Global IT Support - Enabling your Business to thrive

0 INTERNAL USE ONLYINTERNAL USE ONLY Copyright 2015 FUJITSU

Human Centric Innovation

in Action

Enabling your business to thrive

Fujitsu Forum 2015


Andy Payne Vice President & Head of Technical Maintenance Services, Global Delivery

Introducing

Andrew Mears Business Development Technical Maintenance Service, Global Delivery

Alex Curias Vice President Global Program Management Office, Global Delivery


The changing world within which we operate…

Proactive

Predictive

Prevention

Higher Expectations

Reliance on Devices

Connectivity

Toolsets


Home Want to order gift online but

site keeps dropping out

Traveling to work Long queue at ticket machine Only half working today

Impact User frustrated Tells friends on social media

Company Brand reputation damage Loss of business

Company productivity Time taken away from customers

Socialising Unable to get a receipt at the

restaurant

Shopping Self Check out card reader not working need to use cash ATM not working so have to go

into the bank

Impact User frustrated Losses confidence in IT

Company IT reputation damage Cost to provide onsite fix

Company business impact Loss of productivity

At the office Laptop running slow Need to log a call


Speed to Market

Business Enablement

Near Invisible Service

Pull Service

End users see….. Business sees…..

Driving alignment to customers business

Personalized Service

Choice & Convenience

Service Optimization

Business Aligned SLAs

Self Help

Real Time MI & Dashboards

Remote Monitoring

Data Capture

Proactive Support

Remote Support

Big Data Analysis

Predictive Support


Speed to Market

Business Enablement


Pull Service







Self Help


Remote Monitoring

Data Capture

Proactive Support

Remote Support

Big Data Analysis

Predictive Support


Sometimes you have to react to a call

Multi Vendor Services

Fujitsu Product Support

Project or Dedicated Resources

Lifecycle Services

180+ Countries Covered

15,000+ Fujitsu

Engineers

1,550 Integrated Partners

Real Time Visual

Reporting 3 Follow the Sun Global

Hubs

Automated Workflows

Global Automated

Systems

Continual Improvement


Global assured service

Customer

Service Partner

Reporting

OSS Request

Field Service

OSS Instructions

Status Feedback

Governance

180 + COUNTRIES

GPMO Partner Web Global Integrated Field Services

Service Desk

Global Program Management Office

GPMO Global Web dashboards


Global assured service

Customer

Service Partner

Reporting

OSS Request

Field Service

OSS Instructions

Status Feedback

Governance

180 + COUNTRIES

GPMO Partner Web Global Integrated Field Services

A day in the life of the GPMO GPMO Dashboard

Service Desk

Global Program Management Office

GPMO Global Web dashboards

http://gpmodashboard.fsc.net/activity/

http://gpmo.gbg.fujitsu.com/dashboard/


The World we live in – How it should be

At Home Online site running fast

‒ Gift ordered

Traveling to Work Remote support in place

‒ All ticket machines available

Socializing: Staff do a user swap

‒ I get my receipt

Shops Demand analysis ensures high

availability over busy periods ‒ No queues today

At the Office Quick fix from IT Zone

‒ No excuse getting my work done

Global IT Support - Enabling your Business to thrive

Services

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