- Monitor and report on the status and integrity of any multipath connections;
- Support monitoring and correlate events across heterogeneous Storage Area Networks;
- Automate and perform root cause analysis across SAN infrastructure; and
- Automate and perform impact analysis that identifies the impact of SAN problems on associated infrastructure elements.
Dashboard Analytics and Reporting
- Provide the ability to configure to various individual user dashboard preferences. The database required to store the historical performance data shall be a standard SQL database.
Other requirements include solutions to needs related to Enterprise Backup Monitoring, Virtualisation Monitoring, VoIP Monitoring Facilities and Power Monitoring and End User Experience Monitoring.
CenITex will hold a briefing of the Operations Monitoring and Management Framework RFT in Melbourne on Friday March 12. For more details on the briefing as well as the complete RFT documents, click here.