allstate- kirch app mgmt -final

Cathy A. Kirch

16th Annual InternationalIT Service Management

Conference and Exhibition

Application Management… A critical part of the overallService Management Lifecycle

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

• Application Management Defined

• Application Management in the Organization

• Summary and Questions


Allstate at a Glance

• The Allstate Corporation is the nation’s largest publicly held personal lines insurer.

• A fortune 100 company with $133 billion in assets.

• Allstate sells 13 major lines of insurance, including auto, property, life and commercial. Allstate also offers retirement and investment products and banking services.

• 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 individuals in approximately 17 million households protect what they have today and better prepare for tomorrow.


Allstate 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

• 3,500+ IT professionals• 5,000+ software applications• 100,000+ desktop computers supported

Applications and Services


AgendaAgenda





• Summary & Questions

2004 – Service ManagementCOE

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?

2005 - 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?

2006 - ITSM at Allstate/AvailabilityManagement

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?

2007 - Availability Management

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?

Allstate Journey to IT Service Management


2008 - 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?

2009 - 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?

2010 - 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?

2011 - 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?



Benefits and capabilities for the organization:

• Common roles and responsibilities across the enterprise• Common process language and repeatable procedures - reduce the learning curve from

one area to another• Increased visibility into change activities • Reduced change collisions • Recording of authorized changes to aid resolution that improve Incident activities• Enterprise prioritization classification• Faster mean time to repair • Support metrics that allows for continued improvement• Compliance with regulatory requirements (i.e. SOX)• Common repository for approved changes and reporting• Release audit repository• Release aligned to business capacity for absorption of change• Defined event alerting approach



9

2012 Priorities

• Availability

• Upgrade ITSM tool - Incident, Problem, Change, Release and Configuration Management System

• Expand release and deployment maturity/adoption

• Expand the ITSM program to focus on services, culture and capabilities

• IT Service Management a strategic focus ensuring Senior Leadership involvement and commitment

• Continued education and training

• Ensuring service utility, warranty, and availability

• Fully leveraging tools and technology

• Functioning efficiently as a well-oiled machine across ATO

• Continually improving services in anticipation of business needs

• Enabling success through consistent and repeatable processes

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

Allstate Journey to IT Service Management The ITSM Vision is to

seamlessly enable superior

business services for our

customers by:

The ITSM Vision is to

seamlessly enable superior

business services for our

customers by:


AgendaAgenda







Application Management Defined

Service Management • Service Management is a set of specialized organizational capabilities for providing

value to customers in the form of services

Services • A service is a means of delivering value to customers by facilitating outcomes

customers want to achieve without the ownership of specific costs and risks.

IT Service Management • IT Service Management is the implementation and management of quality IT

Services that meet the needs of the business.• IT Service Management is performed by IT Service Providers through an appropriate

mix of people, process, information technology and suppliers.


ITIL • ITIL is the most widely adopted

guidance for IT Service Management worldwide. It is non-proprietary best practice that can be adapted for use in all business and organizational environments.

• ITIL adopts a ‘lifecycle’ approach to IT services, focusing on practices for:• Service Strategy• Service Design• Service Transition• Service Operation• Continual Service Improvement

(CSI). • Aspects of Application Management

show up in all five volumes of the core guidance.



Application Management

• Responsible for managing applications throughout their lifecycle

• An organizational function that provides support and maintains operational applications

• Plays important role in design, testing and improvement of applications that form part of IT services

Application Resources within application management provide the technical capability and expertise to manage the entire service lifecycle

Application Portfolio consists of applications in use within the organization.

such as key attributes, customers and users; business purpose; level of business criticality; architecture; developers, investment made to date



• IT Service Management

ITIL

BusinessManagement

Users

Business Information

Management

ApplicationManagement

InfrastructureManagement

Application Development

Infrastructure Manufacturing




• Application Management Lifecycle• Application Management Lifecycle

• Service Management Lifecycle• Service Management Lifecycle

Application DevelopmentApplication Development

Application ManagementApplication Management

Application Requirements

Application Specifications

Application Build and

Test

ApplicationDeployment

Activities

Application Soultion

Improvement Activities

InfrastructureRequirements

Application InfrastructureSupporting

Specifications

Application Infrastructure

Build and Test

Application Infrastructure Deployment

Activities

Application Operational

Activities


Service Design Service Transition Service Operation CSI

Requirements OptimizeOperateDeployDesign Build

Application Requirements

Application Specifications

Application Build and

Test

ApplicationDeployment

Activities

Application Soultion


InfrastructureRequirements

Application InfrastructureSupporting

Specifications

Application Infrastructure

Build and Test

Application Infrastructure Deployment

Activities

Application Operational

Activities


Service Design Service Transition Service Operation CSI

Requirements OptimizeOperateDeployDesign Build


• ITIL® V3 and ASL White Paper 01/2008



• Objectives: • Support the organizations business processes by helping to

identify functional and manageability requirements for application software

• Assist in the design and deployment of the applications as well as the ongoing support and improvement of those applications

• Focus on ensuring that:– Applications are well designed, resilient and cost-effective.– The required functionality is available to achieve the

required business outcome.– The organization has adequate technical skills to maintain

operational applications. – There is swift use of technical skills to diagnose and

resolve any technical failures that do occur.



• Application Management consists of two key focal points:

• Application Development is responsible for the creation of new application software and databases to support business requirements.

• Service Management focuses on activities that are involved with deployment, operation, support and optimization of the application.



© Crown copyright 2007 Reproduced under license from OGC Based on Figures 6.5 and 6.6 Service Operation

Application DevelopmentApplication Development

Application ManagementApplication Management

Roles of teams in the Application Management Lifecycle

Roles of teams in the Application Management Lifecycle

Build &Test

Build &Test

DeployDeploy

OptimizeOptimize

OperateOperate

DeployDeploy

DesignDesign

RequirementsRequirements

IT Service Management Strategy, Design,

Transition& Improvement





OptimizeOptimize

OperateOperate

DeployDeployDeployDeploy

Analyze / Design

Analyze / Design

Build &Test

Build &Test

RequirementsRequirements





Service Level Management

Service Catalog

Service Portfolio Management

Availability

Capacity

Security

IT Service Continuity

Change

Release and Deployment

Change

Service Validation and Testing

Evaluation

Configuration (DML)

Change

Knowledge

Release and Deployment

Change

Configuration

Event

Incident

Problem

Change

Configuration

CSIIncidentProblemChangeConfigurationAvailabilityCapacityService LevelSecurity etc



AgendaAgenda







• Manage Applications by Lifecycle• Service Strategy: Defining your portfolio, looking at

expenses, utility and warranty• Service Design: Ensuring capacity, continuity plans, availability• Service Transitions: Defining release management, change

approval, test validation, knowledge management• Service Operations: Event effectiveness, problem resolution,

configuration management system accuracy, requests, incident and access management

• Manage Applications as a Corporate asset• Focusing on Service Lifecycle versus short-term projects

• Link key business drivers to application requirements and ensure testing is in relation to their value to the business

Application Management in the Organization


• The Journey….Most IT Service Management programs started in an Infrastructure organization and followed similar paths outlined below.• Created aligned processes, usually starting with change and

incident• Moved on to configuration and problem management • Built a bridge and executed one change management process

with both Infrastructure and Application areas• Realization that opportunities existed to reduce the number of

Service Desks• Aligned to a common process reduction of tools to support

Service Management for incidents, problems and change • Tackled challenges of a one release management approach



A look into a Service Management Organization

• Common footprint across service management processes• Operational roles are within normal organizations and not a

separate IT Service Management organization• One process owner• One ITSM Consultant to govern the design and improvement of

the process



• Enterprise Process Manager• Overall responsibility for execution of the Release Advisory Board (RAB) process • Works closely with the Area Release Managers to ensure collaboration throughout

the enterprise regarding significant and major change activity

• Process Continual Process Improvement Team (CPIT)• Virtual forum for Release Managers to provide local feedback• Maintains the process by continually refining, creating and communicating process

requirements, standards and procedures along with the process team

• Area Process Managers• Assist portfolio/area with coordinating and planning all releases by interfacing with

sponsors and stakeholders from project/work effort inception through delivery of release

• Serves as the area’s interface and represents their interests by suggesting and documenting actions to Enterprise Release Management (ERM) and other ITSM processes



So where is Application Management?

• Option One: An extension of the Software Delivery Life Cycle Lifecycle-one option

• Option Two: A global approach creating an Application Portfolio; limited application frameworks and patterns are required with common software components

• Option Three: A hybrid – the most common approach – where service is aligned to the production support function

• Change• Incident• Problem• Release• Availability• Continuity• …other ITSM Processes




Shows up through roles

supporting processes


Shows up through roles

supporting processes


Bus. Area

Bus. Area Bus. Area

Bus. Area

Bus. Area

Bus. Area

Bus. Area

Area Process Manager

PM PM PM PM PM

P P P PC C C C

P P P PC C C C

P P P PC C C C

P P P PC C C C

P P P PC C C C


Enterprise {Process} Management - Delivery Model

App Area 2 App Area 3App Area 1

{Process} Governance Committee

Area {Process}

Management

PC

PC

PC

PC

PC

PC

PC

PC

PC

PC

PC

PC

PC

PC

PC

Bus. Area

Bus. Area Bus. Area

Bus. Area

Bus. Area

Bus. Area

Bus. Area

Area Process Manager

PM PM PM PM PM

P P P PC C C C

P P P PC C C C

P P P PC C C C

P P P PC C C C

P P P PC C C C

App Area 2

App Area 3

App Area 1

PC

PC

PC

PC

PC

PC

PC

PC

PC

PC

PC

PC

PC

PC

PC

EPM – Enterprise {Process} ManagerPM – {Process} ManagerPC – {Process} Coordinator


Scope: Business Functionality.•The Application Management Team will have direct involvement in all service management processes as part of the application’s availability and performance improvement .•The utility, warranty and early life support will be defined.•Application Management will coordinate with Application Development in order to ensure proper governance of all efforts.Deliverables•Application mapping (operational model)•Environment designs•Operational Readiness•Disaster Recovery Plan•Procurement support•Deployment activities•Change evaluation•Continual improvement- OLAs, SLAs, Measurements

30


App

Mgmt

Core Team

Team Lead

Program

Mgmt

OffIce

Availability & Performance Improvement

Capability Improvement & Innovation

PMO level Coordination

Event Management

Production Support

Infrastructure

App

Mgmt

Core Team

Team Leader

Program

Mgmt

Office

Gov

erna

nce

Incident ManagementProblem Management

Early Life SupportRelease ManagementChange Management

ConfigurationEnvironment

Usability

Business Knowledge

Risk & Impact Assessment

SLA / OLA Monitoring

Communication

Metrics & Measurement

Defects management &Resolution

Component FailureSLA /OLA Reqmts

31



AgendaAgenda





• Summary


Summary1980s: We were one organization.

1990’s: We separated and focused on our line of delivery.

2000: The Service Industry was born. ITIL takes off in the US and we need to present one front.

2007: Use one process for both organizations - change, incident and the beginning of problem management.

2008: Economic challenges promotes more right sourcing.

A bridge is not built overnight…A service needs both Infrastructure and Application Management playing together!



2009: Survival and assessment

2010: Time for Application Management definition.

What is the difference between Application Management and Application Development?

How do we use one enterprise ITSM process?

How many Application Management teams are needed?



Summary

35

Questions?Cathy A. Kirch

Allstate Insurance CompanyITSM Process Consultant

Distinguished Professional in IT Service Management priSM (R)

2007 Project of the Year 2006 Practitioner of the Year

V3 ITIL Expert & Intermediate CSI & Service Transition Prince2

V2 Service Manager & Practitioner SR, RC, PI, AD Designations

[email protected]

allstate- kirch app mgmt -final

Documents

allstate corporation

service management conference

service management coe

allstate slogan

glance allstate journey

business service

office of government

registered trade mark