Have a Seat with ODIN DOCOTRs NASA IT Summit- 2010.
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Transcript of Have a Seat with ODIN DOCOTRs NASA IT Summit- 2010.
Agenda
Introduction- Debrina HarrellWho are we and what is ODIN?
ODIN @Goddard- Camilla LoganCenter Experience using the ODIN Program
Model
Meeting the Customer’s Expectations- Burton Bright
Questions
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Who are we?
Outsourcing Desktop Initiative for NASA (ODIN) Delivery Order Contracting Officer’s Technical Representative (DOCOTR)
» DOCOTR and Alternate DOCOTR have oversight into contract operations; approves changes; evaluates performance
Debrina Harrell- ODIN Program Office (OPO), NASA Shared Services Center ODIN DOCOTR
Camilla Logan- Goddard Space Flight Center ODIN DOCTOR (ALT)
Burton Bright- Marshall Space Flight Center ODIN DOCOTR
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What is ODIN?
NASA's innovative approach to desktop computing and communications support.
• Share/transfer risks• Focus NASA civil service personnel on core research and development
activities• Promote information technology systems and product interoperability• Reduce cost and improve cost management and cost containment
Services include hardware and software acquisition, as well as maintenance, helpdesk, and other support services for general purpose workstations for NASA civil servants and on-site contractors.
ODIN is a seat management contract- Lockheed Martin
Managed at NASA Shared Services Center (NSSC)
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What comes with a Full ODIN Seat?
The ODIN Desktop Seat includes
Acquisition of Hardware and Software
System software ODIN application software
licensing and maintenance Hardware and software
technology refreshment Moves, adds, and changes
(relocation) LAN services Integrated customer support Training
System administration Print services File services 24/7 Helpdesk Support E-mail and Calendaring Local data backup and restore
services Laptop loaner pool services Any other services required to
deliver the functionality for the ordered desktop seats and communication services
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ODIN Services
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With ODIN you have ability to choose pieces you need.
Pay for only the services you order.
With ODIN you have ability to choose pieces you need.
Pay for only the services you order.
Examples – Desktop Hardware Support
– Return to Service (RTS) varies depending on Delivery Order (DO) Requirements (i.e.: MSFC – 4 hours, HQ – 8 hours, and JSC – Next Business Day)
ODIN Program Office (OPO)
OPO team:» Program Manager- Darryl Smith» Deputy Program Manager- Lula Wright» Information Support Specialists:
• Debrina Harrell• Danny Harvill• Tracy Patman
» Contracts Specialist- Joseph Ladner» Management Analyst - Laraine DeJesus
Provides Delivery Order (DO) management and oversight for ODIN
Works closely with representatives from the other Centers and NASA headquarters End Users Services Division
Supports Agency Programs and Projects
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Agency Programs Supported
Emerging Technology and Desktop Standards (ETADS) » Also referred to as the Desktop Standards group» Dedicated to the implementation of Agency projects related to standards for
end-user computing, desktop security and system configuration
NASA Consolidated Active Directory (NCAD)» Established to implement a single, centralized Active Directory forest for NASA.» Directory structure used to store and manage information and data about
networks and domains.» The single, Agency-wide Active Directory environment enables all NASA user’s
log-in process to be identical.» Supports the Federal mandate for NASA Smartcards.» Helps centralize management of computers across the Agency.
NASA’s Operational Messaging and Directory (NOMAD)» An Agency-wide messaging and collaboration system provides Email,
Calendaring, Webmail (Outlook Web Access – OWA), Instant Messaging , and Exchange access for Smart Phones
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Agency Projects Supported
Taking the Agency to Windows 7
Federal Desktop Core Configuration (FDCC)» An Office of Management and Budget (OMB)-mandated security
configuration
Data at Rest (DAR)» Protecting sensitive, unclassified data residing on laptops, other
mobile computing devices and removable storage media devices
Least User Privileges Compliance
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OPO Customers
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Ames Research Center - ARCGlenn Research Center - GRC
NASA Headquarters - HQ
Goddard Space Flight Center - GSFC
Langley Research Center - LaRC
Johnson Space Center - JSC
Marshall Space Flight Center - MSFC
Kennedy Space Center - KSC
Dryden Flight Research Center - DFRC
Stennis Space Center - SSC
ODIN Full Seats – Growth Trend
ODIN Full Seat Growth Since DO4 (began February 2007), at the end of each year period:» January 31, 2008: 2,855» January 31, 2009: 3,475» January 31, 2010: 4,252
Approximately 33% of the GSFC population
67.1% SEAT GROWTH INCREASE!!!
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End User Services Team@ Goddard
End User Services Team» Delivery Order Contracting Officer’s Technical
Representative (DOCOTR) and Alternate DOCOTR have oversight into contract operations; approves changes; evaluates performance
» ODIN Security Manager ensures compliance with Federal, NASA, and GSFC security policies
» Quality Assurance representative monitors operations to ensure quality service delivery is consistently implemented and metrics are met
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ODIN Full Seats by Directorate(as of current)
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Directorate PC Mac Linux
Office of the Director 491 65
Management Operations 951 28
Safety & Mission Assurance 109 13
Flight Projects 971 196 5
Applied Engineering & Technology 440 105
Science & Exploration 161 97
Information Technology & Communications 296 35 4
Suborbital and Special Orbital Projects (Wallops Flight Facility)
433 3
ODIN Full Seats by Platform(as of current)
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Platform Desktop Laptop Workstation
PC 1211 2426 217
Mac 115 413 14
Linux 0 4 5
ODIN Key Roles & Responsibilities
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ODIN Directorate Point of Contact (POC)◦ Individual representing ODIN interest for the Directorate◦ Liaison between Directorate and End-User Services Team◦ Voting members of the GSFC End-User Services CCB◦ Point of escalation for resolving problematic service requests
ODIN Representatives◦ Be aware of the desktop/interoperable computer needs of their
organization ◦ Understand how ODIN works and how services are obtained◦ Understand and utilize the GSFC ODIN Seat Tracking (GOST) system
for procuring ODIN services ◦ Maintain up to date GOST data◦ Serve as point of contact to aid in resolution of problematic service
request when the problem is in reference to service levels
Some Benefits: ODIN Program Model
No longer having to purchase desktop hardware and software. The ODIN vendor does this, and a monthly fee per seat for the "service“ is paid,
A "one-stop-shop" Help Desk for all IT requirements (both ODIN and non-ODIN),
Automatic hardware and software technology refreshments at the frequency determined,
"Lemon Law" provision and independent equipment benchmarking by Alterion to ensure that top-quality desktops are received,
Standards and architecture management mechanisms - still able to control IT environment through government-managed change control procedures.
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Service and Support
• Enterprise Centric Help Desk» NASA Shared Services Center (NSSC)» Marshall Space Flight Center (MSFC) Center Centric Help Desk» Locally owned and operated What do our End Users expect today What are their needs for tomorrow» Quick response» Easy access to information» Reliable and timely support
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End User Expectations?
Customer Service Trends» Self help» Online Chat» Remote diagnostics» Integrated support » Mobile
Instant response = Instant gratification First impressions are lasting impressions
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Social What?
Work Environment» Culture» Social Norms» Relationships
Media» Instant Messaging» Twitter» Facebook» Blogging
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Conclusion
We are all a customer as well as a Service Provider at any given time
While the customer may not always be right, we must always strive to understand their perception
Help the End User define their “wants” vs. their “needs”.
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