Managed WorkplaceCombine Cost Effectiveness with End User Satisfaction

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CONTENTS

What is your goal? 3

Where to start - with the architecture or with service processes? 4

How to reach your goal with Fujitsu 7

Managed Workplace offers proven concepts for every IT workplace 8

What is your goal?

Managing stationary and mobile IT workplace systems has always been an enormous challenge for IT departments. One reason for this is the lack of standards. In some cases, for example, two users having identical tasks are working with entirely different hardware, different operating system versions and different applications. And if you consider the fact that various user requirements need to be met in every enterprise, you can quickly understand why routine tasks such as providing new workplace systems, updates and patches are complicated and difficult. How can you keep an eye on so many devices and configurations? How can system failures be corrected quickly in such environments? And how can you protect the entire end user environment from daily risks and force majeure?

IT departments have the job of finding the right answers to these and other key questions. This is usually done by defining the appro-priate IT services required and by contracting with external providers to deliver these services. These partners need to be integrated in existing internal service processes – an additional aspect that makes the operation of end user environments an extremely complex job. Furthermore, smartphones – which are rapidly becoming an important tool in today’s enterprises – are often not even taken into consideration in terms of corporate IT.

Take a look at your end user environment and ask yourself: What is your ultimate goal when it comes to managing your IT workplace systems? Higher service quality and system availability to keep your end users satisfied? At any price? No, of course not. You are facing a challenge that many of your colleagues in other enterprises are also trying to come to terms with: They are also looking for a solution that offers better end user service – at prices that are affordable and predictable, with the option of transforming fixed costs into variable operating costs. The solution should also minimize the recurring in-vestments needed for modernizing stationary and mobile workplace systems, giving you more time and financial freedom to concentrate on innovations and strategic projects.

Just imagine having all of this thanks to IT services for your end users that are fast, reliable and affordable – with consistency across all national borders – and at monthly rates that are transparent and pre-cisely calculated. What’s more, you can also adjust this full range of services flexibly to respond to changing business requirements.

With Managed Workplace from Fujitsu you can achieve this goal. Just tell us where you want to start.

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There is no standard or single starting point for initiating an optimi-zation project. Sometimes it is the need for additional expertise or a lack of personnel for international end user services that are the fac-tors for starting such projects. For many enterprises today the transi-tion to Windows 7 is an issue that requires action because Microsoft plans to discontinue extended support for Windows XP in April 2014. If enterprises continue to use XP, they could soon be facing higher support costs. Based on past experience, those who decide in favor of the transition generally need to spend 15 to 24 months planning and completing the migration to the new operating system. Therefore, now is the right time to precisely analyze the various options available for optimizing your IT workplace infrastructure. The following aspects should be included in the analysis:

■ How can products, processes and service level agreements be consolidated and standardized?

■ What improvements are possible through virtualization?■ How can process automation reduce workloads and contribute to

higher service quality?■ Which service sourcing model is the most economical for you –

internal, external or hybrid?

The potential for optimization in the traditional PC architectureIT workplace systems, both stationary and mobile, are essential tools for end users that greatly impact the productivity of an enterprise. Among the characteristics of these systems are the personalized en-vironment, the separation from other users, performance geared to the specific needs of the user and support for graphics. Or in other words: Every user relies on his own personal system which is set up according to his own individual needs and preferences.

This poses a number of challenges for IT departments in terms of administration, security, availability, compliance and much more. How-ever, one key factor is always the most important: the overall costs. These costs are increasing steadily, whereby an average of 80% can be attributed to the cost of operations alone. By standardizing services and products, as well as automated processes, these operating costs can be reduced considerably – while increasing the service quality for end users at the same time.

Where to start – with the architecture or with service processes?

80% operating costs

20% acquisition costs

On average 80% of the overall costs for IT workplace systems today can be attributed to operations.

Why enterprises are rethinking their PC workplace architecturesHigher security, fewer risks, more flexibility for adaptation and minimizing future investments are factors that are of growing impor-tance in today’s enterprises. However, in traditional PC architectures, the tightly coupled lifecycles of hardware, operating systems, applica-tions and user profiles pose a number of limitations when it comes to optimizing an entire environment. That is the reason why more and more enterprises are now looking for alternative architectures and delivery models.

Today enterprises are using various models of desktop virtualization as an alternative architecture. All of them are based on the concept of a flexible architecture having independent lifecycles for the hardware, operating system and applications. This gives enterprises, end users and IT management a number of important advantages. For example:

When migrating from Windows XP to Windows 7, you can expect that 15% to 25% of the applications will not run on the new platform. Virtualization, however, helps you avoid this problem.

And if you are planning to update your hardware, it makes good sense to rethink your IT strategy. Enterprises that implement desktop virtualization are able to extend the lifecycle of their hardware and do not necessarily have to make large investments in future work-place systems.

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Providing support to users in branch offices is very expensive – espe-cially if these offices are located in foreign countries. But if these workplace systems are operated as virtual desktops in the data center, many of the challenges of end user support can be mastered more effectively and easily.

Data loss and downtime are business-critical events – but their nega-tive impact can be prevented using the high availability and disaster recovery concepts that are easy to implement with desktop virtualiza-tion. What’s more, enterprises can fully meet legal requirements and compliance guidelines with this infrastructure.

The mechanical components of PCs in production environments are quite often the source of failures. With desktop virtualization enter-prises can take advantage of access devices that do not have such mechanical components, and this drastically reduces maintenance and downtimes.

If external personnel require access to your IT infrastructure during project work, you can easily integrate them using desktop virtualiza-tion for the duration of the project and then discontinue their access authorization just as easily once the project is completed.

If new users need to be integrated into an existing infrastructure as the result of a merger or acquisition, this can be accomplished quickly, securely and affordably with desktop virtualization.

Enterprises involved in development using know-how coming from a foreign country can use desktop virtualization to make sure that source code never leaves the data center.

User

Apps

OS

HW

Independent lifecycles

Virtualization separates the lifecycles of workplace components and thus supports extensive optimization by delivering more flexibility.

User

Apps

OS

HW

Tightly coupled lifecycles

In traditional PC architectures the lifecycles of hardware, operating systems, applications and user profiles are tightly coupled.

The key feature: the right model for every type of userYou should take a moment to think about the various types of users working in an enterprise and the different kinds of virtualized infra-structures that can be provided for end user systems. For instance, in the example above, why should the developers work in a virtualized environment rather than in a traditional server-based computing environment? Because in development they are constantly performing tests and therefore need to restart the system several times during the course of a day. That would affect the work of other users who are connected to the same server. The better solution is to give each de-veloper his own virtual desktop, which is completely isolated from all the other end user systems.

The following models can be set up for specific user types:■ Task and Office Worker: The hosted shared desktop (traditional

server-based computing) is a proven solution for office and home office users who only need a few standard applications and want to continue working in their personalized environments. In this scenario the personalized environments are provided by the user profile management.

■ Power User: Users with individual applications and high perfor-mance requirements should have their own PCs or workstations.

■ Mobile Worker: When users are frequently on the move, they need to be able to use their workplace system and applications offline, i.e. without network access. Often notebooks are used as IT workplaces. Smartphones are also devices that are growing in importance.

■ External User: Choosing the right system for these users mainly depends on the specific tasks that need to be done.

Since user diversity is quite high, enterprises need an intelligent combination of innovative technology and very efficient service processes. Only then can the service quality be sustainably improved by optimizing the IT workplace infrastructure, a strategic step that will also minimize risks and lead to maximum savings. To help you achieve this goal, Fujitsu offers the single-source Managed Workplace concept.

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OPEX

With Managed Workplace enterprises can reduce the costs of operating traditional PC architectures by up to 40%. Even more savings are possible with alternative architectures and delivery models.

Savings of up to 40%

How to reach your goal with Fujitsu

Managed Workplace is our offering for the efficient and reliable management of both traditional and virtual IT workplaces. It covers the entire lifecycle: from the definition of workplace standards to sourcing, provisioning, operations, support and ending with disposal when systems reach end of life. All services are coordinated on the basis of ITIL-compliant service management. What‘s more, we also provide comprehensive consulting services to show you which benefits you get from which optimization option, and we make sure that the migration runs smoothly from start to finish.

Managed Workplace represents a holistic approach that can■ drastically reduce the complexity of managing your IT

workplace systems■ provide optimal support for the diverse types of users in

your enterprise■ reduce daily routine workloads, also giving you access to our

know-how pool comprised of technology and service experts at any time

■ reduce overall costs, giving you more transparency and predictable cost figures

■ continually improve your IT workplace infrastructure and service processes

Flexible adjustment to your specific and individual needsDepending on your ultimate objectives, we can support you with regard to specific topics, or we can even act as your trusted partner by assuming responsibility for managing the entire lifecycle of your IT workplace infrastructure. Using our catalog of standardized service elements, we can put together a service concept that perfectly fits your strategy.

In addition you also have a high level of flexibility when designing your infrastructure and service sourcing models. Sourcing can be based on a traditional PC architecture, or you may prefer using virtualization in a private cloud in your own data center, or perhaps our hybrid ap-proach would be the best option for you. No matter which sourcing model you choose: You will have full cost transparency and the man-agement of your IT workplaces will be improved.

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Develop

ServiceMgmt.

Deploy

Manage

Support

Retire

Consult& Migrate

Procure

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The Fujitsu service concept for optimizing the management of traditional PC architectures is based on best-practice solutions that we have developed and used in our own company. We can lower your operating costs by introducing consistent standardization and consolidation along with a high degree of automation. From our experience in numerous projects with international customers we know that savings of up to 40% can be achieved. Furthermore, we can reduce the daily workload faced by your IT personnel while making sure that your end users are more satisfied and more productive.

With our service concept for virtualized IT workplaces we provide you with comprehensive support so that you can exploit the full potential of optimization for your infrastructure. We also offer you a range of services that are precisely harmonized to match operations in your end user environment and data center.

Our integrated service concept for smartphones also covers the entire lifecycle. We support you in reducing high complexity and uncontrolled communication costs, while also making sure that security risks are systematically eliminated. You can also offer your end users defined service levels, which pays off for your enterprise in terms of better employee accessibility, faster reaction to customer demands and much higher productivity.

Lower costs, higher service quality: How is that possible?With Managed Workplace you can achieve your goals, especially when it comes to drastically reducing costs while improving service quality at the same time. Here is how we can help:

High levels of standardization and automationManaged Workplace from Fujitsu reduces the complexity of manag-ing IT workplaces across the board. Hardware, software, processes and tools are all standardized. Automation helps reduce the number of manual tasks in your environment, and that in turn keeps the error rate low and accelerates processes. In our role as your trusted partner we take responsibility for consolidating existing service contracts and offer you global standardized service processes, and we serve as your central contact in all matters related to service – for all of your sites in any country.

Our lean IT approach is based on consistent standardization and starts to take effect when service offers are being developed. This ensures that all of our offers are defined using the same methods, processes and tools. This standardization enables us to specially tailor our concepts to fit the particular requirements of each customer and thus ensure that the quality of our services always remains high, even as we lower your costs. In addition this standardization also supports us in the further development of our services, which ulti-mately benefits our customers in the form of more innovation and increased efficiency.

Managed Workplace offersproven concepts for every IT workplace

Traditional IT Workplaces

Service concept based on best

practices for optimizing service

processes through standardization,

consolidation and automation.

Virtual IT Workplaces

Service concept for operating

alternative PC architectures with

harmonized services in the end

user environment and in the data

center.

Smartphones

Integrated service concept covering

the entire lifecycle that can be

used to offer end users defined

service levels.

Traditional. Alternative. Smart.Managed Workplace offers the right concept for every IT workplace.

Monthly fixed rate for each workplace ensures cost transparency

Optimized and harmonized service and logistics processesIn each phase of your operations we employ standardized and auto-mated processes to exploit your full potential for savings, and we make sure that you benefit from high levels of quality. Services and logistics processes go hand in hand. This is especially true for PC rollouts – we even personalize new PCs at our factory before de-livering them to customers. This kind of optimization enormously accelerates the project and reduces costs by some 45% when compared to typical rollouts.

Active Service ManagementThe Fujitsu corporate philosophy focuses on building long-term relation-ships with customers. Our Active Service Management plays a key role in maintaining these relationships. In a close partnership with the customer, we accept responsibility for achieving continual improve-ments and also provide complete transparency in terms of costs and services. We proactively manage customer environments and, when-ever possible, we do this remotely from our management centers. This is the most cost-effective way of preventing downtimes well in advance, and it systematically reduces the number of failures and on-site service visits so that end user productivity and satisfaction will increase.

Highest quality in service processes – worldwideFujitsu is the world’s third-largest IT service provider and can thus offer customers global performance, ITIL-compliant service processes and cross-border management with central governance. We were also the first IT service provider to earn all of the most significant international certifications: DIN EN ISO 9001 (Quality Management), DIN EN ISO 14001 (Environmental Protection), DIN ISO / IEC 20000-1 (IT Service Management), DIN ISO / IEC 27001 (IT Security).

Vast and in-depth experienceFujitsu manages six million IT workplaces worldwide. For many years now we have been providing well-known enterprises such as Allianz, Electrolux, Air France-KLM and Total with our reliable expertise to improve the cost-effectiveness of managing their IT workplaces and achieve higher levels of end user satisfaction.

The Gartner Group ranks

Fujitsu in its Leaders Quadrant

when it comes to desktop

management and help desk

support throughout Europe.

Status: 07/2010

» As well as reduced costs and service improvements, flexibility was an important driver for us, and we have achieved this with Fujitsu.« Marcus Claesson, CTO and Head of IT Operations, Electrolux

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Multilingual service deskOur Managed Workplace offers you access to a highly efficient network of global service desks that can help you increase the productivity and satisfaction of your end users while reducing service costs considerably.

This is possible based on our Sense & Respond® methodology, which focuses on the incoming calls received by the service desk and determines which of these could have been avoided. Depending on the customer’s environment, these calls can account for a very large share of all incoming calls. We analyze the problems behind these calls and implement sustainable solutions so that future calls can be handled proactively to reduce the overall number of calls coming into the service desk. Such measures contribute to more transparency and can drive the ongoing improvement of the perceived IT quality and the efficiency of the service desk itself. Our five global service desks provide support to our customers according to the „follow the sun“ principle. Every month we process more than one million customer calls in 29 different languages.

• 5 global multilingual Service Desks- - “Follow the Sun” service option• 3 Global Delivery Centers• 5 Regional Delivery Centers• Countries with Fujitsu data centers

Economies of scale that deliver customer benefitsTo ensure that the same levels of quality and efficiency are delivered anywhere and anytime around the globe, we employ tools and pro-cesses that are standardized and consistent worldwide. This is possible thanks to the global Fujitsu network with its ■ 80 data centers in 16 countries■ 5 global service desks for round-the-clock support according to

the “follow the sun” principle■ 40 local service desks in the United States, Africa, Asia/Pacific

and Europe■ Centers for application development and support in Great Britain,

India, Poland and Russia■ 3 global delivery centers for remote infrastructure management

and application management■ 5 regional delivery centersYou also benefit from economies of scale that most customers could never achieve acting alone.

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Managed Workplace – 360° optimization for IT workplaces. We have the right responses to all of the challenges you face when it comes to IT workplace management. For example:

FOR REDUCIng COMPlExITy

Handling sourcing requests from end users

Optimized rollouts

Schiphol Group

Fujitsu manages all 2,300 desktops of Schiphol group, an owner and operator of airports, at the Schiphol location in Amsterdam and provides professional help desk support via a single point of contact from Fujitsu’s International Service Desk in Maarssen. The responsibility for provision, configuration, implementation as well as ongoing maintenance and support of desktops, laptops and PDAs is assumed by Fujitsu.

Valio

Fujitsu supports Valio, the biggest dairy business in Finland, through the day-to-day operational management of over 2,300 desktops and 350 servers, located in Valio’s data centers. From its expert center, Fujitsu’s remote management service monitors system availability and performance around the clock in order to ensure the smooth and optimized operation of Valio’s IT systems. Fujitsu also runs a central IT helpdesk service, which provides 24 x 7 support for all of Valio’s end users and deals with over 2,000 requests each month.

IT workplace security

Recovery and restoration after errors or failures

Fulfilling compliance requirements

Disposal and recycling of obsolete IT workplace systems

Reporting for service level agreements

Asset management

Specialized know-how

FOR DIvERSE TyPES OF EnD USERS

Optimized hardware configurations

networking for home office workers and subsidiaries

Flexible access to applications

Security risks posed by external users

Integration of new users after mergers or acquisitions

User-centric IT workplace optimization

FOR REDUCIng COSTS

Cost transparency

Transforming fixed costs into variable operating costs

Fewer investments

Reducing energy consumption

Avoiding on-site services

FOR REDUCIng STRESS AnD WORRy

Higher service desk availability

Managing the high volume of service desk queries

Consistent service delivery worldwide

Fast responses to new demands

FOR COnTInUAl IMPROvEMEnT

Hardware refresh

Optimization of service processes

Management of end user satisfaction

Electrolux

Fujitsu handles managed services for Electrolux that cover notebooks and desk-tops for 10,000 end users at more than 120 sites. The services are provided from global service centers in Kazan and Lisbon. The service desk offers 24 x 7 support in 14 languages for more than 30 countries.

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