Enterprise Service Desk Begins Operation at the NSSC - Nasa

Enterprise Service Desk Begins Operation at the NSSC
The new Enterprise Service Desk (ESD) located at the NASA Shared Services Center (NSSC)
begins operation on Tuesday, November 1, 2011. The ESD will replace the current ODIN
Enterprise Service Desk under the Outsourcing Desktop Initiative for NASA (ODIN) contract.
The ESD will provide support for services such as: computing and mobile phone seats, network
printers and multi-function devices (MFDs), e-mail and calendaring, Web services and
technologies, end-user services, data-center services, network services, telecommunication
services, and more.
The ESD will provide consolidated help desk services and will function as the interface between
end users and the Information Technology (IT) Infrastructure Integration Program (I3P) service
providers. The ESD is one of five Agency-wide service contracts under the I3P, providing many
features and services including:
A 24/7 help desk;
Call Analysts for first call resolution services;
A self-help Web site with knowledge articles on I3P services;
An ordering system for I3P services and equipment (including the ACES Product
Catalog (APC));
A service request system;
An online status of inquiries and tickets;
A notification subscription system; and
System status feature.
While the ESD will be available on November 1, some of the services mentioned above may be
available on different dates, which will vary by I3P contract and NASA Center.
The ESD will be your gateway to I3P. The service will provide a single point of contact via the
Web and a service desk for resolving help tickets, ordering services, obtaining status of
inquiries, and subscribing to notifications. The goal is to provide an IT experience fit for the
world class workforce NASA employs.
Start your journey at: https://esd.nasa.gov/
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RELEASED - Printed documents may be obsolete; validate prior to use.