NASA's Big Bang Service Delivery Transformation

[larelrogers]

Session ID:

17BE09

Presenter(s):

• Andre Billiot - IT Chief Engineer
  
• Paul Rydeen - ESD Service Officer Manager

Company(s):

NSSC, NASA

Abstract:

NASA embarked on an Agency-wide Shared Services service delivery transformation, the scope of which is exemplary of service management across an enterprise. In this session the team will highlight the project that has truly transformed the way more than 50 different services are requested and delivered to its 40,000+ employees. Key to this transformation were these imperatives: 1) Maturing IT processes 2) Establishing a true ERP for IT system that has become the standard for capturing transaction histories well outside of just IT 3) Creating a consistent method for requesting and delivering services 4) Introducing an advanced self-service portal 5) Ensuring complete data transparency, visibility and reporting 6) Eliminating manual errors by automating routine tasks and hand-offs In this session, the team will explicitly discuss and showcase the business and technical approach NASA took to massively transform its service delivery approach across groups including its Enterprise Service Desk for Tier 0 support, HR, Finance, Procurement and its support operations division.

Date and Time:

Tuesday, May 17, 2016 @3:50 PM - 4:40 PM