The file's text, extracted by GovTribe without its formatting.
Service Category
| Service Category | Service Identification | Service | Service Owner |
| 1.0 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 |
| 2.0 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/Fax Service | 21/721 CS |
| 2.5 | Classified Telephone/Fax Service | 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 |
| 3.0 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 |
| 3.5 | Mobile Client Device Service | N-NC/J66 |
| 3.6 | Copy Service | N-NC/J66 |
| 4.0 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 | Situational Awareness Service | N-NC/J66 |
| 4.7 | Print Server Service | N-NC/J66 |
| 4.8 | Domain Service | N-NC/J66 |
| 4.9 | File Service | N-NC/J66 |
| 4.10 | Continuity of Operations and Disaster Recovery | N-NC/J66 |
| 5.0 Technical Management | 5.1 | Service Monitoring Services | N-NC/J66 |
| 5.3 | Technology Integration Lab Service | N-NC/J66 |
| 6.0 Information Assurance Services | 6.1 | Computer Network Defense Services | N-NC/J66 |
| 6.2 | COMSEC Services | N-NC/J63 |
| 6.3 | Local Registration Authority and Trusted Agent Services | N-NC/J66 |
| 7.0 COCOM Mission Services | 7.1 | C2 Mission Services | N-NC/J664 |
| 7.1.1 | Situational Awareness Service (GCCS-J) on SIPRnet | N-NC/J664 |
| 7.1.2 | Situational Awareness Service (GCCS-J) on RELCAN | N-NC/J664 |
| 7.1.3 | Situational Awareness Service (Top Secret GCCS-J) | N-NC/J664 |
| 7.1.4 | SAGE: Unclassified Situational Awareness Service | N-NC/J664 |
| 7.1.5 | TBMCS RELCAN: Air C2 Service | N-NC/J664 |
| 7.1.6 | TBMCS SIPRnet: Air C2 Service | N-NC/J664 |
| 7.1.7 | TBMCS & GCCS Training Service | N-NC/J664 |
| 7.1.8 | Air Event Information Sharing Service (A/EISS) | N-NC/J664 |
| 7.1.9 | Blue Force Tracking Service | N-NC/J664 |
| 7.1.10 | Battle Control System Fixed (BCS-F) | N-NC/J664 |
| 7.1.11 | Air Migration Evolution (AME) Service | N-NC/J664 |
| 7.1.12 | Processing System Display Migration (PDS-M) Service | N-NC/J664 |
| 7.1.13 | Missile Analysis and Reporting System (MARS) | N-NC/J664 |
| 7.1.14 | Command, Control Battle Management and Communications (C2BMC) Service | N-NC/J664 |
| 8.0 Directorate Services | 8.1 | Learning Management System | N-NC/J66 & N-NC/J7 |
| 8.2 | J8 LAN | N-NC/J66 & N-NC/J8 |
| 8.3 | J9 Law Enforcement Network | N-NC/J66 & N-NC/J9 |
&"Arial,Regular"&24Service Categories
N-NC Organizations
| Service Category | 1.0 Information Transport | 2.0 Network Distribution | | | | | | 3.0 Computing Services | | | | | 4.0 Application Services | | | | | | | | | | | | | | | 5.0 Network Management Services | 6.0 Information Assurance | | | | |
| Service Identification | 1.1 | 2.1 | 2.2 | 2.3 | 2.4 | 2.5 | 2.6 | 3.1 | 3.2 | 3.3 | 3.4 | 3.5 | 4.1 | 4.2 | 4.3 | 4.4 | 4.5 | 4.6 | 4.7 | 4.8 | 4.9 | 4.10 | 4.11 | 4.12 | 4.13 | 4.14 | 4.15 | 5.1 | 6.1 | 6.2 | 6.3 | 6.4 | 6.5 |
| Command Group |
| Commander |
| NORAD Deputy Commander |
| NORTHCOM Deputy Commander |
| Chief of Staff |
| POLAD |
| Senior Enlisted Advisor |
| Directorates |
| N-NC/J1 Manpower and Personnel |
| N-NC/J11 Joint Personnel Services Division |
| N-NC/J13 Policy and Programs/Senior Officer Division |
| N-NC/J14 Civilian Force Management Division |
| N-NC/J15 Personnel Plans and Operations Division |
| N-NC/J16 Manpower and Organization Division |
| N-NC/J17 Reserve Component Support Division |
| N-NC/J2 Intelligence |
| N-NC/J22 General Military Intelligence Division |
| N-NC/J23 Intelligence Operations Division |
| N-NC/J24 Intel and Civil Support Division |
| N-NC/J25 Plans, Policy and Programs Division |
| SSO - Special Security Office |
| N/J3 NORAD Operations |
| NJ32 Maritime Division |
| NJ33 Operations Division |
| NJ35 C2 Integration, Aerospace/Maritime Warning and Future Operations Division |
| NJ36 Cheyenne Mountain Division |
| N-NC/J39 Information Operations Division |
| N2C2 |
| NCJ3 NORTHCOM Operations |
| NCJ31 Ballistic Missile Defense Division |
| NCJ32 Special Operations Division |
| NCJ33 Current Operations Division |
| NCJ34 Force Protection/Mission Assurance Division |
| NCJ35 Future Operations Division |
| NCJ37 Readiness and Information Division |
| NCJ38 Contingency Operations Division |
| N-NC/J4 Logistics and Engineering |
| N-NC/J42 Engineering Division |
| N-NC/J43 Plans, Exercises and Training Division |
| N-NC/J44 Contracting Division |
| N-NC/J47 Mobility and Transportation Division |
| N-NC/J5 Plans, Policy and Strategy |
| NCJ52 Strategy and Policy Division |
| NCJ53 |
| NCJ55 Plans Division |
| NCJ58 Strategy Division |
| NCJ59 Security Cooperation and Partnership Division |
| N-NC/J53 Aerospace Division |
| N-NC/J54 Maritime Division |
| N-NC Nuclear Issues Coordination |
| N-NC/J6 Command Control Systems |
| N-NC/J6S Strategic Planning Group Division |
| N-NC/J62 Enterprise Operations Support Division |
| N-NC/J63 C4 Operations Division |
| N-NC/J64 Future Systems and Integration Division |
| N-NC/J65 Policy and Programs Division |
| N-NC/J7 Training and Exercises |
| N-NC/J71 Joint Exercise Division |
| N-NC/J72 Joint Education and Training Division |
| N-NC/J73 Initial Qualification Training Division |
| N-NC/J74 Joint Support Division |
| N-NC/J8 Programs, Resources and Analysis |
| N-NC/J81 Capabilities and Requirements Division |
| N-NC/J82 Programs and Evaluations Division |
| N-NC/J83 Financial Management Division |
| N-NC/J84 Analysis Division |
| IC Interagency Coordination |
| DIT Domestic Initiatives Team |
| ICO Interagency Operations and Training |
| ICP Preparedness and Planning |
| ICT Interagency Concepts and Technology |
| JIACG Joint Interagency Coordination Group |
| NC/SJFHQ Standing Joint Forces Headquarters |
| NC/SJFHQ Info Superiority Division |
| NC/SJFHQ Opscen Division |
| NC/SJFHQ Support Division |
| Special Staff |
| CP Command Protocol |
| CSC Directorate of Communication |
| CX Commanders Action Group |
| HC Chaplain |
| HO History Office |
| IG Inspector General |
| JA Judge Advocate |
| LA Legislative Affairs |
| NG National Guard Advisor |
| PA Public Affairs |
| RF Reserve Forces |
| SG Command Surgeon |
| WO Washington Office |
| Battle Staff |
| COG Current Operations Group |
| ICC Interagency Coordination Center |
| ISC Information Synchronization Cell |
| FPC Future Plans Center |
| FOC Future Operations Center |
| JSG |
| N2C2 |
| OPG |
| TNCC |
| Tenant Organizations |
| DIA Western Conus Region Support Center |
| DISA NORTHCOM |
&"Arial,Regular"&24Organization to Service Mapping
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 Description |
| Provides seamless IP and ATM connectivity to the Defense Information Systems Agency (DISA) global Unclassified but Sensitive Internet Protocal Router Network (NIPRNet) and Secret Internet Protocol Router Network (SIPRNet). Allows for the transport of NORAD Enterprise Network (NEN) data, voice and video to subordinate entities across the NORAD Enterprise Network (NEN). 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, Subordinates, and Components. This service ensures interoperability between USNORTHCOM forces, the DISA GIG/DISN, as well as civil responder couterparts. |
| 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, facilities within Cheyenne Mountain Air Force Station, NORAD Regions and Sectors, and USNORTHCOM Subordinates, Components and deployed locations.
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 | |
| 1.2 | 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 incidents related to the SIPR, SIPR-REL, NIPR, & NEN Portals. 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 |
1.2
1.2 Defense Switched Network (DSN) Service
| Service Description |
| 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. Coordintation 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 140, & GOFO Housing), facilities within Cheyenne Mountain Air Force Station, Western CONUS Regional Support Center.
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 | |
| Roles and Responsibilities | | | | | | |
| N-NC/J67 Government | 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 |
| Service Strategy Support | | | | | |
| Portfolio | C | C | | | |
| Financial Management | C | C | | | |
| Demand | C | C | | | |
| Service Design | | | | | |
| 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 |
| Service Transition | | | | | |
| Change | C | C | | | |
| SACM | C | C | | | |
| IT Knowledge Management | C | C | | | |
| Change Evaluation | C | C | | | |
| Release & Deployment | C | C | | | |
| SVAT | C | C | | | |
1.3
1.3 Defense Red Switch Network (DRSN) Service
| Service Description |
| 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 140, & GOFO Housing), facilities within Cheyenne Mountain Air Force Station, Western CONUS Regional Support Center.
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 | |
| Roles and Responsibilities | | | | | | |
| N-NC/J67 Government | 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 |
| Service Strategy Support | | | | | |
| Portfolio | C | C | | | |
| Financial Management | C | C | | | |
| Demand | C | C | | | |
| Service Design | | | | | |
| 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 |
| Service Transition | | | | | |
| Change | C | C | | | |
| SACM | C | C | | | |
| IT Knowledge Management | C | C | | | |
| Change Evaluation | C | C | | | |
| Release & Deployment | C | C | | | |
| SVAT | C | C | | | |
1.4
1.4 Deployable Communications Service
| Service Description |
| Provides Deployable Communications capabilities to support deployable command elements of USNORTHCOM, Subordinates, and Components. This service ensures interoperability between USNORTHCOM forces, the DISA GIG/DISN, as well as civil responder couterparts. |
| 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) |
| Roles and Responsibilities | | | | |
| N-NC/J67 Government | 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 2 | I | R - Tier 1 |
| Access | C | C | I | R/A |
| 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 |
| Service Strategy Support | | | | |
| Portfolio | C | C | | R/A |
| Financial Management | C | C | | R/A |
| Demand | 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 |
| Change Evaluation | C | C | | R/A |
| Release & Deployment | C | C | I | R/A |
| SVAT | C | C | | R/A |
1.5
1.5 International Communications Interoperability
| Service Description |
| Provides Communications interoperbility 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. |
| 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) |
| 1.5 | 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) |
| Roles and Responsibilities | | | | |
| N-NC/J67 Government | 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 2 | I | R - Tier 1 |
| Access | C | C | I | R/A |
| 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 |
| Service Strategy Support | | | | |
| Portfolio | C | C | | R/A |
| Financial Management | C | C | | R/A |
| Demand | 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 |
| Change Evaluation | C | C | | R/A |
| Release & Deployment | C | C | I | R/A |
| SVAT | C | C | | R/A |
1.6
1.6 Interagency Communications Interoperability
| Service Description |
| Provides Communications interoperbility 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) |
| Roles and Responsibilities | | | | |
| N-NC/J67 Government | 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 2 | I | R - Tier 1 |
| Access | C | C | I | R/A |
| 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 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 |
| Financial Management | C | C | | R/A |
| Demand | 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 |
| Change Evaluation | 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 |
2.1
2. 1 Local Area Network Service
| Service Description |
| The ability to route, switch, distribute and manage signals, data and information using networks and/or communication links within NORAD and USNORTHCOM facilities. Services includes all physical media required (e.g. jack, fiber/cable, switching, router) to connect to the NIPRNet, SIPRNET, and RELCAN. Service extends Services under # 1. Information Transport to the end devices in Service #3 Computing Services. All local area network services on NIPR, SIPR, and NEN will be compliant to DISA NETWORK INFRASTRUCTURE Network Access Control Version 8, Release 1 Supplement of Network Infrastructure STIG, V8R1 for Port Authentication with 802.1x. The CENTRIXs network has communication nodes at Bldg 2, Bldg 920, and CMAFS (Future COOP) for approximately 35 workstations and 100 users; the N2ITMS Contractor is responsible for Tier1/2 for CENTRIXS, with DISA DEC Colombus providing Tier 2/3. Firewall Management. |
| Service Parameters | | | |
| Service Type: | Mission | Mission Assurance Category Level: | 1 |
| Service Scope | Service provides support to the NORAD and USNORTHCOM Headquarters Enterprise Network customers and users. | | |
Service Locations Service locations include buildings on Peterson AFB (Buildings 2, 920, 1470, 1471, Hangar 140, & GOFO Housing), SAIC Building, facilities within Cheyenne Mountain Air Force Station, and Server LANs at NORAD Regions and Sectors, and USNORTHCOM Subordinates, Components.
Service Dependencies IP Transport
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. |
| Service # | Service Name | Service Package | |
| | Core Service Package(s) | Service Level Package(s) |
| 2.1 | Local Area Network Service | | |
| 2.1.1 | | Unclassified (NIPRNet) Local Area Network | |
| 2.1.1.1 | | | Unclassified (NIPRNet)Wireless Local Area Network Service |
| 2.1.2 | | Classified (SIPRNet) Local Area Network | |
| 2.1.2.1 | | | Classified Releasable to Coalition (SIPR- REL) Local Area Network Service |
| 2.1.3 | | NORAD Enterprise Network (NEN) Classified Local Area Network Service | |
| 2.1.4 | | Coalition Enterprise Network for Information Exchange System (CENTRIXS) - Mexico Local Area Network Service | |
| 2.1.5 | | Network Time Service | |
| Service Key Performance Parameter (KPP) | Threshold | Objective | Action Required |
| 2.1 Local Area Network Service | | | |
| Continuity - Level II | | | |
| Return to Operations | 4 hours | 2 hours | Report Immediately |
| Availability | | | |
| Top Level Architecture (TLA) Stack | | | |
| Hardware | 95% | 99% | Report w/i 30 days Objective, Report Immediately Threshold |
| Service | 98.50% | 99.50% | Report w/i 30 days Objective, Report Immediately Threshold |
| Distribution/Access Layer | | | |
| Hardware | 95% | 99% | Report w/i 30 days Objective, Report Immediately Threshold |
| Service | 98.50% | 99.50% | Report w/i 30 days Objective, Report Immediately Threshold |
| Capacity | | | |
| Top Level Architecture | | | |
| Bandwidth Utilization | 70% | 60% | Report w/i 30days; Sustain Threshold for 30 day Avg TR or BW Increase |
| Distribution/Access Layer | | | |
| Bandwidth Utilization | 70% | 60% | Report w/i 30days; Sustain Threshold for 30 day Avg TR or BW Increase |
| Enterprise Tier Level Responsibilities | |
| Tiers | Tasks |
| 2.1 Local Area Network Services | |
| Tier 1 | |
| Service Desk & System Administrator(s) | Identify, Log, Categorize, Prioritize, Diagnos, & Escalate if necessary all incidents related to the SIPR, SIPR-REL, NIPR, & NEN Portals. 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 Technician(s) Network Engineer(s) | 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 Technician(s) Network Engineer(s) | 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 | | | | |
| 2.1 Local Area Network Services | | | | |
| Position | Certification Requirement | FTE Objective | FTE Threshold | DoD 8570 Level |
| Network Engineer (Senior) | CCNP | 2 | 1 | IAT II |
| Network Control Technician (Junior) | CCNA | 3 | 2 | IAT I |
| Network Control Technician (Associate) | CCNA | 3 | 2 | IAT I |
| Information System Security (Network) (Junior) | CCNP (Security) | 1 | 0.5 | IAT I |
| Roles and Responsibilities | | | | |
| N-NC/J67 Government | N2ITSM Contractor | Regions/Sectors/Subordinate/ Component/Deployed Location | NORAD and USNORTHCOM Customers Users |
| Service Owner | C | R | | | |
| Service Desk | C | R/A | | | |
| Incident | C | R/A Tier 1,2,3 | I | R - Tier 2 | R - Tier 3 |
| Access | C | R/A | I | | |
| Request Fulliment | C | R/A | I | | |
| IT Operations | C | R/A | | | |
| Event | C | R/A | | | |
| NOC Support | C | R/A | | | |
| Technical Management | C | R/A Tier 1,2,3 | | | |
| Problem | C | R/A | I | C | I |
| Application Management | C | R/A Tier 1,2,3 | | | |
| Problem | C | R | I | C | I |
| Service Strategy Support | | | | | |
| Portfolio | C | R/A | | | |
| Financial Management | C | R/A | | | |
| Demand | C | R/A | | | |
| Service Design | | | | | |
| Availability | C | R/A | C | C | C |
| Capacity | C | R/A | C | C | C |
| IT Service Continuity | C | R/A | C | C | C |
| Information Security | C | R/A | | | |
| Supplier | C | R/A | | | |
| Catalog | C | R/A | | | |
| Service Level Management | C | R/A | C | C | C |
| Service Transition | | | | | |
| Change | C | R/A | | | |
| SACM | C | R/A | | | |
| IT Knowledge Management | C | R/A | | | |
| Change Evaluation | C | R/A | | | |
| Release & Deployment | C | R/A | | | |
| SVAT | C | R/A | | | |
2.2
2.2 Remote Access Service
| Service Description |
| Provide services that allow users to access the network from remote locations via the internet or GIG. Provide virtual private network, type 1 encrypted tunnels, GRE tunnels, IPSEC tunnels, SSL enabled tunnels and other means of secure and encrypted remote access to NORAD and USNORTHCOM resources. User authentication and identification is facilitated via DoD PKI Certifications on the DoD Common Access Card or equivalent smart card. This Service includes the extention of NORAD and USNORTHCOM networks to remote locations using site to site VPNs and other encrypted tunnels. This service also includes connection of deployable and mobile communication systems such as TALON, Swiftlink, SME PED, SmartPhones, Smart devices etc. This service includes classified and unclassifed remote services and base station provided by the Mission Mobility Wolf Pack system which includes VPN Gateway, SIPR Gateway, NIPR DMARC Router, and 4 Modular Communications Suites. Service maintains the network to support NORAD and USNORTHCOM partners' ability to connect over encrypted tunnels back to their home networks. Remote Access service includes the Commander's (CCIT) , J3, and J6 mobile communications packages provided by Wolfpack service assets. |
| 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 140), facilities within Cheyenne Mountain Air Force Station, NORAD Regions and Sectors, and USNORTHCOM Subordinates, Components, ODC Mexico, ODC Bahamas, and deployed locations.
Service Dependencies IP Transport, PKI services
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. |
| Regions, Sectors, Subordinates, and Components | 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) | |
| Commander's Communication IT Support Team | Identify required availaibility and reliability thresholds and formalize coordination and reporting procedures for services provide to NORAD and USNORTHCOM by the Commander's Communication IT support team. |
| Service # | Service Name | Service Package | |
| | Core Service Package(s) | Service Level Package(s) |
| 2.2 | Remote Access Service | | |
| 2.2.1 | | Unclassified (NIPRNet) Remote Access | |
| 2.2.2 | | Classified (SIPRNet) Remote Access | |
| 2.2.3 | | Classified NORAD Enterprise Network (NEN/RELCAN) Remote Access | |
| 2.2.4 | | Outbound VPN service | |
| Service Key Performance Parameter (KPP) | Threshold | Objective | Action Required |
| 2.2 Remote Access Service | | | |
| Continuity - Level II | | | |
| Return to Operations | 4 hours | 2 hours | Report Immediately |
| Availability | | | |
| Hardware | 95% | 99% | Report w/i 30 days Objective, Report Immediately Threshold |
| Service | 98.50% | 99.50% | Report w/i 30 days Objective, Report Immediately Threshold |
| Capacity | | | |
| Number of Simultaneous Users | | | Report w/i 30days; Sustain Threshold for 30 day Avg TR Increase |
| Enterprise Tier Level Responsibilities | | |
| Tiers | Tasks | Actions |
| 2.2 Remote Access Services | | |
| Tier 1 | | |
| Service Desk & Network Technician(s) | Identify, Log, Categorize, Prioritize, Diagnos, & Escalate if necessary all incidents related to the SIPR, SIPR-REL, NIPR, & NEN Portals. 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 Technician(s) Network Engineer(s) | 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 Technician(s) Network Engineer(s) | 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 | | | | |
| 2.2 Remote Access Services | | | | |
| Position | Certification Requirement | FTE Objective | FTE Threshold | DoD 8570 Level |
| Network Control Technician (Associate) | CCNA | 1 | 0.5 | IAT I |
| Roles and Responsibilities | | | | |
| N-NC/J67 Government | N2ITSM Contractor | Regions/Sectors/Subordinate/ Component/Deployed Location | NORAD and USNORTHCOM Customers Users |
| Service Owner | C | R | | | |
| Service Desk | C | R/A | | | |
| Incident | C | R/A Tier 1,2,3 | I | R - Tier 2 | R - Tier 3 |
| Access | C | R/A | I | | |
| Request Fulliment | C | R/A | I | | |
| IT Operations | C | R/A | | | |
| Event | C | R/A | | | |
| NOC Support | C | R/A | | | |
| Technical Management | C | R/A Tier 1,2,3 | | | |
| Problem | C | R/A | I | C | I |
| Application Management | C | R/A Tier 1,2,3 | | | |
| Problem | C | R | I | C | I |
| Service Strategy Support | | | | | |
| Portfolio | C | R/A | | | |
| Financial Management | C | R/A | | | |
| Demand | C | R/A | | | |
| Service Design | | | | | |
| Availability | C | R/A | C | C | C |
| Capacity | C | R/A | C | C | C |
| IT Service Continuity | C | R/A | C | C | C |
| Information Security | C | R/A | | | |
| Supplier | C | R/A | | | |
| Catalog | C | R/A | | | |
| Service Level Management | C | R/A | C | C | C |
| Service Transition | | | | | |
| Change | C | R/A | | | |
| SACM | C | R/A | | | |
| IT Knowledge Management | C | R/A | | | |
| Change Evaluation | C | R/A | | | |
| Release & Deployment | C | R/A | | | |
| SVAT | C | R/A | | | |
2.3
2.3 Public Internet Service
| Service Description |
| Provide protected and unprotected access to the public internet via the NIPRNet and commercial circuits. N-NC provides one Point of Presence to the local Peterson AFB public internet service provider. |
| Service Parameters | | | |
| Service Type: | Business | Mission Assurance Category Level: | 3 |
| Service Scope | Service provides support to the NORAD and USNORTHCOM Headquarters Enterprise Network customers and users. | | |
Service Locations Service locations include buildings on Peterson AFB (Buildings 2, 920, 1470, 1471, & Hangar 140), facilities within Cheyenne Mountain Air Force Station, Western CONUS Regional Support Center, and GOFO housing.
Service Dependencies IP Transport, Network Distribution
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. |
| Service # | Service Name | Service Package | |
| | Core Service Package(s) | Service Level Package(s) |
| 2.3 | Public Internet Service | | |
| 2.3.1 | | Commercial Internet Access | |
| Service Key Performance Parameter (KPP) | Threshold | Objective | Action Required |
| 2.3 Public Internet Services | | | |
| Continuity - Level IV | | | |
| Return to Operations | 24 hours | 12 hours | Report Immediately |
| Availability | | | |
| Hardware | 95% | 98% | Report w/i 30 days Objective, Report Immediately Threshold |
| Service | 95% | 98.00% | Report w/i 30 days Objective, Report Immediately Threshold |
| Capacity | | | |
| Number of Simultaneous Users | 24 | 12 | Report w/i 30days; Sustain Threshold for 30 day Avg TR Increase |
| Enterprise Tier Level Responsibilities | | |
| 2.3 Public Internet Services | | |
| Tiers | Tasks | Actions |
| Tier 1 | | |
| Service Desk & Network Technician(s) | Identify, Log, Categorize, Prioritize, Diagnos, & Escalate if necessary all incidents related to the SIPR, SIPR-REL, NIPR, & NEN Portals. 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 | | |
This is the start of the file's text. The full file is on GovTribe.
