PowerPoint Presentation

What is The Service Desk of the Future?Dave Ewart/Mike Matthews

COMMERCIAL IN CONFIDENCE Copyright 2014 Fujitsu (FTS) Limitedhttp://www.fujitsu.com/global/about/corporate/info/index.htmlFujitsu at a Glance

Fujitsu is the leading Japanese information and communication technology (ICT) company, offering a full range of technology products, solutions and services.

Approximately 159,000 Fujitsu people support customers in more than 100 countries. We use our experience and the power of ICT to shape the future of society with our customers.

Fujitsu Limited (TSE: 6702) reported consolidated revenues of 4.8 trillion yen (US$40 billion) for the fiscal year ended March 31,2015. Did You Know?Fujitsu is the world's fifth-largest IT services provider and No.1 in Japan.Fujitsu is among the world's top five providers of servers.FORTUNE named Fujitsu as one of 'the World's Most Admired Companies' in 2013.Fujitsu Group holds about 97,000 patents worldwide.Fujitsu is part of the Dow Jones Sustainability Indexes (World), FTSE4Good Index Series, and Oekom research.Newsweek ranks us as the seventeenth most eco-conscious company in the world. (Newsweek's Green Rankings).

#COMMERCIAL IN CONFIDENCEFujitsus Service Desk

GDC Service Desk Capability24*7 Global OperationsOver 29 LanguagesOver 1,700 Service Desk Staff

#COMMERCIAL IN CONFIDENCETodays World

#COMMERCIAL IN CONFIDENCEPerception?

#COMMERCIAL IN CONFIDENCEIndustry commentWith the changing demographic it is expected that by 2020 60% of the workforce will have some level of duty of care to a close family member. Therefore the historical working practice of going to a fixed place of work from 9 5 everyday will not support this changing workforce requirement.

As a responsible business BG must empower its workforce to operate in an agile and flexible way that supports both family and business balanced priorities.

Ian Peters MD of British Gas speaking about responsible business;USER-CENTRIC will increase CUSTOMER SATISFACTION by

Gartner 2017 Global EUS MarketA major market shift in End-User Services market moving from a model based on minimising down-time to a model focused on net-gain, increasing employee confidence in IT provision.

Need to strike the right balance between IT customer satisfaction and higher levels of IT-business engagement, in a cost optimal manner.

Through 2017, IT service support organisations that adopt user-centric, ITSSM next practices will increase customer satisfaction by 25% and business productivity by at least 10%.

John Rivard, Gartner Research DirectorClaims of the death of the IT service desk are greatly exaggerated.

Although the Nexus of Forces present challenges to traditional IT service desks, it also enables opportunities to modernize the business user experience.

The ability to demonstrate value is paramount, and modern IT service support must place more emphasis on proactive business user productivity enablement.

#COMMERCIAL IN CONFIDENCEOur customer

Increasing User ProductivityGenerating User AdvocacyReducing TCO of IT

#COMMERCIAL IN CONFIDENCETodays consumers are always connected

#COMMERCIAL IN CONFIDENCEWherever they are

#COMMERCIAL IN CONFIDENCEUsing anything

#COMMERCIAL IN CONFIDENCEAll the time

#COMMERCIAL IN CONFIDENCEMany are very IT smart

#COMMERCIAL IN CONFIDENCESome arent

#COMMERCIAL IN CONFIDENCESome have better personal IT

#COMMERCIAL IN CONFIDENCESome dont

#COMMERCIAL IN CONFIDENCEWho calls The Desk outside of business

#COMMERCIAL IN CONFIDENCECrowdsourcing

#COMMERCIAL IN CONFIDENCEWhat does it really mean?Many people work at anytimeMany people work from anywhere there is Internet connectivityMany people are choosing the devices to use for business that they preferMost people expect a choice of support optionsNot everyone is GenY or a MillennialThe CxO needs to demonstrate the value of IT to his/her businessCrowdsourcing is often the preferred method for gaining support/informationThis means they need support 24/7Working behind an hotel proxy isnt like being on the LANDevice diversity increases support complexityNot everyone wants to or can use the telephoneDifferent skill levels require different methods of supportWe need to measure business outcomes, not P3 tickets What is Social Support?Service Desk of the Future

#COMMERCIAL IN CONFIDENCEAchieving the perfect balance

Shifting Left

#COMMERCIAL IN CONFIDENCECreating a Value Centre

#COMMERCIAL IN CONFIDENCEBuilding the Service Desk of the Future

Stop thinking about just IT and start thinking what THE USER and THE BUSINESS needs

Provide The Business and Users with a single place to go for all of their business support needs

Build a heartbeat, using information you already hold, into a single view

Orchestrate this heartbeat information so that it can be consumed by the BUSINESS and BUSINESS USERS either reactively or proactively, when required

Provide a compelling User Experience, using familiar formats, minimal clicks or questions and generate high levels of adoption and utilisation via user and peer group advocacy

#COMMERCIAL IN CONFIDENCETomorrows Service Desk needsService Intelligence

Easy to findPersonalisedBetter Any deviceSimpleAnywhere

Anytime

ChoiceContextualConnected

#COMMERCIAL IN CONFIDENCEThe Service Desk of the Future isnt this,,

#COMMERCIAL IN CONFIDENCESummary

Putting End Users at the Heart of the BusinessService Desk of The FutureService Desk will always exist in some form, but it needs to evolve to stay relevantBlend of technology and people

#COMMERCIAL IN CONFIDENCE

SummaryBlendedCOOLSmartConsumerisedINTELLIGENTNot just ITProactivityUBIQUITYRelevanceUses End User DataEncourages UtilisationGenerates AdvocacyPutting End Users at the Heart of the BusinessService Desk of The Future

#COMMERCIAL IN CONFIDENCEQuestions?FUJITSU RESTRICTED - UK & IRELAND EYES ONLY

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