CIOs found to be increasingly underwhelmed by industry’s current break-fix approach
London – Fujitsu is challenging the current status quo for commoditised desktop managed services (DMS) with the launch of its new DMS offering, available in the UK from today. The service has been developed in response to the demand from customers for desktop managed services to be significantly more strategic than they currently are; offer increased cost reductions; give greater peace of mind, and bring considerably improved flexibility.
The effectiveness of the desktop environment is critical in ensuring end-user productivity. Research by Fujitsu found that nearly three quarters (74%) of CIOs either agree or strongly agree that the reputation of IT within their companies is founded on that end-user experience. However, Fujitsu believes that IT service providers are ignoring the opportunity for the desktop management to be a significant strategic service and are leaving customers and ultimately end-users underwhelmed by a largely ‘break-fix’ model. The research, conducted amongst CIOs in the private sector, found that only 37% felt that their 3rd party desktop support was either good or very good and nearly half (46%) sat on the fence stating they were neither happy or unhappy with their service.
CIOs now expect more – how Fujitsu is delivering
Fujitsu, which currently manages over 1 million desktop users across the UK and was recently positioned in the Leaders’ Quadrant of Gartner, Inc’s "Desktop Outsourcing, Western Europe, Magic Quadrant"(1), will be using its new Active Service Management (ASM) architecture at the core of its DMS service – elevating the expectations of what a desktop managed service can bring to an organisation.
At the heart of ASM is:
Cost transparency and optimisation – typically customers do not have visibility of the granularity of their desktop service costs. Indeed only a quarter of those surveyed felt they had a clear and transparent view on costs. Fujitsu’s commitment to Total Cost Clarity (TCC) ensures that all customers have a fully transparent, shared and living-detailed cost model for their desktop service. This helps the drive for financial improvements at every opportunity – including calculating year on year cost reductions and mechanisms for gain sharing.
Continuous improvement – as the industry’s approach to desktop management has matured so too has the approach from IT service companies who often show great service improvements in the first six months of the contract as well as the last six months as the contract comes up for renewal – but very little in the years between. Very rarely are desktop managed contracts awarded a second time to a supplier, as customers often believe the only way to see improvements is to go elsewhere. In fact 80% of CIOs admit that continuous improvement is either focused on only ‘in part’ or ‘not at all’ by their desktop partner. Fujitsu’s Office of Continuous Improvement and Innovation (OCII), which is part of every DMS contract, is a way of delivering on improvement every day of the contract using Fujitsu’s lean IT methodologies.
Ian Bradbury, solution design director at Fujitsu UK & Ireland said: "We are on the cusp of a sea change in the delivery of desktop managed services. Although underlying services must have commodity attributes – low cost, highly standardised and flexible – these services must also be continuously and rigorously managed, tuned and refined for each customer to deliver significant improving benefits and reducing costs. We believe that 2010 will be the year for the revival of desktop managed services – particularly as we move into a more virtualised environment and customers are now challenging how they are running their desktops."
For further information please go to: http://dms.efficiencyandagility.com/index.htm
(1) Gartner, Inc. "Magic Quadrant for Desktop Outsourcing, Western Europe" by Frank Ridder, Gianluca Tramacere, Claudio Da Rold 18 May 2009
About the Magic Quadrant
The Magic Quadrant is copyrighted 2009 by Gartner, Inc. and is reused with permission. The Magic Quadrant is a graphical representation of a marketplace at and for a specific time period. It depicts Gartner’s analysis of how certain vendors measure against criteria for that marketplace, as defined by Gartner. Gartner does not endorse any vendor, product or service depicted in the Magic Quadrant, and does not advise technology users to select only those vendors placed in the "Leaders" quadrant. The Magic Quadrant is intended solely as a research tool, and is not meant to be a specific guide to action. Gartner disclaims all warranties, express or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.
Fujitsu is a leading provider of IT-based business solutions for the global marketplace. With approximately 175,000 employees supporting customers in 70 countries, Fujitsu combines a worldwide corps of systems and services experts with highly reliable computing and communications products and advanced microelectronics to deliver added value to customers. Headquartered in Tokyo, Fujitsu Limited (TSE:6702) reported consolidated revenues of 4.6 trillion yen (US$47 billion) for the fiscal year ended March 31, 2009. For more information, please see: www.fujitsu.com.