Profile:
Fujitsu is a leader in information technology and communication solutions for the global marketplace, with more than 150,000 employees worldwide. Fujitsu operations in North America include ten major subsidiaries with approximately 8,000 employees.
Challenge:
As Fujitsu North America centralized its shared services operations, they found that they had many different mechanisms for employees to request IT services — whether sending emails, making phone calls, filling out forms, or inputting data into several homegrown systems — across each of its subsidiary companies.
Solution:
To bring consistent processes and procedures to all North American companies — and to improve end user satisfaction with IT services — Fujitsu selected the Web-based Service Catalog and request management solution from newScale.
Results:
- A single, easy-to-use, Web-based interface for requesting services — resulting in greater customer satisfaction with IT — for Fujitsu employees throughout North America.
- Standardized and repeatable request management, enabling more efficient use of existing resources and consolidation of back-end fulfillment systems.
- Greater visibility and control over IT service delivery, with improved performance measurement, SLA tracking and IT billing.
- An enterprise-wide request management solution to meet the needs of the business across several operating divisions — for both IT as well as non-IT services.
