Client Background

• Client name: Aeroports de Montreal (ADM)
• Industry type: Airport Operator
• Areas of Operation: 235,000 aircraft movements every year, catering to approximately 20.3 million passengers per annum & on an average, 55,000 passenger transit through YUL
• Geography or Areas of operations: Canada

Challenge

The Aéroports de Montreal (ADM) oversees some of Canada’s busiest airport terminals. Almost 55,000 passengers per day navigate ADM’s gates, with 235,000 aircraft movements per year responsible for transporting more than 20 million passengers. As the demand for personal and business travel increased, so did travelers’ expectations for service and speed. The authority recognized an opportunity to transform its IT infrastructure to improve performance, increase efficiencies, and deliver a superior user experience for ADM employees and travelers alike.

While enhancing system availability and scalability was critical for the future, ADM remained mindful of the importance to ensure a secure, safe, and stable environment for the present. With the right transformation partner, ADM hoped to establish a system that would provide real-time insights, increase productivity, and improve customer satisfaction, all of which are critical components to Airport Service Quality (ASQ) rating.

Solution

ADM engaged Wipro for a five-year transformation journey. Wipro reutilized ADM-invested tools and technologies to meet transformation objectives, leveraging its airport domain knowledge and integrated service-delivery capabilities powered by the Wipro HOLMES^® automation platform. The partners focused on three areas to generate actionable insights, simplify ADM’s IT infrastructure, and deliver maximum impact:

Process Simplification: Re-engineer processes to optimize inefficiencies.

Stabilize and Standardize Tools & Technology: Digitize legacy applications, optimize capacity for storage/backup/networks/compute, consolidate data-center monitoring toolsets, and integrate with bots.

Hyper Automation: Reduce manual operations across the IT ecosystem, enable proactive health and compliance checks, and implement effective event suppression and correlation.

Wipro and ADM established a two-in-the-box governance framework and cadence to ensure the effective implementation of tools, technology, and automation solutions.

Business Impact

Embarking on its transformation journey with Wipro has enabled the Aéroports de Montreal to realize its vision of an optimized, automated, and effective IT ecosystem. Since launching this strategic initiative, ADM has noted improved performance in several key areas, with more than 120 applications and underlying systems benefitting from the transformation.

In its data centres, the use of Solar Winds , Splunk integration and Wipro HOLMES®  together  has enabled 94% of alerts to be identified and automatically resolved ,  6% of actionable alerts automatically converting into tickets. This resulted in a 30% incident reduction and an improved uptime rate of 99.85%. Various business applications also saw performance gains. By using the Wipro HOLMES^® Application Health Check bot to monitor all mission- and business-critical applications, ADM was able to reduce downtimes by 50% and decrease its mean time to resolve (MTTR) by 40%.

The airport authority also saw increased efficiencies across its business. By optimizing ADM’s IT capacity, Wipro enabled ADM to reclaim approximately 64TB of storage space and multiple software licenses, delivering an overall Opex savings of 30,000 CAD and reducing disk utilization to less than 65%. In addition, Wipro HOLMES^® Backup and Storage Manager Bots enabled ADM to better monitor and forecast resources, saving the airport authority approximately 70 productive hours per month. Similarly, ADM was able to automate approximately 25% of its first level support tasks each month, while a 44% MTTR reduction for Priority 2 and Priority 3 tickets saved approximately 412 productive hours per month.

Launching its transformation journey also enabled ADM to deliver a superior user experience for employees and travelers alike. By utilizing Wipro HOLMES^® Self-Service and Self-Healing capabilities, more than 85% of effective service-desk calls were resolved on the first instance, the average speed to answer improved by more than 10%, and the average time to resolve tickets went from 42 hours to 9 hours in just 12 months.  

ADM’s transformation journey also improved the authority’s security estate. Robust event monitoring was enabled using Qradar for proactive log analysis, while automated alerting was made possible by integrating 140+ critical log sources and configuring 40+ use cases.

More than 20 new service catalogues were also created for service request fulfilment, with 35 workflows designed to orchestrate process simplifications on the ITSM platform.