Chief, DISA ITSMO
Drew Jaehnig has been in IT for more than 20 years and has managed service desks, network operations centers, and technical control facilities for four Defense department agencies. He has provided global and local support to a wide range of users on systems ranging from Command and Control functionality in direct support to the troops on the ground to administrative support for the workforce in the National Capital Region. His customers have included the Joint Chiefs of Staff, the Joint Staff, the Director of National Intelligence, the National Geospatial-Intelligence Agency, The Federal Bureau of Investigation, The Counter-Intelligence Field Agency and the Counter-Intelligence Law Enforcement Cell.
Mr. Jaehnig is a former member of the United States Navy and is a member of multiple Helpdesk Institute (HDI) groups to include: The HDI Institute Facility, The HDI Government Forum, The HDI Desktop (formerly Field Technicians) Technical Review Committee, The HDI International Standards Committee and The Information Technology Service Management Forum (itSMF).
Mr. Jaehnig is certified as a HDI Support Center Manager, Information Technology Infrastructure Library (ITIL) Service Manager and ITIL V.3 Expert, and he is also a founding member of the Global Forum to Advance Cyber Resilience. He has served as lead implementer of the ITIL/ITSM framework in four different environments and is the winner of the 2008 GCN Technology Leadership Award and the 2015 BMC Innovator of the Year award for his work in ITSM.
Mr. Jaehnig holds degrees within Audio Engineering & Acoustic Design, Physics, Public Policy and Organizational Development from the Trebas Institute of Toronto, Ontario, Canada and George Mason University in Fairfax, VA
For the last 5 years he has operated DISA’s ITSM practice and is directly responsible for the agency’s service desk, change management and configuration management efforts.
Previously, his work in the industry includes key contributions on the design of the internationally accepted Service Center Maturity Model (now a DISA target) and establishment of the Desktop Technicians Technical qualifications standards that are now required for all Vista Certified Desktop technicians. The DoD Enterprise Service Management Framework (DESMF) was also his brainchild and has directly led to over $71M in cost reductions to the department in the past two years. DESMF version III, to be published this summer, is the second DoD service management framework and serves as the blueprint for DoD and JIE cross utilization and consolidation efforts.