The results of interviews commissioned by Unisys Corporation (NYSE:UIS) with more than 200 information technology IT decision-makers in the United States indicate that U.S. enterprises could benefit from accelerating the pace at which they adopt more targeted and strategically focused ways to provide support for their employees.
The U.S. results are part of a worldwide research study conducted by IDG Research Services on behalf of Unisys (see separate press release, http://www.unisys.com/about__unisys/news_a_events/08288810.htm also issued today). The research examined the impact of increasing “consumerization” of IT – use of laptops, personal digital assistants (PDAs), iPhones and other mobile devices for corporate business – on the end-user IT support services that enterprises provide.
Based on nearly 700 responses, the global study shows that organizations are increasingly shifting from using standardized, “one size fits all” IT support services. Instead, they are adopting flexible service strategies that place the highest priority on meeting the needs of mobile employees who work directly with clients and drive revenue. In that environment, the study shows, enterprise IT organizations are increasingly open to using outsourcing partners to deliver those services.
Many of the global study respondents are adopting support processes that make it easier for high-productivity employees to capitalize on consumer technology to drive business. While the U.S. respondents are largely in line with their counterparts in other parts of the world, the research results show the U.S. lagging behind the rest of the world in some key areas.
While 49 percent of respondents worldwide indicated that their employees were using multiple computing devices, including mobile ones, only 39 percent of U.S. respondents indicated the same adoption rate.
Only 46 percent of U.S. respondents said that their organizations had increased IT support to end users over the last five years, while 55 percent worldwide had done so.
In addition, U.S. enterprises are behind the global curve in adopting offshore and nearshore delivery elements of end-user support services. Of the U.S. respondents, 25 percent said that they had already done it, putting them one point above the global average of 24 percent. However, only 7 percent of U.S. respondents said that they would increase offshore/nearshore delivery within six months and 13 percent said they would do so within two years. Those were well behind the respective global averages of 16 percent and 18 percent projected adoption within the same periods.
The last point indicates that US enterprises could benefit from capitalizing on some options that provide skilled support at lower cost, whether outside or within the U.S. Those could complement the in-person and automated services that help comprise an integrated strategy that delivers the best combination of support for high-productivity employees at the most economical cost.
“U.S. enterprises, like those all around the world, have a tremendous opportunity to gain a competitive edge by accelerating adoption of innovative processes to take advantage of mobile technology advances and support their highest productivity employees,” said Joe Hogan, vice president, Strategic Outsourcing Programs, Unisys. “They need to start now.”
About the Research
The global end-user research was commissioned by Unisys and conducted online in the spring of 2007 by IDG Research Services. Respondents were 686 IT management and senior executives responsible for financial and operations functions across the United States and nine other countries: Brazil, United Kingdom, Germany, France, Netherlands, Belgium, Sweden, China and Australia. The organizations represented in this study have revenues exceeding $1 billion in the US, $500 million in Europe. For the full results, see the report “Consumerization and IT Services – Unisys 2007 Research on End-User Services in the Mobile Workplace” at the Unisys Unlearn Outsourcing site.
About Unisys
Unisys is a worldwide information technology services and solutions company. We provide consulting, systems integration, outsourcing and infrastructure services, combined with powerful enterprise server technology. We specialize in helping clients use information to create efficient, secure business operations that allow them to achieve their business goals. Our consultants and industry experts work with clients to understand their business challenges and create greater visibility into critical linkages throughout their operations. For more information, visit www.unisys.com.
RELEASE NO.: 0828/8811
http://www.unisys.com/about__unisys/news_a_events/08288811.htm
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Contacts:
Brian Daly, 215-986-2214
brian.daly@unisys.com
or
Peppercom
Jennifer
Kuhl, 212-931-6111
jkuhl@peppercom.com
