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The Enterprise Service Desk: NASA’s Single Point of Contact for Customer-Focused Service and Support . Terry Jackson Paul Rydeen August 16, 2010. What if… .

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The enterprise service desk nasa s single point of contact for customer focused service and support

The Enterprise Service Desk: NASA’sSingle Point of Contact for Customer-Focused Service and Support

Terry Jackson

Paul Rydeen

August 16, 2010


What if
What if…

The Enterprise Service Desk: NASA’s Single Point of Contact for Customer-Focused Service and Support ——

August 16, 2010

NASA IT customers could access a single phone number or Web site anytime or anywhere to report or reference NASA IT infrastructure issues, submit service requests, or obtain status of inquiries they submitted?

NASA’s IT services from multiple providers were integrated and easily orderable by NASA IT customers?

Reporting of NASA’s infrastructure services, Service Level Agreement (SLA) performance, configuration environment, and various service elements could be obtained from a single IT Service Management (ITSM) tool?


Nasa s approach is to
NASA’s approach is to..

The Enterprise Service Desk: NASA’s Single Point of Contact for Customer-Focused Service and Support ——

August 16, 2010

  • Implement an Enterprise Service Desk focused on:

    • 24x7 Operations (staffed and self service)

    • Combining Shared Services tenets with ITIL (IT Infrastructure Library) processes

    • Establishing 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


How does the esd fit into the nasa i3p strategy
How does the ESD fit into the NASA I3P Strategy?

  • It’s the interface between the customer and NASA’s I3P contracts (ACES, NICS, EAST, WEST, NEDC)

    • Incident/Problem reporting

    • Service ordering

    • Notifications (IT infrastructure status)

  • It’s “in-sourced” meaning government managed and contractor operated on a NASA environment

  • It’s operated as a service from the NASA Shared Services Center (NSSC) located in Mississippi

  • It uses ITIL processes to align with NASA’s I3P contracts

  • It hosts the Configuration Management Database (CMDB) that identifies the health, status, and configuration of NASA I3P infrastructure

The Enterprise Service Desk: NASA’s Single Point of Contact for Customer-Focused Service and Support ——

August 16, 2010


Help Desk vs. Service Desk

Help Desk

Service Desk

  • Break/fix

  • Knowledge management

  • Self help / Tier 0

  • Collaboration and integration with service teams and other IT processes

  • Trouble ticket logging

  • Some break/fix

The Enterprise Service Desk: NASA’s Single Point of Contact for Customer-Focused Service and Support ——

August 16, 2010


Combining the best of shared services with itil
Combining the best of Shared Services with ITIL

  • ITIL

  • Service Support

  • Incident Management

  • Problem Management

  • Service Desk

  • Change Management

  • Release Management

  • Configuration Management

  • Service Delivery

  • Service Level Management

  • Availability Management

  • Capacity Management

  • Financial Management

  • IT Service Continuity Management

  • Shared Services Tenets

  • Formal governance structure

  • Structured management of customer interactions

  • Pricing model / Chargeback mechanism

  • Business intelligence infrastructure

  • Structured customer feedback

  • Web interface

  • Service Level Indicators (SLIs) and Service Level Agreements (SLAs)

  • Transparency in performance & cost

  • Paperless processing

  • Enterprise Resource Planning (ERP) system for core business functions

The Enterprise Service Desk: NASA’s Single Point of Contact for Customer-Focused Service and Support ——

August 16, 2010

Enterprise Service Desk


Major components of the esd
Major Components of the ESD

The Enterprise Service Desk: NASA’s Single Point of Contact for Customer-Focused Service and Support ——

August 16, 2010

Tier 1 help desk

Tier 0 self service

Enterprise notification service

Enterprise Service Request System (ESRS)

Performance reporting

Customer satisfaction survey management


Enterprise service desk esd
Enterprise Service Desk (ESD)

The Enterprise Service Desk: NASA’s Single Point of Contact for Customer-Focused Service and Support ——

August 16, 2010

  • Single point of contact for I3P incident/problem reporting

  • “Thin” Tier 1 (no remote control of users’ desktops)

  • Incident tracking, triage, routing, and escalation

  • Professionally staffed agents available 24x7

    • Flexible staffing to support peak periods

  • Leverages ITIL methodology and existing NSSC customer contact center infrastructure

  • SLA/SLI monitored and managed

  • Linked to other Agency help desks for non-I3P issues/requests

  • Integrated ITSM infrastructure enabled


Tier 0 self service
Tier 0 / Self Service

The Enterprise Service Desk: NASA’s Single Point of Contact for Customer-Focused Service and Support ——

August 16, 2010

Users will access Tier 0 via the existing NSSC customer service portal

Access to I3P knowledge articles for self help

Dynamic FAQs

Self-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 for it infrastructure planned unplanned outages and status
Enterprise Notification Service for IT Infrastructure Planned/Unplanned Outages and Status

The Enterprise Service Desk: NASA’s Single Point of Contact for Customer-Focused Service and Support ——

August 16, 2010

Enterprise and community users directed notifications

Multiple channel information dissemination

Automated scheduling based on I3P environment status

Coordinated with I3P contractors providing infrastructure services


Enterprise service request system esrs
Enterprise Service Request System (ESRS) Planned/Unplanned Outages and Status

The Enterprise Service Desk: NASA’s Single Point of Contact for Customer-Focused Service and Support ——

August 16, 2010

24x7 availability

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


Performance reporting and customer satisfaction surveys
Performance Reporting and Customer Satisfaction Surveys Planned/Unplanned Outages and Status

The Enterprise Service Desk: NASA’s Single Point of Contact for Customer-Focused Service and Support ——

August 16, 2010

  • SLA/SLI monitoring and reporting

  • Use of dashboards and analytics

  • Self service reporting capability

  • Customer satisfaction survey management

    • Using Tier 0 / self service site

    • Targeted customer base from services provided

    • Monthly analysis and statistical sampling enabled


Today and tomorrow
Today and Tomorrow Planned/Unplanned Outages and Status

The Enterprise Service Desk: NASA’s Single Point of Contact for Customer-Focused Service and Support ——

August 16, 2010

  • Today

    • Limited scope for a “Thin Tier 1 Helpdesk”

    • Robust Tier 0 Self Service Web Site presence

    • Focus is on I3P service areas

  • Tomorrow

    • Integrates in Center IT-specific help desks and ordering systems

    • Provides for integrating non-IT support for common cross-Agency “institutional” services


The current status and schedule
The Current Status and Schedule Planned/Unplanned Outages and Status

The Enterprise Service Desk: NASA’s Single Point of Contact for Customer-Focused Service and Support ——

August 16, 2010

Help desk facility is complete

ITSM systems installed and being configured

Internal “Go Live” scheduled for December 2010

Customer “Go Live” scheduled for January 2011 to align with project WEST services support

Incremental capabilities added to align with other I3P contracts as they “Go Live”


Questions
Questions? Planned/Unplanned Outages and Status

The Enterprise Service Desk: NASA’s Single Point of Contact for Customer-Focused Service and Support ——

August 16, 2010


The Enterprise Service Desk: NASA’s Planned/Unplanned Outages and StatusSingle Point of Contact for Customer-Focused Service and Support ——

August 16, 2010


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