Transform Service Management to Meet Business and Consumer Expectations

Executive Insights5 minutes readApr 22nd, 2014

Technology shifts, or “Disruptive Trends,” can be viewed as both challenges and opportunities.

Those individuals who embrace change will see the opportunity these disruptions provide instead of putting their head in the sand and hoping they will go away. Seeing the value and then making it come to fruition isn’t always easy since many of the opportunities could require a re-design or automation of your existing processes, new investments, training, etc.  Most likely, to see your vision fully realized, it will also require a change in your Service Management.

Several requirements have become center stage for organizations as they examine how they currently operate and how they must transform.

  • 5 “Any’s” – Anytime, Anywhere, Any Place, Any Platform, Any Owner
  • Business Value Demonstration
  • Innovation
  • IT Cost Transparency

“Service Management is more than just making the ‘engine room’ of IT more efficient, and more about how to deliver innovative products in an IT connected world” explains Chris Orr, Vice President & General Manager, Edge Solution Architecture for Unisys. “IT needs to be viewed as the innovator in leveraging technology to differentiate service offerings and enable the business to excel and accelerate.”

Service Management processes and supporting technologies must evolve quickly to keep pace with business demands, while leveraging current IT investments.   To maintain proper focus on service health and performance, leaders need a single, consolidated view of IT operations and the health of the enterprise.  These views ensure that the productivity and satisfaction of the business user is maximized along with the resulting business value.

Recently SMS/800 Inc. benefitted from migrating to the Edge Service Management by Unisys to enhance its support infrastructure and advance their capabilities by consolidating their disparate ITSM systems to the centralized cloud based solution in 45 days instead of the six months that cloud-based ITSM deployments typically take.

“With Unisys’ expert assistance, we can now report and track incidents more efficiently,” said Sam Afsoos, vice president of Operations and Program Management, SMS/800. “The Unisys solution provides operational savings, tracking and reporting capabilities, and allows us to deliver consistent, cost-effective services that keep our workers and our partners productive.”

“Service Management needs to change. In an increasingly connected and mobile world where the demand for resources is unpredictable, the traditional way of defining and delivering service is falling short.” notes Orr. “Our approach provides clients a partner, not just a technology platform, and this provides them a competitive edge in delivering service and innovation.”

Edge Service Management is a comprehensive, standards-based solution that enables IT organizations to focus on making employees more productive by better connecting IT services to related business processes. Delivered via an as-a-service model, the Unisys solution uses prebuilt modules, advanced analytics tools and proven methodologies that enable clients to achieve better business results by proactively managing both services and the underlying IT infrastructure, rather than simply reacting to service events.

  • Edge SaaS Platform – Unisys Edge provides the essential ITSM disciplines through a simple and easy-to-use use cloud based tool. Start today with Incident and Problem Management and grow quickly to include Service Request Management, Knowledge Management, and mobile access. We’ll also help you set up a service-oriented CMDB, enabling IT Asset and Configuration for a holistic enterprise-wide change and release structure and much more.
  • Managed ITSM – Let’s say you already have an ITSM tool in place and you aren’t realizing the full value of this investment. We’ll help you change that. With Unisys’ Managed ITSM, we will help you mature your current processes and deploy additional processes to enhance the overall value of the services.  We’ll handle the day-to-day management of your ITSM tool investment while driving a lowest-possible TCO so you can focus your attention on running your business instead of managing tools.
  • ITSM Lifecycle Management – From developing custom service request definitions to a complete end-to-end change management support, Unisys can provide turnkey IT Service Management capabilities. We’ll help you and your teams take ITSM to the next level – but that’s not where it stops. We’ll become ad hoc members of your team to address release, asset and configuration to capacity and event management.

“The name Edge Service Management perfectly captures the benefits of our ITSM solution,” said Ron Frankenfield, senior vice president and president, Unisys Enterprise Services. “Our offering gives Unisys clients a competitive edge across the board – in quickly modernizing their service management framework to achieve specific business objectives, empowering their people with on-demand access to exactly the services they need, streamlining IT operations through predictive analytics and getting the best possible return from their IT investments.”

Watch the Applied Innovation Webinar on demand on this topic with Chris Orr, Vice President & General Manager, Edge Solution Architecture for additional information and insight.

You’re encouraged to comment on this blog or ask questions and get additional information on IT Service Management by emailing us at





Tags-   Applied Innovation Webinar Innovative ITSM Service management


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