Incident Management automation at Sheremetyevo International Airport

Sheremetyevo is the busiest Russian airport by scheduled international passenger traffic. Maintaining high quality of services at Sheremetyevo requires flawless operation of all the airport's IT systems.

The Service Desk project was launched pretty much from scratch in November 2008.

Asteros managed full project cycle which included the following:

  • Identification and diagnostics of trouble areas in IT service operations
  • Development of incident management guidelines and instructions
  • Deployment of BMC Remedy Action Request System
  • Development of shift work optimization and other algorithms

Incident management automation helped Sheremetyevo to improve quality of IT services and reduce IT infrastructure maintenance costs.

Project results:

  • A new system for Sheremetyevo IT management team supporting 150+ users
  • Three-level support system

Five of the airport's IT service management processes scheduled for automation in near future.

Sheremetyevo IT service department handles 95,000 user requests per year on average. New solution helped us improve incident management and efficiency of support services. Incident logging, troubleshooting and maintenance request handling processes became more transparent, and we will be able to reduce incident management costs by expanding competence set and improving employee performance.

Igor Khokhlov, IT Director, Sheremetyevo International Airport

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