Industry Briefing

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  • Industry Briefing

    1. 1. June 1-2, 2005 Headquarters Information Technology and Communications Division (HITCD) Industry Briefing National Aeronautics and Space Administration (NASA) Headquarters Washington, D.C.
    2. 2. Introduction <ul><li>OBJECTIVE: Provide potential contractors with an in-depth understanding of the NASA Headquarters (HQ) Information Technology (IT) environment </li></ul><ul><li>Industry Briefing (two days) – Presentations </li></ul><ul><ul><li>HQ IT and Communications Division </li></ul></ul><ul><ul><li>Customers </li></ul></ul><ul><li>Site Visit (one day) – Tour of facilities </li></ul>
    3. 3. <ul><li>The briefing will describe the HQ: </li></ul><ul><ul><li>Organization, customer base and IT environment </li></ul></ul><ul><ul><li>IT architecture, services and operations </li></ul></ul><ul><ul><li>On-going and planned initiatives </li></ul></ul><ul><ul><li>Information Technology and Systems Engineering Management (ISEM) and Outsourcing Desktop Initiative for NASA (ODIN) contracts </li></ul></ul>Briefing Contents
    4. 4. <ul><li>Each presentation topic will be followed by a question and answer period for clarification </li></ul><ul><li>Each session will be video taped </li></ul><ul><ul><li>Copies of the video will be provided upon request </li></ul></ul><ul><li>This briefing is posted on the Headquarters Information Technology Support Services (HITSS) web site: </li></ul><ul><li>http://www.hq.nasa.gov/isem2 </li></ul>Briefing Approach
    5. 5. <ul><li>Restaurant, convenience store, and sandwich shop located at east (far) end of building on 1st floor </li></ul><ul><li>Restrooms are available just outside this auditorium on the right </li></ul><ul><li>Please observe EXIT signs in the event of an emergency </li></ul>Briefing Logistics
    6. 6. Agenda – Day 1 8:30 - 8:45 Registration 8:45 - 8:50 Briefing Objective, Approach 3 - 8 and Logistics 8:50 - 9:45 General Overview 9 - 47 9:45 - 10:00 Contract Descriptions 48 - 58 10:00 - 10:55 Information Technology (IT) 59 - 87 Architecture 10:55 - 11:10 Break 11:10 - 11:45 Operations 88 - 103 11:45 - 11:55 Telecommunications 104 - 114 Architecture 11:55 - 1:00 Lunch 1:00 - 2:45 Customer Service 116 - 178 2:45 - 3:00 Break 3:00 - 3:45 Information Technology 179 - 206 Security 3:45 - 4:30 Application & Web Development 208 - 240
    7. 7. Agenda – Day 2 <ul><li>8:30 - 10:30 ISEM Task Order Details 241 - 292 </li></ul><ul><li>10:30 - 11:45 Questions </li></ul><ul><li>11:45 - 1:00 Lunch </li></ul><ul><li>1:00 - 4:00 Customer Presentations </li></ul><ul><li>4:00 - 4:15 Site Visit Plan 294 - 302 </li></ul><ul><li>4:15 - 4:30 HQs Facilities 303 - 307 </li></ul>
    8. 8. <ul><li>8:00 - 8:30 Badging </li></ul><ul><li>8:30 - 9:00 HQ Daily Tag-Up Meeting </li></ul><ul><li>9:00 - 9:45 Configuration Control Board Meeting </li></ul><ul><li>9:45 - 10:00 Break </li></ul><ul><li>10:00 - 12:00 Tour of Facilities </li></ul>Agenda – Day 3
    9. 9. General Overview Sandra Daniels-Gibson
    10. 10. <ul><li>General Description </li></ul><ul><li>HQ Organizations </li></ul><ul><li>NASA Chief Information Officer Function </li></ul><ul><li>HQ Chief Information Officer Function </li></ul><ul><li>HQ IT Environment </li></ul><ul><li>HQ IT Governance </li></ul><ul><li>IT Strategic and Tactical Planning </li></ul><ul><li>HQ IT Initiatives </li></ul><ul><li>NASA HQ IT Challenges </li></ul><ul><li>What is Required of HITSS Contractor </li></ul>General Overview Topics
    11. 11. <ul><li>HQ provides planning, advocacy, budgeting, direction, external liaison and coordination in support of NASA’s mission </li></ul><ul><li>HQ is comprised of 5 executive and staff Offices, 4 Mission Directorates and 16 Mission Support Offices </li></ul><ul><ul><li>Mission Directorates have distinct technical and program responsibilities (e.g. Space Operations) </li></ul></ul><ul><ul><li>Mission Support Offices support NASA at large (e.g. Institutions and Management) </li></ul></ul><ul><li>Total Civil Servants ~ 1785 </li></ul><ul><li>Total Contractors ~ 300 </li></ul><ul><li>Numerous contracts and service providers support the HQ environment </li></ul><ul><ul><li>Utilities, facilities, security, health, IT services, Integrated Financial Management Program (IFMP), etc. </li></ul></ul>General Description
    12. 12. HQ Organization
    13. 13. Office of Institutions and Management OFFICE OF THE ASSOCIATE ADMINISTRATOR FOR INSTITUTIONS AND MANAGEMENT NASA Shared Services Center Institutional Planning And Investment Office Of Infrastructure And Administration Office Of Human Capital Management Office Of Diversity And Equal Opportunity Office Of Security And Program Protection Office Of Procurement Office Of Small And Disadvantaged Business Utilization
    14. 14. Office of Infrastructure and Administration Management Systems Division – John Werner Logistics Management Division – Jeffrey Parker Facilities Engineering & Real Property Division – Eugene Hubbard Environmental Management Division – James Leatherwood Aircraft Management Division – Joseph Walker EO & Diversity Management Division – Al Castillo (Act.) Information Tech. & Communications Division – Sandra Gibson HQ Facilities & Admin. Services Division- Judith Jackson (Act.) Career Management Division – Victoria Thorne Human Resources Management Division – Leah Hollander LD000 LD010 LD020 LD040 LD030 LD050 LD060 LD070 LD080 LD090 LD100 4/26/05 Office of the Assistant Administrator Assistant Administrator - Jeffrey Sutton Deputy Assistant Administrator – Olga Dominguez Deputy Assistant Administrator for HQ Operations (Vacant) Deputy Director for HQ Operations – Chris Jedrey Special Assistant – James Frelk Peer Review
    15. 15. Information Technology and Communications Division DIRECTOR/HEADQUARTERS CIO -IRM Program -CIO Representatives Board -HQ IT Board of Directors -Customer Advisory Committee (CAC) Chair Sandra Daniels-Gibson Program and Administrative Support CHIEF, OPERATIONS and ENGINEERING BRANCH Lester Newell COMPUTER CENTER OPERATIONS -Servers (PC, Mac, UNIX) and Mid-Range Computers -Internet Services -Front end processors and local mainframe peripherals -Interface to NACC for Mainframe Operations DATA COMMUNICATIONS OPERATIONS -Network Operations Center -Headquarters Communications Network -Building-Wide Communication Network TELECOMMUNICATIONS OPERATIONS -Telephones, Pages, and Voice Mail -ViTS -VOTS -Satellite/Cable TV -Wide Area Network coordination -NISN coordination IT ENGINEERING SERVICES -Systems Engineering Facility -Turnkey Systems -Engineering Analyses -Agency and Special Projects -Email Postmaster PRINTING and DESIGN Graphics support Copying and GPO riders ISEM CONTRACT -Contract Administration/Task Order Mgmt. CHIEF, SECURITY and INFORMATION SYSTEMS BRANCH Roger Bullock CHIEF, CUSTOMER SERVICES BRANCH Noah Nason SOFTWARE APPLICATIONS SERVICES -Custom Software -GOTS/COTS -Data Base Administration -Internet Publishing -Headquarters Webmaster -Interface to NACC for Mainframe Applications IT PLANS and POLICY -IT Plans, Policy and Regulatory Reviews IT SECURITY -IT Security Program -IT Security Manager-Policy / Technical -Risk Assessments and Security Plans -Contingency Plan -IT Security Training CUSTOMER SERVICES -Service Managers -Desktop HW and SW Management -Accessible Technology -URC -Help Desk -Laptop and PDA Loaner Pools -Desktop Management --Training IT EQUIPMENT MANAGEMENT and MAINTENANCE -Inventory Control -Maintenance Management -Property and Life Cycle Management -Equipment Relocations ODIN Delivery Order -Contracting Officer’s Technical Representative FINANCIAL ANALYSIS -Institutional IT Budget and Funding -IRM Budget Preparation and Execution -Contract Financial Management
    16. 16. NASA Chief Information Officer (CIO) Function <ul><li>NASA CIO – Ms. Pat Dunnington </li></ul><ul><ul><li>Provides Agency wide IT policy, direction and oversight </li></ul></ul><ul><ul><li>Establishes Agency IT standards and architecture </li></ul></ul><ul><ul><li>Responsible for Agency wide IT Initiatives </li></ul></ul><ul><ul><li>Serves as liaison with federal oversight agencies </li></ul></ul><ul><ul><li>Chairs the NASA CIO Representatives Board </li></ul></ul>
    17. 17. HQ Chief Information Officer (CIO) Function <ul><li>HQ CIO – Ms. Sandra Daniels-Gibson </li></ul><ul><ul><li>Works in close coordination with NASA and Center CIOs to assist in establishing Agency wide IT policy, standards and architecture </li></ul></ul><ul><ul><li>Works in close coordination with NASA and Center CIOs to assist in planning and carrying out Agency wide and Federal government IT policy and initiatives </li></ul></ul><ul><ul><li>Responsible for implementation of NASA CIO IT policy and standards at the HQ site </li></ul></ul><ul><ul><li>Establishes the HQ Enterprise Architecture in accordance with the NASA Enterprise architecture </li></ul></ul><ul><ul><li>Responsible for implementation of NASA CIO IT initiatives at HQ </li></ul></ul><ul><ul><li>Serves on the NASA CIO Representatives Board </li></ul></ul>
    18. 18. Profile of Current IT Environment <ul><li>Outsourcing Desktop Initiative for NASA (ODIN) </li></ul><ul><ul><li>Total Desktop / Laptop Computers: ~2385 </li></ul></ul><ul><ul><ul><li>Customer Base: ~2085 </li></ul></ul></ul><ul><ul><ul><ul><li>Includes civil servants and contractors </li></ul></ul></ul></ul><ul><ul><ul><li>Shared use seats: ~300 </li></ul></ul></ul><ul><ul><ul><ul><li>For Systems Engineering Facility (SEF), training, conference rooms, etc. </li></ul></ul></ul></ul><ul><ul><ul><li>Percentage distribution by operating system: </li></ul></ul></ul><ul><ul><ul><ul><li>78% PC </li></ul></ul></ul></ul><ul><ul><ul><ul><li>21% Macintosh </li></ul></ul></ul></ul><ul><ul><ul><ul><li>1% Unix </li></ul></ul></ul></ul><ul><ul><li>Supported by ODIN Central Help Desk in Madison, Alabama </li></ul></ul>
    19. 19. Profile of Current IT Environment <ul><li>Information Technology Systems, Engineering and Management (ISEM) support services contract </li></ul><ul><ul><li>Walk-In Service Center (User Resource Center) </li></ul></ul><ul><ul><li>Mainframe processing services provided by the NASA ADP Consolidation Center (NACC) at MSFC </li></ul></ul><ul><ul><li>Network Operations Center (NOC) </li></ul></ul><ul><ul><li>Server Operations Center (SOC) </li></ul></ul><ul><ul><li>Systems Engineering Facility (SEF) </li></ul></ul><ul><ul><li>Video Teleconferencing System (ViTS) facilities </li></ul></ul>
    20. 20. ISEM <ul><li>Purpose: Provides comprehensive IT services across NASA HQ </li></ul><ul><li>Type: Cost Plus Award Fee </li></ul><ul><li>Term: June 1, 2000 – November 30, 2005 (includes one 6-month extension) </li></ul><ul><li>Contractor: Science Applications International Corporation - SAIC </li></ul><ul><li>Total FTE: ~252 </li></ul><ul><li>Major Contract Elements </li></ul><ul><ul><li>Core tasks support the operation of the overall NASA HQ. Work supports many or all Organizations </li></ul></ul><ul><ul><li>Optional subtasks support a specific project, program or organization </li></ul></ul><ul><li>Contract Management </li></ul><ul><ul><li>Contracting Officer (CO) – Mike Alexander </li></ul></ul><ul><ul><li>CO’s Technical Representative (COTR) – Les Newell </li></ul></ul><ul><ul><li>Task Managers for Core and optional subtasks </li></ul></ul><ul><li>Contract interfaces with many other HQ services contracts </li></ul>
    21. 21. HQ Information Technology (IT) Services Summary <ul><li>ISEM </li></ul><ul><li>Headquarters Offices services </li></ul><ul><li>Policy and Program Review and Planning </li></ul><ul><li>Application and web site development and sustaining engineering </li></ul><ul><li>Tactical plan, special tasks and studies support </li></ul><ul><li>Acquisition support </li></ul><ul><li>Server hardware / software maintenance and management </li></ul><ul><li>Telecom budget and billing and VITS support </li></ul><ul><li>IT security services </li></ul><ul><li>System and network engineering and integration services </li></ul><ul><li>NACC and NASA HQ Computer Center (NHCC) operations support </li></ul><ul><li>Telephone (including cellular) operations and support </li></ul><ul><li>Wireless PDA support </li></ul><ul><li>ODIN </li></ul><ul><li>Desktop maintenance </li></ul><ul><li>Desktop hardware /software maintenance and management </li></ul><ul><li>Help Desk services </li></ul>
    22. 22. <ul><li> 1999 2005 </li></ul><ul><li>Annual IT costs $29.5 M $42.0 M </li></ul><ul><li>IT Contractor support personnel ~ 296 ~ 252 </li></ul><ul><li>IT support civil servants in the HQ Information 21 22 Technology and Communications Division </li></ul><ul><li>Servers ~ 87 ~150 </li></ul><ul><li>Customer base ~ 1400 ~ 2085 </li></ul><ul><li>Number of Offices supported 20 25 </li></ul>IT Environment - Past and Present <ul><li>1994 –1998 </li></ul><ul><li>IT Consolidation Initiative </li></ul><ul><li>Explosive growth in use of IT </li></ul><ul><li>High levels of technology infusion </li></ul><ul><li>1999-2005 </li></ul><ul><li>Extensive collaboration across NASA </li></ul><ul><li>Integrated Financial Management Program </li></ul><ul><li>E-Gov – unified Federal IT strategies </li></ul><ul><li>Web services </li></ul><ul><li>Wireless Networking </li></ul><ul><li>Increase in customer base </li></ul>
    23. 23. 2005 State of IT Environment <ul><li>Centralized management of IT under one organization </li></ul><ul><li>Experiencing a sharp growth in customer base and supported activities </li></ul><ul><ul><li>Moving people to offsite locations </li></ul></ul><ul><li>Support high-visibility teams (e.g. Recent: Columbia Accident Investigation Board (CAIB), President’s Commission on Space Exploration, Return-To-Flight) </li></ul><ul><li>New NASA Exploration goals, One NASA vision, Transformation </li></ul><ul><li>IT architecture is in transition and evolving: </li></ul><ul><ul><li>Migrating servers to achieve load-balancing and fail-over </li></ul></ul><ul><ul><li>Migrating NT file storage architecture to a centralized storage </li></ul></ul><ul><ul><li>Migrating switches from 100MB to gigE </li></ul></ul><ul><ul><li>Implementing more capability into Personal Digital Assistants (PDAs) </li></ul></ul><ul><ul><li>Building redundancy and high availability into Network Perimeter </li></ul></ul><ul><ul><li>Enhancing wireless networks </li></ul></ul><ul><ul><li>Enhancing Information Technology Security (ITS) </li></ul></ul><ul><ul><li>Greater integration of email, calendars, Instant Messaging (IM), directories (HEMI) </li></ul></ul><ul><ul><li>Increasing integration for E-Gov and the President’s Management Agenda </li></ul></ul><ul><li>Supported by a central help desk with onsite level-II help desk / customer service representatives </li></ul><ul><li>Close working relationships among HITCD, customers, and ISEM and ODIN contractors </li></ul>
    24. 24. 2005 State of IT Desktop Environment <ul><li>PC computers: </li></ul><ul><ul><li>Standard PCs have Windows XP and Office 2003 </li></ul></ul><ul><ul><li>Macintosh computers </li></ul></ul><ul><ul><ul><li>All OS10.3.4 or greater </li></ul></ul></ul><ul><ul><li>Email/calendaring environment is being upgraded. Currently using: </li></ul></ul><ul><ul><ul><li>Outlook 2003 / Entourage </li></ul></ul></ul><ul><ul><ul><li>Meeting Maker 7.5 (To be retired) </li></ul></ul></ul><ul><ul><li>Support for: </li></ul></ul><ul><ul><ul><li>Blackberrys </li></ul></ul></ul><ul><ul><ul><li>Palms </li></ul></ul></ul><ul><ul><ul><li>Treos </li></ul></ul></ul><ul><ul><ul><li>Pocket PCs </li></ul></ul></ul>
    25. 25. NASA IT INITIATIVES Office of Management and Budget (OMB) Other Federal Agencies Agency Level Committees HQ Information Technology and Communications Division Agency CIO
    26. 26. Customer Interactions Customers Information Technology Point-of-Contact (IT POC) ODIN Customer Outreach Advocates (COAs) ISEM Customer Project Managers (ICPMs) HITCD Service Managers HITCD ADP/T Board of Directors Customer Advisory Committee (CAC) IT Technical Advisory Group (ITAG)
    27. 27. Supporting Organizations <ul><li>ADP/T Board of Directors </li></ul><ul><ul><li>Provides strategic and executive guidance to the Information Technology and Communications Division, in its role of meeting the IT requirements of HQ program and staff offices </li></ul></ul><ul><ul><li>http://www.hq.nasa.gov/office/codec/codeci/activiti/itcomm.htm </li></ul></ul><ul><li>Customer Advisory Committee </li></ul><ul><ul><li>Identifies common and unique HQ IT requirements, influences solutions in support of the overall HQ mission, and provides inputs and recommendations to the Information Technology and Communications Division and the ADP/T Board of Directors </li></ul></ul><ul><ul><li>http://www.hq.nasa.gov/office/codec/codeci/activiti/cac.html </li></ul></ul><ul><li>Information Technology Technical Advisory Group (ITAG) </li></ul><ul><ul><li>Provides input from a very technical group of individuals who give a programmatic perspective on the IT capabilities needed at Headquarters to facilitate their work efforts on behalf of NASA </li></ul></ul>
    28. 28. IT Coordination Mechanism
    29. 29. IT Coordination Mechanism
    30. 30. IT Strategic and Tactical Planning <ul><li>5-Year Strategic Plan, dovetails with Agency Strategic Plan </li></ul><ul><ul><li>Safety and security </li></ul></ul><ul><ul><li>Cost effective common infrastructure and services </li></ul></ul><ul><ul><li>Innovative technology and practices </li></ul></ul><ul><ul><li>Emerging IT areas of support </li></ul></ul><ul><li>2-Year Tactical Plan that establishes HQ IT goals and objectives </li></ul><ul><ul><li>General narrative of overall direction </li></ul></ul><ul><ul><li>Activity descriptions </li></ul></ul><ul><ul><ul><li>What / Why / Benefits / How / When / Cost </li></ul></ul></ul><ul><li>Basis for customer expectations </li></ul><ul><li>Approval and status worked with ADP/T Board of Directors </li></ul>
    31. 31. Major CY04/05 Projects
    32. 32. Report Card FY04 1/16/2004 1/19/2004 100% Closed Server upgrade 2003 0002555 1/16/2004 1/16/2004 100% Closed Deploy CAIB Database 2003 0002815 1/9/2004 1/9/2004 100% Closed Production Nextel 6510 BlackBerry 2003 0002796 12/22/2003 12/22/2003 100% Closed Direct Print for ISEM Staff in HQ 2003 0002765 12/22/2003 12/22/2003 100% Closed Video Broadcasting Capability in EO 2003 0002813 12/19/2003 12/19/2003 100% Closed modify email assistant 2003 0002880 12/18/2003 1/31/2004 100% Closed International Blackberry Capabiliti 2003 0002887 12/5/2003 12/5/2003 100% Closed Support CAIB 2003 0002618 12/3/2003 12/3/2003 100% Closed Upgrade ISS Scanner 2003 0002732 11/24/2003 12/3/2003 100% Closed BlackBerry Attachment Pilot 2003 0002717 11/24/2003 8/31/2004 100% Closed Calendar/Email Messaging on BlackBe 2003 0002695 11/4/2003 11/7/2003 100% Closed Bullet Proof Computer Security 2003 0002812 10/30/2003 10/13/2003 100% Closed upgrade sendmail 2003 0002467 10/29/2003 11/1/2003 100% Closed Support for Apple Power Mac G5 2003 0002791 10/24/2003 10/24/2003 100% Closed Recommend E-mail virus filter 2003 0002666 10/22/2003 10/30/2003 100% Closed Direct Printing for Windows Desktop 2003 0002691 10/21/2003 10/31/2003 100% Closed European Blackberry 2003 0002793 10/17/2003 10/17/2003 100% Closed Engineer BB6210 2003 0002803 10/16/2003 9/19/2003 100% Closed ECP: Meeting Maker Upgrade 2003 0002734 10/3/2003 10/3/2003 100% Closed Official Mac OS10 pilot 2003 0002537 10/1/2003 9/25/2003 100% Closed Bring pilot DHCP into production st 2002 0002328 Actual ECD Approved ECD % Complete Status SR Title SR#
    33. 33. Report Card FY04 5/26/2004 5/28/2004 100% Closed Implement Patch Link 2003 0002888 5/25/2004 5/31/2004 100% Closed Support for Code AO G5 2003 0002811 5/21/2004 5/21/2004 100% Closed Research Shared MS Project Capabili 2004 0003051 5/14/2004 5/16/2004 100% Closed LANIER Scanner Capabilities 2004 0003044 5/14/2004 7/30/2004 100% Closed Integration of 7200 Series Blackber 2004 0003024 5/10/2004 5/14/2004 100% Closed Auto Update for Code M Majordomo Li 2004 0003043 5/7/2004 6/9/2004 100% Closed Convert current Palm to Tungsten Pa 2004 0003099 5/7/2004 5/7/2004 100% Complete Upgrade Meeting Maker 2003 0002879 4/29/2004 4/30/2004 100% Closed VPN connection to GSFC Building 25 2004 0003055 4/23/2004 2/27/2004 100% Closed Design new E-mail architecture 2002 0002195 4/15/2004 4/15/2004 100% Closed Wireless Recommendation 2004 0003000 4/15/2004 12/31/2004 100% Closed Support the Agency ePresence initia 2003 0002652 4/9/2004 4/2/2004 100% Closed ECP: Institutional MAC Refresh 2004 0002962 4/2/2004 4/2/2004 100% Closed Approval & certify Jabber IM client 2004 0002949 3/19/2004 3/23/2004 100% Closed IE as default HQ Web Browser 2003 0002726 3/15/2004 3/15/2004 100% Closed Implement netOctopus for Macs 2003 0002828 2/27/2004 2/29/2004 100% Closed ECP: PDA Future 2003 0002788 2/26/2004 2/27/2004 100% Closed Blackberry Enhancement Roadmap 2003 0002907 2/20/2004 2/20/2004 100% Closed Evaluate Phase II for New Horse 2003 0002831 1/31/2004 1/31/2004 100% Closed Upgrade FAX SR Server 2003 0002897 1/23/2004 5/30/2004 100% Closed ECP: Implement Direct Print 2004 0002955 Actual ECD Approved ECD % Complete Status SR Title SR#
    34. 34. Report Card FY04 8/5/2004 8/5/2004 100% Closed Add ACE Replica w/ RADIUS to Privat 2003 0002619 8/4/2004 8/11/2004 100% Closed Implement Anti-Virus/Anti SPAM for 2004 0002973 8/2/2004 8/3/2004 100% Closed HA Solution Deployment 2004 0003227 7/30/2004 7/30/2004 100% Closed Conference room connectivity 2004 0003184 7/27/2004 8/30/2004 100% Closed Wireless Card Standard 2004 0003092 7/13/2004 5/31/2004 100% Closed Recommend web based email client 2003 0002540 7/7/2004 6/18/2004 100% Closed ECP: Storage consolidation 2004 0003020 7/7/2004 6/18/2004 100% Closed ECP: Windows NT upgrade 2004 0003018 7/1/2004 8/20/2004 100% Closed Evalaute Apache for use at HQ 2004 0003128 6/30/2004 6/30/2004 100% Closed Early MAC OS X Deployment 2004 0003102 6/18/2004 6/18/2004 100% Closed ECP: HA for Windows 2000 servers 2004 0003022 6/18/2004 6/18/2004 100% Closed ECP: HA solution for SUN servers 2004 0003021 6/18/2004 6/18/2004 100% Closed ECP: Upgrade SUN Solaris OS 2004 0003019 6/3/2004 1/30/2004 100% Closed ECP: Upgrade Eudora clients 2003 0002727 5/31/2004 5/31/2004 100% Closed Pilot PKI Support for BlackBerry 2003 0002766 5/31/2004 5/31/2004 100% Closed HQ Desktop FAX solution 2004 0002970 5/31/2004 5/31/2004 100% Closed Network Datastore 2003 0002533 5/28/2004 5/28/2004 100% Complete Implement Enterprise Refresh - Maci 2004 0002996 5/28/2004 5/31/2004 100% Closed Resolve SNA performance issues 2003 0002747 5/28/2004 5/31/2004 100% Closed emergency Prepardeness 2003 0002637 5/26/2004 6/9/2004 100% Closed Support review of CENS 2004 0003119 Actual ECD Approved ECD % Complete Status SR Title SR#
    35. 35. Report Card FY04 9/13/2004 9/13/2004 100% Closed Implement USDA CENS on Windows 2004 0003141 9/13/2004 9/13/2004 100% Closed New Horse Deployment 2004 0003228 9/13/2004 9/15/2004 100% Closed Production Plan for HIRT 2004 0003225 9/9/2004 9/10/2004 100% Complete Implement Lanier Printers 2004 0003034 9/9/2004 9/10/2004 100% Closed Implement Direct Print 2004 0003054 8/31/2004 9/20/2004 100% Closed Install Mac OS X Update 10.3.4 2004 0003261 8/31/2004 8/31/2004 100% Closed MS XP and Office 2003 2004 0003009 8/30/2004 8/30/2004 100% Closed Webmail solution for Newhorse 2004 0003256 8/30/2004 9/1/2004 100% Closed Remote system security verify produ 2004 0003210 8/16/2004 8/16/2004 100% Closed Secure IP Printing 2003 0002861 8/11/2004 8/31/2004 100% Closed SMS 1.2 to netOctopus Migration 2004 0003167 8/9/2004 9/15/2004 100% Closed 7750 Blackberry 2004 0003204 8/6/2004 7/30/2004 100% Closed Provide Tungsten-E Palm Triage 1 Su 2004 0003202 Actual ECD Approved ECD % Complete Status SR Title SR#
    36. 36. Report Card FY05 2/15/2005 2/15/2005 100% Closed Two Factor Authentication for Netwo 2004 0003497 2/15/2005 2/15/2005 100% Closed Automated PW Reset 2004 0003477 2/14/2005 2/14/2005 100% Closed Apple Xserve technical evaluation 2005 0003538 2/8/2005 2/8/2005 100% Closed File System Integrity Solution 2004 0003404 1/21/2005 4/22/2005 99% Suspense NASA HQ Directory Updates 2004 0003462 1/21/2005 2/8/2005 100% Closed Develop an ECP: Direct Print Web to 2004 0003491 1/14/2005 1/18/2005 100% Closed AT&T Treo/Pocket PC Pilot 2004 0003216 1/10/2005 1/10/2005 100% Closed PatchLink Server Deployment 2004 0003374 1/7/2005 1/7/2005 100% Closed Windows Server Remote Access Soluti 2004 0003437 1/3/2005 5/31/2005 100% Closed Support for IBM ThinkPad T40p 2003 0002696 12/3/2004 12/3/2004 100% Closed OS X workstation/AD interoperabilit 2004 0003330 11/30/2004 11/17/2004 100% Closed Integrate the Mac OS X Server platf 2004 0003329 11/23/2004 11/26/2004 100% Closed CMATS Pilot Server 2004 0003294 10/29/2004 10/30/2004 100% Closed Windows XP SP2 2004 0003319 10/29/2004 10/30/2004 100% Closed Evaluate server access control tool 2004 0003303 10/28/2004 10/28/2004 100% Closed Replace public search engine 2004 0003334 10/28/2004 10/28/2004 100% Closed ECP HQ VPN Service 2004 0003101 10/22/2004 10/22/2004 100% Closed Evaluate Mac-Blackberry sync softwa 2004 0003328 10/15/2004 10/15/2004 100% Closed netOctopus Mac Script Repository 2004 0003286 10/6/2004 10/6/2004 100% Closed Webalizer production system 2004 0002953 10/5/2004 10/15/2004 100% Closed Exchange Proof of Concept 2004 0003116 Actual ECD Approved ECD % Complete Status SR Title SR#
    37. 37. Report Card FY05   5/31/2005 90% Sched HIRT Production Deployment 2004 0003353   5/31/2005 90% Sched HIRT Pilot Support 2004 0003352   5/30/2005 100% Sched Mac Mini Evaluation 2005 0003648   5/20/2005 75% Sched Upgrade PatchLink 2004 0003411 5/9/2005 5/9/2005 100% Sched 1800 M Street 2004 0003412   2/21/2005 0% Suspense Evaluate & Recommend an RFID soluti 2004 0003494   11/2/2004 0% Suspense Move Web tool to production 2004 0003305 5/9/2005 5/9/2005 100% Complete Upgrade Brio On-Demand Server 2005 0003602 4/6/2005 3/25/2005 100% Closed Develop ECP for the CENS JAVA versi 2005 0003620 4/6/2005 4/12/2005 100% Closed ECP: Upgrade SNA Infrastructure 2005 0003603 4/4/2005 4/4/2005 100% Closed SOC iAgenda Server 2005 0003615 4/4/2005 4/4/2005 100% Closed Facility Server Upgrade 2004 0003466 3/31/2005 3/31/2005 100% Closed Evaluate and recommend an HTTP prox 2004 0003517 3/31/2005 3/31/2005 100% Closed HQ Wireless Network 2004 0003254 3/31/2005 3/31/2005 100% Closed Upgrade PKI software, Entrust 2004 0003136 3/28/2005 3/28/2005 100% Closed Alternate access WiFi proof of conc 2004 0003492 3/24/2005 3/24/2005 100% Closed Cisco VPN Client Upgrade to Triage 2004 0003484 3/15/2005 3/16/2005 100% Complete ECP: Implement Lanier Scanning Serv 2005 0003539 3/1/2005 3/1/2005 100% Closed Move all testing systems 2003 0002580 2/28/2005 2/28/2005 100% Closed Data Backup for Desktop 2004 0003478 2/25/2005 2/25/2005 100% Closed Conduct 802.1x Pilot 2004 0003448 Actual ECD Approved ECD % Complete Status SR Title SR#
    38. 38. Report Card FY05   TBD 0% Suspense Recommend & Implement Endpoint Secu 2004 0003447   TBD 5% Sched Upgrade WLSE 2005 0003712   TBD 50% Sched Create a web site for the Wireless 2005 0003647   TBD 5% Sched Configure 802.11 for Pocket PC devi 2005 0003727   TBD 5% Sched Commercial Guest Network 2005 0003729   7/29/2005 5% Sched Update SNA and FAQ links and docume 2005 0003752   7/14/2005 25% Sched Implement an NetApp Enterprise Stor 2005 0003578   6/30/2005 20% Sched Printing Solution for ASAL Labels 2005 0003730   5/31/2005 0% Suspense 802.1x Pilot 2005 0003662   5/31/2005 80% Sched Implement an Enterprise backup solu 2005 0003579   5/31/2005 80% Sched NHCC Server Upgrades 2005 0003577   5/31/2005 10% Sched Conduct Desktop Backup pilots 2005 0003674 Actual ECD Approved ECD % Complete Status SR Title SR#
    39. 39. Current Agency CIO IT Initiatives <ul><li>Wide area network replacement </li></ul><ul><li>Agency wide messaging initiative </li></ul><ul><li>InsideNASA portal (Agency intranet) </li></ul><ul><li>NASA Enterprise Architecture </li></ul><ul><li>NIST ITS compliance </li></ul><ul><li>Uniform ITS monitoring, mitigation and reporting </li></ul><ul><li>Public web “branding” and consolidation </li></ul><ul><li>Consolidated Oracle licenses </li></ul><ul><li>NASA Integrated Services Environment (NISE) </li></ul><ul><ul><li>NASA Account Management System (NAMS) </li></ul></ul><ul><ul><li>Cyber Identity Management System (CIMS) </li></ul></ul><ul><ul><li>Badge and smart card integration (CBACS) </li></ul></ul><ul><li>Homeland Security Presidential Directive 12 </li></ul><ul><ul><li>Identity and Account Management </li></ul></ul>
    40. 40. Current HQ IT Initiatives <ul><li>Get to everything from anywhere - </li></ul><ul><ul><li>Expanded “guest” services - Internet in conference areas, offices </li></ul></ul><ul><ul><li>Improved remote access to HQ resources </li></ul></ul><ul><li>Staying current </li></ul><ul><ul><li>Upgrade server infrastructure - Jump Start, load balanced </li></ul></ul><ul><li>Continuing improvements to safe work environment </li></ul><ul><ul><li>SPAM and Virus filters – different levels of filters </li></ul></ul><ul><ul><li>ITS monitoring and controls - Patchlink, penetration tests, and intrusion detection </li></ul></ul>
    41. 41. Current HQ IT Initiatives <ul><li>Emergency Preparedness </li></ul><ul><ul><li>Fail-over and hot sites </li></ul></ul><ul><li>Storage and Backup Systems Upgrade </li></ul><ul><li>Customer Tools </li></ul><ul><ul><li>Headquarters Enterprise Messaging Initiative (HEMI) </li></ul></ul><ul><ul><li>Wireless handheld device enhancements - attachments, office integration </li></ul></ul><ul><ul><li>Secure wireless - high-speed building-wide / laptop and PDA client deployments </li></ul></ul><ul><li>“ One call does it all” </li></ul><ul><ul><li>Eliminate need for customer to initiate follow-up actions once Help Desk has been called </li></ul></ul>High Availability and Responsive Service are our goals
    42. 42. <ul><li>Automatic desktop backups and searchable storage </li></ul><ul><li>Desktop Video Conferencing integrated with VoIP </li></ul><ul><li>Complete building-wide roaming capability </li></ul><ul><li>“Pull” refresh in addition to “Push” </li></ul><ul><li>Expanded use of Take-Home software </li></ul><ul><ul><li>Personal firewalls </li></ul></ul>Future HQ IT Initiatives
    43. 43. NASA HQ IT Challenges <ul><li>Maintain customer satisfaction in the HQ corporate environment </li></ul><ul><li>Accomplish IT initiatives within budget constraints </li></ul><ul><li>Achieve success in light of the following customer environment: </li></ul><ul><ul><li>Highly dynamic (new programs and initiatives – One NASA, CIO actions, Return-to-Flight, Moon/Mars exploration, NASA Transformation, E-Gov) </li></ul></ul><ul><ul><li>Heavy reliance on IT environment </li></ul></ul><ul><ul><li>High expectations of customer base </li></ul></ul><ul><ul><li>Very senior and knowledgeable staff </li></ul></ul><ul><ul><li>Diverse desktop hardware and software environment </li></ul></ul><ul><li>Keep pace with demand for new IT devices and capabilities: </li></ul><ul><ul><li>PDAs </li></ul></ul><ul><ul><li>Wireless </li></ul></ul><ul><ul><li>Group collaboration </li></ul></ul>
    44. 44. NASA HQ IT Challenges <ul><li>Mitigate ever increasing IT security vulnerabilities </li></ul><ul><li>Minimize customer impact due to contract transition </li></ul><ul><li>Proactively anticipate and support HQ programmatic needs </li></ul><ul><li>Developing and maintaining simplified customer processes and procedures for IT services </li></ul><ul><li>Delivering a large volume of effective customer outreach and training within a time-constrained environment. </li></ul>
    45. 45. What is Required of HITSS Contractor <ul><li>Very strong customer service orientation </li></ul><ul><li>Strong technical skills </li></ul><ul><li>Ability to deliver high quality service: </li></ul><ul><ul><li>Responsive </li></ul></ul><ul><ul><li>Flexible </li></ul></ul><ul><ul><li>On time </li></ul></ul><ul><ul><li>Seamless support </li></ul></ul><ul><ul><li>Close coordination - no surprises </li></ul></ul>
    46. 46. What is Required of HITSS Contractor <ul><li>Ability to deliver in a highly dynamic environment </li></ul><ul><li>Adherence to HQ and NASA IT Policy and Procedures </li></ul><ul><li>Comprehensive compliance with all NASA security policies, Federal policies, NIST guidance and prompt mitigation of security threats </li></ul><ul><li>Forward thinking, quick learners: </li></ul><ul><ul><li>Knowledgeable of environment </li></ul></ul><ul><ul><li>Evaluate and recommend technology and service improvements beneficial to HQ customer base </li></ul></ul><ul><li>Operate safely </li></ul><ul><li>Deliver as promised </li></ul>
    47. 47. Questions and Answers
    48. 48. Contract Descriptions Les Newell
    49. 49. <ul><li>Tactical plan, special tasks and studies support </li></ul><ul><li>Acquisition and property management support </li></ul><ul><li>Application / website development and sustaining engineering </li></ul><ul><li>System and network engineering and integration services </li></ul><ul><li>Telecom budget, billing and ViTS support </li></ul><ul><li>Computer center operations support </li></ul><ul><li>Provide customer, equipment maintenance and logistics services </li></ul><ul><li>Provide IT security services </li></ul><ul><li>Provide IT services to Headquarters Offices </li></ul>HQ ISEM Services Summary
    50. 50. Current ISEM Contract Scope <ul><li>The ISEM contract is divided into two main support areas </li></ul><ul><ul><li>“ Common Core tasks” are performed for all of the offices at NASA HQ </li></ul></ul><ul><ul><li>“ Optional tasks” are performed for specific offices having unique requirements </li></ul></ul>
    51. 51. Common ISEM Core Tasks <ul><li>Program Management </li></ul><ul><li>Computer Center Operations </li></ul><ul><li>Communications Systems and Services </li></ul><ul><li>Software Applications Development and Maintenance </li></ul><ul><li>Customer Services </li></ul><ul><li>Information Technology Security </li></ul><ul><li>Special Tasks </li></ul>
    52. 52. Optional ISEM Tasks <ul><li>Optional tasks span the full spectrum of information technology expertise: </li></ul><ul><ul><li>Web site development and maintenance </li></ul></ul><ul><ul><li>IFMP implementation </li></ul></ul><ul><ul><li>Architecture and engineering analyses for the agency CIO </li></ul></ul><ul><ul><li>Information technology strategic and tactical planning </li></ul></ul><ul><ul><li>Information technology technical support to program offices </li></ul></ul><ul><ul><li>Office of Inspector General Nationwide Information System </li></ul></ul><ul><ul><li>Corrective Action Tracking System support </li></ul></ul><ul><ul><li>ISO 9000 systems support </li></ul></ul>
    53. 53. ODIN Description <ul><li>The ODIN contract provides the Hardware/Software installation, maintenance and technology refresh of: </li></ul><ul><ul><li>Desktops </li></ul></ul><ul><ul><li>Printers </li></ul></ul><ul><ul><li>Facsimile </li></ul></ul><ul><li>Customer support </li></ul><ul><li>ODIN products and services catalog </li></ul>
    54. 54. Other HQ Non-IT Contracts
    55. 55. Current Contractor Descriptions
    56. 56. Current Contractor Descriptions
    57. 57. Current Contractor Descriptions
    58. 58. Questions and Answers
    59. 59. IT Architecture Sam Ramos
    60. 60. IT Architecture Topics <ul><li>Architecture and Design Philosophy </li></ul><ul><li>Procedures, Policies, and Practices </li></ul><ul><li>Architecture Overview </li></ul><ul><li>File Service </li></ul><ul><li>Printing Environment </li></ul><ul><li>Remote Services </li></ul><ul><li>Email Service - HEMI </li></ul><ul><li>Blackberry Service </li></ul><ul><li>Web Architecture, Processes and Policies </li></ul><ul><li>Systems Engineering Facility </li></ul>
    61. 61. Architecture and Design Philosophy <ul><li>Staying agile to respond to new requirements </li></ul><ul><ul><li>Largely Open Standards based </li></ul></ul><ul><ul><ul><li>Reduces costs, easy to scale, simple integration, easy maintenance and multiple security options </li></ul></ul></ul><ul><ul><ul><li>Simplified design </li></ul></ul></ul><ul><li>Our service expectation is High Availability </li></ul><ul><ul><li>Routers and DNS should ALWAYS be up </li></ul></ul><ul><ul><li>Remote access (dial-in/SSL), email, and Web services should ALWAYS be available </li></ul></ul><ul><ul><ul><li>Plans underway to extend this philosophy to data and databases </li></ul></ul></ul>
    62. 62. Architecture and Design Philosophy <ul><li>Two thirds of our servers are Unix based </li></ul><ul><ul><li>Better security, management, performance, flexibility </li></ul></ul><ul><ul><li>Using Sun “Jump Start” for automatic configuration </li></ul></ul><ul><ul><li>Migrating to standard Blades and enterprise Network Attached Storage (NAS) and Storage Area Network (SAN) </li></ul></ul><ul><li>One third of our servers are Microsoft based </li></ul><ul><ul><li>Migrating from Windows NT / 2000 to Server 2003 </li></ul></ul><ul><li>Desktop configurations should be as generic as possible </li></ul><ul><ul><li>Simple configurations are easier to test, thereby facilitating faster “core” rollouts </li></ul></ul><ul><ul><li>Customers have local administrator privileges </li></ul></ul>
    63. 63. Procedures, Policies, and Practices <ul><li>Change Control is critical </li></ul><ul><ul><li>Configuration Control Board reviews: </li></ul></ul><ul><ul><ul><li>System Requirements Review (SRR) </li></ul></ul></ul><ul><ul><ul><li>Preliminary Design Review (PDR) </li></ul></ul></ul><ul><ul><ul><li>Critical Design Review (CDR) </li></ul></ul></ul><ul><ul><ul><li>Test Readiness Review (TRR) </li></ul></ul></ul><ul><ul><ul><li>Operational Readiness Review (ORR) </li></ul></ul></ul><ul><ul><li>Change packages, Version Description Documents </li></ul></ul><ul><ul><li>NOC manages IP address database </li></ul></ul>
    64. 64. Procedures, Policies, and Practices <ul><li>No clear text reusable passwords for system administrators </li></ul><ul><ul><li>Hardware tokens are required to administer switches and routers </li></ul></ul><ul><ul><ul><li>Must log on as themselves before acquiring private access </li></ul></ul></ul><ul><ul><li>Must use Secure Shell (SSH) for remote administration of Unix hosts, Switches and Routers </li></ul></ul><ul><ul><li>Remote admin access is NOT allowed for Microsoft-based servers </li></ul></ul>
    65. 65. Procedures, Policies, and Practices <ul><li>Firewalls and Perimeter: </li></ul><ul><ul><li>Firewall Rule Sets and Router Access Control Lists (ACLs) are structured to support required services </li></ul></ul><ul><ul><ul><li>HQ Private Network permits general outbound access and denies inbound connection attempts </li></ul></ul></ul><ul><ul><ul><li>HQ Public Network permits approved services to approved host and denies all unapproved services inbound and outbound </li></ul></ul></ul><ul><ul><ul><li>HQ Perimeter Network restricts access as defined by host requirements </li></ul></ul></ul><ul><ul><li>HQ Perimeter blocks insane addresses, source routing, NetBios, Internet Control Message Protocol (ICMP), inbound SSH, RFC 1918, private addresses, etc. </li></ul></ul><ul><li>Networks are compartmentalized according to requirement and security </li></ul>
    66. 66. Architecture Overview Office of Security and Protection (OC-3) HA Firewall Cluster
    67. 67. Architecture Overview <ul><li>Edge networks </li></ul><ul><ul><li>Networks located outside the HQ security perimeter </li></ul></ul><ul><ul><li>Typically servers/devices managed and/or supported by non-HQ organizations: </li></ul></ul><ul><ul><ul><li>Some visibility and coordination with HQ NOC </li></ul></ul></ul><ul><ul><li>Includes </li></ul></ul><ul><ul><ul><li>NASA Integrated Services Network (NISN) </li></ul></ul></ul><ul><ul><ul><li>The Office of Inspector General (OIG) network </li></ul></ul></ul><ul><ul><ul><li>Office of Security and Program Protection connection to the NASA Secure Network (NSN) </li></ul></ul></ul><ul><ul><ul><li>Guest network </li></ul></ul></ul>
    68. 68. Architecture Overview <ul><li>Public Services Network </li></ul><ul><ul><li>Tightly controlled access to HQ services provided to the public </li></ul></ul><ul><ul><li>Default is “deny” for outside sources wanting to get in </li></ul></ul><ul><ul><li>Default is “deny” for inside services connecting out </li></ul></ul><ul><ul><li>Default is “deny” from Public to Private </li></ul></ul><ul><ul><li>All in and out ports are defined for each server </li></ul></ul><ul><ul><li>Secure location for services provided to NASA Centers and/or the general public </li></ul></ul><ul><ul><ul><li>CCB approved and HQ monitored and maintained </li></ul></ul></ul>
    69. 69. Architecture Overview <ul><li>Perimeter networks </li></ul><ul><ul><li>Located behind the border router and in front of the core firewalls </li></ul></ul><ul><ul><li>Provides support for </li></ul></ul><ul><ul><ul><li>Services that require public access but do not work well behind firewalls (e.g. Real Audio servers and servers that require dynamic ranges of TCP/UDP ports) </li></ul></ul></ul><ul><ul><ul><li>Servers that are not managed by HQ personnel and are thus not trusted </li></ul></ul></ul><ul><ul><ul><li>Desktop workstations that are not managed under HQ configuration management (CM) control </li></ul></ul></ul><ul><ul><ul><li>Off-site contractor networks </li></ul></ul></ul><ul><ul><li>Provides limited “first line of defense” protections </li></ul></ul><ul><ul><ul><li>Blocks weakly protected services such as file sharing </li></ul></ul></ul><ul><ul><ul><li>Blocks known attacks such as “Ping of Death” and address spoofing </li></ul></ul></ul>
    70. 70. Architecture Overview <ul><li>Private Services Network </li></ul><ul><ul><li>Services protected by core firewall </li></ul></ul><ul><ul><li>Default is “deny” for all outside sources wanting to get in </li></ul></ul><ul><ul><li>Default is “allow” for all inside sources wanting to get out </li></ul></ul><ul><ul><li>Provides protected services to desktop workstations and services that are not available to other Centers or the general public </li></ul></ul>
    71. 71. Architecture Overview <ul><li>Network and Server Operations Center (NOC / SOC) </li></ul><ul><ul><li>NOC manages firewalls, routers, switches and security perimeter </li></ul></ul><ul><ul><ul><li>Responsible for IP management </li></ul></ul></ul><ul><ul><li>SOC manages servers </li></ul></ul><ul><ul><ul><li>Responsible for service performance, availability, and accounts </li></ul></ul></ul><ul><ul><li>Serves as a resource for trouble-shooting and analysis </li></ul></ul><ul><ul><li>Sends alerts, alarms and pages when anomalies are detected </li></ul></ul><ul><ul><li>Uses tools for monitoring server and network operations </li></ul></ul><ul><ul><li>Provide visibility into each device and down to each node </li></ul></ul><ul><ul><li>Monitors infrastructure, nodes, servers, CPU usage, I/O utilization, broadcast traffic, switches/routers and configuration changes </li></ul></ul>
    72. 72. Architecture Overview <ul><li>Paging </li></ul><ul><ul><li>Pages from the HELP desk are human driven </li></ul></ul><ul><ul><ul><li>Pages are sent for critical tickets. </li></ul></ul></ul><ul><ul><li>Pages from system alerts </li></ul></ul><ul><ul><ul><li>Pages are sent from HP OpenView via analog phone line. </li></ul></ul></ul><ul><ul><ul><li>Pages from service alerts are sent via Skytel </li></ul></ul></ul><ul><ul><li>Web site for use by IT staff to do their own single or group snap page </li></ul></ul>
    73. 73. Architecture Overview <ul><li>Network Infrastructure </li></ul><ul><ul><li>Three communication closets on each floor with Cisco 6509/6506 </li></ul></ul><ul><ul><ul><li>Each Catalyst switch has two, 1 Gb, multi-mode fiber cable runs that take separate, redundant paths to alternating center closet switches and then to the Concourse and NHCC switches </li></ul></ul></ul><ul><ul><ul><ul><li>Each center closet floor switch has two, 1 Gb, multi-mode fiber trunks. The primary is attached to the NHCC switch (root bridge) and the backup is connected to Concourse Center </li></ul></ul></ul></ul><ul><ul><ul><ul><li>Each wing closet (East and West) has two, 1 Gb, multi-mode fiber trunks. The primary is attached to the center closet switch for that floor. The backup is attached to the wing closet switch in the floor above and below </li></ul></ul></ul></ul><ul><ul><ul><li>Cable is Cat 5 with 100MB Network Interface Cards (NICs) installed in all desktop computers </li></ul></ul></ul>
    74. 74. Architecture Overview <ul><li>Workstation Interface Outlet (WIO) boxes </li></ul><ul><ul><li>WIO distribution boxes are embedded in the raised floors to provide network and phone connections to customer workstations </li></ul></ul><ul><ul><ul><li>Each WIO box contains at least six outlet positions </li></ul></ul></ul><ul><ul><ul><ul><li>2 CatE @ 100 Mb - RJ45 </li></ul></ul></ul></ul><ul><ul><ul><ul><li>1 voice - RJ45, 1 modem/fax - RJ11 </li></ul></ul></ul></ul><ul><ul><ul><ul><li>CATV- coax, 1 spare </li></ul></ul></ul></ul><ul><ul><ul><li>Additional analog data lines are issued on an exception basis for faxing “outbound only” </li></ul></ul></ul><ul><ul><ul><li>Electric power has separate floor boxes </li></ul></ul></ul>
    75. 75. Architecture Overview
    76. 76. File Service Today <ul><li>Centralized Windows 2000 and 2003-based file and print architecture: </li></ul><ul><ul><li>Promotes easier sharing of data </li></ul></ul><ul><li>Server architecture: </li></ul><ul><ul><li>File Services - Hosted on 3 Dell 6350s attached to a Dell SAN </li></ul></ul><ul><ul><ul><li>1.9 TB </li></ul></ul></ul><ul><ul><ul><li>Data #4 Dell 6400 - array = 887 GB </li></ul></ul></ul><ul><ul><ul><li>Data #5 Dell 6600 - array = 1.3 TB </li></ul></ul></ul><ul><ul><li>5 Print Servers - Hosted on 2 Dell 2450s, 1 Dell 6400 </li></ul></ul><ul><ul><ul><li>FAX hosted on a Dell 1300 </li></ul></ul></ul><ul><ul><li>SMS - Dell 6300 </li></ul></ul>
    77. 77. File Service Tomorrow <ul><li>Microsoft 2003 server </li></ul><ul><li>Limited Active Directory </li></ul><ul><li>Flexible NAS </li></ul><ul><li>Centralized Backup </li></ul>
    78. 78. <ul><li>How it works: </li></ul><ul><ul><li>Customers submit print jobs using JetDirect, IPP, or Appletalk directly to the printers </li></ul></ul><ul><ul><li>Printers print what they are told </li></ul></ul><ul><ul><li>Printers accept concurrent connections, print on first-come, first-served basis </li></ul></ul><ul><ul><li>Legacy print server for special case printers or printers with specific access requirements (e.g. only specific customers can print to it, job size limits) </li></ul></ul><ul><li>Benefits: </li></ul><ul><ul><li>No single points of failure between customers and most printers </li></ul></ul><ul><ul><li>Customers can access full functionality of the printers (e.g. scanners on Laniers) </li></ul></ul><ul><ul><li>Printing is much faster without intermediate spooling </li></ul></ul><ul><ul><li>Customers retain control of jobs until they are completely printed </li></ul></ul><ul><ul><li>Customers have direct visibility into printer state </li></ul></ul><ul><ul><li>Much less hardware to maintain and manage </li></ul></ul>Current Printing Environment Print Servers Core Firewall
    79. 79. Remote Services <ul><li>Around the clock service </li></ul><ul><li>Supports personnel on travel and telecommuters </li></ul><ul><ul><li>Peer-to-peer access to desktop systems and Point-to-Point Tunneling Protocol (PPTP) are not allowed </li></ul></ul><ul><li>Dial-in and Kiosks (SSL) both use SecurID hardware tokens </li></ul><ul><li>Services like email and calendaring are available over the general Internet and do not require HQ addresses </li></ul><ul><li>Dial-in Service: </li></ul><ul><ul><li>Cisco AS5300 dial-in servers </li></ul></ul><ul><ul><li>There are 4 T1s, each T1 supports 23 concurrent connections for a total of 92 possible connections </li></ul></ul><ul><ul><li>1-800 and local numbers - pre-setup on laptops </li></ul></ul>
    80. 80. <ul><li>Secure Remote Access </li></ul><ul><ul><li>Enables Kiosk style access via SSL </li></ul></ul><ul><ul><li>Can support up to 100 concurrent customers </li></ul></ul><ul><ul><li>Accesses web applications, and SAMBA to files </li></ul></ul><ul><ul><li>“ Profiles” set up for customers </li></ul></ul>Remote Services
    81. 81. Email Service - HEMI <ul><li>A tightly integrated messaging service that supports NASA HQ users with local account administration and tier 2 support, with servers and services provided by NDC@JSC and NDC@MSFC </li></ul><ul><li>Headquarters Enterprise Messaging Initiative- fully operational late June 2005 </li></ul><ul><ul><li>Phase 1 (Email) – 99% complete </li></ul></ul><ul><ul><ul><li>Replace Eudora email with Outlook/Entourage </li></ul></ul></ul><ul><ul><ul><li>Enhanced Blackberry support </li></ul></ul></ul><ul><ul><ul><li>Goodlink support for TREOS and Pocket PCs </li></ul></ul></ul><ul><ul><ul><li>Enhanced Agency Wide Directory </li></ul></ul></ul><ul><ul><ul><li>Instant Messaging </li></ul></ul></ul><ul><ul><ul><li>File sharing & collaboration via SharePoint </li></ul></ul></ul><ul><ul><li>Phase 2 (Calendaring)– late June 2005 </li></ul></ul><ul><ul><ul><li>Replace Meeting Maker calendaring with Outlook/Entourage calendaring </li></ul></ul></ul>
    82. 82. Email Service - HEMI <ul><li>An MOU between HQ, NDC@JSC and NDC@MSFC will provide Service and Performance Levels </li></ul><ul><li>ISEM provides account administration, engineering design and operations, project management, some triage 2 Help Desk </li></ul><ul><li>ISEM is working with the Agency CTO under a task order, to engineer and implement an Agency wide rollout of a common messaging platform. This will build on the HEMI foundation. </li></ul>
    83. 83. Blackberry Service <ul><li>Today </li></ul><ul><ul><li> > 500 units deployed </li></ul></ul><ul><ul><ul><li>957, 6510, 6710, 6750, 6210 </li></ul></ul></ul><ul><ul><ul><li>Verizon, Cingular and AT&T </li></ul></ul></ul><ul><ul><ul><li>Email and Attachments </li></ul></ul></ul><ul><li>Tomorrow </li></ul><ul><ul><li>Reduce device models </li></ul></ul><ul><ul><li>Pursue better integrated solutions </li></ul></ul>
    84. 84. Web Architecture, Processes and Policies <ul><li>Web sites and applications comply with all NASA HQ web hosting architectures, processes and policies </li></ul><ul><ul><li>Architecture </li></ul></ul><ul><ul><ul><li>SunOne Web Server, J2EE Application Server, Cold Fusion MX, Oracle 9i </li></ul></ul></ul><ul><ul><ul><li>Several browsers supported – IE 6 for PCs, Firefox 1.0, and Safari (OSX) for Macs </li></ul></ul></ul><ul><ul><li>Process </li></ul></ul><ul><ul><ul><li>Full life-cycle milestone review via HQ Configuration Control Board </li></ul></ul></ul><ul><ul><li>Policies </li></ul></ul><ul><ul><ul><li>All federal web publishing guidelines (Section 508, COPPA, etc.) </li></ul></ul></ul><ul><ul><ul><li>NASA specific publishing guidelines </li></ul></ul></ul><ul><ul><ul><ul><li>See http://webwork.nasa.gov/policy for more details </li></ul></ul></ul></ul>
    85. 85. Systems Engineering Facility <ul><li>The Systems Engineering Facility (SEF) </li></ul><ul><ul><li>Self-contained facility </li></ul></ul><ul><ul><li>Simulates production environment for safe testing </li></ul></ul><ul><ul><li>Provides expertise to assist with testing efforts in the field of computing and data communications </li></ul></ul><ul><ul><li>Contains a wide array of computer and network technology for testing production scenarios outside the production environment </li></ul></ul><ul><li>Includes capability to: </li></ul><ul><ul><li>Test all production desktop computing platforms </li></ul></ul><ul><ul><li>Test current and planned operating system distributions </li></ul></ul><ul><ul><li>Test all current NASA HQ software </li></ul></ul><ul><ul><li>Test on the NASA HQ network, or on one or more private networks </li></ul></ul><ul><ul><li>Isolate network monitoring and analysis </li></ul></ul>
    86. 86. Systems Engineering Facility <ul><li>The SEF contains: </li></ul><ul><ul><li>Workstations and server-class computers </li></ul></ul><ul><ul><li>NASA HQ &quot;core&quot; desktop software configurations </li></ul></ul><ul><ul><li>Network-attached printers for PCs and Macs </li></ul></ul><ul><ul><li>Personal digital assistants </li></ul></ul><ul><ul><li>Cisco routers, switches, firewalls </li></ul></ul><ul><ul><li>Ghost Servers where ALL the Core loads are kept </li></ul></ul>
    87. 87. Break
    88. 88. Operations Marta Goldblatt Sam Ramos
    89. 89. Operations Topics <ul><li>Operations Description </li></ul><ul><li>Server Operations Center (SOC) </li></ul><ul><li>Networks Operations Center (NOC) </li></ul><ul><li>Production Control </li></ul><ul><li>Backup Operations </li></ul><ul><li>Service Availability </li></ul><ul><li>HQ ISEM Platforms / Applications </li></ul><ul><li>NACC Applications Overview </li></ul>
    90. 90. Operations Description <ul><li>Operations is responsible for availability, reliability, and uninterrupted service of all hardware and software housed in the NHCC. This includes: </li></ul><ul><ul><li>Operating systems and attendant software installation, customization, and maintenance </li></ul></ul><ul><ul><li>Disk and tape administration </li></ul></ul><ul><ul><li>Resources Management and optimization </li></ul></ul><ul><ul><li>Problem resolution </li></ul></ul><ul><ul><li>Capacity planning </li></ul></ul><ul><ul><li>Production control </li></ul></ul><ul><ul><li>Online and batch systems maintenance </li></ul></ul><ul><ul><li>Print job distribution </li></ul></ul>
    91. 91. Server Operations Center (SOC) <ul><li>Systems Administrators of NHCC platforms perform </li></ul><ul><ul><li>Systems monitoring </li></ul></ul><ul><ul><li>Systems maintenance and upgrades </li></ul></ul><ul><ul><li>Backup certification </li></ul></ul><ul><ul><li>Problem resolution </li></ul></ul><ul><li>The SOC staff assists in the: </li></ul><ul><ul><li>Build out and installation of new servers </li></ul></ul><ul><ul><li>Installation of applications software on production servers </li></ul></ul><ul><ul><li>Elimination of system vulnerabilities and in managing the detection of viruses via the automatic protection software, and reporting these incidents </li></ul></ul><ul><li>The SOC is closely integrated with the HQ Local Area Network Operations Center (LANOC) and the HELP desk </li></ul>
    92. 92. Network Operations Center (NOC) <ul><li>The NOC manages the Headquarters Communications Network (HCN) through pro-active monitoring of HQ IT infrastructure, including: </li></ul><ul><ul><li>Nodes </li></ul></ul><ul><ul><li>Servers </li></ul></ul><ul><ul><li>Central Processing Unit (CPU) usage </li></ul></ul><ul><ul><li>Input / Output (I/O) utilization </li></ul></ul><ul><ul><li>Broadcast traffic </li></ul></ul><ul><ul><li>Switches / Router Service Modules (RSMs) </li></ul></ul><ul><ul><li>Configuration changes </li></ul></ul><ul><li>The NOC detects some anomalies automatically and sends alerts to the NOC staff and other involved personnel </li></ul>
    93. 93. Production Control <ul><li>Provides coverage for mainframe printers and related equipment </li></ul><ul><ul><li>Set up jobs and manage output </li></ul></ul><ul><ul><li>Monitor and manage production schedules </li></ul></ul><ul><ul><li>Control and operate peripheral equipment </li></ul></ul><ul><ul><li>Operate high speed printers </li></ul></ul><ul><li>Develop operational schedules </li></ul><ul><li>Coordinate customer requirements </li></ul><ul><li>Report and escalate problems to the NACC </li></ul>
    94. 94. Backup Operations <ul><li>Backups to tape start after 6:00 pm. </li></ul><ul><ul><li>Daily (Incremental) kept for 2 weeks </li></ul></ul><ul><ul><li>Weekly (full) - kept for 6 months </li></ul></ul><ul><ul><li>Monthly (full) - stored off-site for one year </li></ul></ul><ul><li>Restorations from tape as required </li></ul><ul><li>Logs are generally maintained for 30 days </li></ul><ul><li>Implementation of a Centralized Backup System is in progress </li></ul>
    95. 95. Service Availability <ul><li>All aspects of customer and institutional network connectivity is available 24 x 7 unless otherwise specified due to scheduled, or unforeseen outages </li></ul>
    96. 96. NACC – HQSYSB Connection CNT-NACC Comm/CNT- HQ Network IBM 9672 HQSYSB LPAR DASD Tape silo Printers Redundant T-1 circuits IP replaced SNA TN3270 terminal connections as of Aug.2004
    97. 97. NACC IBM Architecture Serving Headquarters - HQSYSB Amdahl replaced with an IBM CMOS mainframe.
    98. 98. HQ NACC Configuration Overview <ul><li>NACC LPAR = Hqsysb </li></ul><ul><li>Platform </li></ul><ul><ul><li>IBM 9672-RB6 </li></ul></ul><ul><ul><li>2048 RAM/LPAR </li></ul></ul><ul><ul><li>OS/390 Z/OS v1.4 </li></ul></ul><ul><li>Environment </li></ul><ul><ul><li>2 64bit CPU’S of 10 </li></ul></ul><ul><ul><li>165 MIPS </li></ul></ul><ul><li>DASD </li></ul><ul><ul><li>87 volumes @ 6.8gb per vol. </li></ul></ul><ul><ul><li>Approx: 591gb </li></ul></ul><ul><ul><li>Used: 115.27 GB as of May 2,2005 </li></ul></ul><ul><ul><li>V2X disk and controller platform (fiber channel between the lpar’s) </li></ul></ul><ul><li>Security </li></ul><ul><ul><li>RACF 1.3b as of Jan. 2001 </li></ul></ul>
    99. 99. HQ IBM System Configuration Overview <ul><li>Communications / Controllers </li></ul><ul><ul><li>CNT-NAU-AO (NHCC) </li></ul></ul><ul><ul><li>CNT-XAU-60 and 68 ( 68 shared ) (NACC) </li></ul></ul><ul><ul><li>IBM 3708 communications controller (NACC) </li></ul></ul><ul><ul><li>IBM 3172-3 terminal controller (NACC) </li></ul></ul>
    100. 100. Headquarters NHCC Configuration Overview <ul><li>Printers </li></ul><ul><ul><li>Xerox, DP65 NHCC </li></ul></ul><ul><ul><li>Stk 5280 -Prt1, Prt3 (Will be retired in July) NHCC </li></ul></ul><ul><li>Network Connection Modes </li></ul><ul><ul><li>TCP/IP </li></ul></ul><ul><li>Shared Environment </li></ul><ul><ul><li>IBM 9672-RB6 </li></ul></ul>
    101. 101. HQ LPAR Prime Processing Averages <ul><li>Average Time Sharing Option (TSO), interactive sessions per day: 50 </li></ul><ul><li>85% of TSO transactions are completed in < 1sec. </li></ul><ul><li>Average Prime Time Customer Information Control System (CICS) transaction count is approx: 500 daily </li></ul><ul><li>Average number of batch jobs is 500 per month </li></ul>
    102. 102. HQ NACC Applications Overview <ul><li>NACC LPAR Applications: </li></ul><ul><ul><li>ASAL: Administrative Services Address Labeling </li></ul></ul><ul><ul><li>AWCS: Agency-Wide Coding Structure </li></ul></ul><ul><ul><li>CCI: Closeout Contractor Interface </li></ul></ul><ul><ul><li>FAAD: Federal Assistance Award Data System </li></ul></ul><ul><ul><li>FACT: Financial and Contractual Status (FACS), Tables Maintenance System </li></ul></ul><ul><ul><li>FAST: Financial Accounting System Teleprocessing </li></ul></ul><ul><ul><li>FPDS: Federal Data Procurement System </li></ul></ul><ul><ul><li>GLAS: General Ledger Accounting System </li></ul></ul><ul><ul><li>NPMS: NASA Procurement Management System </li></ul></ul><ul><ul><li>STADS: SAP Time and Labor System </li></ul></ul><ul><ul><li>UMIS: University Management Information System </li></ul></ul>
    103. 103. Questions and Answers
    104. 104. Telecommunications Architecture Mike Barrett
    105. 105. Telephone Service Overview <ul><li>Telephone service at HQ is via a CENTREX system provided by Verizon through the Washington Integrated Telephone System (WITS) contract with General Services Administration (GSA) </li></ul><ul><li>There are about 2375 ISDN phones lines and 845 analog lines </li></ul><ul><li>There are also in use about 250 pagers and 400 cell phones and > 500 Blackberries </li></ul><ul><li>Voice mail service is provided by an Octel Overture 250 voice mail system, which is completely integrated via a 3A Translator with the ISDN desktop telephone service </li></ul><ul><li>An ‘800’ telephone number is used for accessing the voice mail system when customers are on travel </li></ul><ul><li>NASA provides phone service to Contractors </li></ul>
    106. 106. New VoIP Service <ul><li>HQ also provides telephone service from HQ to 1800 M Street via Voice over Internet Protocol (VoIP) </li></ul><ul><li>VoIP service is provided via a Cisco Unity switch and a Cisco Call Manager. There are about 180 customers on this system </li></ul><ul><li>Plans call for the VoIP system to be installed Headquarters-wide during the next several months </li></ul>
    107. 107. Television Service Overview <ul><li>The HQ building is wired for distribution of cable television </li></ul><ul><li>Each floor has a single CATV leg with 10 tap boxes placed along the length of the building. Each tap box has a capacity of 20 cable drops </li></ul><ul><li>Where CATV service is desired (e.g. in conference areas) a coaxial cable is run from the WIO box to the nearest available tap </li></ul><ul><li>A local Contractor (Washington Cable) provides Cable TV service via microwave </li></ul><ul><li>It is distributed to the NASA television production area </li></ul><ul><li>Local programming is mixed with the CATV service and re-broadcast throughout the HQ wiring plant </li></ul><ul><li>High Definition (HD) antenna on roof with direct cable to Space Operations Center (SOC) to provide HDTV signal to the plasma screens </li></ul>
    108. 108. Video Teleconferencing System <ul><li>NASA HQ has two formal video conferencing rooms and equipment supported by the NISN contract </li></ul><ul><li>Several conference rooms are capable of supporting ViTS via portable equipment </li></ul><ul><li>Several Offices have small TCP/IP based Tandberg units </li></ul><ul><ul><li>Scheduling is customer driven though MSFC </li></ul></ul><ul><li>MCI provides the video conferencing service </li></ul><ul><li>The Contractor provides set-up, scheduling, coordination, conference monitoring, troubleshooting, customer support, etc. </li></ul>
    109. 109. HQ Communication Closet Description <ul><li>The HQ building is comprised of nine floors plus a concourse (basement) level </li></ul><ul><li>Each floor, including the concourse, has three large wiring closets with separate air conditioning </li></ul><ul><li>Distribution boxes (referred to as Workstation Interface Outlet (WIO) boxes) are embedded in the floor to provide connectivity to customer workstations </li></ul><ul><li>All outlets are wired with four pair, Category 5 cable that runs from the WIO to a RJ-45 distribution panel wall mounted in the nearest wiring closet </li></ul>
    110. 110. HQ Communication Closet Description <ul><li>In addition to the Category 5 twisted pair cable, each floor has multi-mode fiber-optic cable run to the WIO boxes which in general, is not used </li></ul><ul><li>All communication closets have one NT1 power rack interface for the ISDN 2B1Q multipoint phone lines and telephone models </li></ul><ul><li>Each NT1 is wired to feed 110 customer workstations </li></ul>
    111. 111. 1800 M street Communication Closet Description <ul><li>The 1800 M Street building is comprised of one floor (6th) </li></ul><ul><li>There are two telecommunications closets a “North and South side” linked together by 100 pairs of CAT5 Copper cable and 12 strand Multimode fiber </li></ul><ul><li>These 2 telecommunications closets supply 220 terminated jack locations. Each jacked location provides 2 CAT6 terminated cables </li></ul><ul><li>Each telecommunications closet contains a Cisco 6000 series switch and Call Manager that supply network and telephone services to each jacked location </li></ul>
    112. 112. 1800 M Street Communication Closet Description <ul><li>The Cisco switches provide Power over Ethernet so there is no need for Power Bricks to provide power to the telephones at the customer location </li></ul><ul><li>A Cisco Unity server resides in the “South” Telecommunications closet. This server provides Voice Mail to the 1800 M Street customers </li></ul><ul><li>There is a DS3, and a Transparent LAN Service (TLS) Circuit that runs between 1800 M Street and NASA HQ at 300 E Street SW. These 2 circuits provide the bandwidth connections between both buildings. These circuits are terminated in the “South” closet at 1800 M Street </li></ul><ul><li>The TLS Circuit is the main pipe and the DS3 is for Backup should the TLS fail </li></ul>
    113. 113. 1800 M Street Communication Closet Description <ul><li>There are 4 PRI circuits located at 1800 M Street terminated in the “South” Closet. These are the main VERIZON circuits to the outside world. Should these circuits fail they have been programmed with Route Advance that will fail over to the NASA HQ 300 E Street location </li></ul><ul><li>The NASA HQ location has 1 Primary Rate Interface (PRI) set up to provide fail over for the 1800 M street location </li></ul>
    114. 114. Questions and Answers
    115. 115. Lunch
    116. 116. Customer Service Noah Nason
    117. 117. Topics <ul><li>Customer Services Overview </li></ul><ul><li>Customer Services Functional Structure </li></ul><ul><li>End customer Support </li></ul><ul><ul><li>Service Requests (SRs) </li></ul></ul><ul><ul><li>Help Desk (Tickets) </li></ul></ul><ul><ul><li>Desktop </li></ul></ul><ul><li>Work Control </li></ul><ul><li>Asset and Baseline Management </li></ul><ul><li>Special and Other Services </li></ul><ul><li>Account Administration </li></ul><ul><li>Standard Meetings and Customer Outreach </li></ul><ul><li>Standard Meetings </li></ul><ul><li>Continual Improvement </li></ul><ul><li>Summary </li></ul>
    118. 118. Customer Services Overview <ul><li>The HQ Information Technology and Communications Division (HITCD) provides customer services to all HQ organizations and individual customers, such as: </li></ul><ul><ul><li>Requirements analysis and acquisition support </li></ul></ul><ul><ul><li>Computer training and consultation services </li></ul></ul><ul><ul><li>Customer outreach </li></ul></ul><ul><ul><li>Desktop, laptop, printer, and PDA planning and deployment </li></ul></ul><ul><ul><li>Desktop commercial-off-the-shelf (COTS) product planning and selection </li></ul></ul>
    119. 119. Customer Services Overview <ul><li>The HITCD provides customer services to all HQ organizations and individual customers, such as (cont): </li></ul><ul><ul><li>Customer Service management </li></ul></ul><ul><ul><li>Work station hardware and software asset management </li></ul></ul><ul><ul><li>Management and tracking of all desktop services work via a work control system </li></ul></ul><ul><ul><li>Contract surveillance for ODIN and ISEM </li></ul></ul><ul><ul><li>Provides ODIN DOCOTR and ISEM Infrastructure Task Manager </li></ul></ul><ul><ul><li>Customer’s “Ombudsman” for problem resolution </li></ul></ul><ul><ul><li>Trouble ticket and SR monitoring and issue resolution </li></ul></ul>
    120. 120. Customer Services Functional Structure <ul><li>Customer Outreach Advocates </li></ul><ul><li>Service Ordering Vehicles </li></ul><ul><ul><li>Service Requests </li></ul></ul><ul><ul><li>HELP Desk </li></ul></ul><ul><li>Problem Resolution/Escalation </li></ul><ul><li>Desktop Response Team </li></ul><ul><li>Consultations </li></ul><ul><li>New Customers, Moves and </li></ul><ul><li>Relocations </li></ul><ul><li>Virus Detection and Eradication </li></ul><ul><li>Asset/Baseline Management </li></ul><ul><li>Quality Assurance </li></ul><ul><li>Account Administration </li></ul><ul><li>Computer Training </li></ul><ul><li>Customer Outreach </li></ul><ul><li>Web Streaming </li></ul><ul><li>Voice Over IP </li></ul><ul><li>Wireless Networking </li></ul><ul><li>Video Teleconferencing </li></ul>End customer Support Special Services Customer Services...
    121. 121. Service Delivery Process
    122. 122. ISEM Customer Project Managers <ul><li>ISEM Customer Project Managers (ICPMs) ensure customer care across all Information Technology and Communications Division IT services: </li></ul><ul><ul><li>Serve as customer advocate and liaison </li></ul></ul><ul><ul><li>Serve as focal point for cross-functional support activities </li></ul></ul><ul><ul><li>Gather and document requirements and coordinate with IT POC and appropriate manager(s) </li></ul></ul><ul><ul><li>Track all procurements </li></ul></ul><ul><ul><li>Assist with tactical plan initiatives and deployments </li></ul></ul><ul><ul><li>Keep IT POC informed of HQ initiatives and schedules </li></ul></ul><ul><ul><li>Assist with coordination for all software deployments </li></ul></ul>
    123. 123. ISEM Customer Project Managers <ul><li>ISEM Customer Project Managers also provide: </li></ul><ul><ul><li>Ticket monitoring especially for “on hold” tickets </li></ul></ul><ul><ul><li>Review of negative customer survey comments with the effected customer </li></ul></ul><ul><ul><li>Floor walking during critical changes </li></ul></ul><ul><ul><li>Catalog procurement management </li></ul></ul>
    124. 124. Service Ordering Vehicles <ul><li>There are two methods to request IT services at NASA HQ : </li></ul><ul><ul><li>Service Requests - Examples include: </li></ul></ul><ul><ul><ul><li>Procurements </li></ul></ul></ul><ul><ul><ul><li>New initiatives </li></ul></ul></ul><ul><ul><ul><li>Web site creation and maintenance </li></ul></ul></ul><ul><ul><ul><li>Studies and White Papers </li></ul></ul></ul><ul><ul><ul><li>Applications development </li></ul></ul></ul><ul><ul><li>Help Desk Tickets - Customer calls 358-HELP to request a service or report a problem. Examples include: </li></ul></ul><ul><ul><ul><li>Problem reports </li></ul></ul></ul><ul><ul><ul><li>Consultations and questions </li></ul></ul></ul><ul><ul><ul><li>Service interruption </li></ul></ul></ul><ul><ul><ul><li>Phone support </li></ul></ul></ul><ul><ul><ul><li>AV support </li></ul></ul></ul><ul><ul><ul><li>Applications trouble shooting </li></ul></ul></ul><ul><ul><ul><li>COTS installation </li></ul></ul></ul><ul><ul><ul><li>Dial-in and broadband support </li></ul></ul></ul>
    125. 125. Service Requests <ul><li>Service Requests </li></ul><ul><ul><li>Class 1 - Processed through the CCB </li></ul></ul><ul><ul><ul><li>Affects form, fit or function; procurements above IT infrastructure and product suite </li></ul></ul></ul><ul><ul><li>Class 2 </li></ul></ul><ul><ul><ul><li>Standard service request not supported by a call-in service, e.g.: new customer requests, procurements within baseline </li></ul></ul></ul><ul><ul><li>Created and tracked electronically via the IWMS </li></ul></ul><ul><ul><ul><li>https://polaris.hq.nasa.gov/iwms/iwms_main.cfm </li></ul></ul></ul><ul><li>Service Request </li></ul>421 474 561 503 570 378 388 174 190 340 ISEM 37 77 338 265 200 I/O 1 2 16 23 14 O/I 5 7 33 25 16 ODIN 2004 2003 2002 2001 2000
    126. 126. Service Request Form
    127. 127. SR Examples <ul><li>Engineering </li></ul><ul><ul><li>Evaluation and baselining of new hardware or software at NASA HQ (such as the HP8000 printers) </li></ul></ul><ul><li>Operations </li></ul><ul><ul><li>Audio/Visual support for a meeting, Voice mail setup (telecom), and installing/upgrading/ removing software from servers </li></ul></ul><ul><li>Service Management </li></ul><ul><ul><li>Installation of a new software product across many computers </li></ul></ul><ul><li>Software Development </li></ul><ul><ul><li>Custom applications and NASA web sites </li></ul></ul>
    128. 128. Service Request Volume - Consolidated View Service Requests Dispositioned
    129. 129. Service Request Closure Target: Requests Closed Within 2 Weeks of Completion Includes all ISEM Service Requests
    130. 130. Customer Satisfaction Survey Service Requests Target: 98% of all Customer Survey Good or Better Responses
    131. 131. HELP Desk <ul><li>HELP Desk - 358-HELP (4357) </li></ul><ul><ul><li>Core Hours of operation 6:00-6:00 (M-F) </li></ul></ul><ul><ul><li>After-hours phone support (24/7) </li></ul></ul><ul><ul><li>Problem resolution, escalation, dispatch </li></ul></ul><ul><ul><li>Process “Call-in Services” </li></ul></ul><ul><ul><ul><li>Password resets </li></ul></ul></ul><ul><ul><ul><li>Software for home </li></ul></ul></ul><ul><li>Help desk ticket volume </li></ul><ul><ul><li>October 04 – March 05 monthly avg. = 3817 </li></ul></ul>
    132. 132. HELP Desk <ul><li>HELP Desk. A centralized service ordering and a problem resolution center for all HQ personnel: </li></ul><ul><ul><li>Functions as the major point of entry into the service request and problem report (work control) system </li></ul></ul><ul><ul><li>Receives requests for service via phone, fax, voice mail, e-mail, web-mail </li></ul></ul><ul><ul><li>Documents all requests for service in the Remedy work control system as status/update as required </li></ul></ul><ul><ul><li>Monitors all requests including those for non-ODIN Contractors and Government staff </li></ul></ul><ul><li>Help Desk staff administer and monitor the automated call distribution system (ACD) </li></ul><ul><li>Maintain ~100 pager notification lists and send pager notifications </li></ul><ul><ul><li>Priority lists, Department Specific, A/V, operations, etc. </li></ul></ul><ul><li>Perform password/print queue resets </li></ul>
    133. 133. Problem Resolution/Escalation <ul><li>The HELP Desk Analyst: </li></ul><ul><ul><li>Resolves ~50% of the service requests on the initial call </li></ul></ul><ul><ul><li>Documents the customer request and priority category: </li></ul></ul><ul><ul><ul><li>Super Priority </li></ul></ul></ul><ul><ul><ul><li>Critical Uplift </li></ul></ul></ul><ul><ul><ul><li>Priority Service </li></ul></ul></ul><ul><ul><li>Dispatches to the appropriate team/organization, as required </li></ul></ul><ul><ul><li>Tracks status and provides timely updates to the customer, the support team, other Contractors, and the DOCOTR </li></ul></ul><ul><li>Dispatched team responds to request within established metrics </li></ul>
    134. 134. Problem Resolution/Escalation <ul><li>If the team is unable to provide corrective measures or workaround within 8 hours, the request is escalated to the DOCOTR or his designated representative </li></ul><ul><li>Cross functional teams may be established, as required, to include: </li></ul><ul><ul><li>Service Managers, technical support staff, Desktop Response Team, Contractor contacts </li></ul></ul><ul><li>Critical, Super Priority, and Non-Prime requests require approval before implementation. Pager notification for approvals must include: </li></ul><ul><ul><li>Ticket Number </li></ul></ul><ul><ul><li>Name of Requestor </li></ul></ul><ul><ul><li>Telephone Number of Requestor </li></ul></ul><ul><ul><li>Summary of problem and why it is a work stoppage </li></ul></ul>
    135. 135. ODIN Desktop Response Team <ul><li>Team dispatched via the HELP desk and performs the following services: </li></ul><ul><ul><li>Responds to HELP desk trouble tickets within established contract metrics and escalates as appropriate </li></ul></ul><ul><ul><li>Provides troubleshooting and implements corrective action measures, including Returns to Service </li></ul></ul><ul><ul><li>Contacts customer to provide status updates </li></ul></ul><ul><ul><li>Provides consultation services </li></ul></ul><ul><ul><li>Performs virus eradication services </li></ul></ul><ul><ul><li>Supports IT requirements for conference room and audio visual services </li></ul></ul><ul><ul><li>Supports Class 1 and Class 2 Service Requests </li></ul></ul><ul><ul><li>Installs Triage 1, 2, and 3 HW / SW </li></ul></ul><ul><ul><li>Performs Move/Add/Changes (M/A/C) </li></ul></ul>
    136. 136. Customer Work Requests <ul><li>Workflow Process </li></ul><ul><ul><li>An integrated process used to record, track and maintain status on all customer work requests </li></ul></ul><ul><ul><li>Ensures accountability, accurate tracking and timely completion of work </li></ul></ul><ul><ul><ul><li>Metrics are collected to perform trend analyses, determine customer satisfaction, and measure Contractor performance </li></ul></ul></ul><ul><li>Two systems: </li></ul><ul><ul><li>ISEM Work Management System (IWMS) (Service Requests (SRs)) </li></ul></ul><ul><ul><li>ODIN’s Remedy Action Request System (Help Desk Tickets) </li></ul></ul>
    137. 137. Remedy Action Tracking System <ul><li>Supports the Service Center in the delivery and tracking of customer work requests </li></ul><ul><li>Functions include: </li></ul><ul><ul><li>Customer interaction across multiple channels (telephone, fax, email and the web) </li></ul></ul><ul><ul><li>Customer interaction histories </li></ul></ul><ul><ul><li>Support agents to deliver personalized and efficient service </li></ul></ul><ul><ul><li>Work order (tickets) tracking for both ad-hoc and predefined tasks </li></ul></ul>
    138. 138. <ul><li>Interacts with: </li></ul><ul><ul><li>Headquarters ODIN New customers Request System (HONURS) </li></ul></ul><ul><ul><li>Provance </li></ul></ul><ul><ul><ul><li>Delete Seats </li></ul></ul></ul><ul><ul><ul><li>View Seat Configurations and Inventories </li></ul></ul></ul>Remedy Action Tracking System
    139. 139. Historical Workstation Seat Counts
    140. 140. <ul><li>Desktop software library </li></ul><ul><li>Home use software program </li></ul><ul><li>Laptop loaner pool </li></ul><ul><li>Anti-Virus </li></ul><ul><li>Server software library </li></ul><ul><li>Wireless PDA loaner pool </li></ul><ul><li>Anti-Virus </li></ul><ul><li>User Resource Center (URC) </li></ul><ul><li>Training center and computer training </li></ul><ul><li>Electronic forms </li></ul>Special and Other Services ODIN ISEM
    141. 141. Logistics and Property Management <ul><li>Maintain the NASA Equipment Management Systems (NEMS) for ISEM controlled equipment </li></ul><ul><li>Interface with GSFC Property Disposal Officer </li></ul><ul><li>Track all Headquarters Information Technology and Communications Division (HITCD) non-ODIN equipment </li></ul><ul><li>Wipe media in accordance with HQ procedures, and install baseline operating system prior to retiring the equipment </li></ul>
    142. 142. <ul><li>Desktop Software Library </li></ul><ul><ul><li>Software Library Database that tracks: </li></ul></ul><ul><ul><ul><li>Desktop Software license inventory </li></ul></ul></ul><ul><ul><ul><li>Desktop Software licensing agreements (single, site and volume), maintenance renewals, subscription services </li></ul></ul></ul><ul><ul><ul><li>Receiving and Inspection for desktop software </li></ul></ul></ul><ul><ul><li>Central repository and storage of COTS and GOTS software media and documentation </li></ul></ul><ul><ul><li>“Core Load” management and maintenance </li></ul></ul><ul><ul><li>CD ROM duplication </li></ul></ul><ul><ul><li>Distribution point for “home use” software </li></ul></ul><ul><ul><li>Technical Reference Library and software support tools for support teams </li></ul></ul><ul><ul><li>Software Reuse Pool </li></ul></ul>Asset/Baseline Management
    143. 143. <ul><li>Server Software Library </li></ul><ul><ul><li>Primarily manages the purchase of renewals for annual maintenance and support server software </li></ul></ul><ul><ul><li>Software Library Database that tracks: </li></ul></ul><ul><ul><ul><li>Server Software license inventory </li></ul></ul></ul><ul><ul><ul><li>Server Software licensing agreements (single, site and volume), maintenance renewals, subscription services </li></ul></ul></ul><ul><ul><ul><li>Receiving and Inspection for server software </li></ul></ul></ul><ul><ul><li>CD ROM duplication </li></ul></ul><ul><ul><li>Managed on a Call List outside of ODIN Software </li></ul></ul><ul><ul><li>Technical Reference Library and software support tools for support teams </li></ul></ul>Asset/Baseline Management
    144. 144. <ul><li>Software management </li></ul><ul><ul><li>Automated software distribution and inventory (SMS) </li></ul></ul><ul><ul><ul><li>Software installs/uninstalls </li></ul></ul></ul><ul><ul><ul><li>Hardware and software inventory collection and reporting </li></ul></ul></ul><ul><ul><li>SMS Team: </li></ul></ul><ul><ul><ul><li>Manage deployment schedules </li></ul></ul></ul><ul><ul><ul><li>Manage configuration of “inventory packages” and “scripts” </li></ul></ul></ul><ul><ul><ul><li>Perform follow-up activities </li></ul></ul></ul>Asset/Baseline Management
    145. 145. <ul><li>Software deployment - New and upgrades: </li></ul><ul><ul><li>Evaluating, testing and scripting in the SEF by desktop engineering </li></ul></ul><ul><ul><li>Coordinating extended pilots </li></ul></ul><ul><ul><li>Training and customer information sheets including deltas from previous versions disseminated </li></ul></ul><ul><ul><li>Deploying packages with Patchlink and netOctopus </li></ul></ul>Asset/Baseline Management
    146. 146. <ul><li>Baseline management: </li></ul><ul><ul><li>DRD-ODIN-HQ-12 HW-SW Baseline Product Suite </li></ul></ul><ul><ul><ul><li>ODIN maintains and updates the Hardware/Software Baseline Product Suite </li></ul></ul></ul><ul><ul><ul><li>The master document shall be updated monthly and posted to the web </li></ul></ul></ul><ul><ul><li>DRD-ODIN-HQ-16 Desktop Software Release Plan </li></ul></ul><ul><ul><ul><li>The ODIN contractor generates, maintains, and submits the plans and reports to track software release planning and execution. </li></ul></ul></ul><ul><ul><ul><li>Major software releases require CCB approval </li></ul></ul></ul><ul><ul><ul><li>Minor software releases require a change package </li></ul></ul></ul><ul><ul><li>ISEM Does: </li></ul></ul><ul><ul><ul><li>Server software </li></ul></ul></ul><ul><ul><ul><li>In depth applications testing </li></ul></ul></ul><ul><ul><li>ODIN Does: </li></ul></ul><ul><ul><ul><li>Desktop Software </li></ul></ul></ul><ul><ul><li>Deployment is accomplished using Patchlink, SMS, and netOctopus </li></ul></ul>Asset/Baseline Management
    147. 147. Catalog Management <ul><li>Must be available for ordering the day of contract start </li></ul><ul><li>Catalog entries shall be clearly stated in precise and understandable terms that indicate what coverage is included in catalog prices. This includes the Triage 3 disclaimer </li></ul><ul><li>HITCD will manage catalog ordering and all changes that affect pricing </li></ul>
    148. 148. <ul><li>Additions to Catalog – Customer Identifies Need, Contractor refines requirements and works details, COTR approves </li></ul><ul><li>Delivery Times for Purchases – Within 10 business days. Can have exceptions </li></ul><ul><li>Category 3 (Triage 3) Disclaimer – Contractor shall be responsible only for delivery and installation of the product </li></ul>Catalog Management
    149. 149. <ul><li>Hardware Items include: </li></ul><ul><ul><li>LCD screens, Local Printers, DVD drives, USB Memory drives, etc. </li></ul></ul><ul><li>Software Items include: </li></ul><ul><ul><li>Microsoft Project, Adobe Suite, Dreamweaver, etc. </li></ul></ul>Catalog Management
    150. 150. <ul><li>Software is available with the provision that “this software is required to conduct official business at home” </li></ul><ul><li>Software loan program is limited to those software applications that are properly licensed </li></ul><ul><li>Software available via: </li></ul><ul><ul><li>Download from the software downloads web page </li></ul></ul><ul><ul><li>Media from the software library </li></ul></ul><ul><li>Provide very detailed customer guides and installation instructions </li></ul>Home Use Software
    151. 151. <ul><li>Antivirus software is provided for all desktop computers and is automatically updated as it becomes available from Symantec </li></ul><ul><li>Antivirus server checks for and downloads updates. Workstations check for and download antivirus updates whenever cold booted </li></ul><ul><li>During a virus outbreak: </li></ul><ul><ul><li>Notification of virus threats is made to the HQ customers primarily through two mechanisms: </li></ul></ul><ul><ul><ul><li>Email notifications and Electronic Information Bulletins </li></ul></ul></ul><ul><ul><ul><li>Direct Dialog with HQ IT Points-of-Contact </li></ul></ul></ul><ul><ul><li>Help Desk monitors actions and advises customers </li></ul></ul><ul><ul><li>Desktop staff are dispatched to mitigate virus infections </li></ul></ul><ul><ul><li>Network connections to infected computers are closed </li></ul></ul><ul><ul><li>Create manual scripts for virus filtering on email servers until updated antivirus signatures have been distributed to the desktop </li></ul></ul><ul><ul><li>Emergency antivirus updates may be pushed to the desktops when they become available </li></ul></ul><ul><li>Impacts of recent attacks will be covered in Site Visit </li></ul>Virus Detection and Eradication
    152. 152. <ul><li>Test core load masters and install/uninstall scripts received from desktop engineering </li></ul><ul><ul><li>Provide feedback to the technical staff re: software testing results </li></ul></ul><ul><li>Perform desktop pushes using SMS and netOctopus. For the period from Oct 04 to Apr 05: </li></ul><ul><ul><li>5296 individual pushes </li></ul></ul><ul><ul><li>10 push jobs </li></ul></ul><ul><ul><li>1.66 push jobs/month </li></ul></ul><ul><ul><li>529.6 individual pushes/job </li></ul></ul><ul><li>Produce customer documentation and tip sheets </li></ul><ul><li>Document installation instructions and procedures for home-use software available via the software library and web download </li></ul>ODIN Engineering
    153. 153. <ul><li>User Resource Center </li></ul><ul><ul><li>Hours of Operation 7:30-5:00 (M-F) </li></ul></ul><ul><ul><li>Provides a walk-in technology lab available to all employees and Contractors </li></ul></ul><ul><ul><li>Contains 3 PC’s, 2 Macs, 1 high speed scanning station, 1 color printer, and 1 guest network connection for laptop computers </li></ul></ul><ul><ul><li>Services available: </li></ul></ul><ul><ul><ul><li>Consultations on hardware, software, SecurID tokens and HQ IT policies and procedures </li></ul></ul></ul><ul><ul><ul><li>Access to above core hardware and software to meet occasional requirements </li></ul></ul></ul><ul><ul><ul><li>Scanning, CD archive, file conversion and color printing services </li></ul></ul></ul><ul><ul><ul><li>Account Administration support for New Customers </li></ul></ul></ul><ul><ul><li>Provides walk in support (Average 85 month) </li></ul></ul>User Resource Center (URC)
    154. 154. URC Requests by Category <ul><li>Breakdown of URC walk-in requests by category </li></ul>October 2004 – March 2005
    155. 155. Customer Satisfaction User Resource Center October 2004 – March 2005
    156. 156. <ul><li>Provides Desktop Software Training for: </li></ul><ul><ul><li>Core Applications Software Classes including Microsoft Office Suite, Eudora, MeetingMaker, Dreamweaver, HTML, Flash, etc. </li></ul></ul><ul><ul><li>Training initiatives for major deployments including Information Technology Exchanges (ITE) and “Brown Bag” Sessions for Windows XP, OS X, and Outlook/Exchange (HEMI Pilot) </li></ul></ul><ul><ul><li>Custom Applications training including HATS, SNA, OIGATS, HONURS, etc. </li></ul></ul><ul><ul><li>Miscellaneous topics as PKI Entrust and HQ Infrastructure </li></ul></ul><ul><li>Provides Deskside Training / One-on-One Training </li></ul><ul><ul><li>The CTC delivered 287 instances of one-on-one deskside training over a 7 month period. (October 2004- April 2005) </li></ul></ul><ul><ul><li>These training sessions include: operating systems, desktop software, laptop usage, printing, custom applications, IT orientation, web based training, etc. </li></ul></ul>Computer Training Center (CTC)
    157. 157. <ul><li>Facilitates Bi-Weekly IT Orientation for New HQ Employees </li></ul><ul><ul><li>The CTC provides new incoming employees at HQ with a high level orientation to IT services provided at HQ </li></ul></ul><ul><ul><li>The CTC prepares materials, maintains presentation charts, coordinates rooms and logistics, provides required technology and coordinates with presenters, Human Resources (HR), and ITS </li></ul></ul><ul><li>Coordinates and Facilitates Additional Training Initiatives at HQ </li></ul><ul><ul><li>The CTC coordinates training room reservations, security, desktop engineering, network engineering, telecom services, A/V support, and other class requirements given by the sponsoring customer and/or Contractor representative </li></ul></ul><ul><ul><li>Over this period of performance, some of the training initiatives that the CTC facilitated include: IFMP, Business Warehouse, Budget Formulation, CEP and e-Payroll </li></ul></ul>Computer Training Center (CTC)
    158. 158. <ul><li>Administers Distance Learning / e-Learning </li></ul><ul><ul><li>Provides Web Based Training (WBT) classes to customers </li></ul></ul><ul><ul><li>Orients employees to use the WBT website effectively </li></ul></ul><ul><ul><li>Provides Demos and Technology Exhibits </li></ul></ul><ul><li>Maintains Two Full-Time Classrooms </li></ul><ul><ul><li>Manages the hardware, software, network connections, printer connections and general housekeeping of: </li></ul></ul><ul><ul><ul><li>3R55 - 10PCs and 2 Macs, Windows XP and OSX </li></ul></ul></ul><ul><ul><ul><li>3R53 – 5PCs and 1 Mac, Windows XP and OSX </li></ul></ul></ul>Computer Training Center (CTC)
    159. 159. Computer Training Center (CTC)
    160. 160. Computer Training Center (CTC)
    161. 161. Computer Training Center (CTC)
    162. 162. Computer Training Center (CTC)
    163. 163. Computer Training Center (CTC)
    164. 164. <ul><li>All Government forms required in electronic format (e-forms) and used by HQ employees are available via the HITCD web page: </li></ul><ul><ul><li>http:// www.hq.nasa.gov/office/codec/codeci/help/forms/forms.htm </li></ul></ul><ul><li>The ISEM Contractor: </li></ul><ul><ul><li>Designs new forms and updates and deletes existing forms, as required </li></ul></ul><ul><ul><li>Maintains, manages, and provides access to ~617 e-forms </li></ul></ul><ul><ul><li>Provides and updates e-forms in both Informed Filler and Adobe PDF formats </li></ul></ul><ul><ul><li>Supports Agency access to NASA Forms (NF), Standard Forms (SF) and Optional Forms (OF) forms via the web </li></ul></ul><ul><ul><li>Generates Agency and HQ monthly reports of forms activity </li></ul></ul><ul><ul><li>Oversees the periodic update/retirement of all NASA forms </li></ul></ul>Electronic Forms Library
    165. 165. HONURS and Account Management <ul><li>New Customers Processing </li></ul><ul><ul><li>Space approvals </li></ul></ul><ul><ul><li>Initial desktop seat ordering </li></ul></ul><ul><ul><li>Initial account(s) creation (Form 224) </li></ul></ul><ul><ul><li>Initial telephone ordering </li></ul></ul><ul><li>Move Customer Processing </li></ul><ul><ul><li>Space approvals </li></ul></ul><ul><li>NASA HQ Automated Systems Standard Access Request (NASA HQ Form 224) Processing </li></ul><ul><ul><li>Standard account approvals </li></ul></ul><ul><ul><li>Group/Organization folder approvals </li></ul></ul><ul><ul><li>Web site administration approvals </li></ul></ul><ul><ul><li>Application access approvals </li></ul></ul>
    166. 166. <ul><li>All customer accounts are managed by ISEM </li></ul><ul><li>All customer accounts are created through the Headquarters New User Request System (HONURS) </li></ul><ul><ul><li>Web-based approval process that routes NASA HQ Form 224 (NASA Headquarters Automated Systems Standard Access Request) Requests through the appropriate approval cycle </li></ul></ul><ul><ul><li>For new customers who do not attend the scheduled orientation training, ODIN desktop services coordinates issuing of new customer IDs and passwords with ISEM account management </li></ul></ul><ul><li>All customer accounts are maintained in the Headquarters Account Management System (HAMS), a database for audit purposes </li></ul><ul><ul><li>The HAMS application has standard report templates. These templates give detail information about customers and applications </li></ul></ul>Account Administration
    167. 167. <ul><li>The customer contacts the Help Desk for all password resets : </li></ul><ul><ul><li>For NT/Windows Domain passwords, and passwords for HQ unique custom applications (e.g. Outlook & the ACE Database) the Help Desk: </li></ul></ul><ul><ul><ul><li>Opens tickets </li></ul></ul></ul><ul><ul><ul><li>Validates customer identity by asking questions provided on NQH Form 252 Account Access Request </li></ul></ul></ul><ul><ul><ul><li>Resets passwords </li></ul></ul></ul><ul><ul><li>For passwords not accessible to the Help Desk, such as non-HQ applications, (main frame applications, Employee Express, etc.) </li></ul></ul><ul><ul><ul><li>Help Desk opens ticket and assigns to Logistics Support </li></ul></ul></ul><ul><ul><ul><li>Logistics Support contacts customer </li></ul></ul></ul><ul><ul><ul><li>Logistics Support validates identity of customer by asking questions provided on NHQ 252 </li></ul></ul></ul><ul><ul><ul><li>Logistics Support resets passwords </li></ul></ul></ul>Account Administration
    168. 168. Account Administration - Future <ul><li>NASA Integrated Services Environment (NISE) </li></ul><ul><li>Agency-wide initiative </li></ul><ul><li>An Integrated Services/IT Security Environment that fulfills NASA requirements for – </li></ul><ul><ul><li>Authoritative Source for NASA Identity Information – IDMS </li></ul></ul><ul><ul><li>Agency “Directory of Directories” – CIMS </li></ul></ul><ul><ul><li>User Account Management from request to close - NAMS </li></ul></ul>
    169. 169. <ul><li>The Agency will begin to transition to NAMS in Fall 2005 </li></ul><ul><li>NAMS – NASA Account Management System </li></ul><ul><ul><li>Obtains Authoritative User Identifier Data Through CIMS </li></ul></ul><ul><ul><li>Establishes Secure, Consistent, Expedient, and Accurate Account Management Processes Across NASA </li></ul></ul><ul><ul><li>Provides Processes to Manage Accounts for Logical Users </li></ul></ul><ul><ul><li>Functions Fulfilled by – Sun IdM Workflow and Account Provisioning </li></ul></ul>Account Administration - Future
    170. 170. <ul><li>The CCB, chaired by the Information Technology and Communications Division (HITCD) Systems Engineering group, provides an open forum for review of new IT requirements </li></ul><ul><li>The CCB meets each Wednesday at 9:00 am, typically lasting from 30-60 minutes, depending on agenda </li></ul><ul><li>Permanent CCB membership is comprised of: </li></ul><ul><ul><li>NASA IT Management </li></ul></ul><ul><ul><li>ISEM IT Management Roles </li></ul></ul><ul><ul><li>Other CCB attendees may include both NASA and Contractor personnel </li></ul></ul>Configuration Control Board (CCB)
    171. 171. <ul><li>Any HQ customer may submit a Service Request (SR) through the normal work control processes </li></ul><ul><li>New SRS are reviewed daily by the SR Review Team (SRRT) for possible CCB consideration </li></ul><ul><ul><li>If the SRRT determines that the SR is Class 1 (proposes changes to the form, fit, or function of a production system), then the SR is routed for CCB review </li></ul></ul><ul><ul><li>Out of board Class 1 SR approvals can be obtained for only: </li></ul></ul><ul><ul><ul><li>Emergency situations and critical tasks that cannot wait for the normal CCB approval cycle </li></ul></ul></ul><ul><ul><ul><li>Non-intrusive, standard procedures </li></ul></ul></ul><ul><ul><li>Class 2 SRs do not require CCB disposition </li></ul></ul>Configuration Control Board (CCB)
    172. 172. <ul><li>Every Class 1 SR requires a development package for CCB review </li></ul><ul><ul><li>If the CCB grants approval to proceed, the SR schedule is baselined, and development begins </li></ul></ul><ul><ul><li>If the CCB disapproves the SR, the work is not done </li></ul></ul><ul><li>When SR capability is ready for deployment, the CCB conducts an Operational Readiness Review (ORR) to ensure proper deployment </li></ul><ul><li>Detailed processes and documentation requirements are provided in the Contractor Library </li></ul>Configuration Control Board (CCB)
    173. 173. <ul><li>Daily Morning Tag-up </li></ul><ul><ul><li>Meet at 8:30 am for 15-30 minutes, facilitated by ISEM </li></ul></ul><ul><ul><li>Determines the status of the HQ systems and elevate any issues </li></ul></ul><ul><ul><li>Screens new SRs, determine status of open actions, review calendar-driven events </li></ul></ul><ul><li>In-depths Review: </li></ul><ul><ul><li>Usually occurs mid-month for 1 ½ to 2 hours </li></ul></ul><ul><ul><li>Date / time to be mutually agreed to </li></ul></ul><ul><ul><li>Reviews all contract areas and associated metrics </li></ul></ul>Standard Meetings
    174. 174. <ul><li>Monthly Budget/Expenditure Review: </li></ul><ul><ul><li>Review the status of contract expenditures vs. plan </li></ul></ul><ul><ul><li>Monthly meeting, approximately 30 minutes </li></ul></ul><ul><ul><li>Date / time are mutually agreed to </li></ul></ul>Standard Meetings
    175. 175. <ul><li>Focus on supplemental training methodologies to further educate the customer community on IT initiatives through: </li></ul><ul><ul><li>ADP/T Board of Directors </li></ul></ul><ul><ul><li>Information Technology Technical Advisory Group (ITAG) </li></ul></ul><ul><ul><li>Customer Advisory Council (CAC) </li></ul></ul><ul><ul><li>Information Technology Exchanges </li></ul></ul><ul><ul><li>IT Notices </li></ul></ul><ul><ul><li>HQ Bulletin articles </li></ul></ul><ul><ul><li>Brown bag lunches </li></ul></ul><ul><ul><li>Town Hall meetings </li></ul></ul><ul><li>Manage and maintain a comprehensive Information Technology and Communications Division web site that encompasses HQ IT services at: http://www.hq.nasa.gov/office/codec/codeci/ </li></ul>Customer Outreach
    176. 176. <ul><li>To accomplish successful customer support for all NASA activities, NASA staff and Contractors are expected to: </li></ul><ul><ul><li>Evaluate existing processes and modify to improve service delivery and improve customer satisfaction </li></ul></ul><ul><ul><li>Seek customer feedback and incorporate suggestions into processes, where appropriate </li></ul></ul><ul><ul><li>Manage change so that it is manageable and expected, and not chaotic and disruptive </li></ul></ul>Continual Improvement
    177. 177. <ul><li>Timeliness </li></ul><ul><li>Accuracy </li></ul><ul><li>Thoroughness </li></ul><ul><li>Dependability </li></ul><ul><li>Attention to detail </li></ul><ul><li>Effective customer outreach </li></ul><ul><ul><li>Keep customers informed and involved </li></ul></ul><ul><li>An attitude / outlook that shows the customer: </li></ul><ul><ul><li>Is always right </li></ul></ul><ul><ul><li>Should never have to make multiple service calls </li></ul></ul><ul><ul><li>Should be delighted with service results </li></ul></ul>HQ Customer Expectations Require:
    178. 178. Questions and Answers
    179. 179. Information Technology Security Greg Kerr
    180. 180. <ul><li>ITS Program Evolution </li></ul><ul><li>Plan of Actions and Milestones (POA&M) Requirements </li></ul><ul><li>ITS Objectives </li></ul><ul><li>ITS Roles and Responsibilities </li></ul><ul><li>Information Sensitivity </li></ul><ul><li>HQ ITS Program Components </li></ul>TOPICS
    181. 181. <ul><li>NASA ITS Program has undergone major changes to align with recent laws, regulations, and standards </li></ul><ul><li>Federal Information Systems Management Act (FISMA) requires organizations to align with National Institute of Standards and Technology (NIST) and Federal Information Processing Standards (FIPS) requirements and publications </li></ul><ul><li>OMB and Congress may withhold IT funding for existing and new projects if ITS requirements are not being met </li></ul>ITS Program Evolution
    182. 182. <ul><li>NASA is required to report quarterly to OMB on it’s success in completing the following for each IT system: </li></ul><ul><ul><li>Certification and Accreditation </li></ul></ul><ul><ul><li>Security control costs integrated into the system life cycle </li></ul></ul><ul><ul><li>Security controls tested and evaluated annually </li></ul></ul><ul><ul><li>Contingency Plan creation and annual testing </li></ul></ul><ul><ul><li>Mitigation of identified vulnerabilities and weaknesses </li></ul></ul>POA&M Requirements
    183. 183. <ul><li>Ensure ITS safeguards are integrated into all activities supporting NASA’s missions and objectives </li></ul><ul><li>Ensure the ITS Program covers ALL IT resources, data, and information </li></ul><ul><li>Ensure IT resources are not exposed to undue risks </li></ul><ul><li>Ensure each NASA employee understands NASA’s information is a valuable resource which must be protected </li></ul>ITS Objectives
    184. 184. <ul><li>Agency Management – Establishes policy and provides resources commensurate with importance of ITS </li></ul><ul><li>Center Management – Create an environment that encourages and enables ITS </li></ul><ul><li>Customers – Implement ITS practices while performing daily work assignments </li></ul><ul><li>Center Support – Perform unique functions in support of ITS </li></ul>ITS Roles and Responsibilities
    185. 185. NASA ITS Organization
    186. 186. <ul><li>Develop and maintain an Agency wide ITS Program compliant with Federal laws, regulations, and guidelines </li></ul><ul><li>Ensure that Federal and NASA security policies, standards, and requirements are effectively incorporated into the life cycle of the Information Resource Management Program </li></ul><ul><li>Appoint a Deputy CIO for ITS to manage and coordinate the overall direction and structure of the NASA ITS program </li></ul>NASA CIO ITS Responsibilities
    187. 187. <ul><li>Ensures ITS is appropriately integrated into all IT decisions </li></ul><ul><li>Ensures IT architectures, standards, best practices, policies, and guidance contribute to secure system operation and protection of data </li></ul><ul><li>Ensures sufficient resources are budgeted and available for ITS </li></ul><ul><li>Reports Center ITS information, metrics, and status to Agency CIO </li></ul>HQ CIO ITS Responsibilities
    188. 188. <ul><li>Responsible for day-to-day implementation of the HQ ITS program </li></ul><ul><li>Develops HQ ITS policies and guidance </

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