Computer Science-QA1

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The Case Study

 

FlairIT Services Ltd

 
FlairIT Services are an IT service provider to the air industry based in the UK. FlairIT provide the following services to their customers
 
• Scheduling Applications
• Automated Display Boards / Screens
• Automated Ticket / Passport Checks
• Baggage Tracking
• Invoicing (for fuel, landing/parking charges, catering)
• MagLocks (for secure staff only areas) Tracking
• CCTV
 
They currently supply IT services to a number of UK based airports, but still wish to achieve a sustainable competitive advantage over their competitors.
 
FlairIT have realised that the UK airport marketplace is now saturated (i.e. all UK airports have long-term contracts with one or more IT service providers), and that significant growth is not going to come from supplying their existing services to new airports. The opportunity for expansion into the global marketplace (i.e. obtaining new customers from airports in other countries) is limited. Thus they must grow by encouraging their existing customers to renew contracts, for their current services, and to adopt new service provided by FlairIT. To attract new customers, FlairIT must also move into new market sectors. FlairIT has thus adopted a strategy of providing new general services to their existing UK market, with a view to expanding into other industries.
Services currently provided by FlairIT are tailored to the air industry. The new proposed services are not specific to the air industry, but general IT services that can be used in a variety of industries and businesses. They include (but are not limited to)
 
• Web hosting
• Secure online payments
• Finance / payroll applications
• On-site support services
• Disaster recovery services
 
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Related Services

 

Shef Airport

 
Shef Airport is a small international airport, with one main airline operator, which has flights to/from the UK and Europe.
The airport has recently received permission from the Civil Aviation Authority (CAA) to increase both the number of runway slots available for take-off and landing, and the number of gates that can be used for boarding and deplaning. This has resulted in Shef Airport expanding its business by securing two new airlines, and eight new routes, including two transatlantic routes. Shef Airport is hoping to attract more airlines/routes over the next 12 months.
 
It is predicted that this new business will result in a 20% increase in passenger traffic. As a result of this forecast, Shef Airport has expanded its passenger car park, and would like to introduce online pre-payments for car parking.
To retain the new airlines, it is crucial for Shef Airport to ensure that they can provide an efficient and reliable service to these new airlines (and passengers). It is recognised that IT services are crucial to providing the airport services (e.g. ensuring that gate scheduling is accurate, passengers are checked-in and directed to the appropriate gate in a timely fashion, and baggage is not mis-routed). Shef Airport realises that IT is not their core business, and thus relies on FlairIT to provide robust IT services to support their business.
 
Shef Airport currently sources a number of airport specific services from FlairIT Services, including
 
• Scheduling Applications
• Automated Display Boards / Screens
• Automated Ticket / Passport Checks
• Baggage Tracking
 

However, there is concern that the current IT services provided may not be able to cope with the increase in passenger numbers and complexity of the new routes and additional aircraft. Any delay in processing a flight (and its passengers) will have a knock-on effect for other flights and will damage the reputation of Shef Airport in the eyes of the new airlines.
 
As part of the deal for receiving permission to expand, Shef Airport has agreed to be a “stand-by” airport and to receive flights diverted from other UK airports due to weather conditions, aircraft faults. etc. As such, Shef Airport needs to have flexible business and IT systems in order to be able to deal with new flights at short notice.
The increase in business also means that the airport will be operating for longer hours, and the availability of IT services is now of a higher priority.
 
Although ShefAir have been satisfied with the service currently provided by FlairIT, they now feel that a new SLA is required to reflect the new levels of service needed to deal with the increase in air and passenger traffic, and new business requirement.

 
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