allstate-an itsm journey final
TRANSCRIPT
1
Cathy A. KirchSenior Process Consultant - Allstate Insurance Company
17th Annual InternationalIT Service Management
Conference and Exhibition
An ITSM Journey
ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.2
AgendaAgendaAgendaAgenda
• Allstate Insurance at a Glance
• Allstate Journey to IT Service Management
• Evolution of ITSM
• Proven Practices
• Key Integration points
• Questions
Allstate Insurance at a GlanceAllstate Insurance at a Glance
• The Allstate Corporation is the nation’s largest publicly held personal lines insurer now celebrating its 80th anniversary
• Allstate is a fortune 100 company with $132.7 billion in assets
• Allstate is widely known through the “You’re In Good Hands With Allstate®” slogan
• The Allstate Corporation encompasses more than 70,000 professionals with technology operations located around the globe
• Allstate is reinventing protection and retirement to help nearly 16 million households insure what they have today and better prepare for tomorrow
3 ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.
ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.4
Allstate Insurance at a GlanceAllstate Insurance at a Glance
• High-Speed Networking• Integration Architecture• J2EE and .Net• Large Scale Networks• Message Brokering• Performance Management• Rich Media Management• Service Oriented Architecture• Unix, Windows and Mainframe
Platforms• Web Content Management• Web Services
• Advanced Analytics• Business Process Management• Capacity Planning• Data Warehousing• Document Imaging• Enterprise Content Management• Enterprise Databases• Enterprise Information Integration• ETL (Extract, Transform, Load) Tools• Financial Applications• High-Availability and Disaster Recovery
Applications and Services
3,500+ IT professionals Multiple operating systems 5,000+ software applications Multiple technology platforms 100,000+ desktop computers supported Multiple database systems
ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.5
AgendaAgendaAgendaAgenda
• Allstate Insurance at a Glance
• Allstate Journey to IT Service Management
• Evolution of ITSM
• Proven Practices
• Key Integration points
• Questions
ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.66
You need to be easier to navigate and improve
service levels
Allstate Journey to IT Service ManagementAllstate Journey to IT Service Management Our Strategy: What We Heard
You need to lower costs You need to be faster
•10 active years for the ITSM program•3 CIO’s for IT during the 10 years•3 ITSM Directors during the 10 years•2 Original members still in the group•External Recognition
•2007 Practitioner of the Year-Kirch•2008 Project of the Year-Change Mgmt•2009 Case Study of the Year-Corrigan•2012 Case Study of the Year- Kirch
Allstate Journey to IT Service ManagementAllstate Journey to IT Service Management Along the way…
Program ConsistencyProgram ConsistencyProcesses• Change, Incident• Problem, Configuration Mgmt, Event• Release, SLM
Roles• Process Owners, Process Managers,
Process Consultant
Allstate Journey to IT Service ManagementAllstate Journey to IT Service Management Along the way…
Statement Weight Weight
Level Compliance Contribution Value 1 ITIL / CobiT Process 10 4 0.00 10
1 1.00 1.00 1.00 2 Process and Practices 10 4 0.00 10
2 1.00 1.00 1.00 3 Internal Control Assurance 10 4 0.00 10
3 0.00 1.00 0.00 4 Process Compliance (External) 10 4 0.00 10
4 0.00 1.00 0.00 5 Process Metrics 10 4 0.00 10
5 0.00 1.00 0.00 6 Process Quality Management 10 4 0.00 10
Maturity Level = 2.0 7 Marketing & Communications 10 4 10.00 10
8 Training and Education 10 4 0.00 10
9 Technology and Automation 10 4 0.00 10
10 ITIL Process Dependencies 10 4 0.00 10
11 0 0.00 0
4 12 0 0.00 0
Configuration Management
Process NameAllstateMaturity Level Assessment
0.00 1.00 0.00 1.00
Com
plia
nt
Com
plia
nt
Not
Com
plia
nt
Not
Com
plia
nt
Mat
uri
ty L
evel
3
Maturity Level Calculation
Use ticks 4 for compliance value (4 on the keyboard)
ITSM COE
Year 3
10 Processes In scope6 Core Active
IM, Change_M, Pr0blem, CFM, SLM, Capacity_M
• SLM/IM deliver Standard Prioritization • Change Reaches Maturity
Level Defined & Documented• Change & CFG integrate for Status Accounting• SML/IM SPS• Trained 2 ITIL SMs• Educated 481 people
Check
Governance
Continuous Improvement
Check
Governance
Continuous Improvement
Year 2
10 Processes In scope6 Core Active
IM, Change_M, Problem, CFM, SLM, Capacity_M
• Create Process with Compliance Built-in• Standard Documentation• Allstate Financial Assessment & Enrollment• Process Mgmt teams created• Maturity Levels established• Trained 2 ITIL SMs• Educated 266 people
ITSM COE
The
BusIness
The
Technology
Planning to Implement Service Management
Applications Management
The BusinessPerspective
ICTInfrastructureManagement
ServiceSupport
ServiceDelivery
SecurityManagement
• Current State assessment • Processes Behind the Process created• Training council formed• Trained 3 ITIL SM • Initial CobiT mapping• 1st IT Project Mgmt Office created• Roadmap created• Maturity Approach Defined • Migrated to USD 6.0• Educated 13 people
10 Processes In scope 4 Core Active
IM, Change_M, CFM, SLM
Year 1
ITSM COE Formed
IT Service Management at AllstateIT Service Management at Allstate
ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.9
Year 5
• ITIL Project of the Year• Allstate Technology & Operations Goal• SM Tool replacement• ITIL Adoption assessment• Big year in E&T across the organization• Processes assessed• Educated 628 people
5 Processes In scope4 Core Active
IM, Problem, Change_M, CFM
Availability & BSM align
Year 6
Service Lifecycle In scope8 Core Active
IM, Change_M, Problem, CFM, SLM, Service Catalog, Request
Fulfillment, ITSCM
ITSM @ Allstate
• IT AVP receives Case Study of the Year
• Enrollment projects• Gap closure projects• 12 ITIL Service Mgrs
bridged to ITIL Expert• Maturity assessment• Educated 1369 people
Year 4
ITSM PSE
• Operational approach• Allstate becomes a Practitioning Company• Application enrollment Change • Tool Evaluation• IM PM Integration using 6 Sigma• Introduced ITIL V3• Process Metrics pursued• Educated 3 ITIL SM• Educated 539 people
4 Core Process Focus4 Core Active
Change_M, IM, Problem, CFM3 additional added
Capacity_M, ICT-deployment, SLM
Check
Governance
Continuous Improvement
Check
Governance
Continuous Improvement
IT Service Management at AllstateIT Service Management at Allstate
ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.10
Check
Governance
Continuous Improvement
Check
Governance
Continuous Improvement
• Allstate Technology & Operations Goal
• Processes assessed
• ITSM Consultant receives Case Study of the Year
• SM Tool Replacement• Production Process Council
IT Service Management at AllstateIT Service Management at Allstate
Year 7
ITSM @ Allstate
4 Core Process Focus4 Core Active
Change_M, IM, Problem, CFM3 additional added
Capacity_M, ICT-deployment, SLM
• New Governance structure• Working Committee• Steering Committee
• Focus on Change and Problem
• Stopped Release implementation
• Added Event & Knowledge to the program
• Educated 1596 people
Year 8
8 Core ActiveIM, Change_M, Problem, CFM, Event, SLM, Service Catalog, Request Fulfillment, Release
ITSM @ Allstate
• Working Committee-Year 2• Steering Committee dissolved• Change, Problem continue
process improvement approach• Incident & Service desk maturity• Event enrollment increases• Review of scope and Business
needs• Re-launched Release Mgmt• Educated 303 people
Year 9
Decentralized OwnershipLifecycle In scope
8 Core ActiveIM, Change_M, Problem, CFM, Event, SLM, Service Catalog, Request Fulfillment, Release
ITSM @ Allstate
• Case Study of the Year-Kirch • Governance structure modified
• Production Process Council• Working Committee
• Focus on Testing; Release Mgmt• Tool Evaluation/replace• Working Committee year 3 • Scientific approach to Metrics
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0
1
2
3
Year 2 Year 3 Year 4 Year 5 Year 6
Initial
Repeatable
Defined
Config.
Incident
Problem
Change
New Service Management tool
launched
Enterprise Enrollment in Change
• We’ve made significant progress within Change and Incident Management
• Problem Maturity is dependent upon progress within Incident Management
• Process Maturities were affected by expansion of scope within the
Enterprise execution and the introduction of new technologies
IT Service Management at AllstateIT Service Management at Allstate
ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.12
ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.13
AgendaAgendaAgendaAgenda
• Allstate Insurance at a Glance
• Allstate Journey to IT Service Management
• Evolution of ITSM
• Proven Practices
• Key Integration points
• Questions
20042004Service Mgmt COE
One owner for the program - Infrastructure scope only How do we build the process behind the process? Red to green – can we improve incident classification? How do we define education and training program in IT?
20052005ITSM at Allstate
Separated process owners - Infrastructure scope only How do we build the process with governance built in? What does standard documentation look like? How do we create process policies? How do we continue education and training?
20062006ITSM at Allstate Availability Mgmt
One owner for the program - Infrastructure scope only How do we implement a process with the end in mind to become
defined and documented? What does Business Service Management (BSM) organization
look like? How do we finance enterprise training?
Evolution of ITSM Evolution of ITSM
ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.14
One organization launched for Allstate Technology and Operations
First Generation (1939-1954) vacuum tube
Second Generation Computers
(1954 -1959) transistor
Evolution of ITSM Evolution of ITSM
ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.15
20072007Availability Mgmt
One owner for the program- Expand Change Applications How do we conduct an enterprise roll out of change? How do we introduce a Service Catalog? What is the right ITSM tool with our complexity? External Recognition for Practitioner of the Year How do we define enterprise training?
ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.16
20082008BSM
One owner for the Program - Infrastructure and application for change management scope
How to roll out new ITSM tool to 5000+ users? Problem classification - are all problems equal? External Recognition for Project of the Year-Strategy to Execution How do we engage application areas for training?
Evolution of ITSM Evolution of ITSM
20092009BSM
One owner for the program - Infrastructure and Application How do we survive the economy? External Recognition for Case Study of the Year How do we train our sourcing organization?
Third Generation Computers
(1959 -1971)
Evolution of ITSMEvolution of ITSM
ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.17
20102010BSM + Virtual
One owner for the program - Infrastructure and Application What processes are needed to enhance availability? Where should process owners reside? How do we define education in a maintenance mode? External evaluation and recommendation
20112011Virtual Governance Team
New governance structure - Infrastructure and Application How do we enable a working committee to support an Enterprise
Governance Committee with Vice Presidents? Refreshed roles for Owner, Manager, ITSM Consultant Prepare for tool upgrade How do we communicate a standard training approach for all
processes?
ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.18
Evolution of ITSM Evolution of ITSM
New Executive Vice President
20122012Production Process
Adjust governance structure for culture- Infrastructure and Application
How do we advance Release for Infrastructure & Application How can we expand Operations to support the customer? How do you deploy ITSM tool with Agile? How do you institutionalize ITSM?
Fourth Generation (1971-1991)
microprocessor
Evolution of ITSM Evolution of ITSM
ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.19
First Generation (1939-1954)
vacuum tube
Second Generation Computers
(1954 -1959)transistor
Third Generation Computers
(1959 -1971) Fourth Generation (1971-1991)
microprocessor
Fifth Generation (1991 and Beyond)
Evolution of ITSM Evolution of ITSM
ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.20
ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.21
AgendaAgendaAgendaAgenda
• Allstate Insurance at a Glance
• Allstate Journey to IT Service Management
• Evolution of ITSM
• Proven Practices
• Key Integration points
• Questions
ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.22
Proven PracticesProven Practices
Key Artifacts Result
Process Flow An Anchor, input to technology requirements
Policy Documents with Mandates and Standards
Reference to enforce accountability
Defined roles and responsibilities Defined execution with accountability
Education & Training Framework & Process
Defined Governance Clear Expectations & Accountability
Business Rules
• Process Flows / Mapping
• Policies – Scope, Authority
• Procedures
• Education & Training
• Communications & Marketing
Governance Types
• Strategy
• Investment
• Project
• Process
• Technology
• Operations
• Human Resources
• Procurement (Suppliers)
Governance
Proven PracticesProven Practices
Corrective Action
• Communications
• Education &Training
• Policies & Procedures
• Performance Management
• Design & Execution ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.23
Adherence & Compliance Mechanisms
• Metrics, Measurement & Reporting
• Technology (Tools, Automation, Data)
• Self Assessment
• Independent Assessment
Governance Types
• Strategy
• Investment
• Project
• Process
• Technology
• Operations
• Human Resources
• Procurement (Suppliers)
Governance
Proven PracticesProven Practices
ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.24
Proven PracticesProven Practices
ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.25
ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.26
Proven PracticesProven Practices
Key Concepts Result
Maturity Assessments Know where you are, measure against proven practices
Continual Service Improvement Defined improvements through projects implementing CSI
ITSM is a journey This is a journey that evolves over time and leadershipMeasures and reports enabling governance of process, compliance, and monitor against these measures
Measure and report
Frameworks Ensure Complimentary not competing efforts and direction
What does a process
look like at different
maturities?
Non-existent 0
Initial 1
Repeatable 2
Defined 3
Managed 4
Optimizing 5
Proven PracticesProven Practices
Project Mgt
Office
Maturity Assessment
Target Maturity
ProjectPlanning
Project Implementation
OperationalExecution
ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.27
Defining the JourneyAssessments and Approach
GoalGoal
To establish a status relative to a standard or general requirement at a given point in time…• to document this status in measurable terms
UseUse
To identify opportunities for continual improvement
Proven PracticesProven Practices
ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.28
ComplianceIs there a Release strategy, calendar, records, process flow, policy?PerformanceAre we delivering releases/change faster and at optimum cost and minimized risk?QualityCan we assure customer satisfaction when using the release?Value ($)Are we increasing availability & are you enabling business processes?
The IT Scorecard will change with release process maturity
Value
Quality
Performance
Eff
ective
ne
ss
Time
Are we on or off course?
Compliance
Can we predict our value?
What are the early metrics?
Proven PracticesProven Practices
ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.29
PO1 Define a strategic IT PlanPO2 Define the information architecturePO3 Determine the technological directionPO4 Define the IT organisation andrelationshipsPO5 Manage the IT investmentPO6 Communicate management aims anddirectionPO7 Manage IT human resourcesPO8 Manage qualityPO9 Assess and manage IT risksPO10 Manage Projects
PLAN AND ORGANIZEPLAN AND ORGANIZE
ACQUIRE ANDIMPLEMENT
ACQUIRE ANDIMPLEMENT
DELIVER AND SUPPORT
DELIVER AND SUPPORT
AI1 Identify automated solutionsAI2 Acquire and mantain application softwareAI3 Acquire and maintain technology infrastructureAI4 Enable operation and useAI5 Procure IT resourcesAI6 Manage changesAI7 Install and accredit solutions and changes
DS1 Define and manage service levelsDS2 Manage thierd-party servicesDS3 Manage peformance and capacityDS4 Ensure continuous serviceDS5 Ensure systems securityDS6 Identify and allocate costsDS7 Educate and train usersDS8 Manage service desk and incidentsDS9 Manage the configurationDS10 Manage problemsDS11 Manage dataDS12 Manage the physical environmentDS13 Manage operations
MONITOR andEVALUATE
MONITOR andEVALUATEME1 Monitor and evaluate IT performanceME2 Monitor and evaluate internalcontrolME3 Ensure compliance wihtexternal requirementsME4 Provide IT governance
IT RESOURCES
IT RESOURCES
•Applications•Information•Infrastructure•People
•Effectiveness•Effficiency•Confidientiality•Integrity•Availability•Compliance•Reliability
InformationCriteria
InformationCriteria
Business & Governance ObjectivesBusiness & Governance Objectives
CobiT® Six Sigma
PMBOKCMMI-Dev®
Frameworks
ITIL®/ITSM
Proven PracticesProven Practices
ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.30
ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.31
ProvenProven Practices Practices
Roles Accountabilities
Process Owner
Accountable for Operations
ITSM Consultant
Enterprise Process Manager
Accountable for delivery of process
ITIL Expert, SME in process, design and delivery
Working Committee Oversees Roadmap, integration, adoption, and deliverables
Align Business goals with process goals
Production Process Council
ATO Area 1 Area 2 Area 3 IS Area 4 Area 5
PM (area PM) PM PM PM PM PM
PC
PC
PC
PC
PA
PA
PA
PA
PA
PA
PA
PA
PA
PA
PA
PA
PA
PA
PA
PA
Enterprise Process Management - Delivery Model
Area Process
Management
PC
PA
PA
PA
PA
PC
PA
PA
PA
PA
PC
PA
PA
PA
PA
Appl ApplAppl
PM – Process ManagerPC – Process CoordinatorPA – Process Analyst
Process Governanc
e Committe
e
Roles within the processes
Proven PracticesProven Practices
32 ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.
ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.33
AgendaAgendaAgendaAgenda
• Allstate Insurance at a Glance
• Allstate Journey to IT Service Management
• Evolution of ITSM
• Proven Practices
• Key Integration points
• Questions
34
SERVICE STRATEGY Strategy Management For
IT Services Service Portfolio Mgmt Business Relationship
Management Financial Management For
IT Services Demand Management
SERVICE OPERATION Event Management Incident Management Request Fulfillment Problem Management Access Management
Functions Service Desk Technical Management IT Operations Management Application
Management
SERVICE DESIGN Design Coordination Service Catalog
Management Service Level
Management Availability Management Capacity Management IT Service Continuity Mgmt Information Security
Management Supplier Management
SERVICE TRANSITION Transition Planning & Support Change Management Service Asset &
Configuration Management Release & Deployment
Management Service Validation & Testing Change Evaluation Knowledge ManagementCONTINUAL SERVICE
IMPROVEMENT Seven Step Improvement
Process Integration Process Integration
ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.34
ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.35
Cathy A. KirchAllstate Insurance CompanySenior Process Consultant
ITSM@Allstate
Questions?Questions?