Royal Caribbean Safeguards the Guest Experience on 34 Ships with Proactive IT Management

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1 CUSTOMER SUCCESS STORY FEBRUARY 2012 Royal Caribbean Safeguards the Guest Experience on 34 Ships with Proactive IT Management CLIENT PROFILE Industry: Hospitality Company: Royal Caribbean Cruises Ltd. Employees: 58,000 Revenue: $6.7 billion BUSINESS Royal Caribbean Cruises Ltd. boasts some of the largest ships in the world. Its 34 cruise ships take guests to more than 260 destinations and provide innovative onboard amenities, such as ice-skating and rock climbing. CHALLENGE Lorem ipsumtouches Technology dolor sit every amet, consectetur element of the adipiscing cruise elit. In id enim diam. experience. With Mauris on-board imperdiet augue datacenters and IP at networks consequat condimentum. underpinning guest services, Aliquam Royal Caribbean erat volutpat. must minimize IT downtime metus. and Maecenas quickly provision lobortis, new dui a applications. SOLUTION Lorem The company ipsum dolor uses asit amet, consectetur number of CA adipiscing Technologies elit. In id enimtodiam. solutions monitor Mauris and imperdietthousands manage augue at of consequat devices andcondimentum. applications. Aliquam The solutions erat volutpat. facilitate problem resolution, metus. root Maecenas cause analysis lobortis, and dui a application development. BENEFIT LoremCaribbean Royal ipsum dolor cansit amet, consecteturitadipiscing safeguard availabilityelit. In id fewer with enim diam. resources Mauris and at aimperdiet lower cost. augue It can at also consequatinnovation facilitate condimentum. to Aliquam the improve eratguest volutpat. experience andmetus. boost Maecenas lobortis, competitive advantage. dui a

2 2 CUSTOMER SUCCESS STORY: ROYAL CARIBBEAN CRUISES LTD FEBRUARY 2012 Business Providing the ultimate cruise experience Royal Caribbean Cruises Ltd. (Royal Caribbean) is the world s second largest cruise company with 34 ships currently in service. Its ships are the largest in the world with the Oasis-class vessels weighing 225,000 tons and carrying 6,000 guests. The company s cruises take in more than 260 destinations from Australia and Alaska to Brazil and Bermuda. Royal Caribbean ships are renowned for their onboard amenities, which include a rock-climbing wall, ice-skating rink, aquapark and boxing ring. Headquartered in Miami, Florida, the company controls more than a quarter of the world s cruise market and operates a number of lines, including Royal Caribbean International, Celebrity Cruises, Azamara Club Cruises, Pullmantur and CDF Croisieres de France, as well as TUI Cruises through a 50 percent joint venture with TUI AG. Its vision is to empower and enable its employees to deliver the best vacation experience to guests, thereby generating superior returns for shareholders and enhancing the well-being of local communities. Challenge Embracing technology to enhance guest satisfaction The consumerization of technology means that our guests have increasingly high expectations. Bill Martin Chief Information Officer, Royal Caribbean Cruises Technology plays an increasingly important role in delivering an exceptional experience for guests. From interactive screens that provide ship maps and restaurant menus to facial recognition software that helps guests find their photos, the innovative use of IT provides Royal Caribbean with a competitive advantage. Royal Caribbean not only uses IT to enhance the onboard experience for guests, but also to improve safety. For example, children under the age of 12 are issued wristbands that enable parents to track their location on the ship at any given moment via an iphone application. As Bill Martin, Chief Information Officer for Royal Caribbean, explains, Our investment in technology has increased dramatically. We no longer talk about technology but about the business services that we want to provide and the speed at which we can provide them. The ability to deliver new applications and services to guests in a short timeframe is both a challenge and a differentiator. Royal Caribbean has a number of legacy systems, which can slow down innovation and prevent it from meeting customer expectations. The consumerization of technology means that our guests have increasingly high expectations. They want to be able to connect to the Internet wirelessly from their smartphones, tablets, laptops and game consoles the second they board the ship and access a range of applications, comments Martin.

3 3 CUSTOMER SUCCESS STORY: ROYAL CARIBBEAN CRUISES LTD FEBRUARY 2012 One guest will invariably have multiple devices, which means more traffic traversing the network. To support wireless connectivity for these devices, as well as on-board entertainment and telephony systems, Royal Caribbean s newer ships include fully converged networks. Once you go digital and run everything over IP, you need to have the right monitoring tools in place so you predict and resolve problems before they even happen, adds Martin. As ships can only connect back to shore via satellite which is very expensive and slow all vessels also have fully functioning independent datacenters. We have dual facilities in different fire zones on each ship to ensure that all critical applications remain highly available, adds Martin. Due to restricted space onboard, we have heavily virtualized and consolidated the server environment to minimize hardware footprint. As a hospitality company and not a technology-focused organization, Royal Caribbean needs to ensure it can support all these technologies without requiring numerous highly skilled experts onboard each ship. As Martin explains, The ability to manage increasingly complex IT infrastructures with as few resources as possible is vital to our ability to exploit new technologies that improve the guest experience. Solution Automated and integrated IT management at sea To simplify IT management both on shore and onboard its ships, Royal Caribbean uses a range of CA Technologies solutions. Martin comments, CA Technologies has been a key partner for many years and will remain so as we update our legacy systems to newer platforms. Royal Caribbean uses: CA Application Performance Management (APM) CA Spectrum Virtual Assurance for Infrastructure Managers CA Client Automation CA CA Project and Portfolio Management (CA PPM). CA APM helps the company safeguard the availability of its online applications and simplifies the development of new systems. As Martin explains, We have introduced about 40 new applications on our largest class of vessel. CA APM helps us identify and resolve potential performance issues both during development and production. We can therefore apply a resolution before the problem causes downtime and disruption for guests.

4 4 CUSTOMER SUCCESS STORY: ROYAL CARIBBEAN CRUISES LTD FEBRUARY 2012 The solution is used alongside CA Spectrum and CA Virtual Assurance for Infrastructure Managers, which help Royal Caribbean manage its on-board network and datacenter devices. Our largest ships feature more than 30,000 IP ports and around 70 production virtual servers. Using the CA Technologies solutions we can monitor these devices across multiple platforms via user-friendly dashboards that instantly alert us to any issues and enable us to drill down to identify the root cause of the problem, comments Martin. Royal Caribbean also uses CA Client Automation to track networked assets and deploy software upgrades remotely to minimize the need for IT staff to travel around the ship and ensure devices remain continuously available. With a massive IT program involving the modernization of legacy applications planned for the next 12 to 18 months, CA PPM is also an important tool for Royal Caribbean. As Martin confirms, Our project portfolio has doubled in size over the last year, and CA PPM plays a vital role in helping us manage these projects in an efficient and effective manner. As well as modernizing its ship systems, Royal Caribbean has plans to leverage private cloud environments and desktop virtualization as part of its shore-side IT infrastructure, which supports around 6,000 staff members. Benefit Improving guest services with highly available innovative technology Technology has become a greater enabler for improving the customer experience. Bill Martin Chief Information Officer, Royal Caribbean Cruises Using CA Technologies solutions enables Royal Caribbean to manage the complex IT infrastructures on board its cruise liners with fewer resources resulting in less downtime and costs. Martin comments, The solutions enable integrated, automated and proactive IT management which reduces the number of problems we experience with our ship systems, thereby improving the services delivered to our guests. Enhanced service assurance and service portfolio management enables the company to: Support innovation and enhance business agility Continuously improve the guest experience Optimize resource utilization and cost control. Thanks to the CA Technologies solutions, technology has become a greater enabler for improving the customer experience and boosting our competitive edge, comments Martin.

5 5 CUSTOMER SUCCESS STORY: ROYAL CARIBBEAN CRUISES LTD FEBRUARY 2012 Connect with CA Technologies at CA Technologies helps customers succeed in a future where every business from apparel to energy is being rewritten by software. With CA software at the center of their IT strategy, organizations can leverage the technology that changes the way we live from the data center to the mobile device. Our software and solutions help our customers thrive in the new application economy by delivering the means to deploy monitor and secure their applications and infrastructure. To learn more about our customer success programs, visit / customer-success. For more information about CA Technologies go to. CA All rights reserved. All trademarks, trade names, service marks and logos referenced herein belong to their respective companies. This document is for your informational purposes only, and does not form any type of warranty. The Customer success story is based on the actual experiences of the user but product descriptions may not reflect uses in all environments so actual results may vary.