AS AVIATION DIGITALLY TRANSFORMS ITS TRAVEL PROCESSES AND OPERATIONS, IT NEEDS RESPONSIVE, ‘ALWAYS ON’ TECHNOLOGY SERVICES. THROUGHOUT THE YEAR, THIS REMAINED TOP OF THE AGENDA FOR OUR CUSTOMER SERVICE ORGANIZATION, SITA GLOBAL SERVICES.
SITA Global Services (SGS) is dedicated to optimizing performance and availability, pro-actively resolving problems and assuring business continuity. SGS serves customers 24/7/365 around the clock with a ‘follow the sun’ model and experienced experts across the world.
SITA Global Services’ customer service and support 2022-2023 and onwards: optimizing service performance and availability
Delivering greater efficiencies and service levels for air transport industry customers, and adapting rapidly to new industry demands, as part of the SGS transformation program.
Strengthening partnerships with our customers by raising their voice, and reinforcing our ability to continuously improve in order to consistently meet their expectations.
Expanding service monitoring, event and incident automation, plus effective self-help tools at the airport, driving increased remote management of devices and incident management efficiencies.
The pandemic brought an unprecedented shift in customer expectations towards security, cost efficiency, automation and Software as a Service (SaaS). To address them, SGS continued to execute its long-term transformation, to maintain efficiencies and service levels as the air transport industry recovers and customer business volumes rise.
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.
With a three-to-four year automation strategy, the goal of SGS is to make a step change in customer experience and operational efficiency. Driving towards this goal, deployment of monitoring and automation tools continued, extending coverage throughout SITA’s airport sites.
SGS will also implement the decision taken in 2022 to widely deploy Dynatrace, a software intelligence platform based on Artificial Intelligence and automation. Dynatrace performs monitoring and event management of infrastructure and application software in SITA’s solutions, to bring performance benefits for customers, through additional incident management efficiencies and enhanced database capabilities.
Preparations were made in the year to begin omni-channel virtual agent deployments at SITA’s airport sites, starting in 2023. Working with our automation tools, this offers seamless customer interaction during incident management, becoming increasingly effective as it learns and evolves from covering more operational needs.
To strengthen SITA’s operational resilience, given the speedy recovery in the year, in early 2023 SITA embarked on an assessment of potential operational risks and proactive remediation actions for our major airport sites and application capacity management. These proactive and remediation actions will result in maintaining and improving the availability of critical services for our customers, particularly at peak periods as traffic keeps rising.
SGS continues to play a key role in SITA’s Enterprise Security Improvement Program (see the CEO Report) to transform the SITA Security Operations Centers and security management processes.
A YEAR AT-A-GLANCE:
strong global team of IT service professionals and field engineers ‘on-the-ground’ (338 locations in 116 countries).
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 120+ countries.
SITA Command Centers, in Montreal and Singapore, with follow-the-sun, around-the-clock support of mission-critical operations. Transformation initiatives continue to deploy increased system monitoring and automation to achieve further efficiencies.
A YEAR AT-A-GLANCE:
KEY ACHIEVEMENTS IN THE YEAR
tickets a month successfully processed for incidents, problems, changes and service requests via ServiceNow, the cloud-based software platform adopted by SGS for IT Service Management. The efficiency of SITA support services continues to improve as customer volumes recover.
airport sites around the world have successfully deployed SITA’s Airport Device Management automation to help resolve incidents locally and reduce the need to wait for a field service engineer.
airport sites have integrated SITA Flex with Service Now IT Operational Monitoring (ITOM) to further automate incident management.
airport sites have completed device migrations to Windows 10.
airport sites 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.
of our customers would recommend SITA as a business partner.
for SITA’s Net Promoter Score (NPS) in 2022, a rise from 40.5 for the previous year. Our Customer Service Management remains most valued by our customers. We scored above average increases for business relationship management and understanding business needs. Some 87% of customers who shared a disappointment in 2021 improved their rating in 2022.
A YEAR AT-A-GLANCE:
SERVICE AND SUPPORT MILESTONES IN THE YEAR
enhancements came from our Security Operations Center (SOC) transformation initiative, expanding the center’s capabilities, improving SITA Command Centres, and strengthening incident detection and response processes. Transformation and continuous improvement have driven major, measurable maturity gains across all areas of SOC operations as part of our Enterprise Security Improvement Program.
certification successfully renewed for the fourth year running for the SITA Command Centers.
assessment completed by a third party to support SITA’s drive to progressively improve the ITIL practices throughout the SGS operational organization. 2022 saw a focus on change management improvements and planning further maturity improvement activities.
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.
applied to SITA firewalls to meet SITA’s security policy and to harden airport security.