Digital China Application Management Outsourcing Solution

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

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.

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.

 Advanced tools are used in the application system operation and management, making the operation and maintenance process efficient, safe and automatic.

 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 2004.

Content of Customer Services

Application operation 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.

Application maintenance services

Special technical support services

Help desk outsourcing services

On-site business support

Support services for mail, websites etc.

Application system support environment maintenance

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.