wrenches in the trenches: a practical application of itsm know-how
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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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