Digital China Application Management Outsourcing Solution

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1 Digital China Application Management Outsourcing Solution In 2007, as the Chinese banking industry was gradually opened up, inter-bank competition was increasingly fierce. As the carrier of modern banking business, the IT application system is increasingly complex with the constant business expansion, and applications and data have gradually taken a road to centralization and integration. These changes trigger higher demand for stability in banks application systems, databases, middleware, and other aspects, and hence, occurrence of risk and management issues in banks, and indication of the importance of the application system operation and maintenance services. For better IT application system operation and management, it is necessary to have more in-depth understanding of operation and management, while the banking industry must introduce the best practice of IT management, integrate the internal resources, and establish a perfect security system and norms, so as to form an application management framework with "technical measures and monitoring tools as the support, process management as a means, IT service management as the core, and satisfaction of business needs as the goal". Digital China Application Management Outsourcing Solution Based on the understanding of the banking application system and the operation and maintenance status quo in combination with years of practical experience in the IT system operation and management, Digital China can provide banks with sound application operation and management services to satisfy customers operation and management needs in the increasingly complex IT environment. In terms of staffing, Digital China guarantees the service management-related roles and responsible people to be in place on time. As for the workflow, it has established a set of emergency, problem, change, configuration, and service level management processes, ensuring the execution with high efficient management capability. Regarding service instruments, it holds a series of advanced IT service management instruments. Digital China has formed close relations 1

2 with well-known Chinese and foreign manufacturers in call center, help desk, monitoring tools, performance optimization tools and etc. to effectively meet the users needs. Digital China is committed to the basic objective of application operation and management, which is to secure normal daily functioning of the application system, to provide necessary operational and technical support for normal functioning of the system, to guarantee the service capacity of the bank, and to ensure its safe, reliable, and efficient operation. Content of Services We mainly offer to customers the following application management services: Help Desk: To set up standardized and efficient event, problem and change management, and other service processes, integrate the company's technical resources by using the hotline and IT service management tools, and help users solve various events and problems during the use on the basis of ISO20000 and of customers actual business. Technical Support (Professional Services): To furnish on-site maintenance services for the application system, including the application system installation, debugging, optimization, upgrading, issue diagnosis, support for cracking problems, and other professional services; Monitoring Management: Safe and reliable connection is established between Digital China Xi an Outsourcing Monitoring Center and customers data centers, providing customers with remote monitoring and performance optimization services for the application system. Service Support System Digital China adopts the "on-site + remote" application management service support system one. The on-site support is generally in form of a help desk, which receives all events and service 2

3 requests related to the bank application system through a unified customer service interface. The help desk is a platform for event and problem settlement and management, and is also an important communication channel between customers and the application management outsourcing business division of Digital China. The remote support team members are senior technical support personnel of Digital China, responsible for settling events and problems which cannot be handled at the scene. Service Features To provide banks with an on-site + remote" service support system; The help desk is a platform for event and problem settlement and management; To cooperate with the world-class manufacturers, and adopt the most advanced tools for service management, monitoring and performance management and customer service; Have formed and owned a set of well-defined processes for emergency management, problem management, change management, configuration management and service level management on the basis of ITIL and ISO20000; Have set up a sound security management system and rules and regulations based on ISO27001; The scope of services fully covers banks application systems, databases and middleware; Electronic tracking deals with all customer service content; Regular inspection and tracking service processes constantly optimize the service efficiency and quality; Client Value Application management services can help clients effectively manage the entire IT application system, and provide effective support for the system users. 3

4 the operation and maintenance process efficient, safe and automatic. Advanced tools are used in the application system operation and management, making Operation and maintenance services are consistent with the international standard of ITIL, integrating processes, personnel and tools, able to greatly improve efficiency of application operators and maintainers, and customers satisfaction with the business department. Digital China Xi'an Operation and Maintenance Center will help banks with centralized operation and management of decentralized system resources, uplifting the operation quality and reducing operating costs, and therefore, maximizing the resource utilization. Successful Cases Customer Background Founded in March 1994, China Development Bank (CDB) is a national development financial institution directly under the State Council, playing a role of bridge between the government and the market in major project building, constructing credit structure and guiding the investment direction of non-government capital. At present, it has 32 branches and 4 representative offices across China. In recent years, CDB has continued to drop in the nonperforming loan and nonperforming asset rates, with major business indicators reaching the advanced international level, and was elected as one of the most profitable banks in Asia by the International Finance magazine in Application operation services Content of Customer Services End-of-day batch processing Management and maintenance of the core business system data Backup and disaster tolerance operation services for core business Management and maintenance of the core business system support websites Business support services Business operation-related training, Q & A, guidance, remote and on-site support services for the core business system end-users; Provision of reconciliation in a business module of the core business application system and consultation on related business and technical issues, and guidance for users to solve problems. 4

5 Application maintenance services SIR settlement tracking Special technical support services Help desk outsourcing services Hotline support On-site business support Support services for mail, websites etc. Application system support environment maintenance System platform environment management System platform optimization System platform configuration management System platform updating maintenance System platform environment operation fault settlement Implementation Results An operation and maintenance system suitable for application operation and maintenance characteristics has been established, and the operation and maintenance support processes have been unified. The process standardization led to improvement in key SLA (service quality) indicators. Digital China helps CDB build a unified application operation and management support platform to "manage" its application system, and provides comprehensive support services for end-users of this system. Equipped with advanced tools, the bank achieves modernized operation and maintenance and moves from passiveness to activeness and from fire fighting to prevention. Key monitoring is carried out for key systems according to the availability rate of the application system. It enhances user training and reduces risks in changes. Business operation laws are mastered to nip a risk in the bud. 5

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