SUNGARD
CONSULTING SERVICES
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:
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“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 initiativesHow 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.
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 improvement 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 improvement and innovation to more
closely align our customers’ business and IT strategies.
FRONT OFFICE SunGard Product APP 1 APP N APP 2 APP 3 BACK OFFICE SunGard Product APP 1 APP N APP 2 APP 3 MIDDLE OFFICE SunGard Product APP 1 APP N APP 2 APP 3
Driving 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 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.
Transform:
IT executive leadership is constantly challenged to innovate and transform IT operations through strategic initiatives and architectural improvements.
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 operations. (Figure 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 improvement›
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 testingLike 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 improvement process methodology to support operational efficiency and quality improvement, 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 27001 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.
Drive IT transformation ■ IT Planning ■ Business Process Reengineering ■ Technology/Architectural Innovation CHANGE TRANSFORM RUN/OPERATE
Figure 3. SunGard’s managed IT services solution drives enterprise IT value Improve business:
IT alignment ■ Solution Development and Systems Integration ■ Application Consolidation
Drive operational: efficiency and reduce cost ■ IT Applications Management ■ IT Infrastructure Management
Key objectives
■ Reduce cost and improve efficiency ■ Bring continuous improvement ■ Build knowledge assets ■ Redeploy IT resources for
strategic initiatives Key objectives
■ Improve business processes
■ Increase competitiveness
■ Drive technology transformation
Key objectives
■ Improve IT portfolio to bring better alignment with business ■ Driver performance optimization ■ Achieve higher ROI
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
Hosting and IMS (ASP)
›Fully hosted SunGard solutions
›IT Help Desk and Services Desk
›24x7x365 remote infastructure management support with ISO 27001 security standards
›ITIL 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 iterative as well as agile projects leveraging global delivery model
›Comprehensive PMO function
Managed IT Services (full or partial outsourcing)
Drive operational efficiency and improve quality of service while reducing cost
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
6 www.sungard.com/consulting [email protected] 7
The SunGard advantage
SunGard has the right people, process, tools and framework to support customers with large-scale managed IT services around our products:
People (Figure 4)
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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 integrationProcess (Figure 5)
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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 verificationTools and framework
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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›
Knowledge management portal designed tocustomer-specific needs
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Fully redundant, worldwide data center facilities employing strict security and audit controls, complemented by robust business continuity plansA success story
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 platformSunGard approach
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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 activitiesResults
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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 improvements are underway including process automation and significant reduction of processing time for overnight processesFigure 5.
Best practices from SunGard product groups and COEs
PROGRAM MANAGEMENT OFFICE
Plan and setup
Connectivity
Knowledge acquisition
Plan and setup Steady state
operations Transition to remote solution centre Shadow operations Reverse shadow operations CONNECTIVITY AND INFRASTRUCTURE SET UP REMOTE CENTER SET UP SERVICE DELIVERY PROCESS SET UP ›App monitoring helpdesk ›24x7 support ›Application maintenance ›Continuous improvement Root cause analysis and continuous improvement ›Knowledge transition to remote team ›Shadow Operations: Play secondary role under client guidelines
›Reverse Shadow
Operations: Play primary role with minimal client assistance and oversight ›Quick ramp-up and ramp-down ›Productivity improvement ›Project management and status reporting ›Steady State Operations utilizing Global Delivery model ›Technology & Tools Understanding Workshops ›Process and Methodology Workshops ›Web-ex/Video conferences with remote teams ›Remote Connectivity Infrastructure Planning ›Remote Center Setup Planning ›Knowledge Transition Planning ›Service Delivery Process Planning › Knowledge-Aquisition effectiveness reviews and checkpoint ›Business/Domain Understanding Workshops › Knowledge transition and infrastructure plan Knowledge documents transition sign of criteria Knowledge management plan & operate phase process documents
Status reports, metrics and SLA reports
CUSTOMER FOCUS DELIVERY FOCUS
CUSTOMER Leadership Team CIO/Vendor Management Client PMO/ IT Management IT Team Product/Practice Leadership Relationship Management Program Management, Solution Consultant Onsite Team Team Lead, QA Leaders Executive Sponsorship SunGard Account Team SunGard Program Project Manager(s) Consulting/ Technical Team Product/Practice Delivery Support Delivery Management Product Management, Team Lead Remote Team Support/Dev Lead, Developers Testers SUNGARD
ONSITE SUNGARDONSITE SUNGARD REMOTE TEAM
For more information: email: [email protected] visit: www.sungard.com/consulting
