End User Outsourcing and Support Services - Business Service Management

Optimizing Service Delivery Across the Globe

Built on ITIL-based automated processes and globally integrated support, Unisys Business Service Management solutions provide you with services and best practices that work together to provide your organization with optimized service delivery. Our Service Desk capabilities serve as the foundation for accelerating and maximizing value while lowering your organization’s IT costs and risk.

We leverage a robust self-help capability tightly integrated with our global help desk, remote resolution delivery and deskside multi-vendor support functions to drive incidents to the most optimal delivery channels providing you with faster time-to-resolution, decreased cycle times and lower costs. Our Business Service Management framework provides an end-to-end view of your IT infrastructure enabling us to monitor and manage across all geographies, internal IT and third- party service providers. With our single enterprise-wide view, we analyze and correlate events and take pre-emptive actions to prevent repeated incidents, reducing risk and lowering your cost of operations.

Our Portfolio

Unisys Business Service Management solutions provide you with services and best practices that work together to provide your organization with optimized service delivery.

Converged Remote Infrastructure Management Suite

Unisys provides a converged, global remote monitoring and management capability view across all of your IT infrastructure towers, as well as in-house and third-party suppliers, providing proactive and preventive incident and problem management and resolution. Our solution leverages a worldwide network of cost-effective delivery centers and our global Business Service Management Platform to deliver consistent ITIL/ISO20000-certified results anywhere you conduct business. Supported components include servers, storage, network (WAN/LAN), security, infrastructure, and IP telephony.

Service Desk

Unisys offers a single point of contact – via phone, email, or self-service on the website – with consistent, seamless delivery worldwide, 24x7. Our agents manage each request and trouble ticket, and we proactively monitor and escalate issues as needed to reach a timely, successful resolution. Service levels and the specific services delivered are customized to provide the best fit for your organization's needs.

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

• The new calculus of offshoring

  Even before Ajit Singh made a formal announcement about his company's offshoring plans, employees knew what he would say. "The more I talked", recalls the CEO of Bioimagene, a maker of computer-aided diagnostic tools, "the more I think they could see my rationale."

Point Of View Papers

• Above the RIM: The case for remote infrastructure management

  In an economic downturn, organizations face no dearth of new challenges. But when it comes to IT infrastructure, the business and technology issues remain remarkably constant.

• 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.

Videos

• Unisys Converged Remote Infrastructure Management

  While most corporations operate their IT infrastructure in independently managed towers with multiple platforms, locations, and legacy systems, Unisys Converged Remote Infrastructure Management integrates service support and allows Unisys to look through a pane of glass at performance across all towers, including systems maintained by outside service providers.

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.