Transcript No Slide Title

Air Force Network
Operations (AFNetOps)
with an Enterprise IT
Service Desk
(ESD) Focus
Mr. Chris Logan
HQ AETC/A6XX
Integrity - Service - Excellence
Overview
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AFNetOps Vision
AFNetOps Overview
Roles and Responsibilities
Standard Level of Service
CSAs Role in AFNetOps
ESD Migration Path
Integrity - Service - Excellence
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What is AFNetOps?
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Air Force Network Operations provides:
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One Air Force, One Network
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Command and control of all AF enterprise terrestrial,
space, and airborne networks
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Consolidation of network resources
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Centralized network management
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Increased network security
Integrity - Service - Excellence
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AFNetOps Overview
Constructs and Functions
AFNOC
Barksdale
I-NOSC
83 NOS - Langley
561 NOS - Peterson
ESU
Langley, Peterson,
Ramstein, Hickam
APC
Scott, Andrews,
Gunter (others TBD)
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Air Force Network Operations Center
(AFNOC)
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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
ESD
Lackland, Ramstein,
Gunter, Hickam
CFP
All Bases
NCC
All Bases
Integrity - Service - Excellence
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AFNetOps Overview
Constructs and Functions
AFNOC
Barksdale
I-NOSC
83 NOS - Langley
561 NOS - Peterson
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Integrated Network Operations and
Security Center (I-NOSC)
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ESU
Langley, Peterson,
Ramstein, Hickam
APC
Scott, Andrews,
Gunter (others TBD)
ESD
Lackland, Ramstein,
Gunter, Hickam
CFP
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All Bases
NCC
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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
All Bases
Integrity - Service - Excellence
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AFNetOps Overview
Constructs and Functions
AFNOC
Barksdale
I-NOSC
83 NOS - Langley
561 NOS - Peterson
ESU
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Enterprise Service Unit (ESU)
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Provides remote system
administration of e-mail, file, and
other core network services
Langley, Peterson,
Ramstein, Hickam
APC
Scott, Andrews,
Gunter (others TBD)
ESD
Lackland, Ramstein,
Gunter, Hickam
CFP
All Bases
NCC
All Bases
Integrity - Service - Excellence
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AFNetOps Overview
Constructs and Functions
AFNOC
Barksdale
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I-NOSC
83 NOS - Langley
561 NOS - Peterson
Area Processing Center/Capability
(APC)
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ESU
Langley, Peterson,
Ramstein, Hickam
Provides central storage of e-mail
servers and other core network
applications
APC
Scott, Andrews,
Gunter (others TBD)
ESD
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Will operate under the control of the
INOSC/ESU structure
Lackland, Ramstein,
Gunter, Hickam
CFP
All Bases
NCC
All Bases
Integrity - Service - Excellence
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AFNetOps Overview
Constructs and Functions
AFNOC
Barksdale
I-NOSC
83 NOS - Langley
561 NOS - Peterson
ESU
Langley, Peterson,
Ramstein, Hickam
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Enterprise IT Service Desk (ESD)
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One help desk for CSAs support to
the customer
 Account creations
 Basic network trouble shooting
APC
Scott, Andrews,
Gunter (others TBD)
ESD
One call, one number, one trouble
ticket
Lackland, Ramstein,
Gunter, Hickam
CFP
All Bases
NCC
All Bases
Integrity - Service - Excellence
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AFNetOps Overview
Constructs and Functions
AFNOC
Barksdale
I-NOSC
83 NOS - Langley
561 NOS - Peterson
ESU
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Communications Focal Point (CFP)
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Hands-on computer maintenance
 The focal point for all AFNetOps
inject into the base
Langley, Peterson,
Ramstein, Hickam
APC
Scott, Andrews,
Gunter (others TBD)
ESD
Lackland, Ramstein,
Gunter, Hickam
CFP
All Bases
NCC
All Bases
Integrity - Service - Excellence
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AFNetOps Overview
Constructs and Functions
AFNOC
Barksdale
I-NOSC
83 NOS - Langley
561 NOS - Peterson
ESU
Langley, Peterson,
Ramstein, Hickam
APC
Scott, Andrews,
Gunter (others TBD)
ESD
Lackland, Ramstein,
Gunter, Hickam
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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.
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CFP
All Bases
NCC
All Bases
Integrity - Service - Excellence
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AFNetOps Overview
How AFNetOps Works
AFNOC
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I-NOSC
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APC
ESU
ESD
NCC
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CFP
AFNOC directs the INOSC 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
Integrity - Service - Excellence
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AFNetOps Overview
How AFNetOps Works
AFNOC
I-NOSC
APC
ESU
ESD
CSA assists
customer with
computer issue
NCC
CFP
• 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
Integrity - Service - Excellence
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AFNetOps Workload Transition
I-NOSCs/ESUs
(Langley / Peterson)
Enterprise IT
Service Desk
MAJCOM
Comm Coord
Center
ESUs
(Ramstein / Hickam)
(4 Locations)
MCCC
APCs
Comm Squadron
Base Level
NCC
Boundary Protection
Infrastructure Mgmt
Core IT Services
MAJCOM
Apps
Help
Desk
3A, 3C, 2E
Functions
MAJCOM
Base Level
Manpower
Draws Down
Local Touch Maintenance in
central location, reducing NCC to
“Lights Dim” operations
Integrity - Service - Excellence
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Roles and Responsibilities
Users
Problem
I-NOSC/ESU or
Detachments
CSA/FSA
ESD
Tier 1
T
i
e
r
2
Boundary
Core Services
Core Devices
Core Infrastructure
Network Administration
Application Services
Touch MX of APC
APC
MCCC
MAJCOM Unique
NCC (CFP)
Base Unique
Touch MX
Migrates objective CS help desk workload
Integrity - Service - Excellence
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Standard Level of Service
AF Portal Admin
Instant
Messaging
Webmail Access
Anti Virus Client
Active Client/PKI
Account Mgmt
Remote Admin
Printer
Configuration
ESD
SDC
Configuration
PDA/Mobile Mail
Devices
Change Requests
VPN Client
Microsoft
Exchange
Network
Connectivity
Distribution
Lists
TS, etc
Voice (Phones, cell phones, LMRs, STEs, VTC, etc)
SIPRNet and NIPRNet Data (PCs, PDAs, e-mail accounts)
2008
2009
2010
2011
2012
2013
2014
One number, one trouble ticket, 24/7
I n t e g r i t y - support
Service - Excellence
2015
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Standard Level of Service
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CSA still user’s first contact—initial troubleshooting
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Provides 24/7 (365 days) support for NIPR/SIPR
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Ensures accuracy of info in TT
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Perform remote desktop administration/assistance
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Conducts trouble shooting measures based on type
of ticket for problem resolution
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Closes satisfactorily resolved tickets owned by ESD
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Maintain knowledge base
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Maintain situational awareness of network activities
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Provide notification to appropriate entities
Integrity - Service - Excellence
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CSAs Role in AFNetOps
Account/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
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ESD will create, modify, delete accounts
CSAs will have limited DRA responsibility/access
Core network services will migrate into the AFNet
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Exchange/E-Mail Services
 Messaging Services
 SharePoint Services
 Web Services
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Network drives will remain the same
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Mapping will be copied during migration of local
accounts
 Servers/SAN will migrate to AFNet at later date
Integrity - Service - Excellence
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ESD Migration Path
FY08
Follow IMS
FY09
Follow IMS
691,000 users supported
FY10
Follow IMS
FY11
Follow IMS
USAFE Theater
PACAF Theater
Virtualization between all ESD sites
San Antonio,
Ramstein, Hickam and Gunter
Integrity - Service - Excellence
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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
Integrity - Service - Excellence
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