Fujitsu & ServiceNow: Value at the Heart of Transformation

Fujitsu’s global strategic partnership with ServiceNow is transforming how enterprises approach AI adoption, digital transformation and strategic innovation – with measurable results showing an average 791% return on investment for joint customers over the past year.

Building on years of collaboration, the partnership officially signed in 2024 is centred on three core components: Fujitsu’s own role as a ‘Customer Zero’ exemplar of the ServiceNow platform, the establishment of a co-innovation centre 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, explains how the partnership addresses a fundamental challenge facing enterprises looking to maximise the potential of the NOW Platform and start leveraging more AI capability, especially Agentic AI.

“The really exciting thing that we're doing with our customers and the ServiceNow platform around AI at the moment is we're helping them innovate where they are,” explains Ian. “We have a true partnership that is a combination of ServiceNow, in particular with their Customer Excellence Group, our CASE practice and the customer. We all have one common goal, maximise the value of the NOW Platform for the customer.

“We’re providing a way of bringing ServiceNow’s platform capability and Fujitsu's expertise in solving problems for organisations within that AI space to our customers in a very innovative way that allows us to prototype quickly and effectively.”

The partnership’s innovation methodology represents a departure from traditional approaches. This is institutionalised in the new Fujitsu-ServiceNow Innovation Center in Kawasaki, Japan: designed as a hub for co-innovation. 

Staffed jointly by Fujitsu and ServiceNow specialists, the centre exemplifies the partnership’s hands-on, collaborative model. 

“We bring our innovation group, made up of both ServiceNow and Fujitsu employees, to work right alongside our clients,” Ian says. “This dynamic approach allows for the rapid identification and validation of high-value use cases, often developed in direct response to client needs rather than through lengthly procurement cycles.”

The partnership is delivering measurable business outcomes. Ian cites a customer in Australia who originally engaged Fujitsu to help retire ServiceNow from their operations. “Three years later, ServiceNow is now at the centre of their digital transformation journey. We unlocked more than 100,000 hours of productivity and delivered US$5.1m in additional ROI,” notes Ian. 

Across the CASE client portfolio, the average realised value has been a striking 791%, a figure that Ian says is verified by client sponsors and stakeholders.

The Fujitsu-ServiceNow partnership is set to drive next-generation automation, embedded responsible AI and sustainable digital solutions across complex enterprise environments. 

Looking ahead, Ian anticipates an era of outcome-based, industry-specific innovation led by agentic AI. 

“We are at such an exciting time – this is akin to when the internet was first invented. The rise of generative AI, and now agentic AI, is enabling us to embed autonomous problem solvers across organisations. There’s nothing else like it in the market, and the value it delivers goes right to the heart of transformation.”

Read the full story HERE.