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...

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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 Air Force Network Operations Operations (AFNetOps) with an (AFNetOps) with an Enterprise IT Enterprise IT Service Desk Service Desk (ESD) Focus (ESD) Focus Mr. Chris Logan HQ AETC/A6XX

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Transcript of 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...

Page 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.

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 Air Force Network

Operations (AFNetOps) Operations (AFNetOps)

with an Enterprise IT with an Enterprise IT

Service Desk Service Desk

(ESD) Focus(ESD) Focus

Mr. Chris Logan

HQ AETC/A6XX

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Overview

AFNetOps Vision AFNetOps Overview Roles and Responsibilities Standard Level of Service CSAs Role in AFNetOps ESD Migration Path

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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

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AFNetOps OverviewConstructs and Functions

I-NOSC83 NOS - Langley

561 NOS - Peterson

ESULangley, Peterson, Ramstein, Hickam

APCScott, Andrews,

Gunter (others TBD)

ESDLackland, Ramstein,

Gunter, Hickam

AFNOCBarksdale

CFPAll 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

NCCAll Bases

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AFNetOps OverviewConstructs 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-NOSC83 NOS - Langley

561 NOS - Peterson

ESULangley, Peterson, Ramstein, Hickam

APCScott, Andrews,

Gunter (others TBD)

ESDLackland, Ramstein,

Gunter, Hickam

AFNOCBarksdale

CFPAll Bases

NCCAll Bases

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AFNetOps OverviewConstructs and Functions

Enterprise Service Unit (ESU) Provides remote system

administration of e-mail, file, and other core network services

I-NOSC83 NOS - Langley

561 NOS - Peterson

ESULangley, Peterson, Ramstein, Hickam

APCScott, Andrews,

Gunter (others TBD)

ESDLackland, Ramstein,

Gunter, Hickam

AFNOCBarksdale

CFPAll Bases

NCCAll Bases

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AFNetOps OverviewConstructs and Functions

Area Processing Center/Capability (APC) Provides central storage of e-mail

servers and other core network applications

Will operate under the control of the INOSC/ESU structure

I-NOSC83 NOS - Langley

561 NOS - Peterson

ESULangley, Peterson, Ramstein, Hickam

APCScott, Andrews,

Gunter (others TBD)

ESDLackland, Ramstein,

Gunter, Hickam

AFNOCBarksdale

CFPAll Bases

NCCAll Bases

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AFNetOps OverviewConstructs 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-NOSC83 NOS - Langley

561 NOS - Peterson

ESULangley, Peterson, Ramstein, Hickam

APCScott, Andrews,

Gunter (others TBD)

ESDLackland, Ramstein,

Gunter, Hickam

AFNOCBarksdale

CFPAll Bases

NCCAll Bases

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AFNetOps OverviewConstructs and Functions

Communications Focal Point (CFP) Hands-on computer maintenance The focal point for all AFNetOps

inject into the base

I-NOSC83 NOS - Langley

561 NOS - Peterson

ESULangley, Peterson, Ramstein, Hickam

APCScott, Andrews,

Gunter (others TBD)

ESDLackland, Ramstein,

Gunter, Hickam

AFNOCBarksdale

CFPAll Bases

NCCAll Bases

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AFNetOps OverviewConstructs and Functions

I-NOSC83 NOS - Langley

561 NOS - Peterson

ESULangley, Peterson, Ramstein, Hickam

APCScott, Andrews,

Gunter (others TBD)

ESDLackland, Ramstein,

Gunter, Hickam

AFNOCBarksdale

CFPAll 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.

NCCAll Bases

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AFNetOps OverviewHow 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

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• 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 OverviewHow AFNetOps Works

I-NOSC

AFNOC

CFP

ESD

APC ESU

NCC

CSA assistscustomer with computer issue

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APCs

ESUs (Ramstein / Hickam)

I-NOSCs/ESUs (Langley / Peterson)

MAJCOMComm Coord

CenterMCCC

Enterprise IT Service Desk(4 Locations)

Comm Squadron

NCC

MAJCOMApps

Boundary ProtectionInfrastructure Mgmt

Core IT Services

HelpDesk

3A, 3C, 2EFunctions

Base Level

Local Touch Maintenance in central location, reducing NCC to “Lights Dim” operations

AFNetOps Workload Transition

MAJCOM Base Level Manpower

Draws Down

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Migrates objective CS help desk workload

Roles and Responsibilities

ESDTier 1ESD

Tier 1

Users

CSA/FSA

Problem

I-NOSC/ESU or I-NOSC/ESU or DetachmentsDetachments

APCAPC

MCCC

NCC (CFP)

Tier

2 MAJCOM Unique

BoundaryCore ServicesCore Devices

Core InfrastructureNetwork Administration

Application Services

Base UniqueTouch MX

Touch MX of APC

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Standard Level of Service

2008 2009 2010 2011 2012 2013 2014 2015

Remote Admin ESDESD

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

DistributionLists

Printer Configuration

PDA/Mobile Mail Devices

Voice (Phones, cell phones, LMRs, STEs, VTC, etc)Voice (Phones, cell phones, LMRs, STEs, VTC, etc)

SIPRNet and NIPRNet Data (PCs, PDAs, e-mail accounts)

TS, etc

One number, one trouble ticket, 24/7 support

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Standard Level of Service

CSA still user’s first contact—initial 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

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CSAs Role in AFNetOpsAccount/Network Management

User accounts will migrate into the AFNet User accounts management process will change NCC’s no longer create user accounts—AFDS is authority

ESD will create, modify, delete accounts CSAs will have limited DRA responsibility/access

Core network services will migrate into the AFNet Exchange/E-Mail 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

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Virtualization between all ESD sitesSan Antonio, Ramstein, Hickam and Gunter

ESD Migration Path

FY08Follow IMS

FY09Follow IMS

FY10Follow IMS

FY11Follow IMS

691,000 users supported USAFE TheaterUSAFE Theater

PACAF TheaterPACAF Theater

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AFNetOps ESD POCs

Mr. Ed Willson, [email protected], DSN 487-8517

Mr. Chris Logan, [email protected], DSN 487-7510

Ms. Alicia Marshall, [email protected], DSN 487-8054

Mr. Hank Polk, [email protected], DSN 487-8513

Capt Dan Melott, [email protected], DSN 487-9843

TSgt Scott Branham, [email protected], DSN 487-9844

Ms. Wilsu Jiva, [email protected], DSN 487-9853


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