1. Cathy A. Kirch
15th
Annual International
IT Service Management
Conference and Exhibition
Educating IT Staff Beyond ITIL

2. ITIL® is a Registered Trade Mark of the Office2
AgendaAgenda
• Allstate Insurance at a Glance
• Allstate Journey to IT Service Management
• Competency Model
• Management Practices & Business Curriculums
• Planning IT Education

3. ITIL® is a Registered Trade Mark of the Office3
Allstate Insurance at a Glance
The Allstate Corporation is the nation’s largest publicly held
personal lines insurer.
A fortune 100 company with $132.7 billion in assets.
Allstate sells 13 major lines of insurance, including auto,
property, life and commercial. Allstate also offers retirement
and investment products and banking services.
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
individuals in approximately 17 million households protect
what they have today and better prepare for tomorrow.

4. ITIL® is a Registered Trade Mark of the Office4
Allstate Insurance at a GlanceAllstate Insurance at a Glance
Allstate’s Technology Environment
• 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
• Multiple operating systems
• Multiple technology platforms
• Multiple database systems
• 4,000+ IT professionals
• 5,000+ software applications
• 100,000+ desktop computers supported
Applications and Services

5. ITIL® is a Registered Trade Mark of the Office5
AgendaAgenda
• Allstate Insurance at a Glance
• Allstate Journey to IT Service
Management
• Competency Model
• Management Practices & Business Curriculums
• Planning IT Education

6. ITIL® is a Registered Trade Mark of the Office6
Easier
Navigation
Where do we go
for what we need?
IT Service Management at Allstate
Lower Cost
Where is the value?
Increase Speed
Can we deliver faster?

7. ITIL® is a Registered Trade Mark of the Office7
2008 - BSM
 How can we leverage our Enterprise goal to adopt ITIL and
to increase availability?
 How do we roll out/train ITSM tool with 5000+ users active?
 Are all problems created equal? Where are we?
2004 - SMCOE
 How do we build the Process behind the Process?
 Red to green – can we improve Incident Classification?
 How do we define Education & Training program in IT?
2005 - ITSM @
Allstate
 How do we build the process with governance built in?
 What does standard documentation look like?
 How do we create process policies?
2006 - ITSM @
Allstate/Availability
Mgmt
 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?
2007 - Availability
Management
 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?
ITIL – Key Questions on the Journey
IT Service Management at Allstate
2009 - BSM  How do we survive the economy?
2010 - BSM  What new Processes do we need to enhance Availability?

8. ITIL® is a Registered Trade Mark of the Office8
•Current State assessment
•Processes Behind the
Process created
•Training council formed
•Trained 3 ITIL Service Mgrs
•Initial CobiT mapping
•1st
IT Project Mgmt Office created
•V2 Roadmap created
•Maturity Approach & Metrics
Defined
Year 1
ITSM COE
Year 3
•SLM/IM deliver Standard
Prioritization Schema
•Change Reaches ML
Defined & Documented
•Chg & CFG integrate for
Status Accounting
•Trained 2 ITIL Service Mgrs
•Process Metrics pursued
Year 2
•Create Process with
Compliance Built-in
•Standard Documentation
•Allstate Financial
Assessment & Enrollment
Process Mgmt teams created
• Maturity Levels established
•Trained 2 ITIL Service Mgrs
•Process Metric approach defined
ITSM COEITSM COE Formed
IT Service Management at Allstate
Year 4 Year 5 Year 6
ITSM PSE Availability & BSM align ITSM @ Allstate
•Operational Approach
•ITIL Practitioner of the Year
•Allstate becomes a
Practitioning Company
• Applications Enrollment Change
•Tool Evaluation
•IM PM Integration using 6 Sigma
•Introduced ITIL V3
•Trained 3 ITIL Service Mgrs
•Process Metrics pursued
•ITIL Project of the Year
•Allstate Technology & Operations
Goal to implement ITSM
•SM Tool replacement
•New Metrics defined
•ITIL Adoption assessment
•Big year in E&T across
the organization
•Processes assessed metrics
provided of the journey/program
•Centralized efforts
•IT AVP receives Case Study
of the Year award
•Enrollment projects
•Gap closure projects
• E&T across the organization
•12 ITIL Service Mgrs bridged to
ITIL Expert
•Service Providers training in
ITIL 101

9. ITIL® is a Registered Trade Mark of the Office9
• During 2010 Process Owners were brought back together as one team.
• IT Service Management was defined as a job family, consisting of Service Managers, Process
Owners and Process Analysts
Year 7
ITSM @
Allstate
•Availability # 1
•Kickoff Event, Release
•IM, PM Internal Audit
•External Review
•Metrics that matter
•V3 Intermediate Training
•Application Mgmt launches
IT Service Management at Allstate
Active Processes:
• Incident
• Change
• Problem
• Configuration
Governance
Continuous Improvement
Governance
Continuous Improvement
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
Startup Processes:
• Request
• Release
• Event
•Leadership
Transformation

10. ITIL® is a Registered Trade Mark of the Office10
AgendaAgenda
• Allstate Insurance at a Glance
• Allstate Journey to IT Service Management
• Competency Model
• Management Practices & Business Curriculums
• Planning IT Education

11. ITIL® is a Registered Trade Mark of the Office11
Competency model
Competencies are characteristics which drive outstanding
performance in a given job, role or function. A competency model
refers to a group of competencies required in a particular job
and usually number 7 to 9 in total. The number and type of
competencies in a model will depend upon the nature and
complexity of work along with the culture and values of the
organization in which the work takes place.
What does the profile of a good rounded ITIL leader look like?
Competency Model

12. ITIL® is a Registered Trade Mark of the Office12
Business
Analyst
(BA)
Systems
Analyst
(SA)
Project
Manager
(PM)
• Business Requirements
Definition
• Business Knowledge
• Business Analysis
• Change Management
• Internal Consulting
• Facilitation
• Application Systems Analysis
• Application System Architecture
• Application Systems Design
• Business Systems Architecture
• Business Knowledge
• Change Management (technical)
• IT Architecture
• Technology Industry Knowledge
• Project Communications
• Project Control/Implementation
• Project Leadership
• Project Planning
• Scope Control and Change
Management
• Project Estimating
• Project Issues Management
• Project Quality Assurance
• Internal Consulting
Primary Competencies (in bold) – Competencies recognized as highly important to the role
Secondary Competencies – Competencies recognized as important to the role
Competency Model

13. ITIL® is a Registered Trade Mark of the Office13
• Julie’s work aligns primarily to the Project Manager role
Julie’s Major and Minor Roles
• Her Major Role is a
• Her Minor Role is a
Julie’s Competencies
•Communications
•Project Control / Implementation
•Project Leadership
•Project Planning
•Scope Control & Change Mgmt
Primary
•Project Estimating
•Issues Management
•Project Quality Assurance
•Internal Consulting
SecondaryProject Manager
Project Manager
Competency Model

14. ITIL® is a Registered Trade Mark of the Office14
Competency Model
Process Reengineering Analyst:
Business Analysis
Business Knowledge
Change Management
Facilitation
Internal Consulting
Project Control/Implementation
Project Planning
ITIL Framework
Project Manager:
Business Analysis
Business Knowledge
Change Management
Facilitation
Internal Consulting
Project Control/Implementation
Project Planning
ITIL Framework
Service Manager:
Business Analysis
Business Knowledge
Change Management
Facilitation
Influencing
Project Control/Implementation
Project Planning
ITIL Framework
Delivery Manager:
Business Analysis
Business Knowledge
Change Management
Facilitation
Internal Consulting
Project Control/Implementation
Project Planning
ITIL Framework

15. ITIL® is a Registered Trade Mark of the Office15
AgendaAgenda
• Allstate Insurance at a Glance
• Allstate Journey to IT Service Management
• Competency Model
• Management Practices & Business
Curriculums
• Planning IT Education

16. ITIL® is a Registered Trade Mark of the Office16
Management Practices
Roles:
Project Managers
Delivery Managers
Service Managers
Practices:
Internal Consulting (SM)
Expense & Resource Management (DM)
Facilitation (DM)
Influencing (DM-SM)
Communications (DM)
Business Acumen (DM-SM)
Delivery Leadership (DM-SM)
Self Awareness (DM-SM)
Strategic Thinking (SM)
Technology/Industry Knowledge (SM)
Thriving in Change (SM)
Business Curriculums
Instructor led courses
Web based courses
Books
Webinar
Mentors
Management Practices & Business
Curriculums

17. ITIL® is a Registered Trade Mark of the Office17
Example of learning options:
Internal Consulting:
Course: 7 Habits of Highly Effective People
Book: Getting Things Done, David Allen
Web: Negotiation Skills Articles & Newsletters; Toastmasters Intnl
Mentor: Shadow senior level team member; study skills
External: Consulting Skills for IT Professionals
Management Practices & Business
Curriculums

18. ITIL® is a Registered Trade Mark of the Office18
Example of learning options:
Facilitation:
Courses: Business Meeting Skills
Facilitating for Results
Book: The Secrets of Facilitation by Michael Wilkinson
The Consensus Building Handbook: A Comprehensive
Guide to Reaching Agreement by Susskind, L.,
ed., McKearnen, S., and Thomas-Larmer J.
Web: Negotiation Skills Articles & Newsletters; Toastmasters Intnl
On the Job:
* Write down the three - five key messages that are critical to a meeting and check off
the key messages as they are communicated
* After creating a meeting agenda, for each topic ask: does this topic tie to the meeting
objectives and will it help achieve the desired outcomes? If not, consider dropping
the topic from the agenda
* Facilitate a portion of a workshop or meeting involving challenging relationships or
difficult topics under the direction of a more senior team member; ask for feedback
from a peer after the meeting on effectiveness
Management Practices & Business
Curriculums

19. ITIL® is a Registered Trade Mark of the Office19
Example of learning options:
Influencing:
Courses: Influencing for Win Win Outcomes
Book: Influencing Others: A Handbook of Persuasive Strategies by
William Nothstine
Working with Emotional Intelligence by Daniel Goleman
Influence without Authority by Alan R. Cohen and David L. Bradford
Web: Influencing with Integrity
On the Job:
*Ask for feedback on how a conflict or heated situation was
handled from a third party observer
*Identify a specific person who has an influence on the outcomes
of your work and your success and consciously develop a
relationship with him/her
Management Practices & Business
Curriculums

20. ITIL® is a Registered Trade Mark of the Office20
AgendaAgenda
• Allstate Insurance at a Glance
• Allstate Journey to IT Service Management
• Management Practices & Business Curriculums
• Competency Model
• Planning IT Education

21. ITIL® is a Registered Trade Mark of the Office21 21
5 5
ITIL Diploma AchievedITIL Diploma Achieved
AdvancedAdvanced
SMSM
ProfessionalProfessional
DiplomaDiploma
Managing through the LifecycleManaging through the Lifecycle
IT Service Lifecycle ModulesIT Service Lifecycle Modules IT Service Capability ModulesIT Service Capability Modules
ITIL Foundation for Service ManagementITIL Foundation for Service Management
ITIL Certification - V3 Structure
LIFECYCLE
BASED
PROCESS
/ROLE
BASED
How to navigate ITIL training

22. ITIL® is a Registered Trade Mark of the Office22
What is the Vision?What is the Vision?
Training PlanTraining Plan
Gap Analysis and goalGap Analysis and goal
Skills AssessmentSkills Assessment
Where do you want to
be?
Where do you want to
be?
How do you get there?How do you get there?
Did you get there?Did you get there? Skill AssessmentSkill Assessment
What role/ position do
you need?
What role/ position do
you need?
Where are you now?Where are you now?
How do we keep
the momentum
going?
How do we keep
the momentum
going?
Planning IT Education

23. ITIL® is a Registered Trade Mark of the Office23
Business Acumen
Project Communications
Project Delivery Leadership
Facilitation
Influencing
Internal Consulting
Project Oversight
Project Control / Implementation
Project Estimating
Project Issues Management
Project Planning
Project Quality Assurance
Scope Control and Change
Management
What role – position do you need?
Project Management Competencies:
Planning IT Education

24. ITIL® is a Registered Trade Mark of the Office24
Example 1 – 5
Here are descriptions of each proficiency level for
the functional competencies:
0 - Not demonstrated/not observed
1 - Training or light experience
2 - Basic proficiency
3 - Mastery/fully functional
4 - Company expert/functional leadership
5 - Industry expert/strategic leadership
If someone is assessed at a proficiency level of 3 (mastery), that means the
individual has demonstrated the competency level beyond 2 (basic proficiency). It
would be rare to have someone assessed at a 5 (industry expert/strategic
leadership) because it represents advanced industry expertise.
Skills Assessment – Define Proficiency Levels
Planning IT Education

25. ITIL® is a Registered Trade Mark of the Office25
Planning IT Education
Learning Paths are …
tools that support professional
growth
consistent starting points to find
development activities aligned to the
competencies
a series of formal and informal
development activities
a collaboration of ideas from internal
and external sources
living documents that will be revised
as needed to include updated
information
tools best used as the employee
sees fit
Learning Paths are NOT…
all inclusive of any and all
development activities
required
checklists of “to-do’s”
a passage to an increased
proficiency level or a promotion
based on completion of the
development activities identified
required or complete lists of training
courses
static and never changing
Gap Analysis and Goal through a Learning Path

26. ITIL® is a Registered Trade Mark of the Office26
How to achieve proficiencies through learning
paths:
Various courses- online, classroom
Informal Development/On the Job
Experience
Book Study
Magazines
Web Sites
Mentoring/Coaching
External Training Class/Workshop
Training Plan
Planning IT Education

27. ITIL® is a Registered Trade Mark of the Office27
Planning IT Education
How to get the most out of a
Learning Path….
Formal Development
Online Courses and Workshops
• Search the catalog for more
courses or workshops.
• Complete the entire course or
complete only the sections that
apply to you
• Develop a plan on how to use the
knowledge learned
External Training Class/Workshop
• Do your research: make sure the
class/workshop will cover what
you need
• Develop a plan on how you will
apply and/or share the
knowledge/skill
Book Study, Magazines, Professional
Organizations and Web Sites:
• Books, magazines, and Web sites
are listed as a "best fit" within the
proficiency level.
• Consider forming a book/study
group with peers who may want
learn and share the same
knowledge
External Conferences and Seminars
• Create a schedule of events you
will attend (if attending with another
colleague, consider choosing and
attending separate events and then
share the information with each
other

28. ITIL® is a Registered Trade Mark of the Office28
Planning IT Education
How to Plan the individual development

29. ITIL® is a Registered Trade Mark of the Office29
What is the Vision?What is the Vision?
Training PlanTraining Plan
Gap Analysis and goalGap Analysis and goal
Skills AssessmentSkills Assessment
Where do you want to
be?
Where do you want to
be?
How do you get there?How do you get there?
Did you get there?Did you get there? Skill AssessmentSkill Assessment
What role/ position do
you hold or want to
achieve?
What role/ position do
you hold or want to
achieve?
Where are you now?Where are you now?
How do we keep
the momentum
going?
How do we keep
the momentum
going?
Planning IT Education

30. 30
Questions?
Cathy A. Kirch
Allstate Insurance Company
Process Consultant
Distinguished Professional
in IT Service Management priSM(R)
2007 Project of the Year
2006 Practitioner of the Year
V3 ITIL Expert & Intermediate CSI & Service Transition
V2 Service Manager & Practitioner SR, RC, PI, AD
Designations