for better end-user satisfaction and productivity: fujitsu managed workplace

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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

2 Copyright 2012 FUJITSU

Managed Workplace

Challenges

Managed Workplace

Why Fujitsu


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

1 2 3


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


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

Managed Mobile

Managed Workplace DistributedManaged Workplace Virtual

Managed Workplace

No mobility requirement

High performance Little numberof apps

Bring-your-own-devices

Security requirements

Remote access Security

requirements


Managed Workplace

Challenges

Managed Workplace

Why Fujitsu


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

Customer proximity by follow-the-sun and worldwide support availability

Customer expansion supported

Standardization Defined SLAs

Ensure improved availability Enhance performance whilst

reducing risk

High service quality Faster implementation and

reduced costs

21 3

Centralized governance

Faster implementation of changes to support new business needs

Improved agility

4 "Pay-as-you-grow" model

Reduced financial risk Improved planning reliability due

to the shift from CAPEX to OPEX Higher cost transparency

5


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 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

31Stability

Single source for technology, products and services Reduced costs,

optimized Break-Fix1

SPOC eases cooperation & ensures fast problem solving

2

Flexibility and 4Cost-effectiveness

Best-shore approach, i.e. flexible usage of on-/near-/off-shore capacities Meet compliance requirements Optimal cost/value ratio

5

1 only for Fujitsu Hardware

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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

Central initial software packaging & deployment

Operate and support IT workplaces

Manage mobile devices

Service Desk

€ per seat

and month

Procure

Deploy

Manage

Support

Retire

Develop

Consult

http://www.appsense.com/

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GPMOService Desk On-site Support

IMAC/D**** Services VIP Services

Patch Management Driver Management Asset inventory Anti Virus Management

OS deploymentSoftware packaging & deployment

Hardware configurations Software InventorySCL / HCL***

Win7 ImageUser profile definitionSoftware Scripting &

initial packaging

PersonalisationClient CustomizationClient VirtualizationFactory-based

installations

Erase data Recycling

Wokplace Optimization ServiceAD* DesignSecurity

Managed Workplace Lifecycle

* 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



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


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

Source: Project experience (Fujitsu)

20 %

Configuration

Logistic

15 %

20 %30 %

50 %

Project management 20 %

DeskView Loadconventional

Rollout center

Forward to customer

On-site installation

Software loadingPersonalization Conceptual designRollout management

Up to 45 % cost saving potential

-60%

-50%


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.

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


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


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.

PeripheralsThin Clients

Desktops Mobile Phones DisplaysNotebooks

Printers Standard ServicesSoftware

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SW Inventory Supports Customers’ License Management

Monitor and report installed apps

Determine deviations Over- / under-licensed?

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

Legal responsibility Customer (license owner)

UserUserUserUserApp

UserUserUserUserApp

UserUserUserUserApp

Comparison(Over / under licensed)

Order (Pending) licenseLicense

DB

# installedapp instances

SWCenter

Licenses,Contract data

DB

Customer Software Asset Management

FujitsuSoftware Inventory


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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


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Managed Workplace - SW Packaging

Within our software packaging factory any type of software can be packaged and deployed upon customer request.

Customer requestSW delivery

PackagingPackage delivery

to customer

Package preparation Custom scripting Check compliance and

conflict resolution User acceptance test Package documentation

and release

Integration with SW distribution engines

Pilot installation Automated SW rollout

Customer provides SW sources, installation description, licenses

Standard and self-developed apps

SW qualification(estimate effort)


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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.

CertificationsFujitsu Operations

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)


http://itps.fsc.net/g/de/quality/zertifikate/zertifikate.htm

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http://de.wikipedia.org/w/index.php?title=Datei:Logo_der_ISO.svg&filetimestamp=20080918115816

http://images.google.de/imgres?imgurl=http://www.iecee.org/images/logo%20IEC_2007.jpg&imgrefurl=http://www.iecee.org/&usg=__ps2uayzIlDccmOlR5-Qhfc3vlUw=&h=276&w=276&sz=48&hl=de&start=1&tbnid=xky54UgufzdJtM:&tbnh=114&tbnw=114&prev=/images?q=iec&gbv=2&hl=de&sa=G


Malaysia

Costa RicaIndia

Portugal

Poland

RussiaCanada Estonia

NorthernIreland

Philippines

US

Brazil

Australia

China

South Africa

Japan

Thailand

Sweden

UK

Finland

Germany

Singapore

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

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

Service

Scheduling: Faulty priority (SLA) Engineer's specialist knowledge Logistics availability Work instructions

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


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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



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…

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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


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



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

Speed to Answer (Telephony) <= 30 sec

First Time Fix Rate 80%.

SW Packaging 17 BD (medium complexity)

Patch Management 1 BD emergency

Anti-Virus update 1 BD

IMAC-D 2 BD

Remote Resolution Rate <= 4h

Onsite Resolution Rate <= 12h



Pricing Examples

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

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.


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


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, …)


Personalisation

Policy & Governance

User Rights Mangement

Application Control

Ressource Entitlement

Optimizing Performance

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Managed Workplace Virtual Demo Case

Fujitsu

Internet

Management Zone

Customer VLAN Customer LAN

Data Center

Security Gate

XenAppXenDesktopProvisioningNetScalerMonitoring

XenServer

3G Mobile Devices

ManagedStorage

VPN (optional)

ManagedWorkplace Virtual(Hosted Shared

Desktop)

VCC-Showcase

ManagedServer


https://vcc-showcase.ts.fujitsu.com/vpn/index.html