CIOs found to be increasingly underwhelmed by industry's current break-fix approach
London, 28 October 2009 - 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 Totalcostclarity (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
