CONCEPT OF OPERATIONS TEMPLATE

FOR

LIFEGUARD

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Program Manager Date:

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Project ManagerDate:

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Staff EngineerDate:

Record of Reviews and Changes
Change ID or CI # / Date
Reviewed / Date Approved / Comment / Signature

TABLE OF CONTENTS

1.Scope

1.1.Identification

1.2.Document security

1.3.System security

2.Current system or situation

2.1.Background, objectives, and scope

2.2.Operational policies and constraints

2.3.Description of current system or situation

2.4.Users or affected personnel

2.5.Support concept

3.Analysis of the proposed system

3.1.Summary of advantages

3.2.Summary of disadvantages or limitations

3.3.Alternatives and trade-offs considered

3.4.Support concept

3.5.Operational scenarios

4.Summary of impacts

4.1.Operational impacts

4.2.Impacts during development

5.Notes

1.Scope

The scope of this CONOPS covers the development and fielding of the LIFEGUARD information system. This includes acquisition, development, testing, security assessment and authorization (A&A) and operations and maintenance (O&M)

1.1.Identification

System Name: Lifeguard

System Unique ID: TBD

1.2.Document security

This document Unclassified but considered for official use only (FOUO) as it contains unique system information about a system developed for the United States Government.

1.3.System security

The system will not house classified information and has a security classification of Low.

2.Current system or situation

2.1.Background, objectives, and scope

The system is currently under development and will be developed following DSM program management principles.

The Lifeguard system is an enterprise helpdesk support system that will assist helpdesk analysts in rapidly determining root causes for system errors. It will serve as a knowledge database that can be queried for specific information relating to information system malfunctions.

The system will also house basic user and information system component information that can be used to track errors and determine trending faults as early as possible. This inventory will focus on and users and the devices that they use to accomplish the organizations mission.

The system is not intended to interface with the general public or be accessed via the Internet.

2.2.Operational policies and constraints

The system will be developed, operated and maintained in accordance with applicable laws, DSM standards, policies and guidelines.

2.3.Description of current system or situation

  • Currently the system is in development. Once complete the system will offer access to help desk informational topics and system information to assist help desk analysts in quickly identifying and resolving system misconfigurations and in identifying training opportunities to further the user knowledgebase.

2.4.Users or affected personnel

The users impacted directly by this system are help desk analysts and help desk leadership. The general IT user base is also impacted by a successful deployment of this system.

2.5.Support concept

The system will be supported directly by DSM system administrators, database administrators and help desk analysts. Secondary support will be offered by the software development team and the software vendors.

3.Analysis of the proposed system

3.1.Summary of advantages

This system will allow the rapid resolution of help desk calls. Additionally failure and training trends can be identified and resolved early. The intent of the system is one contact resolution of customer calls.

3.2.Summary of disadvantages or limitations

Initially the system will be limited to IT staff to ensure compliance and usability prior to a full roll out to the entire organization. After the initial fielding the system will be made available to assist all help desk analysts with all user calls. The system will be limited to access only by help desk analysts and support staff. The system will only be available during normal help desk hours.

3.3.Alternatives and trade-offs considered

An outsources help desk tool was considered but in evaluations of current offerings made available to the evaluation team none met the base requirements of this concept.

3.4.Support concept

This paragraph shall provide an overview of the support concept for the new or modified system, including, as applicable, support agencies; training; facilities; equipment; support software; repair or replacement criteria; maintenance levels and cycles; and storage, distribution, and supply methods; and needed customer involvement such as Joint Application Design (JAD) sessions, and testing.

3.5.Operational scenarios

This paragraph shall describe one or more operational scenarios that illustrate the role of the new or modified system, its interaction with users, its interface to other systems, and all states or modes identified for the system. The scenarios shall include events, actions, stimuli, information, interactions, etc., as applicable. Reference may be made to other media, such as videos, to provide part or all of this information.

4.Summary of impacts

4.1.Operational impacts

The impact of implementing the LIFEGUARD system will result in faster resolution of help desk calls and the early identification of trends such as hardware failure and user training opportunities. The goal of the program in first call resolution of user problems.

4.2.Impacts during development

During development some help desk analysts may be asked o participate in user acceptance testing to ensure the system is functioning as conceptualized. This may cause an impact on current help desk operations as staff will be made unavailable for normal duties during this period.

System and Database Administrators may be asked to assist as well, a situation that could cause scheduling conflicts with this group

5.Notes

TBD

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