The business impact of smarter service delivery

Is your organization ready for transformation?

Enterprise service management can transform how your organization operates, but how do you know if it's the right solution for your needs? Many organizations continue with existing processes, unsure if the time is right for change. Take a closer look at your current operations to identify if ESM could deliver value to your organization. These signals point to areas where strategic ESM delivers meaningful business results:

Multiple disconnected systems creating workflow gaps
Inconsistent service experiences across departments
Digital improvements delayed by competing priorities
Ineffective governance framework hindering platform support
Technology costs growing faster than business returns
Service delivery disconnected from business objectives
Service management expertise gaps within teams
Low adoption rates for new service tools and processes
Limited visibility into service performance data

Challenges and powerful solutions

If you identified with any of the previous scenarios, you're not alone. Organizations often face common challenges, but with the right approach, these obstacles become opportunities for improvement. The following table indicates how strategic ESM addresses challenges.

Common challenges

Disconnected systems creating inefficiency and security gaps

Inconsistent service experiences frustrating users and wasting time

Competing priorities delaying critical digital improvements

Ineffective support model causing upgrade and enhancement delays

Rising platform costs requiring specialized management expertise

Misaligned service management disconnected from business goals

Limited best practice knowledge hindering service optimization

Poor user adoption slowing implementation success

Insufficient performance visibility preventing proactive improvements

Enhanced ESM outcomes

Integrated workflows and automation enhancing accuracy and security

Unified service interfaces delivering consistency across departments

Strategic resource allocation accelerating transformation initiatives

Technical governance ensuring consistent operational quality

Optimized licensing and resources lowering total ownership costs

Business-driven service delivery supporting organizational objectives

Industry-standard methodologies elevating service performance

User-centered design driving higher acceptance and satisfaction

Data-driven analytics enabling continuous service enhancement

Your ESM journey: Tailored solutions for real results

Every organization's path to service excellence is unique. Whether you're starting with manual processes, scaling basic functions, optimizing platforms or adding advanced capabilities, the Unisys difference lies in our modular approach that breaks from traditional linear implementations. Our flexible framework lets you select what you need when you need it from four core capabilities:

Consulting and strategic planning
Expert guidance to evaluate your ESM maturity and develop actionable roadmaps

Implementation services
Technical expertise to deploy, configure or migrate your ESM platform

Platform management
Ongoing support to maintain, optimize and govern your ESM environment

Process transformation
Evolution strategies to optimize and expand your ESM processes and capabilities

Our comprehensive services streamline delivery across IT, HR, facilities and beyond, providing services your way, on your timeline. Explore each capability to design your custom ESM solution.

Consulting and strategic planning

When you need expert guidance to evaluate your current ESM maturity and develop a strategic roadmap

When this makes sense for you

You're uncertain about where to begin your ESM journey
You need expert guidance in selecting the right platform
Your current implementation isn't delivering the expected value
You want to expand ESM beyond IT but lack the roadmap
Your team needs service management expertise and best practices

What Unisys offers

Maturity assessments evaluating your current capabilities

Business process workshops to identify improvement opportunities

Strategic roadmap development with clear milestones

Solution demonstrations showing platform possibilities

Platform selection guidance based on your specific needs

Implementation services

When you need technical expertise to deploy, configure or migrate your ESM platform

When this makes sense for you

You're implementing a new ESM platform
You're migrating from one platform to another
You need to add new modules or capabilities to your existing platform
You want to integrate your ESM platform with other business systems
You need help configuring workflows and processes

Implementation approaches
Unisys tailors the implementation approach to your needs:

Phased approach: Adding capabilities incrementally
Comprehensive deployment: Implementing multiple capabilities at once
Hybrid approach: Combining methods to suit your priorities

What Unisys offers

Platform deployment for ServiceNow and alternative platforms

Process configuration across IT and non-IT departments

Integration services connecting ESM with other business systems

User experience design creating intuitive service interfaces

Training and knowledge transfer for your service teams and users

Platform management

When you need ongoing support to maintain, optimize and govern your ESM platform

When this makes sense for you

You lack specialized platform expertise on your team
You want to reduce the operational burden on your IT staff
You need help managing the upgrade cycle for your platform
You want better governance of your ESM environment
You need assistance with license optimization and cost control

Management options
Unisys provides flexible management models to match your needs:

Fully managed: Unisys handles all platform management.
Co-managed: Unisys and your teams share responsibilities.
Advisory: Unisys guides your teams as they manage operations.

What Unisys offers

Day-to-day operations and monitoring

Improvement tracking and service optimization

Technical support for platform questions and problems

Governance frameworks to maintain standards and control

License management to optimize costs

Regular performance reporting and recommendations

Process transformation

When you need to evolve, optimize and expand your ESM processes and capabilities

When this makes sense for you

You want to extend ESM principles beyond IT to other departments
Your processes need refinement to improve efficiency
You want to add automation to routine service tasks
You need better analytics and reporting on service performance
You're looking to improve the user experience for service consumers

What Unisys offers

Process analytics to identify improvement opportunities

Automation implementation for routine service tasks

Service expansion to new departments and functions

Experience enhancement to improve user satisfaction

Continuous improvement frameworks to sustain progress