Modernizing SAP Operations for a Leading Southeast Asian Airline
Industry: Aviation and Transport
Business End Users: 1,300+
Team Deployed: 18 FTEs for ERP Support
Overview:
A national carrier and one of Asia’s oldest airlines, operates both domestic and international flights connecting major cities across Asia, the Middle East, North America, Australia, and Europe. With over 1,300 business end users relying on a multi-module SAP S4 HANA landscape, the airline engaged with Diligent Global to provide full application managed services and stabilise the platform following the hyper care phase.
Challenges:
- Platform instability post-hyper care: The airline required dedicated stabilization support following the S4 HANA go-live, with triage and monitoring needed to bring the solution to a stable operational baseline.
- Multi-level support across a complex SAP landscape: The environment spanned S4 HANA, SD, FICO, ABAP, FIORI, MM, CPI, Basis, Analytics (SAC), VIM, and Ariba, requiring comprehensive Level 1.5 through Level 3 coverage across a wide range of modules.
- Round-the-clock P1 incident protection: As a national airline running continuous operations, PAL needed 24x7x365 on-call support to protect critical business processes at every hour.
- Ongoing change and improvement delivery: Beyond break-fix support, the airline required structured Enhancements, Change Requests, Problem Management, Change Management, and SAP Training to keep the platform evolving with the business.
Solutions:
- Triage and monitoring (Level 1.5): Continuous monitoring and first-line triage was established to detect, classify, and route incidents rapidly, reducing solution times and preventing escalation.
- Supportive and preventive maintenance (Level 2): Proactive and reactive Level 2 maintenance was delivered to keep the SAP landscape stable and prevent recurring issues from surfacing.
- Corrective maintenance (Level 3): Deep corrective maintenance was provided for complex technical issues requiring ABAP, Basis, and module-level interventions across the full SAP stack.
- Enhancements, CRs, and problem management: A structured pipeline of enhancements, change requests, and problem management was maintained to drive continuous improvement across the platform.
- 24x7x365 P1 on-call support: Always-on critical incident coverage was established, ensuring the airline’s operations were protected at every hour of the day and night.
- SAP Training: SAP training was delivered to the airline’s business users, strengthening internal capability and reducing avoidable incident volumes over time.
Results:
- Solution stabilised post-hyper care: The SAP S4 HANA platform was stabilised following go-live, with triage and monitoring establishing a reliable operational baseline, directly acknowledged by the airline’s CIO.
- 1,300+ users supported across a full module landscape: All 1,300+ airlines’ business end users received continuous AMS coverage across S4 HANA, SD, FICO, ABAP, FIORI, MM, CPI, Basis, SAC, VIM, and Ariba.
- 24x7x365 P1 coverage maintained: Round-the-clock critical incident support was delivered without gaps, protecting the airlines’ non-stop operations at all times.
- Enhancements, CRs, and training delivered: Alongside steady-state support, a continuous pipeline of enhancements, change requests, and user training was delivered, keeping the platform aligned to business needs.
Summary:
For an airline that never stops flying, the ERP platform that runs the business must be equally reliable. Diligent Global stabilised the airlines’ SAP S4 HANA solution post-hyper care and built the full-spectrum AMS capability the airline needed to operate with confidence.
“Diligent helped to stabilise the solution post-hypercare”
– CIO of the Airline.
SAP Skills & Coverage: S4 HANA, SD, ABAP, FIORI, MM, CPI, Basis, Analytics (SAC), VIM, Ariba.
Engagement At a Glance: 18 FTEs | 1,300+ Users | 24x7x365 P1 | L1.5 – L 3+ Training.
Ready to transform your IT operations with Diligent Global’s TransOps?
Email us at info@diligentglobal.com to explore how we can tailor our solutions to meet your business needs and drive significant value.