2013 ITSMF USA Project of the Year Assurant’s Unconventional Approach, Uncommon Results
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Transcript of 2013 ITSMF USA Project of the Year Assurant’s Unconventional Approach, Uncommon Results
ACT Integrated Managed Support
2013 ITSMF USA Project of the Year
Assurant’sUnconventional
Approach, Uncommon Results
AIMS
ACT Integrated Managed Support
Agenda
• About Assurant
• A Little History
• Unconventional Approach
• Uncommon Results
ACT Integrated Managed Support
About Assurant
• Assurant, Inc. is a provider of specialty insurance products and services in the U.S. and select worldwide markets.
• Assurant is a publicly traded, Fortune 500 company, and is a member of the S&P 500.
• There are approximately 14,000 employees globally.
ACT Integrated Managed Support
About our businesses
ACT Integrated Managed Support
How did we get here?
• In the beginning… (Early 2000’s)– IT organizational structure:
– Most within the business units– Some shared services (centralized)
– IT atmosphere:– Lots of redundancy– Us vs. Them
ACT Integrated Managed Support
A need to provide value• Shared Business Services perceived as overhead• IT Service Management proposed as framework for
delivering high quality service• ITIL embraced
– Consultants– ITIL training for managers & select staff– New ITSM tool– KPI & Metrics– Process Architects– Process Owners– Maturity Assessments– Continuous Process Improvement Program
• Results were great… but the businesses (our customers) were skeptical
ACT Integrated Managed Support
Ch..Ch..Ch..Ch..Changes• Reorganization in 2007 creates
“Assurant Corporate Technology” (ACT)– Limit variability, redundancy– Leverage economies of scale
• No Service Management organization
ACT Integrated Managed Support
ITIL is a four letter word
• “Process” had a negative connotation
• We still executed processes (incident, change)– Inconsistent– Inefficient– Expensive– Wrong motivation
• Recognition that ACT was not fulfilling our promise to operate as a single IT organization
ACT Integrated Managed Support
• Service Management again proposed as a solution to delivering high quality services
• Support granted to:– Establish common processes– Hold all staff accountable to common goals
• Support NOT granted to:– Fund ITSM efforts– Staff ITSM efforts
A need to provide value
ACT Integrated Managed Support
ACT Integrated Managed Support
Enter the Matrix
• Virtual organization created in late 2009, functioning by 2010– Real accountability– Specific goals
• Representation– Function– Role– Location
• Hand-picked participants– Leaders– Process advocates– Devil’s advocates– Rock Stars
ACT Integrated Managed Support
ACT Senior Management
Server Data CenterNetworkApplication
Development
Problem Management
Change Management
Availability Management
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IT Security Admin
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Incident Management
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Configuration Management
AIM
S
Man
agem
ent
Process Structur
e (examples)
Functional
Structure (examples)
AIMS: Assurant Integrated Managed
Support
Dual Accountability
ACT Integrated Managed Support
Not eating the elephant
Initial Focus (2009)
•Incident Management•Problem Management•Availability Management•Quality Program
Next Phase (2011)
•Change Management•Configuration Management•Release Management
New to the Party (2013)
•Request Management•???
ACT Integrated Managed Support
The reward for doing great work? More work.
• Performance goals for AIMS team members– Each team has a Service Improvement Plan– Members are evaluated on participation and
contributions– Members are responsible for being a liaison to/from
their functional team (communications)– All in addition to their “real jobs”
• Time commitment– Each team meets regularly– Entire AIMS team meets quarterly– Members volunteer for assignments based on
availability and interest
ACT Integrated Managed Support
• We’re all in this TOGETHER– All ACT employees have shared AIMS goals
on their Performance Plan– Metrics are determined by Steering
Committee
• Use a lot of communication and a little peer pressure to help maintain focus– Targeted, actionable reporting – Review meetings twice a week– “In Sight” message quarterly
Making AIMS stick
ACT Integrated Managed Support
Slow and (mostly) steady progress
• Service Improvement Plans– Living document– Targeted improvements– Prioritized, owned, scheduled
• Start with Quick Wins– Quick, easy to implement– Set stage for collaboration and change– Create culture of process improvement
• Evolution of Changes– Becoming more complex, intricate– Target relationships between processes
ACT Integrated Managed Support
Tangible Results65% Reduction in MTTR
* from previous year
Jan
Feb
Mar
Apr
May Jun
Jul
Aug
Sep
Oct
Nov Dec Jan
Feb
Mar
Apr
May Jun
Jul
Aug
Sep Oct
Nov Dec Jan
Feb
Mar
Apr
May Jun
Jul
Aug
Sep
Oct
Nov Dec Jan
Feb
Mar
Apr
May Jun
July
Aug
Sep
Oct
Nov
2011 37% Decrease*
2012 19% Decrease*
2010 201325%
Decrease*
ACT Mean Time To Repair
ACT Integrated Managed Support
Tangible Results27% Reduction in Major Incidents
(since 2011)ACT Major Incidents
January
2011
Febru
ary
2011
Marc
h 2
011
April 2
011
May 2
011
June 2
011
July
2011
August 2011
Septe
mber
2011
Octo
ber
2011
Novem
ber
2011
Decem
ber
2011
January
2012
Febru
ary
2012
Marc
h 2
012
April 2
012
May 2
012
June 2
012
July
2012
August 2012
Septe
mber
2012
Octo
ber
2012
Novem
ber
2012
Decem
ber
2012
January
2013
Febru
ary
2013
Marc
h 2
013
April 2
013
May 2
013
June 2
013
July
2013
August 2013
Septe
mber
2013
Octo
ber
2013
Novem
ber
2013
ACT Volume Trend
ACT Integrated Managed Support
Tangible Results99.2% Successful Changes
ACT Integrated Managed Support
The one our customers like…
Cost of Major Incident - Hours
0
2000
4000
6000
8000
10000
12000
2011 2012 2013
Ho
urs
Productivity Hours Support Hours
Per Month
ACT Integrated Managed Support
…And even better!
Cost of Major Incident - Dollars
0
50000
100000
150000
200000
250000
300000
2011 2012 2013
Do
lla
rs
Productivity Dollars Support Dollars
Per Month
ACT Integrated Managed Support
Intangible Results
• Working on AIMS is a “Badge of Honor”
• Shift to proactive, solution seeking• Cross-organizational collaboration –
including Business Unit IT• Learning environment• Reward/motivate successes • Accountability
ACT Integrated Managed Support
Why AIMS works and what we still need to work on
Strengths• Diverse, deep pool of talent with
extensive knowledge and experience
• Representation from across the org ensures many perspectives are considered
• Stakeholders are informed and engaged
• Promotes cross department collaboration and improvement which extends beyond AIMS
• Drives increased accountability through shared goals
• Reduces the chance that initiatives become IT centric or siloed
• Rotation of membership ensures fresh perspective and high engagement
• Cultural effect - AIMS members want to make a difference
Opportunities• Obtain a more even level of
commitment and contribution from members
• Develop better mechanisms for communication and collaboration across a large organization
• Difficult to gain priority standing for AIMS work with other work going on
• Drive Service Management discipline and benefits beyond ACT
ACT Integrated Managed Support
ACT Integrated Managed Support
Questions?
People
Process
Tools
Contact Meri Shanahan:[email protected]
651.361.5210