Speaker Biograghy: Peter is the IT Business Partner for Airside Operations and Baggage at Heathrow Airport. He is an IT graduate of Loughborough University, with a wealth of multi-sector experience in managing the performance of IT services and projects. He holds the ITIL Managers Certificate (Red Badge) to back up 20 years' experience in implementing and maintaining best-practice service management processes.


Day 3 - 12 March
Session: Passenger Processing: Baggage Handling, Tracking & IDs

10:05 - 10:35 - Integrating airport-wide baggage IT services – our challenges and benefits
Synopsis: Over the past five years, Heathrow Baggage has been on a journey to move towards a common IT service architecture underpinned by the implementation of a cohesive set of ITIL best-practice service management processes. The target was to enable the delivery of quality IT services, closely aligned to the business needs of the baggage operation. This has been achieved by adopting a project approach to a phased rollout, with activity broken down to fit within nighttime maintenance windows. The benefits are real: improving service quality and reducing the TCO of baggage IT infrastructure and applications by approximately 30%.

Audience will learn:

• How did we begin our journey?
• Why choose ITIL? Why choose common IT service architecture?
• Why choose a phased approach? How do you decide what to put in each phase?
• Understand the benefits that we were seeking and what we saw as our key risks
• What did we learn, what could we have done better and what are our next steps?