Managed Services

Achieving Business Requirements

In today's fast-moving business environment, most organisations are totally dependent on the availability and performance of their IT infrastructure. Individual expectations of this infrastructure are rising fast, and for companies with increasingly diverse and demanding IT users, delivering a high and consistent level of service to them is a priority. At the same time, focus on cost-control and optimising total cost of ownership makes it increasingly important to squeeze all inefficiencies out of an organisation's IT infrastructure and associated support services.

Although every organisation's business needs and priorities are subtly different, they do still have a lot in common. They want to improve the productivity of their staff ensuring they have the right IT skills, technology and support to enable them to perform their roles effectively.

They want an evolving service that continues to meet the requirements of the business. They want excellent levels of service, for sensible and predictable costs. They have statutory requirements to meet. And they want to be able to focus their key management and staff on core business activities and all this has to be achieved while the rate of change is accelerating.

Flexible service options

Most organisations now recognise that managing a complex IT environment is not their core business and to regain control and be able to support their new business requirements, they need to partner with a specialist IT service provider. However, not all organisations are at the same stage of their IT evolution and have differing requirements for external support. Fujitsu is in a unique position to provide a range of service options to meet the demanding and varied needs of today's organisations, including:

• Full outsourcing - all service elements outsourced and delivered as an overall integrated service solution. This may or may not include the transfer of assets and people from the customer organisation to Fujitsu.
• Partial/selective outsourcing - one or more of the service elements outsourced. There is a wide variety of combinations, which may be added to as the company progresses through its IT service journey. As above, this may or may not include the transfer of assets and people.
• Managed service (MSP) - Fujitsu provides and manages the tools and processes for certain functions such as the service desk, asset and change management. Fujitsu retains ownership of the software and the customer pays for it on a price per agent/seat basis. The customer provides the people to use the tools and processes.

"Peregrine and Fujitsu represent the best of what can be gained when two companies have a shared vision combined with a commitment to make things happen. What Fujitsu has created with our technology in the last 2 years is an incredible achievement." Douglas Powanda, Executive Vice-President of Worldwide Operations, Peregrine Systems

The Service Management Centre

For each individual customer, Fujitsu will establish a Service Management Centre unique to them to manage all operational services delivered to that organisation.

The Service Management Centre will provide:

• A single point of contact for the end user.
• Incident diagnosis and resolution (first and second line).
• Management of change requests.
• Asset/inventory management.
• SLA management and production of management information.
• Service analysis and development.
• Management of service delivery units and third parties.

The Service Management Centre gives Fujitsu a complete picture of how the service is being delivered to each individual customer. This enables the service functions to be balanced to ensure optimum cost for the service levels provided. For example, investment decisions can be made to increase the reliability and resilience of the infrastructure, which will drive down the need for users to contact the service desk, thereby reducing the service desk resource costs. Introducing enterprise monitoring software will enable a more proactive service to be provided, while again driving down the demand placed on the service desk, which in turn requires less resource.

This balancing function is a critical factor in Fujitsu's ability to provide the required level of service to its customers at an affordable price. It is only made possible by the Service Management Centre approach. In addition, each customer has an appointed Service Manager who is responsible for the delivery of service and the satisfaction of the customer. These Service Managers are trained and accredited at our Service Management Academy.

"As a bank, we didn't have a technical helpdesk for customers, and it would have been a major undertaking to develop one. Fujitsu has mobilised its resources to give us instant capabilities." John Lyons, Senior Project Manager, Electronic Delivery, NatWest

Proven Track Record

Today, Fujitsu supports over 2 million PC users and provides outsource services on over 350,000 systems worldwide. Many current customers have trusted Fujitsu for over 10 years, testifying the excellent levels of service provided. Fujitsu Services currently delivers services to most industry verticals including financial services, retail, travel, telecoms, utilities and government. Fujitsu also provides multinational support and services to other outsourcers.

Customers currently include:

• Reuters
• Royal Bank of Scotland
• WH Smith
• Orange Telecommunications
• DTI

"What is dramatically different about this partnership with Fujitsu Services is that it is not just mechanising a process, it is enabling change." Terry McKeown, Assistant Director, Department of Trade & Industry