ServiceNow improves customer service management

Net 1/2016,  2016-12-27

”ServiceNow is quickly becoming one of the most widely used customer service platforms. It is a comprehensive end-to-end package, which is definitely not just another support ticketing solution," says Eero Walden, sales manager of Fujitsu.

ServiceNowLast summer, Fujitsu acquired Symfoni ESM, which is headquarted in Norway. This acquisition established Fujitsu as the largest ICT service management system provider of ServiceNow in Scandinavia and one of the leading ServiceNow providers in Europe.

As a result of the business agreement, Fujitsu doubled its capabilities in delivering service management consulting, implementation and managed services to enterprises. The deal comprises four Symfoni companies based in Finland, Norway, Belgium and the Netherlands. The business is largest in Finland, where the company has 30 experts.

ServiceNow is rapidly becoming the most commonly used service management platform. The Symfoni ESM consultants have completed more than 350 ServiceNow projects around the world, offering top-level expertise on enterprise service management strategy, implementation, integration and training.

"ServiceNow is a comprehensive end-to-end package, and much more than just another support ticketing solution. We are continuously developing our services on a very broad scale, including service management, front-desk reception, marketing, quality measurement and mobile field work, for instance. With our strong integration knowhow, ServiceNow provides modern interfaces with a variety of purposes to software development. For example, our strong SAP expertise opens up a lot of new possibilities for our customers, and we have, in fact, completed such projects already," says Eero Walden (below on the left).


Why customers and analysts love ServiceNow

Acquiring Symfoni ESM reinforces significantly Fujitsu's SaaS-consulting, service desk IT, IT service management, and customer service management solutions. Symfoni ESM has approximately 80 employees, who will join Fujitsu’s existing ServiceNow SaaS team of 150 employees in the UK, Belgium, and in global delivery centers around the world.

Symfoni's experts will be providing consultancy on various projects dealing with service management.

"The joined expertise of Fujitsu and Symfoni covers a whole range of service management initiatives. We are here to assist our customers from their very first choices onwards and every step of the way – from building solutions and implementing them to providing ongoing service support. We're also the authorized training partner of ServiceNow," says Hannes Hirvikallio (top picture on the right) from Symfoni.

ServiceNow is a tool for modern companies, and it has been recognized as a 'leader' in Gartner Magic Quadrant.

"We can offer our customers flexibility and cost predictability – just like Gartner and other analysts have acknowledged," says Hirvikallio.

For more information, please contact Eero Walden , p. 040 8358 280 

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Published in the Net Magazine 1/2016,  2016-12-27

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