# Presentation: 694653

## Customer Service Project Review (CSPR)July 8, 2008

## CSPR Agenda – July 8, 2008

- HQ-DL-Urgent-IT-Request	– Ray Johnston
- IUP Triage 3 testing	– Ray Johnston
- Tivoli Client Connection Status	– Mike Veillette
- CENS / Explorer 7 Deployment	– Steve Morton
- FDCC status	– Scott Oglesby

## HQ-DL-Urgent-IT-Request Closure

- ITCD will implement a new Dist List (DL) that enables IT POCs and ITCD personnel to identify urgent and unusual situations that require a response above and beyond standard situations
- This new DL will be in the NOMAD GAL
- The Help Desk will open a Critical Uplift ticket
- Both ODIN and HITSS must work the ticket as a ‘critical uplift’.
- If an ODIN ticket is invoked by a Mission Directorate IT POC, then that MD pays for the Critical Uplift.
- The ODIN DOCOTR pays for all other Critical Uplifts

## HQ-DL-Urgent-IT-Request Users:

- All NASA HQ IT POCs and alternate IT POCs
- All ITCD personnel
- Keya Morgan
- Aletha Mack
- Sarah Catignani
- Gloria Camp
- Dolores McClung
- Kimberly Miller
- Michele O'Connell
- Margie Team
- Natasha McNiell
- Vanessa McIntosh
- Robin Atcherson
- Marc Shepanek
- Pat Shephard

## HQ-DL-Urgent-IT-Request Notification to:

- ITCD personnel who are notified by the HQ-DL-Urgent IT Request DL:
- All ITCD Customer Service Management personnel
- Customer Service Management Branch Chief
- Elaine Bowman
- Ray Johnston
- Joan Verbeck
- Sharon Washington
- ITCD management
- Gretchen Davidian
- Dennis Groth
- Les Newell
- Andy Schain
- Victor Thompson

## HQ-DL-Urgent-IT-Request Notification to:

- ODIN personnel who are notified by the HQ-DL-Urgent IT Request DL:
- Roy Campbell
- Dan Hirsch
- Ellis Kitchen
- Mary Mahlbacher
- Steve Morton
- Sean Rothe
- Jeff Stephens
- Mike Veillette
- HITSS personnel who are notified by the HQ-DL-Urgent IT Request DL:
- Danny Gear
- Jack Hutchison
- Len Japngie
- Elizabeth Montagna
- Travis Mullan
- Deneen Newton
- Kathleen O’Conner
- Russell Robertson
- Candace Solomon
- Karen Thomas
- Al Williams

## IUP Triage 3 Testing for FDCC compliance

- The implementation of FDCC compliance at NASA HQ involves both OMB FDCC settings and removal of administrative privileges
- ITCD recognized that Triage 3 testing was needed and instructed ODIN, through an IUP, to test 178 Windows operating system Triage 3 applications stored in the ODIN Software Library against the required FDCC configuration
- 153 were tested
-   25 were not tested
- Results are on the 3 following pages

## 153 Tested Triage 3 Applications

-   12 would not install (NI)
- Customers will be notified of the failures and are advised to request ODIN to remove the Applications from their computers.
- The Application will no longer be issued by the Software Library.
-   19 would not run (NR)
- Customers will be notified of the failures and are advised to request ODIN to remove the Applications from their computers.
- The Application will no longer be issued by the Software Library.
- 122 Installed and Ran successfully (IR)

## 25 Untested Triage 3 Applications

- 9 would not run on current ODIN configuration (NO)
- Customers will be notified of the failures and are advised to request ODIN to remove the Applications from their computers.
- The Application will no longer be issued by the Software Library.
- 7 required hardware not available for testing (HR)
- The original requester of the application / hardware will be asked to either loan the existing required hardware or fund new hardware to complete application testing.
- Until testing has been completed, the Application will no longer be issued by the Software Library.
- 6 required License not available for testing
- The original application requester will be asked to either loan the required license or fund a new license to complete application testing
- Until testing has been completed, the Application will no longer be issued by the Software Library

## 25 Untested Triage 3 Applications (continued)

- 2 had no media in Software Library (NM)
- The original application requester will be asked to either loan the required license or fund a new license to complete application testing
- Until testing has been completed, the Application will no longer be issued by the Software Library
- 1 required Supplemental Software not available
- HotText Version 1.5 can not run without purchase of QuickDraw 3D Version 1.5.3
- The original application requester will be asked to either loan the required supplemental software or fund new supplemental software to complete application testing
- Until testing has been completed, the Application will no longer be issued by the Software Library
- The results of all candidate Triage 3 Applications testing are available for review in a separate report.
- 	_Note:_  Customers who currently use any Triage 3 Application that failed in the FDCC configuration testing, and still require equivalent functionality after FDCC implementation, must identify and submit updated versions or replacements to the Triage 3 testing process.

## FDCC Triage 3 Testing Summary

- Of 178 tested Triage 3 Applications in the ODIN Software Library:
-   12 would not install
-   19 would not run
- 122 passed installation / run testing
-     9 would not run on current ODIN configuration
-     7 required hardware not available for testing
-     6 required License not available for testing
-     2 had no media in Software Library
-     1 required Supplemental Software not available for 	   testing.

## Tivoli Client Connection Status

## ODIN Tivoli Clients in “Research Status”: 6-2-08

## Updated Status: 7-8-08

## Next Steps:

- All customers that were in the “ODIN Research” status on 6-2-08 are now in 1 of the 3 following statuses:
- Tivoli Now Functional – Known good backup
- Customer Not Utilizing – Customer has not taken advantage of Tivoli Service
- Customer Unavailable – Attempted to contact the Customer on at least 3 occasions
- The monthly Tivoli report to the ITPOCs, sent on 7-7-08, identifies users in these status categories
- If there are any Tivoli concerns, the customers / ITPOCs may put in Remedy tickets to have an ODIN Technician analyze and troubleshoot any suspected Tivoli issues

## Near-term ODIN Deployments

- Centralized Emergency Notification System (CENS)
- A mis-configuration in ODIN’s CENS installation package resulted in a number of systems having CENS improperly installed or not installed at all.
- Two pushes will be required to remediate the issue; the pushes will be targeted to two separate groups.
- A targeted IT-Notice will be sent to each group.  A reboot will be required.
- Internet Explorer 7 (IE7)
- To be deployed in preparation for FDCC implementation.
- Deployment scheduled to begin at the end of this week. An IT-Notice will be sent to all PC customers prior to deployment.
- A reboot will be required.

**Notes:**
Laptop networking ability remains intact by utilizing the Network Configuration Operators group

## Federal Desktop Core Configuration (FDCC)

- National Aeronautics and Space Administration

- www.nasa.gov

## What is NASA Headquarters doing?

- May 16:	ODIN personnel pilot phase I
- May 30: 	Completed HQ application testing
- June 9:	HITSS and ITCD pilot phase II
- June 13:	New NASA-FDCC GPOs tested
- June 20:	SR initiated for additional application testing
- June 30:	Triage 3 Software Testing completed
- July 1:	Department volunteers pilot phase III
- July 8:	IT Notice to deploy of IE 7 to all PCs
- July 11:	SR application testing complete
- July 21:	Begin phased HQ org FDCC implementation

**Notes:**
Laptop networking ability remains intact by utilizing the Network Configuration Operators group

## Phase III Pilot Status

- 37 volunteers participated in the Phase III pilot.
- June 26:  Began pushing IE 7 to pilot systems
- July 1:     FDCC settings applied to pilot systems
- 4 tickets opened for website connectivity
- FDCC related, work around is in place to have ODIN manually check IE7 security settings or use FireFox
- 1 ticket for Visual Basic Pop-up during logon
- Unknown: May be related to SMS package or FDCC
- 1 ticket for secure phone software upgrade error
- FDCC related, investigating solution

**Notes:**
We have completed the testing of our software on a FDCC computer station at HQ.  We only encountered one minor issue on a web page which is used by just 3 users.  With further testing, we have been able to determine that the issue could be solved by lowering the security setting for trusted sites.  

CFO Office Ebudget Team.

## Tivoli Manual Backup Issue

- Manual Tivoli Backups Fail
- This is a permissions issue related to removal of Administrative rights
- Scheduled backups run normally
- Temporary solution is in work to allow pilot users to perform manual Tivoli backups
- The pending Tivoli Client deployment is FDCC compliant and will be the permanent solution.
- Preliminary tests on HQ FDCC systems were successful
- Additional research and testing on-going

**Notes:**
We have completed the testing of our software on a FDCC computer station at HQ.  We only encountered one minor issue on a web page which is used by just 3 users.  With further testing, we have been able to determine that the issue could be solved by lowering the security setting for trusted sites.  

CFO Office Ebudget Team.

## Application Testing

- Service Request to Perform Additional NASA-FDCC Testing.
- July 11 – Completion Date
- 34 previously tested applications / websites have been re-designed or updated, and will be tested
- 19 additional applications / websites will also be tested

**Notes:**
We have completed the testing of our software on a FDCC computer station at HQ.  We only encountered one minor issue on a web page which is used by just 3 users.  With further testing, we have been able to determine that the issue could be solved by lowering the security setting for trusted sites.  

CFO Office Ebudget Team.

## Additional Applications / Websites

- Photosynth				Microsoft Product
- Human Resources Manag. Information System 	http://
- Near-Live Comet Watching System		http://comet.hq.nasa.gov/
- Near-Live Leonids Watching System		http://leonids.hq.nasa.gov/
- OSS Drop Box				https://ossim.hq.nasa.gov/dropbox
- (4) OSSEPO Edu. and Pub. Outreach ’00-’03	http://ossim.hq.nasa.gov/ossepo/200[0-3]
- Planetary Protection Site			http://planetaryprotection.nasa.gov/
- SMD EPO				http://smd-epo.hq.nasa.gov/
- SMD Interagency Agreements			https://ossim.hq.nasa.gov/inta
- SMD International Agreements		https://ossim.hq.nasa.gov/intl
- SMD Milestones Database			https://ossim.hq.nasa.gov/milestones
- SMD Program Review			https://ossim.hq.nasa.gov/sprogrev
- SMD Requirements Manag. System		https://ossim.hq.nasa.gov/smdrms
- SMD Sun-Earth Connections Drop-Box		https://ossim.hq.nasa.gov/secdcwg
- SMD Transformation Process			https://ossim.hq.nasa.gov/smdtp
- SMD Weekly Reports			https://ossim.hq.nasa.gov/ossim

**Notes:**
We have completed the testing of our software on a FDCC computer station at HQ.  We only encountered one minor issue on a web page which is used by just 3 users.  With further testing, we have been able to determine that the issue could be solved by lowering the security setting for trusted sites.  

CFO Office Ebudget Team.

## Backup slides

## HQ-DL-Urgent-IT-Request

- The Information Technology and Communications Division (ITCD) will implement a new Distribution List (DL) that enables Information Technology Points-of-Contact (IT POCs) and ITCD personnel to identify urgent and unusual situations that require a response above and beyond standard situations.
- This new DL will be available in the NOMAD Global Access List (GAL).  The characteristics of the new DL are:
- _Distribution List Description:_  This list may be utilized for any IT-related urgent and time-critical request.  Examples of urgent IT requests are:
- Arrival and check-in processing of a new NASA HQ VIP (AA, deputy AA, political appointee, etc., from the perspective of the requester) employee with less than sufficient notice to become a member of the NASA HQ IT domain
- A NASA HQ VIP makes an unusual IT request (loaner equipment, supplies, support, services, etc.) in a time frame that would not normally facilitate the timely completion of the request
- Any other type of request that is 1) deemed sufficiently urgent and important from the perspective by the requester; and, 2) cannot be accomplished normally in the remaining time available
- _Distribution List Owner:_  ITCD Customer Service Manager Branch Chief; alternate – Customer Service Manager(s)

## HQ-DL-Urgent-IT-Request

- This new DL will be available in the NOMAD Global Access List (GAL).  The characteristics of the new DL are: (continued)
- _Distribution List Member:_  The membership of this DL consists of:
- All ITCD Customer Service Managers (CSMs) [currently Ray Johnston {acting Customer Service Branch Chief}, Joan Verbeck, Elaine Bowman, and Sharon Washington]
- All other ITCD Managers (Les Newell [CIO], Victor Thompson [Deputy CIO], Gretchen [ITCD Action Officer], and Dennis Groth [Systems, Operations, and Engineering Branch Chief]
- _Distribution List User:_  This DL can be invoked by only NASA HQ IT POCs, NASA HQ alternate IT POCs, or any ITCD employee
- When invoked the DL sends an email to all DL members and the ODIN Help Desk.  The appropriate ITCD CSM, depending on the Office that invoked the DL, will:
- Contact the IT POC to determine and develop their complete set of requirements
- Notify all ITCD personnel whose support is required
- Notify ODIN or HITSS, based on best available data, that they are the lead, or if required, they are in a support mode
- Coordinate and manage the appropriate response activities through completion
- 	The ODIN Help Desk will open a Critical Uplift Help Desk ticket to perform the requirements.  Both ODIN and HITSS must perform their work on the ticket as a ‘critical uplift’.  If ODIN is involved and the DL was invoked by a Mission Directorate (MD) IT POC, then that MD pays for the Critical Uplift.  All other ODIN requests initiated through the DL are paid for by the ODIN DOCOTR.