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

2. What if…
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?
The Enterprise Service Desk: NASA’s Single Point of Contact for Customer-Focused Service and Support ——
August 16, 2010

3. NASA’s approach is to..
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
The Enterprise Service Desk: NASA’s Single Point of Contact for Customer-Focused Service and Support ——
August 16, 2010

4. 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

5. Help Desk vs. 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

6. Combining the best of Shared Services with 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

7. Major Components of the ESD
Tier 1 help desk
Tier 0 self service
Enterprise notification service
Enterprise Service Request System (ESRS)
Performance reporting
Customer satisfaction survey management
The Enterprise Service Desk: NASA’s Single Point of Contact for Customer-Focused Service and Support ——
August 16, 2010

8. Enterprise Service Desk (ESD)
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
The Enterprise Service Desk: NASA’s Single Point of Contact for Customer-Focused Service and Support ——
August 16, 2010

9. Tier 0 / Self Service
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
The Enterprise Service Desk: NASA’s Single Point of Contact for Customer-Focused Service and Support ——
August 16, 2010

10. Enterprise Notification Service for IT Infrastructure Planned/Unplanned Outages and Status
Enterprise and community users directed notifications
Multiple channel information dissemination
Automated scheduling based on I3P environment status
Coordinated with I3P contractors providing infrastructure services
The Enterprise Service Desk: NASA’s Single Point of Contact for Customer-Focused Service and Support ——
August 16, 2010

11. Enterprise Service Request System (ESRS)
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
The Enterprise Service Desk: NASA’s Single Point of Contact for Customer-Focused Service and Support ——
August 16, 2010

12. Performance Reporting and Customer Satisfaction Surveys
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
The Enterprise Service Desk: NASA’s Single Point of Contact for Customer-Focused Service and Support ——
August 16, 2010

13. Today and Tomorrow 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 Enterprise Service Desk: NASA’s Single Point of Contact for Customer-Focused Service and Support ——
August 16, 2010

14. The Current Status and Schedule
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”
The Enterprise Service Desk: NASA’s Single Point of Contact for Customer-Focused Service and Support ——
August 16, 2010

15. Questions?
The Enterprise Service Desk: NASA’s Single Point of Contact for Customer-Focused Service and Support ——
August 16, 2010

16. The Enterprise Service Desk: NASA’s Single Point of Contact for Customer-Focused Service and Support ——
August 16, 2010