1 End User Services Experience true collaboration & business agility
2 Raise performance Change is the only certainty in business»fujitsu were open to discuss the right kind of contract to ensure suitable behaviors were built in from the beginning which ultimately means we save money and have a more satisfied end user while Fujitsu has resources that can drive continuous improvement in various areas or take on additional services. Everyone is winning in this model.«marcus Claesson CTO and Head of IT Operations, Electrolux The most successful businesses will be the ones that have the agility to react to opportunities as they arise. This ability to reshape business in a heartbeat is fundamentally dependent on IT foundations. To keep your end users productive End User Services play an important role. In the past, IT managers typically focused on cost control through desktop standardization. Now, however, they increasingly face new challenges. These include the demand for greater user mobility across multiple computing devices - PCs, thin clients, smartphones and tablets - along with the changing usability demands of multi-generation workforces and the need to deliver computing power and applications to increasingly differentiated user roles.
3 Connecting the end user to their business information Your employees need technology to function reliably, whenever and wherever they are working. Fujitsu s End User Services provide users with everything they need for a reliable, agile IT working environment. With Fujitsu handling the day-to-day management of your IT, you will achieve improved service levels and be able to free up IT resources to focus on strategic initiatives. You will realize more efficient infrastructure management and predictable IT costs by leveraging Fujitsu's global delivery capabilities. Fujitsu s offering is based on reusing practical experience, taking what has proven effective in real service delivery in our own enterprise as well as in customer situations - and developing that into a standard solution covering the lifecycle from consulting via procurement and installation, to ongoing support and maintenance, and finally environmentally friendly hardware recycling. All systems and processes are robustly tested before customer deployment, ensuring improved reliability and swift deployment times. Service Delivery Management End User Infrastructure End User End User Device Service Desk Deskside Services Key to productivity and flexibility Fujitsu s globally available End User Services are designed to drive down end user device management costs, while improving employee productivity and giving you the flexibility to manage diversity and meet changing business demands. This portfolio is based on standardized service offerings with options available on demand according to your business needs: Workplace incorporates the entire lifecycle management of IT workplaces. Standardization and automation ensure highest service quality and end user productivity, whilst reducing risks and costs. The services are based on defined service level agreements and apply to distributed, virtual as well as mobile infrastructures. A price-per-seat model enables absolute cost transparency. Workplace Workplace Assessment Workplace Workplace Distr. Workplace Virtual Mobile End User Services Collaboration Messaging Share- Point Office Communication File Service Print Manages Print Services Service Desk Service Desk Dedicated Service Desk Shared Service Desk Collaboration provides your employees with an integrated set of Messaging, SharePoint, Office Communication (Lync), and File Services which enable them to better communicate, manage, use and share information directly from their end user device. Fujitsu offers optimized and centrally managed on- or off-premise collaboration infrastructures, changing fixed costs to variable costs on a pay as you grow basis. Through Print our customers gain visibility and control of their spending for infrastructure and supplies. It provides the right functionality and output power at the right place while consolidating the office output infrastructure and getting the printer landscape and multifunctional equipment under control. The Fujitsu Service Desk is the single point of contact for your end users. Our agents offer them quick responses to resolving their IT problems while at the same time they strive for continuous improvement to proactively avoid any incidents.
4 Workplace Combine cost effectiveness with satisfaction Managing workplace infrastructures - the challenge Managing stationary and mobile IT workplace systems is an enormous challenge for IT departments as today's business requirements can be quite complex. The CEO wants his company's IT to be reliable and flexible in order to respond quickly and effectively to changing needs. This often requires changes to the existing IT infrastructure and the introduction of new services. At the same time, the CFO is looking for more efficiency. This includes lower costs along with transforming fixed costs into variable operating costs and faster and higher return-on-investment, in addition to more cost transparency and predictability, minimized risks and full compliance with IT directives and legislation. And finally, the end user demands systems that are easy to use, with high reliability and performance, to ensure highly available access to their applications and data. Cost-optimized workplaces More than 80% of all costs of an IT workplace are incurred during operation. These costs can be reduced sustainably through highly standardized services. By using end-to-end optimized service levels customers can achieve more service quality at lower costs, which in turn has a positive impact on productivity. According to the maturity model of the Gartner Group a rationalized or even well-managed IT workplace provides significant advantages in efficiency. There is no single starting point for initiating a workplace optimization project. Sometimes it is the need for additional expertise or a lack of personnel for international end user services. For many enterprises the transition to Windows 7 still is an issue that requires action because Microsoft plans to discontinue extended support for Windows XP in April If enterprises continue to use XP, they could soon be facing higher support costs. Workplace Assessment Fujitsu s Workplace Assessment Service is specifically designed to provide accelerated support and guidance in assisting the customer to understand what possibilities are available in adopting technology choices and their financial impact. The resulting report and recommendations enable the customer to make robust decisions based on measured facts for his workplace strategy. As a starting point a tool based, agent-less analysis, done by one of our specialized consultants, shows the customers current infrastructure situation. All recommendations based on these facts will then guarantee maximum relevance to the customer s goals and visions. Workplaces and user types Which types of end users do we typically meet in organizations? There are task workers who just need access to a set of standard applications and central data, and nothing else. Knowledge workers as well require static access to their applications; and their desktop is highly personalized. Power users have got highly individualized desktops and have highest performance demands which can often be met only by special workstation hardware. There are more and more mobile workers, who are frequently on the move, and need access to applications and data, even when no network is available. Sometimes there are external users or guest workers, who temporarily need access to corporate resources. And we should not forget most of them also use mobile equipment like smartphones. While power users and mobile and external workers need fully featured PCs or notebooks, task and knowledge workers are perfectly equipped with a virtual client.
5 Workplace Fujitsu Workplace is an offering for the efficient and reliable management of both distributed and virtual IT workplaces as well as mobile devices like tablet PCs and smartphones. It covers the entire lifecycle of workplace IT infrastructures and offers proven end-to-end concepts for the management. Standardized and optimized services, which are provided predominantly from remote, ensure the efficient use of resources. Transparent costs are based on a price-per-seat model. Fujitsu helps to optimize your IT infrastructure and service processes, offers tailormade delivery models for different types of users in your organization and manages your IT infrastructure on the basis of defined service level agreements. Eating our own dog food and based on the experience of managing more than 6 million workplaces worldwide Fujitsu supports you in realizing the optimal provision of IT workplaces and ensures efficiency and high service quality across national borders. All services are coordinated based on ITIL-compliant service management. Consult Migrate Develop Procure Deploy Service Management Retire Support Manage Workplace at a glance Operate & support IT workplaces Traditional & virtual solutions Throughout entire lifecycle Highly standardized & automated Optimized & harmonized processes Remote services from shared delivery center ITIL-based service management Service Desk Single point of contact Drive continuous improvement Multi-lingual Coordination of onsite services globally Consistent delivery Real-time reporting Monthly price per seat
6 »Fujitsu differentiates from other vendors by their can do- and fix first than talk mentality. Fujitsu understands our company business and our service objectives to our IT customers. Their employees are truly dedicated to their job and act as being part of the team. Fujitsu is a reliable and a lasting partner for KLM.«Werner Soeteman Manager Operations Office Automation, KLM Royal Dutch Airlines Workplace Distributed With Workplace Distributed Fujitsu takes care of your distributed PC and notebook infrastructure. Management efficiency is ensured due to consistent end-to-end processes including individual configuration, personalized installation and centralized operation, such as proactive global service, maintenance and support. Furthermore, employees can make use of web-assisted processes on a 24- hour basis. As a result they have an adaptable and cost-efficient IT landscape, which provides increased user friendliness and on which they can rely in the future. The workplace IT consists of Windows-based workplaces which are operated by back office functions distributed over customer and Fujitsu premises. The services cover the entire Windows world, especially optimized for Windows 7. SLAs define extent and quality of the services delivered by Fujitsu. Workplace covers the management of IT workplaces throughout all phases of their lifecycle, starting with the transformation from the current mode to the future mode of optimized operation. Standardization of the workplace IT and automation are prime objectives of Fujitsu s IT service management, and ensure service quality and end user productivity, whilst reducing risks. The IT service management approach follows ITIL concepts and comprises the handling of requests, fulfillment of workplace user requests, operational processes and incident management. Proactive service planning and service development make sure that agreed service levels are met. Workplace Virtual The normal user is hardly aware of the complexity of a traditional workplace. Every change in one system component affects the overall configuration. For example, version updates or security patches must be individually applied to each device. Additionally, there are security limitations and the risk of misuse or loss of data in the event of hardware theft. Fujitsu Workplace Virtual is targeted at enterprises that understand the benefits of decoupling workplace components, want to equip users with virtual clients and are looking to transform their desktop service and provide a more flexible, cost-effective solution with increased security and control. Through all our activities, no matter whether in our labs or in real-life projects, we have gained experience as to what is required to successfully introduce desktop virtualization solutions. This broad knowledge of optimizing solutions for specific customer requirements is reflected in our end-to-end lifecycle services, including neutral consulting, infrastructure design, implementation and migration, and management and maintenance of the overall infrastructure solution. Mobile The number of smartphones in enterprises is rapidly growing. The diversity of corporate and employee-owned devices is exploding, making management and integration with enterprise IT costly and problematic. Although carrying sensitive data, a security policy for smartphones is often not enforced. Fujitsu s Mobile is a complete service for managing and supporting smartphone and tablet users, as well their devices and applications. Mobile does not only include office applications like push mail, calendar and contacts, but also enforced security policies, application publishing and support for a corporate app store. It is designed to increase personal productivity, collaboration and overall efficiency, by granting users freedom of choice without compromising corporate security. New users can simply visit a designated URL to self enroll. If a device is lost or stolen or in unauthorized use, it can be decommissioned in real time. Fujitsu can differentiate between employee and company owned devices and accordingly can perform resets selectively. With Fujitsu s Mobile you will be fully prepared to face the trends of the future, such as consumerization and bring-your-own-device (BYOD) head on!
7 Print Streamline the office output environment While many offices look modern, unplanned and unmanaged use of printers, fax machines, copiers, and scanners lead to significant waste. Most enterprises possess an aging fleet of office machines, far too many equipment models, and a high percentage of non-networked devices. They also have decentralized purchasing and no programs for demand management to reduce print volume and create a green office. Often, organizations have luxurious device allocations, with one printer for every two or three workers. Consolidation means optimization of machines and processes Many companies do not view fixing these problems as a core competency. Fujitsu Print is designed to help you streamline the management of and thereby minimize costs associated with printing and imaging, offering services to enhance productivity and reduce energy consumption. Print spans the office, production, and mobile environment. It includes a multiyear contract covering supplies and break-fix, with devices owned by Fujitsu or the customer. Print services are based on a professional assessment, and include ongoing optimization, governance and change management. Remote monitoring takes care of proactive management. Invoicing and reporting are provided once a month while leasing contracts for new equipment and remarketing of unused hardware will free up budget and change investments to monthly fees. Most of the suppliers of printing equipment offer Print services but none of them are independent and can offer the solution that best fits your needs. Fujitsu can.
9 Collaboration Change meets flexibility User expectations are rising all the time. They want an enhanced experience that makes working painless and seamless. They want to access and exchange information and communicate with each other at their fingertips. And that s equally good for your business. With a more productive workforce that travels less you get more out of a working day. Experience true collaboration Fujitsu Collaboration offers, integrates, and manages Microsoft Exchange, Microsoft SharePoint, Microsoft Lync and File Services based on various service classes with different availability level and sizing options. Collaboration is especially useful for organizations, which want to update their IT environment, provide an around-the-clock service, and reduce total cost of ownership. It is a cost-effective solution with transparent cost structure for improved budget planning. Large enterprises often look for an individual and flexible solution. Collaboration allows customization and parameterization and enables customers to bring on new users and use Fujitsu s computing and storage resources as needed. Collaboration services are invoiced on a monthly base with transparent reporting and can be adjusted and paid as you grow. Fujitsu can help you to determine your business objectives and existing infrastructure, license ownership and agreements together with you and recommend a Collaboration Solution that best fits your needs. Fujitsu can perform the migration from your current environment to the new Fujitsu Solution. Fujitsu has the size, technology and expertise to help companies get the most out of their collaboration infrastructure. Fujitsu is a Microsoft Gold Certified Partner and has highly qualified specialists and extensive experience with Microsoft collaboration technologies. We have more than 30 years experience in architecture, planning, installation and operation of mission-critical back-end servers and storage systems. Fujitsu Messaging Fujitsu Messaging consists of a dedicated server and storage infrastructure and Microsoft Exchange 2010 instance with optional backup services. Microsoft licenses can be deselected and provided by the customer as an option. It serves all types of users from executive and power users to deskless and mobile workers. environment and service management, which are provided remotely. The messaging solution is monitored 24 x 7 and offers short reaction times for critical issues and includes second and third level support for authorized users. 1st level end user support can be added. Fujitsu SharePoint Microsoft SharePoint is an integrated collaboration environment that allows staff to find the right information and share knowledge with colleagues. Using SharePoint, employees can instantly access business information, and collaborate with colleagues at the next desk or on the other side of the world and thus make them more productive. Fujitsu SharePoint offers different levels of service to reflect users needs such as how often they access the service, the level of functionality they need, whether they create or just view documents and the amount of storage they require. A range of consultancy and application development services are available such as migration to the latest version, custom development, setting up workflows and business processes, integration of the service with existing systems. Fujitsu Office Communication / Lync Microsoft Lync delivers a fresh, intuitive user experience that brings together the different ways people communicate in a single interface. This unified experience facilitates rapid user adoption, while the ability to support a full range of communications from a single platform reduces both capital and operational costs. With Active Directory integration, Lync helps users find the right person to connect with, view their presence, and then communicate with them in the most effective way - via voice, video, or sharing an application or PowerPoint. Lync from Fujitsu relieves the customer from installing servers, purchasing licenses, worrying about security and integrating and managing the whole system. No upfront investment is needed. The price is charged on a monthly base. Fujitsu File Service Fujitsu File Service provides the end user with a central managed disk space. The authentication of users and the sharing of folders use the information of the Active Directory. Backup of data is part of the service. The price is charged on a monthly base. Fujitsu Messaging is a flexible solution based on standardized solution blocks to meet specific customer requirements and compliance needs. It includes integration in the customer s Active Directory and single sign on. Mailboxes can be accessed via a web browser or the Microsoft Outlook client. Messaging can be provided with various services classes with defined availability. Services consist of infrastructure management of the messaging
10 Service Desk The key to employee productivity Compelling, competitive and differentiated Service Desk delivery We believe that Service Desks play a key role in shaping how IT is viewed across an organization and directly influence the end user experience. Outsourcing your Service Desk to Fujitsu will have a positive and far-reaching impact on user satisfaction and employee productivity. Fujitsu provides Service Desks which operate as a single point of contact for end users, managing incidents, queries and requests either fixing them themselves or handing them over to the appropriate support unit and monitoring progress. The Service Desk has a unique position as it continually interacts with the customer and therefore can see and understand the issues that the customer is experiencing on a dayto-day basis. Fujitsu utilizes this knowledge to enable service improvement through trend analysis and improvement plans based on our Sense and Respond methodology, which is our implementation of Lean. At Fujitsu, our Service Desk agents are committed to delivering exemplary service quality for the best possible user satisfaction. They are empowered not just to fix problems, but to identify root causes. This avoids recurring problems and eliminates waste and unnecessary user downtime.»fujitsu differentiates from other vendors, because of how the service desk is positioned and because of the methodology applied. People who work there know that, and are empowered to suggest ideas for improvements that can be brought to the customer that resonates with us very well. The ultimate target is to deliver a high quality service to our business we have an open dialogue and we define steps and measures to ensure we get to where we want to be.«marcus Claesson CTO and Head of IT Operations, Electrolux Fujitsu s Shift-Left approach reduces support costs by moving expensive work to a lower support line based on the empowerment of people. Well trained Service Desk agents increase the number of First Time Fixes and remote management tools help them to quickly and cost-effectively identify potential issues before they impact on performance. Self-service tools encourage users to serve themselves and fix common problems such as password resets. Shift work to the left Cost per fix Eliminating waste Optimizing use of self-service User 1st Line 2nd Line 3rd Line Migration calls to online channels Moving work to the front line Moving expensive desk side work to the 2 nd line Our TRIOLE Service Management toolset gives you the benefit of best practices based on a standardized, automated, ITIL-informed and ISO/IEC compliant approach to Service Management anywhere around the globe. Service Desks can be provided as a standalone service or as an integrated part of our End User Services, shared with other customers or dedicated to you. As the world s third-largest IT organization and experienced system and service integrator, we have 5500 agents (3500 in Europe) supporting more than 2000 European customers and over 3.2 million end users in 41 different languages up to 7x24 hours. We have 5 Global Delivery Centers based out of Costa Rica, Portugal, Poland, Malaysia and the Philippines all strategically placed to ensure a follow the sun approach to fit even the most complex scenarios. Time
11 Why Fujitsu? The benefits US Canada Nothern UK Ireland Germany Portugal Sweden Polen Finland Russia Estonia China Japan 5 global multi-lingual service desks Local service desks (representative selection) Potential for "follow the sun" service 3 global delivery centers (remote infrastructure management and applications management) 5 regional delivery centers Costa Rica India Thailand Malysia Philippines Singapore Fujitsu data centers (representative selection) Brazil South Africa Australia With this end-to-end managed service approach, Fujitsu standardizes and takes care of the operation of the customer s workplace and back office infrastructure and the respective support for and instead of the customer s IT organization, while the customer still keeps full control over his IT across all phases of its lifecycle. Standardized service elements are combined in a modular way to value-added services meeting customer-specific requirements. The individual service elements are perfectly matched and harmonized which enables optimized processes controlled by an ITIL-based IT service management. The shared one-to-many service delivery approach is the basis for economies of scale which can never be achieved by an individual organization. Fujitsu provides customers with End User Services that are fast, reliable, flexible and affordable. These services are consistent across national borders and fulfill different requirements of various user groups and improve their service levels, while customers can concentrate on their core business.fixed and transparent pricing on a monthly base enables customers to move capital expenditures (CAPEX) to operational expenditures (OPEX) and allows reliable budget planning with foreseeable costs as well as to cross charge costs to the originator internally. Furthermore, customers IT departments are able to invest budget and resources in innovations and improvements of business-related services. Additionally the services flexibility allows them to respond to changing business requirements in a very short time and therefore create a sustainable value added to the company. Clearly defined and fully measureable service level agreements result in reliable project planning, reduced risks and faster decision-making. High satisfaction of end users leads to a reduced number of support calls and pays off in the company s success. Why choose Fujitsu to manage your end user computing environment Fujitsu is the world s third-largest IT service provider. Our global reach enables us to deliver Infrastructure Services around the world and is underpinned by one of the largest global IT infrastructures. Global Delivery Centers support our customers 24x7 in more than 41 languages and with a local presence in 70 countries. Fujitsu manages six million IT workplaces worldwide. For many years we have proven our expertise by providing End User Services to well-known enterprises like Electrolux, Air France-KLM and Total, raising their end user productivity and satisfaction. Fujitsu was positioned in the Leader quadrant in Gartner s 2009, 2010, 2011, 2012 Magic Quadrant reports assessing Desktop and Help Desk Outsourcing services in Europe We advocate a modular approach so you have the capacity and flexibility to scale up or down the services you need in response to changing business demands, consumerization and mobility among your workforce. We deliver end user services to all areas of your business your end users, their devices and peripherals. You have the reassurance of ITIL service delivery while Sense and Respond drives a culture of continuous improvement. You can rely on industrialized and cost-competitive, reliable end-to-end services covering the full IT lifecycle and built on decades of experience in running desktop estates all around the world coupled with a commitment to innovation. * Status 09/2012
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SOLUTION WHITE PAPER Benefits of an ITIL Help Desk in the Cloud A New ITIL Solution for Small-to-Medium Businesses Contents Introduction 1 Help Desk Needs in Smaller Environments 1 Power in the Cloud 3