MIOES Industry Monthly April 2024.pdf
PDF 965 KB Posted
- Attached to
- MDA IT Operations & Engineering Solutions (MIOES) - CANCELED Federal contract opportunity
- Solicitation number
- HQ0857-MIOES-ZA
- Issued by
- DOD Missile Defense Agency
About this file
This document appears to be a presentation on the Missile Defense Agency's (MDA) Information Technology Services (ITS) and the Integrated Service Desk (ISD) that supports the agency's daily operations and research, development, test, and evaluation (RDT&E) mission requirements.
The presentation covers the ISD's role as the primary point of contact for all IT services provided by the MDA Chief Information Officer. It outlines the ISD's mission, service areas, and operational support, including providing IT incident management, service request management, and end-user support across the agency's global locations. The presentation also provides details on the ISD's service delivery model, scheduling, and the use of the BMC Remedy service management software. Additionally, it highlights the historical growth in the MDA's supported user base, workstations, servers, and sites, as well as the focus areas for incident management, configuration management, asset management, and dashboard automation.
While this document does not directly address a federal contract opportunity, it provides valuable context and background information that may be relevant to the upcoming MDA Integration and Operations for Enterprise Solutions (MIOES) contract solicitation mentioned in the related information.
View the file
Other files for this federal contract opportunity
Show all 50
MDA IT Operations & Engineering Solutions (MIOES) - CANCELED has more files on GovTribe.
On GovTribe
Work with this file on GovTribe
- Download the original file
- Contacts named in this file
- Similar government files
- Ask GovTribe AI about this file
Text version
MIOES Industry Monthly Service Desk Requirements and Operations
By: Julie Thomason Director, Information Technology Services
Missile Defense Agency April 3, 2024
Information Technology Services (ICS)
Mission Statement
Provide real-time reliable, sustainable and secure IT service delivery across MDA in support of day-to-day operations and RDT&E mission requirements.
Providing service and support via:
• End User Services
• Application and Data Management
• Special Access Programs / Cross Domain Solution
End User Services (Services Areas)
End User Services (EUS)
• Provides operations, maintenance and helpdesk support to MDA users.
• Service areas:
1. Unclassified Standard User Desktop
2. Unclassified Standard User Laptops
3. Client Support System Administration
4. VIP & Standard User Onsite Technicians
5. Help Desk and Remedy Ticketing Service
6. Printing and Copy Services
7. Classified Thick Clients
8. Classified Thin Clients
9. Email Services
10.File Services
11.Directory Services
12.Messaging
13.Applications
14.Break-fix
Integrated Service Desk (ISD) Support
• The MDA Integrated Service Desk (ISD) is designed to be the primary POC for “all IT services” provided by the MDA Chief Information Officer (CIO). As part of the MDA Customer Support Branch, the ISD’s mission is to provide quality support and information to users with as many first contact resolutions as possible.
• The ISD is an enterprise operation, providing IT support to MDA users across the globe with four primary United States regions located in Colorado Springs, CO (COS); Huntsville, AL (HSV); the National Capital Region (NCR); and Dahlgren, VA (DLG).
• The ISD is one centralized IT customer service crew based in HSV with a redundant physical location in COS. The ISD provides MDA IT customers with a centralized entry point to access MDA IT services, information, and support.
• The ISD does not have a physical presence at all MDA locations. The ISD is a virtual presence, operating from a single phone number and unified central management. Limited ISD walk-in services are available in HSV and COS. When a customer’s issue cannot be resolved by the ISD, a ticket is routed to an appropriate team for resolution.
Integrated Service Desk (ISD) Support (cont)
Items Deployed Desktops 5,482 Drives, DVD 1,191 Drives, External 271 Monitors 29,891 Laptops 11,863 Mobile Phones ~2,750 Tablets ~100 Thin Clients 7,653 Thick Clients ~2,024
Total 61,225
• Provide IT operational support that oversees the day-to-day and strategic operational execution of MDA general services network.
Integrated Service Desk, Client Support Administration, Executive Services Support, and Change Management. Support the Director's vision of providing a secure, reliable, and robust set of core IT services.
• Dedicated onsite support personnel provide a variety of support at various remote or non-core site (i.e. FGA, VAFB, PMRF, etc.) locations.
• Troubleshooting and identifying IT issues to ensure services being provisioned are available for the customers use
• Executive Support team supporting various MDA executive users identified as VIPs and their immediate staff
• Configuring various hardware items (i.e. desktops, laptops, printer) and software applications (i.e. WIN11, MS Office, etc.) as requested by users.
• Manage, install and repair HW/SW
Service Overview
– Service Overview
• The main focuses of the ISD is IT Incident Management and IT Service Request Management (Incident [INC]/Kinetic Service Request [KSR]/Task). MDA customers (or IT users) report incidents or service requests by phone, email, walk-in (for classified password resets), or via the MDA CIO IT Service Catalog. Initial calls for break/fix to the ISD are defined as INCs. ISD personnel respond to incidents IAW the ITSM Incident Management Procedure.
• INCs are logged in the Remedy MDA Request Tracking System (MDARTS). ISD technicians use the Remedy-MDARTS custom templates, central knowledge management database, articles on the MDA Knowledge Online (MKO) SharePoint website, and the Customer Support Microsoft OneNote knowledge database to resolve the majority of incidents.
• The hardware platforms of IT users are assets. The included asset database in MDARTS allows the ISD to work with other crews to identify the assets associated with incidents or problems.
Operational and Support Environments
– Operational and Support Environments
• Using an Automated Call Directory (ACD) system, the central contact line for the ISD can be reached worldwide by calling (1-888) MDA-DESK ([1-888] 632-3375). Because ISD technicians are based in two geographical locations (i.e., HSV and COS), ISD services will be available regardless of conditions, such as weather emergencies.
• Customers may also contact ISD via email (mdaservicedesk@mda.mil) on the Unclassified Network (UNet) for issues that are not urgent.
Scheduling
– Scheduling
• Walk-in service is available in HSV Von Braun and in COS Building 720. Walk-in service is offered during advertised times for users to reset Classified Network (CNet) passwords, set up temporary passwords, and answer account verification questions for UNet users who do not have a Common Access Card (CAC).
ISD Normal Operations
– ISD Normal Operations
• Upon calling the ISD, customers are greeted by a short, recorded message and then directed to an available technician. If high call volume causes a delay, customers enter the response queue to wait for the next available technician. If a customer leaves a voicemail, messages are retrieved by technicians throughout the day for ticket creation or customer call backs.
BMC Remedy
– BMC Remedy
• BMC Remedy is a service management software suite developed by BMC Software. It includes various modules for IT service management
• The software is designed to help organizations streamline their IT and business processes, improve service delivery, and enhance overall efficiency.
Historical Growth Rate
* Note: Unclass Desktops (5,482), Unclass Laptops (11,863), Class Thick Clients (2,024) and Class Thin Clients (7,653)
Historical Growth Rate Year Increase 2012 2024
Supported User Base 10,000 12,000 20% Number of Workstations
(Unclassified & Classified) 9,600 *27,022 Almost Triple
Number of Servers 1,100 3,720 Quadruple Number of Special Circuits 493 493 0%
Number of Sites 150 220 47%
Focus Areas
– Incident Management
• Standardize input enterprise wide
– Configuration Management
• Automation of Asset Management Tools for tracking real-time information
– Asset Management
• The current location of all MDA assets, the associated user, software, etc.
– Dashboard Automation
• Dashboards that provide real-time data that the government has the ability to see current up to date information without having to contact the contractors. Information needs to be readily available and pulled from authoritative data sources.
| Slide Number 1 |
| Information Technology Services (ICS) |
| End User Services�(Services Areas) |
| Integrated Service Desk (ISD) Support |
| Integrated Service Desk (ISD) Support (cont) |
| Service Overview |
| Operational and Support Environments |
| Scheduling |
| ISD Normal Operations |
| BMC Remedy |
| Historical Growth Rate |
| Focus Areas |
File details come from the government source that posted it. Updated .