ISA 201Information Systems

Acquisition

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Lesson 21Information Technology

Service Management (ITSM)

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Learning Objectives

Overall: Given a DoD IT services acquisition scenario, recommend appropriate DoD Enterprise Service Management Framework (DESMF) guidance to manage a suite of IT services.• Identify the purpose and goals of the DoDI 8440.01 (DoD Information Technology

(IT) Service Management (ITSM)).

• Identify the purpose and goals of the DESMF.

• Recognize the DoD policy for ITSM and the use of DESMF.

• Describe the DoD ITSM process.

• Identify the benefits and projected outcomes of DESMF.

• Describe the five (5) DESMF domain structures.

• Identify performance measures associated with each of the five (5) DESMF domains.

ITSM/DESMF 3

Agenda

• IT Service Management (ITSM) Overview

• Policy Overview

• DoD ITSM Process

• Benefits and Projected Outcomes of DESMF

• DESMF Domains Overview

• Exercise

ITSM/DESMF 4

Definitions

• What is a Service?

- A means of delivering value comprised of people, processes and technology

perceived by Customers and Users as a self-contained, single, coherent entity

that enables them to achieve mission objectives and functions (Source: ISO

20000, COBIT 5)

• What is a Standard?

- Establishes a set of minimum requirements to audit an organization against

effective ITSM (DESMF v3 p2)

• What is a Framework?

- Provides a structure from which an organization can plan, implement, and

measure. (DESMF v3 p2)

ITSM/DESMF 5

6ITSM/DESMF

• IT Service: Engagement of the time and effort of a service provider, through the use

of IT, whose primary purpose is to perform an identifiable task, or tasks, rather than

provide an end item of supply.

• IT Enterprise Service: A service that is offered on a communications network by a

single provider to all entities in the DoD Enterprise and is characterized by function

performed, service provider, specific-service offering, and scope of the enterprise

served.

• IT Service Management (ITSM): A set of specialized organizational capabilities to

manage IT services through a set of defined, repeatable, measurable, implemented

and integrated processes that control the quality, performance and reliability of IT

services.

• DESMF (DoD Enterprise Service Management Framework): The DoD ITSM

framework that provides standards for service description, service categories, service

quality measurements, service management process descriptions, and service

management capability assessment as well as provides ITSM guidance.

Definitions

ITSM/DESMF 7

ITSM vs ITIL

ITSM stands for IT Service Management. It’s about how an organization manages

IT services for customers. ITSM refers to all the activities involved in this process,

which include planning, designing, delivering, operating, and controlling.

ITIL stands for IT Infrastructure Library. It’s a framework or a set of ITSM best

practices. These processes, procedures, tasks, and checklists are not organization-

specific. Instead, the idea is to integrate them with the organization’s strategy. ITIL is

divided into a series of five core volumes, each covering a different ITSM lifecycle

stage. ITIL first came from the UK government. In the 1980s, there was a growing

dependence on IT, but no standard practices. This lack of standard practices meant

inconsistent service quality.

8ITSM/DESMF

What is ITSM? ITSM addresses the need to align the delivery of IT services closely with the needs of the

business. This transformation of a traditional "business - IT paradigm" can be depicted by some of the following

attributes:

Definitions

Traditional I/T becomes ITSM Process

Technology focus Process focus

"Fire-fighting" Preventative

Reactive Proactive

Users Customers

Centralized, done in-house Distributed, sourced

Isolated, silos Integrated, enterprise-wide

"One off", adhoc Repeatable, accountable

Informal processes Formal best practices

IT internal perspective Business perspective

Operational specific Service orientation

Reference

• Key Aspects of the Current DoD ITSM Policy (DoDI 8440.01):

• The DoD CIO monitors, evaluates, and coordinates ITSM

activities across DoD

• The DoD Enterprise Service Management Framework (DESMF)

is the single service management framework for the DoD

• DoD Components will conform to the DESMF at the conformance

level prescribed by the DoD CIO

• A tiered accountability, federation approach will be the

governance mechanism used to implement DoD ITSM and

conduct conformance activities

• Conformance to DESMF should be considered in all portfolio

management decisions by the portfolio owners

• Updating policy to move it from a conformance checklist-type

focus to a more adaptive approach encompassing DevSecOps,

Agile, etc.

ITSM/DESMF 9

References (History and Status)

ITSM/DESMF 10

DESMF

• Initiated by DISA (140 contributors from 15 DISA Directorates)

• Applicable to DISA provided IT Services

• Published Sep 2012; Signed by DISA Director Mar 2013

Edition I

• Nine agencies/military services/Industry/DESMF Working Group

• Final released Sep 2013

• Signed by DoD CIO Apr 2015

• Nine agencies/military services/Industry/DESMF Working Group

• DRAFT released in Jan 2015

• Signed by DoD CIO Jun 2016

Edition III

Edition II

Restructures the DESMF into two parts (Released April 2019)

• Part 1: High-level articulation of the framework and explains the governance and conformance

aspect of the DESMF

• Part 2: Provides details on all of the DESMF models, processes, best practices, supporting tools,

and use cases, as well as information on other ITSM-related topics. Maintained as an on-line asset

(https://www.milsuite.mil/wiki/DoD_IT_Service_Management_Community_of_Practice)

Edition IV

ITSM/DESMF

Agenda

• IT Service Management (ITSM) Overview

•Policy Overview

• DoD ITSM Process

• Benefits and Projected Outcomes of DESMF

• DESMF Domains Overview

• Exercise

ITSM/DESMF 11

Policy Statements

• DoD will*:

- Promote effective use of standards for IT services

- Articulate DoD ITSM standards via DESMF

-Measure quality and management capabilities based on

those standards.

- Define, categorize, publish and measure IT services based on

DESMF

- Use DESMF to describe manner of ITSM for JIE

- Consider DESMF conformance in all portfolio management

decisions IAW DoDI 8115.02 (IT Portfolio Management)

*DoDI 8440.01 -- ITSM ITSM/DESMF 12

Responsibilities

DoD CIO

• Manage DESMF

• Establish Service Catalog

• Guide DoD

• Prescribe Conformance Levels

• Monitor Conformance

• Evaluate ITSM Capabilities and Quality across DoD

• Evaluate DESMF effectiveness

USD (AT&L) (A&S)

• Synchronize acquisition systems / policies IAW 8440 (ITSM)

• Provide guidance to PMs and PEOs to evaluate & approve implementations of ITSM practices

DoD Components

• Resource management

• Collaborate on DESMF refinements

• Execute conformance plan per DoD CIO prescribed level

• Measure IT service quality

• Register IT services iaw DoDI8320.02.

DISA Director

• DESMF Liaison

• Provide technical assistance for DoD ITSM

DoDI 8440.01 -- ITSMITSM/DESMF 13

Formalizes DESMF

DESMF will include:Quality Model

• Service descriptions

• Service categorizations

• Service Quality

Process Reference Model

• Standard descriptions

• Support implementations and organizational learning

• Support audit and assessments

Process Assessment Model

• Assessable levels of integrated service management capabilities.

Provide additional guidance

• DoD Components for adopting ITSM practices

• Acquiring and contracting for ITSM efforts and capabilities based on industry best practices

- Updated Annually by

DoD-wide group

- DoD CIO will provide

further requirements for

inclusion in DESMF

- DESMF baseline

controlled under DoD

CIO EASB using ESDP

adjudication.

ITSM/DESMF 14

Agenda

• IT Service Management (ITSM) Overview

• Policy Overview

•DoD ITSM Process

• Benefits and Projected Outcomes of DESMF

• DESMF Domains Overview

• Exercise

ITSM/DESMF 15

Comparing IT Products to IT Services

Technology Lifecycle People/Process Lifecycle

• SCOM

• SCCM

• TMG

• Good

• Lync

• SharePoint

• Active Directory

• Tanium

• AZURE

Service Health Monitoring

Compliance Management

Access Management

Mobile Messaging

Collaboration Services

Workflow & Content Mgt

Directory Services

Endpoint Protection

Application Hosting

Service = People + Processes + TechnologyITSM/DESMF

Service Management Components

17

Policies

Objectives

Roles

Skills

Processes

Automation

Information

Metrics

Controls

Roles

Processes

Tools

Measures

Value

SLA

Service

UC

OLA

Service

Mgmt

System

SVC Provider (DISA)Supplier

(e.g., Adobe DCO)

Svc Portfolio

Service Lifecycle

Quality

Improvement

Customer (DoD Office)

SMS

UC – Underpinning Contract

OLA – Operational Level Agreement

SLA – Service Level Agreement

What are the

consequences of a

service provider not

meeting an SLA – in

industry? in

Government?

• In industry, financial

penalties, loss of

business.

• In Government, no

penalties with teeth…

Disgruntled

customers….

How can we change SLA

enforcement between

Government entities?(ISO 20000)

ITSM/DESMF

Service Management System Concepts

18

Objectives

Roles

Processes

Automation

Information

Defines Metrics

Controls

Service Mgmt System

Quality Mgmt

Continual

Improvement

Requirements

Objectives

Policies

Services

Authority Lines

Ownership

Roles

Skills

Teams

Responsibilities

Org Structure

Resources

Key Processes

Tools

Information

Relationships

Service Metrics

Process Metrics

- Progress

- Compliance

- Effectiveness

- Efficiency

Organizational

Metrics

With Under

Audits

Corrective Actions

Integrated Improvements

- Services

- Tools

- Teams

- Processes

Quality Assurance

Communication

Purpose Structure Actions Outcomes Optimization

Customer

Needs

Provider

Capabilities

Driven

BySMS

Let’s see how these concepts are manifested in the DESMF…

(ISO 20000)

ITSM/DESMF

Service Management Models: SMS Context

19

Service Mgmt

System (SMS)

Potential

requirement for

use by customer

or sector

SMS Standard:

ISO 20000

Customer Focus:

LEAN

Org. Focus:

CMMI

Common Lexicon:

ITIL

Common Skills:

SFIA

Governance:

COBIT

Maturity Measures:

CMMI

Common CSF/KPIs:

ITIL

Metric Design:

LSS

Value/Contribution:

BSC

Assessments / Certs:

CMMI, ISO 20000

Control Audits:

COBIT

Improvement Approach:

LSS (DMAIC)

Svc. Imp. Principles:

ITIL

Quality Management:

ISO 9001, Baldrige

Purpose Structure Actions Outcomes Optimization

Org. Process

Guidance: CMMI

Domain Specific

Practices/Skills:

ITIL, PMI, SE

Process Design:

LSS / TOC

SMS

• ISO – International

Standards Organization

• CMMI – Capability Maturity

Model Integration

• ITIL – Information

Technology Infrastructure

Library

• SFIA – Skills Framework for

the Information Age

• COBIT – Control Objectives

for Information and Related

Technologies

• PMI – Program

Management Institute

• LSS/TOC – Lean Six

Sigma/Theory of

Constraints

• BSC – Balanced Scorecard

• DMAIC – Define, Measure,

Analyze, Improve, Control

(Six Sigma approach)

DESMF discusses integrating standards

and best practices to achieve better ITSM

outcomes

ITSM/DESMF

DESMF Processes Across the Service Lifecycle

Process

Reference

Model

ITSM/DESMF 20

• USN, USA, USMC, USAF, NETCOM, DISA, DoD CIO, 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:

DESMF is a Framework

Agenda

• IT Service Management (ITSM) Overview

• Policy Overview

• DoD ITSM Process

•Benefits and Projected Outcomes of DESMF

• DESMF Domains Overview

• Exercise

ITSM/DESMF 22

Benefits and Projected Outcomes of DESMF

• Compliance and subsequent auditing will be stabilized through repeatable

processes

• Better understanding of the importance of IT services and the value derived from

each service both from the provider as well as the mission partner perspective

• Supports ability of IT to measure and thus improve internal performance in

provisioning IT services

• Improved mission partner satisfaction through a more professional, efficient

approach to service delivery and support

• Secure information and data exchange

• Enhanced ability to mature and increase performance based on information and

knowledge feedback into processes and services

• Cost effectiveness and efficiency are realized by identifying duplications for upgrade

or removal

ITSM/DESMF 23

*DESMF Vol IV, April 2019

Benefits and Projected Outcomes of DESMF (Continued)

• Provides a single, definable, repeatable, and scalable documented framework for recommended best practices

• Clearly identifies roles and responsibilities for ITSM

• Adopting characteristics of a standard service management framework enables organizations to provide higher service quality and availability levels, improve alignment between service provider and mission areas, and improve management of changes to ensure security and capability of the information enterprise

• Enables better decision making at all levels by identifying relationships and information items exchanged by all processes throughout the Service Management lifecycle

• Services supporting the war fighter and/or mission partner will be implemented faster, more efficiently, and with higher quality

• Services will be measured transparently and will be traceable through the component and Agency level strategies to those of the DoD

*DESMF Vol IV, April 2019ITSM/DESMF

24

Agenda

• IT Service Management (ITSM) Overview

• Policy Overview

• DoD ITSM Process

• Benefits and Projected Outcomes of DESMF

•DESMF Domains Overview

• Exercise

ITSM/DESMF 25

DESMF Five Domains Structure

Service Strategy

Service Design

Service Transition

Service Operation

CSI

DOMAIN FOCUSThink and act strategically

Long term view

Design services and what

is needed for support

Transition safely

Build trust

Deliver stable services

Be responsive

Continually align with business

Improve performance

ITSM/DESMF 24

The Five (5) Domains of the DESMF Service Life-Cycle

ITSM/DESMF 27

Strategy + Design + Transition + Operation + CSI + Action Plans = Mission Value

Strategy + Design + Transition + Operation + CSI + Action Plans = Variation

Strategy + Design + Transition + Operation + CSI + Action Plans = Poor Integration

Strategy + Design + Transition + Operation + CSI + Action Plans = Unsupportability

Strategy + Design + Transition + Operation + CSI + Action Plans = Poor Availability

Strategy + Design + Transition + Operation + CSI + Action Plans = Stagnation

Strategy + Design + Transition + Operation + CSI + Action Plans = Confusion

DESMF Domain Structures – Ensuring Mission Value

*DESMF Vol IV, April 2019

DESMF Domain Structures – Performance Measures

• Metrics

-Return on Investment

-Value of Investment

(cost avoidance)

-Number of Planned

New Services

-Number of Unplanned

New Services

-Number of Customer

Complaints

-Customer Satisfaction

Metrics

• Metrics

-Fulfilment of Service

Levels

-Number of Service

Issues

-Service Availability

-Number of Service

Interruptions

-Gaps in Disaster

Preparation

-Number of

implemented

Preventive Measures

-Number of major

Security Incidents

• Metrics

-Number of Major Changes

-Change Acceptance Rate

-Number of Emergency Changes

-Number of Releases

-Percentage of failed Release Component Acceptance Tests

-Number of identified Errors

-Number of unauthorized changes detected automatically

• Metrics

-Number of

Service Reviews

-Number of

identified

Weaknesses

-Number of

Process

Evaluations

-Number of

identified

Weaknesses

• Metrics

-Number of repeated

Incidents

-Incidents resolved

Remotely

-Number of

Escalations

-Number of Incidents

-Average Initial

Response Time

-Problem Resolution

Time

-Number of Incidents

per Known Problem:

Strategy Design Transition Operation Cont. Serv. Impr

Subset of KPIs from ITIL V3 ITSM/DESMF 28

ITSMO

• ITSMO Ties it all together- Policy

- Training

- Standardized approach to ITSM for your Enterprise

- Process Reference Model

• For more information- DoD ITSM Community of Practice (latest

information on DESMF)- https://www.milsuite.mil/book/groups/doditsmcop

- Navy ITSM Office (good templates + see how someone else is doing it)

- https://www.milsuite.mil/wiki/Navy_IT_Service_Management_Office

ITSM/DESMF 29

Agenda

• IT Service Management (ITSM) Overview

• Policy Overview

• DoD ITSM Process

• Benefits and Projected Outcomes of DESMF

• DESMF Domains Overview

•Exercise

ITSM/DESMF 30

Class Exercise

• Review DODI 8440 and the DESMF in the references folder

• Exercise assignments:

1. Summarize the purpose of the domain and identify and explain one outcome and one benefit for

each of the domains described in the DESMF IV Section 3.2

- Team 1 – Service Strategy Domain (Section 3.2.1)

- Team 2 – Service Design Domain (Section 3.2.2)

- Team 3 – Service Transition Domain (Section 3.2.3)

- Team 4 – Service Operations Domain (Section 3.2.4)

- Team 5 Continual Service Improvement Domain (3.2.5)

2. (optional – as time permits) Read the exercise scenario (ITSM DARA Desired Features).

- Identify what services are needed to include the potential performance measures (Slide 28 in Lesson)

- Analyze and discuss the applicable supporting functions in Section 10 (page 125).

- Describe how the DESMF for ITSM can be applied to produce the desired acquisition outcomes (or improved

customer service/satisfaction).

[~ 45 minutes]

ITSM/DESMF 31

Summary

Overall: Given a DoD IT services acquisition scenario, recommend appropriate DoD Enterprise Service Management Framework (DESMF) guidance to manage a suite of IT services.Using ITSM/DESMF best practices is key to success!

• Identify the purpose and goals of the DoDI 8440.01 (DoD Information Technology (IT) Service Management (ITSM)).

• Identify the purpose and goals of the DESMF.

• Recognize the DoD policy for ITSM and the use of DESMF.Policy in 8440.01, DESMF provide responsibilities and practices.

• Describe the DoD ITSM process.

• Identify the benefits and projected outcomes of DESMF.Provides a single, definable, repeatable, and scalable documented framework for recommended best

practices

Clearly identifies roles and responsibilities for ITSM

• Describe the five (5) DESMF domain structures/service life-cycles.- Strategy

- Design

- Transition

- Operations

- Continual Service Improvement

• Identify performance measures associated with each of the five (5) DESMF domains.

ITSM/DESMF 32