Industry: Transportation
Product:
Micro Focus SMAX
Micro Focus Universal CMDB
Outcomes
+ ITIL-certified best practices to streamline IT and non-IT processes
+ Full integration capabilities for faster resolution time
+ High user adoption and satisfaction with self-service options and intelligent search
+ Faster IT service fulfillment through standardization and automation
Challenge
Introduce a solid IT service management foundation to gain transparency for improved and faster issue resolution and service fulfilment
Details
About Zurich Airport
Zurich Airport is the largest international airport in Switzerland and the principal hub of Swiss International Air Lines. It serves Zurich, Switzerland’s largest city, and, with its transport links, much of the rest of the world.
Fully Integrated ITSM Requirement
The nature of its business means that Zurich Airport works with a variety of partners, from luggage handling, to car hire, duty free shops, and airport accommodation providers. Its aim is to provide a consistent service to its internal and external customers. Transparency in its governance, processes, rules, and infrastructure is key to this objective, as Christoph Düggeli, Team Leader IT Service Management for Zurich Airport, explains: “We want to understand exactly what systems and interfaces we have, how these interact with our processes, what data is available and, more importantly, what data do we need to fulfill an IT order such as a workplace for a new employee.”
The team felt that structured IT service management is at the source of this and although there was an IT support ticketing system, this fell short in many areas. It had very limited integration capabilities and as a result the information available was of poor quality and did not reflect a real-time scenario. Because the information was mainly entered manually the system contained redundant and duplicate data. To create a consistent IT service management structure, Zurich Airport needed a new solution.
“User feedback has generally been really positive, with users understanding the potential of how SMAX can help in their daily work. They have noticed efficiency gains, with straightforward reporting and direct access to relevant knowledge articles.”
CHRISTOPH DÜGGELI – TEAM LEADER IT SERVICE MANAGEMENT
Zurich Airport
