SSE Symposium

10
United in Service to Our Natio Unclassified 1 Wednesday, June 15, 2022 Service Support Environment Drew Jaehnig 7 May 2015 DISA’s Global Service Desk Chief, DISA ITSM Office

Transcript of SSE Symposium

Page 1: SSE Symposium

United in Service to Our Nation1May 3, 2023

Unclassified

Service Support Environment

Drew Jaehnig

7 May 2015

DISA’s Global Service Desk

Chief, DISA ITSM Office

Page 2: SSE Symposium

United in Service to Our NationMay 3, 2023

Unclassified

Single point of entry for Service Desk support for the totality of DISA provided services

Creates a single automated set of processes

Virtual services desk can be operated from any location

Standard set of tools and streamlining processes

2

Service Support Environment

Page 3: SSE Symposium

United in Service to Our NationMay 3, 2023

Unclassified

Plan, operate, maintain, and optimize a global SSE that enables incident and problem response and fulfillment of customer/user requests in support of global IT service providers and operators.

3

GSDMO Mission

SUPPORTED COMMANDS

GSDMO

DISAServices

The Global Service Desk Management Office (GSDMO) supports the services that support the warfighter.

Page 4: SSE Symposium

United in Service to Our NationMay 3, 2023

Unclassified

Plan, operate, maintain, and optimize

Cost advantages

Operational efficiency

Strategic central point of contact

Centralize architecture and ensure a dedicated and independent IT service support mission

DISA Director and the authority of the Principal Director for Operations

Kiosk desktop support model (Similar to Apple Genius Bar)

4

Global Service Desk

Page 5: SSE Symposium

United in Service to Our NationMay 3, 2023

Unclassified

5

The DISA Global Service Support Environment

Page 6: SSE Symposium

United in Service to Our NationMay 3, 2023

Unclassified

The first rule of any technology used in a business is that automation

applied to an efficient operation will magnify the efficiency.

The second is that automation applied to an inefficient operation

will magnify the inefficiency.

Bill GatesFounder, Microsoft

6

Technology Alone Isn’t Enough

Page 7: SSE Symposium

United in Service to Our NationMay 3, 2023

Unclassified

7

Previous State of DISA’s Service Desks

1300 Agents Globally

Page 8: SSE Symposium

United in Service to Our NationMay 3, 2023

Unclassified

8

End State of SSEDISA will have 5 geographically dispersed service sites managing a SINGLE

environment at the end state Fully Integrated Universal Technical Architecture Streamline service support and eliminates duplicative

systems and functions Consolidate into a unified, optimal structure and process Stronger defense-in-depth security posture

Optimal Business Model A centrally managed virtual platform to oversee:• Budget• Contracting• Staffing• Optimization

Customer Service Consistent customer service is vital to the long-term partnership with war fighters, military components, mission partners, and other federal agencies, to support critical mission objectives

Geographic Locations Re-allocate service desk responsibilities to lower cost locales

while accommodating COOP and survivability requirements Lower operational expenses 15-40% increase in manpower at end state sites

Reduction of 1300 Agents to over 700 globally

Cost reductions of $47M over five years going into FY16

Page 9: SSE Symposium

United in Service to Our Nation05/03/2023

Unclassified

www.disa.mil

Drew JaehnigChief, DISA IT Service Management Office

301-225-8142 / DSN [email protected]

Scott BakerChief, DISA Global Service Desk

334-416-5894 / DSN [email protected]

9

Contact/POC Information

Page 10: SSE Symposium

1005/03/2023

United in Service to Our NationUnclassified