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Service Category
| NORAD USNORTHCOM IT Service Catalog | | | |
| Catalog Index | | | |
| Service Category | Service Identification | Service | Service Owner |
| 1. Information Transport | 1.1 | Defense Information System Network (DISN) Service | DISA |
| 1.2 | Defense Switched Network (DSN) Service | 21/721 CS |
| 1.3 | Defense Red Switch Network (DRSN) Service | 21/721 CS |
| 1.4 | Deployable Communications Service | N-NC/J63 |
| 1.5 | International Communications Interoperability | N-NC/J63 |
| 1.6 | Interagency Communications Interoperability | N-NC/J63 |
| 2. Network Distribution | 2.1 | Local Area Network Service | N-NC/J66 |
| 2.2 | Remote Access Service | N-NC/J66 |
| 2.3 | Public Internet Service | N-NC/J66 |
| 2.4 | Unclassified Telephone, Voice, & Fax Service | N-NC/J66, 21/721 CS |
| 2.5 | Classified Telephone, Voice & Fax Service | N-NC/J66, 21/721 CS |
| 2.6 | Facilities Cable Plant Service | N-NC/J66 |
| 2.7 | Rich Media Service | N-NC/J66 |
| 2.8 | Cross-Domain Service | N-NC/J66 |
| 2.9 | Canada Communications Interoperability | N-NC/J664 |
| 2.10 | N2C2 Video Distribution Service | N-NC/J66 |
| 3. Computing Services | 3.1 | End-User Computing Service | N-NC/J66 |
| 3.2 | Data Storage Service | N-NC/J66 |
| 3.3 | Server Service | N-NC/J66 |
| 3.4 | Print Service | N-NC/J66, DLA |
| 3.5 | Mobile Client Device Service | N-NC/J66 |
| 3.6 | Copy Service | N-NC/J66 |
| 4. Application Services | 4.1 | Standard Office Automation Service | N-NC/J66 |
| 4.2 | Messaging Service | N-NC/J66 |
| 4.3 | Portal and Web Service | N-NC/J66 |
| 4.4 | Collaboration Service | N-NC/J66 |
| 4.5 | Database Service | N-NC/J66 |
| 4.6 | Print Server Service | N-NC/J66 |
| 4.7 | Domain Service | N-NC/J66 |
| 4.8 | File Service | N-NC/J66 |
| 4.9 | Continuity of Operations and Disaster Recovery | N-NC/J66 |
| 5. Technical Management | 5.1 | Service Monitoring Services | N-NC/J66 |
| 5.2 | Technology Integration Lab Service | N-NC/J66 |
| 5.3 | Circuit Management | N-NC/J66 |
| 5.4 | Data Center Management | N-NC/J66 |
| 5.5 | IT Service Management | N-NC/J66 |
| 6. Cybersecurity Services | 6.1 | Computer Network Defense Services | N-NC/J66 |
| 6.2 | COMSEC Services | N-NC/J66 |
| 6.3 | Local Registration Authority and Trusted Agent Services | N-NC/J66 |
| 6.4 | Consolidated Logging | N-NC.J66 |
| 6.5 | Cybersecurity Scanning & Vulnerabiliy Assessment | N-NC/J66 |
| 7. Directorate Services | 7.1 | Learning Management System (LMS) | N-NC/J66 & N-NC/J7 |
| 7.2 | Task Management System (TMT) | N-NC CS |
| 7.3 | J8 ATDN | N-NC/J66 & N-NC/J8 |
| 7.4 | J9 Law Enforcement Network | N-NC/J66 & N-NC/J9 |
| 7.5 | Web TAS | |
| 7.6 | Small Group Scenario Trainer | N-NC/J3 |
| 7.7 | Patriot Excalibur (PEX) | N2C2 |
| 7.8 | Joint Training Information Management System | N-NC/J7 |
| 7.9 | Network Effects Emulation System (NE2S) | N-NC/J7 |
| 7.10 | AFNORTH Dedicate Portal Services | N-NC/COS, AFNORTH/J6 |
| 8. COCOM Mission Services | 8.1 | Classified Situational Awareness Service (GCCS-J: SIPRnet) | N-NC/J664 |
| 8.2 | Classified Situational Awareness Service (GCCS-J: RELCAN) | N-NC/J664 |
| 8.3 | SAGE: Unclassified Situational Awareness Service | N-NC/J664 |
| 8.4 | TBMCS RELCAN: Air C2 Service | N-NC/J664 |
| 8.5 | TBMCS SIPRNet: Air C2 Service | N-NC/J664 |
| 8.6 | Situational Awareness Training Service | N-NC/J664 |
| 8.7 | Air Event Information Sharing Service (A/EISS), Supports Air Events & ONE Mission Sets | N-NC/J664 |
| 8.8 | Friendly Force Tracking Service | N-NC/J664 |
| 8.9 | Battle Control System Fixed (BCS-F) | N-NC/J664 |
| 8.10 | Integrated Tactical Warnining/Attack Assessment (ITW/AA) | N-NC/J664 |
| 8.11 | Missile Defense | N-NC/J664 |
| 8.12 | Air Picture | N-NC/J664 |
| 8.13 | Alert, Notification, and Recall System (ANRS) | N-NC/J664 |
| 8.14 | Emergency Action Message (AIT) | N-NC/J664 |
&"Arial,Regular"&24Service Categories
1 Information Transport
1. Information Transport
| Service Category Description |
| Provides Information Transport services support to the NORAD and USNORTHCOM IT enterprise network capability requirements. Provides integration of data, voice and video network capabilities within and external to the N-NC IT enterprise network. This includes the ability to route, switch, distribute, and manage signals, data, and information using networks, and/or communication links. |
| Services | |
| 1.1 | Defense Information System Network (DISN) Service |
| 1.2 | Defense Switched Network (DSN) Service |
| 1.3 | Defense Red Switch Network (DRSN) Service |
| 1.4 | Deployable Communications Service |
| 1.5 | International Communications Interoperability |
| 1.6 | Interagency Communications Interoperability |
1.1
1.1 Defense Information System Network (DISN) Service
| Service Scope |
| Provides seamless IP and ATM connectivity to the Defense Information Systems Agency (DISA) global Unclassified but Sensitive Internet Protocol Router Network (NIPRNet), Secret Internet Protocol Router Network (SIPRNet). adn DISN IP Core. Allows for the transport of NORAD Enterprise Network (NEN) data, voice and video to subordinate entities across the NORAD Enterprise Network (NEN) and the geographic extension of the N-NC SIPRNet enclave. Connects to DISA provided Coalition Enterprise Network for Information Exchange (CENTRIX) networks. Service includes circuit management which includes the connectivity, conducting troubleshooting and coordination with the DISA program office to provide the appropriate service levels. Provides Reachback Communications service to support deployable command elements of USNORTHCOM, NORAD, Subordinates, and Components. This service ensures interoperability between USNORTHCOM and NORAD forces, the DISA GIG/DISN, as well as civil responder counterparts. |
| Service Parameters | | | |
| Service Type: | Mission | Mission Assurance Category Level: | 1 |
| Service Scope | Service provides support to the NORAD and USNORTHCOM Headquarters Enterprise Network with ciricuits extending to N-NC Subordinates, Components, and deployed locations. | | |
Service Locations Service locations include buildings on Peterson AFB (Buildings 2, 920, 1470, 1471, Hangar 104 & 140 (SOCNORTH), & GOFO Housing), facilities within Cheyenne Mountain Air Force Station, , Eastern Air Defense Sector (EADS), Western Air Defense Sector (WADS, Continental U.S. NORAD Region (CONR), Alaskan NORAD Region (ANR), Western CONUS Regional Support Center, Washington Office, ODC Mexico and ODC Bahamas.
Service Dependencies DISA Communication Services (Global Information Grid (GIG)), 21st Communications Squadron communication services (DISA POP)
Escalation Contacts DISA Representative and the 21 Communications Squadron Help Desk
| Service Level Agreements (SLA) | |
| Regions, Sectors, Subordinates, & Deployed Locations | Identify the service provided by N-NC to each Region, Sector, Subordinate, Component, and deployed location. Establish coordination and reporting procedures and agreed service level targets. |
| Operational Level Agreements (OLA) | |
| DISA | Identify required availaibility and reliability thresholds and formalize coordination and reporting procedures for services provide to NORAD and USNORTHCOM by DISA. |
| 21st Communications Squadron | Identify required availaibility and reliability thresholds and formalize coordination and reporting procedures for services provide to NORAD and USNORTHCOM by the 21st Communications Squadron. |
| 721st Communications Squadron | Identify required availaibility and reliability thresholds and formalize coordination and reporting procedures for services provide to NORAD and USNORTHCOM by the 721st Communications Squadron. |
| N-NC/J6 Network Operations Center | Establish agreed reporting procedures and timelines. Notify the N-NC Network Operations Center within 30 minutes of service degridation or outage. |
| Service # | Service Name | Service Package | |
| | Core Service Package(s) | Service Level Package(s) |
| 1.1 | Defense Information System Network (DISN) Service | | |
| 1.1.1 | | Unclassified but Sensitive Internet Protocol Router Network (NIPRNet) Service | |
| 1.1.2 | | Secret Internet Protocol Router Network (SIPRNet) Service | |
| 1.1.2.1 | | | NORAD Enterprise Network (NEN) Classified Service |
| 1.1.3 | | Coalition Enterprise Network for Information Exchange System (CENTRIXS) - Mexico | |
| 1.1.4 | | DISN IP Core Service | |
| 1.1.4.1 | | | N-NC SIPRNet Geographic Extension(s) |
| 1.2 | Terrestrial Circuit Connectivity Service | | |
| 1.2.1 | | DOD GIG Connectivity Service | |
| 1.2.2 | | Commercial Connectivity Service | |
| 1.3 | Leased Satellite Connectivity Service | | |
| 1.3.1 | | C-Band Satellite Service | |
| 1.3.2 | | KU-Band Satellite Service | |
| 1.3.3 | | KA-Band Satellite Service | |
| 1.3.4 | | X-Band Satellite Service | |
| 1.4 | Satellite Gateway | | |
| 1.4.1 | | DOD Teleport Service | |
| 1.4.2 | | Commercial Teleport Service | |
| Service Key Performance Parameter (KPP) | Threshold | Objective | Action Required |
| Availability | | | |
Capacity
| Enterprise Tier Level Responsibilities | | |
| Tiers | Tasks | Actions |
| Tier 1 | | |
| Service Desk & Network Administrators | Identify, Log, Categorize, Prioritize, Diagnos, & Escalate if necessary all incident as it relates to DISN Service. Input into Incident Management System the Incident Status, Communicate to User/Customer Status on actions taken. Identify, Correlate, Log, and Report Incidents to determine if a Major Incident has occurred.Report to Network Operations Center and Government per Reporting Procedures | |
| Tier 2 | | |
| Network Administrators | Technicians are responsible for assisting Tier 1 staff when incidents or problems are escalated to Tier 2; Consider basic technical troubleshooting; Investigate elevated issues by confirming the validity of the problem; Seek known solutions related to more complex issues; Review the incident management system and known error databases to verify what has already been accomplished by the Tier 1 technician; Determine what time has been exerted on the incident and if it is impacting User Priority response and resolution times; Determine if a Program of Record (POR) is involved and if so notify the POR N-NC Service Owner or representative per escalation and notification procedures; Make certain troubleshooting solutions are performed collaboratively within the N-NC technical community of interest and with external communities of interest such as subordinate commands (e.g. JTFs/Regions), organizational service providers (e.g. DISA, Supporting Communication Squadrons), and mission partners (e.g. DHS, FEMA) to help ensure that issues for services that extend beyond the N-NC boundary are solved by providing experienced and knowledgeable technicians; This may include, recommendations for installation or replacement of various hardware components, software repair, diagnostic testing, COMSEC/Cryptography updates/issues, the utilization of remote control and monitoring tools used to isolate the issue or take over the user’s machine for the sole purpose of troubleshooting and finding a solution to the incident/problem; If an incident or problem cannot be resolved by Tier 2, then Tier 2 staff are responsible for escalation and notification of this issue to the Tier 3 staff. | |
| Tier 3 | | |
| Network Administrators | Final level of escalation for issues beyond the scope of the Tier 2 staff, including interactions between systems, global network changes, upgrades to newer versions of hardware/software, and third party contracts (e.g. vendors, OEM). Tier 3 support may require that underpinning contracts (e.g. maintenance or warranty contract) exists so Tier 3 personnel can coordinate fixes with those responsible for handling the most difficult or advanced problems; If a underpinning contract does not exist Tier 3 is responsible for determining the resolution method or courses of action to resolve the incident or problem to meet the User or Service priority level. Tier 3 staff are experts in their fields and are responsible for not only assisting both Tier 1 and Tier 2 staff, but with the research and development of solutions to new or unknown issues; Tier 3 technicians have the same responsibility as Tier 2 technicians in reviewing the incident or problem and assessing exerted effort required to meet User or Service priority response times to minimize mission impacts. If it is at all possible, the Tier 3 technician will work to solve the problem with the customer as it may become apparent that the Tier 1 and/or Tier 2 technicians resolution failed or was beyond their capability; An issue may be so problematic to the point where the product cannot be restored and must be replaced; If it is determined that a problem can be solved, Tier 3 is responsible for designing and developing one or more courses of action; This group evaluates each course of action in a test case environment, and implements the best solution to the problem; Once the solution is verified, it is delivered to the customer and made available for future troubleshooting and analysis. | |
| Staffing Capability | | | | |
| Position | Certification Requirement | FTE Objective | FTE Threshold | DoD 8570 Level |
| Network Control Technician (Junior) | CCNA | 2 | 1 | IAT I |
| Information System Security (Network) (Junior) | CCNP (Security) | 1 | 0.5 | IAT I |
| Roles and Responsibilities per Performance Work Statement Tasks/Subtasks | | | | | | |
| Govt ITSM Division | N2ITSM Contractor | Regions/Sectors/Subordinate/ Component/Deployed Location | 21st CS | 721st CS | DISA |
| Service Owner | C | C | R | R | A/R |
| Service Desk | C | R/A | | | |
| Incident | C | R/A Tier 1 & 2 | R - Tier 2 | R - Tier 2 | R - Tier 3 |
| Access | C | C | | | |
| Request Fulliment | C | C | | | |
| IT Operations | C | R | | | |
| Event | C | R | | | |
| NOC Support | C | C | | | |
| Technical Management | C | R/A Tier 1 & 2 | | | |
| Problem | C | C | R | R | I |
| Application Management | C | R/A Tier 1 & 2 | | | |
| Problem | C | C | C | C | I |
| Portfolio | C | C | | | |
| Availability | C | C | C | C | C |
| Capacity | C | C | C | C | C |
| IT Service Continuity | C | C | C | C | C |
| Information Security | C | C | C | C | C |
| Supplier | C | C | C | C | C |
| Catalog | C | C | | | |
| Service Level Management | C | C | C | C | C |
| Change | C | C | | | |
| SACM | C | C | | | |
| IT Knowledge Management | C | C | | | |
| Release & Deployment | C | C | | | |
| SVAT | C | C | | | |
1.2
1.2 Defense Switched Network (DSN) Service
| Service Scope |
| Provides connection to global unclassified voice capability through analog, digital or IP based connections to support the NORAD and USNORTHCOM. Service includes the coordination with the installation service provider and DISA program office. Contractor Service responsibilities include phone number moves, DSN and VOIP phone troubleshooting, voicemail services and other servie features. Coordination and escalation of voice related issues is required. |
| Service Parameters | | | |
| Service Type: | Mission | Mission Assurance Category Level: | 1 |
| Service Scope | Service provides support to the NORAD and USNORTHCOM Headquarters personnel. | | |
Service Locations Service locations include buildings on Peterson AFB (Buildings 2, 920, 1470, 1471, Hangar 104 & 140 (SOCNORTH), & GOFO Housing), facilities within Cheyenne Mountain Air Force Station, Western CONUS Regional Support Center, Washington Office, ODC Mexico and ODC Bahamas.
Service Dependencies DISA DSN Services, 21SCS Communication Services
Escalation Contacts DISA Representative and the 21 Communications Squadron Help Desk
| Service Level Agreements (SLA) | |
| NORAD and USNORTHCOM Users | Identify the service provided by N-NC organizations. Establish coordination and reporting procedures and agreed service level targets. |
| Operational Level Agreements (OLA) | |
| DISA | Identify required availaibility and reliability thresholds and formalize coordination and reporting procedures for services provide to NORAD and USNORTHCOM by DISA. |
| 21st Communications Squadron | Identify required availaibility and reliability thresholds and formalize coordination and reporting procedures for services provide to NORAD and USNORTHCOM by the 21st Communications Squadron. |
| 721st Communications Squadron | Identify required availaibility and reliability thresholds and formalize coordination and reporting procedures for services provide to NORAD and USNORTHCOM by the 721st Communications Squadron. |
| N-NC/J6 Network Operations Center | Establish agreed reporting procedures and timelines. Notify the N-NC Network Operations Center within 30 minutes of service degridation or outage. |
| Service # | Service Name | Service Package | |
| | Core Service Package(s) | Service Level Package(s) |
| 1.2 | Defense Switched Network (DSN) Service | | |
| 1.2.1 | | Defense Switched Network (DSN) Service | |
| Enterprise Tier Level Responsibilities | | |
| Tiers | Tasks | Actions |
| Tier 1 | | |
| Service Desk & Network Administrators | Identify, Log, Categorize, Prioritize, Diagnos, & Escalate if necessary all incidents. Input into Incident Management System the Incident Status, Communicate to User/Customer Status on actions taken. Identify, Correlate, Log, and Report Incidents to determine if a Major Incident has occurred.Report to Network Operations Center and Government per Reporting Procedures | |
| Tier 2 | | |
| Network Administrators | Technicians are responsible for assisting Tier 1 staff when incidents or problems are escalated to Tier 2; Consider basic technical troubleshooting; Investigate elevated issues by confirming the validity of the problem; Seek known solutions related to more complex issues; Review the incident management system and known error databases to verify what has already been accomplished by the Tier 1 technician; Determine what time has been exerted on the incident and if it is impacting User Priority response and resolution times; Determine if a Program of Record (POR) is involved and if so notify the POR N-NC Service Owner or representative per escalation and notification procedures; Make certain troubleshooting solutions are performed collaboratively within the N-NC technical community of interest and with external communities of interest such as subordinate commands (e.g. JTFs/Regions), organizational service providers (e.g. DISA, Supporting Communication Squadrons), and mission partners (e.g. DHS, FEMA) to help ensure that issues for services that extend beyond the N-NC boundary are solved by providing experienced and knowledgeable technicians; This may include, recommendations for installation or replacement of various hardware components, software repair, diagnostic testing, COMSEC/Cryptography updates/issues, the utilization of remote control and monitoring tools used to isolate the issue or take over the user’s machine for the sole purpose of troubleshooting and finding a solution to the incident/problem; If an incident or problem cannot be resolved by Tier 2, then Tier 2 staff are responsible for escalation and notification of this issue to the Tier 3 staff. | |
| Tier 3 | | |
| Network Administrators | Final level of escalation for issues beyond the scope of the Tier 2 staff, including interactions between systems, global network changes, upgrades to newer versions of hardware/software, and third party contracts (e.g. vendors, OEM). Tier 3 support may require that underpinning contracts (e.g. maintenance or warranty contract) exists so Tier 3 personnel can coordinate fixes with those responsible for handling the most difficult or advanced problems; If a underpinning contract does not exist Tier 3 is responsible for determining the resolution method or courses of action to resolve the incident or problem to meet the User or Service priority level. Tier 3 staff are experts in their fields and are responsible for not only assisting both Tier 1 and Tier 2 staff, but with the research and development of solutions to new or unknown issues; Tier 3 technicians have the same responsibility as Tier 2 technicians in reviewing the incident or problem and assessing exerted effort required to meet User or Service priority response times to minimize mission impacts. If it is at all possible, the Tier 3 technician will work to solve the problem with the customer as it may become apparent that the Tier 1 and/or Tier 2 technicians resolution failed or was beyond their capability; An issue may be so problematic to the point where the product cannot be restored and must be replaced; If it is determined that a problem can be solved, Tier 3 is responsible for designing and developing one or more courses of action; This group evaluates each course of action in a test case environment, and implements the best solution to the problem; Once the solution is verified, it is delivered to the customer and made available for future troubleshooting and analysis. | |
| Roles and Responsibilities per Performance Work Statement Tasks/Subtasks | | | | | | |
| Govt ITSM Division | N2ITSM Contractor | Regions/Sectors/Subordinate/ Component/Deployed Location | 21st CS | 721st CS | DISA |
| Service Owner | C | C | R | R | A/R |
| Service Desk | C | R/A | | | |
| Incident | C | R/A Tier 1 & 2 | R - Tier 2 | R - Tier 2 | R - Tier 3 |
| Access | C | C | | | |
| Request Fulliment | C | C | | | |
| IT Operations | C | C | | | |
| Event | C | C | | | |
| NOC Support | C | C | | | |
| Technical Management | C | R/A Tier 1 & 2 | | | |
| Problem | C | C | R | R | I |
| Application Management | C | R/A Tier 1 & 2 | | | |
| Problem | C | C | C | C | I |
| Portfolio | C | C | | | |
| Availability | C | C | C | C | C |
| Capacity | C | C | C | C | C |
| IT Service Continuity | C | C | C | C | C |
| Information Security | C | C | C | C | C |
| Supplier | C | C | C | C | C |
| Catalog | C | C | | | |
| Service Level Management | C | C | C | C | C |
| Change | C | C | | | |
| SACM | C | C | | | |
| IT Knowledge Management | C | C | | | |
| Release & Deployment | C | C | | | |
| SVAT | C | C | | | |
1.3
1.3 Defense Red Switch Network (DRSN) Service
| Service Scope |
| Provides connection to DoD classified voice capability to support the NORAD and USNORTHCOM. Service includes the coordination with the installation service provider and DISA program office. |
| Service Parameters | | | |
| Service Type: | Mission | Mission Assurance Category Level: | 1 |
| Service Scope | Service provides support to the NORAD and USNORTHCOM Headquarters personnel. | | |
Service Locations Service locations include buildings on Peterson AFB (Buildings 2, 920, 1470, 1471, Hangar 104 & 140 (SOCNORTH), & GOFO Housing), facilities within Cheyenne Mountain Air Force Station, Western CONUS Regional Support Center, Washington Office, ODC Mexico and ODC Bahamas.
Service Dependencies DISA DRSN Services, 21SCS Communication Services
Escalation Contacts DISA Representative and the 21 Communications Squadron Help Desk
| Service Level Agreements (SLA) | |
| NORAD and USNORTHCOM Enterprise Customers and Users | Identify the service provided by N-NC to supported organizations. Establish coordination and reporting procedures and agreed service level targets. |
| Operational Level Agreements (OLA) | |
| DISA | Identify required availaibility and reliability thresholds and formalize coordination and reporting procedures for services provide to NORAD and USNORTHCOM by DISA. |
| 21st Communications Squadron | Identify required availaibility and reliability thresholds and formalize coordination and reporting procedures for services provide to NORAD and USNORTHCOM by the 21st Communications Squadron. |
| 721st Communications Squadron | Identify required availaibility and reliability thresholds and formalize coordination and reporting procedures for services provide to NORAD and USNORTHCOM by the 721st Communications Squadron. |
| Service # | Service Name | Service Package | |
| | Core Service Package(s) | Service Level Package(s) |
| 1.3 | Defense Red Switch Network (DRSN) Service | | |
| 1.3.1 | | Defense Red Switch Network (DRSN) Service | |
| Enterprise Tier Level Responsibilities | | |
| Tiers | Tasks | Actions |
| Tier 1 | | |
| Service Desk & Network Administrators | Identify, Log, Categorize, Prioritize, Diagnos, & Escalate if necessary all incidents related to the DRSN Service. Input into Incident Management System the Incident Status, Communicate to User/Customer Status on actions taken. Identify, Correlate, Log, and Report Incidents to determine if a Major Incident has occurred.Report to Network Operations Center and Government per Reporting Procedures | |
| Tier 2 | | |
| Network Administrators | Technicians are responsible for assisting Tier 1 staff when incidents or problems are escalated to Tier 2; Consider basic technical troubleshooting; Investigate elevated issues by confirming the validity of the problem; Seek known solutions related to more complex issues; Review the incident management system and known error databases to verify what has already been accomplished by the Tier 1 technician; Determine what time has been exerted on the incident and if it is impacting User Priority response and resolution times; Determine if a Program of Record (POR) is involved and if so notify the POR N-NC Service Owner or representative per escalation and notification procedures; Make certain troubleshooting solutions are performed collaboratively within the N-NC technical community of interest and with external communities of interest such as subordinate commands (e.g. JTFs/Regions), organizational service providers (e.g. DISA, Supporting Communication Squadrons), and mission partners (e.g. DHS, FEMA) to help ensure that issues for services that extend beyond the N-NC boundary are solved by providing experienced and knowledgeable technicians; This may include, recommendations for installation or replacement of various hardware components, software repair, diagnostic testing, COMSEC/Cryptography updates/issues, the utilization of remote control and monitoring tools used to isolate the issue or take over the user’s machine for the sole purpose of troubleshooting and finding a solution to the incident/problem; If an incident or problem cannot be resolved by Tier 2, then Tier 2 staff are responsible for escalation and notification of this issue to the Tier 3 staff. | |
| Tier 3 | | |
| Network Administrators | Final level of escalation for issues beyond the scope of the Tier 2 staff, including interactions between systems, global network changes, upgrades to newer versions of hardware/software, and third party contracts (e.g. vendors, OEM). Tier 3 support may require that underpinning contracts (e.g. maintenance or warranty contract) exists so Tier 3 personnel can coordinate fixes with those responsible for handling the most difficult or advanced problems; If a underpinning contract does not exist Tier 3 is responsible for determining the resolution method or courses of action to resolve the incident or problem to meet the User or Service priority level. Tier 3 staff are experts in their fields and are responsible for not only assisting both Tier 1 and Tier 2 staff, but with the research and development of solutions to new or unknown issues; Tier 3 technicians have the same responsibility as Tier 2 technicians in reviewing the incident or problem and assessing exerted effort required to meet User or Service priority response times to minimize mission impacts. If it is at all possible, the Tier 3 technician will work to solve the problem with the customer as it may become apparent that the Tier 1 and/or Tier 2 technicians resolution failed or was beyond their capability; An issue may be so problematic to the point where the product cannot be restored and must be replaced; If it is determined that a problem can be solved, Tier 3 is responsible for designing and developing one or more courses of action; This group evaluates each course of action in a test case environment, and implements the best solution to the problem; Once the solution is verified, it is delivered to the customer and made available for future troubleshooting and analysis. | |
| Roles and Responsibilities per Performance Work Statement Tasks/Subtasks | | | | | | |
| Govt ITSM Division | N2ITSM Contractor | Regions/Sectors/Subordinate/ Component/Deployed Location | 21st CS | 721st CS | DISA |
| Service Owner | C | C | R | R | A/R |
| Service Desk | C | R/A | | | |
| Incident | C | R/A Tier 1 & 2 | R - Tier 2 | R - Tier 2 | R - Tier 3 |
| Access | C | C | | | |
| Request Fulliment | C | C | | | |
| IT Operations | C | C | | | |
| Event | C | C | | | |
| NOC Support | C | C | | | |
| Technical Management | C | R/A Tier 1 & 2 | | | |
| Problem | C | C | R | R | I |
| Application Management | C | R/A Tier 1 & 2 | | | |
| Problem | C | C | C | C | I |
| Portfolio | C | C | | | |
| Availability | C | C | C | C | C |
| Capacity | C | C | C | C | C |
| IT Service Continuity | C | C | C | C | C |
| Information Security | C | C | C | C | C |
| Supplier | C | C | C | C | C |
| Catalog | C | C | | | |
| Service Level Management | C | C | C | C | C |
| Change | C | C | | | |
| SACM | C | C | | | |
| IT Knowledge Management | C | C | | | |
| Release & Deployment | C | C | | | |
| SVAT | C | C | | | |
1.4
1.4 Deployable Communications Service
| Service Scope |
| Provides Deployable Communications capabilities to support deployable command elements of USNORTHCOM, NORAD, Subordinates, and Components. This service ensures interoperability between USNORTHCOM and NORAD forces, the DISA GIG/DISN, as well as civil responder counterparts. |
| Service Parameters | | | |
| Service Type: | Mission | Mission Assurance Category Level: | 1 |
| Service Scope | Service provides support to the NORAD and USNORTHCOM Headquarters personnel. | | |
Service Locations Service locations include deployed locations.
Service Dependencies DISA GIG, Commercial Services, IP Transport, Strategic Operations Information Sharing (SOIS)
Escalation Contacts N-NC N2ITSM Service Desk
| Service Level Agreements (SLA) | |
| NORAD and USNORTHCOM Enterprise Customers and Users | Identify the service provided by N-NC to supported organizations. Establish coordination and reporting procedures and agreed service level targets. |
| Operational Level Agreements (OLA) | |
| DISA | Identify required availaibility and reliability thresholds and formalize coordination and reporting procedures for services provide to NORAD and USNORTHCOM by DISA. |
| 21st Communications Squadron | Identify required availaibility and reliability thresholds and formalize coordination and reporting procedures for services provide to NORAD and USNORTHCOM by the 21st Communications Squadron. |
| 721st Communications Squadron | Identify required availaibility and reliability thresholds and formalize coordination and reporting procedures for services provide to NORAD and USNORTHCOM by the 721st Communications Squadron. |
| Service # | Service Name | Service Package | |
| | Core Service Package(s) | Service Level Package(s) |
| 1.4 | Deployable Communications Service | | |
| 1.4.1 | | Level One Capability, <5 users | |
| 1.4.1.1 | | | DOD Teleport Interoperability Service |
| 1.4.1.2 | | | Civil Authorities Interoperability Service |
| 1.4.2 | | Level Two Capability, <15 users | |
| 1.4.2.1 | | | DOD Teleport Interoperability Service |
| 1.4.2.2 | | | Civil Authorities Interoperability Service |
| 1.4.3 | | Level Three Capability, < 120 users | |
| 1.4.3.1 | | | DOD Teleport Interoperability Service |
| 1.4.3.2 | | | Civil Authorities Interoperability Service |
| 1.4.4 | | Level Four Capability, <250 users | |
| 1.4.4.1 | | | DOD Teleport Interoperability Service |
| 1.4.4.2 | | | Civil Authorities Interoperability Service |
| 1.4.5 | | Full Motion Video (FMV) | |
| 1.4.5.1 | | | Unclassified FMV stream from Deployed Site |
| 1.4.5.2 | | | Classified FMV stream from Deployed Site |
| 1.4.5.3 | | | Unclassified FMV Dissemination |
| 1.4.5.4 | | | Classified FMV Dissemination (e.g. SIPR, CENTRIXS, JWICS) |
| Enterprise Tier Level Responsibilities | | |
| Tiers | Tasks | Actions |
| Tier 1 | | |
| Service Desk & Network Administrators | Identify, Log, Categorize, Prioritize, Diagnos, & Escalate if necessary all incidents related to the this service. Input into Incident Management System the Incident Status, Communicate to User/Customer Status on actions taken. Identify, Correlate, Log, and Report Incidents to determine if a Major Incident has occurred.Report to Network Operations Center and Government per Reporting Procedures | |
| Tier 2 | | |
| Network Administrators | Technicians are responsible for assisting Tier 1 staff when incidents or problems are escalated to Tier 2; Consider basic technical troubleshooting; Investigate elevated issues by confirming the validity of the problem; Seek known solutions related to more complex issues; Review the incident management system and known error databases to verify what has already been accomplished by the Tier 1 technician; Determine what time has been exerted on the incident and if it is impacting User Priority response and resolution times; Determine if a Program of Record (POR) is involved and if so notify the POR N-NC Service Owner or representative per escalation and notification procedures; Make certain troubleshooting solutions are performed collaboratively within the N-NC technical community of interest and with external communities of interest such as subordinate commands (e.g. JTFs/Regions), organizational service providers (e.g. DISA, Supporting Communication Squadrons), and mission partners (e.g. DHS, FEMA) to help ensure that issues for services that extend beyond the N-NC boundary are solved by providing experienced and knowledgeable technicians; This may include, recommendations for installation or replacement of various hardware components, software repair, diagnostic testing, COMSEC/Cryptography updates/issues, the utilization of remote control and monitoring tools used to isolate the issue or take over the user’s machine for the sole purpose of troubleshooting and finding a solution to the incident/problem; If an incident or problem cannot be resolved by Tier 2, then Tier 2 staff are responsible for escalation and notification of this issue to the Tier 3 staff. | |
| Tier 3 | | |
| Network Administrators | Final level of escalation for issues beyond the scope of the Tier 2 staff, including interactions between systems, global network changes, upgrades to newer versions of hardware/software, and third party contracts (e.g. vendors, OEM). Tier 3 support may require that underpinning contracts (e.g. maintenance or warranty contract) exists so Tier 3 personnel can coordinate fixes with those responsible for handling the most difficult or advanced problems; If a underpinning contract does not exist Tier 3 is responsible for determining the resolution method or courses of action to resolve the incident or problem to meet the User or Service priority level. Tier 3 staff are experts in their fields and are responsible for not only assisting both Tier 1 and Tier 2 staff, but with the research and development of solutions to new or unknown issues; Tier 3 technicians have the same responsibility as Tier 2 technicians in reviewing the incident or problem and assessing exerted effort required to meet User or Service priority response times to minimize mission impacts. If it is at all possible, the Tier 3 technician will work to solve the problem with the customer as it may become apparent that the Tier 1 and/or Tier 2 technicians resolution failed or was beyond their capability; An issue may be so problematic to the point where the product cannot be restored and must be replaced; If it is determined that a problem can be solved, Tier 3 is responsible for designing and developing one or more courses of action; This group evaluates each course of action in a test case environment, and implements the best solution to the problem; Once the solution is verified, it is delivered to the customer and made available for future troubleshooting and analysis. | |
| Roles and Responsibilities per Performance Work Statement Tasks/Subtasks | | | | | | |
| Govt ITSM Division | N2ITSM Contractor | Regions/Sectors/Subordinate/ Component/Deployed Location | 21st CS | 721st CS | DISA |
| Request Fulliment | C | C | I | R/A |
| IT Operations | C | C | | R/A |
| Event | C | C | I | R/A |
| NOC Support | C | C | | R/A |
| Technical Management | C | R - Tier 1 | | |
| Problem | C | C | | R/A |
| Application Management | C | R - Tier 1 | | |
| Problem | C | C | | R/A |
| Portfolio | C | C | | R/A |
| Availability | C | C | | R/A |
| Capacity | C | C | | R/A |
| IT Service Continuity | C | C | | R/A |
| Information Security | C | C | | R/A |
| Supplier | C | C | | R/A |
| Catalog | C | C | | R/A |
| Service Level Management | C | C | C | R/A |
| Change | C | C | I | R/A |
| SACM | C | C | | R/A |
| IT Knowledge Management | C | C | | R/A |
| Release & Deployment | C | C | I | R/A |
| SVAT | C | C | | R/A |
1.5
1.5 International Communications Interoperability
| Service Scope |
| Provides Communications interoperability between the US and other nations (e.g. Mexico). Communications include but are not limited to VPN, Data, VOIP, VoSIP, collaboration, presence, VTC, FMV, and Video Distribution. . Interoperability service with Canada includes controlled network interface services between SIPRNet and Canada’s classified network. The controlled classified network interface services for user information interoperability are provided by the SIPRNet enterprise DISA Multi-National Information Sharing (MNIS) National Gateway services. |
| Service Parameters | | | |
| Service Type: | Mission | Mission Assurance Category Level: | 1 |
| Service Scope | Service provides support to the NORAD and USNORTHCOM Enterprise Network customers and users. | | |
Service Locations Service locations include buildings on Peterson AFB (Buildings 2, 920, 1470, 1471, Hangar 104 & 140 (SOCNORTH), & GOFO Housing), facilities within Cheyenne Mountain Air Force Station, Eastern Air Defense Sector (EADS), Western Air Defense Sector (WADS, Continental U.S. NORAD Region (CONR), Alaskan NORAD Region (ANR), Canadian NORAD Region (CANR), Canadian Air Defense Sector (CADS), Western CONUS Regional Support Center, Washington Office, ODC Mexico and ODC Bahamas. Service location for NORAD mission systems data exchange includes Peterson AFB Building 2 and facilities within Cheyenne Mountain Air Force Station. Service locations include deployed locations.
Service Dependencies DISA GIG, Commercial Services, IP Transport, Strategic Operations Information Sharing (SOIS)
Escalation Contacts N-NC N2ITSM Service Desk
| Service Level Agreements (SLA) | |
| NORAD and USNORTHCOM Enterprise Customers and Users | Identify the service provided by N-NC to supported organizations. Establish coordination and reporting procedures and agreed service level targets. |
| Operational Level Agreements (OLA) | |
| DISA | Identify required availaibility and reliability thresholds and formalize coordination and reporting procedures for services provide to NORAD and USNORTHCOM by DISA. |
| Service # | Service Name | Service Package | |
| | Core Service Package(s) | Service Level Package(s) |
| 1.5 | International Communications Interoperability | | |
| 1.5.1 | | Radio Interoperability Service | |
| 1.5.1.1 | | | Radio RF and Protocol Interoperability for Voice |
| 1.5.1.2 | | | Radio RF and Protocol Interoperability for Data |
| 1.5.1.3 | | | Radio over IP Bridging Service |
| 1.5.2 | | Data Network Interoperability Service | |
| 1.5.2.1 | | | Unclassified Public Internet Networking Service |
| 1.5.2.2 | | | Unclassified Information Sharing Service |
| 1.5.2.3 | | | Classified Networking Service (e.g. CENTRIXS) |
| 1.5.2.4 | | | Classified Information Sharing Service (e.g. CENTRIXS) |
| 1.5.3 | | Classified DISA MNIS National Gateway | |
| Enterprise Tier Level Responsibilities | | |
| Tiers | Tasks | Actions |
| Tier 1 | | |
| Service Desk & Network Administrators | Identify, Log, Categorize, Prioritize, Diagnos, & Escalate if necessary all incidents related to the this service. Input into Incident Management System the Incident Status, Communicate to User/Customer Status on actions taken. Identify, Correlate, Log, and Report Incidents to determine if a Major Incident has occurred.Report to Network Operations Center and Government per Reporting Procedures | |
| Tier 2 | | |
| Network Administrators | Technicians are responsible for assisting Tier 1 staff when incidents or problems are escalated to Tier 2; Consider basic technical troubleshooting; Investigate elevated issues by confirming the validity of the problem; Seek known solutions related to more complex issues; Review the incident management system and known error databases to verify what has already been accomplished by the Tier 1 technician; Determine what time has been exerted on the incident and if it is impacting User Priority response and resolution times; Determine if a Program of Record (POR) is involved and if so notify the POR N-NC Service Owner or representative per escalation and notification procedures; Make certain troubleshooting solutions are performed collaboratively within the N-NC technical community of interest and with external communities of interest such as subordinate commands (e.g. JTFs/Regions), organizational service providers (e.g. DISA, Supporting Communication Squadrons Canada's Assistand Deputy Minister of Information Management), and mission partners (e.g. CANR, DHS, FEMA) to help ensure that issues for services that extend beyond the N-NC boundary are solved by providing experienced and knowledgeable technicians; This may include, recommendations for installation or replacement of various hardware components, software repair, diagnostic testing, COMSEC/Cryptography updates/issues, the utilization of remote control and monitoring tools used to isolate the issue or take over the user’s machine for the sole purpose of troubleshooting and finding a solution to the incident/problem; If an incident or problem cannot be resolved by Tier 2, then Tier 2 staff are responsible for escalation and notification of this issue to the Tier 3 staff. | |
| Tier 3 | | |
| Network Administrators | Final level of escalation for issues beyond the scope of the Tier 2 staff, including interactions between systems, global network changes, upgrades to newer versions of hardware/software, and third party contracts (e.g. vendors, OEM). Tier 3 support may require that underpinning contracts (e.g. maintenance or warranty contract) exists so Tier 3 personnel can coordinate fixes with those responsible for handling the most difficult or advanced problems; If a underpinning contract does not exist Tier 3 is responsible for determining the resolution method or courses of action to resolve the incident or problem to meet the User or Service priority level. Tier 3 staff are experts in their fields and are responsible for not only assisting both Tier 1 and Tier 2 staff, but with the research and development of solutions to new or unknown issues; Tier 3 technicians have the same responsibility as Tier 2 technicians in reviewing the incident or problem and assessing exerted effort required to meet User or Service priority response times to minimize mission impacts. If it is at all possible, the Tier 3 technician will work to solve the problem with the customer as it may become apparent that the Tier 1 and/or Tier 2 technicians resolution failed or was beyond their capability; An issue may be so problematic to the point where the product cannot be restored and must be replaced; If it is determined that a problem can be solved, Tier 3 is responsible for designing and developing one or more courses of action; This group evaluates each course of action in a test case environment, and implements the best solution to the problem; Once the solution is verified, it is delivered to the customer and made available for future troubleshooting and analysis. | |
| Roles and Responsibilities per Performance Work Statement Tasks/Subtasks | | | | |
| Govt ITSM Division | N2ITSM Contractor | Regions/Sectors/Subordinate/ Component/Deployed Location | N-NC/J63 |
| Service Owner | C | C | | R/A |
| Service Desk | C | R/A | | C |
| Incident | C | R - Tier 1,2 | I | R - Tier 1 |
| Access | C | C | I | R/A |
| Request Fulliment | C | C | I | R/A |
| IT Operations | C | C | I | R/A |
| Event | C | C | I | R/A |
| NOC Support | C | C | | R/A |
| Technical Management | C | R - Tier 1,2 | | |
| Problem | C | C | | R/A |
| Application Management | C | R - Tier 1,2 | | |
| Problem | C | C | | R/A |
| Service Strategy Support | | | | |
| Portfolio | C | C | | R/A |
| Service Design | | | | |
| Availability | C | C | | R/A |
| Capacity | C | C | | R/A |
| IT Service Continuity | C | C | | R/A |
| Information Security | C | C | | R/A |
| Supplier | C | C | | R/A |
| Catalog | C | C | | R/A |
| Service Level Management | C | C | C | R/A |
| Service Transition | | | | |
| Change | C | C | I | R/A |
| SACM | C | C | | R/A |
| IT Knowledge Management | C | C | | R/A |
| Release & Deployment | C | C | I | R/A |
| SVAT | C | C | | R/A |
1.6
1.6 Interagency Communications Interoperability
| Service Scope |
| Provides Communications interoperability between the USNORTHCOM (DOD) and other Federal Departments and Agencies as well as State and Local civil authorities. Communications include but are not limited to VPN, Data, VOIP, VoSIP, collaboration, presence, VTC, FMV, and Video Distribution. These services are generally provided by other Federal Departments, Agencies as well as state, local, and civil authorities. |
| Service Parameters | | | |
| Service Type: | Mission | Mission Assurance Category Level: | 1 |
| Service Scope | Service provides support to the NORAD and USNORTHCOM Headquarters personnel. | | |
Service Locations Service locations include deployed locations.
Service Dependencies DISA GIG, Commercial Services, IP Transport, Strategic Operations Information Sharing (SOIS)
Escalation Contacts N-NC N2ITSM Service Desk
| Service Level Agreements (SLA) | |
| NORAD and USNORTHCOM Enterprise Customers and Users | Identify the service provided by N-NC to supported organizations. Establish coordination and reporting procedures and agreed service level targets. |
| Operational Level Agreements (OLA) | |
| DISA | Identify required availaibility and reliability thresholds and formalize coordination and reporting procedures for services provide to NORAD and USNORTHCOM by DISA. |
| Service # | Service Name | Service Package | |
| | Core Service Package(s) | Service Level Package(s) |
| 1.6 | Interagency Communications Interoperability | | |
| 1.6.1 | | Radio Interoperability Service | |
| 1.6.1.1 | | | Radio RF and Protocol Interoperability for Voice |
| 1.6.1.2 | | | Radio RF and Protocol Interoperability for Data |
| 1.6.1.3 | | | Radio over IP Bridging Service |
| 1.6.2 | | Data Network Interoperability Service | |
| 1.6.2.1 | | | Unclassified Public Internet Networking Service |
| 1.6.2.2 | | | Unclassified Information Sharing Service |
| 1.6.2.3 | | | Classified Networking Service (e.g. CENTRIXS) |
| 1.6.2.4 | | | Classified Information Sharing Service (e.g. CENTRIXS - Mexico) |
| Enterprise Tier Level Responsibilities | | |
| Tiers | Tasks | Actions |
| Tier 1 | | |
| Service Desk & Network Administrators | Identify, Log, Categorize, Prioritize, Diagnos, & Escalate if necessary all incidents related to the this service. Input into Incident Management System the Incident Status, Communicate to User/Customer Status on actions taken. Identify, Correlate, Log, and Report Incidents to determine if a Major Incident has occurred.Report to Network Operations Center and Government per Reporting Procedures | |
| Tier 2 | | |
| Network Administrators | Technicians are responsible for assisting Tier 1 staff when incidents or problems are escalated to Tier 2; Consider basic technical troubleshooting; Investigate elevated issues by confirming the validity of the problem; Seek known solutions related to more complex issues; Review the incident management system and known error databases to verify what has already been accomplished by the Tier 1 technician; Determine what time has been exerted on the incident and if it is impacting User Priority response and resolution times; Determine if a Program of Record (POR) is involved and if so notify the POR N-NC Service Owner or representative per escalation and notification procedures; Make certain troubleshooting solutions are performed collaboratively within the N-NC technical community of interest and with external communities of interest such as subordinate commands (e.g. JTFs/Regions), organizational service providers (e.g. DISA, Supporting Communication Squadrons), and mission partners (e.g. DHS, FEMA) to help ensure that issues for services that extend beyond the N-NC boundary are solved by providing experienced and knowledgeable technicians; This may include, recommendations for installation or replacement of various hardware components, software repair, diagnostic testing, COMSEC/Cryptography updates/issues, the utilization of remote control and monitoring tools used to isolate the issue or take over the user’s machine for the sole purpose of troubleshooting and finding a solution to the incident/problem; If an incident or problem cannot be resolved by Tier 2, then Tier 2 staff are responsible for escalation and notification of this issue to the Tier 3 staff. | |
| Tier 3 | | |
| Network Administrators | Final level of escalation for issues beyond the scope of the Tier 2 staff, including interactions between systems, global network changes, upgrades to newer versions of hardware/software, and third party contracts (e.g. vendors, OEM). Tier 3 support may require that underpinning contracts (e.g. maintenance or warranty contract) exists so Tier 3 personnel can coordinate fixes with those responsible for handling the most difficult or advanced problems; If a underpinning contract does not exist Tier 3 is responsible for determining the resolution method or courses of action to resolve the incident or problem to meet the User or Service priority level. Tier 3 staff are experts in their fields and are responsible for not only assisting both Tier 1 and Tier 2 staff, but with the research and development of solutions to new or unknown issues; Tier 3 technicians have the same responsibility as Tier 2 technicians in reviewing the incident or problem and assessing exerted effort required to meet User or Service priority response times to minimize mission impacts. If it is at all possible, the Tier 3 technician will work to solve the problem with the customer as it may become apparent that the Tier 1 and/or Tier 2 technicians resolution failed or was beyond their capability; An issue may be so problematic to the point where the product cannot be restored and must be replaced; If it is determined that a problem can be solved, Tier 3 is responsible for designing and developing one or more courses of action; This group evaluates each course of action in a test case environment, and implements the best solution to the problem; Once the solution is verified, it is delivered to the customer and made available for future troubleshooting and analysis. | |
| Roles and Responsibilities per Performance Work Statement Tasks/Subtasks | | | | |
| Govt ITSM Division | N2ITSM Contractor | Regions/Sectors/Subordinate/ Component/Deployed Location | N-NC/J63 |
| IT Operations | C | C | | R/A |
| Event | C | C | I | R/A |
| NOC Support | C | C | | R/A |
| Technical Management | C | R - Tier 2 | | |
| Problem | C | C | | R/A |
| Application Management | C | R - Tier 2 | | |
| Problem | C | C | | R/A |
| Service Strategy Support | | | | |
| Portfolio | C | C | | R/A |
| Service Design | | | | |
| Availability | C | C | | R/A |
| Capacity | C | C | | R/A |
| IT Service Continuity | C | C | | R/A |
| Information Security | C | C | | R/A |
| Supplier | C | C | | R/A |
| Catalog | C | C | | R/A |
| Service Level Management | C | C | C | R/A |
| Service Transition | | | | |
| Change | C | C | I | R/A |
| SACM | C | C | | R/A |
| IT Knowledge Management | C | C | | R/A |
| Release & Deployment | C | C | I | R/A |
| SVAT | C | C | | R/A |
2. Network Distribution
2. Network Distribution
| Service Category Description |
| The ability to route, switch, distribute and manage signals, data and information using networks and/or communication links. (This is commonly associated with Local, Campus, or Installation-Campus Wide Area Networks (LAN, CAN, ICAN)). |
| Services | |
| 2.1 | Local Area Network Service |
| 2.2 | Remote Access Service |
| 2.3 | Public Internet Service |
| 2.4 | Unclassified Telephone/Fax Service |
| 2.5 | Classified Telephone/Fax Service |
| 2.6 | Facilities Cable Plant Service |
| 2.7 | Rich Media Service |
| 2.8 | Cross-Domain Service |
| 2.9 | Canada Communications Interoperability |
| 2.10 | Video Distribution System |
2.1
2. 1 Local Area Network Service
| Service Scope |
| The ability to route, switch, distribute and manage signals, data and information using networks and/or communication links for NORAD and USNORTHCOM networks. Services includes network configuraiton for switching and routing, IP addressing, Dynamic Host Configuration Protocol (DHCP) with the NIPRNet, SIPRNet, NEN, and Coalition Networks. This service extends Service Category 1. Information Transport to the end devices covered in Service Category 3 Computing Services. At NORAD Regions and Sectors the network service includes the network transport layer and not the campus layer. All local area network services on NIPR, SIPR, and NEN will be compliant with current DISA NETWORK INFRASTRUCTURE STIGs. The CENTRIXs network has communication nodes at Bldg 2, Bldg 920, and CMAFS; the N2ITSM Contractor is responsible for Tier1/2 for CENTRIXS, with DISA DEC Columbus providing Tier 2/3. |
This is the start of the file's text. The full file is on GovTribe.
