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  NISN Service Request System (NSRS)\
  Process

  July 11, 2007

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![](media/image1.wmf){width="1.4694444444444446in"
height="0.9736111111111111in"} *NASA Integrated Services Network*

+-----------+--------------------------------------------+------------+
| NASA      |                                            |            |
| I         |                                            |            |
| ntegrated |                                            |            |
| Services  |                                            |            |
| Network   |                                            |            |
+-----------+--------------------------------------------+------------+
| NISN      |                                            |            |
| Service   |                                            |            |
| Request   |                                            |            |
| System    |                                            |            |
| (NSRS)\   |                                            |            |
| Process   |                                            |            |
+-----------+--------------------------------------------+------------+
|           |                                            |            |
+-----------+--------------------------------------------+------------+
|           |                                            |            |
+-----------+--------------------------------------------+------------+
| July 2007 |                                            |            |
+-----------+--------------------------------------------+------------+
|           |                                            |            |
+-----------+--------------------------------------------+------------+
|           |                                            |            |
+-----------+--------------------------------------------+------------+
|           | Approved by:                               |            |
|           |                                            |            |
|           | *Signature on File* July 11, 2007          |            |
+-----------+--------------------------------------------+------------+
|           | Micheal R. Mink Date\                      |            |
|           | Network Services Manager\                  |            |
|           | Unified NASA Information Technology        |            |
|           | Services                                   |            |
+-----------+--------------------------------------------+------------+
|           | Approved by:                               |            |
|           |                                            |            |
|           | *Signature on File* July 11,2007           |            |
+-----------+--------------------------------------------+------------+
|           | Elizabeth Sudderth Date\                   |            |
|           | NISN / Customer Interface Group\           |            |
|           | NASA Marshall Space Flight Center          |            |
+-----------+--------------------------------------------+------------+
|           | Approved by:                               |            |
|           |                                            |            |
|           | *Signature on File* July 11, 2007          |            |
+-----------+--------------------------------------------+------------+
|           | Elizabeth Paschall Date\                   |            |
|           | NISN Project Manager\                      |            |
|           | NASA Marshall Space Flight Center          |            |
+-----------+--------------------------------------------+------------+
|           |                                            |            |
+-----------+--------------------------------------------+------------+
|           |                                            |            |
+-----------+--------------------------------------------+------------+

Contents

**1.** **Purpose [1](#purpose)**

2\. Customer(s) and Success Indicators
[1](#customers-and-success-indicators)

3\. Process [1](#process)

3.1 Submit Validated NSR [1](#submit-validated-nsr)

3.2 Fast Track NSRs [1](#fast-track-nsrs)

3.3 Develop Design, Cost, & Schedule (DCS)
[2](#develop-design-cost-schedule-dcs)

3.4 NASA Funding Process [2](#nasa-funding-process)

3.5 Authorization to Proceed (ATP) [2](#authorization-to-proceed-atp)

3.6 Engineer, Procure, Schedule and Provide EISD
[2](#engineer-procure-schedule-and-provide-eisd)

3.7 Implementation [3](#implementation)

3.8 Place NSR In-Service [3](#place-nsr-in-service)

3.9 Requirements Details Updates [3](#requirements-details-updates)

3.10 Close or Cancel NSR [3](#close-or-cancel-nsr)

3.11 Quality Records [3](#quality-records)

4\. Change Log [3](#change-log)

Appendix A. Security Checklist [5](#security-checklist)

Appendix B. Validation [6](#validation)

Appendix C. Fast Track [7](#fast-track)

Appendix D. Design, Cost, Schedule (DCS) [8](#design-cost-schedule-dcs)

Appendix E. Authorization to Proceed (ATP)
[9](#authorization-to-proceed-atp-1)

Appendix F. Abbreviations and Acronyms [10](#abbreviations-and-acronyms)

List of Figures

[Figure 1. NSR Process Flow 4](#__RefHeading___Toc128559475)

NISN Service Request System (NSRS) Process

# Purpose

This procedure describes the steps required to submit and deliver
National Aeronautics and Space Administration (NASA) Integrated Services
Network (NISN) services as defined in the NISN Services Document (NSD)
via the NISN Service Request System (NSRS).

# Customer(s) and Success Indicators

NISN customers are NASA and sponsored support contractor personnel who
require the use of NISN services in support of NASA missions and
objectives. Success shall be indicated by successful and timely
implementation of the customer\'s requirement in accordance with
approved Service Level Agreements.

# Process

Figure 1 on page 4 depicts the NSRS process flow.

## Submit Validated NSR

### NISN Service Requests may only be submitted by NISN Service Managers (NSMs) and NISN authorized Customer Service Representatives (CSRs) via NSRS.

### Prior to submitting the NSR, the CSR ensures that the cognizant NSM or NASA Center Representative agrees that the NSR represents a valid customer, it is a valid requirement, the customer intends to fund the implementation, and that the customer agrees to submit a Security Checklist, if required. If necessary see Appendix A for Security Checklist details. A NSR that is submitted by an NSM and reviewed by the CSR is considered to be validated upon submittal. This constitutes NASA validation of the requirement. Non Validated NSRs are sent to the CSR for review, completion, and validation. See Appendix B for a validation guide.

##  Fast Track NSRs

### These NSRs are routed to the appropriate organization to implement and provide an Estimated In-Service Date (EISD) without developing a cost estimate. The criteria for these services are included as Appendix C.

### When implementation of these NSRs is complete, the CSR verifies with the customer that the requested service was implemented, and that the customer is satisfied with the service. The NISN Requirements Details Database and all other documentation are updated as required.

## Develop Design, Cost, & Schedule (DCS)

### Network Services evaluates the requirement and develops the DCS as outlined in Appendix D.

### NISN reviews the DCS to evaluate optional designs, cost elements and time factors.

### If it is determined that the NSR requires a significant architectural change to NISN, or affects NISN services; it is forwarded to the NISN Configuration Control Board (CCB) for approval. If the CCB does not approve the implementation, the NSR is reviewed by Engineering for additional options or canceled and the customer is notified. See NISN-3000-4528 (NISN CCB Procedure) for additional CCB requirements.

### If the NISN CCB is not required or if the NISN CCB approves the NSR, the DCS is forwarded to the CSR for review with the customer. If for any reason a DCS must be revised, the CSR will review the revised DCS with the customer. 

### The CSR and customer evaluate implementation options, and ensure customer concurrence with planned implementation, cost, and termination liabilities. If the NSR is for a cost estimate only, it is placed in-service when the customer review is complete.

### Based on the information provided by the CSR, the customer determines whether funding is available. If funding is not available, the NSR is canceled.

## NASA Funding Process

### The NISN Business Office coordinates the transfer of funds with the customer and provides funding approval in the NSR.

## Authorization to Proceed (ATP)

### Based on the criteria for ATP that is provided in Appendix E, Network Services proceeds with the requirement.

## Engineer, Procure, Schedule and Provide EISD

### Procurement and scheduling of the chosen implementation are initiated, and the EISD is provided. If Customer Services and engineering determine that the requirement cannot be implemented by the customer\'s requested start date, the requirement may be expedited. Any additional charges levied for expedited requirements will be coordinated with the customer by the CSR.

## Implementation

### The appropriate implementation for the required NISN service is executed. If the service cannot be provided by the original EISD, the CSR will coordinate the EISD change with the customer and receive concurrence.

## Place NSR In-Service

### When the CSR confirms with the customer the service has been delivered and the customer is satisfied, the CSR will place the NSR in-service.

## Requirements Details Updates

### When the requirement is placed In Service, the CSR determines if the NISN Requirements Details requires change. Configuration Management records the change as directed.

## Close or Cancel NSR

### If a NSR was for cost estimate only and the cost estimate was completed, the NSR is placed in service and closed. If funding was rejected, or, the NISN CCB did not approve the NSR, the NSR is canceled. If the Service was delivered, the NSR placed in-service, and all documentation is complete, the NSR is closed.

## Quality Records

NISN Service Request System (NSRS) Database - This database contains the
records of requirements from submission to implementation and assurance
of customer satisfaction.

# Change Log

  -------------------------------------------------------------------------------------
  Status                Document   Effective   Revision Purpose
  (Baseline/Revision/   Revision   Date        
  Cancelled)                                   
  --------------------- ---------- ----------- ----------------------------------------
  Baseline              0          04/2006     Original issuance

  Revision              A          07/2007     Annual document review. Changes to
                                               section 3.1.1, Updated flow chart to
                                               include IT Security Checklist.

                                               
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![](media/image2.wmf){width="7.88125in" height="5.6090277777777775in"}

[]{#__RefHeading___Toc128559475 .anchor}Figure 1. NSR Process Flow

######## Security Checklist

This security checklist and process only applies to mission support
network customers for Premium Internet Protocol (PIP) and Standard
Internet Protocol SIP) services. Mission customers should discuss with
their appropriate NISN Service Manager or Customer Service
Representative.

NISN Security will determine when a security checklist is required for
new connections or changes to existing connections to NISN networks but,
in general, the following guidelines are applicable:

-   A new customer requesting a new connection without an existing
    security package

-   An existing customer requesting a new connection which is not
    included in a previous package.

-   An existing customer requesting a change to an existing connection
    that will change the parameters under which the original existing
    security package was approved. This usually only requires an update
    to the existing security package and re-approval

-   An existing customer requesting a change to an existing connection
    for which a security package has never been done.

Upon submittal of the requirement to the Customer Service
Representative, the requestor should go to NISN.NASA.GOV. The Requestor
should select Documents, select Forms and download NISN-FORM-038 NISN
PIP/SIP Access Control Risk Checklist (Security Checklist) and begin
completing it. Shortly after submittal, NISN Security will contact the
requester and the CSR to discuss the security requirements. If
assistance with completing the checklist is needed, contact the CSR and
he/she will assist directly or work with NISN Security to provide
assistance. Upon completion of the checklist the requestor will
coordinate with the Customer Service Representative for submittal to
NISN Security.

######## Validation

Validation Guide

-   Valid Customer (authorized to use NISN services) determined by any
    of these steps

1.  Identified in PSLA

2.  Refer to Organization Chart

3.  Verify with Center Representative or NSM

4.  Contact the funding Point of Contact (POC) to insure the requestor
    is authorized

5.  A list of authorized requestors

-   Valid Requirement (needed within scope of program or Center and
    NISN) as determined by any of the following:

1.  Electronic Mail (E-mail) contact with Center Representative, NSM,
    and/or customer

2.  Center and Programmatic Review Board information

3.  Programmatic Requirements Documents

4.  Detailed Mission Requirements

5.  PSLA

6.  Approved local service request

-   Intent to Fund

-   Agreement to submit Security Checklist, as required. See Appendix A.

######## Fast Track

Fast Track items, bypass funding approval by the NISN Business Office,
and require minimal engineering, if any, before being implemented. The
following services are designated as Fast Track:

1.  Calling Cards

2.  FTS Switch voice (new or disconnect)

3.  Toll Free numbers (new 800 numbers or disconnects)

4.  Fax Broadcast

5.  Circuit disconnects (May require de-installation of equipment)

6.  No cost Server load balancing, IP address assignments, Firewall port
    assignments

7.  No cost additions or changes for mission critical requirement not
    requiring Internet Protocol Network Operations Center (IPNOC)
    support.

######## Design, Cost, Schedule (DCS)

Details needed for DCS:

-   Requirement

-   Network Assessment

-   Topology Diagram

-   Cost Estimates

-   Hardware/software list

-   Circuit

-   Travel

-   Labor

-   Quote valid to \_[(date)]{.underline}\_

-   Basis of Estimate (BOE)

-   Impacts/Assumptions

-   Schedule

######## Authorization to Proceed (ATP)

Sequence of steps to confirm ATP (all 3 steps completed)

-   NSR validated -- at start of the process by CSR based on agreements
    with NISN Center Representative or NSM

-   Design, cost, schedule provided (Board approval if required) and
    agreed upon by the customer

-   Funding Approved -- NISN Business Office

Security Checklist approved by NISN, if required (PIP and SIP). See
Appendix A.

######## Abbreviations and Acronyms

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  **Acronym**          **Definition**
  -------------------- --------------------------------------------------
  ATP                  Authorization to Proceed

  CCB                  Configuration Control Board

  CSR                  Customer Service Representative

  DCS                  Design, Cost, Schedule

  EISD                 Estimated In-Service Date

  N/A                  Not Applicable

  NASA                 National Aeronautics and Space Administration

  NISN                 NASA Integrated Services Network

  No.                  Number

  NSD                  NISN Services Document

  NSM                  NISN Service Manager

  NSR                  NISN Service Request

  NSRS                 NISN Services Request System

  PIP                  Premium Internet Protocol

  POC                  Point of Contact

  PSLA                 Project Service Level Agreement

  SIP                  Standard Internet Protocol

  WAN                  Wide Area Network

  UNITeS               Unified NASA Information Technology Services

                       
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