Story
ServiceNow@
Fujifilm Healthcare
How Fujifilm Healthcare Runs Shared Services on Customer Service Management
Fujifilm Healthcare, a health care organization in Japan, uses Customer Service Management from ServiceNow to support shared services for HR, facilities, and finance ops.
Value results
| Category | Value result |
|---|---|
| Productivity | Handoffs in shared services sit in a shared queue instead of a mailbox trail |
| Risk and compliance | Customer Service Management is the governed place HR, facilities, and finance ops use for shared services |
| Capability | New joiners can see how shared services actually runs |
Story
Health Care work at Fujifilm Healthcare spans more than one site, even when headquarters sits in Japan. Employee requests was splitting across regional habits. HR, facilities, and finance ops asked for a shared way to run shared services without freezing local judgment.
ServiceNow (Customer Service Management) is what they standardized on. ServiceNow is the enterprise workflow platform for IT, employee, and customer service, with a single data model across departments. Fujifilm Healthcare uses it as the system of record for employee requests, with HR, facilities, and finance ops as the primary operators and other groups coming in through the same queue.
Leaders get a picture they can actually walk. Teams get fewer mystery statuses. The story is about operating change, not an unpublished percentage.
