Successful Change Management for Successful Banks
|
|
- Marcus Barton
- 8 years ago
- Views:
Transcription
1 A Point of View Successful Change Management for Successful Banks Abstract IT is undergoing a rapid transformation in the banking industry. No longer independent, IT must play an increasingly greater role in helping banks carry out marketing, sales, and channel integration initiatives, and in ensuring that banks comply with various regulatory requirements. To this end, IT in banking needs to adopt a strategic approach to managing change. This paper looks at what Information Technology Infrastructure Library (ITIL) offers to manage these industry challenges and whether ITIL practices are sufficient to improve performance. The paper presents the view that many of the commonly recommended ITIL best practices are necessary to manage risk but not sufficient to drive top levels of performance. It also looks at emerging trends in banking that IT must keep a close eye on, for managing changes. Introduction The scope of IT in the banking and financial services industry is undergoing a transformation. IT is playing a greater role in helping banks carry out core functions like marketing and sales, as well as channel integration initiatives besides meeting emerging non-discretionary regulatory requirements - some of which are data, operations and IT driven. The criticality and the impact of regulatory changes mandated by the Dodd-Frank Act, Consumer Financial Protection Bureau and Basel III, to name a few, are such that banks have to continuously change their systems. In fact, at Sibos 2012, Francesco Vanni d Archirafi, CEO of Transaction Services at Citibank, said that on an average Citi has to add 6,000 lines of code to its core banking systems every weekend to cope with ever-shifting regulatory targets. Banks also need to handle big changes caused by innovations and disruptions in social communication, mobile banking and internet technologies. As customer self-service options increase, escalating the need for always-on banking, IT in banking is expected to deliver compliance, consistency, continuity and security while changing the way banking is done. With rapid change becoming the norm, it is a difficult balancing act to be agile and flexible while ensuring process discipline. However, it is precisely because there are so many changes that everyone in the bank must understand the impact of introducing even a minor one. Consider a scenario where there is business pressure to roll out a minor change to a back-end application. IT deploys the change as soon as it can, which happens to be a weekday. The change fails; the application is not accessible to customers and banking transactions are suspended. The change was minor but the impact is major. There is no roll-back plan to reverse the change and IT struggles to make the application available. The change failed because of many reasons: change roll-out policies were either not defined or not adhered to; the risk was not accurately assessed and there was no roll-back plan. A costly lesson: both business and IT have learned that a small change can bring a big bank down. What does ITIL say? ITIL Change Management Change Management aims to manage and minimize business risk while ensuring that all authorized changes align with business plans. It enables the management of risks associated with changes to the IT environment by reducing the incidents, disruption and rework caused by these changes. It also enables swift handling and efficient
2 management of all changes by applying standard processes and procedures. Almost every organization has a Change Management process in place - whether it aligns with ITIL best practices or not. All these processes follow the same basic flow at the highest level. A change request is raised, documented and evaluated. Once approved or authorized, it is scheduled and implemented followed by a review to check the quality, effectiveness and efficiency of the change. ITIL Release and Deployment Management ITIL defines a release as a set of changes to an IT service that is built, tested and deployed together. Release and Deployment Management is responsible for planning, scheduling and controlling the build, test and deployment of releases. The release aims to deliver new functionality while protecting the integrity of existing systems by taking a 3600 view when implementing new projects and service changes. Recommendations for success ITIL is a comprehensive and sizeable framework and it can be daunting to identify the right practices to adopt to realize maximum benefits. Given below a list of practices grouped into three buckets: Foundational, Enhancing, and Emerging. The Foundational practices are the basic building blocks while Enhancing ones lead to realization of benefits such as significant reduction in downtime, number of failed / emergency / unauthorized changes and SLA breaches. Emerging practices can help banks stay ahead in the game of successfully managing changes. Foundational practices from ITIL These practices are taken from ITIL Change Management and optimize the way changes are assessed and implemented. 1. Change models Define separate Change Management workflows for different categories of changes. Generally organizations will set up change models for major-minor change, standard-regular change. However, the following categories lead to better design of workflow and are sufficient for most organizations: data center, desktops and work stations, data, and document changes 2. Emergency changes Define a workflow for emergency changes and then ensure that everyone involved in the process understands what to do and when to do it. Closely monitor the number of emergency changes to ensure this process is not a substitute for poor planning. 3. Change approval and authorization Categorize all changes by the potential risk level and have them evaluated by a Change Advisory Board (CAB) and a Change Manager. The CAB should typically spend about 80% of its time reviewing datacenter changes. Institute cross-functional CABs to review medium to high risks. Define and publish low risk, pre-authorized changes that can be implemented by the service desk. 4. Impact analysis Conduct proper due-diligence in assessing the impact of each change for its effect on infrastructure, customer service (as defined in the SLA), capacity and performance, reliability and resilience, contingency planning and security. The impact on other services that run on the same infrastructure, projects in queue and existing vendors contracts also need to be analyzed. It is important to assess the impact of the change on regulatory compliance and the bank s reputation loss. Enable and improve impact analysis by identifying relations between configuration items in a Configuration Management Database. Enhancing Practices Most organizations remain at the Foundational level and do not actively seek to adopt the Enhancing practices. Enhancing practices are rather simple, but when enforced in the true spirit, can yield dramatic improvements in performance. However, it is not easy to implement these practices and it takes ongoing sustained effort and commitment until they are seen as this is how we work here. 2
3 1. Change provides oversight but Release Management builds quality- Most organizations may not have a specific defined process for managing releases, especially if they are not in the business of software development. However, managing releases is just as important as managing changes, if not more. Rigorous Release Management builds quality during the development, build and test phases, whereas Change Management provides oversight of the implementation when it is too late in the development lifecycle to significantly influence quality. Organizations must: Ensure both Change and Release Management practices are integrated in a lifecycle view starting from project request, through development, test, CAB approval, release into the production environment and ending with a post implementation review. Not compromise testing needs. Maintain a test environment that is close to the production environment to identify defects triggered by the environment. Invest resources and time to investigate every release exception and to identify and implement systemic fixes. 2. No process culture, no benefits- No ITIL process can deliver benefits to an organization that does not have a culture of process discipline. The mantra to achieve this is to: Build organization-wide appreciation for following defined processes, from senior IT management to operational support staff levels. Everyone should be made aware that a small change in the production environment can have a major impact. Be stringent with requests for exceptions. For example, a request to release outside a scheduled change window must be accompanied by a strong business case and senior level business approval. Or if you have agreed certain online hours of a global business application so as to run batch jobs and downstream applications, then an exception request for application access outside the agreed hours must come from senior management, for example, a country level business manager. Measure process performance based on outcomes. Focus on identifying and fixing process exceptions. Enforce consequences for process indiscipline. 3. Unprotected production systems can bring an organization down -Recognize that every change to production is a security and availability risk. Limit access to authorized users only. Ensure that every release and back-out plan is tested before deploying the release in production. Define the roles and responsibilities of development and production staff. Limit access of development teams to the extent necessary to help production support teams. Development teams should not be given the access required to promote new versions. The emerging trend of DevOps turns this Enhancing practice on its head and is covered in the next section. Limit the number of unique approved configurations in the production environment. This reduces the complexity of the infrastructure, and directly improves service levels, and the efficiency of development, testing and therefore, of change and release management processes. Use detection tools to monitor configuration deviations and drifts of production systems. Investigate the cause which is quite likely to be an unauthorized change or an incomplete change assessment. Fix all such causes. 4. Automate the actual change, not just the change workflow - The market has many Change Management tools that automate the process flows. But the actual execution of changes still remains manual in most organizations. Automate as many tasks as possible. Examples of this include password resets, virtual server provisioning and patch distribution. 3
4 Emerging Practices Rapid technology advances, economic pressures, changing customer loyalties and aggressive competition are some of the reasons for banks to innovate and keep an eye on emerging practices to both prepare for change and make change. 1. DevOps Traditionally, organizational functions for development, quality assurance and operations have worked in silos. In an extreme case, these functions may be geographically separated, work for different organizations or be under different management structures. Communication overheads and misaligned objectives and incentives of these functions lead to slow and inefficient delivery. Development to operations or DevOps is not a framework but the willingness of an organization to break down the silos through shared ownership, communication and collaboration across functions. DevOps is viewed as an end to end lifecycle, with unified processes, tools and metrics. Developers are given more environment control and Operations are empowered with more application-centric understanding. 2. Social Media Social media has so far been used more as a marketing tool than for customer engagement. A few banks now leverage Twitter to receive customer service requests. One bank allows users to check their bank balance via Facebook. This impacts the way some change requests may be processed and internal IT functions will have to revamp processes for integration with digital channels. Do-it-Yourself (DIY) is an increasing trend and this can be applied to Change Management wherein individuals will manage change through smart phones apps and on-demand video from corporate channels. A growing number of banks are now focusing on communities of practice as a key to improving their performance. Customer communities of practice, in specific, are important to the introduction of innovative products and services. These communities may be on discussion boards, newsgroups, webinars or Second Life and Change Managers may need to acquire mastery of these virtual tools. 3. Online, mobile, and tablet banking Online, mobile and tablet banking is at the top of the agenda for many banks as they work on enhancing self-service capabilities. A bank in Australia reported that currently, the number of daily mobile transactions equates to the number of transactions executed by their top forty branches. The market has non-banking players such as Google and Square dominating mobile payments and contactless point of sales with the Google Wallet, Square Register and Square Wallet apps. Banks will have to strategize and plan how to integrate these disruptive ways of doing business with their existing systems and processes. Smart phone apps and internet applications, used directly by customers, will need robust change and release management practices to be put in place as the impact of a failed change can almost instantly ruin the bank s reputation and credibility. 4. Virtual CABs Traditional infrequent CAB meetings cannot support the accelerated pace of change. Some organizations are setting up virtual CABs wherein the CAB members evaluate and take action on changes without a full meeting. Traditional meetings may be needed in some cases, but an increasing percentage of changes can be governed by the virtual CAB. 5. IT Analytics Due to the increased complexity of the IT landscape, it is difficult to make well-informed decisions such as the ones made by the CAB. Take advantage of innovations in analytics relating to event correlation, topological relationship, statistical pattern and con figuration to automate some CAB decisions. 4
5 Conclusion Banks today need to meet the increasing demands of business and comply with new non-discretionary regulations while driving operational efficiency, and staying ahead of competition through innovation and new technologies. This leads to ever increasing pressure for changes to be made to IT infrastructure, application and data. It is clear that banks must adopt a strategic approach to manage changes to IT. Most banks do manage changes as recommended by ITIL. These recommendations are: Standard flows for different types of changes Categorization of changes by the level of risks associated Assessment of change impact However, to realize significant performance benefits in terms of increased uptime, SLA compliance and successful changes, banks should consider adopting the Enhancing practices, recommended in this paper. Start with Change Management, but do not stop there. Implement Release Management practices to complete the lifecycle. Build a process focused culture and manage process exceptions. Protect your production system with effective access control and standardized configuration management practices. Automate tasks that implement the change Even as Enhancing practices improve performance levels, it is important to monitor emerging practices in DevOps, social media, online and mobile banking and IT analytics, which render the necessary foresight to manage and drive future changes. About the author Anju Saxena Business Development Head (UK & Ireland), IT Strategy and IT Process & Service Management Consulting Anju has over 20 years of experience working with clients around the globe on projects related to service design and delivery, planning and running service improvement initiatives, setting up service delivery for new joint ventures and integrating services in multi-vendor environments. She was a leading member of the project that delivered savings of up to 4.8 million Euros to the production management of a leading global bank. This project won TCS the Association of Management Consulting Firms (AMCF) award for operational performance. Anju has presented papers at forums such as SEPG North America, European Lean Council Summit, Paris and ITSM International Colloquium, Bangalore. Acknowledged as a reviewer in the ITIL Service Design 2011 book, she has also reviewed the initial CMMI-SVC draft model from the Software Engineering Institute. 5
6 About TCS Banking and Finance Solutions Over the past four decades, TCS has partnered with multiple clients in the BFS world and has executed a number of complex and time critical assignments under challenging business and operating environments. The BFS world sees TCS as an organization with strong foundation and superior understanding of the Financial Services market. This paved the way for creation of unparalleled vertical expertise. Our end to end offerings, comprehensive product suite, scalable processes and innovative frameworks have enabled significant strategic value creation for our clients by helping them optimize their IT investments, enhancing operational efficiencies, minimizing risk, and acquire sustained cost leadership. In the BFS industry, TCS is ranked high, at No. 2 in the FinTech 100 ranking, and has been among the top 10 companies for the last five years. With 12 out of top 20 global FIs as customers, the clientele include big and small banks, development institutions, regulatory institutions and diversified & specialty finance institutions. The BFS ISU works closely with Financial Services institutions across the Think, Build & Operate space to fulfill their strategic & tactical objectives. The sub practices include Retail banking, commercial / corporate banking, Capital Markets (Investment, Wealth Management and Securities), Market Infrastructure, Cards (Credit, Debit, Loyalty), Risk Management and Treasury. The TCS risk management framework has been rated as a leader by the financial research firm, Tower Group. Everest Research has also ranked TCS as the leader in the banking application outsourcing space. Contact To know more about TCS Banking and Finance Solutions, bfs.marketing@tcs.com About Tata Consultancy Services Ltd (TCS) Tata Consultancy Services is an IT services, consulting and business solutions organization that delivers real results to global business, ensuring a level of certainty no other firm can match. TCS offers a consulting-led, integrated portfolio of IT and IT-enabled infrastructure, engineering and assurance services. This is delivered through its unique Global Network Delivery ModelTM, recognized as the benchmark of excellence in software development. A part of the Tata Group, India s largest industrial conglomerate, TCS has a global footprint and is listed on the National Stock Exchange and Bombay Stock Exchange in India. IT Services Business Solutions Consulting All content / information present here is the exclusive property of Tata Consultancy Services Limited (TCS). The content / information contained here is correct at the time of publishing. No material from here may be copied, modified, reproduced, republished, uploaded, transmitted, posted or distributed in any form without prior written permission from TCS. Unauthorized use of the content / information appearing here may violate copyright, trademark and other applicable laws, and could result in criminal or civil penalties. Copyright 2013 Tata Consultancy Services Limited TCS Design Services I M I 12 I 13 For more information, visit us at
Dodd Frank Act and the Consumer Affect on Banks
A Point of View Dodd Frank Act: Partner your way to Compliance With the passage of the Dodd Frank Act, banks and financial institutions are grappling with a highly restrictive environment and burgeoning
More informationBanking & Financial Services. White Paper. Automated Advice Delivery Platforms: Simplifying the Investment Management Game
Banking & Financial Services White Paper Automated Advice Delivery Platforms: Simplifying the Investment Management Game About the Authors Srinivasa Kumar Yerchuru Srinivasa Kumar Yerchuru heads the Capital
More informationNext Generation Electric Utilities Gear up Using Cloud Based Services
A Point of View Next Generation Electric Utilities Gear up Using Cloud Based Services Abstract Globally, liberalization of the electricity sector has driven a paradigm shift in the ownership structure,
More informationKYCS - Integrating KYC with Social Identity: The Future-Ready Marketing Approach
A Point of View KYCS - Integrating KYC with Identity: The Future-Ready Marketing Approach Abstract media has empowered us to voice and share our opinion on things that impact our lives. It has reshaped
More informationOver 18,400 branches. 21,843 ATMs. 261 million accounts. Enabling State Bank of India to create the world s largest homogenous banking network
Wealth Management Volatility and uncertainty in the markets have given rise to a new class of customers who are extremely cautious and demand absolute transparency from their advisors. They now expect
More informationion Customer Relationship Management (CRM) Solution
ion Customer Relationship Management (CRM) Solution How do you command the loyalty of your customers in a competitive market? How do you achieve an increase in sales? To help you answer these questions,
More informationion IT-as-a-Service Solution
ion IT-as-a-Service Solution "The ion Manufacturing Solution enabled us to control our business more meaningfully, including our field operations. Through the Field Force module, we have updated information
More informationOverview. Société Générale
Payments Ever-changing market dynamics, customer expectations, rapidly evolving regulatory measures, ageing technology, consolidation in corporate treasury, advent of electronic instruments, increased
More informationion Human Capital Management Solution
ion Human Capital Solution For organizations spread across multiple sites, Human Resource processes such as recruitment, deputation, and employee appraisal are complex. HR departments are increasingly
More informationRedefining Agile to Realize Continuous Business Value
A Point of View Redefining Agile to Realize Continuous Business Value Abstract As enterprises look to move the needle on their business in an intensely competitive market, they expect superior performance
More informationBring Your Own Device (BYOD) A point of view
Bring Your Own Device (BYOD) A point of view BYOD - Consumer driven IT Today, consumers possess powerful devices for their personal needs. Often, the computing power and features of the devices bought
More informationEnterprise-wide Anti-money Laundering and KYC Initiatives A point of view
Enterprise-wide Anti-money Laundering and KYC Initiatives A point of view Introduction Every financial institution is charged with the responsibility of developing policies and procedures to combat money
More informationBusiness Process Services. White Paper. Automating Email Management: Managing Workflow Effectively
Business Process Services White Paper Automating Email Management: Managing Workflow Effectively About the Authors Deva Latha S. Assistant Consultant Deva Latha has over nine years of experience in Business
More informationLead the Retail Revolution.
Lead the Retail Revolution. The retail industry is at the center of a dramatic shift in the way consumers shop and interact with their retailers. After hundreds of years of customers going to the store,
More informationBusiness Process Services. White Paper. Optimizing Extended Warranty Processes by Embracing Analytics
Business Process Services White Paper Optimizing Extended Warranty Processes by Embracing Analytics About the Author Dr. Anuj Prakash Anuj Prakash is a part of the TCS Analytics and Insights Practice,
More informationEnter an insurance solution, TCS BaNCS from Tata Consultancy Services.
Insurance The financial crisis of 2008 and the subsequent recovery process, though tepid, has altered the insurance industry landscape significantly. Today, the focus is on enhancing efficiencies and controlling
More informationBanking & Financial Services. White Paper. Fiduciary Advice: A Step toward Responsible Retirement Investment Management
Banking & Financial Services White Paper Fiduciary Advice: A Step toward Responsible Retirement Investment Management About the Author Shalini Joshi Shalini Joshi is a Domain Consultant with the Banking
More informationRobotic Process Automation: Reenergizing the Directory Publishing Industry
A Point of View Robotic Process Automation: Reenergizing the Directory Publishing Industry Abstract Evolving digital marketing avenues including video, SEM/SEO, mobile, and social media are fast replacing
More informationRetail. White Paper. Driving Strategic Sourcing Effectively with Supply Market Intelligence
Retail White Paper Driving Strategic Sourcing Effectively with Supply Market Intelligence About the Author Devaraj Chithur Devaraj is part of the Supply Chain group within Tata Consultancy Services (TCS)
More informationLinking Transformational Initiatives to Desired Business Outcomes: Leveraging a Business-Metrics Driven Framework
Business Process Services White Paper Linking Transformational Initiatives to Desired Business Outcomes: Leveraging a Business-Metrics Driven Framework About the Author Venkatesh Kuppuswamy Venkatesh Kuppuswamy
More informationLife Sciences. White Paper. Integrated Digital Marketing: The Key To Understanding Your Customer
Life Sciences White Paper Integrated Digital Marketing: The Key To Understanding Your Customer About the Authors Raghunandan H Head, Life Sciences Sales & Marketing Center of Excellence Raghunandan (Raghu)
More informationTCS Supply Chain Center of Excellence
TCS Supply Chain Center of Excellence Delivering Supply Chain Performance in Complex Dynamic Markets Supply Chain Management Supply Chain Management (SCM) has evolved and the focus has now shifted from
More informationHiTech. White Paper. Storage-as-a-Service. SAN and NAS Reference Architectures leveraging Private Cloud Storage
HiTech White Paper -as-a-service SAN and NAS Reference Architectures leveraging Private Cloud About the Author Ankur Srivastava Ankur Srivastava is a Solution Architect working with the Hi Tech Industry
More informationDriving Airline Revenues and Profitability by Delivering Great Customer Experiences
A Point of View Driving Airline Revenues and Profitability by Delivering Great Customer Experiences Two New Studies Point to the Direction Airlines are Taking with Their Customer Experience (CX) Initiatives.
More informationSeven Strategic Imperatives for Transitioning to a Shared Services Model
A Point of View Seven Strategic Imperatives for Transitioning to a Shared Services Model Abstract Given today s tough business climate, organizations are adopting a shared services model to realize cost
More informationBusiness Process Services. White Paper. Managing Customer Experience: Strategies for Success
Business Process Services White Paper Managing Customer Experience: Strategies for Success About the Author Ashwin Fernandes, Assistant Manager, TCS Ashwin is a practice consultant in the Innovation and
More informationBusiness Process Transformation A Pulse Check
White Paper Business Process Transformation A Pulse Check Over the last decade or two, two trends have been noticeable across all businesses. The move towards consolidation of office-based operations,
More informationA pay-as-you-use model About TCS ion Integrated solutions Personalized solutions www.tcsion.com Automatic upgrades Increased agility
ion Payroll Solution As organizations strive to improve employee morale, job satisfaction, and productivity, it becomes imperative to regularize the payroll cycles, in order to keep employees motivated.
More informationBusiness Process Services. White Paper. Improving Agility in Accounts Receivables with Statistical Prediction and Modeling
Business Process Services White Paper Improving Agility in Accounts Receivables with Statistical Prediction and Modeling About the Authors R Rengesh Siva Rengesh Siva has over 14 years of experience in
More informationDigital Enterprise Unit. White Paper. Reimagining the Future of Field Service Management with Digital Technologies
Digital Enterprise Unit White Paper Reimagining the Future of Field Service Management with Digital Technologies About the Author Rahul Trisal Rahul is a senior Digital Strategy Consultant with TCS' Digital
More informationBusiness Process Services. White Paper. Effective Credit Risk Assessment Strengthening the Financial Spreading with Technology Enablers
Business Process Services White Paper Effective Credit Risk Assessment Strengthening the Financial Spreading with Technology Enablers About the Author Vijay Muppavarapu Vijay is a subject matter expert
More informationBusiness Process Services. White Paper. Predictive Analytics in HR: A Primer
Business Process Services White Paper Predictive Analytics in HR: A Primer About the Authors Tuhin Subhra Dey Tuhin is a member of the Analytics and Insights team at Tata Consultancy Services (TCS), where
More informationWhite Paper. Social Analytics
White Paper Social Analytics This paper brings to forefront the growing popularity of social media as a source of data for analytics with relation to the telecom industry. The paper further elaborates
More informationBanking & Financial Services. White Paper. Organizing the Retail Bank for Omni-Channel
Banking & Financial Services White Paper Organizing the Retail Bank for Omni-Channel About the Authors K Krithivasan President, Banking and Financial Services (BFS) Business Unit, TCS K Krithivasan (Krithi)
More informationThe four windows of organizational change in training for ERP transformation
White Paper The four windows of organizational change in training for ERP transformation Managing users apprehension to change has always been a challenge for large scale ERP implementations. Moving the
More informationBusiness Partner of. Hardware + Network + Software + Services
Business Partner of Hardware + Network + Software + Services About RDS Business Services RDS Business Services do services like Web Services, Software Services, Software Testing, Contract Staffing, Placement
More informationBusiness Process Services. White Paper. Personalizing E-Commerce: Improving Interactivity to Increase Revenues
Business Process Services White Paper Personalizing E-Commerce: Improving Interactivity to Increase Revenues About the Author Subramaniam MV Subramaniam is a Delivery Manager at Tata Consultancy Services
More informationBusiness Process Services. White Paper. Social Media Influence: Looking Beyond Activities and Followers
Business Process Services White Paper Social Media Influence: Looking Beyond Activities and Followers About the Author Vandita Bansal Vandita Bansal is a subject matter expert in Analytics and Insights
More informationBusiness Process Services. White Paper. Mitigating Trade Fraud: The Case for Detecting Group Level Fraudulent Activity
Business Process Services White Paper Mitigating Trade Fraud: The Case for Detecting Group Level Fraudulent Activity About the Author Narasimha Murty M V Narasimha Murty holds a Master's degree in Mathematics
More informationIT Operations Management. Intelligent. Integrated. Innovative.
IT Operations Management Intelligent. Integrated. Innovative. Who We Are We are Symphony SUMMIT. We offer intelligent, integrated, and innovative solutions for managing IT operations. Our mantra is to
More informationBusiness Process Services. White Paper. Configurable, Automated Workflows: Transforming Process Effectiveness for Business Excellence
Business Process Services White Paper Configurable, Automated Workflows: Transforming Process Effectiveness for Business Excellence About the Authors Ohm Kumar Ohm Kumar is a Business Analyst with the
More informationBanking & Financial Services. White Paper. How a Hybrid Cloud Strategy can help Financial Institutions Realize Business Value
Banking & Financial Services White Paper How a Hybrid Cloud Strategy can help Financial Institutions Realize Business Value About the Author Ravi Satyanarayana Solution Architect and Consultant Ravi Satyanarayana
More informationIT Infrastructure Services. White Paper. Utilizing Software Defined Network to Ensure Agility in IT Service Delivery
IT Infrastructure Services White Paper Utilizing Software Defined Network to Ensure Agility in IT Service Delivery About the Author Siddhesh Rane Siddhesh Rane is a Technical Architect and part of the
More informationBenchmarking Software Quality With Applied Cost of Quality
Benchmarking Software Quality With Applied Cost of Quality Cost of Quality has remained theoretical in many treatments despite its powerful relevance in software quality. A survey-based approach makes
More informationBusiness Process Services. White Paper. Improving Regulatory Compliance in the Mortgage Industry
Business Process Services White Paper Improving Regulatory Compliance in the Mortgage Industry About the Author Lovette Patrick D'Souza Lovette Patrick D'Souza has over 10 years of experience in Banking
More informationBacklog Management Index (BMI) Evaluation and Improvement An ITIL Approach
Backlog Management Index (BMI) Evaluation and Improvement An ITIL Approach Backlog Management Index is one of the important metrics that is closely monitored in Steady State of Maintenance and Support
More informationTCS Hy5 Presidio Your Mobile Environment, Your Way Configure, Secure, Deploy. Mobility Solutions
TCS Hy5 Presidio Your Mobile Environment, Your Way Configure, Secure, Deploy Mobility Solutions The growth of in-house and third-party enterprise mobile applications; device diversity across ios, Android,
More informationConferencing Agent Enhancing the Communication Experience
White Paper Conferencing Agent Enhancing the Communication Experience To achieve corporate operational excellence, the existing resources of an organization must be utilized to the best possible extent.
More informationAchieving Control: The Four Critical Success Factors of Change Management. Technology Concepts & Business Considerations
Achieving Control: The Four Critical Success Factors of Change Management Technology Concepts & Business Considerations T e c h n i c a l W H I T E P A P E R Table of Contents Executive Summary...........................................................
More informationBusiness Process Services. White Paper. Improving Efficiency in Business Process Services through User Interface Re-engineering
Business Process Services White Paper Improving Efficiency in Business Process Services through User Interface Re-engineering About the Authors Mahesh Kshirsagar Mahesh has a vast experience of about 24
More informationBusiness Process Services. White Paper. Business Intelligence in Finance & Accounting: Foundation for an Agile Enterprise
Business Process Services White Paper Business Intelligence in Finance & Accounting: Foundation for an Agile Enterprise About the Author Balaji Venkat Chellam Iyer Balaji has over 18 years of experience
More informationAnalysis of Surveys. A Point of View. About this Viewpoint. Surveys Give a Voice to the Stakeholders
A Point of View Analysis of Surveys About this Viewpoint Analyzing survey responses helps organizations to identify any deficiencies in their products and services and initiate remedial measures. Understanding
More informationBusiness Process Services. White Paper. Five Principles to Consider when Consolidating your Finance and Accounting Function
Business Process Services White Paper Five Principles to Consider when Consolidating your Finance and Accounting Function About the Authors Vikas Golchha, Associate Vice President, TCS Vikas is part of
More informationDriving Airline Revenues and Profitability by Delivering Great Customer Experiences
A Point of View Driving Airline Revenues and Profitability by Delivering Great Customer Experiences Two New Studies Point to the Direction Airlines are Taking with Their Customer Experience (CX) Initiatives.
More informationBackward Scheduling An effective way of scheduling Warehouse activities
Backward Scheduling An effective way of scheduling Warehouse activities Traditionally, scheduling algorithms were used in capital intensive production processes where there was a need to optimize the production
More informationOverview. Integrated Front-mid-back office as well as standalone Front office or Back-office solution or Trading Channels
Securities Trading The adoption of technology is rapidly changing the dynamics of the brokerage industry. The increasing use of smartphones and tablets represent a transformation in the way in which investors
More informationBridging the IT Business Gap The Role of an Enterprise Architect
Whitepaper Bridging the IT Business Gap The Role of an Enterprise Architect Today s enterprises understand the value that Information Technology (IT) can bring to their business. IT supports day-to-day
More informationVIEW POINT. Getting cloud management and sustenance right! It is not about cloud, it s about tomorrow s enterprise
VIEW POINT Getting cloud management and sustenance right! It is not about cloud, it s about tomorrow s enterprise Soma Sekhar Pamidi, Vinay Srivastava, Mayur Chakravarty The dynamic technologies of cloud
More informationTransportation Solutions Built on Oracle Transportation Management. Enterprise Solutions
Transportation Solutions Built on Oracle Transportation Management Enterprise Solutions Optimizing transportation operations and ensuring improved customer service Today s complex and challenging business
More informationSecurities Processing
Securities Processing Several challenges in the global securities market including new regulations, the pressure to reduce cost and minimize risk along with the mounting need for transparency, are forcing
More informationSimplify your admission process - The ion Way
Simplify your admission process - The ion Way Coordination from TCS employees has helped us lot in implementation of all modules of the ERP. It was helpful to have a person that managed to implement our
More informationion Manufacturing Solution
ion Manufacturing Solution Today with ion, while I am driving home I get to see all the information that I need, even when I am in a customer place I can take decisions looking at the information that
More informationIT Infrastructure Services. White Paper. Cyber Risk Mitigation for Smart Cities
IT Infrastructure Services White Paper Cyber Risk Mitigation for Smart Cities About the Author Abhik Chaudhuri Abhik Chaudhuri is a Domain Consultant with the Information Technology Infrastructure Services
More informationEMC DOCUMENTUM MANAGING DISTRIBUTED ACCESS
EMC DOCUMENTUM MANAGING DISTRIBUTED ACCESS This white paper describes the various distributed architectures supported by EMC Documentum and the relative merits and demerits of each model. It can be used
More informationDigital Enterprise. White Paper. Multi-Channel Strategies that Deliver Results with the Right Marketing Attribution Model
Digital Enterprise White Paper Multi-Channel Strategies that Deliver Results with the Right Marketing Model About the Authors Vishal Machewad Head Marketing Services Practice Vishal Machewad has over 13
More informationTCS Research Fellowship Program. Frequently Asked Questions by Researchers
TCS Research Fellowship Program Frequently Asked Questions by Researchers July 2010 Q1) What is the Aim of the scheme? The scheme is primarily aimed to help enhance our nation s talent base in doing research
More informationWhite Paper. Social Media for Wealth Managers. - Swaran Kumar Patnaik. Abstract. www.infosys.com
White Paper Social Media for Wealth Managers - Swaran Kumar Patnaik Abstract Today, social media is becoming a popular way of interacting with customers while at the same time improving the firm s brand
More informationThe Modern Service Desk: How Advanced Integration, Process Automation, and ITIL Support Enable ITSM Solutions That Deliver Business Confidence
How Advanced Integration, Process Automation, and ITIL Support Enable ITSM Solutions That Deliver White Paper: BEST PRACTICES The Modern Service Desk: Contents Introduction............................................................................................
More informationProcurement needs a Digital Strategy
White Paper Procurement needs a Digital Strategy Marketing executives across the world have very clearly been concerned with digital strategy for some time, leveraging the benefits of greater reach and
More informationBPM Perspectives Positioning and Fitment drivers
BPM Perspectives Positioning and Fitment drivers BPM is a commonly used and much hyped acronym. It popularly stands for Business Process Management but now it achieves much more than just that. Especially
More informationBusiness Process Services. White Paper. Providing Customer Service the Social Way
Business Process Services White Paper Providing Customer Service the Social Way About the Author Awani Sarogi Awani is a subject matter expert in digital media, developing digital media solutions and offerings
More informationImplement Business Process Management to realize Cost Savings and High Return on Investments
Implement Business Process Management to realize Cost Savings and High Return on Investments Business Process Management (BPM) was unheard of just a few years ago, but it has burst onto the global scene
More informationDigital Enterprise. White Paper. Capturing the Voice of the Employee: Enterprise Social Media Monitoring and Analytics
Digital Enterprise White Paper Capturing the Voice of the Employee: Enterprise Social Media Monitoring and Analytics About the Authors Praveen Mishra Praveen Mishra is a Business Development Lead with
More informationACCELERATE INNOVATION. Get direct access to customers. Finacle Direct Banking Solution
ACCELERATE INNOVATION. Get direct access to customers. Finacle Direct Banking Solution A new way to reach tomorrow s customers As financial institutions seek to thrive in a changing world, they have realized
More informationOmni-Channel Banking Customer Experience: Forget What You Thought You Knew about Channels
A Point of View Omni-Channel Banking Customer Experience: Forget What You Thought You Knew about Channels In social media, customers discuss their experience across ALL your interaction channels, which
More informationBI Today and Tomorrow
White Paper BI Today and Tomorrow BI has been one of the most important business initiatives providing positive impact on the health of organizations. Usually, questions are raised on the maturity of the
More informationSaaS Adoption Lifecycle in Life-Sciences Companies
www.arisglobal.com A White Paper Presented By ArisGlobal SaaS Adoption Lifecycle in Life-Sciences Companies by Achal Verma, Associate Director - Program Delivery, Cloud Services Abstract With increasing
More informationLeveraging Unstructured Text Data for Banks
A Point of View Leveraging Unstructured Text Data for Banks Abstract Banks have volumes of unstructured text data related to customers, businesses, processes and employee engagement which are a source
More informationMatch point: Who will win the game, ITIL or CMMI-SVC? NA SEPG 2011 Paper Presentation
Match point: Who will win the game, ITIL or CMMI-SVC? NA SEPG 2011 Paper Presentation Anju Saxena John Maher IT Process and Service Management Global Consulting Practice ITIL is a Registered Trade Mark,
More informationBusiness Process Services. White Paper. Strengthening Business Operations with the Digital Five Forces
Business Process Services White Paper Strengthening Business Operations with the Digital Five Forces About the Author Mahesh Kshirsagar Mahesh Kshirsagar heads Technology Transformation in the Business
More informationCA Service Desk On-Demand
PRODUCT BRIEF: CA SERVICE DESK ON DEMAND -Demand Demand is a versatile, ready-to-use IT support solution delivered On Demand to help you build a superior Request, Incident, Change and Problem solving system.
More informationthe limits of your infrastructure. How to get the most out of virtualization
the limits of your infrastructure. How to get the most out of virtualization Business white paper Table of contents Executive summary...4 The benefits of virtualization?...4 How people and processes add
More informationHP Service Manager software
HP Service Manager software The HP next generation IT Service Management solution is the industry leading consolidated IT service desk. Brochure HP Service Manager: Setting the standard for IT Service
More informationCA Automation Suite for Data Centers
PRODUCT SHEET CA Automation Suite for Data Centers agility made possible Technology has outpaced the ability to manage it manually in every large enterprise and many smaller ones. Failure to build and
More informationUnderstanding the Business Value of Infrastructure Management
The Essentials Series: Infrastructure Management Understanding the Business Value of Infrastructure Management sponsored by by Chad Marshall Understanding the Business Value of Infrastructure Management...1
More informationDevOps. Happiest People Happiest Customers
DevOps Happiest People Happiest Customers Contents Introduction...3 What Is DevOps?...3 Do We Really Need DevOps?...4 Survey of DevOps Quantifiable Benefits...5 How Does DevOps Work Anyways?...5 Challenges
More informationW H I T E P A P E R E n a b l i n g D a t a c e n t e r A u t o mation with Virtualized Infrastructure
W H I T E P A P E R E n a b l i n g D a t a c e n t e r A u t o mation with Virtualized Infrastructure Sponsored by: VMware Tim Grieser August 2008 IDC OPINION Global Headquarters: 5 Speen Street Framingham,
More informationImage Area. View Point. Transforming your Metrics Program with the right set of Silver Bullets. www.infosys.com
Image Area View Point Transforming your Metrics Program with the right set of Silver Bullets www.infosys.com Introduction Today s organizations are competing in a fast-paced marketplace driven by new technologies,
More informationManaged Desktop Support Services
managed enterprise technologies Managed Desktop Support Services MET Managed Desktop Support Service Most organisations spend lots of time and money trying to manage complex desktop environments and worrying
More informationHP and netforensics Security Information Management solutions. Business blueprint
HP and netforensics Security Information Management solutions Business blueprint Executive Summary Every day there are new destructive cyber-threats and vulnerabilities that may limit your organization
More informationIT Service Management. The Role of Service Request Management
RL Consulting IT Service Management The Role of Service Request Management Prepared by: Rick Leopoldi June 1, 2007 Copyright 2001-2007. All rights reserved. Duplication of this document or extraction of
More informationImplement a unified approach to service quality management.
Service quality management solutions To support your business objectives Implement a unified approach to service quality management. Highlights Deliver high-quality software applications that meet functional
More informationTechnology. Accenture Infrastructure Outsourcing Services
Technology Accenture Infrastructure Outsourcing Services 2 Accenture Infrastructure Outsourcing Services enable organizations to create a more cost-effective and responsive IT infrastructure one that not
More informationSonata Managed Application Lifecycle Services
Sonata Managed Application Lifecycle Services Leveraging IT to Deliver Growth-Centric Business Transformation Make IT an Enabler of Your Business with the Right Partner In today s complex and ever-changing
More informationTransforming change: four steps toward more effective change management
Transforming change: four steps toward more effective change management Table of contents Executive summary...3 Speed and risk: challenges for IT change...3 Transforming change: requirements for better
More informationHiTech. White Paper. A Next Generation Search System for Today's Digital Enterprises
HiTech White Paper A Next Generation Search System for Today's Digital Enterprises About the Author Ajay Parashar Ajay Parashar is a Solution Architect with the HiTech business unit at Tata Consultancy
More informationBusiness Process Services. White Paper. Transforming the Mortgage Lending Process through Social Media
Business Process Services White Paper Transforming the Mortgage Lending Process through Social Media About the Author Ramani Balakrishnan Ramani Balakrishnan is a domain consultant in the Transformation
More informationCloud Computing for Consumer Products Industry Series 1
Whitepaper Cloud Computing for Consumer Products Industry Series 1 Cloud Computing is one of the most frequently used buzzword across industry segments and there is substantial increase in the adoption
More informationBusiness Process Services. White Paper. Effective Vendor Management: Improving Supply Chain Efficiencies, Reducing Risk
Business Process Services White Paper Effective Vendor Management: Improving Supply Chain Efficiencies, Reducing Risk About the Author Devaraj Chithur Devaraj Chithur is a subject matter expert on supply
More informationCisco Unified Workforce Optimization for Cisco Unified Contact Center Express
Cisco Unified Workforce Optimization for Cisco Unified Contact Center Express Cisco Unified Communications is a comprehensive IP communications system of voice, video, data, and mobility products and applications.
More information