This article, written by René Fourel, Vice President Portfolio, Communications & Infrastructure Solution Line at SITA, first appeared on SITA’s blog on April 14, 2017.

It’s people who drive the air transport industry (ATI) – from specific industry roles such as sales agents, fares analysts, check-in staff and cabin crew to finance and administration. From the perspective of IT, these are all end users, and ATI CIOs are under increasing pressure to enhance their experiences.

“One size fits all” is not an option anymore. Instead, role profiling and delivering the right applications to the right device with the right services is now the norm – both to enhance the user experience and to reduce costs.

IT should just work!

End users think “IT should just work,” but it is very complex in our industry to get the right applications and the right devices to the right people in the right places.

For example, the typical airline has many small offices in remote places. Airline sales agents need to access a reservation system often hosted on a different continent, while local marketing teams need access to local language dictionary applications, and finance teams need to access enterprise resource planning (ERP) systems.

The rise of cloud, mobility, and social media has increased end-user expectations. So IT departments are now expected to offer more options for platforms and devices, and users increasingly want to bring their own devices.  However, this is not easy to manage, especially with the large geographical footprint of the typical airline and the dynamic nature of the industry, with new destinations and mergers.

Constant monitoring is critical

Our customers’ IT departments are also struggling to secure end-user devices and protect access to data.  It’s not easy to ensure 3,000 devices spread over 120 offices in 40 countries are protected by the right security rules and antivirus settings.  With the proliferation of today’s more advanced, targeted attacks, effective network and systems monitoring strategies are critical.

IT departments already have strategies and tools in place to monitor and manage the network and back-end systems in the datacenter, but when it comes to the end user there is sometimes a gap. In fact, according to Forrester, around 74% of end-user incidents are not picked up by existing monitoring systems.

That’s why SITA is now using Nexthink technology to proactively monitor IT infrastructure and end-user endpoints providing enterprise-wide real-time analytics. By integrating Nexthink End-User IT Analytics into our set of end-user computing services, we can identify and resolve problems, often before they impact service delivery. We can also help ensure our customers’ IT systems are secure, reliable and available, around the clock, around the world.

In an increasingly competitive market, cost optimization is another important factor, and SITA’s IT Analytics helps there too.  In addition to preventing costly security breaches and reducing incidents at the service desk, IT Analytics can help to “right-size” decision-making for end user infrastructure deployment and refreshment – from a refresh of a traditional PC environment to air transport applications and virtual desktops from the ATI Cloud.

We see SITA IT Analytics as an important step towards enabling IT to enhance the end user experience for every role in the aviation industry.