Page 165 - DMGT512_FINANCIAL_INSTITUTIONS_AND_SERVICES

Financial Institutions and Services

Notes that are present when different types of businesses are aggregated i.e. bad things don't always
happen at the same time. As a consequence, economic capital for a conglomerate is usually
substantially less than economic capital is for the sum of its parts.

Case Study Services from NIIT

IIT had to provide a solution for providing production support to a client who is
a global leader in the field of Insurance and Financial services. The client
Norganization provides solutions in the areas of Life, Defined Contribution/
Pension, Group Insurance, Annuity and Mutual Funds and had many type of customers
that were associated with the above business lines, such as Participants, Sponsors, Producers,
Brokers and TPAs.

To provide services to these customers around the Business lines, the company had a
variety of IT Solutions, which were built on numerous technology platforms; ranging
from mainframe, legacy systems to e-business solutions. In addition to these, it also had
batch applications that enabled data communication between mainframe systems, other
systems and the e-business solutions. All these business applications were real-time and
mission-critical. Therefore, ensuring good health and 24*7 availability of these applications
were of prime importance to the client.
The client also had a large team of dedicated professionals who supported the e-business
applications for all operational issues including production. These professionals were
drawn from the development team and were highly experienced, hence expensive.
Therefore, the company was looking at ways to reduce production support costs and also
free up these highly experienced resources to utilise them in new projects.
NIIT Solution: The IT environment within the organisation encompassed the following:
1. Web Applications

2. Web Services
3. Batch Applications
4. Utilities
The Production support activity was defined along two lines, including BA Support and
Technical Support. While BA support comprised BA inbox, Librarian inbox, monitoring
24 × 7 services and data sync activity, Tech support included Monitoring production inboxes
24 × 7 × 365, raising issues by creating tickets and working through them to closure;
coordinating with the application team, infrastructure team, and IMB helpdesk, fixing
bugs, undertaking enhancements and suggesting measures for the improvement in
production support processes.

NIIT Technologies proposed to be the client's production support partner, to care for all its
production issues. NTL prepared a transition plan for the take-over of the work. To build
customer confidence, the entire transitioning was planned as a three phase activity. The
phases were defined as the KT Session, Shadowing and Take over. After the successful
transitioning, NIIT Technologies started handling the entire operation independently and
continues to do so till date. In the process, NIIT Technologies delivered complete customer
satisfaction and met defined and agreed SLAs.
Contd...

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