1 Workplace Management by Fujitsu .. for better end user satisfaction and productivity Copyright 2012 FUJITSU End User Services Managed Workplace Managed Workplace Distributed Managed Workplace Managed Workplace Virtual Managed Mobile Managed Workplace
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For better end-user satisfaction and productivity: Fujitsu managed workplace
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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Workplace Management by Fujitsu.. for better end user satisfaction and productivity
Copyright 2012 FUJITSU
End User Services
Managed Workplace
ManagedWorkplaceDistributed
Managed Workplace
ManagedWorkplace
Virtual
ManagedMobile
Managed Workplace
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Managed Workplace
Challenges
Managed Workplace
Why Fujitsu
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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
Stability
Positive user awareness High service quality Problems are avoided
or solved quickly Data security High availability
Flexibility
IT Systems that support and enable business changes
Innovations that enable new business models
Continuous improvements
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Client Centric IT Infrastructure
Fujitsu masters the complexity of a client centric IT infrastructure. Focussing on the integral, user-oriented reflection, optimization potential can be identified completely.
Network infrastructure
Network-Services Intra/Internet, RLA
WEB-Services
SW-portfolio + certificationAnti Virus Management
Directory Service
HW-portfolio + certification
SW-deployment
Applications (SAP..)
Mail-Services
Security (PKI)
Print-Services
Backup
File Service / Storage
Certificates
Bring your own Device
Consumerization
Integration of a workplace into the enterprise IT infrastructure
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Different jobs and roles require different client infrastructure.
Fujitsu's Approach: User-Oriented Workplace
Knowledge Worker Office worker Finance & controlling Public officer
Power User Software developer Research engineer CAD designer Investment broker Multimedia assistant
Task Worker Call center Fabric worker Training center
External Worker Working student External consultant Partner
Mobile Worker Account manager Consultant Business developer
* Active Directory** Global Program Management Office*** Software/Hardware Configuration Library**** Install, Move, Change, Delete
Procure
Deploy
Manage
Support
Retire
Develop
Consult
Lifecycle Management
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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
Copyright 2012 FUJITSU
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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
Adjust config.if necessary
Clarify open questions
Define elementsof final report
Present reportAgree on
next steps
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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.
Not considered: Other financial benefits, such as no driver qualification, less dead-on-arrival problems, faster delivery, etc
Using the in-factory software deployment, the end user device will be handed over ready-for-use delivered to the desk.
BuildManagement
OSModule
Driver Module
Customer Module
On-site Installation
Customer LAN
Deliveredto the desk
CustomizationServices
Client System
HDDCustomer Applications
OperatingSystem
Drivers
FujitsuFactory
Distri-bution
Inventorisation prior to 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
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Major Virtual Workplace Delivery Options
As lifecycle costs are reduced significantly in most environments, Fujitsu concentrates on terminal server solutions in its standard offering.
Ho
sted
Vir
tual
Des
kto
ps H
osted
Sh
ared D
esktop
OS
Terminal Server
Apps
Da
ta C
en
ter D
ata
Ce
nte
r
Internet / Intranet
Hypervisor
OSApps
OSApps
OSApps
Internet / Intranet
Connection Broker
Da
ta C
en
ter D
ata
Ce
nte
r
Standardization & MaturityFlexibility & Costs
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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.
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)
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
Fujitsu data centers (representative selection)
Fujitsu Global Cloud platform locations
3 global delivery centers (remote infrastructure management and applications management)
5 regional delivery centers
5 global multi-lingual service desks
Potential for “follow the sun” service
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Global Delivery Capability in Detail
The centralized Global Program Management Office (GPMO) manages and steers local on-site services in over 190 countries.
Global Dashboard PortalGPMO services
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
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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
Telephone
Email
PortalIncident/Service Request
1st, 2nd, 3rd Level Hardware & Operating System Standard Application Support Multi-language
Standard procedures: Analysis & Diagnostics Central access to Knowledge Base Remote troubleshooting Initiate solution Enable spare part delivery or Field
Spare part supply: Transport mgt. Returns mgt. Warranty handling
On-site call: Hardware swap System check Initial operation
Fujitsu Support DeskCustomer
Logistics
Create work order
Field ServiceAgreeworkorder
Agreespare part
Dispatching
Copyright 2012 FUJITSU
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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
Copyright 2012 FUJITSU
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How can I benefit from new mobile technologies without jeopardizing my corporate security?
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?
Mobility Challenges
The way we do business is changing fundamentally – this leads to a number of questions which must be answered…
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
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Managed Workplace
Challenges
Managed Workplace
Why Fujitsu
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Gartner ranks Fujitsu in the leaders‘ quadrant for desktop outsourcing in Europe.
Gartner’s View on our Workplace Service
Magic Quadrant for Desktop Outsourcing, Europe, Gartner
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.
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Managed Workplace: Customer Examples
9,500 users in 30 EMEA countries
Service Desk 24x7, 8 languages, self service
Service delivery from Lisbon, Lodz, Kazan and the GPMO
MW for 8,500 seats shared by 12,000 users
Email and 700 business apps, print & file services
24x7 Service Desk
150,000 desktops and laptops
2,000 sites worldwide, 50 countries
Centralized Service Desk, SPoC,80,000 calls per month
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
Server monitoring from Kazan
10,000 users
Workstations & Smartphones
Service delivery from Kazan and Lisbon
Service desk with24x7 support for >30 countries in 14 languages
2.500 smart phone users
Push Email for 36.000 users
24x7 Service Desk from Lodz
7.500 smart phone users
2.000 electronic flight bags for pilots
Support for upcoming BYOD Project
1.200 Push Email Users
200 Smartphones & Tablets for Medical Staff
Mobile Anti-Virus Protection Services
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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
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Managed Workplace Standard Assumptions
Service Levels Volumes 1 country, 3.000 seats, 45
applications
Initial installation/replacement
2.200 calls, 15 IMAC-D and 15 break/fix per month
200 packages per year
Description Service Level Service Time 5*12, 07:00 a.m. - 07:00 p.m. CET
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-per-seat” model is the basis for billing, enabling absolute cost transparency.
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Parameters Influencing the Price
Service scope Service elements included
Volumes, scales # PCs, # IMACs, # calls / tickets
Complexity HW / SW standards, refresh cycle
Supported HW /SW
Contract terms Penalty clauses
Minimum commitments
Geography Distribution of services
On-site/off-site locations
Service levels Service time
Resolution time
Max. downtime
First-call resolution
Labor market Country-specific prices
Consulting rates
Different parameters influence the pricing. One can not compare apples to oranges.
3,99€per kg
1,99€per kg
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Fundamental Service Contents
Archtectures
Distributed Virtual Mobile
Copyright 2012 FUJITSU
End-to-End Service Components
Service Desk Hardware On-site Service IT-Management
Procure
Deploy
Manage
Support
Retire
Develop
Consult
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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, …)