Malaysia Airlines transforms its IT operations delivery with the help of TCS
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Malaysia Airlines transforms its IT operations delivery with the help of TCS
Client Experience Malaysia Airlines transforms its IT operations delivery with the help of TCS The airline industry today operates in a highly competitive environment. Airlines around the world are focused on creating a differentiated customer experience and lowering the cost of operations, in order to thrive in a challenging business environment. Changing business models have resulted in the need for large scale transformations in IT and operations. To thrive in a highly competitive and challenging business environment, Malaysia Airlines Systems Berhad (MAS) decided to transform its IT operations to deliver the required results. MAS engaged Tata Consultancy Services (TCS) to provide a scalable and flexible solution, based on an ITIL-compliant and SLA-based support model aligned with MAS’ business needs. Customer Malaysia Airlines Industry Airline Industry Offering Command Center & Data Center Operations Data base Support Storage Support Network Support Wintel server support Middleware support Midrange server support Enterprise service management Enterprise Security Client Experience About the Client Malaysia Airlines (www.malaysiaairlines.com), the national carrier of Malaysia and one of Asia's largest, flies nearly 50,000 passengers daily to some 100 destinations worldwide across 6 continents. The distinctive Malaysia Airlines brand is an extension of the special culture of warmth and friendliness unique to Malaysians. This inimitable Malaysian sense of graciousness is branded as “Malaysian Hospitality” and symbolized by the acronym MH which is also the airline’s flight code. The national carrier of Malaysia has been recognized many times for its outstanding service, and its cabin crew has been voted the world’s best on numerous occasions. Malaysia Airlines’ Group IT vision is to become the Valued IT Partner. In line with BTP2, revitalisation of IT Services is based on three trusts – Serve Customers, Make Money and Save Money in a secured environment. Group IT aims to provide IT leadership in business transformation, enable the business process transformation through innovation use of IT and business advisory, deliver effective and cost efficient IT services as well as always provide quick decision making and solution. Business Context With growing competition, tight margins, high cost and demand cyclicality in the airline industry, MAS realised that transformational initiatives were essential to reduce cost and improve the quality of customer service. They decided to streamline its IT operations while at the same time maintain the existing SLAs and the seamless operational integration between the Group IT and business users and the existing MAS IT vendors. The following are the main objectives of this project: n Transforming MAS IT operations delivery and outsourcing non-core activities, to allow its own employees to concentrate on core initiatives. n Lower the Total Cost of Ownership (TCO) by focussing MAS’ outsourcing strategy on cost reduction. n To standardize the processes across cross-functional towers n Transform the MAS IT from a silo view to an integrated service view of the company at operational, tactical and strategic levels for continual process improvement, and deliver a seamless internal customer experience. n To build Enterprise Service Management processes within the company. In short, MAS wanted to fine-tune its IT outsourcing strategy to build a robust and highly scalable IT infrastructure operation over multiple geographies. MAS therefore looked for a partner who could help it achieve its transformation plan and lower its IT TCO. TCS’ proven track record with other leading global airlines made it the logical choice as partner. Client Experience TCS' Solution TCS’ strong governance and service delivery model with focus on outcomes, transparency, transformation and innovation, was designed to meet the future business needs of MAS. Following are the key highlights of the solution: TCS completed the transition three months ahead of schedule, and have been providing a seamless customer service ever since, consistently achieving and exceeding SLA targets since steady state. Benefits The engagement with TCS provided MAS with the following benefits: IT IS – Level 1, Level 2 and Level 3 support for Wintel, UNIX, Database, Storage and Middleware datacenter operations. n n ESM – activities developed on a Build, Operate and Transfer model. Increased automation and continuous process improvements that meet and exceed SLAs. n n Network services Level 1, Level 2 and Level 3 support for the entire MAS Network. Reduction in alerts by 50% across database, midrange, backup and Wintel. n n Design and building of service management framework for ITIL Process deployment for MAS. Seamless operational integration with existing MAS IT vendors. Redundant MPLS connectivity between MAS Data Centre and TCS Offshore with VPN back up. n Maximized remote management of IT IS operations. n n Providing transparent solutions to top management by implementing Netasthra – the service management dashboard. n Efficient utilization of resources due to consolidation and streamlining of IT services. n Compliance to process and accountability within IT support staff. n Improved productivity due to better workflow with the new instance of the ESM portal. n Improved service delivery and reduction in service disruptions due to the proactive monitoring of the IT infrastructure. Monitoring has increased from 40% to 90% for all the IT components. n Standard processes across cross functional towers through Business Service Management (BSM). n n Seamless integration of new hardware procured under technology refresh and subsequent migration of servers and storage to the new infrastructure. The engagement leverages our Global Network Delivery Model (GNDM™) in an onsite/offshore mode. The IT IS provisioning team and the ESM team operates out of two different locations. To provide MAS with an integrated service view of the IT operations, we have utilized the TCS proprietary tool Netasthra. This tool is based on the ITIL framework and provides a unified interface and a single touch-point, which encompasses all functions relevant for the dayto-day management of the IT environment. Netasthra is used for effective monitoring of the MAS environment. The monitoring helps in proactive reduction of incidents and enhances MAS experience. The tool is also integrated with the Enterprise Service Management tool, thus giving the user the live data of the status of any particular issue. The tool is also being used to track changes using the Change Management module. Netasthra is used to report to Group IT on the capacity and utilization too. TCS offers innovative value proposition to enable us to meet our requirements. The proven track record of TCS with other leading global airlines made them a logical choice to be our partner. - Faridah Abdul Rahman MAS Chief Information Officer, Contact To know more about TCS' expertise, contact [email protected] Subscribe to TCS Case Studies TCS.com RSS: http://www.tcs.com/rss_feeds/Pages/feed.aspx?f=c Feedburner: http://feeds2.feedburner.com/tcscasestudies About Tata Consultancy Services Ltd (TCS) Tata Consultancy Services is an IT services, consulting and business solutions organization that delivers real results to global business, ensuring a level of certainty no other firm can match. TCS offers a consulting-led, integrated portfolio of IT and IT-enabled infrastructure, engineering and assurance services. This is delivered through its unique Global Network Delivery ModelTM, recognized as the benchmark of excellence in software development. 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