Implementation of ITIL within Royal London Group

Stephanie AddisonStephanie AddisonStephanie AddisonStephanie Addison

Background

� Royal London Group (RLG) and IT Royal London Group (RLG) and IT Royal London Group (RLG) and IT Royal London Group (RLG) and IT ---- then then then then and now.and now.and now.and now.

� My career within RLG My career within RLG My career within RLG My career within RLG ---- from Service from Service from Service from Service � My career within RLG My career within RLG My career within RLG My career within RLG ---- from Service from Service from Service from Service Management consultant to Service Management consultant to Service Management consultant to Service Management consultant to Service Manager.Manager.Manager.Manager.

� Major IT restructure/potential key business Major IT restructure/potential key business Major IT restructure/potential key business Major IT restructure/potential key business acquisitions acquisitions acquisitions acquisitions ---- instigator to adopt and adapt instigator to adopt and adapt instigator to adopt and adapt instigator to adopt and adapt ITIL framework.ITIL framework.ITIL framework.ITIL framework.

Why RLG needed to adopt ITIL

Introductory meetings with

key senior business

stakeholders to understand

their perceptions of IT

Consistent set of Consistent set of

disappointing messages

received

Feedback provided to senior

IT management team

Overwhelming consensus

that IT needed to change!

Project Chrysalis – The Approach

Stage 1Stage 1Stage 1Stage 1

Mission goals and objectives

– IT service provider of

choice

Conduct baseline

assessments

What is our vision?

Where are we now?assessments

Define a set of measurable

targets

Service and process

improvement

Utilise measurements and

metrics

Where are we now?

Where do we want to be?

How do we get there?

Did we achieve what we

wanted?

How do we keep the momentum going?

How do we keep the momentum going?

Continual service Continual service Continual service Continual service improvement/ISO20000improvement/ISO20000improvement/ISO20000improvement/ISO20000

Project Chrysalis – The Approach

� Stage 2 Stage 2 Stage 2 Stage 2 ---- Professional third party service management Professional third party service management Professional third party service management Professional third party service management consultants enlisted to provide an unbiased baseline view of consultants enlisted to provide an unbiased baseline view of consultants enlisted to provide an unbiased baseline view of consultants enlisted to provide an unbiased baseline view of current IT service provision within RLG.current IT service provision within RLG.current IT service provision within RLG.current IT service provision within RLG.

� Initial focus on key disciplines fundamental to good service Initial focus on key disciplines fundamental to good service Initial focus on key disciplines fundamental to good service Initial focus on key disciplines fundamental to good service operation and critical to the success of the project:operation and critical to the success of the project:operation and critical to the success of the project:operation and critical to the success of the project:

Process Process Process Process Maturity Maturity Maturity Maturity LevelsLevelsLevelsLevels

IncidentIncidentIncidentIncidentProblemProblemProblemProblemChangeChangeChangeChangeConfigurationConfigurationConfigurationConfigurationSLM

M

L

H

L

X

Project Chrysalis – The Approach

Stage 3 Stage 3 Stage 3 Stage 3 ---- 3 way approach for each process:3 way approach for each process:3 way approach for each process:3 way approach for each process:

Culture, Culture, Culture, Culture,

Attitude, Attitude, Attitude, Attitude,

Knowledge and Knowledge and Knowledge and Knowledge and

skillsskillsskillsskills

PeoplePeoplePeoplePeople

skillsskillsskillsskills

Integrated Integrated Integrated Integrated

Service Service Service Service

Management Management Management Management

ToolToolToolTool

ITIL ITIL ITIL ITIL –––– define, define, define, define,

agree, agree, agree, agree,

document document document document

and and and and publicisepublicisepublicisepublicise

TechnologyTechnologyTechnologyTechnologyProcessesProcessesProcessesProcesses

Efficient, Effective and EconomicEfficient, Effective and EconomicEfficient, Effective and EconomicEfficient, Effective and Economic

6 months later………

Incident Management

Problem Management

• All reported incidents accurately documented, prioritised and categorised by the Service Desk in a consistent way.

• Customisation of current SM tool.• Well defined escalation route to major incident process.• Fully documented and published process.

• Initial focus on reactive PM and the ability to link incidents to problem records.

• Fully documented and published process.

Change Management

Configuration Management

Service Level Management

• Refinement of existing process.• Documentation updated.

• Insufficient functionality within existing SM tool. Implementation delayed until phase 2.

• Retention and update of existing asset list in the interim.

• Full IT Service Catalogue.• Availability and support targets set for each key service.• Suite of reports developed to monitor service performance against targets• Fully documented and published process.

Impact of Changes

CommunicationCommunicationCommunicationCommunication • Regular and effective contact Regular and effective contact Regular and effective contact Regular and effective contact between IT and the business.between IT and the business.between IT and the business.between IT and the business.

PerformancePerformancePerformancePerformance • Consistent level of service Consistent level of service Consistent level of service Consistent level of service delivered by IT.delivered by IT.delivered by IT.delivered by IT.

• IT teams more motivated and IT teams more motivated and IT teams more motivated and IT teams more motivated and driven to meet targets.driven to meet targets.driven to meet targets.driven to meet targets.

KnowledgeKnowledgeKnowledgeKnowledge • Business became smarter in Business became smarter in Business became smarter in Business became smarter in relation to their IT requirements.relation to their IT requirements.relation to their IT requirements.relation to their IT requirements.

• IT Service Desk became more IT Service Desk became more IT Service Desk became more IT Service Desk became more confident handling queries and confident handling queries and confident handling queries and confident handling queries and managing business expectations.managing business expectations.managing business expectations.managing business expectations.

UnderstandingUnderstandingUnderstandingUnderstanding Better appreciation of what IT Better appreciation of what IT Better appreciation of what IT Better appreciation of what IT delivered on BOTH sides.delivered on BOTH sides.delivered on BOTH sides.delivered on BOTH sides.

Overall everybody had a better understanding of what was being Overall everybody had a better understanding of what was being Overall everybody had a better understanding of what was being Overall everybody had a better understanding of what was being delivered and what needed to be delivereddelivered and what needed to be delivereddelivered and what needed to be delivereddelivered and what needed to be delivered.

Project Chrysalis - Phase 2

� Replacement of service management tool.Replacement of service management tool.Replacement of service management tool.Replacement of service management tool.

� Implementation of configuration Implementation of configuration Implementation of configuration Implementation of configuration management process.management process.management process.management process.

� Rollout of proactive problem management Rollout of proactive problem management Rollout of proactive problem management Rollout of proactive problem management � Rollout of proactive problem management Rollout of proactive problem management Rollout of proactive problem management Rollout of proactive problem management process.process.process.process.

� Benchmark assessment undertaken.Benchmark assessment undertaken.Benchmark assessment undertaken.Benchmark assessment undertaken.

“We’ve met our targets! What next?”“We’ve met our targets! What next?”“We’ve met our targets! What next?”“We’ve met our targets! What next?”

The missing piece of the jigsaw

� Still a need for a single point of contact for Still a need for a single point of contact for Still a need for a single point of contact for Still a need for a single point of contact for the business to interface into IT.the business to interface into IT.the business to interface into IT.the business to interface into IT.

� A requirement to improve continuous 2A requirement to improve continuous 2A requirement to improve continuous 2A requirement to improve continuous 2----way communication flow.way communication flow.way communication flow.way communication flow.

Sought after conduit for business related Sought after conduit for business related Sought after conduit for business related Sought after conduit for business related � Sought after conduit for business related Sought after conduit for business related Sought after conduit for business related Sought after conduit for business related information to be fed back to IT.information to be fed back to IT.information to be fed back to IT.information to be fed back to IT.

� A clear business requirement for somebody A clear business requirement for somebody A clear business requirement for somebody A clear business requirement for somebody to manage overarching relationship to manage overarching relationship to manage overarching relationship to manage overarching relationship between IT and business to ensure between IT and business to ensure between IT and business to ensure between IT and business to ensure consistency and drive improvements………consistency and drive improvements………consistency and drive improvements………consistency and drive improvements………

Introducing the new Service Manager!

Service Service Service Service Monthly businessMonthly businessMonthly businessMonthly business

manage manage manage manage business critical business critical business critical business critical incidentsincidentsincidentsincidents

Management of Management of Management of Management of suppliers/outsourcers suppliers/outsourcers suppliers/outsourcers suppliers/outsourcers etcetcetcetc

Manage IT risksManage IT risksManage IT risksManage IT risksUnderstand business Understand business Understand business Understand business strategy and goalsstrategy and goalsstrategy and goalsstrategy and goals

CoCoCoCo----ordinate customer satisfaction surveysordinate customer satisfaction surveysordinate customer satisfaction surveysordinate customer satisfaction surveys

Service Service Service Service Catalogue Catalogue Catalogue Catalogue

maintenancemaintenancemaintenancemaintenance

Creation and Creation and Creation and Creation and management of management of management of management of Service Level Service Level Service Level Service Level

Agreements (SLA’s)Agreements (SLA’s)Agreements (SLA’s)Agreements (SLA’s)

Monthly businessMonthly businessMonthly businessMonthly businessService reports andService reports andService reports andService reports andreview meetingsreview meetingsreview meetingsreview meetings

Weekly internalWeekly internalWeekly internalWeekly internalIT operationalIT operationalIT operationalIT operationalreview meetingsreview meetingsreview meetingsreview meetings

Driver of service improvement plans (SIP’s) to establish solutions for Driver of service improvement plans (SIP’s) to establish solutions for Driver of service improvement plans (SIP’s) to establish solutions for Driver of service improvement plans (SIP’s) to establish solutions for underlying IT issues and issues raised via service review meetings.underlying IT issues and issues raised via service review meetings.underlying IT issues and issues raised via service review meetings.underlying IT issues and issues raised via service review meetings.

Future Plans

� Definition and implementation of Definition and implementation of Definition and implementation of Definition and implementation of other service management processes.other service management processes.other service management processes.other service management processes.

� ISO20000 accreditation.ISO20000 accreditation.ISO20000 accreditation.ISO20000 accreditation.� ISO20000 accreditation.ISO20000 accreditation.ISO20000 accreditation.ISO20000 accreditation.

� Continuation of SIP's.Continuation of SIP's.Continuation of SIP's.Continuation of SIP's.

Was it all necessary?� Common Common Common Common set of repeatable and quality processes required to set of repeatable and quality processes required to set of repeatable and quality processes required to set of repeatable and quality processes required to realiserealiserealiserealise

economic benefits of a spate of business mergers and acquisitionseconomic benefits of a spate of business mergers and acquisitionseconomic benefits of a spate of business mergers and acquisitionseconomic benefits of a spate of business mergers and acquisitions....

� UK financial services industry under huge pressure to effectively UK financial services industry under huge pressure to effectively UK financial services industry under huge pressure to effectively UK financial services industry under huge pressure to effectively manage risks manage risks manage risks manage risks ---- risks more easily identifiablerisks more easily identifiablerisks more easily identifiablerisks more easily identifiable....

� Increased control and auditability of our servicesIncreased control and auditability of our servicesIncreased control and auditability of our servicesIncreased control and auditability of our services....

� Significantly reduced risk of IT services being outsourcedSignificantly reduced risk of IT services being outsourcedSignificantly reduced risk of IT services being outsourcedSignificantly reduced risk of IT services being outsourced....

� Enabler to introduce shared services and manage them effectivelyEnabler to introduce shared services and manage them effectivelyEnabler to introduce shared services and manage them effectivelyEnabler to introduce shared services and manage them effectively....� Enabler to introduce shared services and manage them effectivelyEnabler to introduce shared services and manage them effectivelyEnabler to introduce shared services and manage them effectivelyEnabler to introduce shared services and manage them effectively....

� Delivered business benefit by identifying opportunities for the Delivered business benefit by identifying opportunities for the Delivered business benefit by identifying opportunities for the Delivered business benefit by identifying opportunities for the increased exploitation of IT servicesincreased exploitation of IT servicesincreased exploitation of IT servicesincreased exploitation of IT services....

� Demonstrated that IT were good value for money and reduced appetite Demonstrated that IT were good value for money and reduced appetite Demonstrated that IT were good value for money and reduced appetite Demonstrated that IT were good value for money and reduced appetite to look elsewhereto look elsewhereto look elsewhereto look elsewhere....

� ReReReRe----ignited customer satisfaction and business confidence in ITignited customer satisfaction and business confidence in ITignited customer satisfaction and business confidence in ITignited customer satisfaction and business confidence in IT....

In In In In summary, we have demonstrated we are in control of our services!summary, we have demonstrated we are in control of our services!summary, we have demonstrated we are in control of our services!summary, we have demonstrated we are in control of our services!

Hints and Tips� Senior management support is key.Senior management support is key.Senior management support is key.Senior management support is key.

� Interface Interface Interface Interface between IT and business must be able to translate IT speak between IT and business must be able to translate IT speak between IT and business must be able to translate IT speak between IT and business must be able to translate IT speak onto business speak and vice versaonto business speak and vice versaonto business speak and vice versaonto business speak and vice versa....

� Don't try to do everything at once! Start with critical success factors Don't try to do everything at once! Start with critical success factors Don't try to do everything at once! Start with critical success factors Don't try to do everything at once! Start with critical success factors and keep progressingand keep progressingand keep progressingand keep progressing....

� Don't underestimate value of staff buyDon't underestimate value of staff buyDon't underestimate value of staff buyDon't underestimate value of staff buy----in. Education is in. Education is in. Education is in. Education is keykeykeykey to to to to understanding why IT services are being provided, and the impact on understanding why IT services are being provided, and the impact on understanding why IT services are being provided, and the impact on understanding why IT services are being provided, and the impact on

� Don't underestimate value of staff buyDon't underestimate value of staff buyDon't underestimate value of staff buyDon't underestimate value of staff buy----in. Education is in. Education is in. Education is in. Education is keykeykeykey to to to to understanding why IT services are being provided, and the impact on understanding why IT services are being provided, and the impact on understanding why IT services are being provided, and the impact on understanding why IT services are being provided, and the impact on the business of poor service.the business of poor service.the business of poor service.the business of poor service.

� Keep it simple and don't follow every detail. Adopt and adapt the key Keep it simple and don't follow every detail. Adopt and adapt the key Keep it simple and don't follow every detail. Adopt and adapt the key Keep it simple and don't follow every detail. Adopt and adapt the key elements your business needselements your business needselements your business needselements your business needs....

� Focus on keeping customer Focus on keeping customer Focus on keeping customer Focus on keeping customer promisespromisespromisespromises with clear targets to aim for, with clear targets to aim for, with clear targets to aim for, with clear targets to aim for, and from which t progress.and from which t progress.and from which t progress.and from which t progress.

� Use effective processes to drive service management tool Use effective processes to drive service management tool Use effective processes to drive service management tool Use effective processes to drive service management tool functionality functionality functionality functionality ---- not the other way roundnot the other way roundnot the other way roundnot the other way round!!!!

� Sell success!Sell success!Sell success!Sell success!

Thank you for your time.Thank you for your time.Thank you for your time.Thank you for your time.Thank you for your timeThank you for your timeThank you for your timeThank you for your time

Questions?Questions?Questions?Questions?