Common use of Service Desk Clause in Contracts

Service Desk. The ESD is a 24X7X365 resource for reporting and receiving resolution for help tickets. The ESD is able to answer many frequently-asked questions from its extensive knowledge base containing articles generated within the ESD and by Enterprise IT Services Tier 2/Center or Program providers. In cases when support is needed at a specific location, or a ticket requires more advanced knowledge, ESD coordinates with the appropriate provider to ensure resolution is received. The ESD distributes customer satisfaction surveys and reports the results for resolved incidents. The ESD provides a Web interface offering program managers and end users a variety of online services. With the ESD’s Tier 0 Web site, end users can access hundreds of knowledge articles, submit a help ticket, and check the status of a ticket. Service owners can create knowledge articles for ESD agents and Tier 0 end users. The Tier 0 site is customized to each user. Behind the NASA firewall, no login is required when using Internet Explorer or Firefox. Log in using your NASA Launchpad credentials if you are using another browser or are outside of the firewall. End users can browse or search for a desired item in the ESD catalog, add it to a cart, and check out when they have found everything they need. ESD grants access to service owners (or their delegates) to the Service Definition Repository to define, test, and publish services within the catalog. Services can be Agency-wide or limited to a specific Center. Approval workflow for each service offered comes standard, including cost approval, if desired. Service Owners have the ability to bundle services to simplify end-user ordering. ESD distributes customer satisfaction surveys and reports the results for resolved orders. Service Owners or delegates receive 24X7X365 Web access to the ESD notifications tool, which is used to issue notifications of outages or other events that will affect end users. End users can subscribe to receive notifications and view those that have been sent. Notifications are displayed on the ESD Web site and/or sent via e-mail to subscribers, an entire Center, or the entire Agency. ESD # of FTE and WYE as validated against N2 $202.30 95% of routine customer ESD inquiries received by ESD are resolved on the initial contact (call, Tier 0, e- mail). Routine is defined as a knowledge article exists to resolve the inquiry. 80% of customer calls are answered within 60 seconds during NSSC business hours. 90% Customer Satisfaction Rating will be maintained. 90% of incidents submitted via Tier 0 or email are escalated or resolved by ESD within two (2) business hours of receipt. The call abandonment rate shall be less than 7%.

Service Desk. The ESD is a 24X7X365 24/7 resource for reporting and receiving resolution for help tickets. The ESD is able to answer many frequently-frequently- asked questions from its extensive knowledge base containing articles generated within the ESD and by Enterprise IT Services Tier 2Tier-2/Center or Program providers. In cases when support is needed at a specific location, or a ticket requires more advanced knowledge, ESD coordinates with the appropriate provider to ensure resolution is received. The ESD distributes customer satisfaction surveys and reports the results for resolved incidents. The ESD provides a Web interface offering program managers and end users a variety of online services. Self Help: With the ESD’s Tier 0 Web siteTier-0 website, end users can access hundreds of knowledge articles, submit a help ticket, and check the status of a ticket. Service owners can create knowledge articles for ESD agents and Tier 0 Tier-0 end users. The Tier 0 Tier-0 site is customized to each user. Behind the NASA firewall, no login is required when using Internet Explorer or Firefox. Log in using your NASA Launchpad LaunchPad credentials if you are using another browser or are outside of the firewall. Service Ordering: End users can browse or search for a desired item in the ESD catalog, add it to a cart, and check out when they have found everything they need. ESD grants access to service owners (or their delegates) to the Service Definition Repository (SDR) to define, test, and publish services within the catalog. Services can be Agency-wide or limited to a specific Center. Approval workflow for each service offered comes standard, including cost approval, if desired. Up to three Center approvals may be required (Organization, IT Representative and Center Resource). Service Owners have the ability to bundle services to simplify end-user ordering. ESD distributes customer satisfaction surveys and reports the results for resolved orders. Notifications: Service Owners or delegates receive 24X7X365 24/7 Web access to the ESD notifications tool, which is used to issue notifications of outages or other events that will affect end users. End users can subscribe to receive notifications and view those that have been sent. Notifications are displayed on the ESD Web site Website and/or sent via e-mail to subscribers, an entire Center, or the entire Agency. ESD # of FTE and WYE as validated against N2 $202.30 95% of routine customer ESD inquiries received by ESD are resolved on the initial contact (call, Tier 0, e- mail). Routine is defined as a knowledge article exists to resolve the inquiry. 80% of customer calls are answered within 60 seconds during NSSC business hours. 90% Customer Satisfaction Rating will be maintained. 90% of incidents submitted via Tier 0 or email are escalated or resolved by ESD within two (2) business hours of receipt. The call abandonment rate shall be less than 7%.

Service Desk. The ESD is a 24X7X365 24/7 resource for reporting and receiving resolution for help tickets. The ESD is able to answer many frequently-frequently- asked questions from its extensive knowledge base containing articles generated within the ESD and by Enterprise IT Services Tier 2Tier-2/Center or Program providers. In cases when support is needed at a specific location, or a ticket requires more advanced knowledge, ESD coordinates with the appropriate provider to ensure resolution is received. The ESD distributes customer satisfaction surveys and reports the results for resolved incidents. The ESD provides a Web interface offering program managers and end users a variety of online services. Self Help With the ESD’s Tier 0 Tier-0 Web site, end users can access hundreds of knowledge articles, submit a help ticket, and check the status of a ticket. Service owners can create knowledge articles for ESD agents and Tier 0 Tier-0 end users. The Tier 0 Tier-0 site is customized to each user. Behind the NASA firewall, no login is required when using Internet Explorer or Firefox. Log in using your NASA Launchpad LaunchPad credentials if you are using another browser or are outside of the firewall. Service Ordering End users can browse or search for a desired item in the ESD catalog, add it to a cart, and check out when they have found everything they need. ESD grants access to service owners (or their delegates) to the Service Definition Repository (SDR) to define, test, and publish services within the catalog. Services can be Agency-wide or limited to a specific Center. Approval workflow for each service offered comes standard, including cost approval, if desired. Up to three Center approvals may be required (Organization, IT Representative and Center Resource). Service Owners have the ability to bundle services to simplify end-user ordering. ESD distributes customer satisfaction surveys and reports the results for resolved orders. NSAGR-1058-0005 Page 22 of 45 Notifications: Service Owners or delegates receive 24X7X365 24/7 Web access to the ESD notifications tool, which is used to issue notifications of outages or other events that will affect end users. End users can subscribe to receive notifications and view those that have been sent. Notifications are displayed on the ESD Web site and/or sent via e-mail to subscribers, an entire Center, or the entire Agency. ESD # of FTE and WYE as validated against N2 $202.30 95% of routine customer ESD inquiries received by ESD are resolved on the initial contact (call, Tier 0, e- mail). Routine is defined as a knowledge article exists to resolve the inquiry. 80% of customer calls are answered within 60 seconds during NSSC business hours. 90% Customer Satisfaction Rating will be maintained. 90% of incidents submitted via Tier 0 or email are escalated or resolved by ESD within two (2) business hours of receipt. The call abandonment rate shall be less than 7%.

Service Desk. The ESD is a 24X7X365 resource for reporting and receiving resolution for help tickets. The ESD is able to answer many frequently-asked questions from its extensive knowledge base containing articles generated within the ESD and by Enterprise IT Services Tier 2/Center or Program providers. In cases when support is needed at a specific location, or a ticket requires more advanced knowledge, ESD coordinates with the appropriate provider to ensure resolution is received. The ESD distributes customer satisfaction surveys and reports the results for resolved incidents. The ESD provides a Web interface offering program managers and end users a variety of online services. With the ESD’s Tier 0 Web site, end users can access hundreds of knowledge articles, submit a help ticket, and check the status of a ticket. Service owners can create knowledge articles for ESD agents and Tier 0 end users. The Tier 0 site is customized to each user. Behind the NASA firewall, no login is required when using Internet Explorer or Firefox. Log in using your NASA Launchpad credentials if you are using another browser or are outside of the firewall. End users can browse or search for a desired item in the ESD catalog, add it to a cart, and check out when they have found everything they need. ESD grants access to service owners (or their delegates) to the Service Definition Repository to define, test, and publish services within the catalog. Services can be Agency-wide or limited to a specific Center. Approval workflow for each service offered comes standard, including cost approval, if desired. Service Owners have the ability to bundle services to simplify end-user ordering. ESD distributes customer satisfaction surveys and reports the results for resolved orders. Service Owners or delegates receive 24X7X365 Web access to the ESD notifications tool, which is used to issue notifications of outages or other events that will affect end users. End users can subscribe to receive notifications and view those that have been sent. Notifications are displayed on the ESD Web site and/or sent via e-mail to subscribers, an entire Center, or the entire Agency. ESD # of FTE and WYE as validated against N2 $202.30 246.53 95% of routine customer ESD inquiries received by ESD are resolved on the initial contact (call, Tier 0, e- mail). Routine is defined as a knowledge article exists to resolve the inquiry. 80% of customer calls are answered within 60 seconds during NSSC business hours. 90% Customer Satisfaction Rating will be maintained. 90% of incidents submitted via Tier 0 or email are escalated or resolved by ESD within two (2) business hours of receipt. The call abandonment rate shall be less than 7%.

Service Desk. The ESD is a 24X7X365 resource for reporting and receiving resolution for help tickets. The ESD is able to answer many frequently-asked questions from its extensive knowledge base containing articles generated within the ESD and by Enterprise IT Services Tier 2/Center or Program providers. In cases when support is needed at a specific location, or a ticket requires more advanced knowledge, ESD coordinates with the appropriate provider to ensure resolution is received. The ESD distributes customer satisfaction surveys and reports the results for resolved incidents. The ESD provides a Web interface offering program managers and end users a variety of online services. With the ESD’s Tier 0 Web site, end users can access hundreds of knowledge articles, submit a help ticket, and check the status of a ticket. Service owners can create knowledge articles for ESD agents and Tier 0 end users. The Tier 0 site is customized to each user. Behind the NASA firewall, no login is required when using Internet Explorer or Firefox. Log in using your NASA Launchpad credentials if you are using another browser or are outside of the firewall. End users can browse or search for a desired item in the ESD catalog, add it to a cart, and check out when they have found everything they need. ESD grants access to service owners (or their delegates) to the Service Definition Repository to define, test, and publish services within the catalog. Services can be Agency-wide or limited to a specific Center. Approval workflow for each service offered comes standard, including cost approval, if desired. Service Owners have the ability to bundle services to simplify end-user ordering. ESD distributes customer satisfaction surveys and reports the results for resolved orders. Service Owners or delegates receive 24X7X365 Web access to the ESD notifications tool, which is used to issue notifications of outages or other events that will affect end users. End users can subscribe to receive notifications and view those that have been sent. NSAGR-1058-00011 Notifications are displayed on the ESD Web site and/or sent via e-mail to subscribers, an entire Center, or the entire Agency. ESD # of FTE and WYE as validated against N2 $202.30 95% of routine customer ESD inquiries received by ESD are resolved on the initial contact (call, Tier 0, e- mail). Routine is defined as a knowledge article exists to resolve the inquiry. 80% of customer calls are answered within 60 seconds during NSSC business hours. 90% Customer Satisfaction Rating will be maintained. 90% of incidents submitted via Tier 0 or email are escalated or resolved by ESD within two (2) business hours of receipt. The call abandonment rate shall be less than 7%.

Service Desk. The ESD is a 24X7X365 24/7 resource for reporting and receiving resolution for help tickets. The ESD is able to answer many frequently-frequently- asked questions from its extensive knowledge base containing articles generated within the ESD and by Enterprise IT Services Tier 2/Center or Program providers. In cases when support is needed at a specific location, or a ticket requires more advanced knowledge, ESD coordinates with the appropriate provider to ensure resolution is received. The ESD distributes customer satisfaction surveys and reports the results for resolved incidents. The ESD provides a Web interface offering program managers and end users a variety of online services. Self Help: With the ESD’s Tier 0 Web sitewebsite, end users can access hundreds of knowledge articles, submit a help ticket, and check the status of a ticket. Service owners can create knowledge articles for ESD agents and Tier 0 end users. The Tier 0 site is customized to each user. Behind the NASA firewall, no login is required when using Internet Explorer or Firefox. Log in using your NASA Launchpad LaunchPad credentials if you are using another browser or are outside of the firewall. Service Ordering: End users can browse or search for a desired item in the ESD catalog, add it to a cart, and check out when they have found everything they need. ESD grants access to service owners (or their delegates) to the Service Definition Repository to define, test, and publish services within the catalog. Services can be Agency-wide or limited to a specific Center. Approval workflow for each service offered comes standard, including cost approval, if desired. Up to three Center approvals may be required (Organization, IT Representative, and Center Resource). Service Owners have the ability to bundle services to simplify end-user ordering. ESD distributes customer satisfaction surveys and reports the results for resolved orders. Notifications: Service Owners or delegates receive 24X7X365 24/7 Web access to the ESD notifications tool, which is used to issue notifications of outages or other events that will affect end users. End users can subscribe to receive notifications and view those that have been sent. Notifications are displayed on the ESD Web site Website and/or sent via e-mail to subscribers, an entire Center, or the entire Agency. ESD # of FTE and WYE as validated against N2 $202.30 95% of routine customer ESD inquiries received by ESD are resolved on the initial contact (call, Tier 0, e- mail). Routine is defined as a knowledge article exists to resolve the inquiry. 80% of customer calls are answered within 60 seconds during NSSC business hours. 90% Customer Satisfaction Rating will be maintained. 90% of incidents submitted via Tier 0 or email are escalated or resolved by ESD within two (2) business hours of receipt. The call abandonment rate shall be less than 7%.

Service Desk. The ESD is a 24X7X365 resource for reporting and receiving resolution for reporting, receiving. resolving help tickets. The ESD is able to answer many frequently-asked questions from its extensive knowledge base containing articles generated within the ESD and by Enterprise IT Services Tier 2/Center or Program providers. In cases when support is needed at a specific location, or a ticket requires more advanced knowledge, ESD coordinates with the appropriate provider to ensure resolution is receivedproper resolution. The ESD distributes customer satisfaction surveys and reports the results for resolved incidents. The ESD provides a Web interface offering program managers and end users a variety of online services, including self-help, service ordering, and a notifications tool. With the ESD’s Tier 0 Web siteWebsite, end users can access hundreds of knowledge articles, submit a help ticket, and check the status of a ticket. Service owners can create knowledge articles for ESD agents and Tier 0 end users. The Tier 0 site is customized to each user. Behind the NASA firewall, no login is required when using Internet Explorer or Firefox. Users should Log in using your their NASA Launchpad credentials if you are using another browser credentials. For best viewing, users should use Google Chrome or are outside of the firewallMicrosoft Edge. End users can browse or search for a desired item in the ESD catalog, add it to a cart, and check out when they have found everything they need. ESD grants access to service owners (or their delegates) to the Service Definition Repository delegates to define, test, and publish services within the catalog. Services can be Agency-wide or limited to a specific Center. Approval workflow for each service offered comes standard, including cost approval, if desired. Service Owners have the ability to bundle services to simplify end-user ordering. ESD distributes customer satisfaction surveys and reports the results for resolved orders. Service Owners or delegates receive 24X7X365 Web access to the ESD notifications tool, which is used to issue notifications of outages or other events that will affect end users. End users can subscribe to receive notifications and view those that have been sent. Notifications are displayed on the ESD Web site Website and/or sent via e-mail to subscribers, an entire Center, or the entire Agency. ESD # of FTE and WYE as validated against N2 $202.30 240.39 95% of routine customer ESD inquiries received by ESD are resolved on the initial contact (call, Tier 0, e- mail). Routine is defined as a knowledge article exists to resolve the inquiry. 80% of customer calls are answered within 60 seconds during NSSC business hoursseconds. 90% Customer Satisfaction Rating will be maintained. 90% of incidents submitted via Tier 0 or email are escalated or resolved by ESD within two (2) business hours of receipt. The call abandonment rate shall be less than 7%.