Case Study                             Travel & TransportationLeading Airline IT/ ASP Service Provider Gains Scalibility t...
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Leading airline it asp service provider gains scalibility through maintenance

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Leading Airline IT/ ASP Service Provider Gains Scalibility through Maintenance
and Support of PSS & Cargo Applications

Published in: Technology, Business
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Leading airline it asp service provider gains scalibility through maintenance

  1. 1. Case Study Travel & TransportationLeading Airline IT/ ASP Service Provider Gains Scalibility through Maintenanceand Support of PSS & Cargo ApplicationsCustomer ProfileOne of the leading IT and ASP Service Providers for the airline and aviation industry. The wholly owned subsidiary of the leading airline group covers theentire range of IT services including hosting, consulting, development, implementation and operations support. The customer has been hosting andmaintaining the PSS & Cargo Applications for 50+ major airlines in Europe and Americas. Business Need Benefits The customer, providing multi-hosted PSS and Cargo solutions, decided to outsource the application maintenance and support in order to improve service levels, enhance operational Cost savings of 30% upwards efficiency and reduce cost through onsite-offshore model. Resource ScalabilitySolution Risk sharing option with greater Hexaware, with expertise in PSS and Cargo domains, adopted systematic processes for training, flexibility knowledge acquisition and transition for transferring the application maintenance and support in Time-zone gain a phased manner. Improved quality of service using ‘process performance’ model The scope of work included: Gain access to skill-sets Knowledge Transfer and Responsibility Transfer Providing Maintenance and Support service for PSS & Air Cargo Applications Development of requests, which includes changes, enhancements and new development 24 * 7 production support Developing new modules, design/development of interfaces with external systems Providing coverage support during major cut-over and migrations Providing support for disaster recovery plan execution Client/ ASM Responsibility Matrix Hexaware SLA Vendors Phase 1 Phase 2 Phase 3 Phase 4 Phase 5 Planning Knowledge Transfer Responsibility Transfer Steady State Value Add Reversce Reversce Business Value Addition Project KT Shadow Shadow Shadow as Plan & Planning Onsite SMEs Onsite Offshore Delivery Usual Knowledge Transfer offshore ASM Knowledge Base Technology Environment Environment - Unisys Mainframe, OS2200, USAS TIP, DMS 1100 & FCSS Language - Fortran, Cobol, Assembler level language Interface - OLTP, FTP, SMTP© Hexaware Technologies. All rights reserved. www.hexaware.com

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