Managed Services
Introducing Toshiba’s Managed Services Program
We have developed a co-ordinated, integrated and managed suite of services that is focused
on providing solutions and greater business value across all stages of the notebook lifecycle.
We understand that the total cost of ownership for any hardware investment must take into
account all the lifecycle stages, from planning and procurement through to configuration,
deployment, support and management.
Toshiba’s Managed Services are focused on the delivery of tangible benefits:
» Lower total cost of ownership.
» Better return on investment.
» Greater productivity and efficiency.
» Better visibility, transparency and accountability.
» Centralised management of all lifecycle stages.
Toshiba’s Managed Services connect with each stage of the notebook lifecycle. The benefits are clear.
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| Planning & Procurement |
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| Configuration |
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| Deployment |
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| Support & Management |
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| Retirement Efficient, secure and responsible |
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Business Objective: Alignment of Business and IT Strategy
Procurement of IT assets relies heavily on having the right business and technical processes set up,
and a strong relationship with your headware vendor. In practise, achieving this can present
significant challenges. Through our Managed Services Program, Toshiba is able to directly provide
a customerfocused, comprehensive, co-ordinated and a controlled approach to planning and procurement.
The benefits of our approach include:
» Better match of current technology to the customer’s IT strategy.
» Clearer alignment between developing needs and future technology transitions.
» Capability for electronic procurement and ordering.
» Improved compatibility, availability and co-ordination.
» Greater control, less complexity and less risk.
» Centralised management and reporting of all procurement activity.
Toshiba can provide technical, logistical and supply planning and advice to facilitate the setup of the procurement process and to enhance compatibility and stability, ensure availability and co-ordinate activity when new products are introduced into the workplace.
Toshiba can provide regular updates of product features and roadmaps to enhance the product evaluation and certification process and to provide a smoother product transition.
Toshiba can provide direct procurement, electronic procurement and ordering, direct engagement and the services of a direct and dedicated Account Management team. This will be centrally managed by your Toshiba Business Development Manager in conjunction with Toshiba’s Managed Services team.
Toshiba can provide a Business Development Manager and a Project Manager who will work together with your team to plan, co-ordinate and manage the procurement process and overall business relationship.
Toshiba can provide project management and documentation of the entire lifecycle, from procurement, configuration, deployment, service and management through to retirement. Our approach is based on industry best practices identified by methodologies and frameworks in Project Management and IT Service Management such as PMBOK and ITIL, and through our collective experience in the provision of IT hardware and services to major corporations, governments and educational institutions.
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Business Objective: Fulfillment of Customer and Product Requirements
Consistent and efficient configuration of IT assets relies heavily on having the right business and
technical processes and a strong technical understanding. However, achieving this can present
significant challenges. Through our Managed Services Program, Toshiba is able to directly provide
a customer focused, comprehensive, co-ordinated and controlled approach to configuration.
The benefits of our approach include:
» Ability to custom configure to forecast so that we can expedite fulfillment and delivery.
» Efficient identification, management and reporting of IT assets.
» Quality development and efficient deployment of SOE image.
» Technical expertise, efficient customisation and detailed testing.
» Greater control, less complexity and less risk.
» Centralised management and reporting of all configuration activity.
Asset Services
The identification and the application of a consistent set of IT security controls and policies is important. However, the logistics of implementing this after delivery can present significant challenges. Toshiba’s Asset Services are specifically targeted at addressing these.
Undertaken prior to shipment by the Toshiba Configuration Centre. Includes the physical attachment of generic or customer specific identification and asset tag labels on an agreed location on Toshiba notebooks.
Includes customised configuration and/or changes (additions or removals) to the asset tag information that will be electronically embedded in Toshiba notebooks.
Includes the management of IT asset Information on Toshiba notebooks.
Includes the regular compilation and reporting of IT Asset Information on Toshiba notebooks.
Image Services
The development of a secure, stable, scalable and specific computing platform is critical. However, the development and deployment of a Customer Standard Operating Environment often presents significant challenges. Toshiba’s Image Services are specifically targeted at addressing these.
Includes customised loading of an approved Customer Standard Operating Environment (SOE) on the notebook hard disk drive.
Includes customised development of an SOE and the creation of SOE media and documentation. The SOE image can be specifically designed for remote deployment within and outside the enterprise network.
Includes customised modification of an SOE and the creation of updated SOE media and documentation.
Customisation Services
In today’s complex technical environment, a focus on consistency, stability and performance is essential if you want to improve organisational productivity and efficiency. However, the customisation of a standard operating environment can present significant challenges. Toshiba’s customisation and testing services are specifically targeted at addressing these.
This service includes customised configuration and installation for either the default or specific BIOS levels and settings. This can include the setup of customised BIOS level passwords, Boot Order Sequence and the enabling/disabling of specific BIOS settings.
This service includes any customised configuration and installation for either the default or a specific driver level and settings.
This service covers the customised configuration and installation/removal of Toshiba hardware and third party accessories, including the addition of memory modules and the exchange of compatible hardware components.
This service includes customised configuration and installation for Toshiba software and third party applications.
Testing Services
A focus on consistency, stability and performance is essential to ensuring security, compatibility and productivity in the computing environment. However, achieving this can present significant challenges. Toshiba’s Testing Services are specifically targeted at addressing these.
Includes testing of the default or specific BIOS versions and/or settings.
Includes testing of the default or a specific Driver versions and/or settings.
This service includes additional testing of the standard or customised Toshiba hardware configuration. Toshiba can also work in conjunction with customers and their appointed business partners to provide Hardware Compatibility and Certification Testing.
This service includes additional testing of the standard or customised Toshiba proprietary and bundled software installation. Toshiba can also work in conjunction with customers and their appointed business partners to provide Software Compatibility and Certification Testing.
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Business Objective:
The Smooth Introduction of
IT Assets Into the Customer Environment
Responsiveness, availability and fast, smooth deployment of IT assets are now more important than ever.
However, achieving this can present significant challenges. Through our Managed Services Program,
Toshiba can directly provide a customer-focused, comprehensive, co-ordinated and controlled approach
to deployment.
The benefits of our approach include:
» Better availability, security and faster delivery.
» Faster and smoother deployment.
» Greater technical expertise and less complexity.
» Greater control, less complexity and less risk.
» Greater control, less complexity and less risk.
» Centralised management and reporting of all deployment activity.
The secure storage of notebooks and accessories which have been purchased but are not yet ready to be delivered or deployed in our ISO 14001 certified National Distribution Centre.
The direct delivery of a purchase order to the end-user throughout Australia. Direct delivery can be provided within a 3 business day turn-around to metropolitan areas within Australia and New Zealand. The Toshiba National Distribution centre can ship in excess of 10,000 notebooks per day.
The ability to directly invoice the customer, other business partners or third party leasing companies. Online management of invoices can also be set up to provide 24x7 convenience.
The onsite unpacking and setup of Toshiba notebooks so they are ready for use in your environment. This service can also include the setup or installation of hardware or software, and the backup and transfer of data.
The provision of end-user training or technical and troubleshooting training for service and support personnel.
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Business objective:
Maximising Day-To-Day Operation
and Management of IT Assets
Excellence in service delivery, responsiveness, availability, return to service,
performance and service management are now more important than ever. However,
achieving this can present significant challenges. Through our Managed Services Program,
Toshiba is able to directly provide a customer-focused, responsive, proficient and
responsible approach to service and management.
The benefits of our approach include:
» Integrated incident and problem management.
» Faster resolution and return-to-service.
» Superior technical expertise and experience.
» Centralised management and reporting of all service support and service management.
Service and Support
Maximising the productivity of IT assets is essential. However, achieving this can present significant challenges. Toshiba’s service and support system is specifically targeted at addressing this.
Toshiba is able to directly provide locally based Telephone Technical Support (1st Level technical assistance) between the hours of 7am to 7pm Australian Eastern Standard Time (excluding national public holidays).
Toshiba is able to directly provide return-to-base, onsite, warranty and non-warranty service through its network of Toshiba owned and operated MobileCare Service Centres and our network of Toshiba Authorised Service Providers. There are Toshiba MobileCare Centres in Sydney, Melbourne, Brisbane, Gold Coast, Canberra, Perth, Adelaide, Auckland and Wellington. Service requests may be placed via the Toshiba Service & Support site, email and telephone. Further details can be found at www.toshibamobilecare.com.au
Toshiba is able to directly provide locally based Technical Specialist (3rd Level) support for the handling of escalated support and service incidents, software-image development and deployment, and technical training.
This is an extension of our Service and Support offerings and includes the provision of regular change and service level reporting, close customer engagement, and any project/change management that may be required to facilitate the smooth transition of service responsibilities to Toshiba service and support teams.
Spare Parts
Support for our notebooks extends to holding a significant national stockpile of spare parts.
This speeds up repairs and service turnaround times. It also supports our in-country
component-level repair facility.
>> The stockpile has the ability to ship nationally within 24 hours to customers and our other service centres.
>> The Sydney MobileCare centre is located next to the spare parts stockpile, further streamlining service turnaround times.
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Business Objective:
Efficient, Secure and
Responsible Retirement of IT Assets
In today’s business environment, a focus on security, efficiency, productivity, compliance and
corporate social responsibility is essential in maintaining a competitive advantage and establishing industry leadership as a responsible corporate citizen. Excellence in responsible retirement of IT
assets is more important than ever in achieving these objectives. Through our Managed Services Program, Toshiba is able to directly provide a customer-focused, responsive, proficient and responsible approach to retirement.
The benefits of our approach include:
» Efficient decommissioning.
» Greater data security.
» Enhanced compliance and chain of custody.
» Centralised management and reporting of all service support and service management.
» Greater visibility.
» Environmental leadership.
» Centralised management and reporting of retirement activities.
Decommissioning
When the time comes for IT assets to be decommissioned, Toshiba can provide logistical co-ordination and management to ensure the process is undertaken in an efficient, secure and controlled manner.
Toshiba is able to directly provide locally based Telephone Technical Support (1st Level technical assistance) between the hours of 7am to 7pm Australian Eastern Standard Time (excluding national public holidays).
Toshiba can undertake all necessary work to restore units back to their original configuration and specifications as well as carrying out any service repairs that may be required.
Toshiba understands the importance of data security. We can offer physical destruction of hard drives, data removal services compliant to US Department of Defence standards, a secure chain of custody for the removal and transport of sensitive data back to our facility, and certificates of data destruction.
All activities undertaken during decommissioning can be reported on by Toshiba. This provides greater visibility and ease of management for the entire PC lifecycle.
Disposal
When the time comes for IT assets to be disposed of, Toshiba can provide logistical co-ordination and management to ensure the process is undertaken in an efficient, controlled, responsible and environmentally friendly manner.
Toshiba is committed to the environment. This can be evidenced through the attainment of ISO14001 certification and demonstrated through our recycling capabilities and a strong partnership with computer recycling experts.
Toshiba can provide assistance in the resale of retired or refurbished units.
Toshiba can provide assistance to co-ordinate and manage the disposal of retired units in an efficient, controlled, secure and environmentally friendly manner.
All activities undertaken during disposal can be reported on by Toshiba. This provides greater visibility and ease of management for the entire PC lifecycle.
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Logistics and
Warehouse Capabilities
In 2006, we boosted our ability to provide best-in-class service by moving into a purpose-built distribution centre. This new facility provides 6,500m2 of warehouse space and is equipped with the latest logistics technology. As a result, we can service the demands of the largest notebook users in the country.
The new facility offers:
» Deep stock holdings due to significant additional storage space.
» Fast order turnaround times. 5 loading docks mean that orders received by 3pm can be shipped that day.
» The ability to ship very large orders within narrow time frames - up to 10,000 notebooks per day.
» The 1200m2 receiving and shipping area streamlines product flow, speeds up turnaround and facilitates fast order-filling.
» Better incoming and outgoing access to airport, seaport and arterial routes speeds up delivery to customers.
» The Sydney MobileCare service, configuration and repair facility is located within the complex and occupies another 1000m squared.
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