Attach 31 SOO Appendix A-DES TO 001 Services Summary 120220.docx

Services Definitions/Responsibilities for Defense Enclave Services (DES)

· Application and Hosting

· Access to Virtual Server Hosting – Provide access for users.

· Dedicated Server Hosting – Management and maintenance of server hosting, physical servers/racks and software; may include rack and cabling Layer 1 for servers as required.

· Software Management – Distribution and management of software for local workstation users (Tracking, delivery, scheduling of software distribution).

· Cyber Security

· Authorizing Official – Provide support, access and management for Authorizing Officials accounts and actions.

· Auditing Support – Provide support, access and management for Auditing Support accounts and actions.

· Access Control Services – Management and support of ACS software/services for DoDNet.

· Certification & Accreditation – Management and support for the certification & accreditation for services provided by DES.

· Endpoint Security – Management and support for the protection of endpoints on the network (Laptop, IP Phones, wireless devices etc.).

· Firewalls – Management and support of physical and virtual firewalls on the network.

· Identity Management (IdM) – Management and support of the software and/or services related to identity and access management. Ensure users have the correct access over the network.

· Incident Reporting – Address and escalate reported incidents through the network – Operational Incidents, Security Incidents.

· Network Security – Perform management of equipment related to network security; integrate, install, follow technical compliance policies, and practices adopting industry best practices to prevent unauthorized access, misuse, modification or monitoring of the network.

· Patching Services – Management, testing and deployment of patches with the intent to update, fix, or improve network and systems; remove end of life, end of support services.

· Scanning Services – Establish and provide management for network scanning services that provide vulnerability reports and cyber readiness.

· Software Assurance – Management and support of software used over the network. Ensure software is free of vulnerabilities and working as intended; removal of software that is end of life/end of support.

· End User Support

· Collaboration/UC Services – Provide support for unified collaboration platforms. (IM, Presence, Voice, Mobility).

· Conference Room A/V Support – Management and support of conference room A/V equipment. Ensure proper functionality of equipment to include: hardware, cabling, patch panels, etc.).

· End User Computing Devices – Management and support of end user computing devices, ensure devices are properly installed, configured and distributed to users.

· End User Voice Devices – Provide users with configured voice devices, address troubleshooting of devices (VoIP Phone, Softphone, Mobile phones, etc…).

· Scanners/Peripherals – Management of multifunction devices such as printers, scanners, and other end user peripherals, ensure the devices are properly configured and operational.

· Software Licenses – Management of licenses for multiple software across the network, ensure license counts are optimal and software distributed and accessible for users.

· VIP Tier – Management and support of VIP members within multiple-agencies on-site, closing out any support/issues tickets.

· Workstation Support – Troubleshooting of user’s workstation. (Installations, configurations, maintenance, and repairs).

· Storage Service

· Basic Storage/Shared Drives – Management, maintenance and support of storage availability for users over the network.

· Backup and Recovery – Provide data recovery solution for disaster recovery and failover

· Replicated Storage – Management of the global data repository.

· Storage COOP – Ensure data is available in the event of a contingency.

· Virtual Server Storage – Management, maintenance, and support of virtual server storage accessed by users over the network.

· Message and Directory Services

· Directory Services/GAL Services – Provide management, support, access and maintenance for Directory services/Gal Services and software for machine objects, users object and other related configuration items.

· Fax Capability - Installation, implementation, and management of fax devices, ensure the devices are properly configured and operational.

· Network Access Services

· Cabling Termination – Provide physical Layer 1 support, and installation for agencies as needed.

· Circuits - Engineering – Provide support to mission partner’s site in designing circuit requirements (size, type, diversity/redundancy, etc) based on services needed/required.

· De-Militarized Zone (DMZ) – Management and configuration of DMZ facing networks

· DNS & DHCP – Management, support and configuration of DNS & DHCP through the network.

· Internet Access Point (IAP) – Management of network devices that lead up to the IAP, ensure the network is readily accessible for users.

· Network Infrastructure – Manage and control DoDNet hardware and software resources to enable network connectivity, communication, services and operations.

· Network Monitoring – Provide network-monitoring capabilities; use, management and support of tools to check network health, interruptions, alerts, outages, failing components etc.

· Organization LAN (COI/VRF) – Management, support and configuration of an organization’s local area network. Ensure proper Virtual Routing and Forwarding is enabled for improve local network availability.

· Remote Access/VPN – Management, support and configuration of a Virtual Private Network (VPN). Ensure users not using the LAN can have private and secure access to the SSP Network.

· Wireless Network Services – Management, support, and configuration of devices that provide wireless network access to agencies for DoD Government Furnished Equipment (GFE).

· Virtual Desktop Infrastructure (VDI) – Configuration and operation of the virtual endpoint infrastructure.

· IT Services Management

· Backup & Storage – Configuration, management, and support of data recovery services. Operate storage services for data management to include: Virtualization, replication, mirroring and compression

· Change & Configuration - Ensure all changes are assessed, approved, implemented and reviewed in a controlled manner.

· Database Management – Management, operations of databases supporting the DES Network.

· Data Sharing – Collaboration of data in a controlled manner and which complies with DoD guidelines.

· IT Asset Management – Management of assets throughout their lifecycles to balance service requirements, and compliance.

· IT Performance Management – Management and support of tools that impact organizational plans, goals and objectives, customer satisfaction, productivity, expenditures, and confidence in the IT service provider.

· IT Portfolio Management – Management and support of the services offered to meet the mission at the appropriate level, entire lifecycle of the service, from the time service is requested, until it is decided that the service will be discontinued and decommissioned.

· IT Training Materials – Provide or support the creation of Standard Operating Procedures (SOP’s), Tactics, Techniques and Procedures (TTP’s), and other documentation regarding training and usage of IT technologies related to the network.

· Life Cycle Management – Provide support and management over the IT services component through its life (Development, growth, maturity/stability and decline/end of life/end of support).

· Network Operations – Manage, control, and monitor one or more network infrastructures.

· Network Operations Center (NOC)/ Security Operations Center (SOC)/Operations Center - Management of a command center designed to, control, and monitor one or more network infrastructures; to include equipment such as servers, switches, routers, firewalls, etc. NOC to be staffed 24x7x365. Security Operation Center is comprised of a team organized to detect, analyze, respond to and report on and to prevent cybersecurity incidents within an enterprise network.

· Release & Deployment – Management and support for deploying releases into the live environment in a controlled manner; ensure the integrity of the live environments are protected and correct components are released.

· Request Fulfillment – Support and fulfillment of service requests from users and routing of each request to the appropriate process for handling within accepted service levels.

· Service Desk (Tier0-3) – Provide service desk services tier 0 through 3 for Agencies under the Single Service Provider Network.

· Video Services

· IP TV – Distribution and management of services platforms that provide video over Internet Protocol.

· Video on Demand – Management of services and/or platforms that provide video content on demand service.

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