SITA Global Services
Limiting risk and increasing profitability
SITA offers 24 / 7 global support for complex, critical IT environments.
- Highly experienced multilingual teams based in over 200 countries dedicated 100% 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 fewer maintenance expenditures and lower administrative costs
Support you can rely onIntegrated customer services across the entire SITA portfolio of products and services. A total of 1,900 SITA customer service staff, providing support in more than 200 countries and territories. Our 24 / 7 service desk can be contacted via two channels:
| SITA service managementReliable and guaranteed levels of service management are essential to your business. This entails not just the right technical solution, but also the right people to ensure stable operations are maintained. |
Best-in-class customer services
SITA's service model is based on the best-practice framework of the IT Infrastructure Library (ITIL), the recognized standard for excellence in operational support. This model 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
All SITA customer service employees, at or above the supervisor level, hold ITIL Foundations Certification, as a minimum.
Facts and figures
SITA performs annual customer surveys to understand customer requirements and drive improvements, our 2009 Customer First Feedback survey shows that:
- 97.57% of SITA customers express overall satisfaction with SITA Service's fault handling
- 97.6% of SITA customers express overall satisfaction with SITA's management of Services
- 95.91% of SITA customers express overall satisfaction with SITA Service availability.
Best in class
One in three SITA employees is customer service staff. Our Customer Service Managers have unparalleled insight into the ATI and its needs. We focus on continuous training and certifications of our experts to ensure their knowledge and skills remain unsurpassed.
We have also adopted and implemented Six Sigma, an additional set of best practices designed to ensure customer satisfaction.
Through our use of 24 / 7 real-time proactive monitoring, and our rich knowledge base, we can identify, react and resolve incidents faster and more accurately, preventing further escalation. Onsite and remote, our experts work to deliver a consistently high level of support worldwide.
These efforts guarantee our service management standards and reinforce our 'zero outage' approach to your IT systems.
