Concept of Operations Template

CONCEPT OF OPERATIONS

LightHouse

______Program Manager Date:

______Project Manager Date:

______Staff Engineer Date:

of 7 Record of Reviews and Changes

Chan ge ID or CI Date Date Com # Reviewed Approved ment Signature

of 7 TABLE OF CONTENTS

1. Scope...... 4 1.1. Identification...... 4 1.2. Document security...... 4 1.3. System security...... 4 2. Current system or situation...... 4 2.1. Background, objectives, and scope...... 4 2.2. Operational policies and constraints...... 4 2.3. Description of current system or situation...... 4 2.4. Users or affected personnel...... 5 2.5. Support concept...... 5 3. Analysis of the proposed system...... 5 3.1. Summary of advantages...... 5 3.2. Summary of disadvantages or limitations...... 5 3.3. Alternatives and trade-offs considered...... 5 3.4. Support concept...... 5 3.5. Operational scenarios...... 5 4. Summary of impacts...... 6 4.1. Operational impacts...... 6 4.2. Impacts during development...... 6 5. Hardware and Software...... 6 6. Notes...... 6

of 7 1. Scope The scope of this CONOPS covers the development and fielding of the LIGHTHOUSE information system. This includes acquisition, development, testing, security assessment and authorization (A&A) and operations and maintenance (O&M)

1.1. Identification System Name: LightHouse System Unique ID: LTH System Version: 1

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 tentative 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 LightHouse 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. The system is government developed, owned and operated by either government employees or government contractors.

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

of 7 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. System Personnel

3.1 System Owner

System Owner Sandy Miller Title Help Desk Manager Phone Number 555-3434 Email [email protected]

3.2 Authorizing Official (AO)

AO Name Clarissa Dalloway Title CIO Phone Number 555-6567 Email [email protected]

3.3 Information System Security Officer (ISSO)

ISSO Name TBD Title Phone Number Email

of 7 4. Analysis of the proposed system

4.1. 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.

4.2. 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.

4.3. 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.

4.4. 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.

4.5. 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.

5. Summary of impacts

5.1. Operational impacts The impact of implementing the LIGHTHOUSE 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.

5.2. 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

of 7 6. Hardware and Software System will be using the following hardware.

Hardware Manufacturer Model Name IP Address Dell Poweredge R220 Lighthouse 10.10.10.87/88 Dell Poweredge R220 Infobase 10.10.10.55/56

The system will be using the following software. Software Manufacturer Application & Version System Role Microsoft Server 2012 All Server OS Microsoft SQL Database 2014 Infobase Database Microsoft IIS 8 Lighthouse Webserver

7. System Location The system will be developed, operated ad maintained in the following location.

Address 1234 N Glebe Rd #200, Arlington, VA 22201 Floor 7 Room Datacenter

8. Notes The system will be located in the DSM Data Center and supported by DSM IT staff. The Data Center is currently authorized to process up to data classified as personal identifiable information (PII). The current ATO expires January 12, 2017.

The system contains no subsystems.

The system will follow prescribed DSM connection rules and establish all external communications only after approval from the configuration management board (CMB) and network team.

The system does not contain any sensitive information including PII, therefore encryption will not be used.

The system will be operated and maintained by DSM staff and contractors that have appropriate background checks. This system will be composed of entirely Government owned equipment and software.

Any and all incident response considerations and processes will be handled by the DSM security operation center (SOC)