1. What an Acquisition Practitioner Needs to Know
Service Management
What an Acquisition Practitioner Needs to Know
DAU Symposium
April 4, 2017
Karen Gomez
Defense Information Systems Agency
Mission Support Division

2. Service Management Trajectory
Topics
DESMF
The DESMF
Realized
Service Management Trajectory

3. National Guard & Reserve Members 1.3M+ Active-duty Members
DoD Global Presence
5,000
Locations
742,000 Civilians
826,000
National Guard & Reserve Members
450,000
Employees Overseas 7M
Computer & IT Devices
1.3M+ Active-duty Members
DoD’s IT budget was nearly $40 billion in fiscal 2014, including almost $5 billion for cybersecurity
Current as of 27 Jan 2017

4. DESMF History Edition I – DISA Edition II – DoD Edition III
140 contributors representing 15 DISA Directorates
Published Sept 2012
Signed by DISA Director March 2013
Edition I – DISA
Nine agencies/military services & industry
DESMF Working Group – chaired by NAVY ITSMO
Governance – DESMF WG
Final released Sept 2013
12 agencies/military services concurrence
Signed by DoD CIO April 2015
Edition II – DoD
DRAFT released (DESMF WG approval) – Jan 2015
Governance – ESDP
Signed by DoD CIO June 2016
Edition III

5. Standard vs Framework Advantages: Auditable Flexible to a Degree
Standard : Very rigid, generally accepted methods of doing something. Very specific. A standard will usually only include a single element (e.g. do this, this way) whereas a framework or model defines a system of doing things.
Advantages:
Auditable
Clear and Specific
Disadvantages:
Inflexible
Limits innovation
Susceptible to shock
Framework : A framework is a support system. It may not be the whole picture, but it provides a strong base for building upon. Ex: the frame of a house. It can stand on its own, but it's really there to be added to. However, you can never just take it away.
Flexible to a Degree
Establishes nomenclature
Allows for variations
Allows for innovation
Compliance harder to verify
More general in nature
Standards and Frameworks are not mutually exclusive
Can be used in tandem to accomplish different purposes
Both have the potential to limit innovation
Frameworks can be established to create self-healing systems and limit exposure to extreme outliers

6. NO! Application of a Framework
A framework is about the management of the lifecycle of a product and service
Proctor and Gamble® Example:
Imagine you are the CEO of Proctor and Gamble
You have a catalog of products and offer new products each year
Market research is conducted and a business case is created for each product
Your team designs the new product (look, feel, functionality)
The product must get to market
You must also provide customer support for the product
Do you want:
A new way to deliver a product each time?
100 different design methodologies?
Every product manager describing their business case differently?
A new Service Desk for each product?
A new manufacturing line for each product?
NO!
THIS SLIDE BUILDS

7. Collaborated and integrated effort though the DESMF Working Group:
IS/IS NOT
USN, USA, USMC, USAF, NETCOM, DISA, SPAWAR, DoT, DSS, DLA and industry partners
A group of volunteers (not a Tiger Team) working on their own time to contribute to content development
Collaborated and integrated effort though the DESMF Working Group:

8. DOMAIN FOCUS Five Domains in ITIL Think and act strategically
Long term view
Service Strategy
Design services and what
is needed for support
Service Design
Transition safely
Build trust
Service Transition
Deliver stable services
Be responsive
Service Operation
Continually align with business
Improve performance
CSI

9. DESMF Concepts ITIL/ITSM ISO NIST 800-53 CMM COBIT 5.0 DESMF DESMF
DOTMLPF
eTOM
DODAF
DOD 5000
DESMF
DESMF
THIS SLIDE BUILDS

10. High Level Process Map

11. A DoD ITSM Framework Tier I WIs Tier II WIs Tier I WIs Tier II WIs
DESMF
Incident Management
Network Incident
Desktop Incident
Application Incident
Framework
Process Layer
Procedural
Layer
Work Instruction
Some Variations Due to Mission
Tier I WIs
Tier II WIs
Policy, Legislation and Regulations
Tier I WIs
Tier II WIs
Common Vocabulary, Structure and Auditable

12. DESMF Benefits
Supports DoD transformation to a joint integrated enterprise
Framework and guidance for improving service management capabilities across the Department
Common lexicon
Provides process architecture that enables process integration, cross collaboration and shared learning
Clarification and guidelines for ITSM roles and responsibilities

13. DESMF Benefits Con’t
Improved service availability, directly leading to cost avoidance
Financial savings from reduced rework, lost time, improved resource management and usage
Improved deployment of new products and services
Improved decision making and optimized risks

14. The DESMF
Realized

15. Service Automation & Implementation Cycle
Strategy
Education & Training
Methods
Acquisition Strategy
Automation & Optimization Strategy
Support Environments
Delivery & Design Environments
SWAT
CSI
Process Design
Data Architecture
Automation Architecture
Process Architecture
ESM Architecture
Systems Engineering
Systems Build
Systems Test
Systems Deploy
Process Automation KM
Analytics
Business Intelligence
Service Automation & Implementation Cycle
ESM Governance, Policy, Change Management & Audit
Resource & Contract Management
Corrections or Optimizations

17. How DESMF Has Been Used SSE AESMF Organization Design
Establishment of ITSM organizations
Culture Change – Cross Functional Team
Sync Processes & Functions
Foundational to GFACR
Collaboration of Lessons Learned
Collaboration of Process Decomposition
State
Other Federal Agencies
Private Industries

18. DoD ITSM Trajectory

19. DoD ITSM Instruction-DODI 8440 Dec 2015
Designates the DESMF as the single ITSM framework for the DoD
Service description standards
Service quality model
Service management process reference model
Service management process assessment model
Provides initial ITSM direction until policy is complete
Components contribute and DISA to coordinate
DoD ITSM Memo May 2013
DoD ITSM

20. DEPARTMENT COMPONENTS
Working Together For Superior Service
DoD CIO
Establish policy for providing IT globally
Call for action to develop, implement and update performance assessment
DEPARTMENT COMPONENTS
Keep our nation safe
Assist those in need globally
DESMF
Common Lexicon
Foundational process architecture
Role clarity for service management
Supports improved service and performance
DoD Employees
All working in defense of our Nation
Collaborate for improvements
Keeping our military service personnel informed and safe
Communications
JOINT ENVIRONMENT
Ensures information sharing
Provides scalability for all components

21. Enterprise Information Environment
Services Impacted Globally
COALITION
FORCES
Process
Architecture
Deployed
Environment
COMPUTING
APPLICATIONS
Enterprise Information Environment
DATA
MISSION APPLICATIONS
Access at the
Point of Need
COMPUTING
DATA
HOME
WORK
MOBILE
(TDY/DEPLOY)
FUTURE DEVICES

22. DESMF Big Picture View Common Lexicon
Clarity Around Roles & Responsibilities
Measurable Performance
Defines Interfaces
Framework For DoD

23. DESMF: https://community. apan