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What is Service Intelligence and why do you need it?

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Service Intelligence is critical to ensure organizations really understand their customers and employees, for example to avoid reacting to high volume events that have a low business impact and forgetting the ones that actually impact the bottom line. In this session, we will demonstrate the value of Fujitsu’s unique approach towards building and benefitting from Service Intelligence.

Speaker:
Martin Smithen
Mike Matthews

Published in: Technology
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What is Service Intelligence and why do you need it?

  1. 1. Human Centric Innovation Co-creation for Success © 2018 FUJITSU Fujitsu Forum 2018 #FujitsuForum
  2. 2. © 2018 FUJITSU What is Service Intelligence? Mike Matthews EMEIA Offerings Lead, Fujitsu Martin Smithen EMEIA Head of DWS Offerings, Fujitsu
  3. 3. 2 © 2018 FUJITSU What is Service Intelligence? And why do we need it?
  4. 4. 3 © 2018 FUJITSU What do we mean by Service Intelligence?  Enabling Intelligent Service  Turning data into information  Understanding who the real VIP is  Knowing what matters most to your organization  Anticipating and acting  Providing insight  Adding value through empowerment  Buddy Connect
  5. 5. 4 © 2018 FUJITSU What happens when it goes wrong
  6. 6. 5 © 2018 FUJITSU Intelligent, connected services  Holiday to Florida  Business Class  Disabled Passenger  BA Exec Club Member Destination Florida
  7. 7. 6 © 2018 FUJITSU Intelligent, connected services  Ticketing System  Airline  Airport  UK/US Government
  8. 8. 7 © 2018 FUJITSU Intelligent, connected services  Aircraft  Crew  ATC  Food  Fuel
  9. 9. 8 © 2018 FUJITSU Intelligent, connected services  Car Parks  Baggage Handling  Duty Free  Catering  Departure Boards
  10. 10. 9 © 2018 FUJITSU Intelligent, connected services  Passport Control  Customs  Homeland Security  ATC  Security
  11. 11. 10 © 2018 FUJITSU Intelligent, connected services  Airport arrivals  DVLA  DOT
  12. 12. 11 © 2018 FUJITSU Failure sticks
  13. 13. 12 © 2018 FUJITSU Levels of Service Intelligence
  14. 14. 13 © 2018 FUJITSU Essential Issues Preference Locale Security Business Criticality Role Profile
  15. 15. 14 © 2018 FUJITSU Essential Arrives home from holiday Snooze Shopping trip for essentials Babysitter arranged for 7am Sets the alarm for early start Tries to login to Work Arranges train and hotel Reads project brief Saves updated presentation 7am 9am 11am 1pm 3pm 5pm 7pm 9pm 11pm Work Life Work/Personal Life
  16. 16. 15 © 2018 FUJITSU Elevated
  17. 17. 16 © 2018 FUJITSU Machine Learning Cognitive Analytics Persona Learning Sentiment Analysis AI Complex Service Intelligence Essential Information Elevated Information
  18. 18. 17 © 2018 FUJITSU Failure is not an option
  19. 19. 18 © 2018 FUJITSU Next steps To find out more visit www.fujitsu.com/digital-workplace-services Visit us at Stand A Digital Workplace Services
  20. 20. Fujitsu Sans Light – abcdefghijklmnopqrstuvwxyz ABCDEFGHIJKLMNOPQRSTUVWXYZ 0123456789 ¬!”£$%^&*()_+-=[]{};’#:@~,./<>?| ©¨~¡¢¤¥¦§¨ª«»¬- ®¯°±²³µ¶·¸¹º¼½¾¿ÀÁÂÃÄÅÇÈÆÉÊËÌÍÎÏÐÑÒÓÔÕÖ×ØÙÚÛÜÝÞßàáâãäåæçèéêëìíîïðñòóôõö÷øùúûü ýþÿĐıŒœŠšŸŽžƒʼˆˇˉ˙˚˛˜˝·-‒–—―‘’‚“”„†‡•…‰‹›‾⁄⁰⁴⁵⁶⁷⁸⁹₀₁₂₃₄₅₆₇₈₉€™Ω→∂∆∏∑−√∞∫≈≠≤≥⋅■◊fifl Fujitsu Sans – abcdefghijklmnopqrstuvwxyz 0123456789 ¬!”£$%^&*()_+-=[]{};’#:@~,./<>?| ©¨~¡¢¤¥¦§¨ª«»¬- ®¯°±²³µ¶·¸¹º¼½¾¿ÀÁÂÃÄÅÇÈÆÉÊËÌÍÎÏÐÑÒÓÔÕÖ×ØÙÚÛÜÝÞßàáâãäåæçèéêëìíîïðñòóôõö÷øùúû üýþÿĐıŒœŠšŸŽžƒʼˆˇˉ˙˚˛˜˝·-‒–—―‘’‚“”„†‡•…‰‹›‾⁄⁰⁴⁵⁶⁷⁸⁹₀₁₂₃₄₅₆₇₈₉€™Ω→∂∆∏∑−√∞∫≈≠≤≥⋅■◊fifl Fujitsu Sans Medium – abcdefghijklmnopqrstuvwxyz 0123456789 ¬!”£$%^&*()_+- =[]{};’#:@~,./<>?| ©¨~¡¢¤¥¦§¨ª«»¬- ®¯°±²³µ¶·¸¹º¼½¾¿ÀÁÂÃÄÅÇÈÆÉÊËÌÍÎÏÐÑÒÓÔÕÖ×ØÙÚÛÜÝÞßàáâãäåæçèéêëìíîïðñòóôõö÷øùú ûüýþÿĐıŒœŠšŸŽžƒʼˆˇˉ˙˚˛˜˝·-‒–— ―‘’‚“”„†‡•…‰‹›‾⁄⁰⁴⁵⁶⁷⁸⁹₀₁₂₃₄₅₆₇₈₉€™Ω→∂∆∏∑−√∞∫≈≠≤≥⋅■◊fifl

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