Global Service Delivery: Industrialising Service Management
Drive Business Value with Service & Portfolio Management PS109SN Global Service Delivery: Industrialising Service Management in partnership with CA Carey Blunt Fujitsu
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
agenda Fujitsu s Journey to build Global Service Desk Platforms, Four big areas of learning, Standardization Structure Language Training 4
The Three R s Re-enforcement Reminded Revealed 5
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 500. 6
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
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
CA SDM Instances Finland UK US Germany Poland Russia Portugal Japan Philippines Costa Rica India Malaysia Australia 9
The Technical Solution 10
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
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
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
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
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
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
Q&A
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