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UNCLASSIFIED//FOR OFFICIAL USE ONLYArmy Enterprise Service Desk(AESD)-ARCYBER Convergence:A Contributing Element in Today’s Defensive CyberOperations (DCO)John J. PriceProject Officer,Army Enterprise Service Desk (AESD)Program Executive Office for EnterpriseInformation Systems (PEO EIS)Enterprise Computing ’s Force of Decisive ActionUNCLASSIFIED//FOR OFFICIAL USE ONLY
UNCLASSIFIED//FOR OFFICIAL USE ONLYThe Army Enterprise Service Desk (AESD)Reach and Importance The Army Enterprise Service Desk (AESD) provides a single point of contactfor all DoDIN-A (Department of Defense Information Network- Army) ITservice requests, incidents and inquiries. The AESD provides 24/7/365 support for over 1.4 million Army customersglobally. Enterprise Services Support DEE, ECMCS, Mobility, Enterprise Apps Provides technology enablers to support more efficient federation operations: Self-service Web PortalCall Management SystemTicketing and Knowledge ManagementWorkforce ManagementAESD IS FIRST LINE OF DEFENSE AGAINSTCYBER ATTACK.America’s Force of Decisive ActionUNCLASSIFIED//FOR OFFICIAL USE ONLY2
AESD FEDERATION: Current AESD-W, AESD-P, and AESD-K Systems Interface View (SV-1)AESD-WCOCO Data Center 1 CONUS NIPRAgentsCONUSNIPR Site 1AgentsCONUSNIPR Site 2RemoteAgents,O&MSupportCONUS(via VPN)Call Mgt OCONUSPAC GOVNIPR/SIPRSiteAESD-KDODINAgentsOCONUSKorea GOVNIPR/SIPRSiteService Mgt System(SMS) (EnterpriseServices & Web Portal)Workforce MgtSystem (WMS)GOGO DataCenters CONUS &OCONUS NIPR & SIPR RemoteDesktop MgtSystem (RDS) Local ServicesSMS SIPREnterpriseServices SMSCOCO DataCenter 2 CONUSNIPR Replication LoadBalancingCOCO Supporting Technical Infrastructure for integrated toolsuite (CMS SMS WMS) to: Ingest Security Technical Implementation Guides (STIGs), IAVA, patches/updates,e.g., Microsoft, VMWare, OS, others Support Incident Response, Vulnerability Response, Threat Intelligence, Risk Mgt,Audit, Compliance, and Vendor MgtIdentify Asset Mgt Storage Mgt VulnerabilityMgt, e.g.,ACAS Colocationservices,e.g., circuitterminationpoint eMailProtect Access Control Endpoint Protection NetworkAuthentication Firewall Mgt DNS services Terminal Server NetworkConfiguration Mgt,e.g., Solarwinds Windows and LinuxAuthenticationDetect Host BasedSecurity System,e.g., McAfee SecurityInformation andEvent Mgt, e.g.,Splunk, ArcSight ThreatIntelligence andIntrusionDetection TestingRespond Patching Redundancy Backup Replication Fallover COOP/DRRecover InformationAssuranceVulnerabilityMgt (IAVM)
UNCLASSIFIED//FOR OFFICIAL USE ONLYGeneral NoteSenseAmerica’s Force of Decisive ActionUnderstandUNCLASSIFIED//FOR OFFICIAL USE ONLYDecideAct4
UNCLASSIFIED//FOR OFFICIAL USE ONLYAESD/ARCYBER Converging EffortContext: The Army Enterprise Service Desk (AESD) convergingeffort affects the entire Army’s IT efforts, will lead to operationalefficiencies, and will directly support DoDIN-A operations andDCO efforts across the Army.Purpose: Discuss the operational approach for AESDConvergence, the general timeline, and provide key messageswe may need to express when speaking to other stakeholders inregards to AESD.Desired End State: DODIN-A users receive responsive and effective support, user focused IT service gaps and problems are mitigated,and AESD fulfills Enterprise Architecture standards and requirements. The end state will enable unity of effort and unity of command under the control of ARCYBER, executed throughNETCOM IOT provide exceptional IT service support to Army IT users. All processes, services, and systems standardized. Unity of Effort within AESD efforts under NETCOM. Seamless system and process interoperability with Joint and Unified partners.America’s Force of Decisive ActionUNCLASSIFIED//FOR OFFICIAL USE ONLY5
UNCLASSIFIED//FOR OFFICIAL USE ONLYInnovations A single instance, multitenancy Enterprise Service Management Suite(ESMS) that acts as a single interface to the field and supports: Ticketing Change Management Asset and Configuration Management Data analysis Tactical and deployed networks A call management system integrated with the ESMS Remote Desktop Support system Development of machine learning/AI to support self healing and self reporting An interactive self help knowledge system to support user and organizationaltier 0 A workforce management system will inform availability and skills ofpersonnelAmerica’s Force of Decisive ActionUNCLASSIFIED//FOR OFFICIAL USE ONLY6
UNCLASSIFIED//FOR OFFICIAL USE ONLYARCYBER Transformation 3AESD-IV Contract Base Period2026AESD-IV Contract Option Period120272028AESD-IV ContractOption Period 2HumanSensorFunctionTier 3Tier 3Tier 2Tier 2RCC Tier2Tier2Tier OMHelpDeskHRCTier onCommandFunctionNew Direction ersConvergence Actions usingOrders ProcessServiceDeskFunctionNEC InstallationsEnd-UsersEnd-UsersFull MissionCapabilityLimited MissionCapabilityAmerica’s Force of Decisive ActionUNCLASSIFIED//FOR OFFICIAL USE ONLY7
UNCLASSIFIED//FOR OFFICIAL USE ONLYAESD IV – Public Information Request for Information (RFI) was issued 6 April 2018 by Army ContractingCommand-Rock Island (AVV-RI), on behalf of the Army Enterprise ServiceDesk (AESD) RFP # - W52P1J-18-R-AESD Key Documents provided Draft Performance Work Statement (PWS) for the base contract Draft PWS for Task Order 001 ARCYBER Cognitive Model Key Take Aways AESD IV is proposed to be an Indefinite Delivery Indefinite Quantity (IDIQ) contract ARCYBER’s Cognitive Model defines ARCYBER’s vision for the future of AESD AESD-Federation becomes one service desk with 3 locations Interested parties should review the provided informationhttps://www.fbo.gov/index?s opportunity&mode form&id b44fe2b5e0e5be5296ec67c842b93b74&tab core& cview 0 Specific questions should be sent to the address listed at the FBO.gov pageabove.America’s Force of Decisive ActionUNCLASSIFIED//FOR OFFICIAL USE ONLY8
UNCLASSIFIED//FOR OFFICIAL USE ONLYQuestions?America’s Force of Decisive ActionUNCLASSIFIED//FOR OFFICIAL USE ONLY9
The Army Enterprise Service Desk (AESD)- Reach and Importance The Army Enterprise Service Desk (AESD) provides a single point of contact for all DoDIN-A (Department of Defense Information Network- Army) IT service requests, incidents and inquiries. The AESD provides 24/7/
