UNCLASSIFIED NECC User Support Individual and Staff Training Working Group 24 August 2009 Gary Chiaverotti USJFCOM J88/JCCD Development and DOTMLPF branch Worldwide Joint Training and Scheduling Conference

UNCLASSIFIED Agenda –JC2 Training Management Issue update CJCSI C2 CPM Collaboration data call –NECC User Support Product development process Product demonstration Product Assessment UNCLASSIFIED

3 Issue : No joint organization assigned responsibility for managing JC2 training. Related issue: , Joint Staff Officer Training. Discussion: Transition from Global Command and Control (GCCS) Family of Systems to Net-Enabled Command Capability (NECC) offers opportunity for effective and efficient training delivery to individual warfighters worldwide based on a joint standards-based foundation. NECC provides a single, joint architecture to establish a common environment for warfighters at all levels of JC2 in which both systems and functional training curricula can be re-used and tailored to warfighter needs. NECC material developers will provide appropriate individual functional training packages for each NECC capability module produced. Current GCCS-Joint Single Service Training Manager model doesn’t provide authority and resources to ensure NECC-related training packages are effective, standardized, entered into extant joint curricula, and distributed to Services and Agencies for re-use. Endstate: A joint command and control training management organization with the necessary authority and resources codified by a CJCSI, in-place and functioning. POA&M: Standup a stakeholders’ forum to research and assess need, responsibility, authorities, and resourcing. Provide a POA&M. Revise CJCSI B. Lead warfighter engagement at Global Command and Control (GCC) Training Working Group (TWG) quarterly meetings. OPR: USJFCOM J8; OCRs: JS J-7, JS J-3 Joint Command and Control (JC2) Training Management SEP 08 Brief WJTSC JUL 08 CJCSI signed TM Org established JAN 10 Informal CJCSI staffing process begun AUG 08 IPR- Draft CJCSI Brief GCC TWG Begin Formal CJCSI Staffing Process Brief C2 TWG OCT 08 MAR 09 OCT 09 Brief WJTSC Brief C2 TWG FEB 09 JUL 09 AUG 09 Brief WJTSC Brief C2 TWG JUL 09

UNCLASSIFIED 4 C2 CPM Collaboration Data Call Background –2008 GDF provided specific guidance concerning policy and training for collaboration –Recent C2 SWarF prioritized collaboration as the #2 capability category to be worked by the C2 CPM in the POM 12 cycle Purpose To gather feedback from CCDRs, Services, and ASD NII on current initiatives for training and funding for collaboration activities meeting the intent of the GDF and to solicit collaboration issues from the C/S/As to be worked in the POM 12 cycle. Method 8 questions concerning POM 10 activities and POM 12 issues to be addressed

UNCLASSIFIED 5 C2 CPM Collaboration Data Call JCCD Response Submitted in POM 10-NECC JPMO training products To be addressed in POM 12 –Security policy and guidance –C2 training management –GCCS-J program training capabilities –Force management –Use of authoritative data bases

UNCLASSIFIED 6 So, what is NECC User Support and why should I care? NECC User Support: An integrated environment that is available to and easily accessible by each NECC user and is structured to provide immediate, individualized access to the full range of information, software, guidance, advice and assistance, data, images, tools, and assessment and monitoring systems to permit job performance with minimal support and intervention by others. Gold standard: operational and training capabilities are one-and-the-same Supports the DOD and CJCS guidance, and USJFCOM Commander’s C2 Vision

UNCLASSIFIED 7 Business Process Models (BPMs) Derived from CDP 16 requirements Provide detail needed by system engineers Defines services needed to conduct business process BPM: Provide User Support - USP 1 User Support Content Management - USP 2 Problem Resolution - USP 3 Collaboration - USP 4 Perform Search Result in development of services and functionalities System training (NECC CDD KPP 3) Training support (NECC CDD KSA 3)

8 O Provide User Support User Done with Problem User Has Problem User Search Service Desk All Knowledge Repositories Knowledge Base EPSS Social Media JKDDC User Generates Trouble Ticket X Yes No Continue Search? User O O User Contacts Tech Who generates Trouble Ticket? Tech Generates Trouble Ticket User Who searches for solution? X No Yes Problem Resolved? Tech Finds Solution Tech Resolves Problem User Resolves Problem JTOCC Tech O Content Provider Tech Updates Knowledge Base User Tech Who Resolves Problem ? Inform User Trouble Ticket Phone Call, , or Chat Content Provider Processes X User Provides Feedback Utility Service: Search Utility Service: Update User Updates Knowledge Base Phone Call, , or Chat Utility Service: Trouble Ticket Submission

UNCLASSIFIED 9 Questions or Comments prior to passing the baton to the NECC JPMO?

10 Mike Thorpe DISA, NECC JPMO Technical Operations and Support August 2009 NECC User Support Architecture Framework A Combat Support Agency Defense Information Systems Agency

11 Agenda A Combat Support Agency NECC FY08 Training Assessment NECC FY09 Training Development NECC Training Tools Virtual Service Desk (VSD) Electronic Performance Support System (EPSS) Distributed Learning (DL) Preparation for End-to-End

12 Training Evolution Leverage legacy GCCS FoS training content Identify training content suitable for NECC migration Develop Embedded training tools Produce SCORM® conformant Distributed Learning content Evolving T2, Live- Virtual-Constructive collective capabilities Interface to LVC data sources; TENA, HLA, DIS, TTRs Development of fully embedded individual & collective training support Support of Range of Military Operations (ROMO) & Joint, Interagency, Intergovernmental, and Multinational (JIIM) exercises Operational Stage 3 Baseline GCCS FoS Stage 1 Embedded / DL Stage 2 Live-Virtual-Constructive

13 FY08 Training Assessment Points* Training was only lecture format vs. practical. Not enough time allocated for training. Users wanted practical exercises to become familiar with CMs. No comparison provided to allow the student to jump from present C3/C4I systems to a net-centric concept. Functional architecture was presented without benefit of defining or explaining it. No legend or data dictionary to explain the myriad of acronyms, abbreviations, and brevity codes through the training packages. * Taken from ATEC Capability Module Assessment Report (CMAR) report dated 29 September 2008.

14 FY09 Training Development Taking a blended approach to providing net-enabled training: Development of Instructor Lead Training for End-to-End September 14-15, 2009 Providing robust DL Pre-Req courseware distributed on JKDDC. Developing a virtual service portal for on-demand support Providing embedded documentation and downloadable content

15 Web-based user portal sitting within AKO/JKO framework Direct Single Sign-On to Training resources Trouble Ticket submission to Tier 1 Service Desk CM Overviews & Descriptions Acronyms & Terms database Virtual Service Desk The VSD is a web-based 24x7 accessible capability which provides NECC users a single point of entry to access NECC information and self-help utilities.

16 The Electronic Performance Support Service (EPSS) is a web-based document delivery environment intended to standardize the development and distribution of training materials such as:  Software Users Manuals (SUM), System Administrator Manuals (SAM)  Context sensitive help, and embedded training on demand  Task-based flash video vignettes. Functional Tutorials are developed to run in either a watch and learn (observe) mode or a do and learn (take action) mode. Electronic Performance Support System

17

18 July August September VSD NIPR/SIPR Development E2E Prereq training E2E Training Event Execution E2E Event Combined Test Team Event CTT Training Event Execution Capability Training Development NECC Training Key Dates CTT Tester Training – Aug E2E Prerequisite training – Sept 1-20 E2E Instructor Lead Training – Sept 21-22

19 Preparation for E2E NECC content available on JKDDC NECC 101 CM Courseware (IAPD) Program of Instruction w/ Instructor Lead Sessions Updated Virtual Service Desk w/support options available On-demand chat with Tier 1 Trouble Ticket Submission FAQs EPSS Revised/Created Training Documents (XML) CM SUM and SAM documentation JPR focused Functional Tutorials

20 Training Product List ARTIFACTDATEVERSIONSTATUS Joint Systems Training Plan (JSTRAP) 02/09V0.0.7Completed and vetted by TRAT EPSS Content Writers Guide 01/09V2.0 Distributed to CPMO’s, added as a Configuration Item (CI) for CM. Guidelines for Creating Functional Tutorials (FTs) 01/09V1.1 Distributed to CPMO’s, added as a Configuration Item (CI) for CM. JKDDC Content Design and Development Guide 04/09V2.0 Official Content Design Guide for JKDDC NECC Style Guide w/ Templates 04/09V1.0 Vetted with TRAT, testing with JKDDC for FY09 use. Documents are uploaded to Training Documents folder on:

21 Next Steps Getting the Word Out: Briefing at the GCC TWG quarterly meetings since 07’ Briefing at the WJTSC since 08’ NECC DL Courseware Upload FY09 CM courses and updated NECC 101 VSD FY09 Will collect FY09 CM content Will be utilized for End-to-End testing events Continue SE Process for User Support CM Integrate Virtual Service Desk (VSD) and EPSS designs Support NECC Developmental Tests (DT) Prototyping and E2E Test Activities CTT – August E2E – Sept 21-25

22 Virtual Service Desk & EPSS Capabilities Video & Demo

UNCLASSIFIED 23 Questions or Comments for either JCCD or NECC JPMO?

UNCLASSIFIED 24 Backup slides

UNCLASSIFIED 25 JCCD POC’s Tangie General Analyst DOTMLPF Branch USJFCOM J88/JCCD Gary Chiaverotti Analyst DOTMLPF Branch USJFCOM J88/JCCD Bob Schloss Branch Chief DOTMLPF Branch USJFCOM J88/JCCD

26 NECC JPMO POC’s Paul Stoskus DISA, NECC JPMO Branch Chief, Technical Operations & Support (703) Ray Engblom DISA NECC JPMO Technical Operations and Support Mike Thorpe NECC JPMO Training Contractor (443) x124

UNCLASSIFIED 27 Capability Definition Package 16- System Training and Training Support KPP 3 and KSA 3 describe system training and training support attributes to be developed as part of the materiel solution acquisition life-cycle as: An integral part of the acquisition process, end-to-end Net-enabled, providing access to available training at any time from any location Compliant and interoperable with the Training Transformation (T2) pillars: - The Joint Knowledge Development and Distribution Capability (JKDDC) - The Joint National Training Capability (JNTC) - Joint Assessment and Enabling Capability (JAEC) Dynamic and responsive to changing needs Able to switch between real-world/real-time and training modes with a single definitive action to allow the use of operational NECC applications, databases, and services for training Capable of comprehensive after-action reporting Linked to the DoD readiness system Usable for mission rehearsal and adaptive planning

UNCLASSIFIED 28 User Developer Draft Content Posted in FDCE Working Folder USP 1 – User Support Content Management Developer Review, Posts in FDCE Controlled Artifacts Folder, & Sends to JPMO Build Manager Developer R4eceives Approval from JPMO Content Accepted by JPMO Document moved to JPMO Configuration Mgmt Repository (SVN) & Ready For Use JPMO/JTOCC JPMO Receives Developer Content JPMO Reviews & Coordinates Updates with Developer Content Acknowledged by JPMO Configuration Management Developer Configuration Mgmt Changes Filename to “Final”, Posts in CM Folder, & Sends to JPMO Configuration Mgmt Send Content To EPSS Editor Review, Convert, Test, & Approve Content Categorize/ Filter Content Display Content Track Utilization Store in KB Repositories Store in Search Index Store in Metadata Store in Collaboration Repositories Store in EPSS Repositories Submit Content Content Type? KB Editor Receives Content Social Media Editor Receives Content Review, Test, & Approve Content No KB Social Media Review, Test, & Approve Content Yes Approved? EPSS Editor Receives Final Content “Pull” User Receives Notification to Resubmit Content JTOCC Receives Final Content “Pull” Display Content “Push” No Yes Developer’s Boot Camp? Boot Camp Developer Submits Content Entity Service: Data Stores Display Service Archive Content *** Reference FDCE & Piloting SOPs Utility Service: Content Mgmt Utility Service: Subscription Register for Notifications Subscribe? No Yes Loading of New Conf Managed Item (Static Content) Utility Service: Update Dynamic Content

UNCLASSIFIED 29 O Phone Exchange Phone Call for Problem with User Exchange for Problem with User Submit Trouble Ticket User Experiences Problem Check Status Of Trouble Ticket via + USP 2 – Problem Resolution External Service Desk Resolution Process + Problem Resolved? Type of request ? O Yes No User Service Desk O Manage Trouble Ticket Phone Exchange Phone Call with Service Desk Personnel Exchange with Service Desk Personnel Voice Portal (VSD) Exchange Chat Messages with User Exchange Chat Messages w/ Service Desk Ask Questions/ Track Trouble Ticket via Portal Chat Portal (VSD) Check Status Of Trouble Ticket via Phone User Problem Resolved Service Desk Resolves Problem / Closes Trouble Ticket Service Desk Receives Problem Notification User Submits Trouble Ticket via Portal O User submits Trouble Ticket ? No Yes Utility Service: Trouble Ticket Portal User updates KB with solution Utility Service: Chat Utility Service: Trouble Ticket Submission Tech updates KB with solution Utility Service: Update

UNCLASSIFIED 30 User with Service Desk User with User Chat Forums Wikis Blogs Forums Social Media Used O O O User Resolved Problem ? USP 3 - Collaboration Yes No O Continue Collaboration ? Yes How does user collaborate ? No Phone Utility Service: Chat Providing a telephone capability is not part of NECC. The activity is the use of a phone to collaborate. Phone FAQs Utility Service: Collaboration

UNCLASSIFIED 31 Search Form Discover Data Yes No Continue Search ? Yes Retrieve Data Filter Data Display Search Results Yes Data Found ? USP 4 – Perform Search O Conduct Simple Search Conduct Advanced Search Filter OO O No O Filter Data ? No User Search Knowledge Base Search JKDDC Search Social Media Search EPSS Search All Repositories Search Type ? Utility Service: Search Service Utility Service: Display Utility Service: Repository Search