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Fujitsu Delivers ServiceNow to Belnet for Improved Operational Performance

Fujitsu EMEIA

News facts:
  • The new ServiceNow environment consolidates all legacy information necessary for service desk agents and operational teams to perform roles effectively, boosting agility with 360-degree visibility and reporting
  • Belnet benefits from more efficient service delivery, improved customer service and greater control over the costs and risks of maintaining its own platform
  • Belnet is also considering ServiceNow as foundation for ‘Operational Excellence’ digital transformation program
Munich, October 16, 2019 – Fujitsu today announces the successful on-time and on-budget deployment of ServiceNow for Belnet1, the leading Belgian provider of internet and other services (xSP) to educational institutions, research centers, scientific institutes and government services.
Belnet is already benefiting from more efficient service delivery and improved customer service. By moving to the cloud, it has gained greater control over cost and flexibility in comparison to maintaining its own platform. In addition, the ServiceNow solution establishes foundations for Belnet’s future digital transformation strategy, restructuring and aligning company procedures and dashboards, and creating a modern, agile, easy-to-customize service management environment.
The ultimate goal for Belnet is to improve operational performance. The initial success of its ServiceNow cloud ITSM modernization program delivered by Fujitsu encouraged Belnet to also consider ServiceNow as the overall platform for its strategic transformation program, aimed at achieving operational excellence through automation, while simultaneously improving both customer experience and enhancing security.
Move to the cloud, retaining legacy data
The immediate goal was to replace Belnet’s legacy open source Open Ticket Source Request System (OTRS) software, which was at the end of its lifecycle. The leading Belgium xSP picked ServiceNow as the execution platform for its ITSM cloud strategy thanks to its trusted capability to improve efficiency, reduce costs and to free up staff resources from administrative tasks, to concentrate on adding value to their customers.
Belnet selected Fujitsu as its modernization partner, leveraging a framework agreement Fujitsu has contracted with Smals, a Belgian not-for-profit organization that supports and guides social and healthcare sector institutions and other public services regarding IT management2.
As well as incorporating the latest Information Technology Infrastructure Library (ITIL) processes to align IT services with the needs of business, Belnet’s new ServiceNow environment consolidates all legacy information necessary for service desk agents and operational teams to perform their roles effectively. The level of integration provided by Fujitsu has given Belnet superior, 360-degree reporting capabilities and increased visibility into operational performance based on complete and current information availability.
Dirk Haex, Technical Director at Belnet, says: “Belnet’s drive for operational efficiency to improve service for our customers is spearheaded by Fujitsu’s implementation of ServiceNow. The task we set Fujitsu was far from straightforward, involving transformation of multiple systems and the need to work alongside existing partners. We selected Fujitsu for its proven ServiceNow capabilities, extensive experience in implementing hybrid IT environments and its co-creation approach to gain the maximum value from existing ecosystems. Our expectations have been more than exceeded, with a frictionless program delivered on-time and on-budget.”
Michael Verveckken, Managing Director at Fujitsu Belgium, comments: “Fujitsu is a ServiceNow Global Elite partner with extensive experience of Service Management Transformation. We are very experienced in implementing and managing complex hybrid IT environments involving diverse partners, technologies and applications. In our partnership with Belnet, we have been particularly focused on driving value and efficiency from the ServiceNow platform, which is already delivering great results.”
Notes to editors
1 Belnet is the Belgian national research network that provides high-bandwidth internet connection and services to Belgian universities, colleges, schools, research centers, and government departments. Belnet is a federal government organization, established in 1993, and belongs to the Federal Science Policy. Belnet has more than 70 employees in Belgium.
2 Smals supports public services with IT management so that they can provide effective and efficient service delivery to their organizations’ users. In 2015 Fujitsu signed a framework agreement with Smals allowing all Belgian Federal Public Service (SPF) and Smals members to implement ServiceNow-based ITSM solutions in partnership with Fujitsu.

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About Fujitsu

Fujitsu is the leading Japanese information and communication technology (ICT) company, offering a full range of technology products, solutions, and services. Approximately 132,000 Fujitsu people support customers in more than 100 countries. We use our experience and the power of ICT to shape the future of society with our customers. Fujitsu Limited (TSE: 6702) reported consolidated revenues of 4.0 trillion yen (US $36 billion) for the fiscal year ended March 31, 2019. For more information, please see

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Date: 16 October, 2019
City: Munich