We supports your business operations in the most cost effective manner possible by managed services, include full service maintenance and 24/7 production support of your application portfolio coupled with business process outsourcing designed for our customers throughout the financial services and energy industries. For more information email us at globalservices@sungard.com

1. GLOBAL services
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RELIEVING YOU OF THE BURDENS OF APPLICATION
MANAGEMENT
Companies continuously need more functionality, reliability and adaptability from the software applications
that power the enterprise. But for the IT department, meeting this demand is a growing challenge. Budgets
are tight; business requirements are dynamic and demand continuous focus. Ongoing regulatory changes
require software updates and portfolio maintenance. Skilled personnel with domain knowledge are in high
demand, while supporting legacy applications grows more difficult as the ranks of knowledgeable technical staff
dwindle. Meanwhile, economic conditions are requiring CIOs to reduce budgets, especially in the “run/operate”
functions that account for some two-thirds of IT spending. Compounding the pressure, IT is being asked to
focus more on innovation and strategic initiatives.
To meet these priorities, IT must lower costs while continuously improving operational efficiencies and quality
of service. SunGard Global Services offers application management services to help you overcome these
challenges. We provide full-service support and maintenance around your end-to-end business ecosystem
including SunGard products and surrounding applications, as well as other third-party products and custom-
developed applications on different technology platforms.
WHAT WE OFFER
Our services address all aspects of maintenance and support including 24/7 production support, minor and
major enhancements, and ongoing application maintenance. By utilizing our global delivery model, our
specialized domain experts and consultants are able to combine deep functional, technology and process
expertise critically needed to meet the full range of application management requirements. We can provide
a comprehensive program management office, technical experts and architects for ongoing support and
optimization. Service level agreements and comprehensive metrics reporting govern all aspects of our
service delivery.
Transitioning a complex IT portfolio to another partner and deriving measurable value out of it can be extremely
challenging. We leverage our IT portfolio assessment methodology to develop ROI models, cost benefit analysis
and a risk-averse outsourcing roadmap for your organization. Our comprehensive transition methodology
helps pave the way for a smooth handoff of application management. A structured service delivery model
and thorough application life cycle management processes help reduce cost and improve efficiency by
providing a framework for consistent support, maintenance and enhancements, as well as independent quality
assurance. Service-level agreement dashboards and knowledge management tools support continuous process
improvement and acquisition of application knowledge.
Our application management services allow you to focus on your core competencies, while realizing cost savings
through economies of scale. Leveraging our ISO 20000 and ISO 27000 processes, we can help you reduce
capital expenditures while ensuring long-term operating cost predictability and reduction.

2. www.sungard.com/globalservices
OUR SERVICES
Using our global delivery model, we provide complete or partial outsourcing of your application management
operations to improve cost efficiency, scalability and quality. We offer a full array of application management
services including:
„„Application monitoring and production support
– 4/7 batch monitoring, application health checks, on-call production support for SunGard production solutions and
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integrated application environments
– Support for custom-developed applications and third-party solutions
„„ Application maintenance and enhancements
– Level 2 and level 3 application maintenance
– Break fixes, bug fixes implementation
– Major and minor enhancements
– Release and configuration management
– Root cause analysis and continuous improvement
– Productivity improvements
– Metrics reporting and dash board
– Quick resource ramp up and ramp down to manage additional work streams
„„IT help desk services, staffed by your organization or SunGard
– 4/7 production support using a “follow the sun” global support model
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LET US KNOW HOW WE CAN HELP
Application management services from SunGard Global Services can help you keep critical solutions
and processes up and running, while staying abreast of the latest software enhancements and upgrades
and applications.
About SunGard Global Services
SunGard Global Services combines business consulting, technology and professional services for financial
services firms, energy companies and corporations. Leveraging SunGard’s global delivery model, more than
5,000 employees worldwide help customers manage their complex data needs, optimize end-to-end business
processes and assist with systems integration, while providing full application development, maintenance,
testing and support services.
For more information, please contact us at globalservices@sungard.com.
For more information visit:
www.sungard.com/globalservices
©2011 SunGard.
Trademark Information: SunGard and the SunGard logo are trademarks or registered trademarks of SunGard Data Systems Inc.
or its subsidiaries in the U.S. and other countries. All other trade names are trademarks or registered trademarks of their respective holders.