terry jackson paul rydeen august 16, 2010
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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…. - PowerPoint PPT PresentationTRANSCRIPT
The Enterprise Service Desk: NASA’s
Single Point of Contact for Customer-Focused Service and
Support
Terry Jackson
Paul Rydeen
August 16, 2010
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What if…
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?
The Enterprise Service Desk: NASA’s Single Point of Contact for Customer-Focused Service and Support —— August 16, 2010
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NASA’s approach is to..
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
The Enterprise Service Desk: NASA’s Single Point of Contact for Customer-Focused Service and Support —— August 16, 2010
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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
How does the ESD fit into the NASA I3P Strategy?
The Enterprise Service Desk: NASA’s Single Point of Contact for Customer-Focused Service and Support —— August 16, 2010
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The Enterprise Service Desk: NASA’s Single Point of Contact for Customer-Focused Service and Support —— August 16, 2010
Help Desk vs. Service Desk
• Trouble ticket logging
• Some break/fix
Help Desk Service Desk
• Break/fix
• Knowledge management
• Self help / Tier 0
• Collaboration and integration with service teams and other IT processes
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Combining the best of Shared Services with ITIL
The Enterprise Service Desk: NASA’s Single Point of Contact for Customer-Focused Service and Support —— August 16, 2010
ITILITIL
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
ITILITIL
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 TenetsShared 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
Shared Services TenetsShared 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
Enterprise Service Desk Enterprise Service Desk
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Major Components of the ESD
Tier 1 help desk Tier 0 self service Enterprise notification service Enterprise Service Request System (ESRS) Performance reporting Customer satisfaction survey management
The Enterprise Service Desk: NASA’s Single Point of Contact for Customer-Focused Service and Support —— August 16, 2010
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Enterprise Service Desk (ESD)
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 enabledThe Enterprise Service
Desk: NASA’s Single Point of Contact for Customer-Focused Service and Support —— August 16, 2010
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Tier 0 / Self Service
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
The Enterprise Service Desk: NASA’s Single Point of Contact for Customer-Focused Service and Support —— August 16, 2010
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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 Customer-Focused Service and Support —— August 16, 2010
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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 Customer-Focused Service and Support —— August 16, 2010
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Performance Reporting and Customer Satisfaction Surveys
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
The Enterprise Service Desk: NASA’s Single Point of Contact for Customer-Focused Service and Support —— August 16, 2010
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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 Customer-Focused Service and Support —— August 16, 2010
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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 Customer-Focused Service and Support —— August 16, 2010
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Questions?
The Enterprise Service Desk: NASA’s Single Point of Contact for Customer-Focused Service and Support —— August 16, 2010
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The Enterprise Service Desk: NASA’sSingle Point of Contact for Customer-Focused Service and Support —— August 16, 2010
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