Hosted software-as-a-service offering helps clients provide uniform levels of IT support to their end users while lowering costs of multiple platforms
BLUE BELL, Pa., November 3, 2010 – Unisys Corporation (NYSE: UIS) today announced a new solution that offers IT organizations a lower-cost alternative to coordinate delivery of IT services and support to their users.
The new Unisys IT Service Management Software as a Service (ITSM SaaS) solution is hosted in Unisys client services centers. It gives clients’ service personnel web-based access to a common set of IT service management tools based on standardized service-delivery processes, so they can provide services to end users in a uniform way.
The Unisys ITSM SaaS solution addresses a common challenge in enterprises: coordinating the activities of dispersed service desks staffed in-house, externally or both and using different service management processes and tools.
Independent research and consulting firms have estimated that, compared to on-premises solutions, a software-as-a-service ITSM offering can be implemented with cost and time savings approaching 25 percent.
“Enterprise workers’ increasing use of consumer technologies for productivity has led to an explosion in support requirements,” said Sam Gross, vice president, Global IT Outsourcing Solutions, Unisys. “In a constrained economy, organizations can’t afford inefficient service delivery systems. The Unisys ITSM SaaS solution gives them a streamlined, cost-efficient way to leverage best practices and common tools by drawing on Unisys innovation in service-management infrastructure and the expertise we’ve gained in global service delivery through serving hundreds of clients.”
The Unisys ITSM SaaS solution is modular, so clients can implement only the services they require and pay for those services on a subscription basis. This approach significantly reduces the need for capital spending on service management infrastructure and tools, while simplifying delivery of IT support services that are critical to the client’s business.
The solution implements industry-standard ITSM best practices for client-centered, integrated delivery of services driven by express end-user requirements and preferences about the way IT must support their business activities. ITSM practices are based on the IT Infrastructure Library (ITIL) v.3 framework for services management.
Unisys ITSM SaaS Provides Comprehensive Services with Flexible Deployment
The Unisys solution can be deployed either as a multi-tenant service, where IT infrastructure and applications are shared with other clients, or as a service dedicated to a single client’s use. The service subscription fees cover all application support, administration and management functions.
The solution’s standard capabilities include a customer portal, which gives administrators web access to manage their service; analytics and standard reports for all selected service modules; and service level management. The analytical reports show administrators how all modules are performing against contracted service delivery requirements.
Optional service modules that support key capabilities can be obtained as necessary, including:
- Virtual Service Desk – provides portal-based self-help for end users;
- Service Desk – provides a console for service agents to handle incident and problem management;
- Integration Services – allows service data to be shared among multiple systems;
- Knowledge Management – captures and integrates information about service events to make resolution faster and easier.
Additional optional modules include Service Request and Catalog Management, Change and Release Management, Configuration Management, Asset Tracking and Event Management.
Unisys ITSM SaaS services include application configuration and deployment, integration, hosting, system administration, user training and user support. Unisys also provides consulting services to assist clients in their IT services management design and adoption.
Unisys is a worldwide information technology company. We provide a portfolio of IT services, software, and technology that solves critical problems for clients. We specialize in helping clients secure their operations, increase the efficiency and utilization of their data centers, enhance support to their end users and constituents, and modernize their enterprise applications. To provide these services and solutions, we bring together offerings and capabilities in outsourcing services, systems integration and consulting services, infrastructure services, maintenance services, and high-end server technology. With approximately 23,000 employees, Unisys serves commercial organizations and government agencies throughout the world. For more information, visit www.unisys.com.
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Unisys is a registered trademark of Unisys Corporation. All other brands and products referenced herein are acknowledged to be trademarks or registered trademarks of their respective holders
Brian Daly, 215-986-2214