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10.4. System Monitoring - FTP Directory Listing

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10.4. System Monitoring - FTP Directory Listing Powered By Docstoc
					Technical Scope of Work
             Vodafone Egypt SOW
      Vodafone Egypt E2E Solution


                  20 February 2013
                       Version: 1.0

                André Esterhuysen
                 +27 (11) 575 3016
                 +27 (11) 576 3016
  andre.esterhuysen@za.didata.com
                                                                                                    SOW: Vodafone Egypt E2E Solution
PRODUCT REQUIREMENT SPECIFICATION 0.A



                                        Document Control


                                        P re pa r at i on

                                         Action                    Name                             Date


                                         Prepared by:              Andre Esterhuysen                18 May 2009




                                        Re le a se

                                         Rev       Date            Sections Affected                Remarks
                                                   Released


                                         1.0       18 May 2009     All                              Document created




                                        Di st rib ut io n L is t

                                         Name                      Organisation                     Title


                                         Bahnacy Saeid             VAS Egypt                        Project Manager


                                         Mahmoud Mounir            Vodafone Egypt                   Project Manager


                                         Mark Peters               Dimension Data                   Project Manager


                                         Andre Esterhuysen         Dimension Data                   Solution Architect




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                                        Table of Contents
                                        Document Control ................................................................................................................ 2
                                        1.     Introduction ...............................................................................................................    13
                                               1.1. Project Overview ................................................................................................          13
                                               1.2. Purpose .............................................................................................................      13
                                               1.3. Scope ................................................................................................................     13
                                               1.4. Scope definition process ....................................................................................              14
                                        2.     Product to Business Relationship ............................................................................ 15
                                               2.1. Business Requirements ...................................................................................... 15
                                        3.     The    Envisioned Solution ...........................................................................................          16
                                               3.1.    Concept .............................................................................................................   16
                                               3.2.    Architecture .......................................................................................................    17
                                               3.3.    Monitoring Scope Overview ................................................................................              18
                                        4.     NetworkVantage ........................................................................................................ 19
                                        5.     Billing Rating ............................................................................................................     21
                                               5.1. Service Model Framework ..................................................................................                 21
                                               5.2. Transaction monitoring .......................................................................................             26
                                               5.3. Diagnostic tools..................................................................................................         26
                                               5.4. System Monitoring ..............................................................................................           26
                                               5.5. Log file Analysis .................................................................................................        27
                                               5.6. Custom Monitoring Scripts ..................................................................................               27
                                                      rd
                                               5.7. 3 Party Alert Monitoring ....................................................................................              27
                                               5.8. DB Monitoring ....................................................................................................         27
                                               5.9. Network SPAN Requirements .............................................................................                    28
                                               5.10. Network Monitoring Requirements ......................................................................                    28
                                               5.11. Storage Monitoring .............................................................................................          28
                                               5.12. Receivables .......................................................................................................       28
                                               5.13. Assumptions & Dependencies The following assumptions apply for the delivery
                                                     phase of “Billing Rating”: ....................................................................................           28
                                               5.14. Extended Monitoring Capabilities ........................................................................                 29
                                               5.15. Application Discovery Management ....................................................................                     29
                                               5.16. Change Management .........................................................................................               29
                                        6.     Billing Online ............................................................................................................     30
                                               6.1. Service Model Framework ..................................................................................                 30
                                               6.2. Transaction monitoring .......................................................................................             34
                                               6.3. Diagnostic tools..................................................................................................         34
                                               6.4. System Monitoring ..............................................................................................           36
                                               6.5. Log file Analysis .................................................................................................        36
                                               6.6. Custom Monitoring Scripts ..................................................................................               36
                                                      rd
                                               6.7. 3 Party Alert Monitoring ....................................................................................              36
                                               6.8. DB Monitoring ....................................................................................................         36
                                               6.9. Network SPAN Requirements .............................................................................                    37
                                               6.10. Network Monitoring Requirements ......................................................................                    37
                                               6.11. Storage Monitoring .............................................................................................          37
                                               6.12. Receivables .......................................................................................................       37
                                               6.13. Assumptions & Dependencies .............................................................................                  38
                                               6.14. Extended Monitoring Capabilities ........................................................................                 38
                                               6.15. Application Discovery Management ....................................................................                     38
                                               6.16. Change Management .........................................................................................               39
                                        7.     Billing Risk Management ..........................................................................................              40
                                               7.1. Service Model Framework ..................................................................................                 40
                                               7.2. Transaction monitoring .......................................................................................             43
                                               7.3. Diagnostic tools..................................................................................................         44
                                               7.4. System Monitoring ..............................................................................................           45

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                                              7.5.    Log file Analysis .................................................................................................      46
                                              7.6.    Custom Monitoring Scripts ..................................................................................             46
                                                       rd
                                              7.7.    3 Party Alert Monitoring ....................................................................................            46
                                              7.8.    DB Monitoring ....................................................................................................       46
                                              7.9.    Network SPAN Requirements .............................................................................                  46
                                              7.10.   Network Monitoring Requirements ......................................................................                   46
                                              7.11.   Storage Monitoring .............................................................................................         46
                                              7.12.   Receivables .......................................................................................................      46
                                              7.13.   Assumptions & Dependencies .............................................................................                 47
                                              7.14.   Extended Monitoring Capabilities ........................................................................                47
                                              7.15.   Application Discovery Management ....................................................................                    48
                                              7.16.   Change Management .........................................................................................              48
                                        8.    Data Warehouse ........................................................................................................          49
                                              8.1. Service Model Framework ..................................................................................                  49
                                              8.2. Transaction monitoring .......................................................................................              52
                                              8.3. Diagnostic tools..................................................................................................          53
                                              8.4. System Monitoring ..............................................................................................            55
                                              8.5. Log file Analysis .................................................................................................         55
                                              8.6. Custom Monitoring Scripts ..................................................................................                55
                                                     rd
                                              8.7. 3 Party Alert Monitoring ....................................................................................               55
                                              8.8. DB Monitoring ....................................................................................................          55
                                              8.9. Network SPAN Requirements .............................................................................                     56
                                              8.10. Network Monitoring Requirements ......................................................................                     56
                                              8.11. Storage Monitoring .............................................................................................           56
                                              8.12. Receivables .......................................................................................................        56
                                              8.13. Assumptions & Dependencies .............................................................................                   57
                                              8.14. Extended Monitoring Capabilities ........................................................................                  57
                                              8.15. Application Discovery Management ....................................................................                      58
                                              8.16. Change Management .........................................................................................                58
                                        9.    DWH     Revenue Assurance ..........................................................................................             59
                                              9.1.    Service Model Framework ..................................................................................               60
                                              9.2.    Transaction monitoring .......................................................................................           62
                                              9.3.    Diagnostic tools..................................................................................................       63
                                              9.4.    System Monitoring ..............................................................................................         64
                                              9.5.    Log file Analysis .................................................................................................      64
                                              9.6.    Custom Monitoring Scripts ..................................................................................             65
                                                       rd
                                              9.7.    3 Party Alert Monitoring ....................................................................................            65
                                              9.8.    DB Monitoring ....................................................................................................       65
                                              9.9.    Network SPAN Requirements .............................................................................                  65
                                              9.10.   Network Monitoring Requirements ......................................................................                   65
                                              9.11.   Storage Monitoring .............................................................................................         65
                                              9.12.   Receivables .......................................................................................................      65
                                              9.13.   Assumptions & Dependencies .............................................................................                 66
                                              9.14.   Extended Monitoring Capabilities ........................................................................                66
                                              9.15.   Application Discovery Management ....................................................................                    67
                                              9.16.   Change Management .........................................................................................              67
                                        10.   E2E Monitoring for CTI/IVR ....................................................................................... 68
                                              10.1. Service Model Framework .................................................................................. 68
                                              10.2. Transaction monitoring – Keynote Sigos SITE ..................................................... 71
                                                      10.2.1.     Requirements ................................................................................................. 71
                                                      10.2.2.     Test Steps Scenario 1 (Test Case “VAS_CheckIVR_Platform”) .......................... 73
                                                      10.2.3.     Test Steps Scenario 2 (Test Case “VAS_CheckIVR_Platform_CC Agent”) ........... 74
                                                      10.2.4.     Measurements (KPIs) ...................................................................................... 75
                                                      10.2.5.     Test Case Parameter ...................................................................................... 76
                                              10.3. Diagnostic tools.................................................................................................. 76
                                              10.4. System Monitoring .............................................................................................. 76
                                                      10.4.1.     Microsoft MOM/SCOM ..................................................................................... 78
                                                      10.4.2.     HP Open View for UNIX Servers ...................................................................... 78

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                                              10.5. Log file Analysis .................................................................................................   78
                                              10.6. Custom Monitoring Scripts ..................................................................................          79
                                                     rd
                                              10.7. 3 Party Alert Monitoring ....................................................................................         79
                                              10.8. DB Monitoring ....................................................................................................    79
                                              10.9. Network SPAN Requirements .............................................................................               79
                                              10.10.         Network Monitoring Requirements .........................................................                    84
                                              10.11.         Storage Monitoring ................................................................................          85
                                              10.12.         Receivables ..........................................................................................       85
                                              10.13.         Assumptions & Dependencies ...............................................................                   85
                                              10.14.         Extended Monitoring Capabilities ...........................................................                 85
                                              10.15.         Application Discovery Management .......................................................                     85
                                              10.16.         Change Management ............................................................................               86
                                        11.   ERP-Oracle Financials ..............................................................................................        87
                                              11.1. Service Model Framework ..................................................................................            88
                                              11.2. Transaction monitoring .......................................................................................        91
                                              11.3. Diagnostic tools..................................................................................................    91
                                              11.4. System Monitoring ..............................................................................................      92
                                              11.5. Log file Analysis .................................................................................................   93
                                              11.6. Custom Monitoring Scripts ..................................................................................          93
                                                     rd
                                              11.7. 3 Party Alert Monitoring ....................................................................................         93
                                              11.8. DB Monitoring ....................................................................................................    93
                                              11.9. Network SPAN Requirements .............................................................................               93
                                              11.10.         Network Monitoring Requirements .........................................................                    94
                                              11.11.         Storage Monitoring ................................................................................          94
                                              11.12.         Receivables ..........................................................................................       94
                                              11.13.         Assumptions & Dependencies ...............................................................                   94
                                              11.14.         Extended Monitoring Capabilities ...........................................................                 95
                                              11.15.         Application Discovery Management .......................................................                     95
                                              11.16.         Change Management ............................................................................               95
                                        12.   ERP-BPM ................................................................................................................... 96
                                              12.1. Service Model Framework .................................................................................. 96
                                              12.2. Transaction monitoring ....................................................................................... 99
                                              12.3. Diagnostic tools.................................................................................................. 99
                                              12.4. System Monitoring .............................................................................................100
                                              12.5. Log file Analysis ................................................................................................100
                                              12.6. Custom Monitoring Scripts .................................................................................101
                                                     rd
                                              12.7. 3 Party Alert Monitoring ...................................................................................101
                                              12.8. DB Monitoring ...................................................................................................101
                                              12.9. Network SPAN Requirements ............................................................................101
                                              12.10.         Network Monitoring Requirements ........................................................101
                                              12.11.         Storage Monitoring ...............................................................................101
                                              12.12.         Receivables .........................................................................................102
                                              12.13.         Assumptions & Dependencies ..............................................................102
                                              12.14.         Extended Monitoring Capabilities ..........................................................102
                                              12.15.         Application Discovery Management ......................................................103
                                              12.16.         Change Management ...........................................................................103
                                        13.   ERP-GIS ....................................................................................................................104
                                              13.1. Service Model Framework .................................................................................105
                                              13.2. Transaction monitoring ......................................................................................107
                                              13.3. Diagnostic tools.................................................................................................107
                                              13.4. System Monitoring .............................................................................................108
                                              13.5. Log file Analysis ................................................................................................108
                                              13.6. Custom Monitoring Scripts .................................................................................108
                                                     rd
                                              13.7. 3 Party Alert Monitoring ...................................................................................108
                                              13.8. DB Monitoring ...................................................................................................108
                                              13.9. Network SPAN Requirements ............................................................................109
                                              13.10.          Network Monitoring Requirements ........................................................109
                                              13.11.          Storage Monitoring ...............................................................................109
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                                              13.12.             Receivables .........................................................................................109
                                              13.13.             Assumptions & Dependencies ..............................................................109
                                              13.14.             Extended Monitoring Capabilities ..........................................................109
                                              13.15.             Application Discovery Management ......................................................110
                                              13.16.             Change Management ...........................................................................110
                                        14.   ERP-Commissioning ................................................................................................111
                                              14.1. Service Model Framework .................................................................................111
                                              14.2. Transaction monitoring ......................................................................................115
                                              14.3. Diagnostic tools.................................................................................................116
                                              14.4. System Monitoring .............................................................................................117
                                              14.5. Log file Analysis ................................................................................................117
                                              14.6. Custom Monitoring Scripts .................................................................................117
                                                     rd
                                              14.7. 3 Party Alert Monitoring ...................................................................................117
                                              14.8. DB Monitoring ...................................................................................................117
                                              14.9. Network SPAN Requirements ............................................................................118
                                              14.10.         Network Monitoring Requirements ........................................................118
                                              14.11.         Storage Monitoring ...............................................................................118
                                              14.12.         Receivables .........................................................................................118
                                              14.13.         Assumptions & Dependencies ..............................................................119
                                              14.14.         Extended Monitoring Capabilities ..........................................................119
                                              14.15.         Application Discovery Management ......................................................119
                                              14.16.         Change Management ...........................................................................120
                                        15.   ERP – POS (Win Cash) .............................................................................................121
                                              15.1. Service Model Framework .................................................................................121
                                              15.2. Transaction monitoring ......................................................................................123
                                              15.3. Diagnostic tools.................................................................................................124
                                              15.4. System Monitoring .............................................................................................124
                                              15.5. Log file Analysis ................................................................................................124
                                              15.6. Custom Monitoring Scripts .................................................................................124
                                                     rd
                                              15.7. 3 Party Alert Monitoring ...................................................................................124
                                              15.8. DB Monitoring ...................................................................................................124
                                              15.9. Network SPAN Requirements ............................................................................125
                                              15.10.         Network Monitoring Requirements ........................................................125
                                              15.11.         Storage Monitoring ...............................................................................125
                                              15.12.         Receivables .........................................................................................125
                                              15.13.         Assumptions & Dependencies ..............................................................126
                                              In order to be able to monitor all 47 POS locations, we require to have 47 PC’s (one in
                                                    each location). These PC’s will act as an end user making selected transactions. 126
                                              The number of monitored sites, is dep endent on the number of PC’s available. ...........126
                                              15.14.         Extended Monitoring Capabilities ..........................................................126
                                              15.15.         Application Discovery Management ......................................................126
                                              15.16.         Change Management ...........................................................................127
                                        16.   Internet – Website ....................................................................................................128
                                              16.1. Service Model Framework .................................................................................128
                                              16.2. Transaction monitoring ......................................................................................131
                                              16.3. Diagnostic tools.................................................................................................132
                                              16.4. System Monitoring .............................................................................................133
                                              16.5. Log file Analysis ................................................................................................133
                                              16.6. Custom Monitoring Scripts .................................................................................133
                                                     rd
                                              16.7. 3 Party Alert Monitoring ...................................................................................134
                                              16.8. DB Monitoring ...................................................................................................134
                                              16.9. Network SPAN Requirements ............................................................................134
                                              16.10.         Network Monitoring Requirements ........................................................134
                                              16.11.         Storage Monitoring ...............................................................................134
                                              16.12.         Receivables .........................................................................................135
                                              16.13.         Assumptions & Dependencies ..............................................................135
                                              16.14.         Extended Monitoring Capabilities ..........................................................136
                                              16.15.         Application Discovery Management ......................................................136
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                                              16.16.              Change Management ...........................................................................136
                                        17.   Internet – Live ..........................................................................................................137
                                              17.1. Service Model Framework .................................................................................137
                                              17.2. Transaction monitoring ......................................................................................140
                                              17.3. Diagnostic tools.................................................................................................141
                                              17.4. System Monitoring .............................................................................................141
                                              17.5. Log file Analysis ................................................................................................141
                                              17.6. Custom Monitoring Scripts .................................................................................141
                                                     rd
                                              17.7. 3 Party Alert Monitoring ...................................................................................141
                                              17.8. DB Monitoring ...................................................................................................142
                                              17.9. Network SPAN Requirements ............................................................................142
                                              17.10.         Network Monitoring Requirements ........................................................142
                                              17.11.         Storage Monitoring ...............................................................................142
                                              17.12.         Receivables .........................................................................................142
                                              17.13.         Assumptions & Dependencies ..............................................................143
                                              17.14.         Extended Monitoring Capabilities ..........................................................143
                                              17.15.         Application Discovery Management ......................................................144
                                              17.16.         Change Management ...........................................................................144
                                        18.   Internet – Extranet ...................................................................................................145
                                              18.1. Service Model Framework .................................................................................145
                                              18.2. Transaction monitoring ......................................................................................149
                                              18.3. Diagnostic tools.................................................................................................149
                                              18.4. System Monitoring .............................................................................................151
                                              18.5. Log file Analysis ................................................................................................151
                                              18.6. Custom Monitoring Scripts .................................................................................151
                                                     rd
                                              18.7. 3 Party Alert Monitoring ...................................................................................151
                                              18.8. DB Monitoring ...................................................................................................151
                                              18.9. Network SPAN Requirements ............................................................................152
                                              18.10.         Network Monitoring Requirements ........................................................152
                                              18.11.         Storage Monitoring ...............................................................................152
                                              18.12.         Receivables .........................................................................................152
                                              18.13.         Assumptions & Dependencies ..............................................................153
                                              18.14.         Extended Monitoring Capabilities ..........................................................153
                                              18.15.         Application Discovery Management ......................................................154
                                              18.16.         Change Management ...........................................................................154
                                        19.   Internet – ePayment .................................................................................................155
                                              19.1. Service Model Framework .................................................................................155
                                              19.2. Transaction monitoring ......................................................................................158
                                              19.3. Diagnostic tools.................................................................................................159
                                              19.4. System Monitoring .............................................................................................161
                                              19.5. Log file Analysis ................................................................................................161
                                              19.6. Custom Monitoring Scripts .................................................................................161
                                                     rd
                                              19.7. 3 Party Alert Monitoring ...................................................................................161
                                              19.8. DB Monitoring ...................................................................................................161
                                              19.9. Network SPAN Requirements ............................................................................162
                                              19.10.         Network Monitoring Requirements ........................................................162
                                              19.11.         Storage Monitoring ...............................................................................162
                                              19.12.         Receivables .........................................................................................162
                                              19.13.         Assumptions & Dependencies ..............................................................163
                                              19.14.         Extended Monitoring Capabilities ..........................................................163
                                              19.15.         Application Discovery Management ......................................................164
                                              19.16.         Change Management ...........................................................................164
                                        20.   ADSL Pro ..................................................................................................................165
                                              20.1. Service Model Framework .................................................................................165
                                              20.2. Transaction monitoring ......................................................................................168
                                              20.3. Diagnostic tools.................................................................................................169
                                              20.4. System Monitoring .............................................................................................170

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                                              20.5. Log file Analysis ................................................................................................170
                                              20.6. Custom Monitoring Scripts .................................................................................170
                                                     rd
                                              20.7. 3 Party Alert Monitoring ...................................................................................171
                                              20.8. DB Monitoring ...................................................................................................171
                                              20.9. Network SPAN Requirements ............................................................................171
                                              20.10.         Network Monitoring Requirements ........................................................171
                                              20.11.         Storage Monitoring ...............................................................................172
                                              20.12.         Receivables .........................................................................................172
                                              20.13.         Assumptions & Dependencies ..............................................................172
                                              20.14.         Extended Monitoring Capabilities ..........................................................173
                                              20.15.         Application Discovery Management ......................................................173
                                              20.16.         Change Management ...........................................................................173
                                        21.   Internet – ADSL Portal .............................................................................................174
                                              21.1. Service Model Framework .................................................................................174
                                              21.2. Transaction monitoring ......................................................................................177
                                              21.3. Diagnostic tools.................................................................................................177
                                              21.4. System Monitoring .............................................................................................179
                                              21.5. Log file Analysis ................................................................................................179
                                              21.6. Custom Monitoring Scripts .................................................................................179
                                                     rd
                                              21.7. 3 Party Alert Monitoring ...................................................................................179
                                              21.8. DB Monitoring ...................................................................................................179
                                              21.9. Network SPAN Requirements ............................................................................179
                                              21.10.         Network Monitoring Requirements ........................................................180
                                              21.11.         Storage Monitoring ...............................................................................180
                                              21.12.         Receivables .........................................................................................180
                                              21.13.         Assumptions & Dependencies ..............................................................181
                                              21.14.         Extended Monitoring Capabilities ..........................................................181
                                              21.15.         Application Discovery Management ......................................................181
                                              21.16.         Change Management ...........................................................................181
                                        22.   Internet – Batch Processes ......................................................................................182
                                              22.1. Service Model Framework .................................................................................182
                                              22.2. Transaction monitoring ......................................................................................185
                                              22.3. Diagnostic tools.................................................................................................186
                                              22.4. System Monitoring .............................................................................................186
                                              22.5. Log file Analysis ................................................................................................186
                                              22.6. Custom Monitoring Scripts .................................................................................186
                                                     rd
                                              22.7. 3 Party Alert Monitoring ...................................................................................186
                                              22.8. DB Monitoring ...................................................................................................186
                                              22.9. Network SPAN Requirements ............................................................................186
                                              22.10.         Network Monitoring Requirements ........................................................186
                                              22.11.         Storage Monitoring ...............................................................................187
                                              22.12.         Receivables .........................................................................................187
                                              22.13.         Assumptions & Dependencies ..............................................................187
                                              22.14.         Extended Monitoring Capabilities ..........................................................187
                                              22.15.         Application Discovery Management ......................................................187
                                              22.16.         Change Management ...........................................................................188
                                        23.   Internet - 1515 ..........................................................................................................189
                                              23.1. Service Model Framework .................................................................................189
                                              23.2. Transaction monitoring ......................................................................................192
                                              23.3. Diagnostic tools.................................................................................................193
                                              23.4. System Monitoring .............................................................................................193
                                              23.5. Log file Analysis ................................................................................................193
                                              23.6. Custom Monitoring Scripts .................................................................................193
                                                     rd
                                              23.7. 3 Party Alert Monitoring ...................................................................................193
                                              23.8. DB Monitoring ...................................................................................................193
                                              23.9. Network SPAN Requirements ............................................................................194
                                              23.10.         Network Monitoring Requirements ........................................................194
                                              23.11.         Storage Monitoring ...............................................................................194
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                                              23.12.              Receivables .........................................................................................194
                                              23.13.              Assumptions & Dependencies ..............................................................194
                                              23.14.              Extended Monitoring Capabilities ..........................................................194
                                              23.15.              Application Discovery Management ......................................................195
                                              23.16.              Change Management ...........................................................................195
                                        24.   Radius ......................................................................................................................196
                                              24.1. Service Model Framework .................................................................................196
                                              24.2. Transaction monitoring ......................................................................................199
                                              24.3. Diagnostic tools.................................................................................................199
                                              24.4. System Monitoring .............................................................................................199
                                              24.5. Log file Analysis ................................................................................................200
                                              24.6. Custom Monitoring Scripts .................................................................................200
                                                     rd
                                              24.7. 3 Party Alert Monitoring ...................................................................................200
                                              24.8. DB Monitoring ...................................................................................................200
                                              24.9. Network Monitoring Requirements .....................................................................200
                                              24.10.           Storage Monitoring ...............................................................................200
                                              24.11.           Receivables .........................................................................................200
                                              24.12.           Assumptions & Dependencies ..............................................................201
                                              24.13.           Extended Monitoring Capabilities ..........................................................201
                                              24.14.           Application Discovery Management ......................................................201
                                              24.15.           Change Management ...........................................................................202
                                        25.   Siebel .......................................................................................................................203
                                              25.1. Service Model Framework .................................................................................203
                                              25.2. Transaction monitoring ......................................................................................206
                                              25.3. Diagnostic tools.................................................................................................206
                                              25.4. System Monitoring .............................................................................................209
                                              25.5. Log file Analysis ................................................................................................209
                                              25.6. Custom Monitoring Scripts .................................................................................209
                                                     rd
                                              25.7. 3 Party Alert Monitoring ...................................................................................209
                                              25.8. DB Monitoring ...................................................................................................209
                                              25.9. Network SPAN Requirements ............................................................................210
                                              25.10.            Network Monitoring Requirements ........................................................210
                                              25.11.            Storage Monitoring ...............................................................................210
                                              25.12.            Receivables .........................................................................................210
                                              25.13.            Assumptions & Dependencies ..............................................................211
                                              25.14.            Extended Monitoring Capabilities ..........................................................211
                                              25.15.            Application Discovery Management ......................................................212
                                              25.16.            Change Management ...........................................................................212
                                        26.   Tibco.........................................................................................................................213
                                              26.1. Service Model Framework .................................................................................213
                                              26.2. Transaction monitoring ......................................................................................215
                                              26.3. Diagnostic tools.................................................................................................216
                                              26.4. System Monitoring .............................................................................................216
                                              26.5. Log file Analysis ................................................................................................216
                                              26.6. Custom Monitoring Scripts .................................................................................216
                                                     rd
                                              26.7. 3 Party Alert Monitoring ...................................................................................216
                                              26.8. DB Monitoring ...................................................................................................216
                                              26.9. Network SPAN Requirements ............................................................................217
                                              26.10.            Network Monitoring Requirements ........................................................217
                                              26.11.            Storage Monitoring ...............................................................................217
                                              26.12.            Receivables .........................................................................................217
                                              26.13.            Assumptions & Dependencies ..............................................................218
                                              26.14.            Extended Monitoring Capabilities ..........................................................218
                                              26.15.            Application Discovery Management ......................................................218
                                              26.16.            Change Management ...........................................................................218
                                        27.   Integration Specification ..........................................................................................219
                                        28.   Hardware & Software Requirements ........................................................................222
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                                              28.1. EMC ADM Platform Requirements .....................................................................222
                                                      28.1.1.     AMD Appliances ............................................................................................ 222
                                                      28.1.2.     SPAN Aggregation Switches – Vodafone to provide ........................................ 222
                                                      28.1.3.     EMC ADM ERDB Server ................................................................................ 222
                                              28.2. AccessView Platform Requirements ...................................................................223
                                              28.3. Compuware Platform Specification .....................................................................223
                                                      28.3.1.     Server A (implementation nickname “Apophis”) ...............................................              224
                                                      28.3.2.     Server B (implementation nickname “Bastet”) .................................................             224
                                                      28.3.3.     Server C (implementation nickname “Chensut”) ..............................................               225
                                                      28.3.4.     Server D (implementation nickname “ Dedwen ”) ............................................                225
                                                      28.3.5.     Server E (implementation nickname “Erebos”) ................................................              226
                                                      28.3.6.     Servers F1 and F2 (implementation nicknames “Freedom 1” and “Freedom 2”)                                  226
                                                      28.3.7.     ClientVantage Robot-PCs (NON-POS) ...........................................................             227
                                                      28.3.8.     Servers G1 and G2 (implementation nicknames “Gaia 1” and “Gaia 2”) ............                           228
                                                      28.3.9.     ClientVantage Robot-PCs for POS .................................................................         229
                                                      28.3.10.    NetworkVantage Probes (implementation nicknames “P1” to “P8”) ...................                         229
                                        29.   Receivables ..............................................................................................................231
                                              29.1. EMC ADM ........................................................................................................231
                                              29.2. BMC Remedy AIE Integration work ....................................................................232
                                              29.3. Compuware .......................................................................................................232
                                        30.   Assumptions and Dependencies..............................................................................234
                                              30.1. Data Center network switch SPAN .....................................................................234
                                              30.2. Vodafone Egypt Network and Systems Management ..........................................234
                                              30.3. Compuware Limitations .....................................................................................235
                                        31.   Notes ........................................................................................................................237
                                              31.1. Change Requests ..............................................................................................237
                                        32.   Glossary of terms .....................................................................................................238
                                        33.   Appendices ..............................................................................................................239
                                              33.1. Appendix 1: Network SPAN Requirements .........................................................239
                                              33.2. Appendix 2: Product Descriptions ......................................................................239
                                              33.3. Appendix 3: Optional Capabilities ......................................................................239
                                        34.   Approval Page ..........................................................................................................240
                                              34.1. Vodafone Egypt .................................................................................................240
                                              34.2. Dimension Data .................................................................................................240
                                        35.   Revision history .......................................................................................................241
                                        36.   Document Identification Page ..................................................................................242




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                                        List of Tables
                                        Table 1: Datacenter SPAN requirements for ADM ............ Error! Bookmark not defined.Error!
                                        Bookmark not defined.
                                        Table 2: Billing Rating System List ........... Error! Bookmark not defined.Error! Bookmark not
                                        defined.
                                        Table 3: Billing Databases ......... Error! Bookmark not defined.Error! Bookmark not defined.
                                        Table 4: POS Core Systems ....... Error! Bookmark not defined.Error! Bookmark not defined.
                                        Table 5: POS DB System ........... Error! Bookmark not defined.Error! Bookmark not defined.
                                        Table 6: Revenue Office Systems ............ Error! Bookmark not defined.Error! Bookmark not
                                        defined.
                                        Table 7: DWH Core Systems ...... Error! Bookmark not defined.Error! Bookmark not defined.
                                        Table 8: Website Systems .......... Error! Bookmark not defined.Error! Bookmark not defined.
                                        Table 9: e-Payment Systems ...... Error! Bookmark not defined.Error! Bookmark not defined.
                                        Table 10: VISA Systems ............ Error! Bookmark not defined.Error! Bookmark not defined.
                                        Table 11: e-Topup Systems........ Error! Bookmark not defined.Error! Bookmark not defined.
                                        Table 12: ER Systems ............... Error! Bookmark not defined.Error! Bookmark not defined.
                                        Table 13: Live Services Systems Error! Bookmark not defined.Error! Bookmark not defined.
                                        Table 14: ADSL PRO Systems ... Error! Bookmark not defined.Error! Bookmark not defined.
                                        Table 15: 1515 Systems ............. Error! Bookmark not defined.Error! Bookmark not defined.
                                        Table 16: Queuing Systems ....... Error! Bookmark not defined.Error! Bookmark not defined.
                                        Table 17: Oracle Financials Systems ........ Error! Bookmark not defined.Error! Bookmark not
                                        defined.
                                        Table 18: EDMS Systems........... Error! Bookmark not defined.Error! Bookmark not defined.
                                        Table 19: Extempore Systems .... Error! Bookmark not defined.Error! Bookmark not defined.
                                        Table 20: Remedy IT Systems .... Error! Bookmark not defined.Error! Bookmark not defined.
                                        Table 21: Remedy GMS Systems ............. Error! Bookmark not defined.Error! Bookmark not
                                        defined.
                                        Table 22: GIS Systems .............. Error! Bookmark not defined.Error! Bookmark not defined.
                                        Table 23: Commision Systems ... Error! Bookmark not defined.Error! Bookmark not defined.
                                        Table 24: Streaming Systems ..... Error! Bookmark not defined.Error! Bookmark not defined.
                                        Table 25: ADSL Quota Mgmt Systems ...... Error! Bookmark not defined.Error! Bookmark not
                                        defined.
                                        Table 26: ECT Systems ............. Error! Bookmark not defined.Error! Bookmark not defined.
                                        Table 27: OTA Systems ............. Error! Bookmark not defined.Error! Bookmark not defined.
                                        Table 28: BPM Systems ............. Error! Bookmark not defined.Error! Bookmark not defined.
                                        Table 29: Extranet Systems ....... Error! Bookmark not defined.Error! Bookmark not defined.
                                        Table 30: Batch Process Systems ............ Error! Bookmark not defined.Error! Bookmark not
                                        defined.
                                        Table 31: FIN DB Systems ......... Error! Bookmark not defined.Error! Bookmark not defined.
                                        Table 32: Internet DB Systems ... Error! Bookmark not defined.Error! Bookmark not defined.
                                        Table 33: Offshoring DB Systems ............. Error! Bookmark not defined.Error! Bookmark not
                                        defined.
                                        Table 34: Siebel Systems ........... Error! Bookmark not defined.Error! Bookmark not defined.
                                        Table 35: Loyalty GIS Systems .. Error! Bookmark not defined.Error! Bookmark not defined.
                                        Table 36: Contract Management Systems . Error! Bookmark not defined.Error! Bookmark not
                                        defined.
                                        Table 37: MNP Systems ............. Error! Bookmark not defined.Error! Bookmark not defined.
                                        Table 38: TIBCO Systems .......... Error! Bookmark not defined.Error! Bookmark not defined.
                                        Table 39: Database Systems ...... Error! Bookmark not defined.Error! Bookmark not defined.
                                        Table 40: IVR Systems .............. Error! Bookmark not defined.Error! Bookmark not defined.
                                        Table 41: CTI Systems ............... Error! Bookmark not defined.Error! Bookmark not defined.
                                        Table 42: WFM Systems ............ Error! Bookmark not defined.Error! Bookmark not defined.
                                        Table 43: IRIS Systems ............. Error! Bookmark not defined.Error! Bookmark not defined.
                                        Table 44: Call Concentrator Systems ....... Error! Bookmark not defined.Error! Bookmark not
                                        defined.

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                                        Table 45:    Predictive Dialling Systems ....... Error! Bookmark not defined.Error! Bookmark not
                                        defined.
                                        Table 46:    NZ Call Centre Systems ........... Error! Bookmark not defined.Error! Bookmark not
                                        defined.
                                        Table 47:    Miscellaneous DB Systems ....... Error! Bookmark not defined.Error! Bookmark not
                                        defined.
                                        Table 48:    EMC ADM ERDB Server Specification ................................................................. 223
                                        Table 49:    Customer Requirements ........... Error! Bookmark not defined.Error! Bookmark not
                                        defined.



                                        List of Figures
                                        Figure 1: Logical Architecture .............................................................................................. 17
                                        Figure 2: ADM Physical Architecture ........ Error! Bookmark not defined.Error! Bookmark not
                                        defined.
                                        Figure 3: VFE Business Application Model Error! Bookmark not defined.Error! Bookmark not
                                        defined.
                                        Figure 4: Environmental Monitoring .......... Error! Bookmark not defined.Error! Bookmark not
                                        defined.
                                        Figure 5: AccessView architecture............ Error! Bookmark not defined.Error! Bookmark not
                                        defined.
                                        Figure 6 Solution AccessView Architecture ..... Error! Bookmark not defined.Error! Bookmark
                                        not defined.
                                        Figure 7: Application Dashboard Error! Bookmark not defined.Error! Bookmark not defined.
                                        Figure 8: TCP availability ........... Error! Bookmark not defined.Error! Bookmark not defined.
                                        Figure 9: Application User details ............. Error! Bookmark not defined.Error! Bookmark not
                                        defined.
                                        Figure 10: Location details ......... Error! Bookmark not defined.Error! Bookmark not defined.
                                        Figure 11: Example of C-N-S report ......... Error! Bookmark not defined.Error! Bookmark not
                                        defined.
                                        Figure 12: Screenshot of Vantage Analyzer .... Error! Bookmark not defined.Error! Bookmark
                                        not defined.
                                        Figure 13: Example of Java method drill-down Error! Bookmark not defined.Error! Bookmark
                                        not defined.
                                        Figure 14: Example of overall executive operations Map .. Error! Bookmark not defined.Error!
                                        Bookmark not defined.
                                        Figure 15: Example of overall Application operations Map per location ..... Error! Bookmark not
                                        defined.Error! Bookmark not defined.
                                        Figure 16: Siebel Production diagram ....... Error! Bookmark not defined.Error! Bookmark not
                                        defined.
                                        Figure 17: Tibco diagram ........... Error! Bookmark not defined.Error! Bookmark not defined.
                                        Figure 18: Billing – Rating diagram........... Error! Bookmark not defined.Error! Bookmark not
                                        defined.
                                        Figure 19: Billing – Online diagram........... Error! Bookmark not defined.Error! Bookmark not
                                        defined.
                                        Figure 20: Billing – Risk Management diagram Error! Bookmark not defined.Error! Bookmark
                                        not defined.
                                        Figure 21: CTI – IVR diagram ..... Error! Bookmark not defined.Error! Bookmark not defined.
                                        Figure 22: DW H Systems diagram ............ Error! Bookmark not defined.Error! Bookmark not
                                        defined.
                                        Figure 23: DW H - Revenue Office diagram ..... Error! Bookmark not defined.Error! Bookmark
                                        not defined.
                                        Figure 24: Vantage Analyzer – dashboard example ......... Error! Bookmark not defined.Error!
                                        Bookmark not defined.
                                        Figure 25: Oracle Financial - services ...... Error! Bookmark not defined.Error! Bookmark not
                                        defined.


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                                        Figure 26: ERP – W ebsite architecture ..... Error! Bookmark not defined.Error! Bookmark not
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                                        defined.
                                        Figure 27: ERP – Live architecture ........... Error! Bookmark not defined.Error! Bookmark not
                                        defined.
                                        Figure 28: ERP – Extranet architecture .... Error! Bookmark not defined.Error! Bookmark not
                                        defined.
                                        Figure 29: ERP – ePayment architecture .. Error! Bookmark not defined.Error! Bookmark not
                                        defined.
                                        Figure 30: ERP – 1515 service architecture .... Error! Bookmark not defined.Error! Bookmark
                                        not defined.
                                        Figure 31: ERP – ADSL pro architecture .. Error! Bookmark not defined.Error! Bookmark not
                                        defined.
                                        Figure 32: ERP – Batch process architecture.. Error! Bookmark not defined.Error! Bookmark
                                        not defined.
                                        Figure 33: Radius architecture ... Error! Bookmark not defined.Error! Bookmark not defined.
                                        Figure 34: Citrix architecture ...... Error! Bookmark not defined.Error! Bookmark not defined.
                                        Figure 35: VF-Egypt Network architecture Error! Bookmark not defined.Error! Bookmark not
                                        defined.
                                        Figure 36: Example of DMI interface ........ Error! Bookmark not defined.Error! Bookmark not
                                        defined.
                                        Figure 37: Integration Architecture ..................................................................................... 219
                                        Figure 38: VFE Network & Systems Management ............................................................... 235




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                                        1.      Introduction
                                        1.1.    Project Overview
                                                Although numerous requirements have been discussed with Vodafone, the key
                                                business driver is the need to reduce costs associated with downtime.

                                                The cost reduction should be realised by reducing the IT time required to deploy,
                                                manage and maintain systems and the reduction of IT downtime.

                                                The main objective of the E2E solution is to deliver improved visibility through the
                                                presence of a consolidated view of critical business services and the underlying
                                                infrastructure.

                                                The solution requirement associated with the business drivers can be summarised as
                                                the implementation of a monitoring system that will help IT staff identify problem
                                                domains quicker and significantly reduce the time taken to resolve IT problems.

                                                Vodafone Egypt has expressed a number of requirements for the End -to-end
                                                application performance monitoring solution, which are:

                                                ●        Application Dependency Mapping
                                                ●        Applications Dashboard
                                                ●        Application Response Monitoring
                                                ●        Systems Monitoring
                                                ●        Call Centre Voice Quality Monitoring
                                                This solution architecture will endeavour to meet all of these requirements, while
                                                focusing on the overriding business driver documented above.

                                        1.2.    Purpose
                                                This document forms the baseline for the total E2E solution imple mentation.         It
                                                ensures that all contracted customer requirements are dealt with to ensure a
                                                comprehensive and suitable solution is crafted and delivered to Vodafone Egypt.

                                        1.3.    Scope
                                                This is the technical specification document that guides the implementation teams in
                                                terms of goals and also defines the scope of the specific implementation team's
                                                solution components.

                                                The key business service domains that will form part of this implementation are:

                                                     Billing

                                                     CRM

                                                     Data Warehouse

                                                     Internet & ERP

                                                The level and method of service definition and service composition is defined within
                                                this document.




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                                                 This document will define and position all solution components t o be implemented as
                                                well as dependencies of these components on their surrounding and supporting
                                                infrastructure.

                                                 From this document we will generate further design Documents for specific products.
                                                In some cases these documents will be works in progress u ntil the end of that specific
                                                implementation. This is often referred to as the "As -Built" document.



                                                This E2E project is delivering a dynamic solution that needs to be maintained and
                                                updated as business applications and systems change. As such , part of the goal of
                                                this E2E implementation is to empower Vodafone Egypt to operate and maintain the
                                                solution. There are some complex areas that will always need specialist involvement
                                                to accurately configure and maintain a complex IT Service management solution like
                                                this.

                                                 A significant portion of this E2E project is dependant on various management
                                                systems and monitoring tools. This makes Vodafone Egypt an active contributor and
                                                implementation partner in this project.      As such , Vodafone Egypt will also have
                                                deliverables to ensure the eventual success of the E2E project.

                                        1.4.    Scope definition process
                                                A number of resources are used to compile a comprehensive S cope of Work for this
                                                E2E implementation. The following resources are consulted to form the requirement
                                                specification:

                                                            1.    VAS Proposal v3.8
                                                            2.    Technical Compliance statements as completed for the proposal.
                                                            3.    Technical questionnaire with the Vodafone EG responses.
                                                            4.    Technical W orkshop and the resultant information as provided by
                                                                  Vodafone EG.
                                                Once the specification is complete, it will go through an acceptance phase where
                                                Vodafone EG will review the entire solution’s scope definition.

                                                After the review process the requirements will be updated if needed and the Scope of
                                                Work will be signed off by all relevant parties.

                                                This signed SoW will form the baseline for the implementation of the E2E project.




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                                        2.      Product to Business Relationship
                                        2.1.    Business Requirements
                                                Monitor services delivered by VFE IT OPS&S from an end user perspective
                                                Link business processes to IT services they run on
                                                Automatically determines service status, based on an understanding of service dependencies
                                                      and behaviours that fit Vodafone Egypt business model
                                                Reduce operational complexity and provides superior monitoring, alerting, and reporting to
                                                      stakeholders at all levels
                                                Support a complex heterogeneous environment
                                                Integrate with monitor tools currently implemented at VFE IT OPS&S
                                                Predict, isolate and help support teams to manage reported incidents reliably
                                                Identify probable root cause/s of reported incidents




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                                        3.      The Envisioned Solution


                                        3.1.    Concept
                                                The solution will provide Vodafone with the ability to monitor the availability and
                                                performance of IT services that are provided to business.

                                                The E2E management solution will allow Vodafone Egypt to visualise and report on
                                                Service quality and also to determine what part of the IT infrastructure is impacting
                                                service quality.

                                                The E2E solution is comprised of the following products:

                                                ●        Compuware Vantage Service Manager (VSM)
                                                ●        Compuware ClientVantage Agentless
                                                ●        Compuware ClientVantage Active
                                                ●        Compuware Vantage Analyser
                                                ●        Compuware Network Vantage
                                                ●        Compuware Vantage Analysis Server
                                                ●        Compuware Advanced Web Diagnostics Server
                                                ●        EMC Smarts ADM
                                                ●        Dimension Data AccessView
                                                ●        Kentrox AIRemote
                                                ●        Existing Vodafone Egypt IT infrastructure monitoring solutions


                                                These products will provide the following functionality:

                                                ●        IT Service modelling and management
                                                ●        Application Performance management
                                                ●        Application dependency and change tracking
                                                ●        Environmental monitoring in the data centre
                                                ●        Detailed application analysis
                                                ●        Network Performance monitoring




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                                        3.2.            Architecture


                                                                                                      BMC Remedy                        BMC Business
                                                                                                      Service Desk                     Service Manager


                                                                                                                                                                                                               Service Desk

                                                                                                        12



                                                                                                                                       11                                                   Remedy Change
                                                                                                       Compuware                                                                             Management
                                                            14                                                                                                      BMC Atrium
                                                                                                         VSM
                                                                               7                                                                  6       9           CMDB

                                                                                                                           Service Management                                                          Change Management
                                                                                                                                                                      9
                                                                                                         8                 10
                                                                                                               13

                                                                                                                                                                        HP OV
                                                                     Compuware                  Compuware
                                           Compuware                                                                    Network             EMC Smarts                Consolidated                          SolarWinds
                                                                    ClientVantage              ClientVantage                                                    5
                                         Vantage Analyser                                                               Vantage               ADM                        Event
                                                                        Active                   Agentless
                                                                                                                                                                      Management
                                                                                                                                                                                                        Fault & Performance
                                                        1                                                                                                                                                       Management
                                                                                   2
                                                                                                                                   4
                                                                                                                                             3



                                                                  Passive              AV & Kentrox     Keynote Sigos          Oracle
                                          Application                                                                                              MS SCOM              HP NNM        HP OV Systems       EMC & HP
                                                                 Application              Enviro        Voice Quality       Enterprise DB
                                          Perf Agents                                                                                            Systems Mgmt         Network Mgmt     Management        Storage Mgmt
                                                                 Perf Probe             Monitoring       Monitoring             Mgmt


                                                                                                                                                                                                       Element Management


                                               Existing Systems                          New E2E Systems

                                        Figure 1: Logical Architecture

                                                        The total E2E architecture consists of existing Vodafone Egypt IT management
                                                        systems as well as the systems that are newly introduced as part of this solution.

                                                        The goal of the architecture is to leverage existing systems where p ossible to allow
                                                        Vodafone Egypt to maximise their existing IT infrastructure investments but also
                                                        introducing new systems that will enable Vodafone Egypt to relate and report on
                                                        business service quality using supporting infrastructure quality metrics to de termine
                                                        the service health. This will give Vodafone Egypt a view of business services and the
                                                        related infrastructure.

                                                        The tiered architecture refers to;

                                                        Element Management – this layer is where we find product or technology specific
                                                        management tools that typically give the user detailed information about a sub -set of
                                                        the infrastructure but this layer does not have the ability to understand a specific
                                                        element’s relationship and impact on the greater IT infrastructure.

                                                        Fault and performance Management – This layer is where we see fault and event
                                                        consolidation to aid root cause analysis and total IT infrastructure management.

                                                        Service Management & Change Management – In this layer we define the services
                                                        that are offered to the business (your internal customers) and also defines the
                                                        relationship and measurement criteria that will be used to determine impact on the
                                                        business in case of system outage or quality degradation.                                                                    We will also be able to


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                                                track down to the impacting IT infrastructure when service quality i s affected.   This
                                                aids faster fault resolution and prioritisation of incidents.

                                                Service Desk – This layer is where incident management is done. Incidents need to
                                                be centrally contained and allocated to the appropriate engineers for fault resolution.
                                                The service desk maintains an accurate database of service incidents and requests,
                                                engineers and their activities. The service desk is also commonly the place where the
                                                knowledge base resides.      Service Level measurement is also done at this layer to
                                                ensure the internal customer service quality is closely monitored.



                                        3.3.    Monitoring Scope Overview
                                                Here we briefly mention/list the business applications and perhaps a framework of the
                                                monitoring approach.

                                                Billing Online
                                                Billing Risk Management
                                                Data Warehouse
                                                DWH Revenue Assurance
                                                CTI/IVR
                                                ERP-Oracle Financials
                                                ERP-BPM
                                                ERP-GIS
                                                ERP-Commissioning
                                                POS
                                                Internet – Website
                                                Internet – Live
                                                Internet – Extranet
                                                Internet – ePayment
                                                Internet – ADSL Pro
                                                Internet – ADSL Portal
                                                Internet – Batch Processes
                                                Radius
                                                Siebel
                                                Tibco
                                                Define system monitoring, Log monitoring,




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                                        4.      NetworkVantage
                                                Network Vantage will contribute to the monitoring solution with a wealth of information
                                                relative to application and infrastructure performance, including who the infrastructure
                                                is serving, what applications demands the most resources. Network Vantage will also
                                                provide insight to identify potential servers for server consolidation and minimize
                                                occurrence of network performance problems.

                                                With the network performance management capabilities of Compuware Vantage,
                                                Vodafone will be in a better position to make effective decisions regarding issues such
                                                as WAN subscription costs and server consolidation. In addition, internal teams can
                                                answer tough questions and identify issues like lost productivity due to excessive w eb
                                                surfing.


                                                                       VF-Egypt Network architecture



                                                The VoIP Performance Scorecard will deliver an enterprise view of VoIP performance
                                                for the call center locations. Metrics include good versus bad calls, MOS, jitter and
                                                delay. The ability to gather trend analys is of VoIP performance over time will also be
                                                available to Vodafone teams.

                                                8 network Vantage probes will be used for monitoring traffic from different locations.

                                                Out of these 8 probes in total:

                                                    o   3 will be used for monitoring VOIP in the CC locations of HQ, Dallah tower and
                                                        Zahra.

                                                    o   1 will be used in HQ for Tibco server monitoring.

                                                    o   1 will be used for monitoring POS transactions.

                                                    o   3 probes to be placed in network locations covering the entrance of the
                                                        Datacenter.




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                                                Regarding Network Vantage probe NIC’s:

                                                E3 traffic load can be handled by a 100 Megabit NIC. For monitoring STM -1 lines, a
                                                Gigabit      NIC      is     required.     All     NIC      should       be     copper.
                                                The port where the line (i.e. the STM-1) comes into a building's switch should be
                                                mirrored (if possible) and send to the NIC of Network Vantage probe.




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                                        5.      Billing Rating
                                                The “Billing Rating” system is the basic system to rate customers, their activities, and
                                                to process roaming files from other telecom providers.




                                                All the following is based on the above diagram.



                                        5.1.    Service Model Framework
                                                Vantage Service manager will provide the following services in dashboards as well as
                                                in Service Model Views for the system “Billing Rating”. In order to provide the status
                                                information the scripts that make the system will have to be modif ied by VFE staff. In
                                                the implementation phase Intelli/Compuware will provide a command line utility and
                                                according documentation so VFE staff will be able to insert command lines into their
                                                scripts that will send status information to the Vantage Service Ma nager.



                                                1. “Billing Rating” business service.

                                                    The status of this service will be calculated by the sub ordinate services. The
                                                    method of calculating the corresponding status will be defined together with the
                                                    SPOC during implementation.




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                                                1.1 Insertion scripts.


                                                    When a process is started, the status is changed and a notification will be sent to
                                                    VSM. After having finished the final status is sent to VSM with additional
                                                    information to be displayed (i.e. “Ok” or a reason for failure).


                                                1.2 TEH


                                                    When a process is started, the status is changed and a notification will be sent to
                                                    VSM. After having finished the final status is sent to VSM with additional
                                                    information to be displayed (i.e. “Ok” or a reason for failure).


                                                1.3 FIH


                                                    When a process is started, the status is changed a nd a notification will be sent to
                                                    VSM. After having finished the final status is sent to VSM with additional
                                                    information to be displayed (i.e. “Ok” or a reason for failure).


                                                1.4 PRIH


                                                    When a process is started, the status is changed and a notification will be sent to
                                                    VSM. After having finished the final status is sent to VSM with additional
                                                    information to be displayed (i.e. “Ok” or a reason for failure).


                                                1.5 RIH


                                                    When a process is started, the status is changed and a notification will be sent to
                                                    VSM. After having finished the final status is sent to VSM with additional
                                                    information to be displayed (i.e. “Ok” or a reason for failure).


                                                1.6 FOH


                                                    When a process is started, the status is changed and a notification will be sent to
                                                    VSM. After having finished the final status is sent to VSM with additional
                                                    information to be displayed (i.e. “Ok” or a reason for failure).


                                                1.7 PCCH


                                                    When a process is started, the status is changed and a notification will be sent to
                                                    VSM. After having finished the final status is sent to VSM with addi tional
                                                    information to be displayed (i.e. “Ok” or a reason for failure).




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                                                1.8 BCH


                                                    When a process is started, the status is changed and a notification will be sent to
                                                    VSM. After having finished the final status is sent to VSM with additional
                                                    information to be displayed (i.e. “Ok” or a reason for failure).



                                                1.9 RTX database


                                                    This service is fed by HP OpenView database monitoring module. It’s status will
                                                    be shown under this system (“Billing Rating”) and be used to calculate the overall
                                                    status of the business service.
                                                    Below this service all available sub-services will be shown (see paragraph dealing
                                                    with database monitoring for details).


                                                1.10 BSCS database


                                                    This service is fed by HP OpenView database monitoring module. It’s status will
                                                    be shown under this system (“Billing Rating”) and be used to calculate the overall
                                                    status of the business service.
                                                    Below this service all available sub-services will be shown (see paragraph dealing
                                                    with database monitoring for details).


                                                1.11 Server monitoring


                                                    The following servers will be monitored by the system monitoring part of HP
                                                    OpenView. The measurements of HP OV will be shown as sub -services of each
                                                    server. HPOV must be configured to show at least these measurements:


                                                              * dcbildb1

                                                              - CPU load as average of all processors
                                                              - current memory consumption (either in % or in kB) or
                                                              - current available memory (either in % or in kB)
                                                              - current free disk space (in %)
                                                              - current I/O rate to and from disk or
                                                              - current disk time (in % of CPU time)
                                                              - current number of context switches / second
                                                              - current number of interrupts
                                                              - Database size of the following databases:
                                                                      => RTXPRD2
                                                                      => IVRPRD1
                                                                      => BSOBPRD2




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                                                              - Database I/O (bytes read/written) of the following databases:
                                                                      => RTXPRD2
                                                                      => IVRPRD1
                                                                      => BSOBPRD2


                                                              * dcratep1

                                                              - CPU load as average of all processors
                                                              - current memory consumption (either in % or in kB) or
                                                              - current available memory (either in % or in kB)
                                                              - current free disk space (in %)
                                                              - current I/O rate to and from disk or
                                                              - current disk time (in % of CPU time)
                                                              - current number of context switches / second
                                                              - current number of interrupts


                                                              * dcbildb2

                                                              - CPU load as average of all processors
                                                              - current memory consumption (either in % or in kB) or
                                                              - current available memory (either in % or in kB)
                                                              - current free disk space (in %)
                                                              - current I/O rate to and from disk or
                                                              - current disk time (in % of CPU time)
                                                              - current number of context switches / second
                                                              - current number of interrupts
                                                              - Database size of the following databases:
                                                                      => BSCSPRD2
                                                              - Database I/O (bytes read/written) of the following databases:
                                                                      => BSCSPRD2


                                                              * dcbillp1

                                                              - CPU load as average of all processors
                                                              - current memory consumption (either in % or in kB) or
                                                              - current available memory (either in % or in kB)
                                                              - current free disk space (in %)
                                                              - current I/O rate to and from disk or
                                                              - current disk time (in % of CPU time)
                                                              - current number of context switches / second
                                                              - current number of interrupts


                                                              * dcbcvp1

                                                              - CPU load as average of all processors
                                                              - current memory consumption (either in % or in kB) or

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                                                              - current available memory (either in % or in kB)
                                                              - current free disk space (in %)
                                                              - current I/O rate to and from disk or
                                                              - current disk time (in % of CPU time)
                                                              - current number of context switches / second
                                                              - current number of interrupts



                                                Incomplete Example of presentation in the Service Model:




                                                Vantage Service Manager (VSM) offers dashboards for an online view on service
                                                status information and service qualities. A number of one dashboard for this system
                                                will be delivered, showing every service stated here and it’s quality, outage, SLA ( if
                                                defined) over time (i.e daily, monthly etc.).

                                                The data on the dashboards will be printable as a report in PDF format as well,
                                                showing the same data in numbers (but not the nice graphical charts, due to the fact
                                                that these charts are only for online view ing).

                                                Should there be the need for more dashboards (i.e. showing different data collections
                                                or parts of services, due to security or organisational reasons) a change request must
                                                be applied to this.

                                                If current SLA definitions exists for the department thes e should be provided
                                                electronically or printed in their latest version at the beginning of the implementation
                                                phase.

                                                It is expected that for every alert that is raised to VSM, a clear event (called “return -
                                                to-normal”) will also be delivered to correctly up date service impact after the fault is
                                                resolved. The verification of this is the duty of VFE staff before the implementation
                                                phase. If there is a missing “return-to-normal” with a good reason for it, it’s expected
                                                that VFE staff will notify Intelli/Compuwa re staff before the beginning of the
                                                implementation phase.

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                                                Vantage Service Manager will provide dashboards (dynamic, for online viewing) and
                                                reports (static, for printing, in PDF format) that will show service quality over a
                                                selectable time period (i.e. a day, month, quarter, year etc.), as a list of all services as
                                                well as for each service with all available details (regarding sub -services).

                                                For system “Billing Rate” there will be one dashboard with one page (to be viewed in a
                                                browser); more dashboards or special pages can be discussed if needed during
                                                implementation, but they’ll be subject to a formal change request.

                                                During implementation there will be the need to modify scripts within system “Billing
                                                Rate”. In order to accomplish project as planned VFE mu st provide skilled persons
                                                that will be able and allowed to deliver requested changes in scripts within a
                                                reasonable time that will not constrain project progress. Most changes can only be
                                                stated after having had a closer look at the scripts’ source code, but will be just
                                                command lines for Compuware’s command line utility. In general, these changes take
                                                only a few hours of time during the whole implementation phase. VFE staff will be
                                                named by the SPOC and will work closely with Intelli/Compuware staff. Duri ng
                                                implementation of any changes in VFEs scripts Intelli/Compuware staff will be willing
                                                and available to support VFE staff.

                                                Clarifications on terms and names will be done during an initial meeting after start of
                                                implementation phase.



                                        5.2.    Transaction monitoring
                                                There is no Java virtual machine to analyse from inside.

                                        5.3.    Diagnostic tools
                                                In terms of troubleshooting there will be no integration with other tools to drill down
                                                into details in case of an error. The information provided by VFE staff with sending
                                                notifications into VSM should be of that level of detail to quickly find the root cause of
                                                any problem.

                                        5.4.    System Monitoring
                                                System monitoring is provided by HP OpenView. The following information must be
                                                provided by HP OpenView for each of the servers that make up the business service
                                                “Billing Rating”:

                                                               - CPU load as average of all processors
                                                               - current memory consumption (either in % or in kB) or
                                                               - current available memory (either in % or in kB)
                                                               - current free disk space (in %)
                                                               - current I/O rate to and from disk or
                                                               - current disk time (in % of CPU time)
                                                               - current number of context switches / second
                                                               - current number of interrupts



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                                                If there are databases on a server the following measurements must be provided as
                                                well:

                                                            - Database size of each production database of relevance to the business
                                                              service
                                                            - Database I/O (bytes read/written) of each production database of
                                                             relevance to the business service

                                                The data provided by system monitoring are used to calculate the current status of the
                                                business service only. Storage and analysis of historical data of system monitoring is
                                                to be provided by HP OpenView while Vantage Service Manager is going to provide all
                                                historical and current data about business service quality and status.

                                        5.5.    Log file Analysis
                                                In “Billing Rating” there is no current need for log file analysis. Shell scripts will be
                                                modified to get certain status information via command line utility and log file entries
                                                should also derive from the same information inside the scripts.

                                        5.6.    Custom Monitoring Scripts
                                                The system “Billing Rating” is made of a lot of custom scripts. These scripts must be
                                                modified during implementation by VFE staff to feed information about a scripts’ status
                                                into Vantage Service Manager. Intelli/Compuware will work closely with the VFE staff
                                                to provide support in configuring the command line utility to fit the needs best.

                                                Details of who is needed when for what time can be found in the “Receivables” section
                                                (Chapter Error! Reference source not found.Error! Reference source not found.)
                                                as well as in the master project plan.

                                        5.7.    3 rd Party Alert Monitoring
                                                                     rd
                                                No need to apply 3        party tools here.

                                        5.8.    DB Monitoring
                                                The following databases are of relevance to the business service “Billing Rating” and
                                                will be monitored by HP OpenView’s database monitoring module:

                                                                               RTXPRD2

                                                                               IVRPRD1

                                                                               BSOBPRD2

                                                                               BSCSPRD2


                                                The servers that store the databases will be monitored by system monitoring. All
                                                measurements for server monitoring apply to database servers as well. Furthermore
                                                the following must be provided by HP’s module:

                                                - Database size of each production database of relevance to the business service

                                                - Database I/O (bytes read/written) of each production database of relevance to the
                                                business service

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                                                Should there be specific database monitoring needs (i.e. just a single table within a
                                                database) these needs must be stated by VFE staff at the beginning of the
                                                implementation phase. As long as HP OpenView is able to deliver the required
                                                specific need it will be incorporated in the “Billing Rating” business service.

                                        5.9.    Network SPAN Requirements
                                                No need to span any port for “Billing Rating” application.

                                        5.10.   Network Monitoring Requirements
                                                For “Billing Rating” there will be no special requirements for network monitoring.

                                        5.11.   Storage Monitoring
                                                Storage of importance is the database storage for the mentioned dat abases only. This
                                                storage is monitored indirectly by HP OpenView’s database monitoring module, so
                                                there’s no need for extra storage monitoring.

                                        5.12.   Receivables
                                                During implementation there’ll be the need of modifying all scripts that perform major
                                                steps in the “Billing Rating” system. These modifications must be done by VFE staff
                                                (“BR   administrators”).   Intelli/Compuware    provides   a command     line     utility and
                                                appropriate documentation, so that the BR administrators will be able to modify their
                                                scripts and fire requested information directly into Vantage Service Manager.

                                                During implementation the Intelli/Compuware staff is able and willing to support VFE
                                                staff in case there will be questions or need for technical support.

                                                Clarifications on terms and names will be done during an initial meeting after start of
                                                implementation phase.

                                                BR administrators will be needed at the beginning of the implementation of “Billing
                                                Rating” service and for a certain period of time after. This time depends on how fast
                                                the script modifications and tests will be performed. A rough estimation will be one
                                                week for one Person.

                                        5.13.   Assumptions & Dependencies

                                                The following assumptions apply for the delivery phase of “Billing Rating”:
                                                      A BR Administrator is available (at least on the phone) to answer up coming
                                                       questions

                                                      All script modifications will be done within a reasonable time period that will not
                                                       delay the project progress

                                                The success of the implementation of “Billing Rating” is heavily depending on the
                                                availability of HP OpenView system and datab ase monitoring; delays in HP
                                                configuration will have direct impact on the E2E project progress.

                                                VFE must provide an administrator being able to fully administer system “Billing Rate”
                                                and answer upcoming questions. This person must not permanently be on -site with
                                                Intelli/Compuware staff, but should be available during typical business hours on the

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                                                phone in a reasonable time (like one working day). In times of absence a surrogate
                                                must be named.

                                        5.14.   Extended Monitoring Capabilities
                                                In a later phase of the E2E project (“Improvement phase”) there might be the chance
                                                of developing specialized scripts or modify existing ones to deliver more and/or more
                                                precise information about single steps inside the system’s progress. This information
                                                could be integrated into the Service Model to provide a better view and understanding
                                                of possible troublesome situations.

                                                Additional monitor capabilities include Client Vantage auto checks. Auto checks are
                                                not mandatory but could possibly provide value by measuring specific functions. Au to
                                                checks can perform some extra testing to further support service monitoring The exact
                                                extent of use of the auto checks will be examined during the implementation phase.

                                                Auto checks can include:

                                                      URL check

                                                      SMTP check

                                                      Web services check

                                                      Ping check

                                                      Database check

                                                      Port check

                                                      DNS check

                                                      LDAP check

                                        5.15.   Application Discovery Management
                                                …



                                        5.16.   Change Management
                                                ...




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                                        6.      Billing Online
                                                Billing online is the system that handles all online actions related to cus tomer services
                                                (e.g. activation – deactivation of a service). The front end system for customer care
                                                agents is Siebel. CC agents enter via Siebel and perform changes to customer
                                                services and check status changes.




                                        6.1.    Service Model Framework
                                                Vantage Service manager will provide the following services in dash boards as well as
                                                in Service Model Views for the system “Billing Online”.

                                                1.    “Billing Online” business service.
                                                      The status of this service will be calculated by the subordinate services. The
                                                      method of calculating the corresponding status will be defined t ogether with the
                                                      Vodafone Egypt SPOC during implementation.


                                                1.1   Batch activation

                                                      The status information of this service is fed by HP OpenView, which is
                                                      monitoring all the relevant information, but at least the following:
                                                              - process(es) is up and running
                                                              - application file system
                                                              - service log file if there are errors

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                                                      Whenever the status is changed HP OpenView is responsible for detecting the
                                                      change and notifying VSM.

                                                1.2   CMS service

                                                      The status of this service will be measured by HP OpenView. It will meas ure the
                                                      following metrics:
                                                              - process(es) up and running
                                                              - application file system
                                                              - service response time
                                                              - service log file if there are errors


                                                      These measurements make up the status of this service which is reported into
                                                      VSM by the command line utility. W henever the status is changed HP OpenView
                                                      will be responsible for detecting the change and notifying VSM.



                                                1.3   USSD service


                                                      The status of this service will be reported by HP OpenView into VSM. W henever
                                                      the status is changed HP OpenView will be re sponsible for detecting the change
                                                      and notifying VSM.
                                                      HP will monitor the following metrics:
                                                              - process(es) is up and running
                                                              - application file system
                                                              - application file system
                                                              - service log file if there are errors



                                                1.4   GMD service

                                                      The status of this service will be reported by HP OpenView into VSM. W henever
                                                      the status is changed HP OpenView is responsible for detecting the change and
                                                      notifying VSM.
                                                              - process(es) is up and running
                                                              - application file system
                                                              - service log file if there are errors



                                                1.5   Provisioning service

                                                      The status of this service will be reported by HP OpenView into VSM. W henever
                                                      the status is changed HP OpenView is responsible for detecting the change and
                                                      notifying VSM.
                                                      HP OpenView will monitor the following metrics:
                                                              - process(es) is up and running
                                                              - application file system
                                                              - service log file if there are errors

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                                                1.6   USSD database

                                                      This service is fed by HP OpenView database monitoring module. It’s status will
                                                      be shown under this system (“Billing Online”) and be used to calcu late the
                                                      overall status of the business service.

                                                      Below this service all available sub-services will be shown (see paragraph
                                                      dealing with database monitoring for details).



                                                1.7   RTX database

                                                      This service is fed by HP OpenView database monitoring module. It’s status will
                                                      be shown under this system (“Billing Online”) and be used to calculate the
                                                      overall status of the business service.
                                                      Below this service all available sub-services will be shown (see paragraph
                                                      dealing with database monitoring for details).



                                                1.8   BSCS database

                                                      This service is fed by HP OpenView database monitoring module. It’s status will
                                                      be shown under this system (“Billing Online”) and be used to calculate the
                                                      overall status of the business service.
                                                      Below this service all available sub-services will be shown (see paragraph
                                                      dealing with database monitoring for details).



                                                1.9   USSD database

                                                      This service is fed by HP OpenView database monitoring module. It’s status will
                                                      be shown under this system (“Billing Online”) and be used to calculate the
                                                      overall status of the business service.
                                                      Below this service all available sub-services will be shown (see paragraph
                                                      dealing with database monitoring for details).



                                                1.10 Provisioning database

                                                      This service is fed by HP OpenView database monitoring module. It’s status will
                                                      be shown under this system (“Billing Online”) and be used to calculate the
                                                      overall status of the business service.
                                                      Below this service all available sub-services will be shown (see paragraph
                                                      dealing with database monitoring for details).




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                                                Incomplete Example of presentation in the Service Model:




                                                Vantage Service Manager (VSM) offers dashboards for an online view on service
                                                status information and service qualities. A number of one dashboard for this system
                                                will be delivered, showing every service stated here and it’s quality, outage, SLA (if
                                                defined) over time (i.e daily, monthly etc.).

                                                The data on the dashboards will be printable as a report in PDF format as well,
                                                showing the same data in numbers (but not the nice graphical charts, due to the fact
                                                that these charts are only for online viewing).

                                                Should there be the need for more dashboards (i.e. showing different data collections
                                                or parts of services, due to security or organisational reasons) a change request must
                                                be applied to this.

                                                If current SLA definitions exists for the department these should be provided
                                                electronically or printed in their latest version at the beginning of the implementation
                                                phase.

                                                It is expected that for every alert that is raised to VSM, a clear event (called “retur n-
                                                to-normal”) will also be delivered to correctly update service impact after the fault is
                                                resolved. The verification of this is the duty of VFE staff before the implementation
                                                phase. If there is a missing “return-to-normal” with a good reason for it, it’s expected
                                                that VFE staff will notify Intelli/Compuware staff before the beginning of the
                                                implementation phase.

                                                Vantage Service Manager will provide dashboards (dynamic, for online viewing) and
                                                reports (static, for printing, in PDF format) that will show se rvice quality over a
                                                selectable time period (i.e. a day, month, quarter, year etc.), as a list of all services as
                                                well as for each service with all available details (regarding sub -services).

                                                For system “Billing Online” there will be one dashboard with one page (to be viewed in
                                                a browser); more dashboards or special pages can be discussed if needed during
                                                implementation, but they’ll be subject to a formal change request.

                                                During implementation there will be the need to modify scripts within system “Billing
                                                Online”. In order to accomplish project as planned VFE must provide skilled persons

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                                                that will be able and allowed to deliver requested changes in scripts within a
                                                reasonable time that will not constrain project progress. Most changes can only be
                                                stated after having had a closer look at the scripts’ source code, but will be just
                                                command lines for Compuware’s command line utility. In general, these changes take
                                                only a few hours of time during the whole implementation phase. VFE staff will be
                                                named by the SPOC and will work closely with Intelli/Compuware staff. During
                                                implementation of any changes in VFEs scripts Intelli/Compuware staff will be willing
                                                and available to support VFE staff.

                                                Clarifications on terms and names will be done during an initial meeting a fter start of
                                                implementation phase.



                                        6.2.    Transaction monitoring
                                                The CMS system is made up of 20 logical servers running in one Java virtual machine
                                                on host 10.230.91.101. This JVM will be monitored with VantageAnalyzer, which gives
                                                the ability to monitor the execution time of up to three relevant Java methods and SQL
                                                statements for each instance of CMS server. In case an execution time exceeds a
                                                defined threshold an alert will be raised.

                                                The names of the methods/SQL statements and their corresponding thresho ld of
                                                execution time will be defined during the implementation phase after a reasonable
                                                time of measurements.

                                                Vodafone Egypt administrators will be trained to set up and configure alarms within
                                                VantageAnalyzer according to their needs.

                                                VantageAnalyzer offers the ability of PDF reports being created with the ability to
                                                narrow visibility to a system (number of JVMs) and a time period (like day, week,
                                                month etc.). These reports will deliver the top 10 resource consumers and top 10
                                                lasting transactions/SQL statements. These reports can be delivered at any time; VFE
                                                staff will be trainedto get them any time after implementation.

                                                During the configuration phase of VantageAnalyzer a person with very good
                                                knowledge of the system must be available for Intelli/Compuwar e staff to answer
                                                questions about objects and methods in a Java virtual machine. This person should be
                                                available for a time period of four hours, later just for an answer on the phone during
                                                typical business hours. The correct analysis of the objects is cr ucial to project success
                                                and must be done by persons who know the system very well; it might be possible that
                                                external resources will be needed (in case of 3rd party products).

                                        6.3.    Diagnostic tools
                                                As part of the greater solution for “Billing Online”, special focus will be on the End
                                                User Experience monitoring. For this system every active user will be monitored and
                                                the top 5 transactions of each user will be shown and analyzed as to page load time,
                                                server time, HTTP response time, HTTP errors and TCP errors, r edirect time, loss
                                                rate, RTT and realized bandwidth. Transactions are actually URL calls from the end
                                                user to for “Billing Online”.


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                                                A number of URLs (transactions measured by Agentless) can be grouped together,
                                                which is then called a service. For “Billing Online” a total number of 7 services will be
                                                monitored and shown up in the service model of VSM dashboards.

                                                During rollout, Billing department will have to identify up to 5 standard reports to be
                                                delivered for “Billing Online” via Agentless reporting.

                                                All standard reports delivered with ClientVantage Agentless Monitoring will be usable
                                                for this system (if they apply in terms of business). The standard DMI reports can be
                                                modified to fulfil requests like visibility only for a certain system, only a certain time
                                                period (i.e month, quarter, day etc.). Every department will have DMI reports covering
                                                their system, but the necessary time period(s) must be defined by the VFE SPOC at
                                                the beginning of the implementation phase.

                                                Vantage End User Experience with Agentless

                                                Agentless monitoring will measure “Billing Online” response times experienced by
                                                every end user. In order to deliver this, Agentless will passively collect data from
                                                specific areas within the network (by use of span port technology on the network
                                                switches or network taps). A detailed list of network span ports for “Billing Online” is
                                                depicted in the receivables section.

                                                Agentless reports data on five-minute intervals. For deeper analysis, the Advanced
                                                Web Diagnostics Server (AWDS) can provide detailed i nsight about web page and
                                                business transaction performance down to each individual page hit using one -
                                                millisecond reporting granularity. Capabilities include diagnostics that help
                                                troubleshoot specific user problems and diagram web page and transaction del ivery
                                                times, showing timings and errors for each individual web object and business
                                                transaction step. For rapid fault domain isolation, the AWDS can build the analytical
                                                model of web-site performance to find systemic problems that cause HTTP - and XML-
                                                based application performance degradation. It then quantifies the site -wide impact and
                                                severity in clear terms. This helps the Billing department to focus on addressing those
                                                web-site problems that are most severe, as well as assigning the right person to the
                                                job.


                                                Client Vantage Active

                                                Client Vantage active monitoring will allow the Billing department to measure the
                                                response times for key business applications against established thresholds using
                                                dedicated workstations that replay scripted transactions. For “B illing Online” Active
                                                agents will be scripted to execute three business transactions, which will be named
                                                during implementation phase by the appropriate Vodafone Egypt SPOC. With CV
                                                Active, Billing department can monitor selected business transactions perf ormed on
                                                “Billing Online” around the clock. As soon as CV Active identifies some performance
                                                problem it will notify Billing department automatically when application service -level
                                                exceptions occur and elevate this information into VSM where the service lev el
                                                monitoring is measured. Client Vantage will have the ability to create application
                                                performance reports with real-time and historical data for trend analysis will allow


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                                                billing department best understand the situation and allow to pinpoint application
                                                performance problems.

                                                In Client Vantage, the Client-Network-Server (C-N-S) Exception report indicates where
                                                excessive time is spent between the client, network and servers, and compares
                                                results of a poorly performing transaction with a baseline profile.


                                                Vantage Analyzer

                                                With Vantage Analyzer Vodafone will receive the ability for comprehensive J2EE
                                                performance monitoring and analysis capabilities of “Billing Online”. Vantage Analyzer
                                                directs administrators straight to the source of J2EE performance problems with
                                                visibility and detailed transaction analysis (down to method or SQL statement level).

                                                If faced with a production performance problem on “Billine Online”, Vantage Analyzer
                                                can provide both a high-level view of entire J2EE workloads and in -depth detail on
                                                specific execution paths, giving department x the ability to easily locate problems and
                                                gather the detailed information needed to hand them off to the right experts (DBAs,
                                                network and systems administrators, application developers).

                                                 The Vantage Performance Analysis Dashboard will provide the ability to monitor
                                                method-level performance and CPU/memory utilization metrics for “Billine Online”.

                                                VantageAnalyzer will be installed into one Java virtual machines on the following
                                                servers:

                                                     10.230.91.101

                                                Vodafone Egypt administrators will be trained to set up and configure alarms within
                                                VantageAnalyzer according to their needs.



                                        6.4.    System Monitoring


                                        6.5.    Log file Analysis
                                                List which systems have log files and which technology component will be responsible
                                                for monitoring this.

                                        6.6.    Custom Monitoring Scripts
                                                                                rd
                                                This may perhaps fall into “3        Party Monitoring” section.   Also list when CtrlM is
                                                responsible for the scheduling of tasks.

                                        6.7.    3 rd Party Alert Monitoring
                                                This will be Vodafone Egypt tools that can monitor specific applications or systems
                                                like Tibco Hawk. E.g. email based alerts from Genesys CTI server.

                                        6.8.    DB Monitoring
                                                What the DB monitoring tool can tell us regarding health of the specific DB/table/link.

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                                        6.9.    Network SPAN Requirements
                                                The network spanning requirements for billing online are shown below:



                                                                         SPAN PORT REQUIREMENTS for Billing Online

                                                             System name and/or IP                                     Network port

                                                 EGOCT-WICRM07 (10.230.92.72)                      DC1 3/5

                                                 EGOCT-WICRM07 (10.230.92.71)                      DC1 3/5



                                        6.10.   Network Monitoring Requirements
                                                If special network monitoring is required it n eeds to be listed in this section; e.g.
                                                specific network device polling alerts from HP NNM for device and port; also path
                                                performance test like jitter IPSLA test across a WAN link.

                                                NV should be included in this section where it is used to monitor.

                                        6.11.   Storage Monitoring
                                                This section will provide information on what metrics are monitored in terms of storage
                                                – primarily for SAN based alerts.

                                        6.12.   Receivables
                                                Vodafone    must   provide      one   “dummy”   customer     within   “Billing    Online”   for
                                                ClientVantage to perform the actions on this user.

                                                Vodafone should deliver the span ports listed in the span port requirements.

                                                Vodafone should create and deliver a specific Siebel account in order to be used
                                                within Client Vantage. This account should have the privileges to edit the “dummy”
                                                customer in “Billing Online”.

                                                The private SSL keys/certificates for the servers involved with SSL traffic must be
                                                supplied to the SSL decryption hardware. During implementation (details can be found
                                                in the current project plan) the Intelli/Compuware staff wil l ask for them and will show
                                                VFE staff how to integrate the keys in the special hardware. No member of the
                                                implementation team (except of VFE staff) will ever get in contact with the decryption
                                                keys/certificates. The keys/certificates will be stored in har dware encrypted and only
                                                VFE staff will have access.

                                                A session cookie with details of the user (name, user id etc.) must be provided for
                                                ClientVantage Agentless Monitoring in order to cunt and name individual users and
                                                their transactions. Intelli/Compuware staff will ask about the cookie’s internal structure
                                                during implementation.

                                                VFE must provide a test user for the ClientVantage robot systems, so that all defined
                                                business transactions can be performed. This test user needs to be fitted with the
                                                necessary credentials within system “Billing Online”.

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                                                The selection of transactions to be scripted will be done at the beginning of the
                                                implementation phase by the VFE SPOC and Intelli/Compuware staff together. The
                                                SPOC must show the system and on the Client Vantage robot PC selected for script
                                                action for this system the client software must be installed.

                                                Access (on the network layer within VFE) between the Client Vantage robot and the
                                                system’s server must be ensured by VFE staff.

                                        6.13.   Assumptions & Dependencies
                                                The success of the implementation of “Billing Online” is heavily depending on the
                                                availability of HP Open View system and database monitoring; delays in HP
                                                configuration will have direct impact on the E2E project progress.

                                                VFE must provide an administrator being able to fully administer system “Billing
                                                Online” and answer upcoming questions. This person must not permanently be on -site
                                                with Intelli/Compuware staff, but should be available during typical business hours on
                                                the phone in a reasonable time (like one workin g day). In times of absence a
                                                surrogate must be named.



                                        6.14.   Extended Monitoring Capabilities
                                                Additional monitor capabilities include Client Vantage auto checks. Auto checks are
                                                not mandatory but could possibly provide value by measuring specific functions. Aut o
                                                checks can perform some extra testing to further support service monitoring The exact
                                                extent of use of the auto checks will be examined during the rollout.

                                                Auto checks can include:

                                                      URL check

                                                      SMTP check

                                                      Web services check

                                                      Ping check

                                                      Database check

                                                      Port check

                                                      DNS check

                                                      LDAP check



                                        6.15.   Application Discovery Management
                                                This section describes what systems will form part of the EMC ADM discovery.




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                                        6.16.   Change Management
                                                This section describes what will be monitored in terms of hardware, relationship and
                                                software changes.




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                                        7.      Billing Risk Management
                                                Risk management contains two basic functions (Collections & High usage).

                                                Collection Application is designed to help Vodafone staff track customers’ history in
                                                terms of meeting payment requirements.

                                                High Usage Application is to watch out for risky over-usage of Vodafone mobile phone
                                                service.

                                                The front end of these is Business objects reporting provided over HTTP protocol. The
                                                application server is based on Java JBoss.




                                        7.1.    Service Model Framework
                                                Vantage Service manager will provide the following services in dashboards as well as
                                                in Service Model Views for the system “Billing – Risk management”:



                                                1.    “Billing – Risk management” business service

                                                      The status of this service will be calculated by the subordinate services. The
                                                      method of calculating the corresponding status will be defined together with the
                                                      Vodafone Egypt SPOC during implementation.

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                                                1.1       Consumer Collection

                                                          This service will be monitored and shown as a sub -service of the „Billing – Risk
                                                          management” service. Vital service data shown with this service will be:

                                                          Service is up and running

                                                          last available status of service



                                                1.2       Corporate Collection

                                                          This service will be monitored and shown as a sub -service of the „Billing – Risk
                                                          management” service. Vital service data shown with this service will be:

                                                          service is up and running

                                                          last available status of service



                                                1.3       High Usage

                                                          This service will be monitored and shown as a sub -service of the „Billing – Risk
                                                          management” service. Vital service data shown with this service wil l be:

                                                          service is up and running

                                                          last available status of service



                                                1.4       Virtual Agent

                                                          This service will be monitored and shown as a sub -service of the „Billing – Risk
                                                          management” service. Vital service data shown with this service will be:

                                                          service is up and running

                                                          last available status of service



                                                1.5       Risk management

                                                          This service will be monitored and shown as a sub -service of the „Billing – Risk
                                                          management” service. Vital service data shown with this service will be :

                                                          service is up and running

                                                          last available status of service



                                                1.6       Risk Management Database

                                                          This service is fed by HP OpenView database monitoring module. It’s status will
                                                          be shown under the system (“Billing – Risk management”) and be used to
                                                          calculate the overall status of the business service.


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                                                      Below this service all available sub-services will be shown (see paragraph
                                                      dealing with database monitoring for details).



                                                1.7   Data Warehouse Database

                                                      This service is fed by HP OpenView database monitoring module. It’s status will
                                                      be shown under the system (“Billing – Risk management”) and be used to
                                                      calculate the overall status of the business service.
                                                      Below this service all available sub-services will be shown (see paragraph
                                                      dealing with database monitoring for details).



                                                1.8   BSCS database

                                                      This service is fed by HP OpenView database monitoring module. It’s status will
                                                      be shown under the system (“Billing – Risk management”) and be used to
                                                      calculate the overall status of the business service.
                                                      Below this service all available sub-services will be shown (see paragraph
                                                      dealing with database monitoring for details).



                                                Incomplete Example of presentation in the Service Model:




                                                Vantage Service Manager (VSM) offers dashboards for an online view on service
                                                status information and service qualities. A number of one dashboard fo r this system
                                                will be delivered, showing every service stated here and it’s quality, outage, SLA (if
                                                defined) over time (i.e. daily, monthly etc.).




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                                                The data on the dashboards will be printable as a report in PDF format as well,
                                                showing the same data in num bers (but not the nice graphical charts, due to the fact
                                                that these charts are only for online viewing).

                                                Should there be the need for more dashboards (i.e. showing different data collections
                                                or parts of services, due to security or organisational reasons) a change request must
                                                be applied to this.

                                                If current SLA definitions exists for the department these should be provided
                                                electronically or printed in their latest version at the beginning of the implementation
                                                phase.

                                                It is expected that for every alert that is raised to VSM, a clear event (called “return -
                                                to-normal”) will also be delivered to correctly update service impact after the fault is
                                                resolved. The verification of this is the duty of VFE staff before the implementation
                                                phase. If there is a missing “return-to-normal” with a good reason for it, it’s expected
                                                that VFE staff will notify Intelli/Compuware staff before the beginning of the
                                                implementation phase.

                                                Vantage Service Manager will provide dashboards (dynamic, for online viewing) and
                                                reports (static, for printing, in PDF format) that will show service quality over a
                                                selectable time period (i.e. a day, month, quarter, year etc.), as a list of all services as
                                                well as for each service with all available details (regarding sub -services).

                                                For system “Billing Risk Management” there will be one dashboard with one page (to
                                                be viewed in a browser); more dashboards or special pages can be discussed if
                                                needed during implementation, but they’ll be subject to a formal change request.

                                                During implementation there will be the need to modify scripts within system “Billing
                                                Risk Management”. In order to accomplish project as planned VFE must provide
                                                skilled persons that will be able and allowed to deliver requested changes in scripts
                                                within a reasonable time that will not constrain project progress. Most changes can
                                                only be stated after having had a closer look at the scripts’ source code, but will be
                                                just command lines for Compuware’s command line utility. In general, these changes
                                                take only a few hours of time during the whole implementation phase. VFE staff will be
                                                named by the SPOC and will work closely with Intelli/Compuware staff. During
                                                implementation of any changes in VFEs scripts Intelli/Compuware staff will be willing
                                                and available to support VFE staff.

                                                Clarifications on terms and names will be done during an initial meeting after start of
                                                implementation phase.

                                        7.2.    Transaction monitoring
                                                With Vantage Analyzer Vodafone will receive the ability for comprehensive J2EE
                                                performance monitoring and analysis capabilities of Risk Management. Vantage
                                                Analyzer directs users straight to the source of J2EE performance problems with
                                                visibility and detailed transaction analysis (down to method or SQL statement level).

                                                If faced with a production performance problem on Risk Management, Vantage
                                                Analyzer can provide both a high-level view of entire J2EE workloads and in-depth

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                                                detail on specific execution paths, giving Billing department the ability to easily locate
                                                problems and gather the detailed information needed to hand them off to th e right
                                                experts (DBAs, network and systems administrators, application developers).

                                                 The Vantage Performance Analysis Dashboard will provide the ability to monitor
                                                method-level performance and CPU/memory utilization metrics for Risk Management.

                                                VantageAnalyzer will be installed into 1 Java virtual machine on the following servers:

                                                       Risk Management server      (10.230.91.93)

                                                It’s going to be monitor up to five instances of a JBoss application server on the one
                                                machine.

                                                Vodafone Egypt administrators will be trai ned to set up and configure alarms within
                                                VantageAnalyzer according to their needs.

                                                VantageAnalyzer offers the ability of PDF reports being created with the ability to
                                                narrow visibility to a system (number of JVMs) and a time period (like day, week,
                                                month etc.). These reports will deliver the top 10 resource consumers and top 10
                                                lasting transactions/SQL statements. These reports can be delivered at any time; VFE
                                                staff will be trained to get them any time after implementation.

                                                During the configuration phase of VantageAnalyzer a person with very good
                                                knowledge of the system must be available for Intelli/Compuware staff to answer
                                                questions about objects and methods in a Java virtual machine. This person should be
                                                available for a time period of four hours, later just for an answer on the phone during
                                                typical business hours. The correct analysis of the objects is crucial to project success
                                                and must be done by persons who know the system very well; it might be possible that
                                                external resources will be needed (in cas e of 3rd party products).



                                        7.3.    Diagnostic tools
                                                As part of the greater solution for Risk Management, special focus will be on the End
                                                User Experience monitoring. For this system every active user will be monitored and
                                                the top 10 transactions of each user will be shown and analyzed as to page load time,
                                                server time, HTTP response time, HTTP errors and TCP errors, redirect time, loss
                                                rate, RTT and realized bandwidth. Transactions are actually URL calls from the end
                                                user to Risk Management.

                                                A number of URLs (transactions measured by Agentless) can be grouped together,
                                                which is then called a service. For Risk Management up to 10 services will be
                                                monitored and shown up in the service model of VSM dashboards.

                                                During rollout, Risk Management team will have to identify up to 5 standard reports to
                                                be delivered for application Risk Management via Agentless reporting.

                                                All standard reports delivered with ClientVantage Agentless Monitoring will be usable
                                                for this system (if they apply in terms of business). The standard DMI reports can be
                                                modified to fulfil requests like visibility only for a certain system, only a certain time
                                                period (i.e month, quarter, day etc.). Every department will have DMI reports covering

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                                                their system, but the necessary time period(s) must be defined by the VFE SPOC at
                                                the beginning of the implementation phase .

                                                Vantage End User Experience with Agentless

                                                Agentless monitoring will measure Risk Management response times experienced by
                                                every end user. In order to deliver this, Agentless will passively coll ect data from
                                                specific areas within the network (by use of span port technology on the network
                                                switches or network taps). A detailed list of network span ports for Risk Management
                                                is depicted in the receivables section.

                                                Agentless reports data on five-minute intervals. For deeper analysis, the Advanced
                                                Web Diagnostics Server (AWDS) can provide detailed insight about web page and
                                                business transaction performance down to each individual page hit using one -
                                                millisecond    reporting     granularity.   Capabilities        include    diagnostics     that   help
                                                troubleshoot specific user problems and diagram web page and transaction delivery
                                                times, showing timings and errors for each individual web object and business
                                                transaction step. For rapid fault domain isolation, the AW DS can build th e analytical
                                                model of web-site performance to find systemic problems that cause HTTP - and XML-
                                                based application performance degradation. It then quantifies the site -wide impact and
                                                severity in clear terms. This helps Billing team to focus on addressing tho se web-site
                                                problems that are most severe, as well as assigning the right person to the job.

                                                Client Vantage Active

                                                Client Vantage active monitoring will allow Billing department to measure the
                                                response times for key business applications against establishe d thresholds using
                                                dedicated workstations that replay scripted transactions. For Risk Management Active
                                                agents will be scripted to execute 3 business transactions, which will be named during
                                                implementation phase by the appropriate Vodafone Egypt SPOC, prov iding "control"
                                                measurements. With CV Active, Billing department can monitor selected business
                                                transactions performed on Risk Management system around the clock. As soon as CV
                                                Active   identifies   some    performance     problem      it    will   notify   Billing   department
                                                automatically when application service-level exceptions occur and elevate this
                                                information into VSM where the service level monitoring is measured. Client Vantage
                                                will have the ability to create application performance reports with real -time and
                                                historical data for trend analysis will allow Billing department best understand the
                                                situation and allow to pinpoint application performance problems.

                                                In Client Vantage, the Client-Network-Server (C-N-S) Exception report indicates where
                                                excessive time is spent between the client, network and servers, and compares
                                                results of a poorly performing transaction with a baseline profile.



                                        7.4.    System Monitoring
                                                Define details of type of system monitoring applicable to each listed server in this
                                                Business Application’s scope.



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                                        7.5.    Log file Analysis
                                                List which systems have log files and which technology component will be responsible
                                                for monitoring this.

                                        7.6.    Custom Monitoring Scripts
                                                                                rd
                                                This may perhaps fall into “3        Party Monitoring” section.   Also list when CtrlM is
                                                responsible for the scheduling of tasks.

                                        7.7.    3 rd Party Alert Monitoring
                                                This will be Vodafone Egypt tools that can monitor specific applications or systems
                                                like Tibco Hawk. E.g. email based alerts from Genesys CTI server.

                                        7.8.    DB Monitoring
                                                What the DB monitoring tool can tell us regarding health of the specific DB/table/link.

                                        7.9.    Network SPAN Requirements
                                                Spanning requirements for Risk Management

                                                                           SPAN PORT REQUIREMENTS for Risk Management

                                                                  System name and/or IP                                   Network port

                                                              DCRISKAPP1 (10.230.91.93)                                    DC1 9/28



                                        7.10.   Network Monitoring Requirements
                                                If special network monitoring is required it needs to be listed in this section; e.g.
                                                specific network device polling alerts from HP NNM for device and port; also path
                                                performance test like jitter IPSLA test across a WAN link.

                                                NV should be included in this section where it is used to monitor.

                                        7.11.   Storage Monitoring
                                                This section will provide information on what metrics are monitored in terms of storage
                                                – primarily for SAN based alerts.

                                        7.12.   Receivables
                                                For Risk Management system monitoring Vodafone should provide:

                                                Credentials for Client vantage to log-on to the Risk management system and perform
                                                the specified monitoring transactions.

                                                The private SSL keys/certificates for the servers involved with SSL traffic must be
                                                supplied to the SSL decryption hardware. During impl ementation (details can be found
                                                in the current project plan) the Intelli/Compuware staff will ask for them and will show
                                                VFE staff how to integrate the keys in the special hardware. No member of the
                                                implementation team (except of VFE staff) will ever get in contact with the decryption
                                                keys/certificates. The keys/certificates will be stored in hardware encrypted and only
                                                VFE staff will have access.
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                                                A session cookie with details of the user (name, user id etc.) must be provided for
                                                ClientVantage Agentless Monitoring in order to cunt and name individual users and
                                                their transactions. Intelli/Compuware staff will ask about the cookie’s internal structure
                                                during implementation.

                                                VFE must provide a test user for the ClientVantage robot systems, so that all defined
                                                business transactions can be performed. This test user needs to be fitted with the
                                                necessary credentials within system “Billing Risk Management”.

                                                The selection of transactions to be scripted will be done at the beginning of the
                                                implementation phase by the VFE SPOC and Intelli/Compuware staff together. The
                                                SPOC must show the system and on the ClientVantage robot PC selected for script
                                                action for this system the client software must be installed.

                                                Access (on the network layer within VFE) between the ClientVant age robot and the
                                                system’s server must be ensured by VFE staff.

                                        7.13.   Assumptions & Dependencies
                                                The success of the implementation of “Billing Risk Management” is heavily depending
                                                on the availability of HP OpenView system and database monitoring; delays in HP
                                                configuration will have direct impact on the E2E project progress.

                                                VFE must provide an administrator being able to fully administer system “Billing Risk
                                                Management” and answer upcoming questions. This person must not permanently be
                                                on-site with Intelli/Compuware staff, but should be available during typical business
                                                hours on the phone in a reasonable time (like one working day). In times of absence a
                                                surrogate must be named.

                                        7.14.   Extended Monitoring Capabilities
                                                Additional monitor capabilities include Client Vant age auto checks. Auto checks are
                                                not mandatory but could possibly provide value by measuring specific functions. Auto
                                                checks can perform some extra testing to further support service monitoring The exact
                                                extent of use of the auto checks will be examined du ring the rollout.

                                                Auto checks can include:

                                                      URL check

                                                      SMTP check

                                                      Web services check

                                                      Ping check

                                                      Database check

                                                      Port check

                                                      DNS check

                                                      LDAP check




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                                                The success of the implementation of “Billing Risk Management” is heavily depending
                                                on the availability of HP OpenView system and database monitoring; delays in HP
                                                configuration will have direct impact on the E2E project progress.



                                        7.15.   Application Discovery Management
                                                This section describes what systems will form part of the EMC ADM discovery.

                                        7.16.   Change Management
                                                This section describes what will be monitored in terms of hardware, relationship and
                                                software changes.




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                                        8.      Data Warehouse
                                                Data warehouse application is one on the critical reporting systems within Vodafone.

                                                Information is provided to the end users by two front end syste ms (10.230.81.84 &
                                                10.230.81.88). The information is provided via http to a thin client (e.g. Internet
                                                explorer). The architecture is provided below:




                                        8.1.    Service Model Framework
                                                Vantage Service manager will provide the following services in dash boards as well as
                                                in Service Model Views for the system “Data W arehouse”:



                                                1.    Data Warehouse Business Service

                                                      The status of this abstract business service will be calculated by the subordinate
                                                      services. The method of calculating the corresponding status wi ll be defined
                                                      together with the Vodafone Egypt SPOC during implementation. All relevant
                                                      information will be collected and presented in a condensed form in this service.
                                                      The status of this abstract business service will be calculated by the subordinate
                                                      services. The method of calculating the corresponding status will be defined
                                                      together with the Vodafone Egypt SPOC during implementation. All relevant
                                                      information will be collected and presented in a condensed form in this service.




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                                                1.1   ETL loading

                                                      This service will be monitored as an active transaction performed with a robot
                                                      PC. Results will show up in Vantage Service Manager until the next test run will
                                                      be performed.

                                                      The data stage server (IP 10.230.91.190) will be a sub -service containing sub-
                                                      services that come from system monitoring. These will be:

                                                                              Current CPU load as average of all CPUs

                                                                              Current memory usage (either % or kB)

                                                                              Current disk usage (either % or kB)

                                                                              Current context switches / second

                                                                              Current number of interrupts / second



                                                1.2   21 services according to ClientVantage transactions

                                                      ClientVantage will deliver up to 21 active transactions (plus 1.1 “ETL loading”)
                                                      that will be named during the implementation phase. All these will show up as
                                                      sub-services of the “Data W arehouse Business Service” with thei r latest status
                                                      information coming from ClientVantage.



                                                1.3   Data Warehouse Database service

                                                      This service is fed by HP OpenView database monitoring module. Its status will
                                                      be shown under this system (“Data W arehouse Service”) and be used to
                                                      calculate     the       overall   status      of       the     business    service.
                                                      Below this service all available sub-services will be shown (see paragraph
                                                      dealing with database monitoring for details).



                                                1.4   BusinessObjects Database service

                                                      This service is fed by HP OpenView database monitoring module. Its status will
                                                      be shown under this system (“Data W arehouse Service”) and be used to
                                                      calculate     the       overall   status      of       the     business    service.
                                                      Below this service all available sub-services will be shown (see paragraph
                                                      dealing with database monitoring for details) .



                                                1.5   Data Warehouse servers

                                                      These two servers, working in a clustered environment, will be shown as one
                                                      abstract service “Data Warehouse servers” with two sub -services for each of the
                                                      hardware                                                                   servers.
                                                      Vital health information of the hardware must be deliver ed by system monitoring


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                                                      and will be included in the service model, thus be shown as sub -services of the
                                                      hardware server services.



                                                1.6   Other applications’ server

                                                      This server with the IP 10.230.81.88 will be shown as a server hosting services
                                                      like “Fraud” and “DSS”. The vital health information of this server is to be
                                                      delivered by the system monitoring (HP OpenView) and will be included as sub -
                                                      services. Should HP OpenView be able to deliver health information about Fraud
                                                      and DSS the will also be included as sub -services of Data Warehouse Business
                                                      Service.



                                                1.7   Customer Behaviour Analysis service

                                                      This service will be shown as a sub-service. The vital health information of the
                                                      machine (IP 10.230.92.29) must be delivered by system monitoring and will be
                                                      included as sub-services (i.e. CPU, memory etc.).



                                                Incomplete Example of presentation in the Service Model:




                                                Vantage Service Manager (VSM) offers dashboards for an online view on service
                                                status information and service qualities. A number of one dashboard for th is system
                                                will be delivered, showing every service stated here and it’s quality, outage, SLA (if
                                                defined) over time (i.e. daily, monthly etc.).

                                                The data on the dashboards will be printable as a report in PDF format as well,
                                                showing the same data in numbers (but not the nice graphical charts, due to the fact
                                                that these charts are only for online viewing).

                                                Should there be the need for more dashboards (i.e. showing different data collections
                                                or parts of services, due to security or organisational reasons) a ch ange request must
                                                be applied to this.

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                                                If current SLA definitions exists for the department these should be provided
                                                electronically or printed in their latest version at the beginning of the implementation
                                                phase.

                                                It is expected that for every alert that is raised to VSM, a clear event (called “return -
                                                to-normal”) will also be delivered to correctly update service impact after the fault is
                                                resolved. The verification of this is the duty of VFE staff before the implementation
                                                phase. If there is a missing “return-to-normal” with a good reason for it, it’s expected
                                                that VFE staff will notify Intelli/Compuware staff before the beginning of the
                                                implementation phase.

                                                Vantage Service Manager will provide dashboards (dynamic, for online viewing) and
                                                reports (static, for printing, in PDF format) that will show service quality over a
                                                selectable time period (i.e. a day, month, quarter, year etc.), as a list of all services as
                                                well as for each service with all available details (regarding sub -services).

                                                For system “Data Warehouse” there will be one dashboard with one page (to be
                                                viewed in a browser); more dashboards or special pages can be discussed if needed
                                                during implementation, but they’ll be subject to a formal change request.

                                                During implementation there will be the need to modify scripts within system “Data
                                                Warehouse”. In order to accomplish project as planned VFE must provide skilled
                                                persons that will be able and allowed to deliver requested changes in scripts within a
                                                reasonable time that will not constrain project pro gress. Most changes can only be
                                                stated after having had a closer look at the scripts’ source code, but will be just
                                                command lines for Compuware’s command line utility. In general, these changes take
                                                only a few hours of time during the whole implementation phase. VFE staff will be
                                                named by the SPOC and will work closely with Intelli/Compuware staff. During
                                                implementation of any changes in VFEs scripts Intelli/Compuware staff will be willing
                                                and available to support VFE staff.

                                                Clarifications on terms and nam es will be done during an initial meeting after start of
                                                implementation phase.



                                        8.2.    Transaction monitoring
                                                With Vantage Analyzer Vodafone will receive the ability for comprehensive J2EE
                                                performance monitoring and analysis capabilities of DWH application server s
                                                10.230.81.84 & 10.230.81.88. Vantage Analyzer directs users straight to the source of
                                                J2EE performance problems with visibility and detailed transaction analysis (down to
                                                method or SQL statement level).

                                                If faced with a production performance problems on DW H application servers
                                                10.230.81.84 & 10.230.81.88, Vantage Analyzer can provide both a high -level view of
                                                entire J2EE workloads and in-depth detail on specific execution paths, giving DWH
                                                department the ability to easily locate problems and gather the de tailed information
                                                needed to hand them off to the right experts (DBAs, network and systems
                                                administrators, application developers).


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                                                The Vantage Performance Analysis Dashboard will provide the ability to monitor
                                                method-level performance and CPU/memory utilization metrics for DWH application
                                                servers 10.230.81.84 & 10.230.81.88.

                                                VantageAnalyzer will be installed into 2 Java virtual machines on the following
                                                servers:

                                                                            10.230.81.84

                                                                            10.230.81.88

                                                Vodafone Egypt administrators will be trained to set up and configu re alarms within
                                                VantageAnalyzer according to their needs.

                                                VantageAnalyzer offers the ability of PDF reports being created with the ability to
                                                narrow visibility to a system (number of JVMs) and a time period (like day, week,
                                                month etc.). These reports will deliver the top 10 resource consumers and top 10
                                                lasting transactions/SQL statements. These reports can be delivered at any time; VFE
                                                staff will be trainedto get them any time after implementation.

                                                During the configuration phase of VantageAnalyzer a perso n with very good
                                                knowledge of the system must be available for Intelli/Compuware staff to answer
                                                questions about objects and methods in a Java virtual machine. This person should be
                                                available for a time period of four hours, later just for an answer on the phone during
                                                typical business hours. The correct analysis of the objects is crucial to project success
                                                and must be done by persons who know the system very well; it might be possible that
                                                external resources will be needed (in case of 3rd party products).



                                        8.3.     Diagnostic tools
                                                As part of the greater solution for Data W arehouse, special focus will be on the End
                                                User Experience monitoring. For this system every active user will be monitored and
                                                the top 10 transactions of each user will be shown and analyzed as t o page load time,
                                                server time, HTTP response time, HTTP errors and TCP errors, redirect time, loss
                                                rate, RTT and realized bandwidth. Transactions are actually URL calls from the end
                                                user to Systems 10.230.81.84 & 10.230.81.88.

                                                A number of URLs (transactions measured by Agentless) can be grouped together,
                                                which is then called a service. For systems 10.230.81.84 & 10.230.81.88 a total
                                                number of 10 services per system will be monitored and shown up in the service
                                                model of VSM dashboards.

                                                During rollout, DWH team will have to identify up to 5 standard reports to be delivered
                                                for DW H via Agentless reporting.

                                                All standard reports delivered with ClientVantage Agentless Monitoring will be usable
                                                for this system (if they apply in terms of business). The standard DM I reports can be
                                                modified to fulfil requests like visibility only for a certain system, only a certain time
                                                period (i.e month, quarter, day etc.). Every department will have DMI reports covering



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                                                their system, but the necessary time period(s) must be define d by the VFE SPOC at
                                                the beginning of the implementation phase .



                                                Vantage End User Experience with Agentless

                                                Agentless monitoring will measure DW H systems response times experienced by
                                                every end user. In order to deliver this, Agentless will passively colle ct data from
                                                specific areas within the network (by use of span port technology on the network
                                                switches or network taps). A detailed list of network span ports for DWH is depicted in
                                                the receivables section.

                                                Agentless reports data on five-minute intervals. For deeper analysis, the Advanced
                                                Web Diagnostics Server (AWDS) can provide detailed insight about web page and
                                                business transaction performance down to each individual page hit using one -
                                                millisecond   reporting    granularity.   Capabilities    include   diagnostics     that   help
                                                troubleshoot specific user problems and diagram web page and transaction delivery
                                                times, showing timings and errors for each individual web object and business
                                                transaction step. For rapid fault domain isolation, the AW DS can build the analytical
                                                model of web-site performance to find systemic problems that cause HTTP - and XML-
                                                based application performance degradation. It then quantifies the site -wide impact and
                                                severity in clear terms. This helps DWH department to focus on addressing those
                                                web-site problems that are most severe, as well as assigning the right person to the
                                                job.

                                                Client Vantage Active

                                                Client Vantage active monitoring will allow DWH department to measure the response
                                                times for key business applications against established thresholds us ing dedicated
                                                workstations that replay scripted transactions. For DWH systems, Active agents will
                                                be scripted to execute up to 20 business transactions, which will be named during
                                                implementation phase by the appropriate Vodafone Egypt SPOC, providing "cont rol"
                                                measurements.     W ith    CV   Active,   DW H   team    can   monitor   selected    business
                                                transactions performed on systems 10.230.81.84 & 10.230.81.88 around the clock. As
                                                soon as CV Active identifies some performance problem it will notify DWH department
                                                automatically when application service-level exceptions occur and elevate this
                                                information into VSM where the service level monitoring is measured. Client Vantage
                                                will have the ability to create application performance reports with real -time and
                                                historical data for trend analysis will allow DWH department best understand the
                                                situation and allow pinpointing application performance problems.



                                                In Client Vantage, the Client-Network-Server (C-N-S) Exception report indicates where
                                                excessive time is spent between the client, ne twork and servers, and compares
                                                results of a poorly performing transaction with a baseline profile.

                                                Client Vantage will also perform a synthetic transaction on ETL system 10.230.91.190
                                                and perform a dummy ETL job. It was mentioned during the workshops th at the ETL


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                                                system sometime hangs and all ETL task stop. By running and monitoring a dummy
                                                ETL job, we can establish the health of the ETL system.

                                        8.4.    System Monitoring
                                                Define details of type of system monitoring applicable to each listed server in this
                                                Business Application’s scope.

                                        8.5.    Log file Analysis
                                                In the first phase there’s no need for digging into log files. At a later stage this might
                                                be necessary to gather further useful information.

                                        8.6.    Custom Monitoring Scripts
                                                                                rd
                                                This may perhaps fall into “3        Party Monitoring” section.        Also list when CtrlM is
                                                responsible for the scheduling of tasks.

                                        8.7.    3 rd Party Alert Monitoring
                                                                                                           rd
                                                In the first phase of the E2E project there will be no 3        party tools to be integrated.

                                        8.8.    DB Monitoring
                                                The following databases are of relevance to th e business service “Data W arehouse”
                                                and will be monitored by HP OpenView’s database monitoring module:

                                                     BOPRD1

                                                     DMPRD1

                                                     DW HAPP1

                                                     DW HRAC1

                                                     DW HRAC2

                                                The servers that store the databases will be monitored by system monitoring. All
                                                measurements for server monitoring apply to database servers as well. Furthermore
                                                the following metrics must be provided by HP’s module for each of the above
                                                mentioned databases:

                                                - Database size of each production database of relevance to the business service

                                                - Database I/O (bytes read/written) of each production database of relevance to the
                                                business service

                                                Should there be specific database monitoring needs (i.e. just a single table within a
                                                database) these needs must be stated by VFE staff at the beginning of the
                                                implementation phase. As long as HP OpenView is able to deliver the required
                                                specific need it will be incorporated in the “Data Warehouse” business service.




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                                        8.9.    Network SPAN Requirements
                                                The spanning that is required for DWH system follows:

                                                                       SPAN PORT REQUIREMENTS for Data Warehouse Systems

                                                                 System name and/or IP                                   Network port

                                                                DCHQBO1 (10.230.81.84)                                     DC1 9/26

                                                               DCQHODS1 (10.230.81.88)                                     DC2 9/26


                                        8.10.   Network Monitoring Requirements
                                                If special network monitoring is required it needs to be listed in this section; e.g.
                                                specific network device polling alerts from HP NNM for device and port; also path
                                                performance test like jitter IPSLA test across a WAN link.

                                                NV should be included in this section where it is used to monitor.

                                        8.11.   Storage Monitoring
                                                This section will provide information on what metrics are monitored in terms of storage
                                                – primarily for SAN based alerts.

                                        8.12.   Receivables
                                                For Data Warehouse application Vodafone must deliver:

                                                Define the Client Vantage transactions with the implementation team.

                                                Provide the SSL keys where applicable.

                                                Create the dummy ETL job and the credentials for Client Vantage to execute it.

                                                The private SSL keys/certificates for the servers involved with SSL traffic must be
                                                supplied to the SSL decryption hardware. During implementation (details can be found
                                                in the current project plan) the Intelli/Compuware staff will ask for them and will show
                                                VFE staff how to integrate the keys in the special hardware. No member of the
                                                implementation team (except of VFE staff) will ever get in contact with the decryption
                                                keys/certificates. The keys/certificates will be stored in hardware encrypted and only
                                                VFE staff will have access.

                                                A session cookie with details of the user (name, user id etc.) must be provided for
                                                ClientVantage Agentless Monitoring in order to cunt and name individual users and
                                                their transactions. Intelli/Compuware staff will ask about the cookie’s internal structure
                                                during implementation.

                                                VFE must provide a test user for the ClientVantage robot systems, so that all defined
                                                business transactions can be performed. This test user needs to be fitted with the
                                                necessary credentials within system “Data W arehouse”.

                                                The selection of transactions to be scripted will be done at the beginning of the
                                                implementation phase by the VFE SPOC and Intelli/Compuware staff together. The



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                                                SPOC must show the system and on the ClientVantage robot PC selected for script
                                                action for this system the client software must be installed.

                                                Access (on the network layer within VFE) between the ClientVantage robot and the
                                                system’s server must be ensured by VFE staff.

                                        8.13.   Assumptions & Dependencies
                                                The success of the implementation of “Data W arehouse” is heavily depending on the
                                                availability of HP OpenView system and database monitoring; delays in HP
                                                configuration will have direct impact on the E2E project progress.

                                                VFE must provide an administrator being able to fully administer system “ Data
                                                Warehouse” and answer upcoming questions. This person must not permanently be
                                                on-site with Intelli/Compuware staff, but should be available during typical business
                                                hours on the phone in a reasonable time (like one working day). In times of absence a
                                                surrogate must be named.



                                        8.14.   Extended Monitoring Capabilities
                                                Additional monitor capabilities include Client Vantage auto checks. Auto checks are
                                                not mandatory but could possibly provide value b y measuring specific functions. Auto
                                                checks can perform some extra testing to further support service monitoring. The
                                                exact extent of use of the auto checks will be examined during the rollout.

                                                Auto checks can include:

                                                      URL check

                                                      SMTP check

                                                      Web services check

                                                      Ping check

                                                      Database check

                                                      Port check

                                                      DNS check

                                                      LDAP check



                                                In a later phase of the E2E project there might be the need to include results of
                                                certain check scripts into the service model. This requires modification to existing
                                                scripts for information being fed into VSM directly with a command line utility. All this
                                                is not part of the current scope of the project.




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                                        8.15.   Application Discovery Management
                                                This section describes what systems will form part of the EMC ADM discovery.



                                        8.16.   Change Management
                                                This section describes what will be monitored in terms of hardware, relationship and
                                                software changes.




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                                        9.      DWH Revenue Assurance
                                                Revenue Office application is a W eb based service. The main function is preventing
                                                revenue loss. An architectural representation is depicted be low:




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                                        9.1.    Service Model Framework
                                                Vantage Service manager will provide the following services in dashboards as well as
                                                in Service Model Views for the system “DWH Revenue Assurance”:



                                                1.    DW H Revenue Assurance Business Service

                                                      The status of this abstract business service will be calculated by the subordinate
                                                      services. The method of calculating the corresponding status will be defined
                                                      together with the Vodafone Egypt SPOC during implementation. All relevant
                                                      information will be collected a nd presented in a condensed form as the status of
                                                      this service.



                                                1.1   Daily Extraction service

                                                      This service extracts information from other databases (i.e. RTX). The status
                                                      must be determined by a shell script which will be modified during the
                                                      implementation phase to deliver the current status directly into Vantage Service
                                                      Manager with a command line utility.

                                                1.2   DW H RO Servers

                                                      This sub-service is made up of the five servers that build the RO system. The
                                                      status of this service will be calculated by its sub -services. The method of
                                                      calculation will be defined during implementation with the appropriate Vodafone
                                                      Egypt SPOC.

                                                      Each of the sub-services showing one server will include data from system
                                                      monitoring (HP OpenView) like CPU load, memory usage etc. A max. of 10
                                                      metrics will be shown for each server.

                                                      The servers will be:

                                                         1.2.1   RO Database Server (IP 10.230.91.207)

                                                         1.2.2   RO Master Server (IP 10.230.91.208)

                                                         1.2.3   RO W orker 01 (IP 10.230.91.209)

                                                         1.2.4   RO W orker 02 (IP 10.230.91.210)

                                                         1.2.5   RO W orker 03 (IP 10.230.91.211)

                                                1.3   File extraction

                                                      This service gathers files from various sources. There will be a need to modify
                                                      the underlying scripts that perform the action in order to get status information
                                                      via command line utility into Vantage Service Manager. The modification will be
                                                      done during implementation with the appropriate Vodafone Egypt Champion.




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                                                1.4   Business Transactions

                                                      There will be two transactions measured with ClientVantage. Both transactions,
                                                      group under one super-service, will be shown with their last transaction time as
                                                      a sub-service and a means of value (service quality).



                                                Incomplete Example of presentation in the Service Model:




                                                Vantage Service Manager (VSM) offers dashboards for an online view on service
                                                status information and service qualities. A number of one dashboard for th is system
                                                will be delivered, showing every service stated here and it’s quality, outage, SLA (if
                                                defined) over time (i.e. daily, monthly etc.).

                                                The data on the dashboards will be printable as a report in PDF format as well,
                                                showing the same data in numbers (but not the nice graphical charts, due to the fact
                                                that these charts are only for online viewing).

                                                Should there be the need for more dashboards (i.e. showing different data collections
                                                or parts of services, due to security or organisational reasons) a ch ange request must
                                                be applied to this.

                                                If current SLA definitions exists for the department these should be provided
                                                electronically or printed in their latest version at the beginning of the implementation
                                                phase.

                                                It is expected that for every alert that is raised to VSM, a clear event (called “return-
                                                to-normal”) will also be delivered to correctly update service impact after the fault is
                                                resolved. The verification of this is the duty of VFE staff before the implementation

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                                                phase. If there is a missing “return-to-normal” with a good reason for it, it’s expected
                                                that VFE staff will notify Intelli/Compuware staff before the beginning of the
                                                implementation phase.

                                                Vantage Service Manager will provide dashboards (dynamic, for online viewing) and
                                                reports (static, for printing, in PDF format) that will show service quality over a
                                                selectable time period (i.e. a day, month, quarter, year etc.), as a list of all services as
                                                well as for each service with all available details (regarding sub -services).

                                                For system “DWH Revenue Assurance” there will be one dashboard with one page (to
                                                be viewed in a browser); more dashboards or special pages can be discussed if
                                                needed during implementation, but they’ll be subject to a formal change request.

                                                During implementation there will be the need to modify scripts within system “DWH
                                                Revenue Assurance”. In order to accomplish project as planned VFE must provide
                                                skilled persons that will be able and allowed to deliver requested changes in scripts
                                                within a reasonable time that will not constra in project progress. Most changes can
                                                only be stated after having had a closer look at the scripts’ source code, but will be
                                                just command lines for Compuware’s command line utility. In general, these changes
                                                take only a few hours of time during the whole i mplementation phase. VFE staff will be
                                                named by the SPOC and will work closely with Intelli/Compuware staff. During
                                                implementation of any changes in VFEs scripts Intelli/Compuware staff will be willing
                                                and available to support VFE staff.

                                                Clarifications on terms and names will be done during an initial meeting after start of
                                                implementation phase.

                                        9.2.    Transaction monitoring
                                                With Vantage Analyzer Vodafone will receive the ability for comprehensive J2EE
                                                performance monitoring and analysis capabilities of Revenue a ssurance application.
                                                Vantage Analyzer directs users straight to the source of J2EE performance problems
                                                with visibility and detailed transaction analysis (down to method or SQL statement
                                                level).

                                                If faced with a production performance problem on Revenue As surance, Vantage
                                                Analyzer can provide both a high-level view of entire J2EE workloads and in-depth
                                                detail on specific execution paths, giving DWH department the ability to easily locate
                                                problems and gather the detailed information needed to hand them off t o the right
                                                experts (DBAs, network and systems administrators, application developers).

                                                The Vantage Performance Analysis Dashboard will provide the ability to monitor
                                                method-level performance and CPU/memory utilization metrics for the systems shown
                                                below.

                                                VantageAnalyzer will be installed into 5 Java virtual machines on the following
                                                servers:

                                                              (10.230.91.207) DCHQRA01

                                                              (10.230.91.208) DCHQRA02


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                                                             (10.230.91.209) DCHQRA03

                                                             (10.230.91.210) DCHQRA04

                                                             (10.230.91.211) DCHQRA05



                                                Vodafone Egypt administrators will be trained to set up and configure alarms within
                                                VantageAnalyzer according to their needs.

                                        9.3.    Diagnostic tools
                                                As part of the greater solution for Revenue assurance, special focus will be on the
                                                End User Experience monitoring. For this system every active user wi ll be monitored
                                                and the top 10 transactions of each user will be shown and analyzed as to page load
                                                time, server time, HTTP response time, HTTP errors and TCP errors, redirect time,
                                                loss rate, RTT and realized bandwidth. Transactions are actually URL calls from the
                                                end user to the Revenue assurance systems.

                                                A number of URLs (transactions measured by Agentless) can be grouped together,
                                                which is then called a service. For Revenue assurance system, a total number of 5
                                                services will be monitored and shown up in the service model of VSM dashboards.

                                                During rollout, DWH team will have to identify up to 5 standard reports to be delivered
                                                for Revenue assurance via Agentless reporting.

                                                All standard reports delivered with ClientVantage Agentless Monitoring will be usa ble
                                                for this system (if they apply in terms of business). The standard DMI reports can be
                                                modified to fulfil requests like visibility only for a certain system, only a certain time
                                                period (i.e month, quarter, day etc.). Every department will have DMI repor ts covering
                                                their system, but the necessary time period(s) must be defined by the VFE SPOC at
                                                the beginning of the implementation phase .

                                                VantageAnalyzer offers the ability of PDF reports being created with the ability to
                                                narrow visibility to a system (number of JVMs) and a time period (like day, week,
                                                month etc.). These reports will deliver the top 10 resource consumers and top 10
                                                lasting transactions/SQL statements. These reports can be delivered at any time; VFE
                                                staff will be trainedto get them any time a fter implementation.

                                                During the configuration phase of VantageAnalyzer a person with very good
                                                knowledge of the system must be available for Intelli/Compuware staff to answer
                                                questions about objects and methods in a Java virtual machine. This person should be
                                                available for a time period of four hours, later just for an answer on the phone during
                                                typical business hours. The correct analysis of the objects is crucial to project success
                                                and must be done by persons who know the system very well; it might be pos sible that
                                                external resources will be needed (in case of 3rd party products).



                                                Vantage End User Experience with Agentless

                                                Agentless monitoring will measure Revenue assurance application response times
                                                experienced by every end user. In order to deliver this , Agentless will passively collect
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                                                data from specific areas within the network (by use of span port technology on the
                                                network switches or network taps). A detailed list of network span ports for Revenue
                                                assurance is depicted in the receivables section.

                                                Agentless reports data on five-minute intervals. For deeper analysis, the Advanced
                                                Web Diagnostics Server (AWDS) can provide detailed insight about web page and
                                                business transaction performance down to each individual page hit using one -
                                                millisecond   reporting   granularity.   Capabilities    include   diagnostics   that   help
                                                troubleshoot specific user problems and diagram web page and transaction delivery
                                                times, showing timings and errors for each individual web object and business
                                                transaction step. For rapid fault domain isolation, the AW DS can build the analytical
                                                model of web-site performance to find systemic problems that cause HTTP - and XML-
                                                based application performance degradation. It then quantifies the site -wide impact and
                                                severity in clear terms. This helps DWH department to focus on addressing those
                                                web-site problems that are most severe, as well as assigning the right person to the
                                                job.



                                                Client Vantage Active

                                                Client Vantage active monitoring will allow DWH department to measure the response
                                                times for Revenue assurance application against established thresholds using
                                                dedicated workstations that replay scripted transactions. For Revenue assurance,
                                                active agents will be scripted to execute 2 business transactions, which will be named
                                                during implementation phase by the appropriate Vodafone Egypt SPOC, providing
                                                "control" measurements. With CV Active, DWH department can monitor selected
                                                business transactions performed on Revenue assurance around the clock. As soon as
                                                CV Active identifies some performance problem it will notify DWH department
                                                automatically when application service-level exceptions occur and elevate this
                                                information into VSM where the service level monitoring is measured. Client Vantage
                                                will have the ability to create application performance reports with r eal-time and
                                                historical data for trend analysis will allow DWH department best understand the
                                                situation and allow to pinpoint application performance problems.

                                                In Client Vantage, the Client-Network-Server (C-N-S) Exception report indicates where
                                                excessive time is spent between the client, network and servers, and compares
                                                results of a poorly performing transaction with a baseline profile.

                                        9.4.    System Monitoring
                                                Define details of type of system monitoring applicable to each listed server in this
                                                Business Application’s scope.

                                        9.5.    Log file Analysis
                                                In case certain status information can only be read from log file it will be HP
                                                OpenViews tasks to read this information and deliver it to Vantage Service Manager.




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                                        9.6.    Custom Monitoring Scripts
                                                The system “DWH Revenue Assuranc e” uses some custom shell scripts to perform
                                                certain tasks. These scripts must be modified during implementation by VFE staff to
                                                feed information about a scripts’ status into Vantage Service Manager via a command
                                                line utility. Intelli/Compuware will work c losely with the VFE staff to provide support in
                                                configuring the command line utility to fit the needs best.

                                                Details of who is needed when for what time can be found in the “Receivables” section
                                                as well as in the master project plan.

                                        9.7.    3 rd Party Alert Monitoring
                                                This will be Vodafone Egypt tools that can monitor specific applications or systems
                                                like Tibco Hawk. E.g. email based alerts from Genesys CTI server.

                                        9.8.    DB Monitoring
                                                What the DB monitoring tool can tell us regarding health of the specific DB/table/link.

                                        9.9.    Network SPAN Requirements
                                                Spanning requirements for Revenue assurance

                                                                             SPAN PORT REQUIREMENTS for Revenue assurance

                                                                System name and/or IP                              Network port


                                                            (10.230.91.208) DCHQRA02                                   DC1 10/42



                                        9.10.   Network Monitoring Requirements
                                                If special network monitoring is required it needs to be listed in this section; e.g.
                                                specific network device polling alerts from HP NNM for device and port; also path
                                                performance test like jitter IPSLA test across a WAN link.

                                                NV should be included in this section where it is used to monitor.

                                        9.11.   Storage Monitoring
                                                This section will provide information on what metrics are monitored in terms of storage
                                                – primarily for SAN based alerts.

                                        9.12.   Receivables
                                                During implementation there’ll be the need of modifying some scripts that perfo rm
                                                major steps in the “DWH Revenue Assurance” system. These modifications must be
                                                done by VFE staff (“DWH administrators”). Intelli/Compuware provides a command
                                                line utility and appropriate documentation, so that the DWH administrators will be able
                                                to modify their scripts and fire requested information directly into Vantage Service
                                                Manager.

                                                During implementation the Intelli/Compuware staffs is able and willing to support VFE
                                                staff in case there will be questions or need for technical support.
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                                                Clarifications on terms and names will be done during an initial meeting after start of
                                                implementation phase.

                                                DW H administrators will be needed at the beginning of the implementation of “DWH
                                                Revenue Assurance” service and for a certain period of time after. This time de pends
                                                on how fast the script modifications and tests will be performed. A rough estimation
                                                will be three days for one Person.

                                                The private SSL keys/certificates for the servers involved with SSL traffic must be
                                                supplied to the SSL decryption hardware. Durin g implementation (details can be found
                                                in the current project plan) the Intelli/Compuware staff will ask for them and will show
                                                VFE staff how to integrate the keys in the special hardware. No member of the
                                                implementation team (except of VFE staff) will eve r get in contact with the decryption
                                                keys/certificates. The keys/certificates will be stored in hardware encrypted and only
                                                VFE staff will have access.

                                                A session cookie with details of the user (name, user id etc.) must be provided for
                                                ClientVantage Agentless Monitoring in order to cunt and name individual users and
                                                their transactions. Intelli/Compuware staff will ask about the cookie’s internal structure
                                                during implementation.

                                                VFE must provide a test user for the ClientVantage robot systems, so that all de fined
                                                business transactions can be performed. This test user needs to be fitted with the
                                                necessary credentials within system “DWH Revenue Assurance”.

                                                The selection of transactions to be scripted will be done at the beginning of the
                                                implementation phase by the VFE SPOC and Intelli/Compuware staff together. The
                                                SPOC must show the system and on the ClientVantage robot PC selected for script
                                                action for this system the client software must be installed.

                                                Access (on the network layer within VFE) between the Client Vantage robot and the
                                                system’s server must be ensured by VFE staff.



                                        9.13.   Assumptions & Dependencies
                                                The success of the implementation of “DWH Revenue Assurance” is heavily
                                                depending on the availability of HP OpenView system and database monitoring;
                                                delays in HP configuration will have direct impact on the E2E project progress.

                                                VFE must provide an administrator being able to fully administer system “ DWH
                                                Revenue Assurance” and answer upcoming questions. This person must not
                                                permanently be on-site with Intelli/Compuware staff, but should be available during
                                                typical business hours on the phone in a reasonable time (like one working day). In
                                                times of absence a surrogate must be named.

                                        9.14.   Extended Monitoring Capabilities
                                                Additional monitor capabilities include Client Van tage auto checks. Auto checks are
                                                not mandatory but could possibly provide value by measuring specific functions. Auto



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                                                checks can perform some extra testing to further support service monitoring The exact
                                                extent of use of the auto checks will be examined d uring the rollout.

                                                Auto checks can include:

                                                      URL check

                                                      SMTP check

                                                      Web services check

                                                      Ping check

                                                      Database check

                                                      Port check

                                                      DNS check

                                                      LDAP check

                                        9.15.   Application Discovery Management
                                                This section describes what systems will form part of the EMC ADM discovery.

                                        9.16.   Change Management
                                                This section describes what will be monitored in terms of hardware, relationship and
                                                software changes.




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                                        10.     E2E Monitoring for CTI/IVR
                                                The CTI/IVR environment handles incoming and outgoing calls to the IT Call Center.

                                                The CTI/IVR E2E monitoring solution will comprise of the following;

                                                                      Transaction level monitor of the IVR and Voice environment,
                                                                      Server monitoring,
                                                                      Log file analysis,
                                                                      Network latency monitoring,
                                                                      VoIP quality monitoring &
                                                                      CTI alert processing


                                                A combination of transaction and check poi nt metrics will be used together to
                                                determine service degradation or failure but will also raise alerts against specific
                                                check points and system failures to aid root cause analysis and fault diagnosis.

                                        10.1.   Service Model Framework
                                                Vantage Service Manager will provide the following services in dashboards as well as
                                                in Service Model Views for the system “CTI/IVR”:



                                                 1.    “CTI/IVR” business service

                                                      The status of this abstract business service will be calculated by the subordinate
                                                      services. The method of calculating the c orresponding status will be defined
                                                      together with the Vodafone Egypt SPOC during implementation. All relevant
                                                      information will be collected and presented in a condensed form in this service.



                                                1.1   CTI/IVR servers

                                                      There is a number of servers that need to be mon itored. Each of the servers will
                                                      be monitored by one of the system monitoring tools (HP OpenVew or Microsoft
                                                      MOM/SCOM). These tools deliver as a minimum the following information about
                                                      each server:

                                                                        Current CPU load (as average of all CPUs)

                                                                        Current used memory (in % or kB)

                                                                        Current disk I/O rate or current disk activity (in % of CPU)

                                                                        Current used disk space (in % or MB)

                                                                        Current context switches / second

                                                                        Current # of interrupts / second

                                                      Each server will be shown as a service in the service model and the metr ics will
                                                      be sub-services.



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                                                      Should there be a need for more metrics and the monitoring tool be able to
                                                      deliver the requested metrics it will also be included in the service model. The
                                                      total number of 12 metrics should not be exceeded for each server.

                                                      The complete list of servers being monitored can be found in the section
                                                      “System Monitoring” in this chapter.



                                                1.2   Voice services

                                                      A number of four voice test cases will be performed by Keynote Sigos. The
                                                      results of these tests will be shown as services with an approp riate status. The
                                                      names of the transactions and the value maps (to translate measure ment results
                                                      into a status like “GOOD”, “FAIR” or “BAD”) will be defined during the
                                                      implementation phase by Intelli/Compuware staff together with the Vodafone
                                                      SPOC.



                                                1.3   VoIP quality

                                                      The quality of the VoIP traffic going through the switches serving the PBX media
                                                      cards will be monitored and measured.

                                                      A total quality of the VoIP traffic will be shown for each of the four “PBX
                                                      switches”:

                                                                      10.230.60.9

                                                                      10.234.24.11

                                                                      10.234.24.12

                                                                      10.234.24.13

                                                                      10.241.160.11

                                                                      10.241.160.12



                                                1.4   Other systems

                                                      CTI/IVR is depending on other systems that make up services in the service
                                                      model as well. Those “other systems” are placed under their main business
                                                      service, but they will have a linkage to the “CTI/IVR” business service. So,
                                                      should there be a failure in i.e. BSCS database the CTI/IVR service will also be
                                                      affected.

                                                      For details about the other systems’ services see the according chapter in this
                                                      document.




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                                                Incomplete example of the service model:




                                                Vantage Service Manager (VSM) offers dashboards for an online view on service
                                                status information and service qualities. A number of one dashboard for this system
                                                will be delivered, showing every service stated here and it’s quality, outage, SLA (if
                                                defined) over time (i.e. daily, monthly etc.).

                                                The data on the dashboards will be printable as a report in PDF format as well,
                                                showing the same data in numbers (but not the nice graphical charts, due to the fact
                                                that these charts are only for online viewing ).

                                                CTI/IVR dashboard will also be flavoured with data collected by NetworkVantage. This
                                                will be the MOS value of PBX lines, which will be shown differently in reports (each
                                                line) and service model view (aggregation of MOS values, most probably an average
                                                value,   but   that   will   be   defined   during   implementation   by   the    SPOC     and
                                                Intelli/Compuware staff).

                                                Should there be the need for more dashboards (i.e. showing different data collections
                                                or parts of services, due to security or organisational reasons) a change r equest must
                                                be applied to this.

                                                If current SLA definitions exists for the department these should be provided
                                                electronically or printed in their latest version at the beginning of the im plementation
                                                phase.

                                                It is expected that for every alert that is rais ed to VSM, a clear event (called “return-
                                                to-normal”) will also be delivered to correctly update service impact after the fault is
                                                resolved. The verification of this is the duty of VFE staff before the implementation
                                                phase. If there is a missing “return-to-normal” with a good reason for it, it’s expected

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                                                  that VFE staff will notify Intelli/Compuware staff before the beginning of the
                                                  implementation phase.

                                                  Vantage Service Manager will provide dashboards (dynamic, for online viewing) and
                                                  reports (static, for printing, in PDF format) that will show service quality over a
                                                  selectable time period (i.e. a day, month, quarter, year etc.), as a list of all services as
                                                  well as for each service with all available details (regarding sub -services).

                                                  For system “CTI/IVR” there will be one dashboard with one page (to be viewed in a
                                                  browser); more dashboards or special pages can be discussed if needed during
                                                  implementation, but they’ll be subject to a formal change request.

                                                  During implementation there will be the need to modify scripts within system
                                                  “CTI/IVR”. In order to accomplish project as planned VFE must provide skilled persons
                                                  that will be able and allowed to deliver requested changes in scripts within a
                                                  reasonable time that will not constrain project progress. Most change s can only be
                                                  stated after having had a closer look at the scripts’ source code, but will be just
                                                  command lines for Compuware’s command line utility. In general, these changes take
                                                  only a few hours of time during the whole implementation phase. VFE staff w ill be
                                                  named by the SPOC and will work closely with Intelli/Compuware staff. During
                                                  implementation of any changes in VFEs scripts Intelli/Compuware staff will be willing
                                                  and available to support VFE staff.

                                                  Clarifications on terms and names will be done du ring an initial meeting after start of
                                                  implementation phase.



                                        10.2.     Transaction monitoring – Keynote Sigos SITE
                                                  TBD – latest design changes will be added…two more tests must be described – these
                                                  will focus on the Inbound voice channels to ISDN and IPT connected CC Agents.

                                                  Four voice test cases shall be implemented in order to test the IVR platform,
                                                  combined with voice quality metrics. The aim is to navigate through the IVR menu, to
                                                  record and to recognize different prompts and to measure the voice quality. The
                                                  terminating side can whether be the IVR platform (playing announcements) or a call
                                                  center agent. In order to achieve and to guarantee a fully automated testing, a
                                                  ISDN/PSTN CLU shall replace the call center agent(s).

                                        10.2.1.   Requirements
                                                  In order to perform a referenced voice quality check, all possible announcements from
                                                  the IVR platform (and from the ISDN/PSTN CLU, simulating the call center agent)
                                                  must be available (prompt pool).      In order to guarantee a proper PESQ result (e.g.
                                                  Mean Opinion Score), the announcements have to fulfil the following criteria’s:

                                                                   Announcements contains pairs of sentences, separated by silence
                                                                   Totalling 8s in duration
                                                                   In some cases three or four sentences could be used, with slightly
                                                                    longer recordings (up to 12s)
                                                                   Male or female voice
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                                                 Note: The length of the announcement is not so critical. The important fact is that the
                                                 PESQ algorithm is as close as possible to the Opticom recommendations for
                                                 obtaining the best results. Basically any voice announcement from 6s to 12s is OK. If
                                                 the voice sample is very long (longer as 12s) it is recommended to take an extract to
                                                 perform the voice quality check.



                                                In order to perform some preliminary tests at Keynote -SIGOS, Vodafone Egypt should
                                                provide some original announcements in one of the following form ats:

                                                                   Audio/g726-32
                                                                   Audio/g729
                                                                   Audio/pcma (ALAW)
                                                                   Audio/pcmu (ULAW)



                                                An ISDN CLU shall be installed.

                                                In order to test and to verify different IVR scenarios, a detailed description of the IVR
                                                logical flow is required.

                                                Vodafone Egypt will provide the keys that the user needs to press (DTMF tones) to
                                                access the submenu to be reached. The timing of the blanks between the keys is also
                                                important.

                                                The details Vodafone Egypt should provide are:

                                                    1. Number is dialled: what is the announcement?
                                                      Which sequence of DTMF tones is pressed?          (w5 means “wait 5s”, 3 means
                                                      “press 3”). Example: w5 3 w6 4 w10.

                                                    2. Vodafone Egypt need to provide this sequence in written form (example: w5 3
                                                        w6 4 w10)
                                                    3. W hat announcement is expected after this sequence?



                                                Vodafone Egypt must be able to configure and to route the calls, initiated by the test
                                                SIMs, to the corresponding call center agent (ISDN/PSTN CLU) within their IVR/CTI
                                                platform.

                                                Furthermore a test SIM with the corresponding provisioning is required. It is
                                                recommended to test the behaviour of the different scenarios in the live environment.
                                                This implies that the SITE System is already deployed in the VF Egypt environment.

                                                TBD: No problem in this however I prefer to check by dialling a fixed number pre -
                                                defined on PBX as we will not need to test the GSM in addition to make sure that the
                                                call is already routed to specific site. – This section is still to be updated after final
                                                design decision by team.



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                                                  Test Steps Scenario 1 (Test Case “VAS_CheckIVR_Platform”)
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                                        10.2.2.
                                                        1. Location Update Solved if we use A=ISDN.
                                                        2. Call Initiate (short code based on the PBX not GSM) .
                                                        3. Send DTMF tones
                                                        4. Record Audio
                                                        5. Call Release
                                                        6. Recognize Prompt
                                                        7. Check Voice Quality
                                                        8. Release device




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                                                   Test Steps Scenario 2 (Test Case “VAS_CheckIVR_Platform_CCAgent”)
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                                        10.2.3.
                                                   A-Side (GSM/UMTS)                                         B-Side (ISDN/PSTN)
                                                  1. Location Update (optional – Not required for A=ISDN)    1. InitializeDevice
                                                     Call Initiate (short code based on the PBX not GSM)

                                                  2.   Send DTMF tones                                       2. CallReceive
                                                  3.   Record Audio                                          3. PlayAudio
                                                  4.   Call Release                                          4. CallReceiveRelease
                                                  5.   Recognize Prompt                                      5. ReleaseDevice
                                                  6.   Check Voice Quality
                                                  7.   ReleaseDevice




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                                        10.2.4.   Measurements (KPIs)

                                                  Measurement                       Type              Description

                                                  ExpectedPrompts                   Varchar(255)      Expected prompts

                                                  LengthOfRecogRefPrompt            Float             Length of recognized
                                                                                                      reference prompt

                                                  LocAudiofile                      Varchar(255)      Recorded audio file location

                                                  NormalizedDistanceOfPrompt Float                    Normalized distance of best
                                                                                                      reference prompt

                                                  PromptPool                        Varchar(255)      Used prompt pool for
                                                                                                      recognition

                                                  RecognitionConfidence             Float             Recognition confidence of
                                                                                                      best recognized reference
                                                                                                      prompt

                                                  RecognitionDuration               Duration_Msec     Duration of recognition
                                                                                                      process




                                                  RecognizedPrompt                  Varchar(255)      Name of best recognized
                                                                                                      reference prompt


                                                  RecordingDuration                 Duration_Msec     Real duration of recording




                                                  MinimalExpectedMOS                Float             User defined threshold for
                                                                                                      MOS value

                                                  MeanOpinionScore2                 Float             Value of Mean Opinion Score
                                                                                                      (MOS, PESQ algorithm)


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                                        10.2.5.   Test Case Parameter

                                                   Parameter                     Type              Description

                                                   DTMF_Sequence                                   DTMF sequence to browse the IVR
                                                                                                   menu


                                                   PromptPool                                      Pool of all reference prompts


                                                   ExpectedPrompt


                                                   RecordDuration                                  Record duration of prompt in seconds


                                                   MinimalExpectedMOS                              Test Case Verdict dependend on the
                                                                                                   expected MOS value


                                                   B-Number                                        External Number (Short Code)




                                        10.3.     Diagnostic tools
                                                  No additional diagnostics tools are delivered. Existing diagnostics tools must still be
                                                  used when service degradation or failure is indicated by the VSM Service Dashboard.

                                        10.4.     System Monitoring
                                                  This section describes the systems that will be monitored and by which monitoring
                                                  system.
                                                  The following Servers will be monitored and represented in the CTI/IVR service model
                                                  in VSM:

                                                        Server Role           Server Name          IP Address      Monitored
                                                                                                                      By
                                                     Symposium Server        EGOCT-WISYM          10.230.95.68        MS
                                                                                                                   MOM/SCOM
                                                     Symposium Server        EGM02-WISYM          10.234.129.1        MS
                                                                                                                   MOM/SCOM
                                                     Symposium Server        EGZHR-WISYM         10.241.165.31        MS
                                                                                                                   MOM/SCOM
                                                     CCMS (Symposium         EGOCT-WICMS         10.230.98.117        MS
                                                          Rls6)                                                    MOM/SCOM



                                                   WFM                        DCRWFMA1           10.230.91.36        HP OV

                                                   WFM                       egoct-wiwfm02       10.230.91.165       HP OV

                                                   WFM                       egoct-wiwfm03       10.230.92.105       HP OV

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                                                       Server Role           Server Name         IP Address       Monitored
                                                                                                                     By
                                                        UK WFM                                 10.230.89.140       HP OV

                                                          IVR J              DCIVRPJ1           10.230.91.38       HP OV

                                                         IVR K               DCIVRPK1           10.230.91.45       HP OV

                                                         IVR H               DCIVRPH1          10.241.163.33       HP OV

                                                          IVR L              DCIVRPH1          10.241.163.41       HP OV

                                                         IVR M                DCIVRPI1         10.241.163.42       HP OV

                                                          IVR I               DCIVRPI1         10.241.163.36       HP OV

                                                         IVR E               DCIVRPE1         10.234.133.130       HP OV

                                                         IVR F               DCIVRPF1         10.234.133.131       HP OV

                                                         CTI A               DCCTIPA1         10.234.133.103       HP OV

                                                         CTI B               DCCTIPB1         10.234.133.104       HP OV

                                                         CTI C               DCCTIPC1           10.230.92.40       HP OV

                                                         CTI D               DCCTIPD1           10.230.92.42       HP OV

                                                          ERS                DCERSPA1         10.234.133.105       HP OV

                                                        ZHCTIA               DCZHCTIA          10.241.163.31       HP OV

                                                        ZHCTIB               DCZHCTIB          10.241.163.35       HP OV

                                                                             DCZHREP1          10.241.163.36       HP OV

                                                                             DCZHREP2          10.241.163.37       HP OV

                                                        Off Shore         EGOCT-WIIRS01        10.230.92.106       HP OV

                                                       Call Conc.            DCCCNPA1         10.234.133.123       HP OV

                                                 PD                          DCPDDPA1           10.230.92.22       HP OV

                                                 PD                          DCPDDPB1           10.230.92.23       HP OV

                                                 PD                          ZHRCPDC1          10.241.161.47       HP OV

                                                 PD                          M02CPDA1           10.234.9.151       HP OV

                                                 PD                          OCTCPDA1          10.230.95.153       HP OV

                                                 NZ servers                   EGOCT-           10.230.92.128       HP OV
                                                                              WINCC01
                                                 NZ servers                   EGOCT-           10.230.92.129       HP OV
                                                                              WINCC02
                                                 NZ servers                    EGOCT-          10.230.92.130       HP OV

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                                                           Server Role           Server Name           IP Address      Monitored
                                                                                                                          By
                                                                                  WINCC03



                                        10.4.1.   Microsoft MOM/SCOM
                                                  The Symposium servers will be monitored by Microsoft MOM/SCOM for the following
                                                  areas:

                                                              1. CPU utilisation and failure
                                                              2. Memory utilisation and failure
                                                              3. File system utilisation and failure
                                                              4. Monitor specific Window Service for stop/start (Vodafone Egypt to
                                                                 provide information on the Windows service details)
                                                  The MS MOM/SCOM system will generate alerts when problems are detected within
                                                  the monitored areas.

                                                  Through the Compuware VSM-to-MS MOM/SCOM integration, thes e alerts shall be
                                                  processed and presented in the VSM service model.

                                        10.4.2.   HP Open View for UNIX Servers
                                                  The CTI/IVR UNIX servers will be monitored by HP OV. The following metrics will be
                                                  monitored:

                                                              1. CPU utilisation and failure
                                                              2. Memory utilisation and failure
                                                              3. File system utilisation and failure


                                                  The HP OV system will generate alerts when problems are detected within the
                                                  monitored areas.

                                                  HP OV will send relevant alerts to VSM via SNMP traps.

                                                  SNMP traps will be according to the TBD MIB definition.           See Appendix TBD f or
                                                  details.

                                                  In VSM, SNMP traps from HP OV shall indicate relevant service impact against the
                                                  respective service components.

                                        10.5.     Log file Analysis
                                                  The Symposium Server generates text log files.

                                                  Symposium server log file analysis shall be done to find faults on the Symposium
                                                  Server.

                                                  During implementation phase, Vodafone Egypt SPOCs will assist in assessing log file
                                                  entries and fields to aid log file analysis.

                                                  The results will be sent to the corresponding service in Vantage Service Manager.


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                                        10.6.   Custom Monitoring Scripts
                                                                                 rd
                                                This may perhaps fall into “3         Party Monitoring” section.   Also list when CtrlM is
                                                responsible for the scheduling of tasks.

                                        10.7.   3 rd Party Alert Monitoring
                                                The Genesys CTI platform will raise the following alerts by email:

                                                   * Connection Failure

                                                   * CTI Link Failure

                                                   * Host Unavailable

                                                   * Host Unreachable

                                                   * Internal Problem Termination

                                                These alert emails will be delivered to the VSM server.

                                                The following is a sample of the email alert:



                                                 GCTI SML ALARM
                                                  DETECTED.msg



                                        10.8.   DB Monitoring
                                                No database monitoring is envisaged for t he CTI/IVR business application.

                                        10.9.   Network SPAN Requirements
                                                The lists of spanned switch ports are listed below. Only the uplink of each switch will
                                                be spanned (SWT IP column) so a total of 6 span ports will be required.

                                                10.230.60.9             10.234.24.11            10.234.24.12

                                                10.234.24.13            10.241.160.11           10.241.160.12



                                                These 6 span ports will be provided to 3 Network Vantage agents (2 located in HQ, 1
                                                in Dallah Tower, 1 in Zahraa).




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                                                The entire list of cards monitored is listed below:

                                            Real IP           Application          Location           SWT IP     Port         Series
                                                          Voice Media
                                        10.230.60.46     Card_TP1                 HQ-IT1        10.230.60.9     2/13     ES 470 -24T
                                                          Voice Media
                                        10.230.60.47     Card_TP2                 HQ-IT1        10.230.60.9     2/14     ES 470 -24T
                                                          Voice Media
                                        10.230.60.48     Card_TP3                 HQ-IT1        10.230.60.9     2/15     ES 470 -24T
                                                          Voice Media
                                        10.230.60.49     Card_TP4                 HQ-IT1        10.230.60.9     2/16     ES 470 -24T
                                        10.230.60.162     Voice Media Card5       HQ-IT1        10.230.60.9     2/10     ES 470 -24T
                                        10.230.60.163     Voice Media Card6       HQ-IT1        10.230.60.9     2/9      ES 470 -24T
                                        10.230.60.50      Voice Media Card7       HQ-IT1        10.230.60.9     2/12     ES 470 -24T
                                        10.230.60.51      Voice Media Card8       HQ-IT1        10.230.60.9     2/17     ES 470 -24T
                                        10.230.60.52      Voice Media Card9       HQ-IT1        10.230.60.9     2/19     ES 470 -24T
                                        10.230.60.53      Voice Media Card10      HQ-IT1        10.230.60.9     2/21     ES 470 -24T
                                        10.230.60.54      Voice Media Card11      HQ-IT1        10.230.60.9     3/17     ES 470 -24T
                                        10.230.60.55      Voice Media Card12      HQ-IT1        10.230.60.9     4/3      ES 470 -24T
                                        10.230.60.56      Voice Media Card13      HQ-IT1        10.230.60.9     4/5      ES 470 -24T
                                        10.230.60.57      Voice Media Card14      HQ-IT1        10.230.60.9     3/3      ES 470 -24T
                                        10.230.60.58      Voice Media Card15      HQ-IT1        10.230.60.9     3/1      ES 470 -24T
                                        10.230.60.59      Voice Media Card16      HQ-IT1        10.230.60.9     3/2      ES 470 -24T
                                        10.230.60.150     Voice Media Card17      HQ-IT1        10.230.60.9     2/6      ES 470 -24T
                                        10.230.60.151     Voice Media Card18      HQ-IT1        10.230.60.9     2/5      ES 470 -24T
                                        10.230.60.156     Voice Media Card19      HQ-IT1        10.230.60.9     2/8      ES 470 -24T
                                        10.230.60.105     Voice Media Card20      HQ-IT1        10.230.60.9     3/11     ES 470 -24T
                                        10.230.60.106     Voice Media Card21      HQ-IT1        10.230.60.9     3/12     ES 470 -24T
                                        10.230.60.107     Voice Media Card22      HQ-IT1        10.230.60.9     4/13     ES 470 -24T
                                        10.230.60.108     Voice Media Card23      HQ-IT1        10.230.60.9     4/14     ES 470 -24T
                                        10.230.60.109     Voice Media Card24                                      Down
                                        10.230.60.110     Voice Media Card25      HQ-IT1        10.230.60.9     3/14     ES 470 -24T
                                        10.230.60.111     Voice Media Card26      HQ-IT1        10.230.60.9     4/15     ES 470 -24T
                                        10.230.60.112     Voice Media Card27                                      Down


                                            Real IP           Application          Location           SWT IP     Port        Series
                                                                                  Dallah                        Fa0/1    WS-C2960-24TT-
                                        10.234.25.30     Voice Media Card 1       Tower         10.234.24.11    5        L
                                                                                  Dallah                        Fa0/1
                                        10.234.25.23     Voice Media Card 2       Tower         10.234.24.13    9        WS-C2950T-24
                                                                                  Dallah                        Fa0/1
                                        10.234.25.24     Voice Media Card 3       Tower         10.234.24.12    4        WS-C2950T-24
                                                                                  Dallah                        Fa0/1
                                        10.234.25.25     Voice Media Card 4       Tower         10.234.24.12    5        WS-C2950T-24
                                                                                  Dallah                        Fa0/1
                                        10.234.25.26     Voice Media Card 5       Tower         10.234.24.12    6        WS-C2950T-24
                                        10.234.25.27     Voice Media Card 6       Dallah        10.234.24.12    Fa0/1    WS-C2950T-24
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                                                                                 Tower                       8
                                                                                 Dallah                      Fa0/1
                                        10.234.25.28     Voice Media Card 7      Tower        10.234.24.12   7           WS-C2950T-24
                                                                                 Dallah                      Fa0/1       WS-C2960-24TT-
                                        10.234.25.29     Voice Media Card 8      Tower        10.234.24.11   6           L
                                                                                 Dallah                      Fa0/1
                                        10.234.25.31     Voice Media Card 9      Tower        10.234.24.12   9           WS-C2950T-24
                                                                                 Dallah                      Fa0/2
                                        10.234.25.32     Voice Media Card 10     Tower        10.234.24.12   0           WS-C2950T-24
                                                                                 Dallah                      Fa0/1
                                        10.234.25.33     Voice Media Card 11     Tower        10.234.24.13   3           WS-C2950T-24
                                                                                 Dallah                      Fa0/1
                                        10.234.25.34     Voice Media Card 12     Tower        10.234.24.13   6           WS-C2950T-24
                                                                                 Dallah                      Fa0/1
                                        10.234.25.35     Voice Media Card 13     Tower        10.234.24.13   5           WS-C2950T-24
                                                                                 Dallah                      Fa0/2
                                        10.234.25.36     Voice Media Card 14     Tower        10.234.24.13   1           WS-C2950T-24
                                                                                 Dallah                      Fa0/1
                                        10.234.25.37     Voice Media Card 15     Tower        10.234.24.13   7           WS-C2950T-24
                                                                                 Dallah                      Fa0/1
                                        10.234.25.38     Voice Media Card 16     Tower        10.234.24.13   8           WS-C2950T-24


                                            Real IP           Application         Location       SWT IP        Port          Series
                                                                                              10.241.160.1               WS-C2950G-24-
                                        10.241.165.35    Voice Media Card 1      Zahraa       1              Fa0/1       EI
                                                                                              10.241.160.1               WS-C2950G-24-
                                        10.241.165.36    Voice Media Card 2      Zahraa       1              Fa0/2       EI
                                                                                              10.241.160.1               WS-C2950G-24-
                                        10.241.165.37    Voice Media Card 3      Zahraa       1              Fa0/3       EI
                                                                                              10.241.160.1               WS-C2950G-24-
                                        10.241.165.38    Voice Media Card 4      Zahraa       1              Fa0/4       EI
                                                                                              10.241.160.1               WS-C2950G-24-
                                        10.241.165.39    Voice Media Card 5      Zahraa       1              Fa0/5       EI
                                                                                              10.241.160.1               WS-C2950G-24-
                                        10.241.165.40    Voice Media Card 6      Zahraa       1              Fa0/6       EI
                                                                                              10.241.160.1               WS-C2950G-24-
                                        10.241.165.41    Voice Media Card 7      Zahraa       1              Fa0/7       EI
                                                                                              10.241.160.1               WS-C2950G-24-
                                        10.241.165.42    Voice Media Card 8      Zahraa       1              Fa0/8       EI
                                                                                              10.241.160.1               WS-C2950G-24-
                                        10.241.165.43    Voice Media Card 9      Zahraa       1              Fa0/9       EI
                                                                                              10.241.160.1   Fa0/1       WS-C2950G-24-
                                        10.241.165.44    Voice Media Card 10     Zahraa       1              0           EI
                                                                                              10.241.160.1   Fa0/1       WS-C2950G-24-
                                        10.241.165.45    Voice Media Card 11     Zahraa       1              1           EI
                                                                                              10.241.160.1   Fa0/1       WS-C2950G-24-
                                        10.241.165.46    Voice Media Card 12     Zahraa       1              2           EI
                                                                                              10.241.160.1   Fa0/1       WS-C2950G-24-
                                        10.241.165.47    Voice Media Card 13     Zahraa       1              3           EI
                                                                                              10.241.160.1   Fa0/1       WS-C2950G-24-
                                        10.241.165.48    Voice Media Card 14     Zahraa       1              4           EI
                                                                                              10.241.160.1   Fa0/1       WS-C2950G-24-
                                        10.241.165.49    Voice Media Card 15     Zahraa       1              5           EI
                                                                                              10.241.160.1   Fa0/1       WS-C2950G-24-
                                        10.241.165.50    Voice Media Card 16     Zahraa       1              6           EI
                                                                                              10.241.160.1   Fa0/1       WS-C2950G-24-
                                        10.241.165.51    Voice Media Card 17     Zahraa       1              7           EI
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                                                                                              10.241.160.1   Fa0/1       WS-C2950G-24-
                                        10.241.165.52    Voice Media Card 18     Zahraa       1              8           EI
                                                                                              10.241.160.1   Fa0/1       WS-C2950G-24-
                                        10.241.165.53    Voice Media Card 19     Zahraa       1              9           EI
                                                                                              10.241.160.1   Fa0/2       WS-C2950G-24-
                                        10.241.165.54    Voice Media Card 20     Zahraa       1              0           EI
                                                                                              10.241.160.1   Fa0/2       WS-C2950G-24-
                                        10.241.165.55    Voice Media Card 21     Zahraa       1              1           EI
                                                                                              10.241.160.1   Fa0/2       WS-C2950G-24-
                                        10.241.165.56    Voice Media Card 22     Zahraa       1              2           EI
                                                                                              10.241.160.1               WS-C2950G-24-
                                        10.241.165.57    Voice Media Card 23     Zahraa       2              Fa0/1       EI
                                                                                              10.241.160.1               WS-C2950G-24-
                                        10.241.165.58    Voice Media Card 24     Zahraa       2              Fa0/2       EI
                                        10.241.165.59    Voice Media Card 25     Zahraa                         Down
                                                                                              10.241.160.1               WS-C2950G-24-
                                        10.241.165.60    Voice Media Card 26     Zahraa       2              Fa0/4       EI
                                                                                              10.241.160.1               WS-C2950G-24-
                                        10.241.165.61    Voice Media Card 27     Zahraa       2              Fa0/6       EI
                                                                                              10.241.160.1               WS-C2950G-24-
                                        10.241.165.62    Voice Media Card 28     Zahraa       2              Fa0/5       EI
                                                                                              10.241.160.1               WS-C2950G-24-
                                        10.241.165.63    Voice Media Card 29     Zahraa       2              Fa0/7       EI
                                                                                              10.241.160.1               WS-C2950G-24-
                                        10.241.165.64    Voice Media Card 30     Zahraa       2              Fa0/8       EI
                                                                                              10.241.160.1   Fa0/1       WS-C2950G-24-
                                        10.241.165.65    Voice Media Card 31     Zahraa       2              1           EI
                                                                                              10.241.160.1   Fa0/1       WS-C2950G-24-
                                        10.241.165.66    Voice Media Card 32     Zahraa       2              2           EI
                                        10.241.165.67    Voice Media Card 33     Zahraa                        Down
                                                                                              10.241.160.1   Fa0/1  WS-C2950G-24-
                                        10.241.165.68    Voice Media Card 34     Zahraa       2              0      EI
                                        10.241.165.10
                                        1                VGMC24_DSP              Zahraa                         Down
                                        10.241.165.10                                         10.241.160.1               WS-C2950G-24-
                                        2                VGMC25_DSP              Zahraa       2              Fa0/4       EI
                                        10.241.165.10                                         10.241.160.1               WS-C2950G-24-
                                        3                VGMC26_DSP              Zahraa       2              Fa0/6       EI
                                        10.241.165.10                                         10.241.160.1               WS-C2950G-24-
                                        4                VGMC27_DSP              Zahraa       2              Fa0/5       EI
                                        10.241.165.10                                         10.241.160.1               WS-C2950G-24-
                                        5                VGMC28_DSP              Zahraa       2              Fa0/7       EI
                                        10.241.165.10                                         10.241.160.1               WS-C2950G-24-
                                        6                VGMC29_DSP              Zahraa       2              Fa0/8       EI
                                        10.241.165.10                                         10.241.160.1   Fa0/1       WS-C2950G-24-
                                        7                VGMC30_DSP              Zahraa       2              1           EI
                                        10.241.165.10                                         10.241.160.1   Fa0/1       WS-C2950G-24-
                                        8                VGMC31_DSP              Zahraa       2              2           EI
                                        10.241.165.10                                         10.241.160.1               WS-C2950G-24-
                                        9                VGMC32_DSP              Zahraa       2              Fa0/2       EI
                                        10.241.165.11                                         10.241.160.1   Fa0/1       WS-C2950G-24-
                                        0                VGMC34_DSP              Zahraa       2              0           EI
                                        10.241.165.11                                         10.241.160.1               WS-C2950G-24-
                                        1                VGMC1_DSP               Zahraa       1              Fa0/1       EI
                                        10.241.165.11                                         10.241.160.1               WS-C2950G-24-
                                        2                VGMC2_DSP               Zahraa       1              Fa0/7       EI
                                        10.241.165.11    VGMC3_DSP               Zahraa       10.241.160.1   Fa0/2       WS-C2950G-24-
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                                        3                                                     1                          EI
                                        10.241.165.11                                         10.241.160.1               WS-C2950G-24-
                                        4                VGMC4_DSP               Zahraa       1              Fa0/4       EI
                                        10.241.165.11                                         10.241.160.1               WS-C2950G-24-
                                        5                VGMC5_DSP               Zahraa       1              Fa0/5       EI
                                        10.241.165.11                                         10.241.160.1               WS-C2950G-24-
                                        6                VGMC6_DSP               Zahraa       1              Fa0/6       EI
                                        10.241.165.11                                         10.241.160.1               WS-C2950G-24-
                                        7                VGMC7_DSP               Zahraa       1              Fa0/8       EI
                                        10.241.165.11                                         10.241.160.1               WS-C2950G-24-
                                        8                VGMC8_DSP               Zahraa       1              Fa0/9       EI
                                        10.241.165.11                                         10.241.160.1   Fa0/1       WS-C2950G-24-
                                        9                VGMC9_DSP               Zahraa       1              0           EI
                                        10.241.165.12                                         10.241.160.1   Fa0/1       WS-C2950G-24-
                                        0                VGMC10_DSP              Zahraa       1              1           EI
                                        10.241.165.12                                         10.241.160.1   Fa0/1       WS-C2950G-24-
                                        1                VGMC11_DSP              Zahraa       1              2           EI
                                        10.241.165.12                                         10.241.160.1   Fa0/1       WS-C2950G-24-
                                        2                VGMC12_DSP              Zahraa       1              3           EI
                                        10.241.165.12                                         10.241.160.1   Fa0/1       WS-C2950G-24-
                                        3                VGMC13_DSP              Zahraa       1              4           EI
                                        10.241.165.12                                         10.241.160.1   Fa0/1       WS-C2950G-24-
                                        4                VGMC14_DSP              Zahraa       1              5           EI
                                        10.241.165.12                                         10.241.160.1   Fa0/1       WS-C2950G-24-
                                        5                VGMC15_DSP              Zahraa       1              6           EI
                                        10.241.165.12                                         10.241.160.1   Fa0/1       WS-C2950G-24-
                                        6                VGMC16_DSP              Zahraa       1              7           EI


                                            Real IP           Application         Location        SWT IP       Port             Series
                                        10.230.60.77     MGC0000DB1              HQ-IT2       10.230.60.9    4/7         ES 470 -24T
                                        10.230.60.78     MGC0000DB2              HQ-IT2       10.230.60.9    4/7         ES 470 -24T
                                        10.230.60.80     MGC0001DB1              HQ-IT2       10.230.60.9    3/7         ES 470 -24T
                                        10.230.60.83     MGC0040DB1              HQ-IT2       10.230.60.9    3/8         ES 470 -24T
                                        10.230.60.84     MGC0040DB2              HQ-IT2       10.230.60.9    3/8         ES 470 -24T
                                        10.230.60.86     MGC0041DB1              HQ-IT2       10.230.60.9    3/4         ES 470 -24T
                                        10.230.60.87     MGC0041DB2              HQ-IT2       10.230.60.9    3/4         ES 470 -24T
                                        10.230.60.89     MGC0080DB1              HQ-IT2       10.230.60.9    3/9         ES 470 -24T
                                        10.230.60.90     MGC0080DB2              HQ-IT2       10.230.60.9    3/9         ES 470 -24T
                                        10.230.60.92     MGC0081DB1              HQ-IT2       10.230.60.9    3/6         ES 470 -24T
                                        10.230.60.93     MGC0081DB2              HQ-IT2       10.230.60.9    3/6         ES 470 -24T
                                        10.230.60.95     MGC0120DB1              HQ-IT2       10.230.60.9    3/5         ES 470 -24T
                                        10.230.60.96     MGC0120DB2              HQ-IT2       10.230.60.9    3/5         ES 470 -24T




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                                        10.10. Network Monitoring Requirements
                                                Compuware Network Vantage is used for network latency monitoring to monitor the
                                                network link between two entities.

                                                NetworkVantage includes records and statistics that track the quality and usage of a
                                                customer’s VoIP network. In addition to the usual stations, conversations, multicasts
                                                and segments, it includes a new record that represents a VoIP Stream. A stream is
                                                defined as a unique RTP/RTCP conversation between 2 stations. Un ique port numbers
                                                determines the uniqueness of the stream. The stream either represents a single phone
                                                call, or it could be one portion of a conference call. These records will be logged and
                                                stored per interval in the same way that Binode statistics are. T he Stream record will
                                                include information on the following:



                                                      The stations involved in the stream where each station includes The network
                                                       address and a number of strings that help identify the station such as phone
                                                       number, username, softphone, utility name, etc. Also included are the following
                                                       quality metrics for each side of the stream:

                                                          o   Total packet count

                                                          o   Reported packet count

                                                          o   Total byte count

                                                          o   One-way Network latency

                                                          o   Total one-way delay

                                                          o   Reported number of packets lost

                                                          o   Calculated jitter

                                                          o   Reported jitter



                                                      Time the stream was first detected.

                                                      End time.

                                                      Protocol used for the call setup if detected (SIP or H323).

                                                      Codec used during the call.



                                                The Stream record is written to the pdb in the interval that it is closed. Closure occurs
                                                after an RTCP BYE packet is detected or two minutes of inactivity. In the case of
                                                inactivity, the end time reflects the time the last packet was detected.

                                                For Vodafone CTI/IVR VOIP monitoring we will be spanning and monitoring VOIP
                                                MOS statistics between the VOIP cards (handling calls fro m/to external customers)
                                                and the internal Vodafone IP phones and not internal IP phone to IP phone
                                                conversations .


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                                        10.11. Storage Monitoring
                                                No Storage system monitoring is envisaged for the CTI/IVR business application.

                                        10.12. Receivables

                                        10.13. Assumptions & Dependencies
                                                The success of the implementation of “CTI/IVR” is heavily depending on the
                                                availability of HP OpenView system and database monitoring; delays in HP
                                                configuration will have direct impact on the E2E project progress.

                                                VFE must provide an administrator being able to fully administer system “CTI/IVR” and
                                                answer upcoming questions. This person must not permanently be on -site with
                                                Intelli/Compuware staff, but should be available during typical business hours on the
                                                phone in a reasonable time (like one working day). In times of absence a surrogate
                                                must be named.



                                        10.14. Extended Monitoring Capabilities
                                                Additional monitor capabilities include Client Vantage auto checks. Auto checks are
                                                not mandatory but could possibly provide value by measuring specific functions. Auto
                                                checks can perform some extra testing to further support service monitoring. The
                                                exact extent of use of the auto checks will be examined during the rollout.

                                                Auto checks can include:

                                                      URL check

                                                      SMTP check

                                                      Web services check

                                                      Ping check

                                                      Database check

                                                      Port check

                                                      DNS check

                                                      LDAP check



                                        10.15. Application Discovery Management
                                                This section describes what systems will form part of the EMC ADM discovery.

                                                This section describes what systems will form part of the EMC ADM discovery.

                                                ADM shall discover applications and application depe ndencies of the managed
                                                infrastructure as listed in this table TBD below.

                                                Passive discovery shall be configured for the CTI/IVR systems listed below.

                                                Detailed discovery shall be configured for the systems listed below.


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                                                TBD – Here you will find the table listing all servers…the following info will be in the
                                                table:

                                                Server description, Hostname, IP address, Location, passive monitoring indicator,
                                                detailed discovery indicator.

                                                Vodafone Egypt will provide the requisite W MI server access for W indows platforms.

                                                Vodafone Egypt will provide the requisite SSH server access for UNIX platforms.

                                                Refer to Appendix TBD for detail of the general EMC Smarts ADM product
                                                implementation.

                                        10.16. Change Management
                                                This section describes what will be monitored in terms of hardware, relat ionship and
                                                software changes.

                                                EMC Smarts ADM shall monitor the following application changes:

                                                TBD

                                                EMC Smarts ADM shall monitor the following server operating system changes:

                                                TBD

                                                EMC Smarts ADM shall monitor the following server hardware changes:

                                                TBD

                                                EMC Smarts ADM shall monitor and alert relationship changes.

                                                EMC Smarts ADM alerts shall be delivered to a predefined email address via the
                                                following SMTP email gateway:

                                                TBD




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                                        11.     ERP-Oracle Financials
                                                Oracle Financials application is the main application to m anage and maintain
                                                information from all Finance & HR different departments (HR, Accounts Payable,
                                                General Ledger, Inventory, etc).




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                                        11.1.   Service Model Framework
                                                Vantage Service manager will provide the following services in dashboards as we ll as
                                                in Service Model Views for the system “ERP - Oracle Financials”:



                                                1.    “ERP - Oracle Financials” Business Service

                                                      The status of this abstract business service will be calculated by the subordinate
                                                      services. The method of calculating the corresponding s tatus will be defined
                                                      together with the Vodafone Egypt SPOC during implementation. All relevant
                                                      information will be collected and presented in a condensed form as the status of
                                                      this service.



                                                1.1   Functional services

                                                      The following sub-services of business service “ERP - Oracle Financials” will be
                                                      shown. Each of these sub-services will be monitored and the monitored basic
                                                      metrics (i.e. transaction time) will be shown as sub -services under the named
                                                      service. More information could be included (see section about Extended
                                                      Monitoring Capabilities) in case they’re needed.

                                                         1.1.1   Account Payable

                                                         1.1.2   General Ledger

                                                         1.1.3   HRSS

                                                         1.1.4   IPROC

                                                         1.1.5   INVENTORY

                                                         1.1.6   Contract payment Control

                                                         1.1.7   Treasury

                                                         1.1.8   Fixed Assets

                                                         1.1.9   SIM Finder

                                                         1.1.10 SIM Activation

                                                         1.1.11 SIM Swap

                                                         1.1.12 HR

                                                         1.1.13 Order Management

                                                         1.1.14 IExpense

                                                         1.1.15 Oracle Purchasing

                                                         1.1.16 Cash Management

                                                         1.1.17 Deferral Amortization

                                                         1.1.18 Real Estate tax


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                                                         1.1.19 Active Directory

                                                         1.1.20 ERP – OF Server



                                                1.2   ERP – OF Server

                                                      The Oracle Financials server (IP 192.168.91.82) will be monitored by system
                                                      monitoring and the appropriate data will be shown as sub -services of “ERP – OF
                                                      Server” service. The service itself will be a sub -service of the business service.
                                                      The system monitoring data (either delivered by HP OpenView or by MS SCOM)
                                                      should at least include the following metrics:

                                                             Current CPU load (as average of all CPUs)

                                                             Current used memory (in % or kB)

                                                             Current disk I/O rate or current disk activity (in % of CPU)

                                                             Current used disk space (in % or MB)

                                                             Current context switches / second

                                                             Current # of interrupts / second

                                                             Current load of NICs (in % of capacity or MB/s)



                                                1.3   ERP – OF Database

                                                      This sub-service will show the current status of the O racle Financials database.
                                                      The basic metrics will be provided by HP OpenViews database monitoring
                                                      module. A number of five appropriate metrics will be included to give reference
                                                      of the current health of the database. These metrics will be defined/chosen by
                                                      the appropriate Vodafone Egypt SPOC/Champion and Intelli/Compuware staff
                                                      during implementation. Typical metrics would be (just as a suggestion!):

                                                             Size of the database (or % of available tablespace used)

                                                             Current I/O rate of the database

                                                             Current memory used by the database/tablespace

                                                             Current number of locks/latches

                                                             Current number of blocks




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                                                The following graphics shows an incomplete example of how services would be seen
                                                (the rest is left to your positive imagination):




                                                Vantage Service Manager (VSM) offers dashboards for an online view on service
                                                status information and service qualities. A number of one dashboard for this system
                                                will be delivered, showing every service stated here and it’s quality, outage, SLA (if
                                                defined) over time (i.e. daily, monthly etc.).

                                                The data on the dashboards will be printable as a report in PDF format as well,
                                                showing the same data in numbers (but not the nice graphical charts, due to the fact
                                                that these charts are only for online viewing).

                                                Should there be the need for more dashboards (i.e. showing different data collections
                                                or parts of services, due to security or organisational reasons) a change request must
                                                be applied to this.

                                                If current SLA definitions exists for the department these should be provided
                                                electronically or printed in their latest version at the beginning of the implementation
                                                phase.

                                                It is expected that for every alert that is raised to VSM, a clear event (called “return -
                                                to-normal”) will also be delivered to correctly update service impact after th e fault is
                                                resolved. The verification of this is the duty of VFE staff before the implementation
                                                phase. If there is a missing “return-to-normal” with a good reason for it, it’s expected
                                                that VFE staff will notify Intelli/Compuware staff before the beginnin g of the
                                                implementation phase.



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                                                Vantage Service Manager will provide dashboards (dynamic, for online viewing) and
                                                reports (static, for printing, in PDF format) that will show service quality over a
                                                selectable time period (i.e. a day, month, quarter, year et c.), as a list of all services as
                                                well as for each service with all available details (regarding sub -services).

                                                For system “ERP – Oracle Financials” there will be one dashboard with one page (to
                                                be viewed in a browser); more dashboards or special pages can be discussed if
                                                needed during implementation, but they’ll be subject to a formal change request.

                                                During implementation there will be the need to modify scripts within system “ERP –
                                                Oracle Financials”. In order to accomplish project as planned VFE must pro vide skilled
                                                persons that will be able and allowed to deliver requested changes in scripts within a
                                                reasonable time that will not constrain project progress. Most changes can only be
                                                stated after having had a closer look at the scripts’ source code, but wi ll be just
                                                command lines for Compuware’s command line utility. In general, these changes take
                                                only a few hours of time during the whole implementation phase. VFE staff will be
                                                named by the SPOC and will work closely with Intelli/Compuware staff. During
                                                implementation of any changes in VFEs scripts Intelli/Compuware staff will be willing
                                                and available to support VFE staff.

                                                Clarifications on terms and names will be done during an initial meeting after start of
                                                implementation phase.

                                        11.2.   Transaction monitoring
                                                No internal transaction level monitoring will be available.

                                        11.3.   Diagnostic tools
                                                As part of the greater solution for ERP – Oracle Financials system, special focus will
                                                be on the End User Experience monitoring. For this system every active user will be
                                                monitored and the top 10 transactions of each user will be shown and analyzed as to
                                                page load time, server time, HTTP response time, HTTP errors and TCP errors,
                                                redirect time, loss rate, RTT and realized bandwidth. Transactions are actually URL
                                                calls from the end user to for Oracle Financials.

                                                A number of URLs (transactions measured by Agentless) can be grouped together,
                                                which is then called a service. For Oracle Financials a total number of up to 20
                                                services will be monitored and shown up in the service model of VSM dashboards.

                                                During rollout, ERP team will have to identify up to 5 standard reports to be delivered
                                                for Oracle Financials via Agentless reporting.

                                                Additionally to the end user experience Agentless has the capability to also analyze
                                                the oracle forms protocol used by the application and provide protocol related
                                                information and details.

                                                All standard reports delivered with ClientVantage Agentless Monitoring will be usable
                                                for this system (if they apply in terms of business). The standard DMI reports can be
                                                modified to fulfil requests like visibility only for a certain system, only a certain time
                                                period (i.e month, quarter, day etc.). Every department will have DMI reports covering


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                                                their system, but the necessary time period(s) must be defined by the VFE SPOC at
                                                the beginning of the implementation phase .

                                                Vantage End User Experience with Agentless

                                                Agentless monitoring will measure Oracle Financials response times experienced by
                                                every end user. In order to deliver this, Agentless will passively collect data from
                                                specific areas within the network (by use of span port technology on the network
                                                switches or network taps). A detailed list of network span ports for Oracle Financials
                                                is depicted in the receivables section.

                                                Agentless reports data on five-minute intervals. For deeper analysis, the Advanced
                                                Web Diagnostics Server (AWDS) can provide detailed insight about web page and
                                                business transaction performance down to each individual page hit using one -
                                                millisecond   reporting    granularity.   Capabilities    include   diagnostics   t hat   help
                                                troubleshoot specific user problems and diagram web page and transaction delivery
                                                times, showing timings and errors for each individual web object and business
                                                transaction step. For rapid fault domain isolation, the AW DS can build the analytical
                                                model of web-site performance to find systemic problems that cause HTTP - and XML-
                                                based application performance degradation. It then quantifies the site -wide impact and
                                                severity in clear terms. This helps ERP department to focus on addressing those
                                                Oracle Financial application problems that are most severe, as well as assigning the
                                                right person to the job.

                                                Client Vantage Active

                                                Client Vantage active monitoring will allow ERP team to measure the response times
                                                for Oracle Financials application against establis hed thresholds using dedicated
                                                workstations that replay scripted transactions. For Oracle Financials, active agents
                                                will be scripted to execute up to 20 business transactions, which will be named during
                                                implementation phase by the appropriate Vodafone Egyp t SPOC, providing "control"
                                                measurements. W ith CV Active, ERP department can monitor selected business
                                                transactions performed on Oracle Financials around the clock. As soon as CV Active
                                                identifies some performance problem it will notify ERP department auto matically when
                                                application service-level exceptions occur and elevate this information into VSM
                                                where the service level monitoring is measured. Client Vantage will have the ability to
                                                create application performance reports with real -time and historical data for trend
                                                analysis will allow ERP department best understand the situation and allow
                                                pinpointing application performance problems.

                                                In Client Vantage, the Client-Network-Server (C-N-S) Exception report indicates where
                                                excessive time is spent between the client, network and servers, and compares
                                                results of a poorly performing transaction with a baseline profile.

                                        11.4.   System Monitoring
                                                Define details of type of system monitoring applicable to each listed server in this
                                                Business Application’s scope.




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                                        11.5.   Log file Analysis
                                                List which systems have log files and which technology component will be responsible
                                                for monitoring this.

                                        11.6.   Custom Monitoring Scripts
                                                                                rd
                                                This may perhaps fall into “3        Party Monitoring” section.   Also list when CtrlM is
                                                responsible for the scheduling of t asks.

                                        11.7.   3 rd Party Alert Monitoring
                                                This will be Vodafone Egypt tools that can monitor specific applications or systems
                                                like Tibco Hawk. E.g. email based alerts from Genesys CTI server.

                                        11.8.   DB Monitoring
                                                The following databases will be monitored by HP OpenViews database monitoring
                                                module:

                                                         FNPRD1

                                                For each of these databases the following metrics must be provided as a minimum
                                                (further metrics can be included into VSM as well as long as HP could provide):

                                                         Size of the database (or % of available tablespace used)

                                                         Current I/O rate of the database

                                                         Current memory used by the database/tablespace

                                                         Current number of locks/latches

                                                         Current number of blocks



                                        11.9.   Network SPAN Requirements
                                                The spanning that is required for ERP – Oracle Financials system follows:



                                                                SPAN PORT REQUIREMENTS for ERP – Oracle Financials

                                                                System name and/or IP                              Network port

                                                                ERP (192.168.91.82)                                 DC1 7/24




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                                        11.10. Network Monitoring Requirements
                                                If special network monitoring is required it needs to be listed in this section; e.g.
                                                specific network device polling alerts from HP NNM for device and port; also path
                                                performance test like jitter IPSLA test across a WAN link.

                                                NV should be included in this section where it is used to monitor.

                                        11.11. Storage Monitoring
                                                This section will provide information on what metrics are monitored in terms of storage
                                                – primarily for SAN based alerts.

                                        11.12. Receivables
                                                Relevant to Oracle Financials monitoring, Vodafone should provide:

                                                Suitable credentials on Oracle financials application in order for Client Vantage to be
                                                able to log-on to the system and perform monitoring transactions.

                                                The private SSL keys/certificates for the servers involved with SSL traffic must be
                                                supplied to the SSL decryption hardware. During implementation (details can be found
                                                in the current project plan) the Intelli/Comp uware staff will ask for them and will show
                                                VFE staff how to integrate the keys in the special hardware. No member of the
                                                implementation team (except of VFE staff) will ever get in contact with the decryption
                                                keys/certificates. The keys/certificates will b e stored in hardware encrypted and only
                                                VFE staff will have access.

                                                A session cookie with details of the user (name, user id etc.) must be provided for
                                                ClientVantage Agentless Monitoring in order to cunt and name individual users and
                                                their transactions. Intelli/Compuware staff will ask about the cookie’s internal structure
                                                during implementation.

                                                VFE must provide a test user for the ClientVantage robot systems, so that all defined
                                                business transactions can be performed. This test user needs to be fitted with the
                                                necessary credentials within system “ERP-Oracle Financials”.

                                                The selection of transactions to be scripted will be done at the beginning of the
                                                implementation phase by the VFE SPOC and Intelli/Compuware staff together. The
                                                SPOC must show the system and on the ClientVantage robot PC selected for script
                                                action for this system the client software must be installed.

                                                Access (on the network layer within VFE) between the ClientVantage robot and the
                                                system’s server must be ensured by VFE staff.

                                        11.13. Assumptions & Dependencies
                                                The success of the implementation of “ERP-Oracle Financials” is heavily depending
                                                on the availability of HP OpenView system and database monitoring; delays in HP
                                                configuration will have direct impact on the E2E project progress.

                                                VFE must provide an administrator being able to fully administer system “ERP-Oracle
                                                Financials” and answer upcoming questions. This person must not permanently be on -
                                                site with Intelli/Compuware staff, but should be available during typical business hours

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                                                on the phone in a reasonable time (like one working day). In times of absence a
                                                surrogate must be named.

                                        11.14. Extended Monitoring Capabilities
                                                Additional monitor capabilities include Client Vantage auto checks. Auto checks are
                                                not mandatory but could possibly provide value by m easuring specific functions. Auto
                                                checks can perform some extra testing to further support service monitoring. The
                                                exact extent of use of the auto checks will be examined during the rollout.

                                                Auto checks can include:

                                                      URL check

                                                      SMTP check

                                                      Web services check

                                                      Ping check

                                                      Database check

                                                      Port check

                                                      DNS check

                                                      LDAP check

                                                In case there is a special need for certain measurements as supplement to a service’s
                                                status Intelli/Compuware staff could help Vodafone Champions to identify scripts to be
                                                modified or auto checks to be performed. Scripts could be modified to fire information
                                                directly into Vantage Service Manager in order to present a special metric to s a
                                                service.

                                        11.15. Application Discovery Management
                                                This section describes what systems will form part of the EMC ADM disc overy.

                                        11.16. Change Management
                                                This section describes what will be monitored in terms of hardware, relationship and
                                                software changes.




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                                        12.     ERP-BPM
                                                BPM is the Business Process Management system. The system architecture is shown
                                                below:




                                        12.1.   Service Model Framework
                                                Vantage Service manager will provide the following services in dashboards as well as
                                                in Service Model Views for the system “ERP - BPM”:



                                                1.    ERP - BPM” Business Service

                                                      The status of this abstract business service will be calculated by the subo rdinate
                                                      services. The method of calculating the corresponding status will be defined
                                                      together with the Vodafone Egypt SPOC during implementation. All relevant
                                                      information will be collected and presented in a condensed form as the status of
                                                      this service.




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                                                1.1   ERP – BPM Server

                                                      The BPM server (IP 10.230.91.234) will be monitored by system monitoring and
                                                      the appropriate data will be shown as sub-services of “ERP – OF Server”
                                                      service. The service itself will be a sub-service of the business service. The
                                                      system monitoring data (either delivered by H P OpenView or by MS SCOM)
                                                      should at least include the following metrics:

                                                             Current CPU load (as average of all CPUs)

                                                             Current used memory (in % or kB)

                                                             Current disk I/O rate or current disk activity (in % of CPU)

                                                             Current used disk space (in % or MB)

                                                             Current context switches / second

                                                             Current # of interrupts / second

                                                             Current load of NICs (in % of capacity or MB/s)



                                                1.2   SOA Database

                                                      This sub-service will show the current status of the BPM database. The basic
                                                      metrics will be provided by HP OpenViews database monit oring module. A
                                                      number of five appropriate metrics will be included to give reference of the
                                                      current health of the database. These metrics will be defined/chosen by the
                                                      appropriate Vodafone Egypt SPOC/Champion and Intelli/Compuware staff
                                                      during implementation. Typical metrics would be (just as a suggestion!):

                                                             Size of the database (or % of available tablespace used)

                                                             Current I/O rate of the database

                                                             Current memory used by the database/tablespace

                                                             Current number of locks/latches

                                                             Current number of blocks



                                                1.3   Other systems

                                                      There are other systems that will be included in the service model, as the
                                                      business service is dependent on them. These are the ERP database (IP:
                                                      10.230.91.82) and the LDAP service (through an autocheck) as well.

                                                      These systems are described in the according chapters of this document, so
                                                      please refer for details.




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                                                The following graphics shows an incomplete example of how services would be seen
                                                (the rest is left to your positive imagination):




                                                Vantage Service Manager (VSM) offers dashboards for an online view on service
                                                status information and service qualities. A number of one dashboard for this system
                                                will be delivered, showing every service stated here and it’s quality, outage, SLA (if
                                                defined) over time (i.e. daily, monthly etc. ).

                                                The data on the dashboards will be printable as a report in PDF format as well,
                                                showing the same data in numbers (but not the nice graphical charts, due to the fact
                                                that these charts are only for online viewing).

                                                Should there be the need for more dashbo ards (i.e. showing different data collections
                                                or parts of services, due to security or organisational reasons) a change request must
                                                be applied to this.

                                                If current SLA definitions exists for the department these should be provided
                                                electronically or printed in their latest version at the beginning of the implementation
                                                phase.

                                                It is expected that for every alert that is raised to VSM, a clear event (called “return -
                                                to-normal”) will also be delivered to correctly update service impact after the fault is
                                                resolved. The verification of this is the duty of VFE staff before the implementation
                                                phase. If there is a missing “return-to-normal” with a good reason for it, it’s expected
                                                that VFE staff will notify Intelli/Compuware staff before the beginning of the
                                                implementation phase.



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                                                Vantage Service Manager will provide dashboards (dynamic, for online viewing) and
                                                reports (static, for printing, in PDF format) that will show service quality over a
                                                selectable time period (i.e. a day, month, quarter, year etc.), as a list of all services as
                                                well as for each service with all available details (regarding sub -services).

                                                For system “ERP-BPM” there will be one dashboard with one page (to be viewed in a
                                                browser); more dashboards or special pages can be discussed if needed during
                                                implementation, but they’ll be subject to a formal change request.

                                                During implementation there will be the need to modify scripts within system “ERP -
                                                BPM”. In order to accomplish project as planned VFE must provide skilled persons
                                                that will be able and allowed to deliver requested changes in scripts within a
                                                reasonable time that will not constrain project progress. Most changes can only be
                                                stated after having had a closer look at the scripts’ source code, but will be just
                                                command lines for Compuware’s command line utility. In general, these changes take
                                                only a few hours of time during the whole implementation phase. VFE staff will be
                                                named by the SPOC and will work closely with Intelli/Compuware staff. During
                                                implementation of any changes in VFEs scripts Intel li/Compuware staff will be willing
                                                and available to support VFE staff.

                                                Clarifications on terms and names will be done during an initial meeting after start of
                                                implementation phase.

                                        12.2.   Transaction monitoring
                                                No Java internal transaction level monitoring will be available.

                                        12.3.   Diagnostic tools
                                                As part of the greater solution for ERP – BPM system, special focus will be on the End
                                                User Experience monitoring. For this system every active user will be monitored and
                                                the top 10 transactions of each user will be shown and analyzed as to page load time,
                                                server time, HTTP response time, HTTP errors and TCP errors, redirect time, loss
                                                rate, RTT and realized bandwidth. Transactions are actually URL calls from the end
                                                user to for BPM.

                                                A number of URLs (transactions measured by Agentless) can be grouped together,
                                                which is then called a service. For BPM 1 service will be monitored and shown up in
                                                the service model of VSM dashboards.

                                                During rollout, ERP team will have to identify up to 5 standard reports to be delivered
                                                for BPM via Agentless reporting.

                                                All standard reports delivered with ClientVantage Agentless Monitoring will be usable
                                                for this system (if they apply in terms of business). The standard DMI reports can be
                                                modified to fulfil requests like visibility only for a certai n system, only a certain time
                                                period (i.e month, quarter, day etc.). Every department will have DMI reports covering
                                                their system, but the necessary time period(s) must be defined by the VFE SPOC at
                                                the beginning of the implementation phase .




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                                                Vantage End User Experience with Agentless

                                                Agentless monitoring will measure BPM response times experienced by every end
                                                user. In order to deliver this, Agentless will passively collect data from specific areas
                                                within the network (by use of span port technology on the network switches or network
                                                taps). A detailed list of network span ports for BPM is depicted in the receivables
                                                section.

                                                Agentless reports data on five-minute intervals. For deeper analysis, the Advanced
                                                Web Diagnostics Server (AWDS) can provide detailed i nsight about web page and
                                                business transaction performance down to each individual page hit using one -
                                                millisecond   reporting   granularity.   Capabilities    include   diagnostics   that   help
                                                troubleshoot specific user problems and diagram web page and transaction del ivery
                                                times, showing timings and errors for each individual web object and business
                                                transaction step. For rapid fault domain isolation, the AW DS can build the analytical
                                                model of web-site performance to find systemic problems that cause HTTP - and XML-
                                                based application performance degradation. It then quantifies the site -wide impact and
                                                severity in clear terms. This helps ERP department to focus on addressing those BPM
                                                application problems that are most severe, as well as assigning the right person to the
                                                job.

                                                Client Vantage Active

                                                Client Vantage active monitoring will allow ERP team to measure the response times
                                                for BPM application against established thresholds using dedicated workstations that
                                                replay scripted transactions. For BPM, active agents will be sc ripted to execute 1
                                                business transaction, which will be named during implementation phase by the
                                                appropriate Vodafone Egypt SPOC, providing "control" measurements. W ith CV
                                                Active, ERP department can monitor selected business transactions performed on
                                                BPM around the clock. As soon as CV Active identifies some performance problem it
                                                will notify ERP department automatically when application service -level exceptions
                                                occur and elevate this information into VSM where the service level monitoring is
                                                measured. Client Vantage will have the ability to create application performance
                                                reports with real-time and historical data for trend analysis will allow ERP department
                                                best understand the situation and allow pinpointing application performance problems.

                                                In Client Vantage, the Client-Network-Server (C-N-S) Exception report indicates where
                                                excessive time is spent between the client, network and servers, and compares
                                                results of a poorly performing transaction with a baseline profile.

                                        12.4.   System Monitoring
                                                Define details of type of system monitoring applicable to each listed server in this
                                                Business Application’s scope.

                                        12.5.   Log file Analysis
                                                No need for any log file analysis.




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                                        12.6.   Custom Monitoring Scripts
                                                                                 rd
                                                This may perhaps fall into “3         Party Monitoring” section.   Also list when CtrlM is
                                                responsible for the scheduling of tasks.

                                        12.7.   3 rd Party Alert Monitoring
                                                This will be Vodafone Egypt tools that can monitor specific applications or systems
                                                like Tibco Hawk. E.g. email based alerts from Genesys CTI server.

                                        12.8.   DB Monitoring
                                                The following databases will be monitored by HP OpenViews database monitoring
                                                module:

                                                                  SOA DB     (IP: 10.230.92.144)



                                                For each of these databases the following metrics must be provided as a minimum
                                                (further metrics can be included into VSM as well as long as HP could provide):

                                                                  Size of the database (or % of available tablespace used)

                                                                  Current I/O rate of the database

                                                                  Current memory used by the database/tablespace

                                                                  Current number of locks/latches

                                                                  Current number of blocks



                                        12.9.   Network SPAN Requirements
                                                The spanning that is required for ERP – BPM system follows:

                                                                                      SPAN PORT REQUIREMENTS for ERP – BPM

                                                                  System name and/or IP                             Network port

                                                           Dchqporg (10.230.91.234)                                 DC1 10/33




                                        12.10. Network Monitoring Requirements
                                                If special network monitoring is required it needs to be listed in this section; e.g.
                                                specific network device polling alerts from HP NNM for device and port; also path
                                                performance test like jitter IPSLA test across a WAN link.

                                                NV should be included in this section where it is used to monitor.

                                        12.11. Storage Monitoring
                                                This section will provide information on what metrics are monitored in terms of storage
                                                – primarily for SAN based alerts.

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                                        12.12. Receivables
                                                Relevant to BPM monitoring, Vodafone should provide:

                                                Suitable credentials on BPM application in order for Client Vantage to be able to log -
                                                on to the system and perform monitoring transactions.

                                                The private SSL keys/certificates for the servers involved with SSL traffic must be
                                                supplied to the SSL decryption hardware. During implementation (details can be found
                                                in the current project plan) the Intelli/Compuware staff will ask for them and will show
                                                VFE staff how to integrate the keys in the special hardware. No member of the
                                                implementation team (except of VFE staff) will ever get in contact with the decryption
                                                keys/certificates. The keys/certificates will be stored in hardware encrypted and only
                                                VFE staff will have access.

                                                A session cookie with details of the user (name, user id etc.) must be provided for
                                                ClientVantage Agentless Monitoring in order to cunt and name individual users and
                                                their transactions. Intelli/Compuware staff will ask about the cookie’s internal structure
                                                during implementation.

                                                VFE must provide a test user for the ClientVantage robot systems, so that all defined
                                                business transactions can be performed. This test user needs to be fitted with t he
                                                necessary credentials within system “ERP-BPM”.

                                                The selection of transactions to be scripted will be done at the beginning of the
                                                implementation phase by the VFE SPOC and Intelli/Compuware staff together. The
                                                SPOC must show the system and on the ClientVa ntage robot PC selected for script
                                                action for this system the client software must be installed.

                                                Access (on the network layer within VFE) between the ClientVantage robot and the
                                                system’s server must be ensured by VFE staff.

                                        12.13. Assumptions & Dependencies
                                                The success of the implementation of “ERP -BPM” is heavily depending on the
                                                availability of HP OpenView system and database monitoring; delays in HP
                                                configuration will have direct impact on the E2E project progress.

                                                VFE must provide an administrator being able t o fully administer system “ERP-BPM”
                                                and answer upcoming questions. This person must not permanently be on -site with
                                                Intelli/Compuware staff, but should be available during typical business hours on the
                                                phone in a reasonable time (like one working day). In times of absence a surrogate
                                                must be named.

                                        12.14. Extended Monitoring Capabilities
                                                Additional monitor capabilities include Client Vantage auto checks. Auto checks are
                                                not mandatory but could possibly provide value by measuring specific functions. Auto
                                                checks can perform some extra testing to further support service monitoring. The
                                                exact extent of use of the auto checks will be examined during the rollout.




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                                                Auto checks can include:

                                                      URL check

                                                      SMTP check

                                                      Web services check

                                                      Ping check

                                                      Database check

                                                      Port check

                                                      DNS check

                                                      LDAP check



                                                In case there is a special need for certain measurements as supplement to a service’s
                                                status Intelli/Compuware staff could help Vodafone Champions to identify scripts to be
                                                modified or auto checks to be performed. Scripts could be modified to fire information
                                                directly into Vantage Service Manager in order to present a special metric to s a
                                                service.

                                        12.15. Application Discovery Management
                                                This section describes what systems will form part of the EMC ADM discovery.

                                        12.16. Change Management
                                                This section describes what will be monitored in terms of hardware, relationship and
                                                software changes.




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                                        13.     ERP-GIS
                                                GIS application is the main application responsible to deliver geographic related
                                                information. This is a client-server application.




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                                        13.1.   Service Model Framework
                                                Vantage Service Manager will provide the following services in dashboards as well as
                                                in Service Model Views for the system “ERP - GIS”:

                                                1.    “ERP – GIS” Business Service

                                                      The status of this abstract business service will be calculat ed by the subordinate
                                                      services. The method of calculating the corresponding status will be defined
                                                      together with the Vodafone Egypt SPOC during implementation. All relevant
                                                      information will be collected and presented in a condensed form in this service.

                                                1.1   GIS Transaction

                                                      During implementation phase there will be one transaction being scripted for
                                                      ClientVantage robot PC. This transaction will be named (by the SPOC) and will
                                                      show up as a sub-service with the latest available transaction time as a metric.

                                                1.2   GIS application servers

                                                      Two servers will be included as sub-services:

                                                              egoct-wigis01

                                                              egoct-wigis01

                                                      For each of the servers the following metrics must be delivered by HP OpenView
                                                      as a minimum:

                                                              Current CPU load (as average of all CPUs)

                                                              Current used memory (in % or kB)

                                                              Current disk I/O rate or current disk activity (in % of CPU)

                                                              Current used disk space (in % or MB)

                                                              Current context switches / second

                                                              Current # of interrupts / second

                                                              Current load of NICs (in % of capacity or MB/s)



                                                1.3   GIS Database

                                                      The     GIS   database    (GISPRD2)    and   the   server   hosting   this   database
                                                      (10.230.91.33) will be monitored by system monitoring (HP OpenView). The
                                                      metrics provided will be shown as sub-services. Server metrics should include at
                                                      least the following metrics:

                                                              Current CPU load (as average of all CPUs)

                                                              Current used memory (in % or kB)

                                                              Current disk I/O rate or current disk activity (in % of CPU)

                                                              Current used disk space (in % or MB)

                                                              Current context switches / second
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                                                             Current # of interrupts / second

                                                             Current load of NICs (in % of capacity or MB/s )

                                                      As for the databse, the HP OpenView Database Monitoring module will be used.
                                                      It must deliver at least the following metrics:

                                                             Size of the database (or % of available tablespace used)

                                                             Current I/O rate of the database

                                                             Current memory used by the database/tab lespace

                                                             Current number of locks/latches

                                                             Current number of blocks

                                                      Further available metrics can be included as well if they’re useful to determine
                                                      the current service status.



                                                Incomplete example of services in the service model:




                                                Vantage Service Manager (VSM) offers dashboards for an online view on service
                                                status information and service qualities. A number of one dashboard for this system
                                                will be delivered, showing every service stated here and it’s quality, outage, SLA (if
                                                defined) over time (i.e. daily, monthly etc.).

                                                The data on the dashboards will be printable as a report in PDF format as well,
                                                showing the same data in numbers (but not the nice graphical charts, due to the fact
                                                that these charts are only for online viewing).

                                                Should there be the need for more dashboards (i.e. showing different data collections
                                                or parts of services, due to security or organisational reasons) a change request must
                                                be applied to this.

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                                                If current SLA definitions exists for the department these should be provided
                                                electronically or printed in their latest version at the beginning of the implementation
                                                phase.

                                                It is expected that for every alert that is raised to VSM, a clear event (called “return -
                                                to-normal”) will also be delivered to correctly update service impact afte r the fault is
                                                resolved. The verification of this is the duty of VFE staff before the implementation
                                                phase. If there is a missing “return-to-normal” with a good reason for it, it’s expected
                                                that VFE staff will notify Intelli/Compuware staff before the begi nning of the
                                                implementation phase.

                                                Vantage Service Manager will provide dashboards (dynamic, for online viewing) and
                                                reports (static, for printing, in PDF format) that will show service quality over a
                                                selectable time period (i.e. a day, month, quarter, yea r etc.), as a list of all services as
                                                well as for each service with all available details (regarding sub -services).

                                                For system “ERP – GIS” there will be one dashboard with one page (to be viewed in a
                                                browser); more dashboards or special pages can be discus sed if needed during
                                                implementation, but they’ll be subject to a formal change request.

                                                During implementation there will be the need to modify scripts within system “ERP -
                                                GIS”. In order to accomplish project as planned VFE must provide skilled persons tha t
                                                will be able and allowed to deliver requested changes in scripts within a reasonable
                                                time that will not constrain project progress. Most changes can only be stated after
                                                having had a closer look at the scripts’ source code, but will be just command lines for
                                                Compuware’s command line utility. In general, these changes take only a few hours of
                                                time during the whole implementation phase. VFE staff will be named by the SPOC
                                                and will work closely with Intelli/Compuware staff. During implementation of any
                                                changes in VFEs scripts Intelli/Compuware staff will be willing and available to
                                                support VFE staff.

                                                Clarifications on terms and names will be done during an initial meeting after start of
                                                implementation phase.

                                        13.2.   Transaction monitoring
                                                No internal transaction level monitoring will be available.

                                        13.3.   Diagnostic tools
                                                Client Vantage Active

                                                Client Vantage active monitoring will allow ERP team to measure the response times
                                                for GIS application against established thresholds using dedicated workstations that
                                                replay scripted transactions. For GIS, active agents will be scripted to execute 1
                                                business transaction, which will be defined during implementation phase by the
                                                appropriate Vodafone Egypt SPOC, providing "control" measurements. W ith CV
                                                Active, ERP department can monitor this business transaction performed on GIS
                                                application around the clock. As soon as CV Active identifies some performance
                                                problem it will notify ERP department automatically when application service -level
                                                exceptions occur and elevate this information into VSM where the service level

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                                                monitoring is measured. Client Vantage will have the ability to create application
                                                performance reports with real-time and historical data for trend analysis will allow ERP
                                                department    best     understand    the   situation   and   allow   pinpo inting   application
                                                performance problems.

                                                In Client Vantage, the Client-Network-Server (C-N-S) Exception report indicates where
                                                excessive time is spent between the client, network and servers, and compares
                                                results of a poorly performing transaction with a baseline profile.

                                                All standard reports delivered with ClientVantage Agentless Monitoring will be usable
                                                for this system (if they apply in terms of business). The standard DMI reports can be
                                                modified to fulfil requests like visibility only for a certain s ystem, only a certain time
                                                period (i.e month, quarter, day etc.). Every department will have DMI reports covering
                                                their system, but the necessary time period(s) must be defined by the VFE SPOC at
                                                the beginning of the implementation phase .

                                        13.4.   System Monitoring
                                                Define details of type of system monitoring applicable to each listed server in this
                                                Business Application’s scope.

                                        13.5.   Log file Analysis
                                                List which systems have log files and which technology component will be responsible
                                                for monitoring this.

                                        13.6.   Custom Monitoring Scripts
                                                                                rd
                                                This may perhaps fall into “3        Party Monitoring” section.      Also list when CtrlM is
                                                responsible for the scheduling of tasks.

                                        13.7.   3 rd Party Alert Monitoring
                                                This will be Vodafone Egypt tools that can monitor specific applications or systems
                                                like Tibco Hawk. E.g. email based alerts from Genesys CTI server.

                                        13.8.   DB Monitoring
                                                The following databases will be monitored by HP OpenViews database monitoring
                                                module:

                                                       GISPRD2

                                                For each of these databases the following metrics must be provided as a minimum
                                                (further metrics can be included into VSM as well as long as HP could provide):

                                                       Size of the database (or % of available tablespace used)

                                                       Current I/O rate of the database

                                                       Current memory used by the database/tablespace

                                                       Current number of locks/latches

                                                       Current number of blocks



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                                        13.9.   Network SPAN Requirements
                                                No Spanning required for this application .

                                        13.10. Network Monitoring Requirements
                                                If special network monitoring is required it needs to be listed in this section; e.g.
                                                specific network device polling alerts from HP NNM for device and port; also path
                                                performance test like jitter IPSLA test across a WAN link.

                                                NV should be included in this section where it is used to monitor.

                                        13.11. Storage Monitoring
                                                This section will provide information on what metrics are monitored in terms of storage
                                                – primarily for SAN based alerts.

                                        13.12. Receivables
                                                Relevant to GIS application monitoring, Vodafone should provide:

                                                Suitable credentials on GIS application in order for Client Vantage to be able to log -on
                                                to the system and perform the monitoring transaction.

                                                VFE must provide a test user for the ClientVantage robot systems, so that all defined
                                                business transactions can be performed. This test user needs to be fitted with the
                                                necessary credentials within system “ERP-GIS”.

                                                The selection of transactions to be scripted will be done at the beginning of the
                                                implementation phase by the VFE SPOC and Intelli/Compuware staff together. The
                                                SPOC must show the system and on the ClientVantage robot PC selected for script
                                                action for this system the client software must be installed .

                                                Access (on the network layer within VFE) between the ClientVantage robot and the
                                                system’s server must be ensured by VFE staff.

                                        13.13. Assumptions & Dependencies
                                                The success of the implementation of “ERP-GIS” is heavily depending on the
                                                availability of HP OpenView system and database monitoring; delays in HP
                                                configuration will have direct impact on the E2E project progress.

                                                VFE must provide an administrator being able to fully administer system “ ERP-GIS”
                                                and answer upcoming questions. This person must not permane ntly be on-site with
                                                Intelli/Compuware staff, but should be available during typical business hours on the
                                                phone in a reasonable time (like one working day). In times of absence a surrogate
                                                must be named.

                                        13.14. Extended Monitoring Capabilities
                                                Additional monitor capabilities include Client Vantage auto checks. Auto checks are
                                                not mandatory but could possibly provide value by measuring specific functions. Auto
                                                checks can perform some extra testing to further support service monitoring. The
                                                exact extent of use of the auto checks will be examined during the rollout.



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                                                Auto checks can include:

                                                      URL check

                                                      SMTP check

                                                      Web services check

                                                      Ping check

                                                      Database check

                                                      Port check

                                                      DNS check

                                                      LDAP check



                                        13.15. Application Discovery Management
                                                This section describes what systems will form part of the EMC ADM discovery.



                                        13.16. Change Management
                                                This section describes what will be monitored in terms of hardware, relationship and
                                                software changes.




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                                        14.     ERP-Commissioning
                                                Commissioning application is the Sales reps & agents commission system. It is based
                                                on a Client-server application.

                                                The architecture is shown below:




                                        14.1.   Service Model Framework
                                                Vantage Service Manager will provide the following services in dashboards as well as
                                                in Service Model Views for the system “ERP - Commissioning”:



                                                 2.    “ERP – Commissioning” business service

                                                      The status of this abstract business service will be calculated by the subordinate
                                                      services. The method of calculating the corresponding status will be defined
                                                      together with the Vodafone Egypt SPOC during implementati on. All relevant
                                                      information will be collected and presented in a condensed form in this service.

                                                2.1   Commissioning Grid Server



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                                                      Server 10.230.92.155 is named the Grid server and used in the application. The
                                                      following measurements will be sub-services of the “Commissioning Grid Server”
                                                      service, and metrics must be provided by HP OpenView system monitoring for
                                                      this server:

                                                             Current CPU load (as average of all CPUs)

                                                             Current used memory (in % or kB)

                                                             Current disk I/O rate or current disk activity (in % of CPU)

                                                             Current used disk space (in % or MB)

                                                             Current context switches / second

                                                             Current # of interrupts / second

                                                             Current load of NICs (in % of capacity or MB/s)

                                                      Further metrics could be included, provided the fact they are useful for the
                                                      determination of the service status and HP OpenView can provide them.

                                                      The maximum number of metrics that will be included is 23.



                                                2.2   Commissioning App Server

                                                      The server 10.230.92.126 hosts the Commissioning application (Client/Server
                                                      application) and will be included as a sub -service. The following will be sub-
                                                      services of the “Commissioning App Server” service, and metrics must be pro vi-
                                                      ded by HP OpenView system monitoring for this server:

                                                             Current CPU load (as average of all CPUs)

                                                             Current used memory (in % or kB)

                                                             Current disk I/O rate or current disk activity (in % of CPU)

                                                             Current used disk space (in % or MB)

                                                             Current context switches / second

                                                             Current # of interrupts / second

                                                             Current load of NICs (in % of capacity or MB/s)

                                                      Further metrics could be included, provided the fact they are use ful for the
                                                      determination of the service status and HP OpenView can provide them.

                                                      The maximum number of metrics that will be included is 23.



                                                2.3   Commissioning Database Server

                                                      The server 10.230.92.151 will be included in the service model as it hosts the
                                                      Commissioning database. It will be a sub-service of the database service. The
                                                      following will be sub-services of the “Commissioning database server” service


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                                                      and metrics must be provided by HP OpenView system monitoring for this
                                                      server:

                                                               Current CPU load (as average of all CPUs)

                                                               Current used memory (in % or kB)

                                                               Current disk I/O rate or current disk activity (in % of CPU)

                                                               Current used disk space (in % or MB)

                                                               Current context switches / second

                                                               Current # of interrupts / second

                                                               Current load of NICs (in % of capacity or MB/s)

                                                      Further metrics could be included, provided the fact they are useful for the
                                                      determination of the service status and HP OpenView can provide them.

                                                      The maximum number of metrics that will be included is 23.



                                                2.4   Commissioning Database

                                                      These databases will be included as sub-services in the service model:

                                                                    COMPRD1

                                                      All these databases will be monitored by HP OpenView database monitoring
                                                      module. The minimum of the metrics that must be provided by HP can be found
                                                      in the section about Database Monitoring. All reasonable available metrics will
                                                      be included as sub-services in the service model, but not more than 23 per
                                                      database.




                                                2.5   Commissioning transaction

                                                      One business transaction will be performed by a ClientVantage robot PC (see
                                                      following section). The transaction time will be included as a sub-service in the
                                                      service       model.   The   name   of   the   transaction   will   be   defined   during
                                                      implementation phase by the appropriate Vodafone SPOC.



                                                2.6   Commissioning file transfer

                                                      In the beginning of each commissioning run there are file s to be transferred from
                                                      a number of different external systems (external meaning not belonging to
                                                      different teams inside Vodafone Egypt). The status of these file transfers is
                                                      currently evaluated by self-written scripts. These scripts will be modified
                                                      together with Intelli/Compuware staff and Vodafone Egypt staff to deliver the
                                                      status information of the file transfers into Vantage Service Manager.


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                                                      At a later stage these scripts should be replaced by a monitoring solution being
                                                      capable of guarding the FTP file transfers (i.e. ServerVantage or HP OpenView).
                                                      The necessary modification regarding the delivery of information into Vantage
                                                      Service Manager (switch from script to different solution) is not part of the
                                                      current E2E project and should be handled accordi ngly as a change request.



                                                Incomplete example of service model:




                                                Vantage Service Manager (VSM) offers dashboards for an online view on service
                                                status information and service qualities. A number of one dashboard for this system
                                                will be delivered, showing every service stated here and it’s quality, outage, SLA (if
                                                defined) over time (i.e. daily, monthly etc.).

                                                The data on the dashboards will be printable as a report in PDF format as well,
                                                showing the same data in numbers (but not the nice graphic al charts, due to the fact
                                                that these charts are only for online viewing).

                                                Should there be the need for more dashboards (i.e. showing different data collections
                                                or parts of services, due to security or organisational reasons) a change request must
                                                be applied to this.

                                                If current SLA definitions exists for the department these should be provided
                                                electronically or printed in their latest version at the beginning of the implementation
                                                phase.

                                                It is expected that for every alert that is raised to VSM, a clear eve nt (called “return-
                                                to-normal”) will also be delivered to correctly update service impact after the fault is
                                                resolved. The verification of this is the duty of VFE staff before the implementation
                                                phase. If there is a missing “return-to-normal” with a good reason for it, it’s expected

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                                                that VFE staff will notify Intelli/Compuware staff before the beginning of the
                                                implementation phase.

                                                Vantage Service Manager will provide dashboards (dynamic, for online viewing) and
                                                reports (static, for printing, in PDF format) that will show service quality over a
                                                selectable time period (i.e. a day, month, quarter, year etc.), as a list of all services as
                                                well as for each service with all available details (regarding sub -services).

                                                For system “ERP – Commissioning” there will be one dashboard with one page (to be
                                                viewed in a browser); more dashboards or special pages can be discussed if needed
                                                during implementation, but they’ll be subject to a formal change request.

                                                During implementation there will be the need to modify scripts wi thin system “ERP -
                                                Commissioning”. In order to accomplish project as planned VFE must provide skilled
                                                persons that will be able and allowed to deliver requested changes in scripts within a
                                                reasonable time that will not constrain project progress. Most chan ges can only be
                                                stated after having had a closer look at the scripts’ source code, but will be just
                                                command lines for Compuware’s command line utility. In general, these changes take
                                                only a few hours of time during the whole implementation phase. VFE staff will be
                                                named by the SPOC and will work closely with Intelli/Compuware staff. During
                                                implementation of any changes in VFEs scripts Intelli/Compuware staff will be willing
                                                and available to support VFE staff.

                                                Clarifications on terms and names will be done during an initial meeting after start of
                                                implementation phase.



                                        14.2.   Transaction monitoring
                                                With Vantage Analyzer Vodafone will receive the ability for comprehensive J2EE
                                                performance monitoring and analysis capabilities of Commissioning. Vantage Analyzer
                                                directs users straight to the source of J2EE performance problems with visibility and
                                                detailed transaction analysis (down to method or SQL statement level).

                                                If faced with a production performance problem on system (10.230.92.126) running
                                                the Bea Weblogic 8.1 application, Vantage Analyzer can provide both a high -level
                                                view of entire J2EE workloads and in-depth detail on specific execution paths, giving
                                                Internet team the ability to locate problems and gather the detailed information
                                                needed to hand them off to the r ight experts (DBAs, network and systems
                                                administrators, application developers).

                                                 The Vantage Performance Analysis Dashboard will provide the ability to monitor
                                                method-level performance and CPU/memory utilization metrics for the W ebsite.




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                                                VantageAnalyzer will be installed on 1 Java virtual machine on the following (Solaris
                                                10) server:



                                                          Applserver                           Weblogic 8.1                            Solaris 10
                                                          (10.230.92.126)



                                                Vodafone Egypt administrators will be trained to set up and configure alarms within
                                                VantageAnalyzer according to their needs.

                                                VantageAnalyzer offers the ability of PDF reports being created with the ability to
                                                narrow visibility to a system (number of JVMs) and a time period (like day, week,
                                                month etc.). These reports will deliver the top 10 resource consumers and top 1 0
                                                lasting transactions/SQL statements. These reports can be delivered at any time; VFE
                                                staff will be trainedto get them any time after implementation.

                                                During the configuration phase of VantageAnalyzer a person with very good
                                                knowledge of the system must be available for Intelli/Compuware staff to answer
                                                questions about objects and methods in a Java virtual machine. This person should be
                                                available for a time period of four hours, later just for an answer on the phone during
                                                typical business hours. The correc t analysis of the objects is crucial to project success
                                                and must be done by persons who know the system very well; it might be possible that
                                                external resources will be needed (in case of 3rd party products).

                                        14.3.   Diagnostic tools

                                                Client Vantage Active

                                                Client Vantage active monitoring will allow ERP team to measure the response times
                                                for   Commissioning    application   against    established     thresholds     using     dedicated
                                                workstations that replay scripted transactions. For Commissioning application, active
                                                agents will be scripted to execute 1 business transaction, which will be defined during
                                                implementation phase by the appropriate Vodafone Egypt SPOC, providing "control"
                                                measurements. W ith      CV    Active,   ERP    department      can     monitor   this   business
                                                transaction performed on Commissio ning application around the clock. As soon as CV
                                                Active   identifies   some    performance      problem   it   will    notify   ERP     department
                                                automatically when application service-level exceptions occur and elevate this
                                                information into VSM where the service level monitoring is measured. Client Vantage
                                                will have the ability to create application performance reports with real -time and
                                                historical data for trend analysis will allow ERP department best understand the
                                                situation and allow pinpointing application performance problem s.

                                                In Client Vantage, the Client-Network-Server (C-N-S) Exception report indicates where
                                                excessive time is spent between the client, network and servers, and compares
                                                results of a poorly performing transaction with a baseline profile.




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                                        14.4.   System Monitoring
                                                Nothing special applies to system monitoring, but the general requirements.

                                        14.5.   Log file Analysis
                                                Currently there’s no need to perform digging in log files.

                                        14.6.   Custom Monitoring Scripts
                                                                                rd
                                                This may perhaps fall into “3        Party Monitoring” section.   Also list when Ct rlM is
                                                responsible for the scheduling of tasks.

                                        14.7.   3 rd Party Alert Monitoring
                                                This will be Vodafone Egypt tools that can monitor specific applications or systems
                                                like Tibco Hawk. E.g. email based alerts from Genesys CTI server.

                                        14.8.   DB Monitoring
                                                The following databases will be monitored by HP OpenViews database monitoring
                                                module:

                                                       COMPRD1

                                                Inside this database some tablespaces are of special interest to the business service
                                                “ERP – Commissioning”. For each tablespace the minimum of the following metrics
                                                must be provided by HP:

                                                       Tablespace size, current

                                                       Tablespace I/O rate (i.e. in reads/sec or kB/s)

                                                For each of the following tablespaces the minimum number of MBs must be available
                                                at all times:

                                                       SYSAUX

                                                            o   150

                                                       TALLYDATA

                                                            o   20000

                                                       TALLYINDEX

                                                            o   20000

                                                       SAINDEX

                                                            o   5000

                                                       SADATA

                                                            o   20000

                                                       USERS

                                                            o   100




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                                                       STAGEDATA

                                                              o    15000

                                                       SYSTEM

                                                              o    250

                                                       STAGEINDEX

                                                              o    5000

                                                       COMPRD1_UNDO1

                                                              o    26000



                                                For each of the databases the following metrics must be provided as a minimum
                                                (further metrics can be included into VSM as well as long as HP could provide):

                                                                 Size of the database (or % of available tablespace used)

                                                                 Current I/O rate of the database

                                                                 Current memory used by the database/tablespace

                                                                 Current number of locks/latches

                                                                 Current number of blocks

                                                A maximum number of six metrics will be sub-services under each table and a
                                                maximum of 12 metrics will be sub-services per databases (not counting table names
                                                and their sub-services).



                                        14.9.   Network SPAN Requirements
                                                No Spanning required for this application.

                                        14.10. Network Monitoring Requirements
                                                If special network monitoring is required it needs to be l isted in this section; e.g.
                                                specific network device polling alerts from HP NNM for device and port; also path
                                                performance test like jitter IPSLA test across a WAN link.

                                                NV should be included in this section where it is used to monitor.

                                        14.11. Storage Monitoring
                                                This section will provide information on what metrics are monitored in terms of storage
                                                – primarily for SAN based alerts.

                                        14.12. Receivables
                                                Relevant to Commissioning application monitoring, Vodafone should provide:

                                                Suitable credentials on commissioning applicatio n in order for Client Vantage to be
                                                able to log-on to the system and perform the monitoring transaction.


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                                                VFE must provide a test user for the ClientVantage robot systems, so that all defined
                                                business transactions can be performed. This test user needs to b e fitted with the
                                                necessary credentials within system “ERP-Commissioning”.

                                                The selection of transactions to be scripted will be done at the beginning of the
                                                implementation phase by the VFE SPOC and Intelli/Compuware staff together. The
                                                SPOC must show the system and on the ClientVantage robot PC selected for script
                                                action for this system the client software must be installed.

                                                Access (on the network layer within VFE) between the ClientVantage robot and the
                                                system’s server must be ensured by VFE staff.

                                        14.13. Assumptions & Dependencies
                                                The success of the implementation of “ERP-Commissioning” is heavily depending on
                                                the availability of HP OpenView system and database monitoring; delays in HP
                                                configuration will have direct impact on the E2E project progress.

                                                VFE must provide an administrator being able to fully administer system “ ERP-
                                                Commissioning” and answer upcoming questions. This person must not permanently
                                                be on-site with Intelli/Compuware staff, but should be available during typical business
                                                hours on the phone in a reasonable time (like one working day). In times of absence a
                                                surrogate must be named.



                                        14.14. Extended Monitoring Capabilities
                                                Additional monitor capabilities include Client Vantage auto checks. Auto checks are
                                                not mandatory but could possibly provide value by measuring specific functions. Auto
                                                checks can perform some extra testing to further support service monitoring. The
                                                exact extent of use of the auto checks will be examined during the rollout.

                                                Auto checks can include:

                                                      URL check

                                                      SMTP check

                                                      Web services check

                                                      Ping check

                                                      Database check

                                                      Port check

                                                      DNS check

                                                      LDAP check

                                        14.15. Application Discovery Management
                                                This section describes what systems will form part of the EMC ADM discovery.




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                                        14.16. Change Management
                                                This section describes what will be monitored in terms of hardware, relationship and
                                                software changes.




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                                                ERP – POS (Win Cash)
PRODUCT REQUIREMENT SPECIFICATION 0.A



                                        15.
                                                WinCash POS application is the main systems used by the VF Stores. W in cash
                                                system includes (Billing inquiry, Bill Payment, Merchandise sales, SIM Service Sales,
                                                Stock management, Reporting) etc. It is based on a Client-server application.

                                                The architecture of win cash application is different from usual systems in the sense
                                                that as a server resides in each VF store. The end user connects to the local (in the
                                                shop) server. Each local server within the stores connects to a central DB located in
                                                Vodafone Data centre to synchronize information. The total stores to be monitored are
                                                47.

                                        15.1.   Service Model Framework
                                                Vantage Service Manager will provide the following services in dashboards as well as
                                                in Service Model Views for the system “ERP - Commissioning”:



                                                 1.   “ERP – POS” business service

                                                      The status of this abstract business service will be calculated by the subordinate
                                                      services. The method of calculating the corresponding status will be defined
                                                      together with the Vodafone Egypt SPOC during implementation. All relevant
                                                      information will be collected and presented in a condensed form in this service.



                                                1.1   POS locations

                                                      There is a number of POS locations that will be monitored by Vantage (see next
                                                      section). Depending on the (not yet fixed) number of POS locations being
                                                      monitored there will be the same number of sub -services. For each POS
                                                      location monitored with a robot PC (performing two business transactions per
                                                      POS location) there will be one service for the POS location and two sub-
                                                      services representing the two business transactions with their execution time.

                                                      Furthermore, data from system monitoring (either HP OpenView or MS SCOM)
                                                      will be included as sub-services under a server name. Only data for those
                                                      locations will be included that are also monitored.

                                                      The example of the service model – see below –includes a sample of a POS
                                                      location.



                                                1.2   POS replication

                                                      This sub-service will show for each of the POS locations the latest status of data
                                                      replication between the local database in each POS and the central POS
                                                      database. See section about log file analysis for details.




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                                                1.3    POS database server

                                                      This server (named DCRPOSA4) hosts the central POS database. The server
                                                      will be included as a sub-service of the business service and will itself include
                                                      sub-services, which are the metrics from system monitoring that will provide a
                                                      status of the servers health.

                                                      As a minimum the system monitoring (HP OpenView or MS SCOM) must provide
                                                      the following metrics:

                                                             Current CPU load (as average of all CPUs)

                                                             Current used memory (in % or kB)

                                                             Current disk I/O rate or current disk activity (in % of CPU)

                                                             Current used disk space (in % or MB)

                                                             Current context switches / second

                                                             Current # of interrupts / second

                                                             Current load of NICs (in % of capacity or MB/s)

                                                      Further metrics can be included, provided they’re useful and can be provided by
                                                      system monitoring.

                                                      A total number of 12 metrics per server must not be exceeded.



                                                1.4   POS Database

                                                      This service represents the database itself and is fed by HP OpenVie w database
                                                      monitoring module with reasonable metrics that make up the services status.
                                                      The minimum metrics required by HP are defined in the section about database
                                                      monitoring in this chapter.



                                                Incomplete example of the service model:




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                                                Vantage Service Manager (VSM) offers dashboards for an online view on service
                                                status information and service qualities. A number of one dashboard for this system
                                                will be delivered, showing every service stated here and it’s quality, outage, SLA (if
                                                defined) over time (i.e. daily, monthly etc.).

                                                The data on the dashboards will be printable as a report in PDF format as well,
                                                showing the same data in numbers (but not the nice graphical charts, due to the fact
                                                that these charts are only for online viewing).

                                                Should there be the need for more dashboards (i.e. showing different data collections
                                                or parts of services, due to security or organisational reasons) a change request must
                                                be applied to this.

                                                If current SLA definitions exists for the department these should be provided
                                                electronically or printed in their latest version at the beginning of the implementation
                                                phase.

                                                It is expected that for every alert that is raised to VSM, a clear event (called “return -
                                                to-normal”) will also be delivered to correctly update service impact after the fault is
                                                resolved. The verification of this is the duty of VFE staff before the implementation
                                                phase. If there is a missing “return-to-normal” with a good reason for it, it’s expected
                                                that VFE staff will notify Intelli/Compuware staff before the beginning of the
                                                implementation phase.

                                                Vantage Service Manager will provide dashboards (dynamic, for online viewing) and
                                                reports (static, for printing, in PDF format) that will show service quality over a
                                                selectable time period (i.e. a day, month, quarter, year etc.), as a list of all services as
                                                well as for each service with all available details (regarding sub -services).

                                                For system “POS” there will be one dashboard with one page (to be viewed in a
                                                browser); more dashboards or special pages can be discusse d if needed during
                                                implementation, but they’ll be subject to a formal change request.

                                                During implementation there will be the need to modify scripts within system “POS”. In
                                                order to accomplish project as planned VFE must provide skilled persons that will b e
                                                able and allowed to deliver requested changes in scripts within a reasonable time that
                                                will not constrain project progress. Most changes can only be stated after having had
                                                a closer look at the scripts’ source code, but will be just command lines for
                                                Compuware’s command line utility. In general, these changes take only a few hours of
                                                time during the whole implementation phase. VFE staff will be named by the SPOC
                                                and will work closely with Intelli/Compuware staff. During implementation of any
                                                changes in VFEs scripts Intelli/Compuware staff will be willing and available to
                                                support VFE staff.

                                                Clarifications on terms and names will be done during an initial meeting after start of
                                                implementation phase.

                                        15.2.   Transaction monitoring
                                                No internal transaction level monitoring will be available.



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                                        15.3.   Diagnostic tools
                                                Client Vantage Active

                                                Client Vantage active monitoring will allow ERP team to measure the response times
                                                for WinCash POS Application against established thresholds using 47 dedicated
                                                workstations that replay scripted transactions. For Commissioning application, active
                                                agents will be scripted to execute 2 business transactions (all agents will replicate the
                                                same transactions in order to have a comparison between the POS sites), which will
                                                be defined during implementation phase by the appropriate Vodafone Egypt SPOC,
                                                providing "control" measurements. W ith CV Active, ERP department can monitor these
                                                business transactions performed on POS application around the clock (or during shop
                                                working hours if desired). As soon as CV Active identifies some performance problem
                                                it will notify ERP department automatically when application service -level exceptions
                                                occur and elevate this information into VSM where the service level monitoring is
                                                measured. Client Vantage will have the ability to create application performance
                                                reports with real-time and historical data for trend analysis will allow ERP department
                                                best understand the situation and allow pinpointing application performance problems.

                                                In Client Vantage, the Client-Network-Server (C-N-S) Exception report indicates where
                                                excessive time is spent between the client, network and servers, and compares
                                                results of a poorly performing transaction with a baseline profile .

                                        15.4.   System Monitoring
                                                Define details of type of system monitoring ap plicable to each listed server in this
                                                Business Application’s scope.

                                        15.5.   Log file Analysis
                                                On the server of each POS location there is a job replicating data to the central POS
                                                server. The details (name of the log file, error messages etc.) is to be delivered during
                                                implementation.

                                                HP OpenView will be responsible for digging into this log file and grab the information
                                                about whether or not the last replication of data was successful. This information will
                                                be shown in the service model as a “replication” transact ion for each POS location.

                                        15.6.   Custom Monitoring Scripts
                                                                                rd
                                                This may perhaps fall into “3        Party Monitoring” section.   Also list when CtrlM is
                                                responsible for the scheduling of tasks.

                                        15.7.   3 rd Party Alert Monitoring
                                                This will be Vodafone Egypt tools that can monitor specific applications or systems
                                                like Tibco Hawk. E.g. email based alerts from Genesys CTI server.

                                        15.8.   DB Monitoring
                                                The database POSPRD2 on server 10.230.91.32 will be monitored by HP OpenView
                                                database monitoring module. The following metrics must be provide d as a minimum
                                                for each database. More metrics are appreciated and will be included as sub -services
                                                as well.
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                                                             Size of the database (or % of available tablespace used)

                                                             Current I/O rate of the database

                                                             Current memory used by the database/tablespace

                                                             Current number of locks/latches

                                                             Current number of blocks

                                                A total number of 12 metrics per database must not be exceeded.

                                        15.9.   Network SPAN Requirements
                                                The spanning that is required for ERP – POS system follows:

                                                                                    SPAN PORT REQUIREMENTS for ERP – POS

                                                                System name and/or IP                            Network port

                                                                 10.230.250.75                                   Uplink to be spanned

                                                                 10.230.250.132                                  Uplink to be spanned

                                                                 10.230.250.134                                  Uplink to be spanned

                                                                  10.230.251.1                                 Uplink to be spanned




                                        15.10. Network Monitoring Requirements
                                                If special network monitoring is required it needs to be listed in this section; e.g.
                                                specific network device polling alerts from HP NNM for device and port; also path
                                                performance test like jitter IPSLA test across a WAN link.

                                                NV should be included in this section where it is used to monitor.

                                        15.11. Storage Monitoring
                                                This section will provide information on what metrics are monitored in terms of storage
                                                – primarily for SAN based alerts.

                                        15.12. Receivables
                                                Relevant to POS application monitoring, Vodafone should provide:

                                                Suitable credentials on win cash POS application in order for C lient Vantage to be
                                                able to log-on to the system and perform the monitoring transactions.

                                                VFE must provide a test user for the ClientVantage robot systems, so that all defined
                                                business transactions can be performed. This test user needs to be fitted with t he
                                                necessary credentials within system “POS”.

                                                The selection of transactions to be scripted will be done at the beginning of the
                                                implementation phase by the VFE SPOC and Intelli/Compuware staff together. The
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                                                SPOC must show the system and on the ClientVantag e robot PC selected for script
                                                action for this system the client software must be installed.

                                                Access (on the network layer within VFE) between the ClientVantage robot and the
                                                system’s server must be ensured by VFE staff.

                                        15.13. Assumptions & Dependencies

                                                In order to be able to monitor all 47 POS locations, we require to have 47 PC’s (one in
                                                each location). These PC’s will act as an end user making selected transactions.

                                                The number of monitored sites, is dependent on the number of PC’s available .
                                                The success of the implementation of “POS” is heavily depending on the availability of
                                                HP OpenView system and database monitoring; delays in HP configuration will have
                                                direct impact on the E2E project progress.

                                                VFE must provide an administrator being able to fully administer system “POS” and
                                                answer upcoming questions. This person must not permanently be on -site with
                                                Intelli/Compuware staff, but should be available during typical business hours on the
                                                phone in a reasonable time (like one working day). In times of absence a sur rogate
                                                must be named.



                                        15.14. Extended Monitoring Capabilities
                                                Additional monitor capabilities include Client Vantage auto checks. Auto checks are
                                                not mandatory but could possibly provide value by measuring specific functions. Auto
                                                checks can perform some extra t esting to further support service monitoring. The
                                                exact extent of use of the auto checks will be examined during the rollout.

                                                Auto checks can include:

                                                      URL check

                                                      SMTP check

                                                      Web services check

                                                      Ping check

                                                      Database check

                                                      Port check

                                                      DNS check

                                                      LDAP check



                                        15.15. Application Discovery Management
                                                This section describes what systems will form part of the EMC ADM discovery.




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                                        15.16. Change Management
                                                This section describes what will be monitored in terms of hardware, relationship and
                                                software changes.




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                                                Internet – Website
PRODUCT REQUIREMENT SPECIFICATION 0.A



                                        16.
                                                The Website application holds Vodafone’s mail website accessed from the internet .
                                                The application is divided in two main business areas (one over http that is free to
                                                everyone, and one over Https, for registered customers). A representation of the
                                                systems architecture is shown below:




                                        16.1.   Service Model Framework
                                                Vantage Service Manager will provide the following services in dashboards as well as
                                                in Service Model Views for the system “Internet - Website”:



                                                 1.   “Internet - Website” business service

                                                      The status of this abstract business service will be calculated by the subordinate
                                                      services. The method of calculating the corresponding status will be defined
                                                      together with the Vodafone Egypt SPOC during implementation. All relevant
                                                      information will be collected and presented in a condensed form in this service.




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                                                1.1   15 W ebsite services

                                                      The service model will include 15 sub-service of the business service out of the
                                                      following:

                                                              Login, Registration, Daily call usage, View bill, Super number, MCK, Bill
                                                             payment, Recharge credit, Recharge scratch, ADSL view quota, ADSL
                                                             change rate plan, VF cash, W ireless office, Rate plan change, Vodafone
                                                             One, OTA

                                                      The choice of 15 services will be made by the Vodafone SPOC at the beginning
                                                      of the implementation phase.

                                                      All theses sub-services will be monitored and the transaction time being a sub -
                                                      service of the named service.



                                                1.2   Website servers

                                                      The following servers will form sub-services of the business service as they
                                                      make up the main servers that deliver Vodafones website:

                                                                      192.168.4.181

                                                                      192.168.4.238

                                                      Both servers will be monitored by system monitoring (HP OpenView), which will
                                                      deliver as a minimum the following metrics:

                                                                      Current CPU load (as average of all CPUs)

                                                                      Current used memory (in % or kB)

                                                                      Current disk I/O rate or current disk activity (in % of CPU)

                                                                      Current used disk space (in % or MB)

                                                                      Current context switches / second

                                                                      Current # of interrupts / second

                                                                      Current load of NICs (in % of capacity or MB/s)

                                                      All these metrics, plus additional ones if needed, will show up as sub -services of
                                                      each server. They will show up as the condensed status of a server.

                                                      A maximum of 12 metric per server must not be exceeded.



                                                1.3   Internet database server

                                                      The server hosting the internet database (IP: 192.168.5.103) will be monitored
                                                      with the same metrics as the website servers (see above for details).




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                                                1.4    Internet Database Service

                                                      This service is the database itself, which will be monitored by HP OpenView
                                                      database monitoring module. HP will provide a number of reasonable metrics,
                                                      but as a minimum the ones states in the section about database monitoring in
                                                      this chapter.

                                                      All metrics will be shown as sub-services of “W ebsite Database” service. A total
                                                      number of 12 metrics per database must not be exceeded.

                                                      Incomplete sample of the service model:




                                                Vantage Service Manager (VSM) offers dashboards for an online view on service
                                                status information and service qualities. A number of one dashboard for this system
                                                will be delivered, showing every service stated here and it’s quality, outage, SLA (if
                                                defined) over time (i.e. daily, monthly etc.).

                                                The data on the dashboards will be printable as a report in PDF format as well,
                                                showing the same data in numbers (but not the nice graphical charts, due to the fact
                                                that these charts are only for online viewing).

                                                Should there be the need for more dashboards (i.e. showing different data collections
                                                or parts of services, due to security or organisational reasons) a change request must
                                                be applied to this.

                                                If current SLA definitions exists for the department these sho uld be provided
                                                electronically or printed in their latest version at the beginning of the implementation
                                                phase.

                                                It is expected that for every alert that is raised to VSM, a clear event (called “return -
                                                to-normal”) will also be delivered to correctly update service impact after the fault is
                                                resolved. The verification of this is the duty of VFE staff before the implementation
                                                phase. If there is a missing “return-to-normal” with a good reason for it, it’s expected

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                                                that VFE staff will notify Intelli/Compuware st aff before the beginning of the
                                                implementation phase.

                                                Vantage Service Manager will provide dashboards (dynamic, for online viewing) and
                                                reports (static, for printing, in PDF format) that will show service quality over a
                                                selectable time period (i.e. a day, month, quarter, year etc.), as a list of all services as
                                                well as for each service with all available details (regarding sub -services).

                                                For system “Internet – Website” there will be one dashboard with one page (to be
                                                viewed in a browser); more dashboards or special pages can be discussed if needed
                                                during implementation, but they’ll be subject to a formal change request.

                                                During implementation there will be the need to modify scripts within system “Internet
                                                - Website”. In order to accomplish project as planned VFE must provide skilled
                                                persons that will be able and allowed to deliver requested changes in scripts within a
                                                reasonable time that will not constrain project progress. Most changes can only be
                                                stated after having had a closer look at the scripts’ source code, but will be just
                                                command lines for Compuware’s command line utility. In general, these changes take
                                                only a few hours of time during the whole implementation phase. VFE staff will be
                                                named by the SPOC and will work closely with Intelli/Compuware staf f. During
                                                implementation of any changes in VFEs scripts Intelli/Compuware staff will be willing
                                                and available to support VFE staff.

                                                Clarifications on terms and names will be done during an initial meeting after start of
                                                implementation phase.

                                        16.2.   Transaction monitoring
                                                With Vantage Analyzer Vodafone will receive the ability for comprehensive J2EE
                                                performance monitoring and analysis capabilities of Website. Vantage Analyzer
                                                directs users straight to the source of J2EE performance problems with visibility and
                                                detailed transaction analysis (down to method or SQL statement level).

                                                If faced with a production performance problem on the 2 systems (192.168.4.181 &
                                                192.168.4.238) running the Bea W eblogic 10.0.0 application, Vantage Analyzer can
                                                provide both a high-level view of entire J2EE workloads and in-depth detail on specific
                                                execution paths, giving Internet team the ability to locate problems and gather the
                                                detailed information needed to hand them off to the right experts (DBAs, network and
                                                systems administrators, application developers).

                                                 The Vantage Performance Analysis Dashboard will provide the ability to monitor
                                                method-level performance and CPU/memory utilization metrics for the W ebsite.



                                                Vantage Analyzer will be installed into 2 Java virtual machines on the f ollowing
                                                (Solaris 10) servers:

                                                       DCHQW EB1 (192.168.4.181)

                                                       DCHQW EB2 (192.168.4.238)

                                                The version of Bea Web logic is 10.0.0

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                                                Vodafone Egypt administrators will be trained to set up and configure alarms within
                                                Vantage Analyzer according to their needs .

                                                VantageAnalyzer offers the ability of PDF reports being created with the ability to
                                                narrow visibility to a system (number of JVMs) and a time period (like day, week,
                                                month etc.). These reports will deliver the top 10 resource consumers and top 10
                                                lasting transactions/SQL statements. These reports can be delivered at any time; VFE
                                                staff will be trainedto get them any time after implementation.

                                                During the configuration phase of VantageAnalyzer a person with very good
                                                knowledge of the system must be available for Inte lli/Compuware staff to answer
                                                questions about objects and methods in a Java virtual machine. This person should be
                                                available for a time period of four hours, later just for an answer on the phone during
                                                typical business hours. The correct analysis of the o bjects is crucial to project success
                                                and must be done by persons who know the system very well; it might be possible that
                                                external resources will be needed (in case of 3rd party products).

                                        16.3.   Diagnostic tools
                                                As part of the greater solution for Vodafone Websi te, special focus will be on the End
                                                User Experience monitoring. For this system every active user will be monitored and
                                                the top 10 transactions of each user will be shown and analyzed as to page load time,
                                                server time, HTTP response time, HTTP errors and TCP errors, redirect time, loss
                                                rate, RTT and realized bandwidth. Transactions are actually URL calls from the end
                                                user to the website.

                                                A number of URLs (transactions measured by Agentless) can be grouped together,
                                                which is then called a service. For Vodaf one’s website a total number of up to 15
                                                services will be monitored and shown up in the service model of VSM dashboards.

                                                During rollout, Internet department will have to identify up to 5 standard reports to be
                                                delivered for website application via Agentles s reporting.

                                                Vantage End User Experience with Agentless

                                                Agentless monitoring will measure website response times experienced by every end
                                                user. In order to deliver this, Agentless will passively collect data from specific areas
                                                within the network (by use of span port technology on the network switches or network
                                                taps). A detailed list of network span ports for website is depicted in the receivables
                                                section.

                                                Agentless can also monitor the http based communications between the 2 application
                                                servers QW EB1 (192.168.4.181) & DCHQW EB2 (192.168.4.238) and web service
                                                system (10.230.91.213).

                                                Agentless reports data on five-minute intervals. For deeper analysis, the Advanced
                                                Web Diagnostics Server (AWDS) can provide detailed insight about web page and
                                                business transaction performance down to each individual page hit using one -
                                                millisecond   reporting   granularity.   Capabilities    include   diagnostics   that   help
                                                troubleshoot specific user problems and diagram web page and transaction delivery
                                                times, showing timings and errors f or each individual web object and business

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                                                transaction step. For rapid fault domain isolation, the AW DS can build the analytical
                                                model of web-site performance to find systemic problems that cause HTTP - and XML-
                                                based application performance degradation. It then quantifies the site-wide impact and
                                                severity in clear terms. This helps Internet department to focus on addressing those
                                                web-site problems that are most severe, as well as assigning the right person to the
                                                job.

                                                Client Vantage Active

                                                Client Vantage active monitoring will allow Internet department to measure the
                                                response times for website application against established thresholds using dedicated
                                                workstations that replay scripted transactions. For website application, an active agent
                                                will be scripted to execute 2 business transactions, which will be named during
                                                implementation phase by the appropriate Vodafone Egypt SPOC, providing "control"
                                                measurements. With CV Active, Internet department can monitor selected business
                                                transactions performed on application website around the clock. As soon as CV Active
                                                identifies some performance problem it will notify Internet department automatically
                                                when application service-level exceptions occur and elevate this information into VSM
                                                where the service level monitoring is measured. Client Vantage will have the ability to
                                                create application performance reports with real -time and historical data for trend
                                                analysis will allow Internet department best understand the situation and allow
                                                pinpointing application performance pro blems.

                                                In Client Vantage, the Client-Network-Server (C-N-S) Exception report indicates where
                                                excessive time is spent between the client, network and servers, and compares
                                                results of a poorly performing transaction with a baseline profile.

                                                All standard reports delivered with ClientVantage Agentless Monitoring will be usable
                                                for this system (if they apply in terms of business). The standard DMI reports can be
                                                modified to fulfil requests like visibility only for a certain system, only a certain time
                                                period (i.e. month, quarter, day etc.). Every department will have DMI reports covering
                                                their system, but the necessary time period(s) must be defined by the VFE SPOC at
                                                the beginning of the implementation phase .

                                        16.4.   System Monitoring
                                                Define details of type of system monitoring applicable to each listed server in this
                                                Business Application’s scope.

                                        16.5.   Log file Analysis
                                                Currently there is no log file that needs to be analyzed in order to get a status of one
                                                of the important services.

                                        16.6.   Custom Monitoring Scripts
                                                                                rd
                                                This may perhaps fall into “3        Party Monitoring” section.   Also list when CtrlM is
                                                responsible for the scheduling of tasks.




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                                                3 rd Party Alert Monitoring
PRODUCT REQUIREMENT SPECIFICATION 0.A



                                        16.7.
                                                This will be Vodafone Egypt tools that can monitor specific applications or systems
                                                like Tibco Hawk. E.g. email base d alerts from Genesys CTI server.

                                        16.8.   DB Monitoring
                                                The following databases are going to be monitored and represented in the service
                                                model:

                                                                  INETPRD1

                                                For each of these databases HP OpenView database monitoring module must provide
                                                as a minimum the following metrics:

                                                                  Size of the database (or % of available tablespace used)

                                                                  Current I/O rate of the database

                                                                  Current memory used by the database/tablespace

                                                                  Current number of locks/latches

                                                                  Current number of blocks

                                                If available, further important metrics will be included, but the total number of 16
                                                metrics must not be exceeded.

                                        16.9.   Network SPAN Requirements
                                                The spanning that is required for Internet - Website:



                                                                          SPAN PORT REQUIREMENTS for Internet - W ebsite Systems

                                                                  System name and/or IP                          Network port

                                                          DCHQW EB1 (192.168.4.181)
                                                                                                                 192.168.4.11 f0/5

                                                          DCHQW EB2 (192.168.4.238)                              192.168.4.11 f0/17




                                        16.10. Network Monitoring Requirements
                                                If special network monitoring is required it needs to be listed in this section; e.g.
                                                specific network device polling alerts from HP NNM for device and port; a lso path
                                                performance test like jitter IPSLA test across a WAN link.

                                                NV should be included in this section where it is used to monitor.

                                        16.11. Storage Monitoring
                                                This section will provide information on what metrics are monitored in terms of storage
                                                – primarily for SAN based alerts.



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                                        16.12. Receivables
                                                Related to Vodafone website monitoring Vodafone should provide:

                                                     Website credentials for Client Vantage to use and perform the synthetic
                                                        transactions.

                                                     SSL keys for decrypting the 2 SSL layers of the website servers by Agentle ss.

                                                Provide technical details of the session cookie (see assumptions section)

                                                The private SSL keys/certificates for the servers involved with SSL traffic must be
                                                supplied to the SSL decryption hardware. During implementation (details can be found
                                                in the current project plan) the Intelli/Compuware staff will ask for them and will show
                                                VFE staff how to integrate the keys in the special hardware. No member of the
                                                implementation team (except of VFE staff) will ever get in contact with the decryption
                                                keys/certificates. The keys/certificates will be stored in hardware encrypted and only
                                                VFE staff will have access.

                                                A session cookie with details of the user (name, user id etc.) must be provided for
                                                ClientVantage Agentless Monitoring in order to cunt and name individ ual users and
                                                their transactions. Intelli/Compuware staff will ask about the cookie’s internal structure
                                                during implementation.

                                                VFE must provide a test user for the ClientVantage robot systems, so that all defined
                                                business transactions can be performed. Th is test user needs to be fitted with the
                                                necessary credentials within system “Internet-W ebsite”.

                                                The selection of transactions to be scripted will be done at the beginning of the
                                                implementation phase by the VFE SPOC and Intelli/Compuware staff together. Th e
                                                SPOC must show the system and on the ClientVantage robot PC selected for script
                                                action for this system the client software must be installed.

                                                Access (on the network layer within VFE) between the ClientVantage robot and the
                                                system’s server must be ensured by VFE staff.



                                        16.13. Assumptions & Dependencies
                                                The website and all sub-parts are expected to be working with a consistent session
                                                cookie. This cookie should include the username or some other unique user identifier.
                                                If this is not already in place, Vodafone sh ould provide accordingly.

                                                The success of the implementation of “Internet – Website” is heavily depending on the
                                                availability of HP OpenView system and database monitoring; delays in HP
                                                configuration will have direct impact on the E2E project progress.

                                                VFE must provide an administrator being able to fully administer system “ Internet -
                                                Website” and answer upcoming questions. This person must not permanently be on -
                                                site with Intelli/Compuware staff, but should be available during typical business hours
                                                on the phone in a reasonable time (like one working day). In times of absence a
                                                surrogate must be named.


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                                        16.14. Extended Monitoring Capabilities
                                                Additional monitor capabilities include Client Vantage auto checks. Auto checks are
                                                not mandatory but could possibly provide value by measuring specific functions. Auto
                                                checks can perform some extra testing to further support service monitoring. The
                                                exact extent of use of the auto checks will be examined during the rollout.

                                                Auto checks can include:

                                                      URL check

                                                      SMTP check

                                                      Web services check

                                                      Ping check

                                                      Database check

                                                      Port check

                                                      DNS check

                                                      LDAP check



                                        16.15. Application Discovery Management
                                                This section describes what systems will form part of the EMC ADM discovery.



                                        16.16. Change Management
                                                This section describes what will be monitored in terms of hardware, relationship and
                                                software changes.




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                                                 Internet – Live
PRODUCT REQUIREMENT SPECIFICATION 0.A



                                        17.
                                                 The Vodafone Live application is a unique application in the sense that part of Live is
                                                 delivered by systems in Vodafone Egypt, parts from systems in VF Germany and other
                                                                rd
                                                 parts from 3        party content providers. Traffic is routed to Germany and back. A
                                                 representation of the systems architecture is shown below:




                                        17.1.    Service Model Framework
                                                 Vantage Service Manager will provide the following services in dashboards as well as
                                                 in Service Model Views for the system “Internet - Live”:

                                                1.     Internet - Live” business service

                                                       The status of this abstract business service will be calculated by the subordinate
                                                       services. The method of calculating the corresponding status will be defined
                                                       together with the Vodafone Egypt SPOC during implementation. All relevant
                                                       information will be collected and presented in a condensed form in this service.




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                                                1.2   Internet Live servers

                                                      The following servers will be shown as sub -services of the business service ,
                                                      grouped together as “Internet Life Servers”.

                                                             DCHQADSLTEST2

                                                             DCHQADSLTEST1

                                                             DCHQPORQ

                                                             DCHQPORAJ

                                                             DCHQPORO

                                                             DCHQPORK

                                                      For each of these servers the system monitoring must provide as a minimum the
                                                      following metrics:

                                                             Current CPU load (as average of all CPUs)

                                                             Current used memory (in % or kB)

                                                             Current disk I/O rate or current disk activity (in % of CPU)

                                                             Current used disk space (in % or MB)

                                                             Current context switches / second

                                                             Current # of interrupts / second

                                                             Current load of NICs (in % of capacity or MB/s)

                                                      Those metrics will be shown as sub-services of the servers’ service in the
                                                      service model. In case more metrics are needed to make up a useful status they
                                                      will be included, provided the fact that system monitoring is delivering them and
                                                      a total of 12 metrics per server is not exceeded.



                                                1.3   Internet Live Databse VFLPRD1

                                                      This database will be monitored by HP OpenView database monitoring module.
                                                      The status will be shown according to the details of the metrics provided by HP
                                                      (see section about Database Monitoring i n this chapter).

                                                      The database will be shown as a sub-service of the business services with the
                                                      provided metrics as sub-services o the database service.




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                                                Incomplete example of the service model:




                                                Vantage Service Manager (VSM) offers dashboards for an online view on service
                                                status information and service qualities. A number of one dashboard for this system
                                                will be delivered, showing every service stated here and it’s quality, outage, SLA (if
                                                defined) over time (i.e. daily, monthly etc.).

                                                The data on the dashboards will be printable as a report in PDF format as well,
                                                showing the same data in numbers (but not the nice graphical charts, due to the fact
                                                that these charts are only for online viewing).

                                                Should there be the need for more dashboards (i.e. showing different data collections
                                                or parts of services, due to security or organisational reasons) a change request must
                                                be applied to this.

                                                If current SLA definitions exists for the department these should be provided
                                                electronically or printed in their latest version at the beginning of the implementation
                                                phase.

                                                It is expected that for every alert that is raised to VSM, a clear event (called “return -
                                                to-normal”) will also be delivered to correctly update service impact after the fault is
                                                resolved. The verification of this is the duty of VFE staff before the implementation
                                                phase. If there is a missing “return-to-normal” with a good reason for it, it’s expected
                                                that VFE staff will notify Intelli/Compuware staff before the beginning of the
                                                implementation phase.

                                                Vantage Service Manager will provide dashboards (dynamic, for online viewing) and
                                                reports (static, for printing, in PDF format) that will show service quality over a



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                                                selectable time period (i.e. a day, month, quarter, year etc.), as a list of all s ervices as
                                                well as for each service with all available details (regarding sub -services).

                                                For system “Internet – Live” there will be one dashboard with one page (to be viewed
                                                in a browser); more dashboards or special pages can be discussed if needed during
                                                implementation, but they’ll be subject to a formal change request.

                                                During implementation there will be the need to modify scripts within system “Internet
                                                - Live”. In order to accomplish project as planned VFE must provide skilled persons
                                                that will be able and allowed to deliver requested changes in scripts within a
                                                reasonable time that will not constrain project progress. Most changes can only be
                                                stated after having had a closer look at the scripts’ source code, but will be just
                                                command lines for Compuware’s command line utility. In general, these changes take
                                                only a few hours of time during the whole implementation phase. VFE staff will be
                                                named by the SPOC and will work closely with Intelli/Compuware staff. During
                                                implementation of any changes in VFEs scripts Intelli/Compuware staff will be willing
                                                and available to support VFE staff.

                                                Clarifications on terms and names will be done during an initial meeting after start of
                                                implementation phase.

                                        17.2.   Transaction monitoring
                                                With   Vantage    Analyzer   Vodafone     Internet   te am   will    receive   the   ability   for
                                                comprehensive J2EE performance monitoring and analysis capabilities of Java
                                                application servers within Live. Vantage Analyzer directs users straight to the source
                                                of J2EE performance problems with visibility and detailed tra nsaction analysis (down
                                                to method or SQL statement level).

                                                If faced with a production performance problem on the systems running Java, Vantage
                                                Analyzer can provide both a high-level view of entire J2EE workloads and in-depth
                                                detail on specific execution paths, giving Internet team the ability to locate problems
                                                and gather the detailed information needed to hand them off to the right experts
                                                (DBAs, network and systems administrators, application developers).

                                                The Vantage Performance Analysis Dashboard will p rovide the ability to monitor
                                                method-level performance and CPU/memory utilization metrics for the W ebsite.

                                                VantageAnalyzer will be installed into 6 Java virtual machines on the following
                                                servers:

                                                 DCHQADSLTEST2 (192.168.4.196)                 Solaris 10           Bea Weblogic 8.1.6

                                                 DCHQADSLTEST1 (192.168.4.197)                 Solaris 10           Bea Weblogic 8.1.6

                                                 DCHQPORQ (192.168.5.63)                       Solaris 9            JBoss 4.0.3 SP1

                                                 DCHQPORAJ (192.168.5.110)                     Solaris 9            JBoss 4.0.3 SP1

                                                 DCHQPORO (192.168.4.49)                       Solaris 9            Bea Weblogic 8,1

                                                 DCHQPORK (192.168.4.54)                       Solaris 9            Bea Weblogic 8,1

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                                                Vodafone Egypt administrators will be trained to set up and configure alarms within
                                                VantageAnalyzer according to their needs.

                                                VantageAnalyzer offers the ability of PDF reports being created with the ability to
                                                narrow visibility to a system (number of JVMs) and a time period (like day, week,
                                                month etc.). These reports will deliver the top 10 resource consumers and top 10
                                                lasting transactions/SQL statements. These reports can be delivered at any time; VFE
                                                staff will be trainedto get them any t ime after implementation.

                                                During the configuration phase of VantageAnalyzer a person with very good
                                                knowledge of the system must be available for Intelli/Compuware staff to answer
                                                questions about objects and methods in a Java virtual machine. This person s hould be
                                                available for a time period of four hours, later just for an answer on the phone during
                                                typical business hours. The correct analysis of the objects is crucial to project success
                                                and must be done by persons who know the system very well; it might b e possible that
                                                external resources will be needed (in case of 3rd party products).



                                        17.3.   Diagnostic tools
                                                This is the drill down capability that is available for this specific Business Application.

                                                All standard reports delivered with ClientVantage Agentless M onitoring will be usable
                                                for this system (if they apply in terms of business). The standard DMI reports can be
                                                modified to fulfil requests like visibility only for a certain system, only a certain time
                                                period (i.e. month, quarter, day etc.). Every department will have DMI reports covering
                                                their system, but the necessary time period(s) must be defined by the VFE SPOC at
                                                the beginning of the implementation phase .

                                        17.4.   System Monitoring
                                                Define details of type of system monitoring applicable to each listed server in this
                                                Business Application’s scope.

                                        17.5.   Log file Analysis
                                                List which systems have log files and which technology component will be responsible
                                                for monitoring this.

                                        17.6.   Custom Monitoring Scripts
                                                                                 rd
                                                This may perhaps fall into “3         Party Monitoring” section.   Also list when CtrlM is
                                                responsible for the scheduling of tasks.

                                        17.7.   3 rd Party Alert Monitoring
                                                This will be Vodafone Egypt tools that can monitor specific applications or systems
                                                like Tibco Hawk. E.g. email based alerts from Genesys CTI server.




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                                        17.8.   DB Monitoring
                                                The following databases will be monitored by HP OpenView database monitoring
                                                module:

                                                       VFLPRD1 (IP: 192.168.4.133)

                                                The following metrics must be provided as a minimum for each database. More
                                                metrics are appreciated and will be included as sub -services as well.

                                                       Size of the database (or % of available tablespace used)

                                                       Current I/O rate of the database

                                                       Current memory used by the database/tablespace

                                                       Current number of locks/latches

                                                       Current number of blocks

                                                Should there be the need to specify certain tablespaces (instead or as an addition to
                                                the database), they will be included as sub -services as well and the provided metrics
                                                will be attached. The total number of eight metrics must not be exceeded per
                                                tablespace.

                                                A total number of 12 metrics per database must not be exceeded

                                        17.9.   Network SPAN Requirements
                                                No spanning ports required for VF Live, but conditional spanning requirements may
                                                apply (see extended monitoring capabilities).

                                        17.10. Network Monitoring Requirements
                                                If special network monitoring is required it needs to be listed in thi s section; e.g.
                                                specific network device polling alerts from HP NNM for device and port; also path
                                                performance test like jitter IPSLA test across a WAN link.

                                                NV should be included in this section where it is used to monitor.

                                        17.11. Storage Monitoring
                                                This section will provide information on what metrics are monitored in terms of storage
                                                – primarily for SAN based alerts.

                                        17.12. Receivables
                                                The private SSL keys/certificates for the servers involved with SSL traffic must be
                                                supplied to the SSL decryption hardware. During imp lementation (details can be found
                                                in the current project plan) the Intelli/Compuware staff will ask for them and will show
                                                VFE staff how to integrate the keys in the special hardware. No member of the
                                                implementation team (except of VFE staff) will ever get in contact with the decryption
                                                keys/certificates. The keys/certificates will be stored in hardware encrypted and only
                                                VFE staff will have access.

                                                A session cookie with details of the user (name, user id etc.) must be provided for
                                                ClientVantage Agentless Monitoring in order to cunt and name individual users and

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                                                their transactions. Intelli/Compuware staff will ask about the cookie’s internal structure
                                                during implementation.

                                        17.13. Assumptions & Dependencies
                                                Depending on several application design parameters regardi ng traffic flows, content
                                                streaming and unique identifiers, the ability to capture end user experience metrics
                                                may or may not exist. This must be validated with our monitored systems in place (see
                                                Extended monitoring capabilities). If identified, the addit ional spanning ports may be
                                                required.

                                                The success of the implementation of “Internet – Live” is heavily depending on the
                                                availability of HP OpenView system and database monitoring; delays in HP
                                                configuration will have direct impact on the E2E project progr ess.

                                                VFE must provide an administrator being able to fully administer system “ Internet -
                                                Live” and answer upcoming questions. This person must not permanently be on -site
                                                with Intelli/Compuware staff, but should be available during typical business hours on
                                                the phone in a reasonable time (like one working day). In times of absence a
                                                surrogate must be named.

                                        17.14. Extended Monitoring Capabilities
                                                Additional monitor capabilities include Client Vantage auto checks. Auto checks are
                                                not mandatory but could possibly pro vide value by measuring specific functions. Auto
                                                checks can perform some extra testing to further support service monitoring. The
                                                exact extent of use of the auto checks will be examined during the rollout.

                                                Auto checks can include:

                                                      URL check

                                                      SMTP check

                                                      Web services check

                                                      Ping check

                                                      Database check

                                                      Port check

                                                      DNS check

                                                      LDAP check

                                                During implementation, Intelli/Compuware will investigate the possibility of measuring
                                                further end user metrics, which due to the unique architecture are not evident at this
                                                stage of the project. In order to define if end user experience is able to be captured
                                                (as the end user is a cell phone), we require our systems to be in place and perform
                                                specific measurements.




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                                        17.15. Application Discovery Management
                                                This section describes what systems will form part of the EMC ADM discovery.



                                        17.16. Change Management
                                                This section describes what will be monitored in terms of hardware, relationship and
                                                software changes.




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                                                Internet – Extranet
PRODUCT REQUIREMENT SPECIFICATION 0.A



                                        18.
                                                The Extranet application is similar to website but only accessible unde r specific
                                                circumstances (e.g. by distributors etc).The service is delivered over http and https
                                                protocols. A representation of the systems architecture is shown below:




                                        18.1.   Service Model Framework
                                                Vantage Service Manager will provide the foll owing services in dashboards as well as
                                                in Service Model Views for the system “Internet - Extranet”:

                                                 1.   “Internet - Extranet” business service

                                                      The status of this abstract business service will be calculated by the subordinate
                                                      services. The method of calculating the corresponding status will be defined
                                                      together with the Vodafone Egypt SPOC during implementation. All relevant
                                                      information will be collected and presented in a condensed form in this service.

                                                1.1    Extranet DCA portal servers

                                                      There are two servers serving the extranet portal in Vodafone. These both
                                                      servers will be shown as sub-services of the business service, grouped
                                                      together.




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                                                             192.168.4.241

                                                             192.168.4.175

                                                      For each of these servers the system monitoring (HP OpenView) must provide a
                                                      set of metrics, which are at least the following:

                                                             Current CPU load (as average of all CPUs)

                                                             Current used memory (in % or kB)

                                                             Current disk I/O rate or current disk activity (in % of CPU)

                                                             Current used disk space (in % or MB)

                                                             Current context switches / second

                                                             Current # of interrupts / second

                                                             Current load of NICs (in % of capacity or MB/s)

                                                      Should system monitoring provide more useful information that is needed to
                                                      evaluate the health of the servers the additional metrics will also be included,
                                                      but not more than 12 metrics per server.



                                                1.2    Exomi server

                                                      The Exomi server (IP: 192.168.5.62) is used to send SMSs. It will be shown as a
                                                      sub-service and be fed by system monitoring with HP OpenView just like the
                                                      DCA servers.

                                                      The minimum of metrics that must be provided is:

                                                             Current CPU load (as average of all CPUs)

                                                             Current used memory (in % or kB)

                                                             Current disk I/O rate or current disk activity (in % of CPU)

                                                             Current used disk space (in % or MB)

                                                             Current context switches / second

                                                             Current # of interrupts / second

                                                             Current load of NICs (in % of capacity or MB/s)

                                                      Should system monitoring provide more useful information that is needed to
                                                      evaluate the health of the servers the additional metrics will also be included,
                                                      but not more than 12 metrics per server.



                                                1.3    Extranet services

                                                      Extranet provides seven services. These services will be shown as sub -services
                                                      and monitored by Vantage. Each measurement (i.e. transaction time, service up)



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                                                      will be shown as a sub-service of the named service, respectively. A total
                                                      number of up to eight metrics will be shown for each extranet service.

                                                      The services are:

                                                             SIM Swap

                                                             Bill payment

                                                             OOM (Oracle Order Management)

                                                             E-Topup

                                                             OTA

                                                             Login

                                                             Reset Password

                                                1.4   Order Management Database

                                                      This database will be monitored by HP OpenView database monitoring module.
                                                      The status will be shown according to the details of the metrics provided by HP
                                                      (see section about Database Monitoring in this chapter).

                                                      The database will be shown as a sub-service of the business services with the
                                                      provided metrics as sub-services o the database service.

                                                1.5    DCA Database DCAPRD1

                                                      This database will be monitored by HP OpenView database monitoring module.
                                                      The status will be shown according to the details of the metrics provided by HP
                                                      (see section about Database Monitoring in this chapter).

                                                      The database will be shown as a sub-service of the business services with the
                                                      provided metrics as sub-services o the database service.

                                                      Incomplete sample of the service model:




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                                                Vantage Service Manager (VSM) offers dashboards for an online view on service
                                                status information and service qualities. A number of one dashboard for this system
                                                will be delivered, showing every service stated here and it’s quality, outage, SLA (if
                                                defined) over time (i.e. daily, monthly etc.).

                                                The data on the dashboards will be printable as a report in PDF format as well,
                                                showing the same data in numbers (but not the nice graphical charts, due to the fact
                                                that these charts are only for online viewing).

                                                Should there be the need for more dashboards (i.e. showing different data collections
                                                or parts of services, due to security or organisational reasons) a change request must
                                                be applied to this.

                                                If current SLA definitions exists for the department these should be provided
                                                electronically or printed in their latest version at the beginning of th e implementation
                                                phase.

                                                It is expected that for every alert that is raised to VSM, a clear event (called “return -
                                                to-normal”) will also be delivered to correctly update service impact after the fault is
                                                resolved. The verification of this is the duty of VFE staff before the implementation
                                                phase. If there is a missing “return-to-normal” with a good reason for it, it’s expected
                                                that VFE staff will notify Intelli/Compuware staff before the beginning of the
                                                implementation phase.

                                                Vantage Service Manager will provide dashboards (dynamic, for online viewing) and
                                                reports (static, for printing, in PDF format) that will show service quality over a
                                                selectable time period (i.e. a day, month, quarter, year etc.), as a list of all services as
                                                well as for each service with all available details (regarding sub-services).

                                                For system “Internet – Extranet” there will be one dashboard with one page (to be
                                                viewed in a browser); more dashboards or special pages can be discussed if needed
                                                during implementation, but they’ll be subject to a formal change request.

                                                During implementation there will be the need to modify scripts within system “Internet
                                                - Extranet”. In order to accomplish project as planned VFE must provide skilled
                                                persons that will be able and allowed to deliver requested c hanges in scripts within a
                                                reasonable time that will not constrain project progress. Most changes can only be
                                                stated after having had a closer look at the scripts’ source code, but will be just
                                                command lines for Compuware’s command line utility. In general , these changes take
                                                only a few hours of time during the whole implementation phase. VFE staff will be
                                                named by the SPOC and will work closely with Intelli/Compuware staff. During
                                                implementation of any changes in VFEs scripts Intelli/Compuware staff will b e willing
                                                and available to support VFE staff.

                                                Clarifications on terms and names will be done during an initial meeting after start of
                                                implementation phase.




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                                        18.2.   Transaction monitoring
                                                With Vantage Analyzer Vodafone will receive the ability for comprehensive J 2EE
                                                performance monitoring and analysis capabilities of Extranet. Vantage Analyzer
                                                directs users straight to the source of J2EE performance problems with visibility and
                                                detailed transaction analysis (down to method or SQL statement level).

                                                If faced with a production performance problem on the 2 systems (192.168.4.175 &
                                                192.168.4.241) running the IBM W ebsphere 6.0.2.23 application, Vantage Analyzer
                                                can provide both a high-level view of entire J2EE workloads and in -depth detail on
                                                specific execution paths, giving Internet team the ability to locate problems and gather
                                                the detailed information needed to hand them off to the right experts (DBAs, network
                                                and systems administrators, application developers).

                                                The Vantage Performance Analysis Dashboard will provide the ability to monitor
                                                method-level performance and CPU/memory utilization metrics for Extranet.

                                                VantageAnalyzer will be installed into 2 Java virtual machines on the following
                                                (Solaris 10) servers:

                                                          DCHQETOPB1(192.168.4.175)                  IBM Websphere               Solaris 10
                                                                                                     6.0.2.23

                                                          DCHQETOPB2(192.168.4.241)                  IBM Websphere               Solaris 10
                                                                                                     6.0.2.23



                                                Vodafone Egypt administrators will be trained to set up and configure alarms within
                                                VantageAnalyzer according to their needs .

                                                VantageAnalyzer offers the ability of PDF reports being created with the ability to
                                                narrow visibility to a system (number of JVMs) and a time period (like day, week,
                                                month etc.). These reports will deliver the top 10 resource consumers and top 10
                                                lasting transactions/SQL statements. These reports can be delivered at a ny time; VFE
                                                staff will be trained to get them any time after implementation.

                                                During the configuration phase of VantageAnalyzer a person with very good
                                                knowledge of the system must be available for Intelli/Compuware staff to answer
                                                questions about objects and methods in a Java virtual machine. This person should be
                                                available for a time period of four hours, later just for an answer on the phone during
                                                typical business hours. The correct analysis of the objects is crucial to project success
                                                and must be done by persons who know the system very well; it might be possible that
                                                external resources will be needed (in case of 3rd party products).

                                        18.3.   Diagnostic tools
                                                As part of the greater solution for Extranet, special focus will be on the End User
                                                Experience monitoring. For this system every active user will be monitored and the top
                                                10 transactions of each user will be shown and analyzed as to page load time, server
                                                time, HTTP response time, HTTP errors and TCP errors, redirect time, loss rate, RTT


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                                                and realized bandwidth. Transactions are actually URL calls from the end user to the
                                                website.

                                                A number of URLs (transactions measured by Agentless) can be grouped together,
                                                which is then called a service. For Vodafone’s website a total number of up to 7
                                                services will be monitored and shown up in the service model of VSM dashboards.

                                                During rollout, Internet department will have to identify up to 5 standard reports to be
                                                delivered for website application via Agentless reporting.

                                                Vantage End User Experience with Agentless

                                                Agentless monitoring will measure website response times experienced by every end
                                                user. In order to deliver this, Agentless will passively collect data from specific areas
                                                within the network (by use of span port technology on the network switches or network
                                                taps). A detailed list of network span ports for website is depicted in the receivables
                                                section.

                                                Agentless can also monitor the http based communications between the 2 application
                                                servers DCHQETOPB1(192.168.4.175) & DCHQETOPB2(192.168.4.241) and:

                                                          Exomi (192.168.5.62)

                                                          Device Management server

                                                For these communications, Agentless will monitor traffic volume, possible transaction
                                                latency and response times.

                                                Agentless reports data on five-minute intervals. For deeper analysis, the Advanced
                                                Web Diagnostics Server (AW DS) can provide detailed insight about web page and
                                                business transaction performance down to each individual page hit using one -
                                                millisecond     reporting   granularity.   Capabilities    include   diagnostics   that   help
                                                troubleshoot specific user problems and diagram we b page and transaction delivery
                                                times, showing timings and errors for each individual web object and business
                                                transaction step. For rapid fault domain isolation, the AW DS can build the analytical
                                                model of web-site performance to find systemic problems that cause HTTP- and XML-
                                                based application performance degradation. It then quantifies the site -wide impact and
                                                severity in clear terms. This helps Internet department to focus on addressing those
                                                web-site problems that are most severe, as well as assigning th e right person to the
                                                job.

                                                Client Vantage Active

                                                Client Vantage active monitoring will allow Internet department to measure the
                                                response times for the extranet application against established thresholds using
                                                dedicated workstations that replay scripted tra nsactions. For website application, an
                                                active agent will be scripted to execute 2 business transactions, which will be named
                                                during implementation phase by the appropriate Vodafone Egypt SPOC, providing
                                                "control" measurements. With CV Active, Internet depa rtment can monitor selected
                                                business transactions performed on application extranet around the clock. As soon as
                                                CV Active identifies some performance problem it will notify Internet department
                                                automatically when application service-level exceptions occur and elevate this

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                                                information into VSM where the service level monitoring is measured. Client Vantage
                                                will have the ability to create application performance reports with real -time and
                                                historical data for trend analysis will allow Internet department best u nderstand the
                                                situation and allow pinpointing application performance problems.

                                                In Client Vantage, the Client-Network-Server (C-N-S) Exception report indicates where
                                                excessive time is spent between the client, network and servers, and compares
                                                results of a poorly performing transaction with a baseline profile.

                                                All standard reports delivered with ClientVantage Agentless Monitoring will be usable
                                                for this system (if they apply in terms of business). The standard DMI reports can be
                                                modified to fulfil requests like visibility only for a certain system, only a certain time
                                                period (i.e. month, quarter, day etc.). Every department will have DMI reports covering
                                                their system, but the necessary time period(s) must be defined by the VFE SPOC at
                                                the beginning of the implementation phase .

                                        18.4.   System Monitoring
                                                Define details of type of system monitoring applicable to each listed server in this
                                                Business Application’s scope.

                                        18.5.   Log file Analysis
                                                List which systems have log files and which technology component will be responsib le
                                                for monitoring this.

                                        18.6.   Custom Monitoring Scripts
                                                                                rd
                                                This may perhaps fall into “3        Party Monitoring” section.   Also list when CtrlM is
                                                responsible for the scheduling of tasks.

                                        18.7.   3 rd Party Alert Monitoring
                                                This will be Vodafone Egypt tools that can monitor spe cific applications or systems
                                                like Tibco Hawk. E.g. email based alerts from Genesys CTI server.

                                        18.8.   DB Monitoring
                                                The following databases will be monitored by HP OpenView database monitoring
                                                module:

                                                             DCAPRD1 (IP: 192.168.5.125)

                                                             Oracle Order Management Database (IP and hostname to be delivered
                                                              during implementation)

                                                 The following metrics must be provided as a minimum for each database. More
                                                metrics are appreciated and will be included as sub -services as well.

                                                             Size of the database (or % of available tablespace u sed)

                                                             Current I/O rate of the database

                                                             Current memory used by the database/tablespace

                                                             Current number of locks/latches

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                                                             Current number of blocks

                                                Should there be the need to specify certain tablespaces (instead or as an addition to
                                                the database), they will be included as sub-services as well and the provided metrics
                                                will be attached. The total number of eight metrics must not be exceeded per
                                                tablespace.

                                                A total number of 12 metrics per database must not be exceeded .

                                        18.9.   Network SPAN Requirements
                                                The spanning that is required for Internet - Extranet:



                                                                         SPAN PORT REQUIREMENTS for Internet - Extranet Systems

                                                                System name and/or IP                            Network port

                                                         DCHQETOPB1(192.168.4.175)
                                                                                                                 192.168.4.4 f0/22

                                                         DCHQETOPB2(192.168.4.241)                               192.168.4.11 f0/11




                                        18.10. Network Monitoring Requirements
                                                If special network monitoring is required it needs to be listed in this section; e.g.
                                                specific network device polling alerts from HP NNM for device and port; also path
                                                performance test like jitter IPSLA test across a WAN link.

                                                NV should be included in this section where it is used to monitor.

                                        18.11. Storage Monitoring
                                                This section will provide information on what metrics are monitored in terms of storage
                                                – primarily for SAN based alerts.

                                        18.12. Receivables
                                                Related to Vodafone website monitoring Vodafone should provide:

                                                     Website credentials for Client Vantage to use and perform the synthetic
                                                        transactions.

                                                     SSL keys for decrypting the 2 SSL layers of the website servers by Agentless.

                                                Provide technical details of the session cookie (see assumptions section)



                                                The private SSL keys/certificates for the servers involved with SSL traffic must be
                                                supplied to the SSL decryption hardware. During implementation (details can be found
                                                in the current project plan) the Intelli/Compuware staff will ask for them and will show
                                                VFE staff how to integrate the keys in the special hardware. No member of the
                                                implementation team (except of VFE staff) will ever get in contact with the decryption

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                                                keys/certificates. The keys/certificates will be stored in hardware encrypted and only
                                                VFE staff will have access.

                                                A session cookie with details of the user (name, user id etc.) must be provided for
                                                ClientVantage Agentless Monitoring in order to cunt and name individual users and
                                                their transactions. Intelli/Compuware staff will ask about the cookie’s internal st ructure
                                                during implementation.

                                                VFE must provide a test user for the ClientVantage robot systems, so that all defined
                                                business transactions can be performed. This test user needs to be fitted with the
                                                necessary credentials within system “Internet-Extranet”.

                                                The selection of transactions to be scripted will be done at the beginning of the
                                                implementation phase by the VFE SPOC and Intelli/Compuware staff together. The
                                                SPOC must show the system and on the ClientVantage robot PC selected for script
                                                action for this system the client software must be installed.

                                                Access (on the network layer within VFE) between the ClientVantage robot and the
                                                system’s server must be ensured by VFE staff.

                                        18.13. Assumptions & Dependencies
                                                The website and all sub-parts are expected to be working with a consistent session
                                                cookie. This cookie should include the username or some other unique user identifier.
                                                If this is not already in place, Vodafone should provide accordingly.

                                                The success of the implementation of “Internet – Extranet” is heavily depending on the
                                                availability of HP OpenView system and database monitoring; delays in HP
                                                configuration will have direct impact on the E2E project progress.

                                                VFE must provide an administrator being able to fully administer system “ Internet -
                                                Extranet” and answer upcoming questions. This person must not permanently be on -
                                                site with Intelli/Compuware staff, but should be available during typical business hours
                                                on the phone in a reasonable time (like one working day). In times of absence a
                                                surrogate must be named.



                                        18.14. Extended Monitoring Capabilities
                                                Additional monitor capabilities include Client Vantage auto checks. Auto checks are
                                                not mandatory but could possibly provide value by measuring specific functions. Auto
                                                checks can perform some extra testing to further su pport service monitoring. The
                                                exact extent of use of the auto checks will be examined during the rollout.

                                                Auto checks can include:

                                                      URL check

                                                      SMTP check

                                                      Web services check

                                                      Ping check


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                                                      Database check

                                                      Port check

                                                      DNS check

                                                      LDAP check



                                        18.15. Application Discovery Management
                                                This section describes what systems will form part of the EMC ADM discovery.



                                        18.16. Change Management
                                                This section describes what will be monitored in terms of hardware, relationship and
                                                software changes.




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                                                Internet – ePayment
PRODUCT REQUIREMENT SPECIFICATION 0.A



                                        19.
                                                e-Payment    is   the main   Vodafone systems handling       customer    payments   and
                                                transactions from/to the associated banks.

                                                The architecture of the system is provided below:




                                        19.1.   Service Model Framework
                                                Vantage Service Manager will provide the following services in dashboards as we ll as
                                                in Service Model Views for the system “Internet - ePayment”:



                                                 1.   “Internet - ePayment” business service

                                                      The status of this abstract business service will be calculated by the subordinate
                                                      services. The method of calculating the corresponding statu s will be defined
                                                      together with the Vodafone Egypt SPOC during implementation. All relevant
                                                      information will be collected and presented in a condensed form in this service.




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                                                1.1   ePayment services

                                                      ePayments implements eight services that will be scripted a nd executed by
                                                      ClientVantage robot PC (see following section). The following sevices will be
                                                      shown as sub-services of the business service, grouped together, and for each
                                                      of these services there will be a transaction time measurement as well as the
                                                      information whether or not the service is up and running.

                                                             VF Cash

                                                             STK (Sim tool kit)

                                                             CIB

                                                             OTP

                                                             CCR

                                                             M Payment (VF - Live)

                                                             BPRC

                                                             CCDD



                                                1.2   ePayment servers

                                                      The following servers built the backbone of ePayment system and will be shown
                                                      as sub-services:

                                                             DCHQSTGA (10.230.91.98)

                                                             DCHQTOPUPE (192.168.4.74

                                                      For each of these servers there will be a number of sub -services. These will be
                                                      system metrics being delivered by system monitoring tool (HP OpenView or MS
                                                      SCOM). These metrics must include as a minimum the following:

                                                             Current CPU load (as average of all CPUs)

                                                             Current used memory (in % or kB)

                                                             Current disk I/O rate or current disk activity (in % of CPU)

                                                             Current used disk space (in % or MB)

                                                             Current context switches / second

                                                             Current # of interrupts / second

                                                      Should there be the need for more system metrics they will be included if
                                                      system monitoring is able to deliver and a total number of 10 metrics is not
                                                      exceeded per server.




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                                                1.3   ePayment databases

                                                      The following databases are important for the ePayment system, and will be
                                                      monitored by HP OpenView database monitoring module. The status will be
                                                      shown according to the details of the metrics provided by HP (see section about
                                                      Database Monitoring in this chapter).

                                                      The database will be shown as a sub-service of the business service with the
                                                      provided metrics as sub-services o the database service.

                                                             INETSTG1

                                                             INETPRD1

                                                             BSCSPRD2

                                                      Incomplete example of the service model:




                                                Vantage Service Manager (VSM) offers dashboards for an online view on service
                                                status information and service qua lities. A number of one dashboard for this system
                                                will be delivered, showing every service stated here and it’s quality, outage, SLA (if
                                                defined) over time (i.e. daily, monthly etc.).

                                                The data on the dashboards will be printable as a report in PDF format a s well,
                                                showing the same data in numbers (but not the nice graphical charts, due to the fact
                                                that these charts are only for online viewing).

                                                Should there be the need for more dashboards (i.e. showing different data collections
                                                or parts of services, due to security or organisational reasons) a change request must
                                                be applied to this.

                                                If current SLA definitions exists for the department these should be provided
                                                electronically or printed in their latest version at the beginning of the implementation
                                                phase.




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                                                It is expected that for every alert that is raised to VSM, a clear event (called “return -
                                                to-normal”) will also be delivered to correctly update service impact after the fault is
                                                resolved. The verification of this is the duty of VFE staff before the implementat ion
                                                phase. If there is a missing “return-to-normal” with a good reason for it, it’s expected
                                                that VFE staff will notify Intelli/Compuware staff before the beginning of the
                                                implementation phase.

                                                Vantage Service Manager will provide dashboards (dynamic, for online viewing) and
                                                reports (static, for printing, in PDF format) that will show service quality over a
                                                selectable time period (i.e. a day, month, quarter, year etc.), as a list of all services as
                                                well as for each service with all available details (regard ing sub-services).

                                                For system “Internet – ePayment” there will be one dashboard with one page (to be
                                                viewed in a browser); more dashboards or special pages can be discussed if needed
                                                during implementation, but they’ll be subject to a formal change request.

                                                During implementation there will be the need to modify scripts within system “Internet
                                                - ePayment”. In order to accomplish project as planned VFE must provide skilled
                                                persons that will be able and allowed to deliver requested changes in scripts within a
                                                reasonable time that will not constrain project progress. Most changes can only be
                                                stated after having had a closer look at the scripts’ source code, but will be just
                                                command lines for Compuware’s command line utility. In general, these changes take
                                                only a few hours of time during the whole implementation phase. VFE staff will be
                                                named by the SPOC and will work closely with Intelli/Compuware staff. During
                                                implementation of any changes in VFEs scripts Intelli/Compuware staff will be willing
                                                and available to support VFE staff.

                                                Clarifications on terms and names will be done during an initial meeting after start of
                                                implementation phase.



                                        19.2.   Transaction monitoring
                                                Vantage Analyzer

                                                With Vantage Analyzer Vodafone will receive the ability for comprehensive J2EE
                                                performance monitoring and analysis capabilities of e -payment. Vantage Analyzer
                                                directs users straight to the source of J2EE performance problems with visibility and
                                                detailed transaction analysis (down to method or SQL statement level).

                                                If faced with a production performance problem on e-payment, Vantage Analyzer can
                                                provide both a high-level view of entire J2EE workloads and in -depth detail on specific
                                                execution paths, giving Internet department the ability to easily locate problems and
                                                gather the detailed inform ation needed to hand them off to the right experts (DBAs,
                                                network and systems administrators, application developers).




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                                                The Vantage Performance Analysis Dashboard will provide the ability to monitor
                                                method-level   performance    and    CPU/memory     utilization   metri cs   for   e-payment
                                                systems.

                                                VantageAnalyzer will be installed into 3 Java virtual machines on the following
                                                servers:

                                                 DCRINTA2 (192.168.4.87)            WebSphere 5.1.1                   Solaris 8

                                                 DCHQSTGA (10.230.91.98)            WebSphere 5.1.1.11                Solaris 8

                                                 DCHQTOPUPE                         Bea Weblogic 8.1.6                Solaris 9
                                                 (192.168.4.74)



                                                Vodafone Egypt administrators will be trained to set up and configure alarms within
                                                VantageAnalyzer according to their needs .

                                                VantageAnalyzer offers the ability of PDF reports being created with the ability to
                                                narrow visibility to a system (number of JVMs) and a time period (like day, week,
                                                month etc.). These reports will deliver the top 10 resource consumers and top 10
                                                lasting transactions/SQL statements. These reports can be delivered at any time; VFE
                                                staff will be trainedto get them any time after implementation.

                                                During the configuration phase of VantageAnalyzer a person with very good
                                                knowledge of the system must be available for Intelli/Compuware staff to answer
                                                questions about objects and methods in a Java virtual machine. This per son should be
                                                available for a time period of four hours, later just for an answer on the phone during
                                                typical business hours. The correct analysis of the objects is crucial to project success
                                                and must be done by persons who know the system very well; it mi ght be possible that
                                                external resources will be needed (in case of 3rd party products).

                                        19.3.   Diagnostic tools
                                                Servers DCHQSTGA (10.230.91.98) & DCHQTOPUPE (192.168.4.74) are front end
                                                web systems were end users connect to via a browser.

                                                As part of the greater solution for e-payments, special focus will be on this End User
                                                Experience monitoring. For this system every active user will be monitored and the top
                                                10 transactions of each user will be shown and analyzed as to page load time, server
                                                time, HTTP response time, HTTP errors and TCP errors, redirect time, loss rate, RTT
                                                and realized bandwidth. Transactions are actually URL calls from the end user to
                                                Systems DCHQSTGA (10.230.91.98) & DCHQTOPUPE (192.168.4.74).

                                                A number of URLs (transactions measured by Agentles s) can be grouped together,
                                                which is then called a service. For e-payments a total number of 8 services will be
                                                monitored and shown up in the service model of VSM dashboards.

                                                During rollout, Internet department will have to identify up to 5 standard report s to be
                                                delivered for e-payments via Agentless reporting.


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                                                Vantage End User Experience with Agentless

                                                Agentless     monitoring     will    measure     servers    DCHQSTGA       (10.230.91.98)      &
                                                DCHQTOPUPE (192.168.4.74) response times experienced by every end user. In
                                                order to deliver this, Agentless will passively collect data from specific areas within
                                                the network (by use of span port technology on the network switches or network taps).
                                                A detailed list of network span ports for these systems is depicted in the receivables
                                                section.

                                                Agentless reports data on five-minute intervals. For deeper analysis, the Advanced
                                                Web Diagnostics Server (AWDS) can provide detailed insight about web page and
                                                business transaction performance down to each individual page hit using one -
                                                millisecond     reporting   granularity.    Capabilities    include   diagnostics     that   help
                                                troubleshoot specific user problems and diagram web page and transaction delivery
                                                times, showing timings and errors for each individual web object and business
                                                transaction step. For rapid fault domain isolation, the AW DS can build the analytical
                                                model of web-site performance to find systemic problems that cause HTTP - and XML-
                                                based application performance degradation. It then quantifies the site -wide impact and
                                                severity in clear terms. This helps Internet team to focus on addressing those web -site
                                                problems that are most severe, as well as assigning the right person to the job.

                                                Client Vantage Active

                                                Client Vantage active monitoring will allow Internet department to measure the
                                                response times for e-payment application against established thresholds using
                                                dedicated workstations that replay scripted transactions. For servers DCHQSTGA
                                                (10.230.91.98) & DCHQTOPUPE (192.168.4.74), active agents will be scripted to
                                                execute up to 8 business transactions, whic h will be named during implementation
                                                phase by the appropriate Vodafone Egypt SPOC, providing "control" measurements.
                                                With   CV     Active,   Internet    team   can   monitor   selected   pre -recorded    business
                                                transactions performed on systems DCHQSTGA (10.230.91.98) & DCHQTOPUPE
                                                (192.168.4.74), around the clock. As soon as CV Active identifies some performance
                                                problem it will notify Internet department automatically when application service -level
                                                exceptions occur and elevate this information into VSM where the service level
                                                monitoring is measured. Client Vantage will have the ability to create application
                                                performance reports with real-time and historical data for trend analysis will allow
                                                Internet department best understand the situation and allow to pinpoint application
                                                performance problems.

                                                In Client Vantage, the Client-Network-Server (C-N-S) Exception report indicates where
                                                excessive time is spent between the client, network and servers, and compares
                                                results of a poorly performing transaction with a baseline profile .

                                                All standard reports delivered with ClientVantage Agentless Monitoring will be usable
                                                for this system (if they apply in terms of business). The standard DMI reports can be
                                                modified to fulfil requests like visibility only for a certain system, only a certain t ime
                                                period (i.e month, quarter, day etc.). Every department will have DMI reports covering
                                                their system, but the necessary time period(s) must be defined by the VFE SPOC at
                                                the beginning of the implementation phase .

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                                        19.4.   System Monitoring
                                                Define details of type of system monitoring applicable to each listed server in this
                                                Business Application’s scope.

                                        19.5.   Log file Analysis
                                                Currently there is no need to do some kind of log file analysis.

                                        19.6.   Custom Monitoring Scripts
                                                                                  rd
                                                This may perhaps fall into “3          Party Monitoring” section.   Also list when CtrlM is
                                                responsible for the scheduling of tasks.

                                        19.7.   3 rd Party Alert Monitoring
                                                This will be Vodafone Egypt tools that can monitor specific applications or systems
                                                like Tibco Hawk. E.g. email based alerts from Genesys CTI server.

                                        19.8.   DB Monitoring
                                                The following databases will be monitored by HP OpenView database monitoring
                                                module:

                                                             INETSTG1      (IP         10.230.91.98)

                                                             INETPRD1      (IP         192.168.5.103)

                                                             BSCSPRD2      (IP         ???)



                                                The following metrics must be provided as a minimum for each database. More
                                                metrics are appreciated and will be included as sub-services as well.

                                                             Size of the database (or % of available tablespace used)

                                                             Current I/O rate of the database

                                                             Current memory used by the database/tablespace

                                                             Current number of locks/latches

                                                             Current number of blocks

                                                Should there be the need to specify certain tablespaces (instead or as an addition to
                                                the database), they will be included as sub -services as well and the provided metrics
                                                will be attached. The total number of eight metrics must not be exceeded per table -
                                                space.

                                                A total number of 12 metrics per database must not be exceeded.




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                                        19.9.   Network SPAN Requirements
                                                The spanning that is required for e-payments system follows:

                                                                              SPAN PORT REQUIREMENTS for e-payment Systems

                                                                System name and/or IP                             Network port

                                                                DCHQSTGA (10.230.91.98)                           DC1 7/27

                                                                DCHQTOPUPE (192.168.4.74)                         192.168.4.11 f0/3




                                        19.10. Network Monitoring Requirements
                                                If special network monitoring is required it needs to be listed in this section; e.g.
                                                specific network device polling alerts from HP NNM for device and port; als o path
                                                performance test like jitter IPSLA test across a WAN link.

                                                NV should be included in this section where it is used to monitor.

                                        19.11. Storage Monitoring
                                                This section will provide information on what metrics are monitored in terms of storage
                                                – primarily for SAN based alerts.

                                        19.12. Receivables
                                                For e-payments application Vodafone must deliver:

                                                Define the Client Vantage transactions with the implementation team.

                                                The private SSL keys/certificates for the servers involved with SSL traffic must be
                                                supplied to the SSL decryption hardware. During implementation (details can be found
                                                in the current project plan) the Intelli/Compuware staff will ask for them and will show
                                                VFE staff how to integrate the keys in the special hardware. No member of the
                                                implementation team (except of VFE staff) will ever get in contact with the decryption
                                                keys/certificates. The keys/certificates will be stored in hardware encrypted and only
                                                VFE staff will have access.

                                                A session cookie with details of the user (name, user id etc.) must be provided f or
                                                ClientVantage Agentless Monitoring in order to cunt and name individual users and
                                                their transactions. Intelli/Compuware staff will ask about the cookie’s internal structure
                                                during implementation.

                                                VFE must provide a test user for the ClientVantage robot systems, so that all defined
                                                business transactions can be performed. This test user needs to be fitted with the
                                                necessary credentials within system “Internet - ePayment”.

                                                The selection of transactions to be scripted will be done at the beginning of the
                                                implementation phase by the VFE SPOC and Intelli/Compuware staff together. The
                                                SPOC must show the system and on the ClientVantage robot PC selected for script
                                                action for this system the client software must be installed.
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                                                Access (on the network layer within VFE) between the ClientVantage robot and the
                                                system’s server must be ensured by VFE staff.

                                        19.13. Assumptions & Dependencies
                                                Depending on several application design parameters regarding traffic flows, content
                                                streaming and unique identifiers, the ability to capture end user experience metrics
                                                may or may not exist. This must be validated with our monitored systems in place (see
                                                Extended monitoring capabilities). If identified, the additional spanning ports may be
                                                required.

                                                The success of the implementation of “Internet – ePayment” is heavily depending on
                                                the availability of HP OpenView system and database monitoring; delays in HP
                                                configuration will have direct impact on the E2E project progress.

                                                VFE must provide an administrator being able to fully administer system “ Internet -
                                                ePayment” and answer upcoming questions. This person must not permanently be on -
                                                site with Intelli/Compuware staff, but should be available during typical business hours
                                                on the phone in a reasonable time (like one working day). In times of absenc e a
                                                surrogate must be named.



                                        19.14. Extended Monitoring Capabilities
                                                Additional monitor capabilities include Client Vantage auto checks. Auto checks are
                                                not mandatory but could possibly provide value by measuring specific functions. Auto
                                                checks can perform some extra testing to further support service monitoring. The
                                                exact extent of use of the auto checks will be examined during the rollout.

                                                Auto checks can include:

                                                      URL check

                                                      SMTP check

                                                      Web services check

                                                      Ping check

                                                      Database check

                                                      Port check

                                                      DNS check

                                                      LDAP check




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                                        19.15. Application Discovery Management
                                                This section describes what systems will form part of the EMC ADM discovery.



                                        19.16. Change Management
                                                This section describes what will be monitored in terms of hardware, relationship and
                                                software changes.




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                                        20.     ADSL Pro
                                                ADSL Pro is a web application presenting ADSL related information for Vodafone
                                                customers. The architecture of the system is depicted below:




                                        20.1.   Service Model Framework
                                                Vantage Service Manager will provide the following services in dashboards as well as
                                                in Service Model Views for the system “Internet – ADSL pro”:



                                                 1.   “Internet – ADSL pro” business service

                                                      The status of this abstract business service will be calculated by the subordinate
                                                      services. The method of calculating the corresponding status w ill be defined
                                                      together with the Vodafone Egypt SPOC during implementation. All relevant
                                                      information will be collected and presented in a condensed form in this service.



                                                1.1   “ADSL pro” server

                                                      The following servers will be shown as sub -services of the business service:

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                                                             10.230.91.213

                                                      For each of these servers there will be a number of sub -services. These will be
                                                      system metrics being delivered by system monitoring tool (HP OpenView or MS
                                                      SCOM). These metrics must include as a minimum the following:

                                                             Current CPU load (as average of all CPUs)

                                                             Current used memory (in % or kB)

                                                             Current disk I/O rate or current disk activity (in % of CPU)

                                                             Current used disk space (in % or MB)

                                                             Current context switches / second

                                                             Current # of interrupts / second

                                                      Should there be the need for more system metrics they will be included if
                                                      system monitoring is able to deliver and a total number of 10 metrics is not
                                                      exceeded per server.

                                                1.2   “ADSL pro” database

                                                      The following databases are important for the ePayment system, and will be
                                                      monitored by HP OpenView database monitoring module. The status will be
                                                      shown according to the details of the metrics provided by HP (see section about
                                                      Database Monitoring in this chapter).

                                                      The database will be shown as a sub-service of the business service with the
                                                      provided metrics as sub-services o the database service.

                                                             ADSL pro DB (10.230.91.213)

                                                      The database is a local on the ADSL pro server.




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                                                      Incomplete example of the service model:




                                                Vantage Service Manager (VSM) offers dashboards for an online view on service
                                                status information and service qualities. A number of one dashboard for this system
                                                will be delivered, showing every service stated here and it’s quality, outage, SLA (if
                                                defined) over time (i.e. daily, monthly etc.).

                                                The data on the dashboards will be printable as a report in PDF format as well,
                                                showing the same data in numbers (but not the nice graphical charts, due to the fact
                                                that these charts are only for online viewing).

                                                Should there be the need for more dashboards (i.e. showing different data collections
                                                or parts of services, due to security or organisational reasons) a change request must
                                                be applied to this.

                                                If current SLA definitions exists for the department these should be provided
                                                electronically or printed in their latest version at the beginning of the implementation
                                                phase.

                                                It is expected that for every alert that is raised to VSM, a clear event (called “return -
                                                to-normal”) will also be delivered to correctly update service impact after the fault is
                                                resolved. The verification of this is the duty of VFE staff before the implementation
                                                phase. If there is a missing “return-to-normal” with a good reason for it, it’s expected

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                                                that VFE staff will notify Intelli/Compuware staff before the beginning of the
                                                implementation phase.

                                                Vantage Service Manager will provide dashboards (dynamic, for online viewing) and
                                                reports (static, for printing, in PDF format) that will show service quality over a
                                                selectable time period (i.e. a day, month, quarter, year etc.), as a list of all service s as
                                                well as for each service with all available details (regarding sub -services).

                                                For system “ADSL Pro” there will be one dashboard with one page (to be viewed in a
                                                browser); more dashboards or special pages can be discussed if needed during
                                                implementation, but they’ll be subject to a formal change request.

                                                During implementation there will be the need to modify scripts within system “ADSL
                                                Pro”. In order to accomplish project as planned VFE must provide skilled persons that
                                                will be able and allowed to deliver requested changes in scripts within a reasonable
                                                time that will not constrain project progress. Most changes can only be stated after
                                                having had a closer look at the scripts’ source code, but will be just command lines for
                                                Compuware’s command line utility. In general, these changes take only a few hours of
                                                time during the whole implementation phase. VFE staff will be named by the SPOC
                                                and will work closely with Intelli/Compuware staff. During implementation of any
                                                changes in VFEs scripts Intelli/Compuwar e staff will be willing and available to
                                                support VFE staff.

                                                Clarifications on terms and names will be done during an initial meeting after start of
                                                implementation phase.

                                        20.2.   Transaction monitoring
                                                For ADSL pro, application analysis can only be achieved if the current version of
                                                Websphere is upgraded from Websphere 6.0.2.17 to at least Websphere 6.0.2.19 or
                                                above.

                                                If this can be delivered by Vodafone, only then the following monitoring capabilities
                                                apply:

                                                Vodafone will receive the ability for comprehensive J2EE performance monitoring and
                                                analysis capabilities of ADSL pro. Vantage Analyzer directs users straight to the
                                                source of J2EE performance problems with visibility and detailed transaction analysis
                                                (down to method or SQL statement level).

                                                If faced with a production performance problem on ADSL Pro server (10.30.91.213),
                                                Vantage Analyzer can provide both a high -level view of entire J2EE workloads and in -
                                                depth detail on specific execution paths, giving Internet department the ability to
                                                easily locate problems and gather the detailed information needed to hand them off to
                                                the right experts (DBAs, network and systems administrators, application developers).

                                                 The Vantage Performance Analysis Dashboard will provide the ability to monitor
                                                method-level performance and CPU/memory utilization metrics for ADSL pro.

                                                VantageAnalyzer could be installed into 1 Java virtual machine on the following server
                                                (upon the Websphere upgrade):


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                                                          DCHQADSL08                        Websphere       6.0.2.19              Solaris 10
                                                          (10.230.91.213)                   or higher



                                                Vodafone Egypt administrators will be trained to set up and configure alarms within
                                                VantageAnalyzer according to their needs .

                                                VantageAnalyzer offers the ability of PDF reports being created with the ability to
                                                narrow visibility to a system (number of JVMs) and a time period (li ke day, week,
                                                month etc.). These reports will deliver the top 10 resource consumers and top 10
                                                lasting transactions/SQL statements. These reports can be delivered at any time; VFE
                                                staff will be trainedto get them any time after implementation.

                                                During the configuration phase of VantageAnalyzer a person with very good
                                                knowledge of the system must be available for Intelli/Compuware staff to answer
                                                questions about objects and methods in a Java virtual machine. This person should be
                                                available for a time period of four hours, later just for an answer on the phone during
                                                typical business hours. The correct analysis of the objects is crucial to project success
                                                and must be done by persons who know the system very well; it might be possible that
                                                external resources will be needed (in case of 3rd party products).

                                        20.3.   Diagnostic tools
                                                As part of the greater solution for ADSL pro, special focus will be on the End User
                                                Experience monitoring. For this system every active user will be monitored and the top
                                                10 transactions of each user will be shown and analyzed as to page load time, server
                                                time, HTTP response time, HTTP errors and TCP errors, redirect time, loss rate, RTT
                                                and realized bandwidth. Transactions are actually URL calls from the end user to
                                                ADSL pro.

                                                A number of URLs (transactions measured by Agentless) can be grouped together,
                                                which is then called a service. For ADSL pro a total number up to of 2 services will be
                                                monitored and shown up in the service model of VSM dashboards.

                                                During rollout, Internet department will have to identify up to 5 standard reports to be
                                                delivered for ADSL pro via Agentless reporting.

                                                Vantage End User Experience with Agentless

                                                Agentless monitoring will measure ADSL pro response times experienced by every
                                                end user. In order to deliver this, Agent less will passively collect data from specific
                                                areas within the network (by use of span port technology on the network switches or
                                                network taps). A detailed list of network span ports for ADSL pro is depicted in the
                                                receivables section.

                                                Agentless reports data on five-minute intervals. For deeper analysis, the Advanced
                                                Web Diagnostics Server (AWDS) can provide detailed insight about web page and
                                                business transaction performance down to each individual page hit using one -
                                                millisecond   reporting   granularity.   Cap abilities    include   diagnostics    that   help

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                                                troubleshoot specific user problems and diagram web page and transaction delivery
                                                times, showing timings and errors for each individual web object and business
                                                transaction step. For rapid fault domain isolation, the AW DS can build the analytical
                                                model of web-site performance to find systemic problems that cause HTTP - and XML-
                                                based application performance degradation. It then quantifies the site -wide impact and
                                                severity in clear terms. This helps Internet department to focus on addressing those
                                                web-site problems that are most severe, as well as assigning the right person to the
                                                job.

                                                Client Vantage Active

                                                Client Vantage active monitoring will allow Internet department to measure the
                                                response times for ADSL pro application against established thresholds using
                                                dedicated workstations that replay scripted transactions. For ADSL pro Active agents
                                                will be scripted to execute 1 business transaction, which will be named during
                                                implementation phase by the appropriate Vodafone Egyp t SPOC, providing "control"
                                                measurements. With CV Active, Internet department can monitor the selected
                                                business transaction performed on ADSL pro around the clock. As soon as CV Active
                                                identifies some performance problem it will notify Internet department automatically
                                                when application service-level exceptions occur and elevate this information into VSM
                                                where the service level monitoring is measured. Client Vantage will have the ability to
                                                create application performance reports with real -time and historical data for trend
                                                analysis will allow Internet team best understand the situation and allow to pinpoint
                                                application performance problems.

                                                In Client Vantage, the Client-Network-Server (C-N-S) Exception report indicates where
                                                excessive time is spent between t he client, network and servers, and compares
                                                results of a poorly performing transaction with a baseline profile .

                                                All standard reports delivered with ClientVantage Agentless Monitoring will be usable
                                                for this system (if they apply in terms of business). T he standard DMI reports can be
                                                modified to fulfil requests like visibility only for a certain system, only a certain time
                                                period (i.e month, quarter, day etc.). Every department will have DMI reports covering
                                                their system, but the necessary time period(s) must be defined by the VFE SPOC at
                                                the beginning of the implementation phase .

                                        20.4.   System Monitoring
                                                Define details of type of system monitoring applicable to each listed server in this
                                                Business Application’s scope.

                                        20.5.   Log file Analysis
                                                There is currently no log file to be searched.

                                        20.6.   Custom Monitoring Scripts
                                                                                rd
                                                This may perhaps fall into “3        Party Monitoring” section.   Also list when CtrlM is
                                                responsible for the scheduling of tasks.




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                                                3 rd Party Alert Monitoring
PRODUCT REQUIREMENT SPECIFICATION 0.A



                                        20.7.
                                                This will be Vodafone Egypt tools that can monitor specifi c applications or systems
                                                like Tibco Hawk. E.g. email based alerts from Genesys CTI server.

                                        20.8.   DB Monitoring
                                                The following databases will be monitored by HP OpenView database monitoring
                                                module:

                                                                  ADSL pro DB (10.230.91.213)



                                                The following metrics must be provided as a minimum for each database. More
                                                metrics are appreciated and will be included as sub -services as well.

                                                                  Size of the database (or % of available tablespace used)

                                                                  Current I/O rate of the database

                                                                  Current memory used by the database/tablespace

                                                                  Current number of locks/latches

                                                                  Current number of blocks

                                                Should there be the need to specify certain tablespaces (instead or as an addition to
                                                the database), they will be included as sub -services as well and the provided metrics
                                                will be attached. The total number of eight metrics must not be exceeded per table -
                                                space.

                                                A total number of 12 metrics per database must not be exceeded.

                                        20.9.   Network SPAN Requirements
                                                The spanning that is required for ADSL pro system follows:



                                                                              SPAN PORT REQUIREMENTS for ADSL pro

                                                                  System name and/or IP                          Network port

                                                                  DCHQADSL08 (10.230.91.213)                     DC2 9/39




                                        20.10. Network Monitoring Requirements
                                                If special network monitoring is required it needs to be listed in this section; e.g.
                                                specific network device polling alerts from HP NNM for device and port; also path
                                                performance test like jitter IPSLA test across a WAN link.

                                                NV should be included in this section where it is used to monitor.




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                                        20.11. Storage Monitoring
                                                This section will provide information on what metrics are monitored in terms of storage
                                                – primarily for SAN based alerts.

                                        20.12. Receivables
                                                For ADSL pro application Vodafone must deliver:

                                                Define the Client Vantage transaction with the implementation team.

                                                Vodafone should upgrade the Websphere application version to at least Websphere
                                                6.0.2.19 or above.

                                                The private SSL keys/certificates for the servers involved with SSL traffic must be
                                                supplied to the SSL decryption hardware. During implementation (details can be found
                                                in the current project plan) the Intelli/Compuware staff will ask for them and will show
                                                VFE staff how to integrate the keys in the special hardware. No member of the
                                                implementation team (except of VFE staff) will ever get in contact with the decryption
                                                keys/certificates. The keys/certificates will be stored in hardware encrypted and only
                                                VFE staff will have access.

                                                A session cookie with details of the user (name, user id etc.) must be provided for
                                                ClientVantage Agentless Monitoring in order to cunt and name individual users and
                                                their transactions. Intelli/Compuware staff will ask about the cookie’s in ternal structure
                                                during implementation .

                                                VFE must provide a test user for the ClientVantage robot systems, so that all defined
                                                business transactions can be performed. This test user needs to be fitted with the
                                                necessary credentials within system “ADSL Pro”.

                                                The selection of transactions to be scripted will be done at the beginning of the
                                                implementation phase by the VFE SPOC and Intelli/Compuware staff together. The
                                                SPOC must show the system and on the ClientVantage robot PC selected for script
                                                action for this system the client software must be installed.

                                                Access (on the network layer within VFE) between the ClientVantage robot and the
                                                system’s server must be ensured by VFE staff.

                                        20.13. Assumptions & Dependencies
                                                The website and all sub-parts are expected to be working with a consistent session
                                                cookie. This cookie should include the username or some other unique user identifier.
                                                If this is not already in place, Vodafone should provide accordingly.

                                                The success of the implementation of “ADSL Pro” is heavily depending on the
                                                availability of HP OpenView system and database monitoring; delays in HP
                                                configuration will have direct impact on the E2E project progress.

                                                VFE must provide an administrator being able to fully administer system “ ADSL Pro”
                                                and answer upcoming questions. This person must not permanently be on-site with
                                                Intelli/Compuware staff, but should be available during typical business hours on the
                                                phone in a reasonable time (like one working day). In times of absence a surrogate
                                                must be named.

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                                        20.14. Extended Monitoring Capabilities
                                                Additional monitor capabilities include Client Vantage auto checks. Auto checks are
                                                not mandatory but could possibly provide value by measuring specific functions. Auto
                                                checks can perform some extra testing to further support service monitorin g. The
                                                exact extent of use of the auto checks will be examined during the rollout.

                                                Auto checks can include:

                                                      URL check

                                                      SMTP check

                                                      Web services check

                                                      Ping check

                                                      Database check

                                                      Port check

                                                      DNS check

                                                      LDAP check

                                        20.15. Application Discovery Management
                                                This section describes what systems will form part of the EMC ADM discovery.



                                        20.16. Change Management
                                                This section describes what will be monitored in terms of hardware, relationship and
                                                software changes.




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                                                Internet – ADSL Portal
PRODUCT REQUIREMENT SPECIFICATION 0.A



                                        21.
                                                ADSL portal is a new web application based on Wind ows systems. The system
                                                architecture is depicted below:




                                        21.1.   Service Model Framework
                                                Vantage Service Manager will provide the following services in dashboards as well as
                                                in Service Model Views for the system “Internet – ADSL Portal”:



                                                1.    “Internet – ADSL Portal” business service

                                                      The status of this abstract business service will be calculated by the subordinate
                                                      services. The method of calculating the corresponding status will be defined
                                                      together with the Vodafone Egypt SPOC during implementation . All relevant
                                                      information will be collected and presented in a condensed form in this service.



                                                1.2   ADSL Portal service

                                                      ADSL Portal is to be considered a service that will be shown as a sub -service of
                                                      the business service. This service will be monitored b y Vantage and the
                                                      transaction time being displayed as a sub -service. Value maps that decide what
                                                      time value is to be considered what service status (i.e. “Everything below one
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                                                      second is excellent, between one and two is okay…” etc.) will be defined during
                                                      implementation after reliable measurements will show up.



                                                1.3    ADSL Portal servers

                                                      The following servers built the backbone of ADSL Portal system and will be
                                                      shown as sub-services:

                                                                    OCTDSLA1       192.168.4.187 (web application server #1)

                                                                    OCTDSLB1       192.168.4.188 (web application server #2)

                                                                    OCTDSLC1       192.168.4.189 (storage server)

                                                                    OCTDSLD1       192.168.4.140 (database server)



                                                      For each of these servers there will be a number of sub -services. These will be
                                                      system metrics being delivered by system monitoring tool (HP OpenVie w or MS
                                                      SCOM). These metrics must include as a minimum the following:

                                                                    Current CPU load (as average of all CPUs)

                                                                    Current used memory (in % or kB)

                                                                    Current disk I/O rate or current disk activity (in % of CPU)

                                                                    Current used disk space (in % or MB)

                                                                    Current context switches / second

                                                                    Current # of interrupts / second

                                                      Should there be the need for more system metrics they will be included if
                                                      system monitoring is able to deliver and a total number of 10 metrics is not
                                                      exceeded per server.



                                                1.4   ADSL Portal database

                                                      The following databases are important for the ePayment system, and will be
                                                      monitored by HP OpenView database monitoring module. The status will be
                                                      shown according to the details of the metrics provided by HP (see section about
                                                      Database Monitoring in this chapter).

                                                      The database will be shown as a sub-service of the business service with the
                                                      provided metrics as sub-services o the database service.

                                                                        OCTDSLD1




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                                                Incomplete example of the service model:




                                                Vantage Service Manager (VSM) offers dashboards for an online view on service
                                                status information and service qualities. A number of one dashboard for this system
                                                will be delivered, showing every service stated here and it’s quality, outage, SLA (if
                                                defined) over time (i.e daily, monthly etc.).

                                                The data on the dashboards will be printable as a report in PDF format as well,
                                                showing the same data in numbers (but not the nice graphical charts, due to the fact
                                                that these charts are only for online viewing).

                                                Should there be the need for more dashboards ( i.e. showing different data collections
                                                or parts of services, due to security or organisational reasons) a change request must
                                                be applied to this.

                                                If current SLA definitions exists for the department these should be provided
                                                electronically or printed in their latest version at the beginning of the implementation
                                                phase.



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                                                It is expected that for every alert that is raised to VSM, a clear event (called “return -
                                                to-normal”) will also be delivered to correctly update service impact after the fault is
                                                resolved. The verification of this is the duty of VFE staff before the implementation
                                                phase. If there is a missing “return-to-normal” with a good reason for it, it’s expected
                                                that VFE staff will notify Intelli/Compuware staff before the beginning of the
                                                implementation phase.

                                                Vantage Service Manager will provide dashboards (dynamic, for online viewing) and
                                                reports (static, for printing, in PDF format) that will show service quality over a
                                                selectable time period (i.e. a day, month, quarter, year etc.), as a list of all se rvices as
                                                well as for each service with all available details (regarding sub -services).

                                                For system “Internet – ADSL Portal” there will be one dashboard with one page (to be
                                                viewed in a browser); more dashboards or special pages can be discussed if needed
                                                during implementation, but they’ll be subject to a formal change request.

                                                During implementation there will be the need to modify scripts within system “Internet
                                                – ADSL Portal”. In order to accomplish project as planned VFE must provide skilled
                                                persons that will be able and allowed to deliver requested changes in scripts within a
                                                reasonable time that will not constrain project progress. Most changes can only be
                                                stated after having had a closer look at the scripts’ source code, but will be just
                                                command lines for Compuware’s command line utility. In general, these changes take
                                                only a few hours of time during the whole implementation phase. VFE staff will be
                                                named by the SPOC and will work closely with Intelli/Compuware staff. During
                                                implementation of any changes in VFEs scripts Intelli/Compuware staff will be willing
                                                and available to support VFE staff.

                                                Clarifications on terms and names will be done during an initial meeting after start of
                                                implementation phase.



                                        21.2.   Transaction monitoring
                                                This is the E2E monitoring capability and tools for this service. E.g. VA to analyse
                                                CMS Java application

                                        21.3.   Diagnostic tools
                                                As part of the greater solution for ADSL portal, special focus will be on the End User
                                                Experience monitoring. For this system every active user will be monitore d and the top
                                                10 transactions of each user will be shown and analyzed as to page load time, server
                                                time, HTTP response time, HTTP errors and TCP errors, redirect time, loss rate, RTT
                                                and realized bandwidth. Transactions are actually URL calls from the end user to for
                                                ADSL portal.

                                                A number of URLs (transactions measured by Agentless) can be grouped together,
                                                which is then called a service. For ADSL portal 1 service will be monitored and shown
                                                up in the service model of VSM dashboards.

                                                During rollout, Internet team will have to identify up to 5 standard reports to be
                                                delivered for ADSL portal via Agentless reporting.
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                                                Vantage End User Experience with Agentless

                                                Agentless monitoring will measure ADSL portal response times experienced by every
                                                end user. In order to deliver this, Agentless will passively collect data from specific
                                                areas within the network (by use of span port technology on the network switches or
                                                network taps). A detailed list of network span ports for ADSL portal is depicted in the
                                                receivables section.

                                                Agentless reports data on five-minute intervals. For deeper analysis, the Advanced
                                                Web Diagnostics Server (AWDS) can provide detailed insight about web page and
                                                business transaction performance down to each individual page hit using one -
                                                millisecond   reporting   granularity.   Capabilities    include   diagnostics   that   help
                                                troubleshoot specific user problems and diagram web page and transaction delivery
                                                times, showing timings and errors for each individual web object and business
                                                transaction step. For rapid fault domain isolation, the AW DS can build the analytical
                                                model of web-site performance to find systemic problems that cause HTTP - and XML-
                                                based application performance degradation. It then quantifies the site -wide impact and
                                                severity in clear terms. This helps Internet department to focus on addressing those
                                                web-site problems that are most severe, as well as assigning the right person to the
                                                job.



                                                Client Vantage Active

                                                Client Vantage active monitoring will allow Internet department to measure the
                                                response times for ADSL portal application against established thresholds using
                                                dedicated workstations that replay scripted transactions. For ADSL portal active
                                                agents will be scripted to execute 1 business transaction, which will be named during
                                                implementation phase by the appropriate Vodafone Egypt SPOC, providing "control"
                                                measurements. With CV Active, Internet team can monitor selected business
                                                transactions performed on ADSL portal around the clock. As soon as CV Active
                                                identifies some performance problem it will n otify Internet team automatically when
                                                application service-level exceptions occur and elevate this information into VSM
                                                where the service level monitoring is measured. Client Vantage will have the ability to
                                                create application performance reports with real -time and historical data for trend
                                                analysis will allow Internet team best understand the situation and allow to pinpoint
                                                application performance problems.

                                                In Client Vantage, the Client-Network-Server (C-N-S) Exception report indicates where
                                                excessive time is spent between the client, network and servers, and compares
                                                results of a poorly performing transaction with a baseline profile .

                                                All standard reports delivered with ClientVantage Agentless Monitoring will be usable
                                                for this system (if they apply in terms of business). The standard DMI reports can be
                                                modified to fulfil requests like visibility only for a certain system, only a certain time
                                                period (i.e month, quarter, day etc.). Every department will have DMI reports covering
                                                their system, but the necessary time period(s) must be defined by the VFE SPOC at
                                                the beginning of the implementation phase .

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                                        21.4.   System Monitoring
                                                Define details of type of system monitoring applicable to each listed server in this
                                                Business Application’s scope.

                                        21.5.   Log file Analysis
                                                List which systems have log files and which technology component will be responsible
                                                for monitoring this.

                                        21.6.   Custom Monitoring Scripts
                                                                                  rd
                                                This may perhaps fall into “3          Party Monitoring” section.   Also list when CtrlM is
                                                responsible for the scheduling of tasks.

                                        21.7.   3 rd Party Alert Monitoring
                                                This will be Vodafone Egypt tools that can monitor specific applications or systems
                                                like Tibco Hawk. E.g. email based alerts from Genesys CTI server.

                                        21.8.   DB Monitoring
                                                The following databases will be monitored by HP OpenView database mon itoring
                                                module:

                                                                           OCTDSLD1            IP: 192.168.4.140



                                                The following metrics must be provided as a minimum for each database. More
                                                metrics are appreciated and will be included as sub -services as well.

                                                                           Size of the database (or % of available tablespace used)

                                                                           Current I/O rate of the database

                                                                           Current memory used by the database/tablespace

                                                                           Current number of locks/latches

                                                                           Current number of blocks

                                                Should there be the need to specify certain tablespaces (instead or as an addition to
                                                the database), they will be included as s ub-services as well and the provided metrics
                                                will be attached. The total number of eight metrics must not be exceeded per table -
                                                space.

                                                A total number of 12 metrics per database must not be exceeded.

                                        21.9.   Network SPAN Requirements
                                                The spanning that is required for Internet – ADSL portal:



                                                                           SPAN PORT REQUIREMENTS for Internet - ADSL portal

                                                                System name and/or IP                                Network port



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                                                             Front-1 (192.168.4.187)
                                                                                                                  192.168.4.9 f0/5

                                                             Front-2 (192.168.4.188)                              192.168.4.9 f0/4




                                        21.10. Network Monitoring Requirements
                                                If special network monitoring is required it needs to be listed in this section; e.g.
                                                specific network device polling alerts from HP NNM for device and port; also path
                                                performance test like jitter IPSLA test across a WAN link.

                                                NV should be included in this section where it is use d to monitor.

                                        21.11. Storage Monitoring
                                                This section will provide information on what metrics are monitored in terms of storage
                                                – primarily for SAN based alerts.

                                        21.12. Receivables
                                                Related to Vodafone website monitoring Vodafone should provide:

                                                     Website credentials for Client Vantage to use and perform the synthetic
                                                        transaction.

                                                     SSL keys for decrypting the SSL layer of the website servers by Agentless.

                                                Provide technical details of the session cookie (see assumptions section) .

                                                The private SSL keys/certificates for the serv ers involved with SSL traffic must be
                                                supplied to the SSL decryption hardware. During implementation (details can be found
                                                in the current project plan) the Intelli/Compuware staff will ask for them and will show
                                                VFE staff how to integrate the keys in the s pecial hardware. No member of the
                                                implementation team (except of VFE staff) will ever get in contact with the decryption
                                                keys/certificates. The keys/certificates will be stored in hardware encrypted and only
                                                VFE staff will have access.

                                                A session cookie with details of the user (name, user id etc.) must be provided for
                                                ClientVantage Agentless Monitoring in order to cunt and name individual users and
                                                their transactions. Intelli/Compuware staff will ask about the cookie’s internal structure
                                                during implementation.

                                                VFE must provide a test user for the ClientVantage robot systems, so that all defined
                                                business transactions can be performed. This test user needs to be fitted with the
                                                necessary credentials within system “Internet – ADSL Portal”.

                                                The selection of transactions to be scripted will be done at the beginning of the
                                                implementation phase by the VFE SPOC and Intelli/Compuware staff together. The
                                                SPOC must show the system and on the ClientVantage robot PC selected for script
                                                action for this system the client software must be installed.

                                                Access (on the network layer within VFE) between the ClientVantage robot and the
                                                system’s server must be ensured by VFE staff.

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                                        21.13. Assumptions & Dependencies
                                                The website and all sub-parts are expected to be working with a consistent s ession
                                                cookie. This cookie should include the username or some other unique user identifier.
                                                If this is not already in place, Vodafone should provide accordingly.

                                                The success of the implementation of “Internet – ADSL Portal” is heavily depending on
                                                the availability of HP OpenView system and database monitoring; delays in HP
                                                configuration will have direct impact on the E2E project progress.

                                                VFE must provide an administrator being able to fully administer system “ Internet –
                                                ADSL Portal” and answer upcoming questions. This person must not permanently be
                                                on-site with Intelli/Compuware staff, but should be available during typical business
                                                hours on the phone in a reasonable time (like one working day). In times of absence a
                                                surrogate must be named.



                                        21.14. Extended Monitoring Capabilities
                                                Additional monitor capabilities include Client Vantage auto checks. Auto checks are
                                                not mandatory but could possibly provide value by measuring specific functions. Auto
                                                checks can perform some extra testing to further support service mo nitoring. The
                                                exact extent of use of the auto checks will be examined during the rollout.

                                                Auto checks can include:

                                                      URL check

                                                      SMTP check

                                                      Web services check

                                                      Ping check

                                                      Database check

                                                      Port check

                                                      DNS check

                                                      LDAP check



                                        21.15. Application Discovery Management
                                                This section describes what systems will form part of the EMC ADM discovery.

                                        21.16. Change Management
                                                This section describes what will be monitored in terms of hardware, relationship and
                                                software changes.




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                                                Internet – Batch Processes
PRODUCT REQUIREMENT SPECIFICATION 0.A



                                        22.
                                                This system is used within Vodafone to perform daily batch processes for various
                                                services. The architecture is depicted below:




                                        22.1.   Service Model Framework
                                                Vantage Service Manager will provide the following services in dashboards as well as
                                                in Service Model Views for the system “Internet – Batch Process”:



                                                 1.   “Internet - Batch Process” business service

                                                      The status of this abstract business service will be calculated by the subordinate
                                                      services. The method of calculating the corresponding status will be defined
                                                      together with the Vodafone Egypt SPOC during implementation. All relevant
                                                      information will be collected and presented in a condensed form in this service.



                                                1.1   Batch Process server

                                                      These servers are important for the service “Internet – Batch Process” and will
                                                      be shown as sub-services:

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                                                                  DCHQSTGA          (IP:    10.230.91.98)

                                                        For each of these servers there will be a number of sub -services. These will be
                                                        system metrics being delivered by system monitoring tool (HP OpenView or MS
                                                        SCOM). These metrics must include as a minimum the following :

                                                                  Current CPU load (as average of all CPUs)

                                                                  Current used memory (in % or kB)

                                                                  Current disk I/O rate or current disk activity (in % of CPU)

                                                                  Current used disk space (in % or MB)

                                                                  Current context switches / second

                                                                  Current # of interrupts / second

                                                        Should there be the need for more system metrics they will be included if
                                                        system monitoring is able to deliver and a total number of 10 metrics is not
                                                        exceeded per server.

                                                1.1.1    Other servers

                                                        To perform correct operations the “Batch Process Server” is depending on other
                                                        servers, i.e. Data W arehouse. Those servers will be monitored and being shown
                                                        as services, attached to their main business services. The dependency will be
                                                        set up during implementation, so that “Internet – Batch Process” business
                                                        service will be depending on DWH servers. Should the DW H servers fail for any
                                                        reason the impact will also affect the availability and performance of “Internet –
                                                        Batch Process” business service.

                                                        For details concerning the dependencies please see the according chapter in
                                                        this document (i.e. Data Warehouse).




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                                                Incomplete example showing the service model:




                                                Vantage Service Manager (VSM) offers dashboards for an online view on service
                                                status information and service qualities. A number of one dashboard for this sy stem
                                                will be delivered, showing every service stated here and it’s quality, outage, SLA (if
                                                defined) over time (i.e. daily, monthly etc.).

                                                The data on the dashboards will be printable as a report in PDF format as well,
                                                showing the same data in numbers (but not the nice graphical charts, due to the fact
                                                that these charts are only for online viewing).

                                                Should there be the need for more dashboards (i.e. showing different data collections
                                                or parts of services, due to security or organisational reasons) a change request must
                                                be applied to this.

                                                If current SLA definitions exists for the department these should be provided
                                                electronically or printed in their latest version at the beginning of the implementation
                                                phase.

                                                It is expected that for every alert that is raise d to VSM, a clear event (called “return-
                                                to-normal”) will also be delivered to correctly update service impact after the fault is
                                                resolved. The verification of this is the duty of VFE staff before the implementation
                                                phase. If there is a missing “return-to-normal” with a good reason for it, it’s expected



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                                                that VFE staff will notify Intelli/Compuware staff before the beginning of the
                                                implementation phase.

                                                Vantage Service Manager will provide dashboards (dynamic, for online viewing) and
                                                reports (static, for printing, in PDF format) that will show service quality over a
                                                selectable time period (i.e. a day, month, quarter, year etc.), as a list of all services as
                                                well as for each service with all available details (regarding sub -services).

                                                For system “Internet – Batch Processes” there will be one dashboard with one page
                                                (to be viewed in a browser); more dashboards or special pages can be discussed if
                                                needed during implementation, but they’ll be subject to a formal change request.

                                                During implementation there will be the need to modify scripts within system “Internet
                                                – Batch Processes”. In order to accomplish project as planned VFE must provide
                                                skilled persons that will be able and allowed to deliver requested changes in scripts
                                                within a reasonable time that will not co nstrain project progress. Most changes can
                                                only be stated after having had a closer look at the scripts’ source code, but will be
                                                just command lines for Compuware’s command line utility. In general, these changes
                                                take only a few hours of time during the wh ole implementation phase. VFE staff will be
                                                named by the SPOC and will work closely with Intelli/Compuware staff. During
                                                implementation of any changes in VFEs scripts Intelli/Compuware staff will be willing
                                                and available to support VFE staff.

                                                Clarifications on terms and names will be done during an initial meeting after start of
                                                implementation phase.

                                        22.2.   Transaction monitoring
                                                With Vantage Analyzer Vodafone will receive the ability for comprehensive J2EE
                                                performance monitoring and analysis capabilities of Batc h process application.
                                                Vantage Analyzer directs users straight to the source of J2EE performance problems
                                                with visibility and detailed transaction analysis (down to method or SQL statement
                                                level).

                                                If faced with a production performance problem on Batch pro cess application, Vantage
                                                Analyzer can provide both a high-level view of entire J2EE workloads and in-depth
                                                detail on specific execution paths, giving Internet team the ability to easily locate
                                                problems and gather the detailed information needed to hand th em off to the right
                                                experts (DBAs, network and systems administrators, application developers).

                                                The Vantage Performance Analysis Dashboard will provide the ability to monitor
                                                method-level performance and CPU/memory utilization metrics for Batch process
                                                system.

                                                VantageAnalyzer will be installed into 1 Java virtual machine on the following server:



                                                          DCHQSTGA(10.230.91.98)                  Websphere                       Solaris 8
                                                                                                  5.1.1.11



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                                                Vodafone Egypt administrators will be trained to set up and configure alarms within
                                                VantageAnalyzer according to their needs.

                                                VantageAnalyzer offers the ability of PDF reports being created with the ability to
                                                narrow visibility to a system (number of JVMs) and a time period (like day, week,
                                                month etc.). These reports will deliver the top 10 resource consumers a nd top 10
                                                lasting transactions/SQL statements. These reports can be delivered at any time; VFE
                                                staff will be trainedto get them any time after implementation.

                                                During the configuration phase of VantageAnalyzer a person with very good
                                                knowledge of the system must be available for Intelli/Compuware staff to answer
                                                questions about objects and methods in a Java virtual machine. This person should be
                                                available for a time period of four hours, later just for an answer on the phone during
                                                typical business hours. The correct analysis of the objects is crucial to project success
                                                and must be done by persons who know the system very well; it might be possible that
                                                external resources will be needed (in case of 3rd party products).

                                        22.3.   Diagnostic tools
                                                This is the drill down capability that is available for this specific Business Application.

                                        22.4.   System Monitoring
                                                Define details of type of system monitoring applicable to each listed server in this
                                                Business Application’s scope.

                                        22.5.   Log file Analysis
                                                List which systems have log files and which technology component will be responsible
                                                for monitoring this.

                                        22.6.   Custom Monitoring Scripts
                                                                                 rd
                                                This may perhaps fall into “3         Party Monitoring” section.   Also list when CtrlM is
                                                responsible for the scheduling of tasks.

                                        22.7.   3 rd Party Alert Monitoring
                                                This will be Vodafone Egypt tools that can monitor specific applications or systems
                                                like Tibco Hawk. E.g. email based alerts from Genesys CTI server.

                                        22.8.   DB Monitoring
                                                What the DB monitoring tool can tell us regarding health of the specific DB/table/link.

                                        22.9.   Network SPAN Requirements
                                                No spanning required for this system.

                                        22.10. Network Monitoring Requirements
                                                If special network monitoring is required it needs to be listed in this section; e.g.
                                                specific network device polling alerts from HP NNM for device and port; also path
                                                performance test like jitter IPSLA test across a WAN link.

                                                NV should be included in this section where it is used to monitor.

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                                        22.11. Storage Monitoring
                                                This section will provide information on what metrics are monitored in terms of storage
                                                – primarily for SAN based alerts.

                                        22.12. Receivables
                                                This is the receivables related to this specific subject. This needs to only list items or
                                                services to be delivered to the E2E project by Vodafone Egypt. Generic receivables
                                                must be listed in “Level 1 Heading” Receivables.

                                        22.13. Assumptions & Dependencies
                                                The success of the implementation of “Internet – Batch Processes” is heavily
                                                depending on the availability of HP OpenView system and database monitoring;
                                                delays in HP configuration will have direct impact on the E2E project progress.

                                                VFE must provide an administrator being able to fully administer system “ Internet –
                                                Batch Processes” and answer upcoming questions. This person must not permanently
                                                be on-site with Intelli/Compuware staff, but should be available during typical business
                                                hours on the phone in a reasonable time (like one working day). In times of absence a
                                                surrogate must be named.



                                        22.14. Extended Monitoring Capabilities
                                                Additional monitor capabilities include Client Vantage auto checks. Auto checks are
                                                not mandatory but could possibly provide value by measuring specific functions. Auto
                                                checks can perform some extra testing to further support service monitoring. The
                                                exact extent of use of the auto checks will be examined during the rollout.

                                                Auto checks can include:

                                                      URL check

                                                      SMTP check

                                                      Web services check

                                                      Ping check

                                                      Database check

                                                      Port check

                                                      DNS check

                                                      LDAP check



                                        22.15. Application Discovery Management
                                                This section describes what systems will form part of the EMC ADM discovery.




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                                        22.16. Change Management
                                                This section describes what will be monitored in t erms of hardware, relationship and
                                                software changes.




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                                        23.     Internet - 1515
                                                1515 is a system responsible of handling the SMS service sent from Vodafone
                                                customer cell phones.

                                                The architecture of the system is shown below:




                                        23.1.   Service Model Framework
                                                Vantage Service Manager will provide the following services in dashboards as well as
                                                in Service Model Views for the system “Internet - 1515”:

                                                 1.   “Internet - 1515” business service

                                                      The status of this abstract business service will be calculated by the su bordinate
                                                      services. The method of calculating the corresponding status will be defined
                                                      together with the Vodafone Egypt SPOC during implementation. All relevant
                                                      information will be collected and presented in a condensed form in this service.


                                                1.1   1515 services

                                                      A number of 1515 services will be monitored and displayed as sub -services in
                                                      the service model. These are:

                                                      1515 service

                                                      1515 provisioning handler


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                                                      ER-IF


                                                1.2   1515 Servers

                                                      The following servers built the backbone of ePayment system and will be sho wn
                                                      as sub-services:

                                                             192.168.5.110

                                                             192.168.5.63

                                                             Exomi server

                                                      The Exomi server itself will be monitored like any other server. A lot of systems
                                                      depend on the Exomi server, so they will all have a reference to its service.
                                                      Should Exomi fail all depended service will be affected.

                                                      See details of the Exomi service in the appropriate chapter of this document.

                                                      For each of these servers there will be a number of sub -services. These will be
                                                      system metrics being delivered by system monitoring tool (HP OpenView or MS
                                                      SCOM). These metrics must include as a minimum the following:

                                                             Current CPU load (as average of all CPUs)

                                                             Current used memory (in % or kB)

                                                             Current disk I/O rate or current disk activity (in % of CPU)

                                                             Current used disk space (in % or MB)

                                                             Current context switches / second

                                                             Current # of interrupts / second

                                                      Should there be the need for more system metrics they will be included if
                                                      system monitoring is able to deliver and a total number of 10 metrics is not
                                                      exceeded per server.



                                                1.3   1515 Databases

                                                      The following databases are important for the 1515 service, and they will be
                                                      monitored by HP OpenView database monitoring module. The status will be
                                                      shown according to the details of the metrics provided by HP (see section about
                                                      Database Monitoring in this chapter).

                                                      The database will be shown as a sub-service of the business services with the
                                                      provided metrics as sub-services o the database service.

                                                             subscriber DB         (192.168.5.66)

                                                             ERIF DB               (192.168.5.66)




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                                                Incomplete example of the service model:




                                                Vantage Service Manager (VSM) offers dashboards for an online view on service
                                                status information and service qualities. A number of one dashboard for this system
                                                will be delivered, showing every service stated here and it’s quality, outage, SLA (if
                                                defined) over time (i.e. daily, monthly etc.).

                                                The data on the dashboards will be printable as a report in PDF format as well,
                                                showing the same data in numbers (but not the nice graphical charts, due to the fact
                                                that these charts are only for online viewing).

                                                Should there be the need for more dashboards (i.e. showing different data collections
                                                or parts of services, due to security or organisational reasons) a change request must
                                                be applied to this.

                                                If current SLA definitions exists for the department these should be provided
                                                electronically or printed in their latest version at the beginning of the implementation
                                                phase.

                                                It is expected that for every alert that is raised to VSM, a clear event (called “return -
                                                to-normal”) will also be delivered to correctly update service impact aft er the fault is
                                                resolved. The verification of this is the duty of VFE staff before the implementation
                                                phase. If there is a missing “return-to-normal” with a good reason for it, it’s expected
                                                that VFE staff will notify Intelli/Compuware staff before the beg inning of the
                                                implementation phase.

                                                Vantage Service Manager will provide dashboards (dynamic, for online viewing) and
                                                reports (static, for printing, in PDF format) that will show service quality over a
                                                selectable time period (i.e. a day, month, quarter, ye ar etc.), as a list of all services as
                                                well as for each service with all available details (regarding sub -services).




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                                                For system “Internet-1515” there will be one dashboard with one page (to be viewed in
                                                a browser); more dashboards or special pages can be d iscussed if needed during
                                                implementation, but they’ll be subject to a formal change request.

                                                During implementation there will be the need to modify scripts within system “Internet
                                                - 1515”. In order to accomplish project as planned VFE must provide skilled persons
                                                that will be able and allowed to deliver requested changes in scripts within a
                                                reasonable time that will not constrain project progress. Most changes can only be
                                                stated after having had a closer look at the scripts’ source code, but will be just
                                                command lines for Compuware’s command line utility. In general, these changes take
                                                only a few hours of time during the whole implementation phase. VFE staff will be
                                                named by the SPOC and will work closely with Intelli/Compuware staff. During
                                                implementation of any changes in VFEs scripts Intelli/Compuware staff will be willing
                                                and available to support VFE staff.

                                                Clarifications on terms and names will be done during an initial meeting after start of
                                                implementation phase.

                                        23.2.   Transaction monitoring
                                                With Vantage Analyzer Vodafone will receive the ability for comprehensive J2EE
                                                performance monitoring and analysis capabilities of system 1515. Vantage Analyzer
                                                directs users straight to the source of J2EE performance problems with visibility and
                                                detailed transaction analysis (down to method or SQL statement level).

                                                If faced with a production performance problem on 1515 system, Vantage Analyzer
                                                can provide both a high-level view of entire J2EE workloads and in -depth detail on
                                                specific execution paths, giving Internet depar tment the ability to easily locate
                                                problems and gather the detailed information needed to hand them off to the right
                                                experts (DBAs, network and systems administrators, application developers).

                                                 The Vantage Performance Analysis Dashboard will provide the a bility to monitor
                                                method-level performance and CPU/memory utilization metrics for 1515 system.

                                                VantageAnalyzer will be installed into 3 Java virtual machines on the following
                                                servers:

                                                           DCHQPORO                       Bea Weblogic 8,1                  Solaris 9
                                                           (192.168.4.49)

                                                           DCHQPORQ                       Jboss 4.0.3 SP1                   Solaris 9
                                                           (192.168.5.63)

                                                           DCHQPORAJ                      Jboss 4.0.3 SP1                   Solaris 9
                                                           (192.168.5.110)



                                                Servers DCHQPORQ (192.168.5.63) & DCHQPORAJ (192.168.5.110) are also
                                                partaking in the Internet-Live application architecture and their monitoring has been
                                                included in that chapter also.

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                                                Vodafone Egypt administrators will be trained to set up and configure alarms within
                                                VantageAnalyzer according to their needs.

                                                VantageAnalyzer offers the ability of PDF reports being created with the ability to
                                                narrow visibility to a system (number of JVMs) and a time period (like day, week,
                                                month etc.). These reports will deliver the top 10 resource consumers and top 10
                                                lasting transactions/SQL statements. These reports can be delivered at any time; VFE
                                                staff will be trainedto get them any time after implementation.

                                                During the configuration phase of VantageAnalyzer a person with very good
                                                knowledge of the system must be available for Intelli/Compuware staff to answer
                                                questions about objects and methods in a Java virtual machine. This person should be
                                                available for a time period of four hours, later just for an answer on the phone during
                                                typical business hours. The correct analysis of the objects is crucial to project success
                                                and must be done by persons who know the system very well; it might be possible that
                                                external resources will be needed (in case of 3rd party products).

                                        23.3.   Diagnostic tools
                                                This is the drill down capability that is available for this specific Business Application.

                                        23.4.   System Monitoring
                                                Define details of type of system monitoring applicable to each listed server in this
                                                Business Application’s scope.

                                        23.5.   Log file Analysis
                                                List which systems have log files and which technology component will be responsible
                                                for monitoring this.

                                        23.6.   Custom Monitoring Scripts
                                                                                 rd
                                                This may perhaps fall into “3         Party Monitoring” section.   Also list when CtrlM is
                                                responsible for the scheduling of tasks.

                                        23.7.   3 rd Party Alert Monitoring
                                                This will be Vodafone Egypt tools that can monitor specific applications or systems
                                                like Tibco Hawk. E.g. email based alerts from Genesys CTI server.

                                        23.8.   DB Monitoring
                                                The following databases will be monitored by HP OpenView database monitoring
                                                module:

                                                             Subscriber DB            (IP     192.168.5.66)

                                                             ERIF DB                  (IP     192.168.5.66)



                                                The following metrics must be provided as a minimum for each database. More
                                                metrics are appreciated and will be included as sub -services as well.

                                                             Size of the database (or % of available tablespace used)

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                                                             Current I/O rate of the database

                                                             Current memory used by the database/tablespace

                                                             Current number of locks/latches

                                                             Current number of blocks

                                                Should there be the need to specify certain tablespaces (instead or as an addition to
                                                the database), they will be included as sub -services as well and the provided metrics
                                                will be attached. The total number of eight metrics must not be exceeded per table -
                                                space.

                                                A total number of 12 metrics per database must not be exceeded.

                                        23.9.   Network SPAN Requirements
                                                List what spanning is required for per E2E product.

                                        23.10. Network Monitoring Requirements
                                                If special network monitoring is required it needs to be listed in this sec tion; e.g.
                                                specific network device polling alerts from HP NNM for device and port; also path
                                                performance test like jitter IPSLA test across a WAN link.

                                                NV should be included in this section where it is used to monitor.

                                        23.11. Storage Monitoring
                                                This section will provide information on what metrics are monitored in terms of storage
                                                – primarily for SAN based alerts.

                                        23.12. Receivables
                                                This is the receivables related to this specific subject. This needs to only list items or
                                                services to be delivered to the E2E project by V odafone Egypt. Generic receivables
                                                must be listed in “Level 1 Heading” Receivables.

                                        23.13. Assumptions & Dependencies
                                                The success of the implementation of “Internet – 1515” is heavily depending on the
                                                availability of HP OpenView system and database monitoring; d elays in HP
                                                configuration will have direct impact on the E2E project progress.

                                                VFE must provide an administrator being able to fully administer system “ Internet -
                                                1515” and answer upcoming questions. This person must not permanently be on -site
                                                with Intelli/Compuware staff, but should be available during typical business hours on
                                                the phone in a reasonable time (like one working day). In times of absence a
                                                surrogate must be named.



                                        23.14. Extended Monitoring Capabilities
                                                Additional monitor capabilities include Clien t Vantage auto checks. Auto checks are
                                                not mandatory but could possibly provide value by measuring specific functions. Auto


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                                                checks can perform some extra testing to further support service monitoring. The
                                                exact extent of use of the auto checks will be exam ined during the rollout.

                                                Auto checks can include:

                                                      URL check

                                                      SMTP check

                                                      Web services check

                                                      Ping check

                                                      Database check

                                                      Port check

                                                      DNS check

                                                      LDAP check



                                        23.15. Application Discovery Management
                                                This section describes what systems will form part of the EMC ADM discover y.



                                        23.16. Change Management
                                                This section describes what will be monitored in terms of hardware, relationship and
                                                software changes.




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                                        24.     Radius
                                                Radius   is   an   authentication   system   allowing   customers’   access   ADSL.   The
                                                architecture of the system is shown below:




                                        24.1.   Service Model Framework
                                                Vantage Service Manager will provide the following services in dashboards as well as
                                                in Service Model Views for the system “Radius”:



                                                 1. “Radius” business service

                                                      The status of this abstract business service will be calcul ated by the subordinate
                                                      services. The method of calculating the corresponding status will be defined
                                                      together with the Vodafone Egypt SPOC during implementation. All relevant
                                                      information will be collected and presented in a condensed form in this service.

                                                1.1   Radius servers

                                                      The following servers built the backbone of Radius system and will be shown as
                                                      sub-services:

                                                             10.230.91.37

                                                             10.230.91.128

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                                                       For each of these servers there will be a number of sub -services. These will be
                                                       system metrics being delivered by system monitoring tool (HP OpenView or MS
                                                       SCOM). These metrics must include as a minimum the following:

                                                             Current CPU load (as average of all CPUs)

                                                             Current used memory (in % or kB)

                                                             Current disk I/O rate or current disk activity (in % of CPU)

                                                             Current used disk space (in % or MB)

                                                             Current context switches / second

                                                             Current # of interrupts / second

                                                       Should there be the need for more system metrics they will be included if
                                                       system monitoring is able to deliver and a total number of 10 metrics is not
                                                       exceeded per server.



                                                1.2    Radius database

                                                       The following databases are important for the Radius system, and will be
                                                       monitored by HP OpenView database monitoring module. The status will be
                                                       shown according to the details of the metrics provided by HP (see section about
                                                       Database Monitoring in this chapter).

                                                       The database will be shown as a sub-service of the business service with the
                                                       provided metrics as sub-services o the database service.

                                                             10.230.91.129



                                                1.3    Radius transactions

                                                       There will be two transactions performed by Vantage ro bot PC. These trans-
                                                       actions will be shown as services with their results as service status. Both
                                                       transactions must be okay to name this status okay.

                                               1.3.1   User authentication

                                                       Tests weather or not a user can be authenticated against the Radius server.
                                                       Status is either “OK” or “NOT OK”.

                                               1.3.2   DB verification

                                                       Tests weather the (positive!) authentication of the test user has been written to
                                                       the database correctly.




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                                                Incomplete example of the service model:




                                                Vantage Service Manager (VSM) offers dashboards f or an online view on service
                                                status information and service qualities. A number of one dashboard for this system
                                                will be delivered, showing every service stated here and it’s quality, outage, SLA (if
                                                defined) over time (i.e. daily, monthly etc.).

                                                The data on the dashboards will be printable as a report in PDF format as well,
                                                showing the same data in numbers (but not the nice graphical charts, due to the fact
                                                that these charts are only for online viewing).

                                                Should there be the need for more dashboards (i.e. s howing different data collections
                                                or parts of services, due to security or organisational reasons) a change request must
                                                be applied to this.

                                                If current SLA definitions exists for the department these should be provided
                                                electronically or printed in their latest version at the beginning of the implementation
                                                phase.

                                                It is expected that for every alert that is raised to VSM, a clear event (called “return -
                                                to-normal”) will also be delivered to correctly update service impact after the fault is
                                                resolved. The verification of this is the duty of VFE staff before the implementation
                                                phase. If there is a missing “return-to-normal” with a good reason for it, it’s expected
                                                that VFE staff will notify Intelli/Compuware staff before the beginning of the
                                                implementation phase.

                                                Vantage Service Manager will provide dashboards (dynamic, for online viewing) and
                                                reports (static, for printing, in PDF format) that will show service quality over a

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                                                selectable time period (i.e. a day, month, quarter, year etc.), as a list of all services as
                                                well as for each service with all available details (regarding sub -services).

                                                For system “Radius” there will be one dashboard with one page (to be viewed in a
                                                browser); more dashboards or special pages can be discussed if needed during
                                                implementation, but they’ll be subject to a formal change request.

                                                During implementation there will be the need to modify scripts within system “Radius”.
                                                In order to accomplish project as planned VFE must provide skilled persons that will
                                                be able and allowed to deliver requested changes in scripts within a reasonable time
                                                that will not constrain project progress. Most changes can only be stated after having
                                                had a closer look at the scripts’ source code, but will be just command lines for
                                                Compuware’s command line utility. In general, these changes take only a few hours of
                                                time during the whole implementation phase. VFE staff will be named by the SPOC
                                                and will work closely with Intelli/Compuware staff. During implementation of any
                                                changes in VFEs scripts Intelli/Compuware sta ff will be willing and available to
                                                support VFE staff.

                                                Clarifications on terms and names will be done during an initial meeting after start of
                                                implementation phase.



                                        24.2.   Transaction monitoring
                                                This is the E2E monitoring capability and tools for this service.      E.g. VA to analyse
                                                CMS Java application

                                        24.3.   Diagnostic tools
                                                Client Vantage Active

                                                Client Vantage active monitoring will allow Vodafone to measure that the Radius
                                                system is responding correctly and those entries are listed in the SQL DB. For Radius,
                                                an active agent will be scripted to execute the Juniper application, providing "control"
                                                measurements. W ith CV Active, Vodafone teams will be able to monitor a “dummy”
                                                user transaction performing authentication on Radius around the clock. As soon as CV
                                                Active identifies some problem (e.g. failure to login) it will notify automatically. Client
                                                Vantage will have the ability to create application reports with real -time and historical
                                                data.

                                                Client Vantage will also check if the “dummy” user is authenticated and the
                                                authentication is written in certain tables within the DB.

                                                For this monitoring Client Vantage will provide 2 services in VSM.

                                        24.4.   System Monitoring
                                                Define details of type of system monitoring applicable to each listed server in this
                                                Business Application’s scope.




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                                        24.5.   Log file Analysis
                                                List which systems have log files and which technology component will be responsible
                                                for monitoring this.

                                        24.6.   Custom Monitoring Scripts
                                                                                rd
                                                This may perhaps fall into “3        Party Monitoring” section.   Also list when CtrlM is
                                                responsible for the scheduling of tasks.

                                        24.7.   3 rd Party Alert Monitoring
                                                This will be Vodafone Egypt tools that can monitor specific applications or systems
                                                like Tibco Hawk. E.g. email based alerts from Genesys CTI server.

                                        24.8.   DB Monitoring
                                                The following databases will be monitored b y HP OpenView database monitoring
                                                module:

                                                             10.230.91.129



                                                The following metrics must be provided as a minimum for each database. More
                                                metrics are appreciated and will be included as sub -services as well.

                                                             Size of the database (or % of available tablespace us ed)

                                                             Current I/O rate of the database

                                                             Current memory used by the database/tablespace

                                                             Current number of locks/latches

                                                             Current number of blocks

                                                Should there be the need to specify certain tablespaces (instead or as an addition to
                                                the database), they will be included as sub-services as well and the provided metrics
                                                will be attached. The total number of eight metrics must not be exceeded per table -
                                                space.

                                                A total number of 12 metrics per database must not be exceeded.

                                        24.9.   Network Monitoring Requirements
                                                If special network monitoring is required it needs to be listed in this section; e.g.
                                                specific network device polling alerts from HP NNM for device and port; also path
                                                performance test like jitter IPSLA test across a WAN link.

                                                NV should be included in this section wher e it is used to monitor.

                                        24.10. Storage Monitoring
                                                This section will provide information on what metrics are monitored in terms of storage
                                                – primarily for SAN based alerts.

                                        24.11. Receivables
                                                For Radius service, Vodafone should provide:
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                                                A “dummy” user and the credentials for Client Vantage to authenticate to Radius
                                                application.

                                                VFE must provide a test user for the ClientVantage robot systems, so that all defined
                                                business transactions can be performed. This test user needs to be fitted with the
                                                necessary credentials within system “Radius”.

                                                The selection of transactions to be scripted will be done at the beginning of the
                                                implementation phase by the VFE SPOC and Intelli/Compuware staff together. The
                                                SPOC must show the system and on the ClientVantage robot PC selected for sc ript
                                                action for this system the client software must be installed.

                                                Access (on the network layer within VFE) between the ClientVantage robot and the
                                                system’s server must be ensured by VFE staff.

                                        24.12. Assumptions & Dependencies
                                                The success of the implementation of “Radius” is heavily depending on the availability
                                                of HP OpenView system and database monitoring; delays in HP configuration will
                                                have direct impact on the E2E project progress.

                                                VFE must provide an administrator being able to fully administer system “ Radius” and
                                                answer upcoming questions. This person must not permanently be on -site with
                                                Intelli/Compuware staff, but should be available during typical business hours on the
                                                phone in a reasonable time (like one working day). In times of absence a surrogate
                                                must be named.

                                        24.13. Extended Monitoring Capabilities
                                                Additional monitor capabilities include Client Vantage auto checks. Auto checks are
                                                not mandatory but could possibly provide value by measuring specific functions. Auto
                                                checks can perform some extra testing to f urther support service monitoring. The
                                                exact extent of use of the auto checks will be examined during the rollout.

                                                Auto checks can include:

                                                      URL check

                                                      SMTP check

                                                      Web services check

                                                      Ping check

                                                      Database check

                                                      Port check

                                                      DNS check

                                                      LDAP check

                                        24.14. Application Discovery Management
                                                This section describes what systems will form part of the EMC ADM discovery.



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                                        24.15. Change Management
                                                This section describes what will be monitored in terms of hardware, relationship and
                                                software changes.




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                                        25.     Siebel
                                                Siebel is Vodafone’s min CRM system. The architecture is shown below:




                                        25.1.   Service Model Framework
                                                Vantage Service Manager will provide the following services in dashboards as well as
                                                in Service Model Views for the system “Siebel”:



                                                 1.   “Siebel” business service

                                                      The status of this abstract business service will be calculated by the subordinate
                                                      services. The method of calculating the corresponding status will be defined
                                                      together with the Vodafone Egypt SPOC during implementation. All relevant
                                                      information will be collected a nd presented in a condensed form in this service.




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                                                1.2   Siebel servers

                                                      The following servers built the backbone of ePayment system and will be shown
                                                      as sub-services:

                                                             WICRM06
                                                             WICRM07
                                                             WICRM08
                                                             WICRM09
                                                             WICRM10
                                                             WICRM11
                                                             WICRM12
                                                             WICRM14
                                                             WICRM15


                                                      For each of these servers there will be a number of sub-services. These will be
                                                      system metrics being delivered by system monitoring tool (HP OpenView or MS
                                                      SCOM). These metrics must include as a minimum the following:

                                                             Current CPU load (as average of all CPUs)

                                                             Current used memory (in % or kB)

                                                             Current disk I/O rate or current disk activity (in % of CPU)

                                                             Current used disk space (in % or MB)

                                                             Current context switches / second

                                                             Current # of interrupts / second

                                                      Should there be the need for more system metrics they will be include d if
                                                      system monitoring is able to deliver and a total number of 10 metrics is not
                                                      exceeded per server.



                                                1.3   Siebel services

                                                      Should Vodafone be able to group different URLs to functions, those functions
                                                      will be shown as Siebel services, being sub -services of the business service.

                                                      A total number of up to 40 Siebel services will be shown. See next section for
                                                      details on grouping the URLs.



                                                1.4   Siebel Databases

                                                      The following databases are important for the ePayment system, and will be
                                                      monitored by HP OpenView database monitoring module. The status will be

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                                                      shown according to the details of the metrics provided by HP (see section about
                                                      Database Monitoring in this chapter).

                                                      The database will be shown as a sub-service of the business service with the
                                                      provided metrics as sub-services o the database service.

                                                             DCHQSEB3

                                                             DCHQSEB4

                                                             DCHQSEB5



                                                Incomplete example of the service model:




                                                Vantage Service Manager (VSM) offers dashboards for an online view on service
                                                status information and service qualities. A number of on e dashboard for this system
                                                will be delivered, showing every service stated here and it’s quality, outage, SLA (if
                                                defined) over time (i.e. daily, monthly etc.).

                                                The data on the dashboards will be printable as a report in PDF format as well,
                                                showing the same data in numbers (but not the nice graphical charts, due to the fact
                                                that these charts are only for online viewing).

                                                Should there be the need for more dashboards (i.e. showing different data collections
                                                or parts of services, due to security or organisati onal reasons) a change request must
                                                be applied to this.

                                                If current SLA definitions exists for the department these should be provided
                                                electronically or printed in their latest version at the beginning of the implementation
                                                phase.

                                                It is expected that for every alert that is raised to VSM, a clear event (called “return -
                                                to-normal”) will also be delivered to correctly update service impact after the fault is

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                                                resolved. The verification of this is the duty of VFE staff before the implementation
                                                phase. If there is a missing “return-to-normal” with a good reason for it, it’s expected
                                                that VFE staff will notify Intelli/Compuware staff before the beginning of the
                                                implementation phase.

                                                Vantage Service Manager will provide dashboards (dynamic, for online viewing) and
                                                reports (static, for printing, in PDF format) that will show service quality over a
                                                selectable time period (i.e. a day, month, quarter, year etc.), as a list of all services as
                                                well as for each service with all available details (regarding sub -services).

                                                For system “Siebel” there will be one dashboard with one page (to be viewed in a
                                                browser); more dashboards or special pages can be discussed if needed during
                                                implementation, but they’ll be subject to a formal change request.

                                                During implementation there will b e the need to modify scripts within system “Siebel”.
                                                In order to accomplish project as planned VFE must provide skilled persons that will
                                                be able and allowed to deliver requested changes in scripts within a reasonable time
                                                that will not constrain project progress. Most changes can only be stated after having
                                                had a closer look at the scripts’ source code, but will be just command lines for
                                                Compuware’s command line utility. In general, these changes take only a few hours of
                                                time during the whole implementatio n phase. VFE staff will be named by the SPOC
                                                and will work closely with Intelli/Compuware staff. During implementation of any
                                                changes in VFEs scripts Intelli/Compuware staff will be willing and available to
                                                support VFE staff.

                                                Clarifications on terms and names will be done during an initial meeting after start of
                                                implementation phase.

                                        25.2.   Transaction monitoring
                                                No Java analysis is applicable in this environment.

                                        25.3.   Diagnostic tools
                                                As part of the greater solution for Siebel, special focus will be on the End User
                                                Experience monitoring. For this system every active user will be monitored and the top
                                                50 transactions of each user will be shown and analyzed as to page load time, server
                                                time, HTTP response time, HTTP errors and TCP errors, redirect time, loss rate, RTT
                                                and realized bandwidth. Transactions are actually URL calls from the end user to
                                                Siebel.

                                                If Vodafone can correlate URLs to functions, then a number of URLs (transactions
                                                measured by Agentless) can be grouped together, which is then called a service. For
                                                Siebel a total number of up to 40 services will be monitored and shown up in the
                                                service model of VSM dashboards.

                                                During rollout, Siebel team will have to identify up to 5 standard reports to be
                                                delivered for Siebel via Agentless reporting.



                                                Vantage End User Experience with Agentless

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                                                Agentless monitoring will measure Siebel response times experienced by every end
                                                user. In order to deliver this, Agentless will passively collect data from specific areas
                                                within the network (by use of span port technology on the network switches or network
                                                taps). A detailed list of network span ports for Siebel is depicted in the receivables
                                                section.

                                                Agentless reports data on five-minute intervals. For deeper analysis, the Advanced
                                                Web Diagnostics Server (AWDS) can provide detail ed insight about web page and
                                                business transaction performance down to each individual page hit using one -
                                                millisecond   reporting   granularity.   Capabilities    include   diagnostics   that   help
                                                troubleshoot specific user problems and diagram web page and transaction delivery
                                                times, showing timings and errors for each individual web object and business
                                                transaction step. For rapid fault domain isolation, the AW DS can build the analytical
                                                model of web-site performance to find systemic problems that cause HTTP - and XML-
                                                based application performance degradation. It then quantifies the site -wide impact and
                                                severity in clear terms. This helps Siebel team to focus on addressing those web -site
                                                problems that are most severe, as well as assigning the right person to the job.

                                                In cases where Siebel needs to request information via Tibco from some other
                                                application in order to deliver the user request, Agentless will be able to monitor the
                                                total time required for Siebel to deliver this, thus the real end user experience
                                                (including time spent on Tibco, billing etc)

                                                Agentless will also monitor the traffic between the web servers and the gateway
                                                systems on a TCP level (SISNAPI). Information available will be: Traffic volume,
                                                response time, TCP errors, number of re-transmissions.

                                                Included in the monitoring functions will also be monitoring of the HTTP traffic
                                                between Siebel systems and the Tibco load balancer (10.230.92.95).

                                                Related to the Citrix users, agents will be placed on both Citrix farms (up to 21
                                                systems but subject to possible change) in order to identify end users that access
                                                Siebel over the Citrix ICA protocol. The list of Citrix severs are shown below:
                                                Main Citrix Farm

                                                Total Number of Citrix Servers: 13

                                                Number of Physical Servers: 8

                                                Number of VMW are Servers: 5


                                                   Server Name              IP

                                                 EGOCT-WICTX01        10.230.95.97

                                                 EGOCT-WICTX02        10.230.95.98

                                                 EGOCT-WICTX03        10.230.95.99

                                                 EGOCT-WICTX04        10.230.95.100


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                                                 EGOCT-WICTX05       10.230.95.101

                                                 EGOCT-WICTX06       10.230.95.102

                                                 EGOCT-WICTX07       10.230.95.121

                                                 EGOCT-WICTX08       10.230.95.122

                                                 EGOCT-WICTX10       10.230.96.148

                                                 EGOCT-WICTX12       10.230.96.38

                                                 EGOCT-WICTX13       10.230.96.39

                                                 EGOCT-WICTX14       10.230.96.40

                                                 EGOCT-WICTX15       10.230.96.41


                                                Offshoring Citrix Farm



                                                Total Number of Citrix Servers: 8

                                                Number of Physical Servers: 8

                                                Number of VMW are Servers: 0



                                                   Server Name             IP

                                                 EGOCT-WICTX20       10.230.96.78

                                                 EGOCT-WICTX21       10.230.96.79

                                                 EGOCT-WICTX22       10.230.96.80

                                                 EGOCT-WICTX23       10.230.96.116

                                                 EGOCT-WICTX25       10.230.96.121

                                                 EGOCT-WICTX26       10.230.96.122

                                                 EGOCT-WICTX27       10.230.96.145

                                                 EGOCT-WICTX28       10.230.96.146



                                                Client Vantage Active

                                                Client Vantage active monitoring will allow CRM department to measure the response
                                                times for Siebel application against established thresholds using dedicated

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                                                workstations that replay scripted transactions. For Siebel, active agents will be
                                                scripted to execute up to 40 business transactions, which will be named during
                                                implementation phase by the appropriate Vodafone Egypt SPOC, providing "control"
                                                measurements. With CV Active, CRM team can monitor selected business
                                                transactions performed on Siebel around the clock. As soon as CV Active identifies
                                                some performance problem it will notify CRM team automatically when application
                                                service-level exceptions occur and elevate this information into VSM where the
                                                service level monitoring is measured. Client Vantage will have the ability to create
                                                application performance reports with real-time and historical data for trend analysis
                                                will allow CRM team best understand the situation and allow to pinpoint application
                                                performance problems.

                                                In Client Vantage, the Client-Network-Server (C-N-S) Exception report indicates where
                                                excessive time is spent between the client, network and servers, and compares results
                                                of a poorly performing transaction with a baseline profile .

                                                All standard reports delivered with ClientVantage Agentl ess Monitoring will be usable
                                                for this system (if they apply in terms of business). The standard DMI reports can be
                                                modified to fulfil requests like visibility only for a certain system, only a certain time
                                                period (i.e month, quarter, day etc.). Every depa rtment will have DMI reports covering
                                                their system, but the necessary time period(s) must be defined by the VFE SPOC at
                                                the beginning of the implementation phase.


                                        25.4.   System Monitoring
                                                Define details of type of system monitoring applicable to each listed serve r in this
                                                Business Application’s scope.

                                        25.5.   Log file Analysis
                                                List which systems have log files and which technology component will be responsible
                                                for monitoring this.

                                        25.6.   Custom Monitoring Scripts
                                                                                    rd
                                                This may perhaps fall into “3            Party Monitoring” section.   Also list when CtrlM is
                                                responsible for the scheduling of tasks.

                                        25.7.   3 rd Party Alert Monitoring
                                                This will be Vodafone Egypt tools that can monitor specific applications or systems
                                                like Tibco Hawk. E.g. email based alerts from Genesys CTI server.

                                        25.8.   DB Monitoring
                                                The following databases will be monitored by HP OpenView database monitoring
                                                module:

                                                             INETSTG1        (IP         10.230.91.98)


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                                                              INETPRD1      (IP     192.168.5.103)

                                                              BSCSPRD2      (IP     ???)



                                                The following metrics must be provided as a minimum for each database. More
                                                metrics are appreciated and will be included as sub-services as well.

                                                              Size of the database (or % of available tablespace used)

                                                              Current I/O rate of the database

                                                              Current memory used by the database/tablespace

                                                              Current number of locks/latches

                                                              Current number of blocks

                                                Should there be the need to specify certain tablespaces (instead or as an addition to
                                                the database), they will be included as sub -services as well and the provided metrics
                                                will be attached. The total number of eight metrics must not be exceeded per table -
                                                space.

                                                A total number of 12 metrics per database must not be exceeded.

                                        25.9.   Network SPAN Requirements
                                                The spanning that is required for Siebel follows:



                                                                           SPAN PORT REQUIREMENTS for Siebel Systems

                                                                 System name and/or IP                           Network port

                                                              WICRM 07 (10.230.92.72)
                                                                                                                 DC1 3/5

                                                              WICRM 06 (10.230.92.71)                            DC1 3/5




                                        25.10. Network Monitoring Requirements
                                                If special network monitoring is required it needs to be listed in this section; e.g.
                                                specific network device polling alerts from HP NNM for device and port; also path
                                                performance test like jitter IPSLA test across a WAN link.

                                                NV should be included in this section where it is used to monitor.

                                        25.11. Storage Monitoring
                                                This section will provide information on what metrics are monitored in terms of storage
                                                – primarily for SAN based alerts.

                                        25.12. Receivables
                                                Related to Siebel monitoring Vodafone should provide:
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                                                     Siebel credentials for Client Vantage to use and perform the synthetic
                                                        transactions.

                                                     Provide technical details of the session cookie (see assumptions section)

                                                The private SSL keys/certificates for the servers involv ed with SSL traffic must be
                                                supplied to the SSL decryption hardware. During implementation (details can be found
                                                in the current project plan) the Intelli/Compuware staff will ask for them and will show
                                                VFE staff how to integrate the keys in the special har dware. No member of the
                                                implementation team (except of VFE staff) will ever get in contact with the decryption
                                                keys/certificates. The keys/certificates will be stored in hardware encrypted and only
                                                VFE staff will have access.

                                                A session cookie with details of the user (name, user id etc.) must be provided for
                                                ClientVantage Agentless Monitoring in order to cunt and name individual users and
                                                their transactions. Intelli/Compuware staff will ask about the cookie’s internal structure
                                                during implementation .

                                                VFE must provide a test user for the ClientVantage robot systems, so that all defined
                                                business transactions can be performed. This test user needs to be fitted with the
                                                necessary credentials within system “Siebel”.

                                                The selection of transactions to be scripted wi ll be done at the beginning of the
                                                implementation phase by the VFE SPOC and Intelli/Compuware staff together. The
                                                SPOC must show the system and on the ClientVantage robot PC selected for script
                                                action for this system the client software must be installed.

                                                Access (on the network layer within VFE) between the ClientVantage robot and the
                                                system’s server must be ensured by VFE staff.

                                        25.13. Assumptions & Dependencies
                                                The website and all sub-parts are expected to be working with a consistent session
                                                cookie. This cookie should include the username or some other unique user identifier.
                                                If this is not already in place, Vodafone should provide accordingly.

                                                The success of the implementation of “Siebel” is heavily depending on the availability
                                                of HP OpenView system and database monitoring; delays in HP configuration will
                                                have direct impact on the E2E project progress.

                                                VFE must provide an administrator being able to fully administer system “ Siebel” and
                                                answer upcoming questions. This person must not permanently be on -site with
                                                Intelli/Compuware staff, but should be available during typical business hours on the
                                                phone in a reasonable time (like one working day). In times of absence a surrogate
                                                must be named.

                                        25.14. Extended Monitoring Capabilities
                                                Additional monitor capabilities include Client Vantage auto checks. Auto checks are
                                                not mandatory but could possibly provide value by measuring specific functions. Auto
                                                checks can perform some extra testing to further support service monitoring. The
                                                exact extent of use of the auto checks will b e examined during the rollout.

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                                                Auto checks can include:

                                                      URL check

                                                      SMTP check

                                                      Web services check

                                                      Ping check

                                                      Database check

                                                      Port check

                                                      DNS check

                                                      LDAP check



                                        25.15. Application Discovery Management
                                                This section describes what systems will form part of the EMC ADM di scovery.

                                        25.16. Change Management
                                                This section describes what will be monitored in terms of hardware, relationship and
                                                software changes.




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                                        26.     Tibco
                                                Tibco is the main integration system that integrates several internal applications.

                                                The architecture of Vodafone Tibc o systems can be seen below:




                                        26.1.   Service Model Framework
                                                Vantage Service Manager will provide the following services in dashboards as well as
                                                in Service Model Views for the system “Tibco”:



                                                 1.   “Tibco” business service

                                                      The status of this abstract business service will be calculated by the subordinate
                                                      services. The method of calculating the corresponding status will be defined
                                                      together with the Vodafone Egypt SPOC during implementation. All relevant
                                                      information will be collected and presented in a co ndensed form in this service.



                                                1.1   Tibco Hawk services

                                                      The Tibco Hawk utility can be configured to deliver valuable status information
                                                      via E-Mail. These mails will be evaluated by Vantage Service Manager in order
                                                      to provide status information about Tibco s ervices.

                                                      The extend to what Tibco Hawk can be utilized must be evaluated and defined in
                                                      the beginning of the implementation phase. Vodafone Egypt SPOC/Champion
                                                      together with Intelli/Compuware staff will define possible services that will be
                                                      internally monitored by Tibco Hawk. The team will define the format of an e -mail
                                                      that will be sent to an internal mail server. Vantage Service Manager will then
                                                      grab the mails, evaluate them and show the status information of the defined
                                                      services.

                                                      The total number of services delivered this way must not exceed 40.




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                                                1.2   Tibco servers

                                                      The following servers built the backbone of ePayment system and will be shown
                                                      as sub-services:

                                                             DCHQEAI3
                                                             DCHQEAI4
                                                             DCHQEAI7
                                                             DCHQEAI1
                                                             DCHQEAI10
                                                             DCHQEAI5
                                                             DCHQEAI11


                                                      For each of these servers ther e will be a number of sub-services. These will be
                                                      system metrics being delivered by system monitoring tool (HP OpenView or MS
                                                      SCOM). These metrics must include as a minimum the following:

                                                             Current CPU load (as average of all CPUs)

                                                             Current used memory (in % or kB)

                                                             Current disk I/O rate or current disk activity (in % of CPU)

                                                             Current used disk space (in % or MB)

                                                             Current context switches / second

                                                             Current # of interrupts / second

                                                      Should there be the need for more system metrics they will be included if
                                                      system monitoring is able to deliver and a total number of 10 metrics is not
                                                      exceeded per server.



                                                1.3   Tibco databases

                                                      The following databases are important for the ePayment system, and will be
                                                      monitored by HP OpenView database monitoring module. The status will be
                                                      shown according to the details of the metrics provided by HP (see section about
                                                      Database Monitoring in this chapter).

                                                      The database will be shown as a sub-service of the business service with the
                                                      provided metrics as sub-services o the database service.

                                                             DCHQEAI5
                                                             DCHQEAI11




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                                                Vantage Service Manager (VSM) offers dashboards for an online view on service
                                                status information and service qualities. A number of one dashboard for this system
                                                will be delivered, showing every service stated here and it’s quality, outag e, SLA (if
                                                defined) over time (i.e daily, monthly etc.).

                                                The data on the dashboards will be printable as a report in PDF format as well,
                                                showing the same data in numbers (but not the nice graphical charts, due to the fact
                                                that these charts are only for onl ine viewing).

                                                Should there be the need for more dashboards (i.e. showing different data collections
                                                or parts of services, due to security or organisational reasons) a change request must
                                                be applied to this.

                                                If current SLA definitions exists for the departm ent these should be provided
                                                electronically or printed in their latest version at the beginning of the implementation
                                                phase.

                                                It is expected that for every alert that is raised to VSM, a clear event (called “return -
                                                to-normal”) will also be delivered to correctly update service impact after the fault is
                                                resolved. The verification of this is the duty of VFE staff before the implementation
                                                phase. If there is a missing “return-to-normal” with a good reason for it, it’s expected
                                                that VFE staff will notify Intelli/Compuware staff before the beginning of the
                                                implementation phase.

                                                Vantage Service Manager will provide dashboards (dynamic, for online viewing) and
                                                reports (static, for printing, in PDF format) that will show service quality over a
                                                selectable time period (i.e. a day, month, quarter, year etc.), as a list of all services as
                                                well as for each service with all available details (regarding sub -services).

                                                For system “Tibco” there will be one dashboard with one page (to be viewed in a
                                                browser); more dashboards or special pages can be discussed if needed during
                                                implementation, but they’ll be subject to a formal change request.

                                                During implementation there will be the need to modify scripts within system “Tibco”.
                                                In order to accomplish project as planned VFE must pro vide skilled persons that will
                                                be able and allowed to deliver requested changes in scripts within a reasonable time
                                                that will not constrain project progress. Most changes can only be stated after having
                                                had a closer look at the scripts’ source code, but wi ll be just command lines for
                                                Compuware’s command line utility. In general, these changes take only a few hours of
                                                time during the whole implementation phase. VFE staff will be named by the SPOC
                                                and will work closely with Intelli/Compuware staff. During imp lementation of any
                                                changes in VFEs scripts Intelli/Compuware staff will be willing and available to
                                                support VFE staff.

                                                Clarifications on terms and names will be done during an initial meeting after start of
                                                implementation phase.



                                        26.2.   Transaction monitoring
                                                No Java monitoring availability in Tibco.
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                                        26.3.   Diagnostic tools
                                                Vantage Agentless system will have the ability to monitor the http traffic transactions
                                                (arriving from all internal systems) on the Tibco load balancer (10.230.92.95) .
                                                Information available will be: Traffic volume, response time, TCP errors, number of re -
                                                transmissions.

                                                All standard reports delivered with ClientVantage Agentless Monitoring will be usable
                                                for this system (if they apply in terms of business). The standard DMI reports can be
                                                modified to fulfil requests like visibility only for a certain system, only a certain time
                                                period (i.e month, quarter, day etc.). Every department will have DMI reports covering
                                                their system, but the necessary time period(s) must be defined by the VFE SPOC at
                                                the beginning of the implementation phase.

                                        26.4.   System Monitoring
                                                Due to no direct end user connections on the systems, there is no end user
                                                experience available for Tibco.

                                        26.5.   Log file Analysis
                                                List which systems have log files and which technology component will be respo nsible
                                                for monitoring this.

                                        26.6.   Custom Monitoring Scripts
                                                                                  rd
                                                This may perhaps fall into “3          Party Monitoring” section.   Also list when CtrlM is
                                                responsible for the scheduling of tasks.

                                        26.7.   3 rd Party Alert Monitoring
                                                This will be Vodafone Egypt tools that can monitor specific applications or systems
                                                like Tibco Hawk. E.g. email based alerts from Genesys CTI server.

                                        26.8.   DB Monitoring
                                                The following databases will be monitored by HP OpenView database monitoring
                                                module:

                                                             DCHQEAI5
                                                             DCHQEAI11


                                                The following metrics must be provided as a minimum for each database. More
                                                metrics are appreciated and will be included as sub -services as well.

                                                             Size of the database (or % of available tablespace used)

                                                             Current I/O rate of the database

                                                             Current memory used by the database/tablespace

                                                             Current number of locks/latches


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                                                                 Current number of blocks

                                                Should there be the need to specify certain tablespaces (instead or as an addition to
                                                the database), they will be included as sub -services as well and the provided metrics
                                                will be attached. The total number of eight metrics must not be exceeded per table -
                                                space.

                                                A   total       number   of   12   metrics   per   database   must    not   be   exceeded.



                                        26.9.   Network SPAN Requirements
                                                The spanning that is required for Tibco are:

                                                                              SPAN PORT REQUIREMENTS for Tibco Systems

                                                                    System name and/or IP                            Network port

                                                                DCHQEAI3 (10.230.92.96)
                                                                                                                     DC1 3/5

                                                                DCHQEAI4 (10.230.92.97)
                                                                                                                     DC1 3/5

                                                            DCHQEAI7 (10.230.92.157)
                                                                                                                     DC1 3/5

                                                                   VIP (10.230.92.95)                                DC1 3/5




                                        26.10. Network Monitoring Requirements
                                                Relevant to Tibco, a network Vantage probe will monitor all TCP traffic on the Tib co
                                                servers (DCHQEAI3, DCHQEAI4, DCHQEAI7). This will deliver an understanding of
                                                the amount of traffic as well as the response timing on the network layer (average –
                                                minimum – maximum levels) for these systems. This information can assist in to
                                                finding fault domain isolation when facing issues.

                                        26.11. Storage Monitoring
                                                This section will provide information on what metrics are monitored in terms of storage
                                                – primarily for SAN based alerts.

                                        26.12. Receivables
                                                The private SSL keys/certificates for the servers involved with SSL traffic must be
                                                supplied to the SSL decryption hardware. During implementation (details can be found
                                                in the current project plan) the Intelli/Compuware staff will ask for them and will show
                                                VFE staff how to integrate the keys in the special hardware. No member of the
                                                implementation team (except of VFE staff) will ever get in contact with the decryption
                                                keys/certificates. The keys/certificates will be stored in hardware encrypted and only
                                                VFE staff will have access.



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                                                A session cookie with details of the user (name, user id etc.) must be provided for
                                                ClientVantage Agentless Monitoring in order to cunt and name individual users and
                                                their transactions. Intelli/Compuware staff will ask about the cookie’s internal structure
                                                during implementation.

                                        26.13. Assumptions & Dependencies
                                                The success of the implementation of “Tibco” is heavily depending on the availability
                                                of OpenView system and database monitoring; delays in HP configuration will have
                                                direct impact on the E2E project progress .

                                                VFE must provide an administrator being able to fully administer system “Tibco” and
                                                answer upcoming questions. This person must not permanently be on -site with
                                                Intelli/Compuware staff, but should be available during typical business hours on the
                                                phone in a reasonable time (like one work ing day). In times of absence a surrogate
                                                must be named.



                                        26.14. Extended Monitoring Capabilities
                                                Additional monitor capabilities include Client Vantage auto checks. Auto checks are
                                                not mandatory but could possibly provide value by measuring specific functions. A uto
                                                checks can perform some extra testing to further support service monitoring. The
                                                exact extent of use of the auto checks will be examined during the rollout.

                                                Auto checks can include:

                                                      URL check

                                                      SMTP check

                                                      Web services check

                                                      Ping check

                                                      Database check

                                                      Port check

                                                      DNS check

                                                      LDAP check



                                        26.15. Application Discovery Management
                                                This section describes what systems will form part of the EMC ADM discovery.

                                        26.16. Change Management
                                                This section describes what will be monitored in terms of hardware, relationship and
                                                software changes.




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                                        27.             Integration Specification


                                                                                                          BMC Remedy                        BMC Business
                                                                                                          Service Desk                     Service Manager


                                                                                                                                                                                                                    Service Desk

                                                                                                            12



                                                                                                                                           11                                                    Remedy Change
                                                                                                           Compuware                                                                              Management
                                                                14                                                                                                      BMC Atrium
                                                                                                             VSM
                                                                                   7                                                                  6       9           CMDB

                                                                                                                               Service Management                                                           Change Management
                                                                                                                                                                          9
                                                                                                             8                 10
                                                                                                                   13

                                                                                                                                                                            HP OV
                                                                         Compuware                  Compuware
                                           Compuware                                                                        Network             EMC Smarts                Consolidated                           SolarWinds
                                                                        ClientVantage              ClientVantage                                                    5
                                         Vantage Analyser                                                                   Vantage               ADM                        Event
                                                                            Active                   Agentless
                                                                                                                                                                          Management
                                                                                                                                                                                                             Fault & Performance
                                                        1                                                                                                                                                            Management
                                                                                       2
                                                                                                                                       4
                                                                                                                                                 3



                                                                      Passive              AV & Kentrox     Keynote Sigos          Oracle
                                          Application                                                                                                  MS SCOM              HP NNM         HP OV Systems       EMC & HP
                                                                     Application              Enviro        Voice Quality       Enterprise DB
                                          Perf Agents                                                                                                Systems Mgmt         Network Mgmt      Management        Storage Mgmt
                                                                     Perf Probe             Monitoring       Monitoring             Mgmt


                                                                                                                                                                                                            Element Management


                                              Existing Systems                               New E2E Systems



                                                        Figure 2: Integration Architecture

                                                        The following table defines the integrations that will be implemented in the E2E
                                                        project.

                                                        Native integrations as depicted with green lines will not be specified as these are
                                                        proprietary interfaces that are delivered by default.

                                                            #           Source                                          Destination                   Definition


                                                            3           Keynote-Sigos                                   HP OV                         Purpose: To deliver contact centre related
                                                                                                                                                      voice quality alerts to the event manager
                                                                                                                                                      for further processing and distribution.

                                                                                                                                                      Interface Type: TBD - Keynote-Sigos to
                                                                                                                                                      document                 the       details      of      integration
                                                                                                                                                      capability

                                                                                                                                                      Frequency: Real-time incident based


                                                            4           Oracle                Enterprise                HP OV                         Vodafone Egypt to define the level of
                                                                        Database Mgmt                                                                 required                integration      and         advise         what
                                                                                                                                                      related            alert/alarm        inform ation            can       be
                                                                                                                                                      expected towards VSM.

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                                                 #    Source                Destination    Definition

                                                                                           Interface    Type:     Vodafone    Egypt      to
                                                                                           determine.

                                                                                           Frequency: Real-time incident based


                                                 5    EMC Smarts ADM        HP OV          Not currently planned to implement as the
                                                                                           ADM solution will not have useful alerts for
                                                                                           HP OV.


                                                 6    EMC Smarts ADM        BMC Atrium     Purpose: ADM will expose system and
                                                                                           application CIs as well as relationship CIs
                                                                                           for the Atrium CMDB to collect.

                                                                                           Interface Type: Oracle SQL database

                                                                                           Frequency: Once daily


                                                 9    HP OV                 Compuware      Purpose: System and Network alerts will
                                                                            VSM            be delivered to VSM. This information will
                                                                                           be used to ensure that service impact is
                                                                                           recorded and associated with infrastructure
                                                                                           outage. For every event a return-to-normal
                                                                                           event is also expected.

                                                                                           Interface Type: SNMP trap or e-mail!

                                                                                           Frequency: Near-real-time incident based


                                                 11   VSM                   BMC Atrium     Purpose: VSM to collect CI information
                                                                                           from the CMDB to ensure that the service
                                                                                           model is associated with the appropriate
                                                                                           underlying systems and applications.

                                                                                           VSM could update the CMDB with Service
                                                                                           and Supporting Service information.

                                                                                           Interface type: Compuware proprietary.

                                                                                           Frequency: once per day. The exact time
                                                                                           will   be    defined    with    VFE      SPOC;
                                                                                           Intelli/Compuware suggests 5 a.m. every
                                                                                           morning.


                                                 12   VSM                   BMC            Purpose:     To   generate     service     level
                                                                            Remedy         incidents.   Vodafone Egypt indicated that
                                                                            Service        this is not currently required and as such
                                                                            Desk           will not be implemented..

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                                                 #    Source                Destination    Definition


                                                 13   Keynote-Sigos         Compuware      Purpose: To provide call centre voice
                                                                            VSM            quality metrics and test results to VSM to
                                                                                           derive and record service impact due to
                                                                                           voice service quality degradation.

                                                                                           Interface Type: Keynote-Sigos to advise.

                                                                                           Frequency: Real-time




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                                        28.       Hardware & Software Requirements
                                        28.1.     EMC ADM Platform Requirements

                                        28.1.1.   AMD Appliances
                                                  The EMC ADM solution is based on a pre-installed server – this is typically referred to
                                                  as an appliance.

                                                  HD DC – 2x AMD Appliances

                                                  Zahraa – 1x AMD Appliance

                                                  Dallah – 1x AMD Appliance




                                        28.1.2.   SPAN Aggregation Switches – Vodafone to provide
                                                  The solution requires SPAN traffic redirection to the AMD appliances. This requires
                                                  network configuration by Vodafone. Dimension Data recommends the use of SPAN
                                                  aggregation switches.

                                        28.1.3.   EMC ADM ERDB Server
                                                  The ERDB server houses the external database to facil itate integration of the ADM to
                                                  the Atrium CMDB. For this Dimension Data requires the following VMware or physical
                                                  server allocated by Vodafone Egypt.

                                                   EMC ADM Server Specification - Can be virtualised with VMware environment


                                                   2GB memory


                                                   Dual core 1.8 GHZ CPU.


                                                   40 GB for the database instance and process files.


                                                   Red Hat Enterprise Linux 4.0


                                                   Oracle 10g R2 (10.2.0.1.0)




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                                                 EMC ADM Server Specification - Can be virtualised with VMware environment


                                                 Perl with the Archive::Zip module.

                                                Table 1: EMC ADM ERDB Server Specification




                                        28.2.   AccessView Platform Requirements

                                                 AccessView Server Specification – Can be virtualised with VMware environment


                                                 2 x Intel™ Xeon™ CPU 3.40GHz processors

                                                 4 GB RAM

                                                 6 x 146GB HDD (3 x Raid 1 + 0 sets)

                                                 RedHat Enterprise Linux 5

                                                 Oracle 9i



                                        28.3.   Compuware Platform Specification
                                                As for the Compuware products the implementation will be done on the following
                                                servers (as the first step). Certain components could be placed on individual
                                                machines, but that decision needs measurements of VFE users (i.e. dashboard usage)
                                                and could maybe later lead to another extra machine, which also could be a virtual
                                                machine.

                                                The operating system and SQL Server instances are expected to be installed and
                                                fitted with latest service packs and hot fixes as depicted in the following sections.

                                                The special hardware appliances (three AMDs plus one AWDS and one VAS server)
                                                are also part of the installation, but not counted here. These systems have already
                                                been delivered to Vodafone.

                                                Backups and UPS systems are the total responsibility of Vodafone. The servers
                                                shouldn’t be part of a domain (in the Microsoft terminology) and local administrative
                                                access must be provided to implementation staff of Intelli/Compuware.

                                                A remote desktop (like Microsoft Terminal Services) is required as well. All servers
                                                must be accessible from a workstation provided in a working room.

                                                This list doesn’t take into account the possible usage of a cold stand -by server for any
                                                of the Vantage components. This should be discussed during implementation and
                                                handled accordingly.




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                                                  Should it be impossible to fulfil any technical specification of one or more machines
                                                  depicted below please contact Intelli/Compuware immediately before choosing another
                                                  option!

                                        28.3.1.   Server A (implementation nickname “Apophis”)
                                                  This server will be used to host VantageAnalyzer’s Nucleus server. Due to the
                                                  expected workload this server will only host the nuke (and a Performance Console for
                                                  administrative access). This server must be “iron”; a virtual machine is not
                                                  recommended.

                                                  Minimum specifications:

                                                   Compuware Server A


                                                   3+ GHz or faster CPU with 2 cores


                                                   8 GB of usable memory.


                                                   120 GB of free disk space on a contiguous partition not being the OS partition


                                                   Windows 2003 operating system


                                                   Two 1GBit-NICs




                                        28.3.2.   Server B (implementation nickname “Bastet”)
                                                  This server is going to host the NetworkVantage server and components. It also hosts
                                                  some other (minor) components (like License Manager) . This server should be “iron”;
                                                  a virtual machine is not recommended.

                                                  Minimum specifications:

                                                   Compuware Server B


                                                   TWO 3+ GHz or faster CPU with 2 cores each


                                                   4 GB of usable memory


                                                   220 GB of free local disk space on a contiguous partition not being the OS partition


                                                   Windows 2003 operating system

                                                   Two or more 1GBit-NICs




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                                                  Server C (implementation nickname “Chensut”)
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                                        28.3.3.
                                                  This server is going to handle VSM and its components. One of these is a Tomcat
                                                  servlet container that handles the dashboards. This component could maybe later
                                                  moved to a separate machine should it be necessary. This server should be “iron”; a
                                                  virtual machine is not recommended.



                                                  Minimum specifications:

                                                   Compuware Server C


                                                   TWO 2,2+ GHz or faster CPUs with 2 cores each


                                                   8 GB of usable memory.


                                                   120 GB of free disk space on a contiguous partition not being the OS partition


                                                   Windows 2003 operating system


                                                   Two or more 1GBit-NICs




                                        28.3.4.   Server D (implementation nickname “ Dedwen ”)
                                                  This server is going to be the main database machine for Vantage. It must provide as
                                                  many CPU cores as possible to take advantage of multitasking. Microsoft SQL Server
                                                  2005 is required to be installed on this machine.

                                                  This server must be “iron”; a virtual machine is not accepted.

                                                  Minimum specifications:

                                                   Compuware Server D


                                                   FOUR 3 + GHz or faster CPUs with 2 cores each


                                                   12 GB of usable memory.


                                                   40 GB of free disk space on a contiguous partition not being the OS partition, to be
                                                   used for SQL Server


                                                   > 1,2 TB disk space to be used as tablespace for databases. SAN or NAS will do as
                                                   well as a separate local storage.


                                                   Windows 2008 operating system with 64-Bit architecture.



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                                                   Microsoft SQL Server 2005 Standard with latest SP and HotFixes.


                                                   Two 1GBit-NICs




                                        28.3.5.   Server E (implementation nickname “Erebos”)
                                                  This server is going to be the VantageView server, used to deliver reports and views.
                                                  This server must be “iron”; a virtual machine is not recommended. Apart from the OS
                                                  an instance of Microsoft SQL Server 2005 is re quired to be installed locally.

                                                  Minimum specifications:

                                                   Compuware Server E


                                                   TWO 2,4+ GHz or faster CPUs with 2 cores each

                                                   4 GB of usable memory.


                                                   200 GB of free local disk space on a contiguous partition not being the OS partition


                                                   Windows 2003 Server operating system.

                                                   Microsoft SQL Server 2005 Standard with latest SP and HotFixes is required to be
                                                   installed locally!

                                                   Microsoft Internet Information Server 6 is required to be installed locally.

                                                   Two or more 1GBit-NICs




                                        28.3.6.   Servers F1 and F2 (implementation nicknames “Freedom 1” and “Freedom 2”)
                                                  These both servers are the agent managers for the ClientVantage robot PC (see next
                                                  section). They are exclusively used for this purpose and must be “iron”, a virtual
                                                  machine is not recommended.

                                                  Due to the nature of working robot PCs the upcoming workload cannot be estimated in
                                                  advance. In certain trouble situation the agent managers might face an overload
                                                  situation. During implementation the implementation team will be able to simulate
                                                  those situations and get a good estimation of workload in critical failure situations.
                                                  There might be the upcoming need of another agent manager, which in that case
                                                  could be a virtual machine. Details         will be fixed during implementation by
                                                  Intelli/Compuware staff after having scripted transa ctions and being able to measure
                                                  workload.


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                                                  The minimum specifications for server F1 are:

                                                   Compuware Server F1


                                                   3 GHz or faster CPUs with 2 cores


                                                   4 GB of usable memory.


                                                   200 GB of free local disk space on a contiguous partition not being the OS partition

                                                   Windows 2003 server operating system.


                                                   Two 1GBit-NICs



                                                  The minimum specifications for server F2 are:

                                                   Compuware Server F2


                                                   3 GHz or faster CPUs with 2 cores


                                                   4 GB of usable memory.

                                                   200 GB of free local disk space on a contiguous partition not being the O S partition


                                                   Windows 2003 server operating system.

                                                   Two 1GBit-NICs




                                        28.3.7.   ClientVantage Robot-PCs (NON-POS)
                                                  In order to perform transaction for other applications than POS there’s a need for
                                                  eight ClientVantage robot PCs. These PC must be “real iron”, a virtual machine is not
                                                  acceptable.

                                                  Each of these must at least fulfil the minimum requirements:

                                                   Compuware robot PC minimum spec


                                                   2,4 GHz or faster CPU with Hyperthreading or two cores

                                                   4 GB of memory


                                                   50 GB (or more) of free local disk space on a contiguous partition



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                                                   Compuware robot PC minimum spec


                                                   Windows XP operating system with 32-Bit architecture       or

                                                   Windows 2003 Server operating system with 64 -Bit architecture

                                                   1GBit-NIC




                                        28.3.8.   Servers G1 and G2 (implementation nicknames “Gaia 1” and “Gaia 2”)
                                                  These both servers are the agent managers for the ClientVantage POS robot PC (see
                                                  next section). They are exclusively used for this purpose and must be “iron”, a virtual
                                                  machine is not recommended.

                                                  In order to scale correctly the number of POS robot PCs is important. One of these
                                                  Gaia servers can handle up to 24 POS robot PCs, so if the number of POS robot PCs
                                                  is going to be not more than 24 we only need one Gaia server (G1).

                                                  Due to the nature of working robot PCs the upcoming workload cannot be estimated in
                                                  advance. In certain trouble situation the agent managers might face an overload
                                                  situation. During implementation the implementation team will be able to simulate
                                                  those situations and get a good estimation of workload in critical failure situations.
                                                  There might be the upcoming need of another agent mana ger, which in that case
                                                  could be a virtual machine. Details        will be fixed during implementation by
                                                  Intelli/Compuware staff after having scripted transactions and being able to measure
                                                  workload.

                                                  The minimum specifications for server G1 are:

                                                   Compuware Server G1


                                                   3 GHz or faster CPUs with 2 cores


                                                   4 GB of usable memory.


                                                   200 GB of free local disk space on a contiguous partition not being the OS partition


                                                   Windows 2003 server operating system.


                                                   Two 1GBit-NICs



                                                  The minimum specifications for server G2 are:

                                                   Compuware Server G2



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                                                   Compuware Server G2


                                                   3 GHz or faster CPUs with 2 cores


                                                   4 GB of usable memory.


                                                   200 GB of free local disk space on a contiguous partition not being the OS partition

                                                   Windows 2003 server operating system.


                                                   Two 1GBit-NICs


                                        28.3.9.   ClientVantage Robot-PCs for POS
                                                  In order to perform scripted transaction there’s a need for a number of PCs. When it
                                                  comes to the POS application this PC can be of the size and performance of that used
                                                  in the Vodafone shops utilizing the POS/W inCash application.

                                                  For each POS that should be checked with a robot PC there is a need for one PC per
                                                  POS location. To cover all POS location a number of 47 PCs will be needed.

                                                  These PC must be “real iron”, a virtual machine is not acceptable.

                                                  The minimum specs for a robot PC used for the POS application is the following:

                                                   Compuware POS robot PC minimum spec


                                                   2 GHz or faster CPU


                                                   2 GB of usable memory

                                                   10 GB (or more) of free disk space on a contiguous partition


                                                   Windows XP operating system with 32-Bit architecture

                                                   One 1GBit-NIC




                                        28.3.10. NetworkVantage Probes (implementation nicknames “P1” to “P8”)
                                                  For the NetworkVantage part a number of eight probes is needed. This section
                                                  describes the hardware requirements for one probe.

                                                  Due to the fact that a probe can handle multiple capture points for monitoring network
                                                  traffic it needs a 64-Bit-PCI bus architecture to be able to handle the traffic. In any
                                                  other case Vodafone is going to take the risk of losing data packets (which cannot be
                                                  detected).

                                                  These PC must be “real iron”, a virtual machine is not acceptable.

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                                                The minimum specs for a NetworkVantage probe is the following:

                                                 Compuware POS robot PC minimum spec


                                                 3 GHz or faster CPU with two cores (no hyperthreading!!!)


                                                 4 GB of usable memory


                                                 180 GB (or more) of free local disk space on a contiguous partition not being the OS
                                                 partition.


                                                 Windows XP Professional operating system with 32-Bit architecture


                                                 One 1GBit-NIC for communication

                                                 TWO Dual-Port NICs with RJ45 (preferable Intel) for capturing! NICs must fit in a 64 -
                                                 Bit-PCI slot!!!




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                                        29.     Receivables
                                                This section documents items that Vodafone Egypt must provide to the project during
                                                implementation.

                                        29.1.   EMC ADM
                                                      1.    Identify a rack where the appliance will be physically installed (1U rack or
                                                            mountable tray per ADM Appliance). The appliance requires a standard
                                                            power outlet.
                                                      2.    Identify the switch locations and SPAN ports (100+ Mbps) to which the
                                                            appliance will be connected.
                                                      3.    Configure the switch SPAN ports to accept data from the designated
                                                            ports/VLANs on the switches. Vodafone Egypt will need to identify the
                                                            ports/VLANs that carry the traffic to be discovered. – (This info is largely
                                                            available through the Server Node List sheets that have been provided)
                                                      4.    Identify the switch user port (100+ Mbps) to which the management port of
                                                            the appliance will be connected.
                                                      5.    Provide RJ45 CAT 5e cables for connectivity to the switches identified in
                                                            the previous sections.
                                                      6.    Provide a working PS/2 keyboard and mouse, and a VGA monitor at the
                                                            rack location in each datacenter for initial setup of the appliance. These
                                                            will be temporarily plugged into the app liance for initial installation.
                                                      7.    Provide the following network data for setup of the management port
                                                            network adapter of the appliance:
                                                            a.    An appropriate IP address.
                                                            b.    A hostname for the appliance.
                                                            c.    A network mask for the IP address.
                                                            d.    A network gateway IP address.
                                                            e.    A DNS server IP address (optional).
                                                      8.    A list of the networks to be discovered (This info is largely available
                                                            through the Server Node List sheets that have been provided).
                                                      9.    All the required IP addresses above must be entered as static addresses
                                                            into the appliance.
                                                      10.   Credential information (WMI and SSH) is needed for detail discovery of the
                                                            main servers that are part of the management scope.
                                                      11.   Provide DHCP network access for the onsite Dimension Data engineer’s
                                                            laptop. This is required for downloading software to the appliance and
                                                            general configuration/management of the appliance.
                                                      12.   Provide a work location with network and phone access. Initially this will
                                                            be for configuring the appliance (over the network) but afterwards the
                                                            Dimension Data System Engineer will spend a significant amount of time
                                                            here reviewing the collected data.
                                                      13.   Oracle 10 Database license for EMC ADM ERDB system.
                                                      14.   Virtual infrastructure for ERDB VMware server.
                                                      15.   Vodafone Egypt to provide an email address to which change notifications
                                                            must be delivered.

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                                                      16.   Vodafone Egypt to provide exact Configuration Item (CI) information to be
                                                            delivered into the CMDB from ADM.

                                        29.2.   BMC Remedy AIE Integration work
                                                In order to complete the ADM to Atrium CMDB integration some work needs to be
                                                done by the Vodafone Egypt Remedy Atrium experts.

                                                Briefly summarized; AlE configuration consists of four main steps.

                                                1. Contact the external data source — the user inputs the ERDB IP address,
                                                credentials and database name into AlE and ensures that AIE is able to see all
                                                relevant tables and views.

                                                2. Construction of data mappings — the user selects a table or view from the source
                                                and maps it to an appropriate BMC class by manually matching source data columns
                                                with their matching BMC class attributes.

                                                3. Creation of data exchanges — the user defines the conditions of a given data
                                                transfer session. These conditions include how many mappings will be performed, in
                                                what order and at what interval.

                                                4. Execution of Data Exchanges — the user either manually executes an exchange, or
                                                an exchange is kicked off at the appropriate time interval.

                                                Please review your BMC AIE documentation for more detailed information on data
                                                mappings and data exchanges.



                                        29.3.   Compuware
                                                      1.    Network elements have the necessary capability to deliver application
                                                            span traffic where this is required. If no span capability is available then,
                                                            network taps may be required to deliver this functionality. Both spanning
                                                            and/or network taps fall under Vodafone responsibility to provide in a
                                                            timely manner.
                                                      2.    Vodafone must provide all monitoring accounts within the monitored
                                                            applications, were applicable. For example, create a test user account
                                                            within Siebel in order for the Vantage systems to be able to perform
                                                            synthetic transactions and validate system performance.
                                                      3.    Vodafone must provide a “dummy” cell phone user (with a “dummy SIM”!)
                                                            to be used in certain applications. Full info is needed by
                                                            Compuware/IntelliSolutions (like name, address, number, PINs etc.).
                                                      4.    Vodafone must provide SPOCs for the different system responsibilities (as
                                                            states in the documentation) and must ensure their availability on short
                                                            notice during the implementation phase. “Short notice” should be regarded
                                                            as not more than an hour.
                                                      5.    Vodafone must provide one SPOC (like project manager) that will be able
                                                            to manage every non-technical matter and who will be availably on short
                                                            notice during the implementation phase.


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                                                      6.    Vodafone must provide a place where the implementation can be done
                                                            with at least five people to work together; that meaning five workstations
                                                            should be available with access to necessary infrastructure elements (like
                                                            Compuware servers) as well as five chairs and enough desk space.
                                                      7.    Vodafone must ensure access credentials for staff (yet to be named) doing
                                                            the implementation. Further security requirements (like any NDS
                                                            statements etc.) must be provided by Vodafone fax or mail at least two
                                                            weeks before beginning of implementation. Names of staff doing the
                                                            implementation will be given at least one week in advance.
                                                      8.    Vodafone must provide an administrator being able to fully admini ster the
                                                            system of his responsibility, and answer upcoming questions. This person
                                                            must not permanently be on-site with Intelli/Compuware staff, but should
                                                            be available during typical business hours on the phone in a reasonable
                                                            time (like one working day). In times of absence a surrogate should be
                                                            named.
                                                      9.    The Client Vantage Agents will be placed in selected areas of the internal
                                                            network (following discussions with Networks team). The agents should be
                                                            able to reach the applications they are monitoring on the p orts used to
                                                            access the application (e.g. if accessing a web portal by internet explorer,
                                                            port 80 or 443 of the application server must be accessible to the agent).
                                                            Also, if accessing a client-server application, the ports used by the
                                                            Vodafone application should be accessible from the client vantage agent.
                                                      10.   Systems must be accessible by a means of remote access (i.e. MS
                                                            Remote Desktops, VNC or alike). This includes all relevant servers as well
                                                            as all ClientVantage robot PCs. Remote access must also provided from
                                                            external via any means of VPN; all necessary credentials should be
                                                            delivered at least one week before beginning of implementation.
                                                      11.   In order to install applications that require a client to be installed for
                                                            ClientVantage scripting (active monitoring) t here might be the need of
                                                            installation media (like CDs or DVDs) for the operating systems. These
                                                            media must be provided by VFE.
                                                      12.   VFE must provide an e-mail address where other systems can deliver
                                                            messages and Vantage Service Manager (VSM) can grab the mails for
                                                            further analysis. This mail address and the corresponding credentials must
                                                            be provided at the beginning of the implementation phase .
                                                      13.   Intelli/Compuware staff will be highly trained folks willing to work overtime.
                                                            VFE must provide the typical business hours and the "final" hours
                                                            (meaning the latest time one must leave the buildings) for work within VFE
                                                            premises. These times will be regarded by Intelli/Compuware staff .




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                                        30.     Assumptions and Dependencies
                                                1.    There are 3 data centers that will form part of the E2E project.
                                                The networks in these data centers have switches with port spanning capabilities that will permit
                                                      us to capture all of the relevant traffic in up to 32 Network Interfaces
                                                The ability to decode SSL is necessary on all sites
                                                AMD Capacity estimates will be provided.
                                                The term Active transaction refers to a measured transaction from mouse click/keystroke to
                                                screen update. Each transaction can be monitored from multiple locations.
                                                Detailed application Server monitoring (J2EE and/or .Net) is for a maximum of 50 CPUs in total.
                                                Server Monitoring will use current server monitoring systems and is provided by Vodafone
                                                Egypt.Network Management will use current network monitoring systems and is provided by
                                                Vodafone Egypt.For business service management, no more than 200 Operating system
                                                instances will be required to be represented in the service model. This can be included as part
                                                of the solution on request. Client Vantage Agentless installation and customization for 10 web
                                                (http/SSL) applications (6 days per application including reports). Client Vantage Active
                                                installation and customization for 60 transactions. (3 transactions per week including reports)
                                                Network Vantage installation and customization for 8 probes. (3 days per network probe).
                                                Vantage Service Manager Installation and customization for 30 applications. (5 days per
                                                application including reports).
                                                Three ADM collector servers and one aggregator server is sufficient.
                                                EMC Smarts ADM is licensed for 150 Managed servers.
                                                Two acquisition devices for environmental alarms per data centre are sufficient.
                                                Vodafone has enterprise licences for Microsoft SQL and Oracle Database Enterprise edition.
                                                Vodafone Egypt has an implemented and licensed BMC Remedy Atrium Integration Engine
                                                      (AIE) which is available for integration from ADM to the CMDB to deliver CI and
                                                      relationship data.



                                        30.1.   Data Center network switch SPAN
                                                Vodafone Egypt will provide and configure two SPAN aggregation switches for the
                                                ADM datacenter solution.

                                                Each SPAN aggregation switch must cater for at least 16 network ports.

                                                Each switch port must be able to cater for GigEthernet.

                                        30.2.   Vodafone Egypt Network and Systems Management
                                                The following diagram depicts the architecture of the existing Vodafone Egypt network
                                                and system fault & performance management tools.




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                                                                                                             Compuware
                                                                                                               VSM




                                                                                                                                         Solar Winds
                                                                       Oracle SPI             HP OV                                     Network Fault         Solar Winds
                                                                                             Operations                                 & Performance        Netflow Module
                                               MS SCOM                                        A.07.26                                      Manager                 v3
                                                                       Websphere            PHSS_34594                                     v9.1SP5
                                                                       SPI



                                                                                                                                        Solar Winds
                                                                        HP OV                                  HP OV
                                                                                            HP OV Insight                                 Network
                                                                      Performance                           Network Node
                                                                                              Manager                                   Configuration
                                                                       Manager                              Manager v7.5.1
                                                                                                                                        Manager v5.1




                                                                                                                  HP
                                                                                                             Performance
                                                                                                               Insight




                                              Active Directory,
                                             DNS,DHCP, SQL,
                                                                            125 Device Licenses                  1000 Device Licenses      1000 Device Licenses         Unlimited Device       Unlimited Device
                                          Exchange , Clusters, File
                                                                                                                                                                            Licenses               Licenses
                                          Servers, Windows base
                                             OS, Fax Services




                                                        Figure 3: VFE Network & Systems Management




                                        30.3.           Compuware Limitations
                                                        The following hardware, licensing and effort limitations exist. Each is to be considered
                                                        a hard limit that cannot be changed without a formal change request.



                                                                      14.        The networks in these data centers have switches with port spanning
                                                                                 capabilities that will permit us to capture all of the relevant traffic in up to
                                                                                 32 Network Interfaces. Either the required span ports can be provided or
                                                                                 network taps will be used. This must be stated by Vodafone two weeks
                                                                                 before the implementation start, as network taps may require more NICs in
                                                                                 our probes!
                                                                      15.        The term “Active Transaction” refers to a measured transaction from
                                                                                 mouse click/keystroke to screen update. Each transaction can be
                                                                                 monitored from multiple locations.
                                                                      16.        A maximum of 150 autochecks from Client Vantage will be deployed.
                                                                      17.        A maximum of 30 active transactions from Client Vantage will be scripted
                                                                                 and set up.
                                                                      18.        Up to 8 Network Vantage probes will be placed inside Vodafone’s
                                                                                 corporate network in the three locations in the Cairo vicinity.
                                                                      19.        Detailed application server monitoring (J2EE and/or .Net with the product
                                                                                 VantageAnalyzer) is for a maximum of 50 CPU cores in total.


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                                                      20.   Element monitoring (servers) metrics will be delivered by HPOV. Elevated
                                                            information to VSM and VSM capabilities to report are directly linked to the
                                                            capabilities that HPOV or any other monitoring tool can deliver to Vantage.
                                                      21.   A total of six (6) monitoring system integrations are to be delivered with
                                                            VSM, not including the Vantage family tools (Agentless, Client Vantage,
                                                            Network Vantage, Vantage Analyzer). An indicative list is provided below:
                                                            a.   VSM – BMC Atrium Integration
                                                            b.   VSM – HPOV Integration
                                                            c.   VSM – Keynote Sigos Integration
                                                            d.   VSM – EMC ADM Integration
                                                            e.   VSM – General SNMP trap integration
                                                            f.   VSM – general SMTP (Mail) integration
                                                      22.   For business service management, no more than 200 Operating system
                                                            instances will be required to be represented in the service model. This can
                                                            be included as part of the solution on request.
                                                      23.   Any further (over and above) requests for implementation or training as
                                                            depicted from this document and the RFP response , should be based on a
                                                            separate agreement.
                                                      24.   Change requests handled within the project may lead to limitations in
                                                            software licenses, hardware or man effort. For these cases, these requests
                                                            are subject to negotiations and possibly a separate agreement.
                                                      25.   Possible software, H/W or man effort limitations can be overcome over
                                                            separate agreements as stated above. (e.g. additional licenses).




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                                        31.     Notes
                                                Once the E2E solution implementation starts and also once the E2E solution has been
                                                implemented the solution owners should be part of the Vodafone Egypt Change
                                                Process. This is required to ensure that the solution remains accurate and monitors
                                                all systems and applications correctly after change to the environment.



                                        31.1.   Change Requests
                                                Change requests are necessary to document changes from the original plan. They
                                                might lead to differences in effort, duration (of tasks and/or whole project) and costs
                                                (usually extra payments to be done by the customer).

                                                Any change request (CR) must be applied in written form (a suggested doc will be
                                                handed over to project management with beginning of the implementation phase).
                                                Either the customer or the contractor can set up any chang e request.

                                                A change request must specify needs and wishes as well as detailed description of
                                                the desired things to change. Any change request must be evaluated and accepted by
                                                the contractor (who will state estimations of effort, duration, costs and techni cal
                                                equipment) and thus will lead to half a day of more effort, payable by the customer,
                                                regardless of whether or not the customer is going to accept the CR or not!



                                                Work will be done according to the project plan. Should there be a delay for which
                                                Intelli/Compuware staff is not responsible VFE should take into account that
                                                implementation staff might leave due to booked flights or legal restrictions, in which
                                                case the further delay will not be called Intelli/Compuware's fault.




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                                        32.     Glossary of terms

                                                 Term             Desciption




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                                        33.     Appendices
                                        33.1.   Appendix 1: Network SPAN Requirements
                                                This section will list the consolidated list for All network devices, interfaces/VLANs
                                                and how many SPAN probes requires this SPAN traffic. We also need to describe in
                                                this table which SPAN feeds need to carry 100% traffic and which can contain partial
                                                data/packets.



                                        33.2.   Appendix 2: Product Descriptions
                                                Add to this section elaborate product overview as needed.

                                        33.3.   Appendix 3: Optional Capabilities
                                                Describe in this section what is further possible but out of the immediate scope of this
                                                project.

                                                Subject to Change Variation Order (CVO).




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                                        34.     Approval Page
                                                The undersigned have reviewed this document and are in agreement that it satisfies
                                                Dimension Data quality requirements for this type of document.

                                        34.1.   Vodafone Egypt

                                                 Person              Capacity               Signature                Date




                                        34.2.   Dimension Data

                                                 Person              Capacity               Signature                Date


                                                                     System Engineer

                                                                     Project Manager




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                                        35.     Revision history
                                                This document is not page amendable and it shall be published in its entirety for each
                                                next revision.

                                                 Revision             Revision Date    Change Reference
                                                 Number




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                                        36.     Document Identification Page

                                                 Customer Project Authority:           Vodafone Egypt


                                                                                       Vodafone Egypt E2E Solution

                                                 Customer Reference:                   SOW



                                                 Document Number:                      1.0




                                                 Baseline:



                                                 Document Status:



                                                 Approval Authority:                   André Esterhuysen



                                                 File Location:                        VFE E2E Product Requirement Specification
                                                                                       v1.0.docx


                                                 Author:                               Andre Esterhuysen




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