Mazda Logistics Europe wanted to replace its basic incident and service request management forms with a self-service portal. Fujitsu developed a system integrated with ServiceNow and Jira. Resolution times are now 25% faster and 40% of incidents are resolved without manual agent intervention. Challenge Mazda Logistics Europe recognized that its basic incident and service request management system was time-consuming for service desk agents who had to dispatch all incident records and delivered a suboptimal experience for end-users. Solution MLE engaged long-time partner, Fujitsu, to develop a solution to improve the service. Fujitsu designed a self-serve portal through an integrated ServiceNow and Jira system. Outcomes • 40% reduction in manual service desk agent dispatc

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