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**SOP Number: CIT-MAC-110**

**SOP Name:** **NIH LAN/Telecommunications Closet Access**

**Owners:** National Institutes of Health (NIH) CIT Telecommunications

**SOP Scope:** The purpose of this Standard Operating Procedure is to
document the

Procedure and processes that comply with: 1) directives associated with

Inspector General Audit guidelines, 2) DHHS ISSO security requirements

and 3) NIH Policy on Key, Lock and Card Key Services. The procedure

> will demonstrate the process for authorized NIH personnel to gain
> access
>
> to locked NIH LAN and Telecommunications closets.

**[Related SOPs:]{.underline}**

+--------------------------------------+-------------------------------+
| Daily MAC *(CIT-MAC-101)*            | Red Emergency Back-up Phones  |
|                                      | *(CIT-EMS-302)*               |
| Floor Plan Survey *(CIT-MAC-104)*    |                               |
|                                      | Security Phones               |
| Line Card Administration             | *(CIT-EMS-303)*               |
| *(CIT-OAM-701)*                      |                               |
|                                      | Blue Light Phones             |
| Building One MAC *(CIT-PRM-203)*     | *(CIT-EMS-301)*               |
|                                      |                               |
| Building Projects *(CIT-PRM-201)*    | ECC Systems *(CIT-EMS-305)*   |
|                                      |                               |
| Building Projects PMO                | Elevator Phones               |
| *(CIT-PRM-202)*                      | *(CIT-EMS-304)*               |
+--------------------------------------+-------------------------------+

**[Standard Operating Procedures:]{.underline}**

1.  A master listing of contacts for obtaining NIH
    LAN/Telecommunications closet keys will

> be maintained and updated by CIT Telecommunications. By the 1^st^ of
> each month a CIT Telecommunications representative will forward the
> following information to the NIH Help Desk:

-   Updated LAN/Telco Master Closet Key Listing

-   CIT Telecommunications/LAN Closet Criteria

-   Closet Examples

2\. The LAN/Telco Master Closet Key is a listing of all LAN or
Telecommunications closets

> located in all NIH buildings (on or off campus). It includes pertinent
> key holder information, i.e. location group, contact name, telephone
> number, address of building, if the key is a Card Key or a Metal Key
> etc. **See Exhibit 1 -** LAN/Telco Master Closet Key Listing

3\. The CIT Telecommunications/LAN Closet Criteria is a document
referencing industry guidelines for closet construction specifications
and maintenance. **See Exhibit 2 -** CIT Telecommunications/LAN Closet
Criteria. The closet examples are photographs of closets that are well
maintained and examples of closets that are not maintained properly.
**See Exhibit 3-** Closet Examples

4\. All requests for changes in contact names or closet key holders for
the LAN/Telco Master Closet Key Listing will be forwarded to the CIT
Telecommunications Branch Chief to authorize and confirm any changes to
the listing.

5\. All inquiries for access to a NIH LAN/Telecommunications Closet will
be forwarded to the NIH Help Desk at 301-594-6248. Access to a closet
may require a METAL key or a CARD key and would include authorized NIH
personnel and authorized primary vendors.

6\. There is a listing of Contacts for NIH LAN/Telco Closet Key Access
in **Exhibit 4.** This

> list is used for internal purposes and for CIT Management problem
> resolution only. All inquires and request for closet access should go
> through the NIH Help Desk.

7\. All person's requesting access to an NIH closet must have completed
the IT and Physical

Security Awareness Training.

**NIH Help Desk Procedures**

1\. When the NIH Help Desk is contacted, the Agent will assist by
contacting the appropriate NIH key holder by referencing LAN/Telco
Master Closet Key Listing and conferencing the requester with the
correct NIH key holder contact, when possible.

2\. The NIH Help Desk must create a new Remedy Service Ticket for each
NIH Campus

building LAN or Telco closet access request.

3\.   The NIH Help Desk must determine if the closet open or close
request is associated with

TELEPHONE or DATA support services.  Telephone service is associated
with

Telecommunications closets and Data service is associated with LAN
closets.

4\.   The NIH Help Desk updates the service ticket with the appropriate
information using

the query criteria listed below:

     a. IC name and telephone number that is requesting Telco or LAN
closet access

b\. Closet type: Telco or LAN?

c\. Building and closet room number(s)

     d. Reason for the closet access request 

e\. Date and time for the closet access

f\. Duration of the closet access

g.    Suite or Lab outer entry required before closet access.

h\. Has the person requesting access completed the IT and Physical
Security Awareness

Training?

i\. Other pertinent information as provided by the IC POC

**See Exhibit 5** -- Closet Access Request Remedy Screen

5\. For Telco closet access, the NIH Help Desk assigns the Remedy
Service Ticket to "DNST-

Cabling Infrastructure -SLA and MAC Team" (Assignee = dnstcismac) Mark
Campbell

(Primary) or Randy Massagee (Secondary) and provides a live hand-off of
the Remedy ticket

by calling the Cable Infrastructure contacts.

6\. Should the Cabling Infrastructure designate be unable to contact
anyone to gain access to the

> Telco closets, they will contact the NIH Locksmith at 301-496-3507.
> When contacting the NIH Locksmith, provide them with a contact name
> and room number. The Cabling Infrastructure designate will keep the
> requestor updated throughout notification to the NIH Locksmith and
> after resolution.

7.  For LAN closet access, the NIH Help Desk assigns the Remedy Service
Ticket to DNST -Network and Engineering - Network Operations
Section/Network Operations

Center/DNST-NOC (Internal Use) and provides a "live hand-off" of the
Remedy Service

Ticket by calling the Network Operations Center. The Remedy Ticket will
be assigned to the

NOC personnel that receives the call.

8\. Should the Network Operations Center designate be unable to contact
anyone to gain access to the closets, they will then contact the NIH
Locksmith at 301-496-3507. When contacting the NIH Locksmith, provide
them with a contact name and room number. The Network Operations Center
(NOC) designate will keep the requestor updated throughout notification
to the NIH Locksmith and after resolution.

9\. When the requestor has gained access via the DNST NOC personnel or
the DNST Cabling Infrastructure MAC Team, the Remedy Service Ticket will
be closed.

10\. Should the NIH Help Desk Agent encounter any problems with
processing the request, they

will get assistance from an NIH Help Desk Supervisor.

**Change or Repair of NIH LAN/Telco Closet Door Locks**

1\. Requests to change or repair the closet door will also be forwarded
by the NIH Help Desk to the Telecom or LAN designate for disposition.
The NIH Help Desk Agent will assign the Remedy Ticket for disposition as
follows:

a\. For change or repair of Telco closet door locks the NIH Help Desk
assigns the Remedy Service Ticket to "DNST- Cabling Infrastructure -SLA
and MAC Team" (Assignee = dnstcismac) Mark Campbell (Primary) or Randy
Massagee (Secondary) and provides a live hand-off of the Remedy ticket
by calling the Cable Infrastructure contacts.

b\. For change or repair of LAN closet door locks, the NIH Help Desk
assigns the Remedy Service Ticket to DNST -Network and Engineering -
Network Operations Section/Network Operations Center/DNST-NOC (Internal
Use) and provides a "live hand-off" of the Remedy Service Ticket by
calling the Network Operations Center. The Remedy Ticket will be
assigned to the NOC personnel that answers the call.

2\. For CARD Key locks the DNST Cable or NOC representative will contact
the Access Control Help Desk at 301-451-4766 for assistance.

3\. For METAL locks the DNST Cable or NOC representative will contact
Clarence Bruce at 301-496-3507 for assistance.

**[Delivery Schedule:]{.underline}**

> Requests for access to NIH LAN/Telecommunications closets are
> negotiated on an individual as needed basis through the Help Desk.

**[Exhibits]{.underline}**

**Exhibit 1** - [LAN/Telco Master Closet Key
Listing](../Exhibits%20&%20Resources/Exhibit%20%20-%201%20%20LAN-Telco%20Closet%20Access%20Key%20Master%20Listing.doc)

**Exhibit 2** - [CIT Telecommunications/LAN Closet Construction
Criteria](../Exhibits%20&%20Resources/Exhibit%202%20-%20TEL%20LAN%20Closet%20Criteria.pdf)

**Exhibit 3 -** [Closet
Examples](../Exhibits%20&%20Resources/Exhibit%203%20-%20Closet%20Examples.pdf)

**Exhibit 4 -** [Contact Listing for NIH LAN/Telco Closet Key
Access](../Exhibits%20&%20Resources/Exhibit%204%20-%20CIT%20Contacts%20for%20Closet%20Keys.doc)

**Exhibit 5 -** [Closet Access Request Remedy
Screen](../Exhibits%20&%20Resources/Exhibit%205%20-Closet%20Access%20Request%20Form-%20Remedy%20Screens.doc)

**Exhibit - 1**

**LAN/Telco Master Closet Key Listing**

  -------- ---------------------- --------- --- ---------------- ------- -------------------
  **LG**   **ADDRESS**            **ZIP**       **KEY TYPE**     **CIT   **NOTES/CAVEATS**
                                                                 has     
                                                                 key**   

  20004    6006 Executive Blvd    20852         Guard            No      
           Rockville MD                                                  

                                                                         

           6006 Exec Blvd LAN               1                    No      
           Closet Rm 301                                                 

                                                                         

  20005    Federal Building 7550  20814         NA               No      
           Wisconsin Ave Bethesda                                        
           MD                                                            

                                                                         

  20006    Gateway Building 7201  20814         Engineer         No      
           Wisconsin Ave Bethesda               301-440-5351             
           MD                                                            

                                                                         

           7201 Wisc Ave Telecom            1                    No      Engineer
           Closet Floor 2 Room                                           301-440-5351
           228                                                           

                                                                         

  25039    9800 Medical Center    20850     1   Temporary Locks  No      **See Joe Collins
           Drive Rockville MD                   on 1,2,3 floor           A.R.E.
                                                closets                  301-573-9698**

                                                supplied by A.           
                                                R. E. Property           
                                                Mgmt                     

                                                                         

  20038    Key West Medical Ctr   20850     1                    No      
           9610 Medical Center                                           
           Drive Rockville MD                                            

                                                                         

  20013    ANIMAL FARM 101 Club   20837     1   None Needed      n/a     
           Hollow Road                                                   
           Poolesville MD                                                

                                                                         

  20023    6101 EXECUTIVE 6101    20852         UG = Maint /     No      **See NCI Closet
           Executive Blvd                       Closet =Medeco           exception below**
           Rockville MD                                                  

                                                                         
  -------- ---------------------- --------- --- ---------------- ------- -------------------

**Exhibit 2 - CIT Telecommunications/LAN Closet Construction Criteria**

***Will contain link to PDF document***

**Exhibit 3 -- Closet Examples**

***Will contain link to PDF document***

**Exhibit 4:**

**Contact Listing for NIH LAN/Telco Closet Key Access**

+---------------------------------+----------+-------------------------+
| **Contact Name & Position**     | **T      | **Area of               |
|                                 | elephone | Responsibility**        |
|                                 | Number** |                         |
+---------------------------------+----------+-------------------------+
| Richard Payne,                  | 301-     | Maintain and updates    |
|                                 | 451-1410 |                         |
| CIT Telecommunications          |          | LAN/Telco Master Closet |
|                                 |          | Key Listing             |
+---------------------------------+----------+-------------------------+
| Greg Duling                     | 301-     | Team Leader Emergency   |
|                                 | 594-9470 | Telecommunications      |
| CIT Telecommunications          |          | Services Section        |
+---------------------------------+----------+-------------------------+
| Yvonne A. Brooks,               | 301-     | Authorizes LAN/Telco    |
|                                 | 594-9409 | Master Closet Key       |
| CIT Telecommunications Branch   |          | Listing updates         |
| Chief                           |          |                         |
+---------------------------------+----------+-------------------------+
| Anthony Trang                   | 301-     | Maintains keys for all  |
|                                 | 594-7411 | NIH Telco closets and   |
| CIT Cable Management Branch     |          | handles escalations     |
|                                 |          | relative to closet      |
|                                 |          | access                  |
+---------------------------------+----------+-------------------------+
| Mark Campbell                   | 301-     | PRIMARY- Assigned and   |
|                                 | 594-9456 | processes Remedy        |
| DNST Cabling Infrastructure SLA |          | Service Ticket for NIH  |
| and MAC Team                    |          | Telco Closet access     |
+---------------------------------+----------+-------------------------+
| Randy Massagee                  | 301-     | SECONDARY -Assigned and |
|                                 | 594-1480 | processes Remedy        |
| DNST Cabling Infrastructure SLA |          | Service tickets for NIH |
| and MAC Team                    |          | Telco Closet access     |
+---------------------------------+----------+-------------------------+
| Brian Simpson                   | 301-     | Maintains keys for all  |
|                                 | 451-5164 | NIH LAN closets handles |
| Network Operations Center       |          | escalations relative to |
| Section Chief (NOC)             |          | closet access           |
+---------------------------------+----------+-------------------------+
| Patricia Baldwin                | 301-     | Area is assigned and    |
|                                 | 594-7435 | processes Remedy Ticket |
| Network Operations Center       |          | for NIH LAN Closet      |
| Supervisor (NOC)                |          | access                  |
+---------------------------------+----------+-------------------------+
| NIH Help Desk                   | 301-     | Receives all calls for  |
|                                 | 594-6248 | request for access to   |
|                                 |          | NIH closets and opens   |
|                                 |          | Remedy ticket           |
+---------------------------------+----------+-------------------------+
| Network Operations Center (NOC) | 301-     | Receives calls and      |
|                                 | 451-3141 | handles Remedy Service  |
|                                 |          | Tickets for NIH LAN     |
|                                 |          | Closet access requests  |
+---------------------------------+----------+-------------------------+
| Access Control Help Desk        | 301-     | Handles repair and      |
|                                 | 451-4766 | changing of CARD Key    |
|                                 |          | access locks            |
+---------------------------------+----------+-------------------------+
| Clarence Bruce                  | 301-     | Handles repair and      |
|                                 | 496-3507 | changing of NIH metal   |
| Office of Director. Office of   |          | locks                   |
| Research                        |          |                         |
+---------------------------------+----------+-------------------------+

> **Exhibit 5** - **Closet Access Request Form Remedy Screen**
>
> ![](media/image3.png){width="3.6881944444444446in"
> height="3.8819444444444446in"}