For better end-user satisfaction and productivity: Fujitsu managed workplace
-
Upload
ines-godart -
Category
Technology
-
view
290 -
download
2
description
Transcript of For better end-user satisfaction and productivity: Fujitsu managed workplace
1
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
3 Copyright 2012 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
4 Copyright 2012 FUJITSU
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
5 Copyright 2012 FUJITSU
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
6 Copyright 2012 FUJITSU
Managed Workplace
Challenges
Managed Workplace
Why Fujitsu
7 Copyright 2012 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
8 Copyright 2012 FUJITSU
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
9
Workplace Services Overview
Fujitsu is able to go along the entire lifecycle of a workplace, meaning either traditional, virtual or even mobile workplaces.
Copyright 2012 FUJITSU
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
10
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
Copyright 2012 FUJITSU
11
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
12 Copyright 2012 FUJITSU
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
13 Copyright 2012 FUJITSU
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%
14 Copyright 2012 FUJITSU
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
15 Copyright 2012 FUJITSU
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
16 Copyright 2012 FUJITSU
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
17
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
Copyright 2012 FUJITSU
18
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
Copyright 2012 FUJITSU
19
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)
Copyright 2012 FUJITSU
20
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)
Copyright 2012 FUJITSU
21 Copyright 2012 FUJITSU
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
22
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
Copyright 2012 FUJITSU
23
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
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
Copyright 2012 FUJITSU
24
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
25 Copyright 2012 FUJITSU
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…
26 Copyright 2012 FUJITSU
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
27 Copyright 2012 FUJITSU
Managed Workplace
Challenges
Managed Workplace
Why Fujitsu
28
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.
29
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
Copyright 2012 FUJITSU
30 Copyright 2012 FUJITSU
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
31
32
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
Copyright 2012 FUJITSU
33 Copyright 2012 FUJITSU
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.
34 Copyright 2012 FUJITSU
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
35
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
36
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, …)
Copyright 2012 FUJITSU
Personalisation
Policy & Governance
User Rights Mangement
Application Control
Ressource Entitlement
Optimizing Performance
37
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
Copyright 2012 FUJITSU