Sabre Manages SLA Insights with Unifi
If youve ever booked a flight, hotel, cruise, rental car orany other form of travel and leisure service, chances areyouve been using the IT infrastructure and softwaredeveloped and maintained by Sabre Holdings.
Sabre is a technology solutions provider to the global travel and tourism industry. The company delivers a broadrange of technology solutions including data-driven business intelligence, mobile, distribution and Software asa Service solutions used by travel suppliers to enable travel buyers to plan, market, sell, serve and operate theirbusinesses.
In 2013, Sabre technology processed over $120 billion of estimated travel spend and more than 1.1 trillion systemmessages. Headquartered in Southlake, Texas, USA, Sabre employs more than 9,000 people in approximately 60countries around the world.
New Business Processes from Legacy Data
Sabre operates stringent Service Level Agreements (SLAs) with each of their customers, who derive $Billions ofrevenue through the IT infrastructure and software that Sabre delivers. In the event of an incident, as Sabrecalls them, immediate reports must be generated to understand the nature of the issue and the severity of theincident. Issues range from level 5 for scheduled maintenance to level 1 incidents which have visibility at the CEOlevel. These incidents must be captured and reported to business managers via KPI dashboards.
To get an accurate picture of the SLAs and provide business managers theinformation they need to understand the impact, Sabre must consolidatelegacy data with data derived from their new ServiceNow platform.Historically, this has been fraught with technical challenges thatrequired weeks of data management before an accurate picture couldbe derived and often would produce different results depending onwhich analyst was preparing the report.
Cloud-Based Insights with Unifi
Steve Strout, CIO at Sabre, approached Unifi with the businesschallenge. To consolidate and host the data from legacy and newsystems and deliver the product 360 that Sabre required, Unifiinstalled a 22 Node Cloudera environment in AWS. Unifi leveragesHive for the transformation processing engine.
Unifi provides the widest range of native connectors to data sources ofany platform in the industry. The Sabre environment was connected tovarious Sabre systems including: ServiceNow, Oracle, Atlassian JIRA, CA PPMand a number of other flat file structures that Sabre had on file systems.
Data sources ranged from structured CSV formats to unstructured JSON format whichrequired Unifis unique OneParseTM technology to normalize and enable transformation.Data cleansing was required on some of the data sources and the data was enriched withderived attributes to enable analysis.
Unifi creates both Hive and CSV outputs in Hadoop which are then connected directly to the Qlik BItool for analysis. Two separate dashboards within Qlik are created, one for business users that provideshigh level insights on business impact and a second more comprehensive dashboard that delivers the ITdepartment a complete picture of the infrastructure related to the SLAs.
Cutting Months of Integration Down to Size
According to Madhuri Kollu, Manager Data & Analytics, Sabre Holdings, Unifi delivered in two weeks what it wouldhave taken the IT department over six months to produce. As a further demonstration of the value of the Unifisolution, previously spreadsheet-based analysis would often derive different results based on who was creatingthe insight. This lead to confusion and frustration at a business level. Now with Unifi on board insights are createdon standardized dashboards and business users are empowered to proactively address Product 360 insights.
Integrate legacy data with new cloud-based data to providean accurate picture of client SLAs
Deploy Unifi on a private cloud Hadoop environment toseamlessly acquire, enrich, cleanse and format data forviewing on BI tool
Service Level Agreement KPIs are now delivered dynamicallyto BI dashboards
Madhuri Kollu,Manager Data & Analytics,Sabre Holdings