NASA’s Planned Service Management Tool Streamlines IT Products and Service Delivery Processes

NASA’s Office of the Chief Information Officer (OCIO) continues progress on the Information Technology Service Management Tool (ITSM Tool) Transition Project designed to shift the agency to an enterprise, single ServiceNow-based operating model.

Once implemented, the ITSM Tool will provide standardized end-to-end coordination, visibility, and accountability while streamlining the agency’s processes. Funded by the agency’s IT Modernization Working Capital Fund, the seven-year effort consists of four key core components:

• IT Incident Management
• IT Service Catalog Management
• IT Change Management
• IT Service Request Management.

The project will also support the Microsoft Power Platform (MPP) allowing NASA employees to focus on higher-value cognitive tasks by automating current manual tasks and processes, according to latest issue of NASA’s IT Talk. In addition to the ServiceNow approach, NASA is also using the Information Technology Infrastructure Library 4 (ITIL4) framework and the Scaled Agile Framework Enterprise (SAFe) solution to enable a smooth and efficient transition process. Planned measured outcomes include:

• Improved operational efficiency and responsiveness
• Enhanced customer experiences
• Improved mission enablement
• Increased service delivery consistency and quality
• Reduced risk
• Reduced sustainability costs.

NASA’s OCIO, Service Management Office (SMO) manages the project through its Cross-cutting Business Solutions Portfolio. SMO is working with Core and Extended teams of agency-wide IT service representatives to develop baseline requirements for the OCIO IT Incident Management and Major Incident Management (ITIM/MIM) portion and to decide how the agency will manage incidents using the tool. These representatives provide critical in-depth knowledge of their individual organizational requirements, challenges, and customer-related improvement areas.

Using their input, SMO works with the Enterprise Project Management Office (EPMO) and the Applications and Platform Services (APS) Service Line to develop the tool’s initial stages and establish a common baseline understanding of the processes and tool implementation. The office is also making progress on the IT Change Management and IT Service Request Management components planned for future releases.

As the project moves forward contractors can expect to see additional contracts, task orders, and subcontracts associated with existing enterprise-related contracts such as the Enterprise Multimedia and Integrated Technical Solutions (eMITS), Advanced Enterprise Global Information Technology Solutions (AEGIS), and the NASA Consolidated Applications and Platform Services (NCAPS) task order. Additionally, NASA may opt to consolidate other agency-wide and individual center IT contracts into the ITSM Project instead of conducting recompete processes.

ITSM Tool Project Components

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Learn more about existing and upcoming NASA Contracts through Deltek’s GovWin IT solution.