News Release
Edge Service Management by Unisys Gives IT Organisations a Competitive Edge in Delivering Personalised Services for
Employees
New capabilities in Unisys cloud-based IT service management solution simplify management of IT infrastructure and make
individualised services accessible to employees on-demand
Wellington, 2 April 2014 – Unisys Corporation (NYSE: UIS) announced the addition of new features and services to its cloud-based IT service
management (ITSM) solution, which the company has renamed Edge Service Management by Unisys.
Edge Service Management is a comprehensive, standards-based solution that enables IT organisations 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 Service Management includes the following new capabilities:
• A persona-based user interface for service request and catalogue management that enables users to view and
initiate services based on their individual organisational roles
• A discovery module that creates service maps and automates identification and updates to IT infrastructure
components central to the services and business processes they impact
• A comprehensive Service Asset and Configuration Management service that enables management of both data centre
and people-focused IT assets.
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Unisys also announced a new, dedicated IT Asset Management (ITAM) Advisory Practice to help clients maximise the value
of those services. Service professionals in the Unisys ITAM practice provide consulting, implementation and ongoing ITAM
lifecycle management services.
“The name Edge Service Management perfectly captures the benefits of our ITSM solution,” said Ron Frankenfield, president, Unisys
Global Managed Services. “Our offering gives Unisys’ clients a competitive edge across the board – in quickly
modernising 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.”
Edge Service Management by Unisys is based on global Information Technology Infrastructure Library (ITIL) standards. Unisys
can implement the solution for clients in as few as 45 days, compared to the six months or more that other ITSM
deployments typically take. Available on an as-a-service basis through an annual subscription, the cloud-based Unisys
solution currently processes more than 600,000 service events per month for clients.
Pre-Built Solution Components Speed Delivery of Results
Many components of Edge Service Management by Unisys are pre-built, dramatically shortening the time it takes to install and make them
operational. For example, the persona-based user interface to the ITSM platform gives users a view into the catalogue of
services available to them based on their jobs.
Pre-built service request definitions quickly connect all data, tasks and people required to fulfil the request, saving
clients approximately two weeks in development time per service request compared to the person/year and more that it
typically takes to develop and deploy an offering from scratch.
The new discovery module gives IT organisations greater visibility into the structure of IT services and supporting IT
infrastructure, enabling them to improve their change management process. For example, if the IT department learns that
updating software on a server will impact quarter-end closing, they can plan the update for another time and avoid
potential degradation in performance of mission-critical financial applications.
Through the new Service Asset and Configuration Management service, Unisys professionals from the ITAM Advisory Practice
assist clients in developing a comprehensive IT asset management programme, including an overall strategy, initial IT
asset inventory and ongoing inventory of the relationships among all assets in the central configuration management
database (CMDB).
This programme enables the organisation to understand the potential business impact of a service incident or a change so
they can manage it more quickly and effectively. The service desk operation can use this integrated information to
monitor and correlate events across all segments of the managed IT infrastructure and orchestrate pre-emptive and
remedial action against potential faults.
Unisys has also added an integration engine to the Edge ITSM core, providing the capability to integrate additional technologies from best-in-class providers. The engine
includes a library of pre-built software connectors for ease of integration, along with the capability to easily define
rules and business logic for the service the tool delivers. Unisys will seek to recruit new technology providers through
a new ITSM Technology Partner programme.
The enhanced Edge Service Management by Unisys solution is scheduled for general availability in June 2014. Click here for more
information about the solution: www.unisys.com/Edge
About Unisys Asia Pacific
In Asia Pacific, Unisys delivers services and solutions through subsidiaries in New Zealand, Australia, China, Hong
Kong, India, Malaysia, The Philippines, Singapore, and Taiwan and through distributors or resellers in other countries
in the region. For more information visit www.unisys.co.nz