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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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
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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?
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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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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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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
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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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FOR OFFICIAL USE ONLY
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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