Unicorn’s IT Professional Services division is designed with a singular vision: to make you in charge of your business while we take complete responsibility for your IT infrastructure. We function as an extended arm of your organization, ensuring maximum return on IT investment with minimal downtime and optimal performance.
Our comprehensive service portfolio spans from basic help desk management to complete IT infrastructure management under fully outsourced models. With well-defined Service Level Agreements (SLAs), ITIL-enabled support processes, and industry-standard tools, we deliver professional IT services that enable you to focus on strategic business objectives.
Managed Services
Complete IT Infrastructure Management
Comprehensive Coverage: Our Managed Service Provider (MSP) model assumes full responsibility for your IT operations, acting as your dedicated IT department with around-the-clock monitoring and management capabilities.
Service Components:
- Infrastructure Monitoring: 24/7 proactive monitoring of servers, networks, and applications
- Incident Management: Rapid response and resolution of IT issues and outages
- Change Management: Controlled implementation of system changes and updates
- Problem Management: Root cause analysis and permanent solution implementation
- Capacity Planning: Proactive resource planning and optimization recommendations
Service Level Commitments:
- 99.9% uptime guarantee for critical systems
- 15-minute response time for critical incidents
- 2-hour response time for high-priority issues
- 4-hour response time for standard support requests
- Monthly service reviews and improvement recommendations
Cloud Management Services
Microsoft Azure Expertise:
- Azure Infrastructure Management: Complete cloud environment administration
- Cost Optimization: Continuous monitoring and optimization of cloud spending
- Security Management: Implementation and maintenance of cloud security controls
- Backup and Recovery: Automated backup solutions with tested recovery procedures
- Performance Monitoring: Real-time performance tracking and optimization
Hybrid Cloud Integration:
- Seamless connectivity between on-premises and cloud environments
- Workload migration planning and execution
- Data synchronization and replication management
- Identity and access management across hybrid environments
- Disaster recovery orchestration and testing
Database and Application Management
Database Services:
- SQL Server Management: Performance tuning, backup, and maintenance
- Oracle Database Support: Administration and optimization services
- MySQL/PostgreSQL: Open-source database management and support
- Cloud Database Services: Azure SQL, Amazon RDS management
- Data Integration: ETL processes and data warehouse management
Application Support:
- Custom application monitoring and maintenance
- Third-party application support and integration
- Performance optimization and troubleshooting
- User access management and security implementation
- Application lifecycle management and updates
Custom Development Services
Tailored Software Solutions
Business Process Automation: Unicorn specializes in creating software applications specifically tailored to meet the unique needs of Saudi businesses and organizations. Our custom development approach implements workflow and SLA-based processes that ensure accountability and efficiency.
Development Approach:
- Requirements Analysis: Comprehensive understanding of business needs and challenges
- Process Assessment: Identification of pain points and optimization opportunities
- Solution Design: Architecture and technical specification development
- Agile Development: Iterative development with regular client feedback
- Testing and Quality Assurance: Comprehensive testing and validation procedures
- Deployment and Training: Production deployment with user training and support
Technology Expertise:
- .NET Framework: Enterprise applications using Microsoft technologies
- SharePoint Development: Custom workflows and business applications
- Power Platform: Low-code/no-code solutions using Power Apps and Power Automate
- Web Development: Modern web applications using latest frameworks
- Mobile Development: Native iOS and Android applications
System Integration Solutions
Enterprise Application Integration:
- ERP system integration and data synchronization
- CRM integration for unified customer data management
- Financial system connectivity for automated transactions
- HR system integration for employee data management
- Legacy system modernization and API development
API Development and Management:
- RESTful API design and implementation
- API security and authentication mechanisms
- API gateway management and monitoring
- Third-party system integration via APIs
- Microservices architecture development
Data Analytics and Business Intelligence Services
Advanced Analytics Solutions
Data Strategy and Architecture: Our data analytics services help businesses extract valuable insights from corporate data to drive informed decision-making and competitive advantage.
Core Capabilities:
- Data Warehouse Design: Scalable data architecture for enterprise analytics
- ETL Development: Extract, Transform, Load processes for data integration
- Real-time Analytics: Streaming data processing and live dashboard development
- Predictive Modeling: Machine learning algorithms for forecasting and optimization
- Data Visualization: Interactive dashboards and executive reporting solutions
Business Intelligence Platforms:
- Microsoft Power BI: Comprehensive self-service analytics and reporting
- Tableau: Advanced data visualization and interactive analytics
- SQL Server Reporting Services: Enterprise reporting and distribution
- Azure Analytics: Cloud-based big data and machine learning services
- Custom BI Solutions: Tailored analytics platforms for specific business needs
Industry-Specific Analytics:
- Retail Analytics: Customer behavior, inventory optimization, sales forecasting
- Financial Analytics: Risk assessment, fraud detection, regulatory reporting
- Manufacturing Analytics: Production optimization, quality control, predictive maintenance
- Healthcare Analytics: Patient outcomes, operational efficiency, cost optimization
- Government Analytics: Citizen services, resource allocation, performance measurement
Consulting and Advisory Services
Strategic IT Consulting
Technology Strategy Development: Our consulting services help organizations navigate complex technology decisions and develop comprehensive strategies aligned with business objectives and Vision 2030 initiatives.
Service Areas:
- Digital Transformation Strategy: Roadmap development for technology modernization
- IT Governance: Framework development for IT decision-making and oversight
- Cybersecurity Assessment: Risk evaluation and security strategy development
- Cloud Strategy: Migration planning and cloud adoption roadmaps
- Compliance Consulting: Regulatory requirement analysis and implementation planning
Business Process Optimization:
- Process Analysis: Current state assessment and improvement identification
- Workflow Design: Optimized process development with automation integration
- Change Management: Organizational change planning and implementation support
- Performance Measurement: KPI development and monitoring framework creation
- Best Practice Implementation: Industry standard adoption and customization
Risk Management and Compliance
Cybersecurity Services:
- Security Assessments: Comprehensive evaluation of current security posture
- Vulnerability Testing: Penetration testing and security validation
- Compliance Audits: Regulatory compliance assessment and gap analysis
- Security Policy Development: Framework creation and implementation guidance
- Incident Response Planning: Security incident preparation and response procedures
Regulatory Compliance Support:
- SAMA Compliance: Saudi Arabian Monetary Authority requirement implementation
- CITC Regulations: Communications and IT Commission compliance support
- GDPR/Privacy: Data protection and privacy regulation compliance
- ISO Certifications: ISO 27001, ISO 9001 implementation and audit support
- Industry Standards: Sector-specific compliance and certification support
Technology Reseller and VAR Services
Value-Added Reseller Capabilities
Product Integration and Customization: Unicorn serves as a Value-Added Reseller (VAR) providing additional sales channels for technology products while adding significant value through customization and integration services.
Core VAR Services:
- Product Customization: Tailoring software and hardware solutions to specific business needs
- System Integration: Seamless integration with existing technology infrastructure
- Technical Support: Ongoing support and maintenance for resold products
- Training Services: User training and certification programs for implemented solutions
- Warranty Management: Extended warranty and support service coordination
Technology Partnerships:
- Microsoft: Gold Partner status with advanced specializations
- SAP: Certified implementation and support services
- Cisco: Networking and security solution integration
- VMware: Virtualization and cloud infrastructure solutions
- Dell Technologies: Hardware and infrastructure solution provision
Market Expansion Support
International Market Entry:
- Local Market Knowledge: Deep understanding of Saudi business culture and practices
- Regulatory Navigation: Assistance with local compliance and certification requirements
- Partner Network: Established relationships with local suppliers and service providers
- Cultural Bridge: Language and cultural translation for international vendors
- Go-to-Market Strategy: Market entry planning and execution support
Staff Augmentation Services
Skilled IT Professionals
Flexible Resource Models: Our staff augmentation services provide access to certified IT professionals on flexible engagement models, allowing organizations to scale their technical capabilities based on project requirements and business needs.
Service Models:
- Onsite Staff Augmentation: Dedicated professionals working at client locations
- Offsite Resource Provision: Remote professionals integrated into client teams
- Mixed Mode Operations: Hybrid arrangements combining onsite and remote resources
- Project-Based Teams: Complete teams for specific project deliverables
- Long-term Partnerships: Extended engagements for ongoing support and development
Professional Categories:
- Software Developers: .NET, Java, Python, mobile development specialists
- System Administrators: Windows, Linux, cloud platform management
- Database Administrators: SQL Server, Oracle, MySQL specialists
- Network Engineers: Cisco, security, wireless networking professionals
- Project Managers: PMP, Scrum, Agile methodology certified professionals
Quality Assurance and Certifications
Professional Standards: All augmented staff undergo rigorous evaluation and maintain current certifications relevant to their specializations.
Certification Requirements:
- Microsoft Certifications: Azure, Office 365, SharePoint specialists
- Cisco Certifications: CCNA, CCNP, CCIE networking professionals
- Project Management: PMP, Scrum Master, Six Sigma certifications
- Security Certifications: CISSP, CEH, Security+ professionals
- Industry Certifications: SAP, Oracle, VMware specialist certifications
Implementation Methodology
ITIL-Based Service Management
Service Lifecycle Management: Our service delivery follows ITIL (Information Technology Infrastructure Library) best practices, ensuring consistent, high-quality service delivery across all engagements.
Process Framework:
- Service Strategy: Alignment of IT services with business objectives
- Service Design: Comprehensive service architecture and process design
- Service Transition: Controlled implementation and change management
- Service Operation: Day-to-day service delivery and support
- Continual Service Improvement: Ongoing optimization and enhancement
Quality Management:
- SLA Management: Clear service level definitions and performance measurement
- Incident Management: Structured incident response and resolution processes
- Change Management: Controlled change implementation with risk assessment
- Problem Management: Root cause analysis and permanent solution implementation
- Configuration Management: Comprehensive asset and configuration tracking
Technology Partnerships and Certifications
Strategic Technology Alliances
Microsoft Partnership:
- Gold Partner Status: Highest level of Microsoft partnership
- Advanced Specializations: Cloud Platform, Modern Work, Security
- Certified Professionals: Microsoft Certified Solutions Experts and Associates
- Early Access Programs: Beta testing and preview program participation
- Technical Support: Direct access to Microsoft technical resources
Additional Partnerships:
- SAP: Certified implementation and support partner
- Cisco: Select Partner with security and networking specializations
- VMware: Solution Provider Partner for virtualization and cloud
- Dell Technologies: Preferred Partner for hardware and infrastructure
- AWS/Azure: Certified cloud solution provider status
Service Level Agreements and Performance Metrics
Comprehensive SLA Framework
Response Time Commitments:
- Critical Issues (P1): 15-minute response, 4-hour resolution target
- High Priority (P2): 1-hour response, 8-hour resolution target
- Medium Priority (P3): 4-hour response, 24-hour resolution target
- Low Priority (P4): Next business day response, 72-hour resolution target
- Enhancement Requests: 5-business day response, timeline negotiation
Availability Guarantees:
- Mission-Critical Systems: 99.9% uptime guarantee
- Business-Critical Systems: 99.5% uptime guarantee
- Standard Systems: 99% uptime guarantee
- Development/Test Systems: 95% uptime guarantee
- Maintenance Windows: Scheduled with advance notice and approval
Performance Measurement and Reporting
Monthly Service Reviews:
- Performance Dashboard: Real-time metrics and trend analysis
- Incident Analysis: Detailed incident reports and resolution summaries
- Customer Satisfaction: Regular surveys and feedback collection
- Improvement Recommendations: Proactive optimization suggestions
- Capacity Planning: Resource utilization analysis and growth projections
Success Stories and Case Studies
Major Saudi Corporation
Challenge: Aging IT infrastructure unable to support business growth Solution: Complete managed services engagement with infrastructure modernization Results:
- 99.8% system uptime achievement exceeding SLA commitments
- 40% reduction in IT operational costs through optimization
- 60% faster incident resolution through proactive monitoring
- Enhanced security posture with zero security incidents
- Successful digital transformation enabling remote work capabilities
Government Agency Modernization
Challenge: Legacy systems requiring modernization for citizen service delivery Solution: Custom development and system integration services Results:
- 70% reduction in citizen service processing time
- 90% user satisfaction rating for new digital services
- Complete regulatory compliance achievement
- 50% reduction in operational costs through automation
- Successful Vision 2030 alignment and contribution
Investment and ROI Considerations
Cost-Benefit Analysis
Direct Cost Savings:
- Staffing Cost Reduction: 30-50% savings compared to full-time employee costs
- Infrastructure Optimization: 25-40% reduction in hardware and software costs
- Operational Efficiency: 35-45% improvement in IT operational efficiency
- Downtime Reduction: 80-90% reduction in unplanned system downtime
- Compliance Cost Savings: Reduced audit and compliance management costs
Strategic Value Delivery:
- Business Continuity: Enhanced disaster recovery and business continuity capabilities
- Scalability: Flexible resource scaling aligned with business growth
- Innovation Access: Latest technology adoption without internal investment
- Risk Mitigation: Reduced technology and operational risks
- Competitive Advantage: Focus on core business while maintaining IT excellence
Getting Started
Consultation and Assessment
Initial Evaluation: Our IT professionals will conduct a comprehensive assessment of your current IT environment, identifying optimization opportunities and developing customized service recommendations.
Service Design: Following assessment, we’ll design a comprehensive service delivery model tailored to your specific requirements, including SLA definitions, resource allocation, and performance metrics.
Pilot Program Implementation
Proof of Concept: We recommend starting with a limited-scope pilot program to demonstrate service quality and validate the proposed approach before full engagement commitment.
Transition Planning
Smooth Transition: Our experienced transition team ensures minimal business disruption during service initiation, with comprehensive knowledge transfer and documentation.
Ready to optimize your IT operations with professional services excellence? Contact our IT services specialists today to schedule a consultation and discover how our comprehensive approach can transform your IT capabilities while reducing costs and improving performance.