CLE 083 Introduction to DoD Information Technology Service Management (ITSM) Requirements Readiness Review (RRR) 18 MAY 2017

Purpose Purpose of RRR CLE 083 Description To ensure course requirements are sufficiently understood and risk levels are acceptable prior to detailed course content development CLE 083 Description Introduction to DoD Information Technology Service Management (ITSM): This continuous learning course will provide a broad overview of DoD Information Technology Service management (ITSM). The course is designed for the acquisition workforce and all DoD Components who have little or no experience in DoD ITSM. The course will present ITSM from both the service provider and service consumer (e.g., customers, end users) perspectives. This course presents information on relevant ITSM policy to include DoDI 8440.01, DoDI 5000.74, DoDI 5000.75, and the relationship between them. Finally, the course will provide familiarization with lifecycle best practices for ITSM presented in the DoD Enterprise Service Management Framework (DESMF) used in strategic planning, design, transition, operation, and continual improvement of IT services.

Develop Learning Objectives Development/approval CLE 083 Introduction to DoD Information Technology Service Management Roadmap  2016  2017 2018  NOV DEC JAN FEB MAR APR MAY JUN JUL AUG SEP OCT   Funding Approved Funding Obligated WG Mtg RRR PDR CDR DRR Kick off Mtg Form Team Develop Learning Objectives Course Design Content Development Storyboarding Programmed Lessons Release Testing Task Order Development/approval Gov’t Review Current Date WG – Working Group RRR – Requirements Readiness Review PDR – Preliminary Design Review CDR – Critical Design Review DRR – Deployment Readiness Review Government Contractor 16 February 2017

Agenda Objectives and Approach SRR Entry/Exit Criteria Resources Course Content Description Learning Objectives Development Roadmap Risk Management Close-Out

CLE 083 Approach Overall Requirement: Ensure that the content reflects critical ITSM concepts and aligns with the TLOs and supporting relevant ELOs (Blooms <3) from CP #34. Ensure alignment with IT FIPT intent / high-priority items Assume 4 hour CLE; each module 30-40 minutes in length (7-8 modules total) Challenges CP 34 is forming in parallel with this course Approach Reuse as much of existing training material as feasible Solicit and integrate feedback from SME’s from across all MilDeps Learning Objectives TLO 34.083.1 Given a DoD IT/SW acquisition scenario, choose Information Technology Service Management (ITSM) processes to work with based on desired outcomes. ELO 34.083.1.1 Recognize the value of Information Technology Service Management (ITSM) to organizations/programs. ELO 34.083.1.2 Choose Information Technology Service Management (ITSM) processes to work with based on desired outcomes. ELO 34.083.1.3 Recognize Policy & Guidance Related to Information Technology Service Management (ITSM). ELO 34.083.1.4 Recognize the value of Information Technology Service Management (ITSM) to individuals. ELO 34.083.1.5 Identify resources associated with Information Technology Service Management (ITSM).

Entry / Exit Criteria Entry Criteria STATUS COMMENTS Exit Criteria Has the student population been identified and understood with data? G Intro class, entire Acq Workforce Has a gap analysis between what is being taught and what needs to be taught conducted? Is there direction from the sponsor? What funding is in place? Y FY18 DAWDF Request Who is on the curriculum Dev't team? Slide 09 Who is developing the course content? What is the need date for the course? 2QFY18; See Roadmap Slide 03 Has a course description been agreed upon with the sponsor? What is the role of contractors in this effort and the contracting strategy? Slide 11 Have the terminal learning objectives been agreed upon? Proposed within Can the terminal learning objectives be traced to competencies? CP 34, Slide 15-16 Do you need additional outside support (ISD, SME, etc.)? Not at this time What is the projected date for the PDR? Late June 2017 What are the communication tools the IPT will use, is it sufficient DoD ITSM CoP; DAU Blackboard What are the projected travel funds for Meetings, sprint weeks etc? Slide 08 Stand up a workspace on Blackboard What are the risks to the project Slide 18 Has a DAU Requirements form been submitted N/A Online Course Exit Criteria CM and curriculum dev’t team designated Draft IPT charter Charter not required at this time Course Description Development Roadmap Contract Support Strategy Project Risk Register initiated Action Item register initiated Competency-TLO traceability matrix File structure posted to blackboard

Resources - Student Population Target Students – All Acquisition Community Gap analysis between need and current courses ITSM represents a new competency – CP34 Direction from the IT FIPT Establish CP 34 Build CLE 083

Resources - Funding FY17 Covered SME travel to face-to-face meeting for content kickoff FY18 FY18 DAWDF request Contractor services for courseware instantiation ~$125k SME travel to one face-to-face meeting ~$430

Resources – Curriculum Development Team Who is the LAM? Robert Thomas, DAU - CNE Who is on the curriculum Dev't team? Robert Thomas Karen Gomez (Co-Lead SME, DISA) Mukesh Barot (Co-Lead SME, USN) Jacob Harrell (OSD CIO) Mike Jones (USA) David Keal (USAF) Hank Costa (USMC) Target Date for Course Deployment: 2QFY18 Communication Tools DoD ITSM CoP Page DAU Blackboard

Resources – File Structure on Black Board

Resources – Contract Support Strategy Contractors will be leveraged to; Prepare story boards Program Lessons once storyboards are approved by LAM Update lessons as required based on LAM feedback Assume typical development effort

Additional Resource Requirements None at this time

CLE 083 Course Description Introduction to DoD Information Technology Service Management (ITSM): This continuous learning course will provide a broad overview of DoD Information Technology Service management (ITSM). The course is designed for the acquisition workforce and all DoD Components who have little or no experience in DoD ITSM. The course will present ITSM from both the service provider and service consumer (e.g., customers, end users) perspectives. This course presents information on relevant ITSM policy to include DoDI 8440.01, DoDI 5000.74, DoDI 5000.75, and the relationship between them. Finally, the course will provide familiarization with lifecycle best practices for ITSM presented in the DoD Enterprise Service Management Framework (DESMF) used in strategic planning, design, transition, operation, and continual improvement of IT services.

CLE083 Enabling Learning Objectives TLO 34.083.1 Given a DoD IT/SW acquisition scenario, choose Information Technology Service Management (ITSM) processes to work with based on desired outcomes. ELO 34.083.1.1 Recognize the value of Information Technology Service Management (ITSM) to organizations/programs. ELO 34.083.1.2 Choose Information Technology Service Management (ITSM) processes to work with based on desired outcomes. ELO 34.083.1.3 Recognize Policy & Guidance Related to Information Technology Service Management (ITSM). ELO 34.083.1.4 Recognize the value of Information Technology Service Management (ITSM) to individuals. ELO 34.083.1.5 Identify resources associated with Information Technology Service Management (ITSM).

Competency-TLO Traceability Competency Element: 34.1 Applies the principles of IT Service Management (ITSM) and process framework of the DoD Enterprise Services Management Framework (DESMF) to program offices to achieve the most cost effective IT environment for DoD. DAU IT Portfolio TLO: 34.1.1 Given a DoD IT services acquisition scenario, recommend appropriate DESMF guidance to manage a suite of IT services CLE083 TLO: 34.083.1 Given a DoD IT/SW acquisition scenario, choose Information Technology Service Management (ITSM) processes to work with based on desired outcomes. 01 Why ITSM Matters ELO 34.083.1.1 Recognize the value of Information Technology Service Management (ITSM) to organizations/programs. What is ITSM Value to Organizations Impacts to Programs of Records 02 Components of ITSM ELO 34.083.1.2 Choose Information Technology Service Management (ITSM) processes to work with based on desired outcomes. Basic Terminology Standards vs Frameworks Processes vs Functions Service Lifecycle Domains and Interrelationships

Competency-TLO Traceability (Continued) Competency Element: 34.1 Applies the principles of IT Service Management (ITSM) and process framework of the DoD Enterprise Services Management Framework (DESMF) to program offices to achieve the most cost effective IT environment for DoD. DAU IT Portfolio TLO: 34.1.1 Given a DoD IT services acquisition scenario, recommend appropriate DESMF guidance to manage a suite of IT services CLE083 TLO: 34.083.1 Given a DoD IT/SW acquisition scenario, choose Information Technology Service Management (ITSM) processes to work with based on desired outcomes. 03 Policy and Guidance for ITSM ELO 34.083.1.3 Recognize Policy & Guidance Related to Information Technology Service Management (ITSM). Policy Support for ITSM DESMF is the ITSM Framework for DoD 04 How ITSM Helps YOU and Where to Find Help ELO 34.083.1.4 Recognize the value of Information Technology Service Management (ITSM) to individuals. How DESMF Helps YOU at Work ELO 34.083.1.5 Identify resources associated with Information Technology Service Management (ITSM). All Military Services are Using DESMF ITSMO Resources are Available from Component/DoD CIO

Development Roadmap Assigned Lead: Mukesh Barot Karen Gomez Jake Harrell Mike Jones Dave Keal Hank Costa Draft Content due 15 JUN for assessment prior to PDR

Medium/Moderate Change CLE 083 Risk Register Risk Description Mitigation/Actions Conflicting Definitions If definitions are not clearly delineated, then the students may be confused and achievement of learning objectives will be impacted Determine authoritative source for ITSM glossary and definitions Ensure DAU Glossary contains matching ITSM terms and definitions Ensure course has built-in acronym reference Information Overload If content delivery is not paced appropriately, Then students may become overwhelmed by data volume and not retain knowledge after course completion Review draft lesson modules with an eye for information volume Split “dense” lessons into 2+ modules Keep content at “introductory” level Funding If FY18 DAWDF request is not approved, Then course deployment may be delayed Ensure request is submitted on time Monitor status of DAWDF No IPT Charter If SME availability conflicts arise Then course content development may be delayed Monitor SME availability Initiate IPT Charter if schedule conflicts become problematic Opportunity: 5000.74/8440.01 If Service Acquisition and IT Services policy are clarified and become cross-referencing Then IT Service policy consistency will be improved Engage managers of both policy documents during course development Ensure course content is aligned with both policies High/Major Change Medium/Moderate Change Opportunity Low Risk/Change Not Confirmed

RRR Action Item Review Action Assigned to: Timeline Revise ELO’s to reflect captured recommendations Robert Thomas ASAP Incorporate Service Consumer Perspective PDR Seek FIPT approval to update CP 34 to expand audience to all DoD IT Service Providers, not just Acquisition Programs Bob Skertic Next FIPT meeting Review MT: Standards vs Frameworks and how it is introduced; How ITSM helps you as a service provider and consumer; take out absolute of all DoD components using DESMF Update RIO: O-sync with DESMF IV; R-contractor demand surge; R-policy maturity/stability Update Schedule to reflect funding impacts Engage Mike Jones’ (SME) replacement: Jeff Turner Karen Gomez Seek ATL 5000.74 rep for content development

ELO Recommendations TLO: Given a DoD IT acquisition scenario, describe information Technology Service Management (ITSM) domain relationships.   ELO 1: Recognize the value of Information Technology Service Management (ITSM) to organizations/programs. ELO2: Describe the relationships between DoD Enterprise Service Management Framework (DESMF) domains, processes, and functions. ELO 3: Recognize Policy and Guidance Related to Information Technology Service Management (ITSM). ELO 4: Recognize the value of Information Technology Service Management (ITSM) to individuals. ELO 5: Identify information resources associated with Information Technology Service Management (ITSM). ELO 6: Recognize the value of Information Technology Service Management (ITSM) to service consumers. CE 34 description: Applies principles of IT Service Management (ITSM) and process framework of the DoD Enterprise Services Management Framework (DESMF) to DoD IT service providers to deliver quality IT services for DoD. ELO2: Our discussion also addressed deleting the sub-bullet “Standards vs Frameworks”. ELO3: Our discussion also addressed changing the sub-bullets to -DoD ITSM Policy -Other DoD Policy related to ITSM ELO4: Our discussion also addressed changing the sub-bullets to -As a Service Provider -As a Service Consumer ELO5: Our discussion also addressed changing the sub-bullets to -Component -Other Considering the course description says the course is from the Service Provider and Consumer perspective, suggest the Course description text be further adjusted as noted.

Recommendation Proceed Proceed with Corrective Actions Return after Corrective Actions Taken Approval: Dave Pearson (DAU), Barbara McCain (OSD CIO) Others in attendance: Bob Skertic, DAU Robert Thomas, DAU Karen Gomez, DISA (by phone) Vicky Watts, OSD CIO