1. 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

2. 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

3. DESMF Promotes Mission Effectiveness
CASE STUDY 1 – US Army NETCOM
1st Principle of DESMF IT Service Management – 100% IT Services “Alignment” with Commanders’ ‘Vision’
Characteristics/Benefits:
Customers’ Priority outcomes drive Service Strategy and Design
Zero investment in technology for its own sake
Results:
New services (software) delivered faster, more frequently, w/fewer ‘bugs’
Improved Security, Efficiency/Productivity
Evidence:
100+% Mission CONUS Regional Control Center w/ No increase in CTR resources Dozens of Mission Orders accomplished; Incl CONUS JRSS
22 x as many priority software releases/year, compared to years prior to inception of ITSM

4. DESMF Promotes Mission Effectiveness
CASE STUDY 2 – US Navy ITSMO - NGEN
2d Principle of DESMF – Measurement of Service Quality Supporting Commanders’ Mission
Characteristics/Benefits:
Process Capability Assessments conducted on each process
Analysis and findings summarized and presented to process owners and sponsors
Results:
Process Owners provided with greater situational awareness of process capabilities and effectiveness
Commanders provided with greater insight and improved SA on operational status
Process Design and Implementation
Evidence:
Two rounds of PCAs conducted to date on 13 processes plus the service desk. Dozens of CSI opportunities identified and process improvements implemented as a result
Among other improvements, long-overdue documentation updates were performed, several processes are increasing their PCA scores on a year-over-year basis

5. DESMF Promotes Mission Effectiveness
CASE STUDY 2 – US Navy ITSMO - NGEN
3d Principle of DESMF – Value through Knowledge
Characteristics/Benefits:
Processes designed based on best principles drawn from multiple sources – ITIL, COBIT, etc.
Best practices balanced against process owners’ and managers’ knowledge of Navy environment and constraints to design processes fit for purpose.
Results:
Operational processes defined and implemented that are fit for purpose and based on best practices.
Specifications for processes for NGEN recompete being defined jointly with process owners.
Process Capability Assessments
Evidence:
Process frameworks in place and processes assessed for PMW-205 and NetOps.
Process guides and other foundational documents created for processes included in NGEN recompete.

6. 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

7. 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

8. 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.

9. 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.

10. 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

11. 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

12. 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

13. DESMF Key References
DOD Instruction DoD Information Technology (IT) Service Management (ITSM) – December 24, 2015
DoD Directive , “DoD Chief Information Officer (DoD CIO),” November 21, 2014
DoD Directive , “Management of the Department of Defense Information Enterprise,” February 10, 2009
DoD Instruction , “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