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+ ITCD Home > Projects & Initiatives > ESD
 
ENTERPRISE SERVICE DESK – HQ TRANSITION
 
What is ESD?

The way you order or request assistance for your IT equipment and services at NASA HQ is changing.  The new Enterprise Service Desk (ESD) will begin operation on November 1, 2011. 
The ESD is one of five agency-wide service contracts under NASA’s IT Infrastructure Integration Program (I3P). The ESD will provide a central service desk, service request system, and self-service Web site. ESD is the main interface between end users and the I3P service providers. The ESD will replace the current Enterprise Service Desk (ESD) under the Outsourcing Desktop Initiative for NASA (ODIN) contract.

The NASA Shared Services Center (NSSC) is the host Center for ESD. The ESD service provider is Computer Science Corporation (CSC). The ESD Service Office is working with CSC to implement a smooth transition.

Services provided by the ESD:

  • A self-help Web site with knowledge articles on I3P services
  • An ordering system for I3P services (with approval queues and workflows)
  • Access to all I3P services including the ACES Product Catalog (APC)
  • Enterprise Notification System (ENS) for planned/unplanned outages (with subscription capabilities)
  • System status capabilities

When the Enterprise Service Desk (ESD) is implemented, it will be the single point of contact for end users to report incidents and order IT services. As an end user, you will identify your IT needs through the ACES Product Catalog (APC). The Enterprise Service Request System (ESRS) will be the single system for ordering services. You will access the system, select the proper approver, and place your IT service request. And then, you will be able to follow the status of your request online.

 

TRAINING

For Org Approvers and Resource Approvers: ITCD will be hosting ESD familiarization sessions before and after the November 1 launch date. These walk-in sessions are for HQ personnel with ESD “Org Approver” (responsible for approving an employee’s request for a service or product) and/or “Resource Approver” (responsible for approving funding for requests). Representatives from ITCD will be on-hand to answer questions and assist with a walk through of the ESD system. Computers will be available to view online training modules developed by the ESD Service Office and perform hands-on familiarization. The sessions will be held in the Computer Training Center (CTC), room 3Q53. All IT POCs and those with an ESD approver role at HQ are strongly encouraged to attend one or more sessions.

ESD Familiarization Training for Org Approvers and Resource Approvers
Dates
Times
Locations
Thursday, October 27
2:30 – 4 p.m.
3Q53 (CTC)
Monday, October 31
9:30 a.m. – 12 p.m.
3Q53 (CTC)
Monday, October 31
1:30 – 4 p.m.
3Q53 (CTC)
Wednesday, November 2
1:30 – 4 p.m.
3Q53 (CTC)
Thursday, November 3
9:30 a.m. – 12 p.m.
3Q53 (CTC)
Thursday, November 3
2:30 – 4 p.m.
3Q53 (CTC)

 
DOCUMENTATION

 

 
TEAM

Tuesday Dodson 
Subject Matter Expert
358-1184

 
 
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