Manufacturer - using the iCan solution from Fujitsu

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Manufacturer - using the iCan solution from Fujitsu

In 2000 a world leading supplier of components, systems and services to the energy, transmission & distribution, transport and marine markets amalgamated all of its IT resources into six National Service Centres to act as internal service providers for its operations throughout the world. As part of the reorganisation the company wanted to ensure that its IT services were delivered transparently, both from an IT and a business user perspective.

The Solution

The company chose Fujitsu to develop and implement a service management solution based on the iCan Provider Suite.

Using the new system the company’s IT Service Centres can centrally manage the IT requirements of business units, track resource usage, operate a comprehensive service catalogue, automatically provision services and allocate costs to specific departments or customers. They can also calculate the costs of new services more accurately, monitor and enforce service level agreements (SLAs) and substantially reduce operating costs.

Service delivery is completely transparent as reports can now be produced on demand by both business and IT managers to analyse the latest information within the service catalogue in anyway that they chose.

The company’s IT Director says, “The iCan service management solution developed by Fujitsu has given everyone much greater visibility of the true costs of service delivery, which has improved the level of understanding and trust between our IT and business units. By understanding where our real overheads and profit centres are we can ensure that our IT systems are fully aligned to the needs of the business.”

The Benefits

The iCan solution is enabling the company to:

• Accurately measure the true cost of providing IT services
• Reduce costs through greater operational efficiencies
• Improve, demonstrate and enforce service levels
• Rapidly roll out new services
• Significantly improve the ROI of new IT investments
• Reduce the number of duplicate and legacy applications
• Re-utilise knowledge gained from previous implementations

The Implementation

Before beginning to develop the iCan solution Fujitsu worked closely with the company on a ‘Benefits Realisation’ exercise in order to define clear objectives and performance measure for the system. This not only ensured complete user ‘buy-in’ to the project, but also enabled subsequent decisions to be made very quickly as the overall objectives were well understood.

Working with iCan, Fujitsu developed the Proof of Concept system in just two months, including the customisation of the organisational structure within the service catalogue, European localisation of system interfaces, and tailoring of the reporting facilities. Fujitsu was then able to fast track the implementation, rolling out the system across the six National Service Centres, covering 4,000 items and 250 end customers, in just one month.

The Expertise

Fujitsu was chosen to develop the iCan solution because of its long-standing relationship with the customer and its proven end-to-end project management capability. The company comments, “Key to the success of the project was the fact that Fujitsu’s people understood our business objectives, processes and concerns and we trusted them to make the right decisions.”