CASE STUDY: TUI
October 4, 2019
TUI had to consolidate over 300 ITSM Companies and ensure everything functioned flawlessly without any business disruption.
TUI IS THE WORLD’S LEADING TOURISM GROUP. THE BROAD PORTFOLIO GATHERED UNDER THE GROUP UMBRELLA, CONSISTS OF STRONG TOUR OPERATORS, 1,600 TRAVEL AGENCIES AND LEADING ONLINE PORTALS, SIX AIRLINES WITH AROUND 150 AIRCRAFT, OVER 325 HOTELS WITH 239,000 BEDS, 15 CRUISE LINERS AND MANY INCOMING AGENCIES IN ALL MAJOR HOLIDAY DESTINATIONS AROUND THE GLOBE.
This integrated offering enables TUI
to provide 20 million customers with
an unmatched holiday experience in
180 regions.
A key feature of TUI Group’s corporate culture is a global responsibility for economic, environmental and social sustainability. This is reflected in more
than 20 years of commitment to sustainable tourism.
In 2017 financial year the TUI Group with
a headcount of 67,000 recorded turnover of €18.5 bn and an operating result of €1.002 bn. The TUI Group’s share is listed
on the London Stock Exchange in the FTSE 100 index, in the Quotation Board of the Open Market on the Frankfurt Stock Exchange, and regulated Market of the Hanover Stock Exchange.
Learn more at www.tuigroup.com.
TUI SUCCESSFULLY CONSOLIDATED MULTIPLE ITSM SYSTEMS TO LATEST REMEDY ITSM USING ALDERSTONE CMT
TUI Group had a business requirement to merge an existing BMC Remedy ITSM 8.1 system into their larger ITSM 9.1 Production system. By sharing a common process and data this would result in savings on infrastructure and software licenses as well reducing total cost of ownership.
Upgrading to the latest Remedy ITSM 9.1 would allow them to benefit from
BMC Digital Service Management functionality such as MyIT, SmartIT and
Smart Reporting.
CONSOLIDATION
WHAT IS CONSOLIDATION?
Consolidation is the process of merging one or more BMC Remedy ITSM systems together. All users and integrations of the old Remedy systems will use the new consolidated Remedy system.
WHY CONSOLIDATE?
Reduce hardware and software licencing costs, and remove duplication of effort in managing ITSM across multiple isolated silos of data can realize significant financial benefits for your business.
BUSINESS SCENARIOS
REDUCE MULTI-TENANT ITSM SYSTEMS
Reductions in hardware and software costs and improved operational efficiency are achieved by
merging multi-tenant environments together
to create fewer multi-tenant environments.
MERGING BUSINESSES OR BUSINESS UNITS
When two companies, or business units within the
same company, merge their operations, significant
reductions in costs are achieved by consolidation
of the Remedy systems.
MOVE FROM ON,PREMISE TO CLOUD MULTI,
TENANT SYSTEM
Onboarding a customer from an existing onpremise Remedy system to a multi-tenancy system
managed by a different company is effectively
a consolidation of the two Remedy environments.
TECHNIQUES
MERGE MULTIPLE SYSTEMS INTO A NEW SYSTEM
A new Remedy system is created with the latest version of BMC Remedy ITSM. The new Consolidated system is created with enough
capacity for all of the systems being consolidated,
and with a harmonized baseline data set and a
standard suite of integrations. Each of the systems
have their data migrated into this new
Consolidated system. The user community will
benefit from an upgrade as part of the
consolidation migration.
IMPORT ONE SYSTEM INTO ANOTHER
May be used when attempting to consolidate
a small system with larger existing system, for
example when onboarding an on premise customer
into existing multi-tenant system. The target
system must have enough capacity to absorb
the users and integrations of the old system
THE CHALLENGE
TUI had to consolidate over 300 ITSM Companies and ensure everything functioned flawlessly without any business disruption.
The TUI 8.1 Production system had over
100 ITSM companies to be merged with the 200 companies on the existing BMC Remedy ITSM 9.1 Production environment.
This meant that TUI had to consolidate over 300 ITSM Companies and ensure everything functioned flawlessly without any business disruption.
As experienced users of BMC ITSM, TUI use almost all modules of the ITSM suite and understood the risks to their business if this consolidation was not successful.
After starting the consolidation project TUI identified a number of technical challenges associated with merging multiple Remedy Systems using the
legacy Remedy data migration tools which they were unable to overcome using the legacy Remedy data migration tools,
these included:
POOR PERFORMANCE
Using legacy API tools, it would have taken TUI a minimum of 21 days to perform a one-off data migration of the data and it was essential to the business that TUI migrated all this data. Without the ability to transfer data rapidly TUI would have needed to abandon their data causing significant business & operational impact.
IDENTIFIER CLASHES
In both of the TUI systems, a large proportion of Ticket Numbers, Request IDs and Group IDs clashed with records held in the other system. Merging this data without reconciling these unique keys would result in unrecoverable loss
of data, compromising data integrity,
and security; and ultimately impact the viability of the core Remedy system. Legacy tools are unable to translate these unique identifiers and could not be used for consolidation.
THE SOLUTION
With only 3 months remaining to complete the project TUI discovered Alderstone CMT.
TUI were able to overcome the technical challenges and meet their project deadline. CMT enabled TUI to migrate all of their ITSM data very quickly with no data loss or clashes. This ensured a smooth consolidation, a successful go live and no service impacting issue. TUI were able to realise the following benefits with CMT:
- Upgrade of all ITSM modules directly to BMC ITSM v9.1
- All data transformation performed by CMT
to enable a successful consolidation
- Only taking across customisations that were needed ensuring a clean ITSM system
- Drastically reduced migration time and effort
- No post migration issues after go-live ensuring a smooth transition for the business with no impact on operations
QUICK START
The CMT solution was also easy to install and get up and running with minimal training. This allowed TUI to save time
as well as cost needing only a minimal amount of consultancy from Alderstone. This was key to ensuring the project
was delivered on time and within the allocated budget.
NO CHANGE FREEZE
No data change freeze was required during the upgrade process. However, conventional tools do not support migration of the data from all ITSM modules and require manual migration
of some modules early in the upgrade process. Changes to the data model were not permitted during the project.
Alderstone CMT software was exactly what we needed to ensure a successful project. Additionally, Alderstone were careful to minimise their consultancy costs and ensured we completed the project under budget.
– Ulrich Eggert, Team Coordinator & Senior Consultant, TUI Group
Alderstone CMT was very simple to learn, with an intuitive interface and easy to use. This simplicity allowed me to concentrate on the business requirements and transformations rather than struggling with unfamiliar software.
– Andreas Wagner, Senior Consultant, TUI Group
TECHNICAL Q & A
Advanced successfully upgrades managed service customers to latest Remedy ITSM v9.1 using Alderstone CMT
Capgemini successfully upgrades customer’s BMC Remedy ITSM system using Alderstone CMT