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Enterprise Service Desk (ESD) 101 An Introductory Course for HQ Employees and Contractors

Enterprise Service Desk (ESD) 101 An Introductory Course for HQ Employees and Contractors. Agenda. Course Objectives Lesson 1: ESD Overview What is ESD? ESD Supported Services ESD Transition Schedule Contacting the ESD Lesson 2: Utilizing the Tier-0 (Self-Help) ESD Site What is Tier-0?

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Enterprise Service Desk (ESD) 101 An Introductory Course for HQ Employees and Contractors

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  1. Enterprise Service Desk (ESD) 101An Introductory Course for HQ Employees and Contractors

  2. Agenda • Course Objectives • Lesson 1: ESD Overview • What is ESD? • ESD Supported Services • ESD Transition Schedule • Contacting the ESD • Lesson 2: Utilizing the Tier-0 (Self-Help) ESD Site • What is Tier-0? • Accessing the Site • Using Self-Help Search • Origin of Knowledge Articles • Using My Tickets • Submitting “On Behalf Of” Tickets • Using Notifications • Using System Statuses ESD 101

  3. Agenda (cont.) • Lesson 3: Ordering Services • What is the Enterprise Service Request System (ESRS)? • Adding/Removing Services • Placing an Order • Placing an order “On Behalf Of” • Approvals • Adding/Removing/Assigning Approvers • P-Card Orders • Exploring the ESRS Catalog • Understanding Bundles • Conclusion • Resources • Questions ESD 101

  4. Course Objectives By the end of this presentation, a NASA employee or Contractor will understand: The purpose, scope, and goals of the Enterprise Service Desk (ESD); ESD Contact Information; The advantages of Self-Help support (Tier-0); How to navigate the ESD Self-Help Web site to find answers to IT Infrastructure Integration Program (I3P) questions; Processes and system capabilities for opening and managing help tickets; How to subscribe to and manage I3P notifications; How to check a system status; and The processes for ordering and managing services/products. ESD 101 4

  5. Lesson 1:ESD Overview ESD 101 5

  6. ESD Overview: What is ESD? ESD is your single point of contact and gateway to I3P which includes Agency Consolidated End User Services (ACES), NASA Integrated Communication Services (NICS), Web Enterprise Services Technologies (WEST) and eventually, Enterprise Application Services Technologies (EAST). ESD provides: A 24x7 help desk that is dedicated to providing support to NASA; A self-help Web site containing 1,000s of answers to Frequently Asked Questions; A Web capability for opening and managing help tickets; An ordering system for I3P products and services; A notification tool for sending and receiving I3P messages; and A system status feature for checking the status of I3P systems. ESD 101 6

  7. ESD Overview: ESD Supported Services (Cont.) E-mail and collaborative calendaring services Active Directory services Loaner pool management Print queue infrastructure management Software license management Instant Messaging services • ESD supports base services provided by ACES including: • Two-factor User authentication token distribution • Security management, including: • IT security • Data-At-Rest services • Physical security • Emergency management, and • Emergency preparedness and response ESD 101 7

  8. ESD Overview: ESD Supported Services (Cont.) Computing Seats Mobile Phone Seats Pager Seats Network Printer (PRN) Seats Multi-Function Device (MFD) Seats Virtual Team Service (VTS) Seats Infrastructure Upgrade (IUP) ACES Product Catalog (APC) Enhanced Support Services Non-ACES Device Sanitization Non-ACES Peripheral Installation • ESD supports all End User Services provided under the ACES contract including: • Data Transfer • Wireless Aircard Service • Take-Home Software • Loaner Pool • NOMAD Account (E-mail / Calendaring) • VPN Services (Tokens) • Mass Moves • Request Refresh • Extended Privileges ESD 101 8

  9. ESD Overview: ESD Supported Services (Cont.) LAN Connection IPAM Cable Plant Telephones and Telephone-Related Services Radios Public Address • ESD supports all Communications Services provided under the NICS contract including: • Emergency Warning System • VPN Infrastructure • Content Filter • Guest Network Access • Custom Work (IUP) • Center Border Infrastructure ESD 101 9

  10. ESD Overview: ESD Supported Services Web site Web Hosting Blog Wiki Extranet Team Workspace DBA Support Redirect URL Web Video Encoding SSL Certificates • ESD supports all Web Services provided under the WEST contract including: • Closed Captioning • Web Design Graphics Services • Web Usability Testing • Web End-User Training • Web Special Events Support • Development of New Web Applications • Development of Custom Web Metrics Reports • Content creation, production, and maintenance ESD 101 10

  11. ESD Overview: ESD Transition Schedule ESD 101 11

  12. ESD Overview: ESD Transition Schedule (Cont.) ESD 101 12

  13. ESD Overview: ESD Transition Schedule (Cont.) ESD 101 13

  14. ESD Overview: Contacting the ESD Contact the ESD Call 202.358.HELP (4357) Toll Free 1.866.462.7247 Visit https://esd.nasa.gov E-mail nasa-esd@mail.nasa.gov ESD 101 14

  15. Lesson 2:Utilizing the Tier-0 (Self-Help) Site ESD 101 15

  16. Utilizing the Tier-0 Site: What is Tier-0? TIER-0 refers to self-help capabilities. Rather than depending entirely upon human intervention, service that is provided over the Web is advantageous because: It often saves the customer time; and It can save NASA money. ESD will always provide 24x7 human support. A person will always be there if you need them; however, Agency-wide familiarity with ESD’s Tier-0 (Self-Help) site will save valuable dollars and put the answers to I3P questions at your fingertips. ESD 101 16

  17. ESD Overview: Accessing the Site Every NASA employee and contractor with a NASA ID has instant access to ESD to accomplish all of the tasks described in this training. Administrative access is granted through NAMS requests. Administrative access is required for organizational approvers, financial approvers, notifications submitters, and CIO/I3P Service Office personnel with reporting and processing responsibilities; details are available in Administrative training sessions. ESD 101 17

  18. Utilizing the Tier-0 Site: Accessing the Site (Cont.) Accessing the Self-Help (Tier-0) Web site: The Self-Help (Tier-0) Web site can be reached at https://esd.nasa.gov/. The User is logged into the Web site through the eAuth (Electronic Authentication) system. If you are logging on to the Self-Help (Tier-0) site from a Non-NDC (NASA Domain Control) computer or by using the Firefox browser: Navigate to https://esd.nasa.gov/. The browser automatically is directed to the Access Launchpad Web site. Enter the Identity and Access Management Tools (IdMAX) Username and Password; you will be authenticated and redirected to the Self-Help (Tier-0) site. ESD 101 18

  19. Utilizing the Tier-0 Site: Using Self-Help Search ESD offers an extensive self-help resource that contains 1,000’s of knowledge articles that have originated from incidents experienced by your NASA colleagues. See a video demonstration. http://www.youtube.com/user/NSSCVideo#p/u/7/4vaqlkCNt_8 ESD 101 19

  20. Utilizing the Tier-0 Site: Using Self-Help Search (Cont.) Accessing Self-Help Search: Click Self-Help Search option on the left menu. As soon as Self-Help Search is selected, you can begin your search by using the Search Term field; however, you may wish to narrow your search to help you find an answer. Once Self-Help Search is selected, Topics are available on the left hand side of the screen and through drop down menus in the upper right-hand corner of the screen. After choosing a self-help Category, you can narrow down the search even more to the specific hardware or software function needed through the Sub Categories menu . These optional steps will narrow the returns for your search. You can also browse the most popular knowledge articles from the Self-Help Search page. Select a category to view the most popular articles for that category. Enter the search term and Click the Search button. ESD 101 20

  21. Utilizing the Tier-0 Site: Origin of Knowledge Articles ESD relies heavily on knowledge articles to assist customers. Agents have access to the same public articles available to customers via the Web site, plus several private articles that cannot be publically shared. While ESD has the capability to create articles, the majority originate with the I3P providers. Center personnel also have the capability to create articles for ESD that assist Agents in handling specific, Center-unique tickets. ESD 101 21

  22. Utilizing the Tier-0 Site: Using My Tickets In addition to a 24x7 help desk, ESD offers a Web interface that allows customers to track the progress of their help tickets, review old tickets, and cancel tickets that are no longer needed. See a video demonstration. http://www.youtube.com/user/NSSCVideo#p/u/5/ReoWoa0OE24 Customers can also directly open a help ticket for an issue they are experiencing. An e-mail will confirm the receipt of a new ticket. See a video demonstration. http://www.youtube.com/user/NSSCVideo#p/u/4/IGaKemZHc5I ESD 101 22

  23. Utilizing the Tier-0 Site: Using My Tickets (Cont.) Accessing ESD Tickets: Click My Tickets in one of two locations: the left menu option window or the main window of the page. Select one of two ticket status: Open Close Select the Date Range. Click View My Tickets or View Tickets Created for Others and the results appear in the main window of the page. ESD 101 23

  24. Utilizing the Tier-0 Site: Using My Tickets (Cont.) Managing ESD Tickets: To view details of a ticket, locate and click the Ticket Number. The User can view detailed information pertaining to the ticket. The User can cancel an existing ticket by clicking on Cancel Ticket option. To cancel the ticket, click Cancel Ticket. The User is prompted to confirm ticket cancellation. If the User clicks No, User returns to the Ticket Details screen with no changes. If the User clicks Yes, User returns to the Ticket Details screen to confirm cancellation. The User can add additional notes and attachments to modify an existing ticket by clicking on the Insert Notes and Attachments option. The User can add an attachment to an existing ticket by clicking the Browse button. The User can add a note pertinent to the ticket in the Note box. Click Insert New Note to add the note and or attachment to the ticket. ESD 101 24

  25. Utilizing the Tier-0 Site: Using My Tickets (Cont.) Creating ESD Tickets: To create a new help ticket, click on Create a New Ticket. Leave the default selection, Radio button for Myself as the selection. To see the User’s My IT Assets click and expand the Desktop 1, Desktop 2, or any other IT hardware in the section. Enter the information relative to the ticket in the Description field. Enter the urgency of the ticket using the Urgency drop-down option. Assign a category to the ticket by using the Category 1 and Category 2 drop-down option. After reviewing and verifying information relevant to the ticket added, click Create Ticket. The User can confirm the details of the ticket by reviewing the Ticket Details screen. Click Insert Notes and Attachments to add additional notes and attachments. ESD 101 25

  26. Utilizing the Tier-0 Site: Submitting On Behalf Of Tickets ESD grants Users the capability to submit a help desk ticket On Behalf Of a colleague who may be experiencing computer difficulties or is otherwise unavailable to submit their own. See a video demonstration. http://www.youtube.com/user/NSSCVideo#p/u/3/uvCe2TOPpUA ESD 101 26

  27. Utilizing the Tier-0 Site: Submitting On Behalf Of Tickets (Cont.) Creating a Ticket On Behalf Of Another User: Click My Tickets in one of two locations: the left menu option window or the main window of the page. Click Create a New Ticket. For the I am creating a ticket for option, click Someone Else. Select the Center from the Choose Center drop-down. Enter the Customer's last name in the Last Name field. Select Search for User. ESD 101 27

  28. Utilizing the Tier-0 Site: Submitting On Behalf Of Tickets (Cont.) Creating a Ticket On Behalf Of Another User: Enter a First Name and select Search for User. Select the User from the drop down menu. You can confirm your choice in the Selected User Field. Enter the ticket details in the Description field Select proper entry from the Urgency drop-down. Select proper entry from the Category 1 drop-down. Select option from Category 2, if necessary. Click Create Ticket. Review Ticket Confirmation. Note: Both you and the individual you open a ticket On Behalf Of will receive e-mail notifications. ESD 101 28

  29. Utilizing the Tier-0 Site: Using Notifications ESD personnel can send Agency or Center-wide e-mail notifications. They can also send notifications to subscribers. As an ESD End User, you have the ability to subscribe to an I3P service and receive all notifications related to that service. See a video demonstration. http://www.youtube.com/user/NSSCVideo#p/u/0/EPh6NP5q7mU ESD 101 29

  30. Utilizing the Tier-0 Site: Using Notifications (Cont.) Using Notifications Click My Notifications in one of two locations: the left menu option window or the main window of the page. On the My Notifications screen, you will see all of your subscriptions. Select View / Manage Subscriptions to add a subscription. Choose the appropriate Center(s) and Service(s). By holding the shift key, you can select multiple options. Choose the Priority for which you want to receive notifications. Select Subscribe. You can now see your subscriptions. ESD 101 30

  31. Utilizing the Tier-0 Site: Using Notifications (Cont.) Ending a Subscription To remove a subscription, visit My Notifications, select View / Manage Subscriptions. You can unsubscribe to all or you can choose a specific subscription to end by drilling down by Center. Select Unsubscribe. ESD 101 31

  32. Utilizing the Tier-0 Site: Using System Statuses ESD also provides real time system status for I3P systems. Thanks to this feature, you’ll know if the issue you are experiencing is unique or is an Agency-wide problem. See a video demonstration. http://www.youtube.com/user/NSSCVideo#p/u/1/fDbEmc1yLQQ ESD 101 32

  33. Utilizing the Tier-0 Site: Using System Statuses (Cont.) Viewing a System Status Two options for System Statuses are provided on main ESD site: Left menu option window and the main window of the page Click System Statuses. The status details of each system listed is displayed. Green Arrow Up is Online, Yellow Question Mark is Unstable, and Red Arrow Down is Offline Click the name of the system to see historical date for the system. The graph and speedometer display will give you an up-time percentage and show you any gaps in availability over the past 12 hours. ESD 101 33

  34. Lesson 3:Ordering Services ESD 101 34

  35. Ordering Services: What is ESRS? The Enterprise Service Request System (ESRS) is an ordering system for I3P services. NASA’s I3P providers and CIO Service Executives maintain the system’s service catalog. ESD 101 35

  36. Ordering Services: Adding/Removing Services How a Service is Added to ESRS Service Executives requests a new service. I3P provider supplies all required information and adds any unique questions. Service Executive approves the new service. ESD builds the service in the ESRS catalog. Testing is conducted. The service is released to NASA in ESRS. Service Executives request modifications / removal of services. ESD 101 36

  37. Ordering Services: Placing an Order The system allows an End User to select a service from the predefined catalog, provide necessary information to complete an order, and submit the order for approval. ESRS functions much like many popular industry Web sites that allow a Web User to use a shopping cart to complete a purchase. E-mails confirm the request was received. See a video demonstration. http://www.youtube.com/user/NSSCVideo#p/u/6/jt_XtqY8_Nk ESD 101 37

  38. Ordering Services: Placing an Order (Cont.) Ordering a Service Click Order Services in one of two locations: the left menu option window or the main window of the page. User is prompted to click IT Services For Users to access the Catalog; Users can browse by category by clicking Browse Subcategories. The User is able to view a list of services. If the User locates the desired service(s), the User has the option to do one of the following: Add to Favorites; Add to Cart; and Request Now. ESD 101 38

  39. Ordering Services: Placing an Order (Cont.) Add to Favorites This functionality adds a service as a favorite. It is currently not functional and will be removed as an option. ESD 101 39

  40. Ordering Services: Placing an Order (Cont.) Build a Cart Select Add to Cart to place an order. Once a request is added, the User will be directed to the Cart Review screen. In the event more information is needed to process the request, a caution sign and explanation displays in the lower right hand corner of the page. The User must highlight the request and click Update Request to provide additional information. The Select Approver Organization pop up will appear. Enter Center or Mission Directorate and Organization. Click OK and confirm. Populate any additional information requested by the system. Select Update Cart. Once all services have the required information, you can select Submit Cart to begin the approval process. ESD 101 40

  41. Ordering Services: Placing an Order (Cont.) Request Now Select, Request Now to place an order.. The Select Approver Organization pop up will appear. Enter Center or Mission Directorate and Organization. Click OK and confirm. Populate any additional information requested by the system. Select Add To Cart. Once all services have the required information, you can select Submit Cart to begin the approval process. ESD 101 41

  42. Ordering Services: Placing an Order (Cont.) Select Approver Organization Pop up Once a User chooses an approver organization, the system will remember the selection. The prompt will no longer appear with each order. In the event a User will need to change their selection, they should select the Organization Approver link on the Request Details screen. This will trigger the Select Approver Organization pop up. ESD 101 42

  43. Ordering Services: Placing an Order (Cont.) Reviewing an Ordered Service Select Order Services, and IT Services for Users The Request is documented in the Open Requests field. Note: An order can be cancelled until the final approval has been obtained. After the order is fully approved and the service is set to planning or some later status, the order cannot be cancelled. The Cancel button will be unavailable after an order is fully approved. The User is able to send an e-mail message directly to the Request Coordinator by clicking Request Coordinator’s name. The e-mail message will include the User’s message and an attachment referencing the User’s service request. When the User is ready to send the message, click Send E-mail Now. To view more detailed information on the User’s service order, click on the Request ID number and select the Request Details button. The User has the option to view the Activity Log page and Process View page by clicking on the Activity Log Details. ESD 101 43

  44. Ordering Services: Placing an On Behalf Of Order The Enterprise Service Request System (ESRS) grants employees with a NASA Username the ability to request a new I3P service or product On Behalf Of a colleague. See a video demonstration. http://www.youtube.com/user/NSSCVideo#p/u/2/ctnCo8ROvVo ESD 101 44

  45. Ordering Services: Placing an On Behalf Of Order (Cont.) Ordering a Service On Behalf Of a Colleague From the IT Services for Users Screen click on the Request On Behalf Of link. Enter First Name, Last Name in the On Behalf Of Selection Screen and click the Search button. Highlight the correct name and click on Select. The name of the User ordering On Behalf Of will show in the upper corner on the screen. Proceed through the standard ordering procedure. ESD 101 45

  46. Ordering Services: Approvals Approval Process The approval process for a Service Catalog item is predefined by the Service Executive and the Service Integration Manager (SIM). Approvals must be complete prior to fulfillment. Approvers will receive an e-mail from the Remedy system notifying of the pending request. ESRS requires up to three approvals. The first, will be from an individual designated for approving orders with your Organization (Org Code). After that, your Organizational approver chooses an IT Approver and a Financial Approver (if necessary). The IT approver ensures your request is in line with Center IT objectives. The Financial Approver ensures funding is available for the transaction. ESD 101 46

  47. Ordering Services: Adding/Removing/Assigning Approvers The Center ESD Subject Matter Experts (SMEs) have worked with various Center communities to identify the necessary approvers for ESRS. Any request to add or alter an individual’s approval role in ESRS should be made through the NAMS. If an approver is unavailable to approve a request in ESRS, other approvers within the defined queue have the capability to make the approval. ESD 101 47

  48. Ordering Services: P-Card Orders A NASA Purchase Card (P-Card) can be used when placing an order in ESRS for many of the services in the catalog (some services are not available for P-Card transaction; the system will indicate which services are eligible for P-Card payment). Customers can select the P-Card payment option when placing a request; the ORG approver can also select / deselect the P-Card payment option. Org Approvers will select which P-Card holder will process the request. When processing the request in ESRS, the p-card holder will enter their P-Card information into the secure system. The I3P vendor will charge the P-Card for the purchase. P-Card holders can also place an Order on Behalf Of another employee and use their P-Card number as payment. ESD 101 48

  49. Ordering Services: Exploring the ESRS Catalog You can learn more about the details of each catalog item by viewing details within ESRS. Each I3P provider will also provide helpful guides and resources, such as the ACES Seat Guide, that further explain the products available for ordering. Your Center IT resources will also be helpful in determining which products are best for you. ESD 101 49

  50. Ordering Services: Understanding Bundles The ESD works with the SIM to identify popular bundles within the Service Catalog. A bundle is a set of services (from one or more I3P providers) that are frequently ordered together. For example, new hire bundles have been created that would allow a single order to request a computer, phone, and LAN connection for a new employee. ESD 101 50

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