In 2009, Virgin Atlantic Airways (VAA) faced significant information and technology problem that reduced customer satisfaction and operations among employees. According to Mark Cameron, the head of IT infrastructure in VAA, the airline lacked an updated and proactive IT system that monitored clients on the plane and employees in their various departments (par 2). The air travel market was very competitive, and VAA desperately needed efficient and effective IT systems that link airport operations, data centers and other contact centers across the world. The system would solve problems relating to business applications thus facilitating quick and effective service to clients and meeting their demands.

The major issue that affected VAA in 2001 was the poor identification and visibility of major IT infrastructure glitches, low client satisfaction, upsurge in service disruptions and finally, the influence on the required IT system availability (Cameron par 4). The visibility of the airplanes’ IT performance was limited because of poor performance data and monitoring systems.

The solution to the IT issue

The first step in solving the IT infrastructure issue was deploying different system managers such as UNIX, Windows and HP Network Node (Cameron par 11). These systems facilitate VAA with a centralized console that monitors all servers, network infrastructure and applications. A system that reports all VAA’s processes were installed to improve performance. The second step and last steps were the improvement and integration of services in VAA (Cameron par 12).

Virgin Atlantic sought the help of Hewlett-Packard (HP), a prominent and effective IT company that develops computer software and hardware (Cameron par 5). Cameron explains that Hewlett-Packard team made various IT improvements in VAA’s IT infrastructure such as an access management platform and increased the IT system performance (par 6). The team of specialized computer software and hardware engineers created a centralized toolset that not only monitors VAA’s global server automatically but also boosts the visibility of the airline’s infrastructure problems (Cameron par 6).

Conclusion

The outcome of the service management system in VAA improved customer satisfaction across the world. Virgin Atlantic experienced a proactive rather than a reactive IT infrastructure monitoring (Cameron par 13). The workflows improved by enhancing productivity and service delivery to all clients. Virgin Atlantic retained their leading position in providing top services and products to clients. The service management enabled VAA’s IT team to interact with both employees and clients, monitor operations and deliver quality services. Virgin Atlantic was able to reduce the number of customers complains through monitoring any infrastructure problems by the integrated IT system that links the airport operations to all data centers and contact centers in all destinations and markets served by the company. The company has attained market leadership position through the implementation of the integrated IT systems that improve the operational efficiency in the airports.