CONSULTING SERVICES Managed IT services

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1 CONSULTING SERVICES Managed IT services

2 CONSULTING SERVICES Organizations around the globe face an array of critical issues in today s business environment. Economic conditions are requiring significant cost reductions, yet the IT organization is expected to serve the same or greater business needs. Financial institutions must cope with the rapid changes affecting their organization and industry and prepare for the future by strategically transforming business processes and technology. Market research indicates that significant portions of IT budgets are being spent simply to run and operate the business. Given these conditions, it is more important than ever that IT leadership strive for continuous and seek innovative ideas to reduce operational costs while delivering quality service to the organization. SunGard s managed IT services solution provides an excellent opportunity to reduce IT operating costs around SunGard products typically, to the tune of 20-30%. Using our domain, technology and product expertise, we are able to bring continuous quality and innovation to more closely align our customers business and IT strategies. Business challenges Industry-leading SunGard Financial Systems solutions are integral to our customers IT environments. Our solutions integrate with upstream and downstream applications to form an IT portfolio that supports complex front, middle and back office business processes (Figure 1). You may face challenges in maintaining and enhancing their IT portfolio to meet increasing 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 application 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 initiatives How can we help? SunGard s managed IT services solution is designed to help you address these challenges while reducing overall IT service costs. With our structured approach, global delivery capability, and domain, product and technology expertise, we can help customers overcome their IT challenges, focus on strategic initiatives, and reduce operational costs by 20-30% or more. FRONT OFFICE MIDDLE OFFICE BACK OFFICE Figure 1. Complex IT portfolio includes SunGard product solutions and surrounding applications 3

3 Managed IT services solution Our 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 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 testing Like other strategic IT initiatives, outsourcing programs require up-front ROI analysis and proper transition planning. Using our portfolio assessment framework we would typically consult with you to ensure that the outsourcing initiative is closely aligned with your overall IT strategy. We would jointly review your current IT challenges and objectives and assess each in-scope application from the standpoint of business criticality, stability and complexity to achieve an appropriate outsourcing roadmap that provides the best benefits to our customers. Depending on your requirements, our customers can engage us for full or partial outsourcing leveraging all or some of our services (Figure 2). Application management services Application management services can provide you with full service support and maintenance of your IT portfolio. These services include 24x7 production support, minor and major enhancement, and ongoing application maintenance employing a service level agreement (SLA)-driven model with comprehensive metrics reporting. Our solution covers all aspects of maintenance and support from Level 0 through Level 3. Application monitoring and regular health checks are included to ensure availability, as well as a service desk to handle IT support requests. Application management services support SunGard products and surrounding applications, as well as other third-party products and custom-developed applications on different technology platforms including legacy platforms. We utilize our global delivery model and continuous process methodology to support operational efficiency and quality, while significantly reducing your total cost of ownership. Hosting and infrastructure management services Hosting and infrastructure management services include the full hosting of SunGard product solutions and IT help desk and services desk solutions. Our solution provides 24x7x365 remote infrastructure management support employing the ITIL service delivery and support framework. Services also include enterprise network and systems management and server and storage management. A world-class infrastructure, highly qualified IT teams, and a global delivery model utilizing onsite and offsite locations enable us to provide continuous infrastructure support meeting ISO and SAS70 security standards. These services are governed through an SLA-driven model with comprehensive metrics reporting and tight security and audit controls. Development and professional services Through development and professional services, we provide ongoing SunGard product customization, upgrades and system integration. We also offer custom development of portal solutions and applications directly integrated with SunGard solutions, including report building, user interface white labelling and single sign on integration. These services are managed through mature SDLC processes and proven SLAbased operating models for iterative and agile projects, leveraging a global delivery model and governed through a comprehensive PMO function. Managed IT Services (full or partial outsourcing) Application management 24x7 application maintenance and product support for SunGard product solutions and integrated application environment Custom developed applications and third-party solutions supported Maintenance includes ongoing enhancements Metrics reporting and dash board Integrated knowledge management SLA driven service delivery Driving through managed IT services Enterprise IT is comprised of three functions: Run/operate: IT, infrastructure and application management typically fall into the run/operate function. CIOs and IT leadership need to ensure the availability of the IT infrastructure and applications environment on a 24x7 basis. Our objective is to help you reduce operating costs and improve operational efficiency. SunGard s managed IT services application management and hosting and infrastructure management services help you meet these objectives. Change: IT leadership is required to ensure that the IT portfolio is constantly improved to bring closer 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, product upgrades and systems integration, with dedicated resources and a flexible ramp-up and ramp-down structure. Hosting and IMS (ASP) Fully hosted SunGard solutions IT Help Desk and Services Desk 24x7x365 remote infastructure management support with ISO security standards ITIL service delivery and support framework Enterprise network, systems, server and storage management Metrics reporting and SLAs 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 ModeI Drive operational efficiency and improve quality of service while reducing cost Figure 2. SunGard s managed IT services solution Transform: IT executive leadership is constantly challenged to innovate and transform IT through strategic initiatives and architectural s. By leveraging SunGard s managed IT services solution to outsource run/operate and change functions, you can stay focused on transformation. With our significant consulting capability and domain, technology and product expertise, we can help you innovate and continuously improve IT. (Figure 3) CHANGE TRANSFORM Drive IT transformation IT Planning Business Process Reengineering Technology/Architectural Innovation Improve business: IT alignment Solution Development and Systems Integration Application Consolidation Development/professional services Ongoing product customization, upgrade, SI and testing Custom development of portal solutions or application(s) directly integrated with SunGard solutions Matured SDLC processes and proven methodology for iterative as well as agile projects leveraging global delivery model Comprehensive PMO function Improve business processes Increase competitiveness Drive technology transformation Improve IT portfolio to bring better alignment with business Driver performance optimization Achieve higher ROI RUN/OPERATE Drive operational: efficiency and reduce cost IT Applications IT Infrastructure Reduce cost and improve efficiency Bring continuous Build knowledge assets Redeploy IT resources for strategic initiatives Figure 3. SunGard s managed IT services solution drives enterprise IT value 4 5

4 The SunGard advantage A success story SunGard has the right people, process, tools and framework to support customers with large-scale managed IT services around our products: People (Figure 4) 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 Process (Figure 5) 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 Tools 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 management portal designed to customerspecific needs Fully redundant, worldwide data center facilities employing strict security and audit controls, complemented by robust business continuity plans OPERATIONAL TACTICAL STRATEGIC CUSTOMER FOCUS CUSTOMER Leadership Team CIO/Vendor Client PMO/ IT IT Team Figure 4. Plan and setup CONNECTIVITY AND INFRASTRUCTURE SET UP REMOTE CENTER SET UP SERVICE DELIVERY Connectivity PROCESS SET UP Remote Connectivity Infrastructure Planning Remote Center Setup Planning Transition Planning Service Delivery Process Planning transition and infrastructure plan Figure 5. ONSITE Executive Sponsorship SunGard Account Team SunGard Program Project Manager(s) Consulting/ Technical Team PROGRAM MANAGEMENT OFFICE acquisition Business/Domain Understanding Technology & Tools Understanding Process and Methodology Web-ex/Video conferences with remote teams - Aquisition effectiveness reviews and checkpoint documents transition sign of criteria DELIVERY FOCUS ONSITE Product/Practice Leadership Relationship Program Product,, Solution Consultant Team Lead Onsite Team Team Lead, QA Leaders Transition to remote solution centre Shadow Reverse shadow transition to remote team Shadow Operations: Play secondary role under client guidelines Reverse Shadow Operations: Play primary role with minimal client assistance and oversight management plan & operate phase process documents REMOTE TEAM Product/Practice Delivery Support Delivery Remote Team Support/Dev Lead, Developers Testers Steady state App monitoring helpdesk 24x7 support Application maintenance Continuous Steady State Operations utilizing Global Delivery model Project management and status reporting Root cause analysis and continuous Productivity Quick ramp-up and ramp-down Best practices from SunGard product groups and COEs Status reports, metrics and SLA reports SunGard provides managed services to financial institutions of varying scale and complexity. One example: Customer A leading investment services provider wanted to increase sales and assets on its existing wealth management services platform built on SunGard technology. The firm also wanted to 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 platform SunGard 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 activities Results 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 s are underway including process automation and significant reduction of processing time for overnight processes 6 7

5 About SunGard Consulting Services SunGard Consulting Services helps financial services and energy companies solve business problems by managing their complex technology and operational needs. Focused on large scale data and process management, custom application development and systems integration; we combine business and technology consulting and managed services to deliver innovative custom solutions. We help our customers capitalize on and manage the consequences of business, technology and regulatory change. For more information, visit us at For more information: visit: 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.

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