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Fujitsu
Forum
2017
#FujitsuForum

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Please welcome Mr. RAJAT KAKAR

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The safety hook for IT operations:
Product Related Services
Rajat Kakar
Vice President Product Related Services
Business
Fujitsu

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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

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IT’s all about staying connected, staying online
 Valid for single devices, to Solutions and up to complex IT
Infrastructures

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Safeguarding Your IT-Infrastructure
Your safeguarding
solution can be a
combination 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

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IT protection is expressed in four dimensions
Duration
Valid 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

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From single product to PRIMEFLEX solutions
PRIMEFLEX solutions are Pre-defined + Pre-Integrated +
Pre-Tested
Product Sales approach
Server Storage Network
Virtualization
Management of Virtualization
Operating System
Solution SupportProduct Support
Solutionstack

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Malfunction

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PRIMEFLEX Support – Our Protection Concept
PRIMEFLEX Solutions are Pre-defined + Pre-Integrated +
Pre-Tested
Product Sales approach
Server Storage Network
Virtualization
Management of Virtualization
Operating System
Solution SupportProduct Support
Solutionstack
 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

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 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-time
Performance
Changing ICTGlobal IT
balance

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Supporting YOUR Global Business
 Orchestrating a consistent and global service approach
IT
Infrastructure
Support
Services
Consistent
SLA Reporting
SPOC
ProjectManagement
» 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)

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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

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Automated
More efficient incident management reduced
costs by over 15%*
Predictive
Decreased Service Incidents by predictionof
defects based on future failures
Proactive
20%* reduction in call volume through
adoption of our support service
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Informed
Intelligent Engineering – Your Benefits
Next GenerationTechnical Support Services
*) Specific Case Study Figures

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 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

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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

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Thank YOU

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