Welcome to the Symfoni ESM blog

We keep you updated on ServiceNow and the latest trends, news, tips and best practices within Enterprise Service Management

There’s a long history of scientists and inventors who experimented on themselves. Back in 1998, Professor Kevin Warwick at the University of Cybernetics in Reading, UK, had a silicon chip implanted under his skin. It had an RFID tag attached to it and sent radio signals to different devices all over the campus. Warwick could be tracked everywhere he went, doors opened seemingly miraculously as he approached, and lights switched on in labs. The simple processes of his day-to-day life were controlled by the technology inside his body.

Guest blog from Carey Blunt, Fujitsu.










That’s not something I’m tempted to do to myself. And if you look up other scientists from history who used their bodies to test hypotheses, it can be pretty scary reading. But, the reason they did that kind of work is easy to understand. If you’re going to convince people that your ideas are right, then what better way to do it by putting yourself at risk.

OK, so implementing ServiceNow wasn’t a risky venture. At Fujitsu, we knew it was the right thing to do. But, we wanted to prove that the benefits it promised could be realized across a complex, global enterprise that was seeking to be at the cutting edge of both technology and business practice. We did it. It’s how we can eat, sleep and breathe ServiceNow: because it’s made us a better company. Better able to serve our customers. And more knowledgeable and experienced in its implementation. Yes, we made some mistakes, we hit some problems, but they made us even more skilled at making ServiceNow work for our customers.

And it’s not just all about ITSM. Sure, we use ServiceNow for Fujitsu’s own internal IT Service Desk function but we’ve also implemented it for our internal HR Case Management, Facilities Management, Risk and Compliance Assurance. In total, 30,000 internal end-users will benefit from it. Imagine that! A single point of self service for all those functions. We also have plans to add others on top. Many of our customers tell us that, while they recognize the power of the approach, they struggle to break away from the ITSM services they’re used to providing and into non-ITSM services like the ones I mentioned. Now, I can show them how we’ve done it for our own services, which means we’re very qualified to help them follow the same path.

The story is a fascinating one – and not just for me – but for all companies seeking to make the most of the opportunity that ServiceNow represents. My break-out session at Knowledge17 at 9am on Thursday 11th May will reveal all. When I’m not eating, or sleeping, I’m talking about ServiceNow (the breathing is constant, luckily!), so come and hear the story, and check out that I’m still a normal person!



Recent Posts

Recent Posts