Enterprise Service Desk (ESD) Enterprise Service Desk Approvers and SDR Overview

2

Agenda

Course Objectives

• Lesson 1: Requesting access in NAMS

o Searching NAMS for ESD Roleso Selecting Roleso Role Approval

• Lesson 2: Org/IT/Resource Approvers

o NAMS Roleso Selecting IT and Resource (Center/P-Card) Approverso Approving and Rejecting Requests

• Lesson 3: Service Definition Repository (SDR)

o Overview for Adding, Modifying and Retiring a Service

• By the end of this presentation, a NASA employee or Contractor will understand:

o How to request NAMS roles;o How to access pending approvals for their role;o How to select Org, IT and Resource approvers;o How to approve and reject service requests; ando Have an understanding of how Services are established.

Course Objectives

3

Requesting Access in NAMS

4

• Lesson 1: Requesting access in NAMS

o Searching NAMS for ESD Roleso Selecting Roleso Role Approval

Requesting Access in NAMS

• The Identity Management and Account Exchange (IdMAX) system is NASA's integrated and authoritative Identity, Credential, and Access Management (ICAM) system that you can use to manage NASA identities and credentials, request access to a NASA facility or system, or change your personal information.

• The ESD roles necessary to administer the Service Request Approval Process have been added to the NASA Access Management System (NAMS).

• Searching NAMS:

o Users will perform a search on “Enterprise Service Desk”o Select “Enterprise Service Desk/Enterprise Service Request System”o Available ESD roles are displayed for selection and submission for approval

5

Requesting Access in NAMS

• Selecting Roles:o Users will perform a search on “Enterprise Service Desk”o Select the appropriate description based on your role (Centers should select

“ESD/ESRS” and I3P contractors will select their contract)

6

Requesting Access in NAMS

• Selecting Roles cont’d:o Once selected click Continue and available roles are displayed under the

“Requested Details” area – see Approver Roles highlighted in the red box below.

7

Requesting Access in NAMS

• Center Resource Approvers only:o If you are a Center Resource Approver please select the Centers/Mission

Directorates that you will be approving services for and also provide the Cost Centers you will be using to fund the requests.

8

Approval Roles in NAMS

9

o NAMS Roles• Org Approvers

Select the Org Approver role Upon approval the NSSC will provision them to

approve for their Center (as displayed in the NED/LDAP data).

• IT Approvers Select IT Approver role Upon approval the NSSC will provision them to

approve for their Center (as displayed in the NED/LDAP data).

Requesting Access in NAMS

• Select the roles you will be performing, provide business justification and submit the request.

• Upon submission the request is routed to the appropriate approvers via the NASA Access Management System (NAMS) workflow.

• Once approved the requester will receive email confirmation that permissions have been granted.

• For any other NAMS related questions please refer to:https://epss.nasa.gov/gm/folder-1.11.469794?originalContext=1.11.8482

10

Questions

11

Service Request Approval Processes

12

• Lesson 2: Org/IT/Resource Approvers

o NAMS Roleso Selecting IT and Resource (Center/P-Card) Approverso Approving and Rejecting Requests

Approval Process

Approval Process

• The approval workflow for an I3P service is defined by the OCIO Service Integration Manager (SIM).

• Approvals are completed prior to fulfillment of a request .

• Approvers will receive an e-mail from the Remedy system notifying them of the pending request.

• ESRS allows up to three approvals.

o The first will be from an individual designated for approving requests within your Organization (Org Approver).

o Second, your Org Approver chooses an IT Approver and a Resource Approver (if necessary).

o The IT approver ensures your request is in line with Center IT objectives. The resource Approver ensures funding is available for the transaction.

Approval Process

Select Approver Organization Pop-up

• Once a User chooses an Org Approver, the system will remember the selection.

• The prompt will no longer appear with each order.

• In the event a User will need to change their selection, they should select the Organization Approver link on the Request Details screen.

• This will trigger the Select Approver Organization pop-up.

Approval Process

• The user first requests a service by selecting Order Services from the main menu

• Then the user selects IT Services for Users

Approval Process

• The user selects the appropriate service and then clicks Request Now

• The user fills in applicable fields and has the option to select This service can be paid for via Purchase card by clicking here.

• Select the check box and then click Submit.

Approval Process

• The Org Approver will select Order Services from the main ESD window.

• Any services in the Org Approvers Pending Approval queue will appear in the Pending Approval folder at the top of the page.

• The Org Approver selects the link.

Approval Process

• The Org Approver will then select an applicable request to take action.

Org Approver

• To complete all necessary approvals the Org Approver first needs to select the IT Approver and/or the Resource Approver / Purchase Card Holder.

• If the Customer previously selected This service can be paid for via Purchase card by clicking here, the drop down list for Resource Approver/Purchase Card holder will reflect Purchase Card Holder and the Pay with Purchase card “Yes” checkbox is checked.

• The Org Approver will then choose the Select button to select the purchase card holder

Org Approver

• The Org Approver will select the appropriate Center from the drop down and may enter the Org Code and then select the Refresh button.

A list of available P-Card holders is displayed.

• The Org Approver will then highlight the appropriate name and then choose Select.• The window closes and the person’s AUID is reflected in the Purchase Card field on the Approval

screen.• The Org Approver then selects Approve.• Note: if the Org Approver selects Reject, he or she will be prompted to provide an explanation

and the customer is notified.

Org Approver

• If the user does not select The service can be paid for via Purchase Card by clicking here, the approval screen will appear with Resource Approver and Pay with Purchase Card will reflect “No”

• The Org Approver has the option to select “Yes”, at which time Resource Approver will change to Purchase Card Holder, and the Org Approver will perform the steps to select the P-card holder and approve the order.

• Otherwise, the Org Approver will select the appropriate Resource Approver from the drop down.

IT Approver

The IT Approver then receives an e-mail indicating that a request is awaiting approval.

• The IT Approver will click either Approve or Reject to complete the approval process

Note: If the Approver clicks the Reject button at any time during this process the request is sent back to the customer.

P-Card Holder

If Pay with Purchase Card was selected in the Request Details, the P-Card Approver then receives an e-mail indicating that a request is awaiting approval.

• The P-Card holder is presented with the screen to enter P-Card information. and will select “Enter Purchase Card Data” link at the bottom of the screen.

• The Resource Approver will click either Approve or Reject to complete the approval process.

Notes: If Reject is selected at any time during this process the request is sent back to the customer.

Resource Approver

If Pay with Purchase Card was not selected in the Request Details, the Center Resource Approver then receives an e-mail indicating that a request is awaiting approval.

• The Resource Approver will be presented with the funds available in the selected cost center and will click either Approve or Reject to complete the approval process. The full funds availability check process will be covered during FCaRT training.

Note: If Reject is selected at any time during this process the request is sent back to the customer.

Approval Process

P-Card Holder Places an Order and selects “Pay with Purchase Card”

• If a P-Card holder initiates an order (either for themselves or on behalf of another customer), they are presented with the P-Card information screen when they place the order and P-Card approval is implied upon submission of the order.

• The Order is then routed to the appropriate Org Approver and IT approver before being sent for fulfillment. It will not go back to the P-Card holder for final approval.

Approval Process

• The customer will know the request is Approved when the request status reflects planning in the Submitted Requests screen

Questions

27

28

Service Definition Repository

• Lesson 3: Service Definition Repository (SDR)o Overview for Adding, Modifying and Retiring a Service

29

Service Definition Repository

• The Service Definition Repository (SDR) is the tool used by the I3P Service Executive, Contractor and Service Integration Manager (SIM) to define the services that will be offered to the NASA community.

• In the future the Enterprise Service Request System (ESRS) may also contain Center-specific services and Center personnel will be provided training specific to their role in SDR.

30

Service Executive Role

• The I3P Service Executive is responsible for requesting a new service be published in the ESRS.

• The I3P Service Executive is also responsible for requesting an existing service in ESRS be modified or deactivated (retired).

31

I3P Contractor Role

• The I3P contractor is responsible for defining all the attributes to be displayed for a new service or modified service in the ESRS catalog.

32

Service Integration Management (SIM) Role

• The SIM is responsible for providing the approval workflow for each service in the ESRS catalog.

• The SIM is also responsible for creating Bundles (two or more services within or across I3P contracts) in the ESRS catalog.

33

SDR Service Executive Screen

34

SDR Contractor and SIM Screen

Questions

35

Acronyms

CI Configuration ItemCMDB Configuration Management DatabaseeAUTH Electronic AuthenticationESD Enterprise Service DeskIdMAX Identity and Access Management ToolIT Information TechnologyITIL Information Technology Infrastructure LibraryI3P IT Infrastructure Integration ProgramNDC NASA Domain ControlNASA National Aeronautics and Space AdministrationNSSC NASA Shared Services CenterSDR Service Definition RepositorySIM Service Integration ManagerWI Work Instructions