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

2. 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 , DoDI , DoDI , 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.

3. 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

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

5. 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 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 Given a DoD IT/SW acquisition scenario, choose Information Technology Service Management (ITSM) processes to work with based on desired outcomes.
ELO Recognize the value of Information Technology Service Management (ITSM) to organizations/programs.
ELO Choose Information Technology Service Management (ITSM) processes to work with based on desired outcomes.
ELO Recognize Policy & Guidance Related to Information Technology Service Management (ITSM).
ELO Recognize the value of Information Technology Service Management (ITSM) to individuals.
ELO Identify resources associated with Information Technology Service Management (ITSM).

6. 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

7. 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

8. 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

9. 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

10. Resources – File Structure on Black Board

11. 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

12. Additional Resource Requirements
None at this time

13. 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 , DoDI , DoDI , 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.

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

15. 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: Given a DoD IT services acquisition scenario, recommend appropriate DESMF guidance to manage a suite of IT services
CLE083 TLO: 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 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 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

16. 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: Given a DoD IT services acquisition scenario, recommend appropriate DESMF guidance to manage a suite of IT services
CLE083 TLO: 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 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 Recognize the value of Information Technology Service Management (ITSM)
to individuals.
How DESMF Helps YOU at Work
ELO Identify resources associated with Information Technology Service
Management (ITSM).
All Military Services are Using DESMF
ITSMO Resources are Available from Component/DoD CIO

17. 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

18. 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: /
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

19. 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 rep for content development

20. 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.

21. 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