DoD IT Service Management Initiatives Implications and Opportunities for Industry

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1 AFCEA JIE Mission Partner Symposium Success with JIE Industry Contracts in DoD DoD IT Service Management Initiatives Implications and Opportunities for Industry Bill Powell Cross Program ITSM and Governance Support Booz Allen Hamilton 5/15/2014 Joint Information Environment 1

2 Discussion Topics Why ITSM is vital to JIE & enterprise services Industry application of ITSM Where the DoD is now and what it is doing to improve ITSM capabilities Preparing for JIE IT Service Management 5/15/2014 AFCEA JIE Mission Partner Symposium 2

3 JIE and ITSM Standardizing and sharing the infrastructure and IT services also requires standardizing how they are managed. The Enterprise Services rollout highlighted the need enterprise ITSM standards. JIE requires enforceable DoD standards, specifications, common tactics, techniques, and procedures (TTPs) for enterprise IT services. ITSM was developed by industry service providers, the UK government (OGC), ISO, ISACA, CMU and others to define good practices for managing the cost, quality and risk of IT services. Individual contractors apply ITSM to control their service cost, quality and risk Industry Example: Globally Integrated Enterprise The DoD is applying ITSM to end to end cross supplier enterprise IT service operations to improve standardization, integration, security, agility and operational efficiency. ITSM is a critical enabler for DoD efficiency efforts while simultaneously improving efficiencies, effectiveness, and interoperability across the Department DoD CIO Memo 15 May /15/2014 AFCEA JIE Mission Partner Symposium 3

4 What you already know How to manage the IT services you provide. ITIL is the lingua franca and ITIL shows up in DoD RFPs. ITIL can not be objectively measured or assessed. When their ITIL meets my ITIL, it doesn t integrate. Mine is better. Everyone is certified. There are no DoD standards to support cross supplier / end to end measurement of IT service quality or service management capability. All components have ITSM projects: capability development projects, service delivery and service functions. Islands of fragmented efforts are not operationally efficient at the enterprise level because they are not standardized and interoperable. Segmented / multisourced service environments without a defined service integrator (prime) function is high risk. Cost/Price impacted. 5/15/2014 AFCEA JIE Mission Partner Symposium 4

5 DoD ITSM Actions & Implications JIE Management Charter Shared IT Infrastructure, Enterpriser Services Improved efficiency managed with enforceable standards. DoD ITSM Policy Measure IT Service Quality IT Service Management Capability DoD ITSM Memo DoD CIO, DISA and Components developing the DoD ITSM policy and framework. Long Term RFP Implications ITSM Process Standardization and Integration Service Differentiation and Specialization DoD Enterprise Service Management Framework Framework to Support Objective Measurement Service Description Standards Service Quality Measurement ITSM Process Reference Model ITSM Process Capability Assessment Model Other Guidance 5/15/2014 AFCEA JIE Mission Partner Symposium 5

6 Short Term Implications Follow progress of the DESMF and DoD ITSM Policy. Attend the 1:30 Session today: IT Service Management in the JIE and the DoD Enterprise Service Management Framework (DESMF). Map your processes to the DESMF and influence its development. Framework leverages input from many sources: ITIL, ISO, COBIT, CMMI, SOX, DoD 5000, 8000, LSS, BEA, other frameworks and your experience and your recommendations for managing DoD shared and enterprise services. Publish and provide white papers, position papers on subjects of interest to contribute and influence DoD ITSM efforts. Start your conformance planning early to reduce any possible costs associated with change. 5/15/2014 AFCEA JIE Mission Partner Symposium 6

7 Govt JIE ITSM Success Readiness ITSM Policies, Directives, Instructions: Published or in process Process Framework: The foundation is in place and further improvement is in development. There is a need for a clear requirements document and longer term development plan to meet requirements for enterprise measurability. ITSM Competency and Capability Planning Required DOTMLPF needed for the govt role in ITSM Governance / Service Integration / ITSM Oversight The multisourced service environment means the govt is the integrator responsible for end to end, cross supplier IT service monitoring, reporting and management capabilities. The govt is accountable for governance / oversight / evaluate, direct and monitor the service management performed by contractors to ensure end to end, cross supplier service quality and service management capability meets mission and business enterprise requirements. Competitive tensions impact services with cross supplier dependencies. ITSM Governance is an inherently government responsibility: policy/process decisions, accepting risk, allocation of resources and directing contractors. Contractors can support, but govt must lead. Govt needs to specify requirements: including where and how in each process SA/C2, GDA, MOU, MOA, Cross Supplier Agreements, Cross Supplier Procedures and ACAs have are required. 5/15/2014 AFCEA JIE Mission Partner Symposium 7

8 DoD Business Enterprise (B)EA Mission 1. Air 2. Sea 3. Land 4. Cyberspace 1. Procure to Pay 2. Acquire to Retire 3. Hire to Retire 4. Order to Cash 5. Budget to Report 6. Cost Management 7. Deployment to Redeploy 8. Concept to Product 9. Environmental Liabilities 10. Service Request to Resolution 11. Plan to Stock 12. Market to Prospect 13. Prospect to Order 14. Service to Satisfaction 15. Proposal to Reward 16. Manage IT Services IaaS PaaS SaaS IT Services Cyber is a Domain, E2E Process and enabler of all other capabilities The quality of IT services impacts the cost, quality, performance, outcomes and risk in all other enterprise capabilities. There are significant implications to addressing ITSM as a BEA E2E capability (DOTMLPF) 5/15/2014 AFCEA JIE Mission Partner Symposium 8

9 Conclusion Military operates military capabilities but contractors operate the IT services and systems. Achieving DoD Joint Information Environment objectives will involve contractor activity related not only to the architecture and design of IT services but to the integrated management of IT services as well. While contractors know how to mange their own IT services, government is in the process of directing a change in the form of JIE standards, specifications, and common tactics, techniques, and procedures for IT services. Contractors should stay informed and participate where possible in DoD ITSM standards like the DESMF. 5/15/2014 AFCEA JIE Mission Partner Symposium 9

10 AFCEA JIE Mission Partner Symposium Success with JIE Industry Contracts in DoD DoD ITSM Initiatives Implications and Opportunities for Industry Bill Powell Cross Program ITSM and Governance Support Booz Allen Hamilton 5/15/2014 AFCEA JIE Mission Partner Symposium 10

11 Bill Powell Bio 25 Years Commercial and DoD ITSM and Governance experience Provide cross program support to ITSM projects Global ITSM Strategy Leader Fortune 10 IT Service Provider, Service Product Manager, Service Portfolio Manager DoD ITSM Initiatives for DoD CIO, Pentagon IT Agency, Navy Fleet Cyber Command, NGEN, Air Force Intelligence UK OGC ITIL Advisory Group that developed ITIL V3 ISO/IEC JTC1 / INCITS Technical Advisory Group for IT Service Management, IT Governance and Business Process Outsourcing Distinguished Professional of Service Management (DPSM), Certified in the Governance of Enterprise IT (CGEIT), ITIL Expert, Certified Service Manager Committee Chair ISACA, Founding Member itsmf USA Management Advisory Board, Founding Member Institute of Certified Service Managers Service Management for Dummies and other books, papers and articles 5/15/2014 AFCEA JIE Mission Partner Symposium 11