B08 Attachment 0030 Current System and Service Profile 31 Aug 21.pdf

Current System and Service Profile

UNCLASSIFIED//FOUO 1

Offerors shall consider the following information on the current operating environment in the development of their response to this request for proposal:

The current operating environment has approximately 14,018 NIPR/SIPR Government resolvers supporting 449,859 end users for C4IM services, 1.348M end users for Enterprise services, and at least 1.348M devices.

The resolvers are located as follows:

Network CONUS PAC EUR KOR SWA/Other Total

NIPR 7083 579 2988 630 718 11998

SIPR 201 198 1416 49 156 2020

Total 7284 777 4404 679 874 14018

Ticketing in the current operating environment is supported by four ITSMs as follows:

ITSM Ticketing Use

COTs Interfaces Virtual Machines (VMs) (Prod, Dev, Test, Train) and Storage (GBs)

NIPR

ESMS

Supporting

NIPR C4IM

services

BMC

Remedy V9.2;

pending update to V20.02

EAMS-A/Single Sign On

NETPLUS/TMS

(Local Telephony)

ARCYBER Data warehouse

DISA JRSS

NETCOOL

SPECTRUM

DCOD

CONUS 48 VMs, 41,536 GBs

PAC 23 VMs, 13,200 GBs

EUR 30 VMs, 15,800 GBs

KOR 20 VMs, 12,000 GBs

SWA 17 VMs, 10,800 GBs

UNCLASSIFIED//FOUO 2

ITSM Ticketing Use

COTs Interfaces Virtual Machines (VMs) (Prod, Dev, Test, Train) and Storage (GBs)

ARMS

(Scheduling Application)

SIPR

ESMS

Supporting

SIPR C4IM

services

BMC

Remedy

V9.2;

pending update to V20.02

EAMS-A/Single Sign On

NETCOOL

CONUS 48 VMs, 41,536 GBs

PAC 23 VMs, 13,200 GBs

EUR 30 VMs, 15,800 GBs

KOR 20 VMs, 12,000 GBs

SWA 17 VMs, 10,800 GBs

NIPR

AESD

CRM

Supporting

NIPR

Enterprise Services

ServiceNow

(SNOW)

Orlando

EAMS-A/Single Sign On

VMs allocated per SNOW standard recommendations; 2500 GB’s used as of Sep 2020 / Rate Approximately 750 GB’s per year

SIPR SIF Supporting

SIPR

Enterprise Services

BMC

Remedy v9.1.03

EAMS-A/Single Sign On

VMs NA; 63 GB's used as of 23 Sept 2020 / Rate = Approximately 15 GB's per year

The diagram on the following page depicts the ESMS architecture.

UNCLASSIFIED//FOUO 3

UNCLASSIFIED//FOUO 4

The NIPR ESMS 2019 Ticket Volumes for NIPR C4IM services by month are:

Month CONUS PAC KOR EUR SWA Total

Jan 124,356 8,897 10,114 15,765 NA 159,132

Feb 102,239 8,598 9,591 14,831 NA 135,259

Mar 120,069 13,225 9,102 19,472 NA 161,868

Apr 81,922 7,797 5,928 12,638 NA 108,285

May 75,868 6,995 5,543 13,188 NA 101,594

Jun 92,098 8,595 7,661 15,325 NA 123,679

Jul 101,888 10,173 9,382 16,437 NA 137,880

Aug 212,325 9,848 7,758 14,760 NA 244,691

Sep 141,666 8,208 7,977 13,955 NA 171,806

Oct 113,863 9,874 10,808 14,537 NA 149,082

Nov 83,959 7,620 8,934 11,210 NA 111,723

Dec 92,397 6,945 7,194 12,746 NA 119,282

Total 1,342,650 106,775 99,992 174,864 NA 1,724,281

UNCLASSIFIED//FOUO 5

The SIPR ESMS 2019 Ticket Volumes for SIPR C4IM services by month are:

Month CONUS PAC KOR EUR SWA Total

Jan 1,548 59 0 2,424 NA 4,031

Feb 1,455 51 0 1,978 NA 3,484

Mar 1,575 74 0 1,725 NA 3,374

Apr 1,540 58 0 1,192 NA 2,790

May 1,279 64 0 1,363 NA 2,706

Jun 1,531 56 0 1,969 NA 3,556

Jul 1,436 61 0 962 NA 2,459

Aug 919 72 0 2,079 NA 3,070

Sep 1,640 54 0 2,149 NA 3,843

Oct 1,662 80 0 2,466 NA 4,208

Nov 2,298 67 0 1,915 NA 4,280

Dec 1,396 72 0 1,691 NA 3,159

Total 18,279 768 0 21,913 NA 40,960

UNCLASSIFIED//FOUO 6

The NIPR AESD CRM 2019 Ticket Volumes for NIPR enterprise services by month and SIPR SIF 2019 Ticket Volumes for SIPR enterprise services by month are:

Month NIPR AESD

CRM

SIPR SIF

Jan 37,182 4,679

Feb 30,135 5,295

Mar 31,761 5,370

Apr 34,808 4,880

May 34,080 5,089

Jun 33,293 5,257

Jul 34,983 5,628

Aug 37,355 5,114

Sep 32,587 5,364

Oct 36,986 5,399

Nov 32,687 4,341

Dec 33,097 4,104

Total 408,954 60,520

UNCLASSIFIED//FOUO 7

In 2019, AESD handled all 408,954 NIPR enterprise services tickets in the NIPR AESD CRM and 60,520 SIPR enterprise services tickets in the SIPR SIF. During the same period, AESD also handled 511,744 of the 1,724,281 NIPR ESMS C4IM services tickets as shown below:

Month CONUS PAC KOR Total

Jan 31,203 6,407 8,916 46,526

Feb 24,290 5,522 7,145 36,957

Mar 30,536 7,996 7,509 46,041

Apr 29,071 7,904 7,111 44,086

May 28,219 7,177 6,543 41,939

Jun 26,283 5,951 6,220 38,454

Jul 28,740 7,441 6,623 42,804

Aug 29,885 7,449 5,836 43,170

Sep 30,525 6,057 5,298 41,880

Oct 31,478 7,253 7,430 46,161

Nov 31,179 5,525 6,381 43,085

Dec 30,382 4,962 5,297 40,641

Total 351,791 79,644 80,309 511,744

AESD acts as cyber elements or real time sensors providing situation awareness for Operational Command and Control (C2) and operates 24x7x365 from a primary location and has a secondary Continuity of Operations (COOP) location. User support for incident handling is characterized in the AESMF.

AESD has the following general attributes:

• Global contact, incident, problem handling, and service request capability for multiple user communities

• Supported by live agents, knowledge bases, and other service desk tools

• Provides Tier 0 user self-service website and a consolidated view of multiple user touch points (i.e., call, web, mobile/text, and others)

UNCLASSIFIED//FOUO 8

• Provides for skills-based routing through an Automatic Call Distributer (ACD) configuration

• Executes call management to ensure the call load is balanced

• Provides flexible pre-call, in-call, and post-call scripting

• Provides real time call transfer, monitoring, and escalation

• Provides configurable, AESMF-compliant workflows with liaison to multiple Tier 2 support organizations and interoperability to existing Government workflow systems

• Provides troubleshooting for remote user desktop computers

• Has automatically generated metrics for call/ticket handling/resolutions by type

• Has embedded capabilities for analysis, quality assurance, and process improvements

• Uses structured processes for introducing new types of calls or workflows for services concurrent with ongoing AESD activities

• Uses structured processes for reviewing metrics/actual call content to make changes to ACD (e.g., Interactive Voice Response (IVR)) configuration, scripts, and agent training

• Has structured training and cross training to place agents in seats

• Has a knowledge base to support agents, self-service, and operations analysis.

The process of moving Tier 0 and Tier 1 support for a user community to AESD is known as onboarding. In the execution of the onboarding process, specific support elements such as self-service materials, business processes, agent training, service levels, and escalation liaison are identified in order to tailor AESD activities to the user community and service owner support needs.

Tier 0 and 1 User support for incident handling may be characterized as follows:

• Tier 0 Self Service – Tier 0 is defined as self-help, requiring no direct contact between an End User and a Customer Service Agent. The user is able to access a web-based portal to consult frequently asked questions, reference material, knowledge bases, or other information to resolve an incident. If the user is not able to resolve their issue through use of the various knowledge tools, the user is able to initiate a ticket, which describes the incident, problem, or service request, before sending it to a support organization to triage the incident for resolution activities.

• Tier 1 – The support organization that has the initial contact with the user and initiates tickets, as required, for issues. Tier 1 Customer Service Agents are subdivided into 1-1, 1-2, and Entitlement Manager groups, as follows:

UNCLASSIFIED//FOUO 9

o Tier 1-1 Agents are call center-based and provide non-dispatched basic problem assistance for issue resolution delivered via telephone, email, web form, or other online communication channel. Agents in this group usually do not have elevated privileges; however, they may have basic skill sets to assist users in resolving issues, which could have otherwise been resolved by the user. This resolution may be accomplished using basic scripts describing the steps to resolve the basic issue. These agents are usually designated as General Users in the systems.

o Tier 1-2 Agents are call center-based and provide non-dispatched advanced problem assistance for issue resolution for issues that cannot be resolved quickly (within 15 – 30 minutes) and efficiently by Tier 1-1 agents delivered via telephone, email, web form, or other online communication channels. These agents make the computing environment less vulnerable by correcting flaws and implementing controls in the hardware or software installed within their operational systems. These agents generally are required to have limited elevated privileges on local workstations to accomplish their tasks. These agents will be designated as Technical I (Tech I) users after completing required training above the General User level.

Tier 1 Entitlement Managers (EM) are the primary personnel who implement provisioning and change requests. EMs are responsible for managing the usage of Defense Enterprise Email (DEE) within their area of responsibility (AOR), and their specific privileges are determined and assigned by their corresponding Group Manager (GM). EM responsibilities can include managing DEE user and Non Persona Entity (NPE) mailboxes, granting and managing user entitlements, and managing distribution lists.