Post on 20-Aug-2015
Brave new world of
Desktop Services
Glenn FitzgeraldTechnical Director, Design and Development
Fujitsu UK&I
Copyright 2010 FUJITSU LIMITED
Agenda
What’s the state of the market What are the challenges for IT How are Fujitsu helping our
clients The need for a “Blended”
service Our credentials How we can help
Desktop virtualisation – the next big thing
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Server and storage virtualisation are well established
Desktop virtualisation has yet to achieve same levels of acceptance Estimated at less than 1% of 550m business PCs (Source: Ovum, 2010)
CITRIX and VMWare dominate the market – estimated at 90% market share
Reduced cost
Easier desktop mgt
Improved info security
Better control of D'top
Better user Experience
0% 10%
20%
30%
40%
50%
60%
70%
80%
90%
User acceptance
Determining ROI
Getting solution right
Application latency
Network reliability
0% 10% 20% 30% 40% 50% 60% 70%
Source: Fujitsu research, Sept 2010
Expected benefits Concerns / blockers
Benefits well understood – challenge is about how to make it happen successfully
Copyright 2010 FUJITSU LIMITED
Four key drivers …
4
Transforming to new Desktop Service
Improve Workforce Agility
• Flexible headcount• Reduce office space
• Support mobile / nomadic working
Manage technology refresh
• Replace old devices • Migrate from XP and adopt Exchange 2010 etc
Exploit Desktop virtualisation
• Move toward “thin client”• Reduce support costs• Improve data security
Reduce Cost of Service
• Reduce complexity –simplify support
• Role based - rather than “one size fits all”
Possible starting point ….. XP support ends 2014 but tech refresh funding couldenable a desktop transformation delivering workforce agility and cost savings
“People are finding they have not upgraded their desktop operating systems since 2003/2004” Roy Illsley senior analyst, Ovum, June 2010
Copyright 2010 FUJITSU LIMITED
… Need to satisfy diverse requirements
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Technologychoice
“Martini”AccessUser Perceptions of
“good IT service”
Improved service quality Reduced
costs
Flexibility, agility and
security
UserRoles
BusinessExpectations
Traditional wisdom was to reduce costs by standardising the PCs and “locking down” functionality as much as possible
A new approach is needed that embraces this diversity – and delivers it effectively
Copyright 2010 FUJITSU LIMITED
Real life examples FLEX - first large scale fully virtualised desktop shared service in UK
Government: Reduce cost of highly secure desktop service Delivered as a shared service to multiple central government departments –
currently 10 and growing Standard architecture and platform with options to meet specific needs
UK Government’s largest department – business drivers: Reduce costs and building capacity Adopt role based solution to replace “one-size fits all” locked down desktop for
140,000 users Enable flexible working while reducing travelling and environmental impact Refresh technology cost effectively with users only receiving (and paying for) the
IT service they actually need Enable Bring Your Own Computing (BYOC) models Deliver secure access from anywhere with any technology Enable users to move quickly and easily between roles Enhance collaboration and productivity
Copyright 2010 FUJITSU LIMITED
Real life examples Private sector example - drivers:
Enable expected M&A Support headcount flexing and building consolidation Increase user density to desks via hot desking Reduce time to recover from desktop failures Support secure access while protecting and assets Locate core of the desktop environment in secure Data Centres
Copyright 2010 FUJITSU LIMITED
Role-based servicesSegment user requirements
Rich Client Cloud Based Desktop Thin/Zero Client Rich Client
Mobile Worker
Sales, Consultants Mobile Access Remote Access Flexibility Standard
Applications Local data storage
Sales, Consultants Mobile Access Remote Access Flexibility Standard
Applications Local data storage
Office Worker
HR, Legal Connected clients Static access Personalized
Desktop Central data
storage
HR, Legal Connected clients Static access Personalized
Desktop Central data
storage
Task/Blue Collar Worker
Call center, accounting
Connected clients Limited Set
of Software Low Cost Central data
storage
Call center, accounting
Connected clients Limited Set
of Software Low Cost Central data
storage
Contract/Offshore Worker
External contractors
Non-corporate clients
Security Standard
applications Central data
storage
External contractors
Non-corporate clients
Security Standard
applications Central data
storage
DevelopersPower User
SW developers Connected Clients Performance High
personalization Local and central
data storage
SW developers Connected Clients Performance High
personalization Local and central
data storage
8 Copyright 2010 FUJITSU LIMITED
Cloud Based Desktop
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Flexible access - secure working
App Streamed to Virtual
Infrastructure
Application 1
Application 2
Application 3
Application 4
Application 5
Application …
Installed to Windows 7 onThick Client
App Installed to Virtual
Infrastructure
Installed to Windows XP on
Thick Client
G
G
G
G
G
G
G
G
G
G
G
G
G
G
R
A
R R
A
R
WiFi Hotspo
tPrivateLaptop
Internet Cafe
PublicPC
Hot Desk
BusinessThin-Client
Fixed Desk
Business
PC
Home Office
HomePC
• Assess the apps portfolio against user roles and target technology
• Deliver apps with consistent desktop experience
• Application availability automatically defined by access mechanism
Copyright 2010 FUJITSU LIMITED
Flexible working strategy
Process, Process Worker Plus, Knowledge Workers Defined Applications Mapped Against Roles by User Type Application Delivery Method Defined for Each Application
Headoffice
Regionaloffice
Branch office
ContactCentre
Branch office
Nomadicworker
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A blended Desktop Service
Driving end user productivity and satisfaction
• Role/work style based provisioning• Thick and thin clients, kiosk PCs• BYOC, iPADS, Smart Phones
Continuous Service improvement
• Single point of responsibility• Focused on performance
management• Based on lean thinking
Consistent end user access
• Application virtualisation• Office, mail and messaging
• Collaboration tools
• Hosted virtual desktops• Cloud-based delivery
Modular service options
• Reflecting users changing expectations of technology
Compelling user experience
• Single point of contact• Focused on First Time Fix, Average
Elapsed Time, User Satisfaction
Copyright 2010 FUJITSU LIMITED11Copyright 2010 FUJITSU LIMITED
Journey to cloud-based desktop service
On - premise Off - premise
Level of standardization / consumption-oriented billing
Product &Solutions
Bespoke Services
Managed Services
Infrastructureas-a-Service
Infrastructure as-a-Service
Standard Tools/ProcessesDedicated
Systems Management CenterShared
Systems Management Center
CustomizedService
GenericService
One-to-One
Own IT –IndividualComposition
ManagedOffice
ManagedStorage
ManagedServer
ManagedMaintenance
Tools/Processes
Onsite Delivery
ManagedOffice
Managed Server
Managed Storage
Managed Network
Workplaceas-a-Service
Storageas-a-Service
Serveras-a-Service
Workplaceas-a-Service
Server as-a-Service
Storage as-a-Service
Standardized SLA’s
On / Off - premise
Shared Infrastructure
GenericService
One-to-Few
Ma
na
ged
Net
wo
rk
Cloud-based services – delivered to meet individual organisations needs as part of the “blended” service
Copyright 2010 FUJITSU LIMITED
Our credentials
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Over 1231 different customers across Europe 2.2m users supported 2.9m devices supported Over 1.1m devices supported in UK #1 in UK Government
“Cloud based” desktop virtualisation Public Sector FLEX – framework delivering
1st “cloud based” shared service UK Govt’s largest dept – Europe’s largest
desktop transformation Desktop 21 – 1 of 3 preselected suppliers for
standardised Government desktop CITRIX’s largest Service Integrator partner
A “Leader” in both of Gartner’s 2010 Desktop and Help Desk outsourcing Magic quadrants – rated for our ability to innovate and improve clients desktop
environments and the way we deliver services
Copyright 2010 FUJITSU LIMITED
Fujitsu Global Delivery
Copyright 2010 FUJITSU LIMITED
Global scale delivered locally – through common processes, toolsets and procedures
Copyright 2010 FUJITSU LIMITED
Costa Rica
Malaysia
Philippines
Poland
Portugal
Seamless tickets transferIndia
Russia CanadaChina
EstoniaIreland
South Africa
Follow the sun
Brazil
US
Japan
Australia
Singapore
FinlandSweden
UK
5 multi-lingual service desks supporting 29 languages
3 global delivery centers (remote infrastructure management and applications management)
5 regional delivery centers
Fujitsu data centers(85 in 26 countries)
Fujitsu Global Delivery capability
Fujitsu’s approach
Evolution not revolution
Lowering costs, energy and therefore carbon footprint
Leveraging our experience and heritage
Focus on user experience
Security and compliance
Copyright 2010 FUJITSU LIMITED
Summary
Making a virtue out of managing diverse requirements
Proving the business case
Delivering a compelling user experience
Glenn.fitzgerald@uk.fujitsu.com www.fujitsu.com/uk
Copyright 2010 FUJITSU LIMITED