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1 iworks healthcare Managed IT services

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3 SunGard s iworks HEALTHCARE: Managed IT 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. Insurers must cope with the rapid changes affecting their organizations and industries and prepare for the future by strategically transforming business processes and technology. Market research indicates that significant portions of IT budgets are allocated to simply run and operate the business. Given these conditions, it is more important than ever for the IT leadership to strive for continuous improvement and seek innovative ideas to reduce operational costs while delivering quality service. SunGard s iworks Healthcare managed IT services provide an opportunity to reduce the costs of implementing and maintaining SunGard solutions. Using our domain, technology and product expertise, we offer continuous quality improvement and innovation to more closely align our customers business and IT strategies. 3

4 MANAGED IT SERVICES: supports complex business processes Fig. 1: Complex IT portfolio includes SunGard product solutions and surrounding applications Business challenges SunGard s iworks Healthcare solutions are integral to our customers IT and Business environments. These solutions integrate with upstream and downstream applications to form an IT portfolio that supports complex front, middle and back office business processes (Figure 1). Are you under pressure to maintain and enhance your IT portfolio while supporting increasingly complex business needs? You may be facing challenges such as: Keeping the lights on by providing 24x7 availability of the IT environment Customizing and changing the configurations of our solutions as well as implementing enhancements to integration touch points and surrounding IT applications Performing end-to-end testing of complex IT environments that span SunGard products and surrounding applications Keeping versions of SunGard products current through upgrades to take advantage of improved functions and features Maintaining service levels that align with business needs 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 FRONT OFFICE MIDDLE OFFICE BACK OFFICE APP 1 APP 2 APP 1 APP 2 APP 1 APP 2 SunGard product FormWorks SunGard product Macess / GBAS SunGard product Workflow platform APP 3 APP N APP 3 APP N APP 3 APP N 4

5 Managed IT services from SunGard provide the solution SunGard s iworks Healthcare 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. Managed IT Services from SunGard include: Full or partial outsourcing of IT portfolios for SunGard s iworks Healthcare product solutions, interfaces and directly integrated application environments Up-front portfolio assessment to develop an outsourcing roadmap and ROI model 24x7 application management including maintenance, production support and continuous improvement Full-service hosting and infrastructure management including IT help desk and services desk for SunGard s iworks Healthcare 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 transition planning. We offer a consultative approach to ensure that the outsourcing initiative is closely aligned with your overall IT strategy. We will jointly review your current IT challenges and objectives and assess business criticality, stability and complexity to achieve an appropriate outsourcing roadmap. Depending on your requirements, we can be engaged for full or partial outsourcing engagement leveraging all or some of our services (Figure 2). Fig. 2: SunGard s iworks Healthcare managed IT services solution 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 to enhance SunGard solutions Maintenance includes ongoing enhancements Metrics reporting and dash board Integrated knowledge management SLA driven service delivery Hosting and IMS (ASP) Fully hosted SunGard solutions IT help desk and services desk 24x7x365 remote infrastructure management support with ISO security standards Service delivery and support framework Enterprise network, systems, server and storage management Metrics reporting and SLAs Regular security and audit controls 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 interative as well as agile projects leveraging global delivery model Comprehensive PMO function Single vendor solution for applications and infrastructure management as well as custom development Leverage SunGard s domain and product expertise, tools and frameworks as well as global delivery Model drives operational efficiency to improve quality of service while reducing costs 5

6 MANAGED IT SERVICES: 24x7x365 remote infrastructure management support Application management services Application management services can provide you with full service support and maintenance of your SunGard 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. This offering covers all aspects of maintenance and support from Level 0 through Level 3. To ensure availability, as well as a service desk to handle IT support requests, we also offer application monitoring and regular health checks. Hosting and infrastructure management services Hosting and infrastructure management services include the full hosting of SunGard s iworks Healthcare product solutions and IT help desk and services desk solutions. Our solution provides 24x7x365 remote infrastructure management support employing SunGard s proven 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 and 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 s iworks Healthcare 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 labeling and single sign on integration. These services are managed through mature SDLC processes and proven SLA-based operating models for iterative and agile projects, leveraging a global delivery model and governed through a comprehensive PMO function. 6

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8 MANAGED IT SERVICES: DRIVING VALUE THROUGH MANAGED IT SERVICES Enterprise IT is comprised of three functions: Run/Operate IT operations, 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 iworks Healthcare 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. Fig. 3: SunGard s iworks Healthcare managed IT services solution drives enterprise IT value Transform Drive IT transformation IT planning Business process reengineering Technology / Architectural innovation Key objectives Improved business processes Increased competitiveness Drive technology transformation Im Inc Dr Change Improve business-it alignment Solution development & system integration Application consolidation Key objectives Improved IT portfolio to bring better alignment with business Drive performance optimization Achieve higher ROI Im be Dr Run / Operate Drive operation efficiency and reduce cost Application maintenance and support Application monitoring and IT help desk Testing Key objectives Reduce cost and improve efficiency Bring continuous improvement Build knowledge assets Redeploy IT resources for strategic initiatives Ac Re im Br Bu Re str 8

9 Transform IT executive leadership is constantly challenged to innovate and transform IT operations through strategic initiatives and architectural improvements. By leveraging SunGard s iworks Healthcare 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 operations. (Figure 3) 9

10 MANAGED IT SERVICES: THE SUNGARD ADVANTAGE People SunGard has the right people, process, technology and frameworks to support customers with managed IT services around our products: Managed IT services experts with strong domain expertise within the healthcare industry and with SunGard s iworks Healthcare solutions A core team and flexible team approach to manage cost and provide quick ramp-up and ramp-down Program managers, technical experts, business analysts and architects for ongoing optimization, upgrades and integration CUSTOMER FOCUS DELIVERY FOCUS Customer SunGard onsite SunGard onsite SunGard remote team Leadership team Executive sponsorship STRATEGIC Product / Practice leadership Product / Practice delivery support CIO / Vendor management SunGard Healthcare account team TACTICAL Relationship management Delivery management Client PMO / IT management SunGard Healthcare program project manager(s) TACTICAL Program management, solution consultant Program management, team lead IT team Consulting / Technical team OPERATIONAL Onsite team, team lead, QA leaders Remote team, support / dev. lead., developers, testers 10

11 Process Comprehensive transition methodology mitigating outsourcing risks Robust service delivery model for custom development, product upgrades, support and maintenance IT portfolio assessment methodology to develop an ROI model, cost-benefit analysis and risk-averse outsourcing roadmap Independent quality assurance (QA) and verification Tools and Framework SunGard s iworks Healthcare application lifecycle management framework for effective service delivery management and reporting Integration with a customer s issue tracking solution SLAs and metrics dashboard for engagement governance Knowledge-management portal designed to customerspecific needs Fully redundant, worldwide data center facilities employing strict security and audit controls, complemented by robust business continuity plans For more information, mail: visit: Program management office Plan and setup Knowledge acquisition Transition to remote delivery center Steady state operations Connectivity and infrastructure setup Remote center setup Service delivery process setup Shadow operations Reverse Shadow Operations Application monitoring helpdesk 24x7 support Application maintenance Continuous improvement Remote connectivity infrastructure planning Remote center setup planning Knowledge transition planning Service delivery process planning Business / Domain understanding workshops Technology & tools understanding workshops Process & methodology workshops Web-ex / Video conferences with remote teams Acquisition effectiveness Knowledge reviews and checkpoints Knowledge transition to remote team Shadow operations - play secondary role under clients guidelines Reverse shadow operations - Play primary role with minimal client assistance and oversight Knowledge & operation phase Steady state operations utilizing global delivery model Project management and status reporting Root cause analysis and continuous improvement Productivity improvement Quick ramp-up and ramp-down Knowledge transition & infrastructure plan Knowledge sign off Documents transition criteria Management plan Process documents Status reports, metrics and SLA reports Best practices from SunGard product groups and COEs 11

12 ABOUT SUNGARD S iworks HEALTHCARE SunGard has been helping healthcare payers succeed for more than twenty years. Our award winning Macess and FormWorks solutions are trusted in a wide range of operational areas including Claims, Member/Provider service, Enrollment, Appeals, Authorizations, Contracting, Marketing, Legal and many others. Healthcare payers also depend on SunGard s Financials solutions for comprehensive accounting and reporting to meet the stringent demands of regulators and stakeholders. Our healthcare payer clients cover the spectrum of size and specialty from indemnity to managed care, individual and group products, from fully funded to TPA financial models. With hundreds of implementations in this range of healthcare payers, SunGard compliments core platforms from other vendors and enhances many in-house applications. About SunGard s iworks SunGard s iworks is a business-driven IT product suite for the insurance industry in each of the following major business lines: life/health/annuities/pensions, property and casualty and reinsurance. iworks offers a range of products and services including front-office tools, policy administration, reinsurance, actuarial calculations, financial accounting, investment accounting, and reporting. SunGard partners with customers to deliver products and services that align with changing business and regulatory needs. ABOUT SUNGARD SunGard is one of the world s leading software and technology services companies. SunGard has more than 17,000 employees and serves approximately 25,000 customers in more than 70 countries. SunGard provides software and processing solutions for financial services, education and the public sector. SunGard also provides disaster recovery services, managed IT services, information availability consulting services and business continuity management software. With annual revenue of about $4.5 billion, SunGard is the largest privately held software and services company and is ranked 480 on the Fortune 500. Look for us wherever the mission is critical. For more information, please visit For more information: visit: Americas 104 Inverness Center Place Birmingham, AL General Inquiries 2012 SunGard. Trademark information: SunGard, the SunGard logo and iworks Healthcare are trademarks or registered trademarks of SunGard Data Systems Inc. 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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