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How do you provide your service to customers?

Providing a good service can be hard work

Imagine you’re a service provider and provide your customers with email, web hosting, virtual server or other technology services over a network.

Let’s assume you receive a call from one of your customers who wants to use certain services. This might be pure infrastructure service like the roll out of a virtual machine, the setup of an additional email account, a new deployment of a Linux system for one of your developers, or even a business application such as a new instance of your ERP system.

First, the operations team will raise all the questions they have relating to this request. Furthermore, to support this demand, they will have to set up the appropriate infrastructure with all the necessary software layers.

To be able to provide the service, the operations team also needs to make sure that the respective identity management and access rights are in place, that the data is managed properly for the customer and that usage can be tracked for charging purposes – after all your ultimate aim is to earn money!

Since this is certainly not the only customer you have, many more requests will follow and the procedure will be more or less the same.

Lack of innovation as the team is busy with standard tasks

Overall, many people are involved, the process takes a long time, is costly and far from competitive. The result is that your operations team gets bogged down in manually deploying standardized services.

Wouldn’t it be better if you could differentiate yourself from your competition and could define, manage and provide services faster? The solution would be to have a portal to provide standardized services to customers, to have an automated deployment of the services based on standardized APIs using existing orchestration tools, and to provide functions to calculate usage fees so as to generate invoices and reports.

Self-Service portal with app store like experience

This is exactly where the FUJITSU Enterprise Service Catalog Manager (ESCM) comes into play. ESCM provides a self-service portal that automates the delivery of software services, infrastructure services, or platform services based on an app store like experience.

By deploying ESCM, your customers can subscribe to services from a portal with an individually adaptable layout. The selected services can be customized and the deployment of the services will be done without any further effort from the operations team.

Even after deployment, you can delegate operational tasks to your customers. In self-service mode customers can start, stop, snapshot or resize his infrastructure service, assign additional users or trigger a required patch – all without any manual effort from your IT department.

Finally, you will also gain control over pricing and the basic options you show your customers. Reports are available for each customer based on their subscriptions, utilization and billing data. Additionally, you will gain the flexibility to create reports relating to the consumption of supplied services.

Once implemented, the Enterprise Service Catalog Manager can be as functional and efficient for service providers as online banking portals are for financial institutions.

Quick return on investment

No calls to make, no waiting for approvals, just log in and complete a transaction. It may seem contradictory, but a self-service portal is a way to deliver better services to your customers. This simplification will quickly translate into greater customer satisfaction, higher margins and more productivity to concentrate on core business activities for both, you and your customers.

The operations team can focus on other important work, such as capacity management or the creation of new services for customers. If you are considering the Enterprise Service Catalog Manager as self-service option for your customers, take a look at this video or get in touch with us directly.

In addition to the ESCM, Fujitsu offers a full range of products, solutions, and services that can help you to meet ever-increasing competition, and to change from being a service provider to becoming a service integrator.

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