1. DoD Enterprise Services Management Framework DoD-Level PCAs Value Proposition By Mukesh Barot DESMF WG Chair August __, 2017

2. Requirements of DoDI
requires conformance to DESMF and utilization of a process capability assessment model.
In alignment with , DESMF to include a Defense Service Management Process Assessment Model describing measurable and assessable levels of integrated service management capabilities.
Per , conformance is to be assessed against reporting requirements established within the latest approved DESMF baseline, assessed annually unless specific programs are identified by the DoD CIO for more frequent assessment.

3. Process Documentation Hierarchy
DESMF
DoDI
COMNAVIFOR M
NPRM
DoDIN-N Process Framework
(Gov’t)
Process Guides
SOPs, TTPs, WIs
(Gov’t and Service Provider)
Enterprise level process definition, purpose, scope, outcomes, activities, roles and responsibilities, interfaces, etc.
Only ONE per process!
Designations are defined in in FCC/PEO-EIS Co-Instruction
Further defines “What” the process tasks, responsible organizations, roles and responsibilities, performance metrics, etc. are for executing the process as well as Monitoring, Managing, and Reporting tasks.
Can be one or multiple guides depending on process and enclave (NMCI, ONE-Net, IT-21, JRSS etc.)
Overarching Guidance
Define “How” the process tasks are being executed – specific steps, checklist, tools used, forms, etc.

4. Case Study- NGEN PCA Situation Solution Benefit & Impact
PMW-205 Performance Management was charged with assessing NGEN ITSM processes
There was a need for process assessment tool and techniques
Evaluation of services and processes are necessary going forward to align with planned NGEN-R changes such as expanded cloud capability and ONE-Net integration
Utilized NAVITSMO process capability model and tool and methodology
Provided Assessor’s training to PMW-205 and NNWC
Provided resources to conduct assessments of 13 Service Design, Transition, and Operation processes, plus Service Desk function
Evaluated process focus areas capabilities, and identified potential improvement actions
Provided Continual Service Improvement (CSI) recommendations based on objective evaluation
Prompted long-overdue documentation updates
Provided program management sponsors with solid evidence of the status, strengths and weaknesses of each of their processes
Presents unbiased data that can be used to evaluate CSI opportunities in light of NGEN-R

5. Case Study Example – Service Level Management
The 2016 Process Capability Assessment :
Found Service Level Management (SLM) process capability to be Largely Achieved at Level 2.
Generated the following CSI initiatives which were completed in whole or in part prior to the 2017 PCA:
Update Framework and SOP while standardizing roles and responsibilities
Develop detailed SOPs for monitoring the performance of the SLM process
Ensure team is aware of documentation and leverages it within their daily activities.
Implement Service Improvement Plans to remediate SLR failures
Define critical SLM process interfaces and document handoff details (partially complete)
The 2017 Process Capability Assessment :
Found Service Level Management (SLM) process capability to be Fully Achieved at Level 2.

6. Questions / Issues ?