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1
Cathy A. Kirch
Senior Process Consultant - Allstate Insurance Company
18th
Annual International
IT Service Management
Co...
2
Agenda
• Allstate Insurance at a Glance
• Allstate Journey to IT Service Management
• Time & Motion what is it?
• Time &...
Allstate Insurance at a Glance
• The Allstate Corporation is the nation’s largest publicly held
personal lines insurer
• A...
4
Allstate Insurance at a Glance
• High-Speed Networking
• Integration Architecture
• J2EE and .Net
• Large Scale Networks...
5
Agenda
• Allstate Insurance at a Glance
• Allstate Journey to IT Service Management
• Time and Motion what is it?
• Time...
SERVICE STRATEGY
 Strategy Management For
IT Services
 Service Portfolio Management
 Business Relationship
Management
...
7
Agenda
• Allstate Insurance at a Glance
• Allstate Journey to IT Service Management
• Time and Motion what is it?
• Time...
8
Time study is a direct and continuous observation of a task, using a
timekeeping device (e.g., decimal minute stopwatch,...
9
Following is the procedure developed by Mikell Groover for a direct
time study:
1.Define and document the standard metho...
10
Time and Motion what is it?Time and Motion what is it?
Following is the procedure developed for an ITSM direct time stu...
11
Time and Motion what is it?Time and Motion what is it?
What does Time and Motion mean to an ITSM program?
1.After a maj...
12
Agenda
• Allstate Insurance at a Glance
• Allstate Journey to IT Service Management
• Time and Motion what is it?
• Tim...
13
Time and Motion what is the approach?Time and Motion what is the approach?
14
Activities Considerations
Vision, Strategy, and goals
Activity that exists in both tools written
down
Define what you c...
15
Activities Considerations
Analyze data trends and plans
Summary- good or bad? Actions?
Implement corrective action
Pres...
16
Activities Considerations
Recorded process execution in the current tool
Validated measures with UAT of new
system and ...
17
Time and Motion what is the approach?Time and Motion what is the approach?
Old Tool New Tool Q1 New Tool Q2
Time per Re...
Volumetrics
•18
Month Total
Changes
Total Tasks
April
2013
9000 400
May 2013 9050 402
June
2013
8000 389
February
2013
600...
Tool X Q2 measures were taken in July 2013 from:
 Recordings from infrastructure and Functional Groups
Tool X Q1 measures...
New tool Q2 Capabilities New tool Q1
 Familiarity with using New tool
is reflected in shorter usage
times.
 Impacted Bus...
21
Agenda
• Allstate Insurance at a Glance
• Allstate Journey to IT Service Management
• Time and Motion what is it?
• Tim...
Summary/Questions
Implement T&M and process improvement- conduct each release
Time and motion first focuses on process- ti...
Summary/Questions
Metrics that Matter- Executive level; Operational view; Management
level of the process;
Drive key obser...
24
25
Cathy A. Kirch
ckirch@allstate.com
Allstate Insurance Company
Senior Process Consultant
ITIL Expert, Service Manager, I...
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Allstate-T&M for ITSM-Kirch Final ipad

  1. 1. 1 Cathy A. Kirch Senior Process Consultant - Allstate Insurance Company 18th Annual International IT Service Management Conference and Exhibition Time & Motion for ITSM
  2. 2. 2 Agenda • Allstate Insurance at a Glance • Allstate Journey to IT Service Management • Time & Motion what is it? • Time & Motion what is the approach? • Questions
  3. 3. Allstate Insurance at a Glance • The Allstate Corporation is the nation’s largest publicly held personal lines insurer • 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
  4. 4. 4 Allstate 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. 5. 5 Agenda • Allstate Insurance at a Glance • Allstate Journey to IT Service Management • Time and Motion what is it? • Time and Motion what is the approach? • Questions
  6. 6. SERVICE STRATEGY  Strategy Management For IT Services  Service Portfolio Management  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 Management  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 Management CONTINUAL SERVICE IMPROVEMENT  Seven Step Improvement Allstate Journey to IT Service ManagementAllstate Journey to IT Service Management 6
  7. 7. 7 Agenda • Allstate Insurance at a Glance • Allstate Journey to IT Service Management • Time and Motion what is it? • Time and Motion what is the approach? • Questions
  8. 8. 8 Time study is a direct and continuous observation of a task, using a timekeeping device (e.g., decimal minute stopwatch, computer- assisted electronic stopwatch, and videotape camera) to record the time taken to accomplish a task and it is often used when: •there are repetitive work cycles of short to long duration, •wide variety of dissimilar work is performed, or •process control elements constitute a part of the cycle. •We open change records as a task of Risk Management •We open incident records to enhance the customer experience •We open problem records to drive root cause analysis and improve our service support and delivery •New capabilities with release tied to changes Time and Motion what is it?Time and Motion what is it?
  9. 9. 9 Following is the procedure developed by Mikell Groover for a direct time study: 1.Define and document the standard method. 2.Divide the task into work elements. Time the work elements to obtain the observed time for the task. 3.Evaluate the worker’s pace relative to standard performance (performance rating), to determine the normal time. Apply an allowance to the normal time to compute the standard time. The allowance factors that are needed in the work are then added to compute the standard time for the task. Time and Motion what is it?Time and Motion what is it?
  10. 10. 10 Time and Motion what is it?Time and Motion what is it? Following is the procedure developed for an ITSM direct time study: 1.Define and document a repeatable script per process 2.Divide the script into phases, states or activities of the process. 3.Time the work elements to obtain the observed time for the task. 4.Evaluate the worker’s pace relative to standard performance (performance rating), to determine the normal time. Apply an allowance to the normal time to compute the standard time. The allowance factors that are needed in the work are then added to compute the standard time for the task. 5.Factor in volume for the tasks 6.Identify and notate observations, and new capabilities
  11. 11. 11 Time and Motion what is it?Time and Motion what is it? What does Time and Motion mean to an ITSM program? 1.After a major ITSM Tool migration, how will you know if you were successful? 2.Are all processes equal in improvements? 3.Have you modified the tool and reduced efficiencies? 4.How have you impacted your end users in a positive or negative way? 5.Is the tool performing as expected?
  12. 12. 12 Agenda • Allstate Insurance at a Glance • Allstate Journey to IT Service Management • Time and Motion what is it? • Time and Motion what is the approach? • Questions
  13. 13. 13 Time and Motion what is the approach?Time and Motion what is the approach?
  14. 14. 14 Activities Considerations Vision, Strategy, and goals Activity that exists in both tools written down Define what you can measure Define what you should measure Ensure new tools perform as well or better than the current Lifecycle comparisons, activity name changes, end to end Process the data Baseline, post production frequency? Accuracy-the math Must start with the current tool, who, how, when Gather the data Time and Motion what is the approach?Time and Motion what is the approach?
  15. 15. 15 Activities Considerations Analyze data trends and plans Summary- good or bad? Actions? Implement corrective action Present and use the information Stay in scope, apples to apples, expected improvements? Redo measures? Tool enhancements? Start over Time and Motion what is the approach?Time and Motion what is the approach?
  16. 16. 16 Activities Considerations Recorded process execution in the current tool Validated measures with UAT of new system and adjusted The target: clicks, volumetrics and capabilities Process consultants had improvement lists Noted what would be changing Worked on presentation categories Audience analysis Time and Motion what is the approach?Time and Motion what is the approach? Format takes time •Time spent using the tool, multiplied by the number of records per organization, can indicate where efficiencies are gained or lost in comparison.
  17. 17. 17 Time and Motion what is the approach?Time and Motion what is the approach? Old Tool New Tool Q1 New Tool Q2 Time per Record 20:01 12:01 9:13 Data Points 58 36 38 Number of Clicks 93 67 70 •Have you increased/decreased the overall time in the tool? •Are you gathering more/less data? •Are you gaining new capabilities? •Is the tool being modified over time that increases/decreases Efficiency? • Example
  18. 18. Volumetrics •18 Month Total Changes Total Tasks April 2013 9000 400 May 2013 9050 402 June 2013 8000 389 February 2013 6000 * 200 * March 2013 5555 * 199 * • The presentation, broken out by process Time and Motion what is the approach?Time and Motion what is the approach? •* Partial month due to implementation data and release dates • Example
  19. 19. Tool X Q2 measures were taken in July 2013 from:  Recordings from infrastructure and Functional Groups Tool X Q1 measures were taken January 2013 and February 2013 from:  Recordings via the tool with Storage Provisioning and Unix Maintenance and Claims Software & Data Maintenance •19 Tool X Q2 Avg. Time Clicks Tool X(Q1) Avg. time Clicks Avg. Time Delta Clicks Delta Draft 3:33 7 Draft 2:02 7 + 1:31 0 Review 3:28 45 Review 5:04 42 - 1:36 + 3 Approve 0:45 11 Approve 2:34 11 - 1:49 0 Scheduled 0:40 3 Scheduled 1:19 3 - 0:39 0 Completed 0:47 4 Completed 1:01 4 - 0:14 0 TOTAL 9:13 70 TOTAL 12:01 67 - 2:48 + 3 The presentation, is broken out by process Time and Motion what is the approach? • Example
  20. 20. New tool Q2 Capabilities New tool Q1  Familiarity with using New tool is reflected in shorter usage times.  Impacted Business Applications are now auto-populated, reducing time necessary in the tool.  Planned Service Outage time can be reported from change records.  CAB Review average hh:mm minutes per change record (avg. ## records per CAB Meeting) or h:mm hours average CAB meeting • New Tool Tasks may be used similarly but will not counted as production changes • New Tool associates records directly to the appropriate change • New Tool capability allows change record template management distributed through Change Managers • Leadership approvals in New Tool will be logged • CAB Review average H:MM minutes per change record (avg. ## records per CAB Meeting) or H:MM hours average CAB meeting 20 Sample Report: Time and Motion what is the approach?
  21. 21. 21 Agenda • Allstate Insurance at a Glance • Allstate Journey to IT Service Management • Time and Motion what is it? • Time and Motion what is the approach? • Summary / Questions?
  22. 22. Summary/Questions Implement T&M and process improvement- conduct each release Time and motion first focuses on process- time ‘to do’ processes Need to look at the cross process integration- how quick can I associate records and tell the story Business result performance and leadership behaviors 22
  23. 23. Summary/Questions Metrics that Matter- Executive level; Operational view; Management level of the process; Drive key observations and behavior changes Ensure you have good base metrics- in fact a lot of metrics for your baseline; The effort is relevant and worth the time to help make leadership decisions 23
  24. 24. 24
  25. 25. 25 Cathy A. Kirch ckirch@allstate.com Allstate Insurance Company Senior Process Consultant ITIL Expert, Service Manager, ISO20K Consultant Distinguished Professional in Service Management Questions?

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