Fujitsu World Tour 2017 Paris - Fujitsu et ServiceNow - une solution innovante pour faciliter la vie et améliorer la productivité : cas d'usage dans le monde des stations services
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Douglas David, Business Developer ServiceNow, Fujitsu, et Elyes Gazbour, IT Consultant ServiceNow, Fujitsu
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Fujitsu World Tour 2017 Paris - Fujitsu et ServiceNow - une solution innovante pour faciliter la vie et améliorer la productivité : cas d'usage dans le monde des stations services
- 1. 0 Copyright 2017 FUJITSU Fujitsu World Tour Fujitsu et ServiceNow : une solution innovante. Cas d’usage dans le monde des stations- services.
- 2. 1 Copyright 2017 FUJITSU Introduction
- 3. 2 Copyright 2017 FUJITSU Our ServiceNow Footprint Around The World US SNOW Resources: 2 Certified Resources: 0 Portugal SNOW Resources: 9 Certified Resources: 0 India COE SNOW Resources: 63 Certified Resources :24 Thailand SNOW Resources: 2 Certified Resources: 0 AU & NZ SNOW Resources: 9 Certified Resources: 9 France / Belgium SNOW Resources: 33 Certified Resources: 11 UK & I SNOW Resources: 35 Certified Resources: 13 Netherlands SNOW Resources: 8 Certified Resources: 6 Nordics SNOW Resources: 3 Certified Resources: 0 Poland SNOW Resources: 2 Certified Resources: 0 Germany SNOW Resources: 8 Certified Resources: 0 Russia SNOW Resources: 12 Certified Resources: 4 GDC Resources Regional Resources New Acquisition * Numbers are set as per available information Symfoni SNOW Resources: 80
- 4. 3 Copyright 2017 FUJITSU Work Incidents Requests Cases Tasks Most Companies Stuck In An Old Work Model Departments IT HR Services Security E m a i l , S p r e a d s h e e t s , F o r m s , M e s s e n g e r , C a l l s
- 5. 4 Copyright 2017 FUJITSU Most Companies Stuck In An Old Work Model 3. Fewer than half of business processes are automated; HR and Customer Service are the worst 2. Average time leaders spent on manual admin tasks: 16 hours 1. Almost half say pace of work increased 20% or more 3r annual survey - ServiceNow surveyed 1,874 executives in companies with 500 or more employees (from C-level to managers, who are responsible for managing all or part of the company) completed the survey.
- 6. 5 Copyright 2017 FUJITSU5 Which of the following business processes are most efficient at your company and which are the least efficient? Efficiency includes the speed and ease of the process. % Best % Worst Index Best - Worst IT support or help desk requests 56% 20% 36% Purchase order requisitions 41% 25% 16% Ordering computers and software from IT 40% 26% 14% Creating departmental or project status reports 38% 30% 8% Onboarding new employees with work space, computer, badge 35% 34% 1% Requesting maintenance or equipment from Facilities 32% 34% -2% Managing maternity leave or other leaves of absence 18% 36% -18% Managing employee relocations 19% 46% -27% Efficiency index range: +100 to -100 Even the most efficient has room for improvement Most Companies Stuck In An Old Work Model 3r annual survey - ServiceNow surveyed 1,874 executives in companies with 500 or more employees (from C-level to managers, who are responsible for managing all or part of the company) completed the survey.
- 7. 6 Copyright 2017 FUJITSU A New System Of Action Is Needed W O R K FL OW & A UT O MA TI ON Request Service Self-Serve Real-Time Source of Truth Machine Notifications R E Q UE S T E R Prioritize & Assign Collaborate Automated Action Solve Issues A CT I O NE RA CT I O NE R
- 8. 7 Copyright 2017 FUJITSU Use Cases Curative Maintenance Damage Planex “ Make the dealers’ lives easier and improve the monitoring of maintenance operations. ”
- 9. 8 Copyright 2017 FUJITSU Curative Maintenance (IT & Non IT) On-site Intervention: 3 – Find the right Maintenance Contract 4 – Send the request to the Contractor 5 – Monitor the intervention(SLA) 6 – Receive the InterventionCost Invoice Field Service Management Curative Maintenance 7 – Updatethe Equipmentcharacteristics& status 8 – Approve/Rejectthe Invoice and send it to SAP for payment RunMyProcess CMDB Service Desk: 2 – Diagnose 3 – Resolve if possible Incident Management 1 – Raise an incident Incident Management & Notify Plugins 9 – Confirm the correctresolution Incident Management
- 10. 9 Copyright 2017 FUJITSU Business Process : Damage Management 1 – Raise an emergencyalert after securing the petrol forecourt 2 – Complete InsuranceClaim form Incident Management & Notify Plugins On-site Survey: 3 – Find the right Maintenance Contract 4 – Requestan on-site Survey + Quote 5 – Monitor the intervention(SLA) 6 – Approve the Survey Cost Invoice Field Service Management & Google map 7 – Send the Invoice to SAP for payment RunMyProcess Petrol Pump Equipment Repair: 8 – On-Site interventionfor repair Field Service Management RunMyProcess CMDB 9 – Register the date of statutorycontrolin Back Office systems 10 – Update the Operationalstatus of the Equipment Damage
- 11. 10 Copyright 2017 FUJITSU PLANEX (modernization, safety, sales promotion,…) 1 – Yearly action Campaignsbudget definition per GLT 2 – Mass work order creationby GLT 3 – Head of Maintenanceapproval Field Service Management 4 – Supplier selected 5 – Order sent to SAP RunMyProcess 6 – P.O. sent to supplier 7 – Supplier executesthe order and sends work reports 8 – GLT reports order based on the work reports Field Service Management 9 – Invoice sent for Approval 10 – Head MaintenanceApproval 11 - Budget consumptionupdate PLANEX RunMyProcess 12 –Invoice sent to SAP for payment
- 12. 11 Copyright 2017 FUJITSU Innovations for Service Management IVR System, Interactive SMS & Communication as a Service Live Video Support Extension of the Service Management Core
- 13. 12 Copyright 2017 FUJITSU Unique and Scalable solution Service Level Management Contract Management Incident management Field Service management Performance Analytics Web & Mobile Apps Interface Interactive SMS IVRProblem management Invoice Management Live Video Support Fujitsu IoT Remote Support Solution Monitoring
- 14. 13 Copyright 2017 FUJITSU Communication as a Service Fujitsu (Solution IVR, Interactive SMS, Call transfer, Text to Speech, Voice recording) provides all the features of an auto attendant plus the ability to use input from callers to interact with ServiceNow. It is used to remove the burden from human representatives and get customers the information they need quickly.
- 15. 14 Copyright 2017 FUJITSU Live Video Support See with Customer’s eyes …
- 16. 15 Copyright 2017 FUJITSU Invoice Management Service Contract / SLM Engine Visibility Rules Functional Categorization Interactive Voice Response System Interactive SMS QR Code scanning HMD, Vital Band Location Badge IoT, RFID, … Live Video integration Hypervision / Event management Remote control Extension of the Service Management Core
- 17. 16 Copyright 2017 FUJITSU
- 18. 17 Copyright 2017 FUJITSU Why ServiceNow ? • Company founded : 2004 • Data Centers : 8 mirrored pairs globally • 2016 revenue : $1,391B with 38% year-over-year growth Fast Facts Our comunity 3600 + enterprise customers with 37% in the global 2000 The Intelligent Automation Platform The Intelligent Automation Engine brings machine learning to your everyday work, helping you get work done smarter and faster with new levels of automation. At Our Core: The Now Platform Using a single data model, it’s easy to create contextual workflows and automate any Business process. Always On: The Nonstop Cloud No customer instance is ever offline or taken down for any reason. Ourunique, multi-instance architecture ensures each customer can fully customize cloud services and perform upgrades on their ownschedule.
- 19. 18 Copyright 2017 FUJITSU Why Fujitsu ? Fujitsu is wellrated by the Gartner as the European leader on all the outsourcing topics in the Magic Quadrant 2015 A worldwide partnership with ServiceNow. Fujitsu has more than 1000 process specialists and more than 250 ServiceNow Experts combined with 20 years of expertise in the ITSM solutions Our « Human Centric Innovation » vision drives standard process to enhance the global presentation of the Fujitsu Portfolio. Several centers of excellence all around the world. One which is located In France/Belgium with french speakers.
- 20. 19 Copyright 2017 FUJITSU
- 21. 21 Copyright 2017 FUJITSU Live Video Support One click connexion through SMS/Email Real time interactive video Video & HD Sound, Backup HD photo Co-browsing with customer Remote active flash & zoom Sharing screen and document with customer Drawing & Annotations Agent/Customer Geolocalisation of the Customer Sharing pictures & videos from customer mobile. Taking photo remotely by the agents from customer Mobile.
Editor's Notes
- Copyright 2011 FUJITSU
- Most companies are stuck in an old work model. Customer requests, IT incidents, HR cases— all following their own paths within your enterprise... moving back and forth between people, machines and departments. Unstructured. Unimproved for years. Most work is done by emails, phone calls and text messages. Tracking is done with Excel spreadsheets, stored on local hard drives, emailed around or occasionally stored in a shared folder. But, it’s all very unstructured and very hard to increase speed or provide greater transparency.
- Most companies are stuck in an old work model. Customer requests, IT incidents, HR cases— all following their own paths within your enterprise... moving back and forth between people, machines and departments. Unstructured. Unimproved for years. Most work is done by emails, phone calls and text messages. Tracking is done with Excel spreadsheets, stored on local hard drives, emailed around or occasionally stored in a shared folder. But, it’s all very unstructured and very hard to increase speed or provide greater transparency.
- To understand this better, we asked companies to map their most and least automated business processes within their organisations. What was fundamentally clear is that the IT department, perhaps unsurprisingly, has been the most advanced when it comes to automating simple processes, such as helpdesk requests or ordering new equipment. The UK as the top performer at 60% However, on a global level, the challenge now is to automate other work functions – especially HR, if we are to see the maximum returns from IA. Core processes in these departments, such as managing maternity leave and other periods of absence, as well as employee relocations, scored poorly overall.
- What’s needed is a system of action. A system that allows requesters to easily request a service or report an issue with a simple, intuitive user interface. And, to see the real-time status of fulfillment of their request or resolution of their issue. It’s important to realize, these requesters may not be humans, as the number of connected devices grows, requests will increasingly be made by machines and those machines will also be able to query to for status. Actioners will have visibility into all the requests and be able to prioritize and assign those requests for fulfillment. Teams can collaborate on resolution, even across departments to resolve issues. And again, today, much of this action is driven by humans, but over time, more and more of the action is automated, increasing the speed and lowering the cost of everything in your enterprise including IT incidents, security incidents, customer support cases, and HR requests. Underpinning this system of action must be workflow and automation to route the requests and issues, automating simple resolutions, and speeding the process for more complex resolutions. This system of action, should work across all types of work in the enterprise, internal and including customers and partners.