Unified operational capabilities
SITA eliminates the burden of managing multiple vendors and provides you with a single point of contact and 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. They seek a single provider to offer end-to-end service management that aligns IT services to their business-critical processes.
The SITA Command Centres (SCCs) support all SITA products and services. They deliver operational excellence and ensure business continuity by pro-actively monitoring applications and network services in real time, providing full end-to-end service management. This best-in-class service combined with tight integration affords real-time visibility and management of all applications and infrastructure through one unified global team.
The SCCs utilize an innovative approach that houses global infrastructure and systems under one roof. 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 who have the knowledge, skills and resources to resolve incidents and provide services, the SCC can proactively offer Level 1 and Level 2 support, while 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, the SCCs are fully integrated with:
- The SITA Service desk - the single point of contact for all operational requirements and the facilitator for all customer communications related to ongoing incidents. The SITAService desk follows ITIL (IT Infrastructure Library) best practices, and many of its specialists are certified by HdI (Help desk Institute).
- SITA's 1,500+ regional service support personnel are integrated with the SCC 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 in the data Centre are integrated with the SCC through a common incident management process and system.
- A dedicated Vendor management team - which manages more than 300 external third-party suppliers globally, providing a single interface between SITA and its providers for all network incidents and changes and includes firsthand network monitoring.
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