Airline empowers business users and enhances customer service with BMC
BANGKOK -- (Business Wire)
The reputation of Thai Airways International Public Company Limited
(THAI), the national carrier of the Kingdom of Thailand, is unsurpassed
in the airline industry. Famous for its ability to both retain customers
and attract new ones, THAI drives a culture of rapid innovation, agility
and operational efficiency in the face of fluctuating market conditions
and changing passenger preferences. The company has been a tremendous
success in an industry filled with many challenges, posting continued
To capitalize on significant new market opportunities, the carrier
decided to consolidate and streamline the management of its business
processes onto a company-wide private cloud. To achieve this, THAI added
the BMC Cloud
Lifecycle Management product to its already extensive portfolio of
solutions from BMC Software (NASDAQ: BMC).
“THAI realized a cloud-based solution could deliver the speed that the
business needed without sacrificing the governance and efficiency that
the IT group depended upon,” said Mr. Saroj Yuttatri, THAI Vice
President of Information Technology Services Department. “We worked
closely with BMC Consulting Services, which developed an installation
and configuration blueprint that led to BMC Cloud Lifecycle Management
being fully deployed in our test, development and production
THAI has more than 24,000 employees and a fleet of nearly 100 aircraft
deployed around the world to serve the needs of millions of flying
customers each year. Agility – from the individual employee all the way
to the entire business – is key to success in the rapidly evolving
business of commercial flight.
To enable this culture, the airline has made significant investments in
leading-edge information technologies to streamline and manage its
operations. THAI had a robust and reliable IT infrastructure, but its
largely manual server and business service provisioning process
introduced roadblocks for business users who wanted to quickly roll out
new applications to better serve customers. The airline’s IT department
realized that cloud computing offered the opportunity for even greater
reform that would more tightly integrate IT processes with business
service priorities, which were themselves shaped by an overarching
desire to continue to delight customers.
In August 2012, the airline went live with a state-of-the-art cloud
computing system, allowing key business personnel to automatically dial
up computer power, storage and business services necessary to stay ahead
of the game. As a result of adopting the BMC Cloud Lifecycle Management
solution, THAI achieved the following benefits:
Business solutions that might have taken weeks to provision are now up
and running 85 percent faster than before.
With transparent access to the service level catalogue and a granular
understanding of the costs associated with information technology, the
business users are now in the driver’s seat.
IT administrators have confidence that proper governance processes are
being observed and that the BMC solution automatically manages the
day-to-day management of patches, upgrades and maintenance required by
the newly deployed solution.
IT professionals who were previously spending much of their time
manually provisioning servers and business services have been
redeployed to more strategic IT activities.
“The business benefits are clear; instead of waiting two, three or four
weeks, business users can go into the portal, select the marketing
service they want, provision the number of servers and storage systems
they need and then share the user IDs of people who will have access to
the system. As a result they get a faster go-to-market in a competitive
situation,” said Ms. Wannikar Chuanpraphan, THAI department manager for
Systems and Network Technical Support.
Ultimately, THAI will provide wide access to the platform, allowing
authorized business executives to increase the computing power and
services they deem necessary to maintain and grow the airline’s
THAI is now embarking on the second phase of its deployment of the Cloud
Lifecycle Management solution, which will leverage the BMC Cloud
Operations Management tools to provide business users provisioning
services with a view of what servers, storage and systems are available
ahead of time. This will help avoid situations where a business user
attempts to provision a service only to receive an error message noting
that, for example, the appropriate levels of storage are not currently
This functionality is expected to be rolled out in early 2013, again
putting the power in the hands of business users and ultimately
enhancing customer service.
BMC Consulting Services worked with local reseller and systems
integrator, Songkhla Finishing, to implement the BMC Cloud Lifecycle
Management solution at THAI.
BMC Software has delivered a complete solution with integrated product
modules that include:
For more information on THAI’s implementation of the BMC Cloud Lifecycle
Management solution, please:
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Source: BMC Software, Inc.
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