Overview
Skills
Job Details
JOB DUTIES: (additional pages may be added)
· Ensure that IT Service Management Process Support conforms to the corresponding DISA approved Change Management and Configuration Management processes and be approved by the appropriate DISA bodies governing change in that area of responsibility.
· Ensure that the functional capabilities provided by the IT Service Management Process
· Support task shall be applied to the strategic approach the agency utilizes for process improvement, re-engineering and, where possible, standardization, the tactical process design of those processes, implementation assistance of those processes and communication of the aforementioned. As DISA IT capabilities evolve over the life of the Contract, the list of supported processes, frameworks and standards may include items not currently listed below.
• Defense Enterprise Service Management Framework (DESMF)
• Information Technology Infrastructure Library (ITIL)
• Control Objectives for Information and Related Technologies (COBIT)
• Enhanced Telecommunications Operations Map (eTOM)
• ISO/IEC 9001 for Quality Management Systems
• ISO/IEC 15504 for Software Process Improvement and Capability Determination
• ISO/IEC 20000 for ITSM
• ISO/IEC 27000 for IT Security
• ISO/IEC 25000 for Software Engineering - Software Product Quality Requirements and
• Evaluation (SQuaRE)
• DoD 5000 Series (DoD FAR)
• DoD 7000 Series (DoD FMR)
• DoD 5010.42 and DoD 5010.43
• Lean Six Sigma
• Total Quality Management
• Development Operations (DEVOPS)
• Agile Development
· Provide on-going IT service management SME in support of the OCM. This support will include ITSM lifecycle process design, Agency process assessments/alignments and CYBER NETOps requirements for integration and automation support.
· Participate within Process Design Teams to provide current-state assessments, gap analysis, and future-state development goals for any process or function within the IT Service Management Lifecycle. The contractor shall conduct the analysis and design necessary to implement new processes or changes to existing processes based on ITIL or ISO standards and processes, or other industry standards or processes as directed.
· SME support will also include attending meetings and providing ITIL design and implementation expertise on industry proven practices and will include artifact development.
· Support the Department’s ability to automate processes through the use of on-hand software solutions. They shall integrate process design flows, measures and automation into designated Tool sets. They shall support and engineer process solutions that result in resolution of toolsets’ interfaces, standards, interoperability, and cross-functional issues associated with information systems that must operate in the joint environment. Provide coordination of enterprise level processes that promote the sharing, reuse, and cost/effective development of toolsets and data.
Provide knowledge and expertise in the following areas:
• Service Strategy to include Portfolio, Demand, Financial, Strategy, Business Relationship and Customer Relationship Management.
• Service Design to include Capacity, Availability, Continuity, Service Level, Risk, Security, Compliance and Service Catalog Management.
• Service Transition to include Change, Release and Deployment, Knowledge,
• Configuration and Asset, Transition, Planning and Support, Change Evaluation, Test and validation and Supplier Relationship Management.
• Service Operations to include Incident, Event, Problem, Access, Service Desk, Request Fulfillment, IT operations, Technical Management and Applications Management.
• Continual Service Improvement to include sevenstep improvement process & CSI methods and techniques.
• ServiceNow