e Market Place Advanced Service Delivery Solutions Stephanie

e. Market. Place: Advanced Service Delivery Solutions Stephanie Woolson Lockheed Martin

Agenda § Lockheed Martin – who are we? § Service Provider Perspective § Challenges § Drivers § Advanced Service Delivery – Co. E § e. Catalog – Defined § e. Catalog Provisioning § Transition Methodology § Lessons Learned 2 2

Lockheed Martin Corporation Who is Lockheed Martin? Is a World leader in Systems Integration Providing Advanced Technology Systems, Solutions and Services to Governments Around the World Our Vision Powered by Innovation, Guided by Integrity, We Help Our Customers Achieve Their Most Challenging Goals Our Values Do What’s Right Respect Others Perform With Excellence International Focus Australia United Kingdom Middle East 3 3

Lockheed Martin - Information Systems & Global Solutions • Global Security Company • #1 provider of Information System • • 4 4 Solutions and Services for the US Government for 17 years Over $10+ Billion in annual sales 29, 000 Employees across every state and 50 countries CMMI Level 5, ITIL v 2/3, ISO 9001, & 27001 2, 400+ Customer programs

Lockheed Martin – Transformation Technologies Cloud • Cloud Services / Cloud Brokering • Cloud Playbook and Readiness Assessment • Private Dedicated Cloud • Community Cloud • Hybrid Cloud Advanced Service Delivery • Self-Service Everything • Prepackaged Solutions • Lean Services • Management Dashboards • Big Data / Predictive Analytics Cyber • Advanced Precision Threats (APT Defense) • Cyber Situational Awareness • Cyber Threat Intelligence • Mobile Security Mobility • Mobile Enterprise Situational Awareness • Mobile Security • Full Life Cycle Management • Mobile MSP/Analytics Platform • Social Mobility Apps • Secure Public Cloud 5 5

Customer Challenges • Centralized Request Management • • • Comprehensive Custom Services Instant Access to Services and Products Simple Catalog Interface Full Service Descriptions, SLA’s Pricing and Service Level Options • Cost, Cost • Rapid Order Fulfillment • SLM Dashboard • Low Cost On Demand Solutions • Full Visibility into Request Status 6 6

Drivers for Centralized Service Management § Characteristics / Trends § Commonalities across LM Enterprise IT Programs § Need for common repository of services with high re-usability § Build Service Capability Once – deploy where needed § Service Delivery Portfolio § Bundled Product and Service Catalog § Need for Advanced Service Delivery Capability § Leverage Program Best Practices and Lessons Learned § Run “IT as a Business” - self-service, instant access, Service Level Options 7 7

Center of Excellence (Co. E) Objective: “Deliver Next Generation e. Service Capability” § Next Generation Service § Deliver a forward thinking, next generation Delivery Solutions e. Service Capability § Reduce costs associated with service delivery § Leverage the ITIL V 3 Framework for all life-cycle phases § Centralize service request management § Provide transparency of Services and full audit trail 8 8 § Win New Business § Support Program Startups § Transition Capability for Program On Contract Growth

“e. Catalog…” • e. Marketplace • Single Pane of Glass • Service Portfolio • Cloud Management Services • Mobility Services • HW/SW Ordering • People / Access Services • Network Services • Integrated Service • Searchable Knowledgebase • Incident Submission • Request Status Dashboard 9 9

e. Catalog: (cont)… • Fulfillment Automation • Full Service Request Process Automation • Centralized repository of ITIL V 3 aligned IT Services • Pre-Integrated ITSM • Agile and Scalable • Plug n Play • C 2 B Integration – full Customer to Business Integration • Visibility into Operations • Status Request Dashboard • Service Delivery Metrics and Reporting 10 10

e. Catalog: Solution Provisioning New Contract Award Development / Test Community Cloud Virtual Appliance “Catapult“ “Golden Image” Pre-Production Staging Quarterly Release Package Dedicated Private Cloud Customer Site Service Desk Dev, Test, Prod, DR/Coo. P • Available as LM Dedicated/Community/Hybrid Cloud, or Customer Premise • Cyber Security – embedded into every aspect of solution 11 11 Hybrid Cloud

e. Catalog: Transition Methodology • Review of Program “As-Is” – services program provides • Review of e. Catalog “As-Is” – services available • Define the Program “To-Be” – self-services envisioned • Define Services to Transition and Gap Plan • Define Phase I, Phase II, etc (including acceptance criteria) • Implement Phases • For each Service Request • AS IS, To Be, Gap Plan • Implement, Test, Release 12 12

Lessons Learned • Agree upon Success Criteria as Step 1 • Engage a Human Factors Engineer early in the process • Document Use Cases, Wire. Frames, Process Flows • Develop Engagement Guidelines and White Papers • Engage Finance to determine Service Pricing • Address Culture Changes 13 13