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I n t e g r i t y - S e r v i c e - E x c e l l e n c e Air Force Network Operations (AFNetOps) with an Enterprise IT Service Desk (ESD) Focus Mr. Chris.

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Presentation on theme: "I n t e g r i t y - S e r v i c e - E x c e l l e n c e Air Force Network Operations (AFNetOps) with an Enterprise IT Service Desk (ESD) Focus Mr. Chris."— Presentation transcript:

1 I n t e g r i t y - S e r v i c e - E x c e l l e n c e Air Force Network Operations (AFNetOps) with an Enterprise IT Service Desk (ESD) Focus Mr. Chris Logan HQ AETC/A6XX

2 I n t e g r i t y - S e r v i c e - E x c e l l e n c e 2 Overview AFNetOps Vision AFNetOps Overview Roles and Responsibilities Standard Level of Service CSAs Role in AFNetOps ESD Migration Path

3 I n t e g r i t y - S e r v i c e - E x c e l l e n c e 3 What is AFNetOps? Air Force Network Operations provides: One Air Force, One Network Command and control of all AF enterprise terrestrial, space, and airborne networks Consolidation of network resources Centralized network management Increased network security

4 I n t e g r i t y - S e r v i c e - E x c e l l e n c e 4 AFNetOps Overview Constructs and Functions I-NOSC 83 NOS - Langley 561 NOS - Peterson ESU Langley, Peterson, Ramstein, Hickam APC Scott, Andrews, Gunter (others TBD) ESD Lackland, Ramstein, Gunter, Hickam AFNOC Barksdale CFP All Bases Air Force Network Operations Center (AFNOC) Ensures AF networks are capable of conducting, supporting and advancing coalition, joint, AF, and interagency operations Directs actions of I-NOSC and Enterprise Service Units NCC All Bases

5 I n t e g r i t y - S e r v i c e - E x c e l l e n c e 5 AFNetOps Overview Constructs and Functions Integrated Network Operations and Security Center (I-NOSC) Provides situational understanding to the AFNOC Remotely administers network transport equipment Remotely administers network defense equipment Directs scheduled touch maintenance Executes AFNOC Network Tasking Order (NTO) Centrally managed Core IT Services I-NOSC 83 NOS - Langley 561 NOS - Peterson ESU Langley, Peterson, Ramstein, Hickam APC Scott, Andrews, Gunter (others TBD) ESD Lackland, Ramstein, Gunter, Hickam AFNOC Barksdale CFP All Bases NCC All Bases

6 I n t e g r i t y - S e r v i c e - E x c e l l e n c e 6 AFNetOps Overview Constructs and Functions Enterprise Service Unit (ESU) Provides remote system administration of , file, and other core network services I-NOSC 83 NOS - Langley 561 NOS - Peterson ESU Langley, Peterson, Ramstein, Hickam APC Scott, Andrews, Gunter (others TBD) ESD Lackland, Ramstein, Gunter, Hickam AFNOC Barksdale CFP All Bases NCC All Bases

7 I n t e g r i t y - S e r v i c e - E x c e l l e n c e 7 AFNetOps Overview Constructs and Functions Area Processing Center/Capability (APC) Provides central storage of servers and other core network applications Will operate under the control of the INOSC/ESU structure I-NOSC 83 NOS - Langley 561 NOS - Peterson ESU Langley, Peterson, Ramstein, Hickam APC Scott, Andrews, Gunter (others TBD) ESD Lackland, Ramstein, Gunter, Hickam AFNOC Barksdale CFP All Bases NCC All Bases

8 I n t e g r i t y - S e r v i c e - E x c e l l e n c e 8 AFNetOps Overview Constructs and Functions Enterprise IT Service Desk (ESD) One help desk for CSAs support to the customer Account creations Basic network trouble shooting One call, one number, one trouble ticket I-NOSC 83 NOS - Langley 561 NOS - Peterson ESU Langley, Peterson, Ramstein, Hickam APC Scott, Andrews, Gunter (others TBD) ESD Lackland, Ramstein, Gunter, Hickam AFNOC Barksdale CFP All Bases NCC All Bases

9 I n t e g r i t y - S e r v i c e - E x c e l l e n c e 9 AFNetOps Overview Constructs and Functions Communications Focal Point (CFP) Hands-on computer maintenance The focal point for all AFNetOps inject into the base I-NOSC 83 NOS - Langley 561 NOS - Peterson ESU Langley, Peterson, Ramstein, Hickam APC Scott, Andrews, Gunter (others TBD) ESD Lackland, Ramstein, Gunter, Hickam AFNOC Barksdale CFP All Bases NCC All Bases

10 I n t e g r i t y - S e r v i c e - E x c e l l e n c e 10 AFNetOps Overview Constructs and Functions I-NOSC 83 NOS - Langley 561 NOS - Peterson ESU Langley, Peterson, Ramstein, Hickam APC Scott, Andrews, Gunter (others TBD) ESD Lackland, Ramstein, Gunter, Hickam AFNOC Barksdale CFP All Bases Network Control Center (NCC) Responsible for touch maintenance (as directed by I-NOSC or ESU) Maintains special base functional systems Responsible for the last 400 feet (basic network maintenance) Action I-NOSC tasking as required. NCC All Bases

11 I n t e g r i t y - S e r v i c e - E x c e l l e n c e 11 AFNetOps Overview How AFNetOps Works I-NOSC AFNOC CFP ESD APC ESU NCC AFNOC directs the I- NOSC to implement a network security change I-NOSC pushes changes on the network to the base NCCs if unable to do remotely Base NCCs implement changes to network as directed by the I-NOSC

12 I n t e g r i t y - S e r v i c e - E x c e l l e n c e 12 Customer contacts the CSA with problem The CSA trouble shoots initial problem and contacts ESD if unable to resolve ESD trouble shoots/assists with CSA problem ESD forwards to CFP for final resolution if solution requires hands on Technician CFP goes to customer and resolves issue AFNetOps Overview How AFNetOps Works I-NOSC AFNOC CFP ESD APC ESU NCC CSA assists customer with computer issue

13 I n t e g r i t y - S e r v i c e - E x c e l l e n c e 13 APCs ESUs (Ramstein / Hickam) I-NOSCs/ESUs (Langley / Peterson) MAJCOM Comm Coord Center MCCC Enterprise IT Service Desk (4 Locations) Comm Squadron NCC MAJCOM Apps Boundary Protection Infrastructure Mgmt Core IT Services Help Desk 3A, 3C, 2E Functions Base Level Local Touch Maintenance in central location, reducing NCC to Lights Dim operations AFNetOps Workload Transition MAJCOM Base Level Manpower Draws Down

14 I n t e g r i t y - S e r v i c e - E x c e l l e n c e 14 Migrates objective CS help desk workload Roles and Responsibilities ESD Tier 1 ESD Tier 1 Users CSA/FSA Problem I-NOSC/ESU or Detachments APC MCCC NCC (CFP) Tier2Tier2 MAJCOM Unique Boundary Core Services Core Devices Core Infrastructure Network Administration Application Services Base Unique Touch MX Touch MX of APC

15 I n t e g r i t y - S e r v i c e - E x c e l l e n c e 15 Standard Level of Service Remote Admin ESD Account Mgmt Network Connectivity Webmail Access Change Requests Instant Messaging SDC Configuration VPN Client AF Portal Admin Anti Virus Client Active Client/PKI Microsoft Exchange Distribution Lists Printer Configuration PDA/Mobile Mail Devices Voice (Phones, cell phones, LMRs, STEs, VTC, etc) SIPRNet and NIPRNet Data (PCs, PDAs, accounts) TS, etc One number, one trouble ticket, 24/7 support

16 I n t e g r i t y - S e r v i c e - E x c e l l e n c e 16 Standard Level of Service CSA still users first contactinitial troubleshooting Provides 24/7 (365 days) support for NIPR/SIPR Ensures accuracy of info in TT Perform remote desktop administration/assistance Conducts trouble shooting measures based on type of ticket for problem resolution Closes satisfactorily resolved tickets owned by ESD Maintain knowledge base Maintain situational awareness of network activities Provide notification to appropriate entities 16

17 I n t e g r i t y - S e r v i c e - E x c e l l e n c e 17 CSAs Role in AFNetOps Account/Network Management User accounts will migrate into the AFNet User accounts management process will change NCCs no longer create user accountsAFDS is authority ESD will create, modify, delete accounts CSAs will have limited DRA responsibility/access Core network services will migrate into the AFNet Exchange/ Services Messaging Services SharePoint Services Web Services Network drives will remain the same Mapping will be copied during migration of local accounts Servers/SAN will migrate to AFNet at later date

18 I n t e g r i t y - S e r v i c e - E x c e l l e n c e 18 Virtualization between all ESD sites San Antonio, Ramstein, Hickam and Gunter ESD Migration Path FY08 Follow IMS FY09 Follow IMS FY10 Follow IMS FY11 Follow IMS 691,000 users supported USAFE Theater PACAF Theater

19 I n t e g r i t y - S e r v i c e - E x c e l l e n c e 19 AFNetOps ESD POCs Mr. Ed Willson, DSN Mr. Chris Logan, DSN Ms. Alicia Marshall, DSN Mr. Hank Polk, DSN Capt Dan Melott, DSN TSgt Scott Branham, DSN Ms. Wilsu Jiva, DSN


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