Former EDSer on Unisys' personalised IT support and its deal with Apple.

In the three years since I have been doing the Inside Outsourcing blog I have not written a single article about Unisys, I did a search to check and Unisys has had been referenced a couple of times but that is it. It surprises me because it is a name synonymous with IT outsourcing.

Well I am now kicking off with my first blog post about Unisys, which has about 22,500 staff and makes sales worth over $3bn, after meeting Kevin Rayner. He is head of client services for Unisys in the catchy named UKMEA region (who said the UK isn’t properly in Europe? It is Europe).

Kevin is yet another former EDS man. In fact he was with the once great IT services giant for a massive 18 years. And if you like me got billed correctly for your student loan you can partly blame him because he worked on the student loan IT when it was launched. He was also involved in the deal with the Inland revenue that EDS had previously, now known as Aspire and run by Capgemini. Most the IT outsourcing industry seem to have their roots with EDS.

The headline is in regard to Unisys being awarded Authorised Service Provider status by Apple. So it can provide its corporate clients with authorised services on Apple kit. This I thought was interesting because it shows the increasing importance of Apple within big business and the consumerisation of IT.

Unisys is big in the public sector, with deals with the Met Police and Kent County Council to name two. It also has a significant UK financial services business with a big mortgage processing operation (40% of UK mortgages processed on its platform) and a deal with Barclays. Lloyds and HSBC to clear cheques.

Kevin also told me about a news drive by Unysis to improve how it provides support services to the end users within its customer base. It supports lots. For example at customer Unilever it supports 60,000 IT users. It supports 210,000 devices in Europe.

Personas, as the approach is known attempts to work out the technical support required by an employee depending on their role. It links the service to the person, which will save time and money in the long run. A one size fits all approach to IT services does not take the user into account but there are different requirements for different roles and different consumption levels.