Infrastructure Technology Outsourcing

To remain competitive in the digital age and extend the benefits of service management beyond IT to the , high-performance recognize that they must fundamentally change how they operate. must address organizational design, service architecture, change enablement, process excellence, stakeholder communications, training and much more to succeed. Service Management

ITSM fuels the workplace transformation MAKE YOUR WORKFORCE EFFICIENT

IT is the backbone of any enterprise and ITSM ensures that your is up and running round the clock. Moreover, with the advent of all mobility assets in workplace, ITSM strategy needs to be revisited to ensure your organization is digital- ready.

Traditional IT services frameworks and standards – and even established IT services measurements, such as Information Technology Infrastructure Library (ITIL) – need to adapt to the faster pace of change, the new digital business agenda, and emerging technologies that make agile IT possible. An improved employee and customer experience is essential for successful digital transformation, but discrete service management tools create barriers to achieving this goal.

FIS, as a fintech leader, ensures that our clients benefit from cutting-edge technology, industry-leading customer service, sound processes, compelling thought leadership, and strong guiding principles. FIS provides additional value to our clients, by leveraging strong corporate relationships with other technology leaders such as Microsoft ®, IBM ®, ServiceNow ®, Amazon Web Services ®, Cisco ®, and many others to improve the service to our customers.

FIS solutions enable the next generation of global enterprises to succeed in their digital transformation and deliver superior experience to the end users. They help transform manual processes and enable quick build, test, and deploy applications to automate work across the enterprise. For its ITSM clients, FIS leverages its with a leader in this vertical – ServiceNow®. Our partner’s service management capabilities along with FIS , will give your enterprise the service quality and efficiency it needs. FIS ITSM solution will bring multi-faceted benefits to your enterprise:

Financial Benefits

• License cost is significantly less than market rate “The true value that • Deep discounts in professional services • Individual module pricing through ServiceNow ITSM tools provide to IT • Reduced need for professional services due to use of repeatable organizations is their processes leading to faster time to market ability to deliver tightly Time to Market integrated processes • Trained Product Owners & Administrative Staff • Core Process Templates and functions that • Repeatable implementation plans correlate with the Best Practice Processes activities of the broader • ITIL Expert Process Engineering – client integration IT organization. • PCI and other regulatory compliant processes - Benefit from FIS Improvements G a r t n e r • Ability to leverage FIS enhancements and plug-ins that are made at the global level.

Additionally, enterprises can accelerate their digital transformation and elevate their service experience by providing consistent end-user services anytime, anywhere, and through any channel, using virtual agents. As a result, IT productivity improves with structured machine learning to automate routine tasks. Enterprises also continue to receive the insights that they need to constantly evolve. Service Management

Visibility Control Compliance FOR END-USER SERVICES

FIS understands that clients look for a technology partner who can help them automate processes for their IT Service Desk and help to transform service management. To address client challenges, FIS has built multiple servicing offerings.

Breadth of Solution Portfolio

IT Service Management (ITSM): Strategic Partnership

Consolidate fragmented tools and legacy systems while Out industry partner ServiceNow® provides a modern automating service management processes. service management solution. Its single system of action allows you to consolidate tools, transform the way you • deliver services, and improve customer experience. With • ServiceNow ITSM, you can automate workflows, gain real- • (CMDB) time visibility, and improve IT productivity, allowing you to • switch your operational investments to innovation. • Request Management

IT Business Management (ITBM) IT (ITOM)

To better manage demand, balance resources, manage These solutions help your organization enhance visibility agile and waterfall projects, perform budget planning, into its infrastructure and services, prevent service outages, and map costs to technical and business services. and maximize operational agility.

• Application/Project Portfolio Management • Event Management • • Service Mapping • Enterprise Releases Management • Operational Intelligence • Agile Development • Orchestration • Business Planning • Cloud Management • Software Asset Management

ServiceNow® & FIS Managed Services Customer Service Management (CSM)

Enables you to provide service and support for your external customers through communication channels such as web, email, chat, telephone, and social media. Other allied services:

• Security Services • Governance, Risk and Compliance • HR Service Delivery • Performance Analytics and Reporting Service Management

Enhance your capability WITH THE RIGHT PARTNER

SUCCESS STORIES

Client was struggling with its queue management tool and CRM application processing. A strong need for automating back-office operations was sensed in order to drive efficiencies while maintaining C-SAT levels for back office.

FIS team applied combination of Robotics, SOA and Offshore Associates to reduce transaction cost for client. Achieved over 75% FTEs reduction in back-office operations and deployed 50 robots in production.

Client required an AI-based document management solution to make process efficient and error-free.

With FIS Back Office RPA solution, client was able to automate 65 FTE account maintenance operations process with help of 18 bots. Reduced 180+ FTE over next two years with 200+ processes automated for a large back office operation.

WHY FIS

Diverse Solutions: FIS offers a blend of pure play RPA technologies, AI-based in-house solutions, reselling relationships and advisory capabilities.

Operations and Process Transformation: For large engagements driving significant cost savings to clients

Adaptive Engagement Model: FIS offers a variety of engagement models from co-sourced or managed service COE model, to providing guaranteed outcomes

Bespoke Solutions: Ability to bring together machine learning, autonomics, BPM and core development skills to build platform-based solutions that address industry challenges

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