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

1

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

3

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!