Delivering 90%
ticket accuracy

Schneider Electric SE is a global industrial technology leader bringing world-leading expertise in electrification, automation and digitization to smart industries, resilient infrastructure, future-proof data centers, intelligent buildings, and intuitive homes. With an ecosystem of 150,000 colleagues and more than a million partners operating in over 100 countries, Schneider Electric ensures proximity to its customers and stakeholders.

Schneider Electric required standardized governance processes and architecture to
enhance operational resilience across its global operations. The key objectives were
to improve visibility into outages, align disaster recovery with business priorities, and mitigate risks associated with a complex infrastructure. By integrating on-premise and cloud solutions, Schneider Electric supported critical global operations while ensuring the safety and security of its infrastructure. Despite operating in over 100 countries with 150,000 employees and managing a legacy-laden, complex environment, the company sought to close gaps and accelerate its digital transformation.

“Our infrastructure is a combination of on-premise and cloud, and our solutions are present everywhere.” explains Zac Nimboorkar, SVP Global Technology Services,
Schneider Electric. “From data centers to buildings and factories, we support critical
operations globally, and we need to make sure that our infrastructure is always safe
and secure.”

To enhance security, resilience, and adaptability, Schneider Electric executed the world’s largest ServiceNow ITOM deployment. This initiative provided the company
with comprehensive visibility and control, significantly reducing risk exposure. The
program allowed for rapid identification and resolution of outages, cutting down
incident resolution times from hours to minutes. The deployment also aimed to reduce the annual processing of over one million tickets by up to 20%. The collaboration between Schneider Electric, Fujitsu, and ServiceNow facilitated smoother operations by eliminating barriers to productivity.

“Through automation, project management, and IT support, we’ve removing the
obstacles that stop people from doing their jobs,” explains Michelle Hilario, Global
Service Desk Architect, Schneider Electric. “The combination of Fujitsu and ServiceNow is the perfect partnership to help us do that.” The engagement also involved organization change management from Fujitsu; one area was to upskill Schneider Electric teams so they could complete service mapping and other ongoing activities, while using the new information to better improve operations and risk response.

Schneider Electric has topped the “World’s Most Sustainable Companies for 2024” list by Time magazine and Statista. In its pursuit of carbon neutrality by 2030, Schneider Electric partnered closely with Fujitsu to drive its Green IT initiatives.

“We had a goal of 5% reduction and in the first year we were able to achieve 36%
reduction through decommissioning of a lot of the legacy systems,” Zac Nimboorkar
says. “When we look at our ecosystem, we look for partners that have similar goals
and objectives around carbon emissions. Our partnership with Fujitsu helps us deliver a sustainable reduction in our carbon footprint through technology.”