UNISYS AND CIO MAGAZINE SOURCING INSIGHTS SERIES

• Command Performance: The Disruptive Shift from Standardized IT for End-Users to Best Fit IT for Individual Performers
  Examines how the changing end-user services landscape is impacting the demand for, and the delivery of, IT support services.
  
  
• The Tenets of World Class End-User Services: Best Practices to Effectively Support a Diverse User Base (PDF)
  Presents best practices that can facilitate the effective and efficient support of diverse end-user communities and their support requirements.
  
  
• Outsourcing Goals Expanding to Include Strategic Benefits: Accurately Measuring those Benefits is the Challenge (PDF)
  Highlights current trends in outsourcing outcomes, and the increasing focus on value expectations outside of cost.
  
  
• Beyond SLAs: Rethinking the Metrics of Outsourcing and Realizing True Business Value (PDF)
  Examines best practices for measuring the value of outsourcing agreements.
  
  
• Smarter Sourcing: Measuring and Communicating the Success of Sourcing Relationships (PDF)
  Discusses the techniques, tools, and methodologies for measuring the business value of IT service delivery and sourcing relationships.
  
  
• Tracing the Cause and Effect of IT Best Practices: A Balanced Model for Efficiency, Consistency, and Adaptability for Innovation (PDF)
  Details how understanding the links between IT practices, IT management priorities, and desired business outcomes can drive IT success.
  
  
• Bringing Toyota-like Factory Efficiency to Your Back Office Operations (PDF)
  Explores how back office operational excellence can lead to streamlined processes and improved costs.
  
  
• Beyond Cost Reduction: Fine-Tuning Business Processes Yields Real Gains in Customer Loyalty, Retention, Agility
  Examines the correlation between business process service delivery practices, business process management priorities, and business outcomes

UNISYS SOURCING INSIGHTS PERSPECTIVES ARTICLE SERIES

• The Ever-Changing Customer: A More Demanding World Requires More Demanding Services (PDF)
  Explores the factors creating end-user services complexity and the implications for end-user services groups.
  
  
• Creating the Satisfied Customer: Why Meeting End-User Service Level Agreements Is Not Enough (PDF)
  Discusses the approaches that end-user services groups are leveraging to meet end-user expectations beyond basic service level agreements.
  
  
• Excelling at End-User Support: Balancing Standardization and Flexibility (PDF)
  Examines why flexibility is an important success factor for end-user services groups, and how to achieve flexibility while meeting the needs and obligations of the support organization.
  
  
• Knowledge Management and Analytics: The Critical But Untapped Capability in End-User Services (PDF)
  Examines the critical role of information management and data mining in improving end-user services operations.
  
  
• Let My Technology Fix Your Technology: The New World of Remote Support (PDF)
  Reviews how organizations are using technology to improve the efficiency of service desk operations, and provide more responsive services to end-users.
  
  
• Rebooting Governance of End-User Support (PDF)
  Discusses the critical tenets of governance and the practices that have proven successful in building trust and effective working relationships.
  
  
• Service Desk 2010: The Coming Revolution in End-User Support (PDF)
  Explores the evolution of the service desk from the early days of providing simple help desk functions to a future state service desk that serves as the hub of multi-channel IT support services.
  
  
• The Changing Requirements for Technical Support Professionals: New Roles and Skills for End-User Services (PDF)
  Presents practices for deriving maximum value from the experience and insights of IT support services personnel.

UNISYS SOURCING INSIGHTS RESEARCH

• Rebooting IT Support: How Large Organizations are Restructuring End-User Services Executive Summary (PDF)
  A high-level summary of the Unisys End-User Services Research Study and findings.
  
  
• Rebooting IT Support: How Large Organizations are Restructuring End-User Services Research Report (PDF)
  A detailed overview of Unisys End-User Services Research Study and findings.
  
  
• Rebooting IT Support: How Large Organizations are Restructuring End-User Services Presentation (PPT)
  A detailed presentation on Unisys End-User Services Research Study and findings.