Capabilities and Services

TABLE OF CONTENTS

1. Managed Services...................................................................................................................2
1.1 Business Process Outsourcing..........................................................................................2
1.2 Managed Information Services.........................................................................................3
1.3 Application Managed Services.........................................................................................4
1.4 Deployed Managed Services.............................................................................................5
1.5 Data centre Managed Services..........................................................................................5
1.6 Network Managed Services..............................................................................................6
1.7 Remote System Management...........................................................................................7
1.8 Desktop Managed Service................................................................................................8
1.9 Managed Service Desk.....................................................................................................8
1.10 Software Support............................................................................................................9
1.11 Hardware Support and Secure Mobile Engineering.....................................................10
1.12 Secure Disk Destruction Service...................................................................................11
1.13 Encryption & Key Management Service......................................................................12
1.14 Software Licensing.......................................................................................................13
1. Managed Services
The Fujitsu services team has worked really well with our project team
- Fiona Graph, Head of FCONet, Corporate Communication Group

Have great IT, without having great IT

Our customer's could, of course, run their own IT. It would be a distraction from their
core objectives, and would make extra demands on their already stretched
resources. But it's an option.

Another is to put the responsibility with Fujitsu. The customer can stay focused, have
better IT, better information, better decisions and better operational outcomes. And
save money.

Fujitsu managed services are designed for defence, with high grade security and
total support from the office to the frontline.

1.1 Business Process Outsourcing

the Fujitsu helpdesk is invaluable

- Major Anna-Lee Johnson, The Officer Commanding of 9 Armoured Company

Our customers are in Defence and National Security, so why do they pay HR
and finance people?

Defence and National Security becomes more complex and demanding almost
weekly. Without a single-minded focus on their core functions, our customer's could
slip behind.

The last things they need are distractions like finance and HR. Far better to
outsource them to a trusted partner whose expertise and experience deliver better
service than they're getting now, at lower cost.

When they outsource a business process to Fujitsu, we use our award-winning

Sense and Respond approach. This tailors a service to their needs and then, through
daily analysis of problems, queries and services issues, continuously improves it,
transforming user satisfaction and reducing cost.

Customer's Challenge.
The department for Work and Pensions (DWP) is the government department
responsible for welfare reform and employment issues. As such, it currently employs
around 115,000 staff to deliver support and advice to people of working age,
employers, disabled people, pensioners, families and children.

In line with the findings of the Gershon review into public sector efficiency, the DWP
wanted to set up a shared services organisation in order to achieve economies of
scale and improve the efficiency of its back office processes. So, in preparation, it
started to look at possible continuous improvement techniques that it could utilise.

1.2 Managed Information Services

the technical quality of the Fujitsu team is exceptional.

- Mike Woodward, NavyStar Project Manager

Getting their message through, on paper, online and on TV.

Every organisation has information to deliver. To partners, allies, customers, staff, the
public. To broadcast news, give training, handle emergencies, boost morale, save
lives.

But if the collation and presentation of such information is not one of our
customer's core strengths, Fujitsu's expertise can ensure their audiences are kept
informed.

We take care of the whole process, from preparing input information to producing
output programmes and communications. We can also supply the hardware and
guarantee the security of their messages.

Cutting your paper mountain

Paper documents received by their organisation can be converted to electronic files
using our high volume data capture facility. We can handle structured forms, image
archiving, invoice processing and even run a secure digital mailroom for them.

Printing and mailing

We provide a printing and mailing service for documents, statements and invoices
and we can translate print files into other protocols for delivery or archiving.

Audio and video

Using our Secure Media Services, our customers can deliver audio and live action
video to pre-determined users, wherever they are, in complete security.

They can also broadcast from remote locations using low-bandwidth links, without
fear of eavesdropping.

Your people all over the world will be better informed, better able to collaborate, yet
safe from enemy or competitive attention.

Emergency information
We can accept information from emergency controllers in almost any form and
transmit it to disaster sites for display on rugged screens that can be set up or
packed out in under 10 minutes.

For more information please see; RASDA case study, Accelerator datasheet,
SAPHIRE datasheet, Secure Media Services datasheet.
 1.3 Application Managed Services

Fujitsu are a responsive and flexible contractor.

- Bob Quick, Previous DII IPT Team Leader

Higher availability at lower cost for all our customers applications

Our expertise is well known. We are an Oracle strategic partner, and our Subject
Matter Experts understand the Defence environment in great depth. We offer two
main services:

Application Outsourcing
Here we take responsibility for all application development and support and current
application staff transfer to Fujitsu.
Application Management
Where we support all or part of an application, alone or in partnership with our
customer's people.

In both cases, we offer a 24-hour service that fits exactly with their needs and often
goes beyond the letter of the contract. We're always looking for ways to increase
availability and user satisfaction by improving processes and fixing problems once
and for all.

To reduce the risk and disruption of changeover, we adopt our customer's existing
tools and methods wherever possible.

When staff transfer to Fujitsu, we keep as much as possible unchanged (conditions,

location, contracts), thus minimising staff losses and helping to maintain existing
working relationships.

Transferring your people (TUPE)

Fujitsu is very experienced in TUPE transfers and can ease the change for your IT
people, offering them support and real career opportunities within one of the world's
leading IT companies.

More than 7,000 people have transferred to Fujitsu in the last two decades and 83%
are still with us.
The annual attrition rate is under 8%.

Working in Partnership

We're well versed in partnership operation with our customers. Fujitsu can offer 2nd
line support where 1st line problems are handled by the military or other providers.

We operate a number of joint Help Desks, having first trained military staff in problem
resolution, and we are currently responsible for training Royal Signals personnel on
DII(C).
1.4 Deployed Managed Services

Fujitsu face the same risks we do.

- Lieutenant Colonel Jon Cole, Commander of JFCIS

More CONDO, more applications, more places

Ask anyone involved with IT in the British Armed Forces and they'll tell you that
Fujitsu is almost everywhere. Our presence in the field is currently freeing up to 1500
Royal Signals personnel worldwide.

Some Fujitsu support staff have been in theatre for years much longer than an
average military tour of duty. This makes them a valuable continuity resource and a
great reassurance in stressful situations. Over 90 of our people have been awarded
campaign medals for their work in the field.

3rd party and Coalition application

We support no fewer than 26 MoD applications, plus 3rd party and international
systems such as I-NET.

You change, we change

The needs of military IT users are seldom constant. As operational tempos change,
we adjust our manning, services and response with equal rapidity.

For more information please see; International Military Advisory and Training Team
(IMATT) case study, Crisis Communications Services datasheet, Fujitsus Integrated
Logistics Management datasheet and the openJOP datasheet.

1.5 Data centre Managed Services

the Fujitsu relationship works really well.

- Squadron Leader Phil Leighton, Logistics Support Centre

50% off data centre costs grow, shrink or change without legacy IT concerns

Data centre always expand.

But expansion comes at a price. Service interruptions, security problems, floor space,
staff costs, staff availability, staff training power supplies, capital expenditure and all
sorts of other problems face any organisation operating its own data centre.

An alternative is to hand the whole thing over to an expert.

Fujitsu has 50 data centres worldwide, serving several hundred customers, every
one of whom enjoys greater dependability and flexibility than they would if they ran
their own centre.

They have no headaches with systems performance or availability, even when their
data requirements double each month.
They have no staff or security concerns either. Where appropriate, data is protected
to RESTRICTED, CONFIDENTIAL, SECRET and ABOVE SECRET, meeting the
highest standards and protocols.

And they are certain of disaster protection, with fully mirrored systems and zero
recovery time if necessary.

Of course, such astonishing performance comes at a price often around half as

much as they were paying prior to handing the problem over.

How so? Fujitsu is standardised and virtualised across all its data centres, delivering
huge advantages in capacity and flexibility. Our unique approach to data centre
infrastructure gives industrial levels of reliability and resilience. And, of course, the
fact that weve been at it over 40 years, with all that means in knowledge and
experience, tends to reduce the number of problems we havent seen and fixed
before to almost nil.

We cant promise quite such a big reduction in our customers operating costs, but
pleasant surprises are definitely on the cards.

For more information please see; RASDA case study

1.6 Network Managed Services

Fujitsu have a strong understanding of our requirements and issues

- Mike Woodward, NavyStar Project Manager

More Bandwidth, less money, higher security

Communications is one of the last bastions of DIY in Defence in Security. Many

organisations still insist on having their own phones, switches, LANs WANs and
cables why?

Not to save money, because Fujitsus Network Managed Services invariably cut the
cost of voice and data transmission.

Not for security, because Fujitsus MPLS network is many times more secure than
those of the public telecoms providers.

It cant be bandwidth. With Fujitsu, our customer's system is tailored to their

organisation and they get the bandwidth they need. All of it, unshared or
compromised by other users.

Dont buy phones, buy conversations. Dont buy data networks, buy data
transfers.
Dont say Its time we switched to VoIP say I dont mind how we communicate, so
long as its always working, always secure, always cheap and never comes up in a
management meeting.

And thats the point about Fujitsu Network Managed Services. Theyre invisible,
delivering the outcomes our customer's need to run their organisation, without any of
the input they used to have to provide.

We grow as they grow, move when they move, change when they change and
always keep them utterly up to date.

Yes, they could do it themselves. But why on earth would they want to?

For more information please see; Capability Checker datasheet and Optimising
Bandwidth for the British Army in Germany case study.

1.7 Remote System Management

The Fujitsu Services team has worked really well with our project team
- Fiona Graph, Head of FCONet, Corporate Communications Group

24 hour service and security for our customers system wherever it is in the
world.

Without any need for technical staff, our team can keep our customer's application,
databases and infrastructure up-to-date, operational and secure, remotely, whether in
the UK or overseas, in the business space or the battle space.

Fujitsu provides system housekeeping, making sure that daily operational tasks are
complemented. We also handle user access permissions and apply fixes and
updates, keeping everything functioning, so that our customer and their people can
get on with the job.

SYSTEM SECURITY MONITORING

Constant monitoring ensures system security. With the latest tools, and in compliance
with CERT (Computer Emergency response Team) processes and standards, we
protect their system from hackers, viruses, interruptions and dangers of any kind
without them even knowing.

Daily reports show intrusion attempts, error logs, virus attacks and server downtime.
The result is complete reassurance and computer network defence.

Safer and more reliable. At lower cost

Fujitsu Remote System Management is significantly less costly than self-
management, yet usually results in much better IT availability, performance and
security.
Transferring skills and tools
If our customer's prefer, we can develop tools and processes for them, then transfer
the skills to their staff so that they can handle their own system security.

1.8 Desktop Managed Service

the technical quality of the Fujitsu team is exceptional.

- Mike Woodward, NavyStar Project Manager

A productivity hike for everyone in their organisation

Imagine perfect IT. No downtime, no delays, no printing, email or security problems.

In fact, nothing that gets in the way of getting the job done.

A forlorn hope with conventional desktops, as complexity and the information

avalanche combine to slow our customer's people down.

But when their desktop is managed by Fujitsu, there are far fewer problems.
Attachments attach. Printers print. Networks work and, on those rare occasions when
they dont, Fujitsu help desk agents fix the problem for good.

The result is a productivity improvement for every one of their IT users, fewer
personal and departmental to do lists. Reassurance that security standards are
being met in every domain.

Managing surprises
In Defence and National Security, surges in demand can come without warning
especially during a crisis. Fujitsu is ready with additional terminals or mobile
workstations and can quickly have extra people up and working.

Working (and walking) with users

Users are more productive when theyre kept in formed, so our User Awareness
Management system automatically advises of planned downtime. When new or
upgraded systems are installed, users are guided by Fujitsu floor walkers security
cleared IT experts who patrol our customer's offices, ready to train, answer questions
and problems on the spot

For more information please see; Project Home case study

1.9 Managed Service Desk

the Fujitsu helpdesk is invaluable.

- Major Anna-Lee Johnson, The officer Commanding of 9 Armoured Company

Risk-free support for users, lower costs for our customer

IT users in Defence and Security make special demands. Their hardware and
software problems are seldom unusual, the support they get must be totally secure.

If a help desk operator takes over a customer PC to fix a fault, they must be certain
she or he has appropriate security clearance .

And if a service desk provider has a known error database (a minimum requirement
for solving repeat problems), our customers need to be sure its on a secure system,
in a building protected from physical and electronic attack.

Its for these reasons that the MoD and many third party MoD suppliers specify
Fujitsu when they need secure user support.

List X help desks

Our help desks are at List X sites (we have four, nationwide) and our help desk
people are cleared to the appropriate level, from RESTRICTED to ABOVE SECRET,
and always with appropriately secure call management systems.

Better response, fewer problems

Security is vital, but so is quality of support. Fujitsus record in this area is
unmatched.

When our customers entrust their service desk to Fujitsu, service levels improve and
IT availability goes up along with user satisfaction.

The aim is always a first line call fix, and our training and remote control tools make
this the most likely outcome on every call.

Even greater user productivity and satisfaction are achieved by eliminating calls
altogether. If they choose our Sense and respond approach for their service desk,
our staff would work on the cause of every call, aiming to eliminate problems
permanently, thus reducing user contacts and ultimately, help desk manning costs.

Their desk is ours

We can set up a new service desk or take on our customer's existing system and
staff, at their premises or ours. In all cases, staff are carefully cleared as appropriate,
and then fully trained or re-trained on the customer system and to our standards.

For more information please see; Working with BT for the MoD in Germany case
study and Service Management and SPOCS fact sheet.

1.10 Software Support

the Fujitsu relationship works really well.

- Squadron Leader Phil Leighton, Logistics Support Centre

From the team that carried out One of the most challenging Oracle
implementations in the world.
Thats a quote from Oracle themselves, about our RASDA system for the RAF, which
has replicated databases at 20 sites across the world.

On a smaller scale perhaps, our software management teams can save our
customer time and money by managing their single applications, packaged products
or bespoke software.

We specialise in products from the major vendors, including Oracle, Meridio and
Microsoft and were trusted by organisations worldwide with mission critical software
and applications.

Effectiveness up
To improve effectiveness, we begin by making sure our customer's software
meets their needs. We understand the Defence and National Security context very
well and have long experience of secure environments and critical systems. With our
support, their own IT staff can focus on more valuable activities.

Costs down
Most organisations have too much software and too many licences. The cost of this
waste can run into millions so we analyse our customer's organisation and its
processes early on to male sure they benefit from any savings that can be made.

Theyll also save problem costs. Few organisations are able to quantify these, but the
effect of optimised, smooth running software soon shows in financial terms.

For more information please see; RASDA case study

1.11 Hardware Support and Secure Mobile Engineering

Fujitsu can be relied upon to deliver a wholly professional service, often

against extremely tight timelines.
- Major Barry Martin, SO2 Battlespace Operations

Over 80% first time fix anywhere on earth

Anyone can provide a break-fix service. Only Fujitsu, we content, can do it to a

consistent, secure standard in Whitehall or Cyprus, Germany or Africa, the Middle
East or in mid-Atlantic.

We have 60,000 service and support professionals worldwide, ready to support any
location or zone operation, any time of day, every day of the year.

Over 350 of our mobile engineers are security cleared and very familiar with critical
systems and military sites.

We support all IT products from mainframe and enterprise systems to PDAs and
VoIP hardware. We understand crypto requirements and well deal with satellite,
PABX and video conferencing equipment.
 As a large-scale hardware supplier, we have access to millions of pounds worth of
spares and specialised diagnostic tools. No matter who supplied them kit, our
engineers can look after it.

Repair or exchange
Our customers have a choice of maintenance options. Visiting engineer, low cost on-
site exchange by technical courier, full replacement for mobile hardware and
warranty enhancement services.
One call
Our single service desk speeds response and keeps users informed. Its also a useful
resource for their technical staff, who can call and report problems for logging and
ask for hardware support services.

From installation to end of life

As awareness of the through-life cost of assets grows, managing maintenance
expense and regimes become more important. We can provide a prodictably proced
service from initial commissioning and rollout to end of life care and disposal,
wherever and whenever you need it.

Maximum IT availability
Our approach means were always looking for ways to eliminate hardware failures or
reduce their impact. We constantly review our support processes, aimimng to reduce
the time it takes to respond to problems.

Our engineers aim for call reduction and preventative maintenance, understanding
why something has failed in order to stop it happening in the future.

For more information please see; Working with BT for the MoD in Germany case
study, Confidential Messaging Solutions datasheet and Secure Mobile Engineering
Services datasheet.

1.12 Secure Disk Destruction Service

Fujitsu have a strong understanding of our requirements and issues

- Mike Woodward, NavyStar Project Manager

Irrevocable destruction at all classification levels

Theres no room for doubt. When our customers need assurance that sensitive
material is irrevocably destroyed and unavailable to anyone, friend or foe, Fujitsu
offers a fully accredited service and at least ten years experience.

Theres a full audit trail:

Authorisation for destruction

Receipt of media by Fujitsu Services
Secure transportation to destruction site
Certificate of destruction
All media are totally destroyed in a furnace or by other approved methods, but the
scrap metal they yield is recycled. All processes meet MoD and UK government
standards and comply with WEEE (Waste Electrical & Electronic Equipment) disposal
standards.

Redundant IT equipment doesnt have to be disposed of, customers have three

options.

Let Fujitsu Services sell the equipment via our Approved Brokers, the revenue may
offset the costs in getting it ready for resale.

Let Fujitsu Services refurbish the equipment and store it in readiness for re-
deployment back to the customer.

Disposal, this may or may not include data wipe of PCs and laptops depending on
what the customer requirement is.

1.13 Encryption & Key Management Service

Fujitsu consistently rises to delivery timelines in a rapidly fluctuating

operational landscape.
- Squadron Leader Dave Forster, SO2 Battlespace Operations

Managing the cryptography that keeps our customers safe and operational

With 10 years experience of handling key materials, Fujitsu is now able to offer a
management service that maintains the effectiveness of our customer's access
controls while keeping their people and their operation productive.

Our service ensures that all keys and tokens are logged, renewed when agreed and
updated as security becomes more sophisticated.

When their staff lose or forget their access keys, our help desk follows an approved
challenge and response authentication procedure and, if approved, gets them back
to work with revalidated keys for future use.

All records are encrypted and help in one of our secure List X facilities, where
security cleared help desk staff are also located.

This vital management service is suitable for buildings, systems and even secure
laptops and PDAs. Additional services include remote destruction of portable
equipment that has been stolen or otherwise compromised.

Fujitsus security record is 100% over the last decade and all procedures are
Communications and Electronic Security Group (CESG) mandated.
1.14 Software Licensing

Fujitsu showed great flexibility and willingness to meet quite tight deadlines.
- Fiona Graph, Head of FCONet, Corporate Communication Group

Keeping our customer current, compliant and cost effective

Most organisations have a tangle of software suppliers with different prices for
multiple products. Usually, this means they pay too much or their licences while still
being at risk of non-compliance, simply through missed changes or overlooked usage
limits.

Our team of specialists is dedicated to software licensing. We work with industry

specialists to provide a single, central ordering and management point for our
customer's organisation.

If required, a full audit can first be carried out to check their licence status and
recommend cancellations or renew purchase when appropriate.

We offer advice and guidance on major software vendors products and make
recommendations on future procurement if required.

We can also operate their licence register if they wish, making sure that all products
are accounted for and ensuring they get value for money by re-allocating licences
when jobs change or posts become vacant.