Attachment 0030 System Technical Data and Usage Profile 26 Apr 21.pdf
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- W52P1J21R0003
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This document provides technical data and usage profiles for the Army Enterprise Service Management Platform (AESMP). The AESMP currently supports over 1.4 million end users and 14,018 government resolvers across CONUS, PACOM, EURCOM, KOR, and SWA regions utilizing four IT service management platforms - BMC Remedy for NIPR/SIPR C4IM services, ServiceNow for NIPR Enterprise services, and BMC Remedy for SIPR Enterprise services. Ticket volumes for 2019 are provided by month for NIPR/SIPR C4IM and Enterprise services across regions, with the Army Enterprise Service Desk (AESD) handling over 500,000 NIPR C4IM tickets and all NIPR/SIPR Enterprise tickets. The related federal contract opportunity notices a forthcoming May 2021 Request for Proposal for the AESMP Managed Service Provider and ITSM task orders, with a 45-day response window and planned contract awards. Feedback is requested by April 30 to the identified AESMP email box.
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System Technical Data and Usage Profile
UNCLASSIFIED//FOUO 1
The current operating environment has approximately 14,018 NIPR/SIPR Government resolvers supporting 449,859 end users for C4IM services, 1.348M end users for Enterprise services, and at least 1.348M devices.
The resolvers are located as follows:
Network CONUS PAC EUR KOR SWA/Other Total
NIPR 7083 579 2988 630 718 11998
SIPR 201 198 1416 49 156 2020
Total 7284 777 4404 679 874 14018
Ticketing in the current operating environment is supported by four ITSMs as follows:
ITSM Ticketing
Use
COTs Interfaces Virtual Machines (VMs) (Prod, Dev, Test, Train) and Storage
(GBs)
NIPR
ESMS
Supporting
NIPR C4IM
services
BMC
Remedy
V9.2;
pending update to
V20.02
EAMS-A/Single
Sign On
NETPLUS/TMS
(Local
Telephony)
ARCYBER Data warehouse
DISA JRSS
NETCOOL
SPECTRUM
DCOD
ARMS
(Scheduling
Application)
CONUS 48 VMs, 41,536 GBs
PAC 23 VMs, 13,200 GBs
EUR 30 VMs, 15,800 GBs
KOR 20 VMs, 12,000 GBs
SWA 17 VMs, 10,800 GBs
UNCLASSIFIED//FOUO 2
ITSM Ticketing
Use
COTs Interfaces Virtual Machines (VMs) (Prod, Dev, Test, Train) and Storage
(GBs)
SIPR
ESMS
Supporting
SIPR C4IM
services
BMC
Remedy
V9.2;
pending update to
V20.02
EAMS-A/Single
Sign On
NETCOOL
CONUS 48 VMs, 41,536 GBs
PAC 23 VMs, 13,200 GBs
EUR 30 VMs, 15,800 GBs
KOR 20 VMs, 12,000 GBs
SWA 17 VMs, 10,800 GBs
NIPR
AESD
CRM
Supporting
NIPR
Enterprise
Services
ServiceNow
(SNOW)
Orlando
EAMS-A/Single
Sign On
VMs allocated per SNOW standard recommendations; 2500
GB’s used as of Sep 2020 / Rate
Approximately 750 GB’s per year
SIPR SIF Supporting
SIPR
Enterprise
Services
BMC
Remedy v9.1.03
EAMS-A/Single
Sign On
VMs NA; 63 GB's used as of 23
Sept 2020 / Rate = Approximately
15 GB's per year
The diagram on the following page depicts the ESMS architecture.
UNCLASSIFIED//FOUO 3
UNCLASSIFIED//FOUO 4
The NIPR ESMS 2019 Ticket Volumes for NIPR C4IM services by month are:
Month CONUS PAC KOR EUR SWA Total
Jan 124,356 8,897 10,114 15,765 NA 159,132
Feb 102,239 8,598 9,591 14,831 NA 135,259
Mar 120,069 13,225 9,102 19,472 NA 161,868
Apr 81,922 7,797 5,928 12,638 NA 108,285
May 75,868 6,995 5,543 13,188 NA 101,594
Jun 92,098 8,595 7,661 15,325 NA 123,679
Jul 101,888 10,173 9,382 16,437 NA 137,880
Aug 212,325 9,848 7,758 14,760 NA 244,691
Sep 141,666 8,208 7,977 13,955 NA 171,806
Oct 113,863 9,874 10,808 14,537 NA 149,082
Nov 83,959 7,620 8,934 11,210 NA 111,723
Dec 92,397 6,945 7,194 12,746 NA 119,282
Total 1,342,650 106,775 99,992 174,864 NA 1,724,281
UNCLASSIFIED//FOUO 5
The SIPR ESMS 2019 Ticket Volumes for SIPR C4IM services by month are:
Month CONUS PAC KOR EUR SWA Total
Jan 1,548 59 0 2,424 NA 4,031
Feb 1,455 51 0 1,978 NA 3,484
Mar 1,575 74 0 1,725 NA 3,374
Apr 1,540 58 0 1,192 NA 2,790
May 1,279 64 0 1,363 NA 2,706
Jun 1,531 56 0 1,969 NA 3,556
Jul 1,436 61 0 962 NA 2,459
Aug 919 72 0 2,079 NA 3,070
Sep 1,640 54 0 2,149 NA 3,843
Oct 1,662 80 0 2,466 NA 4,208
Nov 2,298 67 0 1,915 NA 4,280
Dec 1,396 72 0 1,691 NA 3,159
Total 18,279 768 0 21,913 NA 40,960
UNCLASSIFIED//FOUO 6
The NIPR AESD CRM 2019 Ticket Volumes for NIPR enterprise services by month and SIPR SIF
2019 Ticket Volumes for SIPR enterprise services by month are:
Month NIPR AESD
CRM
SIPR SIF
Jan 37,182 4,679
Feb 30,135 5,295
Mar 31,761 5,370
Apr 34,808 4,880
May 34,080 5,089
Jun 33,293 5,257
Jul 34,983 5,628
Aug 37,355 5,114
Sep 32,587 5,364
Oct 36,986 5,399
Nov 32,687 4,341
Dec 33,097 4,104
Total 408,954 60,520
UNCLASSIFIED//FOUO 7
In 2019, AESD handled all 408,954 NIPR enterprise services tickets in the NIPR AESD CRM and
60,520 SIPR enterprise services tickets in the SIPR SIF. During the same period, AESD also handled 511,744 of the 1,724,281 NIPR ESMS C4IM services tickets as shown below:
Month CONUS PAC KOR Total
Jan 31,203 6,407 8,916 46,526
Feb 24,290 5,522 7,145 36,957
Mar 30,536 7,996 7,509 46,041
Apr 29,071 7,904 7,111 44,086
May 28,219 7,177 6,543 41,939
Jun 26,283 5,951 6,220 38,454
Jul 28,740 7,441 6,623 42,804
Aug 29,885 7,449 5,836 43,170
Sep 30,525 6,057 5,298 41,880
Oct 31,478 7,253 7,430 46,161
Nov 31,179 5,525 6,381 43,085
Dec 30,382 4,962 5,297 40,641
Total 351,791 79,644 80,309 511,744
File details come from the government source that posted it. Updated .