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DESFM: A Framework for DoD ITSM

This article discusses the Defense Enterprise Service Management Framework (DESFM) and its benefits in managing IT services for the Department of Defense (DoD). It explores the importance of strategic thinking, service design, safe transition, stable operations, and continuous improvement in IT service management. The DESFM is a comprehensive framework that incorporates various standards and frameworks such as ITIL, DOTMLPF, ISO, NIST, DODAF, and COBIT 5.0 to ensure superior service delivery. It also highlights how the DESFM has been used and its impact on coalition forces and mission-critical applications.

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DESFM: A Framework for DoD ITSM

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  1. Service Management What an Acquisition Practitioner Needs to Know DAU Symposium April 4, 2017 Karen Gomez Defense Information Systems Agency Mission Support Division

  2. Topics

  3. DoD Global Presence 1.3M+Active-duty Members 742,000Civilians 826,000 National Guard & Reserve Members 450,000 Employees Overseas DoD’s IT budget was nearly $40 billion in fiscal 2014, including almost $5 billion for cybersecurity Current as of 27 Jan 2017 5,000 Locations 7M Computer & IT Devices

  4. DESMF History

  5. Standard vs Framework Standards and Frameworks are not mutually exclusive Can be used in tandem to accomplish different purposes Both have the potential to limit innovation Frameworks can be established to create self-healing systems and limit exposure to extreme outliers

  6. Application of a Framework • Do you want: • A new way to deliver a product each time? • 100 different design methodologies? • Every product manager describing their business case differently? • A new Service Desk for each product? • A new manufacturing line for each product? NO!

  7. IS/IS NOT

  8. Five Domains in ITIL DOMAIN FOCUS Think and act strategically Long term view Service Strategy Design services and what is needed for support Service Design Transition safely Build trust Service Transition Deliver stable services Be responsive Service Operation Continually align with business Improve performance CSI

  9. DESMF Concepts ITIL/ITSM DOTMLPF ISO eTOM NIST 800-53 DODAF COBIT 5.0 DOD 5000 CMM DESMF DESMF

  10. High Level Process Map

  11. A DoD ITSM Framework • Work Instruction Some Variations Due to Mission • Tier I WIs • Tier II WIs • Tier II WIs • Tier I WIs Policy, Legislation and Regulations Common Vocabulary, Structure and Auditable

  12. DESMF Benefits

  13. DESMF Benefits Con’t

  14. The DESMF Realized

  15. Service Automation & Implementation Cycle ESM Governance, Policy, Change Management & Audit Resource & Contract Management Corrections or Optimizations

  16. How DESMF Has Been Used

  17. DoD ITSM Trajectory

  18. DoD ITSM

  19. Working Together For Superior Service • Keep our nation safe • Assist those in need globally • Common Lexicon • Foundational process architecture • Role clarity for service management • Supports improved service and performance DEPARTMENT COMPONENTS DoD Employees DoD CIO DESMF Communications JOINT ENVIRONMENT • Ensures information sharing • Provides scalability for all components • Keeping our military service personnel informed and safe • All working in defense of our Nation • Collaborate for improvements • Establish policy for providing IT globally • Call for action to develop, implement and update performance assessment

  20. Services Impacted Globally COALITION FORCES Deployed Environment Process Architecture APPLICATIONS COMPUTING DATA Enterprise Information Environment MISSION APPLICATIONS Access at the Point of Need COMPUTING DATA HOME WORK MOBILE (TDY/DEPLOY) FUTURE DEVICES

  21. DESMF Big Picture View Common Lexicon Clarity Around Roles & Responsibilities Defines Interfaces Framework For DoD Measurable Performance

  22. DESMF: https://community.apan.org/wg/esmf_consortium_working_groups/m/desmf_edition_iii

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