empowering the end user - app5.unisys.com · to select the support type that best meets their needs...
TRANSCRIPT
2015 Analyst and Advisor Summit
Paul Gleeson, Vice President, Edge Service Management
Dan Huberty, Vice President, Service Strategy and Enterprise Architecture
Empowering the End User
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End User & Service Management Services
Key Facts
Offerings and Capabilities
Case Studies
When to Engage Unisys
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Fast Facts
20 service desk locations
3000+ FTEs in service desk
Multi-lingual support covering 20 languages
10m incidents handled by the Service Desks in 2014, 1.3m desktops/notebooks supported and 377k mobile devices supported
1.1m users supported via Service Desk and 916.6k users supported via DesksideSupport/Field Services
Global Field operations (>4000 personnel)
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Client Challenges to Digital Business
Sprawl creates lack of
visibility cohesion,
automation, exposed endpoints
and increased points of failure
Pace of change is
accelerating faster than
companies can adjust their
plans, investments and training
Digital Divide is widening in
terms of people, process and
technology internally compared
to new entrants
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Enabling the New Platform Ecosystem for the Digital Enterprise
Source: “Beyond SMAC: The new platform for digital business”, Computerworld, May 2015
Systems of Engagement
Systems of Automation
Enterprise
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Service Management
Security
Digital Workplace Model
Global Service Desk
Desktop Ops.
Analytics
End Point Technology Management Services
Global Infrastructure Services
Cloud and SaaS
Services
Enable Manage Heal
Automation
Mobility
ESM
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Digital Drives Game-Changing Business Impact
Global Service Desk
Digital Workplace
Global Site Support Services
End Point Technology Management
Experiential Management
Focus
Mobility
Service Aggregation
Disruptor
Omni channel and social technologies
Provide flexible workplace options
Tech Cafe
Secure endpoint management
Predicting a fault before it occurs
End-to-end mobile managed services solution
Single source catalog for all Services
Impact
Enabling a digital workforce through people based engagement and real time communication
Improve user experience and productivity by providing an array of services that can be provisioned when needed
Provide flexible support options that gives a user the choice to select the support type that best meets their needs
Securing data transmission from endpoints to Cloud Computing environments
Proactive and detailed real time analysis of end to end service components
Enhance control, management and security of complete mobile environment focused on reducing cost of operations
Automated provisioning of services from a single source service catalog
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New Digital Service Model
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Crowdsource and Social
Catalog and Automation Experiential Analytics
Business Model & Aggregation
Digital Service Hub
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Digital Service Model: Global Pharmaceutical
Revamped business model to speed product development
Created Service Management Office
Leveraged analytics to drive $1.9M in costs out of system
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Digital Experience Model Starts with Mobile
Mobile Application
Management
Mobile Content
Management
Telecom Expense
Management
Mobile Device
Management
Mobile Lifecycle
Management
Mobile Service
Desk
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Digital Workplace: Global Software and Device Provider
New video based service experience
Micro apps for end user experience
Crowdsourced support
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Digital Service Management Framework
Big Data
Resolvers
Strategy Portfolio Catalog Portal Support
ITSM Core
Reporting Databases
Service Reports
CMDB Governance
People Focused Systems of Engagement
Data Focused Systems of Automation
Discovery Monitoring Event CapacityService Impact
CloudSIEMSecurityDevOps
Analytics Mobility IT Asset End Point
Integrated Service Views
People
Operations
Business
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Digital Experience: European Health Club Chain
Integrated external devices to service management core
Incorporated, analyzed and extended client information
Devices detect and self request help
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When to Engage Unisys
• Business leaders who want to transform legacy processes to a digital services model
• Global organizations looking to harness the power of systems of engagement
• Technology leaders struggling with developing automation to address daily incidents
2015 Analyst and Advisor Summit