NASA’s “Big Bang” Service Delivery Transformation:

Shared Services in the Cloud

Paul RydeenNASA Shared Services Center (NSSC)Enterprise Service Center (ESC) Program Manager

National Aeronautics and Space Administration

Agenda

• National Aeronautics and Space Administration (NASA) Overview• NASA Shared Services Center (NSSC) Overview• Where We Are Today• The Migration To The Cloud• Top Takeaways

NASA Vision

• We reach for new heights and reveal the unknown for the benefit of humankind

NASA Mission Statement

• Drive advances in science, technology, aeronautics and space

exploration to enhance knowledge, education, innovation,

economic vitality and stewardship of Earth

NASA Centers

• 17,605 Civil Service employees and 28,693 contractors at or near

10 Field Centers and NASA Headquarters

• Four Mission Directorates:

– Aeronautics Research Mission Directorate

– Human Exploration & Operations Mission Directorate

– Science Mission Directorate

– Space Technology Mission Directorate

• NASA’s FY17 budget is $19.0 billion

The National Aeronautics and Space Administration (NASA)

• A business model for delivering support services

• Provides high-quality service and achieves cost

savings for NASA

• Opened for service in March 2006

What is the NASA Shared Services Center (NSSC)?

• Reduces resources expended for support

• Provides better quality, more timely services at lower cost

• Improves data integrity, consistency, and accountability

• Standardizes core business processes

• Facilitates process re-engineering and automation

• Leverages consolidated spending with vendors to negotiate better terms and prices

• Promotes strategic management of NASA resources

Why Shared Services for NASA?

NSSC Vision

Unparalleled Service

NSSC Mission

To provide timely, accurate, high-quality,

cost-effective and customer-focused

support for selected NASA business and technical services.

NSSC Divisions

Procurement Services

Financial Management

ServicesHuman Resources Services Enterprise Services Agency Business

Support

• Grants Awards & Admin.

• Consolidated Contract Management

• Enterprise License Management

• Support of Agency I3P Contracts

• SBIR/STTR Contracts Awards & Admin.

• Simplified Acquisitions Threshold (SAT)

• P-Card

• Accounts Payable• Accounts

Receivable• Employee Travel

Expense Report Payments (Foreign, Domestic, and ETDY)

• Employee Relocation Services

• (ETDY Transition)

• Benefits & Retirement• Personnel Action

Processing• eOPF• Training• In-Processing• Leave• Information Materials• Classification Appeals• HR surveys• SES• Drug Testing• Financial Disclosures• Payroll• Awards• Employee Notices• Work for NASA• Unemployment

Compensation• Federal Employees’

Workers Compensation• Suitability Adjudication for

Civil Servant New Hires• (Classifications)

• Customer Contact Center

• Enterprise Service Desk

• Document Imaging and Processing

• NCCIPS• (Robotic

Processing Automation)

• Budgeting and Resource Management

NSS

C Se

rvic

es

Decision and Implementation

Need for upgrade identified

Business case

2012

ServiceNow pilot

Planning begun

20142016

Initial discovery sessions

High-Level requirements

and designEarly

deployment of Service Catalog

Go-Live! Stabilization &enhancements,Perf. Analytics

Development

2011 2013

2015

Early deployment of Asset Mgmt. & invoice

reconciliation tool

CSI & new business

Problem Statement:• Current environment dependent on a solution that was approaching EOL• The market offered new alternatives for cloud products (SaaS) not previously

available• Need to upgrade w/ no disruption of service• Need to consider TCO, risk, and benefits while encouraging innovation

2017 and beyond

Where We Are Today• 2500 “fulfiller” users (Software-as-a-Service [SaaS] subscribers)

• 45,000 potential self-service users + members of the public

• 70,000 active IT assets being managed in the system

• 600,000 contacts per year

• 350,000 incident tickets

• 130,000 cases (HR / PR / FM)

• 120,000 catalog requests

Organizational / Business Approach

• Adopted Agile / Scrum methodology to facilitate this massive undertaking

• Used ServiceNow’s Software Development Lifecycle (SDLC) application to

keep teams organized and on track

• Application was quickly tailored to meet NASA’s specific needs for this project

• Needed external help to complete project

• ServiceNow technical consultants

• Additional testers

• Agile / Scrum coachLesson Learned: Use Agile / Scrum for quick wins through iterative development. Also eases change management (training happens faster because users are hands-on earlier.)

Training

• Existing staff needed training to be successful

• Agile / Scrum methodology

• ServiceNow out-of-the-box (OOTB) functionality

• Technical Team needed additional training

• ServiceNow system administration

• Scripting in ServiceNow

Lesson Learned: Start educating your entire organization before you start anything. Hold familiarization training and OOTB lab sessions, especially for LOB SMEs who will have to help train and write requirements.

Laying the IT Service Management (ITSM) Foundation

• Successful project go-live would be for naught without

strong IT service support once we were in production

• A functioning ITSM suite was critical to

post-deployment operations

• Robust web services integrations with third-party

contractor systems were also required for hand-offs to L2

• Call Tickets

• These are “quick tickets” for intake & triage at Tier 1

• Integrated with Tier 0 & email to leverage automation

• Integrated with Incident Mgmt. & Case Mgmt.

applications for handoff to Tier 2/3 when needed

• IT issues are transferred to Incident Management

• Good foundation for routing & tracking issues

• Tier 2 = NSSC or external Service Providers (Tier 2 tasked

within our system or via Web Services Integrations)

• Tier 3 = NSSC Civil Servants or external suppliers

Laying the IT Service Management (ITSM) Foundation (cont.)

• Administrative issues are transferred to Case Mgmt.

• Extended the OOTB HR Case Mgmt. application to all LOB’s (HR / PR / FM / Support Operations)

• L2 = NSSC Service Providers

• L3 = NSSC Civil Servants

• Service Catalog• Built well-defined entry points at ESD Tier 0 for ~250 IT services

• NASA users cannot call ESD to request these items (self-serve only)

• Implemented data-driven routing to approvers and fulfillers

• Created functionality for automatic schedule-driven catalog requests

• Created web services integrations with third-party vendors

• Expanded to non-IT service areas after go-live (HR / PR / FM)

Laying the IT Service Management (ITSM) Foundation (cont.)

• Created a next-generation self-service portal using ServiceNow Content Mgmt. System (CMS)

• Portal focuses on making information and actions easy to find and use

• Utilized Twitter Bootstrap to implement a responsive design that provides intuitive navigation across device types

• Site allows users to search knowledge, reset passwords, access quick links, submit and view tickets, view assets assigned to them, leave feedback, and access our custom notifications tool

• Work is in progress to migrate from the CMS into a true service portal

Tier 0 Self-Service Portal

Lesson Learned: Adopt a constant message: This will not look like X (insert your legacy system here)!

Top Takeaways

• Select a single-platform tool with fully integrated modules and reporting

• Start educating your entire organization before you start anything

• Use project team members who are knowledgeable with your selected system and with your business processes

• Use Agile / Scrum for quick wins through iterative development; and

• Adopt a constant message: “This will not look like the legacy system.”

Paul Rydeen

ESD Service Office Manager

NASA Shared Services Centerhttps://www.nssc.nasa.gov/

paul.j.rydeen@nasa.gov

Thank You

Photos are all available via NASA Image of the Day:

Slide 1: Expedition 46 flight engineer Tim Peake of the European Space Agency (ESA) shared this stunning nighttime photograph with his social media followers on Jan. 25, 2016, writing, "Beautiful night pass over Italy, Alps and Mediterranean." Space Station Flyover of the Mediterranean

Slide 2: For the first time in almost 40 years, a NASA human-rated rocket has completed all steps needed to clear a critical design review (CDR). The agency’s Space Launch System (SLS) is the first vehicle designed to meet the challenges of the journey to Mars and the first exploration class rocket since the Saturn V. NASA’s Space Launch System Design ‘Right on Track’ for Journey to Mars

Slide 3: A composite of seven images shows the full moon at perigee, or supermoon, during a total lunar eclipse on Sunday, Sept. 27, 2015, in Denver. The combination of a supermoon and total lunar eclipse last occurred in 1982 and will not happen again until 2033.

Slide 4: Sunrise from the International Space Station: NASA astronaut Reid Wiseman posted this image of a sunrise, captured from the International Space Station, to social media on Oct. 29, 2014. Wiseman wrote, "Not every day is easy. Yesterday was a tough one.“ Wiseman was referring to the loss on Oct. 28 of the Orbital Sciences Corporation Antares rocket and Cygnus spacecraft, moments after launch at NASA's Wallops Flight Facility in Virginia. The Cygnus spacecraft was filled with about 5,000 pounds of supplies slated for the International Space Station, including science experiments, experiment hardware, spare parts, and crew provisions. The station crew is in no danger of running out of food or other critical supplies.

Slide 5: This self-portrait of NASA's Curiosity Mars rover shows the vehicle at "Namib Dune," where the rover's activities included scuffing into the dune with a wheel and scooping samples of sand for laboratory analysis. Curiosity Self-Portrait at Martian Sand Dune

Slide 7: NASA astronaut Scott Kelly shared a series of five sunrise photographs on Tuesday, March 1, 2016, as he prepared to depart the space station and return to Earth aboard a Soyuz TMA-18M spacecraft. Kelly and Russian cosmonauts Mikhail Kornienko and Sergey Volkov are scheduled to undock their Soyuz at 8:02 p.m. EST and land at 11:25 p.m. Last Sunrise From a Year in Space

Slide 8: Expedition 46 Flight Engineer Tim Kopra on a Dec. 21, 2015 spacewalk, in which Kopra and Expedition 46 Commander Scott Kelly successfully moved the International Space Station's mobile transporter rail car ahead of Wednesday's docking of a Russian cargo supply spacecraft. NASA Astronaut Tim Kopra on Dec. 21 Spacewalk

Slide 11: Pluto’s haze layer shows its blue color in this picture taken by the New Horizons Ralph/Multispectral Visible Imaging Camera (MVIC). The high-altitude haze is thought to be similar in nature to that seen at Saturn’s moon Titan. This image was generated by software that combines information from blue, red and near-infrared images. Pluto’s Blue Sky

Slide 13: On March 16, 1966, command pilot Neil Armstrong and pilot David Scott successfully docked their Gemini VIII spacecraft with the Agenatarget vehicle, the first-ever linking of two spacecraft together in Earth orbit. This crucial spaceflight technology milestone would prove vital to the success of future moon landing missions. March 16, 1966: Gemini's First Docking of Two Spacecraft in Earth Orbit

Slide 14: Expedition 46 Commander Scott Kelly of NASA captured this image from aboard the International Space Station, of the Dec. 11, 2015 undocking and departure of the Soyuz TMA-17M carrying home Expedition 45 crew members Kjell Lindgren of NASA, Oleg Kononenko of the Russian Federal Space Agency and Kimiya Yui of JAXA. Expedition 45 Crew Members Return Home

Slide 15: Expedition 46 flight engineer Tim Peake of ESA captured this photo on Jan. 29, 2016 from the International Space Station, as the robotic arm in Japan's Kibo laboratory successfully deployed two combined satellites: AggieSat4 built by Texas A&M University students, and BEVO-2 built by University of Texas students. Successful Deployment of University Satellites from Space Station

Slide 16: Expedition 24 Flight Engineer Tracy Caldwell Dyson talks to her husband on a satellite phone shortly after landing in the Soyuz TMA-18 spacecraft with fellow crew members Commander Alexander Skvortsov and Mikhail Kornienko near the town of Arkalyk, Kazakhstan on Saturday, Sept. 25, 2010. Russian Cosmonauts Skvortsov and Kornienko and NASA Astronaut Caldwell Dyson, are returning from six months onboard the International Space Station where they served as members of the Expedition 23 and 24 crews. Expedition 24 Soyuz Landing

Slide 17: NASA's Cassini spacecraft captured this view of Saturn's moon Enceladus that shows wrinkled plains that are remarkably youthful in appearance, being generally free of large impact craters. Tilted Terminator

Slide 18: NASA astronaut Scott Kelly (@StationCDRKelly) captured photographs and video of auroras on June 22, 2015. Kelly wrote, "Yesterday's aurora was an impressive show from 250 miles up. Good morning from the International Space Station! #YearInSpace" Flying over an Aurora

Slide 19: Astronaut James H. Newman waves during a spacewalk preparing for release of the first combined elements of the International Space Station. Celebrating Fifteen Years of the International Space Station