Organizations around the globe face an array of criticalissues in today’s business environment. Economicconditions are requiring significant cost reductions, yetthe IT organization is expected to serve the same orgreater business needs.Financial institutions must cope with the rapid changesaffecting their organizations and industries and preparefor the future by strategically transforming businessprocesses and technology. Market research indicatesthat significant portions of IT budgets are beingspent simply to run and operate the business. Giventhese conditions, it is more important than ever thatIT leadership strive for continuous improvement andseek innovative ideas to reduce operational costs whiledelivering quality service to the organization.SunGard’s managed IT services solution provides anexcellent opportunity to reduce IT operating costsaround SunGard products typically, to the tune of20-30%. Using our domain, technology and productexpertise, we are able to bring continuous qualityimprovement and innovation to more closely align ourcustomers’ business and IT strategies.
BUSInESS challEnGESIndustry-leading sungard Financial systems solutions are integral to our customers’IT environments. our solutions integrate with upstream and downstream applicationsto form an IT portfolio that supports complex front, middle and back office businessprocesses (Figure 1). FRONT OFFICE MIDDLE OFFICE BACK OFFICE APP 1 APP 2 APP 1 APP 2 APP 1 APP 2 SunGard Product SunGard Product SunGard Product APP 3 APP N APP 3 APP N APP 3 APP NFig. 1: Complex IT portfolio includes SunGard product solutions and surrounding applicationsYou may face challenges in maintaining and enhancing their IT portfolio to meetincreasing business needs, including:• “Keeping the lights on” by providing 24x7 availability of the IT environment• customizing and changing the configurations of our solutions as well as implementing enhancements to integration touch points and surrounding IT applications• Performing end-to-end testing of complex IT environments that span sungard products and surrounding applications• Keeping versions of sungard products current through constant upgrading to take advantage of improved functions and features. some upgrade initiatives can be complex, time consuming and costly• Maintaining service levels that align with business needs• constantly improving operational efficiency and the quality of service provided to the business• Making IT costs and service levels more predictable• Keeping senior leaders and talent focused on strategic IT initiativesHow can we help?sungard’s managed IT services solution is designed to help you address these challengeswhile reducing overall IT service costs. With our structured approach, global deliverycapability, and domain, product and technology expertise, we can help customersovercome their IT challenges, focus on strategic initiatives, and reduce operational costsby 20-30% or more.
ManaGEd IT SErvIcES SOlUTIOnour Managed IT services solution includes:• Full or partial outsourcing of IT portfolios that include sungard’s product solutions, interfaces and directly integrated application environments• up-front portfolio assessment to develop an outsourcing roadmap and roI model• 24x7 application management including maintenance, production support and continuous improvement• Full-service hosting and infrastructure management including IT help desk and services desk for sungard products• ongoing development and professional services including customization, product upgrades, custom development and testinglike other strategic IT initiatives, outsourcing programs require up-front roI analysisand proper transition planning. using our portfolio assessment framework we wouldtypically consult with you to ensure that the outsourcing initiative is closely aligned withyour overall IT strategy. We would jointly review your current IT challenges and objectivesand assess each in-scope application from the standpoint of business criticality, stabilityand complexity to achieve an appropriate outsourcing roadmap that provides the bestbenefits to our customers. Depending on your requirements, our customers can engageus for full or partial outsourcing leveraging all or some of our services (Figure 2). Managed IT Services (full or partial outsourcing) Application Management Hosting and IMS (ASP) Development/Professional Services • 24x7 application maintenance and product • Fully hosted SunGard solutions • Ongoing product customization, support for SunGard product solutions • IT Help Desk and Services Desk upgrade, SI and testing and integrated application environment • Custom development of portal • 24x7x365 remote infastructure • Custom developed applications management support with ISO 27001 solutions or application(s) directly and third-party solutions supported security standards integrated with SunGard solutions • Maintenance includes • ITIL service delivery and support framework • Matured SDLC processes and proven ongoing enhancements methodology for iterative as well • Enterprise network, systems, server • Metrics reporting and dash board as agile projects leveraging global and storage management delivery model • Integrated knowledge management • Metrics reporting and SLAs • Comprehensive PMO function • SLA driven service delivery • Regular security and audit controls Single vendor solution for application and infrastructure management as well as custom development Leverage SunGard’s deep domain and product expertise, tools and frameworks as well as Global Delivery Model Drive operational efficiency and improve quality of service while reducing costFig. 2: SunGard’s managed IT services solution
Application Management ServicesApplication management services can provide you with full service support andmaintenance of your IT portfolio. These services include 24x7 production support,minor and major enhancement, and ongoing application maintenance employing aservice level agreement (slA)-driven model with comprehensive metrics reporting. oursolution covers all aspects of maintenance and support from level 0 through level 3.Application monitoring and regular health checks are included to ensure availability, aswell as a service desk to handle IT support requests. Application management servicessupport sungard products and surrounding applications, as well as other third-partyproducts and custom-developed applications on different technology platforms includinglegacy platforms. We utilize our global delivery model and continuous improvementprocess methodology to support operational efficiency and quality improvement, whilesignificantly reducing your total cost of ownership.Hosting and Infrastructure Management ServicesHosting and infrastructure management services include the full hosting of sungard productsolutions and IT help desk and services desk solutions. our solution provides 24x7x365remote infrastructure management support employing the ITIl service delivery and supportframework. services also include enterprise network and systems management and serverand storage management. A world-class infrastructure, highly qualified IT teams, and aglobal delivery model utilizing onsite and offsite locations enable us to provide continuousinfrastructure support meeting Iso 27001 and sAs70 security standards. These services aregoverned through an slA-driven model with comprehensive metrics reporting and tightsecurity and audit controls.Development and Professional ServicesThrough development and professional services, we provide ongoing sungard productcustomization, upgrades and system integration. We also offer custom development ofportal solutions and applications directly integrated with sungard solutions, includingreport building, user interface white labelling and single sign on integration. Theseservices are managed through mature sDlc processes and proven slA-based operatingmodels for iterative and agile projects, leveraging a global delivery model and governedthrough a comprehensive PMo function.
drIvInG valUE ThrOUGh ManaGEdIT SErvIcESenterprise IT is comprised of three functions:Run/Operate:IT operations, infrastructure and application management typically fall into the run/operatefunction. cIos and IT leadership need to ensure the availability of the IT infrastructure andapplications environment on a 24x7 basis. our objective is to help you reduce operatingcosts and improve operational efficiency.sungard’s managed IT services application management and hosting and infrastructuremanagement services help you meet these objectives.Change:IT leadership is required to ensure that the IT portfolio is constantly improved to bringcloser alignment with the business. The change function includes solution development,implementation, system integration and application consolidation.our managed IT services offering includes custom application development, productupgrades and systems integration, with dedicated resources and a flexible ramp-up andramp-down structure.Transform:IT executive leadership is constantly challenged to innovate and transform IT operationsthrough strategic initiatives and architectural improvements.By leveraging sungard’s managed IT services solution to outsource run/operate and changefunctions, you can stay focused on transformation. With our significant consulting capabilityand domain, technology and product expertise, we can help you innovate and continuouslyimprove IT operations. (Figure 3) TRANSFORM Drive IT Transformation • Improve business processes • IT Planning KEY OBJECTIVES • Increase competitiveness • Business Process Reengineering • Drive Technology transformation • Technology / Architectural Innovation CHANGE Improve Business - IT Alignment • Improve IT portfolio to bring better • Solution Development and alignment with business KEY OBJECTIVES • Driver performance optimzation Systems Integration • Application Consolidation • Achieve higher ROI RUN/OPERATE Drive Operational Efficiency • Reduce cost and improve efficiency and Reduce Cost • Bring Continuous Improvement KEY OBJECTIVES • IT Applications Management • Build Knowledge Assets • IT Infrastructure Management • Redeploy IT resources for strategic initiativesFig. 3: SunGard’s managed IT services solution drives enterprise IT value
ThE SUnGard advanTaGEsungard has the right people, process, tools and framework to support customers withlarge-scale managed IT services around our products:People• Managed IT services experts with strong domain expertise within the financial services industry and with sungard products• A core team and flexible team approach to manage cost and provide quick ramp-up and ramp-down• Program managers, technical experts, business analysts and architects for ongoing optimization, upgrades and integration CUSTOMER FOCUS DELIVERY FOCUS CUSTOMER SUNGARD ONSITE SUNGARD ONSITE SUNGARD REMOTE TEAM Leadership Executive STRATEGIC Product / Practice Product / Practice Team Sponsorship Leadership Delivery Support CIO / Vendor SunGard Relationship Delivery Management Account Team Management Management TACTICAL Client PMO / IT SunGard Program Program Management, Product Management, Management Project Manager(s) Solution Consultant Team Lead Consulting / OPERATIONAL Onsite Team, Remote Team, Support / Dev Lead, IT Team Technical Team Team Lead, QA Leaders Developers Testers
Process• comprehensive transition methodology mitigating outsourcing risks• robust service delivery model for custom development, product upgrades, support and maintenance using ITIl and cMMI best practices• IT portfolio assessment methodology to develop an roI model, cost-benefit analysis and risk-averse outsourcing roadmap• Independent quality assurance and verification Program Management Office OFFICE PROGRAM MANAGEMENT Plan and Setup Knowledge Acquisition Transition to Remote Steady State Operations Delivery Center CONNECTIVITY AND INFRASTRUCTURE SET UP • App Monitoring Helpdesk Shadow Reverse • 24x7 Support REMOTE CENTER SETUP Operations Shadow Operations • Application Maintenance SERVICE DELIVERY PROCESS SETUP • Continuous Improvement • Remote Connectivity • Business/Domain • Knowledge transition to • Steady State Operations utilizing Infrastructure Planning Understanding Workshops remote team Global Delivery model • Remote Center Setup Planning • Technology & Tools • Shadow Operations - Play secondary • Project management and Understanding Workshops role under client guidelines status reporting • Knowledge Transition Planning • Process and Methodology Workshops • Reverse Shadow Operations - Play • Root cause analysis and • Service Delivery Process Planning primary role with minimal client • Web-ex/Video conferences with continuous improvement assistance and oversight remote teams • Productivity improvement • Knowledge-Aquisition effectiveness reviews and checkpoints • Quick ramp-up and ramp-down Knowledge Transition Knowledge DocumentsTransition Knowledge Management Plan Status Reports, & Infrastructure Plan Sign Off Criteria & Operate Phase Process Documents Metrics and SLA Reports Best Practices from SunGard Product Groups and COEsTools and Framework• sungard’s application lifecycle management framework for effective service delivery management and reporting• Integration with a customer’s ticketing tool• slAs and metrics dashboard for engagement governance• Knowledge management portal designed to customer-specific needs• Fully redundant, worldwide data center facilities employing strict security PROCESS and audit controls, complemented by robust business continuity plans TOOLS FRAMEWORK
a SUccESS STOrysungard provides managed services to financial institutions of varying scale andcomplexity. one example:CustomerA leading investment services provider wanted to increase sales and assets on its existingwealth management services platform built on sungard technology. The firm also wantedto contain costs without impacting current service levels.Challenges• The organization faced higher implementation and production support costs for an application portfolio that included sungard wealth management products and the surrounding application environment• The IT leadership wanted to improve its quality assurance capacity• scalability of staff was needed to support increased business volume• There was a need to keep existing IT staff focused on more strategic initiatives• There was a need to optimize/improve the reliability, scalability and capabilities of the wealth management platformSunGard Approach• We utilized our proven portfolio assessment approach and transition process for each service area outsourced. our approach included conducting comprehensive knowledge transfer and shadowing sessions, developing detailed procedures, executing a business change management plan, and executing detailed infrastructure-build and software- migration plans• We developed a comprehensive managed IT services solution to reduce IT operational costs by taking over key service areas. These service areas included help desk, application production support, hosting and infrastructure management, custom development, software quality assurance, and end-user training• sungard utilized a joint onshore-offshore team of more than 50 resources to contain costs of development and quality assurance activitiesResults• By transitioning to sungard’s global delivery model, the investment services provider was able to significantly reduce overall operational cost• The improved quality of service and time to market helped support the growth in the customer’s investment services business• The introduction of a metrics-based reporting process delivered a more predictable environment for monitoring services and costs• Further improvements are underway including process automation and significant reduction of processing time for overnight processes
GETTInG STarTEdFor more information on how you can benefit by sungard’s managed IT services, pleaseemail us at firstname.lastname@example.org or contact your local sungard representative.aBOUT SUnGard cOnSUlTInG SErvIcESsungard consulting services combines business and technology know-how to helpfinancial services and energy companies transform and excel. Through sungard’sglobal delivery model, more than 1,000 consultants assist customers with businessprocess management and business analysis, information management, systemsintegration, custom application development, and application management.