Unisys Reaches for the Clouds with New IT Service Management Solutions

Unisys Corporation (NYSE: UIS) today announced a new suite of cloud-based IT Service Management (ITSM) solutions. These new additions to Unisys ITSM offerings are intended to help clients quickly implement an ITIL-based system that improves delivery of IT support services to end users, simplifies service operations and helps reduce capital and operating costs.

The new Unisys ITSM solutions comprise Remedy as a Service, an ITSM toolset delivered through a software-as-a-service (SaaS) model; a customer-focused user portal capability; and the capability to complement ITSM services with Unisys Mobility Solutions. To accelerate these solutions, clients can also draw on Unisys ITSM consulting practice and deployment expertise.

The typical enterprise today is challenged with modernising an aging service desk, moving to a more customer-focused approach to end-user services, and leveraging current investments in IT assets. However, the decision to purchase an ITSM tool – even a SaaS-based one – may not account for factors that can lead to additional costs.

“It’s becoming financially and logistically impossible for enterprises to buy and maintain all the tools they need to deliver uniform IT services,” said Larry Dunn, vice president, solution portfolio management, Unisys Global Managed Services. “Beyond just the complexity of the toolset lie the hidden costs of ownership and of the time and labour required to implement the solutions. Our new ITSM solutions help clients solve those problems. We enable clients to draw on Unisys’ ITIL-based processes and hosted services to create an integrated, cost-efficient system that cuts the time it takes to begin delivering consistent IT support services. Our solutions empower clients to keep their end users productive and manage costs more effectively.”

As a leading provider of ITSM services, Unisys has experience that enables clients to quickly modernise their legacy toolset, train and organise their support teams around core ITIL support processes, and build a roadmap to allow ITSM to drive further automation and control within the overall IT operation.

Remedy as a Service: A Simple Solution for ITSM
A new addition to Unisys ITSM managed services portfolio, Remedy as a Service is hosted in Unisys’ global data centres. It provides clients with a SaaS version of the widely used BMC Remedy IT Service Management Suite without having to purchase, maintain or customise the technology.

Ready to use “out of the box,” this solution gives clients fast access to ITIL-based service management capabilities for a range of functionality, including service desk, service request, change, asset and service level management – all with an enterprise class configuration management database (CMDB). Clients can also add capabilities to their ITSM solution, such as mobile access and service costing, which enables them to track the costs of providing IT support within their organisation. Clients can realise quicker time to value because they can be operational within 90 days.

Because Unisys provides, maintains and manages the infrastructure on which Remedy as a Service operates, clients can dramatically reduce start-up time and costs.

All Unisys ITSM solutions come with a dedicated service desk to support the internal IT support team, including an operational knowledge base built over 20 years of providing managed service-desk support. Clients benefit not only from the ease of use the new ITSM solution provides, but also from the institutional knowledge Unisys has built through thousands of client interactions. This experience enables Unisys to guide clients in properly setting up a service support operation, using Unisys’ service delivery process to increase operational efficiency.

In addition, Unisys provides Innovation Workshops to show clients how to reinvest ITSM cost savings back into the business.

Consumer-Style Portal Makes It Easier to Obtain Services
Unisys ITSM solutions now feature a service request management portal configured as a consumer website. The portal makes it easier for end users to navigate the service catalogue and prioritise service delivery by identifying the services they need most urgently – for example, configuring their smartphone to access corporate email securely. The portal also provides optional access to chat-based support and enables users to post service tips to foster a collaborative, self-service environment for the entire user community.

Unisys Mobility Solutions Provide a Powerful Option
To assist IT support and IT asset operations in handling the growing influx of mobile devices, clients can optionally complement their ITSM capabilities with services from Unisys Mobility Solutions. By doing so they can integrate device-related information into the support and asset systems, and more importantly, access Unisys’ dedicated mobile device help desk. Gaining visibility into mobile application performance makes it easier to provide proactive and improved on-demand support for mobile end users.

Consulting Practice Builds on Knowledge Capital for Improved Service Delivery
Unisys expert consultants can help clients reduce the time it takes to implement and realise value from their ITSM solutions. For example, the Unisys ITSM practice has recently upgraded scores of enterprises to the latest version of Remedy ITSM. These consulting services enable clients to refine their use of ITSM solutions and tune their internal service management practices.

Drawing on Unisys ITIL-based service delivery framework and applying Lean Six Sigma techniques, Unisys ITSM practice consultants enable clients to move from a reactive help desk to a true service management practice, optimising process and reducing waste within their service delivery operations. The Unisys experts also help clients understand how they can fully integrate core ITSM functions into the rest of their IT operations.