Patja IT services made easy - Fujitsu · the customer environment pain points and for prioritizing...
23
Patja IT services made easy Michael Sørensen Head of Consultancy Laila Nørgaard Sales Director
Transcript of Patja IT services made easy - Fujitsu · the customer environment pain points and for prioritizing...
Patja IT services made easy
Michael Sørensen
Head of Consultancy
Laila Nørgaard
Sales Director
What’s in it for the user?
Modular building blocks to meet customer needs
Copyright 2013 FUJITSU 2
End-user support
User support
Identity and access management
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
Devices
• Device lifecycle
management
• Device management
• Printing management
• Virtual workplace
• IT infrastructure expert
services
• IT security audit and
development
• Trim skills coaching
Optimization
Identity and access management
23 services and 105 service modules
There was an idea 18 years ago
Copyright 2013 FUJITSU 3
Today it is a standardized service model
4
Cost efficiency
Standardized
Euros / user / month,
no hidden costs
Based on shared processes
and resources
Self-service portal and
automated processes
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
Patja Offering in a Nutshell
End-user Services
Capacity & Availability Services
Communication services
End-user Support
Identity and Access Management
Skills Coaching Services
Service categories: 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 20.000 users,
the average is 1000
Cloud-like delivery model with shared processes and resources
(both human and technical)
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 20000 certified
processes
Copyright 2013 FUJITSU
Patja service facts
150 customers
170 000 desktops
14 000 servers
30 000 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
Copyright 2013 FUJITSU 5
Development in the number of Patja workstations
Copyright 2013 FUJITSU 6
0
20000
40000
60000
80000
100000
120000
140000
160000
180000
1999 2001 2003 2005 2007 2009 2011
Economy of scale
Processes, quality,
comprehensiveness
Workstations
2012
Development in the number of Patja servers
Copyright 2013 FUJITSU 7
0
2000
4000
6000
8000
10000
12000
14000
16000
1999 2001 2003 2005 2007 2009 2011 2012
Economy of scale
Processes, quality,
comprehensiveness
Volumes today
Copyright 2013 FUJITSU 8
Service objects Users / Units
Workstations supported 170 000
Support requests (per year) 1 200 000
Servers 14 400
Network devices 7 700
Backed-up data (Gb) 50 000 000
E-mail as a service (SaaS) 215 000
Anti-virus services (WS + mobile) 125 000
Anti-spam 245 000
Mobile Office (& devices) 30 000
Preinstalled devices (per year) 110 000
Shipped devices (per year) 600 000
Patja customers, examples
Copyright 2013 FUJITSU 9
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.”
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.”
2 800 desktops and 100 servers "Patja has brought us flexibility, high quality and an appropriate
ratio of remote and local service.”
3 300 desktops in 150 sites ”Patja has offered strong support to us in our growth and our
efforts to unify our different functions.”
22 000 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.”
7 000 desktops in 26 countries ”We aim to centralize our services to facilitate their
management and improve our cost-efficiency.”
7 500 desktops in 10 countries ”Fujitsu has received recognition for its investments
in the environmental issues, which we appreciate.”
10 000 desktops and 14 000 employees “We will be looking into entire service chains from the user's point
of view."
5 500 desktops and 1 300 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.”
City of
City of
is their choice
Patja customers globally
Copyright 2013 FUJITSU 10
Fujitsu Patja on-site or off-site support
The Patja delivery model
Copyright 2013 FUJITSU 11
On-site support
& maintenance
Service
manager
Sales
Agreement
Business
unit
Core services
Management
Availability
services
Partnerships
Service desk
1st level
2nd-3rd level
Production
coordinator
Operator
services
Infra
specialists
Installation
and logistics
services
End-user IT management
Customer
Market leading end-user services
Copyright 2013 FUJITSU 12
Capacity Services for every need
Copyright 2013 FUJITSU 13
Global Cloud Services
Trusted
Cloud
Local Capacity & Cloud Services
Trusted
Cloud
Trusted
Cloud
Private
Cloud
Managed storage
& backup
capacity
Managed physical
& virtual server
capacity
Continuous services
Managed on-premise, dedicated or shared
Capacity Services
Storage & backup
capacity
(optionally managed)
Virtual server
capacity
(optionally managed)
Management portal
Managed or self-service
Nordic Cloud Platform
Storage & backup
capacity
Virtual server
capacity
Self-service portal
Self-service management
Global Cloud Platform
Scope of services
Limited Comprehensive
€/month/server
€/month/reserved GB
€/day/server
€/day/reserved GB
€/hour/online-server
€/hour/reserved GB
Integrating modern communication services with end-
user environment
• E.g. mobile and multitenant Lync, positioning services
Offering development is focusing on three areas
Copyright 2013 FUJITSU 14
End-user
services
Communication
& collaboration
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
15 Copyright 2012 FUJITSU Commercial in Confidence
This is the easy way to work
16 Copyright 2012 FUJITSU Commercial in Confidence
High performance workplace in the 1960s
17 Copyright 2012 FUJITSU Commercial in Confidence
High performance workplace in the 1980s
18 Copyright 2012 FUJITSU Commercial in Confidence
High performance workplace today!
How is it working?
Copyright 2013 FUJITSU 19
20 Copyright 2012 FUJITSU Commercial in Confidence
Are you interested in Patja?
132 different services
SLA Capacity
User Support
Service management
72 % of incidents are solved in the first call
Cost effectiveness
Continues improvement
Satisfied users
21 Copyright 2012 FUJITSU Commercial in Confidence
Workshop I The customer’s business
The Patja Workshop Structure
Workshop II Service environment
and scope
Workshop III Costs and benefits
Workshop IV Analyses and
service suggestions
Business requirements
Development
Scope
Workshop in practice
Participants Status on current
environment
Service scope
Development projects
Roles and responsibility
The customer’s current
costs
New cost structure
Workshop reports
Analyses
Service solutions
Business case charging
Basis for decision making
Next step
Week 1 Week 2 Week 3 Week 4
22 Copyright 2012 FUJITSU Commercial in Confidence
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
