Are you ready for a brave new world?

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

3

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


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


… Need to satisfy diverse requirements

5

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


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


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


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


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


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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


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


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


Fujitsu Global Delivery


Global scale delivered locally – through common processes, toolsets and procedures


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


Summary

Making a virtue out of managing diverse requirements

Proving the business case

Delivering a compelling user experience

[email protected] www.fujitsu.com/uk


mailto:[email protected]

http://www.fujitsu.com/uk

Are you ready for a brave new world?

Technology

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