Jet Infosystems upgrades IT incident management at Sheremetyevo Airport


Moscow. Sheremetyevo airport and Jet Infosystems have introduced a BMC Remedy Suite system for IT incident management. This solution controls and accelerates incident detection and service request processing across all IT systems at the airport.

Sheremetyevo handles over 26 million passengers a year and ranks among the largest airports in Russia and Eastern Europe. The facility can ill afford any IT system downtime, so any incidents must be promptly addressed by an appropriate expert. An integrated and convenient solution such as BMC Remedy is therefore needed to ensure automatic incident management throughout the IT infrastructure. The contract to deploy the system was awarded to Jet Infosystems, a company with more than a decade of experience in BMC-based sophisticated projects.

At the preliminary stage Jet Infosystems in consultation with the client streamlined the IT service catalog, organized data for the Active Directory catalog service and optimized the existing request routing mechanism.

The new system was customized as required. For instance, in contrast to common practice, hardware could not be “linked” to specific staff members because of personnel mobility on airport grounds. Instead, the airport was conveniently divided in zones identified with certain staff groups. The system employs the user’s name to automatically identify the zone of the incident and send the request to the appropriate service and support team.

“Since request registration and processing are now more transparent, incidents can be addressed faster. The system also provides an opportunity to analyze failure statistics, detect trends and take preventive measures. The new platform provides solid support to the IT infrastructure of a major hub such as Sheremetyevo and helps maintain a high quality of service to airport IT users. In the final analysis this translates into better experience for passengers, airlines and companies that operate in Sheremetyevo,” says Kirill Kulikov, deputy IT director at Sheremetyevo International Airport.

“This project was particularly noteworthy because a sophisticated automation system was deployed over a short time. In cooperation with Sheremetyevo colleagues we managed to complete the job in 4 months including the preliminary review and pilot operation stages. The new made-to-measure system adds a wealth of new opportunities to improve the quality of IT services and make life more comfortable for passengers and Sheremetyevo partners,” - says Aleksey Nikolaev, head of management systems department at Jet Infosystems.

After deployment and setup Jet Infosystems provided training for technical support administrators and users of the system that is currently in full operation.

Sheremetyevo International Airport was recognized as the best airport in Europe in terms of customer satisfaction in 2012 by Airports Council International based on the regular Airport Service Quality survey. Sheremetyevo is the largest airport in Russia for scheduled international flights. It is used by members of the three largest airline alliances: SkyTeam (Air France, KLM, Delta, CSA CzechAirlines, Alitalia, China Southern Airlines, Korean Air and others), Star Alliance (SAS, Air China, LOT , Adria Airways and others); Oneworld (Finnair). In 2012 Sheremetyevo handled 26 million188 thousand passengers, or 16.1% more than in 2011.