2. 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 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 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.
3. 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).
FRONT OFFICE MIDDLE OFFICE BACK OFFICE
APP 1 APP 2 APP 1 APP 2 APP 1 APP 2
SunGard Product SunGard Product SunGard Product
APP 3 APP N APP 3 APP N APP 3 APP N
Fig. 1: Complex IT portfolio includes SunGard product solutions and surrounding applications
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 applications
• 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.
4. 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 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).
Managed IT Services (full or partial outsourcing)
Application Management Hosting and IMS (ASP) Development/Professional Services
• 24x7 application maintenance and product • Fully hosted SunGard solutions • Ongoing product customization,
support for SunGard product solutions • IT Help Desk and Services Desk upgrade, SI and testing
and integrated application environment • Custom development of portal
• 24x7x365 remote infastructure
• Custom developed applications management support with ISO 27001 solutions or application(s) directly
and third-party solutions supported security standards integrated with SunGard solutions
• Maintenance includes • ITIL service delivery and support framework • Matured SDLC processes and proven
ongoing enhancements methodology for iterative as well
• Enterprise network, systems, server
• Metrics reporting and dash board as agile projects leveraging global
and storage management
delivery model
• Integrated knowledge management • Metrics reporting and SLAs
• Comprehensive PMO function
• SLA driven service delivery • 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 Model
Drive operational efficiency and improve quality of service while reducing cost
Fig. 2: SunGard’s managed IT services solution
5. 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 slA-based operating
models for iterative and agile projects, leveraging a global delivery model and governed
through a comprehensive PMo function.
6. 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 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)
TRANSFORM Drive IT Transformation
• Improve business processes
• IT Planning
KEY OBJECTIVES • Increase competitiveness
• Business Process Reengineering
• Drive Technology transformation
• Technology / Architectural Innovation
CHANGE Improve Business - IT Alignment • Improve IT portfolio to bring better
• Solution Development and alignment with business
KEY OBJECTIVES • Driver performance optimzation
Systems Integration
• Application Consolidation • Achieve higher ROI
RUN/OPERATE Drive Operational Efficiency • Reduce cost and improve efficiency
and Reduce Cost • Bring Continuous Improvement
KEY OBJECTIVES
• IT Applications Management • Build Knowledge Assets
• IT Infrastructure Management • Redeploy IT resources for strategic initiatives
Fig. 3: SunGard’s managed IT services solution drives enterprise IT value
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
• 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
CUSTOMER FOCUS DELIVERY FOCUS
CUSTOMER SUNGARD ONSITE SUNGARD ONSITE SUNGARD REMOTE TEAM
Leadership Executive STRATEGIC Product / Practice Product / Practice
Team Sponsorship Leadership Delivery Support
CIO / Vendor SunGard Relationship Delivery
Management Account Team Management Management
TACTICAL
Client PMO / IT SunGard Program Program Management, Product Management,
Management Project Manager(s) Solution Consultant Team Lead
Consulting / OPERATIONAL Onsite Team, Remote Team, Support / Dev Lead,
IT Team Technical Team Team Lead, QA Leaders Developers Testers
8. Process
• 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
Program Management Office OFFICE
PROGRAM MANAGEMENT
Plan and Setup Knowledge Acquisition Transition to Remote Steady State Operations
Delivery Center
CONNECTIVITY AND INFRASTRUCTURE SET UP • App Monitoring Helpdesk
Shadow Reverse • 24x7 Support
REMOTE CENTER SETUP Operations Shadow
Operations • Application Maintenance
SERVICE DELIVERY PROCESS SETUP • Continuous Improvement
• Remote Connectivity • Business/Domain • Knowledge transition to • Steady State Operations utilizing
Infrastructure Planning Understanding Workshops remote team Global Delivery model
• Remote Center Setup Planning • Technology & Tools • Shadow Operations - Play secondary • Project management and
Understanding Workshops role under client guidelines status reporting
• Knowledge Transition Planning
• Process and Methodology Workshops • Reverse Shadow Operations - Play • Root cause analysis and
• Service Delivery Process Planning
primary role with minimal client
• Web-ex/Video conferences with continuous improvement
assistance and oversight
remote teams
• Productivity improvement
• Knowledge-Aquisition effectiveness
reviews and checkpoints • Quick ramp-up and ramp-down
Knowledge Transition Knowledge DocumentsTransition Knowledge Management Plan Status Reports,
& Infrastructure Plan Sign Off Criteria & Operate Phase Process Documents Metrics and SLA Reports
Best Practices from SunGard Product Groups and COEs
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
• Knowledge management portal designed to
customer-specific needs
• Fully redundant, worldwide data
center facilities employing strict security PROCESS
and audit controls, complemented by
robust business continuity plans
TOOLS
FRAMEWORK
9. a 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 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 improvements are underway including process automation and significant
reduction of processing time for overnight processes
10. GETTInG STarTEd
For more information on how you can benefit by sungard’s managed IT services, please
email us at consulting@sungard.com or contact your local sungard representative.
aBOUT SUnGard cOnSUlTInG SErvIcES
sungard consulting services combines business and technology know-how to help
financial services and energy companies transform and excel. Through sungard’s
global delivery model, more than 1,000 consultants assist customers with business
process management and business analysis, information management, systems
integration, custom application development, and application management.
