Slides for the HDI Service Management Conference on Monday November 9th

1. Drew Jaehnig, Chief, Services Delivery Division, DISA Amy Speth, Executive Director, IT Service Management, Femme Comp, Inc. IT Service Management in DISA HDI Service Management 2009 Conference and Expo November 2009

10. Shift to Value Shift the focus to the value of IT services provided Less More Technology Focus Process and Value Focus "Fire-Fighting“ MO Preventative MO Reactive Support Proactive Support End Users Customers Who Derive Value Fragmented Effort Centrally Managed Effort Isolated Activities, Silos Integrated Activities, Enterprise-Wide "One Off", Ad Hoc Processes Repeatable, Accountable Processes “ Evolved” Processes of Multiple Adaptations Formal and Structured Best Practices IT Internal Perspective External Facing Perspective IT Operational Performance Focus Service Level Performance Focus

11. Proposed IT Service Management Office Process Owner Process Owner Process Owner Principle ITSMO Director DISA IT Service Manager CSD IT Service Manager NS IT Service Manager GO IT Service Manager Other Service Managers

12. Levels of Authority

13. ITSM Governance DISA CAB EIGB Director (s) / Commander (s) Board of Directors Process Owner (s) Process Manager (s) Chaired by ITSMO Director Policies Processes CCBs Chaired by Change Management Chaired by Functional Managers Command Relationship Functional Process Relationship

15. ITIL V3 Lifecycle Model

16. ITIL Processes Under Reformation

17. 5-Phased Approach Key Milestone Tracking Y Overall Indicator Previous Current B B B B Y G B Y B B B B Y G B R B G Y G G G G G Y G G G G G R G G G G G Y G G G G R R B B G G R R B Y Jul 31 09 Map Functional Roles to Current Organization Apr 24 09 Publish Policy and Process Strategy May 11 09 Baseline As-Is Process & Gap Analysis Mar 10 09/TBD Schedule regular IPRs Apr 13 09 Publish phased implementation plan toward desired state Jun 9 09 / TBD Select critical key performance indicators Apr 10 09 Publish RACI Matrix Jun 19 09 Publish Workflow Diagrams and process inter-dependencies Phase II Apr 10 09 Gather Existing As-Is Documentation May 29 09 / Jun 24 09 Publish Process Charter Jun 23 08 Assess current & desired maturity levels Mar 20 09 Conduct kickoff with Core Team Mar 1 09/TBD Designate Process Owner Phase I Current Previous Dates Previous/New Activity Jun 19 09 Implement Toolset Support Jun 26 09 Publish Process Documentation Jul 20 09 Business Case Analysis Jul 20 09 Initiate performance reporting Dec 1 09 Initiate Auditing & Compliance inspections Jun 29 09 Approve CSI initiatives Jul 11 09 Publish Procedures Phase V Jul 11 09 Implement Process for Handling RFCs Sep 12 09 Complete training in functional roles Phase IV Jun 26 09 Present Organizational recommendations Jun 4 09 / TBD Publish communications plan Jun 30 09 Complete phased data measurement plan Phase III Current Previous Dates Previous/New Activity On Schedule Missed Original Date R G At Risk of Delay Y Completed B

25. Example Case Maturity Levels

26. Example Case Maturity Initiatives

27. Process Maturity by Process Example: Service Transition

28. Process Maturity by Discipline

30. COPIS Review Suppliers Inputs Process Outputs Customers Step 1 Step 2 Step 3 Step 4 Examples Data Parts Application Raw materials Examples Services Products Reports Metrics Raw data Examples Internal External Vendors Producers Management Upstream Process Examples Internal External Vendors End users Management Downstream Process

31. Process Workflow Diagrams Example: Release & Deployment

32. Roles & Responsibility Matrix Example: Change Management Legend: Responsible - do work to achieve an outcome from the process (one or more parties) Accountable - ultimately accountable for the completion of the outcome (one party per outcome) Consulted - opinions are sought throughout or at particular points in the process Informed - kept up-to-date on progress and outcomes I A/R Determine if Change is accepted or rejected I C R A Review Backout/remediation Plan C I C R A Review Risk Analysis C I C R A Review Resource Requirements C I C R A Review Test Plan/Results C I C R A Review Impact Analysis I C R A Verify Basic Information is present C R A I Enter RFC into tracking system IT Mgmt Service Manager Project Manager Program Manager Change Process Manager Change Process Owner Project Baseline Change Procedure

35. Methods & Procedures Tracking Example: Service Operation Menu Selection mm/dd/yy Closure mm/dd/yy Fulfillment mm/dd/yy Other Approvals mm/dd/yy Financial Approvals mm/dd/yy Request Fulfillment Process Owner: NS6 M&Ps:mm/dd/yy Access Management Request Access mm/dd/yy Verification mm/dd/yy Providing Rights mm/dd/yy Identify Status mm/dd/yy Logging & Tracing mm/dd/yy Removing/ Restricting mm/dd/yy Process Owner: NSC M&Ps:mm/dd/yy Standardization xxx xxxxx xx/xx/x Activity not Standardized xxx xxxxx xx/xx/x Activity Standardized M & Ps All M&Ps not Documented All M&Ps Documented Incident Management Identification mm/dd/yy Log/record mm/dd/yy Categorize mm/dd/yy Priortize mm/dd/yy Initial Diagnosis mm/dd/yy Escalate mm/dd/yy Investigate & Diagnose mm/dd/yy Resolution & Recovery mm/dd/yy Closure mm/dd/yy Process Owner: GO M&Ps:mm/dd/yy Event Management Occurrences mm/dd/yy Notification mm/dd/yy Detection mm/dd/yy Filtering mm/dd/yy Significance categorize mm/dd/yy Correlation mm/dd/yy Triggers mm/dd/yy Response Selection mm/dd/yy Review Actions mm/dd/yy Process Owner: GO M&Ps:mm/dd/yy Closure mm/dd/yy Problem Management Identify mm/dd/yy Log/record mm/dd/yy Categorize mm/dd/yy Prioritize mm/dd/yy Investigation & Diagnosis mm/dd/yy Decide on Workarounds mm/dd/yy Identification Of Known Errors mm/dd/yy Resolution mm/dd/yy Closure mm/dd/yy Process Owner: GO M&Ps:mm/dd/yy Review mm/dd/yy Correction Of Errors Found mm/dd/yy

36. Methods & Procedures Example: Request Fulfillment 1 of 2 June 30 09 Obtain Financial Approval Financial Approval June 30 09 Determine/Obtain Other Approvals Other Approvals June 11 09 Perform Pre-Fulfillment Request Quality Check Fulfillment June 11 09 Review and validate Request/Order Fulfillment June 18 09 Validate Request Fulfillment June 4 09 Coordinate with Requester Fulfillment June 4 09 Determine DISN and/or Non-Network Transport Fulfillment June 4 09 Determine Supportability and Transport Requirement Fulfillment June 15 09 Enter Required Authorizations and POCs Menu Selection June 15 09 Enter Top-level Order Requirements Menu Selection June 8 09 Enter Requester Status and Ordering Authority Menu Selection May 30 09 Enter Order/Request Info Menu Selection May 30 09 Get Existing Circuit Info Menu Selection May 30 09 Select Service / Enter Purpose Menu Selection Suspense M&P Title Activities

37. Methods & Procedures Example: Request Fulfillment 2 of 2 June 30 09 Execute DITCO Actions Fulfillment June 11 09 Update, Finalize Engineering and Finalize Request/Order Fulfillment June 30 09 Fulfill ATM Requirements Fulfillment June 30 09 Fulfill Promina Requirements Fulfillment June 30 09 Fulfill Optical Service Requirements Fulfillment June 30 09 Fulfill IP Service Requirements Fulfillment May 30 09 Close Request/Order Closure May 30 09 Close Service Request Closure June 15 09 Follow-up to RFU Fulfillment June 15 09 Oversee Installation Fulfillment June 15 09 Oversee Fulfillment Completion Fulfillment June 4 09 Coordinate CLASSIFIED / COMSEC Requirements Fulfillment Suspense M&P Title Activities

40. Process Metrics Plan Example: Request Fulfillment AF, Army, Navy, etc. By Customer with Requirement Number of Crypto Units for SIPRNET 7a Aggregate by service Cost of Delays 6a Customer, Vendor, DISA, B/P/C/S By Organization 5c Certification & Accreditation By Issue 5b NIPRNET, DVS, etc. By Service Circuit Delays Reasons 5a NIPRNET, DVS, etc. AF, Navy, Army, etc. Relative to Published Lead Time 4g NIPRNET, DVS, etc. AF, Navy, Army, etc. Relative to Customer Requested Time 4f AF, Navy, Army, etc. By Customer Group 4e NIPRNET, DVS, etc. By Service 4d CONUS, EUR, PAC By Theatre of Operation 4c NIPRNET, DVS, etc. AF, Navy, Army, etc. Relative to phase threshold 4b NIPRNET, DVS, etc. AF, Navy, Army, etc. By Range of Days Overdue Service Delivery Success Rate (SDSR) 4a Customer, Theater, Service By Phase (process Step), Average and worst Processing Time in Phase 3a NIPRNET, DVS, etc. v. Published Lead Time 2c NIPRNET, DVS, etc. v. Customer Requested Time 2b NIPRNET, DVS, etc. By Service Type Actual Delivery Times 2a Customer, Service By Service Type (NIPRNet, SIPRNet, DSN, etc…) Number of Requests Fulfilled completed within 30 days of ordered service date 1c Customer, Service By Service Type (NIPRNet, SIPRNet, DSN, etc…) Number of Request in Queue or in process by service type 1b Customer, Service By Service Type (NIPRNet, SIPRNet, DSN, etc…) Number of Request Fulfilled by service type 1a Categories Metric KPI No.

41. Process Timelines Example: Request Fulfillment Major and Detail Milestones

42. Continual Service Improvement The Deming Cycle

43. Quick Win opportunities

45. Process Goal: ITIL Workflow Incident Mgt. Problem Mgt. Change Mgt. Release Mgt. Deployment Mgt. Capacity Mgt. Availability Mgt. Continuity Mgt. Security Mgt. Service Strategy Service Catalog Mgt. Service Validation Transition Planning & Support Mgt. Service Lvl Mgt. Configuration & Asset Management / Knowledge Management / Work Flow Event Mgt. Request Fulfillment Order Entry Menu Select Monitoring & Control Service Desk TNOSCs GNSC GNC NS GISMC Etc. TSR’s/RFS Non-Standard Changes (FC) Visibility of all

46. Toolset Goal: Rapid Agile Provisioning RAP is a fully integrated and automated service delivery capability from initial service requests through fulfillment and provides continuous status updates.

47. Challenge: Lack of Integrated Workflow Tools

48. Challenge: Currently Manual Data Flows Limited validation for manually entered data Request Order Engineer Contract Install Operate Bill DDOE DITCO WWOLS CM Tool EMS/NMS CFE Processes Tools CM Tools WWOLS Data Flow is manually managed with opportunities for errors between work groups CM tools aligned by technology; no end-to-end ckt layout Missing B/P/C/S inventory data complicates last ½ mile engr/implement Email, Vmail, phone/conference calls

52. PROCEDURES Based on positioning 310-130 at this level (Process Managers & Workers) WORK INSTRUCTIONS / DETAILS Tool-specific content Extracted from 310-130 (Workers and Vendor Documentation) Challenge: Excessive lead times for approvals to update documentation PROCESS Based on ITIL V3 with customized appendices (Process Owners & Process Managers) POLICY Based on ISO 20000 and CobiT with customized appendices (Executives and Process Owners) Future Today DoD Directives DISA Circulars DoD Instructions CJCSIs DISA Instructions MOAs DISA EUR Inst DISA PAC Inst DISA CONUS Inst DFAR

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