How To Manage A Maintenance Service Desk

Transcription

1 Dynamic Infrastructures Managed Maintenance for medium-sized Customers The standardized stage model for heterogeneous IT infrastructures Three-piece connected Service Elements Service Desk Professional Call Management from one source, 7x24h available and multilingual. Your Single Point of Contact and Response for all Maintenance Service Requests. Every time the right view over maintenance quality and SLA performance. Your structured, automated and standardized Service Reporting for all maintenance Service activities. Compatible database, without redundances as the basis for contract and SLA Management. Your relevat maintenance assets information out of one data source, availible on a push of a button. Contact: Fujitsu Technology Solutions Customer Interaction Center (CIC) Mo. - Fr. 8 am 6 pm Customer Teaser 0/ 5 Phone: cic@ts.fujitsu.com

2 The Service Desk The strategic center for your IT infrastructure Service Desk for heterogeneous IT infrastructures High professionalism Benefit from the options provided by one of the 3 top players in the market Your challenges: Manage a large number of partners who provide maintenance services Increasing interface complexity in particular, regarding operations A lack of transparency about contractual-compliant service delivery Heterogeneous Service Level Agreements Does a Service Desk exist which covers all my questions 24 hours a day? Our facts: 13 Fujitsu Service Desks with 370 support employees 12 Regional Help Desks supported by 6 Help Desk service providers that handle 2.5 million completed calls per year in 28 various languages in 35 countries and 14 time zones But of course. We offer a Service Desk, on request 7 days, 24 hours and multilingual, at a fixed price. 1/ 5 1 / 6

3 More service Innovative service concepts, in module form, can be implemented step-by-step and at a fixed price. Less costs The long search for the cause is greatly reduced, to your advantage. Top quality As there is only one contact person, you always have the correct person on hand. Customer benefits As a Multivendor Service Provider Fujitsu offers its customers a consolidated service interface in order to handle all the maintenance and service inquiries both in a data center and in an office environment. The customer thus has only one communication channel for the service inquiries, be it reporting, status inquiry or notification of completion. Service features Single-point-of-contact and response (SPOC/SPOR) for the customer 7x24 call accepatance / call entitlement / call routing Specific project data entry for the customer and respective service partner Forwarding the ticket to the respective service partner Checking the service/ troubleshooting process If required, escalation of the service / troubleshooting process Auto Immune Systems (AIS) Connect: for simple and secure remote access Conditions A prerequisite for the IT Maintenance Service Desk is information about the currently existing service contracts with manufacturers and service providers. This is provided by the customer using a checklist created by Fujitsu. As soon as Fujitsu knows the relevant service infrastructure and the required service level for the IT Maintenance Service Desk, the project price is determined based on a standard price list. Invoicing is monthly. Changes in volume or in the range of services are always possible during the project period. What does a Service Desk actually cost, let's say 5x9 hours, one langauge and per call? This service is offered by Fujitsu for as little as 7 per call. 2 / 6 2/ 5

4 Transparency about managing the various service providers as leverage for reducing costs and increasing quality High professionalism Benefit from the options provided by one of the 3 top players in the market for heterogeneous IT infrastructures Your requirements: In order to ensure continuous control over Service Level Agreements (SLA) fulfillment, as delivered by various service providers in heterogeneous IT infrastructures, the outsourcing company should focus on adherence to contractual services. This includes management using standardized performance reporting, including regular strengths and weakpoint analyses regarding the products and services from the various manufacturers and service providers. Our facs: Reporting for: 500 Multivendor Maintenance customers 700 various IT system types in the office and data center Over 40 manufacturer-specific service processes from Fujitsu provides you with all the relevant report data needed to continuously check and improve your IT services. How can I get an overview as to whether all my contractually promised services are being provided? 3/ 5 3 / 6

5 More transparency Standardized reports about a heterogeneous IT infrastructure create the required transparency Higher product quality Detect weakpoints by constantly evaluating the error frequency in the IT infrastructure Higher service quality Increase the effectiveness and efficiency of IT services by discovering improvement potential in good time Customer benefits The exact measurement of Service Level Agreements based on defined specifications is essential for controlling and continuously improving IT processes at all times. The prerequisites are thus established to find the levers that reduce costs and increase quantity regarding manufacturers and service providers. What does such standardized performance reporting actually cost, if it is to cover all my requirements? Service features A customer-specific criteria catalog makes it possible to measure the main service elements Weakpoints can be easily identified and efficiently eliminated. The development in service and product quality can be clearly shown. Auto Immune Systems (AIS): a statistical evaluation of events for a defined period within ITIL problem management. Conditions The prerequisite for is information about the existing service contracts with manufacturers and service providers. This is provided by the customer using a checklist created by Fujitsu. As soon as Fujitsu knows the servicerelevant infrastructure and the required contents, the project price is determined based on a standard price list. Invoicing is monthly. Changes in the range of services are always possible during the project period. The entire range of services is provided for as little as 250 per month. 4 / 6 4/ 5

6 The ideal supplement in an heterogeneous infrastructure High professionalism Benefit from the options provided by one of the 3 top players in the market for heterogeneous IT infrastructures Your requirements: ensures the transparent and efficient management of IT equipment. The service groups benefit from such information. The agent during Incident Management can see the user's workplace in the fastest possible time. The time advantage is not only effective regarding device downtimes but also helps the Service Desk to use resources sensibly and to provide top-quality support. Our facts: Desktop management services (users): Servers managed: Network services (switches and routers managed): Storage management services (TB managed): Help desk services (users): Mainframe services (MIPS managed): But of course. We offer Configuration Management that leaves no questions unanswered. Does real-time exist; can my entire infrastructure appear at the press of a button? Source: Forrester research April / 5 5 / 6

7 More service Increases in productivity, flexibility, availability and security can be aligned Fewer costs Having data and data sources only once saves considerable costs Top quality Overview of current assets at the press of a button at any time, immediately available Customer benefits Our standardized and Multivendor provides our customers with an end-to-end service; from data entry as well as the documentation and storage of inventory data up to and including reporting and evaluation. What does Configuration Management actually cost per asset per month, including real-time updates of all inventory data? Service features Tool-supported and highly compatible, easy to adapt Can be exported and processed further in all standard formats (e.g. csv) Flexible modification of all information regarding the IT products Joint contract and billing basis ITIL-compliant basis for CMDB and other ITIL processes Conditions A prerequisite for Configuration Management is information about the relevant service IT products. This is provided by the customer using a checklist created by Fujitsu. As soon as Fujitsu knows the scope of the affected infrastructure and the required service level of, the project price is determined based on a standard price list. Invoicing is monthly. Changes in volume or in the range of services are always possible during the project period. This service is provided by Fujitsu for as little as 0.28 per asset per month, based on a quantity of approx assets. 6 / 6