Appendix B Contractor User Guide for Remedy AIM 20190523D.docx

APPENDIX B

Contractor User Guide for the AT/FP Ashore AIM and Remedy Systems

May 2019

Prepared for:

Naval Facilities Engineering Command (NAVFAC) Anti-Terrorism/Force Protection Ashore (AT/FP Ashore)

APPENDIX B

Foreword

This User Guide constitutes “Appendix B” for Contracts and Task Orders issued under the AT/FP Ashore Program. The guide details Contractor logistics responsibilities and AT/FP Ashore processes with respect to the reporting and handling of assets, configuration management, corrective and preventive maintenance, training, documentation, and deliverables.

In the event of a conflict between the text of this document and the references cited herein, the text of this document takes precedence. Nothing in this document, however, supersedes applicable laws and regulations unless a specific exemption has been obtained.

TABLE OF CONTENTS

Appendix B

1. Introduction This guide details Contractor logistics responsibilities and AT/FP Ashore processes with respect to the reporting and handling of assets, configuration management, corrective and preventive maintenance, deliverables, and project status utilizing two AT/FP Ashore Web sites, the AT/FP Ashore Remedy System and AT/FP Information Module (AIM) Portal. Details in using these systems can be found in the imbedded user guides in Section 5. Attachments.

1.1. The AT/FP Ashore Remedy System

The NAVFAC AT/FP Ashore Remedy System is a collection of computer hardware and software implemented by NAVFAC AT/FP Ashore Program Management Office (PMO) that utilizes the BMC Software, Inc. Remedy Enterprise Suite of software to provide Help Desk, Asset Management, Change Management, and Knowledge Management support. Remedy provides the following support for installed AT/FP systems:

· A Help Desk application that logs customer requests (questions, repair issues, training issues, emergencies, etc.);

· An issue resolution and tracking system;

· Automatic triggering of notifications and escalations based upon defined criteria;

· An asset tracking system;

· A preventive maintenance and inspection tracking system;

· An application that can be securely accessed remotely via the Web; and Operational Availability (Ao) tracking based upon service call life cycles.

1.2. The AT/FP Ashore AIM Portal

The AT/FP Ashore AIM System is a web based digital dashboard that provides a customized solution for AT/FP Ashore personnel that consolidates areas of cost, schedule, performance, contracts, risks, deviations, sustainment, and actions. AIM provides single-click access to analytical and collaborative tools and brings an integrated view of AT/FP‟s knowledge sources to an individual's desktop, enabling better decision making by providing immediate access to key information.

AT/FP Information Module provides a dedicated website page for each AT/FP Ashore project, as well as higher-level views for the PMO and other teams and working groups. The AIM portal is constructed in a hierarchical fashion allowing for the concatenation of data at higher levels to provide automated high-level views of Program health.

1.3. Accessing AT/FP Ashore Web Sites

Contractors shall access the AT/FP Ashore Remedy System and the AIM Portal via the Internet through secure web sites to document and complete both execution and sustainment activities related to Contract Data Requirements List (CDRL) submissions, project status, inventory tracking, technical support and equipment maintenance history (preventive maintenance, corrective maintenance, and 24-hour emergency response).

Contractors must have the ActivClient software installed on their computers for AIM and/or Remedy account requests and active accounts. ActivClient is a commercial off-the-shelf software application and is used for user authentication for these systems including the self-registration site. The ActivClient software is updated regularly and occasional patches are released; a current version/patch level is required.

The Contractor shall obtain a Public Key Infrastructure-enabled CAC with a Personal Identification Number (PIN) and a computer with the appropriate card reader and associated software/drivers to access the AT/FP Ashore websites.

Both Remedy and AIM employ “Single Sign On (SSO)” technology for user authentication and authorization and permits approved Common Access Card (CAC) holders’ access to the database.

Access to Remedy and AIM is gained by going to the following web site and submitting a request: https://sso.navatfp.sd.spawar.navy.mil/_layouts/AIMSelfRegistration/SelfRegistration.aspx

Once the request is approved, Remedy can be accessed at: https://ars.navatfp.sd.spawar.navy.mil

AIM can be accessed at:

https://aim.navatfp.sd.spawar.navy.mil

Contractors shall notify the AIM/Remedy team at aim-remedy@altusts.com when personnel leave their company and/or the AT/FP Ashore program to ensure accounts are disabled in a timely manner. Notifications should be sent in advance (preferred) stating the effective date; or at a maximum within one business day of the employee’s departure.

2. Contractor Responsibilities:

The Contractor will be responsible for the following:

· Submitting all task order deliverables including, but not limited to, asset and configuration information through the AT/FP Ashore Remedy System;

· Submitting any requested changes, in writing, to the Public Works Department/Facilities Engineering Acquisition Division/Administrative Contracting Officer (PWD/FEAD/ACO) via the standard contract process; and responding to all tasking (corrective and preventive maintenance requests) and updating the associated service calls appropriately through the AT/FP Ashore Remedy System.

· Maintaining project-related data in the AT/FP Ashore AIM Portal.

2.1 Submitting Task Order Deliverables

At a minimum, all task order CDRLs shall be submitted to the ACO and also electronically via the AT/FP Ashore Remedy System utilizing the CDRL Data Submission Form accessible in the AT/FP Ashore Remedy System Applications Console. The content and extent of task order deliverables is project specific to each individual contract/task order. A list of applicable deliverables is available in Appendix D - Data Requirements Checklist and Deliverable Expectation Document (DED) Package within each individual contract/task order.

2.2 Asset and Configuration Management

The AT/FP Ashore Remedy System will be utilized to track AT/FP assets and configuration management data. Contractors shall make submissions of asset data as specified in the Appendix D - Data Requirements Checklist and DED Package.

All submissions of data to the AT/FP Ashore Remedy System automatically generate a reference number of the transaction for tracking and reporting purposes.

Contractors will be notified electronically via email of either submission approval or requests for additional information. Approvals or requests for additional information will also be accessible through the AT/FP Ashore Remedy System/AIM Portal.

2.2.1 Submitting Data

Contractors shall submit all data relating to the configuration and management of assets electronically through the AT/FP Ashore Remedy System. Each asset record must be associated with an AT/FP Ashore project name following a pre-defined project naming convention of Principal Category, Family of Systems, Region, Base and Unique I.D. project names are provided in the individual task orders. Data fields and template spreadsheets are provided as Government Furnished Information and requirements are detailed in the CDRL requirements and associated DED, as applicable. Contractors shall make submissions of asset data as specified in the Appendix D - Data Requirements Checklist and DED Package.

Contractors will be notified electronically via email of either submission approval or requests for additional information.

2.2.2 Change Management/Engineering Change Proposals (ECPs)

Any requested changes to form, fit, function, cost, schedule, performance, system interfaces, system architecture, documentation, etc. shall be submitted via email to the NAVFAC ATFP Ashore Sustainment Director.

2.3 Preventive Maintenance

Contractors shall perform preventive maintenance as a regular part of their sustainment activities of AT/FP equipment. Detailed maintenance performance requirements will be specified in individual task orders.

2.3.1 Submitting and Maintaining Preventive Maintenance Schedules The Program Schedule for Sustainment Contracts shall be used to plan and track preventive maintenance activities for the duration of the contract. The Program Schedule includes the Preventive Maintenance Schedule milestones described in DED A002 Program Schedule and Progress Report and shall cover all sustained projects included in the contract. Each Project listed within the Preventive Maintenance Schedule includes tasks that describe the associated preventive maintenance activities and individual scheduled events, duration of each event, and the planned start and end date of each event. Each task indicates the periodicity of the event. The Preventive Maintenance Schedule shall be prepared using Microsoft Project Professional version 2013 or newer. The Microsoft Project file must include the following columns, at a minimum:

· Task Name (Title of Major Milestone, Project Name, Preventive Maintenance Task, etc.)

· Start (Planned Start Date)

· Finish (Planned Finish/End Date)

· Duration (Automatically Calculated by MS Project)

· Unique Remedy ID (The Associated Project Number when the Task Name Contains a Project Name)

· Type of PM (Hardware or Software)

The initial submission of the Program Schedule shall be submitted as a CDRL into the AT/FP Ashore Remedy System. Upon approval by the Government, the Contractor’s initial Program Schedule submission will become the approved baseline schedule in accordance with this Contract PWS. Once approved, the Sustainment Contractor shall synchronize the approved Preventive Maintenance Schedule with the AT/FP Information Module (AIM) via Microsoft Project Professional version 2013 or newer. The Contractor shall thereafter, on a monthly basis, update the Preventive Maintenance Schedule on the AT/FP Information Module (AIM) Portal to reflect the Contractor’s progress as it pertains to the Contract; however, this update does not change the approved baseline schedule that the Contractor is required to be in compliance with in accordance with this Contract PWS. The approved baseline schedule can only be changed through a formal Contract modification issued by the Contracting Officer.

In accordance with the Contract PWS, the contractor shall notify the Navy 311 Help Desk at least 30 days in advance of a preventive maintenance task in order to have a service call created and assigned back to the contractor. Note: as of 27 May 2016, AIM will trigger the AT/FP Ashore Remedy System to automatically create preventive maintenance incidents daily for any task that falls within the 30-day advance period. This service call shall be used by the Contractor to document work performed during the maintenance activity in the AT/FP Ashore Remedy System. The Contractor shall update the Work Log and resolve the service call per the PWS.

2.3.2 Scheduling & Notification of Maintenance

In accordance with the individual task order, the Contractor will conduct various maintenance planning functions.

Changes to the approved preventative maintenance schedule shall be submitted, in writing, to the PWD/FEAD/ACO via the standard contract process.

Notification to the Government of planned maintenance events will be submitted in accordance with timeframes specified within individual task orders. Notification must include the following information:

· Date/Time Duration of Maintenance/Repair

· Systems Impacted

· Nature of Work to be Performed

· POC Information

· Estimated Time to Completion

· Alternative Dates

· Concurrence/Non-Concurrence

2.4 Corrective Maintenance

As specified in the individual task order, the Contractor will provide response in the form of technical support to place a piece of equipment or system back in service after a failure or breakdown has occurred.

Contractors will most often be assigned corrective maintenance issues via the creation and assignment of a service call by the AT/FP Ashore Help Desk as a result of an end-user reporting an outage or support inquiry.

If the AT/FP Ashore Help Desk is unable to resolve the user’s problem on first call, the incident will be assigned to the appropriate Contractor based on the identified equipment/system in question. The Contractor will then be notified electronically via email of the incident assignment.

2.4.1 Technical Support

Contractors shall provide 24/7 technical support via their established account within the AT/FP Ashore Remedy System.

Within the AT/FP Ashore Remedy System, an incident is synonymous with a technical support request, a service call, or a service request. See individual task orders for details in responding to service requests.

The AT/FP Ashore Remedy System will maintain a history of all incidents. Within each incident, Contractors shall create work log entries documenting each action taken to resolve the issues; history information will be captured in the AT/FP Ashore Remedy System for historical, statistical and reporting purposes.

2.4.2 Responding to Incidents

Upon incident assignment, Contractors shall acknowledge receipt of the service call by contacting the requesting end-user and changing the status of the incident in the AT/FP Ashore Remedy System from Assigned to Work in Progress, Pending, or Resolved, as appropriate. See Table 1, Remedy Help Desk Ticket States, for an explanation of the various states of incidents and associated timers.

The work log in the AT/FP Ashore Remedy System must indicate that the Contractor has contacted or attempted to contact the customer and the work performed or plans for resolution. Contractors will respond to incidents within the timeframe specified in the individual task order.

2.4.3 Updating Incidents

The Contractor shall update assigned service requests in the AT/FP Ashore Remedy System on a daily basis to show progress and current status of the service request. At a minimum, updates to the work log shall include the following information as applicable to the type of incident/type of work log update:

· Date/Time Duration of Maintenance/Repair

· Systems Impacted

· Nature of Work to be Performed

· POC Information

· Anytime Action is Taken to Include:

· Parts Ordered

· Site Visits

· Parts Installed

· Testing

· Requester Contact (phone, e-mail, etc.)

· Shipping Tracking Numbers and Estimated Delivery Dates

· Material Delivery Coordination with N6/FECTLs/Operator, etc.

· Estimated Repair Date

· Required Coordination (i.e. Tower Crews, Space Access, etc.)

· Equipment Changed/Replaced

· Asset Information (location, serial number, part number, etc.) as required by CDRL A033 Completed Asset Data Template

· Related Company-Specific Trouble Call Number

Optional information included might consist of recommendations for changes in maintenance procedures, periodicity, or equipment substitutions. This information will be captured in the AT/FP Ashore Remedy System for historical, statistical, and reporting purposes.

Incident Data Accuracy Requirements For every assigned incident, verify the associated Project on the ATFP tab for accuracy. If incorrect, change the Project information and create a Work Log entry.

Update the Summary and Description if it is not complete or is inaccurate once more information is known.

Properly utilize the Operational and Product Categorization fields on the Classification and Resolution tabs.

Relate effected assets and software using the Relationships tab.

If requesting reassignment, provide detailed information as to why; do not simply state that this issue or asset or project is not covered under the contract. Provide details as to why the incident should be reassigned and to whom/group/organization.

Information provided in Work Log entries and the Resolution field should be complete enough that the incident is easily auditable and understood by all parties. Resolution information will be gathered and will become searchable to assist others in resolving similar incidents. Incidents should be documented thoroughly so that anyone familiar with the system or not, by reading the applicable fields (Problem Description, Work Logs, and Resolution) could understand the root cause, investigation processes, impact to system, customer, and program, time delays, path to resolution and applicable financial costs.

Change the Impact and Urgency to modify the Priority as applicable.

The Contractor shall refer to and follow the processes/procedures listed in the Ticket Handling Guide below for tickets falling into the categories listed:

2.4.4 Resolving Incidents

A service request is defined as resolved when the equipment/system in question is restored to an operable condition that meets the originally specified performance requirements of the AT/FP Ashore program and the incident within the AT/FP Ashore Remedy System has been updated with a status of Resolved.

Refer to Incident Incident Data Accuracy Requirements in Section 2.4.3 above.

A completed Customer Signoff Sheet shall be uploaded to the Customer Signoff Sheet attachment field of the incident form in Remedy prior to setting the status of the incident to Resolved.

If one or more parts/components were replaced as part of the corrective maintenance action, a completed Repair/Replace form shall be uploaded to the Repair/Replace Form attachment field of the incident form in Remedy prior to setting the status of the incident to Resolved.

The Customer Signoff Sheet and Repair/Replace Forms are Government Furnished Information.

Incidents shall be resolved within the timeframe specified in individual task orders.

3. Data Templates Data templates are provided as Government furnished information. Data templates shall be utilized to import required data into the AT/FP Ashore Remedy System. Please refer to the Contract or Task Order, CDRL/DED A033 Completed Asset Data Template and Task Order Appendix D - Data Requirements Checklist and DED Package of the individual task order.

4. Questions Questions regarding the use of the AT/FP Ashore Remedy System or AIM Portal may be submitted to ATFPSustainmentProgram@navy.mil.

5. Attachments The following attachments are provided for additional reference with regard to the use of the AT/FP Ashore AIM and Remedy Systems.

5.1 AIM User Guide

5.2 Remedy Incident Guide

5.3 Remedy CDRL Submission Guide

Table 1 – Remedy Help Desk Ticket States Remedy Help Desk Ticket States

STATUS

MEANING

AUTOMATICALLY POPULATED FIELDS

TIMERS AND ESCALATIONS

New

New service call that has not been assigned for action.

· Create Date

· Audit Trail

· Ticket escalation if not assigned.

Assigned

Service call has been assigned for action but has not been acknowledged by the assignee.

· Assigned Date

· Acknowledgement time clock starts. Resolution time clock starts.

· Ticket escalation if status is not set to Work In Progress, Pending, or Resolved within Task Order requirements.

Work In Progress

Service call resolution is in progress.

· Audit Trail

· Acknowledgement time clock stops.

· Resolution time clock continues.

· Ticket escalation if not resolved within Task Order limits.

Pending

Service call is in a hold state due to external factors.

· Pending Date

· Resolution time clock continues (minus approved Waiver time).

· Pending time clock starts.

· Ticket escalation if not resolved within Task Order requirements (minus approved Waiver time).

Resolved

Issue stated in the service call has been resolved and item affected has been returned to full service.

· Resolved Date

· All time clocks stop.

· If necessary, service call can be reopened or reassigned for additional work.

Closed

Service call has been closed.

· Closed Date

· After follow-up and validation, the service call is closed. Once closed, it cannot be reopened or modified.

image1.emf

AIM User Guide

27 January 2014 (Revised December 2014)

27 January 2014

AT/FP Ashore

Program Management Portal

AIM User Guide Service Providers ii AT/FP 27 January 2014 (Revised December 2014)

Table of Contents

1 Introduction

2 Logging into the AIM Site

2.1 Access to AIM for New Users

2.1.1 AIM Account Request Form

3 AIM Home Page: The “Enterprise Page”

3.1 Navigational Links

3.2 Reports and Status Area: Enterprise Level

3.2.1 Management Reports

3.2.2 Sustainment Reports

3.2.2.1 Open Ticket Report

3.2.2.2 Sustainment Policy

3.2.3 Project Status

3.2.3.1 Project List

3.2.3.2 CDRL Status

3.3 General Navigation within AIM

3.4 Regional Tabs

3.5 Display the Region’s Installations

3.6 The “Installation Page”

4 Project Schedule Updates and the Monthly Status Report

4.1 Project Schedule Updates

4.1.1 View the Milestones and Access the Project Schedule

4.1.1.1 Project Page

4.1.1.2 View the Project Milestones

4.1.1.3 Access the Schedule

4.2 Working the Schedule Workbook

4.2.1 Adjust Columns with the Slide Bar

4.2.2 Edit information within the Columns

4.2.3 Schedule Header Fields

4.2.3.1 Title Field

5 Contract Data Requirements Line Item Responses and Feedback

5.1 On the CDRL Trail

5.1.1 CDRLs are Uploaded to Remedy by Service Providers, then Pushed by Remedy to AIM

5.1.2 Reviewers Notified of CDRL Submission and Review Requirement iii

5.1.3 Reviewers Comment and Recommend Approval or Rejection

5.1.4 Service Providers MUST Acknowledge and Answer Reviewer Comments

5.1.5 Service Providers Respond to Review Comments

5.2 Follow along a Typical CDRL Review Process, Step-by-Step

5.2.2 CDRL Comments from the Installation Page

5.2 The CDRL Item is submitted for Approval through Remedy

5.2.3 Remedy Launches Reviewer Notifications with Links to the Referenced Review Page

5.2.4 Reviewers Review and Comment on CDRL Items

5.3.1 How to Log in to Review CDRL Status

5.4 How to Respond to CDRL Comments

iv

List of Figures

Figure 1. Digital Certificate Window USG Warning and Consent Banner AT/FP Information Portal Home Page Figure 2. Warning Banner Figure 3. Account Request Form Figure 4. Email Link on Acknowledgement Form Figure 5. Sample Acknowledgement Email Figure 6. Sample Confirmation Email Figure 7. Enterprise Page Figure 9. Open Ticket Download Figure 10. Regional Tabs Figure 11. NDW Regional Home Page Figure 12. CNRNDW Installations Figure 13. The Enterprise Home Page compared to the Regional Home Page Figure 14. List of NDW Installations Figure 15. Naval District Washington Region Page Figure 16. Navigate back to the Home Page Figure 17. Enterprise Page to the Project Page to Access the Project Schedule Figure 18. Project Milestones: Baseline and Actual Dates Figure 19. Installation Schedule Workbook Figure 20. Schedule Workbook Figure 22. “Title” Field Figure 23. “Start Date” Field Figure 24. Click to Open the “Calendar Tool” Figure 25. “Due Date” Field Figure 26. “% Complete” Field Figure 27. Task Status Drop Down Selections Figure 28. Priority Field Ranking Selections Figure 29. Predecessor Field Selections for SOVT Figure 30. Connectors on POAM Figure 33. Notification for CDRL Review Figure 34. CDRL Approval (with Comments) Notification Figure 37. CDRL Deliverables Link Figure 38. Email link to CDRL under review Figure 40. CDRL Evaluation Report file:///C:/Users/gjdevlin/Documents/Documentation%20Schedule/AIM%20User%20Guide%20%20SVC%20providersdraft%2027jan2014%20-%20Revised%20December%202014.docx%23_Toc409078480 file:///C:/Users/gjdevlin/Documents/Documentation%20Schedule/AIM%20User%20Guide%20%20SVC%20providersdraft%2027jan2014%20-%20Revised%20December%202014.docx%23_Toc409078481 file:///C:/Users/gjdevlin/Documents/Documentation%20Schedule/AIM%20User%20Guide%20%20SVC%20providersdraft%2027jan2014%20-%20Revised%20December%202014.docx%23_Toc409078482 file:///C:/Users/gjdevlin/Documents/Documentation%20Schedule/AIM%20User%20Guide%20%20SVC%20providersdraft%2027jan2014%20-%20Revised%20December%202014.docx%23_Toc409078484

1 Introduction

The AT/FP Information Module (AIM) is the online platform for the collection, aggregation, and analysis of data relating at AT/FP Ashore Program and Projects.

AIM is a web-based digital dashboard providing a customized solution for AT/FP Ashore personnel consolidating areas of cost, schedule, performance, contracts, risks, deviations, sustainment, and actions. AIM provides single-click access to analytical and collaborative tools and brings an integrated view of AT/FP’s knowledge sources to an individual's desktop. This immediate access to key information enables better decision making.

AIM provides a dedicated website page for each AT/FP Ashore Project, as well as higher-level views for the BMT, IPTs and working groups. The AIM portal is constructed in a hierarchical fashion allowing for the concatenation of data at higher levels to provide automated high-level views of Program health.

In this User Guide, we will be exploring options available in AIM for Service Providers. We will cover gaining access to AIM, logging into the AIM Site, and details regarding Project Schedule Updates and Contract Data Requirements List (CDRL) processing and reviews, and some general information about other areas contained in AIM.

2 Logging into the AIM Site

To log into the AIM site: type Contractors can view CDRL items which have been uploaded into Remedy and then transferred to AIM by accessing AIM. Use this link (CTRL+click to activate the link) (https://aim.navatfp.sd.spawar.navy.mil) or enter the address into your internet browser.

You will need to use your Common Access Card (CAC)1 to gain access to the website. You should see this window asking for your Certificate. Select your name and click “OK.”

Figure 1. Digital Certificate Window

Next, a window will open and you will enter your CAC Personal Identification Number (PIN). Click “OK” to enter the AIM Website.

1 AIM can only be accessed using a Common Access Card (CAC). Obtain a CAC through your local Government Contact.

https://aim.navatfp.sd.spawar.navy.mil/

You may see the following USG Warning and Consent (Banner) Message. Click “OK, Proceed to Application at the bottom of the message.

USG Warning and Consent Banner

If your permissions are properly set, you should see the AT/FP Information Portal Home Page, shown below.

AT/FP Information Portal Home Page

2.1 Access to AIM for New Users

If you are a new user, you will automatically be redirected to the Self-Registry Site.

Figure 2. Warning Banner

Click on the “OK, Proceed to Application” bar again. You should next see the “Account Request Form.”

We’ll run through some of the peculiarities of this form to help ensure you enter the correct information.

2.1.1 AIM Account Request Form

Figure 3. Account Request Form

New Users must complete the Account Request form to gain access to AIM. The request will be submitted to the Approving Manager who will determine your level of access.

Be sure to complete all the required information, and be sure you are entering correct information, or your request will be denied.

For instance, if you complete your form and select that you want access to both Remedy and AIM, but you are only authorized for access to AIM, your request will be rejected. If you specify the incorrect User Group, your request will be rejected. In both instances, you will need to submit a new request with the correct User Group specified if you wish to gain access to either system.

Rank

Select an appropriate “Rank” from the drop down listing.

If you leave the default (dash) or you select “Other” from the drop down list, no rank will be listed.

First Name, Last Name

Your First and Last Name should be pre-populated by information contained in your Common Access Card (CAC).

Notice it is “grayed out” and cannot be changed.

Email Address

Enter your email address.

This address is where you will be contacted when your AIM request is either approved or rejected, and is what will show up on the “Contact List.” It will also be where the system will send any automatic notifications in the future.

Phone

Enter your phone number. Please include the area code.

Support Region

Select your Support Region. Expand the drop down menu and select your Support Region from the listing provided.

Type of Account

Select your “Type” of Account. There are four types of accounts from which to choose: DoD Government, Non-DoD Government, DoD Contractor, and Non-DoD Contractor.

Select the appropriate type of account you need.

Justification/Reason/Area of Support

Enter a brief justification for your request.

While this fill in box can accept any number of characters, please try to keep your reasons brief and to the point.

Sponsor/POC Information

Please complete the information requested.

You will need to enter your Sponsor, their Email and phone number.

Account Access Selection

Please select which system you wish to access.

Note:

If you select both AIM and Remedy but are only authorized for one system or the other, your request will be rejected. You will need to resubmit your request a second time, seeking access to the appropriate system.

Submit your Request

When you are finished filling the form fields, click “Submit” in the lower left corner of the form. If you have made no errors that need to be corrected, you will see this “Acknowledgement Form.” This form summarizes your submission information.

This form lets you know your request has been successfully submitted. If you have immediate questions, you can use the AT/FP Contact Link (circled) on the form to request assistance.

Email link

Figure 4. Email Link on Acknowledgement Form

Acknowledgement and Confirmation Emails

You should receive an “Acknowledgement Email” which lets you know that your request has been submitted, and letting you know that it should take one or two days to process your request.

There is a link provided if you have further questions.

Confirmation of Approval Email

You should receive an email that notifies you that your account has been approved, and you are cleared to enter Aim.

The email will provide you the AIM link.

Welcome to AIM!!

Figure 5. Sample Acknowledgement Email

Figure 6. Sample Confirmation Email

3 AIM Home Page: The “Enterprise Page”

Your first view of the AIM Website after you log in should be the Enterprise Page, shown below.

Figure 7. Enterprise Page

3.1 Navigational Links

On the left side of your screen, there is a list of “Navigational Links” which take you to specific Team-focused areas of the AIM System, as well as the AT/FP Document Library, containing forms, contracts, task orders, and other AT/FP-related Documents.

3.2 Reports and Status Area: Enterprise Level

The large area in the middle of the screen is the Reports and Status Area.

Depending on the level of your access to the AIM System, you will see graphic links to reports and status update areas related to your responsibilities. Click the associated graphic to access Management Reports, Sustainment Reports, or Project Status information.

Navigational Links

Reports and Status Area

3.2.1 Management Reports

Management Reports provide graphical representations of the status and health of AT/FP Ashore Projects by Capability Area which are planned, in process, and sustained world-wide.

Management Reports include the Quarterly Status Report, Capability Slides, and ROP. The Quarterly Status Report is prepared in advance of the Quarterly Execution Review of the AT/FP Program by the Program Management Office (PMO).

3.2.2 Sustainment Reports

Sustainment Reports provide management with in-depth information regarding assets, response times, different maintenance functions, or any deviations from the project schedule. Sustainment Reports include the Open Ticket Report and Sustainment Policy.

We will discuss each of these reports in the subsections below.

3.2.2.1 Open Ticket Report

The AT/FP Ashore Help Ticket System allows AT/FP to expedite incident resolution by providing ready access to common solutions, known errors, and workarounds in a tightly-integrated knowledge base. The Open Ticket Report is a snapshot in time and details all the problems at the point in time, and what is being done to resolve the issues.

Click the Open Ticket Report Icon. This will be a document covering Help Desk Tickets in an Excel Worksheet, as shown below. You will be prompted to either open or save the file. If you wish to just view the Plan, click “Open.” If you wish to save the file to your computer, click “Save.”

Note This file is fairly large, so it may take a minute or two for your system to open and display it.

Again, to return to the Enterprise Page from this screen, click the “x” in the upper right corner to close the report, and you will be on the Enterprise Page once again.

3.2.2.2 Sustainment Policy

Click the Sustainment Policy Icon.

The Sustainment Policy is a guide that identifies NAVFAC AT/FP Sustainment responsibilities and what areas are the responsibility of CNIC N6, PWO, etc.

The Sustainment Policy is a living document and is revised often.

3.2.3 Project Status

Project Status includes Project List, CDRL Status and APM Report. We will discuss each of these areas in the subsections below.

Figure 9. Open Ticket Download

3.2.3.1 Project List

Click the Project List Icon. You will access a listing of all AT/FP Ashore Projects.

3.2.3.2 CDRL Status

Click the CDRL Status Icon. This area provides an interactive report of CDRL records. The report can be sorted or filtered through the column headings.

3.3 General Navigation within AIM

Note This User Guide will focus on areas you will be involved with as a Service Provider.

While the Remedy System will be the data collection and storage tool, you can think of AIM as your decision, tracking, and review tool. You can use the different links and tabs to access information collected and displayed to provide you information necessary to oversee the programs and projects you are managing. You can also update schedules, post and circulate/revise documents and interact with Customers as your Program and projects progress.

We will start by running through the various tabs at the top of the page.

3.4 Regional Tabs

You will see a row of Regional Tabs across the top of your Home Page. Click one of the Regional Tabs to open that Region’s Home Page (We will use NDW as an example).

Figure 10. Regional Tabs

From the Regional page, you can access a number of reports and documents concerning projects within the selected Region. In the example below, we’ve selected the “NDW Regional Home Page.”

Figure 11. NDW Regional Home Page

3.5 Display the Region’s Installations

Hover your cursor over the Regional Tab to see the list of Installations covered within that Region. Using our NDW example, hovering over the Regional Tab should display the list of seven installations, as shown below.

Figure 12. CNRNDW Installations

You may notice that while it looks very similar to the Enterprise Home Page (the first page you see when you log into the AIM System), your Regional Home Page is slightly different.

You’ll notice there are fewer graphic links in the Reports and Status Area, right off the bat.

Additionally, there are far fewer links in the Navigational Area on the left side of the page.

Figure 13. The Enterprise Home Page compared to the Regional Home Page

Regional Home Page

Enterprise Home Page

Navigational Links

We’ll use Naval District Washington (NDW) as the sample region in AIM. As we can see, this Command includes the following locations (If you hover your cursor on the Region Tab, the drop down list of installations or locations will appear. An example is shown below--the NDW list of installations):

JB Anacostia-Bolling

NAS Pax River

NSA Annapolis

NSA Bethesda

NSA South Potomac

NSA Washington

Reg Deploy

Figure 14. List of NDW Installations

Note:

You may notice that after you have clicked to access a location from the listing, it remains a different color when you return. This is an informal “Bookmark” that will remain until you clear your “cookies.”

Below the Region Home Page graphics, you’ll see a full listing of all Installations within the Region you have selected.

Figure 15. Naval District Washington Region Page

From the listing below the graphic links, select the Installation in which you are interested.

RoadMap! Getting Back Home

Navigation can be a little confusing when you are within the subordinate areas within AIM. We’ll point out how to get back to the main page, also called the “Enterprise Page,” from the deeper inroads as we go along.

For instance, you’re on the Installation Page for the NDW Region, in this example.

To get back to the Home Page (the Enterprise Page), look for the small File Folder icon in the upper left corner, next to the words “Site Actions.” Click once, and you display the file structure of your location…you can click on any of the strings in the listing to go back— click “AT/FP Information Portal” to go back to the Enterprise Page, the AIM Home Page you started with when you first logged on.

Figure 16. Navigate back to the Home Page

3.6 The “Installation Page”

From the Regional Page, you can access any of the Projects underway at the Installations which make up the “Region.”

4 Project Schedule Updates and the Monthly Status Report

As a service provider, you will be making regular monthly updates to the official Schedule (also known as the Plan of Action and Milestones [POAM]) after the initial submission and approval of your CDRL A002, Program Schedule and Status Report.

The Initial Schedule is part of the Contract Data Requirements List (CDRL) of items required by your task order. That Initial Schedule is uploaded through the AT/FP Ashore Remedy System, and goes through a series of reviews before it is approved.

After Approval of your A002, you must enter the approved “Start” and “Finish” dates for the major milestones in AIM.

All CDRL Items are uploaded and stored within Remedy! Remedy will ONLY push .pdf version documents to AIM…so you must upload a .pdf version of your document and the native file type as specified in the associated DED. Requirement.

Again, You MUST upload the original document format (for instance, your MSR is probably developed originally in MSWord, so you may upload the MSWord file to Remedy, and you must ALSO upload a .pdf version of the document.

All documents can be viewed in AIM, but they must be uploaded into Remedy to set off the timers and approval chains required by contract agreements.

“Baseline” Schedules are the original, approved Plan of Action and Milestones (POAMs). At this point, the approved dates are called “Baseline” dates. These are set as they are initially submitted and will not be adjusted within AIM. As you progress through the actual schedule of the project, you will be updating and changing “Actual dates.” Just keep in mind the “Baseline” will always be “set in stone” and will not change as you encounter obstacles and conduct the project taskings.

4.1 Project Schedule Updates

Per your Contract requirements, you are required to enter monthly updates to the schedule. You will be entering and adjusting “Actual” schedule dates, and adding any comments and explanations necessary. So let’s get started. First, we’ll go through the Project Schedule Update.

4.1.1 View the Milestones and Access the Project Schedule

You can access any Project’s approved Schedule by first going directly to that Project’s Page. Starting from the Enterprise Page, select the Program from the Navigational Links on the left side of your screen (we’ll use C4I as an example). Click “C4I,” then select the Project (C4I Alarm Sys, in the example below).

Figure 17. Enterprise Page to the Project Page to Access the Project Schedule

4.1.1.1 Project Page

When you open the Project Page (as you did by clicking the Project Name from the listing), you are looking at a “snapshot” view of the “health” of the selected Project.

In the first quadrant, you will see that a listing of Events/Comments/ and related Actions is building. Events that happen, or risks that could threatened the smooth execution of your project efforts may be entered and explained here.

4.1.1.2 View the Project Milestones

You’ll see the Milestones chart at the bottom right corner of your page. The milestones are the common building blocks of your Project. The Baseline Dates are set by the initial submission and approval of the Official Schedule (the POAM, CDRL # A002).

1. Select the Program

2. Choose the Project

3. View Milestones

Figure 18. Project Milestones: Baseline and Actual Dates

These are loaded from the accepted Program Schedule CDRL (A002) submitted through the Remedy System.

4.1.1.3 Access the Schedule

To access the full Schedule, look to the right side of your screen, and select “Schedule” from the Navigational links. You will open the “Schedule Workbook,” as shown below.

The “Actual” dates are those which reflect the dates these events actually occur. When you update the schedule, the “Actual” dates will reflect your changes. “Baseline” dates will not change, unless they go through the Project Deviation Request process. (add reference to section later)

Figure 19. Installation Schedule Workbook

4.2 Working the Schedule Workbook

Now that you’ve found the Project Schedule, let’s look at some of the features of the Schedule Workbook.

Open the Schedule Workbook

4.2.1 Adjust Columns with the Slide Bar

To view any of the fields fully, you can move the “Slide Bar” to expand the column area of the schedule, as shown in the top image. Move the slide bar by hovering your cursor over it, and clicking and holding while dragging (to the right) to expand the area. The bottom image shows the full selection of columns available.

Figure 20. Schedule Workbook

Each of the columns can be expanded/contracted in the same way. You can expand the column to show the full text entered, or you can contract it to move it out of the way if it is not needed.

4.2.2 Edit information within the Columns

You can go in and make edits to any of the columns—your level of permission within the AIM system will allow you to make these changes. You can enter and update the Start Date, the Due Date, the % Complete, the Task Status, Priority, the Predecessors and Assigned to areas. We’ll run through each of these column areas in the subsections below.

Slide Bar

Expanded View

4.2.3 Schedule Header Fields

As your cursor hovers over any of the column headers, the field will “glow” yellow, letting you know that field is active. You will see a small “down arrow” or “carat” letting you know you can expand the field to explore options for that particular entry.

4.2.3.1 Title Field

The “Title” field is the pre-set title of the…