End User Outsourcing and Support Services - End-user Support Solutions

Driving Productivity and Efficiency for Your End-users

Unisys End-user Support Solutions provide your enterprise with a single point of contact for technology needs related to hardware and software. We recognize that all organizations and employees are not the same. We offer a wide range of services and greater choice and variety of technology at the organization and the end-user level. We manage each individual’s assets within your organization to ensure their computers and other devices run at maximum efficiency, allowing your people to be more responsive to customers, colleagues, and suppliers.

Our Portfolio

From support for end-users thru to PDAs and other devices, the Unisys portfolio offers robust solutions for End-user Productivity, Desktop solutions, as well as Deployment and Image Management services.

End-user Productivity Services

End-user Productivity Services provide a cost-effective way to provide your employees a customizable blend of technology choice and support, spanning from PC to mobility to communications technologies anytime and anywhere. We provide your organization with the ability to offer your business users more options and service flexibility for provisioning, managing and supporting end-user computing technology within an IT governance framework. With greater choice and 24x7 support, your end-users gain tangible productivity gains.

Desktop Lifecycle Management

Desktop Lifecycle Management offers managed solutions for the complete lifecycle associated with the management, security and administration of your end-user endpoints and devices including desktop technologies such as PCs, laptops, and peripherals, as well as mobile devices, including PDAs and notebooks (e.g., PCs, laptops, PDAs, mobile phones). Our life-cycle approach promotes ITIL-based standardization and automation and resolution optimization delivery as applied to fulfillment, management and support.

Desktop Deployment and Image Management

Unisys seamlessly upgrades your organization to the latest version of the Windows Operating System and maintains a standard desktop image for end-users via Desktop Deployment and Image Management Solution. With our highly automated processes we provide a quicker and lower cost solution to migrate devices to the next version of Windows Operating System.

Unisys Consolidated Desktop Solution

Virtualization is a new approach for the desktop; one that radically simplifies overall management, improves data security and resource utilization, and, above all, brings soaring IT costs back down to earth. Unisys Consolidated Desktop Solution addresses the growing—and expensive—challenges associated with managing and protecting Windows desktop environments.

Self-service Portal Solutions

Unisys Self-service Portal Solutions help organizations present a single, unified offering for on-demand information and applications to their end users and customers. Our self-service solutions are based on portal design, integration and operations expertise for many large-scale engagements, and offer our clients:

• Convenient access to information and a secure unified interface for conducting core-mission transactions
• Tailored portal presentations and experiences to each user’s profile
• Benefits of collaboration and productivity tools
• Ability to expose applications to users to streamline their processes
• Facilitated excellent customer service
• Reduced operating costs

Contact Us

For more information about this Solution, please contact us or call 800-874-8647 or +1 585-742-6780.

Our Insights and Trends section provides a venue for current articles, podcasts, analyst reports, and Thought Leaders to help your organization stay ahead of the trends and issues that affect operations.

Articles

• Managing technology democracy in the workplace

  Technology changes are often accompanied by fanfare, but in recent years at least one quiet technology revolution has been developing in the workplace. Individuals are adopting for work use the applications and devices they have learned to use in their personal lives.

Point Of View Papers

• Creating the satisfied customer

  A cornerstone of every organization’s end-user services group is measuring the quality of its services. Yet meeting predefined and mutually agreed-upon service levels does not lead to satisfied end-users.

• Service Desk 2010

  Not long ago computer problems were fixed by the tech support person down the hall. If you were experiencing an IT issue you would simply call a tech support person who, if you were lucky, would resolve the issue on the spot.

• Beyond SLAs

  With companies worldwide spending in excess of $160 billion on both IT and business process outsourcing, IT and business leaders are pumping up their efforts to measure the effectiveness and value of their outsourcing agreements.

• Let my technology fix your technology

  As nearly every operation of large organizations now depends on information technology, employees need far greater levels of IT support. But a major research study shows that such support won�t come easy or cheaply.

• Outsourcing goals expanding to include strategic benefits

  For years, global organizations have turned to outsourcing primarily as a way to reduce their IT operating costs. But while saving money is still important, companies are increasingly looking to outsourcing to increase IT effectiveness, improve service quality and enhance business value.

• The tenets of world class end-user services

  Increasingly, enterprise revenue, productivity and innovation directly correlate to how effectively IT leaders manage end-user services. The reason: Nearly all employees – from the CEO down to the entry-level worker – rely on IT to do their jobs.

• Rebooting governance of end-user support

  Providing effective and cost-efficient technology support has become a nightmare for many large organizations, and with good reason—the complexities have increased geometrically. There are more people to satisfy, devices to support, and sophisticated technology problems to resolve.

• Unisys and Gartner Media Program "User-driven IT services for the enterprise"

  Welcome to User-Driven IT Services for the Enterprise, a Unisys newsletter that examines the consumerization of information technology and the resulting implications for IT infrastructure, enterprise IT support and outsourcing models. Featuring current research from Gartner and Unisys thought leaders, we investigate trends in today's enterprise IT services, and what's driving them.

• Transforming IT support into a customer-centric organization

  The term “end-user services” implies the IT function is wholly about providing effective service to internal “customers.” Yet many end-user services organizations are far from customer-centric.

• Rebooting IT support

  In nearly three quarters of large organizations that participated in a recent study, 90 percent of end-users use at least one digital device supported by the IT function. When the technology doesn’t work, or the end-user doesn’t know how to use it, performance levels are significantly impacted.

• Tracing the cause and effect of IT best practices

  A recent study shows that leading IT organizations have a balanced view of the IT service delivery practices required to deliver business outcomes. It also shows that leaders execute, adjust, and innovate with a service model that applies the best mix of people, processes, and automation.

• The ever-changing customer

  Today’s end-users view technology as a commodity product that should function like their automobile. When it doesn’t, frustrations run high. Increasingly high expectations for technology lead to even higher service expectations.

• Bringing Toyota-like factory efficiency to back-office operations

  Some of the biggest factories in the world don’t move hard goods like cars, toasters, and washing machines along an assembly line. They produce information in the form of bills, payments, health insurance claims, life insurance policies, and paychecks.

• Excelling at end-user support

  Providing superior but cost-effective IT support to technology end-users has become increasingly critical and difficult. Throwing more money at the issue is not the answer. Striking the balance between flexibility and standardization is far more important.

• Smarter sourcing

  With outsourcing, traditional SLAs aided by pricing benchmarks can offer tangible measurements of the operational value and financial merits of the arrangement. But what about the less tangible gauges of business value that are rapidly gaining in importance and supplanting cost savings?

• Adaptive End-User Support

  Today’s enterprise must ensure that highly mobile, tech-savvy employees can work productively, no matter where they are or what devices they use. Unisys End-User Productivity Services are designed to deliver higher performance levels and lower costs by establishing an adaptive framework to optimize desktop services.

• Knowledge management and analytics

  End-user services groups are all about fixing the technical problems that plague an organization’s technology end-users – issues that can impact personal and organizational performance.

• Standardized IT for end users to best-fit IT service

  With companies running 24x7 operations and promoting worldwide collaboration among employees, IT services must take an approach of managed flexibility to deliver the best services to the individual performers driving financial performance, innovation, and growth.

• The changing requirements for technical support professionals

  Today’s end-users are increasingly diverse, dispersed, and technology dependent. There are more people to satisfy, devices to support, and sophisticated technology problems to resolve.

Podcasts

• Opportunities for End User Outsourcing and Support Services

  The IT industry is facing a dramatic increase in workforce mobility and portability of IT devices, along with a greater demand for outsourcing. In this podcast Tony Doye, president, Global Outsourcing and Infrastructure Services, discusses how the market views opportunities for End User Outsourcing and Support Services.

• Trends in End User Outsourcing and Support Services

  In this podcast, Tony Doye, president, Global Outsourcing and Infrastructure Services, discusses some of the economic, client decision, and market trends affecting client interest for End User Outsourcing and Support Services. Tony also addresses what Unisys is doing to build a strong portfolio of offerings and a unique go-to-market approach in order to compete aggressively in this space.

Videos

• End-User Productivity Services

  Today’s computer-savvy, mobile workforce uses technology to work any where, at any time. Meanwhile, there’s even more pressure for IT to reduce support costs without sacrificing worker productivity. Unisys adaptive End-User Productivity Services are designed for new models of service delivery – providing a roadmap for next-generation end-user services.

• ITC Awards

  Unisys clients recently won two prestigious industry awards. The Commonwealth of Pennsylvania won IDG's ComputerWorld Honors Program 2009 Laureate Award for its IT Shared Services achievements with Unisys. Unisys and The City of Minneapolis earned Outsourcing Center's Best Partnership Award, the highest honor as part of Outsourcing Excellence Awards program.

What's Hot

• End-User Productivity Services Delivers Individualized IT Support, Lower Costs

  To solve the dilemma of fewer resources and more demands in a game-changing economy, Unisys has launched EUPS, delivering the features needed to reduce end-user support costs and provide enhanced device, application and desktop support through conventional and virtualized models.

Thought Leaders

• Bart De Maertelaere

  Bart De Maertelaere is a vice president and partner at Unisys Corporation where he leads the IT outsourcing strategy and portfolio group at the global level.

• Larry Guevel

  Larry Guevel is vice president, Strategic Business Planning at Unisys. He is responsible for strategic business planning, portfolio development, balanced scorecard, and strategic partner accounts for Global Infrastructure and Outsourcing Services.

• Sam Gross

  Sam Gross is Vice President of Global IT Outsourcing Solutions at Unisys Corporation, where he leads the vision, strategy, technology development and implementation for Unisys innovative global IT outsourcing solutions.