The Enterprise Service Desk: NASA’s Single Point of Contact

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

What if The Enterprise Service Desk: NASA’s Single Point of Contact for CustomerFocused 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? 2

NASA’s approach is to. Implement an Enterprise Service Desk focused on: The Enterprise Service Desk: NASA’s Single Point of Contact for CustomerFocused Service and Support —— August 16, 2010 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 ITspecific and non-IT institutional services over time Provide customers with information using a variety of channels concerning the NASA IT infrastructure status 3

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 CustomerFocused Service and Support —— August 16, 2010 4

Help Desk vs. Service Desk Help Desk Trouble ticket logging Some break/fix The Enterprise Service Desk: NASA’s Single Point of Contact for CustomerFocused Service and Support —— August 16, 2010 5 Service Desk Break/fix Knowledge management Self help / Tier 0 Collaboration and integration with service teams and other IT processes

Combining the best of Shared Services with ITIL ITIL ITIL Service Service Support Support Incident Incident Management Management Problem Problem Management Management Service Service Desk Desk Change Change Management Management Release Release Management Management Configuration Configuration Management Management Service Service Delivery Delivery Service Service Level Level Management Management Availability Management Availability Management Capacity Capacity Management Management Financial Financial Management Management IT IT Service Service Continuity Continuity Management Management The Enterprise Service Desk: NASA’s Single Point of Contact for CustomerFocused Service and Support —— August 16, 2010 Shared Shared Services Services Tenets Tenets Formal Formal governance governance structure structure Structured management Structured management of of customer customer interactions interactions Pricing Pricing model model // Chargeback Chargeback mechanism mechanism Business Business intelligence intelligence infrastructure infrastructure Structured customer feedback Structured customer feedback Web Web interface interface Service Service Level Level Indicators Indicators (SLIs) (SLIs) and and Service Service Level Level Agreements Agreements (SLAs) (SLAs) Transparency in performance Transparency in performance & & cost cost Paperless processing Paperless processing Enterprise Enterprise Resource Resource Planning Planning (ERP) (ERP) system system for for core core business business functions functions Enterprise Service Desk 6

Major Components of the ESD The Enterprise Service Desk: NASA’s Single Point of Contact for CustomerFocused Service and Support —— August 16, 2010 7 Tier 1 help desk Tier 0 self service Enterprise notification service Enterprise Service Request System (ESRS) Performance reporting Customer satisfaction survey management

Enterprise Service Desk (ESD) The Enterprise Service Desk: NASA’s Single Point of Contact for CustomerFocused 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 8

Tier 0 / Self Service The Enterprise Service Desk: NASA’s Single Point of Contact for CustomerFocused 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 9

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

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

Performance Reporting and Customer Satisfaction Surveys The Enterprise Service Desk: NASA’s Single Point of Contact for CustomerFocused Service and Support —— August 16, 2010 12 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

Today and Tomorrow 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 The Enterprise Service Desk: NASA’s Single Point of Contact for CustomerFocused Service and Support —— August 16, 2010 13

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

Questions? The Enterprise Service Desk: NASA’s Single Point of Contact for CustomerFocused Service and Support —— August 16, 2010 15

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