We understand that the modern service desk must do far more than just react to issues as they arise. It needs to offer pro-active services and support capable of predicting and resolving problems well before they happen.
Our Next Generation Service Desk - Social Command Centre (SCC), identifies potential problems and their underlying cause, before they become an issue and disrupt business processes. Our Sense and Respond approach incorporates learnings from end-user feedback to make continuous service desk support improvements.
Our Social Command Centre offers far more than the standard service desk model. We provide 24/7/365 personalised user centric support services, that are powered by virtual assistants, AI and cognitive learning delivered through a single point of contact.
Our Social Command Centre makes use of emerging technologies and aligns perfectly with changing user demands. End-users are empowered to self-serve with ease, enabling them to quickly get back to work. It delivers:
At Fujitsu we are constantly innovating and developing our service desk offering, to ensure that it meets your business needs well into the future.
Our Next Generation Service Desk can be used either as a standalone, or it can be integrated into our end-user services portfolio. We enable you to balance cost and service, by choosing either a dedicated or shared service desk, or if preferred you have the option to combine elements of both. Benefits include:
When you partner with Fujitsu you gain access to 24/7 IT service desk expertise and support.
Fujitsu is a world-class service desk provider, with expertise in delivering pro-active support services to customers on a global scale.
We use TRIOLE® for ServiceNow service desk management processes and SaaS toolsets, which we deliver from regional centres in Europe, Asia, the Americas and Oceania. TRIOLE® offers best practices based on a standardised, automated, ISO/IEC 20000-compliant approach.
For the last three years we have been recognised as a leading provider of end-user outsourcing services by Gartner Magic Quadrant. We are positioned at the highest possible level for ‘completeness-of-vision’ and ‘ability-to-execute’.
For the world’s leading tobacco group, British American Tobacco (BAT), we transitioned over 100 local support operations into a single global service desk supporting 35,000 users in 14 languages. We migrated 96 countries to a new service desk based on Fujitsu TRIOLE® in just nine months. Users have 24/7 access to pro-active support services regardless of their location. With just one tool, BAT now has visibility of its entire global IT estate.
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