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NECC User Support

Individual and Staff Training Working Group24 August 2009

Gary ChiaverottiUSJFCOM J88/JCCDDevelopment and DOTMLPF branch757-836-2047gary.chiaverotti.ctr@jfcom.mil

Worldwide Joint Trainingand

Scheduling Conference 2009-2

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S TAFFCH IE FS OF

Agenda

– JC2 Training Management Issue update• CJCSI 3265.02

• C2 CPM Collaboration data call

– NECC User Support• Product development process

• Product demonstration

• Product Assessment

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3

Issue 08-005: No joint organization assigned responsibility for managing JC2 training. Related issue: 06-001, Joint Staff Officer Training.

Discussion: Transition from Global Command and Control (GCCS) Family of Systems to Net-Enabled Command Capability (NECC) offers opportunity for effective and efficient training delivery to individual warfighters worldwide based on a joint standards-based foundation. NECC provides a single, joint architecture to establish a common environment for warfighters at all levels of JC2 in which both systems and functional training curricula can be re-used and tailored to warfighter needs. NECC material developers will provide appropriate individual functional training packages for each NECC capability module produced. Current GCCS-Joint Single Service Training Manager model doesn’t provide authority and resources to ensure NECC-related training packages are effective, standardized, entered into extant joint curricula, and distributed to Services and Agencies for re-use.

Endstate: A joint command and control training management organization with the necessary authority and resources codified by a CJCSI, in-place and functioning.

POA&M: Standup a stakeholders’ forum to research and assess need, responsibility, authorities, and resourcing. Provide a POA&M. Revise CJCSI 6721.02B. Lead warfighter engagement at Global Command and Control (GCC) Training Working Group (TWG) quarterly meetings.

OPR: USJFCOM J8; OCRs: JS J-7, JS J-3

Joint Command and Control (JC2) Training Management

SEP 08

Brief WJTSC 2008-2

JUL 08

CJCSI signed

TM Org established

JAN 10

Informal CJCSI staffing processbegun

AUG 08

IPR-Draft

CJCSI

Brief GCC TWG

BeginFormalCJCSI

StaffingProcess

Brief C2

TWG

OCT 08 MAR 09 OCT 09

Brief WJTSC2009-1

Brief C2

TWG

FEB 09 JUL 09 AUG 09

Brief WJTSC2009-1

Brief C2

TWG

JUL 09

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C2 CPM Collaboration Data Call

• Background– 2008 GDF provided specific guidance concerning policy and

training for collaboration– Recent C2 SWarF prioritized collaboration as the #2 capability

category to be worked by the C2 CPM in the POM 12 cycle

• PurposeTo gather feedback from CCDRs, Services, and ASD NII on current initiatives for training and funding for collaboration activities meeting the intent of the GDF and to solicit collaboration issues from the C/S/As to be worked in the POM 12 cycle.

• Method8 questions concerning POM 10 activities and POM 12 issues to be addressed

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C2 CPM Collaboration Data Call JCCD Response

• Submitted in POM 10-NECC JPMO training products• To be addressed in POM 12

– Security policy and guidance – C2 training management– GCCS-J program training capabilities– Force management– Use of authoritative data bases

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So, what is NECC User Support and why should I care?

• NECC User Support: An integrated environment that is available to and easily accessible by each NECC user and is structured to provide immediate, individualized access to the full range of information, software, guidance, advice and assistance, data, images, tools, and assessment and monitoring systems to permit job performance with minimal support and intervention by others.

• Gold standard: operational and training capabilities are one-and-the-same

• Supports the DOD and CJCS guidance, and USJFCOM Commander’s C2 Vision

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Business Process Models (BPMs)

• Derived from CDP 16 requirements

• Provide detail needed by system engineers

• Defines services needed to conduct business process

• BPM: Provide User Support- USP 1 User Support Content Management- USP 2 Problem Resolution- USP 3 Collaboration- USP 4 Perform Search

• Result in development of services and functionalities• System training (NECC CDD KPP 3)• Training support (NECC CDD KSA 3)

• Derived from CDP 16 requirements

• Provide detail needed by system engineers

• Defines services needed to conduct business process

• BPM: Provide User Support- USP 1 User Support Content Management- USP 2 Problem Resolution- USP 3 Collaboration- USP 4 Perform Search

• Result in development of services and functionalities• System training (NECC CDD KPP 3)• Training support (NECC CDD KSA 3)

8

O

Provide User Support

User Done with

Problem

User Has Problem

User Search

Service Desk

All KnowledgeRepositories

KnowledgeBase

EPSS

Social Media

JKDDC

User Generates Trouble Ticket

XYes

No

ContinueSearch?

Use

r

O

O

User ContactsTechTech

Who generates Trouble Ticket?

Tech Generates Trouble Ticket

User

Who searches for solution?

X

No

Yes

ProblemResolved?

Tech Finds Solution

Tech Resolves Problem

User ResolvesProblem

JTO

CC

Tec

h

O

Con

tent

Pro

vide

r

Tech Updates Knowledge Base

User

Tech

Who Resolves Problem ?

Inform User

Trouble Ticket

Phone Call, Email, or Chat

Content ProviderProcesses

X

User ProvidesFeedback

Utility Service: Search

UtilityService: Update

User Updates

Knowledge Base

Phone Call, Email, or Chat

Utility Service: Trouble TicketSubmission

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9

Questions or Comments prior to passing the baton to the

NECC JPMO?

10

Mike Thorpe DISA, NECC JPMO

Technical Operations and SupportAugust 2009

NECC User Support NECC User Support Architecture FrameworkArchitecture Framework

A Combat Support Agency

Defense Information Systems Agency

11

AgendaA Combat Support Agency

• NECC FY08 Training Assessment

• NECC FY09 Training Development

• NECC Training Tools

• Virtual Service Desk (VSD)

• Electronic Performance Support System (EPSS)

• Distributed Learning (DL)

• Preparation for End-to-End

• NECC FY08 Training Assessment

• NECC FY09 Training Development

• NECC Training Tools

• Virtual Service Desk (VSD)

• Electronic Performance Support System (EPSS)

• Distributed Learning (DL)

• Preparation for End-to-End

12

Training Evolution

Leverage legacy GCCS FoS training content

Identify training content suitable for NECC migration

Develop Embedded training tools

Produce SCORM® conformant Distributed Learning content

Evolving T2, Live-Virtual-Constructive collective capabilities

Interface to LVC data sources; TENA, HLA, DIS, TTRs

Development of fully embedded individual & collective training support

Support of Range of Military Operations (ROMO) & Joint, Interagency, Intergovernmental, and Multinational (JIIM) exercises

Operational

Stage 3

Baseline

GC

CS

FoS

Stage 1

Em

bedded / DL

Stage 2

Live-Virtual-C

onstructive

13

FY08 Training Assessment Points*

• Training was only lecture format vs. practical.

• Not enough time allocated for training.

• Users wanted practical exercises to become familiar with CMs.

• No comparison provided to allow the student to jump from present C3/C4I systems to a net-centric concept.

• Functional architecture was presented without benefit of defining or explaining it.

• No legend or data dictionary to explain the myriad of acronyms, abbreviations, and brevity codes through the training packages.

FY08 Training Assessment Points*

• Training was only lecture format vs. practical.

• Not enough time allocated for training.

• Users wanted practical exercises to become familiar with CMs.

• No comparison provided to allow the student to jump from present C3/C4I systems to a net-centric concept.

• Functional architecture was presented without benefit of defining or explaining it.

• No legend or data dictionary to explain the myriad of acronyms, abbreviations, and brevity codes through the training packages.

* Taken from ATEC Capability Module Assessment Report (CMAR) report dated 29 September 2008.* Taken from ATEC Capability Module Assessment Report (CMAR) report dated 29 September 2008.

14

FY09 Training Development

Taking a blended approach to providing net-enabled training:

• Development of Instructor Lead Training for End-to-End

• September 14-15, 2009

• Providing robust DL Pre-Req courseware distributed on JKDDC.

• Developing a virtual service portal for on-demand support

• Providing embedded documentation and downloadable content

FY09 Training Development

Taking a blended approach to providing net-enabled training:

• Development of Instructor Lead Training for End-to-End

• September 14-15, 2009

• Providing robust DL Pre-Req courseware distributed on JKDDC.

• Developing a virtual service portal for on-demand support

• Providing embedded documentation and downloadable content

15

• Web-based user portal sitting within AKO/JKO framework

• Direct Single Sign-On to Training resources

• Trouble Ticket submission to Tier 1 Service Desk

• CM Overviews & Descriptions

• Acronyms & Terms database

Virtual Service DeskVirtual Service DeskThe VSD is a web-based 24x7 accessible capability which provides NECC users a single

point of entry to access NECC information and self-help utilities. The VSD is a web-based 24x7 accessible capability which provides NECC users a single

point of entry to access NECC information and self-help utilities.

16

The Electronic Performance Support Service (EPSS) is a web-based document delivery environment intended to standardize the development and distribution of training materials such as:

Software Users Manuals (SUM), System Administrator Manuals (SAM) Context sensitive help, and embedded training on demand       Task-based flash video vignettes. Functional Tutorials are developed to run in

either a watch and learn (observe) mode or a do and learn (take action) mode.

Electronic Performance Support SystemElectronic Performance Support System

17

18

July August September

1 15 31 1 15 31 1 15 301 15 31 1 15 31 1 15 30

VSD NIPR/SIPR DevelopmentVSD NIPR/SIPR Development

21-2221-22

1-201-20

E2E Prereq trainingE2E Prereq training

E2E TrainingE2E Training

Event ExecutionEvent Execution

E2E EventE2E Event17-2417-24

11-1211-12

Combined Test Team EventCombined Test Team Event

CTT TrainingCTT Training

Event ExecutionEvent Execution

Capability Training DevelopmentCapability Training Development

NECC Training Key DatesNECC Training Key Dates

CTT Tester Training – Aug 11-12CTT Tester Training – Aug 11-12

E2E Prerequisite training – Sept 1-20E2E Prerequisite training – Sept 1-20

E2E Instructor Lead Training – Sept 21-22E2E Instructor Lead Training – Sept 21-22

NECC Training Key DatesNECC Training Key Dates

CTT Tester Training – Aug 11-12CTT Tester Training – Aug 11-12

E2E Prerequisite training – Sept 1-20E2E Prerequisite training – Sept 1-20

E2E Instructor Lead Training – Sept 21-22E2E Instructor Lead Training – Sept 21-22

19

Preparation for E2EPreparation for E2E

• NECC content available on JKDDC

• NECC 101

• CM Courseware (IAPD)

• Program of Instruction w/ Instructor Lead Sessions

• Updated Virtual Service Desk w/support options available

• On-demand chat with Tier 1

• Trouble Ticket Submission

• FAQs

• EPSS Revised/Created Training Documents (XML)

• CM SUM and SAM documentation

• JPR focused Functional Tutorials

20

20

Training Product List

ARTIFACT DATE VERSION STATUS

Joint Systems Training Plan (JSTRAP)

02/09 V0.0.7 Completed and vetted by TRAT

EPSS Content Writers Guide

01/09 V2.0Distributed to CPMO’s, added as a Configuration Item (CI) for CM.

Guidelines for Creating Functional Tutorials (FTs)

01/09 V1.1Distributed to CPMO’s, added as a Configuration Item (CI) for CM.

JKDDC Content Design and Development Guide

04/09 V2.0Official Content Design Guide for JKDDC

NECC Style Guide w/ Templates

04/09 V1.0Vetted with TRAT, testing with JKDDC for FY09 use.

Documents are uploaded to Training Documents folder on: https://www.us.army.mil/suite/folder/16080361

21

Next StepsNext Steps• Getting the Word Out:

• Briefing at the GCC TWG quarterly meetings since 07’

• Briefing at the WJTSC since 08’

• NECC DL Courseware• Upload FY09 CM courses and updated NECC 101

• VSD FY09• Will collect FY09 CM content

• Will be utilized for End-to-End testing events

• Continue SE Process for User Support CM• Integrate Virtual Service Desk (VSD) and EPSS designs

• Support NECC Developmental Tests (DT) Prototyping and E2E Test Activities

• CTT – August 11-12

• E2E – Sept 21-25

• Getting the Word Out:• Briefing at the GCC TWG quarterly meetings since 07’

• Briefing at the WJTSC since 08’

• NECC DL Courseware• Upload FY09 CM courses and updated NECC 101

• VSD FY09• Will collect FY09 CM content

• Will be utilized for End-to-End testing events

• Continue SE Process for User Support CM• Integrate Virtual Service Desk (VSD) and EPSS designs

• Support NECC Developmental Tests (DT) Prototyping and E2E Test Activities

• CTT – August 11-12

• E2E – Sept 21-25

22

Virtual Service Desk & EPSSVirtual Service Desk & EPSS

Capabilities Video & DemoCapabilities Video & Demo

UNCLASSIFIED

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23

Questions or CommentsQuestions or Commentsfor either JCCD or NECC JPMO?for either JCCD or NECC JPMO?

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24

Backup slides

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25

JCCD POC’s

Tangie GeneralAnalystDOTMLPF BranchUSJFCOM J88/JCCD757-836-6067tanyeil.general.ctr@jfcom.mil

Gary ChiaverottiAnalystDOTMLPF BranchUSJFCOM J88/JCCD757-836-2047gary.chiaverotti.ctr@jfcom.mil

Bob SchlossBranch ChiefDOTMLPF BranchUSJFCOM J88/JCCD757-836-9342robert.schloss@jfcom.mil

Bob SchlossBranch ChiefDOTMLPF BranchUSJFCOM J88/JCCD757-836-9342robert.schloss@jfcom.mil

26

26

NECC JPMO POC’s

Paul StoskusDISA , NECC JPMOBranch Chief, Technical Operations & Support(703) 882-1302Paul.Stoskus@disa.mil

Ray EngblomDISA NECC JPMOTechnical Operations and Support703-882-1185Raymond.Engblom@disa.mil

Mike ThorpeNECC JPMO Training Contractor(443) 285-0008 x124mthorpe@adgcreative.net

Mike ThorpeNECC JPMO Training Contractor(443) 285-0008 x124mthorpe@adgcreative.net

UNCLASSIFIED

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27

Capability Definition Package 16-System Training and Training Support

KPP 3 and KSA 3 describe system training and training support attributes to be developed as part of the materiel solution acquisition life-cycle as:

• An integral part of the acquisition process, end-to-end• Net-enabled, providing access to available training at any time from any

location• Compliant and interoperable with the Training Transformation (T2) pillars:

- The Joint Knowledge Development and Distribution Capability (JKDDC) - The Joint National Training Capability (JNTC)- Joint Assessment and Enabling Capability (JAEC)

• Dynamic and responsive to changing needs • Able to switch between real-world/real-time and training modes with a

single definitive action to allow the use of operational NECC applications, databases, and services for training

• Capable of comprehensive after-action reporting• Linked to the DoD readiness system• Usable for mission rehearsal and adaptive planning

KPP 3 and KSA 3 describe system training and training support attributes to be developed as part of the materiel solution acquisition life-cycle as:

• An integral part of the acquisition process, end-to-end• Net-enabled, providing access to available training at any time from any

location• Compliant and interoperable with the Training Transformation (T2) pillars:

- The Joint Knowledge Development and Distribution Capability (JKDDC) - The Joint National Training Capability (JNTC)- Joint Assessment and Enabling Capability (JAEC)

• Dynamic and responsive to changing needs • Able to switch between real-world/real-time and training modes with a

single definitive action to allow the use of operational NECC applications, databases, and services for training

• Capable of comprehensive after-action reporting• Linked to the DoD readiness system• Usable for mission rehearsal and adaptive planning

UNCLASSIFIED

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28

Use

r D

evel

oper

Draft Content Posted in

FDCE Working Folder

USP 1 – User Support Content Management

Developer Review, Posts in FDCE Controlled

Artifacts Folder, & Sends Email to JPMO Build

Manager

Developer R4eceives

Approval from JPMO

Content Accepted by

JPMO

Document moved to JPMO

Configuration Mgmt Repository

(SVN) & Ready For Use

JPM

O/J

TO

CC

JPMO Receives DeveloperContent

JPMO Reviews & Coordinates Updates with Developer

Content Acknowledged

by JPMO Configuration Management

Email

Developer Configuration Mgmt Changes Filename to “Final”, Posts in CM Folder, & Sends Email to JPMO Configuration Mgmt

Email Email

Send ContentTo EPSS Editor

Review, Convert, Test, & Approve

Content

Categorize/Filter Content

DisplayContent

TrackUtilization

Store inKB Repositories

Store inSearch Index

Store inMetadata

Store in CollaborationRepositories

Store in EPSS Repositories

Submit Content

Content Type?

KB EditorReceivesContent

Social MediaEditor Receives

Content

Review, Test, & Approve

Content

No

KBSocialMedia

Review, Test, & Approve

Content

Yes

Approved?

Email

EPSS Editor Receives

Final Content

“Pull”

Email

User Receives Notificationto Resubmit

Content

Email

JTOCC Receives Final Content

“Pull”

DisplayContent

“Push”

No

Yes

Developer’sBoot Camp?

Boot Camp

DeveloperSubmits Content

Entity Service:Data Stores

DisplayService

ArchiveContent

*** Reference FDCE & Piloting SOPs

Utility Service:Content Mgmt

Utility Service:Subscription

Register forNotifications

Subscribe?

No

Yes

Loading of NewConf ManagedItem (Static Content)

Utility Service: Update DynamicContent

UNCLASSIFIED

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29

O

Phone

Email

Exchange Phone Call for Problemwith User

Exchange Email

for Problemwith User

Submit TroubleTicket

User Experiences

Problem Check StatusOf Trouble

Ticketvia Email

+

USP 2 – Problem Resolution

External Service DeskResolution

Process+

Problem Resolved?

Type of request ?

OYes

No

Use

rS

ervi

ce D

esk

OManage Trouble

Ticket

Phone

Email

ExchangePhone Call withService Desk

Personnel

Exchange Email with

Service DeskPersonnel

Voice

Email

Portal (VSD)Exchange Chat

Messages with User

Exchange ChatMessages w/Service Desk

Ask Questions/Track Trouble

Ticket via Portal

Chat

Portal (VSD)

Check StatusOf Trouble

Ticket via Phone

User Problem Resolved

Service Desk Resolves Problem /

Closes Trouble Ticket

Service Desk Receives Problem

Notification

User Submits Trouble Ticket

via Portal

O

User submits Trouble Ticket ?

No

Yes

Utility Service: Trouble Ticket Portal

User updates KB with solution

Utility Service:Chat

Utility Service: Trouble Ticket Submission

Tech updates KB with solution

Utility Service:Update

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User with Service Desk

User with User

Email

Chat

Forums

Wikis

Blogs

Forums

Social Media Used

O

O

O

User Resolved Problem ?

USP 3 - Collaboration

Yes

No

O

Continue Collaboration ?

Yes

How does user collaborate ?

No

Phone

Utility Service: Chat

Providing a telephone capability is not part of NECC. The activity is the use of a phone to collaborate.

Phone

FAQs Utility Service: Collaboration

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31

Search Form

Discover Data

YesNo

Continue Search ?

Yes

Retrieve Data

Filter Data

DisplaySearchResults

Yes

Data Found ?

USP 4 – Perform Search

O

Conduct SimpleSearch

Conduct Advanced

Search

Filter

O O

O

NoO

Filter Data ?

No

User

Search Knowledge

Base

SearchJKDDC

SearchSocial Media

SearchEPSS

Search AllRepositories

Search Type ?

Utility Service: Search Service

Utility Service: Display

Utility Service: Repository Search