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The safety hook for IT operations: Product Related Services
Rajat Kakar
Vice President Product Related Services
Business
Fujitsu
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More important than ever to stay online / stay connected
Investment … Protection …
Complexity is increasing
Generation Apps – connected world
is imposing dependencies that we
have never seen before
Competitive world is changing
• Many more smaller companies,
startups
• Lower barrier to entry
• Hardware as a Service, Colocation
services
Priority of the CIO is clearly
orchestrator of services
CEO and CFO Agenda
… follow a clear ROI
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IT’s all about staying connected, staying online
Valid for single devices, to Solutions and up to complex IT
Infrastructures
Our protection mechanisms are always adapted to our customers needs
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Safeguarding Your IT-Infrastructure
Your safeguardingsolution can be acombination of all
What ? From offerings right “off-the-rack” to “tailor-made to your needs” depending on your requirements
How ?
We as Fujitsu have the right answers to your individual IT needs and service demands
WHY ?
In an increasingly complex world, IT landscapes become more & more complex; however, the need for safeguarding options gets stronger
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IT protection is expressed in four dimensions
DurationValid for a single system ….
Reaction-
Time
Service
Location
Availability
… bundles / solutions & integrated systems …
.. for multiple parts of your IT
4h
Onsite Recovery
24 x 7
5 years
FUJITSU Contract
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From single product to PRIMEFLEX solutions
PRIMEFLEX solutions are Pre-defined + Pre-Integrated +
Pre-TestedProduct Sales approach
Server Storage Network
Virtualization
Management of Virtualization
Operating System
Solution SupportProduct Support
So
luti
on
sta
ck
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PRIMEFLEX Support – Our Protection Concept
PRIMEFLEX Solutions are Pre-defined + Pre-Integrated +
Pre-TestedProduct Sales approach
Server Storage Network
Virtualization
Management of Virtualization
Operating System
Solution SupportProduct Support
So
lutio
n s
tack
Hardware and Software Support on
single product
Standard Support Services
up to 4h Response or Recovery Time
Support Service covers complete solution stack with
SPOC (Single Point Of Contact) service
Solution Support Services
up to 30min remote Response Time
Optional ProActive and System Health Check
services
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Customer concerns
Complex Problems and Interdependencies: An infrastructure can create problems after minor changes.
Objective is to find the problem and fix it at the right end.
Real-time Performance:Centrally & globally monitoring of SLAs
(watch dog functionality)
Global IT balance: Status of Customer IT Infrastructure balance and
performance
Changing Infrastructure:Adapting homogenized transparent processes
From Solution to complex IT Infrastructures
CIO radar on IT
Infrastructures
Complex Problems
Real-timePerformance
Changing ICTGlobal ITbalance
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Supporting YOUR Global Business
Orchestrating a consistent and global service approach
IT
Infrastructure
Support
Services
Consistent
SLA Reporting
SPOC
Pro
ject M
an
age
men
t » HW-Maintenance
(IMAC, Break/Fix, Logistic)
» SW-Maintenance
(IMAC, Break/Fix)
» Integration Services
» IT-Service & Workflow-Management
(Contract-, Supplier-, Escalation-
Management)
» Spares Inventory Management
» Real-Time Service Management
(SLA-Reporting, Incident Tracking and
Monitoring)
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Optimizing YOUR Global Protection
Flexed to suit customer
working patterns
Service covering the ICT
Quality focused engineers
Data driven intelligence
Minimizing failure through
lifecycle management
Maximizing user
experience through
automated support
Operationally
Focused
Intelligently
Driven
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Automated
More efficient incident management reduced costs by over 15%*
Predictive
Decreased Service Incidents by prediction of defects based on future failures
Proactive
20%* reduction in call volume through adoption of our support service
13
Informed
Intelligent Engineering – Your Benefits Next Generation Technical Support Services
*) Specific Case Study Figures
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A user centric support service
Powered by AI, virtual assistants and cognitive learning
Identifying root causes and proactively preventing problems
Delivering a personalized service
While empowering users to self-serve through a SPOC
Social Command Center – Your Benefits Next Generation Service Desk
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Summary
We support your business by making IT work –
to enable it solving your challenges.
State of the art
Processes & Tools
Safeguard your IT
Infrastructure with Fujitsu
Standardized Global
Services