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Service Desk Services: Delivering a consistent and compelling IT service experience
Fujitsu positioned in the "Leader quadrant" in Gartner’s latest Magic Quadrant reports assessing Desktop and Help Desk Outsourcing services in Europe
The 2010 Gartner reports "Magic Quadrant for Desktop Outsourcing, Europe" and "Magic Quadrant for Help Desk Outsourcing, Europe" positions vendors based on their "ability to execute" and their "completeness of vision".
According to Gartner, "Leaders are performing skilfully. They have a clear vision of the market's direction and are developing competencies to maintain their leadership. They shape, rather than follow, the market."
The reports can be read by following these links.
Magic Quadrant for Help Desk Outsourcing, Europe
Magic Quadrant for Desktop Outsourcing, Europe
Fujitsu Service Desks enable the delivery of a consistent, high quality service experience globally to your internal end-users or your organisation’s consumers, while driving out cost.
For many organisations, delivering Service Desk support, providing incident management and meeting user demands effectively is costly and resource intensive. The challenges multiply when operations span multiple countries, time-zones and language requirements.
We believe Service Desks lie at the heart of delivering a compelling service and typically set the end-user perception of the IT organisation or, for consumers, the reputation of the organisation itself. As a result, by outsourcing the provision of IT helpdesk and other Service Desk services to Fujitsu, we’re committed to delivering the highest quality user experience.
We achieve this using Sense and Respond, our implementation of lean in a service environment that focuses on understanding what matters to your business so that our people can continually find better ways to deliver it.
Our agents are empowered not just to fix problems, but to identify the root cause to prevent their reoccurrence:
- Lowering elapsed time of incidents
- Improving first time fix
- Increasing productivity
So you get a service that continuously improves and evolves in line with your organisation’s needs.
A high quality Service Desk experience at low cost:
- Improved user productivity and satisfaction levels
- High performance IT service - ISO/IEC 20000 compliant processes
- Business outcome based approach to service delivery
- Support multiple countries, time-zones and languages
- Deliver continuous improvement in line with business needs
Insights & Opinion
- IT Service Desk
Fujitsu’s IT Service desk management and standardisation of knowledge collection results in quicker and better response times to customer questions and issues
- Secrets of Service Desk Success: Lean Principles, Empowered Agents.
The authors argue empowering service desk agents to identify and fix users' concerns results not only in better service, but also motivates IT service staff and nurtures talent. They advocate the use of lean methodology to bring about a transformation in service desk operation that reaches beyond traditional SLAs and KPIs to deliver true user satisfaction. But to work most effectively, the approach should go hand-in-hand with support, recognition and reward for staff.
Case studies
- STX Europe: IT Management Services
STX Europe have consolidated all of their IT management services with one supplier, Fujitsu. STX Europe decided to outsource the management of its entire IT infrastructure, including 1,400 desktop systems to Fujitsu Services.
“We used to have separate service providers at each of our yards, but we knew that standardising our procedures and supplier management would save us time, effort and costs. We also wanted to outsource our data centre services and equipment, so that we could get rid of a lot of our older and smaller servers, which would have been expensive to replace, and just buy capacity instead.”Renny Salminen - Chief Information Officer, STX Europe
