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

1. Case Study Travel & Transportation
Leading Airline IT/ ASP Service Provider Gains Scalibility through Maintenance
and Support of PSS & Cargo Applications
Customer Profile
One of the leading IT and ASP Service Providers for the airline and aviation industry. The wholly owned subsidiary of the leading airline group covers the
entire range of IT services including hosting, consulting, development, implementation and operations support. The customer has been hosting and
maintaining 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 Scalability
Solution 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
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