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									      Department of Defense
Defense Information Systems Agency

     DISA ITSM Office

      Customer Conference Brief
            August 2011
                      Guiding Principles


                      Global                         Begin at
                      Mission                        The Edge


      Full Spectrum                                           DoD and
      of Operations                                        Mission Partners


 Contested
                                                                    Always On
Battlespace




                                End-to-End Service
        The Enterprise - Guiding Principles

  Global                                                                  Begin at
  Mission
                                                                         The Edge
                                                     Policy-Based
                    NetOps Visibility                 Enterprise
                     and Reporting                   Management


Full Spectrum                                                            Contested
      of                                               Next Generation
                                                         Operations      Battlespace
                                          DECC         Support System
 Operations     Defense
                in Depth




                                                                         End to End
   DoD &                                                                  Service
  Mission
                                        Extensions
  Partners
                                                                         Always On
The Enterprise Infrastructure




              Enterprise    Mission
   Networks                          Computing
               Services    Assurance
         What Does it Mean to Me?
• Alignment of our collective efforts and resources toward
   – Lines of operation
   – Joint enablers
• With measurable
   – Priorities
   – Actions
   – Tasks
• Within our existing management processes it will:
   – Guide what we do over the next several years
   – Define what we will change and how we will do business
   – Allocate and prioritize our resources


                  Execution is everyone’s responsibility
                                                              5
                         Allocating Resources
                      Planning and Programming
•   Matching resources against requirements
•   “Dealing with change in an orderly
    manner.”
     – Resources
     – Schedules
     – Capabilities
     – Interdependencies
•   Answer the questions:
     – Deliver what?
     – By when?                                  Many
     – What breaks?                           Requirements
                                                Limited
•   Follow strategic guidance
                                               Resources
           Programming Model Overview
                   Pentagon
                   Guidance
                               Telecomm
                               Guidance
                                          Director’s
                                          Guidance


  Prior Year                                              Internal Realignments
  Funding Levels
What’s Changed?
                              Internal                    Issues for Pentagon level

        Existing
                              Process
                                                          Evolving Concepts for Future
        Studies                                           Cycles and Lessons Learned


                     Working               Models and
                     Groups                Analytical Tools


                    Internal Data Bases and
                    Knowledge Repositories
ITSM Strategy




      8
                Process or Bureaucracy


When processes become bureaucracies, we
need to fix them or get rid of them!
How to keep a process from feeling like a bureaucracy:
   •Make it simple

   •Make it intuitive

   •Target the customer NOT the process owner
                   Process is Time-sensitive
                These things must be done!




Top down:
Quadrennial Defense Review
Strategic Planning Guidance                     Fund Internally
Joint Planning Guidance




                                               Pentagon Issues


     Bottom up:
                                             Defer
     High priority Unfunded
     Requirements
                  I don’t have enough
                  money to do “x”!
              ITSMO Vision and Strategy

Mission Statement: Govern the enterprise-wide approach
to service management improvements (e.g. Agency wide
process improvement for Business and IT management
processes) and service performance measurements.

  –Streamline Processes
  –Drive out waste
  –Converge to the cloud
  –Enable transparency to the customer base throughout




                                11
                           DISA’s ITSM Office
                                                                 4 Key Tenets
• Establish and enforce                                   1. Convergence
                                    DISA CIO
  standards and policies                                  2. Transparency
• Govern improvement efforts
                                                          3. Single,
• Unified communications                                     Accountable
• Obtain resources                                           Process Owners
                                    DISA ITSMO
• Monitor and reporting                                   4. ISO/IEC 20K
                                                             Compliance




                        Process
                                     Compliance       Quality       ITSM Strategy &
      Policy             Spiral
                                     & Inspection   Management      Synchronization
                      Development
                       DISA’s Approach to ITSM
•   Overarching framework is ITIL v.3
     – Defines language and overarching approach

•   Takes the best of;
     – COBIT (Control Objectives for Information and related Technology)
     – eTOM (Enhances Telecommunications Operations Map)
     – BEA (Business Enterprise Architecture)

•   Will use ISO 20000
     – For certification and ratification of our processes

•   Uses Lean Six Sigma
     – For gap Analysis
     – Continual Service Improvement
     – Quality Assessment

•   Scorecarding
     – Alignment of activities to Strategy, Mission and Objectives

•   Alignment with DoD ITIL and MILDEP efforts


                                         13
               Share Information at All Levels
                                         Should it become
                                         part of the standard
                                         offerings                       DoD Portfolio
                                                                          Managment

                                                            Decision      Governance



               Not currently a
               standard service                 Non-standard
                                               change approvals

                                              Change Management




                  DISA standard suite
                      of services
                                                Service Delivery
                   Request Fulfillment
                                                 Measures of Success
                             Request             • Is the bulk of Warfighter capabilities needed,
 Warfighter                  Fulfillment           standard items?
Requirements
                                                 • Are unique requirements processed quickly?

                                                 • Are portfolio and catalog decisions
                                                   transparent?
                                                 • Were cost models standardized & understood?
                   Scope of Services
                                 CYBER SPACE



                                  GLOBAL INFORMATION
                                       GRID (GIG)

                                             DISA’S
                                             CORE
                                           OFFERINGS


                                                DISA’S
                                              INTERNAL
                                              SERVICES




“The categories of warfare are blurring and no longer fit into neat, tidy boxes.”
                                      - Robert M. Gates, Secretary of Defense
              Spiral Development Timeline
    Form         Assess          Design    Briefings &       Deployment
  Core Team       As-Is          To-Be     Approvals

   1 month       1 month        3 months    1 month         6 - 12 months



Initiation         Process Design          Review          Deployment
1 month                   4 months         1 month         6 – 12 months




                                                Process Spiral Cycle
                                                    Time: 1 – 1 ½ Years
     Separation of Process and Policy

    DoD Directives                                POLICY
                                          Based on ISO 20000 and CobiT
       DFAR                               (Executives & Process Owners)


  DISA PAC Instructions
                                                PROCESS
     DISA Circulars        Speeds               Based on ITIL V3
                          Staffing of     (Process Owners & Managers)
                           Changes
        MOAs
   DoD Instructions                          PROCEDURES
                                             Become CONOPs & SOPs
 DISA EUR Instructions                     (Process Managers & Workers)


    DISA Instructions                   WORK INSTRUCTIONS
       CJCSIs                                  Tool-specific content
                                         (Workers & Vendor Documentation)
DISA CONUS Instructions
                          Accomplishments to Date
 Formed Service Management Process Working Group (SMPWG) to coordinate process improvements
DISN Strategic Vision and targeted initiatives approved
 Formed the Executive ITSM Governance Board (EIGB)
 Began separation of policy, process, and procedural documentation to streamline approvals and updates
 First performance based, firm-fixed price contract
 Began ITIL V3 training globally
 Formalized structured Change Management
  Formed ITSMO under Office of CIO
 Designated Six Enterprise Process Owners and began spiral development under governance of ITSMO
 Established Process Improvement Offices within each directorate
 Implemented intra-process efficiency metrics for Request Fulfillment
: Separated DISA Provisioning Circulars and Instructions by Policy, Processes, and Procedures
: Hired (3) 4-person rotating process design teams
 Added ITSM strategic objectives into DISA Campaign Plan
 Integrated service catalogs of 3 directorates (NS, CSD , FSO)
 Designated agency-wide systems integrator and data architect
 Created first draft of DoD ITSM Glossary of Terms and Definitions
                                Process Schedule
Spiral                       FY11                       Spiral                     FY13
  1      Governance / Change Mgmt                         1    Test and Validation / Evaluation Mgmt
  1      Asset & Configuration Mgmt                       2    Asset & Configuration Mgmt
  1      Incident / Problem / Event /                     1    Financial Management
  1      Financial Management                             2      Knowledge Management
  1      Service Portfolio Mgmt / Demand Mgmt             2      Service Level / Service Catalog
  1      Knowledge Mgmt                                   2      Service Desk / Request Fulfillment
  1      TP&S / Release & Deploy                          2      Incident / Problem / Event /
  1      Service Level / Service Catalog                  2      Information Security


Spiral                       FY12                       Spiral                       FY14
  1      Information Security                             2      Project Management
  1      Service Desk / Request Fulfillment               2      Service Measurement & Reporting / CSI
  1      Supplier Mgmt                                    2      TP&S / Release & Deploy
  1      Project Management                               2      Service Portfolio Mgmt /Demand Mgmt
  1      Availability / Capacity / IT Continuity          2      Availability / Capacity / IT Continuity
  1      Service Measurement & Reporting / CSI            2      Test and Validation / Evaluation Mgmt
  1      Business Relationship Mgmt                       2      Business Relationship Mgmt
  2      Governance / Change Mgmt                         2      Supplier Mgmt




                                                   19
                            The Journey Continues
2010:                                                 Critical Success Factors
          Initial process workflow automation
                                                PRIORITY:
        Improved IT Asset Management audit
                                                Strong leadership advocacy and oversight
                               compliance
Enterprise Knowledge Management strategy        Dedicated ITSMO Director and PIO Chiefs

2011:                                           Single Process Ownership, empowered
                                                with enterprise-wide authority
               Strengthened IT Governance
                   Centralized Service Desk     Resource Commitments: People, Time and
                                                Monies
               Consolidated Service Catalog
           $5B performance-based contracts      Standardized and integrated process
                                                workflow systems
2012:
                                                Enterprise-wide acceptance and
               Improved Fiscal transparency     utilization of Governance
                    Rapid Agile Provisioning
                                                Planned and unified communications
  Business Intelligence Competency Center
                                                Continuous Improvement instilled in
                           Cloud Computing      culture

								
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