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					                                                                                          HQ ESD Transition
                                                                                          Questions/Answers
                                                                                             November 9, 2011


                          HQ ESD TRANSITION QUESTIONS                                                                                                  new/
                                                                                                               RESPONSE                                               Category
                        Answers will be posted when available                                                                                         updated


    How many systems do I use on November 1 if I need to on-board someone into
    HQ? I'm pretty sure that we need to use IdMAX to create an identity and to
    request a token. Do I use CICO for some aspects (e.g. How do I get approval     As of Nov 1st you will continue to use two systems (IDMAX
1   from Facilities for an office for the new person? What about parking/fare       and CICO) to on-board employees, which includes Facilities,
    subsidy? Does physical security also need me to do something in CICO, or        parking/fare subsidy. The ESRS will be used to request a
    does the IdMAX request cover everything that they need now?)? Do I use          computer once the services are completely supported in the
    ESRS to request a computer seat?                                                system.                                                                     On-Boarding

                                                                                    You will continue to use the CICO system to order mobile
    How do I request a BlackBerry or iPhone for a person as of November 1?          devices until this service is completely supported in the ESRS.
2   What options are available to a person in my office? (Are these listed          Descriptions of each device is found in the ACES Product
    somewhere in the ESRS? Somewhere else?)                                         Catalog.                                                                    PDA

    How much does a non-centrally-funded BlackBerry or iPhone cost our office as
3   of November 1?                                                               The cost is currently being negoitated.                                        Funding



    Am I able to use ESRS to request non-centrally-funded mobile devices even
4   though our office has not yet been given instructions on how much things cost
    and against what contract we are to put funding for our mobile devices?         duplicate                                                                   Funding

    When submitting a ticket using Tier 0 services to the ESRS, can I pick any
    priority and any category? (One of the videos said that each use "picks a
    priority" and that the user "picks a category" when submitting a ticket, but I have
5   no idea what those options are available and what they really mean.) Are there Yes. You can select any category and priority, however a ESD
    cost implications to selecting a priority or a category about which we should be Call Agent reviews each ticket to verify category and priority
    aware?                                                                              match description of ticket.                                            ESD




                                                                                                      1
                                                                                             HQ ESD Transition
                                                                                             Questions/Answers
                                                                                                 November 9, 2011


                           HQ ESD TRANSITION QUESTIONS                                                                                                    new/
                                                                                                                  RESPONSE                                             Category
                         Answers will be posted when available                                                                                           updated

     When I on-board a new person as of November 1, do I also use ESRS to           As of Nov 1st you will continue to use the CICO system to
6    request a desk phone? Do I use CICO for that until the NICS contract goes live order desk phones until this service is completely supported in
     on December 1?                                                                 the ESRS.                                                                      On-Boarding

     When I on-board a new person as of November 1, do I also need to request a         As of Nov 1st you will continue to use the CICO system to on-
7    LAN drop for the person? Will the process change when the NICS contract            board employees. Once the NICS contract goes live the ESRS
     goes live on December 1?                                                           will be updated to support this service.                                   On-Boarding/LAN



     If a person leaves on November 1, what is the process for off-boarding (i.e.
8    unsubscribing services) the individual? (I understand that this functionality is   As of Nov 1st you will continue to use the CICO system to off-
     not yet part of ESRS, and that they're just at the requirements gathering stage    board employees until this service is completely supported in
     for this update. What do we do in the meantime?)                                   the ESRS.                                                                  ESRS

     What roles in what system (specifics) do I need to request in NAMS in order to
     fulfill the HQ ITPOC role? (i.e. what is the specific name of the ESRS
9    application that has been put into the NAMS workflow? Is it ESRS or the name The roles of Org Approver, IT Approver and Resource
     spelled out? Is it ESD (or the name spelled out)? Something different from     Approver are available in NAMS and have been provisioned for
     either of these?)                                                              each organization based on your current roles in CICO.                         NAMS

                                                                                        P-Cards are only allowed for IT purchases at some Centers.
10                                                                                      You will need to check with your local IT department for their
     What are the P-Card requirements for IT purchases?                                 policy on P-Card use.                                                      P-Card

                                                                                        The local resource approver for the Center/Organization that
11   Who approves funding for IT purchases?                                             was approved in NAMS.                                                      Funding

                                                                                        ESD can support adding additional orders, but it is a Center
12   What augmentations will ITCD fund?                                                 decision as to how the orders will be funded.                              Funding



13                                                                                                                                                                 Personnel
     How will HQ order for On-Boarding?                                                 Through the On Behalf of Feature.                                          Add/Move/ Change

                                                                                                          2
                                                                                           HQ ESD Transition
                                                                                           Questions/Answers
                                                                                              November 9, 2011


                            HQ ESD TRANSITION QUESTIONS                                                                                                  new/
                                                                                                                RESPONSE                                              Category
                          Answers will be posted when available                                                                                         updated


                                                                                      The Org Approver will be the person who the
14                                                                                    Center/Organization has approved thorugh NAMS. For HQ,
     Will the Org Approver be a manager for each organization?                        this will usually be the ITPOC or OPOC.

                                                                                      This can vary based on role request. For HQ this is usually
15   Who approves the NAMS request for each role?                                     done by the ITCD staff.                                                     NAMS



                                                                                      When the employee moves, the local organization is
16                                                                                    responsible for ensuring the NED is updated. Once the NED is                Personnel
     What happens if an employee moves from one organization to another?              updated, ESD will be updated during the next nightly sync.                  Add/Move/ Change

                                                                                      The ESRS ordering system does allow the use of P-Cards.
                                                                                      However, the use of P-Cards may be disabled at your Center if
17                                                                                    your Center disallows the purchasing of IT services with P-
     Will HQ be using P-Cards for ESRS request?                                       Cards.                                                                      P-Card

                                                                                      No. If you order something through the Catalog, it will already
                                                                                      have been identified as a P-Card order. Instead of being routed
18   If P-Card is allowed for IT purchases, will users have to also input that        to the Resource Approver, it willl be approved automatically by
     information in the P-Card system.                                                the local P-Card holder.                                                    P-Card

                                                                                      The Enterprise I3P management team is responsible for
19                                                                                    managing all ESD licences. License purchases and
     How will the Software Library operate?                                           maintainance costs are included in the rates.                               Licences

                                                                                      Mission Directorates will fund the NSSC through the working
20   How is the flow going to work with the Mission Directorates sending funding to   capitol funding process. Contact the I3P Business Office for
     the NSSC?                                                                        more details on this process.                                               Funding


21   What is the timeframe for invoice reconcilation?                                 Contact the I3P Business Office for more details                            Funding


                                                                                                       3
                                                                                             HQ ESD Transition
                                                                                             Questions/Answers
                                                                                                 November 9, 2011


                            HQ ESD TRANSITION QUESTIONS                                                                                                      new/
                                                                                                                   RESPONSE                                               Category
                          Answers will be posted when available                                                                                             updated


                                                                                        At least 50 concurrent Dashboard and Analytics licenses were
                                                                                        purchased for use across NASA. In addition HQ has
                                                                                        purchased a set of licences for HQ-only use. Usage will be
22                                                                                      montitored by the ESD Service Office and the I3P Busines
     How will those who need licenses get them? Does HQ have licenses for               Office and additional purchases will be made on an as-needed
     FCART Dashboard and Analytics?                                                     basis.                                                                        Licences

                                                                                        No. The resources at the NSSC are shared across the Agency
23   Will HQ have a dedicated resource at the NSSC?                                     and will not report directly to any specific Center.                          Resources

                                                                                        The I3P Business Office is in the process of finalizing all costs
     Please provide the cost that will be paid by organizations/the Center for          for ESD. Once costs are finalized, ITCD will brief the
24   elevating the criticality level and response time for tickets when the I3P         Organization and IT Points of Contact and any other necessary
     business office finalizes the fees.                                                parties with this information.                                                Funding

     Will it be possible to pay a fee to ACES, NICS, whomever to get a new user set-    The I3P Business Office is in the process of finalizing all costs
     up or a move completed before the standard time. There is an option to do this     for ESD. Once costs are finalized, ITCD will brief the
25   under ODIN, and the mission directorates in particular would like to see this as   Organization and IT Points of Contact and any other necessary
     an option for I3P.                                                                 parties with this information.                                                Funding

                                                                                   The I3P Business Office is in the process of finalizing all costs
                                                                                   for ESD. Once costs are finalized, ITCD will brief the
26   How do I move money so we can order services? Will this be a cost center that Organization and IT Points of Contact and any other necessary
     the organizations give Mike Chapman, or will Mike give us a cost center?      parties with this information.



                                                                                        ITCD has applied for permissions in ESD to generate metrics
     Beverly Hamilton would like to see the metrics and ticket information on a         reports. Once the NAMS approvals have been completed and
27   regular basis. She does not have a dashboard analytics license, so HQ needs        the account setup, the ITCD Customer Service Managers will
     to figure out how to make this information available on a regular basis to the     determine if this is possible and, if so, how to best
     ITPOC and OPOC community at HQ.                                                    communicate this information to the HQ IT community.                          Metrics



                                                                                                          4
                                                                                               HQ ESD Transition
                                                                                               Questions/Answers
                                                                                                   November 9, 2011


                            HQ ESD TRANSITION QUESTIONS                                                                                                          new/
                                                                                                                     RESPONSE                                                 Category
                          Answers will be posted when available                                                                                                 updated



                                                                                          ESD will assign all tickets a severity level. ESD metrics are
                                                                                          associated with the severity level. They are as follows:
                                                                                          Severity Level 1 (Critical) - A complete loss of critical business
                                                                                          IT functions/systems/services/ applications / infrastructure
                                                                                          where there is no work-around. Response Time metric: 10
                                                                                          minutes, Mean Time To Repair Metric: <2 hours 90% of the
                                                                                          time.
                                                                                          Severity Level 2 (High) - A partial degradation or loss of critical
                                                                                          business IT functions/ systems/ services / applications /
                                                                                          infrastructure where there is no work-around and where a
                                                                                          number of people / organizations are affected. Response Time
                                                                                          metric: Initial Communication Call Back within 1 hour, Mean
28                                                                                        Time To Repair Metric: <4 hours 90% of the time.
                                                                                          Severity Level 3 (Medium) - A loss or degradation of non-
                                                                                          critical business IT functions/systems/
                                                                                          services/applications/infrastructure where a small number of
                                                                                          users are impacted and where there is a work-around.
                                                                                          Response Time metric: Initial Communication Call Back within
                                                                                          1 hour, Mean Time To Repair Metric: <8 hours 90% of the
                                                                                          time.
                                                                                          Severity Level 4 (Low) - A loss or degradation of non-critical
                                                                                          business IT functions/systems/
                                                                                          services/applications/infrastructure to an individual where there
                                                                                          is a workaround. Response Time metric: Initial Communication
     Please provide the definitions and metrics for the various ticket criticality levels Call Back within 1 hour, Mean Time To Repair Metric: <24
     (critical, high, medium, low).                                                       hours 90% of the time.                                                          Metrics



     The first time you order something, you are asked to select your org and org
29   approver. How does your org and org approver get updated in the system when
     your organization entirely changes (e.g. Exploration Systems Mission         This should be based on NED and ESD pulls the updates
     Directorate) and/or goes away (e.g. Space Operations Mission Directorate)?   nightly.                                                                                Funding


                                                                                                            5
                                                                                                    HQ ESD Transition
                                                                                                    Questions/Answers
                                                                                                       November 9, 2011


                             HQ ESD TRANSITION QUESTIONS                                                                                                          new/
                                                                                                                         RESPONSE                                          Category
                           Answers will be posted when available                                                                                                 updated

     Can I get a list of the various services that can be ordered and the cost to the
30   organization if it is different than the total order price?

     If someone from another organization pays for a piece of equipment, how do I
     order this in the system? The goal is to have the org that is paying for the piece The best way to do this is to have the ITPOC in the
31   of equipment approve the order BUT not change the default approver for the         organization that is paying for the items submit an order on
     person receiving the order.                                                        behalf of the person.

                                                                                               This suggestion has been sent to the ESD Service Office as a
32   Add a button to print out the details of the ticket from within the application.          possible system enhancement as part of their Continuous
     Currently, the only way to print the ticket is to print the entire web page.              Service Improvements model.

                                                                                               This suggestion has been sent to the ESD Service Office as a
33   Can we include a link in the self-help search screen that points directly to the          possible system enhancement as part of their Continuous
     knowledge articles by Center?                                                             Service Improvements model.

                                                                                               Critical and VIP tickets will be worked to the extent possible
34   Tier 0 tickets that are submitted as critical should begin to be worked while the         based on the information submitted while additional information
     call agent gets additional information.                                                   is being obtained by the call agent.

                                                                                   Tier 1 will triage the issue as best possible and reference any
                                                                                   knowledge articles to resolve the issue. If they are unable to
35   When tickets are escalated for approval, a mechanism needs to be put in place resolve the ticket, Tier 1 will escalate the ticket to Tier 2 for
     to prevent unnecessary delays while obtaining approval.                       resolution.

                                                                                               The ODIN VIP list was provided to ACES and ESD as part of
36   Please provide a list of the people at HQ who are on the VIP list so the ITPOC            the ODIN contract transition. If the person was on the ODIN
     and OPOC community can verify that the right names are on the list.                       VIP list, they should be on the ESD VIP list.

                                                                                               This suggestion has been sent to the ESD Service Office as a
37   Is it possible to have the ticket criticality levels be called low, normal, or critical   possible system enhancement as part of their Continuous
     to match the current criticality level for HQ?                                            Service Improvements model.


                                                                                                                6
                                                                                             HQ ESD Transition
                                                                                             Questions/Answers
                                                                                                November 9, 2011


                           HQ ESD TRANSITION QUESTIONS                                                                                                  new/
                                                                                                                 RESPONSE                                        Category
                         Answers will be posted when available                                                                                         updated

     Please provide the definitions for the various categories offered on the Tier 0    The ITCD Customer Service Managers are working with the
38   screen for category 1 and category 2.                                              ESD Service Office to develop a glossary of terms.




                                                                                        ITCD has applied for permissions in ESD to generate metrics
                                                                                        reports. Once the NAMS approvals have been completed and
39
                                                                                        the account setup, the ITCD Customer Service Managers will
     Please provide organizations with a daily report of the incidents that are being   determine if this is possible and, if so, how to best
     opened so they have an idea of what is being opened.                               communicate this information to the HQ IT community.

     When you click the create ticket button multiple times before the screen           This suggestion has been sent to the ESD Service Office as a
40   refreshes, the system will submit multiple tickets. Suggest the system get         possible system enhancement as part of their Continuous
     improved to prevent his behavior from occurring.                                   Service Improvements model.

     We had the ability to log into the old Remedy, enter a ticket number in the
41   system, and be able to view the status. How can we get this access in the new      A NAMS request must be submitted to obtain access. Please
     system?                                                                            contact your ITCD Customer Service Manager for assistance.




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