Key Takeaway
Fujitsu’s strategic partnership with ServiceNow, formalized in 2024, is revolutionizing AI adoption and digital transformation for enterprises, yielding an average ROI of 791% for joint customers. Key elements include Fujitsu as a ‘Customer Zero’ for ServiceNow, a co-innovation center in Kawasaki, and integration of Fujitsu’s Customer Advisory and Support Excellence with ServiceNow’s Customer Excellence Group. This collaboration fosters rapid prototyping and innovation tailored to client needs, exemplified by a case where ServiceNow became central to a client’s digital transformation, unlocking significant productivity and ROI. The partnership aims to drive next-gen automation and responsible AI solutions across enterprises.
Fujitsu’s global strategic partnership with ServiceNow is revolutionizing how enterprises approach AI adoption, digital transformation, and strategic innovation—demonstrating measurable results with an average return on investment of 791% for joint customers over the past year.
Building on years of collaboration, the partnership, officially signed in 2024, focuses on three core components: Fujitsu’s role as a ‘Customer Zero’ exemplar of the ServiceNow platform, the creation of a co-innovation center 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, discusses how the partnership tackles a fundamental challenge for enterprises aiming to maximize the potential of the NOW Platform and leverage more AI capabilities, particularly Agentic AI.
“The truly exciting aspect of our work with customers and the ServiceNow platform around AI is that we’re helping them innovate in their current environments,” Ian explains. “We have a genuine partnership that combines ServiceNow, especially their Customer Excellence Group, our CASE practice, and the customer. We all share a common goal: to maximize the value of the NOW Platform for the customer.
“We’re creating a pathway to integrate ServiceNow’s platform capabilities with Fujitsu’s expertise in solving organizational challenges within the AI space, allowing us to prototype quickly and effectively in an innovative manner.”
The partnership’s innovation methodology marks a shift from traditional approaches, institutionalized in the new Fujitsu-ServiceNow Innovation Center in Kawasaki, Japan, designed as a hub for co-innovation.
Jointly staffed by Fujitsu and ServiceNow specialists, the center embodies the partnership’s hands-on, collaborative model.
“We bring our innovation group, consisting of both ServiceNow and Fujitsu employees, to work directly alongside our clients,” Ian states. “This dynamic approach facilitates the rapid identification and validation of high-value use cases, often developed in direct response to client needs rather than through lengthy procurement cycles.”
The partnership is yielding measurable business outcomes. Ian highlights a customer in Australia who initially engaged Fujitsu to help phase out ServiceNow from their operations. “Three years later, ServiceNow is now central to their digital transformation journey. We unlocked over 100,000 hours of productivity and delivered US$5.1 million in additional ROI,” Ian notes.
Across the CASE client portfolio, the average realized value has been an impressive 791%, a figure Ian confirms is validated by client sponsors and stakeholders.
The Fujitsu-ServiceNow partnership is poised to drive next-generation automation, responsible AI integration, and sustainable digital solutions across complex enterprise environments.
Looking ahead, Ian envisions an era of outcome-based, industry-specific innovation driven by agentic AI.
“We are at an incredibly exciting time—this is reminiscent of the dawn of the internet. The emergence of generative AI, and now agentic AI, is allowing us to embed autonomous problem solvers throughout organizations. There’s nothing else like it in the market, and the value it delivers is fundamental to transformation.”
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