Allstate-An ITSM Journey Final
- 1. 1 Cathy A. Kirch Senior Process Consultant - Allstate Insurance Company 17th Annual International IT Service Management Conference and Exhibition An ITSM Journey
- 2. ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.2 AgendaAgenda • Allstate Insurance at a Glance • Allstate Journey to IT Service Management • Evolution of ITSM • Proven Practices • Key Integration points • Questions
- 3. 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.
- 4. 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
- 5. ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.5 AgendaAgenda • Allstate Insurance at a Glance • Allstate Journey to IT Service Management • Evolution of ITSM • Proven Practices • Key Integration points • Questions
- 6. 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 costsYou need to be faster
- 7. •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…
- 8. Program ConsistencyProgram Consistency Processes • 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…
- 9. Statement Weight Weight Level Compliance Contribution Value 1 ITIL / CobiT Process 10 0.00 10 1 1.00 1.00 1.00 2 Process and Practices 10 0.00 10 2 1.00 1.00 1.00 3 Internal Control Assurance 10 0.00 10 3 0.00 1.00 0.00 4 Process Compliance (External) 10 0.00 10 4 0.00 1.00 0.00 5 Process Metrics 10 0.00 10 5 0.00 1.00 0.00 6 Process Quality Management 10 0.00 10 Maturity Level = 2.0 7 Marketing & Communications 10 10.00 10 8 Training and Education 10 0.00 10 9 Technology and Automation 10 0.00 10 10 ITIL Process Dependencies 10 0.00 10 11 0 0.00 0 12 0 0.00 0 Configuration Management Process NameAllstate Maturity Level Assessment 0.00 1.00 0.00 1.00 Compliant Compliant NotCompliant NotCompliant MaturityLevel3 Maturity Level Calculation Use ticks for compliance value (4 on the keyboard) ITSM COE Year 3 10 Processes In scope 6 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 Governance Continuous Improvement Governance Continuous Improvement Year 2 10 Processes In scope 6 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 T h e B u s I n e s s T h e T e c h n o l o g y Planning to Implement Service Management Applications Management The Business Perspective ICT Infrastructure Management Service Support Service Delivery Security Management • 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
- 10. 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 scope 4 Core Active IM, Problem, Change_M, CFM Availability & BSM align Year 6 Service Lifecycle In scope 8 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 Focus 4 Core Active Change_M, IM, Problem, CFM 3 additional added Capacity_M, ICT-deployment, SLM Governance Continuous Improvement 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
- 11. Governance Continuous Improvement 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 Focus 4 Core Active Change_M, IM, Problem, CFM 3 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 Active IM, 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 Ownership Lifecycle In scope 8 Core Active IM, 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
- 12. 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
- 13. ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.13 AgendaAgenda • Allstate Insurance at a Glance • Allstate Journey to IT Service Management • Evolution of ITSM • Proven Practices • Key Integration points • Questions
- 14. 20042004 Service 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? 20052005 ITSM 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? 20062006 ITSM 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 ITSMEvolution 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
- 15. First Generation (1939-1954) vacuum tube Second Generation Computers (1954 -1959) transistor Evolution of ITSMEvolution of ITSM ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.15
- 16. 20072007 Availability 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 20082008 BSM 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 ITSMEvolution of ITSM 20092009 BSM 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?
- 17. 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
- 18. 20102010 BSM + 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 20112011 Virtual 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 ITSMEvolution of ITSM New Executive Vice President 20122012 Production 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?
- 19. Fourth Generation (1971-1991) microprocessor Evolution of ITSMEvolution of ITSM ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.19
- 20. 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 ITSMEvolution of ITSM ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.20
- 21. ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.21 AgendaAgenda • Allstate Insurance at a Glance • Allstate Journey to IT Service Management • Evolution of ITSM • Proven Practices • Key Integration points • Questions
- 22. 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
- 23. 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
- 24. 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
- 25. Proven PracticesProven Practices ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.25
- 26. 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 leadership Measures and reports enabling governance of process, compliance, and monitor against these measures Measure and report Frameworks Ensure Complimentary not competing efforts and direction
- 27. 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 Project Planning Project Implementation Operational Execution ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.27
- 28. Defining the Journey Assessments 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
- 29. Compliance Is there a Release strategy, calendar, records, process flow, policy? Performance Are we delivering releases/change faster and at optimum cost and minimized risk? Quality Can 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 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
- 30. 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
- 31. ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.31 ProvenProven PracticesPractices 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
- 32. ATO Area 1 Area 2 Area 3 IS Area 4 Area 5 PM (area PM) PM PM PM PM PM P C P C P C P C P A P A P A P A P A P A P A P A P A P A P A P A P A P A P A P A 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 Manager PC – Process Coordinator PA – Process Analyst Process Governance Committee 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.
- 33. ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.33 AgendaAgenda • Allstate Insurance at a Glance • Allstate Journey to IT Service Management • Evolution of ITSM • Proven Practices • Key Integration points • Questions
- 34. 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 IntegrationProcess Integration ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.34
- 35. ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.35 Cathy A. Kirch Allstate Insurance Company Senior Process Consultant ITSM@Allstate Questions?