QUICK FACTS. Facilitating IT Service Management Enterprise-wide for Leading Insurance Provider TEKSYSTEMS GLOBAL SERVICES CUSTOMER SUCCESS STORIES

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1 [ Financial Services, Application Management Outsourcing ] TEKSYSTEMS GLOBAL SERVICES CUSTOMER SUCCESS STORIES Client Profile Industry: Insurance Revenue: $64.3 billion Employees: Over 65,000 Geographic Presence: Headquartered in the Midwest with over 17,000 agents serving customers across the United States and Canada Facilitating IT Service Management Enterprise-wide for QUICK FACTS Objectives Develop a transition strategy to enhance Service Transition process of IT Service Management (ITSM) Drive improved internal and external end-user experiences and satisfaction Achieve improved service quality, cost transparency and cost reduction Challenges Deploy a transition strategy with minimal impact to the client s business units Facilitate enterprise-wide adoption of transition process Support problems trickling down from upstream phases of service management by improving transition Technologies Supported ITIL ITSM Results Successfully deployed a well-defined Service Transition strategy Supported improved speed and quality of transition activities Reengaged for continued support of the client s ITSM through Service Design Implementation Highlights Assembled a team of industry certified ITIL experts, a technical writer and a delivery manager Conducted a current-future state analysis to identify transition improvements and needs Created documents and template needed to perform the process, then executed based on documentation

2 EXECUTIVE SUMMARY TEKsystems partnered with the client to implement a Service Transition strategy to enhance this stage of IT Service Management and ultimately achieve improved service quality, cost transparency and cost reduction. Client Profile The client, a leading property and casualty insurance provider in the Midwest, has more than 65,000 employees and 17,000 agents in North America. With coverage across the U.S. and Canada, the client offers private automobile insurance, home insurance and through partnerships life as well as non-medical health insurance. TEKsystems has partnered with this client since Project Overview IT Service Management (ITSM) enables organizations to make sense of their complicated IT systems. Implementation of ITSM helps organizations enhance service, increase cost transparency and reduce costs. By using ITIL processes, organizations that embrace ITSM are better positioned to function effectively and realize less service interruption, more consistency and improved performance. Moreover, implementing ITSM into an organization s processes helps cultivate better alignment between the business itself and its IT function. ITSM behaviors and processes become integrated into the organization s IT culture, creating uniformity and dependable services for end users (employees) and subsequently, better service for end customers. And with a focus on standardization and transparency of processes, potential IT roadblocks are simplified and possibly eliminated altogether. Consider enterprise-wide IT initiatives that are deployed under the guise that employees will be able to take a do-it-yourself setup approach. While these initiatives are often intended to be low interaction for the IT department, they can often bring unanticipated levels of stress on the IT service desk. By adhering to repeatable processes, service desk calls decrease in volume and self service IT initiatives work more effectively. Ultimately, ITSM can help organizations improve the quality of services and reduce and bring greater transparency to operational costs. Situation ITIL is composed of five core processes: Service Strategy, Service Design, Service Transition, Service Operation and Continual Service Improvement. When approaching IT Service Management, many organizations put a great emphasis on Service Operations and Change Management solutions, but they fall short in terms of building an effective strategy and plan, and assembling the right resources to take a project from inception through delivery. The client was aggressively driving key business initiatives that generated a massive amount of project work. Like many organizations, the client realized it hadn t accounted for proper planning and strategizing, yet improving its Service Transition process was critical. If the service management issues that the client was experiencing were not addressed, they would get progressively worse over time. The Transition Planning and Support process would enable the client s project and service teams to better align by working hand-in-hand from design through execution of product development. This alignment would ensure that when a product is put into production, the end user receives the service expected because the service team understands how to effectively support the technologies and end user. To support transition, an IT services partner was required as the client lacked the in-house resources and capabilities to facilitate improvements internally. The client sought TEKsystems.com 2

3 support with the development, deployment and management of a well-defined Service Transition process that would be adopted enterprise-wide. While the transition phase would be the initial focus of this initiative, the client began to see further problems trickling down from upstream phases of IT Service Management; it was evident that there were areas for improvement across the service management process. Solution With the current state of its Service Transition phase, the client ran the threat of delivering inconsistent services to end users and customers. TEKsystems had provided this insurance organization with IT staffing support for its ITSM in the past but had not yet delivered a services-based ITSM solution. While on the job, a TEKsystems principal consultant recognized the client s need to fix the Service Transition phase, then move upstream to make the client s service management more seamless and overall more efficient. Each phase of ITSM impacts one another, so any improvements to any phase of the process would in turn help improve the other phases. TEKsystems recommended improving the Service Transition phase first. TEKsystems would coordinate with client stakeholders to schedule and conduct assessment interviews to understand the current state of the Service Transition phase and associated needs. We would then create the necessary documents and template needed to perform the process; we would provide the client with deliverables detailing the current and future state of project transition and release processes. Based on our documentation, we would execute our recommendations for improving Service Transition and enablement. Utilizing TEKsystems internal quality control review process to identify and capture process improvement activities that could be implemented during the course of our project would also provide additional client value. Upon putting the process and documentation in order for Service Transition, we would move The client sought support with the development, deployment and management of a well-defined Service Transition process that would be adopted enterprise-wide. upstream implementing a parallel approach in order to improve the Service Design process. Our support would help the client: Reduce support costs Drive successful product adoption among internal and external customers Improve speed and quality of transition activities through a well-defined Service Transition process Increase customer satisfaction with support teams as a result of improved transition execution Clarify ownership and responsibilities to increase accountability in a transition Create visibility and accountability of external vendor work transitioned back to the client The end result, an integrated platform where business and IT are better aligned, would ultimately enable the client to effectively transition products into production, and production processes would be readily available and properly supported to ensure positive end-user experiences. The client selected us to deliver on this recommended approach because they trusted our consultants already supporting the organization and, based on our longstanding partnership and proven track record, knew we could deliver on our promise. TEKsystems.com 3

4 With our support, the client realized a more standardized approach to Service Transition, driving consistency across the enterprise. Results The TEKsystems team successfully implemented our recommended approach over the course of several months. As a result of our transition and planning support, both internal and external end users whether it be an employee using a new technology to support the client s customers (i.e., policy holders), or an end customer utilizing a new system to get a claims quote or process a claim can now realize a more seamless and positive user experience because the client planned and is prepared for implementation. To drive this success, we assembled a team dedicated to improving the client s Service Transition process, including four ITIL experts, a technical writer and a delivery manager. During the engagement, five major findings and 25 subfindings were discovered by TEKsystems, including: 1. Lack of defined Transition Planning and Support (TPS) strategy, policy and plan for performing the process end to end 2. Lack of clear inputs and interfaces with other IT Service Management processes 3. Lack of defined process, which resulted in some teams tailoring artifacts or the timing of completion 4. Lack of clarity on how to coordinate transition plans and projects that impact multiple services 5. Lack of adequate service stakeholder identification and management (i.e., change adoption) All of these findings were used during implementation and enablement to improve Service Transition. With our support, the client realized a more standardized approach to Service Transition, driving consistency across the enterprise. And lessons learned helped improve the process for additional process areas within ITSM. The client benefited from the various deliverables we provided during the Service Transition phase, including: A current-future state analysis A carefully designed Service Transition strategy High-level process design and descriptions Release acceptance criteria guidance Roles and responsibilities definitions Deployment of transition strategy Development and deployment of education and awareness strategy for systems The client appreciated having an outside, neutral third-party validate the performance of its Service Transition process. Additionally, we were able to bring supplementary resources into the program to assist with the actual implementation. This freed up the client to focus on other areas of its ITSM framework. Satisfied with our progress throughout Service Transition, the client engaged TEKsystems to move upstream into the Service Design phase of ITSM. Key Success Factors Between TEKsystems longstanding presence at the client since 1995, our principal consultant who identified the client s need and our engaged account team, it is evident that the success of this program was rooted in our people. Presence. TEKsystems has provided over 1,400 people to the client over the years of our partnership. Not only had we earned the client s trust with this track record, but we also acquired knowledge of the client s environment and service management portfolio in this time. This enabled us to position ourselves to successfully tackle the client s Service Transition challenges. TEKsystems.com 4

5 Proactive principal consultant support. The client did not fully realize its ITSM pains and how improving these processes could dramatically improve the end-user experience. It was one of our on-site principal consultants who identified this need. Having already established trust and depth of institution-level knowledge of IT Service Management, the principal consultant had significant credibility at the organization. Taking a consultative approach, the principal consultant advised on Service Transition and the client took value in our recommendations. Engaged account team. We tapped into our internal TEKsystems resources for relevant expertise and support. Specifically, one of our global delivery managers brought a unique perspective to this program, as he had previously provided similar services to a client in the IT space. With this experience, our global delivery manager proved critical to guiding our strategy planning upfront. Beyond this, the team we provided on site showed dedication and commitment to delivering an improved Service Transition to enable an enhanced end user experience. This team brought key skills including ITIL expertise. ABOUT TEKSYSTEMS People are at the heart of every successful business initiative. At TEKsystems, we understand people. Every year we deploy over 80,000 IT professionals at 6,000 client sites across North America, Europe and Asia. Our deep insights into IT human capital management enable us to help our clients achieve their business goals while optimizing their IT workforce strategies. We provide IT staffing solutions, IT talent management expertise and IT services to help our clients plan, build and run their critical business initiatives. Through our range of quality-focused delivery models, we meet our clients where they are, and take them where they want to go, the way they want to get there. Visit us online at TEKsystems.com 5

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