LU-Fujitsu TRIOLE for ServiceNow Improves End User Satisfaction and Cuts Service Desk Calls

Luxembourg, November 10, 2015 Fujitsu today introduces TRIOLE for ServiceNow, a powerful new cloud-based enterprise service management toolset designed to enable organizations to achieve the double objectives of increasing the efficiency of their ICT support functions while also increasing end user satisfaction with the quality of IT support services provided.

Service desk costs are a major budget factor for organizations – whether this is outsourced to a third-party supplier or maintained in-house. Yet according to Fujitsu’s own statistics, one in five service desk calls from ICT users can easily be resolved via a guided self-help portal, with password reset among the most common example.

To deliver this, and provide users with faster time to resolution for their minor ICT problems, Fujitsu is introducing TRIOLE for ServiceNow. This toolset combines Fujitsu’s standardized set of service management processes and supporting toolsets, TRIOLE for Services (TfS), with an agile new solution based on ServiceNow service management software.

TRIOLE for ServiceNow is a shared Software-as-a-Service (SaaS) toolset that simplifies and improves ICT enterprise service management and service desk processes for Fujitsu customers. Organizations adopting Fujitsu Service Desk can reduce service desk operating costs through the use of the powerful, self-service portal within TRIOLE for ServiceNow that attempts to solve common issues for end users without resorting to logging an actual incident that requires the intervention of a service desk agent. In addition, Fujitsu expects that the process automation will help improve overall customer satisfaction with IT support processes. This is critical as ServiceNow research showed that 48 percent of respondents found IT support to be frustrating¹.

According to Joel O’Halloran, Senior Vice President, Head of Digital Business & Head of Managed Infrastructure Services, Global Delivery at Fujitsu: “End users tend to use helpdesks as the first point of contact for problem-solving when it comes to almost anything related to ICT – no matter how trivial. This causes delays in responding to users’ most urgent problems as well as unnecessary overheads. With the new platform TRIOLE for ServiceNow, Fujitsu is moving many of these low-level support calls to a self-service portal – which will both increase end user satisfaction as well as free up service desk agents to concentrate on resolving more complex ICT issues.”

The self-service portal is capable of handling standardized tasks including password reset, automation of processes for joiners, movers and leavers, automating printer setup and ordering of new mobile devices. It presents users with a friendly, social media-style interface – backed by community-based ticket logging and management. It will systematically guide users through front-line support requests, eliminating possibilities as it identifies and attempts to resolve ICT problems – such as guiding a user with a non-responding desktop PC through a simple system reboot. With success rates of up to 50 percent in identifying and resolving end user issues in field trials, organizations can expect much faster problem-solving than when a service desk trouble ticket is issued and assigned to a service technician.

By implementing Fujitsu Service Desk with the TRIOLE for ServiceNow toolset, organizations enjoy savings in two areas. Firstly, higher successful completion rates within targets for service desks – making Fujitsu Service Desk particularly attractive to organizations with internal or external Service Level Agreement targets. Secondly, infrastructure costs are reduced thanks to the use of a shared SaaS platform.

Underlining its focus on easing ICT headaches in the enterprise, and to provide end users with a robust and reliable service, TRIOLE for ServiceNow runs on the ServiceNow cloud, with an average of 99.995 percent availability. As a hosted service, Fujitsu is able to offer customers an easier, faster and more robust upgrade process.

Fujitsu Service Desk with the TRIOLE for ServiceNow toolset is available as a standard offering from January 2016. It will include services to speed up the tasks of user on-boarding, migration and service catalog management. Fujitsu plans to introduce additional functionality during 2016 that will be the first step in a journey to productize the delivery of a Service Integration and Management (SIAM) offering across disparate services sourced from multiple vendors. This will address a vital need as customers have to manage the ever increasing complexity of multi-vendor sourcing of towers and platforms including cloud services to deliver a quality experience to their users and at the same time control costs.