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 focus area.

Solution

Unisys provides Intelligent Workplace Services, including Unisys Next-Generation Service Desk, Unisys Frontline Support Services, request management and desktop management services to an expanded end-user base of ~10,000; Unisys 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