By Tony Cripps Unisys Corp has relaunched its desktop and network managed services in an effort to maximize the business benefits to its customers. The Pennsylvania-based company says it aims to offer a closer working relationship between service provider and customer to achieve continuous optimization of the IT infrastructure. Key to this process is what […]
By Tony Cripps
Unisys Corp has relaunched its desktop and network managed services in an effort to maximize the business benefits to its customers. The Pennsylvania-based company says it aims to offer a closer working relationship between service provider and customer to achieve continuous optimization of the IT infrastructure.
Key to this process is what Unisys calls ‘actionable knowledge’. Unisys consultants will analyze the previously overlooked information gathered through helpdesk queries, network management and software and hardware maintenance to help optimize systems rather than just fixing problems.
The results of these analyses will be fed back to customers through continuous information transfer taking in various levels of interaction from monthly service level agreement (SLA) reports to planned change agreement meetings. The model is further supported by a secure web portal for each customer where the results of these analyses and other support materials are available.
The company claims the approach should help raise performance and service levels as well as guiding future business changes. It says it should also unify information across numerous departments and service providers, ease staff shortages and lower costs.
The process has been enabled by integrating for the first time Unisys’ diverse desktop and network offerings – covering remote network and systems management, technology standardization and roll-out, desktop management, and enterprise network integration – offering customers a single point of accountability. The new offering will be available on a country specific, cross border and global scale. It will initially be rolled out in Europe with the US following in about two months time.
Unisys believes its revised offering, which will be delivered by its Global Customer Services (GCS) unit, will help replace its worthy image with one of innovation and allow it to become the managed services vendor of choice in what is currently a fragmented market. Martin Canning, a senior analyst with International Data Corporation, broadly agrees, believing that Unisys has the methods and processes to be a leader in managed services. However, he is less convinced by the company’s ability to market itself effectively, especially as it has chosen not to include its application-based services as part of the offering.
However, Chris Cheadle, director of managed services at Unisys GCS, disagrees saying that in his experience few customers want a one-stop-shop, although Unisys may extend the offering to take in its application skills at a later date.
The new managed services model has been in development for approximately 18 months. Unisys has invested several tens of millions of dollars in setting up six managed service centers around the world to offer true 24×7 support and training and recruiting staff to carry out the services. The company now has around 300 consultants – 100 in Europe – dedicated to managed services with 9000 employees supporting the network environment.
Unisys expects to be able to win new accounts from both medium and large businesses as well as transitioning existing customers. Among early adopters of the revised services are UK local authority Essex County Council, the City of Chicago and Global Petroleum. The move follows a similar gambit to increase the business benefits of IT services in the enterprise systems space by Eindhoven, the Netherlands-based Origin BV last month (CI No. 3,741).