2 - DISN Processes_v3 Read-Only .pdf
PDF 2 MB Posted
- Attached to
- Cancel Presolicitation HC1028-10-R-2001
- Solicitation number
- HC1028-10-R-2001
- Issued by
-
Defense Information Systems Agency
About this file
Briefing 2 DISN Processes
View the file
Other files
Show 40 more
Latest 50 of 58 listed here. See the rest on GovTribe.
On GovTribe
Work with this file
- Download the original file
- Contacts named in this file
- Similar government files
- Ask GovTribe AI about this file
Text version
Drew Jaehnig
Chief, IT Service Management Office 28 June 2010
GSM PreGSM Pre--SolicitationSolicitation
22UnclassifiedUnclassifiedUnclassifiedUnclassified
DISADISA’’ss Approach to ITSMApproach to ITSM
• Focus is on Process Improvement, Transparency and Standardization
• Overarching framework is ITIL v.3
– Defines language and overarching approach
• Takes the best of;
– COBIT (Control Objectives for Information and related Technology)
– eTOM (Enhances Telecommunications Operations Map)
• Will use ISO 20000
– For certification and ratification of our processes
• Uses Lean Six Sigma
– For gap Analysis
– Continual Service Improvement
– Quality Assessment
• Scorecarding
– Alignment of activities to Strategy, Mission and Objectives
• Alignment with DoD ITIL and MILDEP efforts
33UnclassifiedUnclassifiedUnclassifiedUnclassified
WhereWhere’’s the focus?s the focus?
• Faster delivery of service with higher quality at lower costs.
• Standardized service offerings
• Centralization of POCs for requesting services
• Changes to the way you work within DISA
– Some terminology changes
– Comprehensive work flow.
– Data standardization so we can expose and exchange data about our services
• Transparency of DISA Services to the customer
• Speed new capability to the battlefield
• Accountability for performance of processes
44UnclassifiedUnclassifiedUnclassifiedUnclassified
WhatWhat’’s that mean for the s that mean for the Contractor?Contractor?
• DISA will be looking to leverage process improvements through contract awards
– Contractors will be asked to make improvements
– Contractors will be asked to establish new processes
– Contractor performance will be tightly regulated
– In effect DISA will achieve ITSM through contract awards in part
– Will be asked to assist in making the GFE system of record high performance
• Whole sale process contracted out will demand higher performance at lower cost
• Will compete non-standard change work
• Will change the supply model
55UnclassifiedUnclassifiedUnclassifiedUnclassified
ITIL V.3ITIL V.3
Service DesignService DesignService DesignService Design
• Service Portfolio DesignService Portfolio DesignService Portfolio DesignService Portfolio Design
• Service Catalog ManagementService Catalog ManagementService Catalog ManagementService Catalog Management
• Service Level ManagementService Level ManagementService Level ManagementService Level Management
• Supplier ManagementSupplier ManagementSupplier ManagementSupplier Management
• Capacity ManagementCapacity ManagementCapacity ManagementCapacity Management
• Availability and Service ContinuityAvailability and Service ContinuityAvailability and Service ContinuityAvailability and Service Continuity
• Information Security ManagementInformation Security ManagementInformation Security ManagementInformation Security Management
Service TransitionService TransitionService TransitionService Transition
• Change Management
• Service Asset Management
• Configuration Management
• Knowledge Management
• Service Release Management
• Deployment, Decommission &
Transfer
Service StrategiesService StrategiesService StrategiesService Strategies
• Service Portfolio
• Service Economics
• IT Financial Management
• IT Demand Management
• Service Strategies for outsourcing, insourcing and co-sourcing
Service OperationsService OperationsService OperationsService Operations
• Service Request Management
• Event Management
• Incident Management
• Problem Management
• Access Management
66UnclassifiedUnclassifiedUnclassifiedUnclassified
DISN ITIL WorkflowDISN ITIL Workflow
Incident Mgt.Incident Mgt.Incident Mgt.Incident Mgt. Problem Mgt.Problem Mgt.Problem Mgt.Problem Mgt.
Change Mgt.Change Mgt.Change Mgt.Change Mgt.
Release Mgt.Release Mgt.Release Mgt.Release Mgt.
Deployment Mgt.Deployment Mgt.Deployment Mgt.Deployment Mgt.
Capacity Mgt.Capacity Mgt.Capacity Mgt.Capacity Mgt.
Availability Mgt.Availability Mgt.Availability Mgt.Availability Mgt.
Continuity Mgt.Continuity Mgt.Continuity Mgt.Continuity Mgt.
Security Mgt.Security Mgt.Security Mgt.Security Mgt.
Service StrategyService StrategyService StrategyService Strategy
Service Catalog Mgt.Service Catalog Mgt.Service Catalog Mgt.Service Catalog Mgt.
Service ValidationService ValidationService ValidationService Validation
Transition Planning &Transition Planning &Transition Planning &Transition Planning &
Support Mgt.Support Mgt.Support Mgt.Support Mgt.
Service Service Service Service LvlLvlLvlLvl Mgt.Mgt.Mgt.Mgt.
Configuration & Asset Management / Knowledge Management / Work FConfiguration & Asset Management / Knowledge Management / Work FConfiguration & Asset Management / Knowledge Management / Work FConfiguration & Asset Management / Knowledge Management / Work Flowlowlowlow
Event Mgt.Event Mgt.Event Mgt.Event Mgt.
Request Request Request Request
FulfillmentFulfillmentFulfillmentFulfillment
Order EntryOrder EntryOrder EntryOrder Entry
Menu SelectMenu SelectMenu SelectMenu Select
Monitoring & ControlMonitoring & ControlMonitoring & ControlMonitoring & Control
Service DeskService DeskService DeskService Desk
TNOSCsTNOSCsTNOSCsTNOSCs
GNSCGNSCGNSCGNSC
GNCGNCGNCGNC
NSNSNSNS
GISMCGISMCGISMCGISMC
Etc.Etc.Etc.Etc.
IncidentsIncidentsIncidentsIncidents Known ErrorsKnown ErrorsKnown ErrorsKnown Errors
RFCRFCRFCRFC’’’’ssss
TSRTSRTSRTSR’’’’ssss/RFS/RFS/RFS/RFS
Standard ChangesStandard ChangesStandard ChangesStandard Changes
NonNonNonNon----Standard Changes (RFC)Standard Changes (RFC)Standard Changes (RFC)Standard Changes (RFC)
Visibility of allVisibility of allVisibility of allVisibility of all
Technical DesignTechnical DesignTechnical DesignTechnical Design
RFCsRFCsRFCsRFCs
PSPsPSPsPSPsPSPs
OLAsOLAsOLAsOLAs & & & & SLAsSLAsSLAsSLAs
Service CatalogService CatalogService CatalogService Catalog
Service Service Service Service Strategy(iesStrategy(iesStrategy(iesStrategy(ies))))
Yellow contracted functions/blue government functionsYellow contracted functions/blue government functionsYellow contracted functions/blue government functionsYellow contracted functions/blue government functions
77UnclassifiedUnclassifiedUnclassifiedUnclassified
Service Catalog Service Catalog
RelationshipRelationship
Customer Customer Customer Customer
SLA SLA SLA SLA
Business
Process
Business
Process
Business
Process
Service A Service B Service C Service D
Support
Services Hardware
Soft ware Apps
Data
Services
Clients
IT Services
Business Service Catalog
Technical Service Catalog
OLA’s and UC’s
Standard Service Standard Service Standard Service Standard Service
OfferingsOfferingsOfferingsOfferings
Standard Means of Standard Means of Standard Means of Standard Means of
DeliveryDeliveryDeliveryDelivery
88UnclassifiedUnclassifiedUnclassifiedUnclassified
Incident Mgt.Incident Mgt.Incident Mgt.Incident Mgt. Problem Mgt.Problem Mgt.Problem Mgt.Problem Mgt.
Change Mgt.Change Mgt.Change Mgt.Change Mgt.
Release Mgt.Release Mgt.Release Mgt.Release Mgt.
Deployment Mgt.Deployment Mgt.Deployment Mgt.Deployment Mgt.
Capacity Mgt.Capacity Mgt.Capacity Mgt.Capacity Mgt.
Availability Mgt.Availability Mgt.Availability Mgt.Availability Mgt.
Continuity Mgt.Continuity Mgt.Continuity Mgt.Continuity Mgt.
Security Mgt.Security Mgt.Security Mgt.Security Mgt.
Service StrategyService StrategyService StrategyService Strategy
Service Catalog Mgt.Service Catalog Mgt.Service Catalog Mgt.Service Catalog Mgt.
Service ValidationService ValidationService ValidationService Validation
Transition Planning &Transition Planning &Transition Planning &Transition Planning &
Support Mgt.Support Mgt.Support Mgt.Support Mgt.
Service Service Service Service LvlLvlLvlLvl Mgt.Mgt.Mgt.Mgt.
Configuration & Asset Management / Knowledge Management / Work FConfiguration & Asset Management / Knowledge Management / Work FConfiguration & Asset Management / Knowledge Management / Work FConfiguration & Asset Management / Knowledge Management / Work Flowlowlowlow
Event Mgt.Event Mgt.Event Mgt.Event Mgt.
Request Request Request Request
FulfillmentFulfillmentFulfillmentFulfillment
Order EntryOrder EntryOrder EntryOrder Entry
Menu SelectMenu SelectMenu SelectMenu Select
Monitoring & ControlMonitoring & ControlMonitoring & ControlMonitoring & Control
Service DeskService DeskService DeskService Desk
TNOSCsTNOSCsTNOSCsTNOSCs
GNSCGNSCGNSCGNSC
GNCGNCGNCGNC
NSNSNSNS
GISMCGISMCGISMCGISMC
Etc.Etc.Etc.Etc.
IncidentsIncidentsIncidentsIncidents Known ErrorsKnown ErrorsKnown ErrorsKnown Errors
RFCRFCRFCRFC’’’’ssss
TSRTSRTSRTSR’’’’ssss/RFS/RFS/RFS/RFS
Standard ChangesStandard ChangesStandard ChangesStandard Changes
NonNonNonNon----Standard Changes (RFC)Standard Changes (RFC)Standard Changes (RFC)Standard Changes (RFC)
Visibility of allVisibility of allVisibility of allVisibility of all
Technical DesignTechnical DesignTechnical DesignTechnical Design
RFCsRFCsRFCsRFCs
PSPsPSPsPSPsPSPs
OLAsOLAsOLAsOLAs & & & & SLAsSLAsSLAsSLAs
Service CatalogService CatalogService CatalogService Catalog yellow contracted functions/blue government functionsyellow contracted functions/blue government functionsyellow contracted functions/blue government functionsyellow contracted functions/blue government functions
99UnclassifiedUnclassifiedUnclassifiedUnclassified
Request Fulfillment (RF) High Level FlowRequest Fulfillment (RF) High Level Flow
(Example of cross reference to
“To Be” process activity diagram)
• Customer data, all hand-offs and touch points can be measured
• OLAs with other processes
Example of cross reference to scroll
1010UnclassifiedUnclassifiedUnclassifiedUnclassified
Incident Mgt.Incident Mgt.Incident Mgt.Incident Mgt. Problem Mgt.Problem Mgt.Problem Mgt.Problem Mgt.
Change Mgt.Change Mgt.Change Mgt.Change Mgt.
Release Mgt.Release Mgt.Release Mgt.Release Mgt.
Deployment Mgt.Deployment Mgt.Deployment Mgt.Deployment Mgt.
Capacity Mgt.Capacity Mgt.Capacity Mgt.Capacity Mgt.
Availability Mgt.Availability Mgt.Availability Mgt.Availability Mgt.
Continuity Mgt.Continuity Mgt.Continuity Mgt.Continuity Mgt.
Security Mgt.Security Mgt.Security Mgt.Security Mgt.
Service StrategyService StrategyService StrategyService Strategy
Service Catalog Mgt.Service Catalog Mgt.Service Catalog Mgt.Service Catalog Mgt.
Service ValidationService ValidationService ValidationService Validation
Transition Planning &Transition Planning &Transition Planning &Transition Planning &
Support Mgt.Support Mgt.Support Mgt.Support Mgt.
Service Service Service Service LvlLvlLvlLvl Mgt.Mgt.Mgt.Mgt.
Configuration & Asset Management / Knowledge Management / Work FConfiguration & Asset Management / Knowledge Management / Work FConfiguration & Asset Management / Knowledge Management / Work FConfiguration & Asset Management / Knowledge Management / Work Flowlowlowlow
Event Mgt.Event Mgt.Event Mgt.Event Mgt.
Request Request Request Request
FulfillmentFulfillmentFulfillmentFulfillment
Order EntryOrder EntryOrder EntryOrder Entry
Menu SelectMenu SelectMenu SelectMenu Select
Monitoring & ControlMonitoring & ControlMonitoring & ControlMonitoring & Control
Service DeskService DeskService DeskService Desk
TNOSCsTNOSCsTNOSCsTNOSCs
GNSCGNSCGNSCGNSC
GNCGNCGNCGNC
NSNSNSNS
GISMCGISMCGISMCGISMC
Etc.Etc.Etc.Etc.
IncidentsIncidentsIncidentsIncidents Known ErrorsKnown ErrorsKnown ErrorsKnown Errors
RFCRFCRFCRFC’’’’ssss
TSRTSRTSRTSR’’’’ssss/RFS/RFS/RFS/RFS
Standard ChangesStandard ChangesStandard ChangesStandard Changes
NonNonNonNon----Standard Changes (RFC)Standard Changes (RFC)Standard Changes (RFC)Standard Changes (RFC)
Visibility of allVisibility of allVisibility of allVisibility of all
Technical DesignTechnical DesignTechnical DesignTechnical Design
RFCsRFCsRFCsRFCs
PSPsPSPsPSPsPSPs
OLAsOLAsOLAsOLAs & & & & SLAsSLAsSLAsSLAs
Service CatalogService CatalogService CatalogService Catalog
Yellow contracted functions/blue government functionsYellow contracted functions/blue government functionsYellow contracted functions/blue government functionsYellow contracted functions/blue government functions
1111UnclassifiedUnclassifiedUnclassifiedUnclassified
A Literal PictureA Literal Picture
1212UnclassifiedUnclassifiedUnclassifiedUnclassified
Take a Structured and Holistic Take a Structured and Holistic ApproachApproach to Process Refinementto Process Refinement
Structure Program What is the Governance Structure?
What pain points are addressed?
Measurement and Governance How will you know when you achieve the desired maturity?
How will you market and communicate the program value and progress?
Task-Level Process Detail
Information
Requirements
Automation
Detail = Reference Material
= Detail Design
= Implementation
Adopt Process Taxonomy
Common and consistent language!
Better alignment of expectations!
Adopt Process Reference Architecture
Define a conceptual, integrated target state!
Clean-sheet design concept!
Develop Process Baseline(s) How do the current processes perform?
Identify key gaps against best practice!
Develop Transition Approach and Plan
How should the target state be implemented?
Knowledge transfer and training!
Build Technical Integration Framework
What standards and protocols should be used?
How should new automation be assimilated?
Implement and Manage Implement the target state!
Operate and manage new processes!
Build Process Logical Architectures Define the target state detail for each process!
*Source Gartner Consulting
1313UnclassifiedUnclassifiedUnclassifiedUnclassified
Target, Baseline, Gap
Analysis
Process
Deconstruction, Requirements
& Planning
Implementation
Move into
Operation, Monitoring and
CSI
Spiral One
Spiral Two
Spiral Three
Phase I
Phase II
Phase III Phase IV
Phase V
Individual Process Development
* Phase definitions in
Backup slides
Spirals are a defined by a target that is established using desired maturity level, scope across
DISA, available resources, toolset capabilities, etc.
1414UnclassifiedUnclassifiedUnclassifiedUnclassified
2010 Process Ownership
TBDNS10-Aug-10Release and Deployment Mgmt14
TBDNS3-Aug-10Request Fulfillment13
CIOCIO13-Jul-10Service Measurement & Reporting12
TBDNS13-Jul-10Transition Planning & Support11
GOGO28-Jun-10Problem Mgmt10
GOGO28-Jun-10Incident Mgmt9
CIOCIO6-Jul-10Information Security Mgmt8
CIOCIO6-Jul-10Knowledge Mgmt7
CFECFE24-May-10Financial Mgmt6
TBDCSD27 Apr-10Service Level Mgmt5
TBDCSD18-May-10Change Mgmt 4
TBDTBD08 Jun-10Service Asset & Configuration Mgmt3
TBDCSD27-Apr-10Service Catalog Mgmt2
TBDCOS20-Apr-10IT Governance1
End- StateInitial Start DateProcess Name2010
Prioritized by Campaign Plan dependencies
1515UnclassifiedUnclassifiedUnclassifiedUnclassified
2011 Process Ownership
TBDTBD15-Jul-11Continual Service Improvement13
TBDTBD30-Jul-11Customer Relationship Management14
TBDTBD30-Jun-11Project Management12
TBDTBD15-Jun-11Test and Validation Management11
TBDTBD30-May-11Technical Mgmt10
TBDTBD15-May-11Demand Management9
TBDTBD30-Apr-11IT Service Continuity Mgmt8
TBDTBD15-Apr-11Event Mgmt7
TBDTBD30-Mar-11Service Desk6
TBDTBD15-Mar-11Evaluation Mgmt5
TBDTBD28-Feb-11Capacity Mgmt4
TBDTBD15-Feb-11Availability Mgmt3
TBDTBD30-Jan-11Service Portfolio Mgmt2
TBDTBD15-Jan-11Supplier Mgmt1
End- StateInitial Start DateProcess Name2011
Prioritized by Campaign Plan dependencies
1616UnclassifiedUnclassifiedUnclassifiedUnclassified
QuestionsQuestions www.disa.mil
File details come from the government source that posted it. Updated .