1. 1
Cathy A. Kirch
Senior Process Consultant - Allstate Insurance Company
18th
Annual International
IT Service Management
Conference and Exhibition
Time & Motion for ITSM

2. 2
Agenda
• Allstate Insurance at a Glance
• Allstate Journey to IT Service Management
• Time & Motion what is it?
• Time & Motion what is the approach?
• Questions

3. Allstate Insurance at a Glance
• The Allstate Corporation is the nation’s largest publicly held
personal lines insurer
• Allstate is a fortune 100 company with $132.7 billion in assets
• 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 nearly 16
million households insure what they have today and better prepare
for tomorrow
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4. 4
Allstate Insurance at a Glance
• 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
Applications and Services
3,500+ IT professionals Multiple operating systems
5,000+ software applications Multiple technology platforms
100,000+ desktop computers supported Multiple database systems

5. 5
Agenda
• Allstate Insurance at a Glance
• Allstate Journey to IT Service Management
• Time and Motion what is it?
• Time and Motion what is the approach?
• Questions

6. SERVICE STRATEGY
 Strategy Management For
IT Services
 Service Portfolio Management
 Business Relationship
Management
 Financial Management For
IT Services
 Demand Management
SERVICE OPERATION
 Event Management
 Incident Management
 Request Fulfillment
 Problem Management
 Access Management
Functions
 Service Desk
 Technical Management
 IT Operations Management
 Application Management
SERVICE DESIGN
 Design Coordination
 Service Catalog Management
 Service Level Management
 Availability Management
 Capacity Management
 IT Service Continuity Management
 Information Security Management
 Supplier Management
SERVICE TRANSITION
 Transition Planning & Support
 Change Management
 Service Asset & Configuration
Management
 Release & Deployment
Management
 Service Validation & Testing
 Change Evaluation
 Knowledge Management
CONTINUAL SERVICE IMPROVEMENT
 Seven Step Improvement
Allstate Journey to IT Service ManagementAllstate Journey to IT Service Management
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7. 7
Agenda
• Allstate Insurance at a Glance
• Allstate Journey to IT Service Management
• Time and Motion what is it?
• Time and Motion what is the approach?
• Questions

8. 8
Time study is a direct and continuous observation of a task, using a
timekeeping device (e.g., decimal minute stopwatch, computer-
assisted electronic stopwatch, and videotape camera) to record the
time taken to accomplish a task and it is often used when:
•there are repetitive work cycles of short to long duration,
•wide variety of dissimilar work is performed, or
•process control elements constitute a part of the cycle.
•We open change records as a task of Risk Management
•We open incident records to enhance the customer experience
•We open problem records to drive root cause analysis and
improve our service support and delivery
•New capabilities with release tied to changes
Time and Motion what is it?Time and Motion what is it?

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Following is the procedure developed by Mikell Groover for a direct
time study:
1.Define and document the standard method.
2.Divide the task into work elements. Time the work elements to obtain
the observed time for the task.
3.Evaluate the worker’s pace relative to standard performance
(performance rating), to determine the normal time. Apply an allowance to
the normal time to compute the standard time. The allowance factors that
are needed in the work are then added to compute the standard time for
the task.
Time and Motion what is it?Time and Motion what is it?

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Time and Motion what is it?Time and Motion what is it?
Following is the procedure developed for an ITSM direct time study:
1.Define and document a repeatable script per process
2.Divide the script into phases, states or activities of the process.
3.Time the work elements to obtain the observed time for the task.
4.Evaluate the worker’s pace relative to standard performance
(performance rating), to determine the normal time. Apply an allowance to
the normal time to compute the standard time. The allowance factors that
are needed in the work are then added to compute the standard time for
the task.
5.Factor in volume for the tasks
6.Identify and notate observations, and new capabilities

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Time and Motion what is it?Time and Motion what is it?
What does Time and Motion mean to an ITSM program?
1.After a major ITSM Tool migration, how will you know if you were
successful?
2.Are all processes equal in improvements?
3.Have you modified the tool and reduced efficiencies?
4.How have you impacted your end users in a positive or negative way?
5.Is the tool performing as expected?

12. 12
Agenda
• Allstate Insurance at a Glance
• Allstate Journey to IT Service Management
• Time and Motion what is it?
• Time and Motion what is the approach?
• Questions

13. 13
Time and Motion what is the approach?Time and Motion what is the approach?

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Activities Considerations
Vision, Strategy, and goals
Activity that exists in both tools written
down
Define what you can measure
Define what you should measure
Ensure new tools perform as well or better
than the current
Lifecycle comparisons, activity
name changes, end to end
Process the data
Baseline, post production frequency?
Accuracy-the math
Must start with the current tool, who,
how, when
Gather the data
Time and Motion what is the approach?Time and Motion what is the approach?

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Activities Considerations
Analyze data trends and plans
Summary- good or bad? Actions?
Implement corrective action
Present and use the information
Stay in scope, apples to apples, expected
improvements?
Redo measures? Tool
enhancements?
Start over
Time and Motion what is the approach?Time and Motion what is the approach?

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Activities Considerations
Recorded process execution in the current tool
Validated measures with UAT of new
system and adjusted
The target: clicks, volumetrics and
capabilities
Process consultants had improvement lists
Noted what would be changing
Worked on presentation
categories
Audience analysis
Time and Motion what is the approach?Time and Motion what is the approach?
Format takes time
•Time spent using the tool, multiplied by the number of records
per organization, can indicate where efficiencies are gained or
lost in comparison.

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Time and Motion what is the approach?Time and Motion what is the approach?
Old Tool New Tool Q1 New Tool Q2
Time per Record 20:01 12:01 9:13
Data Points 58 36 38
Number of Clicks 93 67 70
•Have you increased/decreased the overall time in the tool?
•Are you gathering more/less data?
•Are you gaining new capabilities?
•Is the tool being modified over time that increases/decreases Efficiency?
• Example

18. Volumetrics
•18
Month Total
Changes
Total Tasks
April
2013
9000 400
May 2013 9050 402
June
2013
8000 389
February
2013
6000 * 200 *
March
2013
5555 * 199 *
• The presentation, broken out by process
Time and Motion what is the approach?Time and Motion what is the approach?
•* Partial month due to implementation data and release dates
• Example

19. Tool X Q2 measures were taken in July 2013 from:
 Recordings from infrastructure and Functional Groups
Tool X Q1 measures were taken January 2013 and February 2013 from:
 Recordings via the tool with Storage Provisioning and Unix Maintenance
and Claims Software & Data Maintenance
•19
Tool X Q2 Avg.
Time
Clicks Tool X(Q1) Avg.
time
Clicks Avg. Time
Delta
Clicks Delta
Draft 3:33 7 Draft 2:02 7 + 1:31 0
Review 3:28 45 Review 5:04 42 - 1:36 + 3
Approve 0:45 11 Approve 2:34 11 - 1:49 0
Scheduled 0:40 3 Scheduled 1:19 3 - 0:39 0
Completed 0:47 4 Completed 1:01 4 - 0:14 0
TOTAL 9:13 70 TOTAL 12:01 67 - 2:48 + 3
The presentation, is broken out by process
Time and Motion what is the approach?
• Example

20. New tool Q2 Capabilities New tool Q1
 Familiarity with using New tool
is reflected in shorter usage
times.
 Impacted Business Applications
are now auto-populated,
reducing time necessary in the
tool.
 Planned Service Outage time
can be reported from change
records.
 CAB Review average hh:mm
minutes per change record
(avg. ## records per CAB
Meeting) or h:mm hours
average CAB meeting
• New Tool Tasks may be used
similarly but will not counted as
production changes
• New Tool associates records
directly to the appropriate change
• New Tool capability allows
change record template
management distributed through
Change Managers
• Leadership approvals in New
Tool will be logged
• CAB Review average H:MM
minutes per change record (avg.
## records per CAB Meeting) or
H:MM hours average CAB
meeting
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Sample Report:
Time and Motion what is the approach?

21. 21
Agenda
• Allstate Insurance at a Glance
• Allstate Journey to IT Service Management
• Time and Motion what is it?
• Time and Motion what is the approach?
• Summary / Questions?

22. Summary/Questions
Implement T&M and process improvement- conduct each release
Time and motion first focuses on process- time ‘to do’ processes
Need to look at the cross process integration- how quick can I associate
records and tell the story
Business result performance and leadership behaviors
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23. Summary/Questions
Metrics that Matter- Executive level; Operational view; Management
level of the process;
Drive key observations and behavior changes
Ensure you have good base metrics- in fact a lot of metrics for your
baseline;
The effort is relevant and worth the time to help make leadership
decisions
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25. 25
Cathy A. Kirch
ckirch@allstate.com
Allstate Insurance Company
Senior Process Consultant
ITIL Expert, Service Manager, ISO20K Consultant
Distinguished Professional in Service Management
Questions?