ServiceTec’s ITIL V3 Airport Service Desk and Service Management Solution

Your processes may be complex, but that doesn’t mean your service management solution should be. Every airport is unique, but that doesn’t mean your service management solution should require costly custom development and consulting to support your needs.

Enter Numara FootPrints: an uncomplicated, flexible and cost-effective IT service management solution selected by ServiceTec to meet the existing and future service desk and service management requirements of its existing and new clients.

Using Numara FootPrints as the foundation blocks, ServiceTec is now able to design, develop, implement and support highly customised, expandable and comprehensive airport service desk and service management solutions to the precise specification of its customers. Capable of delivering numerous benefits to airports of all sizes and passenger levels, ServiceTec’s Airport Service Desk and Service Management Solutions help airports drive business success through excellent customer service and reduce resource drain by streamlining and automating operations.

The award-winning, ITIL V3-compatible solution also meets airport needs for fast time to productivity, ease of administration and use, and extensive workflow automation. A 100% web-based application, ServiceTec’s Airport Service Desk and Service Management Solutions provide extensive flexibility for consolidating and automating business processes within and beyond the IT organisation. “This solution enables airports to scale their business with integrated asset lifecycle management,” explained Carl Shallcross, ServiceTec’s Technical Manager. “Our Airport Service Desk and Service Management Solutions allow airports to align compliance requirements with organisational and governmental policies, speed customer problem resolution, provide 24x7 self-service, improve service levels and enhance reporting.”

ServiceTec has already installed this new solution at Schiphol International Airport, where it is initially being used to log, track and manage incidents. ServiceTec’s Airport Service Desk and Service Management Solutions can provide substantial benefits, including:

Eliminate complexity: Airports can now automate and consolidate comprehensive, integrated service management processes, such as internal and external customer service, facilities management, and HR with a single tool.

Remain Flexible: The ability for airports to model business processes, from simple to complex - and configure the solution to meet your unique requirements.

Reduce costs: By replacing complicated, expensive service desk management solutions with ServiceTec’s Airport Service Desk and Service Management Solution, airports can lower their total cost of ownership with inexpensive implementation and simplified maintenance.

Efficient Airport IT Service Management

Ease of use does not come at the expense of flexibility or deep feature sophistication. The ServiceTec Airport Service Desk and Service Management Solution gives you a centralised service management foundation 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, ServiceTec have the flexibility to help airports manage service delivery more efficiently.

ITIL® V3 for the Real World

Crucially, ServiceTec’s Airport Service Desk and Service Management Solution supports the ITIL service lifecycle framework with a wide range of processes and a high degree of Pink Verified process, meeting airport needs for fast time to productivity, ease of use, and extensive workflow automation. Additionally, ServiceTec’s Airport Service Desk and Service Management Solutions are 100% web-based for internal and external support automation - giving airports complete flexibility for consolidating and automating business processes within and beyond the IT organisation without extensive (and expensive) configuration, operational resource requirements and implementation cycles typical of other tools.

“We can now provide a comprehensive and fully customised ITIL V3 conformant managed service solution to the airport and airline industries,” continued Carl Shallcross. “Further investment of time, knowledge and financial support will be made to develop the solution into a considerable extension to our service catalogue, ultimately leading directly to an increased ‘Value of Service’ for our existing and future customers.”