intellimatch enterprise management studio

INTELLIMATCH ENTERPRISE MANAGEMENT STUDIO
Redefining the reconciliation service
Redefining the
Reconciliation Service
SunGard’s IntelliMatch Enterprise Management Studio ensures
an efficient and cost-effective reconciliation environment that
optimally services many lines of business and operational
processes. The studio enables reconciliation centers of excellence
to catalogue expected and mandatory behavior across the entire
reconciliation landscape, monitor the technical and business
performance of processes in real time and over time, and respond
rapidly to issues, to improve service quality and efficiency for
internal customers.
Business overview
Within financial institutions, reconciliation centers of excellence
are service providers, responsible for delivering multiple and
complex sets of processes on a daily basis and on a global scale.
As service recipients, lines of business will measure the performance
and quality of this activity: not only its cost-effectiveness but also
its ability to deliver the right processes, with great precision, at
the expected time. To achieve these goals, and attract more
subscriptions to the service, the reconciliation center faces three
main challenges.
Managing multiple distributed teams and
operating multiple technology tools is the
root cause of gaps in standardization and
best practice today. This gap in enterprise
reconciliation coverage is well understood:
more than a third of firms believe that less
than half of their overall reconciliation
needs are met.1
SunGard is proud to partner with Intel.
Source 1: CEB TowerGroup – Assessing the Global Enterprise Reconciliation Market.
Fragmentation
Many organizations deploy multiple reconciliation tools and versions
across multiple servers, regions and databases. This lowers visibility,
promotes inconsistent standards, and hinders maintenance and
upgrades of the environment, impacting efficiency and introducing
operational risk.
Service quality
Delivery of high service quality requires agreement,
documentation, communication and tracking of expected and
mandatory deliverables. A lack of tangible and agreed targets,
and inability to monitor the execution of the service against these
objectives, leads to reduction in customer satisfaction, ineffective
communication and limited expansion of the use of the service
within the organization.
Enterprise efficiency
As the size of the reconciliation service grows, the complexity and
scope of the processes it is responsible for also grows. Automation
around service activities is essential to maintain lowest operational
costs. Often, however, the performance of the service will be judged
against technical service level agreements (SLAs) that are transparent
to the service recipient but are the foundation for internal cost savings.
The service must be able to deliver these efficiencies, and provide
clear reporting that demonstrates the effectiveness of the service
to stakeholders.
[email protected]
3
SunGard can help
CATALOGUE
SunGard’s IntelliMatch Enterprise Management Studio ensures
an efficient and cost-effective reconciliation environment that
optimally services many lines of business and operational
processes. The solution enables reconciliation centers of
excellence to catalogue expected and mandatory behavior
across the entire reconciliation landscape, monitor the technical
and business performance of processes in real time and over
time, and respond rapidly to issues, to improve service quality
and efficiency for their customers.
1.CATALOGUE – Document the full inventory of reconciliations
within the service, and define expected and SLA business and
technical deliverables to establish clear targets for desired
service quality.
MONITOR
2.MONITOR – Evaluate the execution of activity across the entire
reconciliation landscape against the reconciliation catalogue
in real time, and over time, to reduce service level breaches
and introduce improved efficiencies.
3.RESPOND – Communicate and escalate potential real-time
service delivery issues, and persistent delivery trends, to
resolve irregularities rapidly, introduce service efficiency
improvements and increase adherence to agreed SLAs.
RESPOND
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››IntelliMatch Enterprise Trending & Analysis gives reconciliation
Solution components
SunGard’s IntelliMatch Enterprise Management Studio solution
suite consists of the following components:
››IntelliMatch Administration Monitor allows reconciliation
centers of excellence to generate an enterprise-wide
inventory of scheduled reconciliation tasks, running across
its entire landscape of IntelliMatch Operational Control
deployments. The inventory, covering any number of
databases, regions, servers and software versions, enables
reconciliation service teams to document the expected
and mandatory behavior of processes at both business
and technical levels. Real-time evaluation of reconciliation
activities against these expected outcomes provides service
centers with early warning of potential technical or business
breaches that could impact service quality or delivery,
and enables faster response to potential process issues;
significantly reducing operational inefficiency and risk.
service teams the ability to monitor the reconciliation inventory
over time, for long-term and historical analysis of the
enterprise reconciliation environment. IntelliMatch Enterprise
Trending & Analysis works in conjunction with IntelliMatch
Administration Monitor to provide insight into technical and
business performance of the reconciliation service, from rules
efficiency to the meeting of SLAs. With such intelligence,
teams can both identify opportunities to improve automation
and efficiency, and reset service expectations when SLAs
prove unrealistic or unachievable, ultimately raising the
quality, consistency and efficiency of the service.
››IntelliMatch Enterprise Flow Manager enables reconciliation
centers to create automated responses to service and
technical issues across the reconciliation landscape.
IntelliMatch Enterprise Flow Manager provides more effective
notification to colleagues and service recipients of potential
or actual SLA breaches, and assigns the resolution of issues
to appropriate individuals, attaching information as necessary.
By automating notification activity and streamlining escalation
processes, teams can improve both efficiency and quality
of their reconciliation service.
Did you know:
In a recent reconciliation survey, CEB
TowerGroup stated that confidence in core
reconciliation capabilities can sometimes flip
into complacency, with firms overestimating
the maturity level of their enterprise
optimization capabilities.2
Business agility and operational efficiency were
the top ranked business objectives in order of
priority related to IT spending.3
Source 3: Aite – Capital Markets Technology Spending: Risk, Compliance and
Uncertainty Abound.
Source 2: CEB TowerGroup – Assessing the Global Enterprise Reconciliation Market.
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1. CATALOGUE:
ESTABLISH
EXPECTED AND
MANDATORY
BEHAVIOR
Before a reconciliation center of excellence can begin setting,
tracking and optimizing against performance and service
objectives, it needs to understand and document exactly how
the entire reconciliation landscape should and does behave,
from both technical and business standpoints. To gain the
required global and dynamic view of business processes,
it must have the ability to:
››Create an inventory – With an enterprise-wide inventory of
all reconciliation-based activity, the center of excellence gains
the fundamental means to define and measure its landscape
of operations. Describing precise activities and flows of the
processes it delivers, the inventory should outline how the
landscape’s different systems are configured, the particular
jobs they are carrying out, the sequence in which they must
occur, and their dependencies. This catalogue supports
accurate, detailed planning and change management, and
creates the framework necessary to truly capture business
requirements and track service quality and efficiency.
››Define expected behavior – The reconciliation team must agree
how different configurations and associated reconciliation
activities are expected to behave, based on prior experience
and existing systems, and taking into account both the
technical performance of the enterprise environment and the
business needs of service recipients. The difference between
expected behavior and mandated service delivery represents
the “window” in which the service provider can respond to
challenges and still maintain service integrity; improving
service quality and reducing operating costs.
››Document mandatory behavior – SLAs must be agreed and
should include required business outcomes, such as delivery
times and automated match rates, as well as technical
indicators such as speed of import and overall data throughput,
and should be carefully and constantly reviewed. By measuring
actual results against well-defined and measurable SLAs, the
provider can demonstrate the value, quality and success of its
service, respond to under-performing processes, or realign
agreements based upon more achievable expectations; raising
service quality and consistency.
‘I now have a window of time to resolve and respond
to issues before impacting service delivery.’
Satish Patel, 32
IT systems adminstrator
6
www.sungard.com/intellimatch
SunGard can help
SunGard’s IntelliMatch Enterprise Management Studio
allows reconciliation centers of excellence to generate an
enterprise-wide inventory of scheduled reconciliation tasks,
running across its entire landscape of IntelliMatch Operational
Control deployments. The inventory, covering any number
of databases, regions, servers and software versions, allows
reconciliation service teams to document the expected
and mandatory behavior of processes at both business
and technical levels.
At individual task level, a wide range of detailed attributes from
expected matching levels to file and data sizes can also be
recorded, enabling a high degree of accuracy in the capture
of SLAs and expected service output. Tasks can be grouped
together according to reconciliation or account type, to clarify
interdependencies, allow high-level business review and provide
greater visibility of overall service expectations and delivery.
Did you know:
Capture of detailed
reconciliation inventory
In a recent CEB TowerGroup survey, 57% of respondents
stated they have 4 or more dedicated reconciliation teams.4
51% of survey respondents reported that their institution has
more than 10 different systems performing reconciliation
functions, and of that, 25% respondents reported that the
number of systems is higher than 20.5
Source 4 & 5: CEB TowerGroup – Assessing the Global Enterprise Reconciliation Market.
[email protected]
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2. M
ONITOR:
EVALUATE IN REAL
TIME AND OVER
TIME
With a complete inventory of global processes in place, the
reconciliation service team can start monitoring the day-to-day
execution of reconciliation tasks against, both business and
technical objectives. Analysis should be possible in both the
short and long term, enabling reconciliation centers to:
››Monitor in real time – By evaluating the execution of global
reconciliation tasks in real time and in one centralized area,
reconciliation centers can escalate, annotate and repair issues
before they become service level breaches and a risk to the
wider organization. Evaluation of technical outcomes enables
service centers to react to system or infrastructure faults more
rapidly, and minimize their business impact. By monitoring for
unexpected business outcomes, they can pre-empt potential
escalations from lines of business, collect together supporting
information to aid investigation, reduce “noise” by clarifying
the cause, and improve overall service quality. In both cases,
the inventory provides a true understanding of what is
expected of the center. When compared against actual
output, this enables a rapid, proactive response.
››Trend over time – While financial institutions must ensure
that expectations of their service centers are realistic and
achievable, centers themselves must strive to continually
achieve and improve upon their initial efficiency and service
quality. The ability to monitor adherence to agreed standards,
and track the levels of efficiency and delivery quality, is critical
to the long-term viability, efficiency and expansion of the
service, but can also require constant process evolution or
engineering. Service teams must ensure they can continuously
meet or exceed agreed SLAs and maintain or improve
upon levels of automation, for maximum cost-effectiveness.
By analysing patterns in breaches of SLAs, institutions can
analyzing potential process enhancements that will reduce
the frequency of breaches and enable improvements in
configuration, rules or workflow. This will streamline the
resolution of such issues and provide recommendations
and justification for the realignment of service expectations.
Did you know:
In a recent CEB TowerGroup survey, only 17% of respondents
reported that they have automated the monitoring of
reconciliation performance at the enterprise level.6
Improving reconciliation performance requires
systematic monitoring of a comprehensive inventory
of all enterprise reconciliation tasks.7
Source 6 & 7: CEB TowerGroup – Assessing the Global Enterprise Reconciliation Market.
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Real-time monitoring available
through tablet or web
SunGard can help
SunGard’s IntelliMatch Enterprise Management Studio provides
centralized monitoring of all reconciliation activities across any
number of regions, versions, databases and reconciliation
processes. Real-time evaluation of these activities against
expected and SLA outcomes provides service centers with early
warning of potential technical or business breaches that could
affect service quality or delivery.
The solution also provides the ability to monitor the reconciliation
inventory and executed activity over time. Through analysis of
unexpected output, issue resolutions, rules performance and
specific activities, such as file delivery time, service centers can
determine patterns in performance and processes that enable
refinement of expectation and automation. Such insight ensures
continual improvement in service quality, alignment and
refinement of service expectations, and an increase in overall
process efficiency.
‘My service consistently delivers reconciliations
at a lower cost and a higher quality.’
Andrew Jackson, 42
operations manager
[email protected]
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3. R
ESPOND:
ESCALATE,
COMMUNICATE
AND RESOLVE
To raise service quality and lower operational costs through
greater efficiency, reconciliation services must seek to:
››Escalate – Any deviation from expected behavior or
SLAs provides a window of opportunity to take necessary
remedial steps. It is the team’s ability to recognize and utiliize
this window that will help them raise service quality, meet
SLAs more consistently, and eliminate service disruption.
Workflow-driven assignment and escalation ensures that
unusual or erroneous events are appropriately routed to the
correct individuals and allocated the correct level of priority
to ensure timely execution of critical actions with minimal
manual intervention.
››Communicate – Through open communication with its
customers, the service can ensure that reconciliation
recipients are not working on unprepared or erroneous
reconciliations, and that they are kept up to date with progress
on resolutions to unexpected events; lowering complaints,
raising service quality, and reducing wasted effort and time
on inaccurate reconciliation packages. Such transparency
of information also enables reconciliation service teams
themselves to expedite resolution to issues.
››Resolve – Using root cause and resolution statistics gathered
over time, teams can derive patterns in behavior of the
reconciliation landscape and SLA breaches and resolutions.
By applying automated responses to these repeated or
predictable business process events, reconciliation service
teams can reduce the inefficiency and operational risk caused
by dependency on manual tasks. Through such long-term
trending, persistent SLA breaches can be analyzed to
determine the cause and appropriate response. In many cases
the business process itself can be adjusted. However, where
expectations are genuinely unrealistic, SLAs can be refined
to ensure that they are achievable.
‘I am notified immediately when my reconciliations are
ready. I can now complete my reconciliations earlier’.
Mary Peters, 52
operations analyst
10
www.sungard.com/intellimatch
SunGard can help
SunGard’s IntelliMatch Enterprise Management Studio enables
reconciliation centers to continually improve the quality and
efficiency of their service. The solution provides an early
warning system that spots deviations from expected behavior
that may not have yet impacted SLA deliverables. By applying
automated responses to these warnings, in real time, resolution
and repair can often be executed within the required time
window that allows for adherence to agreed SLAs despite
technical or business events which may well have caused
a service delivery issue.
Comprehensive workflow drives escalation, assignment and
notification of potential service issues, and promotes clear,
consistent communication between the provider and customer.
The resulting information supports rapid resolution, and prevents
redundant or unnecessary actions at the client site or within the
service center itself.
Did you know:
Automated workflow
for rapid resolution
39% of survey respondents stated that performance planning
to improve and optimize their reconciliation processes was
ad hoc or non-existent.8
Source 8: CEB TowerGroup – Assessing the Global Enterprise Reconciliation Market.
[email protected]
11
About IntelliMatch Enterprise Management Studio
SunGard’s IntelliMatch Enterprise Management Studio ensures an efficient and cost-effective
reconciliation environment that optimally services many lines of business and operational
processes. The studio enables reconciliation centers of excellence to catalogue expected
and mandatory behavior across the entire reconciliation landscape, monitor the technical and
business performance of processes in real time and over time, and respond rapidly to issues,
to improve service quality and efficiency for their customers.
About SunGard
SunGard is one of the world’s leading software and technology services companies. SunGard
serves approximately 25,000 customers in more than 70 countries and has approximately
17,000 employees. SunGard provides software and processing solutions for financial services,
education and the public sector. SunGard also provides disaster recovery services, managed IT
services, information availability consulting services and business continuity management
software. With annual revenue of over $4.0 billion, SunGard is one of the largest privately held
IT software and services companies. For more information, please visit www.sungard.com.
Look for us wherever the mission is critical.
For more information:
visit: www.sungard.com/intellimatch
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Contact us:
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