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