NYLI: IT environment more maturity, the value which more considerable.

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The following information which comes from the reporter Geng Huiru's reported.

Several year ago, the goal of system induction is for increases the work performance and helps the company reduces the operation cost. But IT already became an essential and auxiliary item indirect on the operation activity today, any new system induction, changing, that already could not ponder only for increase business operation effective. Because of the stakeholder, “profits” and “efficiency” is their most important goal. IT manager understands that is most important which besides reduce the cost and how to create the competition for the company based on the system.

Now IT department must pay attention not only on system induction, they should know how to penetrate the intelligent method, integrate and make it properly between the systems.

At present New York Life Insurance information service department altogether has 40 people, 30 people are responsible for the system development; Other 10 people are responsible to maintain the foundation construction, including: The database, the networking, equipment maintenance service, server room operation and such. Many people thought that only inducts the application system can increases the competition. In term of Qingtong’s opinion, both groups are important on the application system and foundation construction maintenance work, although 2 group’s manpower is disparate. Therefore, New York Life Insurance planning inducts ITIL’s Help Desk and the related flow in 2008.

In many person of cognitions, ITIL Induction is a huge project, generally only big size enterprise will have, because SLA has the very high level requirement, therefore inducts ITIL into the business processes. For New York Life Insurance such ordinary scale of company why care on the SLA? This is because I believed that IT needs to create the automated support system.

Now our regional of business unit's equipment requests for repairing, is apply the demand by the telephone call. Take care this business by 4 personnel working on IT unit, these 4 colleagues must support the front end approximately 300~400 users, the work load are very heavy. It is very difficult to subscribe their KPI on measuring their performance. Therefore Qingtong thought that is necessary on building a regulation and systematization maintenance flow and appraises the suitable responding. Also lets them know what must achieve according to the regulation. On the other hand, the automated working flow may let the user confide on IT department. As a result of New York Life Insurance has about 200 exterior points in Taiwan each region. Many exterior point only have 1~2 colleagues, if the company can create the unification and automation on equipment repairing working flow, these exterior point colleagues can under the standardized work flow to fixing the problem quickly, even without the IT the person assistance.

In this case, what I am understand that is very hard on IT service quantity measuring, inducts ITIL to let the achievements can be appraised. There is no doubt on the important of IT services, but in current stage profit is the key. Those ideas are happened in most high level management. I am not worried about that, because it is natured in the real world.