fusion 09 ppt -kirch final

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

cathyakirch@yahoo.com(847) 402-4472