Allstate-An ITSM Journey Final

1
Cathy A. Kirch
Senior Process Consultant - Allstate Insurance Company
17th
Annual International
IT 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
AgendaAgenda
• 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.

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

AgendaAgenda
• Questions

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

•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
Along the way…

Program ConsistencyProgram Consistency
Processes
• Change, Incident
• Problem, Configuration Mgmt, Event
• Release, SLM
Roles
• Process Owners, Process Managers,
Process Consultant
Along the way…

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
Year 2
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
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
4 Core Active
IM, Change_M, CFM, SLM
Year 1
ITSM COE Formed
IT Service Management at AllstateIT Service Management at Allstate

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
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
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
4 Core Process Focus
4 Core Active
Change_M, IM, Problem, CFM
3 additional added
Capacity_M, ICT-deployment,
SLM
Governance
Governance

Governance
Governance
• Allstate Technology &
Operations Goal
• Processes assessed
• ITSM Consultant receives Case
Study of the Year
• SM Tool Replacement
• Production Process Council
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
Year 8
8 Core Active
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
Year 9
Decentralized Ownership
Lifecycle In scope
8 Core Active
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

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

AgendaAgenda
• Questions

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
One organization launched for Allstate Technology and Operations

First Generation
(1939-1954)
vacuum tube
Second Generation
Computers
(1954 -1959)
transistor

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?
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?
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?

Third Generation
Computers
(1959 -1971)

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?
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?

Fourth Generation
(1971-1991)
microprocessor

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)

AgendaAgenda
• Questions

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
Corrective Action
• Communications
• Education &Training
• Policies & Procedures
• Performance Management
• Design & Execution

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

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

What does a process
look like at different
maturities?
Non-existent 0
Initial 1
Repeatable 2
Defined 3
Managed 4
Optimizing 5
Project
Mgt
Office
Maturity
Assessment
Target
Maturity
Project
Planning
Project
Implementation
Operational
Execution

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

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?

CobiT® Six Sigma
PMBOKCMMI-Dev®
Frameworks
ITIL®/ITSM

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

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

AgendaAgenda
• 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 IntegrationProcess Integration

Cathy A. Kirch
Allstate Insurance Company
Senior Process Consultant
ITSM@Allstate
Questions?

Allstate-An ITSM Journey Final

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