Courage Center is a Minnesota-based nonprofit rehabilitation and resource center that empowers people with disabilities. It uses a holistic approach across all aspects of life through comprehensive therapies, independent living services, community reintegration programs, and accessible recreation and fitness programs. Courage Center has an inpatient residential program for rehabilitation after brain or spinal cord injury.

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YOU ARE
H
IT Service Management is committed to improving overall customer
satisfaction through communication and cooperation, customer focus,
and ongoing improvement to systems and services
ERE
In This Issue
• Service Management . . . . . . . . . . . . . . . . . . . . . . . . . . . .page 1
• Service Operations Center: A SOC That Rocks . . . . . . . . . . .page 2
• IT Service Management Project Overview . . . . . . . . . . . . . .page 3
• Training is A-Comin’ . . . . . . . . . . . . . . . . . . . . . . . . . . . . .page 3
SERVICE MANAGEMENT • Metrics – What’s in it for my business unit? . . . . . . . . . . . .page 4
by Mary Currier
• Planning for CMMI & ITIL . . . . . . . . . . . . . . . . . . . . . . . . . .page 4
You are here. You Are Here, the theme for our rollout, uses the repeating image of an orange button that suggests points
Welcome. This is where of not only geography (you are here, in this city, on this street, in this building) but also points in time (you
our corporate geography are keeping a fast pace, the pace of doing business, the pace of immediate information.) In our transition, IT
unfolds into story, connec- Service Management has a plan, knows where individuals are in the plan, how to meet their needs and how
tion, and experience.
Where the IT Department’s
to connect to where they live and work within the plan. And we plan to keep you posted. •
design and planning
process pulls places
off the Allianz “map”
and re-casts them into full relief. Where
points of space and place connect and
create better customer service for all of us.
Popular conceptions of geography bring to
mind maps, lit globes, and place names. But
where you are is as much about where you
are going, and the pace or rate at which you
SOMERSET ASSET MANAGEMENT
are traveling. As we have worked to “map
out” the geography of Service Management,
it has occurred to us that corporate geogra-
phy means much more. Of course maps and
place names indicate important geographic
things, but they don’t really get at the nature
of places themselves.
For place is ultimately a matter of the
human experience. What that experience is
has everything to do with who you are,
where you came from, and how you view the
world. For Allianz, the map of our collective
effort to deliver excellent customer service TH E O N G O I N G O B J E C TIVE S O F TH E A LLI A N Z IT D E PA RTM E NT :
begins and ends with you. IT Service • Strengthen operating profitability through a streamlining of processes. • Reduce
Management wants to reach out to all our complexity. • Coordinate outsourcing of services and internal service management
you are
points of for sustainable competitiveness. • Enable a high performance culture through access here
continued on page 4
to and delivery of information. • Facilitate and enhance our Focus on Customers.
IT Service Management • Allianz Insurance Company of North America • P.O. Box 1344, Minneapolis, MN 55416-1297 • www.allianz.com
A New
Perspective