1. Logistics System Functional Resource Group (LSFRG)
LtCol J. L. Myrka
Materiel Readiness Officer
II Marine Expeditionary Force
16 January 2013

2. UNCLASSIFIED
Background
The LSFRG is a construct developed by HQMC (LPC-2) to meet the emerging demands of guiding the functionality and employment and GCSS-MC. The LSFRG is not a “physical” organization in II MEF but will be comprised of three specially trained individuals in each MSC and 10 Intermediate Support Activity personnel that are provided Roles and Responsibilities in GCSS-MC beyond that of a User or the Unit User Account Manager (UUAM) at the Battalion/Squadron level. HQMC envisions that members of the LSFRG will be able to trouble shoot “REMEDY” tickets from users at the Unit level and provide a kind of “Buddy Aide.” The members of the LSFRG will be able to look into the User’s Account, Service Requests, requisitions, and other supply and financial related areas to better understand the problem reported in REMEDY and assist the UUAM/User or endorse and elevate the problem to the SPAWAR Help Desk.
UNCLASSIFIED

3. UNCLASSIFIED
Discussion
The LSFRG is a naming convention within GCSS-MC but its primary goal is to give existing organizations (MSC) more visibility within the system and enable Marines to better assist. Each MSC would have its own resource group through which issues (via phone, , or Remedy) can be routed. If the MSC cannot solve it or at least ensure that self-help has been applied (i.e. Knowledge Base and FAQ) it will go to the Intermediate Support Activity (SMU/MISCO). If the ISA cannot remediate it will go to MCLC and the PMO. HQMC desires to have the MSCs engaged and aware of the issues their units are having prior to escalating the REMEDY ticket to the next level.
UNCLASSIFIED

4. Enterprise Level Help Desk
UNCLASSIFIED
LSFRG Phase 1
1) BATTALION IDENTIFIES A POTENTIAL ISSUE WITH GCSS‐MC MAINTENANCE/SUPPLY/FINANCIAL FUNCTIONALITY AND CONDUCTS SELF HELP ACTIONS TO INCLUDE INITIAL USER TRAINING, THE GCSS‐MC WEB PAGE, KNOWLEDGE BASE, FREQUENTLY ASKED QUESTIONS (FAQ) AND DIRECT SUPPORT FROM UNIT USER ACCOUNT MANAGERS (UUAMS). IF THE ISSUE IS NOT RESOLVED AND IS TECHNICAL IN NATURE IT WILL BE FORWARDED TO THE GCSS‐MC PMO HELP DESK. IF IT IS FUNCTIONAL IN NATURE IT WILL BE ESCALATED TO THE MSC LSFRG.
2) THE MSC LSFRG WILL INVESTIGATE AND ATTEMPT TO RESOLVE AT THEIR LEVEL. IF NOT RESOLVED THE MSC LSFRG MAY OPT TO PASS DIRECTLY TO THE ENTERPRISE HELP DESK OR ESCALATED TO THE INTERMEDIATE SUPPORT ACTIVITY (ISA).
3) THE ISA LSFRG WILL INVESTIGATE AND ATTEMPT TO RESOLVE AT THEIR LEVEL. IF NOT RESOLVED THE ISA LSFRG MAY OPT TO PASS DIRECTLY TO THE ENTERPRISE HELP DESK OR ESCALATED TO MARINE CORPS LOGISTICS COMMAND (MCLC).
4) MCLC WILL INVESTIGATE AND ATTEMPT TO RESOLVE AT THEIR LEVEL. IF NOT RESOLVED MCLC WILL ESCALATE TO THE ENTERPRISE HELP DESK.
5) IF RESOLVED BY THE ENTERPRISE HELP DESK THE APPROPRIATE FAQ AND KNOWLEDGE BASE WILL BE UPDATED.
6) All TECHNICAL ISSUES CAN GO DIRECTLY TO THE ENTERPRISE HELP DESK WHERE THEY WILL BE RESOLVED OR THE SYSTEM CHANGE REQUEST PROCESS WILL BE INITIATED.
*IF THE ISSUE CAN BE SOLVED AT ANY PARTICULAR LEVEL IT STOPS AT THAT LEVEL.
**TECHNICAL ISSUES CAN BE ADDRESSED TO THE GCSS‐MC PMO HELP DESK DIRECTLY.
NOTE – DASHED LINES REPRESENT A DIRECT LINK TO THE ENTERPRISE HELP DESK FOR RESOLUTION OF TECHNICAL ISSUES. 1 2 3 4 5
6**
USER
Functional
Technical
Unit
MMO/Sup/
UUAM
Resolved?
YES
End NO
MSC LSFRG
Resolved?
YES
End NO
ISA
LSFRG
Resolved?
YES
End NO
MCLC LSFRG
Resolved?
YES
End NO
Enterprise Help Desk
Resolved?
Update FAQ/
Knowledge Base
YES
Resolved?
YES
End
Enterprise Level Help Desk
(SPAWAR)
Issue Requires a Change Request
CR Process
Initiated
UNCLASSIFIED

5. Training Establish and Escalate Remedy Tickets What will be trained?
Overview of the LSFRG Concept
LSFRG Roles/Responsibilities/Functions/Permissions
Explanation of incident resolution (SPAWAR)
Using Remedy and Internal Knowledgebase (SPAWAR)
Establish and Escalate Remedy Tickets
Top 10 Functional Helpdesk Calls
Creating Sub-Inventories
Using the eDesktop (PMO Training)
UUAM Class (PMO Training)
Helpdesk Issues that require LSFRG Knowledge (PMO)
Exporting all members from a resource group
GCSS-MC I.E. and Java Console Setups
Oracle Self-Help within forms
Self Registration
Priority Assignment Matrix

6. LSFRG Roles
Foundation Roles for all LSFRG Billet Accounts listed below:
GCSS-MC User Management - Query Only
GCSS-MC iSupport Requestor
GCSS-MC Discoverer Reports User
GCSS-MC Discoverer Reports Writer
GCSS-MC DBI Customer Support Dashboard User
GCSS-MC DBI Depot Repair Dashboard User
GCSS-MC DBI Field Service Dashboard User
GCSS-MC DBI Inventory / Supply Analyst
GCSS-MC DBI Financial Analyst
GCSS-MC Document Management Query Only
GCSS-MC Retail Item Master Manager Query Only
GCSS-MC Financial Inquirer
GCSS-MC CV VAL Bills of Material
GCSS-MC CV VAL Field Service Manager
GCSS-MC CV VAL Inventory
GCSS-MC CV VAL Oracle Installed Base User
GCSS-MC CV VAL Order Management Super User
GCSS-MC CV VAL Purchasing Super User
GCSS-MC CV VAL Trading Community
GCSS-MC User Account Reviewer
Oracle Installed Base User

7. Personnel for Training

8. Current LSFRG Structure
UNCLASSIFIED
Current LSFRG Structure
UNCLASSIFIED

9. Summary
The LSFRG is envisioned to provide the MSC with an internal resource that is specially trained and empowered to look down and assist/analyze Remedy Tickets initiated from the Unit level and assist them in remediating their problems in GCSS-MC before elevating to a higher level. Since a large number of support calls are the result of incorrect user settings, misaligned users or their accounts, at a minimum the members of the LSFRG will be able to review User Accounts ensuring they are properly configured. Additional items include the ability to share recent knowledge and guidance, analyze trends and deficiencies in User training or system functionality. Lastly, the MSC LSFRG will be integral in MEF remediation of Trends which will provide input for revision to existing Policies, Training, or System Functionality as well.

10. Update to FAQ/Knowledge
Support Value Chain
MRTC
Process Change
Update to FAQ/Knowledge
Base
LSFRG as Corpsman Aid
MEF Advocate
ELEVATE
MSC/ISA
LSFRG
GCSS-MC
PMO/SPAWAR
Reviews LSFRG Trends
System Change
USER
Unit SME
Self Aid
Buddy Aid
Corpsman Aid
Evac to Hospital

11. UNCLASSIFIED
Questions?
UNCLASSIFIED