Sungard Availability Services: creating a single source of truth for service management

Last reviewed: 11 July 2026

Historical note: this case study describes a historical Triaster implementation. Product names, screenshots and customer circumstances reflect the period of the original project.

The problem

Sungard Availability Services needed a single management system that would reduce errors, manage risk and support a standardised service to customers.

The organisation needed a central, online source of truth that was easy for staff to access and simple to use. It also needed to support end-to-end process capture, process and document search, RACI information, links from process maps to documents and templates, notifications for changed processes and documents, and shared common processes across projects and business areas.

The Triaster approach

Sungard AS implemented a global target operating model for Service Management, made available to staff through a Triaster process-led management system called Ask PAT.

Ask PAT brought service management processes and work instructions into one place. It helped provide a consistent view of how services should be delivered, what dependencies existed, and who needed to be involved when services changed.

The outcome

The system helped Sungard AS create a single source of truth for service management, reducing errors and risks while supporting standardised service delivery.

The original case study also records that having a single target operating model supported a single ISO20000 certification across the USA, India and the UK.

What Sungard said

“PAT is a key step in supporting Sungard AS’ consistent adherence to our standard way of working and our commitment to Business Improvement.”
— Pat Morley, VP Global Recovery Services & Operations Director Europe

Why this matters for QMS buyers

The Sungard case shows a recurring Triaster theme: organisations do not just need documents. They need a governed, usable model of how work is done.

For a Quality Director, the same principle applies to a QMS. Staff need to find the right process, understand the responsibilities around it, and trust that the information they are using is controlled and current.