Zurich Airport

Owned and operated by Flughafen Zürich AG, 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. With around 1,700 employees, the company also has stakes in various other airports around the world.

Challenge

Move existing SMAX on-premise implementation to take advantage of all the benefits of a cloud hosted SaaS solution

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 Roland Pfenninger, Team Leader IT Service Management for Zurich Airport, explains: “We wanted 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, it was aging and had limited integration capabilities. 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.

Read More