ACT Integrated Managed Support 2013 ITSMF USA Project of the Year Assurant’s Unconventional 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) –L–Limit variability, redundancy –L–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

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 Process Structure (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 Results 65% Reduction in MTTR * from previous year ACT Mean Time To Repair

ACT Integrated Managed Support Tangible Results 27% Reduction in Major Incidents (since 2011)

ACT Integrated Managed Support Tangible Results 99.2% Successful Changes

ACT Integrated Managed Support The one our customers like… P e r M o n t h

ACT Integrated Managed Support …And even better! P e r M o n t h

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

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