Tim Hostman, Flowserve: Unisys Selected for $37M End-User Services Contract

August 24 , 2010

Unisys has won a five-year extension of its contract to provide end-user support services to Flowserve. Flowserve provides supplying pumps, valves, seals, automation and services to the power, oil, gas, chemical and other industries.

Under the extension, valued at an estimated $37 million, Unisys will provide ongoing and expanded services to support approximately 10,000 of Flowserve’s employees in more than 50 countries worldwide for five years beyond the originally contracted 2011 expiration date.

The ongoing services include service desk support in nine languages, desk-side support, equipment maintenance, and installs, moves, adds and changes for desktop and laptop PCs, BlackBerry smartphones, servers and printers. The services are provided through Unisys global outsourcing centers in Rochester, New York; Sao Paulo, Brazil; Bogota, Colombia; Budapest, Hungary; Bangalore, India and Shanghai, China.

“Unisys has become a true partner to Flowserve, providing end-user services that make it easier for Flowserve to focus on innovating for our customers and growing our business,” said Tim Hostman, vice president, end-user services for Flowserve. “We will continue to look to Unisys for new ways to improve service delivery at lower cost while helping Flowserve employees be even more productive.”

Unisys will also provide expanded services under the extension. In 2011, Unisys plans to implement Unisys Converged Remote Infrastructure Management Suite service offering for Flowserve. This solution provides a single, unified view of an entire IT infrastructure. It will enable Unisys to provide integrated monitoring and management of some 500 servers deployed in Flowserve locations around the world.

In addition, Unisys will implement an IT Services Management framework, based on the ITIL v3 standard, for continuous improvement in service delivery. Unisys will also enhance both the self-service portal for Flowserve employees and the knowledge management solution that stores information about prior service events so that end users and service personnel can anticipate and more quickly resolve potential equipment problems before they lead to potentially costly downtime.

“Unisys is excited to support Flowserve’s commitment to continuous improvement in its business,” said Ron Frankenfield, president, Unisys Global Outsourcing and Infrastructure Services. “We welcome the opportunity to provide expanded end-user services that help Flowserve’s employees deliver enhanced service to their customers.”