Infosys field dispatch services
for Airlines IT

Overview

Airlines operate in highly complex, distributed environments where IT reliability is critical to safety, operational continuity, compliance, and customer experience. Fragmented device ecosystems, multi‑vendor dependencies, and strict airside regulations can lead to inconsistent service levels, delayed issue resolution, and limited visibility. Infosys BPM’s airline digital workplace and field support solution establishes a unified, airline‑owned operating model—integrating global service desk, field and dispatch support, proactive maintenance, and asset lifecycle management under a single governance layer. Powered by ITSM platforms such as ServiceNow, the solution enables real‑time visibility, automated workflows, and standardized processes across global operations. By combining centralized control with localized execution, airlines benefit from faster resolution, stronger SLA adherence, and scalable operations across airports, offices, and remote locations—optimizing cost while improving reliability.

Key stats

~50% Faster incident resolution

97%+ SLA adherence

~38% IT support TCO reduction

300K+ Enterprise users supported

400K+ Endpoints

Solution overview: Unified airline digital workplace

Airlines require a cohesive IT operating model that can adapt to global scale, regulatory constraints, and dynamic demand patterns. Infosys BPM delivers a modular and scalable digital workplace solution that integrates core IT services into a single unified framework.

Modular adoption aligned to airline maturity and priorities
Integrated service pillars: Service desk, field support, proactive maintenance, and asset lifecycle

ServiceNow-led ITSM with automation, real-time dashboards, and workflow orchestration
Centralized governance combined with local, airside-ready engineers

Our core services

Infosys BPM provides end-to-end IT workplace services tailored for airline environments.

Service area	Key capabilities	Airline benefits
Global IT service desk	24x7 support, multilingual L1/L2, SLA-driven resolution	Consistent user experience worldwide
Field and dispatch support	On-side break-fix, IMAC, airside-ready engineers	Rapid onsite resolution at critical locations
Proactive maintenance	Planned health checks, preventive actions	Reduced downtime and fewer incidents
Asset lifecycle management	CMDB accuracy, procure-to-retire support	Better asset control and cost optimization