Patja IT services made easy

Transcription

1 Patja IT services made easy Michael Sørensen Head of Consultancy Laila Nørgaard Sales Director

2 What s in it for the user?

3 Modular building blocks to meet customer needs Devices Device lifecycle management Device management Printing management Virtual workplace Communications and collaboration Unified communication Voice services Videoconferencing Capacity Server as a service Storage and backup as a service Managed datacenter Managed network Network as a service Managed application platform User support End-user support Identity and access management Identity and access management Optimization IT infrastructure expert services IT security audit and development Trim skills coaching 23 services and 105 service modules 2

4 There was an idea 18 years ago 3

5 Today it is a standardized service model Patja Offering in a Nutshell The Patja service model: Highly standardized managed IT infrastructure outsourcing model in the Nordic region including end-user services, datacenter services and communication services Fujitsu has overall responsibility for the customer's information and communication technology the availability, information security, processes and up-to-date technology Currently, our customers sizes varies from 200 to users, the average is 1000 Cloud-like delivery model with shared processes and resources (both human and technical) Service categories: End-user Services Capacity & Availability Services Communication services End-user Support Identity and Access Management Skills Coaching Services Patja Offering Value Proposition Superb user experience Brings a solid working environment for end-users. Fujitsu has full responsibility of the IT and telecommunication infrastructure. Includes e.g. end-user training services in order to change old working habits the focus is not in technology Cost efficiency Standardized Euros / user / month, no hidden costs Based on shared processes and resources Self-service portal and automated processes 4 Continuous Improvement Service improvements introduced in Patja versions Methods and tools for evaluating the customer environment pain points and for prioritizing and scheduling development activities ISO/IEC certified processes

6 Patja service facts 150 customers desktops servers mobile devices Our help desk has received the Help Desk of the Year -award four times the latest in 2011 On average, we get a rating of 9.3 out of 10 from our customers in service request satisfaction surveys 72 % of incidents solved on the 1st level 5

7 Development in the number of Patja workstations Economy of scale Processes, quality, comprehensiveness Workstations

8 Development in the number of Patja servers Economy of scale Processes, quality, comprehensiveness

9 Volumes today Service objects Users / Units Workstations supported Support requests (per year) Servers Network devices Backed-up data (Gb) as a service (SaaS) Anti-virus services (WS + mobile) Anti-spam Mobile Office (& devices) Preinstalled devices (per year) Shipped devices (per year)

10 Patja customers, examples City of desktops in 26 countries We aim to centralize our services to facilitate their management and improve our cost-efficiency desktops and 900+ servers We need a service integrator who will take a complete responsibility for the ICT services and service requests in a centralized manner through a single point of contact, which will help the users to solve all their problems desktops and 100 servers "Patja has brought us flexibility, high quality and an appropriate ratio of remote and local service. City of desktops and employees We will be looking into entire service chains from the user's point of view." is their choice 750 desktops and 140 servers The hosting and user support services for the Finnish parliament extend from the Government Palace to Smolna, the House of the Estates and the Prime Minister s official residence. Some 8000 desktops in over 60 sites Patja, for us known as the 4114 service, has served excellently, and our quality metrics show positive figures desktops and servers "Elisa has chosen a partner to whom the outsourced functions are a core business. This way Elisa gains quality services for the company as well as its customers desktops in 10 countries Fujitsu has received recognition for its investments in the environmental issues, which we appreciate desktops in 150 sites Patja has offered strong support to us in our growth and our efforts to unify our different functions. 9

11 Patja customers globally Fujitsu Patja on-site or off-site support 10

12 The Patja delivery model Agreement IT management Customer End-user Business unit Sales Core services Service manager Production coordinator Service desk On-site support & maintenance Installation and logistics services Infra specialists Operator services Availability services 1st level Management 2nd-3rd level Partnerships 11

13 Market leading end-user services 12

14 Capacity Services for every need Local Capacity & Cloud Services Global Cloud Services Private Cloud Trusted Cloud Capacity Services Continuous services Managed on-premise, dedicated or shared Trusted Cloud Nordic Cloud Platform Management portal Managed or self-service Trusted Cloud Global Cloud Platform Self-service portal Self-service management Managed physical & virtual server capacity Managed storage & backup capacity Virtual server Storage & backup capacity capacity (optionally managed) (optionally managed) Virtual server capacity Storage & backup capacity /month/server /month/reserved GB Comprehensive /day/server /day/reserved GB Scope of services /hour/online-server /hour/reserved GB Limited 13

15 Offering development is focusing on three areas End-user services Moving beyond traditional workstation management Hybrid architectures Smart user interfaces for high performance workspaces Datacenter services Cloud approach with Local, Nordic and Global platforms in place Understanding the value of information and protecting that value in all circumstances with disaster tolerant capacity solutions consulting expertise for disaster recovery planning Communication & collaboration Integrating modern communication services with enduser environment E.g. mobile and multitenant Lync, positioning services 14

16 This is the easy way to work Commercial in Confidence 15 Copyright 2012 FUJITSU

17 High performance workplace in the 1960s Commercial in Confidence 16 Copyright 2012 FUJITSU

18 High performance workplace in the 1980s Commercial in Confidence 17 Copyright 2012 FUJITSU

19 High performance workplace today! Commercial in Confidence 18 Copyright 2012 FUJITSU

20 How is it working? 19

21 Are you interested in Patja? Satisfied users SLA Cost effectiveness Capacity User Support 132 different services Service management Continues improvement 72 % of incidents are solved in the first call Commercial in Confidence 20 Copyright 2012 FUJITSU

22 The Patja Workshop Structure Workshop I The customer s business Business requirements Development Scope Workshop in practice Participants Workshop II Service environment and scope Status on current environment Service scope Development projects Roles and responsibility Workshop III Costs and benefits The customer s current costs New cost structure Workshop IV Analyses and service suggestions Workshop reports Analyses Service solutions Business case charging Basis for decision making Next step Week 1 Week 2 Week 3 Week 4 Commercial in Confidence 21 Copyright 2012 FUJITSU

23 Workshop Customer advantages 1. You will get a clear overview of the current IT environment 2. An overview of how the IT supports business requirements 3. Enables identifying development needs 4. Cost calculation available for business case calculation 5. Benchmark data for evaluation 6. Alternative proposal for ITC service management 7. How Fujitsu services can benefit end-users and businesses 8. Identify GAPS between business drivers and current set-up 9. An overview of potential savings and improvements 10.Reference material for optional RFP Commercial in Confidence 22 Copyright 2012 FUJITSU