IT Service Management (ITSM) is a compilation of practices and principles that help organizations more closely align their IT services with customer's requirements by the way they govern and manage delivery of their IT services. For DISA, ITSM efforts aim to reduce risk and exposure though increased process efficiencies, optimized resource utilization, transparency of operations, standardized technologies, seamless data interoperability, and improved fiscal stewardship. Ultimately, it enables DISA's capability to perform as a true service-based, customer-focused organization.
OUR MISSION
The primary mission of the ITSMO is to govern the enterprise-wide approach to service management improvements (e.g. Agency wide process improvement for Business and IT management processes) and service performance measurements. This includes defining enterprise IT strategies and policies, establishing a common IT process framework, strengthening IT governance, and setting agency-wide standards and consistent processes. The ITSMO is responsible for broadening Enterprise Architecture within DISA from models for information and technology to also include an integrated Agency wide process framework model that consists of principles, guidance, and methodologies for the management of IT and Business processes, roles and functions, and information exchanges. The ITSMO is also charged with developing targets for ITSM performance throughout DISA, coordinating process transformations required to reach the targets and monitoring and reporting on service performance to identify service improvement opportunities.
ELEMENTS
Strategy and Policy: The Strategy and Policy organizational unit is responsible for defining, maintaining and optimizing the process reformation strategy to meet the missions of DISA and DISA customers. The unit governs and facilitates the development and management of process policies to ensure compliance with ITSMO guidelines and to ensure uniformity between the process policies. The Strategy and Policy unit develops and maintains the integrity of the IT process framework and its relationship to enterprise architecture standards across DISA directorates. This unit is responsible for ensuring continual alignment of service improvement strategies with DISA goals and objectives. This unit also evaluates emerging methods and technologies and assesses the potential impact or benefit for DISA.
Spiral Development: The Spiral Development organizational unit oversees and facilitates the execution of process improvement initiatives. This unit is responsible to integrate and optimize ITSM processes that cut across multiple functional areas or business divisions. The group ensures enterprise-wide technology solutions are developed for process workflow support. The group will provide ITSMO process subject matter experts as necessary to process design teams and under the guidance of the agency designated Enterprise Level Process Owner develops a comprehensive future state vision, including the tools set integration requirements, and proposal for deployment of the future state vision.
Compliance and Inspection: The Compliance & Inspection unit is responsible for the monitoring of process operational compliance to Agency policies and standards established by the ITSMO and DISA at large. The unit is responsible to perform audit assessments for compliance to requirements of the ISO/IEC 2000 standard for IT Service Management, The DISA Campaign Plan, The DISA ITSM CONOPS and process architecture. This unit establishes and manages a Risk Management program for agency-wide process compliance. It provides compliance reports to DISA leadership and assists in audits conducted by other internal and external auditors. The unit facilitates audit remediation efforts and process improvement requirements.
Quality Management: The Quality Management unit is responsible for the development and management of an agency-wide Quality Management Plan (QMS). A QMS is required by the ISO2000 standard and defines quality and performance standards, requirements, and expectations for all agency wide processes and corresponding programs. The office facilitates the process teams with adherence to the QMS with a goal to install a culture on ongoing continual improvement. It assists process teams in the definition of quality process metrics and development of the data capture plans. It develops analysis tools and monitors and reports quality-related performance metrics. The unit provides support and expertise to process teams in continual improvement methodologies using Lean Six Sigma as the methodology for more complex improvement initiatives. The team mentors staff in its application, facilitates process improvement prioritization workshops, and assists in the assessment of process improvement ROI calculations.
Strategy and Synchronization: The Strategic Communications unit is responsible for development and management of the agency’s ITSM Communications Plan. This includes the crafting of messages and management of communications with other DISA directorates and outside organizations / customers. They use a variety of settings, formal and informal, as communication venues. It reviews content of proposed messages, ensures timely responses to queries, and serves as the web content manager for the DISA ITSMO.