OurApproach

Our Approach

Introduction

Fujitsu has a proven track record for setting up and managing on-site IT services. And our GPMO has been optimizing the monitoring and coordination of IT services for more than a decade. We’re continually analyzing and fine-tuning processes, developing and improving tools, proving our relationships with local service partners. Our governance model is tailored to meet the highest standards for performance, transparency and compliance.

When you come to us for help, our presales team starts by checking your service requests. Once you accept our quote, we typically perform some set-up (transition) work before starting to deliver your on-site services.

Our primary goal:To meet your expectations, everywhere and every time.

Presales

Obtaining quotes for selfoss services is easy – we have done our very best to make the process simple for you.

Simply register on this web portal as a customer, record the location of your site and specify the standard services you want. We’ll get back to you with a quote shortly. If you need quotes for a large number of locations, you can upload an Excel file listing all of your sites and we will make sure the data is loaded onto the portal.

And if you have other questions or your request is especially complex, just ask via the portal to be contacted. A member of our presales team will immediately get in touch with you via phone or email.

What we can do for you

For any ticket-based services you request, our partner network is lined up and ready to deliver.

We begin by identifying the best match for you, as we have multiple partners in most countries. If you have sites in especially far-flung locations, we do extra checking to ensure our selected partner can deliver the services you request.

Next, we’ll get back to you via the portal to confirm we can deliver the service, and will quote you our best price.

If you need schedule-based services – for example, having a full-time resident technician at one of your sites for 6 months – we’ll work with you to correctly identify the required technician profile, as this type of service typically requires a more interactive approach. The agreed price is recorded on the portal.

Ad hoc services also require more interaction. Your request may need clarification, and we will work with you to identify the best way to meet your needs. If required, our team of solution architects and technical specialists will help define the best solution for you. As with our other services, you will be quoted via the portal.

Transition

Once you accept our quote for selfoss services, a few more steps are needed before your services become active. We describe these set-up activities as the transition phase.

Transition applies to ticket-based and schedule-based services, which require a high level of standardization and are contracted upfront. For ad hoc services, there are no predefined transition activities. Each ad hoc request may require a number of preparation activities before technicians go on site, but the nature of these activities will vary considerably.

In most cases, a small activation fee applies to cover transition activities.

What we can do for you

Having managed many transitions for global service delivery over the past decade, we’ve standardized our transition approach, methodology and roadmap. For every selfoss contract, we will:

Assign you a single point of contact (SPoC).

Establish a formal agreement with you, drawing up a frame contract with individual services listed in an appendix. For your convenience, we issue contracts electronically and handle signatures using DocuSign.

Formally contract with local service partners to deliver your services on site.

Set up our operational systems for you. This includes our OSM-Q, which allows you to record service tickets and route them to the right partner in the right country for service delivery. For schedule-based services, we set up attendance tracking for technicians through our EFU (engineer follow-up) tool. Both the OSM-Q and EFU feed data into our dashboards and reports.

(Optional and chargeable) Set up an electronic interface – typically from your service desk system – to our OSM-Q ticketing system.

Publish the technical documentation you provide us with for technicians, using our documentation portal.

(Optional) Ensure that technicians have logins for your environment.

For schedule-based services, work with you to coordinate preparation work. This includes ensuring site access (badges, etc.) and knowledge transfer (review of specific software/hardware, site topology, open tickets, projects, etc.). We will also ensure the lining-up of backfill technicians, who take over for the main technician in case of sickness or holidays.

Service Delivery

Once we’ve completed the transition preparations, the delivery of your contracted services can begin.

For ticket-based services, the trigger will be a ticket that you issue to us. For schedule-based services, no tickets are required: our technicians will be there at the agreed time and place.

Our GPMO relies heavily on software tools to ensure service delivery quality and cost effectiveness. If the monitored services are fully under control, no corrective human intervention is required. In other cases, we respond quickly with escalations and – for recurring issues – service improvement actions.

As a customer, you’ll benefit from our GPMO service delivery machine’s scale and experience.

What we can do for you

During service delivery, we will:

Use our OSM-Q system and service monitoring logic to continuously keep an eye on quality and quickly identify any potential threats to SLAs.

Take action to respond to any SLA threats. In the event of structural service delivery problems, our service improvement managers will analyze and address the issue. They will liaise with your GPMO single point of contact to ensure you stay informed.

Through your single point of contact, ensure you receive the services you signed up for. Your SPoC is also your main contact for escalations from your side, and will oversee the transition for any extra services you require or services you want to remove.

Perform regular checks on reported technician time spent for time-and-material-based services.

For schedule-based services, monitor the attendance of and correct reporting for resident technicians.

Create service performance reports on a weekly/monthly basis that are directly accessible to you.

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