Client: A leading airport in the Middle East
Area of operations: Aviation
Customers: 559 Flights, Over 2 million passengers
The airport’s IT and OT landscape were fraught with operational challenges, given the siloed operations for various systems. Multiple service desk teams and legacy systems combined with the lack of asset databases impacted inventory management and maintenance process streamlining. In addition, the lack of incident tracking mechanisms and SLA measurement systems made it difficult to transition out of the existing mix of in-house and local incumbent IT and OT organizations. Other challenges included legacy systems, End of Life (EOL) / End of Support (EOS) for certain systems and poor documentation which impeded the understanding of the system architecture.
As airport operations were critical, there was a need to transform the service management process and systems for 24X7X365 SLA based managed services for all IT and OT systems. Besides uptime SLA assurance and adherence at system / sub-systems level, improved response and resolution time were also critical to ensure minimal service outages.
Wipro’s comprehensive solution encompassed a wide range of services – from pre-assessment to implementation and support. The solution spanned over 60 systems across 8 terminal buildings and landside areas like parking, mosque, arrival & departure entrances, as well as air-side locations such as fire stations, fuel stations, power grid, water treatment areas, runways, and perimeters. The solution included:
Wipro’s holistic solution enabled the customer to drive digital transformation aligned with its 2020 vision, helping to improve its processes, tools, security, and ultimately the passenger experience.