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At WAISL, the IT infrastructure forms the foundation of day-to-day airport operations, supporting complex, high-availability environments where downtime is not an option. The organization runs a large, distributed IT ecosystem that includes:
This infrastructure supports critical airport systems such as Common Use Passenger Processing System (CUPPS), which enables airlines to share common check-in and boarding infrastructure; CCTV surveillance systems for airport-wide security monitoring; and Airport Operational Database (AODB) servers, which act as the central nervous system for real-time flight operations and resource coordination. These systems require round-the-clock monitoring, rapid incident response, and operational continuity, any outage can stall the airport operations completely leading to a downstream impact on business operations and service delivery. This makes uninterrupted uptime a top priority for the IT team.
As discussed earlier, IT systems are central to airport operations, and even a minor disruption can have a cascading impact across passenger processing, flight schedules, and overall airport efficiency. Managing uptime in such a mission-critical environment leaves no room for error. In a conversation with Vikas Yadav, IT adminstrator at WAISL, he shared the challenges of monitoring a vast and highly critical IT ecosystem:
Given the criticality of these systems, the IT team operates under stringent accuracy and availability requirements. Their primary objectives are to maintain 99.99% SLA compliance and significantly reduce P1 and P2 incidents, while managing thousands of devices across data centers and airport locations. Previously, the team relied on BMC Remedy for ticketing, but the solution was slow and limited their ability to respond quickly to incidents. WAISL needed a comprehensive, integrated platform that could unify IT infrastructure monitoring with service desk capabilities, deliver clear and actionable reports, and help the team respond faster to incidents before they escalated into outages.
WAISL evaluated multiple solutions before choosing ManageEngine OpManager as a unified platform to monitor its large and distributed airport IT environment. The decision was driven by a combination of factors such as cost-effectiveness, responsive support, and rich features available in OpManager.
With OpManager, the IT team gained access to intuitive, real-time dashboards that provided a clear view of network and infrastructure health across data centers and airport locations. With the Notification Profile feature, the IT team was able to receive timely and proactive notifications on issues which helped them respond before they impacted critical services.
The organization operates across three major airport locations—Delhi, Hyderabad, and Goa—each with hundreds of critical network devices supporting passenger operations, security systems, and airport infrastructure. To handle this scale and complexity, the team deployed a total of six monitoring probes and one central server.
Each probe monitors approximately 500 devices, ensuring a balanced load distribution. All six probes report to one central server, giving the IT team a single, unified view of the entire airport network. When an issue is detected, OpManager automatically generates alerts and notifies the on-site technician at the respective airport location who acts on the issue to resolve it.
The IT team primarily uses OpManager for comprehensive server and network monitoring, ensuring continuous availability of systems that are critical to airport operations. Given the operational sensitivity of airport environments, the team has carefully tuned monitoring policies based on the criticality of systems and devices.
For mission-critical servers such as AODB and CUPPS, the team configured aggressive monitoring intervals of 2 minutes. This allows them to detect performance issues or service disruptions almost immediately and take corrective action before passenger operations are affected.
For non-critical servers, the monitoring interval is set to 5 minutes, helping the team maintain visibility while optimizing monitoring load and resource usage. For security and surveillance environments, WAISL leveraged OpManager’s Lite Device License, which is designed specifically for availability-only monitoring. Since CCTV systems primarily need to be monitored for uptime and accessibility, rather than detailed performance metrics, this licensing model was a natural fit. Together, these capabilities helped WAISL simplify operations, improve responsiveness, and maintain high availability across mission-critical airport systems.
The team also actively uses OpManager’s Network Configuration Management (NCM) module to maintain configuration integrity across network devices. NCM automates the backup of device configurations, ensuring that the latest working configurations are always available for recovery.
Any changes made to existing configurations are automatically detected and highlighted using an intuitive, color-coded configuration comparison view, making it easy for administrators to quickly identify what has changed and validate whether the modification is authorized.
By switching to OpManager, WAISL was able to achieve their business outcomes by aligning their IT performance with the business objectives. The results given below shows the impact achieved.
The IT team’s primary objective is to minimize device downtime and resolve incidents as quickly as possible to ensure uninterrupted airport operations. To support this goal, they integrated OpManager with ServiceDesk Plus Cloud, enabling a seamless flow from fault detection to incident resolution. Devices are grouped in OpManager based on each airport location—Delhi, Hyderabad, and Goa—and location-specific notification profiles are configured for every group. Whenever a threshold is breached, such as high CPU utilization, abnormal resource usage, or a device going down, OpManager immediately triggers an alert and automatically creates a ticket in ServiceDesk Plus Cloud.
These tickets are then assigned to the appropriate on-site technician, ensuring issues are addressed locally and without delay. This automated workflow eliminates manual intervention, reduces response times, and enabled them achieving an impressive 99.99% SLA across all airport locations.
With OpManager’s centralized visibility and real-time alerting, the IT team gained complete control over network operations across all airport locations from a single console. Instead of reacting to user-reported issues, the team now proactively identifies performance degradation and device failures as soon as they occur. In addition to real-time monitoring, the team has integrated OpManager with Analytics Plus to enable advanced reporting and trend analysis. Through this integration, they gain clear insights into device availability, uptime patterns, and long-term performance trends across both servers and network devices.
This enhanced visibility allows the team to continuously track SLA compliance and ensure that availability targets are consistently met. As a result of improved visibility, proactive alerts, and faster resolution, the organization was able to significantly cut downtime-related losses, leading to cost savings of approximately USD 160,000.
ManageEngine OpManager is a powerful network monitoring software that provides deep visibility into the performance of your routers, switches, firewalls, load balancers, wireless LAN controllers, servers, VMs, printers, and storage devices across a geographically distributed network. It is an easy-to-use and affordable network monitoring solution that empowers you to drill down to the root cause of an issue and eliminate problems quickly.