The Enterprise Service Desk: NASA’s Single Point of Contact for Customer-Focused Service and Support

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

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

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

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

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

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

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

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

12. 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 • 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

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

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

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’sSingle Point of Contact for Customer-Focused Service and Support —— August 16, 2010