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Wrenches in Trenches: A Practical Application of ITSM Know-How

Mr. Drew JaehnigChief, DISA IT Service

Management Office3 May 2016

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Presentation Disclaimer

"The information provided in this briefing is for general informationpurposes only. It does not constitute a commitment on behalf of the UnitedStates Government to provide any of the capabilities, systems or equipmentpresented and in no way obligates the United States Government to enter intoany future agreements with regard to the same. The information presentedmay not be disseminated without the express consent of the United StatesGovernment. This brief may also contain references to Unite StatesGovernment future plans and projected system capabilities. Mention of theseplans or capabilities in no way guarantees that the U.S. Government willfollow these plans or that any of the associated system capabilities will beavailable or releasable to foreign governments."

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17,000 Circuits

180M Malicious Events Blocked/Month

813,000Collaboration

Users500M Meeting

Minutes870 User Applications

18 Switches93 Session Controllers

38 Petabytesof DECC Storage

Functional AppsBig Data

ISR Video129,000

SharePoint & iNavy Users

Single Source for 4.5M DoD

Identities

80,000+ Mobility

UsersUnclass to TS

Capability

1,600,000EmailUsers

DISA’s Global Presence

27 Field Elements Connecting 3,800 Sites 100+ Deployed

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DoD Enterprise Service Management (DESMF) Lifecycle

Release Mgt.

Deployment Mgt.

IT Security Mgt.

Continuity Mgt.

Service Catalog Mgt.

Service Evaluation

Transition Planning & Support Mgt.

Service Lvl Mgt.

Event Mgt.

Request Fulfillment

Monitoring & Control

Incident Mgt Problem Mgt Change Mgt.

Test and Validation

Financial Mgt.

Demand Mgt. Service Portfolio Mgt.

Customer Relation Mgt. Strategy Generation

Supplier Relation Mgt

Design Coordination

Capacity &Availability Mgt.

Change Mgt.

Service DeskEngineering

SS/Mix

SD

ST

SO

Configuration and Knowledge Management

DISA’s Starting Point

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Global Service Desk – Incident Mgt – Problem Mgt

• The Global Service Desk (GSD) provides warfighters, military components, mission partners, and other federal agencies with a single point of entry for service desk support.

• The Service Support Environment (SSE) is a centrally managed virtual platform that enables a unified process framework with a SINGLE ticketing system, service request management system, call management system, quality assurance plan, and a more robust knowledge-centered support structure.

• In accordance with a Secretary of Defense initiative and Department of Defense guidance, DISA is consolidating 22 geographically dispersed service sites managing more than 108 environments.

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Service Support Environment

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Canary in a Coalmine

Interactions Distribution & Service Level

0 %

10 %

20 %

30 %

40 %

50 %

60 %

70 %

80 %

90 %

100 %

Interval

0102030405060708090

100110120

Num

ber o

f Int

erac

tions

Answered Abandoned % Ans Svc Lvl Target Ans Svc Lvl %

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Metrics Based Approach to Service Management

Objectives

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GSD Progress and History

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Strategy Governance Resourcing Architecture Org Structure

Process & Technology

DesignPilot Testing Deploy &

Consolidate CSI

The Plan of Attack – Building A Better Process

Business, Technical and Process Strategy w/ ROM& projected ROI

Documented & Empowered

Project Developer

Fully Funded Investment for

Design, Build & Implementation

Technical, Organization and

Process Architecture

Build & Charter the receiving Org

Technical, Organization,

Process, Training, Staffing, Metrics

and Test Plan Design

Limited Scope Low-Risk Deployment – PP&T

Independent TestingPeople, Processes

& Technology

Deploy in Stages;By Community, Managing

Customer Expectations, Measure Each Transition

Full BenchmarkManage to Improve

& Lower Costs

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Lessons From the Trenches1. Ensure you have full control to implement change2. It is not always necessary to grab hearts and minds first – the results will do that on their own. 3. Seize any opportunity to realize a quick win with passion4. Assume no one communicates – take charge of all communications5. Sometimes it’s a waste of resources to conduct detailed As-Is baselines – maintain razor-sharp focus on the target6. It’s sometimes less painful to modify processes to accommodate out-of-the-box toolset capabilities7. ITIL Training is not for everyone. Leave Process design and terminology to the experts. ITIL in Stealth Mode has merits8. “An ounce of performance is worth pounds of promises” – Mae West9. Quit Theorizing and Start Implementing!!!

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