SITA Document R3.0f (Feb 2001) - etenders.gov.za 164… · Web viewSupply Chain Management. SITA...

State Information Technology Agency (SOC) LTDRegistration number 1999/001899/30

Request for information

You are hereby invited to submit a proposal for the requirements of the State Information Technology Agency

RFI number: RFI 1649/2017

Closing date: 01 December 2017

Closing time: 11:00 am

Description: Request for Information for Application Performance Monitoring for SITA

Responses may be posted to: Or Deposited in the bid box situated at:

Supply Chain ManagementSITA (SOC) Ltd SITA Head OfficeP O Box 26100 Tender Office, Pongola in Apollo, 459

Tsitsa Street,Monument Park Erasmuskloof, Pretoria0105 0181

Respondents should ensure that responses are delivered in time to the correct address. If the response is late, it will not be accepted for consideration. The bid box is generally accessible 24 hours a day, 7 days a week.

The following particulars must be furnished:

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Service provider/supplier:

Contact person

Telephone number

Fax number

E-mail address:

Postal address

physical address

On behalf of the service provider/supplier:

Signature Date

Position Name of bidder

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CONTENTS

General terms and conditions.................................................................................................41. Introduction...................................................................................................................42. Definitions.....................................................................................................................43. Acronyms, abbreviations and technical definitions..........................................................54. Confidentiality...............................................................................................................55. Precedence of documents...............................................................................................66. Language.......................................................................................................................77. Gender..........................................................................................................................78. Headings.......................................................................................................................79. The manner for submission of the RFI.............................................................................710. Instructions for submission of the RFI.............................................................................811. Oral presentations and briefing sessions.........................................................................912. Background information.................................................................................................9

12.1 Introduction.......................................................................................................................................912.2 Scope.................................................................................................................................................912.3 Required information:......................................................................................................................10

13. Evaluation criteria........................................................................................................10


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General terms and conditions

1. Introduction1.1 “SITA” is a company with limited liability duly incorporated in accordance with the

Companies Act of the Republic of South Africa, company registration number 1999/001899/07, and in terms of the State Information Technology Agency Act No. 88 of 1998 [Hereinafter referred to as “SITA Act”] as amended by Act 38 of 2002.

1.2 SITA is mandated in accordance with section 7(g) of the Act to render ICT services to government departments, and to act as the procurement agency of the Government.

1.3 SITA herewith invites respondents to provide information on Competency Assessment Tools for Information Technology (IT) Technical Jobs for SITA.

2. Definitions2.1 “RFI” - a request for information, which is a written official enquiry document

encompassing all the terms and conditions of the information in a prescribed or stipulated form.

2.2 “RFI response” - a written response in a prescribed form in response to an RFI.2.3 “Acceptable RFI” - any RFI, which, in all respects, complies with the specifications and

conditions of the RFI as set out in this document.2.4 “Vendors” - any enterprise, consortium or person, partnership, company, close

corporation, firm or any other form of enterprise or person, legal or natural, which has been invited by SITA to submit a bid in response to this RFI.

2.5 “Client” - Government departments, provincial and local administrations that participate in SITA procurement processes.

2.6 “Consortium” - several entities joining forces under an umbrella to gain a strategic collaborative advantage by combining their expertise, capital, efforts, skills and knowledge for the purpose of executing a tender.

2.7 “Goods” –any work, equipment, machinery, tools, materials or anything of whatever nature to be rendered to SITA or Government in terms of a bid.

2.8 “Hosting Partners” - companies who entered into an agreement with SITA in the areas of application management; application hosting, application service provision, and marketplace hosting are incorporated in this category.

2.9 “Internal Collaboration” - collaborative arrangements within a group of companies or within various strategic business units/subsidiaries/operating divisions in order to gain a strategic position whilst sharing resources, profits and losses as well as risks.

2.10 “Management” - in relation to an enterprise or business, means an activity inclusive of control, and performed on a daily basis, by any person who is a principal executive officer of the company, by whatever name that person may be designated, and whether or not that person is a director.

2.11 “Organ of State” - a constitutional institution defined in the Public Finance Management Act, Act 1 of 1999.


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2.12 “Person (s)” - a natural and/or juristic person (s).2.13 “Respondent” – any person (natural or juristic) who forwards an acceptable RFI in

response to this RFI with the intention of being the main contractor should the RFI be awarded to him.

3. Acronyms, abbreviations and technical definitions3.1 The following acronyms and abbreviations are used in this information and must be

similarly used in the information submitted in response and shall have the meaning ascribed thereto below.

Term AcronymsGITOC Government IT Officers CouncilICT Information and Communication TechnologyIMS Information Management SystemIS Information SystemsISO International Standards OrganizationIT Information TechnologyLAN Local Area NetworkOEM Original Equipment Manufacturer (see Brand owner, Legal entity)PPPFA Preferential Procurement Policy Framework ActRFI Request for InformationRSA Republic of South AfricaSITA State Information Technology Agency

4. Confidentiality4.1. The information contained in this document is of a confidential nature, and must

only be used for purposes of responding to this RFI. This confidentiality clause extends to all respondent(s) or associates whom you may decide to involve in preparing a response to this RFI.

4.2. For purposes of this process, the term “confidential information” shall include all technical and business information, including, without limiting the generality of the foregoing, all secret knowledge and information (including any and all financial, commercial, market, technical, functional and scientific information, and information relating to a party’s strategic objectives and planning and its past, present and future research and development), technical, functional and scientific requirements and specifications, data concerning business relationships, demonstrations, processes, machinery, know-how, architectural information, information contained in a party’s software and associated material and documentation, plans, designs and drawings and all material of whatever description, whether subject to or protected by copyright, patent or trademark, registered or un-registered, or otherwise disclosed or communicated before or after the date of this process.


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4.3. The receiving party shall not, during the period of validity of this process, or at any time thereafter, use or disclose, directly or indirectly, the confidential information of SITA (even if received before the date of this process) to any person whether in the employment of the receiving party or not, who does not take part in the performance of this process.

4.4. The receiving party shall take all such steps as may be reasonably necessary to prevent SITA’s confidential information coming into the possession of unauthorised third parties. In protecting the receiving party’s confidential information, SITA shall use the same degree of care, but no less than a reasonable degree of care, to prevent the unauthorised use or disclosure of the confidential information as the receiving party uses to protect its own confidential information.

4.5. Any documentation, software or records relating to confidential information of SITA, which comes into the possession of the receiving party during the period of validity of this process or at any time thereafter or which has so come into its possession before the period of validity of this process:

4.5.1 Shall be deemed to form part of the confidential information of SITA,4.5.2 Shall be deemed to be the property of SITA;4.5.3 Shall not be copied, reproduced, published or circulated by the receiving

party unless and to the extent that such copying is necessary for the performance of this process and all other processes as contemplated in; and

4.5.4 Shall be surrendered to SITA on demand, and in any event on the termination of the investigations and negotiations, and the receiving party shall not retain any extracts.

5. Precedence of documents5.1 This RFI consists of a number of sections. Where there is a contradiction in terms

between the clauses, phrases, words, stipulations or terms and herein referred to generally as stipulations in this RFI and the stipulations in any other document attached hereto, or the RFI submitted hereto, the relevant stipulations in this RFI shall take precedence.

5.2 Where this RFI is silent on any matter, the relevant stipulations addressing such matter and which appears in the SITA Procurement Policy and Procedures shall take precedence. RFI shall refrain from incorporating any additional stipulations in its RFI submitted in terms hereof other than in the form of a clearly marked recommendation that SITA may in its sole discretion elect to import or to ignore. Any such inclusion shall not be used for any purpose of interpretation unless it has been so imported or acknowledged by SITA.

5.3 It is acknowledged that all stipulations in the SITA Procurement Policy and Procedures are not equally applicable to all matters addressed in this RFI. It however remains the exclusive domain and election of SITA as to which of these stipulations are applicable and to what extent. The vendors are hereby acknowledging that the decision of SITA in


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this regard is final and binding. The onus to enquire and obtain clarity in this regard rests with the vendors. The vendors shall take care to restrict its enquiries in this regard to the most reasonable interpretations required to ensure the necessary consensus.

6. Language6.1 Responses shall be submitted in English.

7. Gender7.1 Any word implying any gender shall be interpreted to imply all other genders.

8. Headings8.1 Headings are incorporated into this RFI and submitted in response thereto, for ease of

reference only and shall not form part thereof for any purpose of interpretation or for any other purpose.

9. The manner for submission of the RFI9.1 Vendors shall submit RFI response in accordance with the prescribed manner of

submissions as specified below.9.2 Vendors shall submit one (1) original copy, 1 (one) hard copy and 1 (one)

electronic copy (on a single CD/DVD) in DOC or PDF format.9.3 The original copy must be signed IN INK by an authorised employee, agent or

representative of the respondent and initialised on each and every page of the information.

9.4 Respondents are requested to complete their responses in electronic format, in the spaces provided for answers within this document.

9.5 The CD / DVD must be marked with the responding organisation’s name and RFI number. The CD / DVD must be enclosed in a cover that is also marked with the responding organisation’s name and RFI number.

9.6 All additions to the information documents i.e. appendices, supporting documentation, photographs, technical specifications and other support documentation covering suggested solutions etc. shall be neatly bound as part of the schedule concerned. No product information or company profiles will be considered.

10. Instructions for submission of the RFI10.1 RFI responses must be submitted in a prescribed format herewith reflected as

Response Format, and be sealed in an envelope addressed as follows:

RFI number: 1649/2017

RFI description: Request for Information for Application Performance Monitoring for SITA


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Addressed to: Supply Chain ManagementSITA Head Office459 Tsitsa StreetErasmuskloofPretoria0105

10.2 Vendors shall submit information responses in accordance with the prescribed manner of submissions as specified above.

10.3 RFI Responses must be deposited into SITA’s Tender box on or before 01 December not later than 11h00 South African Time. The Tender Box is situated at the Tender Office, Pongola in Apollo, 459 Tsitsa Street, Erasmuskloof, Pretoria (Head Office).

10.4 The physical size of the RFI Response must be limited to 750mm x 300mm x 90mm as the Tender Box aperture cannot accommodate larger sizes.

10.5 All responses in this regard shall only be accepted if they have been placed in the tender box before or on the closing date and stipulated time.

10.6 RFI responses sent by post or courier must reach this office at least 36 hours before the closing date to be deposited into the information box. Failure to comply with this requirement will result in your information being treated as “late response” and will not be entertained. Such responses will be returned to the respective vendors.

10.7 No information shall be accepted by SITA if submitted in any manner other than as prescribed above.

10.8 SITA will not disqualify any vendor for purposes of this Request for Information.10.9 There will be NO PUBLIC OPENING of the RFI responses received and; however, the list

of bids received may be published on the SITA website.10.10 Unless specifically provided for in the information document, responses submitted by

means of telegram, telex, facsimile or similar means will not be considered.10.11 No response from any vendor with offices within the RSA will be accepted if sent via

the Internet or e-mail. However responses from international vendors with no office or representation in the RSA will be accepted if received via the Internet or E-mail before the closing date and time.

10.12 SITA will not be liable for any costs incurred by the respondents in the preparation of response to this RFI. The preparation of responses will be made without obligation to accept any of the suggestions included in any response, or to discuss the reasons why such suggestions were accepted or rejected.

10.13 Responses are non-binding on both SITA and the respondent.10.14 Respondents may respond only to selected parts of the document, should they choose

to do so.10.15 All questions in respect of this RFI must be forwarded to

[email protected] ;[email protected]


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11. Oral presentations and briefing sessions11.1 Vendors who respond to this RFI may be required to give an oral presentation.11.2 No briefing session will be held for this RFI.

12. Background information

12.1 IntroductionAs part of its mandate to Government, SITA has invested in an Application Performance Monitoring (APM) solution and is interested in understanding if there are better and more cost-effective mechanisms to better monitor and manage the applications being used by various Departments to deliver their services. To this end, SITA is considering the viability of adopting an alternate APM solution to achieve this objective. The primary requirements for the solution include;

The ability to have high-level/dashboard visibility on how all monitored applications are performing with the ability to drill-down to individual user transactions.

An end-to-end view of the components that contribute to the performance of critical applications, i.e. the desktop PC, the network and the associated application and database servers.

To receive proactive notifications of any application failures and the associated diagnostic information to assist in rapid fault resolution.

The ability to extract a wide scale of reports for the management of the applications. These reports will form the basis of SITA’s planning and communication with Departments on the performance and availability of critical applications.

Supporting the consolidation of multiple smaller Service Management Centres/Operation Centres into a single Application Performance Monitoring solution that itself integrates directly into SITA’s ITSM incident management framework.

The objective of this request for information (RFI) is to obtain information from industry regarding the available APM solutions and to ensure that SITA selects the most appropriate and economically viable option. The proposed RFI will validate SITA’s decision for the next 3-5 years.

12.2 ScopeThe scope of this RFI comprises the following –(1) Provide information regarding available end-to-end application performance monitoring

solutions to ensure that SITA can select the most appropriate and economically viable option;

(2) Provide responses and associated budgetary costs for the Procurement and Implementation of an end-to-end Application Performance Monitoring solution. The associated budgetary costs should also include maintenance and ad hoc support services to maintain the system at its full, functional and operational level.

12.3 Required information: Specification brochure or technical documentation indicating how the proposed

APM solution/product complies with the required mandatory technical specifications listed under point 13.2. N.B. All references made to each technical specification must be clearly highlighted in the documentation provided;

Copy of valid letter from the OEM or OSM indicating agreements and partnerships held between the bidder and OEM/OSM. The letter must indicate the following;

The bidder name The bidder is an OEM or OSM partner/vendor Date the partnership agreement was established


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Information stating that the partnership is valid at the time of bid Copy of the certification from the OEM or OSM for support resources that will be

assigned to SITA. Two (2) letters of affirmation from business or government customers to whom

the APM project/service was delivered. Each letter must be dated, signed and on a letterhead of the customer and indicate the following;

The customer company name and physical address Customer contact person’s name, telephone number and email address For a business customer, the company registration number as registered

with Companies and Intellectual Property Commission (CIPC) Project scope of work Product scope Project start and end date

Costing for the on-boarding of a new customer (as per the RFI costing/pricing model under point 13.3.1);

Costing for the training of 3 technical resources and 1 technical manager to ensure SITA has the knowledge and capability to maintain and support this technology. Specify according to classroom (off-site), in-house classroom (on-site) and over the shoulder training (as per the RFI costing/pricing model under point 13.3.2).

13. Evaluation criteria

13.1 OverviewThe following criteria will be used to evaluate the RFI responses. The evaluation criteria will assist SITA in selecting the most appropriate APM solution.

The evaluation criteria will be based on the following: The Gartner APM magic quadrant in which the technology resides; Costing for the on-boarding of a new customer (as per the RFI costing/pricing model

under point 13.3.1); Technical capability (as per the functional/technical specifications under point 13.2); Costing for the training of 3 technical resources and 1 technical manager to ensure SITA

has the knowledge and capability to maintain and support this technology. Specify the cost for classroom (off-site), in-house classroom training (on-site) and over the shoulder training (as per the RFI costing/pricing model under point 13.3.2);

Embedded value currently acquired/achieved through the implementation of the Dynatrace APM solution within SITA, e.g. SITA resource training, existing implementations and integrations). This will be used to reflect on the embedded value during final conclusion and decision making only.

Dynatrace APM Technology

Alternate Monitoring Solution 1



Score 1-3Score 1: Not included in APM quadrant; Score 2: included in APM quadrant; Score 3: Top of APM quadrantGartner APM Magic QuadrantScore 1: Most expensive customer on-boarding; Score 2: between most and least expensive customer on-boarding; Score 3: Least expensive customer on-boardingCosting (on-boarding new customer)Score 1: Less than 90% mandatory technical requirements met (< 90%); Score 2: equal to and greater than 90% mandatory technical requirements met (=> 90%); Score 3: 100% of mandatory technical requirements met (= 100%)Technical


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Dynatrace APM Technology




Score 1-3CapabilityScore 1: Most expensive SITA resource training; Score 2: between most and least expensive SITA resource training; Score 3: Least expensive SITA resource trainingTraining of SITA resourcesTotal

13.2 Functional/Technical SpecificationsThe Bidder and the APM solution must have the following mandatory functional/technical requirements;

13.2.1 Certification/Affiliation Requirements1. The bidder must provide full particulars regarding agreements and partnerships with

vendors for supplying Application Performance Monitoring (APM) products. Bidder to provide a copy of a valid letter from the OEM or OSM indicating such agreement or partnership (letter must include date partnership was established and information stating that the partnership is valid at the time of bid);

2. The bidder must have support resources that have completed official training from the relevant APM OEM. Bidder to provide a copy of the certification from the OEM or OSM obtained for support resources that will be assigned to SITA.

13.2.2 Bidder Experience and Capability Requirements1. The bidder must have provided the relevant APM solution to at least 2 customers during

the past five (5) years. The bidder must provide 2 letters of affirmation from business or government customers to whom the project or service was delivered. Each letter must be dated, signed and on a letterhead of the customer.The letter must include the customer company name and physical address; customer contact person name, telephone number and email address; project scope of work; product scope and project start and end date.

13.2.3 Bidder Compliance Requirements1. The bidder and software needs to comply with security standards around the protection

of sensitive information similar to those addressed through the Protection of Personal Information Act.

13.2.4 Product/Service Technical Requirements – Agent-Based Application Deep Dive Monitoring

The bidder must supply an APM solution with the following agent-based application deep dive monitoring capabilities. The bidder must provide specification brochure or technical documentation indicating how the proposed product/solution complies with these technical requirements. N.B. All references to application deep dive monitoring must be clearly highlighted in the documentation provided.

1. Agent-based monitoring must , at a minimum, be available for applications deployed on the Windows (7/8/8.1/10), Windows Server (2008/2012/2016), Linux, and IBM zOS operating;

2. The monitoring server must allow for deployment, at a minimum, on Windows and Linux and be deployable on virtualised infrastructure and support multiple database technologies for storage, e.g. MS SQL, Oracle and DB2;

3. Deep transaction monitoring must be supported, at a minimum, for .Net, JAVA, PHP, C/C++, Web Servers (Apache/Microsoft IIS/IBM HTTP Server/Oracle HTTP Server/NGINX);

4. Application databases that must be supported include IBM DB2, MS SQL Server, Oracle, ADO.Net and JDBC;

5. Provide HTML-based and service level management reporting out of the box;


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6. Provide a Web browser interface that supports multiple browsers, e.g. IE, Chrome, Edge, FireFox,etc.;

7. Provide ‘pre-configured’ monitoring / templates out of the box (to allow immediate monitoring after installation);

8. Provide an end-to-end view of the user/client interface through to web, application and database server with code-level and individual SQL query context;

9. Ensure that application transactions are captured without significant performance overhead;

10. Allow the grouping of user actions or transactions into user-defined business transactions;

11. Allow user transactions to be exported and shared with multiple stakeholders of the application e.g. Architecture/Development/Testing/Operations;

12. Notify users of incidents/events based on user-defined business rules or thresholds and provide notification of events visually, via email, and via SMS (via an internal SMS gateway or 3rd party external SMS gateway) and through integration into SITA’s ITSM incident management solution;

13. Initiate corrective actions (programs) when events occur;14. Provide role based security that can integrate with SITA’s LDAP server;15. The role based security of the product shall be configurable to allow the definition of

varying access levels across applications, functionality and gathered monitoring;16. Deployed agents should not require modification of the application code by developers

in order to monitor the application;17. Recognize and gather custom application metrics (counters) written to the Windows

registry;18. Provide an automated data aging mechanism and the ability to purge data points from

the database;19. Support at least 1000 server agents to be monitored at the same time within one

console;20. Allow configuration of port ranges for each network protocol user for transport of data

across firewalls;21. Notify a user when a monitored server cannot be contacted (network down, server

down, or agent service not executing);22. Recognize data patterns (as specified by configuration user) that are written to the

Windows Event log. (To allow users to instrument their applications such as writing condition codes to the event log) and incorporate these log entries as part of the monitored transaction;

23. Provide event notification when data patterns are found in the Windows Event log;24. Monitor ASCII files for occurrences of a specified string and provide event notifications

for events raised;25. Send and receive SNMP traps (for third party software integration);26. Provide a mechanism that allows the gathering of extended counters (metrics).

Extended metrics are metrics not collected in the Window Registry;27. Provide detailed insight into Oracle and SQL Server databases that includes locking,

long running queries, indexing and explain plans;28. Provide support for WMI and SSH.

13.2.5 Product/Service Technical Requirements – Application Aware Network Monitoring

The bidder must supply an APM solution with the following application aware network monitoring capabilities. The bidder must provide specification brochure or technical documentation indicating how the proposed product/solution complies with these technical requirements. N.B. All references to application aware network monitoring must be clearly highlighted in the documentation provided.

1. Help troubleshoot performance of networked applications;2. Quantify application service levels and network performance/utilization;3. Discover applications automatically and provide flexible options for configuring “home

grown” applications;4. Track application flows through the LAN/WAN infrastructure, and collect detailed

performance metrics;5. Report on application response times performing at desirable ranges;


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6. Report the top applications and the percent of network bandwidth they are consuming;7. Report on, and provide a breakdown of what protocols are utilizing the network

bandwidth;8. Be proactive to provide notification when response times are performing poorly and / or

deteriorating;9. Report application response times per application tier;10. Report network utilization by application;11. Report Application usage per monitored segment;12. Track overall network response time;13. Identify the number of users for a particular application (by server connection and by

conversation);14. Identify the location of users for a particular application;15. Measure ability of Network to support application traffic;16. Baseline current network utilization levels (by application, user and server);17. Characterise application traffic (i.e. Avg. response time, Traffic per measured interval,

Total users, Total servers, Total data transmitted);18. Identify all applications running on infrastructure (i.e. home-grown, commercial);19. Map traffic to specific Customer applications (i.e. by users, by servers);20. Identify "top application talkers" by conversation;21. Identify the number of conversations occurring at any time on the network (i.e. Total

conversations per application, Total conversation pairs);22. Identify critical applications to assist decision criteria on business impact (i.e. Number of

users, Total data transmitted per application);23. Identify non-mission critical traffic (i.e. by users, by application);24. Identify what users are executing what applications and when (i.e. by server, by

location, by data volume);25. Provide minimal effort to identify commercial and home grown applications (i.e. provide

for rapid definition of home grown application, and provide out-of-the-box capability for commercial applications);

26. Support VOIP (MOS, Jitter, Delay, Lost Packets);27. Provide monitoring and measurement of QOS;28. Support utilisation based reporting for network chargeback purposes;29. Provide network TCP Round Trip Time (RTT) statistics;30. Report on Lost Packet Rate;31. Provide web console for application performance management reporting & dashboards;32. Trend data (daily, weekly, monthly, quarterly, yearly);33. Provide robust reporting features (graphical/chart, tables/spreadsheet);34. Provide capacity-planning capability for monitored network segments via reporting

features (graphical/chart, tables/spreadsheet).

13.2.6 Product/Service Technical Requirements – Packet Capture/Network Sniffing Application Troubleshooting

The bidder must supply an APM solution with the following packet capture/network sniffing application troubleshooting capabilities. The bidder must provide specification brochure or technical documentation indicating how the proposed product/solution complies with these technical requirements. N.B. All references to application packet capture/network sniffing application trouble-shooting must be clearly highlighted in the documentation provided.

1. Predict end user response times based on deployed location and the number of deployed users;

2. Isolate root cause of performance problems (isolate application bottlenecks, isolate poor application transactions, identify poor threads/code);

3. Identify traffic patterns/flow;4. Highlight the impact of the application on the network and the network on the

application prior to rolling out the application into production;5. Capacity Planning with metrics in trend analysis, predictive analysis, base-lining,

performances reports, performance reporting real-time, SLA reporting (executive/manager/operational), interface and port performance reporting, latency (jitter, etc.), and protocol analysis reports;

6. Proactive detection of potential network performance faults and bases on thresholds;7. Identify current and potential issues through high-level, personalized business views.


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13.2.7 Product/Service Technical Requirements – End-User Experience MonitoringThe bidder must supply an APM solution with the following end user experience monitoring capabilities. The bidder must provide specification brochure or technical documentation indicating how the proposed product/solution complies with these technical requirements. N.B. All references to end-user experience monitoring must be clearly highlighted in the documentation provided.

1. At the very least the following types of applications should be supported: Web, Client/Server, Citrix, SAP, VOIP, Java, .NET, Remoting Services, WCF, 3270 emulation, Oracle ERP and SAP;

2. Ability to measure availability of critical transactions and applications;3. Ability to measure response times for specific transactions within an application;4. Ability to pinpoint the cause of an application performance issue i.e. is the contributing

factor due to the desktop PC, the network, the server or application;5. Ability to specify threshold values for response times and availability;6. Allow for flexible grouping of transactions by geographic location and application;7. Monitor application response times without developers having to modify the application

code;8. Allow availability monitoring of the following elements without any scripting, i.e. IP

address (range) port combination, URL, Web services, .Net remoting, e-mail, database query, LDAP, FTP, Ping, named ports.;

9. Ability to non-intrusively measure transactional performance for all users of a web-based or Oracle ERP and SAP applications;

10. Provide support for SSL;11. Ability to provide detailed diagnostic data captured automatically at the time that poor

performance is detected;12. Ability to distinguish performance between different browsers, different browser

versions and different mobile devices;13. Ability to effectively measure the customer experience, both from the perspective of the

environment under your control as well as from the outside-in;14. Allow for specialised reporting and analysis of interactive technologies and user

interactions which are not traditional “page loads” e.g. Ajax/Web 2.0 and Flash;15. Ability to provide troubleshooting and pinpointing information to help determine the

cause of a problem (e.g. application not available, poor response time). Bidder to list the types of troubleshooting and pinpointing information provided by the solution;

16. Ability of the solution to find the cause of a problem when performance thresholds are exceeded. Bidder to explain how the solution accomplishes this.

13.2.8 Product/Service Technical Requirements – Synthetic End User Experience Monitoring

The bidder must supply an APM solution with the following synthetic end user experience monitoring capabilities. The bidder must provide specification brochure or technical documentation indicating how the proposed product/solution complies with these technical requirements. N.B. All references to synthetic end user experience monitoring must be clearly highlighted in the documentation provided.

1. Provide recording/playback functionality for the scripting of user defined transactions across a myriad of application technologies including HTTP(s), SAP GUI, CITRIX, Mobile Web;

2. Ability to measure availability of critical transactions and applications (Web/Non-Web and Mobile Web) from multiple locations across a private network or public/internet locations;

3. Ability to measure response times for specific transactions within an application from multiple locations across a private network or public/internet locations;

4. Ability to pinpoint the cause of an application performance issue i.e. is the contributing factor due to the client, the network, the server or application;

5. Ability to specify threshold values for response times and availability with integrated alerting;


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6. Ability to capture and playback transactions. Bidder to describe the manner(s) in which transactions are captured and the methods of playback;

7. Ability to publish updated transaction scripts to remote agents. Bidder to describe how updated transaction scripts get published to remote agents.

13.3 Costing/Pricing Model

13.3.1 Product or Service PricingThe costing model below must be completed for the on-boarding of a new customer. The customer requirements are as follows:

Perform deep-dive (code level) monitoring of 3 Web servers, 3 .Net application servers and 1 database server. Solution must include dashboards/reporting views.

Perform end-user experience monitoring of 1 web-based application to perform fault domain isolation. This should include monitoring of the application traffic in order to determine which component in the datacentre is causing performance degradation. Solution must include dashboards/reporting views.

Costing must be based on the following: Maintenance of the above mentioned monitoring requirements. All hardware, software and proprietary license costs that will enable the above

mentioned monitoring requirements. Implementation and configuration of the above mentioned monitoring requirements. Training of the monitoring solution to 3 resources. Integration of the monitoring solution with SITA’s call logging system (ITSM9.1) to

enable automatic call logging for generated alerts. 1920 Professional services hours to provide support of the implemented monitoring

solution

No

Product/Service description Quantity License Cost(VAT excl.)

Implementation

(VAT excl.)

Maintenance Cost (3

years)(VAT excl.)

Total Cost (VAT excl.)

Monitoring Licenses for the customer monitoring requirements1.2.3.4.5.6.7.

Third Party Software and Hardware8.9.10.11.12.

Monitoring Solution Maintenance13. Monitoring licenses

maintenanceThird Party Maintenance

14. Third Party Hardware and Software maintenance

Service Provider Professional Services15. Implementation of the

identified customer monitoring requirements

1

16. Configuration of the 1


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No


Implementation

(VAT excl.)

Maintenance Cost (3

years)(VAT excl.)


identified customer monitoring requirements

17. Applicable hardware implementation and configuration

1

18. Professional service (support)

1920 hours

Training19. Monitoring solution

training of 3 resources1

Integration20. Integration of the

monitoring solution with SITA’s call logging system (ITSM9.1) to enable automatic call logging for generated alerts

1

21. SUBTOTAL (VAT Excl.)22. VAT (14%)23. SUBTOTAL (VAT Incl.)24. BID TOTAL (VAT Incl.)

13.3.2 Training PricingThe costing model below must be completed for the training of 3 technical resources and 1 technical manager to ensure SITA has the knowledge and capability to maintain and support this technology. Costing must be specified according to classroom training (off-site), in-house classroom training (on-site) and over the shoulder training.

No


Implementation

(VAT excl.)

Maintenance Cost (3

years)(VAT excl.)


SITA Technical Resource Training1. Classroom training (off-

site)3

resources

2. In-house classroom training (on-site)

3 resource

s3.

Over the shoulder training3

resources

SITA Technical Manager Training4. Classroom training (off-

site)1

resource5. In-house classroom

training (on-site)1

resource6. Over the shoulder training 1

resource7. SUBTOTAL (VAT Excl.)8. VAT (14%)9. SUBTOTAL (VAT Incl.)10. BID TOTAL (VAT Incl.)


RESTRICTED


SITA Document R3.0f (Feb 2001) - etenders.gov.za 164… · Web viewSupply Chain Management. SITA...

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Transcript of SITA Document R3.0f (Feb 2001) - etenders.gov.za 164… · Web viewSupply Chain Management. SITA...