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

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. 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

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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

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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. 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. 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

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Social Command Center
Demo

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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. 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)

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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

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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. 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

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L’intelligence artificielle révolutionne la
digitalisation de l’environnement de travail
End user analytics
Chatbots
Analyse prédictive
Reconnaissance vocale

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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. 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. 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

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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

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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.