Wrenches in the Trenches: A Practical Application of ITSM Know-How
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DISA is consolidating 22 service desks into a single Global Service Desk using a Service Support Environment with a unified ticketing, request management, and knowledge system. This will provide a single point of entry for support to warfighters and partners. DISA is taking a metrics-based approach to service management to improve processes. Lessons from establishing the Global Service Desk include gaining full control over change, focusing on quick wins, owning communications, modifying processes for tool capabilities, and prioritizing implementation over theorizing.
Wrenches in the Trenches: A Practical Application of ITSM Know-How
- 1. Unclassified – Cleared for Public Release 1 UNCLASSIFIED – Cleared for Public Release UNITED IN SERVICE TO OUR NATION Wrenches in Trenches: A Practical Application of ITSM Know-How Mr. Drew Jaehnig Chief, DISA IT Service Management Office 3 May 2016
- 2. Unclassified – Cleared for Public Release 2 UNCLASSIFIED – Cleared for Public Release UNITED IN SERVICE TO OUR NATION Presentation Disclaimer "The information provided in this briefing is for general information purposes only. It does not constitute a commitment on behalf of the United States Government to provide any of the capabilities, systems or equipment presented and in no way obligates the United States Government to enter into any future agreements with regard to the same. The information presented may not be disseminated without the express consent of the United States Government. This brief may also contain references to Unite States Government future plans and projected system capabilities. Mention of these plans or capabilities in no way guarantees that the U.S. Government will follow these plans or that any of the associated system capabilities will be available or releasable to foreign governments."
- 3. Unclassified – Cleared for Public Release 3UNITED IN SERVICE TO OUR NATION UNCLASSIFIED – Cleared for Public Release 17,000 Circuits 180M Malicious Events Blocked/Month 813,000 Collaboration Users 500M Meeting Minutes870 User Applications 18 Switches 93 Session Controllers 38 Petabytes of DECC Storage Functional Apps Big Data ISR Video 129,000 SharePoint & iNavy Users Single Source for 4.5M DoD Identities 80,000+ Mobility Users Unclass to TS Capability 1,600,000 Email Users DISA’s Global Presence 27 Field Elements Connecting 3,800 Sites 100+ Deployed
- 4. Unclassified – Cleared for Public Release 4UNITED IN SERVICE TO OUR NATION UNCLASSIFIED – Cleared for Public Release 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 Desk Engineering SS/Mix SD ST SO Configuration and Knowledge Management DISA’s Starting Point
- 5. Unclassified – Cleared for Public Release 5 UNCLASSIFIED – Cleared for Public Release UNITED IN SERVICE TO OUR NATION 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.
- 6. Unclassified – Cleared for Public Release 6 UNCLASSIFIED – Cleared for Public Release UNITED IN SERVICE TO OUR NATION Service Support Environment
- 7. Unclassified – Cleared for Public Release 7 UNCLASSIFIED – Cleared for Public Release UNITED IN SERVICE TO OUR NATION Canary in a Coalmine
- 8. Unclassified – Cleared for Public Release 8 UNCLASSIFIED – Cleared for Public Release UNITED IN SERVICE TO OUR NATION Metrics Based Approach to Service Management Objectives
- 9. Unclassified – Cleared for Public Release 9 UNCLASSIFIED – Cleared for Public Release UNITED IN SERVICE TO OUR NATION GSD Progress and History
- 10. Unclassified – Cleared for Public Release 10 UNCLASSIFIED – Cleared for Public Release UNITED IN SERVICE TO OUR NATION Strategy Governance Resourcing Architecture Org Structure Process & Technology Design Pilot 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 Testing People, Processes & Technology Deploy in Stages; By Community, Managing Customer Expectations, Measure Each Transition Full Benchmark Manage to Improve & Lower Costs
- 11. Unclassified – Cleared for Public Release 11 UNCLASSIFIED – Cleared for Public Release UNITED IN SERVICE TO OUR NATION Lessons From the Trenches 1. Ensure you have full control to implement change 2. 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 passion 4. Assume no one communicates – take charge of all communications 5. Sometimes it’s a waste of resources to conduct detailed As-Is baselines – maintain razor-sharp focus on the target 6. It’s sometimes less painful to modify processes to accommodate out-of-the-box toolset capabilities 7. ITIL Training is not for everyone. Leave Process design and terminology to the experts. ITIL in Stealth Mode has merits 8. “An ounce of performance is worth pounds of promises” – Mae West 9. Quit Theorizing and Start Implementing!!!
- 12. Unclassified – Cleared for Public Release 12 UNITED IN SERVICE TO OUR NATION