Global Technology

1
Global Technology Servicesfor Investment Bank

• Presented by
• Matt Hynes
• Pablo Martinez

2
GTS Overview

• GTS employs roughly 15,000 people globally in 36
  countries
• Comprised of 11 business units
• GTS Group acts as internal vendor for 4 major
  business areas
• Investment Management
• Brokerage
• Investment Bank
• Corporate

3
Focus Areas for Operational Analysis

• Quality Control
• Service Level Agreements
• Metrics
• Productivity
• Performance
• Internal Business Controls
• Continuous Improvement
• Operational Risk
• Risk Assessment matrix template

4
Results of Operational Analysis

• Service Level Failures
• Frequency
• Severity

150
100
50
0
Oct
Nov
Dec
Jan
Feb
Mar
Freeze
Critical Business Outage
Significant Business Outage
Insufficient Plan/Testing 55
Vendor related 13

• Significant Sources of operational risk
• Insufficient Planning/Testing
• Vendor Related

19Impact/Dependency not known
5
Recommendations

• Reduce number of critical/significant business
  outages
• perform more frequent health checks
• Need to improve risk assessment for changes
• determine assessment priority
• Implement recently developed Release Management
  policy