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Proactive Agentic Support

Move beyond manual, reactive IT support

Traditional workplace services built around stability, standardisation and cost efficiency can leave IT teams focused on resolving issues rather than driving improvement. Services designed to be reactive simply create more friction and can become increasingly fragile as business needs evolve. Legacy tools, reactive processes and rising ticket volumes only add to the pressure. What needs to change for IT to keep pace with the business?
Organisations need support that is more proactive and intelligent, automating routine support, connecting services across the technology landscape and responding to changing needs in real time. Proactive agentic workplace support enables IT to move beyond tickets and triage towards continuous improvement and transformation.

A workplace that works

Business transformation is now a constant rather than a destination. IT teams need the visibility, choice and control to deliver services that evolve with the business, while employees expect personalised tools and support that adapt to their roles, needs and ways of working.
The result is a workplace experience that adapts to people, evolves with the business and helps employees perform at their best.

Offerings

Agentic Service Desk

Imagine human-like service delivered by workplace agents that engage with employees in their native language, classify requests and orchestrate support autonomously. Humans remain in the loop where necessary, receiving a seamless handoff from agent colleagues.
AI-powered agentic service desk for workplace support. Image was generated using AI.

Offering details

Shifting from efficiency trap

Move beyond ticket-driven support with more automated and autonomous services that use agents that continuously learn and move towards proactive support.
Employee supported by proactive agentic workplace services that reduce friction and enable IT teams to automate routine support and drive transformation.

Reframing IT service design

A new approach to IT service design creates end-end digital workplace services that connect people, tooling and business outcomes.   
Employee using proactive digital workplace services that prevent issues and improves business outcomes.

Recognised as a Leader in Digital Workplace Services

Leader

• IDC MarketScape for Worldwide Digital Workplace Services 2024 • IDC MarketScape: European Human Digital Workplace Services 2025
Analyst recognition from IDC for Fujitsu on Digital Workplace Services

Challenger

Gartner Magic Quadrant for Outsourced Digital Workplace Services 2025
Analyst recognition from Gartner for Fujitsu on Digital Workplace Services

Leader

• ISG Provider Lens™ Future of Work Services 2025 • Leader in 6 quadrants in the UK, Leader in 5 quadrants in Australia
Analyst recognition from ISG for Fujitsu on Digital Workplace Services

Disruptor

Avasant Digital Workplace Services 2025 RadarView™
Analyst recognition from Avasant for Fujitsu on Digital Workplace Services

Customer stories

Westpac

Financial institution Westpac transformed its digital workplace with an end-to-end digital workspace service and Office 365 support, enabling over 5,000 employees to work remotely. A new VPN-based network architecture was deployed in two weeks, restoring productivity and ensuring business continuity.
Westpac customer story highlighting a digital workplace transformation that enabled secure remote working and improved employee productivity.

Teijin Limited

Teijin, a leading Japanese company in the textile industry, has adopted Fujitsu’s ‘Career Development’ service to support the development of talent essential for driving digital transformation. Fujitsu provides tailored consultations and practical training to 20,000 employees to help Teijin realize its long-term vision of becoming a company that supports the society of the future.
Teijin customer story highlighting workforce development and digital transformation through employee learning and skills development.
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