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.”

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