eMarketPlace: Advanced Service Delivery Solutions Stephanie Woolson Lockheed Martin

2 2 Agenda  Lockheed Martin – who are we?  Service Provider Perspective  Challenges  Drivers  Advanced Service Delivery – CoE  eCatalog – Defined  eCatalog Provisioning  Transition Methodology  Lessons Learned

3 3 Lockheed Martin Corporation Our Vision Powered by Innovation, Guided by Integrity, We Help Our Customers Achieve Their Most Challenging Goals Our Values Do What’s Right Respect Others Perform With Excellence Who is Lockheed Martin? Is a World leader in Systems Integration Providing Advanced Technology Systems, Solutions and Services to Governments Around the World International Focus Australia United Kingdom Middle East

4 4 Lockheed Martin - Information Systems & Global Solutions Global Security Company #1 provider of Information System Solutions and Services for the US Government for 17 years Over $10+ Billion in annual sales 29,000 Employees across every state and 50 countries CMMI Level 5, ITIL v2/3, ISO 9001, & ,400+ Customer programs

5 5 Advanced Precision Threats (APT Defense) Cyber Situational Awareness Cyber Threat Intelligence Mobile Security CloudCyber Mobility Mobile Enterprise Situational Awareness Mobile Security Full Life Cycle Management Mobile MSP/Analytics Platform Social Mobility Apps Advanced Service Delivery Self-Service Everything Prepackaged Solutions Lean Services Management Dashboards Big Data / Predictive Analytics Lockheed Martin – Transformation Technologies Secure Public Cloud Cloud Services / Cloud Brokering Cloud Playbook and Readiness Assessment Private Dedicated Cloud Community Cloud Hybrid Cloud

6 6 Customer Challenges Centralized Request Management Comprehensive Custom Services Instant Access to Services and Products Simple Catalog Interface Full Service Descriptions, SLA’s Pricing and Service Level Options Cost, Cost, Cost Rapid Order Fulfillment SLM Dashboard Low Cost On Demand Solutions Full Visibility into Request Status

7 7 Drivers for Centralized Service Management  Characteristics / Trends  Commonalities across LM Enterprise IT Programs  Need for common repository of services with high re-usability  Build Service Capability Once – deploy where needed  Service Delivery Portfolio  Bundled Product and Service Catalog  Need for Advanced Service Delivery Capability  Leverage Program Best Practices and Lessons Learned  Run “IT as a Business” - self-service, instant access, Service Level Options

8 8 Center of Excellence (CoE) Objective: “Deliver Next Generation eService Capability”  Next Generation Service Delivery Solutions  Win New Business  Support Program Startups  Transition Capability for Program On Contract Growth  Deliver a forward thinking, next generation eService Capability  Reduce costs associated with service delivery  Leverage the ITIL V3 Framework for all life-cycle phases  Centralize service request management  Provide transparency of Services and full audit trail

9 9 “eCatalog…”

10 eCatalog: (cont)…

11 Community Cloud Virtual Appliance “Golden Image” “Catapult“ Pre-Production Staging Development / Test New Contrac t Award Customer Site Service Desk Dev, Test, Prod, DR/CooP Dedicated Private Cloud Hybrid Cloud Quarterly Release Package eCatalog: Solution Provisioning

12 eCatalog: Transition Methodology Review of Program “As-Is” – services program provides Review of eCatalog “As-Is” – services available Define the Program “To-Be” – self-service services envisioned Define Services to Transition and Gap Plan Define Phase I, Phase II, etc (including acceptance criteria) Implement Phases For each Service Request AS IS, To Be, Gap Plan Implement, Test, Release

13 Lessons Learned Agree upon Success Criteria as Step 1 Engage a Human Factors Engineer early in the process Document Use Cases, WireFrames, Process Flows Develop Engagement Guidelines and White Papers Engage Finance to determine Service Pricing Address Culture Changes