# Presentation: 908019

## Customer Service Project Review (CSPR)

- www.nasa.gov

- Customer Service Project Review (CSPR)

- November 18, 2008

## CSPR Agenda – Nov 18, 2008

- Upcoming Outages
- NCAD Phase I Overview and Outreach Plan - Leslie Cahoon
- Bi-weekly Mac Leopard Status – Roy Campbell
- ODIN Seat Report Template Development – Roy Campbell
- PDA Policy Comment Review – Elaine Bowman
- Antivirus 2009 – Scott Oglesby
- Action Item Review – Joan Verbeck
- CSPR Look Ahead – Joan Verbeck

## Upcoming Outages

## Outages

- Taken:
- BlackBerry Outage
- Date: Sunday, November 16, 2008
- Time:  2 a.m. – 6 a.m. Eastern
- Customers Affected: HQ BlackBerry users
- Systems Affected: NOMAD BlackBerry Devices
- Applications Affected:  BlackBerry
- Details: HQ BlackBerry users will be unable to send or receive messages on their BlackBerry device for 30 minutes during this 4 hour activity.  HQ BlackBerry users will be able to utilize e-mail services from desktop/laptop, or Webmail (Outlook Web Access - OWA).  Telephone, pin to pin, and text messaging communications will not be impacted.  This outage is due to vendor software upgrade.
- 11/13 /08 - 11/14/08, 8:00PM - 2:00AMCompetency Center team members will be performing a maintenance activity on the Identity and Access Management Tools (IdMAX) production servers. This activity will cause an outage to each of the IdMAX production servers and users will not be able to use the following services:Personal Identification Verification (PIV) NASA Account Management System (NAMS) IdMAX Self-Service
- 11/15 0600-1500  Windows security patching:  HQNETAPPAV2, HQDATANODE2, HQCADCAFM1, HQTS3, HQWSUS2, HQPDC1 , HQCSR1-2k3, HQSMS2k3, HQDB1W2K3, HQJSDC1, HQCAD, HQHCAT, HQBOM00, HQBOM01, HQBOM02, HQMSADC01, HQCENS2, HQNETIQ, HQACS2, HQXDM, PRGate 2, PIMSIWMS, HQPLUS2, Facility, Scorpio Cygnus, Draco, Orion, Gemini, HQPOWERPLAY

## Outages, Continued

- Planned:
- 12/6-8 Annual NDC Facilities Outage:
- The Annual Outage will be from 0001hrs December 6, 2008 EDT through 0500hrs EDT December 8, 2008.   All Systems and Network communications will be unavailable during this time-frame.
- All IEM Systems, Mainframe customers and ALL NDC Servers housed within Building 4663, Other services impacted will include:
- Nomad MSFC Node
- NetIQ AppManager
- NetIQ Security Manager
- One NASA Forwarders
- SharePoint
- Live Communications Server (IM)
- Citrix access to Outlook
- Administrative access via Citrix
- ESMD Wind-chill/ ICE servers
- NISE and CBACS Central/Enterprise Servers.
- All MSFC Beowulf Clusters.
- ODIN will have the Goodlink server at JSC up, but the users will have to be moved over. This will take an activity before the Power Outage.
- Site(s) Impacted: (Center this activity affects), IEM, MAF, NAPROD, MSFC, IMIC, JSC, NALUNIX, NALIB01 (IEM), IEM, NDC-MSFC

## NCAD Phase I Overview and Outreach Plan

- Leslie Cahoon

## HQ NCAD Migration

- NASA’s Consolidated Active Directory (NCAD) is part of NASA’s implementation of Homeland Security Presidential Directive 12 (HSPD-12)
- It has several purposes and benefits:
- NCAD paves the way for the use of “smart cards”
- NCAD helps centralize management of computers across the entire Agency.
- Once implemented at all NASA centers, NCAD will allow people to login to systems from any NASA center and gain full access to their files

**Notes:**
Eventually, when all infrastructure requirements have been met, HQ users will login to their computers by sliding their NASA Badge in a computer card reader and entering a Personal Identification Number (PIN).  
This allows NASA to deploy common policies and settings and to verify that users have access to Agency resources as needed.

## HQ NCAD Migration 

- HQ Schedule
-  12/15/08 -12/19/08 then 1/12/09 – 2/6/08
- ODIN will be scheduling migrations by Organization
- Customers will receive a targeted notice prior to migration
- SMS pop-up screen will appear on the user’s desktop alerting them of the migration
- Alert postings on ITCD Web page & Inside HQ
- IT Help Desk “On Hold” system recording updated to alert users where to go on the Web for instructions if they are having issues logging in
- Only PC users will be affected during NCAD Phase I
- Mac users will be migrated in June ‘09

**Notes:**
Eventually, when all infrastructure requirements have been met, HQ users will login to their computers by sliding their NASA Badge in a computer card reader and entering a Personal Identification Number (PIN).  
This allows NASA to deploy common policies and settings and to verify that users have access to Agency resources as needed.

## HQ NCAD Migration – User Instructions

- Users must reboot their computer and leave it on the evening of the migration
- Beginning the next morning the user will login to Windows by selecting NDC as the Domain
- No change to how you log into Outlook, VPN or SNA

**Note: do *****not***** type “hq\” before your user name**** **

**Notes:**
Eventually, when all infrastructure requirements have been met, HQ users will login to their computers by sliding their NASA Badge in a computer card reader and entering a Personal Identification Number (PIN).  
This allows NASA to deploy common policies and settings and to verify that users have access to Agency resources as needed.

## HQ NCAD Migration – User Instructions

-  Once you are migrated you must specify NDC\UserID when logging into Outlook Web Access (OWA)

**Notes:**
Eventually, when all infrastructure requirements have been met, HQ users will login to their computers by sliding their NASA Badge in a computer card reader and entering a Personal Identification Number (PIN).  
This allows NASA to deploy common policies and settings and to verify that users have access to Agency resources as needed.

## HQ NCAD Migration Schedule

| MIGRATION DATE | ORG CODE | ORG NAME |
| --- | --- | --- |
| 12/05/08 - 12/18/08 | PA007 |      Innovative Partnership Program Office |
| 12/05/08 - 12/18/08 | RA000 |      Office of Program and Institutional Integration |
| 12/05/08 - 12/18/08 | QA000 |      Office of the Chief Health & Medical Officer |
| 12/05/08 - 12/18/08 | KA000 |      Office of the Chief Engineer |
| 12/05/08 - 12/18/08 | JA000 |      Office of the Chief Information Officer |
| 12/05/08 - 1/15/09 | FA000 |      Office of Program Analysis and Evaluation |
| 1/12/09 - 1/15/09 | OA000 |      Integrated Enterprise Management Program |
| 1/12/09 - 1/15/09 | WA000 |      OIG |
| 1/12/09 - 1/15/09 | TA000 |      Office of External Relations |
| 01/12/09 - 01/29/09 | LA000 |      Office of Institutions and Management   |
| 1/26/09 - 1/29/09 | NA000 |      Office of the Chief of Strategic Communications |
| 1/26/09 - 1/29/09 | MA000 |      Office of the General Counsel |
| 1/26/09 - 1/29/09 | EA000 |      Aeronautics Research Mission Directorate |
| 1/26/09 - 1/29/09 | DA000 |      Science Mission Directorate |
| 1/26/09 - 2/5/09 | IA000 |      Office of the Chief Financial Officer |
| 02/2/09 - 02/05/09 | GA000 |      Office of Safety and Mission Assurance |
| 02/2/09 - 02/05/09 | CA000 |      Space Operations Mission Directorate |
| 02/2/09 - 02/05/09 | BA000 |      Exploration Systems Mission Directorate |
| 02/2/09 - 02/05/09 | AA000 |      Office of the Administrator |

**Notes:**
Eventually, when all infrastructure requirements have been met, HQ users will login to their computers by sliding their NASA Badge in a computer card reader and entering a Personal Identification Number (PIN).  
This allows NASA to deploy common policies and settings and to verify that users have access to Agency resources as needed.

## Mac Leopard Upgrade Project Status

- Roy Campbell

## Current Status of Risks/Exceptions

- Omnigraffle
- Real Player
- Filemaker Pro
- Wireless Access
- Summary

## Omnigraffle

**Per CSPR Working Group sent User Survey Template to IT-POCs on 11/5.**
**Received five (5) responses**
- Flow Chart Software
- License no longer bundled with Macintosh Hardware
- OmniGraffle 5 can be added to ODIN catalog
- Per seat charge $114.00
- NHQ Site License $27,916.04

## Real Player

**Ready to Go**
- No longer an Agency requirement
- Removed from Agency core load
- Procured for continued inclusion in NHQ baseline
- Has been transitioned from Agency coreload to NHQ coreload overlay
- Will be provided to all production refresh computers and part of the pilot customer retrofit package.

## Filemaker Pro

**At CSPR IT-POCs voiced concern: 40 customers too low.  Pointed out HQ custom apps is only one component to FMP useage.**
**Scanned workstations, comparing to SW Library.  Found 41 computers with FMP installed.  Will deploy to all existing FMP customers with additional outreach material.**
- Current Version (7.0) is not Leopard compatible & did not pass testing
- New Version (9.0) is Leopard Compatible.  Currently in testing.  Test results and functionality limitations have documented by HITSS
- NASA received recommendation from HITSS via SR # 2008-199 to discontinue use of this product but there is no time line for migration to different technology
- Deploy Filemaker Pro customers with outreach delineating version 9 limitations and notional time line for removal or move Filemaker customers to the end of deployment and postpone decision?

## Wireless Access

**No update from Apple on fix.**
**ODIN Eng tested early upgrade to Entrust 7.  Repeated test  with positive results.  Need to validate Agency/Enterprise findings on Interoperability with other Entrust versions on both Mac and PC.**
**Recommendations:**
**Completed Test Plan on Interoperability:  Friday Noon**
**Check with HITSS on impact to training schedule:  Friday COB**
**Create/Obtain Differences documentation:  COB 11/18**
**ORR:  Recommend complete actions above and target ORR for 11/19**** **
- Vendor bug/fix required
- Apple Case opened by ODIN Enterprise
- Indentified also at GRC and GSFC

## ODIN Seat Report Template Development

- Roy Campbell

## Current State of ODIN Seat Report

- Reports are generated weekly from Provance
- Every non-holiday Monday
- IT-POCs do not have direct access to reports
- Reports are currently on an internal ODIN shared drive only
- IT-POCs currently need to request the report from an ODIN CSM
- Report is not presented in a user friendly manner
- Reading format of the main 2 summary pages
- Print-outs need a great deal of work before a readable copy prints

## Future State of ODIN Seat Report

- Reports will be generated weekly from Provance
- Every non-holiday Monday
- IT-POCs will have direct access to reports
- A Special HQ-Groups folder will be created with Org specific IT-POC sub-folders with controlled access
- IT&CD will also have specific folder access
- Report template to become a user friendly seat management tool
- Main 2 summary pages reformatted with legends, totals and clearer terminology
- All report tabs will be preformatted for printing
- First draft template to be distributed to IT-POCs by COB 11/19/2008 with comments/suggestions due back by COB 11/26/2008.

## Example of Org_Seat_Summary

## Proposed PDA Allocation Policy

- Elaine Bowman

## IT Security – Antivirus 2009

- Scott Oglesby

## Trojan Antivirus Application 

- Trojan Antivirus Application

**Notes:**
Summary:  NASA Security Operations Center (SOC) is aware of a number of NASA users who visited (or were redirected to) sites associated with fraudulent antivirus software.  These sites contain a class of Trojan software (misleading application) which fraudulently deceives users into thinking they are installing legitimate antivirus applications named Antivirus 2009 (AV2009), Antivirus 2008 (AV2008), etc. 

Details:  Users who visited these sites may have been presented with a fraudulent “Microsoft Security Warning” (Pop-ups) which indicated that “Antivirus 2009 Web Scanner detected dangerous spyware on your system!” The users were then prompted to “remove all” of the notional malicious programs identified by the web scanner by downloading the fraudulent antivirus software. Installation of the fraudulent software compromises the system. Figure 1,2,3,and 4 are some of the typical screens intended to deceive users.
The look and feel of these websites present a very official and legitimate appearance. Unlike most phishing sites which contain misspellings, dead links, and poor web design; these sites are crafted with a high degree of sophistication which can include a valid SSL certificate issued by a legitimate SSL Certificate Authority – this means users will not be warned by their web-browser that they are visiting an illegitimate site. These Trojan applications are also known to bundle other malware.

## Trojan Antivirus Application 

- Users who visited these sites in the past, or are directed to one of these sites in the future, should notify HQ IT Security immediately.
- http://www.hq.nasa.gov/itcd/itsecurity/virusresponse.html

- Trojan Antivirus Application

## Action Item Review

- Joan Verbeck

## Action Items

## CSPR Look Ahead

- Joan Verbeck

## CSPR Look Ahead

- 12/6
- Remote User Process
- GAL Update Process
- Tactical Plan
- 12/16
- Guest Network
- ITCD Services Day
- 1/6
- Solicitation of ODIN DO3 Period 4 PRP SAEs
- 1/13
- Solicitation of ODIN DO3 Period 4 PRP SAEs
- Software Refresh Portal
- There will also be some recurring quarterly topics, presented in the last CSPR Meeting following the end of the quarter. These will occur in January, April, July, and October.

## SignOffPage

**Notes:**
NASA Presentation Sign-Off Page