Service Management - WWD

Service Management

Optimized delivery of your services to achieve mission success and improve workforce productivity

Modernizing government IT for an AI-first era

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. Delivery models:

America’s transportation, infrastructure, environmental and energy sectors are vital contributors to our country’s success and the overall quality of life for our citizens. We provide innovative solutions that enhance safety, efficiency and sustainability, by transforming science and technology into operationally-ready solutions.

Koverse: Zero trust data security

Koverse ingests, indexes, and secures structured and unstructured data in one place, enabling multi-level security, data mesh interoperability, and faster analytics-driven decision-making.

Secure sync & storage: Share data across locations with controlled access and segmented video playback.

Edge processing: Securely collect and process data in limited or disrupted environments.

Features

Benefits

Unified data management: Eliminates silos with a single, secure repository.

Trusted analytics: Provides a single source of truth for AI and modeling.

AI-ready integration: Works seamlessly with Tenjin and Mission Accelerators.

Try Koverse for free

Tenjin: AI-powered decision support

Features

Tenjin provides an advanced AI environment for training, testing, and deploying analytic models, accelerating mission-critical insights. Built on Koverse’s secure data foundation, Tenjin enables seamless cloud-agnostic integration and system interoperability for data-driven decision-making.

AI-Powered Data Fusion: Customizable decision support interface using state-of-the-art large language models.

Cloud-Agnostic Architecture: Enables extensibility and smooth system interoperability.

Benefits

Streamlined AI Development: Expands analytic capabilities across teams with an easy-to-use tool.

Operationalized AI: Allows both technical and non-technical users to collaborate in a single, aligned environment.

Seamless Integration: Works with Mission Accelerators and Koverse for a full-scale analytics solution.

Mission Accelerators: AI-powered insights

Features

Tenjin’s mission accelerators are ready-to-use AI solutions designed to deliver actionable insights for critical decision-making. These tools enhance data processing, problem-solving, and AI operationalization in just weeks.

Computer vision: Recognizes and categorizes images and video using AI-driven algorithms like optical character recognition, facial recognition, and object detection.

Natural language processing: Extracts and analyzes text from multiple document types, images, and even audio/video files to enhance information insights.

Generative AI: smarter automation, better insights

Features

Generative AI enhances efficiency, decision-making, and automation while complementing human analysis. By combining AI with human expertise, organizations can overcome data overload and optimize processes.

AI-Powered Decision Support: Automates and optimizes business workflows with real-time insights.

Human-Machine Collaboration: Enhances problem-solving by balancing automation with critical thinking.

Data fusion & analytics: Integrates data from 40+ sources, enabling rapid fusion through a low-code environment for seamless, mission-ready solutions.

Tenjin GPT Tool: SAIC’s AI-powered solution for secure, data-driven analysis and business optimization.

Dedicated

Commercial

Hybrid

Managed Service

BENEFITS

Your IT service delivery becomes user-centric, intelligent, automated and responsive with SAIC managed services

Better user experiences, less toil on your team

Decreased downtime, greater productivity

Operational and financial excellence

Driving seamless experiences, proactive performance, and strategic cost control through intelligent service integration.

How we measure service success

Our approach to IT service management focuses on what matters most—how services impact users, operations, and outcomes. Explore the four pillars that define our U-Centric framework:

User Experience

Operational Efficiency

Service Intelligence

Business Outcomes

A smarter framework for IT service management

User experience drives mission success. Our U-Centric service management framework aligns IT performance with business outcomes by optimizing services through four key elements: user experience, operational efficiency, service intelligence, and business outcomes. We go beyond traditional service-level metrics by quantifying success through experience and insights. Our single-pane-of-glass platform centralizes analytics, dashboards, and tools—giving IT teams full visibility into operations, health and cost.

User Experience

Modern mission environments demand seamless, personalized digital experiences that work anytime, anywhere, across any device. SAIC’s approach puts user satisfaction and mission productivity at the forefront. We deliver frictionless, persona-driven support using intelligent virtual agents, self-healing systems, and live help across channels — including phone, email, chat, and web. Our omni-channel design adapts to user behavior and role, ensuring consistent service backed by real-time digital experience monitoring. SAIC's U-Centric service model is measured not just by uptime, but by:

Greater user satisfaction and productivity

Reduced downtime and faster incident resolution

Pre-incident detection and shift-left support

Lower help desk labor costs

Improved visibility across configuration items and services

Better user experiences, less toil on your team

Decreased downtime, greater productivity

Operational and financial excellence

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.

Operational Efficiency

SAIC evaluates systems and processes to identify tasks ideal for robotic process automation (RPA), reducing manual effort for IT teams. Our bots ensure expected outcomes while syncing tech capacity to business demands for cost-efficient scalability and secure performance. We go beyond traditional SLAs, using experience-level agreements (XLAs) to track how well automation delivers real business outcomes.

Continuous focus on business process and user-experience excellence

Greater workflow efficiency

Reduced IT staff frustration and increased productivity

Right-sized, cost-effective environments

Fewer incidents, risks, and costs

Benefits

Service Intelligence

Benefits

SAIC uses AI and machine learning to monitor IT health, detect anomalies, and take evasive actions before disruptions occur. Our AIOps capabilities reduce downtime and provide a predictive view of IT operations and costs. We shift organizations from reactive to proactive by offering real-time visibility into performance, cost, and risk — maximizing uptime and ensuring smarter, data-driven decisions.

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

U-Centric Service Management Framework

Our approach to IT service management focuses on what matters most—how services impact users, operations, and outcomes. Explore the four elements that define our U-Centric framework:

User Experience

Operational Efficiency

Service Intelligence

Business Outcomes

Benefits

SAIC aligns people, processes, and technology to help agencies deliver continuous improvement and measurable value. By combining ITIL best practices and agile delivery, we accelerate innovation, reduce costs, and optimize service performance. We also provide change management and program management support to ensure successful adoption of new tools and services—tying every improvement to mission-focused business priorities.

Improved business agility

Greater stakeholder satisfaction

Reduced costs

Steady innovation pipeline

Lasting cultural changes

Assured compliance, safety, and security

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.

Learn more >

Contact

We're ready to tackle your IT service management needs.

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.

info@SAIC.io

1 (800) 123-4567

12010 Sunset Hills Road, Reston, VA

First name*

Last name*

Organization or agency*

Email*

Tell us more about how we can support your mission

Type your message...

I accept the Terms

Submit