Enterprise Service Desk (ESD)

1. Enterprise Service Desk (ESD) SaurabhBaveja August 16, 2011

2. 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

3. 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

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

5. 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

6. 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

7. 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

8. 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

9. One Stop Shop!