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Cathy A. Kirch, ITIL ExpertAllstate Insurance Company
Maturity Assessment- Friend or Foe?
Session 126
ContentContent
• Allstate Insurance at a Glance
• IT Service Management at Allstate
• Considerations
• Executing a Maturity Assessment
• What will you do with the results?
• Conclusion
Allstate Insurance at a Glance
• The nation's largest publicly held personal lines insurer• A Fortune 100 company, selling 13 major lines of insurance,
including auto, property, life and commercial• Corporate headquarters in Northbrook, Illinois• 2007 revenues more than $36 billion• Insures 17 million households in the U.S. and Canada • Encompasses more than 70,000 professionals with
operations in 49 states and Canada• Technology operations located around the globe
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
• 6,000+ IT professionals• 5,000+ software applications• 100,000+ desktop computers supported
Applications and Services
ContentContent
• Allstate Insurance at a Glance
• IT Service Management at Allstate
• Considerations
• Executing a Maturity Assessment
• What will you do with the results?
• Conclusion
Easier NavigationWhere do we go
for what we need?
IT Service Management at Allstate
Lower CostWhere is the value?
Increase Speed Can we deliver faster?
Check
Governance
Continuous Improvement
Check
Governance
Continuous Improvement
The
BusIness
The
Technology
Planning to Implement Service Management
Applications Management
The BusinessPerspective
ICTInfrastructureManagement
ServiceSupport
ServiceDelivery
SecurityManagement
Statement Weight WeightLevel Compliance Contribution Value 1 ITIL / CobiT Process 10 4 0.00 10
1 1.00 1.00 1.00 2 Process and Practices 10 4 0.00 10
2 1.00 1.00 1.00 3 Internal Control Assurance 10 4 0.00 10
3 0.00 1.00 0.00 4 Process Compliance (External) 10 4 0.00 10
4 0.00 1.00 0.00 5 Process Metrics 10 4 0.00 10
5 0.00 1.00 0.00 6 Process Quality Management 10 4 0.00 10
Maturity Level = 2.0 7 Marketing & Communications 10 4 10.00 10
8 Training and Education 10 4 0.00 10
9 Technology and Automation 10 4 0.00 10
10 ITIL Process Dependencies 10 4 0.00 10
11 0 0.00 0
4 12 0 0.00 0
Configuration Management
Process NameAllstateMaturity Level Assessment
0.00 1.00 0.00 1.00
Com
plia
nt
Com
plia
nt
Not
Com
plia
nt
Not
Com
plia
nt
Mat
urity
Lev
el 3
Maturity Level Calculation
Use ticks 4 for compliance value (4 on the keyboard)
•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
10 ProcessesIn scope
4 Core Active:IM, ChgM,CFM, SLM
Year 1
ITSM COE
Year 3
10 Processes In scope6 Core Active
IM, ChgM, Prblm, CFM, SLM, CapacityM
•SLM/IM deliver Standard Prioritization •Change Reaches ML Defined & Documented•Chg & CFG integrate for Status Accounting•SML/IM SPS•Trained 2 ITIL SM’s
Year 2
10 ProcessesIn scope
6 Core Active:IM, ChgM, Prblm, CFM, SLM,
CapacityM
•Create Process with Compliance Built-in•Standard Documentation•Allstate Financial Assessment & EnrollmentProcess Mgmt teams created•Maturity Levels established•Trained 2 ITIL SMs
ITSM COEITSM COE Formed
IT Service Management at Allstate
During 2008 establishment of ITIL adoption and HP tool replacement were the primary focus. Ending 2008 a maturity assessment was conducted for all processes.
Check
Governance
Continuous Improvement
Check
Governance
Continuous Improvement
Year 5Year 4 Year 6
•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
5 ProcessesIn scope
4 Core Active:IM, Prblm, ChgM, CFM
Availability & BSM align
Service Lifecycle In scope8 Core Active: IM, ChgM, Prblm, CFM,
SLM, Service Catalog, Request Fulfillment, ITSCM
ITSM @ Allstate
•IT AVP receives Case Study of the Year•Enrollment projects•Gap closure projects•Maturity assessment•Final wave for E&T across the organization
ITSM PSE
•ITIL Practitioner of Year•Allstate becomes a Practitioning Company•APT Enrollment Change •Tool Evaluation•IM PM Integration using 6 Sigma•Introduced ITIL V3•Trained 3 ITIL SM
4 Core Process Focus4 Core Active:
ChgM, IM, Prblm, CFM3 addtl. Added: CapacityM,
ICT-deployment, SLM
IT Service Management at Allstate
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
IT Service Management at Allstate
ContentContent
• Allstate Insurance at a Glance
• IT Service Management at Allstate
• Considerations
• Executing a Maturity Assessment
• What will you do with the results?
• Conclusion
Defining the journey:Assessments & Approach• Goal:
– to establish a status relative to a standard or general requirement at a given point in time– to document this status in measurable terms
• Use:– to identify opportunities for continual improvement
• Our approach: – to define our milestones on the journey of ITSM@Allstate– to execute assessments 2005 & 2008– to work on continual service improvement between assessments at the program,process and service level
Considerations
Approach: Getting TractionMaturity Assessment Methodology
Project Mgt
OfficeMaturity
Assessment
Target Maturity
ProjectPlanning
Project Implementation
OperationalExecution
Level 1 – Initial
Level 2 – Repeatable
Level 3 – Defined
Level 4 – Managed
Level 5 – Optimized
Created roadmap and defined a way to measure our maturity levels
Maturity Levels
Considerations
Industry Resources
Considerations
COBIT 4. COBIT 4.
• CobiT- www.isaca.com CobiT 4.1 Excerpt, maturity model for internal control
• Capability Maturity Model Integration (CMMi)
• Gartner• Forrester• Vended Products
Control Objectives for Information and related Technology (COBIT®)
Resource Considerations
Considerations
COBIT 4. COBIT 4.
• People• Audience Analysis• Communication Plan• Venues and Vehicles• Key Messages• Awareness Campaign• Education and Training• Who: Executive Sponsors,
Leadership, Staff, Auditing
• Process• Critical Success Factors• Buy or Build
• Tools• Process Requirements• Survey method• Reporting method
Identify:Vision
StrategyGoals
1. Define what you should measure
5. Analyze data, trends &
plans Targets met,
corrective action
4. Process data with frequency format & system
accuracy
3. Gather data, who, how, when
2. Define what you can measure
6. Present and Use
information, assessment, action plans
7. Implement Corrective
Action
GOALS
ITIL’s 7-step Improvement process @ Allstate
Considerations
What does a process look like at different maturities?
Non-existent 0
Initial 1
Repeatable 2
Defined 3
Managed 4
Optimizing 5
Considerations
What does a process look like at different maturities?
0Non- Existent
1Initial/ Ad Hoc
2Repeatable but Intuitive
3Defined Process
4Managed & Measurable
5Optimized
Haven’tthought of it IT is on board
Process is starting to form
Defined, just not adopted
Showing Business Results
IT shows as an enabler to the business
CHANGE Change is
disruptive to the Business
Recognize the need for Change, practices vary and change causes outages
Understands need for process have an informal Chg process, many follow. Limited impact assessment, when errors occur outage impact often a surprise
Have categorization, prioritization, emergency procedures, chg authorization & release management. Workarounds do take place and unauthorized changes occur which cause disruption
Change process consistently followed, All changes have thorough planning and minimize likelihood of post-production problems. Coordination between chg and business process redesign exists
Change process regularly reviewed and updated with good practices. Tracking identifies unauthorized change, integrated with business change management to ensure that IT is an enabler creating new business opportunities for the organization
ContentContent
• Allstate Insurance at a Glance
• IT Service Management at Allstate
• Considerations
• Executing a Maturity Assessment
• What will you do with the results?
• Conclusion
Preparing• Planning
- Use Project methodology
• Timing- Initial Baseline- Continual improvement- Regular intervals
Executing a Maturity Assessment
• Roles - Coordinator- Assessor- Participants- Report- Generation
Are you ready?
• Skills – The right people in the
right roles– Empathetic– Subject matter expert
• ITIL • Maturity
Assessments• Communications
• Where do you start?– What are you assessing?– Education & Training for
participants– Create rosters– Secure interview rooms– Hold a kickoff– Overview deck– Have a support contact
Executing a Maturity Assessment
Involvement• Management and line staff• ITIL knowledge & process knowledge• Have ITIL reference material available• Limit audience for validation to no more than 8 individuals
Executing a Maturity Assessment
Discoveries
• Track Progress• Send out reminders• Prepare for erosion of
capability• It’s not a pass/fail result• Understand & interpret
responses
Executing a Maturity Assessment
Are you sure you’re ready for a Maturity Assessment?
• Have you considered the culture?• Do you have Executive support?• Is there any competition?• Are the right people involved?• Maturity results 0-5 versus
0-100 scale• Have you had assessment
phobia in the past?
Executing a Maturity Assessment
ContentContent
• Allstate Insurance at a Glance
• IT Service Management at Allstate
• Considerations
• Executing a Maturity Assessment
• What will you do with the results?
• Conclusion
The map to success
• Know where you are• Know where you are going
– Set a clear direction• Use the assessment to support the implementation approach
– Program and Project methodology is key– Supporting metrics, measurements & reporting is a must
• Use Deming approach for CSI
What will you do with the results?
Maturity
Level
Measures
PLAN
ACT
Check
DOGovernance
PLAN
ACT
Check
DO
Continual Improvement
• PLAN - Planning for improvement initiatives- project plan
• DO - Implementation of improvement initiative- project
• CHECK - Monitor, measure and review services and service management processes- audit
• ACT - Continual service and service management process improvement - decisions made: status quo, close the gap or add necessary resources to support another round of PDCA
Time Scale
What will you do with the results?
Reactions and Frequency• What if the results go
down?• Can you explain?• How often should you
assess?– Initial– Continual Service
Improvement– Regular Frequency
What will you do with the results?
0
1
2
3
Year 2 Year 3 Year 4 Year 5 Year 6
Expected outputs and actions• Reports
– Detail for CSI• Describe the process; findings;
conclusions • Include Recommendations for
improvement– High level for Executive Summary
• Involved parties• ITIL definitions• Visual of maturity scores
• Chart your course– Know where you are– Know where you want to be– Initiate projects within a program
What will you do with the results?
Present and use information,summary, and action plans
– Adapt the results to the business
– Different Business Lines- Financial; Investments; Products; Claims
– Define the report
What will you do with the results?
ContentContent
• Allstate Insurance at a Glance
• IT Service Management at Allstate
• Considerations
• Executing a Maturity Assessment
• What will you do with the results?
• Conclusion
• Communicate the purpose• Include:
– Project plan– Kickoff meeting– Reference material – Timeline
• Process Maturity takes time• Show return on investment and value to the business every step of the way• ITIL is an integrated framework – don’t assess or build in silos - consider integration
Conclusion
StrategyStrategy SequenceSequence
AwarenessAwareness PartnershipPartnership
ShowcaseShowcase
Conclusion
Allstate’s Maturity Assessment Process Delivers…
• Strategy: Tie ITIL assessment to your overall business/IT strategy
– change from numbers to values
• Sequence: Don’t try to do it all at once or too often
– year 2 & year 5 in the beginning and a checkpoint
• Awareness: Educate everyone with the essentials of an assessment and create a common language to ease adoption
• Partnership: Leverage early adopters who see the value in creating a path or finding a direction
• Showcase: Gain leadership support by promoting wins that showcase value to the organization at each assessment level
Conclusion
Thank you
Cathy A. Kirch
Maturity Assessments- Friend or FoeSession 126
[email protected](847) 402-4472