Global Managed IT Services for Airport and Airline Systems

Across airports and airlines addressing the issues of supporting mission critical systems and infrastructures has never been more essential. Traditionally the responsibility for supporting complex IT services (CUSS kiosks, check-in systems, security systems etc) would be handed over to the service provider, who would in turn either deliver these services via in-house resources, or through partnership with a specialist service provider. The net result is airports and airlines find themselves with an excess of service and support contracts, each independently provided under various terms, conditions and SLAs and with little or no synergy between them.

One of the major concerns voiced by airline and airport IT departments is the need to adapt their maintenance and support requirements, objectives and existing processes to fit with the inflexible service and support models provided by their incumbent partners.  Such a compromise frequently results in airports and airlines contracting for services that they do not require, whilst paying additional fees to obtain the precise levels of service and support that they do. This is often because ‘real life’ usually falls outside the scope of the ‘standard’ service provisions offered by their partners.

Airport and airline processes may be complex, but that does not mean that service management solutions have to be.  Every airport has unique and evolving needs, but the right service management solution does not have to come with high cost development and consulting. A response to change in your business requirements should not mean starting over.

Enter SAMSS
To address these issues and ensure that airports and airlines can obtain the precise levels of support that they require with the flexibility to enhance their service requirements in the future, ServiceTec has introduced SAMSS – ServiceTec’s Airport Managed Service Solution.

SAMSS is an uncomplicated, flexible and cost-effective IT service management solution developed specifically to meet the service desk and service management requirements of airlines and airports of all sizes and passenger levels. Available on a 24/7 basis, capable of delivering numerous benefits, SAMSS allows airports to drive business success through excellent customer service without owning the associated costs and risks.

SAMSS is a multilingual solution that supports, amongst others, English, French, German, Spanish and Japanese, with the addition of new languages being easily achieved to suit all airport and airline business needs.
 
Efficient Airport IT Service Management
Ease of use does not come at the expense of flexibility or feature rich functionality. SAMSS delivers a centralised service management that supports all airport critical service processes, even as needs evolve.  Wherever users are located, whatever languages they speak, and whatever the combination of business processes and functions they require, ServiceTec have the flexibility to help airports manage service delivery more efficiently.

Totally flexible, SAMSS delivers:

• 24×7 call response.
•  Event Management.
•  Incident Management
•  Problem Management.
•  Change Management.
•   Asset and Configuration Management.
•   Reporting.

ITIL® V3 for the Real World
ITIL V3 is the most current version, of what is rapidly becoming the most highly respected and adopted IT service management best practise framework.

Crucially, SAMSS is modelled around the ITIL V3 service lifecycle best practise framework with a wide range of certified processes to support service management. This supports every airports’ need for fast and efficient productivity, ease of use, and extensive workflow automation. Additionally, SAMSS is a 100% web-based solution for internal and external support automation, giving airports complete flexibility for consolidating and automating business processes within and beyond IT services – all available without extensive (and expensive) configuration, operational resource requirements and long implementation lead-times often associated with many solutions.

“We can now provide a comprehensive and fully customised ITIL® V3 conformant managed service solution to the airport and airline industries, ultimately leading directly to an increased ‘Value of Service’ for our existing and future customers,” explained Carl Shallcross, ServiceTec’s Technical Manager.

ITIL V3 lies at the heart of SAMSS, creating an award-winning, conformant service desk solution with the potential for real value add to businesses.

ServiceTec has already implemented a dedicated SAMSS Service Desk manned by highly qualified Service Desk analysts highly experienced in airport and airline support processes. This Service Desk currently supports Amsterdam’s Schiphol International Airport, with London Heathrow and Munich due to come online imminently. SAMSS is delivering end to end Incident Management of the common Use and Transfer Kiosk services. In this implementation, the SAMSS service desk receives incoming Incidents from SITA’s Trillium system via email. Using Web Enabled Hand Held Devices ServiceTec technicians are able to manage service issues including assignment, status update, asset management and closure whilst automated escalation monitoring allows site management to administer open issues in real time.

“SAMSS allows airports to scale their service and support requirements to best achieve their business needs, it also facilitates the introduction from our extensive portfolio new services proven through our on-going partnerships with the world’s largest airports ,” continued Carl Shallcross. “ServiceTec will use their ITIL V3-conformant Service Desk to manage all current services, whilst allowing airports and airlines to implement new services and capabilities either on-going or as a ‘one-off ‘  – such as projects and service transition.”

The Values to business

• Clients only pay for the services that they need and not the ones they do not.
• Services tailored to unique requirements with the flexibility to be extended, modified or enhanced to meet existing and future objectives.
• 24/7 service desk manned by ServiceTec professionals – allowing callers to talk to ServiceTec technicians about ServiceTec services.
• Very high levels of available automation leading to reduction in manual intervention and therefore more streamlined and efficient processes.
• Reduced service downtime leading to higher availability of service.
• Scope for Continual Service Improvement through the Service Desk’s ability to identify changes in use of service or additional training requirements.
• The ability for ServiceTec to advise on investment in spares or additional service assets based on knowledge retention and experience of availability.
• Increased levels of availability through 24/7 365 service.The ability to automate and consolidate comprehensive, integrated service management processes, such as internal and external customer service, facilities management, and HR within a single solution.
• The ability to model business processes, from the simple to the complex – and have a solution that meets unique requirements.
• Remove the cost and risk associated with complicated, expensive service management solutions that never quite ‘fit the bill’.
• Lower total cost of ownership with inexpensive implementation and simplified maintenance.

 
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 15 years ServiceTec has developed and refined the expertise to support business and mission critical systems in airports of all sizes and passenger traffic demands. With over 2 million hours experience, ServiceTec continues to set the standards against which other support companies are measured.

Delivering the full range of managed IT services, ServiceTec supports well in excess of 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 currently supports systems at San Francisco, Minneapolis-St. Paul, Raleigh Durham, New York, Oakland, Heathrow, Schiphol, Manchester and Munich.

Jeremy Biggs
Marketing Consultant
ServiceTec

T: 07887 928785
E: jeremybiggs@servicetec.com