Marseille Provence Airport – ServiceNav – Case Study

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Marseille Provence Airport deliver diagnostics for IT Directors and Technicians with the help of ServiceNavs ‘IT Weather’ feature.

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Director of Information Systems,  Frédéric Henry and  Project Manager Florette Mugenzi tell us how they use ServiceNav, including its unique ‘IT Weather feature’, to meet their objective: ensuring the availability of key airport systems 24 hours a day, 7 days a week.

Marseille-Provence is a busy airport serving millions of customers every year. “The breadth of our information systems has become increasingly large and complex, we must ensure the operational maintenance of 10,000 items (applications, desktops, terminals, switches, servers and cameras)”. Florette Mugenzi, Project Manager.

 

Marseille-Provence airport, in figures:

  • More than 2 billion euros to the regional economy,
  • More than 8 million passengers a year (# 3 in the provinces)
  • More than 50 000 tonnes of freight (# 1 for express cargo in provinces)
  • More than 5,500 employees
  • 660-hectare site

 

This growth poses a massive challenge to the team who are tasked with anticipating failures and are required to react quickly to meet the agreed service levels for all their customers and users.

“As the airport operates 24/7, we must guarantee the availability of the technical infrastructure. We have a NOC with a night shift supervisor. Faced with broad-source, critical events, the NOC must capture all technical incidents (video, parking, network, application, electricity), analyse and implement remedial procedures.” Frédéric Henry, Director of Marseille Provence Airport Information Systems

IT Weather

 

In 2015 Marseille-Provence airport installed ServiceNav to monitor the current information systems and technical infrastructure of the airport.

Using the ‘IT Weather feature’ feature Henry and his team can provide the statuses of key networks, systems, applications and metrics to give the overall health of all the airports’ services.

“Our goal is to provide the shift leader, and their team, with aggregated IT information that is easy to interpret at first glance and to inform the right teams at the right time with the right information,” explains Henry.

“Our aim is to use the tool to quickly diagnose problems so that we can invoke the correct resolution or escalation. We need to show evidence of our diagnostic activities in a way that is understandable to non-specialists.” Frédéric Henry, Director of Marseille Provence Airport Information Systems

Choosing ServiceNav

 

Over the years Henry and the team had used several monitoring products such as Whatsup Gold®, Microsoft SCOM, BMC Patrol and HP OpenView, to address varying technology requirements. During this time they had faced difficulties both with product maintenance and interoperability.

“In 2014, we decided to undertake a monitoring project. We first defined the feature requirements for all prospective users – support teams, production, shift supervisor, service monitoring, reporting, operations manager and the technical director.” Said Henry.

Following a tender process Henry selected RDI Groups submission, who proposed ServiceNav. “It met our functional expectations with its IT Weather feature ‘single-pane-of-glass’ reporting. What we loved about ServiceNav were its “out-of-the-box” monitoring capabilities, its simplicity and ease of use and its monitoring expansion possibilities.”

“My team has a good handle on the tool and we want to extend the scope of monitoring to all the technologies in our estate, to the user experience and additional applications.”Frédéric Henry, Director of Information Systems

As RDI group were proposing a tool they themselves used in a production environment their experience and expertise with the tool was reassuring to Henry and his team “Nothing gives us more confidence in our support provider than their real-world experience with the product.”

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