Attachment_7_-_PMW205_HW_Certification.pdf

SP7000-16-R-1004, Amendment 3 Attachment 7 – PMW205 HW Certification Page 1 of 27

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Hardware Certification & Installation Services Enterprise Level Work Instructions Next Generation Enterprise Network

Contract Number: N00039-13-D-0013

Prepared By: Hewlett Packard Enterprise Services, 13600 EDS Drive, Herndon, VA 20171

Distribution:

PMW 205 Information Management Manager

Version 2.00 December 3, 2014 <Document ID>

Hardware Certification & Installation Services Enterprise Level Work Instructions Error! No text of specified style in document.

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Change History

Date Version Point of Contact (POC) Description of Change

07/01/14 0.01 First draft.

11/18/14 1.01 Travis Larkin Updates in accordance with P00032 & General

Updates 11/21/14 1.02 Fred Lucina Updated this version of Enterprise Level Work

Instruction (ELWI) with Larkin’s updated info (from a different formatted version).

12/03/14 2.00 David Day / Travis Larkin

Reviewed, updated to include CDL link, minor updates, definitions, and business rule adjustments.

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Contents

1. PURPOSE

1.1 Document Information

1.2 Service Points of Contact

1.3 Scope of Service

1.4 Applicable CLINs

1.5 Applicable Moves, Adds, Changes

1.6 Abbreviations, Acronyms, and Terms

1.7 Business Rules

1.8 Inputs and Outputs

2. PROCEDURES

2.1 Simple/Complex Hardware Certification Workflow

2.2 Simple/Complex Hardware Certification Narratives

2.3 Locally Connected Hardware Installation Workflow

2.4 Locally Connected Hardware Installation Narratives

2.5 Network Connected Hardware Installation Workflow

2.6 Network Connected Hardware Installation Narratives

3. REFERENCES

Figures Figure 1: Workflow Figure 2: Workflow Figure 3: Workflow

Tables Table 1: Document Ownership and Storage Table 2: Service POCs Table 3: Applicable CLINs Table 5: Business Rules Table 6: Inputs Table 7: Outputs

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1. Purpose The purpose of this work instruction is to provide information pertaining to the Request Fulfillment process for Hardware Certification & Installation Services.

The information contained in this document includes: describing the scope of the service, Government and HP points of contacts for the service, the CLINs and MACs that fall within the service group, required data inputs for requesting delivery, operational business rules established for delivering the service, and the workflows and narratives that describe the delivery procedures.

The work instructions are intended for anyone that needs to understand the process and procedures for fulfilling service delivery and MAC requests that fall within the Hardware Certification & Installation Service Group. It is not intended to provide any information outside of the Request Fulfillment process.

1.1 Document Information

Table 1 shows ownership, storage and Continual Service Improvement information regarding this work instruction.

Table 1: Document Ownership and Storage

Document Owner: Travis Larkin / David Day Responsible Organization: End User Services Affected Organizations: Engineering, Enterprise Network Services Organization, Field

Services, Customer Technical Representative Location of Master: HP Service Manager Knowledge Management Other Locations (if applicable):

NMCI Homeport

Continual Service Improvement: All Work instructions shall be reviewed for adequacy and effectiveness a minimum of once a year and revised if necessary. The documents should be reviewed by the functions that originally reviewed and/or approved the Work instruction and at a minimum, the PMW205 Product Service Owner (PSO) and HP Product and/or Service Managers. All reviews will be recorded in Document Control System.

1.2 Service Points of Contact

Table 2 lists the Government and contractor points of contact (POCs) responsible for implementation and operation of this service.

Table 2: Service POCs

Role Name Service Owner (PSO) Kathy Obert / Travis Larkin

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Role Name Service Engineer (PSE) Kymberlee Boisvert Service Manager (PSM) (NETOPS) Ted Knight HPES Service Manager Brent Allen HPES Product Manager David Day / Lynn Darin

1.3 Scope of Service

Hardware certification includes the testing performed to determine whether an item of hardware functions as designed, integrates with the NGEN infrastructure, and meets all security/IA requirements for all hardware provided by the Government. These CLINs are specific to testing and certifying the individual hardware only. Test Summary Reports shall be delivered no later than 15 days for CLINx049AD and no later than 21 days for CLINx049AE and CLINx049AH after HP has received all applicable hardware and any related items.

This service group also includes initial installation/connection of certified devices to the NGEN network or to an end user’s seat (locally connected) as well as limited service desk service that shall consist solely of a referral to the appropriate OEM of the device.

Requirements for the service are defined in NGEN PWS section 3.3.13 Testing Services.

There are no Service Level Requirements (SLRs) associated with this service.

1.4 Applicable CLINs

Table 3 lists the contract line item numbers (CLINs) that support this service.

Table 3: Applicable CLINs

CLIN # CLIN Name CLINx049AD Hardware Certification – Simple (ES) CLINx049AE Hardware Certification (Non-MFD) – Complex (ES) CLINx049AF Certified HW Installation Service - Network Connected (ES) CLINx049AG Certified HW Installation Service - Locally Connected (ES)

CLINx049AH Hardware Certification Multi-function Device (MFD) – Complex

(ES)

CLINx049AJ Certified HW Installation Service - Network Connected – Multi-function Device (MFD) (ES)

1.5 Applicable Moves, Adds, Changes

There are no applicable MACs associated with this service group of CLINs. The CLINs stand on their own and do not require additional MACs in order to complete.

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1.6 Abbreviations, Acronyms, and Terms

To view a master list of abbreviations, acronyms, and terms, click NMCI Master Abbreviations, Acronyms, and Terms.

1.7 Business Rules

CLINx049, Hardware Certification and Installation, outlines device certification under the NGEN contract. These Device Testing & Certification and Installation Business Rules have been mutually agreed upon by HP and PMW 205.

For purposes of this CLIN, a “hardware device” is defined as any new or emerging hardware device that has been certified to operate on NGEN; and an “authorized user” is defined as a NGEN data seat that is not restricted from receiving the driver and enabling software application.

The hardware submitter/owner is solely responsible for ongoing maintenance agreements. This service will provide up to three (3) attempts by HP to test the subject hardware device. Actual certification of the device on the NGEN environment will be subject to receiving all necessary approvals including Authority to Operate (ATO) and ECCB as well as the ordering of the appropriate installation CLINx049.

Table 5 lists the business rules that govern this work instruction and the source of each rule.

Table 4: Business Rules

No. Rule

1. Comply with Execution Discipline: All hardware submissions must be complete and accurate, and comply with the Execution Discipline (ED) for Hardware Certification.

The ED Checklist contains all project requirements. These requirements are necessary to start a CLINx049 project.

2. Core Build Conflicts: No enabling software will be added to the NMCI environment that is not compatible with NGEN core Build applications and services as indicated on NGEN Core Build Plan (CDRL A026). This means that the candidate enabling software application will always interact properly with all of the NGEN Core Build applications and services that have been selected to be installed on all NGEN data seats. Enabling software that does not interact properly will be failed.

3. Network Change Conflicts: Any DEV403 documents that are no longer valid because of an update to the NMCI Network are not the responsibility of HP for update. This means that the device will need to be re-engineered in order to have the DEV403 updated to include correct instruction for setup and configuration which enables the device to function properly once again.

4. Core Build Compliance: Hardware Owners are responsible for making necessary updates to drivers and enabling software to support changes in the NMCI environment and the NGEN Core Build. Those changes must be submitted via new CLINx049 for packaging, testing, and certification.

https://www.homeport.navy.mil/support/articles/nmci-acronyms/ https://www.homeport.navy.mil/support/articles/nmci-acronyms/

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No. Rule

5. Hardware Bundle Submission Tool (BST): the BST loaded to the TAR must include the included Manufacturer Questionnaire, installation instructions, configuration guides, and driver along with enabling software (if required). The BST should include, but is not required for the certification effort, the IATO/ATO.

6. Packaging of Enabling Software: Enabling software will be packaged together with the drivers.

7. HP Driver and Firmware Re-engineering: HP will not re-engineer a driver, enabling software, or firmware as part of the CLINx049 to allow the hardware to operate on the NMCI network. For any additional re-engineering requirements, a CLIN 5000 is required.

8. IATO/ATO Requirement: All hardware to be deployed on the NMCI network must meet their respective IA requirements.

9. ECCB Denials: If ECCB denies the hardware, the Hardware Owner is responsible for resolution. In the event that the denial is administrative, i.e. incorrect or incomplete submission, clarification request, etc., then the hardware will be placed on a temporary hold not to exceed 7 days. During this hold the Hardware Owner will be allowed to make any necessary corrections to the submission. A 2nd submission will then take place. If ECCB is denied on the 2nd attempt the Request Ticket will be closed and new CLINx049 Task Order will be required to submit a new RDP to ECCB.

10. IA Requirements: IA requirements are the responsibility of the Hardware Owner.

Any IA or licensing delays in certification are not the responsibility of HP and will not count against HP as part of any NGEN SLRs. The certification and accreditation (C&A) document (IATO/ATO) from other organizational services must have reciprocity agreement with Navy DAA. All hardware to be deployed on the NMCI network must meet their respective IA requirements.

11. All Hardware Certification Requests: All requests for hardware certification must be submitted to the TAR and have the hardware BST totally completed.

12. Attempts and Failures: CLINx049 projects are allowed three (3) attempts. Any failures during HP testing will be considered an attempt and a Test Summary Report (TSR) document will be provided. The Hardware Owner will be given fifteen (15) calendar days to mitigate the issue for each attempt. If no mitigation is received within fifteen (15) calendar days, the project will be closed, and a new CLINx049 submission will be required. A TSR will be produced within fifteen (15) calendar days of the start of each attempt. A Hardware failure will occur under the following scenarios, 1. After three failed TSR’s have been issued, 2. If no mitigation is received from Hardware Owner within fifteen (15) days of issuance of a failed TSR. 3. Hardware certification failures will result in invoicing for the CLINx049.

13. Test Summary Report (TSR): All testing results and the TSR will be stored in the Electronic Definitive Solution Library (eDSL). A copy of the TSR shall be sent by HP via email to the Hardware Owner and other stakeholders.

14. Successful Project Completion and Closure: The CLINx049 project will be completed and closed when the certification is complete and the TSR has been sent to

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No. Rule the Hardware Owner and stakeholders.

15. When Project is Considered Billable: The CLINx049 project will be billable in any of the following conditions (1) a “Passed” Test Summary Report (TSR) is produced by HP and upon ECCB approval, (2) three (3) “Failed” TSR’s have been issued by HP,

(3) A “Passed” TSR has been issued by HP and ECCB is denied for not having a valid

ATO.

16. Manufacturer Questionnaire Completed: The command identified Hardware Owner will be responsible for completing and submitting in the hardware BST and the Manufacturer Questionnaire which are located on the TAR. The Manufacturer Questionnaire is included on the RTC tab of the BST. The BST must be completed and an email notification of completion sent to PMW 205 and to HP. All use cases, firmware, driver information, functionality testing, device family, and relevant device details must be documented within the BST being submitted. HP will test in accordance with the specification listed within the questionnaires.

17. Stakeholders Project Start Notification: After receiving the notification of the completed hardware BST the PDM will verify the information in the BST for completeness. The PDM will then verify that the hardware has been received in the lab along with any other required supplies and software. The PDM will open the appropriate tickets and complete the appropriate documents. The PDM will then send a “GO” notification to the CTR, Hardware Owner, Vendor Representative, engineering lead, and transport services representative that all software, hardware, and forms have been completed and that the certification project has begun.

18. CLINx049 Limitation: Should any unforeseen changes be necessary to have the device function other than hardware, drivers, enabling software, device configuration and documentation that is not already covered in the CLINx049, requires a CLIN 5000 in order to complete the project. This includes any unforeseen network changes.

19. Government Hardware Assistance: The Government Hardware Owner shall be available to assist HP as needed during the certification process. The Hardware Owner should be ready to supply a vendor SME, who is also available, to assist testing/troubleshooting as deemed necessary.

20. Certification and Accreditation Maintenance: Maintaining Certification and Accreditation (IATO/ATO) while the hardware is on the Certified Device List (CDL) is the sole responsibility of the Hardware Owner.

21. Shipment of Hardware to HP: The hardware should be shipped to HP San Diego.

The shipment of the hardware to HP San Diego can be done in parallel with the completion of the hardware BST. An approved Task Order MUST exist before shipment of the hardware to HP San Diego.

22. Installation Support of Hardware: HP will support the first installation of each device at one site to ensure that the documentation can be followed and that the device is functional. If edits to the installation instructions or configuration are required, then they will take them back and make the edits. Once the first site is functional, then any additional changes will flow back through the government with a new CLINx049.

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No. Rule Firmware can be the certified version or later. If the later version does not function properly then the firmware must be backed down to the certified version or a new CLINx049 purchased to certify the device with the newer version of firmware.

23. CLINx049AD:

(Simple Hardware Definition) For the purpose of ordering this CLIN, a simple device is defined as follows:

- A device that connects locally to an NGEN data seat

AND

- A device that does not require an enabling application.

24. CLINx049AE:

(Complex Hardware Definition) For the purpose of ordering this CLIN, a complex device is defined as follows:

- Single function device that is connected to a network server for use by many users.

OR

- Device connects locally to an NGEN data seat and requires an enabling application in order to perform as expected.

- All individual/unique hardware parts of a system must be tested separately under its own individual/unique CLIN before the system can be certified.

25. CLINx049AH:

(MFD Hardware Definition) For the purpose of ordering this CLIN, a MFD device is defined as follows:

- Device that has multiple functions with print as one of its functions (e.g.

printing, faxing, network scanning, and copying).

- Enterprise Scan to File (AutoStore - i.e., HP, Ricoh or Xerox)

- Direct/Native Scan to File (non-AutoStore – i.e., HP, Lexmark, Ricoh, Konica- Minolta or Xerox)

- MFDs must be approved (certified and accredited) for use as a network connected device.

26. CLINx049AF:

(Certified HW Installation Service – Network Connected) For the purpose of ordering this CLIN, is for the initial installation/connection of a certified hardware item to the NGEN network as well as limited help desk service that shall consist solely of a referral to the appropriate OEM of the item. Certified Hardware Installation Service does not include any re-engineering, integration services, maintenance, and/or break-fix support.

27. CLINx049AG:

(Certified HW Installation Service – Locally Connected) For the purpose of ordering

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No. Rule this CLIN, is for the initial installation/connection of a certified hardware item to the user’s seat (locally-connected) as well as limited help desk service that shall consist solely of a referral to the appropriate OEM of the item. Certified Hardware Installation Service does not include any re-engineering, integration services, maintenance, and/or break-fix support.

28. CLINx049AJ:

(Certified HW Installation Service – Network Connected – Multi-function Device (MFD)) For the purpose of ordering this CLIN, is for the initial installation/connection of a certified Multi-function Device (MFD) to the NGEN network as well as (a) limited help desk service that shall consist solely of a referral to the appropriate OEM of the item (b) configure CAC security toolkit on the designated MFDs and (c) configure MFDs to scan documents to command share location and/or user’s home directory following CAC-authentication.. Certified Hardware Installation Service does not include any re-engineering, integration services, maintenance, and/or break-fix support.

- Refer to the Certified Device List (CDL) for a listing of all devices certified for use on the NGEN network. Limitations and specific use cases will be detailed on the CDL. The CDL can be found here:

https://www.homeport.navy.mil/services/downloads/nmci_certified_device_lis t.xls

- MFD installation includes the initial configuration of the print functionality and the scan functionality.

- Configuration of Native/Direct Scanning is done for third party provisioned devices under this CLIN.

- Configuration of Enterprise Scan-to-File services is done for third party provisioned devices under this CLIN.

- Digital Senders should utilize this CLIN for the initial configuration of Enterprise Scan-to-File.

29. Hardware Submission:

For drivers and enabling software up to 2GB and smaller: Post media directly to the USN HP NMCI TAR Site:

• \\naeaocenfs06\nmci_tar\NAVY_TAR\Media_For_HP\Hardware Service\

• For instructions on placing the Media on the TAR, please read the document - Where and how to create your Folder.txt located in the Hardware Service folder.

• When upload of media is completed, separately send an email to HP, HP Lead, Ben Johnson at HP, benjamin.johnson1@nmci-isf.com or benjamin.johnson.jr- @hp.com, 619-817-3716, with a copy to CLINx049 Product Delivery Manager, David Day david.day2@hp.com.

https://www.homeport.navy.mil/services/downloads/nmci_certified_device_list.xls https://www.homeport.navy.mil/services/downloads/nmci_certified_device_list.xls mailto:benjamin.johnson1@nmci-isf.com mailto:benjamin.johnson.jr-@hp.com mailto:benjamin.johnson.jr-@hp.com mailto:benjamin.johnson.jr-@hp.com mailto:david.day2@hp.com

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No. Rule

30. Hardware Submission:

For drivers and enabling software 2GB and larger, FEDEX packages to HP:

HP Core Solutions and Packaging (HP) ATTN: HP Lead Ben Johnson 3970 Sherman Street San Diego, CA 92110

31. Hardware Submission:

The shipment of the hardware to HP should be done in parallel with the completion of the hardware BST. The hardware MUST not be shipped until there is an approved Task Order.

32. Hardware Submission:

For hardware ship device to HP:

Asset Manager – PCL ATTN: Tayler Hall 3970 Sherman Street San Diego, CA 92110

(619) 817-3441 tayler.hall@hp.com

1.8 Inputs and Outputs

Table 6 lists the inputs for this work instruction and the source of each input.

Table 5: Inputs

Input Source

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Input Source Certification Services - CLINx049AD, CLINx049AE, CLINx049AH:

1. NET Service Request with the following data elements:

a. First Name

b. Last Name

c. Phone

d. Rank

e. PSI

f. City

g. State

h. Country

i. Configuration ID

j. Task Order

k. Mod

l. Fiscal Year

m. Claimant

n. Ordering UIC

o. CLIN

p. Purpose

q. Seat ID

r. Service Start Date

s. Service End Date

t. Hardware Make

u. Hardware Model

NET

Local Installation Services - CLINx049AG:

a. Claimant

b. UIC

c. PSI

d. Task Order

e. Mod

f. Service Fiscal Year

g. Service Start Date

h. Service End Date

i. Service ID

j. User First Name

k. User Last Name

l. User NMCI ID

m. User Email Address

n. User Phone Number

o. Machine Name

p. Hardware Make

q. Hardware Model

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Input Source

r. Network

s. Building

t. Room

u. Floor

v. Cube

Network Installation Services - CLINx049AF, CLINx049AJ:

a. Claimant

b. UIC

c. PSI

d. Task Order

e. Mod

f. Service Fiscal Year

g. Service Start Date

h. Service End Date

i. Service ID

j. User First Name

k. User Last Name

l. User NMCI ID

m. User Email Address

n. User Phone Number

o. Port ID / Wall Plug

p. Hardware Make

q. Hardware Model

r. Network

s. Building

t. Room

u. Floor

v. Cube

Table 7 lists the outputs for this work instruction and the destination for each output.

Table 6: Outputs

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2. Procedures

2.1 Simple/Complex Hardware Certification Workflow

Figure 1 depicts the flow of task steps for this work instruction.

Output CLINx049AD, CLINx049AE, CLINx049AH:

1. Test Summary Report (TSR) detailing the procedures used, issues and problems encountered, proposed resolutions and mitigations, and the results of the test, including internal scan, if performed.

2. Documented setup and configuration instructions.

3. If a PASS an NGEN Certification Letter is generated.

4. Copy of the Certified Solution and any supporting documentation on CDs along with the bundled reports is stored in the Configuration Management Database (CMDB)

5. Solution is ready for release after ECCB approval is granted

6. Hardware placed on the Certified Device List (CDL)

7. Execution of the proposed resolution or mitigation of the failure is not included in this

CLIN.

CLINx049AF:

1. Government Furnished device installed and connected to the network.

CLINx049AG:

1. Government Furnished device installed or connected to an NGEN seat.

2. Software/drivers installed if required.

CLINx049AJ:

1. Government Furnished Multi-functional device (MFD) installed and connected to the network.

2. Configuration of CAC security toolkit.

3. Device configured to scan documents to command share location and/or user’s home directory.

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Simple Hardware CLINx049AD, CLINx049AE, CLINx049AH Certification (ES) (ELWI) Cu st om er

Te ch ni ca l Re pr es en ta tiv e

HP

P ro du ct

De liv er y

M an ag er

En gi ne er in g

La b

HP

IS

SE

T ea m

Phase

REQ 1.0

Request Logging

REQ 2.0

Coordinate Request

REQ 4.0

Request Closure

Asset Management Process

REQ 3.02

Validates BST

REQ 3.03

Create RDP, SDRB, HPSM

Chg ticket

REQ 3.01

Completes BST & Sends email to PDM

REQ 3.04

Ship driver, vendor manual, device, and supplies to lab

REQ 3.05

Network device?

REQ 3.06

Setup/

Configure device and package driver

REQ 3.07

Push package to test seat and test attached device

REQ 3.08

Pkg & device test successful?

REQ 3.15

Return device to customer

REQ 3.09

Three attempts?

REQ 3.14

Produce Test

Summary Report (TSR)

REQ 3.10

Setup & configure device

REQ 3.11

Test device & perform IA scan

REQ 3.12

Test & IA scan successful?

REQ 3.13

Three attempts?

REQ 3.16

QA test & IA scan; create cert letter

REQ 3.17

Deliver TSR & cert letter to Government

REQ 3.18

Prepare document for

ECCB

REQ 3.19

Submit to

ECCB

REQ 3.20

Update CDL, if ECCB approved

No No

Yes Yes

No

YesYes

Yes

No

Figure 1: Workflow

2.2 Simple/Complex Hardware Certification

Narratives

REQ 1.0 Log and Validate Role: Customer Technical Representative

Role: Request Analyst

System/Tools:

• NET

• HPSM

Activity: CTR submits request in NET. Request is transmitted to HPSM. Request is validated and a ticket is logged.

Note: For detailed information on the Request Fulfillment Log and Validate Procedures, see CDRL A058 Request Fulfillment.

Touchpoints: Government to HP; HP to Government

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REQ 2.0 Coordinate Request Role: Request Coordinator

Role: Request Analyst

System/Tools: HPSM

Activity: Request Coordinator reviews ticket, assigns task to HP Product Delivery Manager, and begins monitoring ticket.

Note: For detailed information on the Coordinate Request Procedures, see CDRL A058 Request Fulfillment.

Touchpoints: N/A

REQ 3.01 Completes BST & Sends email to PDM

System/Tools: N/A Activity: Hardware Owner completes the CLINx049 Hardware Certification Bundle Submission Tool (BST) in its entirety.

Touchpoints: Government to HP

REQ 3.02 Validates BST Role: HP Product Delivery Manager (PDM) System/Tools: N/A Activity: HP PDM reviews CLINx049 Hardware Certification BST and validates that it is complete. The HP PDM responds with result of validation—either notice of incomplete CLINx049 Hardware Certification BST or start of project.

Touchpoints: HP to Government

REQ 3.03 Create RDP, SDRB, HPSM Change ticket

System/Tools:

• HPSM

• SRDB

• RDP

Activity: Project management documents are created.

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REQ 3.04 Ship driver, vendor manual, device, and supplies to lab Role: Customer Technical Representative

System/Tools: N/A Activity: CTR ships driver, vendor manual, device, supplies for testing device, and enabling software (if applicable).

REQ 3.05 Network device?

Role: Engineering Lab System/Tools: N/A Activity: Is the device a network device?

• No – proceed to REQ 3.06;

• Yes – proceed to REQ 3.10.

REQ 3.06 Setup/Configure Device & Package Driver

System/Tools: N/A Activity: Engineer sets up and configures the device and packages the driver and enabling software.

REQ 3.07 Push package to test seat and test attached device

System/Tools: N/A Activity: Push package to test seat and test device for functionality and for IA security

REQ 3.08 Pkg & device test successful?

System/Tools: N/A Activity: Did the device and package pass functionality and IA test?

• No – proceed to REQ 3.09;

• Yes – proceed to REQ 3.16.

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System/Tools: N/A Activity: Has there been 3 attempts at packaging and certification?

• No – return to REQ 3.06;

• Yes – proceed to REQ 3. 15.

REQ 3.10 Setup & configure device

System/Tools: N/A Activity: Engineer sets up and configures the device on the test network.

REQ 3.11 Test device & perform IA scan

System/Tools: N/A Activity: Test for functionality and for IA security.

REQ 3.12 Test & IA scan successful?

System/Tools: N/A Activity: Did the device pass the functionality and IA test?

• No – proceed to REQ 3.13;

• Yes – proceed to REQ 3.16.

REQ 3.13 Three attempts?

System/Tools: N/A Activity: Has there been 3 attempts at certification?

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• No – return to REQ 3.10;

• Yes – proceed to REQ 3.15.

REQ 3.14 Produce TSR

System/Tools: N/A Activity: Produce the Test Summary Report (TSR).

REQ 3.15 Return device to customer

System/Tools: N/A Activity: Device, software, manuals, and test supplies returned to Government.

REQ 3.16 QA test & IA scan; Create cert letter

System/Tools: N/A Activity: Engineering Lab performs QA test and creates Technical Certification Letter

REQ 3.17 Deliver TSR & certification letter to Government

System/Tools: N/A Activity: PDM delivers TSR and Certification Letter to Government.

REQ 3.18 Prepare document for ECCB Role: HP Information System Security Engineer (ISSE) Team System/Tools: N/A Activity: ISSE prepares packet for ECCB submission.

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System/Tools: N/A Activity: ISSE submits device to ECCB for approval.

REQ 3.20 Update CDL if ECCB approved

System/Tools: N/A Activity: PDM adds the device to the CDL upon ECCB approval.

REQ 4.0 Request Closure Role: Request Analyst Role: Customer Technical Representative (CTR)

System/Tools: HPSM Activity: Ticket status is set to “Request Complete”. Delivery date is electronically transmitted to NET. Email notification is sent to Customer Technical Representative. Ticket is closed when acceptance is obtained or after seven (7) calendar days if no response is received.

Note: For additional information on the Request Closure Procedures, see CDRL A058 Request

Touchpoints: HP to Government; Government to HP

Asset Management Process Role: Asset Management System/Tools: Asset Manager

Activity: Asset Manager is updated.

Note: For additional information on the Asset Management Process, see CDRL A058 under the Asset Management Process.

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2.3 Locally Connected Hardware Installation

Workflow

Figure 2 depicts the flow of task steps for this work instruction.

Locally Connected (ES) (ELWI)

Fi el d Se rv ice s Te ch ni cia n

NO

C

O

PS

S W

M

AC

A na ly st

Phase

REQ 3.04

Installs

Hardware

REQ 1.0

Request Logging

REQ 2.0

Coordinate Request

REQ 4.0

Request Closure

Asset Management Process

REQ 3.03

Schedules appointment with end-user or POC

REQ 3.01

Is software required?

REQ 3.02

Associates required software

Yes

Figure 2: Workflow

2.4 Locally Connected Hardware Installation

Role: Request Analyst

System/Tools:

• NET

• HPSM

Activity: CTR submits request in NET. Request is transmitted to HPSM. Request is validated and a ticket is logged.

Note: For detailed information on the Request Fulfillment Log and Validate Procedures, see

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Role: Request Analyst

System/Tools: HPSM

Activity: Request Coordinator reviews ticket, assigns task to Request Analyst, and begins monitoring ticket.

Note: For detailed information on the Coordinate Request Procedures, see CDRL A058 Request

REQ 3.01 Is Software Required?

Role: NOC OPS SW MAC Analyst

System/Tools: N/A Activity: Is software required for the install?

• Yes – Proceed to REQ 3.02

• No – Proceed to REQ 3.03

REQ 3.02 Associates required software.

Role: NOC OPS SW MAC Analyst System/Tools: NMCI Toolbox Activity: NOC OPS SW MAC analyst associates the required software for the device.

REQ 3.03 Schedules appointment with end user or POC Role: Field Services Technician

System/Tools: N/A Activity: The Field Services technician schedules an appointment with the customer to deliver and install the device. Ticket is placed in Pending Customer Appointment status.

REQ 3.04 Installs Hardware

System/Tools: N/A Activity: Ticket status is updated from Pending Customer Appointment to Work In Progress Status. The Field Services technician installs the hardware on the scheduled appointment date.

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System/Tools: HPSM Activity: Ticket status is set to “Request Complete”. Delivery date is electronically transmitted to NET. Email notification is sent to Customer Technical Representative. Ticket is closed when acceptance is obtained or after seven (7) calendar days if no response is received.

Note: For additional information on the Request Closure Procedures, see CDRL A058 Request

System/Tools: Asset Manager

Activity: Asset Manager is updated.

Note: For additional information on the Asset Management Process, see CDRL A058 under the

2.5 Network Connected Hardware Installation

Workflow

Figure 3 depicts the flow of task steps for this work instruction.

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Network Connected (ES) ELWI) Fi el d

Se rv ice s

Te ch ni cia n

NS

.A E

IP

As sig nm en t Pr in t Q ue ue

Te am

Phase

REQ 3.05

Installs

Hardware

REQ 3.04

Schedules appointment with end-user or POC

REQ 3.01

Request IP

Address and Print Queue

REQ 3.02

Creates Print

Queue

REQ 3.03

Assign IP Address

REQ 1.0

Request Logging

REQ 2.0

Coordinate Request

REQ 4.0

Request Closure

Asset Management Process

Figure 3: Workflow

2.6 Network Connected Hardware Installation

Role: Request Analyst

System/Tools:

• NET

• HPSM

Activity: CTR submits request in NET. Request is transmitted to HPSM. Request is validated and a ticket is logged.

Note: For detailed information on the Request Fulfillment Log and Validate Procedures, see

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System/Tools: HPSM

Activity: Request Coordinator reviews ticket, assigns task to Request Analyst, and begins monitoring ticket.

Note: For detailed information on the Coordinate Request Procedures, see CDRL A058 Request

REQ 3.01 Request IP Address and Print Queue

System/Tools: N/A Activity: Field Services requests IP address and Print Queue.

REQ 3.02 Create Print Queue (If Applicable) Role: Print Queue Analyst System/Tools: N/A Activity: Print Queue team creates the print queue.

REQ 3.03 Assign IP Address Role: NS.AE IP Assignment Analyst

System/Tools: N/A Activity: NS.AE IP Assignment team assigns an IP address.

REQ 3.04 Schedules appointment with end user or POC

System/Tools: N/A Activity: The Field Services technician schedules an appointment with the customer to deliver and install the network device. Ticket is placed in Pending Customer Appointment status.

REQ 3.05 Installs Hardware

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System/Tools: N/A Activity: Ticket status is updated from Pending Customer Appointment to Work In Progress Status. The Field Services technician installs the hardware on the scheduled appointment date.

Role: Customer Technical Representative

System/Tools: HPSM Activity: Ticket status is set to “Request Complete”. Delivery date is electronically transmitted to NET. Email notification is sent to Customer Technical Representative. Ticket is closed when acceptance is obtained or after seven (7) calendar days if no response is received.

Note: For additional information on the Request Closure Procedures, see CDRL A058 Request

System/Tools: Asset Manager

Activity: Asset Manager is updated.

Note: For additional information on the Asset Management Process, see CDRL A058 under the

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3. References The following are related to this work instruction:

• Requirements for the service are defined in section 3.3.13 Testing Services of the Performance Work Statement (PWS).

• There are no Service Level Requirements (SLRs) associated with this service.

• See CDRL A058 for the Request Fulfillment Enterprise Process.

3. References