Fujitsu Delivering Service Insight and Excellence Across the Enterprise

0 Copyright 2016 FUJITSU

Fujitsu Forum 2016

#FujitsuForum


Fujitsu delivering service insight and excellence across the enterprise

Nerys Mutlow

Head of SaaS UK & CTO SaaS, EMEIA

James Walters

Lead SaaS Pre-Sales Consultant, EMEIA


What is Service Management?

HR Finance IT service desk


Is this a familiar scene? A new joiner

No visibility of progress of requests related to on-boarding

Lack of clear and standardized processes to adhere to

Time consuming coordination activities amongst HR, IT, Facilities, Security, Hiring Manager & New Hire

Delays to on-boarding and requirement fulfilment timelines

Increased volumes of escalations on the services

Lack of ability to match supply to demand

CHA

LLEN

GES

Impact on the initial perception of the new hire due to induction experience

In-ability to forecast the demand on service

IMPA

CT

Accessing multiple systems in order to on-board new employees


What if you could..?

Fill in a single form regarding a new hire…

Everyone knows the process and can follow it easily

… creating a great first impression through seamless on-boarding process

… and relevant teams can access it via a single source of truth

… and the new hire sees it as a seamless experience

Have IT, HR, Facilities, Security etc. coordinated when a new hire arrives…


ServiceNow – Making work life more life like


Free your business to do more business


Automating employee onboarding - Benefits

Increased employee satisfaction & productivity

Increased employee productivity through 24x7 HR portal and process automation

Improved quality of service e.g. reduced SLA from >5 days to <2 days

Increasing reuse through recycling assets during the leavers process to 90%

Reduced HR fulfilment time to on-board joiners by over 55%

Actionable real time information

Improved knowledge and asset management

Decreased number of complaints & escalations on service

Reduction in operational and service costs

Reduced employee turn over

Modern, personalized employee experience


Is this a familiar scene? Reactive IT operations

CHA

LLEN

GES

IM

PACT

Inability to monitor and manage capacity effectively

Inability to forecast demand and impact on service

Impact on service availability and business activities

Investment in excess capacity to reduce risk

Unforeseen disruption to service and business

Unable to link infrastructure to business services

Increased time to implement a business critical change request

Poor perception of IT service by customers

Inability to automatically plan maintenance to prevent outages


What if you could..?

Predict when you may suffer capacity issues …

Know what is on a server and which has an active incident and change request….

Prevent your customers ever experiencing an outage due to unforeseen capacity issues

… and plan activities with minimal intervention

… empower your staff to action the fix


Proactive Maintenance - Benefits

Reducing likelihood of major incident through insightful and automated actions

Real time visibility of progress of changes

Minimise investment cost in spare capacity

Decrease risk of revenue loss associated with outage

Reduced staff time spent on activities required to implement

Decreasing risk in making uninformed incorrect changes

Minimises risk of disruption to business activities & services

Reduced reputational & operational risk on the organization

Consistent user / customer experience

Improved quality of service and service continuity

Rapid assessment & implementation of a change request


Fujitsu and ServiceNow


Free your business to do more business

SERVICENOW CERTIFIED RESELLER AND IMPLEMENTATION PARTNER

Trained and certified sales, trained and certified

consultants, 400+ implementations

BUSINESS CONSULTING

Strategy, Business Change,

Business Process Optimalization

DESIGN & DEVELOPMENT SERVICES

Custom application development, Symfoni Value

Improving Practice

FUJITSU SERVICENOW SOLUTIONS

Symfoni WE, Fujitsu TRIOLE

GLOBAL DELIVERY CENTER

Application Management, Managed Services,

Support, Off-site implementation

AUTHORIZED SUPPORT PARTNER

Trained and certified ServiceNow support

AUTHORIZED TRAINING PARTNER

Certified ServiceNow trainers,

ITIL accredited trainers


Interested?

Book a 1 day ServiceNow Value Assessment with us

Talk to us here! Visit our demo in the HyperConnected Zone

Contact: [email protected] / @nerysmutlow

Contact: [email protected] / @walters_82


Technology

Fujitsu Delivering Service Insight and Excellence Across the Enterprise