Unified operational capabilities
SITA eliminates the burden of managing multiple vendors and gives you a single point of contact with full support for all SITA networks, applications and solutions.
In a world of fluctuating operational needs and ever-increasing complexities, organizations in the air transport industry (ATI) can no longer tolerate service outages. You need a single provider to offer complete service management that aligns IT services to business-critical processes.
SITA Command Centres (SCCs) support all SITA products and services. They deliver operational excellence and business continuity by constantly monitoring applications and network services in real time, providing full service management. This best-in-class service combined with tight integration gives you real-time visibility and management of all applications and infrastructure through one unified global team.
The SCCs keep global infrastructure and systems under one roof.
SITA SCC capabilities include :
- AIRCOM operations for air-to-ground communications
- Messaging operations
- SITA Data Centre operations
- Airport operations such as CUTE, CUSS, Self Service, and Baggage
- Network operations, including a dedicated voice support team
- Server operations
- Security operations
A single, global team resolving problems and providing services
Staffed with ATI technical experts with the knowledge, skills and resources to resolve incidents and provide services, SCCs offer Level 1 and Level 2 support while also providing service desk functions, managing major incidents, coordinating change implementation and managing third-party vendors. These skills and resources create a self-sufficient support group that can service customers on a 24/7/365 basis.
To harness specialized expertise and provide best-in-class service to customers, SITA SCCs are fully integrated with:
- SITA Service Desk - the single point of contact for all operational requirements and the facilitator for all customer communications related to ongoing incidents; follows IT Infrastructure Library (ITIL) best practices, and many of its specialists are certified by the Help desk Institute (HdI)
- SITA's 1,500+ regional service support personnel are integrated with SITA SCCs through a common incident management process and system
- Orange Business Services - facilitating the interaction with SITA's largest partner to ensure a faster turnaround of all network services and issues
- SITA Data Centres - Level 2 support staff and subject matter experts are integrated with SITA SCCs through a common incident management process and system
- Dedicated vendor management team - manages more than 300 external third-party suppliers globally, providing a single interface between SITA and our providers for all network incidents and changes, includes first-hand network monitoring
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