Logistics System Functional Resource Group (LSFRG) LtCol J. L. Myrka Materiel Readiness Officer II Marine Expeditionary Force 16 January 2013

UNCLASSIFIED Background The LSFRG is a construct developed by HQMC (LPC-2) to meet the emerging demands of guiding the functionality and employment and GCSS-MC. The LSFRG is not a “physical” organization in II MEF but will be comprised of three specially trained individuals in each MSC and 10 Intermediate Support Activity personnel that are provided Roles and Responsibilities in GCSS-MC beyond that of a User or the Unit User Account Manager (UUAM) at the Battalion/Squadron level. HQMC envisions that members of the LSFRG will be able to trouble shoot “REMEDY” tickets from users at the Unit level and provide a kind of “Buddy Aide.” The members of the LSFRG will be able to look into the User’s Account, Service Requests, requisitions, and other supply and financial related areas to better understand the problem reported in REMEDY and assist the UUAM/User or endorse and elevate the problem to the SPAWAR Help Desk. UNCLASSIFIED

UNCLASSIFIED Discussion The LSFRG is a naming convention within GCSS-MC but its primary goal is to give existing organizations (MSC) more visibility within the system and enable Marines to better assist. Each MSC would have its own resource group through which issues (via phone, e-mail, or Remedy) can be routed. If the MSC cannot solve it or at least ensure that self-help has been applied (i.e. Knowledge Base and FAQ) it will go to the Intermediate Support Activity (SMU/MISCO). If the ISA cannot remediate it will go to MCLC and the PMO. HQMC desires to have the MSCs engaged and aware of the issues their units are having prior to escalating the REMEDY ticket to the next level. UNCLASSIFIED

Enterprise Level Help Desk UNCLASSIFIED LSFRG Phase 1 1) BATTALION IDENTIFIES A POTENTIAL ISSUE WITH GCSS‐MC MAINTENANCE/SUPPLY/FINANCIAL FUNCTIONALITY AND CONDUCTS SELF HELP ACTIONS TO INCLUDE INITIAL USER TRAINING, THE GCSS‐MC WEB PAGE, KNOWLEDGE BASE, FREQUENTLY ASKED QUESTIONS (FAQ) AND DIRECT SUPPORT FROM UNIT USER ACCOUNT MANAGERS (UUAMS). IF THE ISSUE IS NOT RESOLVED AND IS TECHNICAL IN NATURE IT WILL BE FORWARDED TO THE GCSS‐MC PMO HELP DESK. IF IT IS FUNCTIONAL IN NATURE IT WILL BE ESCALATED TO THE MSC LSFRG. 2) THE MSC LSFRG WILL INVESTIGATE AND ATTEMPT TO RESOLVE AT THEIR LEVEL. IF NOT RESOLVED THE MSC LSFRG MAY OPT TO PASS DIRECTLY TO THE ENTERPRISE HELP DESK OR ESCALATED TO THE INTERMEDIATE SUPPORT ACTIVITY (ISA). 3) THE ISA LSFRG WILL INVESTIGATE AND ATTEMPT TO RESOLVE AT THEIR LEVEL. IF NOT RESOLVED THE ISA LSFRG MAY OPT TO PASS DIRECTLY TO THE ENTERPRISE HELP DESK OR ESCALATED TO MARINE CORPS LOGISTICS COMMAND (MCLC). 4) MCLC WILL INVESTIGATE AND ATTEMPT TO RESOLVE AT THEIR LEVEL. IF NOT RESOLVED MCLC WILL ESCALATE TO THE ENTERPRISE HELP DESK. 5) IF RESOLVED BY THE ENTERPRISE HELP DESK THE APPROPRIATE FAQ AND KNOWLEDGE BASE WILL BE UPDATED. 6) All TECHNICAL ISSUES CAN GO DIRECTLY TO THE ENTERPRISE HELP DESK WHERE THEY WILL BE RESOLVED OR THE SYSTEM CHANGE REQUEST PROCESS WILL BE INITIATED. *IF THE ISSUE CAN BE SOLVED AT ANY PARTICULAR LEVEL IT STOPS AT THAT LEVEL. **TECHNICAL ISSUES CAN BE ADDRESSED TO THE GCSS‐MC PMO HELP DESK DIRECTLY. NOTE – DASHED LINES REPRESENT A DIRECT LINK TO THE ENTERPRISE HELP DESK FOR RESOLUTION OF TECHNICAL ISSUES. 1 2 3 4 5 6** USER Functional Technical Unit MMO/Sup/ UUAM Resolved? YES End NO MSC LSFRG Resolved? YES End NO ISA LSFRG Resolved? YES End NO MCLC LSFRG Resolved? YES End NO Enterprise Help Desk Resolved? Update FAQ/ Knowledge Base YES Resolved? YES End Enterprise Level Help Desk (SPAWAR) Issue Requires a Change Request CR Process Initiated UNCLASSIFIED

Training Establish and Escalate Remedy Tickets What will be trained? Overview of the LSFRG Concept LSFRG Roles/Responsibilities/Functions/Permissions Explanation of incident resolution (SPAWAR) Using Remedy and Internal Knowledgebase (SPAWAR) Establish and Escalate Remedy Tickets Top 10 Functional Helpdesk Calls Creating Sub-Inventories Using the eDesktop (PMO Training) UUAM Class (PMO Training) Helpdesk Issues that require LSFRG Knowledge (PMO) Exporting all members from a resource group GCSS-MC I.E. and Java Console Setups Oracle Self-Help within forms Self Registration Priority Assignment Matrix

LSFRG Roles Foundation Roles for all LSFRG Billet Accounts listed below: GCSS-MC User Management - Query Only GCSS-MC iSupport Requestor GCSS-MC Discoverer Reports User GCSS-MC Discoverer Reports Writer GCSS-MC DBI Customer Support Dashboard User GCSS-MC DBI Depot Repair Dashboard User GCSS-MC DBI Field Service Dashboard User GCSS-MC DBI Inventory / Supply Analyst GCSS-MC DBI Financial Analyst GCSS-MC Document Management Query Only GCSS-MC Retail Item Master Manager Query Only GCSS-MC Financial Inquirer GCSS-MC CV VAL Bills of Material GCSS-MC CV VAL Field Service Manager GCSS-MC CV VAL Inventory GCSS-MC CV VAL Oracle Installed Base User GCSS-MC CV VAL Order Management Super User GCSS-MC CV VAL Purchasing Super User GCSS-MC CV VAL Trading Community GCSS-MC User Account Reviewer Oracle Installed Base User

Personnel for Training

Current LSFRG Structure UNCLASSIFIED Current LSFRG Structure UNCLASSIFIED

Summary The LSFRG is envisioned to provide the MSC with an internal resource that is specially trained and empowered to look down and assist/analyze Remedy Tickets initiated from the Unit level and assist them in remediating their problems in GCSS-MC before elevating to a higher level. Since a large number of support calls are the result of incorrect user settings, misaligned users or their accounts, at a minimum the members of the LSFRG will be able to review User Accounts ensuring they are properly configured. Additional items include the ability to share recent knowledge and guidance, analyze trends and deficiencies in User training or system functionality. Lastly, the MSC LSFRG will be integral in MEF remediation of Trends which will provide input for revision to existing Policies, Training, or System Functionality as well.

Update to FAQ/Knowledge Support Value Chain MRTC Process Change Update to FAQ/Knowledge Base LSFRG as Corpsman Aid MEF Advocate ELEVATE MSC/ISA LSFRG GCSS-MC PMO/SPAWAR Reviews LSFRG Trends System Change USER Unit SME Self Aid Buddy Aid Corpsman Aid Evac to Hospital

UNCLASSIFIED Questions? UNCLASSIFIED