Unisys announced a new suite of cloud-based IT Service Management (ITSM) solutions. These new additions to Unisys ITSM offerings are intended to help clients quickly implement an ITIL-based system that improves delivery of IT support services to end users, simplifies service operations and helps reduce capital and operating costs.
The new Unisys ITSM solutions comprise Remedy as a Service, an ITSM toolset delivered through a software-as-a-service (SaaS) model; a customer-focused user portal capability; and the capability to complement ITSM services with Unisys Mobility Solutions. To accelerate these solutions, clients can also draw on Unisys ITSM consulting practice and deployment expertise.
A new addition to Unisys ITSM managed services portfolio, Remedy as a Service is hosted in Unisys’ global data centers. It provides clients with a SaaS version of the widely used BMC Remedy IT Service Management Suite without having to purchase, maintain or customize the technology.
Ready to use “out of the box,” this solution gives clients fast access to ITIL-based service management capabilities for a range of functionality, including service desk, service request, change, asset and service level management – all with an enterprise class configuration management database (CMDB).
Clients can also add capabilities to their ITSM solution, such as mobile access and service costing, which enables them to track the costs of providing IT support within their organization. Clients can realize quicker time to value because they can be operational within 90 days.
Because Unisys provides, maintains and manages the infrastructure on which Remedy as a Service operates, clients can dramatically reduce start-up time and costs.
All Unisys ITSM solutions come with a dedicated service desk to support the internal IT support team, including an operational knowledge base built over 20 years of providing managed service-desk support.
In addition, Unisys provides Innovation Workshops to show clients how to reinvest ITSM cost savings back into the business.
Unisys ITSM solutions now feature a service request management portal configured as a consumer web site. The portal makes it easier for end users to navigate the service catalog and prioritize service delivery by identifying the services they need most urgently – for example, configuring their smartphone to access corporate e-mail securely. The portal also provides optional access to chat-based support and enables users to post service tips to foster a collaborative, self-service environment for the entire user community.
To assist IT support and IT asset operations in handling the growing influx of mobile devices, clients can optionally complement their ITSM capabilities with services from Unisys Mobility Solutions. By doing so they can integrate device-related information into the support and asset systems, and more importantly, access Unisys’ dedicated mobile device help desk. Gaining visibility into mobile application performance makes it easier to provide proactive and improved on-demand support for mobile end users.
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