Protecting the flow of work

Shaping inspirational performances

IT teams are often overwhelmed by rising ticket volumes¹, fragmented legacy tools and rigid workflows that demand constant manual intervention and prevent proactive resolution—while leaders demand IT to simultaneously reduce cost, prove ROI and enable faster transformation.

But the context has changed. Accelerating AI adoption means workplace support is no longer a background utility. It is now one of the most visible indicators of whether an organization can change—without losing momentum.

¹ Industry data from organizations like HDI, ServiceNow indicate that roughly half of all IT service desks report surging year-over-year ticket volumes, with natural IT expansion routinely adding 10-20% more incidents and requests to agent queues if left unautomated.

Digital Workplace Services

From friction to flow

Today’s reality	Fujitsu Agentic Service Desk
Employees navigate fragmented tools & systems	Seamless, unified experiences within the digital workplace
Work is interrupted by tickets, delays and manual processes	Services are embedded into the natural flow of work
Inconsistent user experiences across platforms	Context-aware, personalized interactions

This is the efficiency trap in action: optimizing for throughput and cost creates fragility under change, leaving IT reactive when the organization instead needs it to lead.

Fujitsu’s Agentic Service Desk helps IT shift away from the efficiency trap. It is not simply “a better service desk”; it reframes IT service design into a new, personalized agentic service layer that helps IT shift from tickets to orchestration, from SLAs to XLAs, experience and outcomes and from reactive support to proactive service design.

As part of that, Aurora our agentic AI virtual workplace agent helps reduce operational strain by resolving routine needs faster and more consistently, while creating the conditions for continuous optimization and better decision-making through greater visibility into experience.

From employee frustration to experience-led outcomes

Today’s reality	Fujitsu Agentic Service Desk
Disjointed experiences impact productivity	Seamless experiences improve productivity & engagement
Low adoption of workplace tools	Intuitive interactions drive higher adoption
Employee experience seen as secondary	Experience becomes a key driver of business performance