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

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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

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June 2011

ESD Contract Start

(Operations)WEST Wave(s)

Start

Nov 2011

ACES Wave One

Dec 2011

NICS ESD Migration

Jan 2012

ACES Wave Two

Mar 2012

ACES Wave Three

Note: EAST migration dates are TBD.

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ESD Service TransitionMilestones

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

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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 6

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

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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

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One Stop Shop!