CASE STUDYTUI

TUI had to consolidate over 300 ITSM Companies and ensure everything functioned

flawlessly without any business disruption.

TUI SUCCESSFULLY CONSOLIDATEDMULTIPLE ITSM SYSTEMS TO LATESTREMEDY ITSM USING ALDERSTONE CMTTUI Group had a business requirement to merge an existing BMC Remedy ITSM8.1 system into their larger ITSM 9.1 Production system. By sharing a commonprocess and data this would result in savings on infrastructure and softwarelicenses 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.

TUI is the world’s leading tourismgroup. The broad portfoliogathered under the Groupumbrella, consists of strong touroperators, 1,600 travel agenciesand leading online portals, sixairlines with around 150 aircraft,over 325 hotels with 239,000beds, 15 cruise liners and manyincoming agencies in all majorholiday destinations around theglobe.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 corporateculture is a global responsibility foreconomic, environmental and socialsustainability. This is reflected in more than 20 years of commitment tosustainable tourism.

In 2017 financial year the TUI Group with a headcount of 67,000 recorded turnoverof €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 FTSE100 index, in the Quotation Board of theOpen Market on the Frankfurt StockExchange, and regulated Market of theHanover Stock Exchange.

Learn more at www.tuigroup.com.

95% 50% 66%

DATA MIGRATION

TIME

SYSTEMOWNERSHIP

COSTS

PROJECTDURATION

Consolidation is the process ofmerging one or more BMC RemedyITSM systems together. All usersand integrations of the oldRemedy systems will use the newconsolidated Remedy system.

Reduce hardware and softwarelicencing costs, and removeduplication of effort in managingITSM across multiple isolated silosof data can realize significantfinancial benefits for your business.

WHAT IS CONSOLIDATION?

WHY CONSOLIDATE?

REDUCE MULTI-TENANT ITSM SYSTEMS

Reductions in hardware and software costs andimproved operational efficiency are achieved bymerging multi-tenant environments together to create fewer multi-tenant environments.

MERGING BUSINESSES OR BUSINESS UNITS

When two companies, or business units within thesame company, merge their operations, significantreductions in costs are achieved by consolidationof the Remedy systems.

MOVE FROM ON-PREMISE TO CLOUD MULTI-TENANT SYSTEM

Onboarding a customer from an existing on-premise Remedy system to a multi-tenancy systemmanaged by a different company is effectively a consolidation of the two Remedy environments.

MERGE MULTIPLE SYSTEMS INTO A NEW SYSTEM

A new Remedy system is created with the latestversion of BMC Remedy ITSM. The newConsolidated system is created with enoughcapacity for all of the systems being consolidated,and with a harmonized baseline data set and astandard suite of integrations. Each of the systemshave their data migrated into this newConsolidated system. The user community willbenefit from an upgrade as part of theconsolidation migration.

IMPORT ONE SYSTEM INTO ANOTHER

May be used when attempting to consolidate a small system with larger existing system, forexample when onboarding an on premise customerinto existing multi-tenant system. The targetsystem must have enough capacity to absorb the users and integrations of the old system.

BUSINESS SCENARIOS TECHNIQUES

CONSOLIDATION

THECHALLENGETUI had to consolidate over 300 ITSM Companiesand ensure everythingfunctioned flawlesslywithout any businessdisruption. The TUI 8.1 Production system had over 100 ITSM companies to be merged withthe 200 companies on the existing BMCRemedy ITSM 9.1 Production environment.

This meant that TUI had to consolidateover 300 ITSM Companies and ensureeverything functioned flawlessly withoutany business disruption.

As experienced users of BMC ITSM, TUIuse almost all modules of the ITSM suiteand understood the risks to their businessif this consolidation was not successful.

After starting the consolidation projectTUI identified a number of technicalchallenges associated with mergingmultiple Remedy Systems using the legacy Remedy data migration tools whichthey were unable to overcome using thelegacy Remedy data migration tools, these included:

Using legacy API tools, it would have takenTUI a minimum of 21 days to perform aone-off data migration of the data and itwas essential to the business that TUImigrated all this data. Without the abilityto transfer data rapidly TUI would haveneeded to abandon their data causingsignificant business & operational impact.

In both of the TUI systems, a largeproportion of Ticket Numbers, RequestIDs and Group IDs clashed with recordsheld in the other system. Merging thisdata without reconciling these uniquekeys would result in unrecoverable loss of data, compromising data integrity, and security; and ultimately impact theviability of the core Remedy system.Legacy tools are unable to translate theseunique identifiers and could not be usedfor consolidation.

POOR PERFORMANCE

IDENTIFER CLASHES

THESOLUTIONWith only 3 monthsremaining to complete theproject TUI discoveredAlderstone CMT. TUI were able to overcome the technicalchallenges and meet their project deadline.CMT enabled TUI to migrate all of their ITSMdata very quickly with no data loss or clashes.This ensured a smooth consolidation, asuccessful go live and no service impactingissue. TUI were able to realise the followingbenefits with CMT:

Upgrade of all ITSM modules directly to BMCITSM v9.1

All data transformation performed by CMT to enable a successful consolidation

Only taking across customisations that wereneeded ensuring a clean ITSM system

Drastically reduced migration time and effort

No post migration issues after go-liveensuring a smooth transition for the businesswith no impact on operations

The CMT solution was also easy to installand get up and running with minimaltraining. This allowed TUI to save time as well as cost needing only a minimalamount of consultancy from Alderstone.This was key to ensuring the projectwas delivered on time and within the

allocated budget.

No data change freeze was requiredduring the upgrade process. However,conventional tools do not supportmigration of the data from all ITSMmodules and require manual migration of some modules early in the upgradeprocess. Changes to the data model werenot permitted during the project.

QUICK START

NO CHANGE FREEZE

ALDERSTONE CMT software was exactly what we needed to ensure a successful project.

Additionally, Alderstone were careful to minimisetheir consultancy costs and ensured we completed

the project under budget.

“”Ulrich Eggert, Team Coordinator & Senior Consultant, TUI Group

ALDERSTONE CMT was verysimple to learn, with

an intuitive interface andeasy to use. This simplicityallowed me to concentrate

on the businessrequirements and

transformations rather than struggling with unfamiliar software.

“

”Andreas Wagner, Senior Consultant, TUI Group

WHAT WOULD YOU SAY WASTHE BIGGEST BENEFIT OFUSING CMT FOR YOURCONSOLIDATION?For me the biggest benefits were of coursethe time savings in comparison to BMC’smigration tool. As well as that the ability toreact to changes in data model/structurewas a great benefit, CMT gave us the abilityto map IDs and field content to preventdata collision and inconsistencies. Thoseissues had spoiled our first migrationattempts with BMC default migration tool,with CMT this was no longer an issue.

HOW DID YOU FIND CMT TO USE?Really, I found it very nice, instead ofreading many documents, how to configureand edit manually those BMC XMLmigration files, CMT was kind of self-explaining. It has a very easy to use userinterface and understandable migrationprocess. Any questions I had were quicklydealt with by Alderstone’s team.

WOULD YOU USE CMT AGAIN?Absolutely. CMT did a great job and we atTUI were very happy with the product.

TECHNICAL Q & A

Find out more about howALDERSTONE CMT can helpreduce the cost, complexity andduration of your next Remedy ITSMupgrade or enable you toconsolidate your Remedy systems.

REQUEST A DEMOat: www.alderstone.com/contact

WE'VE BEEN PROVIDINGHIGH-QUALITY SOLUTIONSFOR THE IT SERVICEMANAGEMENT SECTORSINCE 2008.Our product, Alderstone CMT, is the industry-leading data migration tool enabling companies to upgrade, move to the cloud or consolidate BMC Remedy platforms at a fraction of the cost of legacy methods.

We provide consultancy in the following areas:

PROGRAMME MANAGEMENT

PROJECT MANAGEMENT

BMC REMEDY ITSM CONSULTANCY

SYSTEMS INTEGRATION

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