enterprise service desk (esd) saurabh baveja august 16, 2011
TRANSCRIPT
Enterprise Service Desk (ESD)
Saurabh Baveja
August 16, 2011
ESD Introduction
• The NASA Enterprise Service Desk (ESD) is the interface between the customer and NASA’s I3P contracts (ACES, NICS, EAST, WEST, NEDC). It will provide the following services:– Consolidated help desk– Self-service website– Enterprise notification service– I3P service request processing capability
• It’s operated as a service from the NASA Shared Services Center (NSSC) located in Mississippi
• It hosts the Configuration Management Database (CMDB) that identifies the health, status, and configuration of NASA I3P infrastructure
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NASA’s ESD Vision
• The NASA Enterprise Service Desk (ESD) will:– Provide 24x7 Operations (staffed and self service)– Combining Shared Services tenets with ITIL (IT
Infrastructure Library) processes– Establish 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
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June 2011
ESD Contract Start
(Operations)WEST Wave(s)
Start
Nov 2011
ACES Wave One
Dec 2011
NICS ESD Migration
Jan 2012
ACES Wave Two
Mar 2012
ACES Wave Three
Note: EAST migration dates are TBD.
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ESD Service TransitionMilestones
What’s staying the same?
The following components will remain unchanged:• Incident tracking, triage, routing, and escalation• Professionally staffed agents available 24x7
– Flexible staffing to support peak periods• SLA/SLI monitored and managed• Linked to other Agency help desks for non-I3P
issues/requests• Performance reporting • Customer satisfaction survey management• Leverage existing NSSC customer contact center
infrastructure
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Tier 0 – Self Service
• End users will access Tier 0 via the existing NSSC customer service portal. The Self-service page will have the following capabilities:
– I3P knowledge articles that empowers the end user to resolve many issues quickly without calling the service desk
– Dynamic FAQs
– Obtain 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 6
Enterprise Notification Service
• Enterprise and community users directed notifications– Planned/Unplanned outages and status
• Multiple channel information dissemination
• Automated scheduling based on I3P environment status
• Coordinated with I3P contractors providing infrastructure services
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Enterprise Service Request System (ESRS)
• 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
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One Stop Shop!