DEPENDENT ON TECHNOLOGY FOR TRAVEL PROCESSES AND OPERATIONS, THE AIR TRANSPORT INDUSTRY DEMANDS RESPONSIVE, ‘ALWAYS ON’ SERVICES. SITA GLOBAL SERVICES CONTINUES TO OPTIMIZE PERFORMANCE AND AVAILABILITY FOR THE INDUSTRY.
SITA Global Services’ customer service and support during 2021-2022 and into the future: optimizing services for the travel industry in difficult times
Delivering greater efficiencies and service levels for air transport industry customers, and adapting rapidly to new industry demands, as part of the SITA Global Services transformation program.
Providing customers with efficient, agile and cost-effective cloud solutions, with a multi-cloud approach, including SITA Private Cloud, Public and Cloud Edge Platforms at airports.
Enabling more automation for stakeholders at the airport, through the remote management of devices, quick and effective self-help tools, and monitoring of customer services.
Through 2021, the SITA Global Services (SGS) organization’s transformation centered on delivering greater customer efficiency and service levels in an evolved operating environment for the air transport industry, particularly in response to the pandemic.
The transformation has seen the growing capabilities of SGS through its industry-leading Smart Infrastructure Management 2.0 program, along with a focus on rapid ways to adapt and expand its capacity and resources through technology for the benefit of customers. On top of that, SGS is placing operations ownership in a single Global Operations team, for greater control and efficiency.
With airlines, airports and other industry stakeholders wanting to rely less on local services, SGS is successfully delivering more cloud-based services, quick and remote automated services at the airport, and new cost models to suit customer needs.
SGS is playing a critical role in SITA’s transformation program, which includes optimizing SITA’s IT landscape and evolving the company’s enterprise IT security program, as a top priority for the industry. See the SITA Chair statement.
A YEAR AT-A-GLANCE:
strong global team of IT service professionals and field engineers ‘on-the-ground’, 24/7/365.
global customer service and operations organization, managing services for the SITA portfolio.
languages spoken by SITA’s multi-lingual support staff, onsite and remotely.
customers supported by an SGS presence in 380+ locations in 129 countries.
SITA Command Centers, in Montreal and Singapore, with follow-the-sun, around-the-clock support of mission-critical operations. 2020 drive to achieve more efficiencies through automation, including remotely managing airport devices.
A YEAR AT-A-GLANCE:
KEY ACHIEVEMENTS IN THE YEAR
awarded to SITA for its Customer First Feedback customer satisfaction survey in 2021 with one of the world’s busiest international airports, for its Incident Management Score, as the airport renews its contract with SITA.
customer satisfaction score for nearly every touchpoint in 2021 (Customer First Feedback). Scores especially high for customer service management, product and solution performance, and business relationship impact.
across 142 airport sites in the world now benefit from remotely managed devices as part of SITA’s Airport Device Management program, phase 1, with a target of 45,000 devices in total in 2022.
tickets a month success successfully processed for support and service requests via ServiceNow, the cloud-based software platform adopted by SGS for IT Service Management to help automate SITA services. SITA is handling huge volumes for customers, with increasing efficiency.
of SITA’s infrastructure services for customers now run in the cloud, delivering agility, scalability and cost-effectiveness for the global air transport industry.
airports and growing provided with Microsoft’s System Center Configuration Manager (SCCM) deployment for server management, as a way of efficiently and cost-effectively distributing Microsoft and third-party applications to client machines.
A YEAR AT-A-GLANCE:
SERVICE AND SUPPORT MILESTONES IN THE YEAR
enhancements implemented in SITA Command Centers, enabling mature Security Operations Center capabilities (‘SOC 2.0’), plus stronger security for IP access control lists for all airports, and an enhanced security incident response process. All part of SITA’s enterprise security program.
certification successfully renewed for the third year running for the SITA Command Centers.
processes throughout the SGS operational organization continued to be a goal in the year, as a framework for best practices for IT activities and process owners.
of SITA’s SGS staff in its Global Operations team are now ITIL v4 certified, the basis of digital operating models that enable organizations to co-create effective value from their IT-supported products and services.