Diese Präsentation wurde erfolgreich gemeldet.
Wir verwenden Ihre LinkedIn Profilangaben und Informationen zu Ihren Aktivitäten, um Anzeigen zu personalisieren und Ihnen relevantere Inhalte anzuzeigen. Sie können Ihre Anzeigeneinstellungen jederzeit ändern.

Global IT Support - Enabling your Business to thrive

604 Aufrufe

Veröffentlicht am

Fujitsu helps you transform support from reactive through to a predictive based proactive services aligned to your business outcomes. Jointly working on improving your customer experience while enabling your people to focus on their core business activities.

Speaker:
Andrew Payne
ALex Curias
Andrew Means

Veröffentlicht in: Serviceleistungen
  • Als Erste(r) kommentieren

Global IT Support - Enabling your Business to thrive

  1. 1. 0INTERNAL USE ONLYINTERNAL USE ONLY Copyright 2015 FUJITSU Human Centric Innovation in Action Enabling your business to thrive Fujitsu Forum 2015
  2. 2. 1INTERNAL USE ONLYINTERNAL USE ONLY Copyright 2015 FUJITSU 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
  3. 3. 2INTERNAL USE ONLYINTERNAL USE ONLY Copyright 2015 FUJITSU The changing world within which we operate… Proactive Predictive Prevention Higher Expectations Reliance on Devices Connectivity Toolsets
  4. 4. 3INTERNAL USE ONLYINTERNAL USE ONLY Copyright 2015 FUJITSU 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
  5. 5. 4INTERNAL USE ONLYINTERNAL USE ONLY Copyright 2015 FUJITSU 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
  6. 6. 5INTERNAL USE ONLYINTERNAL USE ONLY Copyright 2015 FUJITSU 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
  7. 7. 6INTERNAL USE ONLYINTERNAL USE ONLY Copyright 2015 FUJITSU 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
  8. 8. 7INTERNAL USE ONLYINTERNAL USE ONLY Copyright 2015 FUJITSU 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
  9. 9. 8INTERNAL USE ONLYINTERNAL USE ONLY Copyright 2015 FUJITSU 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
  10. 10. 9INTERNAL USE ONLYINTERNAL USE ONLY Copyright 2015 FUJITSU 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
  11. 11. 10INTERNAL USE ONLYINTERNAL USE ONLY Copyright 2015 FUJITSU 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
  12. 12. 11INTERNAL USE ONLYINTERNAL USE ONLY Copyright 2015 FUJITSU 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
  13. 13. 12INTERNAL USE ONLYINTERNAL USE ONLY Copyright 2015 FUJITSU 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
  14. 14. 13INTERNAL USE ONLYINTERNAL USE ONLY Copyright 2015 FUJITSU 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
  15. 15. 14INTERNAL USE ONLYINTERNAL USE ONLY Copyright 2015 FUJITSU 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
  16. 16. 15INTERNAL USE ONLYINTERNAL USE ONLY Copyright 2015 FUJITSU 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
  17. 17. 16INTERNAL USE ONLYINTERNAL USE ONLY Copyright 2015 FUJITSU

×