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H o w ’s Y O U R tr a in i ng go i ng ? A sk m e h ow YM C A P er s on al Tr a in ing ca n giv e y o u ab oo s t. 18101 Woolman Drive Minnetonka, Minnesota 55345 phone 952.401.8650 [email protected] Barbara Belknap Design, Inc. You are here. Welcome. This is where our corporate geography unfolds into story, connec- tion, and experience. Where the IT Department’s design and planning process pulls places off the Allianz “map” and re-casts them into full relief. Where points of space and place connect and create better customer service for all of us. Popular conceptions of geography bring to mind maps, lit globes, and place names. But where you are is as much about where you are going, and the pace or rate at which you are traveling. As we have worked to “map out” the geography of Service Management, it has occurred to us that corporate geogra- phy means much more. Of course maps and place names indicate important geographic things, but they don’t really get at the nature of places themselves. For place is ultimately a matter of the human experience. What that experience is has everything to do with who you are, where you came from, and how you view the world. For Allianz, the map of our collective effort to deliver excellent customer service begins and ends with you. IT Service Management wants to reach out to all our points of YOU ARE H ERE SERVICE MANAGEMENT by Mary Currier continued on page 4 IT Service Management is committed to improving overall customer satisfaction through communication and cooperation, customer focus, and ongoing improvement to systems and services In This Issue • Service Management . . . . . . . . . . . . . . . . . . . . . . . . . . . .page 1 • Service Operations Center: A SOC That Rocks . . . . . . . . . . .page 2 • IT Service Management Project Overview . . . . . . . . . . . . . .page 3 • Training is A-Comin’ . . . . . . . . . . . . . . . . . . . . . . . . . . . . .page 3 • Metrics – What’s in it for my business unit? . . . . . . . . . . . .page 4 • Planning for CMMI & ITIL . . . . . . . . . . . . . . . . . . . . . . . . . .page 4 THE ONGOING OBJECTIVES OF THE ALLIANZ IT DEPARTMENT: • Strengthen operating profitability through a streamlining of processes. • Reduce complexity. • Coordinate outsourcing of services and internal service management for sustainable competitiveness. • Enable a high performance culture through access to and delivery of information. • Facilitate and enhance our Focus on Customers. IT Service Management • Allianz Insurance Company of North America • P.O. Box 1344, Minneapolis, MN 55416-1297 • www.allianz.com You Are Here, the theme for our rollout, uses the repeating image of an orange button that suggests points of not only geography (you are here, in this city, on this street, in this building) but also points in time (you are keeping a fast pace, the pace of doing business, the pace of immediate information.) In our transition, IT Service Management has a plan, knows where individuals are in the plan, how to meet their needs and how to connect to where they live and work within the plan. And we plan to keep you posted. • NOVEMBER 2, 2007 you are here Transforming the House You Live In into the Home You Love INTERIORS WINDOWTREATMENTS HOME STAGING Jane-Marie Bloomberg | Interior Decorator, WFCP | 612.251.6512 | embellishmentsdesign.com e GLASS Ple ase go to ww w.cou ragec ente r.org/ celeb ratio nofc ourag e fo ras pecia l pr evie w to an o rigi nal A DA / Ju dith Heu man n/ Cou rage Cen ter f ilm 2010 ABRA AUTO BODY & GLASS . . Cou r age Celebration of Celebration of Cou r age s 4.625” Diameter Cou r age 2010 ABRA AUTO BODY & GLASS . . Celebration of Celebration of Cou r age 11 September 2010 11 September 2010 . . A New Perspective SOMERSET ASSET MANAGEMENT
