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1 Cathy A. Kirch Senior Process Consultant - Allstate Insurance Company 17 th Annual International IT Service Management Conference and Exhibition An ITSM Journey

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Page 1: Allstate-An ITSM Journey Final

1

Cathy A. KirchSenior Process Consultant - Allstate Insurance Company

17th Annual InternationalIT Service Management

Conference and Exhibition

An ITSM Journey

Page 2: Allstate-An ITSM Journey Final

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

Page 3: Allstate-An ITSM Journey Final

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.

Page 4: Allstate-An ITSM Journey Final

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

Page 5: Allstate-An ITSM Journey Final

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

Page 6: Allstate-An ITSM Journey Final

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

Page 7: Allstate-An ITSM Journey Final

•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…

Page 8: Allstate-An ITSM Journey Final

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…

Page 9: Allstate-An ITSM Journey Final

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

Page 10: Allstate-An ITSM Journey Final

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

Page 11: Allstate-An ITSM Journey Final

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

ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.11

Page 12: Allstate-An ITSM Journey Final

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

Page 13: Allstate-An ITSM Journey Final

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

Page 14: Allstate-An ITSM Journey Final

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

Page 15: Allstate-An ITSM Journey Final

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

Page 16: Allstate-An ITSM Journey Final

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?

Page 17: Allstate-An ITSM Journey Final

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

Page 18: Allstate-An ITSM Journey Final

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?

Page 19: Allstate-An ITSM Journey Final

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

Page 20: Allstate-An ITSM Journey Final

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

Page 21: Allstate-An ITSM Journey Final

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

Page 22: Allstate-An ITSM Journey Final

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

Page 23: Allstate-An ITSM Journey Final

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

Page 24: Allstate-An ITSM Journey Final

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

Page 25: Allstate-An ITSM Journey Final

Proven PracticesProven Practices

ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.25

Page 26: Allstate-An ITSM Journey Final

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

Page 27: Allstate-An ITSM Journey Final

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

Page 28: Allstate-An ITSM Journey Final

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

Page 29: Allstate-An ITSM Journey Final

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

Page 30: Allstate-An ITSM Journey Final

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

Page 31: Allstate-An ITSM Journey Final

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

Page 32: Allstate-An ITSM Journey Final

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.

Page 33: Allstate-An ITSM Journey Final

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

Page 34: Allstate-An ITSM Journey Final

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

Page 35: Allstate-An ITSM Journey Final

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?