Case Study

Interlink Software products have aided British Airways in the delivery of...

An accurate representation of service health connecting technology performance to its relative impact on business functionality. In highly shared environments, technology performance can have different impacts across a portfolio of services. More accurate understanding of the business impact of Data Centre services depends on a more nuanced understanding of how services are related to the effectiveness of business functions executed by end-users.

• British Airways’ proactively identify and respond to sources of service degradation dramatically improving its ability to respond to business-impacting incidents, reducing the time and staff devoted to incident management meetings.
• By focusing on service models, which prioritize potential sources of service degradation, British Airways’ support staff are able to support higher levels of change and complexity in its configuration.
• Notably, customer satisfaction has improved as understanding of service impact and prioritisation of service response activities are not solely dependent on the end-user reporting incidents.