ServiceConnect

General Information

Technologies must be operated and maintained in accordance with Federal and Department security and privacy policies and guidelines. More information on the proper use of the TRM can be found on the TRM Proper Use Tab/Section.

Website:	Go to site
Description:	ServiceConnect is a software that provides online and offline resources for professional service technicians for medical devices from Draeger. The right to use the Service Connect requires a valid contract between Draeger and the users or their organization and is subject to the rights and limitations of that contract. This entry covers the Desktop Edition of this technology and not any mobile versions. Please note that the implementation of mobile technology applications that operate on Mobile Operating Systems must be reviewed and approved by the Mobile Technology and Endpoint Security Engineering Team: https://dvagov.sharepoint.com/sites/OITMT/SitePages/MTHome.aspx The information available through Service Connect is privileged for partners of these contracts with Draeger or Draeger affiliates only. The use of the Service Connect requires a personalized user account and a password. Once a user inputs credentials, they have access to this technology`s modular components which are downloaded on the user`s local computer and require a Windows server connection. Based on the terms of the contract the Service Connect provides various features to support the execution of service on medical devices from Draeger.
Technology/Standard Usage Requirements:	Users must ensure their use of this technology/standard is consistent with VA policies and standards, including, but not limited to, VA Handbooks 6102 and 6500; VA Directives 6004, 6513, and 6517; and National Institute of Standards and Technology (NIST) standards, including Federal Information Processing Standards (FIPS). Users must ensure sensitive data is properly protected in compliance with all VA regulations. Prior to use of this technology, users should check with their supervisor, Information Security Officer (ISO), Facility Chief Information Officer (CIO), or local Office of Information and Technology (OI&T) representative to ensure that all actions are consistent with current VA policies and procedures prior to implementation.
Section 508 Information:	This technology has not been assessed by the Section 508 Office. The Implementer of this technology has the responsibility to ensure the version deployed is 508-compliant. Section 508 compliance may be reviewed by the Section 508 Office and appropriate remedial action required if necessary. For additional information or assistance regarding Section 508, please contact the Section 508 Office at Section508@va.gov.
Decision:	View Decisions

Decision Source:	TRM Mgmt Group
Decision Process:	One-VA TRM v24.7
Decision Date:	07/01/2024 at 19:39:33 UTC
Introduced By:	TRM Request
Vendor Name:	Draeger Medical Inc.

Vendor Release Information

The Vendor Release table provides the known releases for the TRM Technology, obtained from the vendor (or from the release source).

Version	Release Date	Vendor End of Life Date	Vendor Desupport Date
2.x	05/01/2014
3.x	05/04/2015
4.x	04/19/2021

Current Decision Matrix (06/21/2024)

Users must ensure their use of this technology/standard is consistent with VA policies and standards, including, but not limited to, VA Handbooks 6102 and 6500; VA Directives 6004, 6513, and 6517; and National Institute of Standards and Technology (NIST) standards, including Federal Information Processing Standards (FIPS). Users must ensure sensitive data is properly protected in compliance with all VA regulations. Prior to use of this technology, users should check with their supervisor, Information Security Officer (ISO), Facility Chief Information Officer (CIO), or local Office of Information and Technology (OI&T) representative to ensure that all actions are consistent with current VA policies and procedures prior to implementation.

The VA Decision Matrix displays the current and future VA IT position regarding different releases of a TRM entry. These decisions are based upon the best information available as of the most current date. The consumer of this information has the responsibility to consult the organizations responsible for the desktop, testing, and/or production environments to ensure that the target version of the technology will be supported. Any major.minor version that is not listed in the VA Decision Matrix is considered unapproved for use.

Legend:

White	Approved: The technology/standard has been approved for use.
Yellow	Approved w/Constraints: The technology/standard can be used within the specified constraints located below the decision matrix in the footnote[1] and on the General tab.
Gray	Unapproved: This technology or standard can be used only if a POA&M review is conducted and signed by the Authorizing Official Designated Representative (AODR) as designated by the Authorizing Official (AO) or designee and based upon a recommendation from the POA&M Compliance Enforcement, has been granted to the project team or organization that wishes to use the technology.
Orange	Divest: VA has decided to divest itself on the use of the technology/standard. As a result, all projects currently utilizing the technology/standard must plan to eliminate their use of the technology/standard. Additional information on when the entry is projected to become unapproved may be found on the Decision tab for the specific entry.
Black	Prohibited: The technology/standard is not (currently) permitted to be used under any circumstances.
Blue	Planning/Evaluation Constraint:The period of time this technology is currently being evaluated, reviewed, and tested in controlled environments. Use of this technology is strictly controlled and not available for use within the general population. If a customer would like to use this technology, please work with your local or Regional OI&T office and contact the appropriate evaluation office displayed in the notes below the decision matrix. The Local or Regional OI&T office should submit an inquiry to the TRM if they require further assistance or if the evaluating office is not listed in the notes below.

Release/Version Information:

VA decisions for specific versions may include a ‘.x’ wildcard, which denotes a decision that pertains to a range of multiple versions.

For example, a technology approved with a decision for 7.x would cover any version of 7.(Anything) - 7.(Anything). However, a 7.4.x decision would cover any version of 7.4.(Anything), but would not cover any version of 7.5.x or 7.6.x on the TRM.

VA decisions for specific versions may include ‘+’ symbols; which denotes that the decision for the version specified also includes versions greater than what is specified but is not to exceed or affect previous decimal places.

For example, a technology approved with a decision for 12.6.4+ would cover any version that is greater than 12.6.4, but would not exceed the .6 decimal ie: 12.6.401 is ok, 12.6.5 is ok, 12.6.9 is ok, however 12.7.0 or 13.0 is not.

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Release

Q1

Q2

Q3

Q4

Q1

Q2

Q3

Q4

Q1

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2.x

Unapproved

3.x

Unapproved

4.x

Approved w/Constraints
[4, 11, 12, 13]

Decision Constraints


[1]	Projects using this technology must meet Veterans Affairs (VA) Directive 6500 and implement Federal Information Processing Standards (FIPS 199) for all laptop devices and National Institute of Standards and Technology Special Publication 800-53 for all desktop devices when VA sensitive information is involved, or additional mitigating controls must be documented in an approved System Security Plan (SSP) to prevent potential disclosure of PII data. Additionally, projects which interface with external VA partners must have a Memorandum of Understanding and Interconnection Security Agreements (MOU/ISA), which detail the security requirements for users and systems that share information and resources outside of the VA production network.

[2]	As of April 23, 2015, per the Deputy CIO of Architecture, Strategy and Design (ASD), all technologies in use by the VA require an assessment by the VA Section 508 office. Section 508 of the Rehabilitation Act Amendments of 1998 is a federal law that sets the guidelines for technology accessibility. A VA Section 508 assessment of this technology has not been completed at the time of publication. Therefore, as of April 23, 2015 only users of this technology who have deployed the technology to the production environment, or have project design and implementation plans approved, may continue to operate this technology. In the case of a project that has implemented, or been approved for a specific site or number of users, and that project needs to expand operations to other sites or to an increased user base, it may do so as long as the project stays on the existing version of the technology that was approved or implemented as of April 22, 2015. Use of this technology in all other cases is prohibited.

[3]	Veterans Affairs (VA) users must ensure VA sensitive data is properly protected in compliance with all VA regulations. All instances of deployment using this technology should be reviewed by the local ISO (Information Security Officer) to ensure compliance with VA Handbook 6500.

[4]	Technology must remain patched and operated in accordance with Federal and Department security policies and guidelines in order to mitigate known and future security vulnerabilities.

[5]	Veterans Affairs (VA) users must ensure VA sensitive data is properly protected in compliance with all VA regulations. All instances of deployment using this technology should be reviewed by the local ISO (Information Security Officer) to ensure compliance with VA Handbook 6500.

[6]	Users must ensure that Microsoft Internet Explorer, Google Chrome, and Firefox are implemented with VA-approved baselines. Users must Divest the use of Microsoft Internet Explorer with this technology. Other approved internet browsers are available. See Category Tab for details.

[7]	Veterans Affairs (VA) users must ensure VA sensitive data is properly protected in compliance with all VA regulations. All instances of deployment using this technology should be reviewed by the local ISO (Information Security Officer) to ensure compliance with VA Handbook 6500.

[8]	If this technology is an FDA certified medical device or is categorized by the Department as a networked medical device then it must be isolated and protected in accordance with The Medical Device Isolation Architecture (MDIA) 2015 Guidance. This guideline stipulates that if the device meets ANY of the following criteria, then it must be isolated: If the device cannot have the VA standard desktop security suite loaded on it. This includes but is not limited to Anti-Virus, HIPS, USB Access controls, software/hardware inventory, automated software updates/patches and Group Policy Objects (GPOs) If the device is a Windows device and cannot be part of the domain If the device is not part of the regular IT patched management process Non Windows devices (UNIX, Linux, MAC/Apple, etc.) The criteria should be applied to both FDA certified and non-FDA certified devices which must maintain medical/clinical functionality. An example would be a PC that is not running the current supported operating system in order to manage medication-dispensing devices. While these may not be considered strictly medical devices, they are still vulnerable to attack and need to be protected. For guidance and assistance in security networked medical devices, please contact the Medical Device Isolation Architecture (MDIA) Working Group.

[9]	This technology has received one or more VA security bulletins that provide specific guidance on vulnerability patching and mitigation. It is the responsibility of VA system owners to ensure that the appropriate mitigations are taken to address all known and future discovered vulnerabilities with this product. See the Reference tab for more information on security bulletins related to this product.

[10]	Veterans Affairs (VA) users must ensure VA sensitive data is properly protected in compliance with all VA regulations. All instances of deployment using this technology should be reviewed by the local ISSO (Information System Security Officer) to ensure compliance with VA Handbook 6500.

[11]	Veterans Affairs (VA) users must ensure VA sensitive data is properly protected in compliance with all VA regulations. All instances of deployment using this technology should be reviewed by the local ISSO (Information System Security Officer) to ensure compliance with both VA Handbook 6500 and VA Directive 6500.

[12]	Users must ensure that Google Chrome and Firefox are implemented with VA-approved baselines. (refer to the ‘Category’ tab under ‘Runtime Dependencies’) Users must utilize approved internet browsers, as Microsoft Internet Explorer has reached End of Life status. See Category Tab for details.

[13]	The Federal Information Processing standards (FIPS) 140-2 certification status of this technology was not able to be verified. This technology will require a 3rd party FIPS 140-2 or 140-3 certified solution for any data containing PHI/PII or VA sensitive information, where applicable. More information regarding the Cryptographic Module Validation Program (CMVP) can be found on the NIST website.

Note:

At the time of writing, version 4.6.1 is the most current known version.

References

The following reference(s) are associated with this entry:
Type	Name	Source	Description
There are no references identified for this entry.

Technology Components

Note: This list may not be complete. No component, listed or unlisted, may be used outside of the technology in which it is released. The usage decision for a component is found in the Decision and Decision Constraints.
Name	Description
Service Connect Client	Service Connect Client is a `listener` application that manages the login process for Draeger applications, the verification of Service Connect user profiles. If a standard internet connection is available, user profile information is downloaded to the local hard drive and the respective username and password is verified against the profile stored on the central Service Connect server. If the connection is not available, the system verifies the user information against the last known user profile.
Service Connect Documentation	Service Connect Documentation is a `viewer` application for Technical Service Documentation and online updates of documentation. If an internet connection is available, the system can download technical service documentation updates upon user request from the central Service Connect server to the local hardware for offline viewing capability. If the connection is not available, users can view documentation offline according to their stored user profile. The application requires the installation of Service Connect Client on the local hardware.
Service Connect Documents App	Service Connect Documents App is for online and offline reading of Service Connect documentation according to licensed user profile. It includes a selection of favorites and subscriptions for desired Draeger devices.
Service Connect Gateway	Service Connect Gateway is a software program that forwards technical data from Draeger devices to the central Draeger remote service Information Technology (IT) systems via secure bidirectional network connection or standard email. Service Connect Gateway is the only Service Connect application that requires Windows Server. Service Connect Gateway can also be operated in a virtual environment.
Service Connect Infii	Service Connect Infii is an application that provides the features to install and update software on Draeger equipment.
Service Connect Infologger	Service Connect Infologger is a `call analyzer` application that provides the features to open and process remote service data when the user is offline. The application requires the installation of Service Connect Client on the local hardware.
Service Connect Service Software	Service Connect Service Software is an application that is used to install and analyze Draeger products. The application requires the installation of Service Connect Client on the local hardware.

VA Categories View the VA Categorization Framework

Domain Area	Category	Customer Guidance	Category Locked By ELT Date
Collaboration and Electronic Workplace Productivity Software	Miscellaneous Productivity Tools and Utilities

Operating Systems Supported by the Technology

Windows Client - Approved w/Constraints
Windows Server - Approved w/Constraints

Technologies/Standards Relationships

Runtime Dependencies:

Microsoft Internet Explorer (IE) - (required for some configurations)
Safari

Comparable Technologies:

Companion Technologies/Supported Standards:

General Analysis

Adoption Benefits

At the time of writing, no National Institute of Standards and Technology (NIST) vulnerabilities had been reported and no VA Cyber Security Operations Center (CSOC) bulletins had been issued for the latest versions of this technology.
This technology gives users the option to read technical service documentation offline. The documentation is provided as encrypted files to ensure that only authorized users have access.
This application may improve productivity for specific staff who are registered and licensed users of Draeger equipment that provides users with readily-available information and data.

Adoption Risks

There is no indication based on either the vendor documentation or the Cryptographic Module Validation Program (CMVP) that this technology is Federal Information Processing Standard (FIPS) 140-2 compliant.
Microsoft Internet Explorer, a dependency of this technology, is in End-of-Life status and must no longer be used.
A high potential for vendor lock exists when utilizing this proprietary vendor technology due to its reliance on Draeger core components and tight integration with other Draeger products.
There is limited amount of publicly-available technical information for this product.
The potential exists to store Personally Identifiable Information (PII), Protected Health Information (PHI) and/or VA Sensitive data and proper security standards must be followed in these cases.
Due to the rapid release schedule of this technology, the VA may be unable to update to the most recent patch and may require a deployment model requiring the use of specific versions.

Architectural Risks

The technology is not portable as it runs only on Windows platforms.

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General Information

Vendor Release Information

Current Decision Matrix (06/21/2024)

Decision Constraints

References

Technology Components

VA Categories View the VA Categorization Framework

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Comparable Technologies:

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Technology Components

VA Categories View the VA Categorization Framework

Operating Systems Supported by the Technology

Technologies/Standards Relationships

Runtime Dependencies:

Comparable Technologies:

Companion Technologies/Supported Standards:

General Analysis

Adoption Benefits

Adoption Risks

Architectural Risks

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