“OUTSOURCING” (SERVICIO DE EXTERNALIZACION)

Presentación del tema: "“OUTSOURCING” (SERVICIO DE EXTERNALIZACION)"— Transcripción de la presentación:

1 “OUTSOURCING” (SERVICIO DE EXTERNALIZACION)
PresentaciÓn Ejecutiva 10-11 de junio 2003

2 NUEVO ENFOQUE HACIA EL VALOR AGREGADO..TRES PUNTOS DE PARTIDA
EL NUEVO AMBIENTE EMPRESARIAL LA IMPORTANCIA DE LA DISPONIBILIDAD Y ACESO DE LA INFORMACION EMPRESARIAL LAS RAZONES PARA EXTERNALIZAR LAS GESTIONES DE LAS EMPRESAS For the next hour or so, I’d like to share with our thoughts on - what’s happening in today’s tough economic climate - the challenges you face as executives responsible for managing availability - how SunGard can support you today and tomorrow This really is meant to be interactive, so jump in any time …

3 Razones para externalizar: Necesidad de…
AMBIENTE EMPRESARIAL Razones para externalizar: Necesidad de… REDUCIR Y CONTROLAR LOS COSTOS OPERATIVOS MEJORAR EL CORE DEL NEGOCIO ACCEDER A POSIBILIDADES GLOBALES DE SERVICIO Otras Necesidades… LIBERAR RECURSOS INTERNOS HACIA OTROS PROPOSITOS COMPARTIR RIESGOS CON TERCEROS As senior executives, we all work toward the same ultimate goal: improving the bottom line at our respective companies. And now, more than ever, technology is playing a leading role in our organizations to achieve key business objectives like increased revenue and stock prices, improved customer service, and market share growth. The challenge that we all face is how to leverage this technology for our business, while protecting the organization from unnecessary risks. The financial “bottom line” is directly tied to preventing business and production disruptions from occurring and minimizing the potential impact when an event does occur. Let’s take a minute to look a fresh look at some of the potential disruptions to your business.

4 AVISO AL MERCADO “DESASTRES NO OCURREN MUY AMENUDO...”
LA REALIDAD ES MUY DISTINTA LAS CONDICIONES DEL MERCADO EXIGEN UNA ESTRATEGIA CORPORATIVA QUE PROTEGE LA EMPRESA Y SUS CLIENTES ¿QUE ES UN DESASTRE? --- CUALQUIER EVENTO INESPERADO DONDE LA EMPRESA PIERDE EL ACCESO AL LA INFORMACION Y CONTROL DEL NEGOCIO, EL MERCADO Y EL CLIENTE…

5 IMPACTO FINANCIERO PROMEDIO DE COSTO DE “DOWNTIME” POR HORA
TELECOM $780,000 BANCOS $360,000 FIDUCIARIO $240,000 OTROS $180,000

6 DESASTRE: 11-9-01 EL RESULTADO
30 CLIENTES DE SUNGARD DECLARARON DESASTRE Y 30 SE RECUPERARON CON AVISO O SIN AVISO…NO ES ACEPTABLE EN EL NUEVO PANORAMA DEL MERCADO TRABAJAR EN UN AMBIENTE SIN PRECAUCIONES PARA PROTEGER LA EMPRESA Y SUS CLIENTES

7 OBSATCULOS AL NEGOCIO Causas Externas Causas Internas Otras Causas
DESATRES (TODO LO INESPERADO) huracanes, terremotos …terrorismo) Causas Internas PROBLEMAS DEL INTERNET INTERRUPCIONES DEL CORREO ELECTRONICO PROBLEMAS CON LA RED DE COMUNICACIONES PROBLEMAS DE SISTEMAS DE OPERACION CAMBIOS REGULATORIOS Otras Causas VIRUS ATACA LOS SISTEMAS INFRACCIONES DE SEGURIDAD Who isn’t challenged to make information available in a 24x7xforever world? As the threats to your corporation continue to expand on a daily basis, the goal becomes more complex. While technology failures and physical damage have continually loomed as threats, the potential magnitude of any disruption has changed. Any impact on your production causes ripple effect throughout your supply chain and can affect your ability to meet SLAs. Likewise, the result of a Internet server being down may shift from the inconvenience of loss of access to causing major revenue losses if it is inaccessible to customers. Many of these threats are directly related to the role of technology in your organization. Whether you view technology as a competitive differentiator or a business enabler, technology has clearly opened the door for additional vulnerabilities and disruptions in your business operations.

8 ¿ PORQUE UTILIZAR OUTSOURCING ?
LAS RAZONES… PROTECCION DE LOS INGRESOS DE LA ENTIDAD MEJORIA DE LA CALIDAD DE SERVICIOS AL CLIENTE AYUDAR CREAR UN VALOR COMPARTIDO MAYOR EFICIENCIA MEJOR ACCESO AL CLIENTE ALTO NIVEL DE CUMPLIMIENTO REBAJO DE “DOWNTIME” FOCALIZACION EN EL VALOR AGREGADO NECESIDAD DE DESTACARSE ANTE DEL RESTO DEL MERCADO COMPETENCIA GLOBAL Today we’d like to talk to you about how SunGard can help you move beyond the traditionally reactive world of business continuity into the world of deriving business value from achieving information availability. But first, let me start by saying that business continuity is more important than ever. We’ve talked about the how technology and the information it processes truly power today’s business. And having accessibility to this information and the people and processes that power it are critical for survival. However, a recent survey by Gartner Dataquest illustrated that unfortunately many companies still have not addressed basic business continuity and disaster recovery requirement. Gartner reports that 1 in 3 U.S. businesses would lose critical data or operational capability after a major disaster occurred. Further, 40 percent of the survey's respondents could only guess what the damages would be from business and IT outages, rather than having the results of an actual business impact assessment. As important as it is to have business continuity plans and processes in place, equal importance must be giving to proactively addressing availability – minimizing the potential for risks to occur. And by looking at both, you can derive real business results throughout your enterprise. You protect your current revenues by mitigating risks You ensure production availability from proactive planning and information management You deliver an “available” infrastructure so that your employees can maintain and improve their productivity productivity You consider all of the recovery requirements of the organization – across the people, processes, and technology – to ensure that you can recovery from a disruption You provide an infrastructure and processes to ensure that your customers can have access to the information they need, when they need it And with the abundance of regulatory requirements across industries, you ensure that you can meet and often exceed levels of regulatory compliance How? Let me take the next few minutes to walk you through what we mean by the concept of information availability and show you how it directly impacts your bottom line. STOP > > > Here is a good place for feedback ASK Do you agree these are the most important points to emphasize? Would you add to or delete any of these?

9 VENTAJAS DE OUTSOURCING
LOS BENEFICIOS PERMITE LA EMPRESA ENFOCARSE EN ASUNTOS PRINCIPALES DE SU ACTIVIDAD BRINDA ACCESO A CAPACIDADES Y MATERIALES DE CLASE MUNDIAL ACELERA LOS BENEFICIOS DE LA REINGENIERIA PERMITE COMPARTIR RIESGOS Y DESTINAR RECURSOS PARA OTROS PROPOSITOS CAPITALIZA EL VALOR DE LOS ACTIVOS DE TECNOLOGIA DE INFORMACION MEJORA LA POSICION COMPETITIVA DE LA EMPRESA PERMITE FLEXIBILIDAD ANTE CAMBIOS DEL MERCADO …

10 EL NUEVO PANORAMA EMPRESARIAL
Obligaciones ante el mercado y el cliente CUMPLIMIENTO DE LA MISION EMPRESARIAL LA TECNOLOGIA ES UNA HERRAMIENTA ESENCIAL PARA TODAS LAS EMPRESAS ADMINISTRACION DE PORTAFOLIOS AUTORIDAD O SUPERINTENDENCIA SISTEMA DE RECAUDACION No one has to tell you that ensuring that information is available wherever or whenever it’s needed is a job for a superhuman because you’ve been living it. Over the last few years, your company has been changing the way it uses technology to support its business. Today you have to worry about touchpoints that are both inside and outside your organization reaching the information required to do business. And the more you automate processes, the more you need to take a careful look at how information is protected. Evolving technology creates new challenges. For example, the securities industry is working on the straight-through processing concept. Today, a brokerage order typically takes three days to process, touching anywhere from 3 to 10 companies. The goal is to reduce this time frame from 3 days to 1 day, and then eventually to real time. Entire new enabling technologies such as .Net are coming online to support this type of processing. And in service industries, the expectations to deliver the highest levels of customer care continue to rise, fueling the need for immediate access to information. Companies no longer have the luxury of time to gather information from multiple databases to solve a customer problem, to check inventories, or to leverage customer information for marketing purposes. Delivering exceptional levels of customer care – whether through direct contact or via customer self-service – requires the highest levels of information availability. What challenges will your organization have synchronizing data real time with your value chain partners or delivering information throughout the customer service process? And more importantly, how will you be able to keep that data available? PARTICIPANTES

11 META EMPRESARIAL ¿QUE ES LO MAS IMPORTANTE?
¿CONTINUACION DDE PROCESOS o RECUPERACION? ¿DUPLICACION DE SISTEMAS? ¿DUPLICACION DE INSTALACIONES? ¿SOFTWARE PARA DUPLICAR DATOS? ¿CONTRATOS DE RECUPERACION ANTES DESASTRES? How are you going to keep this information protected? Most likely, by building availability into key aspects of your technology infrastructure and your business processes. But if you are like me, you may be getting confused by all of the different interpretations of information availability, operational resilience, high availability, and business continuity. Is there anyone in this room who has been proposed business continuity solutions from companies like EMC and Cisco? And if you compare all these “solutions”, they deal with a very specific aspect of your technology environment. So when we talk about information availability, what are we talking about really? What does information availability mean to you? STOP > > > this is an area for audience participation --- Let’s talk about the elements of your information availability program – if it is possible to add them to the slide, that would be great.

12 MOVIMIENTO HACIA DISPONIBILIDAD DE SISTEMAS
DISPONIBILIDAD DE OPERACIONES Disponible aplicacion, Alta disponibilidad, Riesgo, Disponibilidad de arquitectura, Resiliencia de procesos, Seguridad Estrategia de Disponibilidad Componentes Proactivos CONTINUACION DE NEGOCIO Manejo de Crisis, Preparacion Operativa, Personal y Oficinas At SunGard we contend that there are varying degrees of Information Availability providing the level of information availability you require. At the top, addressing the highest requirements of information availability, we find Production Availability. Production Availability solutions keep business processes and the applications that support them up and running, for example supply chain management or enterprise resource management and other “real time” applications. Production Availability solutions also address security throughout the enterprise. Stepping down a level, we find Business Continuity solutions that address the needs of your people and facilities, how you handle crisis and change situations, and your operation’s preparedness for disruption. Then, for your less critical applications, you look to data protection, including many of the point solutions such as EMC that are solving specialized requirements in the data center, such as data replication and transaction protection. For the least critical information, a traditional disaster recovery solution providing hardened facilities, system recovery and network recovery completes the continuum of services. PROTECCION DE DATA Y RECUPERACION Proteccion de Transacciones Componentes Reactivos RECUPERACION DE SISTEMA APLICATIVO Recuperacion de Centros de Operaciones

13 DEFINICION DE DISPONIBILIDAD
DEFINICION DE LA DISPONIBILIDAD DE LA INFORMACION TRES ELEMENTOS CONVERGEN HACIA UNA ESTRATEGIA FUNDAMENTAL DISPONIBILIDADDE INFORMACION Recuperacion De Desastres Disponibilidad del Sistema Aplicativo In fact, at SunGard we believe that every company has varying requirements for disaster recovery, business continuity, and production availability based on the applications that support the business processes. It is the convergence of these strategies that creates information availability or, again what some think of as operational resilience, and allows you to proactively support the needs throughout the enterprise. Continuacion Del Negocio

14 DISPONIBILIDAD DE INFORMACION
VISTA GRAFICA DE LA DISPONIBILIDAD ATRAVEZ DE LA ENTIDAD, SUS PROCESOS, Y SU PERSONAL CON LAS TECNOLOGIAS QUE LAS SOPORTAN CADA APLICACION Y PROCESO PUEDE REQUIRIR LOS TRES COMPONENTES COMO PARTE DE SU ESTRATEGIA DE DISPONIBILIDAD DE INFORMACION We call this convergence the 360 degrees of Information Availability. SunGard is unique in the technology industry in our ability to help you to take a holistic look at information availability across your organization, across business processes, and across the people and technologies that support them. By understanding the specific information availability requirements across your organization, we can help you balance the cost of availability and the risk of downtime enabling your company to achieve operational resilience, with the ultimate goal of contributing to your company’s bottom line. In our view of Information Availability, each business process or application in your organization requires some or all of the following elements: disaster recovery, business continuity, and production availability as part of its Information Availability strategy. For instance, a business process dependent on a tier 1 application might have elements of all three of these areas; a less business critical process powered by a tier 2 application might only require elements of production availability and business continuity. STOP >>> The next slide builds. You can either discuss each pillar as it come up or go through all four then solicit discussion. Given time constraints, our suggestion is to discuss all four at the end, rather than one at a time.

15 ASPECTOS DE LA DISPONIBILIDAD
RECURSOS HUMANOS Acceso Fisico a las oficinas Personal/empleados Proteccion de capital intelectual Infrastructura Fisica (servicios publicos) Comunicaciones Manejo de Crisis Cultura de Empresa PROCESOS INTERNOS DEL NEGOCIO Papel & Sistemas Manuales Manejo de Cambio Cadena de Interdependencias Presupuesto Mantenimiento de valor de accionistas Planes de Contigencia yPruebas TECNOLOGIA & INFORMACION Equipo Aplicaciones y software Red Almacenimiento Seguridad de Sistmas Seguridad de informacion Recursos Tecnologicos Base de datos Ambiente MERCADO/ CAUSAS EXTERNAS Ambiente empresarial/influencia de mercado Requerimientos de Negocio Regulaciones Amenazas /riesgos externos Reclamaciones de Clientes We’d like to explore with you our “checklist” of sorts that looks at information availability as it is spread across your business. We suggest that there are four categories, or drivers: Human and Physical Attributes focuses on the people and location aspect of availability. Can your people get to work, what happens to mission-critical data if it is stored in someone’s head, and that someone is injured or killed? Protecting intellectual capital has become a very important topic in particular circles, such as engineering and manufacturing environments. Crisis and event management is no longer viewed as a responsibility of the DR organization as it often was in the pre-9/11 world. Today, organizational culture, buy-in, and ongoing communications toward preparedness has become an important issue. Internal and Business Processes focuses on those activities that ride on and above the technology layer. This includes the daily workings of the organization, from the manual and automated processes through the varied external dependencies, and the core business continuity activities. Technology and Information Architectures focus on your information system infrastructure including all hardware, software, peripherals, and networks. It also looks at security as it relates to the system and information architectures. Also addressed are technical resources and the related SLA commitments, as well as the environmentals such as heat and power as they relate to the technology architecture. Finally, Market and External Drivers look at those unfortunate circumstances that are outside of your control; things like the business climate and economic influences, customer demands that impact business needs, regulatory issues, what type of technology is practical and available to support your needs, and finally, the outside threats and risks to business. STOP > > > Discussion, feedback Do these four pillars make sense to you? Do you think the presentation makes clear for the C-level executive why each one is important and why you need all four?

16 REQUERIMIENTOS DEL MERCADO ACTUAL
Como una empresa respondio… Resumen Corporativo EMPRESA A NIVEL DE “Fortune 1000” RED DE DATOS DE SOCIOS COMERCIALES ALTO NIVEL DE DEPENDENCIA SOBRE TECNOLOGIA DE WEB LOCALIZACION CENTRAL Not surprisingly much of the world thinks of us as a DR company. But the reality is that we are much more. There is no company in the world that offers the scope of technical skills, experience, and facilities and resources as SunGard. So, instead of running you through the list of solutions SunGard offers, I decided to focus on the story of one of our most valuable customers, and how we’ve grown together as their business needs have evolved and as SunGard has expanded into Information Availability.

17 Requisitos Del Negocio
Continuidad del Negocio – Pre-11/9 Prior to 9/11, the customer maintained SunGard’s traditional services for recovery of key business processes. Their business continuity plans focused on technical aspects of recovery and had little requirements at the time for web-based recovery requirements.

18 Requisitos Actuales Continuidad del negocio – DESPUES DE-11/9
Post-9/11, with the growing recognition of the “human” aspect, the customer added more comprehensive planning, end user recovery, and mobile solutions to their business continuity planning. High availability fail-over solutions were added for the key applications, along with web-based recovery strategies and network failover.

19 Requisitos Actuales Disponibilidad de sistema y resilencia operativa
As information powers the business and technology directly impacts business metrics such as revenue, stock prices, market share, process efficiencies, and customer satisfaction, our customer had to rethink the role of availability in their organization. To achieve “production availability,” this company ranked the priorities of their business processes and applications, and making availability choices based on those metrics. With these “impact analyses,” they decided to move to managed solutions for their most critical applications, including load balancing and network monitoring, while maintaining their fail-over solutions for other applications. And most importantly, they still recognized the value of the human element, and continued to maintain their end-user recovery and mobile options. They were able to ensure that their day-to-day normal operational risk, particularly from applications and the processes they support – their “production availability” was covered. At the same time, they considered their cross-organizational risks, such as their supply chain interdependencies, network requirements, and security issues, to ensure that their operations were resilient both inside and outside their organization.

20 SUNGARD ESTA UNICAMENTE CAPACITADO PARA DARLE SOPORTE A SU EMPRESA
GRAFICO DEL AMBIENTE QUE SOPORTA DISPONIBILIDAD DE LA INFORMACION A NIVEL DE OUTSOURCING EXPERIENCIA MAS AMPLIA DEL MERCADO EN EL AREA DE OUTSOURCING Y RECUPERACION RECURSOS HUMANOS CON LA EXPERIENCIA DEL MERCADO ACTUAL You’ve heard the old adage where the sum of the parts is greater than the whole. At SunGard, we believe that to be true … and we’ve seen the results that our customers can achieve when the whole SunGard Availability Services organization gets involved. We are uniquely qualified to help you develop your Information Availability strategy: • We are the only organization that can provide a comprehensive continuum of information availability solutions, without any hardware, software, networking, or application bias. • We have the industry’s most extensive experience in planning and building information availability solutions, from complete outsourced solutions through data continuity as well as traditional disaster recovery. In fact, you can leverage our economies of scale and let us host anything from a single critical application to your entire enterprise. We’ll work with you to help you determine what makes the most sense for your organization. •We offer our customers an unparalleled depth of knowledge from 200 consultants who average 600 hours per year creating vendor-neutral information availability plans. And we have captured that knowledge and experience in our industry-leading planning software packages.

21 OUTSOURCING DE SISTEMAS
SERIVIOS DE ADMINISTRACION SUMINISTRO DE TODO O PARTE DE L EQUIPAMIENTO INFORMATICO, INCLUYENDO SERVIDORES CENTRALES, EQUIPOS DE COMUNICACIONES SERVICIOS PROFESIONALES ADMINISTARCION Y MANTENIMIENTO DEL SOFTWARE DE BASE, ADMINISTRACION Y OPERACION DE SISTEMAS DISPONIBILIDAD DE SISTEMAS A BASE DE OUTSOURCING A SunGard Availability Services Information Availability strategy helps ensure your employees and customers have uninterrupted access to the critical systems and data that run your business 24/7. We use a combination of consulting, business continuity and managed services to help your company achieve operational resilience. SunGard provides: Managed Services that include hosting services, network monitoring, remote monitoring, availability services, security services and data center management. Professional Services at SunGard include business continuity software and consulting services for information availability strategies, solutions design and disaster recovery test management. Disaster Recovery and Business Continuity Solutions that include systems recovery, end-user recovery, network services and mobile recovery solutions. As our customers’ needs have evolved alongside technology, SunGard has responded by developing more comprehensive solutions based on the information availability requirements of the business objectives throughout the enterprise SERVICIO DE CONTINUIDAD SERVICIO DE RECUPERACION DE DESATRES, INSTALACION Y MANTENIMIENTO DE LA RED DE DATOS

22 EJEMPLO DEL MODELO DE DISPONIBILIDAD
ESTRATEGIA DE DISPONIBILIDAD DISPONIBILIDAD DE SISTEMAS Analisis del impacto de disponibilidad, Analisis de sistema de seguridad y riesgo , Servicios administrados, Monitoreo de sistemas a larga distancia Componente proactivo de Informacion disponible CONTINUIDAD DEL NEGOCIO Planes de contiguencia, analisis de impacto al negocio, servicios de pruebas, recuperacion del usuario, reviso de seguridad Let’s go back to our slide that represents engineering Information Availability. Instead of the business process or application let’s look at some other representative services provided by SunGard, both engineered, proactive solutions – for your highest level of availability requirements – and reactive recovery solutions – for your less critical systems and processes. Managed Hosting solutions protect and support your mission-critical servers and applications in our world-class Hosting Centers and include redundant Internet access, 24/7 facilities monitoring, and access to our portfolio of managed services. This helps ensure an uninterrupted business presence and the highest levels of performance, security, and reliability. SunGard’s complete suite of reactive recovery solutions includes facilities, hardware, peripherals, crisis management, and technical support. We help protect not only your information systems, but also your people and business processes. For the least critical information, a traditional disaster recovery solution providing hardened facilities, system recovery and network recovery completes the continuum of services. PROTECCION DE DATA Y RECUPERACION DISPONIBILIDAD, PLANES DE CONTIGENCIA Componentes reactivos de disponibilidad de informacion RECUPERACION DE SISTEMAS RECUPERACION DE RED, OPERACION APLICATIVA

23 VENTAJAS DEL OUTSOURCING
RESUMEN Y CONCLUSION DE LOS BENEFICIOS: LA HERRAMIENTA DE “OUTSOURCING” SE PRESTA PERFECTAMENTE AL MERCADO DE ADMINISTRADORES DE FONDOS DE PENSIONES PROTECCION Y CRECIMIENTO DE INGRESOS MANTENIMIENTO DE LA POSICION COMPETITIVA ANTE EL MERCADO REDUCCION Y/O CONTROL DE GASTOS DE OPERACION MAYOR EFICIENCIA CONTROL DE RIESGO TRANSPARENCIA FLEXIBILIDAD ANTE CAMBIOS DE REGULACIONES AUMENTO DEL VALOR TOTAL DE LA EMPRESA To sum up, although we pioneered the disaster recovery industry, SunGard now offers much more than the traditional disaster recovery and business continuity services. Recognizing the increasing importance of availability and resiliency, SunGard offers a full range of services to help our customer proactively and reactively build availability into their enterprises. The result? An “information available” enterprise that contributes directly to the bottom line, by protecting revenue from zero production downtime. “Engineered availability” solutions that ensure the right applications and business processes have been considered in the availability strategy, with careful analysis of the cost benefits from traditional, internal and managed solutions. A “resilient enterprise” that gains value in the market place and from shareholders who have the confidence that you’ve considered the role of availability in your enterprise – and dedicated resources to meet your strategy. How do we achieve these goals? By helping you take a 360 degree look at your enterprise availability requirements and providing the information availability strategy and solutions you require.

24 GRACIAS!