Integrated Managed Services for Financial Services Sector.
Presented by Dharanibalan Gurunathan
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Business Transformation Mandates
Reduce customer churn and improve average revenue and profit per account.
Defend market share, grow new revenues
New / expanded regulations are coming!!!
Regulatory ChangeOperations IntegrationCapital crunch, new business-to-business operational relationships.
Changing business systems & IT infrastructure meet / exceed security and operational risk requirements.
Secure Operations
Financial institutions are amidst the most challenging environment…
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Challenge: Aligning IT Operations & Business Services
Complex IT Infrastructure:Multiple Operations CentersDifferent Technologies and tools Multiple VendorsDifferent Data Sources
Business Demand:Multiple Business ServicesDifferent Regions
EquitiesTrading
ExchangeTrading
OnlineBanking
PolicyManagment
OperationalImpact
BusinessImpact
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Enterprise and IT Systems & Infrastructure
Monitors
Monitors
Monitors
Monitors
BusinessImpact
Notification
Notification
KPIs
Indication
Service Quality Data
SLA Violations
Indication
Monitors
Business
Service
Indication
Operational
Notification
State?
Fault Mgmt
Correlation
Col
lect
ion
“Real-Time”
Visualization
ServiceImpact
OperationalImpact
KQIs
KQIs
Data Collection Aggregation & Analysis
DDAASSHHBBOOAA
Service
Indication
Operational
Notification
State?
Fault Mgmt
Correlation
Col
lect
ion
“Real-Time”
Visualization
ServiceImpact
OperationalImpact
KQIs
KQIs
Data Collection Aggregation & Analysis
Business
Service
Indication
Operational
Notification
State?
Fault Mgmt
Correlation
Col
lect
ion
“Real-Time”
Visualization
ServiceImpact
OperationalImpact
KQIsKQIs
KQIsKQIs
Data Collection Aggregation & Analysis
DDAASSHHBBOOAARRDDSS
Closing the Services Visibility Gap
Equities
Trading
Exchange
Trading
Online
Banking
PolicyManagement
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A flexible roadmap for adoption – You can take a top down or bottom up approach… the mantra is deploy according to need
ITIL (or other standard) Process Backbone and ImprovementCross Supplier Governance with Standalone Supplier IT Management Service SLAs reporting
individual supplier performance IT Management Service focused dashboards - per supplier views
ITIL (or other standard) Process Backbone and ImprovementCross Supplier Governance with Standalone Supplier IT Management Service SLAs reporting
individual supplier performance IT Management Service focused dashboards - per supplier views
TIER 1TIER 1
No service alignment or integration required IT Management Service focused dashboards - per IT function views
No service alignment or integration required IT Management Service focused dashboards - per IT function views
TIER 0TIER 0
Cross Supplier IT Process Integration Inter-Supplier OLAs are developed and managed IT Management Service dashboards – cross supplier views
Cross Supplier IT Process Integration Inter-Supplier OLAs are developed and managed IT Management Service dashboards – cross supplier views
TIER 2TIER 2
End to end IT Service Mangement across Suppliers as well as ProcessesSLAs for Enabling IT Business Services (e.g. set up user, move user)IT Business Service dashboards – E2E views
End to end IT Service Mangement across Suppliers as well as ProcessesSLAs for Enabling IT Business Services (e.g. set up user, move user)IT Business Service dashboards – E2E views
TIER 3TIER 3
End to end Business Service Management IT Business Services (apps) BSLAs and charging for PerformingManage service based on business criticality and impact IT Business Service / Business Service status dashboards – E2E view
End to end Business Service Management IT Business Services (apps) BSLAs and charging for PerformingManage service based on business criticality and impact IT Business Service / Business Service status dashboards – E2E view
TIER 4TIER 4
End to end Business Activity Management Business Service BSLAs or BLAs and charging Manage business based on business performance Business Service / IT Business Service status dashboards – E2E views
End to end Business Activity Management Business Service BSLAs or BLAs and charging Manage business based on business performance Business Service / IT Business Service status dashboards – E2E views
TIER 5TIER 5BSM BAM
MVM SLM
BSM BAM
MVM SLM
BSM BAM
MVM SLM
BSM BAM
MVM SLM
BSM BAM
MVM SLM
BSM BAM
MVM SLM
BSM BAM
MVM SLM
BSM BAM
MVM SLM
BSM BAM
MVM SLM
BSM BAM
MVM SLM
Includes Business Activity
Monitoring (BAM)
Business Impact Management
Integrated Service Management*
Business Service Level Management
Business Quality Management
Core
VALUE ADD SERVICES
* Across multiple IT services providers
End to end management of service - business
perspectiveCORE: Service maturing – efficiencies, ITIL,
cost control, charging
Business-based meaningful service reporting and
metrics
Business risk reduction and performance management
Integrated Managed Services solution.
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Information Protection Services Automatic data protection for
servers and desktop/laptops Security -enhanced, bandwidth-
efficient, network-based daily backups from virtually anywhere
Quickly accessible file recoveries
Integrated Service
Desk
Managed Security Services
Managed Disaster RecoveryServices
Datacenter Manageme
nt
Business Service
Management
End-user & Mobility Services
Server and Storage Management Network Management Back up Management Database Management Messaging Voice and IP telephony support
Call Management SLA Management Vendor Management Toll Free and IVR facility
Desktop Management Handheld support Patch Management
Application Performance Middleware Availability
Monitoring and administration Business Dash Boards
Availability and Management Event Correlation Application Log Management
IBMIBMIntegrated Integrated ManagedManagedServicesServicesPortfolioPortfolio
Integrated Managed Services – A rich portfolio of offerings
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“Right-to-left” strategy focuses on cost take-out, efficiency, employee productivity and innovation to transform the end user environment
Incident Volume
Off-sitebreak/fix service;onsite dispatched
help High
Automated problem
resolutionSelf-help Remote
resolutionProblem
avoidanceEnable
Productivity
Reduced number of incidents
More automated and user-guided resolution
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2
Redirect support cost savings for investments in innovation to
support business goals
Self Enablement Portal Smart Business Desktop Cloud
Public/Private Cloud services
Service Desk / Remote Device Management
Standardized service rollouts
Automated event to trouble ticketing
Policy / SLA based auto-notification
Proactive eventnotificationTrend reporting and predictiveanalytics
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Low
Elapsed time for resolutionLow
Globalize AutomateHigh
Standardize
Smart Business Compute Cloud
Smart Business Storage Cloud
Rule based event co-relationAutomated / scheduled remedial
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SMART BUSINESS
Customers can address a variety of business and IT needs with a choice of onsite and cloud delivered options
Smart Business Services – cloud services deliveredStandardized services on the IBM cloud
Private cloud services, behind your firewall, built and/or run by IBM
Smart Business Systems – workload optimizedIntegrated service delivery platform
Desktop and Devices
Development and Test Infrastructure Business ServicesCollaborationAnalytics
Sample Dashboard Views
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Investment Banking - Business Performance Dashboard
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Management of Alternate channels – Case studyATM status Phone banking status
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Business Activity Monitoring view: Retail Banking
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Service Outage across Delivery Channels view
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Drilldown operational view of banking service
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Business Service affecting events view with Severity levels
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Costs By Service
Business Service Dashboard: Integrated Visibility & Context
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Key Value proposition of IMS
Cost effective approach to Integrated Operations Management
Breadth of Services - Monitored and Managed Services, vendor agnostic Cloud-based and security as a service.
Flexible service option - Maintain as much control as you want—monitored, managed, unmanaged, combination of both
Near Instant Time to Value – No hardware and software to purchase; installation tasks limited to data collection
Self-Service – Focus on Operations management not tool administration
Cost Effective – OPEX based model.
Enterprise Class – Based on Generally Available IBM Tivoli monitoring software, in use today across thousands of clients
Upgradeable – Common software foundation makes it easier to switch to fully managed services or on-premise software deployment in the future
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A Differentiated Approach to Predictive Analytics
IBM Solutions collects the right quantity & quality data, at the right intervals, to ensure more meaningful, accurate analysis across the broadest mix of technology & layers!
Add a layer for predictive: generate intelligence from one perspective only.
Limited collection/integration: require mapping into 3rd-party sources, build baselines from the scratch
Lack domain experience: thrashing of real-time data only.
Not efficient or scalable: collecting any/all data that may not be pertinent.
Visibility gaps: infrequent data collection (30 min) impacts reliability.
Uneven data capture and trending: gaps in historical perspective
PA across all layers: Built-in PA span all levels of technology stack!
Broad collection/integration: Largest available experience library of collectors, integrations, and run-books!
Robust domain experience: We’re investing more intelligence up-front!
Efficient & scalable: We collect the right data, not just lots of data!
Robust visibility: Get the metrics that matter most, more frequently!
Maximum intelligence: Nimble approach to collecting & storing data for maxim Intel
Competitive Products IBM Solution
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Compelling Reasons to Act now.
• How well aligned are your IT resources—technology, people, and processes—with overarching business objectives?
– How well the IT strategy is aligned with the business ?
– How your IT budget and staff are currently allocated ?
– How to prioritize IT improvement projects & action plans according to business value
– Which IT functions are differentiating & which ones are not
– Which IT functions are effective & which ones are not
– How to gain a clear vision of your desired future state
• Integrated Managed Services solutions from IBM offer..
– Visibility in a single pane of glass across all your Lines of Business.
– Predictive Analysis Solution to improve business results by enabling business users to preempt problems with KPIs and to detect and manage business situations
– Increases productivity by empowering business users to create new dashboards, KPIs and alerts with minimal IT involvement
– Pay per usage model, hence reduced CAPEX and protection of existing IT investments.
– Robust infrastructure hosted on IBM's managed services center to support all facets of operations across the organization.
– ITIL v3 and IBM’s best practices framework for service management initiatives.
– 24X7 integrated service desk for continuous monitoring of transaction performance for meeting critical service level requirements.
– State of the art security operations center for end to end transaction monitoring.
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Service management FSS references
• Retail banking– Wells Fargo
• Trading services– UBS
• Insurance– HUK-COBERG
• Credit card services– Cetelem
• Cross-LoB– Citigroup
Case Study – Leading Financial services firm
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Case Study
Project/Solution Objectives :
• Understanding the overall health of branch services by analyzing real-time performance against existing Service Level Agreements (SLAs).
• Providing an early warning of potential service problems by tracking and identifying disruptive performance trends in near real-time.
• Supporting an ongoing problem prevention project.
• Gaining more control over escalating capital costs through an understanding of how capacity requirements evolve over time.
• Improving service competitiveness by optimizing service agreements over time.
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Case Study Contd..
• Proposed Solution :– IBM implemented Tivoli suite of products to meet the solution objectives
by providing :• Integration with existing infrastructure and ability to capture alerts and events in
real time.• Ability to process performance data from all the branches.• Ability to automatically generate the service model and dashboard views
desired by both operations and business managers.• The views available included the
– Number of customer transactions processed, the response times, SLA compliance, etc.
– Further, weekly, monthly, and quarterly reports profiling tracked service are automatically generated and posted to an internal website where they are available to all local branch managers
– The IT operations team benefited from using the solution’s near real-time trending feature for problem identification, which allows them to start the resolution process before an SLA is breached
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IBM advantage and client benefits
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For…Business and IT leaders of organizations who place a premium on focusing on their core competencies, and not on running IT
IBM provides…. Unmatched business value by aligning IT from board room to shop floor through its suite of integrated managed services based on….
– Customizable and best-in-class IBM proprietary tools– An integrated NoC & SoC providing a single view of IT availability
and security– Our experience delivering managed services to thousands of
customers globally across multiple industries
In Summary
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IMS: Helping our customers Stay Lite & Fly High!