Service Management April 4, 2017 DAU Symposium · Service Management April 4, 2017. What an...

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DAU SymposiumApril 4, 2017Service Management

What an Acquisition Practitioner

Needs to Know

Karen GomezDefense Information Systems AgencyMission Support Division

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UNITED IN SERVICE TO OUR NATION

Topics

DESMFThe DESMF

Realized

Service Management

Trajectory

UNCLASSIFIED 3DoD’s IT budget was nearly $40 billion in fiscal 2014, including almost $5 billion for cybersecurity

5,000Locations

742,000Civilians

826,000National Guard & Reserve Members

450,000Employees Overseas

7MComputer & IT Devices

1.3M+Active-duty Members

DoD Global Presence

Current as of 27 Jan 2017

Presenter

Presentation Notes

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DESMF History

• 140 contributors representing 15 DISA Directorates

• Published Sept 2012

• Signed by DISA Director March 2013

Edition I – DISA

• Nine agencies/military services & industry• DESMF Working Group – chaired by NAVY ITSMO• Governance – DESMF WG• Final released Sept 2013• 12 agencies/military services concurrence• Signed by DoD CIO April 2015

Edition II – DoD

• Nine agencies/military services & industry• DRAFT released (DESMF WG approval) – Jan 2015• Governance – ESDP • Signed by DoD CIO June 2016

Edition III

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Standard : Very rigid, generally accepted methods of doing something. Very specific. A standard will usually only include a single element (e.g. do this, this way) whereas a framework

or model defines a system of doing things.

Advantages:Auditable

Clear and Specific

Disadvantages:Inflexible

Limits innovationSusceptible to shock

Framework : A framework is a support system. It may not be the whole picture, but it provides a strong base for building upon. Ex: the frame of a house. It can stand on its own, but it's really there

to be added to. However, you can never just take it away.

Advantages: Flexible to a Degree

Establishes nomenclatureAllows for variationsAllows for innovation

Disadvantages:Compliance harder to verify

More general in nature

Standard vs Framework

Standards and Frameworks are not mutually exclusive Can be used in tandem to accomplish different purposes

Both have the potential to limit innovationFrameworks can be established to create self-healing systems and limit exposure to extreme outliers

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Application of a Framework

A framework is about the management of the lifecycle of a product and service

Proctor and Gamble® Example:• Imagine you are the CEO of

Proctor and Gamble• You have a catalog of products

and offer new products each year• Market research is conducted

and a business case is created for each product

• Your team designs the new product (look, feel, functionality)

• The product must get to market• You must also provide customer

support for the product NO!

Do you want:

• A new way to deliver a product each time?• 100 different design methodologies?• Every product manager describing their business case differently?• A new Service Desk for each product?• A new manufacturing line for each product?

Presenter

Presentation Notes

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IS/IS NOT

•USN, USA, USMC, USAF, NETCOM, DISA, SPAWAR, DoT, DSS, DLA and industry partners

•A group of volunteers (not a Tiger Team) working on their own time to contribute to content development

Collaborated and integrated effort though

the DESMF Working Group:

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Five Domains in ITIL

Service Strategy

Service Design

Service Transition

Service Operation

CSI

DOMAIN FOCUSThink and act strategicallyLong term view

Design services and whatis needed for support

Transition safelyBuild trust

Deliver stable servicesBe responsive

Continually align with businessImprove performance

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DESMF Concepts

DESMFDESMF

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Presentation Notes

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High Level Process Map

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A DoD ITSM Framework

ProceduralLayer

Process LayerFramework

DESMF

Incident Management

Network Incident

Desktop Incident

Incident Management

Application Incident

Work Instruction

Tier I WIs

Tier II WIs

Tier II WIs

Tier I WIs

Some Variations Due to Mission

Common Vocabulary, Structure and Auditable

Polic

y, L

egis

latio

n an

d R

egul

atio

ns

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FOR OFFICIAL USE ONLY

Supports DoD transformation to a joint integrated enterprise

Framework and guidance for improving service management capabilities across the Department

Common lexicon

Provides process architecture that enables process integration, cross collaboration and shared learning

Clarification and guidelines for ITSM roles and responsibilities

DESMF Benefits



Improved service availability, directly leading to cost avoidance

Financial savings from reduced rework, lost time, improved resource management and usage

Improved deployment of new products and services

Improved decision making and optimized risks

DESMF Benefits Con’t

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The DESMF Realized

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•Strategy•Education & Training•Methods• Acquisition Strategy

Automation & Optimization Strategy

•Support Environments•Delivery & Design

Environments•SWAT•CSI

Process Design•Data Architecture•Automation Architecture•Process Architecture

ESM Architecture

•Systems Engineering•Systems Build•Systems Test•Systems Deploy

Process Automation• KM• Analytics

Business Intelligence

Resource & Contract Management

ESM Governance, Policy, Change Management & Audit

Corrections or Optimizations

Service Automation & Implementation Cycle

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How DESMF Has Been Used

SSE

AESMF

Organization Design

Establishment of ITSM organizations

Culture Change – Cross Functional Team•Sync Processes & Functions

Foundational to GFACR

Collaboration of Lessons Learned

Collaboration of Process Decomposition

State

Other Federal Agencies

Private Industries

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DoD ITSM Trajectory

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DoD ITSM Instruction-DODI 8440 Dec 2015

Designates the DESMF as the single ITSM framework for the

DoD• Service description

standards• Service quality model

Service management process reference model

Service management

process assessment

model

Provides initial ITSM direction until policy is

complete

Components contribute and

DISA to coordinate

DoD ITSM Memo May 2013

DoD ITSM

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Working Together For Superior Service

DESMF• Common Lexicon• Foundational process architecture• Role clarity for service management • Supports improved service and

performanceJOINT ENVIRONMENT

• Ensures information sharing • Provides scalability for all components

DoD Employees• All working in defense of our Nation• Collaborate for improvements

• Keeping our military service personnel informed and safe

Communications

DEPARTMENT COMPONENTS• Keep our nation safe• Assist those in need globally

DoD CIO• Establish policy for providing IT globally• Call for action to develop, implement

and update performance assessment

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Services Impacted Globally

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Deployed Environment

Enterprise Information EnvironmentAccess at the

Point of Need

COALITIONFORCES

COMPUTING

COMPUTING DATA

DATA

MISSION APPLICATIONS

APPLICATIONS

HOMEMOBILE

(TDY/DEPLOY)WORK

FUTURE DEVICES

Process Architecture

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Big Picture ViewCommon Lexicon

Clarity Around Roles & Responsibilities

Measurable PerformanceDefines Interfaces

Framework For DoD

DESMF

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DESMF: https://community.apan.org/wg/esmf_consortium_working_groups/m/desmf_edition_iii

https://community.apan.org/wg/esmf_consortium_working_groups/m/desmf_edition_iii

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