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Fujitsu World Tour 2017 Paris - Digital Workplace Services : vers la fin du service desk

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Frédéric Claret, Head of Presales, Fujitsu France
Stéfane Py, Sales Executive, Fujitsu France
Démonstration de Social Command Center, avec Alon De Lieme, Service Delivery Manager et SCC Product Manager, Fujitsu France

Published in: Technology
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Fujitsu World Tour 2017 Paris - Digital Workplace Services : vers la fin du service desk

  1. 1. 0 Copyright 2017 FUJITSU Digital Workplace Services : La fin du service desk ? Frdéric Claret Head of Presales, Fujitsu France Stéfane Py Sals Executive, Fujitsu France Alon De Lieme SSC Product Manager, Fujitsu France #FujitsuWorldTour
  2. 2. 1 Copyright 2017 FUJITSU L’hyperconnectivité change nos habitudes personnelles et professionnelles - Property consolidation - -Serviceavailability- -Speedtomarket- - Legacy modernization - - Digitization - - Generational fusion - - Business value - Commodity IT Secure Wearables Augmented Reality IOTBig Data Always-on Social Interaction Artificial Intelligence There’s an app for that Mobility GenerationY Biometric s Cloud Connected -Consumerization- - Corporate Social Responsibility - - Business Value - -Drivingcustomergrowth- Analytics - Hyperconnectivity - The workplace of 2020: changing the way we live and work
  3. 3. 2 Copyright 2017 FUJITSU2 Des divergences qui créent un nouveau paradigme Optimisation des coûts IT, levier business Mobilité et travail collaboratif Sécurité Expérience personnalisée Amélioration continue/ innovation GenY vs « novices du digital » Qualité de services pro/perso Modèle « As a service » Autonomie Focus cœur de métier Multi-canal Entreprise Collaborateurs D’où la nécessité de développer un environnement intelligent centré sur l’humain, dans lequel les collaborateurs libèrent tout leur potentiel dans un cadre souple, simple et personnalisé
  4. 4. 3 Copyright 2017 FUJITSU Stratégie de Fujitsu et roadmap Consumer interface, Contextual and Personalized Support, Multigenerational and Omni channel access, Self help, Virtual Agent,…. ITSM improvement, Onboarding process, Automated delivery and resolution of common requests/incidents, Alert interception, Alert correlation, Auto-ticketing, auto-handling and auto-closure,… Prediction of device failure, Self-healing, Intelligent and Dynamic resource scheduling, Automated device lifecycle analysis (to establish benefits of refresh), Preventative remediation Enhance Employee experience Automate Back office operation Implement Intelligent Engineering
  5. 5. 4 Copyright 2017 FUJITSU Next Generation Service Desk: Fujitsu Social Command Center Know who I am Consider my role Consider my Skillset Know my environment Know my device(s) Available from Mobile, tablet and PC based devices Support ME
  6. 6. 5 Copyright 2017 FUJITSU Social Command Center, your virtual PA in your pocket ! Point de contact unique via une interface personnalisée et contextualisée grâce à l’AI Agents virtuels et « cognitive learning » Identification des sources de dysfonctionnement et gestion préventive des incidents
  7. 7. 6 Copyright 2017 FUJITSU Social Command Center Demo
  8. 8. 7 Copyright 2017 FUJITSU Connect IT Bar, New Desk-side Support Models • Un espace dédié au support sans prise de rendez-vous • Demandes et incidents traités instantanément à travers un service “while you wait” • “Premier arrivé, premier servi” Support Premium « face to face » Stratégie d’amélioration de service Meilleur taux de « 1ère résolution » Satisfaction employé Meilleure productivité des employés Support physique Formation sur les incidents fréquents Cohérence des services IT Rétention des équipes Modules combinés ou individuels Pourquoi déployer un Connect IT Bar ? 99.5% des utilisateurs qualifient le service de bon ou excellent 28% d’utilisateurs préfèrent le service Connect IT Bar à l’appel téléphonique 86% des demandes ont été traitées par le Connect IT Bar
  9. 9. 8 Copyright 2017 FUJITSU Quelques exemples 72% d’adoption utilisateurs pour les tickets créés via le Social Command Center (1 100 employés - 1500 tickets/mois) 51% de tickets automatisés (10 000 employés – 3 500 tickets/mois) 35% de self help Réduction de contacts online via self help (5 000 employés – 2 500 tickets/mois) 250 000€ d’économies annuelles réalisées grâce à l’automatisation et au self help (11 000 employés – 3 200 tickets/mois)
  10. 10. 9 Copyright 2017 FUJITSU Automation Touch Points – Service Desk Customer ITSM Catalog CMDB Reporting Portal / Presentation Analytics Change Release Mgmt. Version Control Service Requests Other Services Pre-approved Change Call E-mail Traditional Requests Intelligent Automation Role specific Dashboards Event Correlation Manager of Managers Layer 2 Social Command Center Event Management Automation Manager of Managers Layer 1 Fujitsu Cloud Platforms 3rd Party Cloud Platforms e.g. AWS, Azure, etc. Traditional IT Data Center Management Provisioning Tools Provisioning Automated Provisioning Adaptors Managed Provisioning Automation PointKey
  11. 11. 10 Copyright 2017 FUJITSU Exemples d’Automatisation  Fujitsu – various accounts with ~30% reduction in infrastructure provisioning times  Mastercard achieved 80% automation using IPSoft IPCenter over a 3 year period  UK Investment Bank - 90% fewer deployment errors and inconsistencies after implementing Automic  Nordea - Full stack provisioning of new service was reduced from 3 weeks to under 5 minutes through using Automic ASO  BT – 98% of faults automatically resolved using Cortex  Fujitsu - Pilot deployment within UK Govt of the virtual assistant (Creative Virtual) resulted in 23% of contacts being resolved automatically  Amadeus estimated 44,000 incidents per month achieved 75% automation of Incidents and 50% automation of changes using ResolveIT  Fujitsu Nordics deployment, ~15% of all service desk contacts managed through Fujitsu Fast Enterprise Portal monthly  FastPass – 90% adoption and utilisation measurably demonstrated on several accounts  Fujitsu – Two leading retailers using Analytics for better predictive maintenance  Southern Water – Analytics aids automated pump handling in water treatment facility reducing site visits  Fujitsu – Connected Van provides dynamic asset management, promotes health & safety  Dell – Provides preventive analytical services for oil company to automate drill based services  Fujitsu – Augmented Reality aids self-help and effective field services  Thompson Reuters - 100% of patch management headcount redeployed using Cortex  Fujitsu – At Centrica, automation and geo-sensing used to advise time of arrival, identity of engineer, safe word protocol  Leading Retailer - 75% fewer FTE’s required to manage release process for a key application  Two large investment banks – automated Joiner/Mover/Leaver process and software lifecycle management  Large UK Telco - 3 NOCs closed and 90% of staff redeployed  Fujitsu – enables low latency connectivity across leading cloud providers Social Command CentreHybrid IT Transformation Intelligent Engineering Digital Workplace Hyper-connected Networks and Combined Data Sources
  12. 12. 11 Copyright 2017 FUJITSU Intelligence Artificielle : Fujitsu investit 50M€ en France Ouverture d’un Centre d’Excellence avec l’École Polytechnique sur le plateau de Paris-Saclay Lancement d’un Plan de recherche conjointement avec l’Inria Prises de participations dans des Start-ups Françaises
  13. 13. 12 Copyright 2017 FUJITSU L’intelligence artificielle révolutionne la digitalisation de l’environnement de travail End user analytics Chatbots Analyse prédictive Reconnaissance vocale
  14. 14. 13 Copyright 2017 FUJITSU Un exemple de roadmap ambitieuse et maîtrisée • Users are notified of potential risks • Further automation and self service options Traditional SD Automation & Self Service Active Monitoring & Analytics Service Desk Reactive InvisibleProactive Predictive Responding to events that have happened Actively looking for risks and root cause through analysis Identifying potential problems from past performance analysis Unconscious • User triggers action to fix problems • SD instructs on the solution Manual processes • User finds or triggers solutions themselves • Some automated processes “Grrr. I need this problem fixed.” “Thanks for helping me.” “What problem?” • AI or users trigger action • Users don’t need to fix problems themselves Artificial Intelligence Resolver Groups Service Desk Automated processes Resolver Groups Manual processes Automated processesResolver Groups Manual processes Self Service Portal Self Portal Virtual Agent Service Desk Service Desk Automated processes Resolver Groups AI – Virtual Assistant Transformation initiale (2017) Amélioration Continue (2018/2019) Cible (2020/2021) Transition (2016/2017)
  15. 15. 14 Copyright 2017 FUJITSU Réussir la mise en place de votre environnement de travail digital avec Fujitsu Digital Workplace Services, véritable focus stratégique de Fujitsu au niveau mondial Fujitsu, reconnu leader « end users outsourcing » par Gartner, 3 années consécutives Du personnel Fujitsu au sein des Strategic Global Delivery Centers Excellent niveau de langues des équipes des Global Delivery Centers Partenariats stratégiques et industriels avec les leaders technologiques Culture japonaise centrée sur le client et sur la relation long terme Un investissement continu dans la R&D grâce à 2Mds$ investis annuellement (incl. AI et biométrie) Un modèle de support end-to- end avec une prise de responsabilités continue
  16. 16. 15 Copyright 2017 FUJITSU Les implications pour vos futurs appel d’offres KPI’s and SLA’s : seul ce qui se mesure s’améliore Objectif : améliorer la qualité et l'efficacité économique du service rendu • Qualité perçue par l'utilisateur et mesurée • L’amélioration dans le temps du taux de « self-care » • Le taux de résolution en "first time" Co-Creation : Réduire les coûts tout en apportant de la valeur aux métiers de l’entreprise Valorisation basée sur l’Utilisateur : Un système simple et robuste avec un prix par Utilisateur = son Profil x son SLA x ses canaux de communication Le partage des gains : Une fois atteints les objectifs du contrat, mise en oeuvre d’un dispositif de partage des baisses de coûts Un budget dédié à l’innovation : Pour éviter l’obsolescence en fin de contrat: • la sanctuarisation d’un budget co-financé par les parties • une gouvernance spécifique de projets d’innovation à l’initiative de Fujitsu, acceptés par le client • la clarté et la transparence du budget correspondant L’incitation à l’amélioration de la qualité : Un système de bonus / malus basé sur la satisfaction des Utilisateurs & la réalité des améliorations de qualité de service
  17. 17. 16 Copyright 2017 FUJITSU
  18. 18. 17 Copyright 2017 FUJITSU End User Analytics – Use cases Provides assessment of the current desktop estate identifying assets and applications End User Analytics Desktop Estate Analytics Application Analytics • Discovery & Transformation • Operations and Support Workspace assessment showing the applications in use, the users and devices on which they are executed User experience metrics, inventory data, key performance metric, software stability and resource consumption. Identify user experience improvements, areas of potential savings and better inventory and resource utilization • Discovery & Desktop Transformation e.g. Windows 10, VCS Deployment • Operations and Support Identification of installed but unused applications Application rationalization and what to do when considering future desktop services strategy Device to be replaced, assessment of target desktop e.g. thick desktop, server based desktop Optimization of use of network services User experience & Performance Monitoring • Improved user experience, SLA compliance Monitor and report on KPIs relating to user experience e.g. login times, application launch times Identification of causes of poor user experience and recommendations for alleviating bottlenecks Identification of problem apps that need remediation Use case Relevant activities Description Insights
  19. 19. 18 Copyright 2017 FUJITSU Success Stories Typical customers using End User Analytics have benefitted from 18% reduction in IT service desk tickets and 40% reduction in time to resolve open IT tickets A UK based supermarket which had 1,542 applications installed across their estate. Our analysis identified only 322 applications were actually used. Furthermore we identified 93% of the user estate used only 24 applications. Armed with this compelling insight, our client prioritized the transformation of those 24 applications and planned their desktop transformation accordingly An Australian Freight Logistics company, with over 4500 employees, use End User Analytics 24/7 to provide trended and real time information on user experience across the estate and associated troubleshooting technology to speed up problem resolution. The Financial Services Division of a large retail chain completed an application estate review as part of their desktop modernization and hardware refresh program. Using this data Fujitsu made recommendations to rationalize the thousands of discovered applications down to a few hundred.

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