Unisys Innovation Plan

Transcription

1 Unisys Innovation Plan June 12th, 2015

2 Our View of the Market Unisys regards user support, cloud/datacenter, applications, data, analytics, social, service management and security as essential components of Digital Business. Our approach is to enable Digital Business using these in an integrated, holistic way. In that context, user support is really about enabling a Digital Workforce, one that is mobile, smart, personalized, real-time To do this, Unisys is re-conceiving user support to exploit the interwoven fabric of digital capabilities: sensors, data, analytics, personalization, contextualization, automation, autonomics We start with people users, customers, partners and identify potential business impacts and the personas best aligned to deliver these We then close the loop with desired outcomes, required models/processes and enabling technologies and services, optimized to each persona Thus, user support is about delivering the best outcomes by providing users the best experience Cloud/data center is about enabling a Digital Infrastructure, one that is hybrid, virtual, smart, automated, autonomic, secure and services-driven IT services will evolve into business services as the boundary between technology and business blurs and disappears Thus, service management is at the center of our End User, Cloud and Infrastructure strategy, and includes service aggregation, automation and life-cycle management 2015 Unisys Corporation. All rights reserved. 2

3 Unisys 3-Year Innovation Strategy Over the next 3 years, eight key capabilities will deliver the next breakthrough in terms of overall innovation, visibility, insight and efficiency across IT and the business Social Media is the New Service Desk Continuous Drive to Zero Touch for Internet of Things Improves workspace collaboration, drives innovation and creates a competitive business advantage through the use of Facebook, Yammer, and YouTube Personalizing Service Smart Personas Giving users what they want, when they need it, at the right price point to enable productivity, improve the user experience and increase flexibility of the business Accountability in Securing the Data Precision Data Security Mobile Security, including Stealth for Mobile, Azure and AWS, provides comprehensive security for the enterprise across four dimensions: the user, devices, applications, and data Managing and Securing Mobility Support Simplification Mobile Solutions to improve apps efficiency, management simplification, and enhanced security that increases end user productivity and customer engagement 2015 Unisys Corporation. All rights reserved. 3

4 Unisys 3-Year Innovation Strategy Over the next 3 years, eight key capabilities will deliver the next breakthrough in terms of overall innovation, visibility, insight and efficiency across IT and the business Control the Hybrid IT Landscape Service Aggregation Single source service catalog for automating the ordering, provisioning, and billing of all business services including cloud services Gain Visibility into Service Performance Simplify service management processes with data and personadriven views Proactively Address Service Issues Predictive Analytics For early diagnostic insights into IT service levels for operational efficiencies and cost savings Reduce IT Cost and Complexity Automation and Orchestration To reduce costs, dependence on labor-based processes, and optimize service efficiency 2015 Unisys Corporation. All rights reserved. 4

7 Amazon Retail is the Business Model for Everything as a Service (Service Aggregation) SERVICE AGGREGATION Everything as a Service (Service Aggregation) and Real Time Business Impact is what our clients want to buy to simplify the procurement and proactive manage for the availability of business services Unisys Corporation. All rights reserved. 7

8 Unisys VantagePoint Improving the User Experience and Productivity VantagePoint IS a multi-sourced business services aggregator that elevates enterprise performance and lowers operating costs through a repeatable process model and a single intuitive interface where access, visibility and enhancements to business services are personalized to the user s needs. VantagePoint SPEEDS time to value by combining a pre-built Amazon Retail like services catalog, intuitive and flexible user portal, and powerful data integration and analysis capabilities in a solution that dramatically improves service delivery in months instead of years. VantagePoint TAKES ADVANTAGE of Unisys deep expertise and extensive client experience in service management to handle the heavy lifting of service orchestration and delivery, allowing our clients to focus time and resources on strategic change management initiatives Unisys Corporation. All rights reserved. 8

9 Aggregated Services Enabling Digital Services Easy chat function Easy access to self help Clear information User Portal Enterprise Services Portal Enterprise Service Catalogue Real-time Dashboards Retained functions Vendor 1 Vendor 2 Vendor Unisys Corporation. All rights reserved. 9

10 Social Technology is the New Service Desk Improve collaboration, drive innovation, and gain a competitive advantage PRESENCE AND COMMUNICATIONS Seamless voice and video communications, application and document sharing WORKPLACE COLLABORATION Maximize productivity and access to expertise and information CULTURE AND EMPOWERMENT Change management and communications support to drive social adoption MODERNIZATION AND INTEGRATION End-to-end services to ensure your applications and infrastructure readiness 2015 Unisys Corporation. All rights reserved. 10

11 Resolution Optimization Shift Best Evolution to NextGen End User Services Service Excellence Office (SEO), End User Experience Management (EUEM) Service Analytics that drives Quality, Productivity, and Customer Satisfaction Productivity Driven Services Lifeline Knowledge/Content Management Enabling the Service Desk and End Users to Rapidly Achieve Resolution TechCafe Organization & Skills Development Empowers Workforce to Deliver Service Workforce Management Labor Model Optimization, Forecasting & Adherence Lower Cost L1 Agent Voice Assisted L1 Agent Chat Assisted User Choice to focus on Productivity Service Transition & Operations Incident, Request, Change & Problem Management L0 Self Service INCIDENT ELIMINATION 2015 Unisys Corporation. All rights reserved. 11

12 End User Experience Roadmap Social Service Desk Operational Integration Agents become CRM Business Productivity People Productivity IT Productivity Next Gen +2 The Influential Service Desk (and Driving Business Change) Next Gen +1 The Intelligent Service Desk (and User Productivity Focused) Next Generation The Proactive Service Desk (with Productivity Loss Reduction) State of the Union The Reactive Service Desk (and Service Provider Optimized) Drivers Continually Evolving to Greater User Experiences Focus on the Person Drive Productivity Mobile Workforce Focus on Customer Satisfaction Aging Workforce Device Evolution Lean/6Sigma Analytics Crowdsourcing Lower TCO Decrease MTTR Eradicate Incidents 2015 Unisys Corporation. All rights reserved. 12

13 Workspace Services Transforming the End User Workspace Workspace Advisory and Transition Services Business and personas needs assessment Infrastructure and application assessment Transition to virtualized environment Desktop Virtualization On-premise, Unisys hosted or 3rd party hosted Imaging, software distribution, anti-malware, application packaging, software distribution and provisioning Productivity Software Application virtualization Software as a Service Unified Communications as a Service Office 365 Google Apps For services that are hosted and managed by third parties, like Office 365 and Google Apps, Unisys can strengthen them through its provisioning and monitoring services 2015 Unisys Corporation. All rights reserved. 13

14 Creation and Modernization Defining a new Digital Service Management ecosystem and modernizing an existing Service Management environment to be Digital enabled by creating a service portfolio, defining descriptions, maps, dependencies and workflows to implement, manage and maintain digital services Aggregation A single source multi channel user experience provided via an app store that is underpinned by an enterprise service catalog for automating the ordering, billing, and provisioning of business services Orchestration and Automation The ability to orchestrate the provisioning and automate the healing of events that impact business services Management On-going management for applications residing on a workflow management platform Integration Service integration of external business processes and applications into a Service Management ecosystem Insight and Optimization Through the use of Analytics and Real-time dash-boarding provide recommendations and improvement actions to remove defects that are causing poor Service Delivery performance or quality of services being delivered which then lowers operating costs and improves customer satisfaction Mobility Providing the development of Service Management applications for mobile devices 2015 Unisys Corporation. All rights reserved. 14

15 Unisys 3-5 Year Journey IT (ITSM) is the process of aligning enterprise IT services with the business and a primary focus on the delivery of best services to end user. IT Business Digital Unisys Corporation. All rights reserved. 15

16 Unisys 3-5 Year Journey Business (BSM) is an approach used to manage business IT services. BSM promotes a customercentric and business-focused approach to Service Management, aligning business objectives with IT or ICT from strategy through to operations IT Business Digital Unisys Corporation. All rights reserved. 16

17 Unisys 3-5 Year Journey Digital (DSM) is an approach used to manage the Internet of Things (IOT) into business service(s). DSM promotes a customer-centric and business-focused approach for devices connected to the Internet to determine the real-time impact and optimize the cost of delivery to a business service IT Business Digital Unisys Corporation. All rights reserved. 17

18 Driving Forces that takes us to Digital Service Management Proliferation of the Internet of Things means automated selfservice becomes paramount to provide timely customer support and lower operating costs Increase the speed of decision making Need for real-time data to make informed decisions on business impact Cost reduction needed for Digital Customer Care Digitalization of mission critical business processes that are client facing that need workflow automation to speed processing, reduce cost, and increase client satisfaction An Amazon Retail like shopping experience for ordering business services, which is inclusive of IT Services 2015 Unisys Corporation. All rights reserved. 18