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Unisys People Computing

1 Introduction...............................................................................................................1

2 Reverse the Traditional Technology Approach.......................................................................1

3 Define Personas...........................................................................2

4 Enable End Users .................................................................3

5 Simplify Management..................................................4

6 Optimize Infrastructure ..............................................5

7 Propel Organizational Velocity...............................6

8 Case Study: Starbucks .........................................................6

9 Case Study: Henkel ..............................................................................7

10 Summary .........................................................................................................................7

Table of Contents

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1 Introduction

Mobile Devices. Apps. Social Collaboration.The future of computing is evolving, and your people are shaping the transformation. They require a next-generation IT environment that empowers their productivity and innovation.

Aligning technology to help your people perform at their maximum potential and work as one toachieve your business mission takes a unique approach.

Our approach is called People Computing. It canincrease productivity, simplify computing and opti-mize your infrastructure.

2 Reverse the Traditional Technology Approach

Your people drive innovation, create value and leadchange. At Unisys, we believe that they are yourgreatest asset.

To enable business transformation, your peopleneed technology to work for them when and wherethey need it. They require a next-generation com-puting environment that empowers their productiv-ity anytime, on any device, securely, anywhere.

While the future of computing has the potential toempower your people to do their best work, itmakes your IT environment more complex.

The traditional approach to aligning resources andgaining more value from your computing environ-ment is to push an investment into a one-size-fits-all model.

At Unisys, we realize that the model needs to fityour individual people – not just today, but tomor-row, as their requirements and their work evolve.

That’s why we focus on your people.

We start with understanding how they work, whatthey need and how we can better support them.Based on specific requirements and work pat-terns, we define personas. We then collect and an-alyze end-user experience and productivity data.Guided by that data, we align the IT environmentto work for your people. The result is end-to-end re-source alignment – from the user to the infrastruc-ture.

We call this approach People Computing.

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3 Define Personas

At the center of People Computing are your people – individual innovators. Although they work together to achieve a common mission, they have unique processes and needs.

To align technology to those needs, we create profiles of different types of users and the workthey are trying to achieve. These profiles, which we call personas, cut across functions and geographies, representing a variety of views ontechnology and functional requirements acrossyour workforce.

Personas strike a balance between mass cus-tomization and mass standardization – both costly.Mass customization puts a strain on IT manage-

ment and budgets, while mass standardizationcreates a one-size-fits-all approach that lowers productivity for people who require an IT environ-ment flexible enough to meet their needs.

Personas enable us to efficiently and effectivelyalign technology to these end-user groups. The result is improved visibility into your computing environment, clearer support structures, better prioritization and, ultimately, greater end-user productivity and impact.

Each of our services utilizes the persona conceptto align technology to empower your people.

48% 57% 47% 70% 24% 40% 25% 37% 25% 31% 10% 16%Higher employee

satisfactionMakes me personally

more efficientand productive

Makes it easierfor me to solve

business problems

Allows for bettercollaboration with

my colleagues

Allows for better collaboration with

our partners

Allows us tobetter serve

our customers

BASE: US iWorkers in each segmentAverage iWorker

(n=389)Mobile Elite

(n=134)

Source: A commissioned study conducted by Forrester Consulting on behalf of Unisys, June 2012

What do you feel are the business benefits of employeesusing personal devices or applications for work?

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4 Enable End Users

When technology works for your people when andwhere they need it, they can do extraordinary things.

Mobility, productivity and support are three criticalareas for enabling your people and improving the user experience through a People Computingapproach.

MobilityIt’s apparent that mobile is becoming the “newdesktop.” The number of workers using smartphones is anticipated to grow from 90 million in2011 to 160 million in 2014, and according to a Forrester Survey, half of US information workerssplit their time between the office, home and other remote locations.

To create a competitive advantage, computing environments need to empower your people towork faster, more efficiently and more flexibly. That means leveraging Bring Your Own Technology(BYOT) and an “always on” ecosystem.

Unisys enables mobile environments that arealigned to personas – your peoples’ work roles and needs. By leveraging mobility and BYOT, you can increase employee productivity by up to35 percent.

ProductivityMeasuring results and continually making improve-ments is a challenge to many organizations, but itis crucial for creating an optimized environmentthat empowers your people.

Our analytics services monitor end-user experiencesand provide analysis that facilitates predictive andproactive support that gets your people back towork faster.

The Unisys Service Excellence Office enables us to deliver a unique approach to quality and continuous improvement, creating real and tangible business value for your organizationthrough an optimization approach named ProACT™.

ProACT™ directs end users’ queries to the fastest,most cost-efficient point of resolution. It avoids the usual siloed approach to service delivery with a methodology that incorporates monitoring,analytics and an optimization model.

The result for your people is an improved end-userexperience and greater productivity. For your organization, it means reduced support costs.

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Support Support is the foundation of end-user computing.The faster you resolve incidents for your people,the faster they can help you achieve your businessobjectives. That’s why we have a target for gettingpeople back to work in eight minutes or less.

We get there though a People Computing approachthat measures end-user experience data, definespersonas, and provides analysis that enables predictive and proactive support. Support, drivenby personas, leverages the perfect blend of options: self-service, service desk and conciergeservice. Delivering the right type of support to your talent results in greater productivity and lower support costs.

5 Simplify Management

Traditionally, as we move through the computingstack from the end user to the data center, thecomplexity grows, the IT environment becomesless flexible and more siloed, and costs increase.

Integrated Service Management (ISM) is the criti-cal connection point between the end user andthe IT infrastructure that constructs an end–to-endview of the computing environment, breaks downtraditional technology silos and creates faster andmore effective IT.

Our People Computing approach:

DiscoverWe assess the IT environment based on people requirements and build a common view of IT assets across the enterprise. We uncover under-utilized infrastructure by identifying priorities basedon personas and intended business results tied to those user groups.

Monitor We monitor the productivity of the end-user environment and the speed and uptime of the infrastructure to gain an integrated view across traditionally siloed operations.

A typical environment can achieve a 50% reduction in support volumes through predictive andproactive support.

Unisys Concierge ServiceConcierge service centersprovide your employees with a walk-in, face-to-face support option at high density, convenient locations that you designate.

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AnalyzeWe analyze the data and set a strategy that leverages ISM as an effective integration point between the end user and the infrastructure. Our analytics play a key role in enabling improvedservice management so that we can predict andprevent future incidents.

AutomateEmbracing the need for increased productivity and lower costs, we provide the insight requiredfor our clients to automate elements of their serv-ice structure. Continual introduction of automationthat is integrated and aligned to end-user require-ments is a critical step in delivering world-classproductivity.

Manage When we understand the end users and their connection to the infrastructure, our managementservices are proactive, predictive and flexible. That results in more productive people and betterbusiness outcomes.

6 Optimize Infrastructure

The future workforce demands productivity any-time, on any device, securely, anywhere. Disruptivetrends such as mobility help speed innovation andmagnify the impact of your end users, but theyalso threaten to make your computing environmentmore complex. The reality of most organizations’ ITinfrastructures is that they are in a constant stateof change.

Unisys Infrastructure Services are designed expressly for this reality – we call it the HybridEnterprise. It’s at the forefront of where today’sdata center and enterprise computing will be tomorrow.

The Hybrid Enterprise brings flexibility to your organization by leveraging existing investments, augmenting where needed and providing a bridgeto the future workplace. The result is visibility, efficiency and a clear roadmap tailored to yourbusiness strategy.

For your people, an optimized IT infrastructuremeans a borderless environment where they canwork on any device and have data available fasterand at the point of decision making – which in-creases productivity and, ultimately, the impactthey have in achieving your mission.

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7 Propel Organizational Velocity

When technology and resources are realigned toend-user needs based on personas and data, youare propelling your organizational velocity – your or-ganization’s ability to respond, adapt and innovate.

At Unisys, we believe that there is a direct correlation between the complexity of your IT environment and the rate of your organizational velocity.

In today’s world, the proliferation of applications,data center assets and devices is further complicated by an ever-changing landscape ofmergers and consolidation. This complexity drivescostly and slow-to-react resource environments.

Unisys unlocks organizational velocity by reducingcomplexity. People Computing realigns your keytechnical resources from end-to-end to match the mission-critical activities of your talent pool.

Our “people alignment” strategy brings better visibility to your technology environment and clarityto your investment priorities. Decisions and support are faster, driving organizational velocity.

8 Case Study: Starbucks

BackgroundStarbucks is an iconic company that realizes their people are the key to success. From the experiences they create to the products they deliver, Starbucks employees have a direct impacton revenues.

Unisys was tasked with providing the perfect blendof people enablement tools to empower these employees.

ProcessWe started with understanding the work that retailemployees were trying to achieve. With knowledgeof their vision, values, processes and industrycompetition, we tailored our technology to work for them.

Our service desk agents were specifically trainedto help Starbucks employees with the unique chal-lenges they may encounter. We also implementedunique IT change management campaigns to letemployees know how we can help make technol-ogy empower their work.

ResultsOur People Computing approach resulted in resolution times that dropped from 30 to 10 minutes, which meant more productive employeeswho delivered better retail experiences to morecustomers.

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9 Case Study: Henkel

Background Henkel is a global manufacturer of industrial, personal and household products with more than48,000 employees worldwide in more than 125countries. They needed to consolidate their IT support contracts and transition from an internalIT governance model to an outsourcing model for their end-user support services. In addition,they wanted to reduce costs while achieving anambitious growth target of improving operatingmargins to 14 percent by 2012.

Process Unisys provided a consolidation of service deliveryand economies of scale enabled by our network ofglobal service centers. The Unisys global servicedesk supports Henkel’s end users in 16 languages– providing desktop management and support,end-point security, deskside support and equip-ment repair.

Results Unisys was able to capture information from theservice desk, detail the problem and get the problem promptly to the right resolver group inorder to improve the incident resolution time from 85 percent up to 97 percent.

From a cost-benefit perspective, Henkel experi-enced a 20 percent reduction in service-deliverycosts for a projected savings of €17 million overthe five-year contract period.

To learn more about the benefits Henkel receivedafter partnering with Unisys, click on the link to the video from Gordon Tredgold, Global Head ofService Delivery for Henkel.

10 Summary

The future of computing is unfolding. Users arechoosing the devices and applications they use for business, instead of IT making the decisionsfor them.

To create a competitive advantage, IT needs to empower your innovators with flexible environments that promote productivity anytime,on any device, securely, anywhere.

The Unisys People Computing approach starts with understanding the work that your end usersare trying to achieve and how they interact with ITsystems. Next, it defines personas and then alignstechnology to help your people perform at theirmaximum potential.

This approach builds on continual improvementand drives innovation around the concept of empowering talent, globally and locally, in an ever-changing technology landscape.

Unisys People Computing: Delivering on your business results by focusing on where businesshappens – your people

http://www.unisys.com/demandmore

Gordon Tredgold, Global Head of Service Delivery for Henkel

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