![Page 1: Abstract To provide efficient and effective access to enterprise information that meets stakeholder needs and supports mission success, NASA is implementing](https://reader036.vdocuments.us/reader036/viewer/2022062511/5518ccfb550346881f8b5b4d/html5/thumbnails/1.jpg)
I3P and the Transformation of NASA IT Service Delivery
Gary Cox
IT Summit – Aug 2011
![Page 2: Abstract To provide efficient and effective access to enterprise information that meets stakeholder needs and supports mission success, NASA is implementing](https://reader036.vdocuments.us/reader036/viewer/2022062511/5518ccfb550346881f8b5b4d/html5/thumbnails/2.jpg)
Agenda
• NASA’s Need for IT Change • NASA IT and I3P Goals and Objectives• Components and Concept of Operations• Progress and Challenges• Path Forward• Lessons Learned
2
![Page 3: Abstract To provide efficient and effective access to enterprise information that meets stakeholder needs and supports mission success, NASA is implementing](https://reader036.vdocuments.us/reader036/viewer/2022062511/5518ccfb550346881f8b5b4d/html5/thumbnails/3.jpg)
NASA’S NEED FOR IT CHANGE
3
![Page 4: Abstract To provide efficient and effective access to enterprise information that meets stakeholder needs and supports mission success, NASA is implementing](https://reader036.vdocuments.us/reader036/viewer/2022062511/5518ccfb550346881f8b5b4d/html5/thumbnails/4.jpg)
• The Perfect Storm of Events– IT Security – NASA’s Mission Model– Expiring Agency and Center Contracts– Cost – Integration and Governance
The Need for IT Change
4
![Page 5: Abstract To provide efficient and effective access to enterprise information that meets stakeholder needs and supports mission success, NASA is implementing](https://reader036.vdocuments.us/reader036/viewer/2022062511/5518ccfb550346881f8b5b4d/html5/thumbnails/5.jpg)
NASA’S IT and I3P GOALS AND OBJECTIVES
5
![Page 6: Abstract To provide efficient and effective access to enterprise information that meets stakeholder needs and supports mission success, NASA is implementing](https://reader036.vdocuments.us/reader036/viewer/2022062511/5518ccfb550346881f8b5b4d/html5/thumbnails/6.jpg)
NASA’s IT Objective
• NASA 2011 Strategic Plan Goal 5 – Enable Program and institutional capabilities to conduct NASA’s aeronautics and space activities.
• Outcome 5.2: Ensure vital assets are ready, available and appropriately sized to conduct NASA’s missions
• Objective 5.2.2: Provide information technology that advances NASA space and research program results and promotes open dissemination through efficient, innovative, reliable, and responsive services that appropriately secure and valued by stakeholders and the public
6
![Page 7: Abstract To provide efficient and effective access to enterprise information that meets stakeholder needs and supports mission success, NASA is implementing](https://reader036.vdocuments.us/reader036/viewer/2022062511/5518ccfb550346881f8b5b4d/html5/thumbnails/7.jpg)
I3P OBJECTIVES
• Improve the integration of Agency IT services and processes to minimize customer and technical impacts of IT service fulfillment, changes and events
• Ensure efficiency in providing, and stemming from, IT services
• Leverage innovation and new technology to improve IT services in support of the mission
• Provide responsive, appropriately sized IT services to meet NASA mission and mission support requirements
• Manage Agency IT services risk and compliance• Enhance the customer experience
7
![Page 8: Abstract To provide efficient and effective access to enterprise information that meets stakeholder needs and supports mission success, NASA is implementing](https://reader036.vdocuments.us/reader036/viewer/2022062511/5518ccfb550346881f8b5b4d/html5/thumbnails/8.jpg)
COMPONENTS AND CONCEPT OF OPERATIONS
8
![Page 9: Abstract To provide efficient and effective access to enterprise information that meets stakeholder needs and supports mission success, NASA is implementing](https://reader036.vdocuments.us/reader036/viewer/2022062511/5518ccfb550346881f8b5b4d/html5/thumbnails/9.jpg)
I3P Service Components
9
![Page 10: Abstract To provide efficient and effective access to enterprise information that meets stakeholder needs and supports mission success, NASA is implementing](https://reader036.vdocuments.us/reader036/viewer/2022062511/5518ccfb550346881f8b5b4d/html5/thumbnails/10.jpg)
I3P Major Contracts
10
Contract: EAST
Vendor: SAIC
Service Office: MSFC
Contract: ACES
Vendor: HP
Service Office: NSSC
Contract: WEST
Vendor: TBD
Service Office: GSFC
Contract: NICS
Vendor: SAIC
Service Office: MSFC, GSFC, and ARC
(NSSC)
![Page 11: Abstract To provide efficient and effective access to enterprise information that meets stakeholder needs and supports mission success, NASA is implementing](https://reader036.vdocuments.us/reader036/viewer/2022062511/5518ccfb550346881f8b5b4d/html5/thumbnails/11.jpg)
NASA’s IT Service Management Model:ITIL v3
ServiceStrategy
ServiceDesign
ServiceOperations
ServiceTransition
ContinualServiceImprovement
The Business/Customers
EA, Service Portfolio MgmtDemand & Financial Mgmt
Innovation, Pilots, ProjectsAvailability & Capacity Mgmt
Change MgmtConfig Mgmt
Fulfillment, Incident, Problem mgmt
Process metrics, Service metrics,Improvement recommendations
Rationale:• Service focus• Industry best practice • Process-based• Best model to ensure
integration of NASA’s IT services
11
![Page 12: Abstract To provide efficient and effective access to enterprise information that meets stakeholder needs and supports mission success, NASA is implementing](https://reader036.vdocuments.us/reader036/viewer/2022062511/5518ccfb550346881f8b5b4d/html5/thumbnails/12.jpg)
Service Management Roles
12
![Page 13: Abstract To provide efficient and effective access to enterprise information that meets stakeholder needs and supports mission success, NASA is implementing](https://reader036.vdocuments.us/reader036/viewer/2022062511/5518ccfb550346881f8b5b4d/html5/thumbnails/13.jpg)
Working Groups
Working Groups
Working Groups
1. Strategy
2. Architecture 3. Operations(7 Operational Boards)
Security
Applications
End User
Communications
Info Mgmt
Data Center
IT Management Board
Enterprise Architecture Board
The primary purpose of a board is to make decisions.
Enterprise Change Advisory Board
Supporting Governance Structure
Web
Decisions may be escalated based on impact, scope, sensitivity, etc.
All boards must have a formal charter and be approved by the ITMB.
DECISI
ONS
RECOMMENDATIONS
RECOMMENDATIONS
RECOMMENDATIONS
13
![Page 14: Abstract To provide efficient and effective access to enterprise information that meets stakeholder needs and supports mission success, NASA is implementing](https://reader036.vdocuments.us/reader036/viewer/2022062511/5518ccfb550346881f8b5b4d/html5/thumbnails/14.jpg)
PROGRESS AND CHALLENGES
14
![Page 15: Abstract To provide efficient and effective access to enterprise information that meets stakeholder needs and supports mission success, NASA is implementing](https://reader036.vdocuments.us/reader036/viewer/2022062511/5518ccfb550346881f8b5b4d/html5/thumbnails/15.jpg)
• Service Contracts– Enterprise Service Desk and Ordering System at NSSC– EAST, NICS, ACES awarded– WEST pending award (as of 7/15/11)– NEDC procurement discontinued
• Organization established– OCIO now aligned to new service model– Key roles and responsibilities identified and filled– Service Offices Established– I3P Business Office in process of being established at NSSC
• IT Service Management Structure• Incident, Service Request, Change, Problem, and Configuration
Management processes defined• Knowledge and Performance Management capture and reporting in
place• IT Operations Handbook in development
• Governance Structure established– Boards and working groups are in the process of being restructured
and chartered
Progress
15
![Page 16: Abstract To provide efficient and effective access to enterprise information that meets stakeholder needs and supports mission success, NASA is implementing](https://reader036.vdocuments.us/reader036/viewer/2022062511/5518ccfb550346881f8b5b4d/html5/thumbnails/16.jpg)
Challenges
• ACES – Wave 1: Replace 15,000 desktops/laptops by Nov 1
• Coordination, testing, training, disposal, etc• ESD/ESRS
– Knowledge articles, training, vendor (I3P & non-I3P) integration • NICS
– Property transfer and configuration management– New processes and funding model
• I3P Consolidated Business Office– New processes– Distributed support
• EAST– Factory model is a paradigm shift
• PROGRAM– Hiring freeze
16
![Page 17: Abstract To provide efficient and effective access to enterprise information that meets stakeholder needs and supports mission success, NASA is implementing](https://reader036.vdocuments.us/reader036/viewer/2022062511/5518ccfb550346881f8b5b4d/html5/thumbnails/17.jpg)
PATH FORWARD
17
![Page 18: Abstract To provide efficient and effective access to enterprise information that meets stakeholder needs and supports mission success, NASA is implementing](https://reader036.vdocuments.us/reader036/viewer/2022062511/5518ccfb550346881f8b5b4d/html5/thumbnails/18.jpg)
• Complete phase in and implementation of contracts• Improve fidelity of costs and business processes• Transition daily operations to new structure and
processes– Implement governance model and ITIL processes– Conduct role-based training
• Implement performance management framework• Prioritize and define remaining ITIL processes • Continually improve delivery
– Continuous Process and Service Improvement
Path Forward
17
![Page 19: Abstract To provide efficient and effective access to enterprise information that meets stakeholder needs and supports mission success, NASA is implementing](https://reader036.vdocuments.us/reader036/viewer/2022062511/5518ccfb550346881f8b5b4d/html5/thumbnails/19.jpg)
Integrated Timeline (as of 7/1/2011)
DFRC
GSFC
HQ
KSC
NSSC
GRC
MSFC
SSC
ARC
LaRC
JPL
JSC
ESD ACES Support
ESD NICS SupportESD EAST SupportESD WEB Support
2011
FEBJULCenters OCT NOVMAY JUN AUG SEP
2012
DEC MAR APR MAYJAN JUN
P P
WEST Go Live Transition Planning
P
P
P ACES Pilot Phase ACES ACES Rollout NICS NICS Transition WEST WEST Go-Live EAST EAST -ESD transition
ACES: Wave 1 Transition Planning
EAST (Tentative)
NICS (All)
NICS (LAN )
NICS
ACES : ODIN Support
ACES : ODIN Support
ACES: ODIN Support
ACES : ODIN Support
ACES : ODIN Support ACES ODIN Support
ACES Wave 3ACES Wave 2ACES ROLLOUT
ACES ROLLOUT
ACES ROLLOUT
P
NICS (Firewall)
NICS Transition
NICS Go Live Transition Planning
NICS (LAN )
ACES: Wave 2 Transition PlanningACES: 3 Transition Planning
PNICS ACESACES : ODIN SupportACES ROLLOUT
PNICS (All)
ACES : ODIN Support
ACES ROLLOUT
ACES ROLLOUTPACES : ODIN Support
NICS (All)
P ACES Rollout
ACES: ODIN SupportNICS (All)
P
NICS (Firewall)ACES : ODIN SupportACES ROLLOUTP
NICS (LAN)ACES ROLLOUTPACES : ODIN Support
NICS(NISN WAN)
NICS (LAN)P ACES Rollout
NICS (All)ACES : ODIN Support
NICS (All) P ACESACES ROLLOUTP
WES
T G
O-LI
VE
WES
TGO-
LIV
E
ACES: ODIN Support
ACES Wave 1
18
![Page 20: Abstract To provide efficient and effective access to enterprise information that meets stakeholder needs and supports mission success, NASA is implementing](https://reader036.vdocuments.us/reader036/viewer/2022062511/5518ccfb550346881f8b5b4d/html5/thumbnails/20.jpg)
LESSONS LEARNED
18
![Page 21: Abstract To provide efficient and effective access to enterprise information that meets stakeholder needs and supports mission success, NASA is implementing](https://reader036.vdocuments.us/reader036/viewer/2022062511/5518ccfb550346881f8b5b4d/html5/thumbnails/21.jpg)
Build lots of slack into the scheduleEstablish strong Integrated Procurement Teams with a senior level leader over the teams to ensure effective coordinationTry to limit procurement dependencies as much as possible – don’t over-reachLimit program turnover as much as possibleGet help (other Agencies, consultants, IRT, etc)Stand up a PMO for oversight and process rigorRisk Management BoardPut the best people on the effort
Integration ManagerCenter Integration Leads
Communicate, communicate, communicate
Lessons Learned
19
![Page 22: Abstract To provide efficient and effective access to enterprise information that meets stakeholder needs and supports mission success, NASA is implementing](https://reader036.vdocuments.us/reader036/viewer/2022062511/5518ccfb550346881f8b5b4d/html5/thumbnails/22.jpg)
QUESTIONS?
For more information:Internal NASA: http://insidenasa.nasa.gov/ocio/i3pExternal: www.nasa.gov/ocioI3P Acquisitions: i3p-acq.ksc.nasa.gov/i3p/default.cfm
20