TRIOLE for ServiceNow

The Fujitsu Way

Service Management for the Future

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A traditional Service Management
n The core elements ..

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A traditional Service Management
n The core elements ..

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The Fujitsu Way

Local/Global capabilities

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The Fujitsu Way

Local/Global capabilities

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Fujitsu Service Desk Capability
n Multi-location delivery

n 5 GDC Service Desk Centres

n 39 Regional Service Desk Centres

n 24/7 coverage 365 days per year

n Over 30 languages

n Over 8,000 Service Desk staff worldwide

n Over 4.5m users supported

n Over 2.6m contacts per month

n Over 2,700 customers worldwide

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Fujitsu Service Desk World Wide
Poland GDC
750 Employees
RIM, R&D and Service Desk GDC Ireland France
Supporting 12 languages UK Germany
Holland Sweden
Belgium Finland
Canada Spain Estonia
Portugal GDC
800 employees
Service Desk GDC USA Japan
Supporting 17 languages
China
Taiwan
Costa Rica GDC Thailand
Philippines GDC
250 employees Singapore 600 Employees
Service Desk GDC Apps, RIM and Service Desk GDC
Supporting 5 languages Supporting 3 languages
Brazil Australia

South Africa
Malaysia GDC
New Zealand 80 Employees
Service Desk GDC
GDC Service Desk Centers Supporting 7 languages
Regional Service Desk Centers

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ServiceNow

ServiceNow: the new service management

platform

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The Old Way
n Raise your hand
n Wait for a Cab to
arrive
n Tell the Cab driver
where you want to
go
n No idea how much
it will cost
n Manual payment
when you arrive

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The New Way
n Request online
n Rated driver, clear
pickup time
n Clear destination
n Clear estimated
cost
n Automated
payment

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Outside: 2016

TODAY

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Inside: 1996 Outside: 2016 Outside: 2016

TODAY

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The Productivity Drain

Average time employees

spend on admin tasks
in a 40-hour work week

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Source: ServiceNow 2015 State of Work Survey Copyright 2016 FUJITSU
Theres Just One Tiny Little Problem

Too

Current
many
systems
Too
expensi
ve to

State
keep the
lights on

No time
to
innovate
!

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 OPERATIONS SERVICE CUSTOM
MANAGEMENT MANAGEMENT APPLICATIONS
CLOUD MGT EVENT ORCHESTRATIONDISCOVERYSERVICEWATCHPROJECT ITIL CATALOG SHARED SECURITY CUSTOMER FINANCIALS SERVICE SERVICE STORE
PORTFOLIO SERVICES SERVICE CREATOR DESIGNER

PLATFORM
ENGAGEMENT DATA SERVICES APPLICATION DEVELOPMENT

SERVICE CHAT CONNECT VISUAL TASK MOBILE WORKFLOW ANALYTICS CMDB ASSET ALERTS TASKS FORMS UI POLICIES AJAX / JELLY APIs ANGULAR
PORTAL LIVE FEED BOARDS & TABLES BUS RULES HTML / CSS INTEGRATIONBOOTSTRAP
 Enterprise Service Management You

TYPE OF REQUEST

<

HOME IT SERVICESHUMAN RESOURCESFACILITIES FINANCE SALES MARKETING ANALYTICS LEGAL SECURITY MORE APPS

MY APPROVALS MY REQUESTS MY INCIDENTS MY PURCHASES

2 4 1 3

TechLounge
< >
Come visit us in Santa Clara,
SHOP LIVE F EED WHISTLEBLOWER San Diego and Amsterdam
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Logos shown are trademarks or registered trademarks
17 of their respective owners and not ServiceNow.
Copyright 2016 FUJITSU
ServiceNow

TRIOLE for ServiceNow Service

Management for the future Now

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TRIOLE for ServiceNow Service Management for the
future Now.
n Industry-leading ServiceNow technology along with Fujitsus highly skilled resources and wealth of
Service Management experience combine to provide a powerful Service Management solution.
n People
Highly skilled Service Desk capability worldwide
Shared / dedicated technical support teams and Service Management resources
n Process
Certified best practice Service Management policies and processes
n Technology
Pre-configured toolsets aligned with Fujitsu processes
ServiceNow SaaS instance at the TRIOLE for ServiceNow core
A true 360o Service Management solution. Existing integration with several standard Fujitsu systems and tools, along with the
capability for integration with numerous other tools and technology - telephony / email, Enterprise Management tools,
customer systems (e.g. Active Directory), external 3rd party ITSM toolsets and so on.

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Some of our work

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How we deliver ServiceNow

Managed Services
GDC Lisbon: trained Professional Services
ServiceNow resources Professional Implemention Projects
Innovaway: trained Services
ServiceNow resources

Managed
Services

Subscriptions
Subscriptions Reseller or MSP
Reseller mode or MSP
Depending on # users, type of users,
environments,
1 Year or 3 years
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 Fujitsu Service Desk Capability

GDC Portugal Poland Costa Rica Philippines Malaysia

Location Lisbon d La Aurora, San Jose Manila Kuala Lumpur

Founded 2005 2009 2006 1993 1998

Employees 800 750 250 600 80

Customers 22 25+ 14 31 7

Incidents 1,600,000 per year 1,200,000 per year 700,000 per year 200,000 per year 200,000 per year

Users 300,000 100,000 65,000+ 60,000 16,000

Support Hours 24/7 (365 days/year) 24/7 (365 days/year) 24/7 (365 days/year) 24/7 (365 days/year) 24/7 (365 days/year)

Languages English, Danish, Dutch, French, English, French, Finnish, German, English and European languages Primarily English. English and most Asian languages
German, Greek, Italian, Polish, Italian, Polish, Russian, Spanish, including French, Portuguese and Other languages upon request including Chinese (Mandarin &
Hungarian, Portuguese, Spanish, Portuguese, Hungarian, Dutch, Spanish Cantonese), Bahasa Malay, Thai,
Turkish, Swedish, Finnish and others Norwegian, Slovenian, Greek, Danish, Japanese, Indian (Tamil), Korean &
by agreement Turkish, Swedish and others Indonesian
by agreement

Services Multi-lingual Service Desk Multi-lingual service desk, Multi-lingual Service Desk Application development, maintenance Multi-lingual Service Desk
R&D, RIM, SSC/BPO & testing remote infrastructure
services, service desk

Industry Agriculture, Aviation, Petrochemical, Multi-Media, Transport Financial Services, Retail, Transport, Financial services, Telco, Financial services, Retail, Transport,
Sectors Banking, Consumer Products, Energy, & Industry, Retail, Utilities, Manufacturing, Media, Utilities & Manufacturing, Retail, Oil & Gas Manufacturing,
Manufacturing, Tobacco, Utilities Manufacturing, Telco, Public, Public sector Telco, Media, Utilities, Oil
Pharmaceutical & Gas, Pharmaceuticals
and Public Sector
Business issues we are addressing

I need to maximise the productivity I need a platform that properly

and operational efficiency of my ITSM addressed the growing needs of
tools and service. the business.

I need to consolidate many fragmented I need to reduce operational costs

and redundant help desks & systems to a for legacy systems and resourcing.
single integrated system.

I need a single source of the truth and I need to automated company-wide

improve my management reporting to tasks via a single platform to reduce
CIO level." people hours and costs.

I need to transform old applications

used for issue tracking and address a
backlog of thousands of open tickets

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One Case of Success

Installing of Service Now

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Legacy Toolset Transformation @ Tesco Bank

Challenge

Existing ITSM tool was inherited from Tesco PLC and went end of life in Feb 2016
Tool was very inflexible with Significant amounts of effort expended to measure
KPI/SLA
Measurement was inaccurate and depended on manual processing (exports to Excel
and then manipulation)
Difficult to add new features or enhancements
Challenge to implement ServiceNow within 3 months.
Significant reliance on email for approvals where it is unclear what is being asked to
be approved
No self service portal for incident management

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Legacy Toolset Transformation @ Tesco Bank

Solution

A Tesco Bank instance of ServiceNow

500 fulfillers, 5,500 end users
We implemented a flexible scalable platform that on Go Live of Phase 1 gives
them the functionality they currently have on a flexible supportable platform
Phase 2 will bring a raft of User experience upgrades and an opportunity to re-
engineer processes
CI maps and a fully integrated CMDB provides powerful metrics in understanding
the current state of the estate and the impact of any previous incidents and changes

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Legacy Toolset Transformation @ Tesco Bank

Benefits

For every module implemented we have reduced the manual processing overhead and
email overhead associated with ITSM
Quantum leap forward in terms of MI capability, driving efficiencies and offering a data
lead approach for further process improvements
Tesco Bank have seen that our agile development methodology is able to quickly prototype
and refine on the platform allowing rapid improvements to be made

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Legacy Toolset Transformation @ Tesco Bank

Challenge Solution Benefits

Existing ITSM tool was inherited from Tesco A Tesco Bank instance of ServiceNow For every module implemented we have
PLC and went end of life in Feb 2016 reduced the manual processing overhead
500 fulfillers, 5,500 end users
Tool was very inflexible with Significant and email overhead associated with ITSM
amounts of effort expended to measure We implemented a flexible scalable
platform that on Go Live of Phase 1 Quantum leap forward in terms of MI
KPI/SLA
gives them the functionality they capability, driving efficiencies and
Measurement was inaccurate and depended on offering a data lead approach for further
manual processing (exports to Excel and then currently have on a flexible supportable
platform process improvements
manipulation)
Difficult to add new features or enhancements Phase 2 will bring a raft of User Tesco Bank have seen that our agile
experience upgrades and an opportunity development methodology is able to
Challenge to implement ServiceNow within 3
to re-engineer processes quickly prototype and refine on the
months.
platform allowing rapid improvements to
Significant reliance on email for approvals CI maps and a fully integrated CMDB be made
where it is unclear what is being asked to be provides powerful metrics in
approved understanding the current state of the
No self service portal for incident estate and the impact of any previous
management incidents and changes

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Intermediate Cover Title

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