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UNCLASSIFIED//FOR OFFICIAL USE ONLY
Army Enterprise Service Desk
(AESD)-ARCYBER Convergence:
A Contributing Element in Today’s Defensive Cyber
Operations (DCO)
John J. Price
Project Officer,
Army Enterprise Service Desk (AESD)
Program Executive Office for Enterprise
Information Systems (PEO EIS)
Enterprise Computing (EC)
703-704-3637
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UNCLASSIFIED//FOR OFFICIAL USE ONLY
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 24/7/365 support for over 1.4 million Army customers
globally.
−Enterprise Services Support
• DEE, ECMCS, Mobility, Enterprise Apps
−Provides technology enablers to support more efficient federation operations:
• Self-service Web Portal
• Call Management System
• Ticketing and Knowledge Management
• Workforce Management
AESD IS FIRST LINE OF DEFENSE AGAINST
CYBER ATTACK.
Agents
CONUS
NIPR Site 1
Agents
CONUS
NIPR Site 2
Remote
Agents,
O&M
Support
CONUS
(via VPN)
COCO Data Center 1 CONUS NIPR
Identify
• Asset Mgt
• Storage Mgt
• Vulnerability
Mgt, e.g.,
ACAS
• Colocation
services,
e.g., circuit
termination
point
Protect
• Access Control
• Endpoint Protection
• Network
Authentication
• Firewall Mgt
• DNS services
• Terminal Server
• Network
Configuration Mgt,
e.g., Solarwinds
• Windows and Linux
Authentication
Detect
• Host Based
Security System,
e.g., McAfee
• Security
Information and
Event Mgt, e.g.,
Splunk, ArcSight
• Threat
Intelligence and
Intrusion
Detection
• Testing
Respond
• Patching
• Redundancy
• Backup
• Replication
• Fallover
• COOP/DR
Recover
• Information
Assurance
Vulnerability
Mgt (IAVM)
COCO 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 Mgt
Workforce Mgt
System (WMS)
Call Mgt System
(CMS)
Service Mgt System
(SMS) (Enterprise
Services & Web Portal)
COCO Data
Center 2 CONUS
NIPR
• Replication
• Load
Balancing
GOGO Data
Centers
• CONUS &
OCONUS
• NIPR & SIPR
• Remote
Desktop Mgt
System (RDS)
• Local Services
SMS
• SIPR
Enterprise
Services SMS
AESD FEDERATION: Current AESD-W, AESD-P, and AESD-K Systems Interface View (SV-1)
Agents
CONUS
GOV
NIPR/SIPR
Site
Agents
OCONUS
PAC GOV
NIPR/SIPR
Site
Agents
OCONUS
Korea GOV
NIPR/SIPR
Site
DODIN
AE
SD
-P
AE
SD
-K
AE
SD
-W
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General Note
Sense Understand Decide Act
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UNCLASSIFIED//FOR OFFICIAL USE ONLY
AESD/ARCYBER Converging Effort
Context: The Army Enterprise Service Desk (AESD) converging
effort affects the entire Army’s IT efforts, will lead to operational
efficiencies, and will directly support DoDIN-A operations and
DCO efforts across the Army.
Purpose: Discuss the operational approach for AESD
Convergence, the general timeline, and provide key messages
we may need to express when speaking to other stakeholders in
regards 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 through
NETCOM 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.
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Innovations
• 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 organizational
tier 0
• A workforce management system will inform availability and skills of
personnel
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UNCLASSIFIED//FOR OFFICIAL USE ONLY
ARCYBER Transformation Timeline
CC
IR
End-Users
Tier 3
Tier 2
Tier 3
Tier 2
Tier 3
Tier 2
Human
Sensor
Function
Mission
Command
Function
Service
Desk
Function Theaters
Tier 2 Tier 3
Tier 3 S/W Dev.
Tier 2 ACOM Help Desk
Tier 2 Help Desk
Tier 2
ARCYBER
ACOIC
RCC
Installations
End-Users
Help Desk
LO
GS
A
GIS
A
AM
C
HR
C
…
Help Desk
NEC
Current
State
Dire
ctio
ns/O
rders
AESD-IV Contract Base Period AESD-IV Contract Option Period
1 AESD-IV Contract
Option Period 2
2021 2022 2023 2024 2025 2026 2027 2028 2020 2019 2018
Future
State
Limited Mission
Capability
Nonsta
ndard
CC
IR
Limited
Human
Sensor
Function
Emerging
Mission
Command
Function
New
Dire
ctio
n &
Ord
ers
Full Mission
Capability
Convergence Actions using
Orders Process
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UNCLASSIFIED//FOR OFFICIAL USE ONLY
AESD IV – Public Information
• Request for Information (RFI) was issued 6 April 2018 by Army Contracting
Command-Rock Island (AVV-RI), on behalf of the Army Enterprise Service
Desk (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 information
https://www.fbo.gov/index?s=opportunity&mode=form&id=b44fe2b5e0e5be5
296ec67c842b93b74&tab=core&_cview=0
• Specific questions should be sent to the address listed at the FBO.gov page
above.
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Questions?
