11:11 Systems Case Studies Managed IT Services ensure smooth sailing for Norwegian’s vital reservation system

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	Managed IT Services ensure smooth sailing for Norwegian’s vital reservation system 11:11 Systems

Managed IT Services ensure smooth sailing for Norwegian’s vital reservation system

11:11 Systems

Technology Category	Infrastructure as a Service (IaaS) - Cloud Computing
Applicable Industries	Marine & Shipping
Applicable Functions	Sales & Marketing Business Operation
Services	Cloud Planning, Design & Implementation Services System Integration
Challenge	Norwegian Cruise Line, a leading innovator in cruise travel, needed to ensure the resiliency of its systems and technology to provide exceptional service to guests. The company's reservation system had become more complex due to growth and expanding demands, and they needed a provider with the expertise to run their mission-critical operations. This included managing the NCL.com website, which serves prospective guests, travel agents, and cruise ship officials. The company sought to ensure that disasters, from natural to technical problems, security issues, and other operational snafus, wouldn't disrupt its core reservation system for its fleet of cruise ships. Read More
About Customer	Norwegian Cruise Line is a world leader in Freestyle Cruising, offering more than 250 itineraries and accommodations to suit everyone's taste and budget. The company is headquartered in Miami and operates in the Leisure, Sports & Recreation industry, specifically operating cruise ships. Norwegian Cruise Line has 20,000 employees globally and reported an annual revenue of $2.28 billion in FY2012. The company's Chief Information Officer, Vincent Cirel, understands the critical role that resilient information and data systems play in securing customer satisfaction and business operations. Read More
Solution	Norwegian partnered with 11:11, formerly Sungard AS, to operate, monitor, and protect its systems to ensure high performance and responsiveness. 11:11 provides the highly available and scalable infrastructure Norwegian Cruise Line requires for 24x7x365 operations. They deliver cost-effective systems management, security, and monitoring capabilities for all applications. The key differentiator with 11:11 is flexibility, as well as its rapid response to ever-changing Norwegian requirements. For example, in the fall of 2012, Norwegian confronted the “wave” season – the high booking period of November through March. 11:11 helped Norwegian build in extra resilience to handle the busy reservation time, even providing “boost-able” internet services to address Norwegian’s seasonal needs. Read More Log in to view content
Contents

Technology Category

Infrastructure as a Service (IaaS) - Cloud Computing

Applicable Industries

Marine & Shipping

Applicable Functions

Sales & Marketing

Business Operation

Services

Cloud Planning, Design & Implementation Services

System Integration

Challenge

Norwegian Cruise Line, a leading innovator in cruise travel, needed to ensure the resiliency of its systems and technology to provide exceptional service to guests. The company's reservation system had become more complex due to growth and expanding demands, and they needed a provider with the expertise to run their mission-critical operations. This included managing the NCL.com website, which serves prospective guests, travel agents, and cruise ship officials. The company sought to ensure that disasters, from natural to technical problems, security issues, and other operational snafus, wouldn't disrupt its core reservation system for its fleet of cruise ships.

About Customer

Norwegian Cruise Line is a world leader in Freestyle Cruising, offering more than 250 itineraries and accommodations to suit everyone's taste and budget. The company is headquartered in Miami and operates in the Leisure, Sports & Recreation industry, specifically operating cruise ships. Norwegian Cruise Line has 20,000 employees globally and reported an annual revenue of $2.28 billion in FY2012. The company's Chief Information Officer, Vincent Cirel, understands the critical role that resilient information and data systems play in securing customer satisfaction and business operations.

Solution

Norwegian partnered with 11:11, formerly Sungard AS, to operate, monitor, and protect its systems to ensure high performance and responsiveness. 11:11 provides the highly available and scalable infrastructure Norwegian Cruise Line requires for 24x7x365 operations. They deliver cost-effective systems management, security, and monitoring capabilities for all applications. The key differentiator with 11:11 is flexibility, as well as its rapid response to ever-changing Norwegian requirements. For example, in the fall of 2012, Norwegian confronted the “wave” season – the high booking period of November through March. 11:11 helped Norwegian build in extra resilience to handle the busy reservation time, even providing “boost-able” internet services to address Norwegian’s seasonal needs.

Impact #1	11:11's service approach is built around Norwegian’s requirements, so service levels align with Norwegian business objectives.
Impact #2	With more than a year of managing Norwegian systems, the 11:11 team has developed a deep understanding of their systems and enterprise application architecture.
Impact #3	11:11 is considered a partner, not simply a supplier.

Impact #1

11:11's service approach is built around Norwegian’s requirements, so service levels align with Norwegian business objectives.

Impact #2

With more than a year of managing Norwegian systems, the 11:11 team has developed a deep understanding of their systems and enterprise application architecture.

Impact #3

11:11 is considered a partner, not simply a supplier.

Benefit #1	Norwegian may experience 20-25 smaller IT issues a month that don’t involve customers and, with 11:11 as its IT partner, pre-warning systems mitigate 95-98 percent of the issues with no customer impact.

Benefit #1

Norwegian may experience 20-25 smaller IT issues a month that don’t involve customers and, with 11:11 as its IT partner, pre-warning systems mitigate 95-98 percent of the issues with no customer impact.

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Overview

Managed IT Services ensure smooth sailing for Norwegian’s vital reservation system

Operational Impact

Quantitative Benefit