FUJITSU SERVICE DESK Available in North America only A service desk plays a key role in driving value for your clients’ business. Leverage Fujitsu Service Desk to add value for your customer by offering continuous service improvement, delivering service desk excellence, and providing a compelling customer experience 24x7x365. Fujitsu therefore focuses on these three differentiators: 1. Driving continuous service improvement through the way our people work Fujitsu’s Sense & Respond strategy enables employees to focus on understanding what matters to our customers so they can find better ways to deliver. This strategy was pioneered in Fujitsu Service Desks in the early 2000s and Fujitsu is now, via the Lean program applying the principles throughout all of the IT Lifecycle. 2. Delivering Service Desk excellence, consistently TRIOLE for Services (TfS) is an integral part of the Service Desk offering and enables Fujitsu to deliver a consistent, cost-competitive Service Desk, regardless of location, with the same processes and standards being used across its network of global Service Desks. 3. Ability to deliver a compelling customer experience Fujitsu delivers a compelling experience and uses KPIs such as First Line Resolution and Mean-Elapsed-Time (MET), which are specifically focused on improving the customer experience. “Shift to the Left” is a process of continuously identifying and removing waste demand/activity and moving work so it is performed by lower Tiers, front-line staff or via self-help portals. This approach reduces costs and increases the speed of recover (increased productivity) for both the client and Fujitsu and generates Capacity so that so that higher support Tiers and resources and focus on removing Problems from the environment; thereby reducing volume at the Service Desk and positively affecting the End User experience. Service Desk Functions Features • Incident Management (Including Service Request and Access • Continuous service improvements driven through sense-and Management) processing via phone, email or Self Service Portal respond And ITIL Best Practices • Communication of availability to end user of any self-support tools • Service Desk excellence delivered consistently with TfS- • Level 1 Service Desk technical remedies and standard fixes standardized toolsets • Coordination of escalation of incidents to Level 2 (reseller) – TfS Self-Service Portal • Equipment troubleshooting; incident escalation when required – TfS Incident Management System • Tracking and documentation of incidents • ITIL and ISO 20000 best practices and standards • Report of key performance measurements and trend analysis • 24/7/365 availability reporting • Incident and support of Problem Management • Remote-view and remote-control capabilities to assist in • End-user Service Requests incident resolution • Managing IT assets and changes (THIS IS NOT PART OF THE • Toll-free number (voicemail option provided via automated call STANDARD SOLUTION) distribution [ACD] on all inbound calls) • Predictable user-based pricing model • Standard system of record: TfS Service Desk incident- • SLA and KPI-driven service ensures quality customer experience management tool • Support of standard enterprise and POS hardware, software and • Online customer satisfaction survey at call/incident closure operating systems Benefits • Ability to deliver a compelling customer experience • Improved customer service, perception and satisfaction • Increased accessibility for customers, faster Incident resolution and underpins Problem Management for future Incident prevention • Improved communication and teamwork Fujitsu Service Desk Supported Products In Scope Hardware Fujitsu will act as the single point of contact (SPOC) for support, provided customer provides ticket routing (escalation) information. Customer shall provide model numbers from VARs/end users as part of the onboarding process. Company Device Acer Desktop, Laptop, Peripherals* Brother Printers** BlackBerry In Warranty Smart Phones Dell Desktop, Laptop, Peripherals* Epson Printers** Gateway Desktop, Laptop, Peripherals* HP Desktop, Laptop, Peripherals* , In Warranty Smart Phones IBM Desktop, Laptop, Peripherals* Iomega Storage Devices Juniper Networks VPN Client Lexmark Printers** NEC Desktop, Laptop, Peripherals* Palm (HP) In Warranty Smart Phones Sony Electronics Laptop, Peripherals* Toshiba America Laptop, Peripherals* Xerox Printers** Zebra Technologies Printers** *Peripherals: keyboard, mouse, PC monitor and docking stations **Printer Support: Windows configuration setup, toner replacement and best reasonable effort connectivity In Scope Applications Fujitsu will support current version plus two versions back, unless no longer supported by its manufacturer. Fujitsu will act as the SPOC for support, provided customer provides ticket routing (escalation) information. Desktop Applications Adobe Acrobat Microsoft FrontPage Microsoft Works Citrix ICA Clients for Windows Microsoft MapPoint Symantec Norton Antivirus IBM Lotus Notes Client Microsoft Outlook Symantec PC Anywhere IBM Lotus SmartSuite for Windows Microsoft PowerPoint Symantec WinFax Pro McAfee Virus Scan Microsoft Publisher WinZip Computing WinZip Microsoft Access Microsoft Visio Microsoft Excel Microsoft Word Standard Desktop Operating Systems Windows 7 Windows XP Windows Vista Contact Information In the U.S., email [email protected] or call (800) 705-7057. Visit www.ingrammicro.com/services for details. © 2011 Ingram Micro Inc. All rights reserved. Ingram Micro and the Ingram Micro logo are trademarks used under license by Ingram Micro Inc. All other trademarks are the property of their respective companies. Products available while supplies last. Prices subject to change without notice. 4/11 CS2011.4444c.