Unisys Innovation Plan...Continuous Drive to Zero Touch for Internet of Things Mobile Solutions to improve “apps” efficiency, management simplification, and enhanced security that

June 12th, 2015

Unisys Innovation Plan

© 2015 Unisys Corporation. All rights reserved. 2

Our View of the Market

• 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

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.


Unisys 3-Year Innovation Strategy

Mobile Security, including Stealth

for Mobile, Azure and AWS,

provides comprehensive security

for the enterprise across four

dimensions: the user, devices,

applications, and data

Precision Data Security

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

Smart Personas

Improves workspace collaboration,

drives innovation and creates a

competitive business advantage

through the use of Facebook,

Yammer, and YouTube

Continuous Drive to Zero Touch for Internet of Things

Mobile Solutions to improve “apps”

efficiency, management

simplification, and enhanced

security that increases end user

productivity and customer

engagement

Support Simplification

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 Personalizing Service

Accountability in Securing the Data Managing and Securing Mobility


Unisys 3-Year Innovation Strategy

For early diagnostic insights into

IT service levels for operational

efficiencies and cost savings

Predictive Analytics

Simplify service management

processes with data and persona-

driven views

Service Management Single source service catalog for

automating the ordering,

provisioning, and billing of all

business services including cloud

services

Service Aggregation

To reduce costs, dependence on

labor-based processes, and

optimize service efficiency

Automation and Orchestration

Control the Hybrid IT Landscape Gain Visibility into Service Performance

Proactively Address Service Issues Reduce IT Cost and Complexity

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


A New Era End Users Shaping the Future of Digital Business

BYOD CONSUMER APPLICATIONS

EVOLVING WORKING PATTERNS


Social is the New Service Desk


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 VantagePoint

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.

Improving the User Experience

and Productivity


Easy chat

function

Easy access

to self help

Clear

information

User Portal

Enterprise Service

Catalogue

Enterprise Services

Portal

Real-time Dashboards

Retained functions Vendor 1 Vendor 2 Vendor 3

Aggregated Services Enabling Digital Services


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


Service Excellence Office (SEO), End User

Experience Management (EUEM)

Service Analytics that drives

Quality, Productivity, and Customer Satisfaction

Knowledge/Content Management

Enabling the Service Desk and End

Users to Rapidly Achieve Resolution

Workforce Management

Labor Model Optimization,

Forecasting & Adherence

Organization & Skills Development

Empowers Workforce to Deliver Service

Service Transition & Operations

Incident, Request, Change

& Problem Management

Lower

Cost

Productivity

Driven

Services

INCIDENT

ELIMINATION

User Choice

to focus on

Productivity

L0 Self

Service

L1 Agent

Chat

Assisted

TechCafe

L1 Agent

Voice

Assisted

Lifeline

Resolution Optimization — Shift Best Evolution to NextGen End User Services


End User Experience Roadmap

State of the Union “The Reactive Service

Desk” (and Service

Provider Optimized)

Next Generation “The Proactive Service

Desk” (with Productivity

Loss Reduction)

Next Gen +1 “The Intelligent Service

Desk” (and User

Productivity Focused)

Next Gen +2 “The Influential Service

Desk” (and Driving

Business Change)

IT Productivity

People Productivity

Business Productivity

Social Service Desk

Operational Integration

Agents become CRM

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


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


Service Management

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

Management On-going management for

Service Management

applications residing on a

workflow management

platform

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


Unisys 3-5 Year Service Management Journey

IT

Service Management

Business

Service Management

Digital

Service Management

2015 2016 2017 2018

IT Service Management (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

Service Management

Business

Service Management

Digital

Service Management

2015 2016 2017 2018

Business Service Management (BSM) is an approach used

to manage business IT services. BSM promotes a customer-

centric and business-focused approach to Service

Management, aligning business objectives with IT or ICT from

strategy through to operations



IT

Service Management

Business

Service Management

Digital

Service Management

2015 2016 2017 2018

Digital Service Management (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


Driving Forces that takes us to Digital Service Management

• Proliferation of the Internet of Things means automated self-service 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.

Documents

Unisys Innovation Plan...Continuous Drive to Zero Touch for Internet of Things Mobile Solutions to improve “apps” efficiency, management simplification, and enhanced security that