For better end-user satisfaction and productivity: Fujitsu managed workplace


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Fujitsu Workplace Services Classic is an offering for the efficient and reliable management of distributed (traditional, fully featured) IT workplaces and printing / multifunctional equipment. It covers the entire lifecycle of 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 respectively base-plus-click-price model.

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For better end-user satisfaction and productivity: Fujitsu managed workplace

  1. 1. End User Services Managed Workplace .. for better end user satisfaction and productivity Workplace Management by Fujitsu Managed Workplace Managed Workplace Managed Workplace Distributed 0 Managed Workplace Virtual Managed Mobile Copyright 2012 FUJITSU
  2. 2. Managed Workplace  Challenges  Managed Workplace  Why Fujitsu 1 Copyright 2012 FUJITSU
  3. 3. Your Needs are Important to Us! The most important criteria in operating an IT workplace are cost-effectiveness, stability and flexibility. It‘s these qualities you may expect from a Managed Workplace by Fujitsu. Cost-effectiveness  Low price per user and month  Low total cost of ownership  High productivity 1 Stability 2   Positive user awareness  High service quality  Problems are avoided or solved quickly  Data security  High availability 2 Flexibility 3  IT Systems that support and enable business changes  Innovations that enable new business models  Continuous improvements Copyright 2012 FUJITSU
  4. 4. Client Centric IT Infrastructure Fujitsu masters the complexity of a client centric IT infrastructure. Focussing on the integral, useroriented reflection, optimization potential can be identified completely. Integration of a workplace into the enterprise IT infrastructure Bring your own Device HW-portfolio + certification Anti Virus Management SW-portfolio + certification WEB-Services SW-deployment Applications (SAP..) Consumerization Directory Service Backup Security (PKI) File Service / Storage Certificates Network infrastructure Print-Services Network-Services Intra/Internet, RLA 3 Mail-Services Copyright 2012 FUJITSU
  5. 5. Fujitsu's Approach: User-Oriented Workplace Different jobs and roles require different client infrastructure. Task Worker Knowledge Worker Power User External Worker Mobile Worker  Call center  Fabric worker  Training center  Office worker  Finance & controlling  Public officer       Working student  External consultant  Partner  Account manager  Consultant  Business developer  Little number of apps Managed Workplace Virtual  No mobility requirement Software developer Research engineer CAD designer Investment broker Multimedia assistant  High performance  Bring-your-owndevices  Security requirements  Remote access  Security requirements Managed Workplace Distributed Managed Workplace Managed Mobile 4 Copyright 2012 FUJITSU
  6. 6. Managed Workplace  Challenges  Managed Workplace  Why Fujitsu 5 Copyright 2012 FUJITSU
  7. 7. Managed Workplace Characteristics Fujitsu Managed Workplace is characterized by five essential features, ranging from a global availability to a price-per-seat model. Global coverage 1  Customer proximity by followthe-sun and worldwide support availability  Customer expansion supported Centralized governance 2 Standardization  High service quality  Faster implementation and reduced costs Defined SLAs  Ensure improved availability  Enhance performance whilst reducing risk "Pay-as-you-grow" model 4  Faster implementation of changes to support new business needs  Improved agility 3 5  Reduced financial risk  Improved planning reliability due to the shift from CAPEX to OPEX  Higher cost transparency 6 Copyright 2012 FUJITSU
  8. 8. Five Unique Customer Values The five previously mentioned central features lead - together with our know-how and operation experience – to these five vital values. Strategy and Stability 1 2  Single source for technology, products and services   1 Reduced costs, optimized Break-Fix1 SPOC eases cooperation & ensures fast problem solving 3 Innovation  Trust and reliability we sell what we use we use what we sell  Proven quality, less problems, higher user satisfaction and productivity  Early adoption of newest technology and innovations Flexibility and Cost-effectiveness 4 5  Best-shore approach, i.e. flexible usage of on-/ near-/off-shore capacities   Meet compliance requirements Optimal cost/value ratio only for Fujitsu Hardware 7 Copyright 2012 FUJITSU
  9. 9. Workplace Services Overview Fujitsu is able to go along the entire lifecycle of a workplace, meaning either traditional, virtual or even mobile workplaces.  Workplace Assessment  Coordination of onsite services globally   Procure Develop Manage mobile devices  Manage Consu lt Operate and support IT workplaces  Deploy Retire Central initial software packaging & deployment Service Desk Support 8 Copyright 2012 FUJITSU
  10. 10. Managed Workplace Lifecycle  SCL / HCL***  Win7 Image  User profile definition  Software Scripting & initial packaging  Hardware configurations  Software Inventory  Personalisation  Client Customization  Client Virtualization  Factory-based installations Procure  OS deployment  Software packaging & deployment Develop Lifecycle Management Deploy Consult  Wokplace Optimization Service  AD* Design  Security Retire Manage  Erase data  Recycling * ** *** **** Support Active Directory Global Program Management Office Software/Hardware Configuration Library Install, Move, Change, Delete 9  GPMO  Service Desk  On-site Support  Patch Management  Driver Management  Asset inventory  Anti Virus Management  IMAC/D**** Services  VIP Services Copyright 2012 FUJITSU
  11. 11. OPTIMIZATION Service: Workplace Assessment The Workplace Assessment stands for the entry to any workplace-project and is the key to further advancement. The current state is evaluated and first user categories are developed. The First Step to a Decision:  Conduct a structured assessment    Existing infrastructure (SW and HW) Windows 7 compatibility Ability to virtualize the workplace  Identify saving potentials based on direct cost drivers    Identify cross-version dependencies Analysis of current power consumption Analysis of licenses management  Present recommendations for improvements based on a restructured model of user categories and an optimized IT workplace architecture 10 Copyright 2012 FUJITSU
  12. 12. Assessment Project Plan Workshop (1/2 day onsite) Installation (1/2 day onsite) Measurement (2 – 4 weeks offsite) Draft Report (2 days offsite) Final Report (1/2 day onsite) Clearly define project goals Clarify technical preconditions Tool implementation Configuration of measurement Regularly check measurement Clarify open questions Adjust config. if necessary Define elements of final report Agree on next steps Present report 11 Copyright 2012 FUJITSU
  13. 13. Initial Software Deployment in Perfection Using central software deployment in the factory, significant cost reductions can be achieved in terms of logistics and configuration. Even personalization can be done here. Up to 45 % cost saving potential Rollout center Logistic Configuration Project management Forward to customer On-site installation Software loading Personalization Conceptual design Rollout management 50 % -60% 20 % 30 % -50% 15 % 20 % 20 % conventional DeskView Load Not considered: Other financial benefits, such as no driver qualification, less dead-on-arrival problems, faster delivery, etc Source: Project experience (Fujitsu) 12 Copyright 2012 FUJITSU
  14. 14. Initial Software Deployment in Detail Using the in-factory software deployment, the end user device will be handed over ready-for-use delivered to the desk. Build Management Customization Services On-site Installation  Inventorisation prior to  Customer LAN Client System OS Module HDD Customer Applications Driver Module Customer Module Fujitsu Factory   Distribution Delivered to the desk Operating System    Drivers 13 delivery Fully-automated installation Individualisation according to user profile No on-site specialist required low network bandwitdh sufficient No HW driver evaluation HW- and SW lifecycle decoupled Copyright 2012 FUJITSU
  15. 15. Major Virtual Workplace Delivery Options Internet / Intranet Apps OS Hypervisor Apps OS Data Center Apps OS Apps Terminal Server OS Data Center Data Center Connection Broker Hosted Shared Desktop Internet / Intranet Data Center Hosted Virtual Desktops As lifecycle costs are reduced significantly in most environments, Fujitsu concentrates on terminal server solutions in its standard offering. Standardization & Maturity Flexibility & Costs 14 Copyright 2012 FUJITSU
  16. 16. Self-Service Portal Our Self-Service Portal enables the end user to initiate hardware and software orders. The user interface is self-explaining and well structured. Approval workflow is integrated. Notebooks Thin Clients Desktops Peripherals Mobile Phones Printers Software 15 Displays Standard Services Copyright 2012 FUJITSU
  17. 17. SW Inventory Supports Customers’ License Management  Monitor and report installed apps User User User User App  Determine deviations  User User User User App User User User User App Over- / under-licensed? Fujitsu Software Inventory  Order missing licenses  SW Center collects orders until attractive number reached  Pending license (Legally allowed)  Benefits  Transparency of license usage  Avoid deficiency payment and fines  Avoid unnecessary license orders  Enormous cost reductions Customer Software Asset Management Comparison (Over / under licensed) Licenses, License Contract data DB  Legal responsibility  # installed app instances DB Order (Pending) license SW Center Customer (license owner) 16 Copyright 2012 FUJITSU
  18. 18. Finance Options  Price-per-seat  All-inclusive (HW, OEM SW, Services)  Applications depending on supplier  Change CAPEX to OPEX  Payment per month / quarter / year  No interest risk  Technology Refresh optional  No depreciation with change to new technologies  Sale & Lease Back  Sale of “MW certified” HW to lease provider  From ownership to monthly payment  Remove assets from balance sheet  Trade-in  Remarketing of old or unserviceable hardware 17 Copyright 2012 FUJITSU
  19. 19. Managed Workplace - SW Packaging Within our software packaging factory any type of software can be packaged and deployed upon customer request. Customer request SW delivery    Customer provides SW sources, installation description, licenses Standard and selfdeveloped apps SW qualification (estimate effort) Package delivery to customer Packaging      Package preparation Custom scripting Check compliance and conflict resolution User acceptance test Package documentation and release 18    Integration with SW distribution engines Pilot installation Automated SW rollout Copyright 2012 FUJITSU
  20. 20. Optimal Operation of your IT Environment The entire operation will be provided according to worldwide recognized standard. Approved high efficiency is ensured by market-leading processes. Fujitsu Operations Certifications  Efficient and highly standardized IT-Operations    Software deployment (SCCM) Monitoring (SCOM) Patch-Management  Use of ITIL conform service management based on best practices and DIN ISO / IEC 20000-1 (IT Service Management)  Fujitsu is world’s first IT service provider certified for the most significant international standards    DIN EN ISO 14001 (Environment) DIN ISO / IEC 27001 (IT Security) DIN EN ISO 9001 (Quality management) 19 Copyright 2012 FUJITSU
  21. 21. Global Delivery Capabilities Service around the world – from a service desk over delivery and data centers up to project steering, you receive the entire service first-hand worldwide Canada Northern Ireland US Sweden Fujitsu data centers (representative selection) Finland UK Russia Estonia Germany Poland Fujitsu Global Cloud platform locations China Portugal India Costa Rica Thailand Japan Philippines Malaysia Singapore 3 global delivery centers (remote infrastructure management and applications management) 5 regional delivery centers 5 global multi-lingual service desks Brazil Australia South Africa 20 Potential for “follow the sun” service Copyright 2012 FUJITSU
  22. 22. Global Delivery Capability in Detail The centralized Global Program Management Office (GPMO) manages and steers local on-site services in over 190 countries. GPMO services Global Dashboard Portal  Coordination of on-site services    IMAC, break-fix / maintenance Interfaces to external logistic partners Access to worldwide partner network  SLA Management   Follow-the-sun Global real-time reporting  7x24 operation   Center in Brussels, Belgium Branch office in Bolivia and Singapur 21 Copyright 2012 FUJITSU
  23. 23. Support Desk The support desk is the single-point-of-contact (SPoC) for incidents and service requests in order to optimize service quality and hence customer convenience Customer Fujitsu Support Desk Portal Incident/ Service Request Telephone Email Logistics Spare part supply:  Transport mgt.  Returns mgt.  Warranty handling Dispatching  Hardware swap  System check  Initial operation  Hardware & Operating System  Standard Application Support  Multi-language Agree spare part Field Service On-site call: 1st, 2nd, 3rd Level Scheduling: Agree work order  Faulty priority (SLA)  Engineer's specialist knowledge  Logistics availability  Work instructions 22 Create work order Standard procedures:  Analysis & Diagnostics  Central access to Knowledge Base  Remote troubleshooting  Initiate solution  Enable spare part delivery or Field Service Copyright 2012 FUJITSU
  24. 24. Closing the Lifecycle At the end of the Lifecycle Fujitsu cares for secure erase of date as well as a clean and proper disposal of old devices. Green services  Green In-Life Solutions™ complete the Fujitsu Green Value Chain, from Green Design and Manufacture to Green Recycling.  Product reuse promotes environmental sustainability by leveraging the use of raw materials  Rental of both new and remarketed Fujitsu products      Great performance with competitive pricing for refurbished equipment Risk-free provisioning with short-term rentals of new or refurbished equipment Sales of refurbished and remarketed Fujitsu equipment Buy-backs of unused and surplus equipment of all major brands Trade-in values for older equipment against new Fujitsu systems 23 Copyright 2012 FUJITSU
  25. 25. Mobility Challenges The way we do business is changing fundamentally – this leads to a number of questions which must be answered… How can I implement Tablets and Smartphones into my IT- Strategy? How can I set standardized policies across a heterogenous mobile environment? How can I gain cost transparency and control while turning CAPEX into OPEX? 24 How can I benefit from new mobile technologies without jeopardizing my corporate security? Copyright 2012 FUJITSU
  26. 26. Managed Mobile Service Overview  Global 24/7 Helpdesk  Centralized Cloud Infrastructure  Reduced TCO by transparent price per seat per month  Support for all major manufacturers and OS  Award winning MDM engine  Push Email Support  Security profile enforcement  VPN Intranet access  Data encryption  Lock/Wipe capabilities  Jailbreak detection  Application black-/whitelisting  Self-Service Portal 25 Copyright 2012 FUJITSU
  27. 27. Managed Workplace  Challenges  Managed Workplace  Why Fujitsu 26 Copyright 2012 FUJITSU
  28. 28. Gartner’s View on our Workplace Service Gartner ranks Fujitsu in the leaders‘ quadrant for desktop outsourcing in Europe. Magic Quadrant for Desktop Outsourcing, Europe, Gartner  27 The Magic Quadrant is copyrighted September 2012 by Gartner, Inc. and is reused with permission. The Magic Quadrant is a graphical representation of a marketplace at and for a specific time period. It depicts Gartner’s analysis of how certain vendors measure against criteria for that marketplace, as defined by Gartner. Gartner does not endorse any vendor, product or service depicted in the Magic Quadrant, and does not advise technology users to select only those vendors placed in the “Leaders” quadrant. The Magic Quadrant is intended solely as a research tool, and is not meant to be a specific guide to action. Gartner disclaims all warranties, express or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.
  29. 29. Managed Workplace: Customer Examples  2,300 desktops & 1,350 smart phones  Service Desk 24x7 from Maarssen, NL  2,500 to 3,000 users with 3,000 calls per month   MW for 8,500 seats shared by 12,000 users  Email and 700 business apps, print & file services  24x7 Service Desk Server monitoring from Kazan   7.500 smart phone users  2.000 electronic flight bags for pilots  Support for upcoming BYOD Project 10,000 users  Workstations & Smartphones  Service delivery from Kazan and Lisbon  Service desk with 24x7 support for >30 countries in 14 languages  150,000 desktops and laptops  2,000 sites worldwide, 50 countries  Centralized Service Desk, SPoC, 80,000 calls per month 28  2.500 smart phone users  Push Email for 36.000 users  24x7 Service Desk from Lodz  1.200 Push Email Users  200 Smartphones & Tablets for Medical Staff  Mobile Anti-Virus Protection Services  9,500 users in 30 EMEA countries  Service Desk 24x7, 8 languages, self service  Service delivery from Lisbon, Lodz, Kazan and the GPMO Copyright 2012 FUJITSU
  30. 30. Why Fujitsu Fujitsu … … provides services and consulting across the entire lifecycle … provides products and services from a single source … is certified for all significant standards … has global coverage … manages six million workplaces worldwide (three million in Europe) … We sell what we use, we use what we sell 29 Copyright 2012 FUJITSU
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  32. 32. Managed Workplace Standard Assumptions  Service Levels  Volumes Description Service Level Service Time 5*12, 07:00 a.m. - 07:00 p.m. CET  1 country, 3.000 seats, 45 applications Speed to Answer (Telephony) <= 30 sec  Initial installation/replacement First Time Fix Rate 80%. SW Packaging 17 BD (medium complexity)  2.200 calls, 15 IMAC-D and 15 break/fix per month Patch Management 1 BD emergency Anti-Virus update 1 BD IMAC-D 2 BD Remote Resolution Rate <= 4h Onsite Resolution Rate <= 12h  200 packages per year 31 Copyright 2012 FUJITSU
  33. 33. Pricing Examples Managed Workplace provides ITIL based management of IT workplaces throughout all phases of their lifecycle. Standardization and automation ensure highest service quality and end user productivity, whilst reducing risks and costs. Customer-specific service level agreements can be flexibly adapted to changing requirements on demand. A “price-perseat” model is the basis for billing, enabling absolute cost transparency. Standard Service Scope w/o end user HW Standard Service Scope incl. end user HW Complex multinational Project Reduced Service Scope 3.000 seats, 1 country, Std. SLAs & Volumes, 36 months 3.000 seats, 1 country, Std. SLAs & Volumes, 48 months 3.600 seats, 16 countries, advanced SLAs & increased Volumes, 48 months 3.000 seats, 1 country. Std. SLAs & Volumes, 36 months 1st Level 1st Level 1st Level 1st Level Operation Operation Operation Operation Backoffice Infrastructure Backoffice Infrastructure Backoffice Infrastructure Backoffice Infrastructure Onsite Services Onsite Services Onsite Services Onsite Services Packaging Packaging Packaging Packaging Backup & Restore Backup & Restore Backup & Restore Backup & Restore End user HW End user HW End user HW End user HW 32 Copyright 2012 FUJITSU
  34. 34. Parameters Influencing the Price Different parameters influence the pricing. One can not compare apples to oranges.  Service scope   Geography   Volumes, scales  Distribution of services  Service elements included On-site/off-site locations  Service levels # PCs, # IMACs, # calls / tickets  Complexity  Service time  HW / SW standards, refresh cycle  Resolution time  Supported HW /SW  Max. downtime  First-call resolution  Contract terms    Labor market Penalty clauses Minimum commitments   33 Country-specific prices Consulting rates Copyright 2012 FUJITSU
  35. 35. Fundamental Service Contents Archtectures  Distributed  Virtual  Mobile End-to-End Service Components     Procure Service Desk Hardware On-site Service IT-Management Develop Deploy Retire Manage Consult Support 34 Copyright 2012 FUJITSU
  36. 36. User Environment Management The optional user environment management supports our Managed Workplace solution - any time, any place, anywhere  Separation of workplace environment: from actual hardware to individualization depending on user rights and location  Provisioning of user profile, administration and configuration of user environment (client and software) as well as user roaming data  Usage of a central User Environment Management infrastructure  Available applications, user rights and data data access are changing dependent of device and location (e.g. home office, mobile access, meeting room, …) 35 Personalisation Policy & Governance User Rights Mangement Application Control Ressource Entitlement Optimizing Performance Copyright 2012 FUJITSU
  37. 37. Managed Workplace Virtual Demo Case Data Center Management Zone Fujitsu Managed Storage Managed Server Security Gate Customer VLAN Customer LAN VPN (optional) XenApp XenDesktop Provisioning NetScaler Monitoring Managed Workplace Virtual (Hosted Shared Desktop) Internet 3G Mobile Devices XenServer VCC-Showcase 36 Copyright 2012 FUJITSU