Army Service Level Management/Information Technology (IT) Metrics
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1 Army Service Level Management/Information Information Exchange Forum Session: #1 IT Metrics Thomas J. Berezny NETCOM/9 th SC(A) G-5
2 Regulatory Guidance Scope Background Where Does the Data Go? Relationship with ISR-Services Performance Measure Structure IT Metrics Application Overview 2
3 AR 25-1, para 3-7i, Army Knowledge Management and Information Technology dtd 04 December 08 DA Pamphlet , para 2-4j, Information Technology Support and Services, dtd 25 October
4 IT Metrics is an Army-wide program that annually collects data [quarterly] on IT operations and infrastructure at all Army installations, as well as for all Army Reserve and Army National Guard elements. The IT Metrics program provides a common framework, which allows installation commanders and IT managers to assess the current status of IT infrastructure and to evaluate the degree to which each component supports mission accomplishment. (DA Pam , para 2-4j) IT Metrics directly feeds ISR-Services for NEC/DOIM services (CONUS and OCONUS); data is used to develop POM requirements in the BASEOPS Resource Model (BRM) [formerly AIM-HI] (paraphrased DA Pam , para 2-4j) Mechanism for Army leadership (HQDA, ACOM, ASCC, DRU) to view performance of NEC services (SLM concept) Data supports CIO/G-6 programs (e.g., I3MP, LMR) (CIO/G-6 AONS guidance) 4
5 IT Metrics data collection began in 1998 Program data linked to Army and ACSIM management initiatives Feeds infrastructure capabilities and performance measures into ISR-Services. Other Uses IT Services Management (ITSM) Joint Basing Initiative NEC report card to installation tenants Operates on a Quarterly Reporting Cycle ISR requirement is to top load performance data into Defense Readiness Reporting System Army (DRRS-A) beginning Apr 08 Subsequent reporting to DRRS, a DoD system 5
6 TRANSFORMING CYBER WHILE AT WAR BASOPS Requirements Model (BRM) Process Installation Status Report (ISR) [ How Well --- Level of service (Service Quality Rating): Green, Amber, Red, & Black] Other Uses CIO/G-6 Programs (I3MP, LMR) Variable workload drivers for the NEC Staffing Model Standard Service Costing (SSC) [ Should Cost ] BASOPS Requirements Model II PEG & MDEP Mgrs Reviews / Adjustments BASOPS Requirements Model PROBE & More HQDA Approved Adjustments SSC Builds Installation Service Requirements Based on Performance Levels Service Based Costing (SBC) [ How Much has been spent--- Dollars & Quantities] Slide taken from briefing Installation Management Institute R Jan 07 6
7 ISR-S collects the service quality via Performance Measures (PMs) Each PM has at least one data element that is either manually entered at the installation level or top loaded from an Army database of record Green/Amber/Red/Black color rating for each individual metric corresponds to an ISR-S PM rating Each rated PM generates a Color rating, which rolls up to a Service Area Service Quality Rating In summary, the IT Metrics data provides the detailed foundation underneath the colored Service Quality Ratings for specific Service Areas 7
8 TRANSFORMING CYBER WHILE AT WAR Actual data is top loaded to ISR-Services Performance measures within a Service are weighted based customer importance and funding impact (SLM/IT Metrics WG responsibility) ISR-Services uses these weights in the algorithm to determine Service Quality Ratings 8
9 Measurements (Metrics) based upon the Command, Control, Communications, Computers, and Information Management (C4IM) Services List Metrics developed by the Service Level Management (SLM)/IT Metrics Working Group, approved by CIO/G-6 FY12-74 metrics measure specific tasks in each Primary Service Categories (PSC) Availability Capacity Workload Response Time Resolution time 9
10 10
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