The Challenge: Creating a Global, Repeatable IT Process Methodology

Unisys’ Infrastructure Managed Services (IMS) division recognized a need to unify how clients were serviced across more than 100 countries. With a growing demand for IT outsourcing, infrastructure services, and consulting, IMS needed a scalable, standardized approach to ensure repeatability, consistency, and efficiency across its global consultant base.

The challenge was significant: map and document over 600 business processes, consolidate them into a central, web-accessible repository, and make the framework universally accessible. Unisys needed a business process management (BPM) solution capable of transforming complexity into clarity, while empowering thousands of employees to collaborate, contribute, and execute consistently.

The Solution: Building the “Unify” Methodology with Interfacing

To bring their global process strategy to life, Unisys turned to Interfacing’s FirstSTEP methodology and its suite of process tools, including Charter and Designer. These tools allowed IMS to create complete models of its operations, simulate workflows, and define every step of its service delivery processes. Within one year, IMS upgraded to Interfacing’s flagship Enterprise Process Center® (EPC), a dynamic, web-based platform that enabled true process ownership from top-level executives to on-the-ground consultants.

With EPC, IMS captured business unit structures, roles, and resource mappings, and layered them with visual process diagrams and contextual documentation. The platform empowered employees to access and engage with processes in real time, no matter where they were located. This approach allowed Unisys to launch its “Unify” methodology company-wide, delivering faster rollouts, better training, and consistent customer experiences globally.

Results That Delivered Global Process Consistency

Unisys’ process transformation using EPC unlocked measurable value across operational and customer-facing functions:

• Unify became the backbone of global service consistency, enabling standardized delivery in 100+ countries.

• Over 600 processes were documented, modeled, and embedded with supporting resources.

• A scalable, web-based knowledge center empowered employees with access to live processes, improving adoption and training.

• EPC reduced the need for redundant documentation, helped identify process inefficiencies, and aligned teams with shared methodologies.

As Mike Hutchinson, VP of Infrastructure Managed Services, stated:
“EPC has helped us roll out a process-based methodology globally so our people provide consistent service and support no matter where in the world.”

Empowering Innovation Through Process Ownership

The success of Unify marked more than a methodological shift—it represented a strategic cultural change. By integrating EPC into their daily operations, Unisys enabled every employee, from engineers to executives, to participate in process refinement and knowledge sharing. With greater transparency, cross-functional collaboration, and data-backed insights, IMS created a competitive edge that extended beyond IT operations to client satisfaction and global delivery quality.

How Interfacing Can Help

Interfacing’s Enterprise Process Center® supports enterprise-wide BPM programs that enable visibility, accountability, and scale. Whether managing global service teams or developing process-based delivery models, EPC gives your organization the tools to standardize success, ensure knowledge retention, and adapt to change seamlessly.