The Business Challenge

Provide customers seamless access to world leading scientific, scholarly, professional and educational content through a new business entity, formed by the merger of leading publishers, each with its own focus area.

The Solution

• Unisys Digital Workplace Services, including service desk, field engineering services, request management, desktop management services to an expanded end user base of ~10,000; implemented ServiceNow^®, a scalable cloud-based service management portal through which geographically dispersed users can view role based, personalized services with visibility into operational metrics.

Results and Benefits

• Achieved a globally consistent end user experience that enables employees to work cohesively and present a single face to customers
• Enhanced employee productivity and user experience
• Improved resolution times
• Reduced support costs