Global Services

Global Services

Business summary

  • Total revenue £124m, up 3%1
  • Total as reported revenue £112m up 30%
  • Total order intake £122m down 18%1
  • Revenues from training doubled
  • New value-added services launched
  • Move to high value and low cost centres on track
  1. Global Services’ revenues are included within business division results. Financial performance measures reported on a like-for-like basis. See the financial review for a reconciliation to as reported measures.

Delivery updates

Get fit: completed (Mar 07-May 08)

  • Launch new service offerings (achieved)
  • Build capabilities: hire, retool and acquire (achieved)
  • Build common customer-facing processes, channels and partners (achieved)

Win more: started (1-2 years)

  • Target 10-12% revenue growth1
  • Innovation along the value chain
  • Implement global/major accounts programme and planning process (achieved)
  • Build the offshore centre (achieved)
  1. Growth target published in announcement on 23 October 2008 ‘Group Revenue Growth Reiterated’.

Lead: ongoing (2-4 years)

  • Continue revenue growth
  • Continue innovation along the value chain
  • Increase use of partnerships
Our business

We service our large installed base leveraging our deep domain expertise and substantial development and support resources to deliver added value for our customers and new sources of revenue for the Company. With more than 500 highly trained experts operating in over 30 countries, we serve customers in the Banking and Treasury & Capital Markets. We also work in close partnership with Allscripts’ services, support and sales teams.

Order intake declined principally due to a very large order received in the prior period in Allscripts. Overall, revenue grew, although Banking saw a revenue decline as customers cut back on consultancy and project spending.

Our customers

Customers use our services to address critical business issues and increase their return on investment in our solutions. From training to cost reduction, operational efficiency to business growth and risk management, our consultants and partners apply innovative thinking and award-winning technology to achieve powerful results for customers.

Priorities and actions
We responded rapidly to customers’ changing needs

This year, fast-changing and very demanding economic conditions required a flexible approach from us, and we helped customers respond quickly to key challenges and opportunities. For example, our teams played a central role in the development and implementation of Misys Quick Start solutions. This has provided a fast and affordable way for customers to gain the benefits of our solutions, despite difficult circumstances, and it creates a strong pipeline of revenue opportunities for Misys.

We are helping customers to optimise systems and reduce cost

Launched this year, our new operational support services offering enables customers such as global banks to outsource aspects of operations and production, reducing their total cost of ownership. Our offerings allow customers to focus their resources on core activities, while we take care of technical functions such as automated testing, support and implementation. For certain service offerings, we are working closely with our partner HCL concentrating initially on large-scale users of Misys Midas and Misys Summit.

This year we also expanded our use of off-shore resources in delivering funded development to our customers. This enabled us to meet our customers’ functional requirements at lower cost.

We are growing our Misys Academy training services

This year we more than doubled our training revenues generated through the Misys Training Academy to £2m. This growth reflects the increased choice offered to customers. We now provide training support across the whole implementation lifecycle, from team-building to testing, and from end-user skills to IT support. Our training offerings extend from standard classroom instructor-led training to eLearning software simulations. The Misys Learning Suite has been particularly well received by customers. This innovative service replicates a bank’s Misys solution, enabling employees to train in a realistic environment.

We are enhancing the quality and value of our support services

We have continued to enhance customer support by investing in our high-quality/low-cost centres in Bangalore, Beijing, Bucharest and Manila. Our aim is to locate at least 80% of our customer support operations in these locations, whilst our highly skilled regional/local support teams will continue to offer high-value support services to our customers. We have completed the transformation for our Banking business and continue to make good progress transitioning support for our Treasury & Capital Markets business.

During the year our support teams’ priorities were to help our customers reduce cost and risk, and to meet key customers’ specific needs through value-added services. We continued our work on integrating support services with customer-facing teams in Misys this year, to ensure we provide a seamless service to customers, and we developed even deeper relationships with our strategic partners.