Case Study: Fujitsu achieves real-time incident visibility with Serviceaide Intelligent Service Management

Fujitsu - Customer Case Study

Fujitsu Brasil, part of the global Fujitsu organization, needed to overhaul its Service Desk environment. The company was working with a heavily customized tool and wanted a more managerial view of service performance, along with better support for evolving market demands and service management metrics. Serviceaide’s Intelligent Service Management was selected to help modernize the process.

Serviceaide implemented Intelligent Service Management to support Fujitsu’s IT Service Desk and expand into requests for facilities, supply chain, HR, maintenance, and more. The rollout was fast—Fujitsu reported starting a pilot within two weeks and aiming for full implementation within a month. The solution now supports about 1,000 tickets per day, gives managers real-time visibility into incidents affecting the business, and has improved internal processes and end-user usability.

Fujitsu

Antônio Guimarães

Digital Transformation Campaigner