Department of Defense
INSTRUCTION
NUMBER 8440.01
December 24, 2015
DoD CIO
SUBJECT: DoD Information Technology (IT) Service Management (ITSM)
References: See Enclosure 1
1. PURPOSE. Pursuant to the authority in DoD Directive (DoDD) 5144.02 (Reference (a)), this
instruction:
a. Establishes policy, assigns responsibilities, and provides procedures for ITSM in
accordance with DoDD 8000.01 (Reference (b)) and DoD Instruction (DoDI) 8320.02
(Reference (c)).
b. Provides a DoD-wide standard ITSM framework for the implementation and management
of high quality IT services. This includes service management standards that enable
conformance to objectives, integrated operations, audit, and capability assessment.
c. Provides a standard service quality measurement model in the ITSM framework to
support comparison, evaluation, and improvement of DoD IT services, as described in the DoD
Enterprise Service Management Framework (DESMF) (Reference (d)).
d. Provides for continual improvement of the DESMF leading to efficient integrated
enterprise service management capabilities, improved IT service quality, and better IT
investment decisions.
e. Establishes the governance mechanisms required to develop DoD ITSM standards, to
develop integrated capabilities, and to monitor conformance.
2. APPLICABILITY
a. This instruction applies to OSD, the Military Departments, the Office of the Chairman of
the Joint Chiefs of Staff and the Joint Staff, the Combatant Commands, the Office of the
Inspector General of the Department of Defense (IG DoD), the Defense Agencies, the DoD Field
Activities, and all other organizational entities within the DoD (referred to collectively in this
instruction as the “DoD Components”).
