New Administrator Orientation

IT Division 1 AUG 2013

Information Technology Division

Intro / Agenda

Mission and Vision Service Offerings Getting Help

Information Technology Division

Mission & Vision

Our mission: To provide leading edge Information Technology Systems supporting our schools and business processes with secure enterprise-wide computer resources in support of the DoDDS Europe and DoDEA School Systems. Our vision: To be the leader in IT services and capabilities which are reliable, scalable, standardized, and secure.

Information Technology Division

Customer Support Services

Customer Support & Assistance Trouble Ticket Support via AT/ET Escalations Problem Escalation Management BlackBoard Support Apple/MAC Support Outage Notifications Warranty Management VTC Telepresence Support Enterprise Software & Imaging Account Management Account Creation/Deletion/Unlock/Reset Contractor Service Liaison Lead ATs and on-site ATs System Administration Home and Common Drive Management Server Applications Printer/Peripheral Management Backup Retrievals/Restorations
Information Technology Division

Telepresence Support Services

Note: Skype, Vonage, MagicJack, etc. are not allowed.

Information Technology Division

New ITSS Contract

New IT Support Services (ITSS) contract started APR 2013! New contract brings an increased level of support by local Administrative Technicians (ATs):
Returns old AT concept at the school level; focus is one-stop stopping for IT support services Locally empowered technicians to ensure problems are corrected at the lowest level Local management of user accounts and emails Increased local support for software updates Local support for server and network issues Full cradle to grave hardware warranty support to ensure the quickest possible return to service Increased communication flow to all stakeholders

Information Technology Division

Network Circuits
With few exceptions, all sites have upgraded data circuits! Most sites standardized on 100 MBps data circuits, to replace older (smaller) data paths
Ensure faster access to internet-based resources, i.e., Aspen Reliability is baked in since circuits connect through a Cloud

Remaining sites underway, completion NLT SEP 2013 Lakenheath DSO AAOT

Information Technology Division

Wireless
Project began in early 2011 Supports 21st century school design Supports the 1:1 laptop project Enhances future mobility

With few exceptions, all schools have wireless installed! Wireless is only for Government equipment
Personally-owned devices cant be added to the wireless DoD doesnt allow for guest access

Initiated a password change for all devices over Summer 2013

Need to ensure close-hold control of connection password, to prevent rogue devices from connecting to the network

Remaining sites underway, completion NLT SEP 2013

Turkey Bahrain AAOT
Information Technology Division

Information Assurance

Definition: Manage computing risks! Services:

Risk Mitigation Planning Computer Incident Reporting Inappropriate Use Investigations Account Tracking and Authorization Account Aging and Deletion Tracking Web Filter Modifications (see next slide)

Information Technology Division

Internet Filtering Requests

IT Division is not the DECIDER only the PROCESSOR! Steps the User should take: 1. Obtain the DoDDS-E Internet Filter Action Form. 2. Submit request through local Principal in writing. 3. Principal makes determination based on validity. 4. Original requestor submits a Service Desk Request with a Subject Title "Internet Block/Unblock Request.

Requests processed normally within 3 business days. For the SOP and forms, see the website below: https://int.eu.ds.dodea.edu/it/internet_filtering.html

Information Technology Division

School-Level Account Management

Definition: a website to unlock network accounts and reset passwords. URL: https://int.eu.ds.dodea.edu/SM Level of management based on account type: Unlock Student accounts All faculty, ETs, ATs Reset Student Passwords ETs, ATs and designees Unlock Faculty/Admin Accounts ETs, ATs and designees Designees assigned by Principal via Service Desk ticket User Responsibility: report any suspected malicious or unusual activity related to account access.

Information Technology Division

Risk Assessment Planner (RAP)

Definition: a website to create/manage school trips and events. URL https://rap.eu.ds.dodea.edu/ Users: Trip Planners, Principals, School Bus Offices (SBO), District Safety and Security Officers (DSSO), District Superintendent Offices (DSO), Garrisons, Command Officials, and Event Managers. Designed to meet Force Protection (FP) Requirements. Each DSSO is the primary POC/Liaison for all RAP issues.

Information Technology Division

VPN/Remote Access

Virtual Private Network (VPN) allows employees to access the internal DoDDS-E Network drives from external networks (i.e. network data from home). Users requiring VPN access must use a DoDDS-E computer (Government computer). Contact your local AT to open a ticket for access.

Information Technology Division

Obtaining IT Resources

The Information Technologies Requirements Analysis (ITRA) website contains listings of IT-approved equipment (printers, SMART boards, etc.) available for purchase.

Cameras, camcorders, and associated memory cards and accessories no longer require an ITRA request. IT equipment purchases can be funded or unfunded requests. Before purchasing any IT equipment, an ITRA form must be submitted for approval.

Steps to submit an ITRA request:

1. Visit the ITRA https://int.eu.ds.dodea.edu/itra/ 2. Identify the required equipment. 3. Send a digital copy of the completed ITRA form to the ITRA Mailbox at: ITRA@eu.dodea.edu

Note a policy revision to streamline the process is currently pending HQ approval.

Information Technology Division

Adding Network/Power Drops

Contact your DSO Facility Engineer with any requirements to place additional Local Area Network (LAN) or electrical power drops. IT stands ready to help our friends in Facilities

Information Technology Division

If you need help, it all starts with a SERVICE DESK TICKET!

You may submit a service desk request in 3 ways:
1. 2. 3.

Click the Service Desk icon on your desktop. Use the web URL: http://servicedesk/ Call your local AT, or the District CSL for assistance.

Information Technology Division

Points of Contact Area IT

IT Division Chief: Justin Landes 334-2776

Strategy, Policy, Architecture, Partnering

Customer Support: Marcus Garrett 334-2965

Service Desk, Account Management, Software Delivery

Infrastructure Operations: Jeff Oldenettel 334-2692

Network Connections, Wireless, Server Administration

Information Assurance: Greg Surber 334-2462

Security Risks, Incident Investigations, Web Filtering

Information Technology Division

Points of Contact - Districts

Customer Support Liaisons (CSL):

Bavaria: Vincent Robinson 468-7434 Isles: Joe Weed 226-7346 Kaiserslautern: Jeff Rust 489-5931 Mediterranean: Thom Deane 634-8601

Information Assurance Officers (IAO):

Bavaria: Miles Gore 468-7435 Isles: Seth Butler 226-7240 Kaiserslautern: Isaiah Bellais 334-2898 Mediterranean: Early Wheeler 634-8158

Information Technology Division