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Fraport AG: T-Systems provides IT service management for Frankfurt Airport

Fraport AG decided to hand over IT service management to T-Systems to guarantee high system availability and to enable them to focus entirely on airport operations. They also ended up with better service quality at lower costs.
The outsourcing agreement came as part of the decision to outsource the airport's entire IT landscape to T-Systems. That includes data center and network operations for Frankfurt Airport. Fraport wanted a guarantee that core processes would run smoothly around the clock, from flight and terminal operations to passenger, cargo and transport service. The service management offer also includes systems that are operated by Fraport, such as the PBX system.
By outsourcing IT landscape operations to T-Systems, Fraport can enjoy a reliable end-to-end solution for ITIL v3-compliant service operation. The service even includes effective error resolution. An operation center that monitors the system landscape 24/7 is responsible for system control. A service desk acts as the central point of contact for all inquiries and incidents. The service desk is available via phone, fax and email and forwards all inquiries to the relevant department for 1st, 2nd and 3rd level support. That guarantees up to 100 percent and at least 99.998 percent system availability.
Because T-Systems maintains IT service facilities for several customers, Fraport's operating costs have been reduced considerably. Service quality has also been improved thanks to the ITIL v3 qualification of all employees.

More about Fraport AG customer reference Service Management Outsourcing

  • A leading international player in the airport business with about 20,000 employees
  • Operates Germany's largest airport in Frankfurt/Main
  • With almost 500,000 aircraft operations, 56.4 million passengers and 2.2 million tons of cargo handled annually (2011), the Frankfurt Airport is one of the world's most important air traffic hubs
  • Full-service provider for air traffic, airport retailing and real estate development
  • Active on four continents through holdings and subsidiaries
  • Reduced service management costs and improving service quality
  • The highest degree of availability, guaranteed
  • Handling operation of the outsourced systems for products run by Fraport
  • 24/7 monitoring and error resolution
  • Service management outsourcing of the entire IT landscape with ITIL v3-compliant processes (IT Infrastructure Library Version3)
  • Central operation center for system control and 24/7 proactive monitoring
  • Service desk for direct, fast ticket routing
  • End-to-end monitoring, including error resolution
  • Highest degree of availability possible (example: LAN: up to 100 percent, at least 99.998 percent)
  • Reduced operating costs thanks to shared operation center
  • Increased service quality
  • Ability to focus on core business - airport operations
  • Professional, reliable service management thanks ITIL v3-qualified personnel