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Co-creation by Fujitsu and ServiceNow – workplace transformation at the speed of light..


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To deliver great employee and customer experience, you must transform your business by simplifying and automating work and embracing the latest innovations in machine learning. Learn how you can lead digital transformation across IT, security, human resources, customer service and your entire enterprise. In this session, ServiceNow and Fujitsu will share current examples of co-creation that have enabled high speed workplace
Chris Fowler
Nerys Mutlow

Published in: Technology
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Co-creation by Fujitsu and ServiceNow – workplace transformation at the speed of light..

  1. 1. 0 © Copyright 2017 FUJITSU Fujitsu Forum 2017 #FujitsuForum
  2. 2. 1 © Copyright 2017 FUJITSU Co-creation by Fujitsu and ServiceNow – Workplace Transformation at Light Speed Nerys Mutlow Head of SaaS UK&I Fujitsu Chris Fowler Advisory Solutions Consultant, ServiceNow
  3. 3. 3 © Copyright 2017 FUJITSU Today’s Session  Explore what we mean by co-creation and why we need it  Exploring the different types of co-creation  How does this apply to Digital Transformation and ServiceNow  Automation and machine learning across the enterprise  Examples of co-creation with ServiceNow  Co-Creation Zone
  4. 4. 4 © Copyright 2017 FUJITSU Exploring Co-Creation
  5. 5. 5 © Copyright 2017 FUJITSU What do we mean by Co-creation
  6. 6. 6 © Copyright 2017 FUJITSU Why the need for Co-Creation at work? But it can be impossible to turn all of our ideas into reality without help We have ideas all the time Sample text Made up of partners,user communities, and customers who have the tech, experience, and challenges to co-create We are part of an ecosystem We don’t have all the answers, we base insight on our own experiences, we may be too similar, may be constrained We need to be collective
  7. 7. 7 © Copyright 2017 FUJITSU Different Types of Co-Creation Openness Ownership Initiator Only Initiator and Contributors Selection Process Anyone can Join Crowd of people Community of kindred spirits Club of experts Coalition of parties Distinguished Engineers Starbucks Nokia Lego Linux Apple App Store SamsungMcDonalds
  8. 8. 8 © Copyright 2017 FUJITSU Golden rules for Co-creation Rule 01 Start with the end in mind – focus on the business outcome Rule 02 Use a Framework not a methodology – Be Flexible Rule 03 Communicate, collaborate & diversify and engage the audience Rule 04 Prove Fast and Prove Cheap Rule 05 Iterate Test, Iterate Test
  9. 9. 9 © Copyright 2017 FUJITSU Digital Transformation
  10. 10. 10 © Copyright 2017 FUJITSU But why does this apply with Digital TransformationHOMEWORK Wake up with your auto- alarm Check your notifications Your item has been despatched Auto-ordered groceries Check your mail, phone, and notes Multiple unclear spreadsheets Call IT Service Desk for progress New starter has no Kit Systems down due to maintenance Your car says it’s good to go! Waze helps you find the best route to work
  11. 11. 11 © Copyright 2017 FUJITSU How ServiceNow can deliver enterprise transformation  Score incident risk  Block threat indicators  Optimizeresolution Security IT  Route tasks  Prevent outages  Compare performance Customer Service  Proactive communications  Prioritize work  Recommend next steps Business Apps  Automate business process  Assign values to fields  Correlate events  Create predictive action HR  Joiners and movers  Route requests across departments  Contextual relevance
  12. 12. 12 © Copyright 2017 FUJITSU  Security, Workspace and Connectivity all ready  Visibility over multiple business processes from one single platform  Great first impression from the employee  Employees able to make an impact from day one New Transforming the employee experience  Employees start work on first day and find company unprepared  Manual ‘Check Lists’ to complete  5+ departments involved in day one alone  Mandatory Training  Technical set up  Ad-hoc introductions to the team
  13. 13. 13 © Copyright 2017 FUJITSU Consumerize the employee experience  Manage the onboarding workflow  Deliver a modern portal/experience  Introduce employees to work community  Provide information relevant to employee  Manage interactions across departments  Giving employees control over their digital workplace Increase employee productivity and satisfaction, while making HR more efficient
  14. 14. 14 © Copyright 2017 FUJITSU Employee interaction transformed
  15. 15. 15 © Copyright 2017 FUJITSU  Security alerts identified from an average of 75 security tools  Manual triage of security incidents managed using manual tools  Manual interaction with IT to resolve  Struggling to find and stop breaches (average 201 days to spot a breach and 70 days to contain)  Security data collated into one single repository with business context  Threat intelligence automatically pulled in to enrich security response  Hand off to IT automatically and track resolution  Delegate tasks automatically and expedite resolution through orchestration New Transforming the security ecosystem
  16. 16. 16 © Copyright 2017 FUJITSU Resolve Real Security Threats Align Security and IT to resolve security threats on a single platform  Understand the impact on wider business services  Prioritize based on true impact  Use community knowledge through trusted circles  Automate manual information gathering  Speed remediation (or auto-contain!) with orchestration
  17. 17. 17 © Copyright 2017 FUJITSU Automated Intelligence
  18. 18. 18 © Copyright 2017 FUJITSU Manual task dispatching contributes to resolution times and costs Average: 46Categories 805Groups 8Priorities Using Automation across the enterprise 100,000’s Incidents and Tasks Requester Request Service Self-Serve Machine Notifications Actioner Categorize, Prioritize & Assign Collaborate Solve Issues
  19. 19. 19 © Copyright 2017 FUJITSU Based on historical trends, automatically categorize, assign and prioritize tasks Using Automation to route tasks/work Intelligent Action Categorization Assignment100,000’s Requests Made With Short Description Requester Agent Intelligence / Machine Learning Prioritization
  20. 20. 21 © Copyright 2017 FUJITSU “When a user opens an incident they are no longer gettingan email from the system. Need help setting this back up.” Model How does it work? New Incident Prediction API “Prediction Email”,
  21. 21. 22 © Copyright 2017 FUJITSU The Next Evolution of Machine Learning
  22. 22. 23 © Copyright 2017 FUJITSU Co-Creation in action
  23. 23. 24 © Copyright 2017 FUJITSU Co-Creation in Action – Managing your services business Development of a solution to run a services organization: Optimized Financial Management  Ensure better control of financial admin  Create expenses anytime/anywhere  optimize invoicing  Single view for financial reporting Optimized Delivery  Ensure resource efficiency and billability  Single view for resource utilization  Manage the entire value chain Available for use within our business and to sell  Used within our PS organization and to sell for our customers Collaboration from the outset Formed a working group across EMEIA in Fujitsu to understand the business outcome we wanted to achieve Delivered, tested and iterated Delivered the first version and tested within multiple departments and gathered feedback. Taken to market and incorporated new integrations and features into backlog Leverage expertise of partner Worked with ServiceNow and became an accredited technical partner and incorporated features to enable selling on the store A bespoke application built on the ServiceNow platform called Symfoni WE incorporating  Human Capital Management  Delivery Management  Expense Tracking  Billing & Charging  Resource Planning Scalable and Future Proof  SaaS based model allows you to increase usage as your organization grows  Ongoing feedback incorporated into backlog to leverage platform features and future enhancements  Further automation of business services, e.g. automated invoicing, intelligent resourcing The Challenge The Approach Benefits
  24. 24. 25 © Copyright 2017 FUJITSU Development of a solution for the support of GDPR right to access requests: Manage GDPR Lifecycle Requests  Provide visibility and traceability of GDPR requests Data Registry and Data Object Modelling  Store information about data registries and visualise their relationships Providing Governance Risk & Compliance to GDPR process  Managing adherence and deviation from policy and audit and risk management Collaborating with our customer and partner Working closely with our customer and consultants to understand the requirement and define the MVP and deliver via the ServiceNow platform Providing expertise of the platform Extending the solution with integration to out of the box functionality (GRC) Rapidly prototyped and tested MVP built and tested with our customer Iterated and evolved Data Registry functionality and GRC added after gathering feedback An E2E solution for GDPR requirements  Harnessing the power of ServiceNow platform and leveraging best practise service management principles for fulfilment Scalable  SaaS based model allows you to increase usage as your organization grows  Ongoing feedback incorporated into backlog to leverage platform functionality and future enhancements… Future Proof  Automated data management  Predictive Analytics The Challenge The Approach Benefits Co-Creation in Action – Managing your GDPR requirements
  25. 25. 26 © Copyright 2017 FUJITSU Development of a solution for intelligent field management: Optimize field workload  Provide greater visibility of resources in the field  Allocate the right resource with the right skills and right assets Ensure safety of workforce  Monitor in real time the health of the engineers  Take preventative action Increase first time fix  Provide contextual information to the engineers at the right time  Guidance through steps required to fix the solution Leveraging the eco-system Collaborate with the wider Fujitsu to leverage the Amplify solution and ServiceNow for Field Service Management Rapidly prototyped and tested Prototype built and tested with multiple customers through demonstrations at event and customer sites Minimal MVP defined Development commenced against MVP backlog and tested within Fujitsu Field Services An E2E solution for field service management  Harnessing the power of ServiceNow Field Services & Fujitsu Amplify Scalable  SaaS based model allows you to increase usage as your organization grows Future Proof  Ongoing feedback incorporated into backlog to leverage new platform enhancements  Predictive Analytics Incorporating new innovations in wearable technology  Monitor employees well being automatically and take preventative action where needed The Challenge The Approach Benefits Co-Creation in Action – Intelligent Field Worker
  26. 26. 27 © Copyright 2017 FUJITSU Co-Creation Zone  We are co-creating live at Fujitsu Forum 17. Live Hackathon started at 10am this morning.  Working on challenges raised by customers and leveraging our eco- system  Using the Fujitsu AI solution which automates the detection of faults in hardware the teams are challenged on how to automate the fault resolution process  Come and see the hackathon teams and add your feedback in the co- creation zone and see the Three Solutions unveiled on Thursday 9th at 2pm  Come and see all demos on stand at Booth B6-B9  And meet our partner ServiceNow on Booth B10-B12
  27. 27. 28 © Copyright 2017 FUJITSU Fujitsu Sans Light – abcdefghijklmnopqrstuvwxyz ABCDEFGHIJKLMNOPQRSTUVWXYZ 0123456789 ¬!”£$%^&*()_+- =[]{};’#:@~,./<>?| ©¨~¡¢¤¥¦§¨ª«»¬- ®¯°±²³µ¶·¸¹º¼½¾¿ÀÁÂÃÄÅÇÈÆÉÊËÌÍÎÏÐÑÒÓÔÕÖ×ØÙÚÛÜÝÞßàáâãäåæçèéêëìíîïðñòóôõö÷øùúûüýþÿĐıŒœŠšŸŽžƒʼˆˇˉ˙˚˛˜˝·-‒–— ―‘’‚“”„†‡•…‰‹›‾⁄⁰⁴⁵⁶⁷⁸⁹₀₁₂₃₄₅₆₇₈₉€™Ω→∂∆∏∑−√∞∫≈≠≤≥⋅■◊fifl Fujitsu Sans – abcdefghijklmnopqrstuvwxyz 0123456789 ¬!”£$%^&*()_+-=[]{};’#:@~,./<>?| ©¨~¡¢¤¥¦§¨ª«»¬- ®¯°±²³µ¶·¸¹º¼½¾¿ÀÁÂÃÄÅÇÈÆÉÊËÌÍÎÏÐÑÒÓÔÕÖ×ØÙÚÛÜÝÞßàáâãäåæçèéêëìíîïðñòóôõö÷øùúûüýþÿĐıŒœŠšŸŽžƒʼˆˇˉ˙˚˛˜˝·-‒–— ―‘’‚“”„†‡•…‰‹›‾⁄⁰⁴⁵⁶⁷⁸⁹₀₁₂₃₄₅₆₇₈₉€™Ω→∂∆∏∑−√∞∫≈≠≤≥⋅■◊fifl Fujitsu Sans Medium – abcdefghijklmnopqrstuvwxyz 0123456789 ¬!”£$%^&*()_+- =[]{};’#:@~,./<>?| ©¨~¡¢¤¥¦§¨ª«»¬- ®¯°±²³µ¶·¸¹º¼½¾¿ÀÁÂÃÄÅÇÈÆÉÊËÌÍÎÏÐÑÒÓÔÕÖ×ØÙÚÛÜÝÞßàáâãäåæçèéêëìíîïðñòó ôõö÷øùúûüýþÿĐıŒœŠšŸŽžƒʼˆˇˉ˙˚˛˜˝·-‒–— ―‘’‚“”„†‡•…‰‹›‾⁄⁰⁴⁵⁶⁷⁸⁹₀₁₂₃₄₅₆₇₈₉€™Ω→∂∆∏∑−√∞∫≈≠≤≥⋅■◊fifl