WHITE PAPER. Optimized Managed Services for the office environment: MANAGED WORKPLACE

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1 WHITE PAPER Optimized Managed Services for the office environment: MANAGED WORKPLACE

2 An overview of the challenges Recognize courses of action and maximize potential IT landscapes are becoming continually more complex. This change is caused by rapid technological progress in the entire IT sector as well as the growing number of applications and company-specific solutions. The desired effects when IT was introduced (i.e. greater productivity and increased efficiency of IT workplaces) are frequently not evident in the results. New technologies place additional demands on the associated services and specifically on the interdepartmental management of office infrastructures. The following are some of the main challenges for companies: Diversity of technologies and service providers, Flexible service concepts for increasingly mobile users, High security standards on the one hand and adequate flexibility on the other, Increased administration due to the lack of standardized services Reduced quality in asset data. This situation also presents challenges for the cost situation and cost control: A lack of transparency for direct and indirect costs Increased operating costs Uncertainties in IT budget planning In order to meet these challenges, Fujitsu offers a modular range of services for the entire IT workplace. Managed Workplace combines the advantages of superior reliability and efficient device management with low, transparent costs and increased user friendliness. There are many reasons for the lack of efficiency and productivity when implementing information technology. Workplace environments and IT infrastructures often have complex landscapes that are expensive to manage - all originating from the products and technologies of various manufacturers. The lifespan of hardware components is becoming shorter, while the number of software applications in use is constantly expanding. The result is that new hardware and applications must be integrated. This need is even more pressing when takeovers and the integration of new organizations come into play. Under these conditions, IT managers and administrators must establish the correct balance between cost transparency and effectiveness as well as ensure availability and user satisfaction. Such a situation results in an action catalog that must be observed when creating and implementing an office environment strategy: The entire IT should be aligned to the company's core business, generating obvious benefits and competitive advantages. The introduction of process standards in accordance with ITIL (IT Infrastructure Library) and clear IT governance ensure flexibility regarding future requirements and changes. The correct relationship between service levels, quality and hardware configuration results in a cost-efficient complete solution. Automated daily process cycles are aimed at increasing system availability and user satisfaction. These actions can be addressed via two basic methods: by having a consistent service management concept and by using modular and innovative service elements throughout the entire service solution. 2

3 All phases provide levers for reducing costs and increasing efficiency: The first phase, Develop, enforces the standardization process in order to ensure seamless and efficient IT implementation. The subsequent phase, Procure, optimizes the selection and procurement procedure so as to achieve the best possible alignment to user requirements. The Deploy phase pays special attention to establishing uniform processes for the delivery and implementation of new solutions as well as the smooth implementation of changes. The Manage phase concentrates on automated client management, thus guaranteeing the operational integrity, stability and security of all systems The Support phase implements strategies to prevent faults, therefore proactively ensuring IT reliability and error-free operations. During the Retire phase, which handles the potential overhaul and reuse of hardware, processes must be introduced in order to securely delete data and dispose of old units in an environmental-friendly manner. However, the main element is an ITIL-supported service management procedure for modularly structured services, which covers the entire lifecycle of the client systems. The basic role of the service management components is the precise management of interaction between consecutive phases and management of the interfaces for each service element. This procedure generates clear synergies for the entire lifecycle of the unit and is the only way to fully exploit the technical and cost-relevant potential. SERVICE MANAGEMENT Change Management Configuration Mgmt. Asset Management IT Service Desk Problem Management Incident Management Work Order Mgmt. Service Reporting SERVICE DELIVERY 2. Portfolio Management Product Evaluation Build Management 3. Service Request Mgmt. Catalogue Management IT Procurement Financing & Remarketing 4. Customization Services IMAC/D Services Rollout Services 5. Corporate Error Analysis (AIS) System Management Self Healing (AIS) License Management Software Management Patch Management Anti-Virus Management 6. Hardware Maintenance Software Maintenance 7. Disposal & Refurbishment 3

4 Innovations in the Managed Workplace offering from Fujitsu QuickScan The basis for successful setup of the workplace environment QuickScan from Fujitsu is an IT assessment method that helps our customers to compare their office infrastructure to a best practices environment. The methodical procedure ensures that the current situation is recorded correctly and that optimization potential becomes visible. The standardized questionnaire technique and the simple classification, structuring and evaluation of answers result in an efficient consolidated analysis. Results of the IT assessment are based on comprehensible and clearly defined conclusions. One clear advantage of this procedure is that it includes relevant customer groups in its definition of general and specific targets. Using this method also lets us involve our customers in documenting and analyzing the general conditions and restrictions as well as the optimization potential. DeskView Load a cost-effective method for the individual and personalized installation of business clients DeskView Load from Fujitsu is a new, high-performance procedure for the individualization and personalization of desktops and laptops (clients). This innovative installation procedure permits a profilecontrolled adaptation of the operating system, complete personalization of the system and user-related, individual initial software installation. DeskView Load combines the strengths of previous procedures, such as»unattended installation«and»bit image cloning«, permitting maximum individualization with optimized driver integration, at the fastest possible speed. For this reason, Fujitsu Siemens Computers is one of the few IT infrastructure providers that can send fully-configured business machines directly to the end-user workplace without having to use a dedicated roll-out center. Higher degree of maturity for clients with Windows 7 from Microsoft Standardization of clients is viewed as an important part of keeping client administration costs under control; however, higher user satisfaction is also desired. The more standardized the entire client, the less individualization is possible for an end-user. However, since an employee's tasks can change very quickly, so can the respective software requirements. As a result, such individualization is absolutely necessary today. Two objectives client standardization and a high degree of individualization must be both achieved. Management concepts and the technology implemented are the most important prerequisites for raising the degree of maturity. The Windows 7 operating system provides the ideal basis to increase a client s degree of maturity. Managed Workplace from Fujitsu offers a standardized client with a wide range of individualization options based on Windows 7. Auto Immune Systems Immunizing your IT Reduce costs and simultaneously provide the best possible services for real-time operation these are today's seemingly contradictive requirements for remaining competitive. Auto Immune Systems provides an essential strategy to attain these objectives. The new service paradigm revolves around the elimination of faults and self-protection through automation as well as the ability to prevent future problems by learning. The aim is to reduce faults and to accelerate low-cost error elimination. Fujitsu converts knowledge into action; we are constantly rethinking service processes in order to reduce and replace human intervention with a more intelligent implementation of technology. Complex driver qualification by the end customer or partner is therefore no longer required; Fujitsu Siemens Computers ensures that the operating system is equipped with individually-optimized drivers. 4

5 Managed Workplace A building block of our Dynamic Infrastructures Portfolio The service management concept from Fujitsu enables transparent processes The service management concept from Fujitsu is an integrated part of a complete solution for the office environment. The management and control of each service element is displayed as an automated sequence of steps in our web front-end. At the same time, we provide our customers with real-time access to all relevant information be it SLA reports or asset and configuration data. The concept also covers the integration and management of all service partners, including the automatic monitoring of service levels and activation of escalation processes. The Future is Today Workplace as a Service»Workplace-as-a-Service«is Fujitsu s cloud computing offering for IT workplaces. Highly standardized desktops are delivered on demand to end users just like water from the tap. The virtual desktops run hosted on a reliable and always available shared infrastructure in one of Fujitsu s datacenters. This ensures highest levels of data security and availability. Due to short contract terms, customers can adjust their desktop demands up and down, according to their current business demands. Furthermore, users can flexibly access their desktops anytime and anywhere. An attractive»pay-as-you-use«model is the basis for billing. This minimizes capital expenditure and provides full cost transparency. A business which wants to stay flexible and dynamically respond to changing conditions and requirements requires Dynamic Infrastructures. They enable customers to assign system resources dynamically to applications and services as needed. Fujitsu delivers a comprehensive offering which enables our customers to retain their agility and their business advantage: products and services designed for building Dynamic Infrastructures, pre-integrated and proven infrastructure solutions and managed services for efficient operation and infrastructure management where the customer retains the level of control they choose. The objective of Managed Workplace is to meet IT requirements by introducing comprehensive service elements and structured service management. Using modular combinable services, we facilitate client operation and support for their entire service life. Standardized service processes keep costs low and transparent and ensure high availability levels for office infrastructures. 5

6 Products and services from Fujitsu A symbiotic relationship Another tool for long-term cost reductions and increased efficiency in the office sector is the consistent application of»design to Service«hard ware. The appropriate pairing of hardware and services enables a high degree of process automation and the implementation of remote technologies to minimize costly on-site visits. This means improved monitoring and more efficient diagnostics in service processes. In this way, the correct selection of hardware and technologies with integrated intelligence becomes the decisive factor in the successful design of office infrastructure. The integration of Intel s latest innovation optimized for business, the Intel Core 2 processors with vpro technology in selected models of our ESPRIMO Professional PCs as well as Lifebook and Esprimo Mobile notebooks, allows us to push productivity to new levels while reducing costs. Featuring built-in security and manageability, Intel vpro technology is designed to keep downtime to a minimum. Hardware-assisted security provides additional protection that software alone just can t match, guarding against viruses and attacks with programmable defense filters and continuous agent presence checking. If something should go wrong, chances are it won t take a desk-side visit to fix it. Intel vpro technology allows us to remotely monitor, diagnose and repair PCs even if they re shut down or the OS is unresponsive. ManageNow is a Fujitsu solution for IT-Infrastructure Management based on leading IT-Management products. ManageNow simplifies and optimizes the daily operational activities with standardized Management of heterogeneous infrastructures and fully automated management of operating systems, software and assets for servers & clients. Only ManageNow combines the advantages of market leading IT-Management products with best in class methodology, concepts and solution packages. The attractive solution packages contain the ManageNow Software extensions, implementation Services, Maintenance and Support. Build on more than 10 years field experience ManageNow solutions enable a highly automated integration of Enterprise IT-Management with cost reduction up to 65 Prozent. In addition, our products offer a comprehensive portfolio of client security solutions with a clear focus on access protection solutions. Beside mechanical protection and BIOS integrated security features, various technologies, e.g. SmartCard, USB token, fingerprint recognition and Trusted Platform Modules, are applied to optimally support our customers and provide the required level of security. Security software out of the box makes all these technologies easily usable. The combination of hardware and services from Fujitsu is therefore the best choice for customers who opt for the managed services concept. Intel Core 2 processors feature the industry-leading performance our customers need to run today s advanced software even faster. Plus, multiple processing cores in a single package let our customers run multiple essential business applications, so end-users will be able to get more done in less time, like checking or creating a spreadsheet while running a virus scan in the background. In conjunction ManageNow, the technology enables remote diagnosis and error elimination without the costly deployment of service engineers. The distribution of software, installation of new clients, implementation of security guidelines and asset data updates can all be performed on a remote basis, even outside business hours and independent of whether the client machine is actually powered on. This procedure enables both cost-effective implementation of the service processes and a distinct reduction in power consumption. 6

7 Maximizing potential with flexible financing options Conclusion Innovative financing solutions reduce TCO The allocation of IT costs is normally extremely complex, due to large numbers of suppliers, a wide range of different hardware and software and separate service contracts. In conjunction with a price-per-seat financing model, the implementation of a consequent service concept can considerably improve cost transparency, with a fixed monthly peruser fee covering all IT workplace requirements. The basis: the flexible leasing contract The price-per-seat feature is based on a leasing contract that can be completely or partially cancelled after a minimum contract period. Individual IT components can be exchanged or upgraded, the technology always remains up-to-date and the costs transparent. The option: TechRefresh the latest technology for the same rates Our customers can benefit immediately from technological progress, both through consistent service management and by ongoing upgrades in the IT workplace. Outdated IT equipment is replaced at regular intervals, after a careful check for alternatives in the lifecycle development phase all at constant prices. This package protects IT from becoming obsolete or unnecessarily expensive. A wide range of internal and external factors, such as the introduction of new technology, shorter life cycles, plus mergers and acquisitions are all reasons for change in the office environment, This also increases the complexity of IT administration and negates potential efficiency increases and cost reductions. Intelligent services and technologies can help overcome these challenges. Fujitsu s Managed Workplace supplements the entire service life of desktops and laptops from the consulting phase and procurement to the operation and subsequent disposal phases in accordance with environmental standards and the erasure of company-critical data. The modular structure of our offering enables customers to select the tasks that they wish to keep in-house and those where they wish to benefit from the experience, innovations and economies of scale offered by Fujitsu. Helping users reap the benefits and maximize their cost-relevant potential always remains at the center of our solution. The opportunity: Sale & Lease back Change is possible at any time Sale & Lease-back models offer additional flexibility in redesigning the workplace environment. Relatively-new hardware can be sold at a fixed price then leased back using the price-per-seat financing solution, allowing customers to combine the advantages of both models: increased liquidity, balance neutrality and improved evaluation in accordance with Basel II. 7

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