B08 Attachment 0032 AITSC_v9-3_Final.pdf

UNCLASSIFIED

NETC-OP-O-OTH-19-138-v1

NETCOM

Army Information Technology

Services Catalog (AITSC)

This document supersedes AITSC Catalog V9.2, dated August 15, 2019

Version 9.3

16 Aug 2019

This document is not to be distributed or changed without express permission from the Network Enterprise Technology Command (NETCOM). This document contains information EXEMPT FROM MANDATORY DISCLOSURE under the Freedom of Information Act (FOIA). Exemption 5 applies (internal advice, recommendations, and subjective evaluations that are reflected in records pertaining to the decision-making process of or among agencies).

DISTRIBUTION

This document is intended for use by US Government agencies and their Contractors doing business with the US Army Network Enterprise Technology Command. This document is for information purposes only and is not to be construed as directive in nature or official policy.

This document is available by request from NETCOM, ATTN: NETC-CBO, 2133 Cushing Street, Fort Huachuca, Arizona 85613-7070 ii

THIS PAGE INTENTIONALLY LEFT BLANK

iii

DISCLAIMER

The contents of this document are not to be construed as an official Department of the Army position unless so designated by other authorized documents. The use of trade names in this document does not constitute an official endorsement or approval of the use of such commercial hardware or software. Do not cite this document for the purpose of advertisement.

CHANGES

Refer requests for all changes that affect this document to:

NETCOM

ATTN: NETC-OP

2133 Cushing Street Fort Huachuca, AZ 85613-7070

DISPOSITION INSTRUCTIONS

Destroy this document when no longer needed. Do not return it to the organization. Safeguard and destroy this document with consideration given to its classification statement requirements.

DERIVATIVE CLASSIFICATION

Classification of this document is in accordance with item 7.4.4, Strategic Command Instruction (SI) 7520-1, dated 15 July 2009.

X

ERIC S. TOLLEFSON

Col. In/49 Director, Command Business Office

TIMOTHY P. NORTON

COL, GS

Chief of Staff iv

This document was prepared by: This document was coordinated by:

DOUGLAS M. TREFTZ BILLY J. BUSSE

ITSM Division, CBO CIV ITSM Division Chief, CBO, CIV v

DOCUMENT REVISION LIST

DATE DESCRIPTION OF CHANGE ORGANIZATION

14 Dec 2016 This document was updated to address Enterprise Customer services, supporting services, and capabilities.

NETCOM G-5 ITSM

Branch

09 May 2017 This document was updated to the current NETCOM template.

NETCOM G-5 ITSM

Branch

29 Jun 2017 Added supporting services and capabilities back into the AITSC FY 2018.

NETCOM CBO, ITSM

Division

29 Nov 2017

Added Cost to Mission Funded services. Added Incident Management and Request Fulfillment Priority Matrix. Removed description line c NETCOM Line of Service/Service #/Domain and line H tables for metrics for all customer facing services. Removed line B NETCOM Line of Service/Service #/Domain for supporting services and capabilities.

NETCOM CBO, ITSM

Division

18 Dec 2017 Added 2d TSB MF services and CONUS mission funded services with cost derived from SLA tool and 7th SC (T) Services Catalog for FY2016.

NETCOM CBO, ITSM

Division

14 Jan 2019

Updated Mission Funded cost with updated SLA Pricing Tool. Updated Priority Matrix graphic and definitions. Updated services graphic. Removed costs replaced with Support Agreement (SA) requirements.

NETCOM CBO, ITSM

Division

1 Feb 2019 Removed SLA Pricing Tool services from AITSC.

Moved supporting services and capabilities from Chapter 4 to Appendix D.

NETCOM CBO, ITSM

Division

29 Mar 2019 Removed Mission Funded (MF) Service Cost Surcharge Model

NETCOM CBO, ITSM

Division

27 Jun 2019 Updated AES customer service information.

NETCOM CBO, ITSM

Division

5 Aug 2019 Updated Impact numbering to correct order.

NETCOM CBO, ITSM

Division

15 Aug 2019 Updated CONUS Mission Funded Services including Physical Server Hoteling.

NETCOM CBO, ITSM

Division vi vii

EXECUTIVE SUMMARY

This document is the authoritative source for identifying and describing Network Enterprise Technology Command (NETCOM) baseline services available to NETCOM customers and NETCOM supported end users in conjunction with the current Command, Control, Communications, Computers, and Information Management (C4IM) Services List. The Army IT Services Catalog (AITSC) enables authorized users to order baseline services through the Army Enterprise Service Desk (AESD), Enterprise Service Management System (ESMS), or AITSC web portal in a standardized manner.

A standard description of each baseline service is outlined with availability, responsibilities, and service level targets.

viii ix

TABLE OF CONTENTS

1. Introduction

1.1 Purpose

1.2 Scope

2. Enterprise IT Services

2.1 Army IT Services Management

2.2 The Information Technology Service Management (ITSM) Framework

2.3 Key ITSM Terms

2.4 Service Request (SR) and Incident Resolution Times Matrix

3. Army Enterprise Customer Services

3.1 Above Baseline Standard Workstation ELA Software

3.2 Army Enterprise SharePoint Solution (AES)

3.3 Application Hosting

3.4 Application Hoteling

3.5 Circuit Service

3.6 Common Access Card

3.7 Communications Security (COMSEC) Service

3.8 Communications Tower Service

3.9 Continuity of Operations (COOP) and Operations Plan (OPLAN) Support

3.10 Data Network Planning

3.11 Defense Enterprise E-mail (DEE)

3.12 Frequency Request

3.13 Installation VTC

3.14 Mobility

3.15 Network Resource Access

3.16 Network Service

3.17 Non-Trunked Tactical Radio (NTTR) Customer Requirements Validation

3.18 Organizational E-mail

3.19 Print Service

3.20 Spectrum Verification

3.21 Storage Service

3.22 Telecommunications OPLAN Support

3.23 Telephone Service

3.24 Voice Bridge Service

3.25 Voice over Internet Protocol (VoIP) Phone Service

3.26 Workstation Service

4. Mission Funded Services

4.1 Service Agreements (SA) for MF Services

x

4.2 Combatant Command (CCMD) Service Model

4.3 SLA Pricing Tool

4.4 European Theater MF Services

4.5 CONUS Theater MF Services

5. Army Enterprise Service Desk (AESD)

5.1 Points of Contact (POC)

Appendix A. References ........................................................................................... A-1

Appendix B. Acronyms and Abbreviations ............................................................. B-1

Appendix C. Definitions ............................................................................................ C-1

Appendix D. Army Enterprise Supporting Services ............................................... D-1

List of Tables

Table 1. SR Resolution Time

Table 2. Incident Resolution Time

Table 3. Bulk Configuration of Life-cycled Workstations SLA Target

Table 4. RMF and Accreditation Customer Responsibilities

Table 5. Long Haul and Commercial Leased Circuit Customer Responsibilities

Table 6. INMARSAT Customer Responsibilities

Table 7. Iridium Customer Responsibilities

Table 8. RMF and Accreditation Customer Responsibilities

List of Figures

Figure 1. Enterprise Services Management Integrated Services Types

Figure 2. Enterprise Prioritization Model

1. Introduction

The Army Information Technology Services Catalog (AITSC), uses non-technical terms and a standardized approach to describe customer baseline information technology (IT) services available to Network Enterprise Technology Command (NETCOM) customers.

Customer baseline services are requested through request fulfillment process using the AITSC and Enterprise Services Management System (ESMS). Enterprise baseline services are delivered from a mature or fully developed and fielded capability. The Command, Control, Communications, Computers, and Information Management (C4IM) Services List details the tasks needed to effectively provide the services to the customer. These services are provided on a non-reimbursable basis where applicable.

Specific responsibilities for the costs of baseline services are addressed in the Requesting User/Organization Responsibilities paragraph for each service. For informational purposes only, the AITSC includes descriptions for Mission Funded (MF) services, supporting services, and capabilities.

1.1 Purpose

The purpose of the AITSC is to catalog the mature and fully operational IT services available through the request fulfillment process to Army customers and Army supported end users. The AITSC presents Army enterprise IT services with standardized descriptions in order to provide Army customers and Army supported end users the opportunity to understand the service and, as a result, better communicate their requirements when ordering or requesting required operational enterprise baseline services. Army enterprise IT services are categorized as either an end user service, a supporting service, or capability. This document presents the customer view of the AITSC in non-technical terms and is similar to other Department of Defense (DoD) and commercial IT services catalogs.

1.2 Scope

The AITSC advertises the Army baseline services currently available to Army customers and Army supported end users. This services catalog is the authoritative source for all personnel and organizations authorized to order baseline services.

Chapter 2 of the AITSC presents an overview of the Army enterprise IT services model.

Chapter 3 of the AITSC describes the current enterprise and customer baseline services offerings in detail for Army customers and Army supported end users. Chapter 4 of the AITSC identifies common theater MF services and references the NETCOM SLA Pricing Tool. The SLA Pricing Tool is the “single” view for all planned agreement costs related to the delivery of an IT service. Appendix D of the AITSC details the Army enterprise supporting services and capabilities.

Chapter 3 of the AITSC describes each baseline customer service using the following descriptors:

Service Description

Service Request (SR) options

MF options for this service

Customers

Requesting user/organization responsibilities

Service provider responsibilities

Non-Army user costs

Authorized service time

2. Enterprise IT Services

Army enterprise IT services consist of baseline and MF services. Army Commands (ACOM), Direct Reporting Units (DRUs) and Army Service Component Commands (ASCCs) and Army Combatant Commands (ACCs) or Combatant Commands (CCMDs) (Par. 4.3) are responsible for resourcing those services listed as MF services.

2.1 Army IT Services Management

Army IT Services Management consists of managing three separate but integrated service types: customer services, supporting services, and capabilities. The C4IM Services List describes the technical tasks required to support the delivery of services.

DoD Enterprise Service Management Framework (DESMF) and Army Enterprise Service Management (AESM) are used to manage the delivery of the services, illustrated in Figure 1. The three service types are:

Customer services are enterprise baseline and MF services that may be ordered by an Army customer or Army supported end user that are provided through a service request.

Customer baseline services are described in detail in chapter 3 of this document.

Common MF services for the customer are listed in chapter 4 of this document.

Supporting services are those services used to deliver customer services.

Capabilities enable and/or directly support the management and delivery of services.

Appendix D contains enterprise baseline supporting services and capabilities information.

Figure 1 illustrates the current enterprise customer facing services, supporting services, and capabilities within the Army portion of the Department of Defense Information Network Operations (DODIN-A).

Figure 1. Enterprise Services Management Integrated Services Types

2.2 The Information Technology Service Management (ITSM) Framework

The Army ITSM is governed by the DESMF. The DESMF provides guidance in order to standardize IT service management across the DoDIN for organizations. It is the integration of best business practices, frameworks, and standards in order to define a department-wide IT service management approach. It is a ‘service oriented’ framework that focuses on creating and managing services throughout their service lifecycle.

2.3 Key ITSM Terms

The key ITSM terms in this document are referenced in Appendix C.

Supporting Services and Capabilities

Customer Services

Application Hoteling

COOP &

OPLAN

Support

Above Baseline

Standard ELA Software

AES CAC

Circuit Service

Communicati ons Tower

Service

COMSEC

Service

Data Network Planning

Defense Enterprise

Email

Frequency Request

Mobility

Network Resource

Access

Network Service

Organizationa l Email

Print Service

Telecommunica tions OPLAN

Support

Storage Service

Voice Bridge Service

VoIP Phone Service

Installation

VTC

Workstation Service

Telephone Service

NTTR

Customer

Requirements Validation

Spectrum Verification

Application Hosting

Army Golden Master

ACAS

COMSEC

Supporting

Service

Cyber Security Service

Emergency Services

Infrastructure

EDS&A

EP-DNS

ESMS

GEF

HBSS

JRSS

Mass Warning Infrastructure

Service

NMS

Non-Tactical Radio

Infrastructure

PKI

SAAG

SIMS

SYSMAN

Telephone Infrastructure

Service

Transport Infrastructure

Service

VTC

Infrastructure

Service

VoIP Infrastructure

Service

Web EOC Infrastructure

Service

Web Hosting Infrastructure

Service

2.4 Service Request (SR) and Incident Resolution Times Matrix

A service request is a formal request from a user for something to be provided.

Army customers and Army supported end users are offered the services described in Chapter 3 of the AITSC.

An incident is an unplanned interruption to a service.

The prioritization of SRs and incidents are calculated based on the impact and urgency of the IT service requested.

The resolution standards tables below do not apply to Commanders Critical Information Requirements (CCIR) events. CCIRs that are designated as major incidents are managed through the Major Incident Management process.

Table 1. SR Resolution Time

Priority Resolution Time

Critical 24 hours

High 48 hours

Medium 3 business days

Low 10 business Days

Table 2. Incident Resolution Time

Priority Resolution Time

Critical 24 hours

High 40 hours

Medium 22 business days

Low 32 business days

Figure 2 shown below; illustrates the Calculating Priority Model.

Figure 2. Enterprise Prioritization Model

(1) Impact: Impact is a measure of the scope. The scope applies to both SR and incidents. The more widespread the service(s) affected by the incident are, the greater the rating (0 (zero) is the highest, 3 is the lowest). The four levels of Impact ratings are:

(a) 0 - Extensive: Affecting the Enterprise or multiple Theaters.

(b) 1 - Significant: Affecting a single Theater.

(c) 2 - Moderate: Affecting one or more Bases/Posts/Camps/Stations.

(d) 3 - Minor: Affecting one or more non-priority end users.

Urgency: Urgency measures how quickly a response is required. It is based on operational requirements. SR and Incidents have separate definitions. Urgency ratings are divided into four levels. with 1 being highest and 4 being lowest:

(a) 1 - Critical:

(1) The incident affects a core infrastructure or service, especially those that are heavily used by operating forces which requires immediate resolution to continue the mission. The incident requires immediate resolution for enterprise service operation.

(2) SR requires immediate fulfillment for enterprise service operation.

(b) 2 - High:

(1) The incident results in a complete loss of functionality, or the affected service is completely unusable by the end user. Operating forces can complete their mission although they have to work around the incident.

(2) SR fulfillment is essential but not critical to operational performance.

Priority user service request.

(c) 3 - Medium:

(1) The incident may cause significant degradation of service involving loss of major functionality. Although services may still be running, key features are missing. The incident impact is significant to mission performance.

(2) SR fulfilment is required and impact is significant to mission performance.

(d) 4 - Low:

(1) The incident may cause modest performance or effectiveness impairment. Affected end users still have access to the core functionality, but are likely to be less efficient in the performance of their duties. The incident is routine with low or modest impact to the mission.

(2) SR fulfillment is routine and low or modest impact to the mission.

3. Army Enterprise Customer Services

The AITSC is structured with information about live enterprise customer services, supporting services, and capabilities. Authorized Service Time for customer services consists of Service and Support Availability. The enterprise standard for service availability for all services is twenty-four hours a day, seven days a week (24x7) unless stated by exception in the authorized service time paragraph of the service description.

Authorized Support Availability defines the time an IT service provider is available to provide SR or incident support. The enterprise standard for Support Availability for Network Enterprise Center (NEC) is 0700 - 1700 daily on non-holiday workdays unless stated by exception in the Authorized Service Time. The enterprise standard for Regional Cyber Center (RCC) Support Availability for all services is 24x7.

3.1 Above Baseline Standard Workstation ELA Software

The Above Baseline Standard Workstation Enterprise Licensing Agreement (ELA) software applications are: Adobe, Adobe DC, Microsoft Project, Microsoft Visio; or standard software developed for desktop applications officially approved for use on the DODIN-A with a valid Authority to Operate (ATO).

SR Options: Add or Remove Above Baseline Standard Workstation ELA Software.

MF enhanced options for this service: None.

Customers: Priority and Non-Priority Users.

Requesting User/Organization Responsibilities:

(1) The Authorized Service Agent (ASA) must submit a new SR through AESD or ESMS portal for installation of Above Baseline Standard Workstation ELA software and non-ELA software applications.

Cost of Above Baseline Standard Workstation ELA software licenses and non-ELA software licenses.

Obtains a Risk Management Framework (RMF) “Assess only” certificate.

Information to obtain a RMF Assess Only assessment is available at https://army.deps.mil/NETCOM/sites/RMF/csdwiki/assessonly.aspx. RMF “Assess only” assessment process replaced Certificate of Networthiness (CON) process. The CON process was sunset as of 2 Jul 2018. RMF Assess Only assessment is required for non- ELA software or commercial off the shelf (COTS) software for use on the DODIN-A.

CONs are valid until their current expiration date. Current CON information is located at the Networthiness SharePoint Portal:

https://army.deps.mil/NETCOM/sites/nw/CoNApproval/Lists/Networthiness%20Data/NW PublicView.aspx

Service Provider Responsibilities:

(1) Installs approved and licensed Above Baseline Software.

https://army.deps.mil/NETCOM/sites/nw/CoNApproval/Lists/Networthiness%20Data/NWPublicView.aspx https://army.deps.mil/NETCOM/sites/nw/CoNApproval/Lists/Networthiness%20Data/NWPublicView.aspx

Performs release management including commercial software, standard software and new systems releases electronically.

Installs software updates, security patches, vendor patches, service packs, and service releases.

Provides local touch labor services including installation, troubleshooting, and software updates, security updates, vendor patches (e.g. service packs, service releases, etc.) when electronic application means do not exist.

Non-Army User Costs: Per SA.

Authorized Service Time:

(1) Service Availability: 24 x 7 less scheduled downtime.

(2) Support Availability: 0700-1700 daily on non-holiday workdays.

3.2 Army Enterprise SharePoint Solution (AES)

Army Enterprise SharePoint is an enclave that rides across a global virtual server stack. Each site location’s network hardware/software is the same, so the enclave can be purchased for each site. The main hubs are located in the Army Data Center Consolidation Plan (ADCCP) Industry Data Centers. AES brings all Army installations together for collaboration and data sharing. AES is available for both Non-classified Internet Protocol Routing Network (NIPRNet) and Secure Internet Protocol Routing Network (SIPRNet).

This global enclave houses organizationally managed sites, called site collections. The site collections are areas containing discussion boards, activity streams, document collaboration, granular searches, communities of practice, built-in workflows, and other features to document, expand and share knowledge.

SR Options:

Add, modify or remove Organizational AES portal NIPRNet.

Add, modify or remove Organizational AES portal SIPRNet.

MF enhanced options for this service:

(1) Dedicated 24x7 support, 1 seat=5 personnel.

(2) Additional storage at the main site in 100 GB increments.

Organizational OneDrive cloud storage.

Individual OneDrive cloud storage.

NIPR Site Hosting Package: including 24/7 support, 25 site collections, 100GB per site collection.

Public Site Hosting Package: including 24/7 support, 25 site collections, 100GB per site collection.

Customers: Army commands, Army organizations, and Army agencies.

Requesting User/Organization Responsibilities:

(1) The ASA must submit a new SR through AESD or ESMS portal.

End-users must maintain NIPRNet/SIPRNet access.

User must maintain the minimum security-clearance requirement of Secret.

Service Provider Responsibilities:

(1) Install, configure, and administer AES system.

(2) Operate and maintain AES system.

(3) Perform full data backup weekly and incremental backup daily.

Non-Army User Costs: Per SLA.

Authorized Service Time:

(1) Service Availability: 24 x 7 less scheduled downtime.

(2) Support Availability: 24 x 7 less Federal Holidays.

3.3 Application Hosting

Enterprise applications are hosted in an Army Enterprise Data Center (AEDC). The AEDC is a tiered data canter. “Tiered data centers are defined as those that utilize each of the following: 1) a separate physical space for IT infrastructure; 2) an uninterruptible power supply; 3) a dedicated cooling system or zone; and 4) a backup power generator for prolonged power outages.” Defined in Memo M-16-19 Subject: Data Center Optimization Initiative (DCOI).

SR Options:

(1) Infrastructure as a Service (IaaS) provides virtual servers, memory, storage, a virtualization layer, and network resources for highly-available, secure virtual environments. IaaS virtual environments are deployed based on customer specific requirements and can be scaled up or down upon request to meet customer needs.

This allows for elasticity of demand and the customer only pays for allocated cloud resources.

MF enhanced options for this service:

(1) Hosting of local applications require a SA with the local IT service provider.

Customers: Army commands, Army organizations and Army agencies.

Requesting User/Organization Responsibilities:

(1) The ASA must submit a new SR through the ESMS portal or AESD.

(2) Completes the application hosting/migration requirements form from Army Application Migration Pre-assessment Tool (AAMPT) (https://aampt.army.mil/aampt/) and attach the completed form to ESMS SR. AAMPT is hosted by Army Application Migration Business Office (AAMBO).

https://aampt.army.mil/aampt/

Costs of migration and hosting service IAW the established SLA.

Performs application management (incident management, patching, upgrading, problem management, etc…).

Ensures that an Army Rationalization Plan is approved for any non-standard applications that require hosting in an AEDC.

Service Provider Responsibilities:

(1) Support team personnel at each AEDC will provide governance and ensure full integration and continuity of operations, Enterprise Computing Operations and Service Center (ECOSC) http://ecosc.army.mil/ will have liaison teams located at each AEDC throughout the Army’s theaters of operation.

(2) A business process cell coordinates with service providers and Army enterprise computing customers to ensure SLAs meet customer requirements and to ensure that the service provider can provide the service.

(3) Customer Relationship Management (CRM) team works with customers for onboarding, hosting changes, incident management, and change management in the Enterprise Computing Environment (ECE). In the case of onboarding and hosting changes, the ECOSC will coordinate with the AAMBO and AAMBO-like functional offices to ensure proper application assessments.

(4) ECOSC provides the customer with an Army Hosting Comparison Matrix for hosting decision.

Non-Army User Costs: Per SA.

Authorized Service Time:

(1) Service Availability: 24 x 7 less scheduled downtime.

(2) Support Availability: 0700-1700 daily on non-holiday workdays.

3.4 Application Hoteling

Army conducts application hoteling in AEDCs and non-AEDCs. Tiered AEDCs are responsible for installation, operation, and maintenance of physical servers (with or without direct attached storage), network-attached storage equipment, or other physical equipment in support of a single application or suite of applications on behalf of a customer. It is then considered to be “hoteled”. Hoteling is intended to be for a finite period, usually the time required for the application owner to migrate the application into a cloud environment, or for a fixed period of time as the application is sunset and replaced by a new application in a cloud hosting environment. Non-AEDCs are used to hotel local resources.

SR Options: Add or remove customer server from hotel data center.

MF enhanced options for this service: None.

Customers: Army commands, Army organizations and Army agencies.

Requesting User/Organization Responsibilities:

http://ecosc.army.mil/

(1) Application owner fails over their application to their COOP location, shuts off the primary equipment, and relocates the primary equipment onto a pallet to be shipped to the AEDC, where it is installed, configured, and returned to “nominal” operations.

(2) Application owner buys all required new equipment and ships it to the AEDC, where the application owner (or AEDC personnel, depending on SLA) sets it up, transfers “current state” of databases, and once the new equipment is carrying the load, the application owner terminates the old primary gear. Disposition of that equipment is owner’s responsibility.

(3) Maintains application Information Assurance compliance requirements.

(4) Maintains RMF requirements for applications.

(5) Costs associated with hardware and software.

(6) Ensures applications are capable of using shared data center infrastructure including circuits, routers, switches, firewalls, and load balancers.

(7) Costs associated with new rack space and new cabling.

(8) Provides and maintains all server documentation.

Service Provider Responsibilities:

(1) Physical installation of functionally compliant servers that have current and properly licensed software to the local data center.

(2) Performs release management, including commercial software, standard software, and site license management for new system releases managed by the NEC.

(3) Assists users in identifying service requirements and developing appropriate technical specifications consistent with user needs.

(4) Provides advice on automating functions, integrating requirements with existing capabilities, communication requirements, control and administration of systems, types of information management systems, operating systems, equipment;

and infrastructure compatibility. The customer/requesting organization not the service provider is responsible for all documentation.

(5) The NEC will make available recommended equipment and software lists.

Non-Army User Costs: Per SA.

Authorized Service Time:

(1) Service Availability: 24 x 7 less scheduled downtime.

(2) Support Availability: 0700-1700 daily on non-holiday workdays.

3.5 Circuit Service

Circuit service includes design, installation, and maintenance of dedicated circuits in support of fire alarms, intrusion alarms, elevator emergency intercoms, telemetry (Official Special) and other safety/security systems/monitoring control systems required throughout an Army installation. This also includes special types of circuits such as:

Monitoring/Control Circuit (e.g., water, fuel, command destruct transmitters, read back receivers, range operations, flight terminal equipment/software, and Public Address Circuit)

Fire Circuit

Safety Circuit

Security Circuit

SR Options:

(1) Add, modify or remove monitor/control circuit.

(2) Add, modify or remove fire circuit.

(3) Add, modify or remove safety circuit.

(4) Add, modify or remove security circuit.

MF enhanced options for this service: None.

Customers: Army commands and Army organizations with a requirement for specialized circuits.

Requesting User/Organization Responsibilities:

(1) The ASA must submit a new SR through the ESMS portal or AESD.

(2) The ASA is required to fill Completes and attaches a local SR Department of the Army (DA) Form 3938.

(3) Coordinates with the service provider for planning and site preparation of remodeled or new facilities.

(4) Initially meets and continually maintains physical security requirements.

(5) Submits a change request with system designs attached.

(6) Submits a change request to start, change, amend, or retire the circuit.

Service Provider Responsibilities:

(1) Coordinates all actions necessary to activate the circuit within the facility.

(2) Designs and installs the circuit at the facility.

(3) Maintains the circuit according to standards and specifications.

Non-Army User Costs: Per SA.

Authorized Service Time:

(1) Service Availability: 24 x 7 less scheduled downtime.

(2) Support Availability: 0700-1700 daily on non-holiday workdays.

3.6 Common Access Card

A Common Access Card (CAC) is a Public Key Infrastructure (PKI) enabled smart card that provides the following security functions:

Authentication: The process of proving one's identity.

Privacy/confidentiality: Ensuring that no one can read the message except the intended receiver.

Data Integrity: Assuring the receiver that the received message has not been altered in any way from the original.

Non-repudiation: A mechanism to prove that the sender really sent this message.

SR Options: NA

MF enhanced options for this service: NA

Customers: All military, civilians and contractors.

Requesting User/Organization Responsibilities:

(1) Submits CAC request using their unit Standard Operating Procedure (SOP).

Service Provider Responsibilities:

(1) Processes the request and create a CAC.

(2) Issues the CAC to requestor.

(3) Receives the CAC from the requestor upon expiration or revocation.

Non-Army User Costs: Per SA.

Authorized Service Time:

(1) Service Availability: 0700-1700 daily on non-holiday workdays.

(2) Support Availability: 0700-1500 daily on non-holiday workdays.

3.7 Communications Security (COMSEC) Service

COMSEC Keying Material Support service provides accountability of COMSEC keying material up to the level of Top Secret (TS) for NEC managed equipment and units without an organic COMSEC account (includes mobilizing units and units in training, such as Component 2 and Component 3).

COMSEC Support provides the ability to store, account, control, and destroy all TS COMSEC keying material for tenant organizations, mobilizing units and units in training (Component 2 and Component 3) in the absence of Division or Corps COMSEC account.

SR Options: Request COMSEC keying material.

MF options for this service: COMSEC Support.

Customers: Army commands, Army organizations, and Army agencies without an organic COMSEC account.

Requesting User/Organization Responsibilities:

(1) The ASA must submit a new SR through the ESMS portal or AESD.

(2) Orders, receives, accounts for, issues, and safeguards the keying material in support of the COMSEC equipment or Controlled Cryptographic Items (CCI).

(3) Operates and maintains the COMSEC facility.

(4) Operates and maintains communication equipment residing in the NEC including the controlled communication closet/facility that supports the NEC managed infrastructure, such as property book accountability of the equipment up to TS.

(5) Laterally transfers COMSEC items to the NEC for asset control.

(6) Provides the validated COMSEC hand receipt holders with the proper classification of the equipment.

(7) Performs local element compliance inspections of all hand receipt holders receiving support from the NEC.

(8) Ensures all reporting suspense’s are met for both CCI and COMSEC incidents. The initial reports are required within the 24-72 hours depending on the type of incident.

Service Provider Responsibilities:

(1) Coordinates and publishes the inspection schedules in accordance with (IAW) Army Regulations (AR) 380-40, Technical Bulletin (TB) 380-41, and NEC COMSEC operating procedures.

(2) Installs the Cryptographic key onto the equipment and/or system.

(3) Reports CCI and COMSEC violations within 24 hours of the incident.

Non-Army User Costs: Per SA.

Authorized Service Time:

(1) Service Availability: 0700-1700 daily on non-holiday workdays.

3.8 Communications Tower Service

Communications tower service identifies the available antenna space for mission antennas on NEC-managed communications towers.

SR Options: Request space for mission antenna on NEC managed communications tower.

MF enhanced options for this service:

(1) Antenna installation.

(2) Antenna maintenance.

Customers: Army commands and Army organizations with a requirement for a locally hosted antenna.

Requesting User/Organization Responsibilities:

(1) The ASA submits a new SR through the ESMS portal or AESD.

(2) Provides antenna.

(3) Cost for installation of antenna.

(4) Cost for maintenance of antenna.

Service Provider Responsibilities:

(1) Finds space, if available, for the requesting organization provided antenna.

(2) Maintains the communications tower.

(3) Installs the antenna as a fee for service.

(4) Maintains the antenna as a fee for service.

Non-Army User Costs: Per SA.

Authorized Service Time:

(1) Service Availability: 0700-1700 daily on non-holiday workdays.

(2) Support Availability: 0700-1700 daily on non-holiday workdays.

3.9 Continuity of Operations (COOP) and Operations Plan (OPLAN) Support

The applicable service provider will provide written guidance to requested inquiries regarding COOP and OPLAN support.

SR Options:

(1) Request COOP guidance.

Request OPLAN guidance.

MF enhanced options for this service:

(1) OPLAN Support per SA.

Customers: Army commands, Army organizations, and Army agencies.

Requesting User/Organization Responsibilities:

(1) The ASA must submit a specific written COOP or OPLAN inquiry request through the ESMS portal or AESD.

Provides the current COOP or OPLAN with the written inquiry.

Service Provider Responsibilities:

(1) Provides a written response to requesting organization for a COOP or OPLAN support inquiry.

Non-Army User Costs: Per SA.

Authorized Service Time:

(1) Service Availability: 0700-1700 daily on non-holiday workdays.

Support Availability: 0700-1700 daily on non-holiday workdays.

3.10 Data Network Planning

Data Network Planning Service includes designing, engineering, and the development of the contract specifications for network equipment such as network connectivity to support building energy management, and monitoring systems in support of the Military Construction, Army (MCA) and Unspecified Minor Military Construction, Army (UMCA) projects and local minor constructions, renovations and expansion projects.

SR Options: Request Data Network Planning support.

MF enhanced options for this service: None.

Customers: Army commands, Army organizations, and Army agencies.

Requesting User/Organization Responsibilities:

(1) The ASA must submit a new SR through the ESMS portal or AESD.

Monitoring standards utilized in solicitation or contractual documents.

Service Provider Responsibilities:

(1) Cost of energy solutions.

Cost of utilities.

Maintenance of baseline services.

Non-Army User Costs: Per SA.

Authorized Service Time:

(1) Service Availability: 0700-1700 daily on non-holiday workdays.

Support Availability: 0700-1700 daily on non-holiday workdays.

3.11 Defense Enterprise E-mail (DEE)

The Department of Defense Enterprise E-mail (DEE) service provides secure cloud-based e-mail to the DoD Enterprise that is designed to increase operational efficiency and facilitate collaboration across organizational boundaries.

DEE Non-classified Internet Protocol Router Network (NIPRNet) provides secure access to NIPRNet e-mail, calendars, and a DoD address list anywhere, at any time, from any place, whether stationary or mobile. DEE provides for sharing individual, organizational, and resource calendars and a global address list (GAL) across the DoD.

E-mail can be accessed with the Outlook client on your government workstation or any web browser using Outlook Web Application (OWA). Unclassified OWA can be accessed from the NIPRNet and internet with a CAC and CAC reader.

DEE NIPRNet and SIPRNet service offerings include:

Basic Class Service available for NIPRNet authorized user mailboxes, has a 512 Megabyte (MB) mailbox size and no archival storage. Every Army CAC holder is provided at least a Basic Class mailbox.

Business Class Service available for NIPRNet and SIPRNet authorized user mailboxes, has a 512 MB mailbox with 3.5 Gigabyte (GB) on archival storage.

Non-Person Entity (NPE) account is a business class mailbox available for organizational mailboxes and calendar. NPE's include audio/visual (A/V) conference bridges, portable A/V devices, vehicles, rooms, and other equipment/computers.

DEE SIPRNet includes messages authorized to the classification level of North Atlantic Treaty Organization (NATO) SECRET. Provides secure access to SIPRNet e-mail, calendars, and a DoD address list anywhere, at any time, from any place, whether stationary or mobile.

DEE SIPRNet Business Service available for SIPRNet authorized user mailboxes, has a 512 MB mailbox with 3.5 GB on archival storage.

SR Options:

(1) Add, modify or remove DEE NIPRNet Basic Class Service.

(2) Add, modify or remove DEE NIPRNet Business Class Service.

Add, modify or remove DEE NIPRNet NPE.

Add, modify or remove DEE SIPRNet Business Class Service.

Add, modify or remove DEE SIPRNet NPE.

Add, modify or remove DEE Journaling.

(1) DEE Journaling is available for select Business Class Mailboxes. The purpose of the Journaling enhancement is to adhere to legal and regulatory requirements, DEE provides the ability to retain copies of all messages and their attachments sent to and from mailboxes selected for journaling. These are stored in a separate, secure mailbox, often referred to as the message journal. Users are unable to delete or modify content contained in this mailbox, and messages are retained for a period of ten years.

Customers: Military, DA Civilians and contractors supporting the Army mission.

Requesting User/Organization Responsibilities:

(1) The ASA must submit a new SR through the ESMS portal or AESD.

Provides access to OWA or Outlook client.

Obtains and maintain CAC.

Service Provider Responsibilities:

(1) Those requirements IAW current the Army Chief Information Officer (CIO)/G6 and Defense Information Systems Agency (DISA) SLA.

Non-Army User Costs: Per DISA SLA.

Delivery Standards: IAW current CIO/G6 and DISA SLA.

3.12 Frequency Request

Local installation provides mission radio frequencies (RF).

SR Options:

(1) Request Frequency.

MF enhanced options for this service: None.

Customers: Army commands, Army organizations, and Army agencies with a requirement for mission frequencies.

Requesting User/Organization Responsibilities:

(1) The ASA must submit a new SR through the ESMS portal or AESD.

Submits an RF Request IAW AR 5-12 and local supplemental regulations.

Service Provider Responsibilities:

(1) Assists installation units in obtaining frequency assignments and clearance for operations, training and equipment acquisition.

(2) Assigns and updates authorized radio frequencies (narrow band digital trunk radio service).

(3) Submits the frequency request to the appropriate frequency management office to support mission requirements and external agencies operating in the local spectrum.

Non-Army User Costs: Per SA.

Authorized Service Time:

(1) Service Availability: 0700-1700 daily on non-holiday workdays.

(2) Support Availability: 0700-1700 daily on non-holiday workdays.

3.13 Installation VTC

NETCOM provides an enterprise capability to communicate via video and audio for both point-to-point and multi-point conferences across the Continental United States (CONUS). Initial deployment of Army Enterprise Internet Protocol - Video Teleconference (IP-VTC) solution in CONUS Theater. Enterprise video and audio services are implemented by telecommunications bridges and a combination of Virtual Network Computing (VNC) operated and DoD provided networks. In CONUS, the Army Enterprise IP-VTC; hereafter referred to as the IP-VTC, will be deployed into eight (8) regions. These regions will be aligned with eight (8) Regional Security Stacks (RSS) and will provide support to all other CONUS sites. The Army Enterprise IP-VTC will permit users to communicate between various networks and when fully implemented, will reduce operating costs, improve VTC performance and quality, and interconnect with dissimilar VTC equipment vetted through the DoD Unified Capabilities (UC) program. The IP-VTC enables intra-CONUS VTC calls among CONUS non-secure and secure end-points, and enables inter-theater calls through the CONUS regional infrastructure to external or global VTC end-points.

SR Options:

(1) Request NIPRNet VTC time on schedule.

(2) Request SIPRNet VTC time on schedule.

MF enhanced options for this service:

(1) Mission VTC Suite per SA.

(2) Mission Specific Sensitive But Unclassified (SBU) and Secret VTC per SA.

Customers: CONUS customers with Army Enterprise IP-VTC Multi-Level Secure suites that can connect to any end-point external to the CONUS network (e.g., Outside Continental United States (OCONUS), joint, industry, and command-specific VTC systems.

Requesting User/Organization Responsibilities:

(1) The ASA must submit a new SR through the ESMS portal or AESD.

Service Provider Responsibilities:

(1) The Second Regional Cyber Center-Western Hemisphere (2RCC-WH) manages call control infrastructure and its functions.

Non-Army User Costs: Per SA.

Authorized Service Time:

(1) Service Availability: 0600 – 1800 daily on non-holiday workdays.

(2) Support Availability: 0700 – 1700 daily on non-holiday workdays.

3.14 Mobility

The Defense Mobility Unclassified Capability (DMUC) offers a suite of carrier-agnostic mobile devices and capabilities such as Mobile Device Management, the Mobile Application Store (MAS) (offering business and personal use mobile applications), application vetting and approval, and a dedicated mobile Virtual Private Network (VPN) capability to securely connect to enterprise services.

SR Options: DISA- provided service.

MF enhanced options for this service: NEC Touch Labor per SA.

Customers: Army commands, Army organizations, and Army agencies.

Requesting User/Organization Responsibilities:

(1) The ASA submits a new SR through the ESMS portal or AESD.

(2) Verifies the user has active network access and a CAC.

(3) In addition to the Carrier Service Plan, the organization must pay the set cost of $4.31 per month for FY 2018/2019, per device (this includes a 2.5% Defense Information Technology Contracting Office [DITCO] fee).

(4) Purchases the device and Carrier Service Plan before entry into the DMUC program. Reviews a list of currently approved devices in the DMUC Device Memo, with required Government-Furnished Equipment (GFE), and purchases it through the organizational contracting office or an approved Blanket Purchase Agreement (BPA).

The selected device and the selected Carrier Service Plan are paid for by Army agencies separate and apart from the Defense Working Capital Fund (DWCF) Service.

(5) Validates compatibility with Secure/Multi-purpose Internet Mail Extensions (S/MIME). Army agencies who require S/MIME for DEE must purchase an approved smart card reader for each commercial mobile device. All device accessories are at the expense of the mission partner (requesting organization).

(6) Verifies that the Carrier Service Plans are on a government contract, can be coordinated through the organizational contracting office, and are contracted by the organization before entry into the DMUC program.

(7) Verifies that every end user signs the DMUC End User License Agreement (EULA) and has a valid CAC.

(8) Validates that Army agencies can submit free mobile application requests and that paid mobile applications are added to the MAS at no cost for the application validation process. Costs of paid applications and/or licenses are the responsibility of the customer (requesting organization).

Service Provider Responsibilities:

(1) The AESD provides analyst 1 support for the requesting organization and users as a baseline service.

(2) The local NEC serves as the communications conduit between the user and the commercial service provider.

Non-Army User Costs: IAW DISA SLA at https://disa.mil/Enterprise- Services/Mobility.

Authorized Service Time: IAW DISA SLA.

3.15 Network Resource Access

NIPRNet Access: NIPRNet access provides authorized users with a single sign on Active Directory (AD) account to access the approved NIPRNet DODIN resources based on identity and access management.

SIPRNet Access: SIPRNet access provides authorized users with a single sign on AD account to access approved SIPRNet DODIN resources based on identity and access management.

Elevated Permissions: Elevated permissions accounts provide access for administrators or specialty accounts based on duties, training and security clearance requirements.

Applications Permissions: Applications accounts and permissions provide access to applications based on duties, training and security clearance requirements.

SR Options:

(1) Add, modify or remove NIPRNet user access.

(2) Add, modify or remove SIPRNet user access.

(3) Add, modify or remove NIPRNet elevated permissions access.

(4) Add, modify or remove SIPRNet elevated permissions access.

(5) Add, modify or remove NIPRNet application permissions access.

(6) Add, modify or remove SIPRNet application permissions access.

(7) Add, modify or remove Wireless Personal Electronic Devices (PED) user accounts.

(8) Add, modify or remove VPN access.

(9) Add, modify or remove ASA access.

MF enhanced options for this service: None.

Customers: Military, DA civilians, and contractors in support of Army missions.

Requesting User/Organization Responsibilities:

(1) The ASA submits a new SR through the ESMS portal or AESD.

(2) Validates NIPRNet Network Access Requirements:

(a) User completed and signed DD Form 2875.

(b) User completed Cyber Awareness Training with certificate.

(c) User signed Acceptable Use Policy (AUP).

Verifies SIPRNet Network Access Requirements:

(a) User completed and signed DD Form 2875.

(b) User completed Cyber Awareness Training certificate.

(c) User signed AUP.

(d) Current Derivative Classification certificate for the user.

https://www.cdse.edu/popular/derivative.html or http://www.cdse.edu/stepp/index.html

(e) The ASA submits an SR to the AESD with the required documentation posted to the Army Training and Certification Tracking System (ATCTS) prior to account creation.

https://federation.eams.army.mil/sso/authenticate/?u=https%3a%2f%2fatc.

us.army.mil%2fiastar%2findex.php&m=GET&r=t

Service Provider Responsibilities:

(1) Creates user accounts in the appropriate Army AD Organizational Unit (OU).

(2) Service or system owners provide access management plans to service providers to identify account requirements and permissions.

(3) Creates account or grants permission base on approved access plan.

Non-Army User Costs: Per SLA.

Authorized Service Time:

(1) Service Availability: 0700-1700 daily on non-holiday workdays.

(2) Support Availability: 0700-1700 daily on non-holiday workdays.

3.16 Network Service

Network service provides for the installation and maintenance of local area network (LAN) connection points from a user location into the DODIN-A. The typical LAN drop consists of a wall outlet with an Ethernet jack and Ethernet cable connecting the jack to a LAN switch.

SR Options:

(1) Add, modify or remove NIPRNet LAN drop.

http://www.cdse.edu/stepp/index.html https://federation.eams.army.mil/sso/authenticate/?u=https%3a%2f%2fatc.us.army.mil%2fiastar%2findex.php&m=GET&r=t https://federation.eams.army.mil/sso/authenticate/?u=https%3a%2f%2fatc.us.army.mil%2fiastar%2findex.php&m=GET&r=t

(2) Add, modify or remove SIPRNet LAN drop.

MF enhanced options for this service: LAN expansion.

Customers: Army commands, Army organizations, and Army agencies.

Requesting User/Organization Responsibilities:

(1) The ASA submits a new SR through the ESMS portal or AESD.

The requesting organization is responsible for providing the user with an Ethernet cable that has sufficient length to connect from the user’s computer to the LAN drop.

Cost of LAN expansion, if the additional LAN drop exceeds current LAN switch capacity.

Service Provider Responsibilities:

(1) Provides the Ethernet jack and Ethernet cable from the wall jack to the first LAN switch.

Installs, moves, or removes the Ethernet jack and Ethernet cable to the first LAN switch.

Non-Army User Costs: Per SA.

Authorized Service Time:

(1) Service Availability: 0700-1700 daily on non-holiday workdays.

Support Availability: 0700-1700 daily on non-holiday workdays.

3.17 Non-Trunked Tactical Radio (NTTR) Customer Requirements Validation

Review and validate customer requirements for end user radio devices prior to purchase.

SR Options: Validation of customer NTTR requirements.

MF enhanced options for this service: None.

Customers: Army commands, Army organizations, and Army agencies with a requirement for NTTR.

Requesting User/Organization Responsibilities:

(1) The ASA must submit a new SR through the ESMS portal or AESD.

Submits a completed NTTR requirements form IAW local policy.

If NTTR requirements are approved, purchases NTTR devices.

Service Provider Responsibilities:

(1) Validates customer requirements.

Provides approval or disapproval recommendation for the purchase NTTR devices.

Non-Army User Costs: Per SA.

Authorized Service Time:

(1) Service Availability: 0700-1700 daily on non-holiday workdays.

Support Availability: 0700-1700 daily on non-holiday workdays.

3.18 Organizational E-mail

Organizational E-mail operates using the Automated Message Handling System (AMHS), which is a multi-level secure, high mission, assurance system for the…