Kitchen Sink

Wrenches in the Trenches: A Practical ITSM Application


Fourth Floor - North May 3, 2016 2:00 pm - 3:00 pm

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Drew Jaehnig

The DoD Enterprise Service Management Framework (DESMF) is the DoD-wide framework for the implementation and management of quality IT services based on ITSM best practices. While providing value, a common lexicon and consistent guidance throughout the Department, how does the framework get extended into tangible service offerings, solving issues for the IT service provider?  Mr. Jaehnig will delve into how the Defense Information Systems Agency (DISA) has applied the framework to several organizational scenarios and discuss specifics as to the transformation of the service desk function to the DISA Global Service Desk of today and the future.