The Enterprise Service Desk NASAs Single Point of

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… The Enterprise Service Desk: NASA’s Single Point of Contact for Customer. Focused Service and Support —— August 16, 2010 2 § 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. . § Implement an Enterprise Service Desk focused on: The Enterprise Service Desk: NASA’s Single Point of Contact for Customer. Focused Service and Support —— August 16, 2010 3 • 24 x 7 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 I 3 P services • Establish a foundation to add NASA Center ITspecific 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 I 3 P Strategy? The Enterprise Service Desk: NASA’s Single Point of Contact for Customer. Focused Service and Support —— August 16, 2010 4 § It’s the interface between the customer and NASA’s I 3 P 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 I 3 P contracts § It hosts the Configuration Management Database (CMDB) that identifies the health, status, and configuration of NASA I 3 P infrastructure

Help Desk vs. Service Desk Help Desk • 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 5 Service Desk • Break/fix • Knowledge management • Self help / Tier 0 • Collaboration and integration with service teams and other IT processes

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 The Enterprise Service Desk: NASA’s Single Point of Contact for Customer. Focused Service and Support —— August 16, 2010 6 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 Enterprise Service Desk

Major Components of the ESD § § § The Enterprise Service Desk: NASA’s Single Point of Contact for Customer. Focused Service and Support —— August 16, 2010 7 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) The Enterprise Service Desk: NASA’s Single Point of Contact for Customer. Focused Service and Support —— August 16, 2010 8 § Single point of contact for I 3 P incident/problem reporting § “Thin” Tier 1 (no remote control of users’ desktops) § Incident tracking, triage, routing, and escalation § Professionally staffed agents available 24 x 7 » 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-I 3 P issues/requests § Integrated ITSM infrastructure enabled

Tier 0 / Self Service The Enterprise Service Desk: NASA’s Single Point of Contact for Customer. Focused Service and Support —— August 16, 2010 9 § Users will access Tier 0 via the existing NSSC customer service portal § Access to I 3 P knowledge articles for self help § Dynamic FAQs § Self-status of incident tickets and service requests § “Quick pick” list of common user requests § I 3 P 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 and community users directed notifications § Multiple channel information dissemination § Automated scheduling based on I 3 P environment status § Coordinated with I 3 P contractors providing infrastructure services The Enterprise Service Desk: NASA’s Single Point of Contact for Customer. Focused Service and Support —— August 16, 2010 10

Enterprise Service Request System (ESRS) § 24 x 7 availability § Web accessible via a link on the existing NSSC customer service portal § Customer-focused searchable catalog for I 3 P 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 11

Performance Reporting and Customer Satisfaction Surveys § § The Enterprise Service Desk: NASA’s Single Point of Contact for Customer. Focused Service and Support —— August 16, 2010 12 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 » Limited scope for a “Thin Tier 1 Helpdesk” » Robust Tier 0 Self Service Web Site presence » Focus is on I 3 P 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 13

The Current Status and Schedule The Enterprise Service Desk: NASA’s Single Point of Contact for Customer. Focused Service and Support —— August 16, 2010 14 § 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 I 3 P contracts as they “Go Live”

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

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