Fujitsu Brochure Service Now
User Manual: Fujitsu
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Say hello to our Enterprise Changing Service
Management Solutions
ESM
a Fujitsu company
Free your
business to do
more business
1
Fujitsu are helping organisations around the world
accelerate their digital journey with condence
and less risk – helping them reap the benets of
end-to-end digital transformation.
Service Management evolution is a key piece of this
digital jigsaw. Inefcient processes and duplicated
efforts are a major cause of reduced productivity and
cost inefciencies in organisations big and small
– not to mention dissatisfaction and frustration it
causes for employees, customers and vendors.
We believe there’s a better way.
Our Service Management solutions combine the
power of ServiceNow with Fujitsu’s 20+ years of
delivering service excellence. Together with
ServiceNow we streamline service management
processes across the enterprise. So your people are
free to focus on doing more of what they do best.
Free your business to do more business.
Service Excellence
Reinvented
2
Organisations continue to look at public Cloud
platforms to migrate their applications workload to,
with back ofce operations a key target area.
Enterprise Service Management
with ServiceNow
We are committed to supporting the ecosystem of 3rd party Cloud platforms, with ServiceNow being
a strategic focus. In leveraging these platforms, we can provide an increasingly comprehensive range
of services including Cloud integration via the RunMyProcess process automation platform, business
change consulting and Smart Analytics. Migrating Service Management to a Cloud based platform not
just enables a much improved and integrated service delivery, but a substantially better ROI as well.
Legacy systems can be retired, and a true, utility scalable and exible opex model can be put in place.
IT
Improving service, driving efciency and
controlling operational costs are key drivers
for any IT department.
What if you could:
Have a single system of record across your
IT department?
Have integrated processes and automate?
Improve management information?
Reduce incident lifecycle, improve the
change process, manage assets and
business services using one platform?
Improve user experience through chat
functionality and collaborative working?
This is ITSM through ServiceNow.
Field Services
Poorly delivered eld services result in low
customer satisfaction and reputation issues,
whilst adding cost and complexity to your
business.
What if you could:
Match technician skills, geographic territory
assignments, and available inventory to
ensure xes are made rst time?
Monitor eld service technician
performance and analyse how to improve
productivity in theeld?
Enhance customer satisfaction and loyalty
through excellent eld services?
This is ServiceNow Field Service
Management.
HR
First impressions count, and when
organisations hire new staff the rst day
is all important.
What if you could:
Fill in a single form regarding a new hire
and relevant teams can access it via a
single source of truth?
Ensure everyone knows the process and can
follow it easily and the new hire sees it as a
seamless experience?
Have IT, HR, Facilities, Security etc.
coordinated when a new hire arrives,
creating a great rst impression through
seamless on-boarding process?
All this and more can be delivered via the
ServiceNow HR Service Management portal.
Facilities
What if you could:
Have a safe working environment where
issues are resolved quickly?
Empower facilities staff to know work
schedules and maintenance in your estate?
Proactively respond to incidents?
Enable end users to monitor and track
tickets through a single source of truth?
This is the ServiceNow Facilities portal.
Service Transformation: Illustrative Scenarios
Cloud
platform
Cloud
integration
Smart
Analytics
Business
change
consulting
3
Challenge
Existing ITSM tool had limited functionality and was
unable to support new requirements. In the middle of the
project, the company that staffs their service desk offshore
was changed.
Solution
‘Big Bang’ migration to a modern, state-of-the-art ServiceNow
platform supporting 35,000 end users, 2,500 IS users, & 350
resolver groups – the largest implementation of ServiceNow
across Europe at the time. ‘Lift and shift’ of conguration,
incident, problem and change management along with
service request.
Benets
Saved 400 person hours in a few months by automating
50% of fullment rate.
“The real test was Monday
morning, when we usually
see a 30% hike in service
desk volume, and even then
we had no issues – literally
we had no issues.”
Client
»
CASE STUDY
UK Utilities Company: ITSM Transformation
Challenge
Legacy Systems & Services not integrated. High cost to
maintain and operate. Limited functionality and unable
to support new requirement. Demanding timeframe for
migration.
Solution
Implementation managed to rst support existing processes,
and then add new functionality along a dened improvement
roadmap. Additional functionality included self-service
portal, orchestration and workow management. All delivered
in parallel. One of the largest global implementations of
ServiceNow - 110,000 end users, 15,000 IS users, & 350
resolver groups.
Benets
One strategic platform across the organisation. Reduced time
to full requests. Increased ROI, with other major projects
using the platform.
“Our business proposal
detailed many areas that,
by implementing ServiceNow
would be signicantly
improving the way we do
business and support the
bank’s transformation
programme. Change requests
currently take 7 hours,
we expect a reduction
to under 30 mins.”
Client
»
CASE STUDY
Global Financial Services Company: Service Transition and Transformation
4
5
Fujitsu provides the end-to-end ServiceNow
solution, from consultancy services to support.
Your ServiceNow
Lifecycle Partner
We are one of the only full lifecycle ServiceNow partners in EMEA, taking organisations
from consultancy to help you build your ServiceNow project to supporting your organisation
as ServiceNow becomes business-as-usual.
A leading end-to-end ServiceNow partner in Europe delivering consultancy,
implementation, support and training.
Projects delivered across a range of verticals: Consulting, Education, Health,
Finance, IT & Telecoms, Manufacturing, NGOs, Public Sector, Retail and Transport.
ServiceNow Full Lifecycle Partner
AUTHORIZED SUPPORT PARTNER
Trained and certied ServiceNow support
AUTHORIZED TRAINING PARTNER
Certied ServiceNow trainers,
ITIL accredited trainers
GLOBAL DELIVERY CENTER
Application Management, Managed Services,
Support, Off-site implementation
BUSINESS CONSULTING
Strategy, Business Change,
Business Process Optimisation
SERVICENOW CERTIFIED RESELLER AND
IMPLEMENTATION PARTNER
Trained and certied sales, trained and
certied consultants, 500+ implementations
DESIGN & DEVELOPMENT
Custom application development,
Symfoni Value Improving Practice
FUJITSU SERVICENOW SOLUTIONS
Symfoni WE, Fujitsu TRIOLE
ServiceNow
6
Our Gold level sales partnership with ServiceNow
means our customers have a choice of solutions
to best suit their organisation’s needs - both now,
and in a scalable way for the future.
Fujitsu provides end-to-end implementation services with consultancy, integration services, service
orchestration, stakeholder communication, training and support. We can provide off-the-shelf or
customised ServiceNow instances, ensuring your organisation gets the conguration you need.
Five Ways of Accessing
ServiceNow
ServiceNow
Managed
Service
Provder
Public Sector
Frameworks
Direct
resell
ServceNow
Express
Symfoni
WE
TRIOLE
for
ServiceNow
A Managed Service Provider (MSP) solution where we manage and operate the ServiceNow
platform on your behalf. We look after everything end-to-end including integration services,
stakeholder communication, training and support.
Fujitsu ServiceNow Solutions:
TRIOLE for ServiceNow: TRIOLE is Fujitsu’s best practise offering where solutions are built using
rigorously pre-tested standardised building blocks, allowing for fast implementation. We have
used this approach to develop TRIOLE for ServiceNow a Service Desk application build on
ServiceNow technology. TRIOLE for ServiceNow is used in our global service desks and provides
our customers with a consistent service desk experience no matter where they are in the world.
This can be delivered to you as a Managed Service or as a blueprinted solution, depending on
your organisation’s size and requirements.
Symfoni WE: Symfoni WE closes gaps in the service delivery value chain. Based on ServiceNow,
this set of applications is built to rationalise all processes and procedures by automation.
Through the Symfoni WE support portal (based on ITSM best practice) you can automate and
control your delivery services; optimise your nancial administration; ease KPI control and
management reports and increase overview of skills and training.
ServiceNow Express: Fujitsu is accredited to sell and implement ServiceNow Express. This is a
highly standardised solution that can be rapidly deployed with process templates and denitions,
as well as minimum conguration and customisation requirements.
ServiceNow licences and services can be procured from Fujitsu through Public Sector frameworks,
for example G Cloud in the UK and SMALS in Belgium.
Direct Resell, enabling you to have one point of contact for all your ServiceNow needs.
7
Challenge
Outdated IT Service Management solution, and no system
that supported Service Management processes for the
rest of the organisation.
Integration across entire organisation needed, including
functions like HR, accounting, administration and
operations required. User friendliness, simple to upgrade
and scalability were important.
Solution
Fast implementation with 80% of processes up and
running at once, rather than one-by-one.
The ServiceNow platform handles all incoming enquiries,
with management reports improving control and quality.
All incoming phone calls automatically generate a new
ticket and they have a self-service portal for enrolment of
requests from the website and the Intranet.
Will be scaled to cover self service portal for store based
inventory ordering.
Result
A whole new level of support for business and operations
throughout the retail organisation. Client is highly
satised with the exibility of the new solution and the
ease of upgrades and changes as the company evolves.
Reports are easily accessible and they save time
and increase efciency by using templates, like the
standardised feedback.
The customer estimates that, as well as the new structure
of the organisation, this has saved them between
€220,000 - €440,000 per year.
“The main reasons for choosing Symfoni ESM were
the understanding of Co-op’s business needs,
Symfoni’s documented expertise in the ESM area
and the implementation methodology.”
Client
»
CASE STUDY
Norway Retailer – Symfoni ESM Customer Story
Why Fujitsu?
8
Over Almost
of ITSM
experience
8,000
service desk
agents, supporting
2,700 Managed
Service Desk Customers
globally with over
30 million end user
contacts per year.
Over 4.5 million
users on our
globally operated
shared Service
Desks
Multi-lingual support
(+30 languages) across
5 Global Service Desk
Centres worldwide
(Portugal, Poland, Costa
Rica, Malaysia and
the Philippines).
Support services
to a range
of customers
ranging in size
from 40 to
14,000 users
7 years 20+ years
trained
consultants
worldwide...
in EMEIA
including
Symfoni ESM
Delivered over
400 ServiceNow
implementations
across Europe
ServiceNow
Partner for
Building on
of Service
Excellence
300 200
20+ years
7
Over
$2bn.
of business
supported using
ServiceNow in
ITSM, Field Service
and HR, securely
underpinned with
Edge Encryption.
Local service
desks providing
24/7
access
and support to
customers in over
160 countries.
We believe in the value
of ServiceNow
so much so that we are
implementing it across
our own organisation
– from ITSM to Field
Services to HR,
we are living
ServiceNow.
Customers have
seen an average
ROI on ServiceNow
projects of
449% with an
average payback
period of 7.4 months.
Leader in
Gartner Magic
Quadrant,
End User
Outsourcing
Services in
Europe.
Agile SaaS
delivery model
for rapid
implementation
- within weeks
- and quick
realisation of
benets.
Our understanding of
how ServiceNow works,
through our own use,
is one of the reasons
that our Net Promoter
“Likely to Recommend”
score is 9.0, something
we are very proud of.
More than 10 years
of delivering global
SaaS implementations
- with self-service
models with dened
workows driving
service excellence.
9
FUJITSU
While there are lots and lots of reasons to choose us for a ServiceNow
project, the most important ones reside inside your organisation -
your people. Service and process inefciencies are a proven drain on
people’s time and emotional energy, and consequently on business
productivity and creativity.
So, free your business to do more business.
Take the next step with us. Contact us on:
E-mail: servicenow@uk.fujitsu.com
Telephone: +44 (0) 1235 79 7711 quoting reference 3650
@fujitsu_global
@fujitsu_now
#EnablingDigital
www.fujitsu.com/global/services/application-services/
saas/servicenow/
© FUJITSU 2017. All rights reserved. FUJITSU and FUJITSU logo are trademarks of Fujitsu Limited registered
in many jurisdictions worldwide. Other product, service and company names mentioned herein may be
trademarks of Fujitsu or other companies. This document is current as of the initial date of publication
and subject to be changed by Fujitsu without notice. This material is provided for information purposes
only and Fujitsu assumes no liability related to its use.
