Strengthen operational resilience with Genpact and ServiceNow

Service disruptions are more frequent and more severe than ever. Everything from natural disasters and cyberattacks to service delivery chain failures can have an impact. It's time for a holistic and proactive approach to protect critical services.

Operational resilience in financial services has gained significant attention in the United Kingdom as regulatory bodies, such as the Financial Conduct Authority (FCA) and the Prudential Regulation Authority (PRA), set stringent regulations. However, global threats call for a global approach.

Genpact is here to help. Our Operational Resilience solution is built on the ServiceNow Integrated Risk Management (IRM) platform. We use it to help financial services companies manage and maintain critical services, monitor operational resilience, and promptly respond and recover in the face of disruption.

Challenge

Evolving disruption calls for an agile approach

Advanced technologies, interconnected systems, and expanding networks. Dependency on third-party vendors and service providers. Sophisticated cyberattacks. These modern threats are increasing business vulnerability to disruption – especially in financial services.

There are also plenty of new regulations around data privacy and security. This puts pressure on organizations to reach increasingly high standards of operational governance.

And lastly, limited budgets, skills, and time make it difficult for enterprises to put in place a comprehensive operational resilience strategy.

As a result, the frequency and severity of operational disruption continue to rise as customer and employee satisfaction steadily falls.

Solution

A tailored operational resilience framework

We designed our Operational Resilience solution to protect critical business functions and minimize the impact of disruption on customers, employees, and stakeholders. The solution, implemented by Genpact on the ServiceNow IRM platform, provides a robust business continuity plan for enterprises to prepare for and respond to disruption.

Key features

• Digital-driven service taxonomy: Define and classify different types of operational risks for structured mapping of business-critical assets
• Importance assessment and impact tolerance tracking: Prioritize assets to avoid potential gaps when responding to operational disruption
• Assessment methodology: Discover how to effectively manage the real-time monitoring of important business services and related resilience indicators
• Scenario testing: Assess and test the operational resiliency of the people, processes, and technology used to deliver important business services
• Real-time dashboards: Track resilience assessments using real-time dashboards for enhanced visibility and control
• Genpact and ServiceNow expertise: The beauty of our solution is that it blends Genpact's industry, operational, and risk expertise with the innovation of ServiceNow's IRM platform

Impact

Save time, cut costs, and protect your company's reputation

Our Operational Resilience solution empowers your business to set and monitor resilience metrics. With this approach, you can address risks before they turn into problems. And if something unexpected happens, you'll be able to recover sooner and minimize the impact.

Key benefits

• A standardized methodology for impact tolerance testing
• Up to 50% reduction in manual asset mapping effort
• Cost savings of 30–50% thanks to a reduced need to focus resources on the management of operational disruption
• Up to 40% reduction in incidents due to early warning indicators (EWIs)
• The ability to make informed decisions based on data-driven insights
• A reduced total cost of ownership and end-to-end processing time

Operational Resilience in action

Challenge: A financial services organization was struggling with complex manual operational risk management processes, reporting on resilience indicators, and setting up recovery plans. The company was also unable to document control testing results on its existing governance, risk, and compliance tool.

Solution: We customized the ServiceNow IRM platform to manage its important business services. We developed structured asset mapping, resilience assessments, and the ability to identify EWIs on potential breakage points. We also implemented the ServiceNow governance, risk management, and compliance audit module. This empowered the company to digitize, document, and report on its control testing.

Impact: The company saw a 50% reduction in the manual effort needed for asset mapping. The company was also able to monitor important business services in real time and the associated resilience indicators. Lastly, there was a 40% reduction in incidents due to EWIs and a vast improvement in the efficiency of its regulatory reporting processes. Read the case study.