World sporting events

SITA - the passenger and border management technology and know-how behind the world's major sporting events

December 2010

SITA - the passenger management technology and know-how behind the world's major sporting events

Working closely with host cities for over 25 years

Today's major world sporting events depend for their success on the ability of the host country to handle the sudden influx by air of tens of thousands of competitors, team support and equipment, officials and, of course, spectators. It is a testing time for even the largest of airports.

For more than a quarter of a century, SITA has been working alongside host cities to help smooth the path for those involved in global sporting events such as the Olympics and FIFA World Cup.

The 1984 Summer Olympic Games provided SITA's first experience, seeing the introduction of world's first of common use terminal equipment (CUTE) at Los Angeles International Airport, to the airport help cope with the huge numbers of inbound and outbound passengers.

Olympic successes - passenger and border management

The innovations continued. Sydney's 2000 Summer Olympics saw SITA deliver the world's first electronic travel authority visa system - the forerunner to SITA's iBorders border management solutions, which include Advance Passenger Processing and biometrics capabilities.

Next came the arrival of Europe's first common use self-service (CUSS) kiosks for the 2004 Summer Olympic in Athens, followed by further critical passenger facilitation and management solutions for the 2008 Beijing Summer Olympics.

Since then, SITA has worked with cities staging more Olympic events, Formula 1 motor racing and the FIFA World Cup in 2010, as well as the Shanghai World Expo in 2010. Already the company is working with more cities to prepare for future events, such as the 2012 and 2016 Summer Olympics and the 2014 FIFA World Cup.

Doing business with almost every airline and airport in the world has made SITA the natural partner of choice for any world sporting event. As the world's leading specialist in air transport communications and IT solutions, SITA is dedicated solely to meeting the needs of the industry, globally.

Sydney 2000 Games - new 'world class' airport facilities

Held for only the second time in the southern hemisphere, the Sydney Games took place from 16 September to 1 October 2000.

The 27th Olympiad and the 11th Paralympic Games, Sydney 2000, attracted 10,651 athletes from 199 nations.
Added to that, the Games drew several thousand team officials and more than 16,000 accredited media.
The Paralympic Games followed, from 19-29 October, attracted a further 3,846 athletes from 127 countries.

The opportunity provided by the Games saw an investment of AUS$ 2bn on the upgrade of Sydney Airport and the development of world class international and domestic airport facilities.

This included AUS$ 967m on the redevelopment of international and domestic terminals, resulting in efficiency improvements increasing international passenger throughput capacity from 4,560 per hour to over 7,000 per hour.

Also included was AUS$ 162m for the redevelopment of international freight facilities and enhancement to the airport's aprons and taxiways, as well as AUS$ 774m on improved road access and the construction of the Airport Rail Link, the first direct rail link to a capital city rail network in Australia.

From 1 September to 5 October:

Aircraft movements at Sydney Airport totalled 30,604 - an increase of almost 17% over the same period in 1999.
International passenger arrivals were up 22% and international passenger departures were up 14% on 1999 figures.
From 1 September to 1 November 2000, 4.3 million international and domestic passengers moved through Sydney Airport - an average of 30,000 daily.

Smooth entry of passengers - leading border control

Handling that number of visitors over an intensively brief period is a headache for any border control service. But for Australia there was a particular concern. Because of the distances being travelled, it was better for visitors to have all necessary visa clearances before flight departure, rather than dealing with visa and entry irregularities on arrival.

This was the thinking behind the introduction of an electronic travel authority scheme developed by SITA for the Australian Government. As the forerunner of SITA's iBorders border management portfolio, it was put into place to deliver visas instantly, either online or directly via an airline or travel agent.

Since then, it has evolved to create a system of Advance Passenger Processing, or APP, which employs the use of real-time, interactive messaging for an airline to obtain the 'authority to carry' each passenger from each of the governments involved in the passenger's journey.

The challenge had been to create a system for the provision of Advance Passenger Information that would seamlessly interface with existing airline protocols and systems, while also conforming to the policy and political requirements of national governments.

iBorders today - global border management

Sydney's electronic travel authority scheme has been extensively enhanced, with iBorders launched in 1996 in association with the Australian Government's Department of Immigration and Multicultural Affairs (DIMA).

By the time of the Olympics, the system was operational for passengers flying with Air New Zealand, Cathay Pacific, Japan Airlines, Qantas and Singapore Airlines. It catered for 32 nationalities of visitors to Australia, representing 90% of all eligible visas. Now used by 70 airlines, the system is accessible by more than 300,000 travel agents worldwide.

"Sophisticated"

Speaking on 20 September 2000, while Australia was in the midst of handling the Olympics challenge, then Australian Minister for Immigration and Multicultural Affairs, Philip Ruddock said:

"The key to the rapid immigration clearance of Olympic visitors is the sophistication of Australia's electronic border systems and the collection of passenger information prior to travel. These systems allow identification and pre-screening of passengers before arrival. This reduces the immigration clearance time at the border to seconds."

Today, SITA's border management portfolio remains the industry's only full solution to address border issues on the global level.

Core SITA solutions for world sporting events
SITA's portfolio of communications and IT solutions addresses a wide range of needs surrounding the staging of world sporting events, for airlines, airports, GDSs, governments and other customers. Within the portfolio are:
AirportConnect Open. The only common use solution that enables airports, airlines and their handling agents to access their respective IT applications, both proprietary and Common Use in real-time, and using a variety of workstations including PCs, thin-clients, kiosks, PDAs and cell phones.
AirportConnect Kiosk. Enables passengers to check themselves in using single or multiple common use, self-service kiosks. Over 3,300 check-in kiosks by SITA to date, and over 110 million dedicated and CUSS SITA kiosk check-ins a year.
AirportConnect CUTE. Provides airports, airlines and handling agents with access to their own systems from workstations and printers shared by all users. 30,000 CUTE workstations managed by SITA, used by some 285 customers in more than 230 airport locations worldwide.
iBorders. The industry's only full border management solution to address border issues on the global level. It also includes the only operational interactive advance passenger processing (APP) system on the market in iBorders APP, as well as Biographic and biometric capabilities with iBorders BioThenticate. Customizable to host city and country needs, iBorders:
Collects and processes passenger data.
Provides biometric and identity management.
Integrates major border management systems.
The solution includes decision making tools that enable all of the disparate parties involved in the border management process to work collaboratively and make informed, coordinated decisions.

As part of the portfolio - for airlines, alliances, service providers and ground handlers - iBorders Government Gateway offers a range of services that acquire data from Reservations and Departure Control Systems and normalize, check, filter and submit that data in the formats and at the time required by multiple governments, including the US.

Most recently, SITA iBorders BioThenticate has been introduced to verify a person's identity using anatomical characteristics, including finger, hand, face, retina and iris.

CUTE - coping with record departures

On the day after the Closing Ceremony - always a testing time for Olympic city airports - a record 45,500 passengers were processed at the International Terminal, involving the handling of more 40,000 outbound bags, and the movement of over 1,000 flights, including over 216 international flights.

A key factor in the smooth handling of these flights was the introduction of what was at the time the largest SITA CUTE/OS system in the South Pacific, installed as part of the Sydney Airport 2000 expansion. It was approximately twice the size of the next largest in the region, comprising 333 workstations on check-in desks, gates and other common use areas, together with 263 boarding pass printers, 68 bag tag printers and 38 boarding pass printers.

Delivering as expected

In its report on the Business and Economic Benefits of the Sydney 2000 Games, in 2001, Pricewaterhouse Coopers' conclusions were positive:

"Given the broad range of objectives, the Sydney Games were a remarkable success that delivered on the expectations of almost all of their stakeholders, public and private. Strong partnerships and co-operation among the public and private sector organizations involved yielded substantial business and economic benefits to New South Wales and Australia.

"In the long term, the benefits to business generated by the Games - in terms of skills, contacts, international awareness, partnering and investment - may come to be recognized as their most enduring legacy."

For SITA and the air transport community worldwide, the legacy has included the timely introduction of border management capabilities for the world's air transport industry. As iBorders, these capabilities have become critical in the continuing struggle to reconcile the needs of government in a post 9/11 world with the expectations of passengers for a speedy and smooth travel process.

A new international airport for Athens Olympics

When Athens hosted the 28th Summer Olympic Games from 13-29 August 2004, it was the first time since 1896. This event was followed by the 12th Paralympic Games from 17-28 September 2004.

At the main Olympics, 10,625 athletes took part in 301 events, from 201 nations.
They were accompanied by 5,501 team officials and 21,500 accredited media representatives.
At the Paralympics, 3,806 athletes took part from 136 nations.

Key to preparations was the building of a new greenfield airport, to serve as the country's main aviation gateway. The Eleftherios Venizelos International Airport - known as Athens International Airport, or AIA - was born in 2001.

Of 13.7 million passengers recorded for the year in 2004, 506,000 of those were involved with the two events. The majority of those travelled in August, when traffic reached historic records both in terms of aircraft movements (20,589) as well as passengers (1,581,683).

CUSS and CUTE play a major role

For the airport authorities, despite the unprecedented traffic levels in this key period, flight punctuality and check-in queues improved in 2004 over 2003. SITA's CUSS and CUTE applications played a significant part in the achievement.

Average check-in queuing time dropped from 9.5 minutes to 7 minutes, for example.
On the peak departure day, following the closing ceremony, a record 856 aircraft movements and 43,414 passenger departures were handled.
Crucially, 85% of flights left 'on time' (defined as delayed 0-30 minutes) - a figure that was considered exceptional compared to the experience at previous Games.

An industry first for CUSS

In March 2004, SITA was awarded the industry's first compliance certificate for its CUSS self-service kiosk platform, issued by IATA. AIA became the first airport in Europe to implement CUSS, giving the authorities the opportunity to provide standardized self-service check-in environments for every airline operating from the airport.

"CUSS was essential to our strategy for handling the Olympics," recalled Leonidas Daravelis, AIA Director of Information Technology & Telecommunications, at the time.

"We needed to ensure smooth, efficient processes for all those involved - particularly in the trickiest part of any Games - getting people away quickly after the Closing Ceremony.

"Of course, the challenge for any airport is to make processes as efficient as possible, while recognizing the idiosyncrasies, concerns and habits of each individual. Hence the decision to introduce remote self-service check-in sites."

Innovative: Olympic village 'mini-airport'

The airport authority established what was effectively a mini-airport terminal within the Olympic village. This enabled passengers and baggage to be processed up to two days before departure. Similar facilities were provided at major hotels and at the maritime transport hub at Piraeus.

For airlines, there was an added bonus. In many instances bags could be processed and loaded onto planes in advance. This ensured the baggage system was not over-burdened in the critical hours after the closing of the Games. It also meant shorter and fewer queues, and happier passengers.

"We were proud to be the first airport in Europe to implement SITA's new CUSS platform," said Mr Daravelis. "SITA supported us from the day the airport opened and they have worked with us continuously as our needs have changed and requirements evolved."

Airport innovation for passengers

The industry-wide move to web and mobile-based check-in is already resulting in substantial savings for airports and airlines. On top of that, it is saving time and reducing inconvenience for passengers.

Since their success in handling the demands of the Olympic Games, Athens International Airport have sought to maintain the momentum of innovation. In particular, the success of the airport's CUSS strategy prompted a complete rethink of passenger processing, including the adoption of SITA's AirportConnect portfolio.

"AirportConnect CUTE opens up a whole raft of new passenger processing possibilities - RFID, smartcards, GSM connectivity and more, as well as giving us the comprehensive real-time operational analysis capabilities we need to maximize our own profitability," said Mr Daravelis.

Nor is the passion for improvement limited to passenger transport. The airport has installed integrated IT-based communication systems throughout the cargo area - with more flexible procedures and operating hours. Considerable work has been put in through the past two years to deliver fully integrated e-communications across the whole cargo community.

Leading edge IT

Athens International Airport's expertise, much derived from their experience of the Olympics, has been in demand from other airports. As a result, AIA developed a consultancy partnership with SITA that has seen its network engineers working with teams at other airports eager to implement leading-edge IT systems. This work is then being fed back into more innovation in Athens.

There are many aspects to the benefits of any major sporting event - in particular the Olympic Games. With the construction of Athens International Airport, there is no question that the Games provided a dramatic improvement to the country's key air transport gateway.

Beijing Olympics - equipping the world's most advanced airport

The Beijing Olympic Games were held between 8-24 August 2008.

The 29th Olympiad and the 13th Paralympic Games, Beijing 2008, attracted a total of 10,942 athletes.
The athletes came from record 204 nations which competed in 302 events, along with thousands of team officials and more than 24,500 accredited media representatives.
Another 3,951 athletes from 146 nations competed in 472 medal events for the Paralympic Games which followed, from 6-17 September.

Among many other impressive infrastructure works, Beijing doubled its size and capacity. Preparations for the Games included a new link to Beijing Capital International Airport (BCIA), where a new Terminal 3 was designed by architects Foster & Partners and built in just four years.

The Terminal and its accompanying Ground Transportation Centre enclose a floor area of approximately 1.3m square metres, making it the world's largest building and most advanced airport. By 2020, it will accommodate an estimated 50 million passengers a year.

Major CUTE and CUSS deployment

During the Olympic period, SITA played a critical role in helping ensure the smooth movement of people through the airport. Two areas - check-in and IT disaster recovery - were of particular importance.

Becoming fully operational on 26 March 2008, the new BCIA Terminal 3 featured the latest version of SITA's AirportConnect CUTE, installed at 330 check-in counters, as well as 50 CUSS self-service kiosks. Workstations were also installed in back offices.

All told, 700 workstations were ready to support check-in, boarding and transfers for an anticipated 1,900 flights per day following the Olympic Closing Ceremony, compared to the more usual 1,150.

'Smart IT - making Olympic travel stress free'

Gao Lijia, BCIA Deputy General Manager at the time, commented: "There is no doubt that the smart deployment of the latest check-in and self-service solutions will help to make travel to and from the Olympic Games as stress-free as possible for both athletes and spectators.

"SITA is playing a significant role in helping us to manage the large numbers we are expecting over a concentrated period of time."

Airport Support Service Provider of the Year

In the event, SITA's common-use check-in platform handled a new daily record of 260,000 passengers at the airport during the Games. In recognition, SITA was named Airport Support Service Provider of the Year at the 2009 Asia Pacific Frost & Sullivan Aerospace & Defence Awards.

Commenting on the Award at the time, Nor Azman Aziz, Consultant, Aerospace & Defense, Asia Pacific, Frost & Sullivan said:

"SITA has demonstrated excellent performance providing top level services and products for the airport industry. Its offering of technology to increase efficiency, expansion of capabilities in airports globally, and value added services, makes SITA an unbeatable choice for expanding airports in the region."

Secure communications and disaster recovery

Prior to the Games, SITA also completed a major technology upgrade for the country's main GDS provider, Travelsky Technology Ltd. This involved the installation of a managed, business-class network service delivering secure and reliable IP-based Virtual Private Network (IP VPN) solutions.

Other improvements included operational messaging: an airline community network already used by the Star Alliance and others for airline host to host communication.

Wang Ying Chun, Travelsky's Chief Financial Officer, said at the time: "We are working with SITA to ensure that foreign carriers can have the best possible links to their airline reservation systems. We are also setting up a disaster-recovery data centre to ensure reliable back-up support to airlines during the Olympic Games.

"We are not taking any chances. SITA will provide separate WAN connections for this data centre to make sure all network connections with other GDSs and airline carriers can be switched over to the disaster recovery centre in the unlikely event of any failure in the primary data centre."

SITA: airport partnership

The legacy of the Olympics in China is part of the extraordinary progress of economic transformation across the country, as infrastructure in every area of China is being upgraded radically and rapidly.

In 2009, 486.1 million passengers passed through 166 airports in China, an increase of 19.8% over 2008. This followed growth of 16.8% in 2007 and more modest growth of 4.7% in 2008.

BCIA is now the world's third busiest airport. In 2009, the year following the Olympics, passenger numbers surged almost 17% to 65.4m. Success in managing this growth has led to a number of industry awards, including World's Best Airport 2009 from 'Condé Nast Traveler'.

SITA's relationship with the airport has grown into a fully-fledged partnership, with 20 staff based on site to provide round-the-clock support and maintenance, working alongside BCIA staff. In May 2010, on a high profile visit to the country, SITA's Chief Executive Office Francesco Violante signed a new agreement to handle passenger processing for the 55 international airlines flying into BCIA.

Supporting growth at Hangzhou International Airport

SITA is also working closely with many other airports in the country. This included a further major agreement signed in May 2010 in support of Hangzhou International Airport's regional aviation hub in the Yangtze River delta area. A new international terminal was opened in May 2010, with a new domestic terminal opening in 2012.

Airport annual capacity will grow from 15m to 25.6m by 2016. SITA's agreement includes implementation of SITA AirportConnect, the management of more than 75 common use check-in workstations and the departure control system in the international terminal. SITA will also support baggage management, the operational database and an integrated security access system.

South Africa World Cup provides catalyst for major infrastructure upgrade

The first ever World Cup to take place in Africa ran from 11 June-11 July.

The 2010 FIFA World Cup™ in South Africa used 10 stadia in nine host cities across eight of the country's nine provinces. It was always seen by the Government as a catalyst for development - hence the spend of R30bn on transportation, telecoms infrastructure and stadia.
This included R13bn to upgrade the rail network, improve roads and provide a massive facelift to the country's airports.
Overall, over 940,000 non-South African citizens entered the country between 1-29 June, up by 24% on the same period in 2009.

Major SITA programme for check-in and self-service

Playing a crucial part in passenger facilitation and management for the World Cup, SITA provided a US$ 35m programme of check-in and self service kiosk facilities to Airports Company South Africa (ACSA), which operates 10 of the country's airports and handles 98% of South Africa's commercial air traffic.

SITA also agreed with Aviation Coordination Services (ACS), which represents the 75 airlines using South African airports, to provide continued maintenance and operation of the CUTE (Common Use Terminal Equipment) and CUSS (Common Use Self Service) check-in environment.

While SITA previously supplied many of the airport systems in South Africa, both ACSA and ACS took the opportunity to review and upgrade services before 2010. The explicit aim to ensure that the surge of passengers travelling to the World Cup games could be handled with ease.

"Vital preparation"

The contract was signed in September 2009. At the time, Bongani Maseko, Operations Director at ACSA, said: "This is the first time the continent of Africa is hosting this world-class event and in South Africa, as the host country, our airports will be the first and last experience our international visitors will have during the World Cup so it is vital that we are well prepared."

For SITA, Khodr Akil, Regional Vice President, Africa, said: "The airports in South Africa will have to handle up to 78,000 passengers and 260 international flights per day and will also require the capability to respond flexibly to airline schedule demands at peak times.

"Our common use check-in technology, SITA AirportConnect Open, will ensure that all workstations across the country's airports will be available for use by the 75 or so different airlines handling these passengers. It will maximise the use of these resources to ensure smooth passenger management and minimize delays. This shared infrastructure provides the flexibility necessary to respond quickly to individual airline needs."

A first for digital aircraft communications

To support the expected increases in air traffic, SITA also took the opportunity to set up the continent's first VHF Digital Link (VDL) station in Johannesburg. The new ICAO standard VHF Digital Link service provides 10 times more capacity than traditional VHF ACARS.

SITA also added a VDL radio to its Johannesburg VHF station to support airlines flying A380s into South Africa, including Air France and Lufthansa.

Philip Clinch, SITA Vice President, Aircraft Solutions, said: "SITA is very proud of its record of supporting air-ground communications in Africa over the last twenty years. We were pleased to respond to a request from the airlines to install this station so that for the first time the bandwidth-hungry applications in A380s are fully supported when they arrive in South African air space."

Airlines need high-quality real-time voice and data communications with cockpit crew and aircraft systems wherever they are, and must ensure pilots can always communicate with air traffic controllers and airline operations centres.

SITA enables airlines to provide operational information to pilots in real-time and reformats messages to help integrate Aircraft Communications Addressing and Reporting System (ACARS) into the airline's IT environment. Acting as a central communications hub for airlines, SITA facilitates the provision of up-to-date information to pilots in flight, and enables controller-to-pilot take-off and landing exchanges.

Over the last 25 years SITA has deployed a worldwide VHF/VDL network, evolving with ATI requirements, supporting air-to-ground communications, backed up with satellite, which are used by over 220 airlines and over 10,000 aircrafts worldwide.

Securing South Africa's borders during and after World Cup

At Government level, SITA introduced its iBorders portfolio for the Department of Homeland Affairs. This put into place a border management strategy to improved security and make entry into the country easier for travellers. This included SITA's Advance Passenger Processing (APP) solution.

The system, which was implemented in just nine months, enables passengers to be analyzed before arriving in the country. It successfully kept 'undesirables' from entering the country during the tournament, with more than 350 alerts.

More than 1.5 million passengers were processed in June and July of 2010 using SITA's technology. The 350 were subjected to extra examination while more than 60 people were stopped from entering because their names appeared on South Africa's Visa and Entry Stop List or watch lists provided by Interpol and soccer's governing body FIFA.

SITA's solution, iBorders APP, effectively moves the country's borders to the point of departure. It allows airlines and governments to transfer passport details in an interactive and real-time manner enabling instructions to be sent as passengers' check-in, to prevent those who would be denied entry to the country from boarding the aircraft.

Saving millions in processing

As it eliminates fines associated with the transportation of inadmissible travellers, airlines flying to South Africa could expect to save millions of dollars in processing and repatriation fees.

Home Affairs Director General Mkuseli Apleni, said: "We selected SITA's APP solution because it has been successfully used in other parts of the world and it has exceeded our expectations ensuring the smooth arrival of the hundreds of thousands of visitors to South Africa for the FIFA World Cup.

"Because only those who were authorized to enter South Africa boarded the planes we were saved the expense of processing unauthorized visitors. It also allowed us to concentrate our efforts on those suspects, hooligans and others, which posed a real risk to the country, speeding up the entry process for the majority of passengers upon their arrival."

"The results speak for themselves"

SITA CEO, Francesco Violante, said: "We agreed the contract with the South African government for iBorders Advanced Passenger Processing and just nine months later the system went live.

"Now after the World Cup the results speak for themselves. The security of the country, and all the fans, was significantly increased by the intelligent pre-clearance of passengers."

SITA iBorders APP is the only commercially available interactive Advance Passenger Information system in the world (see box). In addition to the benefits it brings to governments, it reduces administration and turnaround costs for airlines and eliminates fines associated with the transportation of incorrectly documented or otherwise inadmissible travellers.

Mr Violante added: "Governments, airlines and passengers all benefit from the interactive and real-time process of APP because security is increased, carriers' costs are reduced and the overwhelming majority of visitors who are legitimate travellers experience smoother, faster processing.

"These benefits can be enjoyed not only during major world events like the World Cup and Olympics but every day of the year."

Long term border benefits

The South Africa government will continue to use the SITA APP system ensuring continued high levels of security and smooth arrivals for visitors to the country.

SITA's APP solution was first introduced in Australia in the late 1990s to handle the visitors attending the 2000 Olympics and is now also used in Bahrain, Kuwait and New Zealand. SITA has also supported development of the USA's APIS Quick Query solution to simplify adoption by airlines. (A separate fuller success story is available for the South Africa borders solution.)

Common use and multi-channel evolution
Since they were first introduced at the Los Angeles Olympic Games in 1984, SITA's common use solutions have proven essential to staging world sporting events. The 2004 Athens Olympic Games underlined the versatility of SITA's common use portfolio in providing airports with the flexibility to maximize their use of valuable space, while also increasing the number of passengers handled within the same footprint. At the same time, airline costs have been reduced through shared operations.

Today, airlines are now continuing to migrate passengers to a multi channel self-service check-in environment away from traditional agent led check-in facilities. SITA is at the forefront of innovations and developments.
According to the 2010 Airline IT Trends Survey, airlines expect the number of passengers processed via agent check-in to fall from 50.7% today to 28.9% by 2013. Priority is being given to deploying Internet/mobile check-in options. The number of airlines with web capability is currently 65%, forecasted to rise to 93% by 2013. Kiosk capability is forecast to rise from 56% to 87% in the same timeframe.
Mobile phone services will also play an increasingly important role in the evolution of self-service technologies, evolving from a passenger communication-focused channel to a more interaction/transaction driven interface with the passenger. Airlines expect just above 12% of passengers using mobile phones to check-in by 2013, up from only 2% today.

A dedicated Command Centre for air travel

With the opening of the first SITA Command Centre, and a second to follow, the air transport industry gained a new global resource to monitor and manage mission-critical systems worldwide, 24x7.

By setting up the world's only Command Centre totally dedicated to the air travel industry, SITA is leading the way in its approach. For airlines, airports and governments deploying passenger and related technology for world sporting events, the approach is of course good news, as it enables proactive monitoring and features the most advanced automation, monitoring and process management tools. Staffed by a co-located and common operations team, the Command Centres will deliver:

Leading-edge facilities for air-to-ground, airport, data centre and network support under one roof.
Centralized incident management based on best-in-class practices, with consolidated visibility of the real-time status of all operations at the network and application level.
Full end-to-end service management capabilities.
Centralized monitoring and delivery management of client commitments, such as Service Level Agreements.