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Background
Malaysia Airlines have grown to become Southeast Asia’s largest airline, and one
of the world’s premier international carriers. Flying the most technologically
advanced jetliners in the sky, their vast global network serves over 110 cities
across 6 continents. Headquarters are located in Kuala Lumpur with regional
offices at hubs around the world. These regional offices also have satellite
offices, typically being GSA’s, ticket offices and airport operations offices.
In the UK the regional office is located in the West End of London, at 247
Cromwell Road, with satellite offices at Heathrow Terminal 3, Heathrow Cargo,
Manchester City, Manchester Traffic and Manchester Cargo. The satellite offices
are linked to the regional London Office by managed leased lines from SITA.
Solution
With all of IT strategy and implementation coming from their Head Office in
Kuala Lumpur, Malaysia Airlines in the UK had the following requirements from
the company chosen to support their local IT infrastructure:
- An understanding of an Airline business where all responses and decisions
emanate from the host.
- Knowledge of 3270-type interconnectivity via SITA’s network.
- Access to the restricted areas of BAA Airports.
- On-site Airport support staff to ensure
rapid response.
- Fixed costs regardless of call type or volume.
- Experienced account management to guide future IT strategy
“Prior to the formation of ESP”, comments Darren Richardson, Managing Director
of ESP, “I worked for organisations who specialised in the servicing of IT equipment
belonging to airlines, of which Malaysia Airlines were one. During this period I formed
a trusting relationship with the management of Malaysia Airlines and so it was
a natural progression for ESP to be invited to become their service provider for
the whole of the U.K.”
ESP effectively acts as the IT department for Malaysia Airlines’ UK operation and
our responsibilities include:
- Responding to all support issues whether hardware, software
or communications related at all UK offices.
- Design and implementation of an IT strategy that ensures Malaysia Airlines
utilises emerging technologies and remains ahead of their competition.
- Provision of new hardware, whether client or server-based.
- Installation, troubleshooting and support for other European offices.
- Fixed service level charges, irrespective of the time spent on the contract.
- Network data cabling for the offices and airport locations.
- IT relocation services at the user and entire office level.
- Main point of contact for other IT solutions companies involved with other
aspects of the airline’s operation.
To find out how you can benefit from the ESP experience call 0118 916 9300 now
or send an e-mail to
sales@esp.aero
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