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Financial Services Industry Credentials

Maximising banking capability Bringing a New Style of Business to Africa’s growing Financial Services Industry

Financial Services Industry Credentials

Table of contents 3 4 5 5 6 7

The changing face of African banking Need for effective IT management Fulfilling the need for software Banking in Nigeria Banking in Kenya Conclusion

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Financial Case study Services Industry Credentials KPN Werkplek

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The changing face of African banking The financial services sector is hugely important to the functioning of the global economy. It encompasses a broad range of organisations that provide economic services and manage money. They include credit unions, banks, credit card and insurance companies, finance and investment companies and stock brokers. In the past there has been a lack of effective competition in this complex but vital sector, so providers have lacked customer focus. However, competition is increasing with technological advances that have brought many online services. In addition, bad publicity has attracted the attention of government regulators and alerted the suspicions of the public, whilst worsening economic conditions have exacerbated the situation. The result is that banks and financial advisors now have to place greater emphasis on improving the way they design and deliver products and services. From a relatively unexplored and underinvested area just a decade ago, Africa’s financial services sector is now considered to be one of the continent’s brightest prospects and Africa is rapidly becoming a new banking destination. Now, 25 banks operate in Kenya alone. Africa is the world’s fastest growing internet population. It is also the world’s second fastest-growing continent economically speaking, and the fastest-growing continent in terms of population. According to a report by global financial services organisation KPMG, the development of Africa’s banking and finance sector has the potential to transform the lives of millions across the continent. Recognising the opportunities that Africa’s burgeoning middle class presents, an increasing number of financial institutions have awoken to the massive potential that lies within Africa’s growing consumer base. To do so, however, institutions will continually need to embrace innovative strategies in order to deliver banking products that fit consumers’ increasingly sophisticated needs, as well as to tap into the continent’s massive ‘unbanked’ population. While not without challenges, Africa’s financial services sector presents compelling opportunities. Away from banking, most African countries lag the rest of the world in terms of insurance and this is creating further substantial scope for future development. It offers profitable opportunities for insurers that are able to be innovative, as their success will depend on their ability to devise new ways to approach insurance.

Financial Case study Services Industry Industry Credentials KPN Werkplek IT services

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Technological innovation is the key To take advantage of Africa’s significant business opportunities, financial service organisations must achieve competitive advantage through innovation, including both new technologies and adopting the New Style of Business. As financial marketplaces become more dynamic, interest in innovation, its processes and management has escalated. Banking institutions need to innovate in response to changing customer demands and lifestyles. Innovation will also enable them to capitalise on opportunities offered by technology and changing marketplaces, structures and dynamics to achieve competitive advantage. The need for innovation is obvious and crucial for commercial banks operating in a dynamic, uncertain and competitive environment, particularly if they endeavour to survive and succeed in the current competitive global financial environment. Commercial banks need to produce a regular stream of innovations and, in today’s world, that means new technology. Globally, the outlook for financial services is solid. But increased competition has provoked the need for financial services entities to rethink their strategies. Innovation and technology have moved up on their agendas and this is particularly true for Africa where the market is less mature or saturated, giving rise to opportunities for new entrants to challenge the status quo. Coupled with this is the expectant growth of Africa’s economies. More and more of the population is becoming part of the formal financial system and in the African market, mobile phone technology is fuelling growth. A large portion of the market still remains untapped and the race is on for financial services companies to find new and innovative ways to get customers on board.

Need for effective IT management End-to-end IT management is vital and a growing number of Africa’s financial organisations are turning to the solutions offered by Hewlett Packard Enterprise (HPE). In recent years, HPE has expanded its operations in Africa by establishing new entities in a number of the continent’s fastest growing economies. By extending access to its portfolio of hardware, software and services across Africa, HPE is enabling the continent’s governments, businesses and consumers to use information technologies to improve how they work and live. It’s all part of HPE’s strategy for accelerating growth in the world’s fastest-growing and rapidly developing markets and it’s powered by what is now termed the New Style of Business. This model is about business outcomes and simplification. It operates mobile, Big Data, and cloud applications and services in a non-linear, high-speed mode that requires low latency and can continuously adapt to high levels of uncertainty and change. Particularly relevant to the competitive Financial Services Industry, the IT solutions that HPE offers for the New Style of Business are designed to deliver business outcomes with a fast, simple and efficient value proposition that is anchored by an innovation for true software convergence.

Financial Case study Services Industry Industry Credentials KPN Werkplek IT services

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Fulfilling the need for software In the last two years, HPE software solutions have been implemented in some of Africa’s top banks. Particularly relevant to this booming market are HPE Application Performance Management (APM), HPE Application Delivery Management (ADM), HPE Data Center Automation, Service Management and IT Operations Management (ITOM). Africa’s developing Financial Services Industry is constantly offering new products and services to the market and HPE ADM solutions enable developers to ensure quick time to market and improve the quality of applications across multiple technologies and form factors. HPE ADM helps accelerate application delivery securely and introduces scalability by leveraging the power of Big Data. The suite includes HPE Applications Lifecycle Management for improved collaboration, automation and visibility, HPE Functional Testing, HPE Performance Engineering and HPE Mobile Solutions for testing mobile applications. It is complemented by HPE APM solutions that provide a 360° view to ensure the performance of desktop, web, and mobile apps in on-premise, cloud, or hybrid environments. Once new solutions have been tested and launched, it’s essential to ensure efficient delivery and this is also covered by HPE. Delivery solutions include HPE Data Center Automation, a scalable solution that accelerates provisioning, patching and compliance in a consistent and efficient way and HPE IT Service Management which also leverages Big Data to reduce tickets and accelerate service delivery while simplifying service desk control using built-in ITIL best practices.

Customer ROI There are many tangible benefits to implementing software from HPE and companies across the Financial Services Industry are benefiting right now. These are just a selection of the benefits customers are telling us about.

93%

reduction in events through correlation

70%

faster root cause analysis

66%

faster policy deployment

60%

improved Mean Time to Repair

60%

improvement in project delivery times

30%

reduction in IT incidents

Financial Case study Services Industry Industry Credentials KPN Werkplek IT services

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Banking in Nigeria One of Africa’s largest financial services institutions based in Nigeria, with over 750 branches across more than nine countries, decided to implement an HPE ITOM solution as part of a wider customer experience initiative. The bank selected HPE IT Service Management and HPE Application Performance Management. The software was implemented to: • Improve customer satisfaction from IT services especially mobile and web applications • Improve application performance KPIs and application performance KPIs In total the bank has implemented HPE Business Process Monitor, HPE Real User Monitoring, HPE Operations Manager i, HPE Universal CMDB, HPE Network Node Manager i, HPE Universal Discovery and HPE Service Manager.

Banking in Kenya One of the largest commercial banks in Kenya is poised to take advantage of the largest economy in the East African Community. The bank undertook a major IT transformation initiative to capture business growth in the East African market. One of the key challenges facing the bank was channel migration. The bank’s alternative channels were not stable and poor customer experience was impacting its growth not to mention churn. Another challenge was the large number of unresolved events and the ability to track them. A Request for Proposal (RFP) for a monitoring and service management solution was issued and after careful evaluation the bank decided on an HPE ITOM solution. Good working knowledge of the solution by two existing HPE customers within the banking sector, where the solution is already deployed, provided the necessary proof points and it became clear to the customer that the HPE market footprint and customer support was unrivaled. The bank has implemented HPE ITSM and HPE Application Performance Management solutions to achieve multiple business requirements. Some of the bank’s strategic initiatives addressed by the solution were: • Provide alternative and always-on channels to its growing tech savvy customer base • Improve IT operations efficiency and standardise IT operations processes • Achieve best quality of services for all IT applications and services • Improve customer satisfaction from bank IT services especially online services The bank has implemented HPE Service Manager, HPE Smart Analytics, HPE Business Process Monitor, HPE Real User Monitoring, HPE Operations Manager i, HPE Universal CMDB, HPE Network Node Manager i and HPE Universal Discovery.

Financial Case study Services Industry Industry Credentials KPN Werkplek IT services

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Conclusion HPE software solutions are introducing the New Style of Business to Africa’s financial services community with the emphasis on business outcomes and simplification. It’s creating data driven enterprises and leveraging Big Data for inline insight, predictive capabilities and prescriptive actions for optimum business outcomes. HPE ITOM solutions enable financial services customers to transform their traditional IT environments into digital enterprises with automation, orchestration and ultimately, transformation solutions. This brand of On Demand IT offers the ability to scale, extend or support new business processes and its array of desktop productivity applications are creating more efficient workplaces, freeing up more time for innovation and differentiation. HPE offers the right solutions for the New Style of Business and its capabilities enable sound business outcomes with a fast, simple and efficient value proposition that is anchored by its innovation around true software convergence.

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