Global Managed IT Services for Airport and Airline Systems

First class trouble-shooting

Amsterdam’s Schiphol Airport is one of the fastest growing airports in Europe and is often seen as a front-runner in the implementation of new technologies and services.

Back in 1996 ServiceTec became the prime support contractor for SITA CUTE system maintenance at Schiphol – a contract that has been in ServiceTec’s tenure ever since. One of the key elements in ServiceTec’s delivery is the provision of an integrated call handling system, which streamlines communications between the SITA helpdesk and ServiceTec as well as providing a ready check on the response times of the ServiceTec team for comprehensive system and service delivery analysis.

ServiceTec’s support at Schiphol has extended since 1996 to include the implementation of the world’s first CUSS kiosks, provided for passengers traveling with the KLM airlines group. The task of integrating these kiosks across the airport’s systems was challenging and to ensure that this was successfully achieved within the required timescales, ServiceTec worked closely with the airport and airline project managers. Throughout the planning and integration phase of the rollout, ServiceTec’s responsibilities also included monitoring, administration and distribution of the infrastructure software. As a result, the ServiceTec team was able to meet the airport’s objectives in keeping kiosk downtime to below 30 minutes per day.

In keeping with Schiphol’s leading role in implementing new technology within its airport, a border passage system has been installed. The new border passage system using iris recognition is the most important aspect of Privium, the service program launched simultaneously by Schiphol Group.

The ServiceTec team of technicians at Schiphol was selected by the Schiphol Group to support, maintain and service these new biometric systems. Erik Dekker, Project Manager for Amsterdam Airport Schiphol has been delighted with the services that ServiceTec has provided. “It’s an efficient partnership,” said Erik. “ServiceTec keeps its promises and employs first-class trouble-shooters who pick up problems instantly and sort them out. The strength of the relationship means that even on a tight schedule, the planning works, the communication works and the works gets done.”

About ServiceTec

In the fast paced airport environment, airport authorities, airlines, handling agents, freight forwarders, government authorities and other airport tenants must ensure that their Information Technology systems are running 24 hours a day, seven days a week. Over the past 14 years ServiceTec has developed and refined the expertise to support business and mission critical systems in airports of all sizes and passenger traffic demands.

ServiceTec supports over 50,000 system devices and some 1,000 self service devices at the world’s busiest airports. Operating from bases in North America, Europe and the Far East, ServiceTec’s currently supports systems at San Francisco, Los Angeles, Minneapolis-St. Paul, Washington Dulles, Miami, Orlando, Boston, Philadelphia, Houston, New York, Toronto, Calgary, Heathrow, Schiphol, Manchester and Munich.