SITA Global Services
Limiting risk and increasing profitability
SITA offers you 24x7 global support for complex, critical information technology (IT) environments. Take a look at some of the benefits:
- Highly experienced multilingual teams based in over 200 countries, dedicated to the air transport industry (ATI)
- State-of-the-art operational and monitoring systems, supported by a single integrated incident, change and asset management system
- Simplified and integrated delivery model
- Enhanced operational reliability and efficiency
- Streamlined communications through a single point of contact
- Lower total cost of ownership (TCO) through lower maintenance and administrative costs
Support you can rely onNo fewer than 2,200 SITA customer service staff provide integrated customer support in more than 200 countries and territories across the entire SITA portfolio of products and services. You can contact our 24x7 service desk in two ways:
| SITA service managementWe know that reliable and guaranteed levels of service management are essential to your business. This means you not only need the right technical solution, but also the right people to ensure stable operations are maintained at all times. |
Best-in-class customer services
We base our service model on the best-practice framework of the IT Infrastructure Library (ITIL) - the recognized standard for excellence in operational support - and this enables us to deliver best-in-class customer service, utilizing both centralized and local resources.
Don't take our word for it - hear what our customers have to say...
At SITA all of our customer service team, at the supervisor level or above, hold ITIL Foundations Certification as a minimum.
2010 Facts and figures
Because we want to understand customer requirements and drive improvements, we perform annual customer surveys. For example, our 2009 Customer First Feedback survey revealed that:
- 98.4% of SITA customers were satisfied overall with SITA Service's incident handling
- 98.4% of SITA customers were satisfied overall with SITA's management of Services
- 97.15% of SITA customers were satisfied overall with SITA Service availability.
Best in class
At least one-in-three SITA employees work in Customer Service, and our Customer Service Managers have unparalleled insight into the needs of the ATI. What's more, we focus on continual training and certifications to ensure their knowledge and skills remain unsurpassed.
Plus, we've implemented Six Sigma, an additional set of best practices designed to improve customer satisfaction further.
Proactive monitoring
Thanks to our 24x7 real-time monitoring, and our rich knowledge base, we can identify and resolve incidents faster and more accurately, preventing things ever getting out of hand.
And whether we're working onsite or remotely, our experts work round-the-clock to deliver a consistently high level of support worldwide.
It all goes to guarantee our service management standards and reinforce our 'zero outage' approach to your IT systems.
