1. Enterprise Service Desk (ESD)
Saurabh Baveja
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 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

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!