A strategic partnership between Fujitsu and ServiceNow is reporting significant returns on investment for enterprise clients adopting artificial intelligence and digital transformation initiatives. The collaboration, which has been in place for over a year, has yielded an average 791% ROI for joint customers, according to the companies. This success is attributed to a multi-faceted approach that includes Fujitsu acting as a primary user of ServiceNow’s platform, the creation of a co-innovation center, and the close integration of their respective customer support and excellence teams.
The core of the partnership lies in a hands-on, collaborative model designed to accelerate innovation and deliver tangible business outcomes. By combining ServiceNow’s platform capabilities with Fujitsu’s expertise in problem-solving, the two companies aim to help clients maximize the value of the NOW Platform and leverage emerging AI technologies, particularly in the realm of Agentic AI. This approach has led to a shift away from traditional, lengthy procurement cycles towards a more dynamic process of rapidly identifying and validating high-value use cases in direct response to client needs. The partnership’s focus on co-creation and rapid prototyping is exemplified by the new Fujitsu-ServiceNow Innovation Center in Kawasaki, Japan, which serves as a hub for joint development and client engagement.
A Partnership Rooted in Co-Creation
The collaboration between Fujitsu and ServiceNow is built on a foundation of deep integration and shared goals. Officially signed in 2024, the partnership formalized years of existing collaboration. The three pillars of this partnership are Fujitsu’s role as a ‘Customer Zero’ for the ServiceNow platform, the establishment of a co-innovation center, and the integration of Fujitsu’s Customer Advisory and Support Excellence (CASE) practice with ServiceNow’s Customer Excellence Group (CEG). This structure is designed to provide a seamless experience for clients, with a unified team from both companies working towards a common objective: maximizing the value of the NOW Platform for the customer.
The ‘Customer Zero’ Model
By acting as a primary user of the ServiceNow platform, Fujitsu gains firsthand experience and insights into its capabilities and potential challenges. This ‘Customer Zero’ approach allows Fujitsu to not only optimize its own operations but also to serve as a real-world example for its clients. This practical experience informs the development of best practices and solutions that can be applied to a wide range of enterprise environments. The deep understanding of the platform gained through this model enables Fujitsu to provide more effective guidance and support to its clients, accelerating their own digital transformation journeys.
The Kawasaki Innovation Center
The Fujitsu-ServiceNow Innovation Center in Kawasaki, Japan, is a physical embodiment of the partnership’s commitment to co-innovation. The center is jointly staffed by specialists from both Fujitsu and ServiceNow, creating a collaborative environment where clients can work directly with experts to develop and test new ideas. This hands-on approach allows for the rapid prototyping and validation of use cases, significantly reducing the time it takes to bring new solutions to market. The center serves as a hub for research, development, and client engagement, fostering a culture of continuous innovation and collaboration.
Delivering Measurable Business Outcomes
The partnership’s success is not just theoretical; it is backed by concrete results. According to Ian White, Global Head of CASE & Managed Services at Fujitsu, the collaboration has delivered significant returns for clients across a variety of industries. The average realized value for clients in the CASE portfolio is a remarkable 791%, a figure that is verified by client sponsors and stakeholders. This high ROI is a testament to the effectiveness of the partnership’s approach, which focuses on delivering tangible business outcomes rather than just implementing new technologies.
A Case Study in Transformation
One notable example of the partnership’s impact is a customer in Australia who initially engaged Fujitsu to help them retire ServiceNow from their operations. However, after three years of working with the Fujitsu and ServiceNow teams, the client’s perspective had completely changed. ServiceNow is now at the center of their digital transformation journey, and the collaboration has unlocked more than 100,000 hours of productivity and delivered an additional US$5.1 million in ROI. This dramatic turnaround highlights the power of the partnership’s collaborative and value-focused approach.
The Future of Enterprise AI
Looking ahead, the Fujitsu-ServiceNow partnership is poised to play a key role in shaping the future of enterprise AI. The collaboration is focused on driving next-generation automation, embedding responsible AI, and delivering sustainable digital solutions in complex enterprise environments. Ian White anticipates an era of outcome-based, industry-specific innovation led by agentic AI, which he describes as a technology that is “akin to when the internet was first invented.”
The Rise of Agentic AI
The emergence of generative AI, and now agentic AI, is enabling the development of autonomous problem-solvers that can be embedded across organizations. These intelligent agents have the potential to revolutionize how businesses operate, automating complex tasks and freeing up human workers to focus on more strategic initiatives. The Fujitsu-ServiceNow partnership is at the forefront of this trend, working to develop and deploy agentic AI solutions that deliver significant value to their clients. The ability to embed autonomous problem-solvers across an organization is a key differentiator for the partnership, and it is a capability that is expected to drive significant growth and innovation in the years to come.
A New Model for Innovation
The Fujitsu-ServiceNow partnership represents a departure from traditional approaches to digital transformation. Instead of focusing on lengthy procurement cycles and one-off projects, the collaboration emphasizes a continuous and collaborative approach to innovation. This model is designed to be more agile and responsive to the needs of clients, allowing them to adapt quickly to changing market conditions and new technological advancements. By working closely with clients to identify and validate high-value use cases, the partnership is able to deliver solutions that have a real and lasting impact on their business.
The Power of Collaboration
At the heart of the partnership’s success is a deep and abiding commitment to collaboration. The close integration of the Fujitsu and ServiceNow teams, combined with a shared focus on delivering value to the customer, has created a powerful synergy that is driving innovation and delivering exceptional results. This collaborative spirit is evident in all aspects of the partnership, from the joint staffing of the Kawasaki Innovation Center to the close working relationship between the CASE and CEG teams. By bringing together the best of both organizations, the Fujitsu-ServiceNow partnership is setting a new standard for how technology vendors and service providers can work together to help their clients succeed in the digital age.
