Fujitsu provides global service desk solutions to help enterprises meet their needs for responsive, personalized IT support across locations and time zones. Their service desks offer high-quality, multi-channel support in multiple languages through a standardized platform compliant with ITIL and ISO processes. Fujitsu aims to continuously improve service through their lean "Sense and Respond" philosophy which focuses on eliminating waste and understanding what matters most to customers.

1. SERVICE DESK
Understanding the
Global Enterprise
The challenge for many global enterprises today is establishing the
best way to link their service desk services with their enterprise
technology and business strategy, anywhere in the world, at any time.
The primary needs of most organizations are simple: faster responses
to resolving their problems, a personal touch to their service, and
cost-effective solutions that can be quickly and easily implemented
along with successful, ongoing delivery. Businesses also require 24x7
support across all time zones and a consistent service experience for
all users, regardless of when and where a service call is placed.
SERVICE DESK NEEDS A growing number of companies are environment. Our extensive development
outsourcing the provision of IT support to capabilities, implementation experience,
Most global enterprises’ a global service delivery partner. At Fujitsu, and ongoing operational support services
service desk needs include: we believe the service desk lies at the deliver many benefits—from cost reduction
heart of delivering impeccable service. It is to effective change management.
High levels of the window into our customer’s business
user productivity and that provides the information and insight THE GLOBAL SERVICE DESK
satisfaction. needed to ensure that service improves BY FUJITSU
and evolves to meet the expectations of
High-performance IT service The Fujitsu service desk mission is to
our customers’ customer.
that is based on ISO/IEC deliver high service quality with the
20000-compliant processes. lowest ongoing operational support
Our service desk solutions simplify
costs using traditional offshore, onshore,
A business outcome-based complex operational planning processes,
and home-shore delivery methods.
approach to service delivery. helping your organization to accurately
We accomplish this by applying lean
forecast business needs, technology
principles to the way we deliver services,
Support in and for requirements, and project specifications
to continually improve both our customers’
multiple countries, time for a more successful service desk
zones, and languages.
and our own businesses.
Continuous improvement in
line with business needs.
Figure 1: Fujitsu America Service Desk Locations

2. Our lean philosophy is derived from the Toyota Production is built on a logical, robust and modular toolset with the
System. It is a way of working that creates value, eliminates flexibility to be configured for specific business needs.
waste, and builds a culture of continuous improvement.
Our people, in combination with our processes, tools and TRIOLE for Services provides a rapid migration path for
methodologies, are key to making the lean philosophy organizations that want to adopt a standardized, ITIL-
work. They make continuous improvements to service desk informed and ISO/IEC 20000-compliant approach to
delivery an everyday occurrence. service management.
THE FUJITSU SERVICE DESK DIFFERENCE Compelling Customer Experience
Fujitsu believes that service performance strongly
Driving Continuous Service Improvement By How
influences user perceptions and their general attitude to IT.
People Work
Metrics such as First Time Fix (FTF) and Average Elapsed
At Fujitsu, our implementation of the lean philosophy in a
Time (AET) directly improve our customers’ experience of
service environment is called Sense and Respond. This
the service. TRIOLE for Services supports both front-line
unique way of operating the service interface focuses on
staff and self-help portals with excellent collaboration and
understanding what matters to our customers so we can
knowledge management capabilities to ensure that wasteful
continually find better ways to deliver it. Our Service Desks
calls are eliminated and business disruption reduced. We
pioneered Sense and Respond and its success makes
also measure softer metrics such as customer satisfaction
the service interface highly efficient, proactively increases
at various levels so we can identify both strategic and
the effectiveness of the entire business and results in
operational needs. This helps us determine what matters
continuous improvement throughout the organization.
most to a customer’s business and respond accordingly.
Delivering Consistent Service Desk Excellence
Delivering Value
Fujitsu delivers a consistent, cost-competitive, multi-lingual
At Fujitsu, we recognize that measuring performance
service desk, with the same processes and standards
against SLAs is important. But we also believe that
used across our global network. We achieve this through
measuring the value we deliver is critical if we are to achieve
TRIOLE® for Services, an integral component of our
service improvement in line with evolving business needs.
Service Desk offering, which provides the core set of
By focusing on what really matters to our customers and
service management processes and supporting toolsets.
their customers, Sense and Respond lets us eliminate
The Fujitsu architecture for delivering TRIOLE for Services
waste, not just make waste cheaper.
Figure 2: Sense and Respond

3. The Fujitsu approach to service desks lets us deliver OUR SERVICE DESKS OFFER
improved user productivity and satisfaction, a service
delivery approach that is based on business outcomes, • Global reach: a single point of contact for all incidents,
continuous improvement in line with our customers’ problems and requests from your employees or
business needs, support in multiple countries, time zones, customers worldwide.
and languages, and high-performance, standardized IT
service platform that is based on processes compliant with • Multi-channel capability: from phone to email, web
ISO/IEC 20000. chat and fax, plus web- enabled services including
self-help and collaborative browsing.
WHAT WE OFFER • Multi-lingual support: calls are answered by agents
Fujitsu provides Service Desks to over 200 customers fluent in the caller’s language, including Afrikaans,
globally. Our global Service Desks have been strategically Cantonese, Danish, Dutch, English, Finnish, French,
located to enable us to offer follow-the-sun capability. They German, Greek, Indonesian, Italian, Japanese, Korean,
are supported by local service desk operations in over 40 Malay, Mandarin, Norwegian, Polish, Portuguese,
countries and five continents, with a total of over 14 million Russian, Spanish, Swedish, Tagalog, Tamil, Thai,
calls handled every year. We have the global and local Turkish and Welsh.
presence needed to best serve our customers and act as • High-quality agents: well-educated and fully-trained
a single virtual Service Desk, wherever and whatever the personnel deliver the highest service standards.
scope or scale of your business.
• Management of third-party support providers: for
incidents and requests plus performance reporting.
This geographical reach, coupled with our unique approach,
enables Fujitsu to offer flexible, blended service solutions • Commitment to continuous service improvement:
to suit the specific requirements of your business, at the to keep the service in tune with business priorities.
best cost. We can also support your end-users, whether
staff or customers, across multiple channels and in multiple
languages. This lets us focus on continuously improving
your service desk operations to deliver maximum value,
while also staying in tune with your changing needs.
Figure 3: Sense and Respond: Based on the Principles of Lean Thinking

4. HOW CUSTOMERS HAVE BENEFITED
ENABLING THE GLOBAL ENTERPRISE
Fujitsu provides a full array of managed infrastructure solutions. As part of those solutions, Service
Desk is a component of the dynamic infrastructure offerings from Fujitsu. Fujitsu is your trusted partner
for making service desk and managed infrastructure services simple. We are arguably the most global Fujitsu America, Inc.
vendor, with leadership market share in Europe, Asia, and North America. With 175,000 employees 1250 East Arques Avenue
worldwide in over 80 countries speaking 29 languages, we can service your infrastructure in place, with Sunnyvale, CA 94085-3470, U.S.A.
a two-hour response, to cities throughout the world. Fujitsu can deliver unique value to global clients by Telephone: 800 831 3183 or 408 746 6000
Fax: 408 764 5060
helping them standardize global delivery, operations, and support. At the same time, we have the local Web: us.fujitsu.com/solutions
presence and understanding to do business with clients who have regionally diverse languages and Email: solutions@us.fujitsu.com
cultures. Fujitsu leverages best-of-breed infrastructure solutions to reduce risk, complexity, and cost.
Fujitsu, the Fujitsu logo, and TRIOLE are
ABOUT FUJITSU AMERICA trademarks or registered trademarks of
Fujitsu Limited in the United States and other
Fujitsu America, Inc. provides a complete portfolio of business technology services, computing platforms, countries. All other trademarks and product
names are the property of their respective
and industry solutions. Fujitsu platform products are based on scalable, reliable and owners. The statements provided herein are
high-performance server, storage, software, point-of-sale, and mobile technologies. Fujitsu combines for informational purposes only and may be
amended or altered by Fujitsu America,
its renowned platform offerings with a full suite of onshore, near shore and offshore system integration, Inc. without notice or liability. Product
outsourcing, and datacenter services covering applications, operations, infrastructure, customer service, description data represents Fujitsu design
and multi-vendor lifecycle services. Fujitsu provides industry-specific solutions for retail, manufacturing, objectives and is provided for comparative
purposes; actual results may vary based
healthcare, government, education, financial services, and telecommunications sectors. on a variety of factors. Specifications are
For more information on Fujitsu America’s business scope, visit http://us.fujitsu.com/solutions. subject to change without notice.
©2010 Fujitsu America, Inc.
All rights reserved.
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