DISTRIBUTION A: Approved for public release; distribution unlimited (30NOV2022)
What is the Navy Enterprise Service Desk (NESD)? The NESD is an information technology (IT) efficiency effort
commissioned by the Deputy Department of the Navy Chief Information Officer (DDCIO(N)) (N2/N6) to consolidate Tier
1 IT help desks, programs, and systems across the Navy into a central service desk. This initiative transforms support
from a human-centered, subject matter expert (SME)-based business model to a knowledge-based solution. The
consolidation supports priorities to:
• Achieve cost, operational, and information management efficiencies for program office and system owners;
• Improve cyber security posture for service desk support; and
• Enhance the requestor experience for Sailors and Marines both afloat and ashore by increasing timeliness and
quality of issue resolution 24/7/365.
How do I contact the NESD for program-related questions? Program-related questions can be sent to
NESDNO[email protected]avy.mil.
Help desks, programs, and systems to be consolidated into the NESD will receive additional
avenues for requesting support during the consolidation process.
Who oversees the NESD program? The Program Executive Office Digital and Enterprise Services (PEO Digital) oversees
the NESD program.
Who runs NESD on a daily basis? The current Managed Service Provider (MSP) for the NESD is Naval Information
Warfare Center (NIWC) Atlantic (LANT) and General Dynamics Information Technology (GDIT). The NESD is still in the
process of shifting support from NIWC LANT to GDIT.
When will the NESD reach Full Operational Capability (FOC)? NESD will reach FOC, when NESD consolidates all 90+
mission funded help desks, programs, and systems.
How do I find out if my help desk, program, or system will be consolidated? To find out if your help desk, program, or
system will be consolidated into the NESD, please contact NESDNOW@us.navy.mil
.
What efficiencies does NESD provide to the Navy? The NESD provides:
• Cloud-based IT Service Management (ITSM) to support all service desk tiers throughout the Navy;
• Automated Call Distribution (ACD) with Interactive Voice Response (IVR) to precisely identify issues and route
them to the proper support tier;
• Knowledge Management (KM) Automation, Artificial Intelligence (AI), Machine Learning (ML), and Natural
Language Processing (NLP) to learn with each service desk response;
• Self-Service (Tier 0) to guide requestors to resolve issues on their own prior to engaging a service desk agent;
• Multiple communication channels (e.g., phone, email, chat, and web form) to enable requestor self-sufficiency;
• Common metrics, reports, and dashboards to improve visibility into trends and ability to perform data analysis;
and
• A virtual, AI, Tier 1 agent capable of searching the knowledge base for resolutions, creating a ticket,
troubleshooting, and escalating issues, if necessary with the intent to resolve more issues without the
involvement of a live agent.
Will the NESD support high side requirements? Yes, NESD will support SIPR requirements.
NESD Program FAQs
DISTRIBUTION A: Approved for public release; distribution unlimited (30NOV2022)
How can I contact the NESD prior to consolidation? Please email the NESD program at NESD[email protected]avy.mil and a
Consolidation Team member will contact you.
If my help desk, program, or system is not currently scheduled, can we still join NESD? Please email the NESD program
at NESDNOW@us.navy.mil and a Consolidation Team member will contact you.
How long is the consolidation process? The consolidation process can take approximately 4-12 months depending on
the complexity of the help desk, program, or system; availability of standard operating procedures, documentation,
existing service management tracking process/procedures, and customer support data; and availability of Subject
Matter Experts (SMEs). The Consolidation Team will work with the help desk, program, or system to develop a plan of
actions & milestones (POA&M).
What is expected of my help desk, program, or system during consolidation into NESD? Contact the NESD program at
NESDNO[email protected]avy.mil
for details on the consolidation process.
Will my help desk, program, or system receive funding to support the consolidation into NESD? Funding will not be
provided to support the consolidation of your help desk, program or system into the NESD. Help desk, program, or
system tasks associated with consolidation into NESD should be planned for under existing funding. Both the
consolidating help desk, program, or system and NESD have roles and responsibilities that should be covered within
their own funding lines. Non-mission funded programs are expected to fully fund consolidations as well.
How does the NESD define help desks, programs, and systems? Help desks are support functions assigned to a program
and designed to assist in the resolution of requestor issues with a system. There can be multiple systems associated with
a single program of record. A single system can have multiple applications or versions of the system.
What are the definitions of the NESD activity key terms?
NESD Activity Key Terms
Term Definition
Consolidation
Bringing new organizations into NESD (pre-migration)
Migration
Getting the organization’s information and workload into NESD
Build Out
Moving operating environments from Impact Level (IL) 2 to 4 or from NIPR to
SIPR
NESD Consolidation FAQs
DISTRIBUTION A: Approved for public release; distribution unlimited (30NOV2022)
What are the service desk tier levels?
Service Desk Tier Levels
Tier
Definition
Tier 0
Requestors are able to find resolutions for incidents and submit service requests, if no
resolutions are available, via a self-service system. Only the requestor is involved and no
other human intervention is required.
Tier 1
Agents register and classify received incidents, offer/extend services, and undertake an
immediate effort to restore a failed IT service using the knowledge base. If a solution does
not exist within the knowledge base and the agent cannot achieve an ad-hoc solution, the
agent will escalate the incident to Tier 2. Agents also process service requests.
Tier 2
Agents, who have greater technical skills and elevated permissions than Tier 1 agents, to
solve specific problems. NESD requires routing all unresolved Tier 1 requests to Tier 2
support.
Tier 3
SMEs provide specialized support for more complex issues.
Tier 4
External organizations (e.g., software vendor or manufacturer) provide support.
DISTRIBUTION A: Approved for public release; distribution unlimited (30NOV2022)
What is Amelia? Amelia is conversational artificial intelligence (AI) acting as a Tier 1 agent via NESD phone and chat
channels to provide virtual support. Unlike a normal bot, Amelia listens and interacts with users by reading natural
language, understanding context, applying logic, inferring implications, and sensing emotions. These inputs are then
interpreted to determine its meaning and provide results.
What are Amelia’s capabilities? Amelia can search NESD’s ticket system for a knowledge article to assist users in
resolving their own ticket, create a ticket, troubleshoot, and escalate issues, if necessary.
What benefits does Amelia provide? Amelia allows users to receive support faster. Instead of waiting on the phone or
in a chat queue, Amelia will provide users with knowledge articles to resolve their own issue or create tickets for users
and escalate them to the appropriate tier group to be resolved.
When is Amelia launching? Amelia will be released in Summer 2023. While Amelia’s capabilities will be available to all
NESD programs upon her release, her assistance will be determined on whether she is able to find applicable knowledge
in the knowledge base to resolve user’s issues. If Amelia is unable to locate an applicable knowledge article that is
helpful in resolving a user’s issue, she will escalate the issue to a live Tier 1 agent.
The initial knowledge base will be comprised of program-specific knowledge articles. Selected programs participated in a
pilot effort where their NESD Business Relationship Managers (BRMs) and the MSP, General Dynamics Information
Technology (GDIT), helped develop program-specific knowledge articles by conducting extensive working sessions and
programming. Amelia relies on designed workflows to understand user intent. Amelia then identifies terminology to
generate comprehensive knowledge articles making Amelia a robust virtual agent.
What’s in Amelia’s future? Throughout the lifecycle of the program, Amelia will continuously mature and integrate with
other systems in order to resolve user’s issues without the need for Tier 1 or Tier 2 intervention, where feasible, by
providing Government-approved knowledge articles (i.e., account unlocks and other repeatable workflows within Navy
systems).
Why use Amelia? Amelia is cited as offering market-leading conversational AI and AI for information technology (IT)
operations (AIOps) solutions by various third-party industry analyst firms.
Amelia FAQs
DISTRIBUTION A: Approved for public release; distribution unlimited (30NOV2022)
DISTRIBUTION A: Approved for public release; distribution unlimited (30NOV2022)
What is Nautilus? Nautilus holistically provides a high-quality user experience through both physical and virtual access
points anywhere, anytime, from any device, using highly automated, operational, and sustainment services delivered via
a zero-trust (ZT) platform. Nautilus moves the Navy away from legacy computing to a high performing, flexible, and
secure platform – focused on mission.
What is Flank Speed? Flank Speed is a permanent, single Navy enterprise solution for daily work, offering a secure
environment for collaboration, cloud storage for files and documents, and Microsoft Office 365 (M365) productivity
tools.
What is a Nautilus Endpoint (NEP) Device? A NEP device is a physical laptop or desktop that is fully cloud managed,
Flank Speed integrated, and secured via ZT. All Navy Marine Corps Intranet (NMCI) and Outside the Continental U.S.
(OCONUS) Navy Enterprise Network (ONENet) devices will eventually be converted to NEPs.
What is a Nautilus Virtual D
esktop (NVD)? NVD is a Flank Speed service enabling users to access a cloud-based virtual
workstation. NVD support is currently routed through the NMCI help desk.
Why is the Navy moving to Nautilus? The Navy is modernizing its networks and moving to a more secure, ZT-based
environment in the cloud, delivering high performance while increasing security, resiliency, and flexibility. Navy missions
are highly dynamic and ever changing, so our computing environment must be able to support these missions anywhere,
anytime.
When will I be converted or receive a NEP device? Your Contract Technical Representative (CTR) or Assistant Contract
Technical Representative (ACTR) will notify you when your device will be converted. The target goal is to convert all
devices by the end of 2025.
Who do I contact if I have an issue with Nautilus?
NEP devices (laptops/desktops) will be supported by the Navy Enterprise Service Desk (NESD):
Visit www.nesdnow.navy.mil and click the GET HELP widget (preferred method)
Call 1-833-NESDNOW (637-3669)
Email nesd@nesd-mail.onbmc.mil
For all other devices (mobile/NVD), please continue to contact your network service desk provider:
Your Local Service Desk:
Contact the service desk or technical
POC of the network that your
computer is a member of
For Flank Speed issues
1-866-843-6624
SharePoint Online (SPO):
For any general Flank Speed SPO
issues or questions
ONENet Far East:
DSN: 315-243-3883
Comm: 011-81-816-3883
servicedesk@fe.navy.mil
DSN: 314-626-4357
Comm: 39-081-568-4357
ONENet Middle East:
DSN: 318-439-6287
Comm: 011-973-1785-6287
servicedesk@me.navy.mil
Nautilus FAQs