State of Texas DIR Seat Management Services
Unisys IT Managed Services
(Seat Management Services)
Contract No. DIR-SDD-537
Unisys Information Technology Outsourcing.
Secure, Flexible, Proven.
 
Unisys comprehensive portfolio of End User Services supports our flexible approach to working with clients and creating tailored solutions to meet specific requirements. Unisys is recognized by Gartner and Forrester as an industry leader in the Help Desk and Desktop Managed Services areas.

Unisys End User Services offers a central point-of-contact for the full range of services in our portfolio – from service support to web-based self-service, to break/fix and desk side support of PCs, peripherals, and mobile devices, to software patch management and much more. The client selects the exact services that meet its business requirements with the option to expand services into other areas as business needs demand. Using our results-driven best practices, including proven methodologies and processes such as ITIL and Six Sigma, we effectively manage routine, yet vital, functions.

Benefits of Unisys Seat Management Services

  • Reduced operating costs

    Deployment of a Services and Solution Delivery Framework (SDF) supported by best practices for management and the supporting toolsets to deliver high-quality and cost-effective services.

  • Improved service quality and system availability

    Operations enabled by a single view of the management systems used to monitor and report on the agency's performance will provide a mechanism for proactive identification and resolution of problems.

  • Minimized investment

    Leveraging Unisys investment in support services technology, our State of Texas clients will not need to build additional infrastructure.

  • Technology infusion

    Unisys made a significant investment in technology to provide centralized remote support services that we will infuse into your support environment immediately.

  • Improved efficiency

    Data mining and knowledge management will improve the efficiency of the agency's Service Desk and support staff. A problem fix identified anywhere in the environment will be documented and the approved resolution distributed to the entire workforce.

Key Components

  • Single Point of Contact Service Desk

    Unisys provides a single point of contact for all support services we supply. We deliver Service Desk support to the end users from our multi-channel, first-line support desk in Austin. Our Service Desk staff uses a single ticketing system to resolve, manage, route, track, and escalate all support tickets.

  • Managed Procurement Services

    Providing full life cycle procurement, Unisys enables Texas agencies to efficiently evaluate, source, and track a wide variety of IT products. Primary functions include ordering, approvals, fulfillment, shipment, tracking, installations, and returns. Unisys service consists of an integrated manufacturer-independent solution.

  • Desktop Management

    Unisys builds, tests, and distributes consistent images of workstation software for each agency's end users. We completely manage all aspects of software licenses regardless of software vendor.

  • Mobility Management

    Unisys leverages more than 20 years of experience in managing mission-critical applications associated with a mobile infrastructure. We have key partnerships with Microsoft, Nokia, Intellisync, and Dexterra to provide full life cycle management and control of an agency's mobile infrastructure, including devices, hardware, software, deployment, and installation management and control.

  • Device Monitoring and Management

    All distributed server, storage, network, firewall and other elements of the agency are monitored and managed from our ITO Operations Center (IOC). Unisys support services are available 24 hours a day, 7 days a week to identify and solve system problems. Support for management and operation of storage systems, technology platforms, operating systems, and databases are provided by teams of engineers with platform or application expertise from our global IOCs. We distribute other support staff to locations where local support is necessary.

  • Break-fix / Maintenance

    Unisys provides a full range of service support break/fix and desk side support for multi-vendor service offerings for distributed computing environments from PCs, peripherals and mobile devices to software patch management and more.  To maintain and manage all multi-vendor IT infrastructures effectively, we provide a single-vendor model for comprehensive support across desktops, servers, networks, and software.

  • Asset Management

    Unisys automates multiple asset management functions, providing real-time information to speed up problem resolution, establish data accuracy, and decrease incident management costs.

  • Service Management

    To manage all aspects of the overall service, Unisys will establish and maintain a program management team staffed with experienced IT professionals to deliver operational excellence enterprise-wide. Leveraging our experience in vendor management, this team also provides all third-party vendor management services.

Streamlined Service Delivery Protocol

  • Common Toolset and Processes

    A single suite of tools combined with a common set of IT support processes to establish consistent delivery of services enterprise-wide and reduce the complexity of the services.

  • Self Service Portal

    A Web-based support portal that provides a common integrated method to access all management systems that will be used to support the environment. This user-focused service portal provides online access to end users to submit incidents, request changes, check status and review FAQ's as well as access support tools.  Support services for all areas delivered by Unisys will be available at the support portal, including systems performance and availability. Click here for highlights:

  • High Performance Center

    The State of Texas is provided with special access to Unisys highly-skilled IT resources who can serve as your flexible resource pool for any project work.

Contract Information and Pricing 

Contract DIR-SDD-537 expires 5/23/2010
Appendix A, Standard Terms and Conditions
Appendix B, HUB Subcontracting Plan
Appendix C, Services and Pricing Addendum
Appendix D, Sample Supplemental Agreement