American Association of State Compensation insurance Fund
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member fund.


CopperPoint Mutual Insurance Company
Phone: (602) 631-2000
Address: 3030 North Third Street
Phoenix, AZ   85012
Website: www.copperpoint.com

State Compensation Insurance Fund
Phone: 888-STATEFUNDCA
Address: 333 Bush Street
Suite 800
San Francisco, CA   94104
Website: www.statefundca.com

Pinnacol Assurance
Phone: (303) 361-4000
Address: 7501 East Lowry Boulevard
Suite 800
Denver, CO   80230-7006
Website: www.pinnacol.com

Hawaii Employers' Mutual Insurance Co. Inc.
Phone: (808) 524-3642
Address: 1100 Alakea Street
Suite 1400
Honolulu, HI   96813
Website: www.hemic.com

Idaho State Insurance Fund
Phone: (208) 332-2100
Address: 1215 West State Street
P.O. Box 83720
Boise, ID   83720-0044
Website: www.idahosif.org

Kentucky Employers Mutual Insurance
Phone: (859) 425-7800
Address: 250 West Main Street Suite 900
P.O. Box 83720
Lexington, KY   40507-1724
Website: www.kemi.com

Louisiana Workers' Compensation Corporation
Phone: (225) 924-7788
Address: 2237 South Acadian Thruway
P.O. Box 83720
Baton Rouge, LA   70808
Website: www.lwcc.com

Maine Employers Mutual Insurance Company (MEMIC)
Phone: (207) 791-3300
Address: 261 Commercial Street
P.O. Box 11409
Portland, ME   04104
Website: www.memic.com

Chesapeake Employers’ Insurance Company
Phone: (410) 494-2000
Address: 8722 Loch Raven Boulevard
P.O. Box 11409
Towson, MD   21286-2235
Website: www.ceiwc.com

SFM Mutual Insurance Company
Phone: (952) 838-4200
Address: 3500 American Boulevard West Suite 700
P.O. Box 11409
Bloomington, MN   55431-4434
Website: www.sfmic.com

Missouri Employers Mutual Insurance
Phone: (800) 442-0590
Address: 101 N Keene St
P.O. Box 11409
Columbia, MO   65201
Website: www.mem-ins.com

Montana State Fund
Phone: (406) 495-5015
Address: 855 Front Street
P.O. Box 4759
Helena, MT   59604-4759
Website: www.montanastatefund.com

New Mexico Mutual Group
Phone: (505) 345-7260
Address: 3900 Singer Boulevard NE
P.O. Box 4759
Albuquerque, NM   87109
Website: www.newmexicomutual.com

New York State Insurance Fund
Phone: (212) 312-7001
Address: 199 Church Street
P.O. Box 4759
New York, NY   10007
Website: www.nysif.com

Workforce Safety and Insurance
Phone: (701) 328-3800
Address: 1600 East Century Avenue Suite 1
P.O. Box 4759
Bismarck, ND   58506-5585
Website: www.WorkforceSafety.com

Ohio Bureau of Workers Compensation
Phone: (800) 644-6292
Address: 30 West Spring Street
P.O. Box 4759
Columbus, OH   43215-2256
Website: www.bwc.ohio.gov

CompSource Mutual Insurance Company
Phone: (405) 232-7663
Address: 1901 North Walnut Ave.
P.O. Box 53505
Oklahoma City, OK   73152-3505
Website: www.compsourcemutual.com

State Accident Insurance Fund (SAIF)
Phone: (503) 373-8000
Address: 400 High Street SE
P.O. Box 53505
Salem, OR   97312-1000
Website: www.saif.com

Pennsylvania State Workers Insurance Fund
Phone: (570) 963-4635
Address: 100 Lackawanna Avenue
P.O. Box 5100
Scranton, PA   18505-5100
Website: www.dli.state.pa.us/swif

Beacon Mutual Insurance Company
Phone: (401) 825-2667
Address: One Beacon Centre
P.O. Box 5100
Warwick, RI   02886-1378
Website: www.beaconmutual.com

South Carolina State Accident Fund
Phone: (803) 896-5800
Address: P.O. Box 102100
P.O. Box 5100
Columbia, SC   29221-5000
Website: www.saf.sc.gov

Texas Mutual Insurance Company
Phone: (800) 859-5995
Address: 6210 East Highway 290
P.O. Box 5100
Austin, TX   78723-1098
Website: www.texasmutual.com

Workers Compensation Fund
Phone: (800) 446-2667
Address: 100 West Towne Ridge Parkway
P.O. Box 2227
Sandy, UT   84070
Website: www.wcfgroup.com

Washington Department of Labor and Industries
Phone: (360) 902-5800
Address: P.O. Box 44001
P.O. Box 2227
Olympia, WA   98504-4001
Website: www.lni.wa.gov

Wyoming Division of Workers Safety & Compensation
Phone: (307) 777-7159
Address: Cheyenne Business Center
1510 East Pershing Boulevard
Cheyenne, WY   82002
Website: wydoe.state.wy.us

Workers Compensation Board - Alberta
Phone: (780) 498-3999
Address: 9925-107 Street
P.O. Box 2415
Edmonton, AB   T5J 2S5
Website: www.wcb.ab.ca

Workers Compensation Board of British Columbia (WORKSAFEBC)
Phone: (604) 273-2266
Address: P.O. Box 5350 Station Terminal
P.O. Box 2415
Vancouver, BC   V6B 5L5
Website: www.worksafebc.com

Manitoba Workers Compensation Board
Phone: (204) 954-4321
Address: 333 Broadway
P.O. Box 2415
Winnipeg, MB   R3C 4W3
Website: www.wcb.mb.ca

WorkSafeNB
Phone: (506) 632-2200
Address: 1 Portland Street
P.O. Box 160
Saint John, NB   E2L 3X9
Website: www.worksafenb.ca

Workers Compensation Board of Nova Scotia
Phone: (902) 491-8999
Address: 5668 South Street
P.O. Box 1150
Halifax, NS   B3J 2Y2
Website: www.wcb.ns.ca

Prince Edward Island Workers Compensation Board
Phone: (902) 368-5680
Address: 14 Weymouth Street
P.O. Box 1150
Charlottetown, PE   C1A 7L7
Website: www.wcb.pe.ca

Saskatchewan Workers Compensation Board
Phone: (306) 787-4370
Address: 200 - 1881 Scarth Street
P.O. Box 1150
Regina, SK   S4P 4L1
Website: www.wcbsask.com

Puerto Rico State Insurance Fund Corporation
Phone: (787) 793-5959
Address: G.P.O. Box 365028
P.O. Box 1150
San Juan, PR   00936-5028
Website: www.cfse.gov.pr
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ITIL® – Is it the Right Size ITSM Framework for SMBs?

Bill Copeland, Missouri Employers Mutual Insurance
Information Technology Committee

There is much discussion regarding the benefits of Information Technology Service Mgmt (ITSM) frameworks such as Information Technology Infrastructure Library (ITIL) in small to medium businesses (SMB). The discussion is mainly around the perceived bureaucratic overhead that is required to implement and maintain an ITSM framework and whether it delivers on ROI. While usually there is overhead to implement a new process framework, the trick to ITIL is finding the correct balance of how much ITIL your organization requires, in order to maximize the benefits. ITIL was originally designed to scale for large multi state/country size organizations. This was a drawback to ITIL adoption early on for SMBs. In this article we will give a high-level overview of ITIL and hopefully demonstrate that it can be scaled for SMBs and will hopefully help you determine if ITIL is for you or not.

ITIL Overview
ITIL is a public framework that describes “best practices” in ITSM. ITIL evolved from the UK government’s efforts during the 1980s to improve delivery of IT services and is now considered the international de facto framework for ITSM. The initial version of ITIL contained 31 volumes and was published around 1989. Subsequent versions were published later ending with ITIL V3 that was released in 2007. The Office of Government Commerce (OGC) has now changed the version number to the year it’s released. There has been a minor enhancement to ITIL V3 in 2011, so the newest version is called ITIL 2011.

The current version of ITIL consists of five volumes: Service Strategy, Service Design, Service Transition, Service Operations and Continual Service Improvement. The ITIL volumes, also referred to as phases, take ITSM to the next level incorporating life cycle management.

Service Strategy helps to establish an overall strategy for IT services and for IT service management that ensures every element of the service lifecycle is focused on customer outcomes. Key processes included:

  • Portfolio Management
  • Financial Management
  • Demand Management

Service Design translates strategic plans and objectives and then creates the designs and specifications for execution through service transition and operations. Key processes include:

  • Service Catalogue Management
  • Service Level Management
  • Capacity Management
  • Availability Management
  • Continuity Management
  • Information Security Management
  • Supplier Management

Service Transition is the management and coordination of the processes, systems and functions to package, build, test and deploy a new/enhanced release into production. Key processes include:

  • Support & Transition Management
  • Change Management
  • Asset & Configuration Management
  • Release & Deploy Management
  • Validation Management
  • Evaluation Management
  • Knowledge Management

Service Operation provides guidance on managing the activities and processes required to deliver and manage services to business at agreed-to levels.

  • Event Management
  • Incident Management
  • Problem Management
  • Fulfillment Management
  • Access Management

Continual Service Improvement aims to provide practical guidance in evaluating and improving the quality of services, overall maturity of the ITSM service lifecycle and its underlying processes.

  • Seven-Step Improvement
  • Service Measurement
  • Service Reporting

As you can see there are 25 processes in ITIL, not to mention functional areas and roles that are needed to support ITIL,  all of which can be very over whelming to someone new to ITSM or even ITIL. The reality is that if you are providing any type of IT services, you are performing these processes, in some form.   You will need to determine how well you are currently performing. 

Assessments
Prior to implementing ITIL, we conducted a pass-fail assessment against our current processes.  The results are being used to determine  which areas need more scrutiny and which will benefit us the most by using the ITIL standard.

For example, it became clear that our highest functioning processes were in the Service Operation area, whereas one of the lowest functioning areas was in the Service Transition area.  Based on our findings, we made the determination to complete the Service Operations policies and procedures first  and quickly get these published and in practice.

In addition, the assessment uncovered or validated pain points for our organization.  In the Service Transition phase, Change Management was one area that we failed to manage appropriately.  A policy was written and implemented to manage change to our infrastructure.

One Size Does Not Fit All
OGC recognized that SMBs were struggling with how to implement the ITIL framework on a smaller scale. In 2009, OGC published the ITIL® V3 Small-scale Implementation guide. Essentially, OGC was able to reduce the five core publications down to one by streamlining many of the key processes. The key is to adapt ITIL to your organization’s needs and requirements. Remember, there is a lot of breadth and depth to ITIL but you only need to implement what makes sense for your organization. As you implement ITSM improvements you will start to see improvements in systems reliability and the overall delivery  of IT services, which will translate into positive impacts to the bottom line and happier customers.

 

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