Enterprise Service Desk (ESD) Saurabh Baveja August 16, 2011

ESD Introduction The NASA Enterprise Service Desk (ESD) is the interface between the customer and NASA’s I3P contracts (ACES, NICS, EAST, WEST, NEDC). It will provide the following services: Consolidated help desk Self-service website Enterprise notification service I3P service request processing capability It’s operated as a service from the NASA Shared Services Center (NSSC) located in Mississippi It hosts the Configuration Management Database (CMDB) that identifies the health, status, and configuration of NASA I3P infrastructure

NASA’s ESD Vision The NASA Enterprise Service Desk (ESD) will: Provide 24x7 Operations (staffed and self service) Combining Shared Services tenets with ITIL (IT Infrastructure Library) processes Establish a robust ITSM infrastructure to collect, analyze, and report on service delivery performance against defined SLAs Implement a customer-focused services catalog and ordering capability for I3P services Establish a foundation to add NASA Center IT- specific and non-IT institutional services over time Provide customers with information using a variety of channels concerning the NASA IT infrastructure status

ESD Contract Start (Operations) ESD Service Transition Milestones June 2011 ESD Contract Start (Operations) WEST Wave(s) Start Nov 2011 ACES Wave One Dec 2011 NICS ESD Migration Jan 2012 Wave Two Mar 2012 Wave Three Note: EAST migration dates are TBD. 4

What’s staying the same? The following components will remain unchanged: Incident tracking, triage, routing, and escalation Professionally staffed agents available 24x7 Flexible staffing to support peak periods SLA/SLI monitored and managed Linked to other Agency help desks for non-I3P issues/requests Performance reporting Customer satisfaction survey management Leverage existing NSSC customer contact center infrastructure

Tier 0 – Self Service End users will access Tier 0 via the existing NSSC customer service portal. The Self-service page will have the following capabilities: I3P knowledge articles that empowers the end user to resolve many issues quickly without calling the service desk Dynamic FAQs Obtain status of incident tickets and service requests “Quick pick” list of common user requests I3P services status Planned and unplanned outages notifications Dynamically configured views base on assigned user roles User feedback (“suggestion box”) Customer satisfaction measured at the Web page rather than via distributed survey

Enterprise Notification Service Enterprise and community users directed notifications Planned/Unplanned outages and status Multiple channel information dissemination Automated scheduling based on I3P environment status Coordinated with I3P contractors providing infrastructure services

Enterprise Service Request System (ESRS) Web accessible via a link on the existing NSSC customer service portal Customer-focused searchable catalog for I3P orderable services Access to ACES Product Catalog (APC) Workflow enabled for order approval Funds verification prior to order submission to Tier 2 service providers Order status reporting Monthly invoice reconciliation reporting

One Stop Shop!