The document summarizes Cathy Kirch's presentation on implementing an enterprise change management process at Allstate Insurance. It provides an overview of Allstate, defines enterprise change management, and outlines Allstate's process for implementing an enterprise-wide change management system, including defining goals and metrics, assigning resources, creating a project schedule, planning training, and developing an onboarding process. It emphasizes the benefits of a common change management process and provides examples of metrics and policies that could be used to measure success.
Integrated Project and Solution Delivery And Business Engagement ModelAlan McSweeney
Projects are a continuum from initial concept to planning, design, implementation and management and operation of the implemented solution (and ultimate decommissioning) and across IT and business functions.
Therefore it is important to have an integrated project delivery approach that crosses these core dimensions.
This describes an integrated approach to solution delivery encompassing Stages - project stages/timeline, Activities - IT and business functions/ roles/ activities, Gates - project review and decision gates and Artefacts - project results and deliverables. This combines project management into all other aspects and activities of project and solution delivery:
• Business
• Business Analysis
• Solution Architecture
• Implementation and Delivery
• Test and Quality
• Organisation Readiness
• Service Management
• Infrastructure
It emphasises early business engagement and solution definition and validation to detail a solution that meet a clear and articulated business need that will deliver a realisable and achievable set of business benefits. It ensures that the complexity of what has to be delivered is understood so there is a strong and solid foundation for solution implementation, delivery and management and operation.
This Slideshare presentation is a partial preview of the full business document. To view and download the full document, please go here
https://flevy.com/browse/business-document/itil-process-assessment--service-design-xls-3668
DOCUMENT DESCRIPTION
This Excel spreadsheet system with approx. 400 Questions allows you to conduct a Assessment of ITIL v3 Service Design processes:
1 Design Coordination
2 Service Catalogue Management
3 Service Level Management
4 Supplier Management
5 Availability Management
6 Capacity Management
7 IT Service Continuity Management
8 Information Security Management
Assessment highlights areas that require particular attention and gives you idea on process maturity. It can also be used as a benchmarking mechanism and a boost in creating continual improvement culture for your ITSM / ITIL processes.
The assessment is based on Process maturity framework (PMF), (as recommended in ITIL Service Design book). Maturity rating levels are:
Level 1: Initial
Level 2: Repeatable
Level 3: Defined
(Level 3 +: Deployed )
Level 4: Managed
Level 5: Optimizing
The use of the PMF in the assessment of service management processes relies on an appreciation of the IT organization growth model. At the process level, assessment covered following groups of questions regarding process attributes to establish process maturity:
1. Process performance (outcomes achieved)
2. Performance Management ( activities performed)
3. Work product management ( inputs/outputs)
4. Process Definition ( roles documentation)
5. Process deployment( accepted, performed)
6. Process Measurement
7. Process control
8. Process innovation
9. Process optimisation
Integrated Project and Solution Delivery And Business Engagement ModelAlan McSweeney
Projects are a continuum from initial concept to planning, design, implementation and management and operation of the implemented solution (and ultimate decommissioning) and across IT and business functions.
Therefore it is important to have an integrated project delivery approach that crosses these core dimensions.
This describes an integrated approach to solution delivery encompassing Stages - project stages/timeline, Activities - IT and business functions/ roles/ activities, Gates - project review and decision gates and Artefacts - project results and deliverables. This combines project management into all other aspects and activities of project and solution delivery:
• Business
• Business Analysis
• Solution Architecture
• Implementation and Delivery
• Test and Quality
• Organisation Readiness
• Service Management
• Infrastructure
It emphasises early business engagement and solution definition and validation to detail a solution that meet a clear and articulated business need that will deliver a realisable and achievable set of business benefits. It ensures that the complexity of what has to be delivered is understood so there is a strong and solid foundation for solution implementation, delivery and management and operation.
This Slideshare presentation is a partial preview of the full business document. To view and download the full document, please go here
https://flevy.com/browse/business-document/itil-process-assessment--service-design-xls-3668
DOCUMENT DESCRIPTION
This Excel spreadsheet system with approx. 400 Questions allows you to conduct a Assessment of ITIL v3 Service Design processes:
1 Design Coordination
2 Service Catalogue Management
3 Service Level Management
4 Supplier Management
5 Availability Management
6 Capacity Management
7 IT Service Continuity Management
8 Information Security Management
Assessment highlights areas that require particular attention and gives you idea on process maturity. It can also be used as a benchmarking mechanism and a boost in creating continual improvement culture for your ITSM / ITIL processes.
The assessment is based on Process maturity framework (PMF), (as recommended in ITIL Service Design book). Maturity rating levels are:
Level 1: Initial
Level 2: Repeatable
Level 3: Defined
(Level 3 +: Deployed )
Level 4: Managed
Level 5: Optimizing
The use of the PMF in the assessment of service management processes relies on an appreciation of the IT organization growth model. At the process level, assessment covered following groups of questions regarding process attributes to establish process maturity:
1. Process performance (outcomes achieved)
2. Performance Management ( activities performed)
3. Work product management ( inputs/outputs)
4. Process Definition ( roles documentation)
5. Process deployment( accepted, performed)
6. Process Measurement
7. Process control
8. Process innovation
9. Process optimisation
The ADD is acronym of Assess, Design and Deliver. This is a model, not a framework, that describes how the ITIL consultancy delivers not dictates the consultants to follow. As of the ITIL is a best practices framework, its implementation will vary from organization to another, that keep the consultancy project success ties with delivery approach. So, I tried to put a holistic model starting with assessment through design till delivery.
Agile, DevOps and Business Agility - Is it the same conversation across different stakeholders.
Software-driven business agility...this is why we should invest in Agile, DevOps and IT Transformation!
This Slideshare presentation is a partial preview of the full business document. To view and download the full document, please go here
https://flevy.com/browse/business-document/itil-process-assessment--service-strategy-xls-3666
DOCUMENT DESCRIPTION
This Excel spreadsheet system with approx. 300 Questions allows you to conduct a Assessment of ITIL v3 Service Strategy processes:
1 Strategy Management for IT Services
2 Service Portfolio Management
3 Financial Management for IT Services
4 Demand Management
5 Business Relationship Management
Assessment highlights areas that require particular attention and gives you idea on process maturity. It can also be used as a benchmarking mechanism and a boost in creating continual improvement culture for your ITSM / ITIL processes.
The assessment is based on Process maturity framework (PMF), (as recommended in ITIL Service Design book). Maturity rating levels are:
Level 1: Initial
Level 2: Repeatable
Level 3: Defined
(Level 3 +: Deployed )
Level 4: Managed
Level 5: Optimizing
The use of the PMF in the assessment of service management processes relies on an appreciation of the IT organization growth model. At the process level, assessment covered following groups of questions regarding process attributes to establish process maturity:
1. Process performance (outcomes achieved)
2. Performance Management ( activities performed)
3. Work product management ( inputs/outputs)
4. Process Definition ( roles documentation)
5. Process deployment( accepted, performed)
6. Process Measurement
7. Process control
8. Process innovation
9. Process optimisation
Information Technology Infrastructure LibraryYatish Bathla
Growing dependency of Bussiness world to IT services leads to need of quality that is matched to business needs and User requirements as they emerge ITIL(Information Technology Infrastructure Library) can improve the quality of the service, but at the same time they will be trying to reduce the costs or, at a minimum, maintain costs at the current level. ITIL provides a framework to place existing methods and activities in a structured context.
It provides comprehensive, consistent and coherent set of best practices for IT Management processes.It also promote quality approach to achieve business effectiveness and efficiency in the use of information systems.
Information Technology Service Management (ITSM) Implementation Methodology B...Waqas Tariq
This paper is intended to cover the concept of IT Infrastructure Library (ITIL) v3 and how to implement it in order to increase the efficiency of any Egyptian IT corporate and to help the corporate employees to do their work easily and its clients to feel the quality of services provided to them. ITIL is considered now as the de facto standard for IT Service Management (ITSM) in organizations which operate their business based on IT infrastructure and services. ITIL v3 was implemented in western organizations but still it is a new framework for the Egyptian and Arabian environment. The best proof of the lack of ITSM in the Arab region and not Egypt alone is that the percentage of the companies which have ISO/IEC 20000 are less than 2% of the total certified companies in the whole world and in Egypt no company has it until now as stated on APMG ISO/IEC 20000 website[1]. Accordingly this paper investigates an implementation methodology of ITIL in an Egyptian organization taking into consideration the cultural factors and how it will affect the success of this implementation. We have already implemented this methodology in three Egyptian companies and it succeeded to increase the level of process maturity from level one to level four according the PMF
ITIL, formally an acronym for Information Technology Infrastructure Library, is a set of practices for IT service management (ITSM) that focuses on aligning IT services with the needs of business. In its current form (known as ITIL V3),
RPA (Robotic Process Automation), POA (Process Oriented Architecture) And BPM...Alan McSweeney
RPA (Robotic Process Automation) is an opportunity to add value by creating (partially of completely) automated meta processes that control one or more existing applications to automate the interactions with those applications and thus enable the successful operation of the process.
RPA can reduce manual effort, reduce manuals errors, improve quality, accuracy and ensure consistency. RPA based processes are always available, can respond to changes more quickly and are more scalable that manual processes. They captures process information for reporting, analysis and process improvement and provide greater visibility and control.
Successful RPA is a pre-requisite to exploiting other technologies and approaches such as artificial intelligence.
POA (Process Oriented Architecture) is concerned with linking process areas to actual (desired) interactions – customer (external interacting party) service journeys through the organisation.
BPM (Business Process Management) is the disciplined approach to identify, design, execute, document, measure, monitor and control both automated and non-automated business processes to achieve consistent, targeted results aligned with an organisation’s strategic goals.
Increasing velocity of change means that informal, undocumented expertise makes reaction slow, exceptions are only known and understood locally – process architecture ensures knowledge is documented and change can happen quickly.
A change to digital operations means that internal processes are exposed – the potentially inefficient and manual processes must be made efficient and external interactions must be masked from the internal complexity.
Moving the organisation from one that is internally focussed around its siloed structures to one that is focussed on customer (external interacting party) straight-through interactions.
Automating existing processes requires a structured approach to process analysis.
A structured approach to designing new optimised processes is important to successful RPA implementation.
You are strictly advised to take this drug as per the recommendation and direction of your doctor as well as keep it far away from the reach of kids, teenagers. For more information about sleeping tablets you can visit You are strictly advised to take this drug as per the recommendation and direction of your doctor as well as keep it far away from the reach of kids, teenagers. For more information about sleeping tablets you can visit uksleepingtablets.org
The ADD is acronym of Assess, Design and Deliver. This is a model, not a framework, that describes how the ITIL consultancy delivers not dictates the consultants to follow. As of the ITIL is a best practices framework, its implementation will vary from organization to another, that keep the consultancy project success ties with delivery approach. So, I tried to put a holistic model starting with assessment through design till delivery.
Agile, DevOps and Business Agility - Is it the same conversation across different stakeholders.
Software-driven business agility...this is why we should invest in Agile, DevOps and IT Transformation!
This Slideshare presentation is a partial preview of the full business document. To view and download the full document, please go here
https://flevy.com/browse/business-document/itil-process-assessment--service-strategy-xls-3666
DOCUMENT DESCRIPTION
This Excel spreadsheet system with approx. 300 Questions allows you to conduct a Assessment of ITIL v3 Service Strategy processes:
1 Strategy Management for IT Services
2 Service Portfolio Management
3 Financial Management for IT Services
4 Demand Management
5 Business Relationship Management
Assessment highlights areas that require particular attention and gives you idea on process maturity. It can also be used as a benchmarking mechanism and a boost in creating continual improvement culture for your ITSM / ITIL processes.
The assessment is based on Process maturity framework (PMF), (as recommended in ITIL Service Design book). Maturity rating levels are:
Level 1: Initial
Level 2: Repeatable
Level 3: Defined
(Level 3 +: Deployed )
Level 4: Managed
Level 5: Optimizing
The use of the PMF in the assessment of service management processes relies on an appreciation of the IT organization growth model. At the process level, assessment covered following groups of questions regarding process attributes to establish process maturity:
1. Process performance (outcomes achieved)
2. Performance Management ( activities performed)
3. Work product management ( inputs/outputs)
4. Process Definition ( roles documentation)
5. Process deployment( accepted, performed)
6. Process Measurement
7. Process control
8. Process innovation
9. Process optimisation
Information Technology Infrastructure LibraryYatish Bathla
Growing dependency of Bussiness world to IT services leads to need of quality that is matched to business needs and User requirements as they emerge ITIL(Information Technology Infrastructure Library) can improve the quality of the service, but at the same time they will be trying to reduce the costs or, at a minimum, maintain costs at the current level. ITIL provides a framework to place existing methods and activities in a structured context.
It provides comprehensive, consistent and coherent set of best practices for IT Management processes.It also promote quality approach to achieve business effectiveness and efficiency in the use of information systems.
Information Technology Service Management (ITSM) Implementation Methodology B...Waqas Tariq
This paper is intended to cover the concept of IT Infrastructure Library (ITIL) v3 and how to implement it in order to increase the efficiency of any Egyptian IT corporate and to help the corporate employees to do their work easily and its clients to feel the quality of services provided to them. ITIL is considered now as the de facto standard for IT Service Management (ITSM) in organizations which operate their business based on IT infrastructure and services. ITIL v3 was implemented in western organizations but still it is a new framework for the Egyptian and Arabian environment. The best proof of the lack of ITSM in the Arab region and not Egypt alone is that the percentage of the companies which have ISO/IEC 20000 are less than 2% of the total certified companies in the whole world and in Egypt no company has it until now as stated on APMG ISO/IEC 20000 website[1]. Accordingly this paper investigates an implementation methodology of ITIL in an Egyptian organization taking into consideration the cultural factors and how it will affect the success of this implementation. We have already implemented this methodology in three Egyptian companies and it succeeded to increase the level of process maturity from level one to level four according the PMF
ITIL, formally an acronym for Information Technology Infrastructure Library, is a set of practices for IT service management (ITSM) that focuses on aligning IT services with the needs of business. In its current form (known as ITIL V3),
RPA (Robotic Process Automation), POA (Process Oriented Architecture) And BPM...Alan McSweeney
RPA (Robotic Process Automation) is an opportunity to add value by creating (partially of completely) automated meta processes that control one or more existing applications to automate the interactions with those applications and thus enable the successful operation of the process.
RPA can reduce manual effort, reduce manuals errors, improve quality, accuracy and ensure consistency. RPA based processes are always available, can respond to changes more quickly and are more scalable that manual processes. They captures process information for reporting, analysis and process improvement and provide greater visibility and control.
Successful RPA is a pre-requisite to exploiting other technologies and approaches such as artificial intelligence.
POA (Process Oriented Architecture) is concerned with linking process areas to actual (desired) interactions – customer (external interacting party) service journeys through the organisation.
BPM (Business Process Management) is the disciplined approach to identify, design, execute, document, measure, monitor and control both automated and non-automated business processes to achieve consistent, targeted results aligned with an organisation’s strategic goals.
Increasing velocity of change means that informal, undocumented expertise makes reaction slow, exceptions are only known and understood locally – process architecture ensures knowledge is documented and change can happen quickly.
A change to digital operations means that internal processes are exposed – the potentially inefficient and manual processes must be made efficient and external interactions must be masked from the internal complexity.
Moving the organisation from one that is internally focussed around its siloed structures to one that is focussed on customer (external interacting party) straight-through interactions.
Automating existing processes requires a structured approach to process analysis.
A structured approach to designing new optimised processes is important to successful RPA implementation.
You are strictly advised to take this drug as per the recommendation and direction of your doctor as well as keep it far away from the reach of kids, teenagers. For more information about sleeping tablets you can visit You are strictly advised to take this drug as per the recommendation and direction of your doctor as well as keep it far away from the reach of kids, teenagers. For more information about sleeping tablets you can visit uksleepingtablets.org
If you are looking for stadium bathrooms is provide to bathroom suppliers within the south east of England. We have achieved long lasting and successful relationships with all of our customers and our suppliers.
Is Your Favorite Ice Cream Made With Monsanto's Artificial Hormones?hippievsjock
Ben & Jerry's gets all their milk from dairies that have pledged not to inject their cows with the Monsanto-developed genetically engineered bovine growth hormone (rBGH). Why, then, can't Haagen Dazs, Breyers and Baskin-Robbins do the same?
Electronic deadbolt lock is a lock that is moved by turning a key or knob. In layman terms, it is the type of lock that can be unlocked only by a key. It cannot be tattered easily which resist entry of any anti-social person in your house.
Enterprises operating in India, like their global counterparts face a uniquely challenging set of circumstances. Global economy and market uncertainties reaffirm the importance of strong and responsive management, whatever is the nature of business.
This ever-changing environment requires complete transformation in the way organizations of yesteryears have worked. Enterprises and people need to possess an entirely different set of competencies to sustain, compete and grow. LEADẄYNN aims to help in this crucial requirement.
Learn about the importance of embracing new technology for successful implementation of outcomes measurement by watching this free webinar presented by Maya Romic, Consultant at Results Leadership Group Australia.
By watching this webinar recording you will learn:
Why it is important to invest in new technology for measuring outcomes
How to use technology to implement and maintain outcomes measurement
How the new Results Scorecard® Module in Efforts to Ou
If you're serious in Enterprise Digital Transformation, this deck will provide some insight into the scope of need to have a successful transition.
http://oxygn.co
http://www.slideshare.net/OxygnCo/digital-maturity-model-indicator - Three simple steps to sucessful transition
Presented for ASQ India on 3/22/2016 7PM - 8PM IST (6.30 AM -7.30AM PST). Govind will briefly discuss key changes, new requirements and a high level transition plan. The new standard is more aligned with business than ever. However this new standard also bring challenges for auditing. As a QMS manager, auditor or even a practitioner you will be expected to apply this management system standard at work.
Susan Middleditch, Deputy Director-General, System Support Services, Queensla...Digital Queensland
On 12 June 2013, Susan Middleditch provided an update on the recently announced Queensland Health transformation program that will lead corporate services into the future across the Hospital and Health Services while delivering on recommendations from the from the Government's Blueprint for better healthcare in Queensland and the recent Commission of Audit.
Connect with us:
www.facebook.com/DigitalEconomyQld
https://twitter.com/DigEconQld
The Project Management Professional (PMP)® is the most important industry-recognized certification for project managers. You can find PMPs leading projects in nearly every country and, unlike other certifications that focus on a particular geography or domain, the PMP® is truly global. As a PMP, you can work in virtually any industry, with any methodology and in any location.http://www.examcollectionvce.com/vce-PMP.html
This is a capability introduction document for Continuous Improvement and Innovation By Alan Cay Culler and Richard W. Taylor of the Results-Alliance LLC
Shared services - A Strategic Cost Management PlatformSanjay Chaudhuri
Shared Services Platform (as self defining as it can be) promotes the idea of 'sharing' within an organization or group or may also be provided as 3rd party SBU services.
Creating a Single point of contact for all service deliveries, enabling Cost effective solutions, leverage Automation, optimize workforce and the Speed to fulfillment is the key to success of such organizations.
More and more companies are moving to such platforms and the success rate is very high.
What ISO Management Systems can learn from Balanced Scorecard?PECB
Balanced Scorecard is a Strategy Management System developed by Professors Kaplan and Norton. It is probably the most comprehensive system/tool in the modern world. It allows an organization balance its Strategy across 4 perspectives (Financial, Customer, Internal Process and Learning and Growth Perspectives). It further lets an organization break down each of these 4 perspectives based on 4 criteria which are Objectives, Measures, Target and Initiatives. There is a lot that ISO Implementers and Auditors need to learn from a Balanced Scorecard that will help in better delivering ISO engagements. This webinar will take a critical look at what is Balanced Scorecard and what ISO Consultants need to know to about it.
Main points covered:
• What is a Balance Scorecard?
• How Balance Scorecard allows organization to balance its Strategy across 4 perspectives (Financial, Customer, Internal Process and Learning and Growth Perspectives)
• How an organization breaks down each 4 perspective based on 4 criteria (Objectives, Measures, Target and Initiatives)
Presenter:
This webinar was presented by Orlando Olumide Odejide, who is the Chief Trainer for Training Heights Limited. Orlando is an experienced Enterprise Architect and Programme Director working on various technology solutions including SharePoint, SQL Server, Oracle, SAP, Odoo and Qlikview Technologies for clients in the Financial Services, Government and Manufacturing Sectors.
Link of the recorded session published on YouTube: https://youtu.be/XPPj9XhXl0s
Similar to Enterprise Roleout Change-Kirch Final-compress 2.1 (20)
2. April 30, 20152
AgendaAgenda
• Allstate Insurance at a Glance
• Enterprise Change Management – what is it?
• Implementing an Enterprise Change Management
process
• How do we know we achieved our goal?
3. April 30, 20153
• The nation's largest publicly held personal lines
insurer of homes and autos
• Fortune 100 company, selling 13 major lines of
insurance, including auto, property, life and
commercial
• Corporate headquarters is in Northbrook, Illinois
• Revenues over $33 billion
• More than 20 million customers in the U.S. and
Canada
• Over 40,000 employees with operations in 49 states,
Canada, with technology operations located around
the globe
Allstate Overview
4. April 30, 20154
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
• 10,000+ IT employees
• 5,000+ software applications
• 100,000+ desktop computers supported
Applications and Services
5. April 30, 20155
AgendaAgenda
• Allstate Insurance at a Glance
• Enterprise Change Management –
what is it?
• Implementing an Enterprise Change Management
process
• How do we know we achieved our goal?
6. April 30, 20156
There are a number of Change Management Activities that are used to insure consistency:
• Record the change
• Review the request for change
• Assess & evaluate change
• Categorize & authorize change
• Coordinate change implementation
• Review & close change record
• Process level activities
• Change Level activities
• Pre-recorded change categorizations
• Monitoring and reporting on the implementation
• Reviewing and closing Requests for Change (RFC’s)
Enterprise Change Management - what is it?
The goal of Enterprise Change Management is to ensure that standardized
methods and procedures are used for efficient and prompt handling of all changes
in order to minimize the impact of any related Incidents upon service
7. April 30, 20157
Enterprise Change Management - what is it?
Each Change Management Activity is represented in the high-level process flow for
Enterprise Change Management
Enterprise Change Management Process Flow
8. April 30, 20158
AgendaAgenda
• Allstate Insurance at a Glance
• Enterprise Change Management – what is it?
• Implementing an Enterprise
Change Management process
• How do we know we achieved our goal?
9. April 30, 20159
Research shows that advanced availability requires a rigorous IT
Change Management Process; an average of 80 percent of unplanned application
downtime is caused by application failures and operator errors
Causes of Unplanned Application Downtime
Enterprises desiring 98 percent or
greater application availability
should plan for it during application
design; build in infrastructure
redundancies; and implement
rigorous IT change, problem and
measurement management
processes.
Increasing Application Availability
Source: Gartner Group
Implementing an Enterprise Change
Management Process
10. April 30, 201510
Benefits for the application/business organization:
• Common process language and repeatable procedures - reduce the
learning curve from one area to another
• Increased visibility into support activities - see what is being working on
and where improvements can be made
• Improved visibility to scheduled changes, reduced change collision
• Support metrics - allows for trending analysis and process improvement
• Measurable processes - what’s working, what’s not
• Compliance with regulatory requirements (Change Mgt - SOX)
By having defined and documented procedures you will be able to support
common processes across Application and Infrastructure - Change and
Configuration Management
Implementing an Enterprise Change
Management Process
11. April 30, 201511
Getting Started:
• Gain executive sponsorship
• Staff the project team
• Define the vision, mission and scope
• Understand the current state
• Define the resources: people, process and technology
• Define the measures of success
• Create the project schedule
• Plan for education/training and communication
• Develop a repeatable on boarding approach
When leveraging an Enterprise Change Management Process there is a defined
methodology that should be followed to position a project for success
Note: Examples will be shown for italicized items
Implementing an Enterprise Change
Management Process
12. April 30, 201512
For Allstate Technology & Operations (ATO) to define, implement and leverage
common Change Management and Configuration Management processes, in
support and alignment of the Allstate business objectives and goals
Vision:
Mission:
Define the vision and mission Example
Create a cross-functional team of resources from within ATO to develop and
implement enterprise policies, procedures, tools and automation for the Change
Management and Configuration Management processes. The team will need to
leverage a combined framework of best practices from CMMI, ITIL and CobiT
Implementing an Enterprise Change
Management Process
13. April 30, 201513
Define the scope Example
• Execute an enterprise enrollment for
Allstate services
• Consistency in Change Management
Process and policy
• Formalized roles and responsibilities
• Consistent training for process and tool
• Consistent risk assessment
• Change categorization
Scope:
Implementing an Enterprise Change
Management Process
14. April 30, 201514
Understand the Current State Example
What is the current state?
• Important first step: include a baseline; Allstate’s
Change is at a defined and documented level based on
in-house assessment aligned to CobiT and ITIL
frameworks
Visible evidence of:
• Documented processes and procedures
• Policy statement
• Roles and responsibilities
• Repeatable education and training
• Communications
• Metrics measurement and reporting with remediation
• Change Advisory Board
• Senior Leadership involvement
Key Questions:
Implementing an Enterprise Change
Management Process
15. April 30, 201515
Define the resources: people, process and technology Example
• Project Lead
• Project Manager
• Change Manager
• Configuration Manager
• Change Coordinators
• Configuration Item Owners
• E&T Coordinator
• Communications Coordinator
Assigning Resources:
Implementing an Enterprise Change
Management Process
ECM
People
Process Technology
16. April 30, 201516
Define the measures of success Example
Project Measurements:
Implementing an Enterprise Change
Management Process
• Key Performance Indicator should be
established to manage the implementation
activity
• Culture changes through education, and
project performance chosen and agreed to
by leaders and project team
• Project meetings to gain status and provide
necessary action
• Leadership scorecards will show results
Define the Key Performance Indicators
Gain Alignment of Leaders & Project Staff
Track Progress
Report Progress
17. April 30, 201517
Create the project schedule Example
Project Components:
Implementing an Enterprise Change
Management Process
• Define critical Milestones and
Deliverables
• Define resource, effort, duration, target
dates
• Touch key process areas for Policy, E&T,
Communication and process flow
• Project Initiation
• Execution
- Implementation
- Current State Assessment
• Education & Training
• Closure
18. April 30, 201518
Plan for education/training and communication Example
• Framework education
• Logistics
• Availability of students and instructors
• Measures of success
• Train the trainer
Framework & Role-Based Training:
Implementing an Enterprise Change
Management Process
Define your
tasks, effort,
duration, start
time
19. April 30, 201519
Develop a repeatable on-boarding approach Example
On-Boarding Kit:
Implementing an Enterprise Change
Management Process
• The purpose of the on-boarding kit is to
define a repeatable process that all areas
can leverage
• Utilizes the project schedule format
• Includes tool administration & utilization
• Creates step-by-step change categorization
• Includes categorization approval
20. April 30, 201520
AgendaAgenda
• Allstate Insurance at a Glance
• Enterprise Change Management – what is it?
• Implementing an Enterprise Change Management
process
• How do we know we achieved our
goal?
21. April 30, 201521
There are a number indicators that can be used to determine and communicate a
project’s success
Measurements:
Project schedule
Leadership Scorecard
Training Results
Metrics – number of groups increased
Number of change categorizations created and utilized
Increased change orders/requests
How do we know we achieved our goal?
22. April 30, 201522
Project On-Boarding Status
Present current and planned status
Group 1:
• On plan for Completion
Group 2:
• Honest status – warning signs
Group 3:
• Late Start – execution as promised?
• Developed plans to complete
Project Schedule Example
The scope is to engage and enroll Allstate Technology & Operations into a common
Enterprise Change Management (ECM) process. Includes key deliverables: change
categorization, change orders (USD), policies, procedures and roles and responsibilities
Project Goal
How do we know we achieved our goal?
23. April 30, 201523
Leadership Scorecard Example
The benefits of a scorecard include the visual representation of success,
risks, and dependencies for successful completion
How do we know we achieved our goal?
Cumulative status
relating back to the
initial survey
24. April 30, 201524
Training Results Example
Participants were asked to measure their awareness and understanding of
key concepts related to ITIL for both pre and post ITIL101 Training
How do we know we achieved our goal?
25. April 30, 201525
How do we know we achieved our goal?
Reporting:
• Forward Schedule Calendar expanded
• New change groups established and utilized in the tool
• Application – level reports for upcoming changes, risk, and impact
Visible results of a successful Enterprise rollout
Change Categorization:
Example
26. April 30, 201526
How do we know we achieved our goal?
Visible results of a successful Enterprise rollout
Execution across boundaries, together:
• Joint Change Freeze - support application rollouts
• Heightened awareness and review around all required changes
• Executive-level approval for exception handling
• Specific policy around change freeze
Change Freeze Policy:
• Change Freeze is a general directive to cease all change activity or to highly restrict
change activity on shared infrastructure. The intent of a change freeze is to provide
increased stability to an application or the infrastructure for some period of time.
• Change Chill is a general directive to restrict discretionary change activity.
Discretionary change activity normally has to do with IS internal projects. During a
change chill, changes that are related to client deliverables and security continue to be
done.
Example
27. April 30, 201527
How do we know we achieved our goal?
Increased visibility across
the bridge!
Added dialog between
the groups
28. April 30, 201528
Questions?
Cathy A. Kirch
Allstate Insurance Company
ITIL Service Manager
IPAD, IPRC, IPSR
2006 Practitioner of the Year
Process Consultant
ckirch@allstate.com
Editor's Notes
Talk the agenda-
Enterprise Change Management- leadership brought forth the assignment- year ago
Thank the leadership- joint effort between IT and Application development area of our business as a joint leadership team
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Multi- access integration 1/800 www.
Preparing to serve retirement
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2 quick slides to give you a high level overview of our Enterprise Change Management process.
Our process was originally designed around a different framework and then began to align to the ITIL framework in 2004.
We have taken incremental improvements each year with it being assessed as a defined and documented process in 2006. At that point the process was .
We recognized that we had pockets of Change Management across the organization- in order to come to a common process we had to recognize that to pull it together –break down the silos
Going to walk through these to show how Allstate has valued them and read into them and internalized the meaning to support our business
Record- our centralized repository- comes with required information- drop downs- group information
Local approval necessary to “approve the change”- Local change review boards started cropping up. Localized level of review prior to going to the Enterprise CAB.
The approval includes the assessment that the change is properly categorized and then authorized based on impact, urgency and priority
Coordination of the change includes multiple areas- from the initiator, executor-perhaps our operations staff to the customer for test and signoff
Review & close change record- once the change is installed it has a couple of status it could end up in- installed successful- perhaps backed out- or failed
Process itself must be maintained which requires staff to prepare for SOX compliance, internal audit, metric review and remediation, documentation updates…
Change level activities include repository review, fsc, communications, scheduling
Pre-recorded- such as a standard change for business hosting
Monitoring and reporting- CRS reports-
Reviewing and closing RFC approved or not
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This is our high level process flow for ECM- each process has an aspect of people, process & technology- shown in decomposition and how each one roles up into our Allstate ECM.
How long does this take? 2004-2008 taking on a different framework
All of the activities we walked through on the prior screen map into these 8 steps.
From recording- assessing-classifying- implementation planning- implementation-monitoring & reporting- we then move on to the evaluation of a change- and take those results to analyze and act for a continual process improvement cycle.
There are many other artifacts that support this process-
CAB meetings with minutes
Emergency CAB meetings
Yearly documentation review and certification
Defined Roles for CAB, Change Coordinator, Process Lead, Change Managers, Authorizers, Change initiators, Change Executors as well as supporting roles such as communication specialist, metrics analyst, education & training coordinator,
Before taking on the task of implementing ECM you might want to consider a few things:
Do you have a process that will work in a small scale? We used the IT group- it took us a few years to get through the culture changes, streamline some of the processes and get a true governance view.
Do you have a business need that ECM will help?
Do you have someone in the business who can help champion the cause?
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Walk the slide- research from Gartner-External Validation-
Our organization as well as many others changed after Y2K- the service industry was born- the web had taken off- no more brick and mortar type support.
Instead of 9to5 we had to be ready for 24x7x365- Our channels can be accessed by www - 1/800
Yet industry analysis like this one is telling us that 40% unplanned are Application failure & the other 40% come from operator error.
The other 20% would align to hardware and similar issues.
The key on the right side of the slide- to obtain the 98 % availability you must have a rigorous change management process in place.
Our scope included both Change & Configuration Management in phases-we started in 2004- and taken incremental improvements-We are a large organization on a journey of improvement
Different maturities- Chg moving to managed and measured; Cfg moving toward defined & documented
We rolled out infrastructure first and the refined the process- our next step was to engage the application dev area
Benefits- common approach to the recording and repository of changes- What app/dev was doing was not wrong- actually they all had very good processes, what we were looking for was a common foundation.
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--Executive sponsorship from both sides- in the room PC & MJ
A partnership out the gate- setting new examples
--Staff the project team from both sides- give this some time. The team will need to get to know each other.
Get the team busy by having them define the vision, mission and scope together—this will also highlight if you need to focus on any terminology issues.
Understand the current state- there may be a need to keep doing the current process- at least for a while. There may be a need to modify the existing process to accommodate a new customer.
Look at the resources from different perspectives- people-process & tech.
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Resistance was felt around the frameworks—
APP Dev used CMMI- the question came up why should we use ITIL?
The ITIL folks new ITIL- App Dev new CMMI- we needed to get a common framework –building common knowledge.
What we found was the CMMI maps to CobIT- ITIL Mapped to CobiT using Cobit as a means to our end we were able to find the commonalities and differences between CMI and ITIL.
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This screen is talking about the scope
what
who
Left side is the what
Right breaks out our core areas – or some would call it line of business we serve
Talk each point
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Our process & tool has been around for several years-
This is the process we looked at in the very beginning-what really was the current state.
Folks had been executing the tool for sometime- however we wanted a consistent defined & documented.
On the left –what is our current state?
On the right- what is their current state?
Identify define the gap and the close it
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What resources did we need?
Left the roles-
Walk each one
Right: the area to cover people process technology
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KPI’S- tasks delivered on time; resources committed to the project and the process.
Culture – road shows to our senior leaders; Surveys for E&T
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We approach Project building in an iterative fashion.
Starting out with milestones for the deliver- and then relating the deliverables that will be produced for each milestone and driving out the tasks that are going to be done along with effort & duration.
Part of our process management approach includes 6 core documents- the policy, E&T, Communications, process documents, operations manual, metrics measurement & reporting
We had certain early adopters in our application development organization so we needed to account for the various current states of the areas. As we started to plan the project it was very apparent that one approach would not fit all areas- with that we
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This slide show come of the areas to consider around education & training. This wasn’t a tool implementation for us- we used the enrolment to bring awareness around the program and framework for IT Service Management.
Some time consuming tasks to be aware of are things such as the logistics- getting rooms, creating materials, identifying the audiences.
This is the connecting factor- need to have a core understanding to make the process work- ITIL Framework
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Prepare for the unexpected-
During our implementation our Cab had a transformation in the making- we experienced resource transitions in the midst of our implementation- this was bad and good news- transitions mean opportunities
What worked before was good for the prior scope- what was created through synergies was better.
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Define what is change-
Project Schedule: People- Culture Training
Way to approach our work Project methodology
Leadership Scorecard a way to avoid R2C;
identify additional resources
Training results how to get started – common terminology; team building- understanding each others point of view
Metrics- the gains- importance of change process for risk management- measure the growth of the repository, value of a consistent process; visibility of changes across the enterprise- we called it the “T” in ITIL- Infrastructure Technology included the application stack- presentation layer, business logic, information and data store
Increased changes- connect to tool repository and CMDB
The Glory-
Our scorecard for leadership
Project goal was to stay green- move away from yellow quickly and do not hit red
Looked for warning signs to let our leadership help us with resources or roadblocks such as prioritization
Change is not reporting on things that are Infrastructure only
We have moved beyond the infrastructure and include application /development
Length of disruption- this must be compared to Recovery time objective-
Financial impact- brand image- Customer Satisfaction- legal & regulatory
New CAB members gave us new light
Fresh ideas and improvements
During the change freeze we realized what worked in the past didn’t necessarily work today– how do we do handoffs between application dev / and Infrastructure? Does the IS officer sign off on app changes or just the app area.
We needed a new reporting summary
Monthly communication is standard to provide awareness for financial close- we identify the configuration items that are associated with the processing for the various month end close- SAP- investments- HR This is shared with both Infrastructure and App/Dev
Now we look at changed differently- what does it really mean to the business? Business process and technology process are both identified together
Roles are clear but still evolving
Foundation to move our four core-IM/PM/CM/Cfg to managed & measured; Apply CSI; Prepare for a new tool implementation
Partnerships established- operations and tactical improvements
Summary-
Teams are partnered on a new project
Further role out is planned with a strong foundation in E&T
Review of what worked by the project team fully documented and used as a basis to move forward +/-
Wider Leadership support
Centralized documentation approach
Understanding in other areas of benefits and challenges
Things we could have done different-
Learning in transition- delivery while learning
Including tandem trainers
Testing for measurements- can we gather the measurements