Maximizing
what’s possible
with Fujitsu
and ServiceNowFrom complex processes
to effortless experiences

To succeed today, organizations need to be able to create experiences that supportand inspire both employees and customers and they need to do so in a fast-paced
environment, where the one constant is change.

Digital technology was already allowing challengers to disrupt markets
and grow the expectations of customers. The pandemic accelerated
trends such as the shift to remote working, as organizations took steps
to keep their people safe. The aim is now clear. To thrive, organizations
will need to become more efficient and more agile than ever – to stayresilient, whatever the future brings.
But what’s standing in the way? For many, it’s the disjointed systems,
built up over time, which create complexity at every turn. It’s the poor
processes that let inefficiency creep into everything from day-to-day
operations to supporting your customers. The silos that get in the way ofcreating a single view across the organization to make effective decisions.
We have the experience and expertise to cut through the complexity
and create solutions that meet your organization’s needs. We combine
our knowledge of ServiceNow and your business to help you to integrate
systems and data, create smart digital workflows, deliver multi-channel
options, or even develop low-code apps for your employees on the go.

22

To get the best out of ServiceNow, though, you needmore than expertise in the Now Platform. You need thestrategic vision to define your goals and design the rightsolution. You need the technical know-how to integrate
the diverse systems that make your workflow efficientand your actions automated. You also need personalized
support to get the best out of your solution tomorrow aswell as today.

We can help you with the big picture and the small details, so you see
value from your investment sooner. You can trust in our advice because
it is grounded in our track record of successfully deploying ServiceNowfor organizations like yours around the world.
And with our full range of support services, you can use ServiceNow to
become a more responsive organization. One with the insight to makebetter decisions and provide the digital processes to give your people
and your customers the best experiences.

The result – you can do things better andfaster and adapt them more easily.
3What do you
want to achieve?

You might have been using ServiceNow to support IT for a while but wantto get the most out of your investment.

Perhaps, you want to explore its other capabilities? Or are you looking
to create a better employee and customer experience? The kind thatwill elevate your organization and reduce cost. Maybe you’re looking tostreamline business operations and increase revenue through a differentiatedengagement with your customers?
More and more of our customers are coming to understand that ServiceNow
can deliver these goals. It is more than just a service management platform;
it can really differentiate how your business can provide value.
Here are some common challenges we hear from the organizations wework with.

4

1
Maximizing value from your ServiceNow investment
To make the most of your ServiceNow investment, you need the people who can matchits ever-evolving capabilities with your organization’s needs But it can be hard to findand retain people with the right skill-sets and manage new projects at the same time as
supporting your current services
We have the skills to embed ServiceNow effectively in your organization. We look beyond
the technical and focus on what is needed to achieve the outcomes you want. We startby understanding the “why” and “what”; putting our consultancy expertise into practice.
Then, we provide unbiased technical and industry-specific guidance, enabled by effective
business change. We use our wide-ranging expertise across technologies and platforms to
implement, integrate and transform.
If you are looking for a business outcome that extends what you’re currently able to do in
the platform, our own ready-to-go solutions, or those from our partner network, can add
value to projects quickly. And at the same time, we’re just as comfortable tackling yourmost complex requirements to reengineer processes that underpin your business. Or, if
you prefer, we can simply help you optimize your use of ServiceNow while you look to the
future.
Once in place, it’s also key to know that your ServiceNow platform will continue to deliver
value. We can ensure your platform is always up-to-date, secure and optimized throughour range of scalable managed services.

52Creating a digitally-optimized enterprise with the
Now Platform
The continuing pressure to reduce costs while improving employee
engagement is not new. But the speed at which you need to deliver it is.
And the complexity of doing so has also increased. Think of the newplatforms, with their siloed toolsets, which create data gaps. The pressure
to automate operations to free up people across your organization. The
demand for insights when your data is not connected. The need to predictand prevent failures, and a workforce who just want the tools to do theirjob better. It is hard to get it right.
We’ll show you how to reimagine ServiceNow as the platform to inspire
every part of your business, by bringing together the information from all
your systems, to create a single source of truth. From there, we can help
you automate operations, connect your data to create insights andstreamline workflows. You can deliver a personalized support experiencefor your employees, giving them access to the relevant data they need tomake a difference. There’s no more duplication of work or gaps in
information, so you can start making better and quicker decisions. We caneven help you use the Now platform to create your own low- or no-code
apps to help your people work smarter and digitize your business.
In this way, Fujitsu and ServiceNow truly transform how you work.

6

6

3
Creating connecteddigital workflows
One of the key ways that organizations
can differentiate themselves today is bygiving their employees and customers asuperior experience. In order to do so,they need to digitize their processes andlook for ways to improve them throughautomation. This can help to reduce costs
and grow revenue.
We can help you to achieve the connecteddigital workflows that make you stand out.

IT workflows

IT workflows – scale and connect IT service andoperations while reducing costs
IT leaders have been at the heart of their organizations’ responses
to our unpredictable times – helping them to adapt and become
more resilient.
Now, there’s the opportunity to build on this new-found agility andtransform how your organization operates. But to do so, you need toovercome the mix of legacy systems, cloud platforms and enterpriseapplications – many with their own management ecosystem – thatcomplicates managing your estate.
We can help you to use ServiceNow to make the complex simple.
With deep knowledge across the technical landscape, we are ideallyplaced to streamline operations across your whole enterprise. So, youhave the visibility you need to manage your IT estate effectively.
With our support, you can automate repetitive tasks, reveal the insights
to predict and prevent issues, identify and mitigate risks, and eradicate
waste. And by combining our security expertise with ServiceNow, you
can keep your data and your systems safe.
There is now more pressure than ever on IT to deliver the experiences
employees are used to as consumers. We understand how to designand deliver services and processes that feel faultless, so your people
are free to focus on adding value where it matters.

7

Employee workflows

Employee workflows – create consumer‑style
experiences that span across internal silos
The more engaged your staff are, the more productive and creative
they will be. This is why creating better experiences for your employees
is so important.
With streamlined processes and connected services, you can adopt
new ways of working and support different working styles, whilesafeguarding the wellbeing of your people. And by automating
mundane tasks, you free their time to focus on work that is more
fulfilling. From making the right first impression during theonboarding process, to celebrating career milestones, to supportingyour teams in their daily work, engagement should be consistent,easy and efficient. Your employees want support when, where andhow they need it. And not just from IT; from every part of yourorganization, back office to front. We can help you to deliver
experiences that drive engagement at every stage.
At Fujitsu, we are market leaders in developing and supporting
modern workspaces. Our vision of the Work Life Shift helps
organizations to create a more resilient and adaptive workforce.
Removing barriers and supporting new ways of working will enable
your people to stay connected wherever they are, both throughtechnology and by embedding cultural change.
By combining our human-centric approach with our technicalunderstanding of ServiceNow, we can make sure your people havewhat they need, when they need it. So, everything feels effortless– no matter how many departments are involved.

The result is the basis for a secure, productive and engaged workforce.

88

Customer workflows

Customer workflows – create experiences thatdrive loyalty
For an organization to thrive today, it needs to create the great
experiences that customers are looking for. Meeting their expectationsof quick and efficient interactions that are easy and intuitive.
Behind the scenes, this means automated workflows, timely notifications,choice of support channels and always-available services. But that’s only
possible when you connect processes and teams across your business,and if you empower your people to deliver exceptional service.
We help you connect the dots between siloed systems, information andteams to drive efficiencies in your operations, digitize your processes andcreate insights. We start by taking the time to understand your business,calling on our sector experts, so we can create the customer solutions
that create better, faster experiences.
This might mean using AI to automate your response to the most common
questions. It might mean helping customers to help themselves, throughself-service. It could be the omni-channel service that lets customers
interact with you the way that they prefer. Or, it could mean tracking
orders so you can get deliveries back on track before the customer evenknows there’s a problem. Whatever solution’s right for your business,
we’ll help you create experiences that keep customers coming back.

9

Achieve best practicein your industry

RetailManufacturing

Financial services

Public sector

It’s been a time of great disruption across sectors. From moving to a distributed
workforce, virtually overnight, to coping with the closures and reopening ofpremises, the pandemic has tested everyone. However, recent events have also
shown us how organizations are able to adapt at pace.
To create the digital experiences that make a difference, you need both industry
and technical expertise. That’s Fujitsu. Our industry experts have worked in yourmarket so they understand common challenges and how to get results. Our teams
understand your business so they can suggest solutions that help you do more.
It means you can work closely with specialists who speak your language – to get
to more effective solutions. By aligning this industry insight with our technicalability, we can give you clear strategic advice, and turn it into a practical solution
through ServiceNow.

10

Retail

Achieve joined-up processes
and seamless experiences
From the office, to the shop floor, to thewarehouse, we can help you to integrate
your systems, processes, and people. This
makes it possible to enhance the efficiencyof your operations. But it also frees you toempower every employee with the dataand insights to make fast decisions – in the
moments that matter.
By delivering a connected retail experience,
you can create the experiences that build aloyal customer base.

»The project timescale was significantly
reduced, and Fujitsu was capableof understanding the requirements
and ensuring efficient, rapid andsuccessful implementation within acomplex context.«
Vice President of Information Technology,
Retail sector

1111Manufacturing

Insight driven innovation
for a more adaptable future
Simplify even the most complex operations.
We can help you to reach new levels ofvisibility and efficiency across your businessand your supply chain. Beyond working
more productively, this can help you to stay
secure and stay agile. So, you can adapt to
new demands.
It’s the path to leaner, smarter, more resilient
manufacturing.

»Fujitsu’s proposal was based on ourdata and provided insights into ourcurrent condition that impressed
the team. It was clear that Fujitsu
had a deep understanding of the
manufacturing industry, which was
the cultural fit we were looking forbut didn’t know if we could find.«
Edward Portolese,
CIO, Howmet

12Financial services

Driving a trusted future
Innovate at pace, while staying compliant.
We use our extensive understanding of yoursector to help you create a unified, secure,and engaging customer and employee
experience through fully-digitized services.
We can support you to take your institution
into the future. Where you can challenge
the challengers – without sacrificing thetrustworthy reputation you’ve worked so
hard to build.

»Fujitsu came with a lot of specialised
knowledge, mapped out theprocesses and quickly determined
what could be achieved within ourbudget and timeframe.«
Head of IT,
Retail bank13

13

Public sector

Creating a connected society
We have the technical expertise to help
you give citizens frictionless access to theinformation and services they need. And wehave the sector understanding to do so in asecure and cost-effective way.
With our support, you can transform youroperations to provide more efficient and more
effective public services. So, you can create
the digital solutions to drive transparency andengage citizens with the kind of experiences
they expect as consumers.

»Fujitsu’s team took the time tounderstand our desired outcomes
and objectives, and was able tosmoothly deploy a ServiceNow
environment that supports our wholeorganization… The team continues tosupport us to maintain, develop, andmanage our platform so it is always
fit for purpose.«
Ari Hirvonen,
Chief Digital Officer, University of Jyväskylä

14

Our services

As you would expect from one of ServiceNow’s top
global partners, we have the full complement of services
required to deliver the outcomes our customers expect.
Available across the world, we give you the vision andskills to unlock the potential of ServiceNow.
Consulting
When it comes to transforming your organization, you need a consultative
approach that is tailored to your needs and the needs of your workforce.
Whatever level of advice you require, we have the people who can help you
successfully transform. Through an outcome-based approach that embraces
design thinking, we’re able to deliver immediate value to you.
Our guidance is unbiased, steeped in experience and can extend fromtechnical to industry-specific. We work with your people to gain a clear
understanding of what they need and deliver to your requirements. And toensure your projects are successful, we can also help you embed new ways
of working in your culture too.
Implementation
Avoid pitfalls and return value fast. Whether you need additional expertiseor are looking to transform your business, we have the skills and experience
across the Now Platform to help you realize your goals. With techniques
including automated deployment and testing, security and risk assessment,
and upgrade compatibility reviews, our services help you implement,
upgrade, optimize and build on your investment.
Working with your team and aligning to your development approach, wewill inspire confidence at every step – so, you can see (and prove) progress.
Integration
Behind every effective process is a collection of data, systems and actions.
They range from the simple to the complex, but they all need to beeffective to drive real value.
We have the expertise to connect your enterprise with ServiceNow, theexperience to break down complexity, and a rich ecosystem of partners todeliver your outcomes fast.
Business Process Transformation
Want to digitize a business process but not sure of the best way to do it with
the ServiceNow product suite? Need to digitize a process that ServiceNow
doesn’t cover at the moment? ServiceNow has a wide range of products andan ever-increasing set of capabilities to drive efficient workflows for yourbusiness, but it doesn’t cover everything out of the box. And that is where
the capabilities of the NOW Platform come in.
As a leading partner in development, we can build business- and industryspecific workflows and solutions to complement the services alreadyavailable. Delivering the end-to-end business processes you need to makeyour transformation successful.
15

15

Managed Services
Is the day-to-day management of ServiceNow taking up too much ofyour engineers’ valuable time? For busy organizations who want tofocus on transformation activities or simply don’t have the rightskillsets, our managed services are the answer. Whether you need us
to support the core platform or bespoke workflows and applications,ensuring they are optimized and available is a key part of the employee
and customer experience.
Our flexible managed services include the level of automation,
monitoring, and support you would expect from a service provider.
But we also offer proactive services such as optimization of workflows,
continual change services, upgrade assurance, and security assessments
to ensure you continue to drive value from the services. Talk to us about
ongoing support that suits your needs and scale it up, as and when you
need more help with your platform.
App Factory
Have you identified a business solution that would enhance yourorganization but not sure how to build it? ServiceNow App Engine has
been designed to help organizations reimagine every process as adigital workflow, through workflow apps that work the way youremployees work. Take your workflows to the next level and create
solutions with great user interfaces that your employees and customers
will love to use.
Our App Factory team has the knowledge to create these low-code,pro-code solutions to meet your demands and ensure they stay relevant
as your business evolves. Our own set of solutions have been built thisway, so we can use this experience to do it for you too. Plus, we don’t
just develop apps; we can help you to keep them optimized and enhancethem over time so they keep delivering value – and at the same low costit took to build them.

Training
Our certified ServiceNow instructors design training around you, transferring
as much know-how as possible to your people. So, whether you need remoteclassroom training, ‘how to’ guides, or support for your in-house champions, ourfocus is on you getting the most from ServiceNow tomorrow as well as today.
Licenses
As an authorized reseller of ServiceNow, we can help you to identify the rightsolution for your organization.
16

16

Good reasons to talk to
Fujitsu about ServiceNow

Investment must lead to value. If you’realready using ServiceNow, we can help you
maximize its impact. And if you’re currently
considering a new investment, we’ll workwith you to unlock its innovative potential.

Delivering value consistently and powerfully requires aclear vision of what technology can do. But that has to beallied to the pragmatism and skills to connect all themoving parts of your organization. This powerfulcombination is what sets us apart. It’s what allows us to
fully integrate ServiceNow across your enterprise. You get
the 360° visibility needed to accelerate change, react inreal time and make better informed decisions.
Whether digitizing the business processes that underpin
your organization, transforming the experiences you
provide to your customers, or simply helping you manage
the ever-evolving Now Platform, our focus is to help you
achieve your objectives.

To find out more get in touch

Whatever the challenge, we have the specialist skills andstrategic vision to make the complex simple – helping
you get the best out of ServiceNow.

FUJITSU©Copyright 2021 Fujitsu, the Fujitsu logo, are trademarks or registered trademarks of Fujitsu Limited in Japan and other countries. Other company, product and service names may be
trademarks or registered trademarks of their respective owners. Technical data subject to modification and delivery subject to availability. Any liability that the data and illustrations arecomplete, actual or correct is excluded. Designations may be trademarks and/or copyrights of the respective manufacturer, the use of which by third parties for their own purposes may
infringe the rights of such owner. ID-7388-001/02-2021.
All rights reserved.