The capabilities of the Global Service Centers Fujitsu (Global Delivery Centers) on the example of the Russian "GDC"

Published on March 13, 2014

The capabilities of the Global Service Centers Fujitsu (Global Delivery Centers) on the example of the Russian "GDC"

    It is well known that Fujitsu is one of the largest IT service providers in the world. Fujitsu’s global IT service centers are all under one control, interacting with local Fujitsu offices in 70 countries, and serving customers around the clock in 7+ languages ​​in more than 40 languages.




    But few people know that one of these centers for the provision of IT services is located in the beautiful city of Kazan, which has already become familiar to many IT professionals, and operates under the mysterious name Fujitsu Russia GDC (Global Delivery Center).

    By the way, if someone has not been to Kazan - we recommend you to visit !



    Today, guys from the Kazan GDC support the IT infrastructure of about 50 companies from 26 countries, mainly from Northern and Central Europe, among which there are the largest world brands widely known to Russian consumers. And this is not surprising: in the USA and in Europe IT outsourcing has long been a habitual phenomenon, on the contrary, they are surprised if the company does not transfer part of its non-core functions to outsourcing. It is obvious that for a professional service organization this is the main activity, accordingly, it will cope with such work more efficiently and efficiently.



    Fujitsu Russia GDC began operations in 2006, but it was rather complicated. GDC began its work by providing Application Services, and the first project, the Global ISS retail system, was not easy. The first customer is a global Auchan with a rewriting of an obsolete system on Cobol. There was a moment when it seemed that the initiative to create an Offshore development center (GDC was then called that way) was doomed to failure. But the first difficulties were overcome, they tempered the Kazan guys and as a result, the Fujitsu Russia GDC had the first loyal customer - one of the largest retail retail chains in the world with French roots, with which the Kazan GDC still works.



    Soon, the first Infrastructure Services and Workplace Services (ex-Application Packaging (APS) projects started, the Retail direction appeared, to which two more Java and .Net practices were added later. The list of global clients who provided the service was expanded, many transfer projects were carried out Over the past four years, the Fujitsu Russia GDC in Kazan has grown significantly, and in August 2012 (after six months of training and specialist training) an additional office was opened in Voronezh, and the Voronezh team of specialists took up support for some of the services.





    Today, one of the key areas of work of the Fujitsu Russia GDC is the concept of Remote Infrastructure Management (RIM), which is quite widespread abroad. It includes:

    1. Monitoring, support and management
    services : • local and global network infrastructure,
    • security systems,
    • servers, including the level of operating systems, system services and applications,
    • data storage systems,
    • databases,
    • backup solutions copy and restore,
    2. Analysis and installation of software updates,
    3. Performance analysis to identify bottlenecks and, if necessary, make coordinated changes to the supported IT infrastructure, if the customer wants it.

    An illustrative example of RIM implementation is the project of one of the world leaders in the automotive industry, to which Fujitsu Russia GDC provides a full range of services for monitoring, operation and support of engineering functions to support high standards in the field of IT infrastructure.



    Initially, the customer set a large-scale task - to form an experienced team that can provide 2nd and 3rd level support lines for more than 50 national sales centers around the world with a total number of users of more than 24,000 people, while guaranteeing impeccable quality of service, efficient use resources and reducing the total cost of ownership of IT infrastructure for the client.

    Within the framework of this project, thanks to the coordinated work of the Fujitsu Russia GDC team, it was possible to accomplish the following tasks:

    • Remote support of enterprise management systems based on IBM Tivoli and Microsoft SCCM;
    • Remote support for a wide range of server operating systems: IBM AIX, Sun Solaris, HP-UX, Linux SuSe, Linux RedHat, MS Windows Server;
    • Remote support for Citrix and VMWare solutions;
    • Remote support of storage systems based on EMC solutions, including file sharing, backup, recovery based on SAN and NAS systems;
    • Remote support for relational databases running on Microsoft SQL and Oracle;
    • Remote support for Enterprise Security systems based on McAfee Anti-Virus, McAfee EEPC;
    • Remote support for Cisco LAN and WLAN;
    • Remote support for standard workstations based on Windows XP, Vista and 7;
    • Development, preliminary testing, deployment and maintenance of software packages and standard configurations for Windows XP, Vista and 7;
    • And much more

    Within the project, the client received not only full SLA compliance, but also continuous process improvement according to the Fujitsu Sense & Respond methodology, as well as continuous access to the necessary resources combined with a competitive support cost.

    Another important area of ​​activity of Fujitsu Russia GDC is Application & Testing Services: development, testing, technical support, modernization, transfer to another platform and software optimization, development and management of business applications, as well as quality control of software and infrastructure. In this direction, the Kazan team faces no less global challenges. One of them came from the world's largest retail retail chain. According to a study conducted in the retail sector, up to 50% of the cash losses of retail chains are associated with the actions of disloyal employees. The bottleneck is often the usual payment process, where the cashier has direct access to cash and scan goods, especially during periods of high customer inflows.



    The project proposed by Fujitsu allowed to automate the function of receiving money and payment. In addition, it included the integration of software for payment stations with the client’s existing POS network.

    As a result of the implementation of the proposed approach, the client was able not only to reduce labor costs, but also significantly reduce the monetary losses from fraudulent operations at the payment stage. Simplicity and ease of use, the lack of access to cash for the personnel can reduce the requirements for employees in the cash zone.

    The loyalty of European customers to Fujitsu and Fujitsu Russia GDC as an IT services provider is explained by the wide range of services provided and their high quality services provided by Kazan specialists. Often, it even exceeds the expectations of European customers.

    Aiming for such a result, Fujitsu Russia GDC makes every effort to maintain customer satisfaction at a high level. GDC implements constant quality control and processes of continuous improvement of services are established, employees are certified according to the ITIL methodology and undergo regular certification of technical competencies, the company conducts internal audits. And the assessment of internal business processes allows you to identify ways to improve efficiency.



    The fact that Fujitsu Russia GDC is going in the right direction, emphasizing the wide range and quality of services provided, is also confirmed by recognition from the largest players in the IT market. In 2013, AppSense, the technological leader in UserVirtualization solutions, assigned Fujitsu Russia GDC the status of the first Center of Excellence. AppSence made this choice after a certification assessment of the competence of all its partners. Among them, Fujitsu Russia GDC was noted as the most prepared partner for working with AppSense technologies.

    A friendly team of highly qualified specialists and well-organized processes allow Fujitsu Russia GDC to take on tasks of any scale, most of which so far come, unfortunately, from customers from other countries. Compared to the global market, the Russian IT outsourcing market is still quite young, and while the debate about the effectiveness and risks of IT outsourcing has not ceased in Russia, the West has long understood that outsourcing allows you to optimize costs.

    Obviously, at the initial stage, money will have to be saved not so much as invested, but you need to understand that this is an investment in developing your own business and optimizing IT processes, which are a critical asset of the company. According to experts, the transition to outsourcing on average gives about 15-20% savings for the company in the long term.