Challenge
The biggest challenge for the Client was to ensure IT support was very fast, right from passenger check-in to flight take-off. No flight delays are expected.
Leading Airline in India
Scope
- 24x7 Support for critical location, On Demand Support
- 100 + Incident per Day Support
- 150+ Schedule IT Tasks Daily Execution
- 25+ Service Request Daily handling & fulfillment
- Total count of locations across Western India - 33 Locations +
Solution
- Integrated business-aligned Front Line to cover 24x7 support.
- Central Service Desk team to support 5,000+ end Users in Office & Airports.
- Deployed AdiTaaS for complete ITSM and Asset Lifecycle Management.
- Full-Time Engineers – Deployed more than 80+ engineers. Managing and maintaining Desktops & Laptops, Network, Servers, Printers, Scanners, UPS, Created a best in the class program management team to support 3 years of operation.
- Deployed a central Service Desk team.
- We provided an optimized 24x7 solution providing U.S. based English support
Automation/Benefits/Statistics
- Critical Airport Flight Operations IT Support.
- High availability by creating a provisional failover module for EUC.
- 45 Minutes advance completion target of Booking Offices IT operations like bag Tag & manifest.
- 24x7 Cargo Operations Support.
- 90% Overall FCR for Service Desk, 99.5% Overall Availability for Infra.
- Dynamic dashboards for insight and trends in incidents and assets.
- Process standardization and continuous improvement
- Integrated operating model to drive synergies across EUS Apps, Network Infra, and Service Desk.