Protecting IT Service with a Federated Business January 2008 Ben Brundell Nigel Redman

The Scale of the Undertaking Retail Corporate Insurance and Investment Strategy and International Treasury 43 brands delivering to 20m customers through 72,000 colleagues

5 x Divisional IT Teams Federal IT Model Group IT Group Technology

What does the IT look like? Very complex!  4,000 people in IT  …1,500 running systems (operations)  …2,500 developing systems (development)  11 Data Centres in 2001, consolidated to two  1,250 changes. Each week!  Almost all platforms, OS and application languages: developed in house and OTS

Split between Divisional and Central IT in Testing Delivery  Component Test  Integration Test  Technical Test  User Acceptance Service  Operational Acceptance  Production Running Divisional TeamsGroup Technology

Operational Acceptance Testing Operational Acceptance Testing covers…  Deployment  Co-habitation  Backout  Performance  Recovery  Backup and Restore  Failover  De-commissioning

Crunch Point! Divisional Teams Group Tech Divisional Teams Running Months 4 Weeks

Links to Service Management Service Introduction Change and Release Management Service Level Management Incident Management Problem Management Operations IT Policy and Direction Divisional Testing Teams Divisional Service Teams IT Programmes Technology

Does the model work? Measures say yes!  99% change success  IT Service within SLAs  Central team has never delayed a project Experience says, could be better!  Stressful experience  Little chance to develop customer relationships  Common view that these processes add limited value

Questions