Fujitsu

Fujitsu Limited's Global Solutions business, with technology services revenue of approximately ¥3.2 trillion ($24 billion) in FY2022, provides managed IT services to enterprise and government clients across Europe, Asia-Pacific, and the Americas. The company's IT service management (ITSM) operations handled millions of service tickets annually — incident management, change requests, service requests, and problem management. Many ITSM processes were manually executed: service desk agents logged tickets, categorized issues, assigned them to resolver groups, and tracked resolution through email-based workflows. Manual ticket handling cost approximately $15-25 per interaction, with average resolution times of 4-8 hours for standard incidents. First-contact resolution rates were approximately 55-60%, meaning 40-45% of tickets required escalation and additional handling.

Between 2021 and 2023, Fujitsu deployed its RunMyProcess workflow automation platform and AI-powered ITSM tools across its managed services operations:

• Automated ticket classification and routing: Deployed natural language processing (NLP) models that automatically classified incoming service tickets by category, priority, and required resolver group, eliminating manual triage by service desk agents. The system processed ticket descriptions and matched them to known issue patterns with 85%+ accuracy.
• Self-healing automation: Implemented automated remediation scripts for common infrastructure incidents (server restarts, disk space cleanup, certificate renewals, backup failures). When monitoring tools detected known issue patterns, remediation was triggered automatically without creating a ticket, resolving issues before users reported them.
• RunMyProcess workflow orchestration: Deployed RunMyProcess to automate multi-step IT service workflows — user onboarding/offboarding, access provisioning, software deployment, and change management approvals. Each automated workflow replaced 30-60 minutes of manual effort across multiple systems and teams.
• Virtual agent deployment: Implemented AI-powered virtual agents on service desk channels (chat, email, phone) that handled routine requests (password resets, access requests, status inquiries) without human intervention.
• Predictive analytics: Built predictive models that identified recurring incident patterns and recommended permanent fixes, reducing the volume of repetitive incidents over time.

• Ticket volume reduction: Self-healing automation and predictive analytics reduced the volume of human-handled tickets by 20-30% as common incidents were resolved automatically.
• First-contact resolution improvement: AI-powered virtual agents and automated workflows improved first-contact resolution rates from 55-60% to an estimated 70-75%.
• Cost per ticket reduction: The combination of automated triage, self-healing, and virtual agents reduced the average cost per service interaction significantly below the $15-25 manual handling cost.
• Resolution time improvement: Average incident resolution time decreased as automated classification eliminated manual triage delays and self-healing resolved common issues in minutes rather than hours.
• Operating efficiency: The automation program contributed to Fujitsu's technology services margin improvement as managed services contracts became more profitable through reduced labor content per ticket.
• Timeframe: ITSM automation deployed and scaled over 2021-2023.

• Fujitsu's RunMyProcess platform provided a proprietary low-code automation framework that could be configured for diverse client environments
• Massive ticket volume across Fujitsu's global managed services portfolio provided sufficient data to train NLP classification and predictive models
• ITIL-standardized processes across Fujitsu's service operations enabled templated automation workflows that could be deployed across multiple client environments
• Contractual SLA structures incentivized automation investment, as faster resolution and fewer escalations directly improved contract profitability