the safety hook for it operations: product related services

0 Copyright 2017 FUJITSU

FujitsuForum2017

#FujitsuForum


Please welcome Mr. RAJAT KAKAR


The safety hook for IT operations: Product Related Services

Rajat Kakar

Vice President Product Related Services

Business

Fujitsu


More important than ever to stay online / stay connected

Investment … Protection …

Complexity is increasing

Generation Apps – connected world

is imposing dependencies that we

have never seen before

Competitive world is changing

• Many more smaller companies,

startups

• Lower barrier to entry

• Hardware as a Service, Colocation

services

Priority of the CIO is clearly

orchestrator of services

CEO and CFO Agenda

… follow a clear ROI


IT’s all about staying connected, staying online

Valid for single devices, to Solutions and up to complex IT

Infrastructures

Our protection mechanisms are always adapted to our customers needs


Safeguarding Your IT-Infrastructure

Your safeguardingsolution can be acombination of all

What ? From offerings right “off-the-rack” to “tailor-made to your needs” depending on your requirements

How ?

We as Fujitsu have the right answers to your individual IT needs and service demands

WHY ?

In an increasingly complex world, IT landscapes become more & more complex; however, the need for safeguarding options gets stronger


IT protection is expressed in four dimensions

DurationValid for a single system ….

Reaction-

Time

Service

Location

Availability

… bundles / solutions & integrated systems …

.. for multiple parts of your IT

4h

Onsite Recovery

24 x 7

5 years

FUJITSU Contract


From single product to PRIMEFLEX solutions

PRIMEFLEX solutions are Pre-defined + Pre-Integrated +

Pre-TestedProduct Sales approach

Server Storage Network

Virtualization

Management of Virtualization

Operating System

Solution SupportProduct Support

So

luti

on

sta

ck


Malfunction


PRIMEFLEX Support – Our Protection Concept

PRIMEFLEX Solutions are Pre-defined + Pre-Integrated +

Pre-TestedProduct Sales approach

Server Storage Network

Virtualization

Management of Virtualization

Operating System

Solution SupportProduct Support

So

lutio

n s

tack

Hardware and Software Support on

single product

Standard Support Services

up to 4h Response or Recovery Time

Support Service covers complete solution stack with

SPOC (Single Point Of Contact) service

Solution Support Services

up to 30min remote Response Time

Optional ProActive and System Health Check

services


Customer concerns

Complex Problems and Interdependencies: An infrastructure can create problems after minor changes.

Objective is to find the problem and fix it at the right end.

Real-time Performance:Centrally & globally monitoring of SLAs

(watch dog functionality)

Global IT balance: Status of Customer IT Infrastructure balance and

performance

Changing Infrastructure:Adapting homogenized transparent processes

From Solution to complex IT Infrastructures

CIO radar on IT

Infrastructures

Complex Problems

Real-timePerformance

Changing ICTGlobal ITbalance


Supporting YOUR Global Business

Orchestrating a consistent and global service approach

IT

Infrastructure

Support

Services

Consistent

SLA Reporting

SPOC

Pro

ject M

an

age

men

t » HW-Maintenance

(IMAC, Break/Fix, Logistic)

» SW-Maintenance

(IMAC, Break/Fix)

» Integration Services

» IT-Service & Workflow-Management

(Contract-, Supplier-, Escalation-

Management)

» Spares Inventory Management

» Real-Time Service Management

(SLA-Reporting, Incident Tracking and

Monitoring)


Optimizing YOUR Global Protection

Flexed to suit customer

working patterns

Service covering the ICT

Quality focused engineers

Data driven intelligence

Minimizing failure through

lifecycle management

Maximizing user

experience through

automated support

Operationally

Focused

Intelligently

Driven


Automated

More efficient incident management reduced costs by over 15%*

Predictive

Decreased Service Incidents by prediction of defects based on future failures

Proactive

20%* reduction in call volume through adoption of our support service

13

Informed

Intelligent Engineering – Your Benefits Next Generation Technical Support Services

*) Specific Case Study Figures


A user centric support service

Powered by AI, virtual assistants and cognitive learning

Identifying root causes and proactively preventing problems

Delivering a personalized service

While empowering users to self-serve through a SPOC

Social Command Center – Your Benefits Next Generation Service Desk

46353_Social_Command_Centre_-_SCC_video.mp4

46353_Social_Command_Centre_-_SCC_video.mp4


Summary

We support your business by making IT work –

to enable it solving your challenges.

State of the art

Processes & Tools

Safeguard your IT

Infrastructure with Fujitsu

Standardized Global

Services


Thank YOU

the safety hook for it operations: product related services

Technology