1. Drew Jaehnig, Chief, Services Delivery Division, DISA Amy Speth, Executive Director, IT Service Management, Femme Comp, Inc. IT Service Management in DISA HDI Government Conference June 17, 2009
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10. Shift to Value Shift the focus to the value of IT services provided Less More Technology Focus Process and Value Focus "Fire-Fighting“ MO Preventative MO Reactive Support Proactive Support End Users Customers Who Derive Value Fragmented Effort Centrally Managed Effort Isolated Activities, Silos Integrated Activities, Enterprise-Wide "One Off", Ad Hoc Processes Repeatable, Accountable Processes “ Evolved” Processes of Multiple Adaptations Formal and Structured Best Practices IT Internal Perspective External Facing Perspective IT Operational Performance Focus Service Level Performance Focus
11. IT Service Management Office Process Owner Process Owner Process Owner Principle ITSMO Director DISA IT Service Manager CSD IT Service Manager NS IT Service Manager GO IT Service Manager Other Service Managers
13. ITSM Governance DISA CAB EIGB Director (s) / Commander (s) Board of Directors Process Owner (s) Process Manager (s) Chaired by ITSMO Director Policies Processes CCBs Chaired by Change Management Chaired by Functional Managers Command Relationship Functional Process Relationship
17. 5-Phased Approach Key Milestone Tracking Y Overall Indicator Previous Current B B B B Y G B Y B B B B Y G B R B G Y G G G G G Y G G G G G R G G G G G Y G G G G R R B B G G R R B Y Activity Dates Previous/New Previous Current Phase I Designate Process Owner Mar 1 09/TBD Conduct kickoff with Core Team Mar 20 09 Assess current & desired maturity levels Jun 23 08 Publish Process Charter May 29 09 / Jun 24 09 Gather Existing As-Is Documentation Apr 10 09 Baseline As-Is Process & Gap Analysis May 11 09 Phase II Publish Policy and Process Strategy Apr 24 09 Publish Workflow Diagrams and process inter-dependencies Jun 19 09 Map Functional Roles to Current Organization Jul 31 09 Publish RACI Matrix Apr 10 09 Select critical key performance indicators Jun 9 09 / TBD Publish phased implementation plan toward desired state Apr 13 09 Schedule regular IPRs Mar 10 09/TBD Activity Dates Previous/New Previous Current Phase III Complete phased data measurement plan Jun 30 09 Publish communications plan Jun 4 09 / TBD Business Case Analysis Jul 20 09 Publish Process Documentation Jun 26 09 Present Organizational recommendations Jun 26 09 Phase IV Complete training in functional roles Sep 12 09 Initiate performance reporting Jul 20 09 Implement Toolset Support Jun 19 09 Implement Process for Handling RFCs Jul 11 09 Phase V Publish Procedures Jul 11 09 Approve CSI initiatives Jun 29 09 Initiate Auditing & Compliance inspections Dec 1 09 On Schedule Missed Original Date R G At Risk of Delay Y Completed B
32. Roles & Responsibility Matrix Example: Change Management Legend: Responsible - do work to achieve an outcome from the process (one or more parties) Accountable - ultimately accountable for the completion of the outcome (one party per outcome) Consulted - opinions are sought throughout or at particular points in the process Informed - kept up-to-date on progress and outcomes Project Baseline Change Procedure Change Process Owner Change Process Manager Program Manager Project Manager Service Manager IT Mgmt Enter RFC into tracking system I A R C Verify Basic Information is present A R C I Review Impact Analysis A R C I C Review Test Plan/Results A R C I C Review Resource Requirements A R C I C Review Risk Analysis A R C I C Review Backout/remediation Plan A R C I Determine if Change is accepted or rejected A/R I
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35. Methods & Procedures Tracking Example: Service Operation Menu Selection mm/dd/yy Closure mm/dd/yy Fulfillment mm/dd/yy Other Approvals mm/dd/yy Financial Approvals mm/dd/yy Request Fulfillment Process Owner: NS6 M&Ps:mm/dd/yy Access Management Request Access mm/dd/yy Verification mm/dd/yy Providing Rights mm/dd/yy Identify Status mm/dd/yy Logging & Tracing mm/dd/yy Removing/ Restricting mm/dd/yy Process Owner: NSC M&Ps:mm/dd/yy Standardization xxx xxxxx xx/xx/x Activity not Standardized xxx xxxxx xx/xx/x Activity Standardized M & Ps All M&Ps not Documented All M&Ps Documented Incident Management Identification mm/dd/yy Log/record mm/dd/yy Categorize mm/dd/yy Priortize mm/dd/yy Initial Diagnosis mm/dd/yy Escalate mm/dd/yy Investigate & Diagnose mm/dd/yy Resolution & Recovery mm/dd/yy Closure mm/dd/yy Process Owner: GO M&Ps:mm/dd/yy Event Management Occurrences mm/dd/yy Notification mm/dd/yy Detection mm/dd/yy Filtering mm/dd/yy Significance categorize mm/dd/yy Correlation mm/dd/yy Triggers mm/dd/yy Response Selection mm/dd/yy Review Actions mm/dd/yy Process Owner: GO M&Ps:mm/dd/yy Closure mm/dd/yy Problem Management Identify mm/dd/yy Log/record mm/dd/yy Categorize mm/dd/yy Prioritize mm/dd/yy Investigation & Diagnosis mm/dd/yy Decide on Workarounds mm/dd/yy Identification Of Known Errors mm/dd/yy Resolution mm/dd/yy Closure mm/dd/yy Process Owner: GO M&Ps:mm/dd/yy Review mm/dd/yy Correction Of Errors Found mm/dd/yy
36. Methods & Procedures Example: Request Fulfillment 1 of 2 Activities M&P Title Suspense Menu Selection Select Service / Enter Purpose May 30 09 Menu Selection Get Existing Circuit Info May 30 09 Menu Selection Enter Order/Request Info May 30 09 Menu Selection Enter Requester Status and Ordering Authority June 8 09 Menu Selection Enter Top-level Order Requirements June 15 09 Menu Selection Enter Required Authorizations and POCs June 15 09 Financial Approval Obtain Financial Approval June 30 09 Other Approvals Determine/Obtain Other Approvals June 30 09 Fulfillment Perform Pre-Fulfillment Request Quality Check June 11 09 Fulfillment Review and validate Request/Order June 11 09 Fulfillment Validate Request June 18 09 Fulfillment Coordinate with Requester June 4 09 Fulfillment Determine DISN and/or Non-Network Transport June 4 09 Fulfillment Determine Supportability and Transport Requirement June 4 09
37. Methods & Procedures Example: Request Fulfillment 2 of 2 Activities M&P Title Suspense Fulfillment Fulfill IP Service Requirements June 30 09 Fulfillment Fulfill Optical Service Requirements June 30 09 Fulfillment Fulfill Promina Requirements June 30 09 Fulfillment Fulfill ATM Requirements June 30 09 Fulfillment Update, Finalize Engineering and Finalize Request/Order June 11 09 Fulfillment Execute DITCO Actions June 30 09 Fulfillment Coordinate CLASSIFIED / COMSEC Requirements June 4 09 Fulfillment Oversee Fulfillment Completion June 15 09 Fulfillment Oversee Installation June 15 09 Fulfillment Follow-up to RFU June 15 09 Closure Close Service Request May 30 09 Closure Close Request/Order May 30 09
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40. Process Metrics Plan Example: Request Fulfillment No. KPI Metric Categories 1a Number of Request Fulfilled by service type By Service Type (NIPRNet, SIPRNet, DSN, etc…) Customer, Service 1b Number of Request in Queue or in process by service type By Service Type (NIPRNet, SIPRNet, DSN, etc…) Customer, Service 1c Number of Requests Fulfilled completed within 30 days of ordered service date By Service Type (NIPRNet, SIPRNet, DSN, etc…) Customer, Service 2a Actual Delivery Times By Service Type NIPRNET, DVS, etc. 2b v. Customer Requested Time NIPRNET, DVS, etc. 2c v. Published Lead Time NIPRNET, DVS, etc. 3a Processing Time in Phase By Phase (process Step), Average and worst Customer, Theater, Service 4a Service Delivery Success Rate (SDSR) By Range of Days Overdue NIPRNET, DVS, etc. AF, Navy, Army, etc. 4b Relative to phase threshold NIPRNET, DVS, etc. AF, Navy, Army, etc. 4c By Theatre of Operation CONUS, EUR, PAC 4d By Service NIPRNET, DVS, etc. 4e By Customer Group AF, Navy, Army, etc. 4f Relative to Customer Requested Time NIPRNET, DVS, etc. AF, Navy, Army, etc. 4g Relative to Published Lead Time NIPRNET, DVS, etc. AF, Navy, Army, etc. 5a Circuit Delays Reasons By Service NIPRNET, DVS, etc. 5b By Issue Certification & Accreditation 5c By Organization Customer, Vendor, DISA, B/P/C/S 6a Cost of Delays Aggregate by service 7a Number of Crypto Units for SIPRNET By Customer with Requirement AF, Army, Navy, etc.
47. Challenge: Currently Manual Data Flows Limited validation for manually entered data Request Order Engineer Contract Install Operate Bill DDOE DITCO WWOLS CM Tool EMS/NMS CFE Processes Tools CM Tools WWOLS Data Flow is manually managed with opportunities for errors between work groups CM tools aligned by technology; no end-to-end ckt layout Missing B/P/C/S inventory data complicates last ½ mile engr/implement Email, Vmail, phone/conference calls
48. Toolset Goal: System Transition to Enable Rapid Agile Provisioning RAP is a fully integrated and automated service delivery capability from initial service requests through fulfillment and provides continuous status updates.
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52. PROCEDURES Based on positioning 310-130 at this level (Process Managers & Workers) WORK INSTRUCTIONS / DETAILS Tool-specific content Extracted from 310-130 (Workers and Vendor Documentation) Challenge: Excessive lead times for approvals to update documentation PROCESS Based on ITIL V3 with customized appendices (Process Owners & Process Managers) POLICY Based on ISO 20000 and CobiT with customized appendices (Executives and Process Owners) Future Today DoD Directives DISA Circulars DoD Instructions CJCSIs DISA Instructions MOAs DISA EUR Inst DISA PAC Inst DISA CONUS Inst DFAR
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56. Accomplishment: Establish Formal Change Management for Processes Approved Request For Change (RFC) items that support Request Fulfillment functions. RFC 0012 Eliminate Unfunded Requirements RFC 01000 TSR – TSO Wrap Around RFC 00016 Modify TSR Item 416 Mandatory RFC 00005 Frame Relay Services RFC 00004 ATM Services RFC 00002 310-130-1 DISA Circular Update RFC 00009 Common Language Business Case
Step 2 – Create vision for cross directorate implementation Identify Executive sponsor Communicate cross directorate authority Identify Process governance team (EIGB) Has cross directorate membership Establishes Policies Identify process steering committee Group to determine way ahead for overall process implementations Knowledgeable about legal & regulatory aspects of change Identify strategy for implementation going forward Identify which processes will go in initially Build on process dependencies to move forward
Finally, identify the people, systems, or upstream processes that supply the inputs. Take special note of any upstream process, do the inputs of this process match the outputs of the upstream process? List the suppliers on the diagram.
What Needs to be Accomplished to Achieve Success? Central CMDB Integrated Order Entry, Order Management, and CMDB solution Bi-directional Cross-Domain Solution Common Request Fulfillment workflow across all theaters of operation Measurable service delivery processes with end-end accountability and change control Data standards compatible with commercial industry From left to right, this slide illustrates the transition phases of the DISN Request Fulfillment System. Initially, there is an array of silo configuration databases and element management applications that do not share information. In addition, there is no real-time data integration between any of these legacy tools, resulting in complex operations, high sustainment costs, and ultimately poor delivery of services. Starting in FY06, investment resources were used to start the consolidation of CM databases through the acquisition and deployment of the IP Change and Configuration Management (IP CCM) tool, ArcSight NCP, that will provide a single CMDB for all IP managed devices.
Process and Procedures are intermingled with Policy and require 9-12 months to staff changes