SriLankan Airlines improves IT services with globally-acclaimed BMC Remedy Service Desk

SriLankan Airlines, the national airline of Sri Lanka, has selected BMC Remedy Software to implement a comprehensive Information Technology Service Management (ITSM) platform. The decision came after a rigorous competitive review by the award winning carrier with a firm reputation as a global leader in service, comfort, safety, reliability and punctuality.

Launched in 1979, SriLankan is currently expanding and further diversifying its wide range of products and services in order to drive the country’s ongoing boom in tourism and economic development. Since then, SriLankan has been recognised by the industry as an early implementer of technology for the region.

In order to support the significant growth in passenger traffic and cargo operations, SriLankan embarked on a journey to transform its IT environment with ITIL compliant BMC Remedy software that provides businesses with an integrated IT automation and management platform as a single point of contact for their 5,000+ employees to monitor its customers’ critical business needs, and manage the IT systems that support them.

Kamal Nanayakkara, Head of Information Technology for SriLankan, said: “Our goal at SriLankan Airlines is to bring end user satisfaction with unparalleled service and performance levels that will ultimately reflect positively on all our valued customers. BMC Remedy ITSM will help us improve the performance of our IT infrastructure and deliver favourable business impact as well as adjust and scale up to the rapidly growing business volumes.”

BMC’s Remedy Service Desk solution is a modern and intelligent platform that is compliant with the IT Infrastructure Library (ITIL) standards, making it capable of handling asset management, incident management and change requests for both hardware and software infrastructure.

BMC’s single integrated platform provides significant out-of-the-box capability, requiring minimum customisation in order to begin delivering value to the business. This makes it possible for customers like SriLankan Airlines to improve their overall customer service by reducing risk and eliminating costs to continuously maintain the platform.

“SriLankan’s service-desk management team will now be able to proactively identify patterns and prevent incidents beforehand,” Chamara Perera, Senior Manager IT Systems, said. “Also, by taking advantage of the rich features of BMC Remedy, we are now given a system that makes administration of all applications an easy task. And most importantly, we now have a launching pad to move forward with ITIL best practices for governance and service management.”

CyberSoft, a well respected software company is the BMC business partner for Sri Lanka. CyberSoft, along with their alliance partner Column Technologies, a global IT services  company, worked in close partnership with the SriLankan team on the implementation of Remedy and ensured that the company achieves the right business outcomes from the technology and deliver value to SriLankan’s fast growing customer base. The company expects to start realising the benefits and return on investment as early as end of current year.

BMC Software Inc. is a leading software company with annual revenues of USD 2.2 billion for the fiscal year 2012. More than 20,000 IT organisations – from the Global 100 to the smallest businesses – in over 120 countries rely on BMC Software to manage their business services and applications across distributed, mainframe, virtual and cloud environments. With the leading Business Service Management platform and the industry’s broadest choice of IT management solutions, BMC helps customers cut costs, reduce risk and achieve business objectives.

SriLankan Airlines, the National Airline of Sri Lanka, is an award winning carrier. It is the largest international carrier serving the neighbouring Maldives, and has a significant presence in South Asia. SriLankan operates a fleet of 21 modern Airbus aircraft fitted with luxurious flatbed seats in Business Class and the latest inflight entertainment systems.

On average, it carries 3.5 million passengers a year between its Colombo hub and 59 destinations in 33 countries across Asia, Europe, North America, Australia and the Middle East. SriLankan’s fully owned subsidiary, SriLankan Catering, provides world-class meals to all other airlines operating via Colombo, prepared at its state-of-the-art catering facility. For domestic travel, SriLankan maintains its floatplane service – the SriLankan Air Taxi, which has access to 15 destinations across Sri Lanka.