Global Service Delivery: Industrialising Service Management

Transcription

1 Global Service Delivery: Industrialising Service Management

2 Drive Business Value with Service & Portfolio Management PS109SN Global Service Delivery: Industrialising Service Management in partnership with CA Carey Blunt Fujitsu

3 abstract Carey Blunt Fujitsu, Global Service Delivery: Industrialising Service Management in partnership with CA For the last 2 years Fujitsu have been working in partnership with CA to create global, industrialised service management offerings for Fujitsu customers using CA software. Multi-tenant, multi-time zone, multi-cultural, cloud and traditional architectures. Join us and share our experiences of true global service management. 3

4 agenda Fujitsu s Journey to build Global Service Desk Platforms, Four big areas of learning, Standardization Structure Language Training 4

5 The Three R s Re-enforcement Reminded Revealed 5

6 About Fujitsu Fujitsu is the world's 3 rd largest IT services provider and No.1 in Japan. 172,000 employees supporting customers in 70 countries. Fujitsu is among the world's top five server manufacturers. Fujitsu customers include nearly half the Fortune Global

7 The Journey Strong regional entities Doing a lot of business globally vs. global business Managed Service Provider Establish a global delivery capability with appropriate tooling 7

8 Global Organisation Sweden Estonia Finland US Canada Ireland UK Poland Russia China Portugal Japan Philippines Costa Rica India Singapore Brazil Malaysia South Africa Australia 8

9 CA SDM Instances Finland UK US Germany Poland Russia Portugal Japan Philippines Costa Rica India Malaysia Australia 9

10 The Technical Solution 10

11 Global Challenges Regional or country variance, Regulatory compliance, Establish common terminology and document it! Establish common policy, process and procedure and understand where you will allow variance. Provide a governance function. 11

12 Multi-Tenancy Almost all global organisations have a reason to use Multitenancy/ Sub-tenancy. When to use Multi-Tenancy: When you need to keep parts of a business completely separate, When parts of the business are self sufficient entities, When you need different SLAs for different parts of the organisation, For training, To add another layer of granularity, To keep administrative effort low. 12

13 Fujitsu Golden Rules of Multi-Tenancy When an object is created it is associated with that tenant and it always remains associated to that tenant. There is no Sibling relationship, everything is Parent and Child except The Service Provider relationship is a Magic Relationship, What you can View vs what you can Do. These are controlled differently. Service Provider Tenant (Fujitsu) 13

14 Multi-Lingual Challenges Service provided to customers in over 38 languages Desk staff provide service in local languages, Information is logged in SDM in Business Language (English), Multi-Lingual notification capability developed by Fujitsu as a customisation to Service Desk Manager, Multi-Lingual end user Self Service portal developed by Fujitsu. 14

15 Training Global Service Desk Training requires new thinking. Large numbers of people, Distributed locations, Higher staff turnover, Service Desk function must continue while training takes place. CA Productivity Accelerator Always available, Aligned with CA Service Desk Manager, 15

16 Summary of Key Learning Establish common terminology. Establish common process set with flexibility at the procedural level. Global training requires new thinking. Don t dismiss the Tenancy model as not applying to you. Pay attention to multi-lingual requirements Never forget reporting 16

17 Q&A

18 thank you

19 Recommended Sessions SESSION # TITLE Date / Time PS207SN CA CMDB Jumpstart Workshop 11/15/11 at 5:00 PM South Pacific D PS110SN Top 7 Ways Effective Communication Can Improve Delivery of IT Services 11/16/11 at 9:45 AM South Pacific B

20 Related Technologies Booth 448 CA Service Desk Manager, CA Technologies Booth 444 CA Business Service Insight, CA Technologies

21 Session # PS109SN Please scan this image to fill in your session survey on a mobile device

22 terms of this presentation for information purposes only This presentation was based on current information and resource allocations as of November 2011 and is subject to change or withdrawal by CA at any time without notice. Notwithstanding anything in this presentation to the contrary, this presentation shall not serve to (i) affect the rights and/or obligations of CA or its licensees under any existing or future written license agreement or services agreement relating to any CA software product; or (ii) amend any product documentation or specifications for any CA software product. The development, release and timing of any features or functionality described in this presentation remain at CA s sole discretion. Notwithstanding anything in this presentation to the contrary, upon the general availability of any future CA product release referenced in this presentation, CA will make such release available (i) for sale to new licensees of such product; and (ii) to existing licensees of such product on a when and if-available basis as part of CA maintenance and support, and in the form of a regularly scheduled major product release. Such releases may be made available to current licensees of such product who are current subscribers to CA maintenance and support on a when and if-available basis. In the event of a conflict between the terms of this paragraph and any other information contained in this presentation, the terms of this paragraph shall govern. Certain information in this presentation may outline CA s general product direction. All information in this presentation is for your informational purposes only and may not be incorporated into any contract. CA assumes no responsibility for the accuracy or completeness of the information. To the extent permitted by applicable law, CA provides this presentation as is without warranty of any kind, including without limitation, any implied warranties or merchantability, fitness for a particular purpose, or non-infringement. In no event will CA be liable for any loss or damage, direct or indirect, from the use of this document, including, without limitation, lost profits, lost investment, business interruption, goodwill, or lost data, even if CA is expressly advised in advance of the possibility of such damages. CA confidential and proprietary. No unauthorized copying or distribution permitted. 22