Transformation to a service management organization

The vision for United States Army Reserve Enterprise Service Activity (ESA) is to be a cost efficient and innovative service provider for all command, control, communication, computers/information technology (C4/IT) requirements. In concert with the "return to the primary mission" directive, ESA is looking to evolve from technology management to becoming a sophisticated service management organization. Lucent Technologies Incorporated was engaged by ESA for designing and delivering end-to-end IT solution within the service level management (SLM) framework. In this paper, we present the results of the engagement, namely migration strategy recommendation for transforming ESA to a unified service management enterprise, and the SLM process and methodology as implemented by ESA. The SLM process facilitates the transition to an enterprise management structure that has total accountability, across all parties, for effective delivery of services in support of the army reserve mission. SLM provides a vehicle for formally linking service funding and performance requirements with service lifecycle management.