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service Management
Government agencies face numerous IT service management challenges amid today's fast-paced, digital-workplace-driven environments. They include ensuring commercial-quality service delivery with uptime and resiliency, streamlining operations and lowering costs to meet budget pressures. SAIC's integrated digital transformation solutions and service management expertise help your agency orchestrate and deliver secure, efficient IT services while accelerating time to value.
Digital workplace has heightened expectations of anytime, anywhere, any-device access to applications, collaboration, networks, data and support for IT customers, including agency personnel and citizens relying on services. SAIC's solutions integrate into agencies' IT environments for secure and resilient cloud-based infrastructure, systems and network operations, and our U-Centric service management platform provides IT teams with single-pane-of-glass operational visibility.
Optimized delivery of your services to achieve mission success and improve user satisfaction
Capabilities
Digital Workspace
Collaboration
Software
Networks
Cloud
Cyber
DEDICATED
COMMERCIAL
HYBRID
MANAGED SERVICE
Delivery Models
Service Management
Our end-to-end solution provides your workforce secure, device-agnostic access to enterprise resources and engagement tools anytime and anywhere. Service personas, intelligent virtual agents and self-help technologies are tailored, integrated and optimized for maximum productivity with an "it just works" user experience.
DIGITAL WORKSPACE
Our suite of fully configurable options for secure office/remote collaboration and communications can serve as your always-there backbone for workforce ideation and productivity to drive your mission outcomes.
COLLABORATION
Our cloud migration planning expertise and tools combined with our cloud-based, as-a-service software factory transform your app portfolio and safely migrate your workloads onto a secure cloud architecture, while accelerating your software and app development with our modern DevSecOps tooling.
Our DevSecOps and hyperautomation delivery teams provide software and workflow automation outcomes by the sprint to logically and incrementally facilitate your most efficient, lowest-risk roadmap implementation
SOFTWARE
Incorporating best-of-breed Internet of Things, ruggedized edge compute and a holistic and tailored approach to data transport, data management and DevSecOps orchestration at the edge, our solution assures edge network high performance and security.
NETWORKS
Our platform and cloud experts can help you evaluate and modernize your infrastructure and then optimize your investments through efficient cloud operations that also set you up for digital transformation and business acceleration.
CLOUD
You’re under mandate to implement a zero-trust architecture (ZTA), and we can help by implementing our security framework that focuses on ZTA acceleration, continuous Authorization to Operate (ATO) and security posture management for cloud and hybrid environments.
CYBER
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Home > What We Do > Enterprise IT > Service Management
End users expect 24/7 enterprise resources with personalized, consistent interfaces across devices and frictionless support. Meanwhile, IT staff wants to focus on mission projects rather than mundane tasks like service provisioning. Our digital workplace solutions and integrated, cross-tower approach optimize services and workflows.
Negative user experiences hurt productivity, but enterprise outages can destroy mission progress. Our managed-service solutions inject AI and machine learning capabilities that detect system irregularities, prevent disruptions by executing route-away or self-healing functions, and restore services quickly when incidents do occur.
Vendor and technology business management is critical for services provided by multiple suppliers. To balance cost, service excellence and risk management, SAIC delivers strategies, tools and analytics to orchestrate your suppliers and services in a well-planned and data-driven way that is aligned within your service framework.
BETTER USER EXPERIENCES, LESS TOIL ON YOUR TEAM
DECREASED DOWNTIME, GREATER PRODUCTIVITY
OPERATIONAL AND FINANCIAL EXCELLENCE
YOUR IT SERVICE dELIVERY BECOMES USER-CENTRIC, INTELLIGENT, AUTOMATED AND RESPONSIVE WITH SAIC MANAGED SERVICES
OUR U-CENTRIC SERVICE MANAGEMENT FRAMEWORK SYNTHESIZES ALL Your PROCESSES, TOOLS AND TECHNOLOGIES TO DRIVE REAL BUSINESS RESULTS
User experience dictates productivity, business outcomes and mission success. U-Centric service management framework optimizes user experience through operational and service-quality insights. Unlike traditional IT service management, we measure performance by four pillars: user experience, operational efficiency, service intelligence and business outcomes.
By quantifying success this way, we truly enable technology to mission, whereas others check the boxes on service-level agreements and use IT activity metrics. Our single-pane-of-glass management platform centralizes analytics, dashboards and tools, giving IT teams a clear window into capacity and demand, service health and cost, and full enterprise operations.
Centralized, automated and integrated management providing a single-pane-of-glass view of service operations
U-CENTRIC service
Management Platform
User
Experience
Operational
Efficiency
Service
Intelligence
Business
Outcomes
• Greater User Satisfaction and Productivity
• Less User Downtime
• Pre-Incident and Shift-Left Incident Resolution
• Reduced Help-Desk Labor Cost
• Improved Configuration Item Visibility
Benefits
SAIC leverages commercial digital transformation technologies such as intelligent virtual agents, machine learning and self-healing to enable automated and personalized user services. Our persona-driven, omni-channel approach provides seamless and behavior-responsive user experiences plus support across phone, email, web, chat and service portal — all supplemented by our live support. We continuously measure performance through experience-level agreements and digital experience monitoring.
Frictionless, Ever-Present Digital Experiences Tailored to Users’ Roles
USER EXPERIENCE
• Continuous Laser Focus on Business-Process,
User-Experience Excellence
• Greater Workflow Efficiency
• Less IT Workforce Frustration and More High-Value
Productivity
• Dynamically Right-Sized, Cost-Effective Environments
• Reduced Incidents, Risk and Costs
Benefits
OPERATIONAL EFFICIENCY
Secure, Optimized and Automated Business Processes
SAIC evaluates customers’ systems and processes to identify candidates for robotic process automation (RPA) and implements bots to do repetitive and mundane tasks for IT staff. RPA also makes sure that processes are completed to expected outcomes. We sync resource and technology capacity to fluctuating business activity conditions to optimize cost while ensuring that systems are secure and enterprise needs are met. We augment service-level agreements (SLAs) with experience-level agreement (XLA) performance management to ensure that processes are achieving business outcomes.
• Greater Business Continuity through Improved
Application and Infrastructure Availability
• Optimized Costs, Balanced Against Quality and Risk
• Improved Financial and Acquisition Outcomes via
Data-Driven Service Valuation
• Assured Compliance
Benefits
SAIC has an integrated management tool stack with artificial intelligence and machine learning capabilities to automatically detect irregular patterns of IT component utilization and perform evasive measures to prevent service disruptions. Spotting and stopping troubles on the horizon, our AIOps capability minimizes incidents and downtime. Service intelligence allows us to look at current operating conditions and costs, as well as predict potential events and IT spending, shifting the enterprise from a reactive to prepared posture.
Real-Time Knowledge of IT Health and Cost, and Maximum Service Uptime and System Resiliency
SERVICE INTELLIGENCE
• Improved Business Agility
• Greater Stakeholder Satisfaction
• Reduced Costs
• Steady Innovation Pipeline
• Lasting Cultural Changes
• Assured Compliance, Safety and Security
Benefits
BUSINESS OUTCOMES
IT Velocity to Business Value and Continuous Improvement Prioritization
SAIC applies a rigorous people-process-technology methodology to IT continuous improvement to ensure that all three work harmoniously toward the common goal of achieving your business outcomes with speed and efficiency. We use agile development aligned to Information Technology Infrastructure Library (ITIL) best practices to deliver rapid, incremental improvements to the service delivery ecosystem.
In parallel, we implement organizational change management and business-process management initiatives to prepare IT staff and users in maximizing the advantages of service innovations and new services. Our service management platform and its integrated project portfolio management tools, which we deploy as part of our proven program management capabilities, tie all of this together.
SAIC is a proven expert at solving complex IT service integration and management challenges. Talk to us to see how we can accelerate your enterprise IT innovation and outcomes.
Your it service management Needs.
We're ready to tackle
Advance Today is SAIC’s approach to thought leadership. Keep moving forward with our expert analysis of trending topics tailored to help you advance today and prepare for whatever comes your way tomorrow.
with SAIC
SAIC performed managed services at dozens of agency locations around the country to ensure EPA employees stay successfully on mission.
End-User Services Bring Tech Care to EPA
SAIC’s engineering support provides better eyes and control on data-center and network traffic.
Software-Defined Networking Bolsters Security for USCENTCOM
SAIC provides commercial-quality enterprise managed services to 60,000 warfighters in the U.S. Air Force.
EITaaS Helps Air Force, Space Force Optimize End-User Services
Automation tools make it possible to accelerate business processes and data analysis to produce better outcomes.
Hyperautomation: Hyperbolic Business Workflows
CONTACT US to get started
Service Management
Government agencies face numerous IT service management challenges amid today's fast-paced, digital-workplace-driven environments. They include ensuring commercial-quality service delivery with uptime and resiliency, streamlining operations and lowering costs to meet budget pressures. SAIC's integrated digital transformation solutions and service management expertise help your agency orchestrate and deliver secure, efficient IT services while accelerating time to value.
Digital workplace has heightened expectations of anytime, anywhere, any-device access to applications, collaboration, networks, data and support for IT customers, including agency personnel and citizens relying on services. SAIC's solutions integrate into agencies' IT environments for secure and resilient cloud-based infrastructure, systems and network operations, and our U-Centric service management platform provides IT teams with single-pane-of-glass operational visibility.
Optimized delivery of your services to achieve mission success and improve user satisfaction
Click each icon
Our end-to-end solution provides your workforce secure, device-agnostic access to enterprise resources and engagement tools anytime and anywhere. Service personas, intelligent virtual agents and self-help technologies are tailored, integrated and optimized for maximum productivity with an "it just works" user experience.
DIGITAL WORKSPACE
Our suite of fully configurable options for secure office/remote collaboration and communications can serve as your always-there backbone for workforce ideation and productivity to drive your mission outcomes.
COLLABORATION
Our cloud migration planning expertise and tools combined with our cloud-based, as-a-service software factory transform your app portfolio and safely migrate your workloads onto a secure cloud architecture, while accelerating your software and app development with our modern DevSecOps tooling.
Our DevSecOps and hyperautomation delivery teams provide software and workflow automation outcomes by the sprint to logically and incrementally facilitate your most efficient, lowest-risk roadmap implementation
SOFTWARE
Incorporating best-of-breed Internet of Things, ruggedized edge compute and a holistic and tailored approach to data transport, data management and DevSecOps orchestration at the edge, our solution assures edge network high performance and security.
NETWORKS
Our platform and cloud experts can help you evaluate and modernize your infrastructure and then optimize your investments through efficient cloud operations that also set you up for digital transformation and business acceleration.
CLOUD
You’re under mandate to implement a zero-trust architecture (ZTA), and we can help by implementing our security framework that focuses on ZTA acceleration, continuous Authorization to Operate (ATO) and security posture management for cloud and hybrid environments.
CYBER
End users expect 24/7 enterprise resources with personalized, consistent interfaces across multiple devices and frictionless support. Meanwhile, IT staff wants to focus on mission projects rather than manual, mundane tasks like resource and service provisioning. Our digital workplace solutions and integrated, cross-tower approach optimize services and IT workflows.
Negative user experiences hurt productivity, but enterprise outages can destroy mission progress. Our managed-service solutions inject AI and machine learning capabilities that detect system and component irregularities, prevent disruptions by executing route-away or self-healing functions, and restore services quickly when incidents do occur.
Vendor and technology business management is critical for enterprise IT services provided by multiple suppliers. To help you balance cost, service excellence and risk management, SAIC delivers strategies, tools and analytics to orchestrate your suppliers and services in a well-planned and data-driven way that is aligned within your service framework.
BETTER USER EXPERIENCES, LESS TOIL ON YOUR TEAM
DECREASED DOWNTIME, GREATER PRODUCTIVITY
OPERATIONAL AND FINANCIAL EXCELLENCE
YOUR IT SERVICE dELIVERY BECOMES USER-CENTRIC, INTELLIGENT, AUTOMATED AND RESPONSIVE WITH SAIC MANAGED SERVICES
Better user experiences and increased productivity
Decreased downtime because of incident avoidance and faster incident resolution
Improved decision-making with single-pane-of-glass visibility into systems and services
•
•
•
Lower total cost of transformation with sustainable savings year over year
More successful missions and better business outcomes
•
•
SAIC managed services help your organization achieve:
SAIC is a proven expert at solving complex IT service integration and management challenges. Talk to us to see how we can accelerate your enterprise IT innovation and outcomes.
Your IT Service
Management Needs.
We're ready to tackle
Contact US to get started
User experience dictates productivity, business outcomes and mission success. U-Centric service management framework optimizes user experience through operational and service-quality insights. Unlike traditional IT service management, we measure performance by four pillars: user experience, operational efficiency, service intelligence and business outcomes.
By quantifying success this way, we truly enable technology to mission, whereas others check the boxes on service-level agreements and use IT activity metrics. Our single-pane-of-glass management platform centralizes analytics, dashboards and tools, giving IT teams a clear window into capacity and demand, service health and cost, and full enterprise operations.
Centralized, automated, integrated management providing a single-pane-of-glass view of service operations
U-CENTRIC service
Management Platform
User
Experience
Operational
Efficiency
Service
Intelligence
Business
Outcomes
OUR U-CENTRIC SERVICE MANAGEMENT FRAMEWORK SYNTHESIZES ALL OF Your PROCESSES, TOOLS AND TECHNOLOGIES TO BRING ROI AND REAL BUSINESS RESULTS
• Greater User Satisfaction and Productivity
• Less User Downtime
• Pre-Incident and Shift-Left Incident Resolution
• Reduced Help-Desk Labor Cost
• Improved Configuration Item Visibility
Benefits
SAIC leverages commercial digital transformation technologies such as intelligent virtual agents, machine learning and self-healing to enable automated and personalized user services. Our persona-driven, omni-channel approach provides seamless and behavior-responsive user experiences plus support across phone, email, web, chat and service portal — all supplemented by our live support. We continuously measure performance through experience-level agreements and digital experience monitoring.
Frictionless, Ever-Present Digital Experiences Tailored to Users’ Roles
USER EXPERIENCE
• Continuous Laser Focus on Business-Process,
User-Experience Excellence
• Greater Workflow Efficiency
• Less IT Workforce Frustration and More High-Value
Productivity
• Dynamically Right-Sized, Cost-Effective Environments
• Reduced Incidents, Risk and Costs
Benefits
OPERATIONAL EFFICIENCY
Secure, Optimized and Automated Business Processes
SAIC evaluates customers’ systems and processes to identify candidates for robotic process automation (RPA) and implements bots to do repetitive and mundane tasks for IT staff. RPA also makes sure that processes are completed to expected outcomes. We sync resource and technology capacity to fluctuating business activity conditions to optimize cost while ensuring that systems are secure and enterprise needs are met. We augment service-level agreement (SLA) with experience-level agreement (XLA) performance management to ensure that processes are achieving business outcomes.
• Greater Business Continuity through Improved
Application and Infrastructure Availability
• Cost Optimization, Balanced Against Quality and Risk
• Improved Financial and Acquisition Outcomes via
Data-Driven Service Valuation
• Assured Compliance
Benefits
SAIC has an integrated management tool stack with artificial intelligence and machine learning capabilities to automatically detect irregular patterns of IT component utilization and perform evasive measures to prevent service disruptions. Spotting and stopping troubles on the horizon, our AIOps capability minimizes incidents and downtime. Service intelligence allows us to look at current operating conditions and costs, as well as predict potential events and IT spending, shifting the enterprise from a reactive to prepared posture.
Real-Time Knowledge of IT Health and Cost, and Maximum Service Uptime and System Resiliency
SERVICE INTELLIGENCE
• Improved Business Agility
• Greater Stakeholder Satisfaction
• Reduced Costs
• Steady Innovation Pipeline
• Lasting Cultural Changes
• Compliance, Safety and Security
Benefits
BUSINESS OUTCOMES
IT Velocity to Business Value and Continuous Improvement Prioritization
SAIC applies a rigorous people-process-technology methodology to IT continuous improvement to ensure that all three work harmoniously toward the common goal of achieving your business outcomes with speed and efficiency. We use agile development aligned to Information Technology Infrastructure Library (ITIL) best practices to deliver rapid, incremental improvements to the service delivery ecosystem.
In parallel, we implement organizational change management and business-process management initiatives to prepare IT staff and users in maximizing the advantages of service innovations and new services. Our service management platform and its integrated project portfolio management tools, which we deploy as part of our proven program management capabilities, tie all of this together.
Advance Today is SAIC’s approach to thought leadership. Keep moving forward with our expert analysis of trending topics tailored to help you advance today and prepare for whatever comes your way tomorrow.
with SAIC
SAIC performs managed services at dozens of agency locations around the country to ensure EPA employees stay successfully on mission.
End-User Services Bring Tech Care to EPA
SAIC’s engineering support provides better eyes and control on data-center and network traffic.
Software-Defined Networking Bolsters Security for USCENTCOM
SAIC provides commercial-quality managed services to 60,000 warfighters as a prime industry partner.
EITaaS Helps Air Force, Space Force Optimize End-User Services
Bringing as many automation tools as possible to accelerate data analysis and intelligence leads to better mission decisions.
Hyperautomation: Hyperbolic Business Workflows
Click to learn more
