Providing effective field services is getting harder for enterprise organizations in an increasingly complex world. Organizations must now deal with a vast range of technologies that demand specialized skills across geographical regions. This increased complexity slows the resolution of incidents as organizations struggle to quickly deploy appropriate resources with the necessary knowledge and expertise.
Fujitsu demonstrated a novel solution to this problem at this year’s Knowledge17 conference. Using predictive analytics, close integration with ServiceNow and their Augmented Reality visor, Fujitsu can automatically identify an impending failure, generate a request in ServiceNow, assign an engineer based on geographical location and expertise and then provide both ticket information and repair guidance to the engineer via their augmented reality visor.
Borrowing heavily from proven industrial applications of these technologies and approaches, Fujitsu believes that this approach can proactively eliminate incidents, reduce incident recovery time, increase engineer utilization and provide better employee performance metrics.
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