1 RECONCILIATION IntelliMatch Operational Control services Optimize. PRODUCT SHEET Maximize potential with services Efficient managed reconciliation service Overview At its best, technology provides financial institutions with a powerful means to tackle business challenges, as they strive to comply with regulation, increase transparency, reduce costs and improve efficiency. Nowhere is this more pertinent than the operational environment, where reconciliation and system validation now constitute a larger part of business processes. With revenue under pressure, and as technology environments become more complex, automated reconciliation solutions can put organizations in a stronger position to do more with less, run their business more effectively and reduce time to market for competitive products. Implementing and running a new solution, however, can introduce further complexity and risks that may limit its success and possibilities. Increasingly, to maximize the potential of their technology, institutions must find ways to: IMPROVE COST MANAGEMENT reduce regulatory costs, manage projects effectively and support appropriate technology models, for more efficient and cost-effective reconciliation operations REDUCE RISK change and run the business with confidence, expert support and a level of service in line with your objectives DELIVER CONTINUOUS IMPROVEMENT fulfill the potential of your reconciliation investment with an operational model that meets all business requirements and supports continuous innovation, best practice and growth SunGard can help helps financial institutions maximize the potential of technology, by providing professional and managed services with a dedicated focus on reconciliations. Through our specialist support, banks, brokers and buy-side firms are in a stronger position to improve cost management, reduce risk and deliver continuous improvement across their operations. Services provides the following: Advisory service a broad range of services to support, for example, expanded use of our solution, regulatory change, infrastructure design, on-boarding, optimization and health check audits for continuous improvement of reconciliation processes Implementation support applying technical and business expertise and methodology for the successful delivery of projects with expert installation and configuration support Training giving IntelliMatch Operational Control stakeholders all the practical skills they need for optimal use, administration and application of the system through fully customizable training and after-course programs, including e-learning and train-the-trainer courses Team augmentation filling short or long-term gaps in your reconciliation resources with a dedicated, cost-effective onshore or offshore team for your organization Managed services tailored to your requirements and ranging from the hosting of infrastructure to full application management and business process outsourcing, for lower costs and improved operational performance
2 IntelliMatch Operational Control services Efficient managed reconciliation services Business overview Constrained by increased regulation and reduced budgets, operations and IT departments in today s financial institutions are under pressure to do more with less. On one hand they must continually strive to support growth to improve revenue, and enable the rapid roll-out of new products and services. On the other, they need to keep costs and risk to a minimum. With data accuracy and transparency now critical to achieving compliance and managing risk, it is increasingly important to ensure an efficient, scalable reconciliation environment. While automated solutions can help achieve this objective, organizations may lack the appetite, resources or expertise to manage them effectively. To maximize the potential of their technology, while controlling the operational risks of running the business, they must be able to: Understand and control the total cost of running their reconciliation solution Maintain control over processes and sensitive data, for security and compliance Reduce the key man risk of dependence on individuals for solution knowledge or experience Keep abreast of new system functionality following upgrades or enhancements Ensure ongoing system maintenance: from small changes to enhance or correct match rules, to major upgrades of software or operating systems Guarantee access to back-up systems through business continuity planning SunGard can help provides a range of managed reconciliation services to help financial institutions maximize the potential of reconciliation solutions and minimize associated operational risks and costs. Tailored to your specific requirements, our managed services can vary in scope from the hosting of scalable infrastructure and managed technical services to full application management and business process outsourcing. Whatever the size of your organization, we can take on as much responsibility as you need for the running of your reconciliation solution helping improve operational performance while you focus on your core business. Through our managed reconciliation services, we can help financial institutions of all sizes address their different challenges helping them run their business more efficiently and cost-effectively, with less operational risk. A small financial institution, for example, may lack the IT personnel, infrastructure, expertise and budget to get the best from a reconciliation solution. With only a predictable, monthly fee to consider, a managed service will reduce the costs and complexity of building a new system and training staff to manage it. Similarly, while a major financial institution might have a large IT department, resources are increasingly stretched across many solutions and non-core technologies are under-maintained. Staff are therefore unlikely to develop the necessary specialist software knowledge that a managed service provider can supply. Or, an organization may want to avoid updating ageing or obsolete infrastructure to support a new solution and the significant levels of resources and capital expenditure this would involve. Clearly define support structures and responsibilities across the technology environment Scale infrastructure and resources up and down rapidly to meet changing business requirements and peaks in activity DID YOU KNOW? More than one-third of finance CEOs expect to outsource a business process in the next 12 months BPO, cloud and managed services will take up an increasing share of the total spend on outsourcing. CEB TOWERGROUP OUTSOURCING: INCREASE PROFITABILITY AND DECREASE SPENDING.
3 Managed reconciliation services The scope of our managed reconciliation services The fundamental aim of our managed reconciliation services is to run IntelliMatch Operational Control on your behalf. With 24-hour application monitoring and a dedicated service desk, we will manage third-party data feeds, user access requirements, reporting metrics and staff training requirements. In addition, we will handle all technical and product upgrades and fixes including minor system changes and security patches. As the solution vendor, our experienced consultants are always in the strongest position to manage the application on a day-to-day basis, provide long-term continuity of skills, and help to proactively identify new and changing requirements. Using our own IntelliMatch Enterprise Management Studio, we can also help you continually monitor the status of reconciliations in real time and track adherence to service level agreements (SLAs). As well as managing the core application, we can extend our partnership with you to create and manage a dedicated team that will run your entire reconciliation operation. This will enable you to concentrate on your core areas of expertise, safe in the knowledge that IntelliMatch Operational Control reconciliation specialists, acting as an extension to your own team, are responsible for day-to-day matching and exception management tasks. As standard, we will provide and manage all the hardware and software infrastructure necessary for the effective running of IntelliMatch Operational Control, through a secure and resilient, global data center network. Ensuring 24-hour access to fully scalable IT infrastructure, we operate a robust delivery and operations framework that incorporates formal change control management, capacity management, incident and problem management, and a formal disaster recovery commitment. Thousands of customers globally trust the data centers used by our managed reconciliation services to meet their mission-critical IT requirements, thanks to their exceptional uptime record and a commitment to independent audit and compliance standards, including ISAE-3402/SSAE-16, ISO IEC:27001:2005, and FFIEC. Traditional outsourcing will expand, increasing to about 20% of IT spending overall. FSIs of all types are looking to reduce cost and reengineer their business operations; therefore outsourcers continue to add greater domain expertise. CEB TOWERGROUP OUTSOURCING: INCREASE PROFITABILITY AND DECREASE SPENDING End-to-end management of your reconciliation operation
4 Designing and establishing your managed reconciliation service To develop and implement the right managed reconciliation service for your particular business, we will follow four key steps. 1. Creating a business case Identifying your requirements Through a detailed questionnaire that covers transaction volumes, user numbers, data sovereignty and service level expectations, we will define your service requirements in terms of infrastructure, software functionality, data volumes and service compliance. When building a business case for a managed reconciliation service, another important consideration is the true cost of your reconciliation environment. By carrying out a total cost of ownership (TCO) analysis, we can help you understand and compare all of the costs of running your own operations revealing less obvious expenditure on, for example, staff attrition, recruitment and retraining. Based on the findings of the questionnaire and TCO analysis, we will begin sizing the infrastructure and defining the service catalogue to meet your needs. As part of this process, we will discuss the model of infrastructure deployment that best suits your business: either a multi-tenancy (shared) or a single tenancy (dedicated) platform. 2. Tailoring the service Building a service that s right for your organization Through an iterative process, and before reaching a final agreement, we will liaise with you to determine the specific service levels you require. Our suite of monitoring tools covering a broad range of measurements allows us to draw up SLAs based on your overall business requirements. These could relate, not just to the availability of servers and hardware, but to the availability of reconciliations themselves. 3. Implementation Integrating seamlessly with your environment The implementation process varies according to the agreed deployment model. For a single tenant platform, we will provision a new, stand-alone environment. Our multi-tenant platform is already staged, built and ready for use. Both shared and dedicated platforms will require us to enable connectivity from your users and systems to our data centers which typically involves adapting firewall rules and implementing business process management tools. In parallel, our consultants will complete the software installation and configuration process and then manage your migration to the new solution. 4. Going live For a smooth transition to a new operating model As the managed reconciliation service begins you will receive a comprehensive operations manual that details everything you need to know about using the service. This will include details of how to get in touch with our service desk or escalate incidents, and incorporates the business continuity plans we have established in case of system failure. At the same time, we will allocate your business a dedicated service delivery manager who can act as both your single point of contact and your advocate. As well as being accountable for any incidents and representing your specific service needs, your service delivery manager will coordinate and attend monthly service meetings with you and appropriate members of the IntelliMatch Operational Control team. These meetings are an opportunity to report and evaluate SunGard s delivery against the contracted SLAs, discuss any concerns that you may have and take proactive steps to improve or expand the service.
5 Benefits of our managed reconciliation services End-to-end management of your reconciliation operations control the operational risks of running a reconciliation environment By providing end-to-end management of your reconciliation environment, from the application and servers to the data center and network infrastructure, we will take a proactive role in the smooth running of your business. Tasks normally carried out by your own staff as part of the day-to-day function and running of our solution suite can be accomplished more efficiently, and with reduced risk, by SunGard. These will include ensuring reconciliations are available to the business, addressing all issues associated with delivering reconciliations and helping optimize business and product performance. Our managed reconciliation services team draws on more than 30 years experience, combined with industry best practice, and is aligned with the ITIL v3 framework. Access to extensive expertise in reconciliation technology gain ongoing access to product development experts Our services team has direct access to the experts responsible for developing the core IntelliMatch Operational Control solution suite. We can therefore bring the insights and experience of the software design discipline to the diagnostic and remediation process, and draw on the expertise of engineers and domain specialists. Improved efficiency and effectiveness gain confidence in your reconciliation operations and focus on core business Our managed reconciliations services aim to ensure unsurpassed operating efficiency and effectiveness. Safe in the knowledge that day-to-day operational activity is being managed in a secure, professional manner by an industry leader and domain experts, your staff can concentrate on further added-value activities and strategic initiatives. CASE STUDY: REDUCING COSTS AND RISK THROUGH MANAGED SERVICES Customer profile: Global tier 1 financial institution. Business challenge: To reduce risk and costs, this existing SunGard customer decided to outsource the provision, management and support of all the hardware, the infrastructure and software required to run its IntelliMatch Operational Control reconciliation platform. Service: delivered a complete Application Managed Service model from secure, robust data centers, providing: Round-the-clock server availability supporting more than 65 million transactions a month across six reconciliation centers Global application monitoring Application support for multiple global locations Benefits: No need for ongoing hardware investment or the hiring/ training of IT administrators Global 24-hour support, plus access to expert resources An exceptional compliance record with 99.99% server availability Scalable IT infrastructure supporting 250% volume growth in three years Proactive delivery of reconciliations to IT operations, with a dashboard for real-time updates of reconciliation availability
6 Reduced risk guarantee a highly available, secure and resilient reconciliation solution Adhering to industry best practice, including recognized standards-based frameworks for solution delivery and operation, we can deliver reconciliation application management and monitoring 24 hours a day, 365 days per year. We will monitor transactions and balances as required and ensure proactive monitoring of both business and operational risk. Application availability will be underwritten by an appropriate, business-based SLA, and the consistent knowledge base we provide reduces the key man risk associated with staff turnover. Meanwhile, operational transparency is continuously assessed for internal and external compliance. Increased agility adapt with ease to changing requirements and deliver continuous improvement Through managed reconciliation services, we can provide strategic solutions that can meet and scale to your business requirements in the long term and provide continuous opportunities to increase efficiency and improve processes, such as the on-boarding of new reconciliations. As well as ensuring you stay up to date with the latest product releases and supporting reconciliation technology, our service-based model has the flexibility to reach beyond application hosting and support to encapsulate technical and functional business process outsourcing. We firmly believe that through managed reconciliation services we receive greater insight into customer experience which helps us to drive service improvements and product innovation. CASE STUDY: INCREASING SCALABILITY AND REDUCING COSTS Customer profile: Global tier 2 financial institution. Business challenge: To reduce the cost as well as the internal overheads associated with the day-to-day running of IntelliMatch Operational Control, this existing SunGard customer decided to outsource the provision, management and support of the hardware, infrastructure and software required to run its reconciliation platform. Service: delivered a complete Application Managed Service model from secure, robust data centers, providing global 24-hour application monitoring and support. Benefits: Seamless integration with SunGard s multi-tenant platform for speed of on-boarding Reduced costs by eliminating the need to internally maintain IntelliMatch Operational Control, as well as the training of staff to manage the system Increased scalability to adapt to changing business requirements, such as an increase in volumes Greater operational efficiency with staff now able to focus on added-value activities and strategic initiatives Access to extensive expertise in reconciliation technology Comprehensive performance measurement and reporting ensure that managed services meet your business objectives The ability to measure, and be measured against, true application availability is a key differentiator of our managed service offering. A suite of monitoring tools allows us to proactively manage the availability and performance of applications and services, including SunGard and third-party technology, server hardware (virtual and physical), operating systems, databases, middleware and network infrastructure. This broad range of measurements means we can offer service levels based on your overall business requirements, not just the availability of servers and other hardware components.
7 Integrated support and single point of contact ensure timely management of service requests We deliver both incident management and application feature enhancement via our dedicated service desk. Requests will be automatically routed or escalated, as appropriate, through incident resolution or feature development workflows. Incident resolution can be the timely provision of expert advice, supported by a comprehensive knowledge base, or the correction of configuration items through remote support. Software code changes, when required, can be rolled up into planned releases or delivered as ad hoc patches, according to the business impact and urgency of an incident. The service desk and an incident management and tracking portal operate on a true 24-hour basis, and allow requests to be managed efficiently, effectively and accurately while maintaining a single customer interface. Ensure expert management of your reconciliation environment With a dedicated focus on reconciliations, our managed services will provide an optimal platform for standardized processes, operational best practice and reduced risk and cost, with the scalability you need to meet future known and unknown requirements. To maximize the potential of your reconciliation environment, contact SunGard at Predictable and competitive cost structure understand and reduce your total cost of ownership for reconciliation We can help you assess, and then reduce, the in-house and third-party costs of your reconciliation environment. With long-term cost transparency and predictability, with no hidden or unexpected expenses to consider, our ability to deliver a comprehensive, single-provider service will help you minimize complexity as well as expenditure. Comprehensive performance measurement and reporting
8 About IntelliMatch Operational Control services helps financial institutions maximize the potential of technology, by providing professional and managed services with a dedicated focus on reconciliations. Through our specialist support, banks, brokers and buy-side firms are in a stronger position to improve cost management, reduce risk and deliver continuous improvement across their operations. Enabling the adaptive enterprise Sitting at the intersection of technology and finance, SunGard is focused on delivering fresh ideas and inventive solutions to help our customers adapt and thrive in an ever changing environment. With a blend of software solutions, cloud infrastructure, global service capabilities and deep domain expertise, SunGard is capable of supporting virtually every type of financial organization, including the largest and most complex institutions in the world. For more information, please visit twitter.com/sungard linkedin.com/company/sungard 2015 SunGard. Trademark Information: SunGard, and the SunGard logo are trademarks or registered trademarks of SunGard or its subsidiaries in the U.S. and other countries. All other trade names are trademarks or registered trademarks of their respective holders. AM4434