NASA, the
National Aeronautics and Space Administration, selected ServiceNow to deliver services to 40,000 civil servants and contractors, and its research and educational communities.
The NASA Shared Services Centre (NSSC) was looking to create a cloud solution for their employees and partners to request services. Multiple solutions bolted together made that difficult and often required time-consuming manual processes. The team also wanted to stop managing hardware and legacy software to focus more on creating applications that work together across the entire organisation.
NSSC consolidated its systems on ServiceNow’s cloud-based service management platform. NSSC then defined, structured and automated more than 50 services for IT, human resources, finance, grants, procurement and other support functions. The roll-out is one of the first large-scale cloud projects at NASA.
For example, NSSC is using the ServiceNow platform for the following services:
- IT – With ServiceNow, NSSC created a branded self-service portal to enable 40,000 employees get IT support. Behind the scenes, the team automated its core IT service management (ITSM) functions such as incident, problem and change, which has reduced the time for the IT team to respond to and resolve employee questions.
- Grants –The grant process at NASA is going digital, replacing manual functions for the programme that provides support for NASA communities in the award and administration of research, education, training and facility-type grants. Every step in the process from reviews, research and approvals are conducted and tracked against each request in workflows. The department processes nearly 2,000 new grants a year, more than 4,000 requests for supplemental funding, and 2,000 administration-related supplemental requests, and tracks about 5,700 open grants. Having automated records for the grant process speeds the delivery of grants and supports NASA’s ongoing governance, risk and compliance efforts.
- HR – NSSC introduced an HR case management application that helps streamline its ‘hire to retire’ services as well as interactions for employeebenefits and claims.
“More than 75 per cent of the government’s IT budget is spent on maintaining legacy systems*, challenging agencies to align with the requirements of the Federal Information Technology Acquisition Reform Act,” said Steve Alfieris, vice president of Federal, ServiceNow. “ServiceNow enables agencies like NASA not only to modernise their IT and business services, but to drive innovation that will improve the overall service experience for employees and citizens alike.”
