Belgium – IT services: consulting, software development, Internet and support – Implementation observability tool

The subject of the procedure is the award of a new framework agreement for the acquisition, implementation, support and maintenance of an observability framework for Sibelga's IT environment. The framework covers end-to-end observability and monitoring of infrastructures, applications, integrations, user journeys and critical IT services. It includes, among others, the following capabilities:

• Monitoring of infrastructures and associated technical components, including servers, operating systems, containers, databases, middlewares, application-related network components, message queues, APIs and integration platforms.

• End-to-end monitoring of applications and transactions, with capabilities for anomaly detection, accelerated diagnostics, dependency analysis and root cause identification.

• Monitoring of user experience, both real and synthetic, for critical applications and user journeys.

• Collection, centralisation, normalisation, correlation and exploitation of telemetry data, including metrics, events, logs and traces.

• Provision of dashboards tailored to different roles and levels of responsibility, including management, IT operations, application teams, NOC/support and application and service owners.

• Definition, measurement and tracking of service level indicators, including SLI/SLO, golden signals and error budgets, as well as associated alerting mechanisms.

• Integration with existing ITSM tools and processes, including incident, problem, change, escalation, reporting and service review management.

• Implementation of intelligent alerting mechanisms, enabling noise reduction, alert correlation, prioritisation based on business impact and routing to responsible teams.

• Analysis of the impact on critical IT services and business services, based on dependencies between users, applications, technical components and the services concerned.

The objective of the contract is to conclude a cascade framework agreement with all tenderers who have submitted a compliant offer. The highest-ranked tenderer, according to the award criteria, will be considered the active award winner. The other tenderers whose offer is compliant will be considered reserve award winners. Their contract will be activated in the event of failure of the active operator (cascade). Furthermore, Sibelga reserves the right to contract the licences directly with the supplier of the selected framework.