BY ORDER OF THE HQ UNITED STATES AIR FORCE …

1 BY ORDER OF THE superintendent HQ UNITED STATES AIR FORCE ACADEMY INSTRUCTION 17-101 7 JULY 2017 Cyberspace INFORMATION TECHNOLOGY (IT) SERVICE MANAGEMENT COMPLIANCE WITH THIS PUBLICATION IS MANDATORY ACCESSIBILITY: Publications and forms are available for downloading or ordering on the e-publishing website at RELEASABILITY: There are no releasability restrictions on this publication OPR: HQ USAFA/A6 Supersedes: USAFAI33-101, 18 May 2011; USAFAI33-115, 26 May 1011; USAFAI33-116, 17 May 2011; USAFAI33-117, 8 January 2013; USAFAI33-118, 6 March 2013; USAFAI33-119, 6 September 2011 Certified by: HQ USAFA/A6 (Mr. David Hluska) Pages: 65 This instruction implements Department of Defense Directive (DODD) , Management of the DOD Information Enterprise, DODD , Information Technology Portfolio Management, DODD , Information Technology Service Management (ITSM), The DOD Enterprise Service Management Framework (DESMF), and Air FORCE Instruction (AFI) 17-100, Air FORCE Information Technology (IT) Service Management.

2 This instruction establishes the Information Technology Infrastructure Library (ITIL) as the key UNITED STATES Air FORCE Academy (USAFA) IT governance framework. This publication provides direction for requesting, managing, maintaining, and controlling USAFA IT assets and systems. This publication does not apply to Air FORCE Reserve Command (AFRC) units nor the Air National Guard (ANG). Refer recommended changes and questions about this publication to the Office of Primary Responsibility (OPR) using Air FORCE (AF) Form 847, Recommendation for Change of Publication. The authorities to waive requirements in this publication are identified with a Tier (T-3) number following the compliance statement. See AFI 33-360, Publications and Forms Management, for a description of the authorities associated with the Tier numbers.

3 Submit requests for waivers through the chain of command to the appropriate Tier waiver approval authority. The waiver authority for non-tiered requirements in this publication is the USAFA Director of Communications and Information (HQ USAFA/A6). Ensure that all records created as a result of processes prescribed in this publication are maintained in accordance with (IAW) 2 USAFAI17-101 7 JULY 2017 Air FORCE Manual (AFMAN) 33-363, Management of Records, and disposed of IAW Air FORCE Records Information Management System (AFRIMS) Records Disposition Schedule (RDS). SUMMARY OF CHANGES This document is substantially revised and must be completely reviewed. Major changes include the consolidation of multiple USAFA 33 series instructions and the alignment of IT Service Management to the ITIL framework.

4 1. Scope and Purpose.. 4 2. USAFA IT Enterprise 4 Figure 1. USAFA IT Enterprise Schema Section 1.. 4 Figure 2. USAFA IT Enterprise Schema Section 2.. 5 Figure 3. USAFA IT Enterprise Schema Section 3.. 6 3. Organizational Roles and Responsibilities.. 6 4. Functional Roles and Responsibilities.. 10 5. Service Strategy.. 20 Figure 4. USAFA IT Business Relationships.. 21 Table 1. C&I Committee membership.. 22 Table 2. CAWG membership.. 23 Table 3. ITFWG membership.. 23 Table 4. CSWG membership.. 24 Table 5. CCWG membership.. 25 6. Service Design.. 26 7. Service Transition.. 28 Figure 5. Service Request Process.. 29 Figure 6. Standard Change Process.. 31 Figure 7. Emergency Change Process.. 32 Figure 8. Minor Change Process.. 33 Figure 9. Significant Change 34 Figure 10. Validation and Testing Process.. 36 Figure 11.

5 Assessment and Authorization Process.. 38 USAFAI17-101 7 JULY 2017 3 Figure 12. Release and Deployment Process.. 40 8. Service Operations.. 45 Table 6. USAFA Access Requirements.. 51 9. IT Continual Service Improvement .. 53 Attachment 1 GLOSSARY OF REFERENCES AND SUPPORTING INFORMATION 54 Attachment 2 USAFA IT SERVICE CATALOG 56 Attachment 3 USAFA SERVICE DESIGN PACKAGE TEMPLATE 57 4 USAFAI17-101 7 JULY 2017 1. Scope and Purpose. The purpose of this instruction is to provide an overarching document for USAFA IT Service Management (ITSM) and outline all IT practices, roles, responsibilities, policy, processes and function descriptions. It provides guidance to ensure delivery of IT services and management of the USAFA ITSM and aligns delivery of IT services with the mission, user satisfaction, and efficiency and needs of the organization.

6 The processes outlined in this instruction apply international ITIL framework, standards, and best practices to ensure senior leaderships intent, direction, and policy expectations for IT are met, performance is measured, and that resources and risks are identified and managed. This policy ensures support to the USAFA IT Enterprise Schema as represented in Figure 1., 2., and 3., USAFA IT Enterprise Schema. This Schema is updated regularly and is available on the HQ USAFA/A6 SharePoint site. 2. USAFA IT Enterprise Schema. The USAFA IT Enterprise Schema is a living document that could change based on technology, the IT Change Management Process and IT organization structure. The definitions below are based on systems at time of publication. Current Schema is located on the HQ USAFA/A6 SharePoint site at: Directorate of Communications and Information - Home.

7 Cadet Lifecycle Management Portfolio. This portfolio consists of systems unique to the academic mission of USAFA. The portfolio contains the core network, Academic Labs, Cadet Administrative Management Information System (CAMIS), and the Polaris Hall IPTV systems. Research Portfolio. This portfolio consists of systems unique to academic research. Included in this portfolio is ResearchNet, IITA Servers, HPCRC, CAStLE, SPARC and UAS. Public Affairs Portfolio. This portfolio consists of the USAFA Marquee, KAFA radio station, external website and official social media. Figure 1. USAFA IT Enterprise Schema Section 1. USAFAI17-101 7 JULY 2017 5 Military Mission Non-Appropriated Fund Portfolio. This portfolio consists of systems supporting the Morale, Welfare and Recreation mission of USAFA.

8 It includes the 10th FORCE Support Squadron Point of Sale (POS), Billeting POS, Bowling Alley POS, Golf Course POS, Barber Shop POS and Arnold Hall POS. Military Mission Appropriated Fund Portfolio. This portfolio consists of systems that are part of the NIPRNet and SIPRNet core. These systems utilize AF funded infrastructure and are tied to the AFNet. Requests for changes to these systems will follow the processes outlined in this instruction; however additional approvals and actions may be needed from AF functional areas. Figure 2. USAFA IT Enterprise Schema Section 2. 10th Medical Group (10 MDG) Portfolio. This portfolio consists of systems unique to the medical support mission of the 10 MDG. Management of these systems is part of the Defense Health Agency. Requests for changes to these systems will follow the processes outlined in this instruction; however additional approvals and actions may be needed from AF functional areas.

9 6 USAFAI17-101 7 JULY 2017 Figure 3. USAFA IT Enterprise Schema Section 3. Backbone Infrastructure Portfolio. This portfolio consists of infrastructure that is shared across multiple portfolios. It contains Inside Plant wiring, Outside Plant wiring, network devices, switches, routers and various shared appliances. Requests for changes to this portfolio will follow the processes outlined in this instruction; however additional approval and coordination may be required from AF functional areas and across Program Manager areas of responsibility. 3. Organizational Roles and Responsibilities. The roles and responsibilities listed in this instruction are unique to the USAFA IT Enterprise Schema. There may be other responsibilities required in Air FORCE instructions for general Information Technology Service Management that are not repeated in this publication.

10 The USAFA superintendent (HQ USAFA/CC): Is appointed by SAF-CIO/A6 as the Authorizing Official (AO) IAW AFI 17-130, AF Cybersecurity Program Management, for the Cadet Lifecycle Management Portfolio, Research Portfolio, and any new Portfolios under USAFA purview. The USAFA Vice superintendent (HQ USAFA/CV): Will establish thresholds for Communications and Information (C&I) committee decisions and risk. Will appoint Information System Owners (ISO) for all USAFA systems listed on the USAFA IT Enterprise Schema. Mission Elements (ME) and Staff Directorates: Nominate ISOs to HQ USAFA/CV for systems under their purview IAW the USAFA IT Enterprise Schema. If a ME or directorate does not have a system on the USAFA IT Enterprise Schema, there is no requirement to nominate an ISO. Appoint Program Managers (PM) and Information System Security Officers (ISSO) for systems under their purview as listed on the USAFA IT Enterprise Schema.