Worldline - 2019 Universal Registration Document

EXTRA-FINANCIAL STATEMENT OF PERFORMANCE Building customer trust with reliable, secured, innovative and sustainable solutions

Monitoring of Worldline data centers and services ● delivered to its customers by a 24/7 First Line Support team and fully automated and industrialized processes . The First Line Support team receives training to obtain a broad range of technical skills. The team is dispatched on two different sites to ensure a non-stop service in case of major disaster and provided with reliable monitoring tools in order to: Ensure the permanent follow-up of the correct availability ● of the customer services, Fix any incident with a maximum of autonomy in ● accordance with the Service Level Agreements (SLA) defined with customers, notably thanks to monitoring tool that enable to analyze information received in a global context and then predefine a procedure to be applied, Track all the incidents and report to the management, ● notably thanks to the monitoring tools that enable to automatically detect and send to a centralized tool any risks of potential dysfunction, any alert or action launched,

Coordinate with the second Level Support teams if ● needed. Alignment of Worldline processes with the ITIL best ● practices . Because technology and organization are not enough to ensure a good level of availability and security, Worldline rolled out international processes in line with the ITIL best practices, such as change management, incident management. Worldline’s own data centers and its consequent end-to-end management is key to deliver High Critical Real-time Services with strict Service Level Agreements (SLA). This end-to-end management is indeed providing high quality and agility for services production as well as cost reductions (through virtualization, containerization, SaaS).

Worldline business continuity strategy [WL 1] D.2.3.3 As a leader in the payment sector in Europe and a large employer in its markets, Worldline has a considerable responsibility with regards to offering business continuity to all its stakeholders. The business continuity process within Worldline focuses on developing and managing procedures to protect its people (internal and external), its processes,


Response time: respond to, and mitigate the impacts of, ● disasters and crises in a timely and effective manner (and according to service level agreements defined in contract); Confidence: ensure confidence of customers in Worldline ● ability to handle disruptions and prevent damage to Worldline reputation; Compliance: ensure regulatory compliance. ● To achieve its business continuity management (BCM) objectives, Worldline has an extensive BCM program which includes the following dimensions.

premises and technology. Worldline commits itself to: Service availability: resume (critical) business functions ● and the resources that supports them within the agreed timeframe with each customer (and according to service level agreements defined in contract);

Identify BC key resources

Assess BC risks

Develop a BC strategy Mitigate and recover from BC crisis

Test the resilience of BC strategies Testing of the implemented recovery and crisis management strategies to investigate their effectiveness.

Identification of critical business functions that support key products and services, their interdependencies, and the critical resources required to operate at an acceptable level.

Evaluation of risks and identification of Single Point of Failure (SPOF) resulting in business interruption and an analysis of the potential impact.

Development of strategies that enable Worldline to protect and recover critical business functions.

Planning and implementation of

mitigations responses and recovery and crisis management strategies.

Allocated resources: Worldline ensures that sufficient resources are allocated to enable key activities like assessments, planning and exercising to take place and ensures that key personnel have the knowledge and skills to deliver the Worldline business continuity lifecycle. Training and awareness: All employees, regardless of their role within BCM, receive a minimum level of information on BCM to enable business continuity to be integrated into day-to-day operations and management processes. Tooling and ISO 22301 certification: To respond to a disaster scenario, Worldline uses an external alerting tool (ISO 22301 business continuity certified) in order to be sure of the continuity of communications and so that the Crisis management team can implement the process validated at Worldline high management level in a timely and effective manner. Such process can include the creation of a Crisis Committee. The Managerial Unit Financial Services is certified ISO 22301 as well as other key resources.

113 Universal Registration Document 2019

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