An integration solution based on RunMyProcess DigitalSuite helps the Fujitsu global service desks around the world maximize the transparency and agility of the incident handling process, while reducing errors and time delays.
Fujitsu’s global service desk infrastructure is based on the communication between the centralized domain experts located in the main global service desk offices and the regional staff of the service desk global delivery centers. Tracking the ticket status between the delivery centers was difficult due to the use of different ticket management systems in each of the centers. The lack of an integration solution between the local and global service desks resulted in time delays, manual transfer of information, and high costs. Additionally, the decentralized support system was not adapted to the evolving needs of Fujitsu and its customers.
Fujitsu selected RunMyProcess DigitalSuite to implement an integration solution that maximizes the transparency and agility of the incident handling process. The application, which is fully integrated with the different service desk systems, manages the ticket transfer between the service desks and the global expert resolver teams. The ticket status is available at all times via the system’s dashboard, ensuring full transparency of the process. The initial solution was developed in just two months with no visible change to the user interface since its introduction.
Fujitsu is the leading Japanese information and communication technology company, offering a full range of technology products and services. They operate service desks at local, regional, and global levels, which provide support for more than 2 million incidents a month, in over 35 languages, by 5,000 service employees around the world.