Key Takeaway
Fujitsu’s strategic partnership with ServiceNow, formalized in 2024, is revolutionizing enterprise AI adoption and digital transformation, yielding an average 791% ROI for joint customers. The collaboration focuses on three key areas: Fujitsu as a ‘Customer Zero’ using the ServiceNow platform, a co-innovation center at Fujitsu’s Kawasaki headquarters, and the integration of Fujitsu’s Customer Advisory and Support Excellence (CASE) with ServiceNow’s Customer Excellence Group (CEG). Ian White, Fujitsu’s Global Head of CASE, emphasizes the partnership’s goal of maximizing the NOW Platform’s value, particularly in leveraging AI capabilities for customer innovation.
Fujitsu’s global strategic partnership with ServiceNow is reshaping how enterprises approach AI adoption, digital transformation, and strategic innovation. Measurable results indicate an average return on investment of 791% for joint customers over the past year.
Building on years of collaboration, the partnership, officially signed in 2024, focuses on three core components: Fujitsu’s role as a ‘Customer Zero’ exemplar of the ServiceNow platform, the establishment of a co-innovation center at its Kawasaki headquarters, and the deep integration of its Customer Advisory and Support Excellence (CASE) practice with ServiceNow’s Customer Excellence Group (CEG).
Ian White, Global Head of CASE & Managed Services at Fujitsu, discusses how the partnership tackles a fundamental challenge for enterprises aiming to maximize the potential of the NOW Platform and leverage more AI capabilities, particularly Agentic AI.
“The really exciting thing we’re doing with our customers and the ServiceNow platform around AI right now is that we’re helping them innovate where they are,” Ian explains. “We have a true partnership that combines ServiceNow, particularly their Customer Excellence Group, our CASE practice, and the customer. We all share a common goal: to maximize the value of the NOW Platform for the customer.”
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