Improving Mission Effectiveness By Exploiting the Command’s Implementation Of the DoD Enterprise Services Management Framework - DESMF in the [name the Command] By Mukesh Barot DESMF WG Chair September __, 2017

DESMF Can Address Command Challenges Increasing Missions requiring agility of thought & action (“do more”) Reduced, or fluctuating resources (“with less”) Increasing demands for Security impacting other mission IT services IT support lives in the ‘back room’ w/ little visibility Lack of knowledge of ‘what we have’ Inability to address service delays & resource demands Question alignment of technology investment w/ mission outcomes

DESMF Promotes Mission Effectiveness 1st Principle of DESMF IT Service Management - 100% IT Service “Alignment” with Commanders’ Mission (‘Vision’) = Customers’ Priority outcomes drive Service Strategy and Design; Zero investment in technology for its own sake; Results = 1) Improved Efficiency/Productivity/Security, 2) New services delivered faster w/ fewer ‘bugs;’ Example – Army NETCOM CONUS 100+% mission expansion over 8+ years + 20 x Annual S/W releases, w/o increase in ITSM resources 2d Principle of DESMF – Measurement of Service Quality supporting Commanders’ Mission Availability = Standardization of Processes and Services across Command High visibility of measurements against Command agreed metrics Example – 50% reduction in User Outage time for Incidents 3d Principle of DESMF – Value through Knowledge 100% Asset Accountability promotes infrastructure Security + Mission agility – Redeploy vs investment resources & schedule delays Example (commercial) - Minimize technical “re-work,” <30% resource savings, drives Reinvestment potential

DESMF Building Blocks Sole DoD ITSM Guidance; Current Version = DESMF Ed. III Implementation Memorandum = 8440 – 01: DoD Information Technology (IT) Service Management (ITSM) – December 24, 2015 Provides a DoD-wide standard ITSM framework for the implementation and management of high quality, Mission-aligned IT services Related Components = Service Quality Model - measurement standards for service description, service categorization, and service quality Process Reference Model - standardized process descriptions for implementation, audit, assessment & organizational learning across the DoD Process Assessment Model - describing measureable and assessable levels of integrated service management

DESMF - What The DESMF is the single IT Service Management (ITSM) framework for the DoD. Provides a DoD-wide standard ITSM framework for the implementation and management of high quality IT services The DESMF 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.

DESMF - Consists of A Defense Service Quality Model that provides measurement standards for service description, service categorization, and service quality A Defense Service Management Process Reference Model containing standardized process descriptions to support implementation, audit, assessment, and organizational learning across the DoD. A Defense Service Management Process Assessment Model describing measureable and assessable levels of integrated service management capabilities. Supplemental Defense ITSM Guidance providing additional guidance to support DoD Components adopting ITSM best practices. Guidance that supports acquiring and contracting for ITSM efforts and capabilities across the DoD based on industry best practices.

DESMF Benefits Effective Service Management governance aligned with organizational goals Provides a common lexicon to describe IT Service Management processes, roles and responsibilities within DoD DESMF practices and approach are supported by an extensive body of knowledge, experience and skills by a global community, both within DoD and commercial sector. Consumers of services within the Joint Information Environment (JIE) are assured that common best practices are adopted and well understood by ALL stakeholders

DESMF – Stakeholders’ Responsibilities The DoD CIO Manages the DESMF to ensure it continually meets organizational needs as ITSM capabilities increase and the DoD moves towards full implementation of JIE. Director, DISA. Liaises with industry and academia regarding best practices for ITSM, and presents these findings to the DoD CIO and DoD Components for incorporation into the DESMF Provides technical assistance as required to assist DoD Components to conform to the DESMF Under Secretary for Defense for Acquisition, Technology and Logistics Provides guidance to program managers and program executive officers to evaluate and approve system or program implementation of ITSM practices in accordance with DESMF

DESMF – Stakeholders’ Responsibilities DoD Component Heads Provide input to and participate with DoD CIO in the collaborative development and annual review and update of the DESMF. Develop a plan to conform to the DESMF at the conformance level identified by the DoD CIO. Execute the DESMF conformance plan Measure IT service quality and service management capability at a minimum of annually or as additionally promulgated by the DoD CIO to enable an enterprise view on the delivery efficiency of IT services and ability to meet DoD mission and business enterprise requirements. Identify and register all Component IT services in the designated DoD level service catalog Producing a DoD Component-level ITSM plan that includes a service measurement and management capability improvement plan aligned to DoD enterprise IT policies

DESMF Key References DOD Instruction 8440-01 - DoD Information Technology (IT) Service Management (ITSM) – December 24, 2015 DoD Directive 5144.02, “DoD Chief Information Officer (DoD CIO),” November 21, 2014 DoD Directive 8000.01, “Management of the Department of Defense Information Enterprise,” February 10, 2009 DoD Instruction 8320.02, “Sharing Data, Information, and Information Technology (IT) Services in the Department of Defense,” August 5, 2013 Chairman of the Joint Chiefs of Staff, “Joint Information Environment (JIE) White Paper,” January 22, 2013