SITA - End to End Service Management

SITA is the world's leading service provider of innovative IT business solutions and communication services to air transport and government customers.  It delivers a comprehensive portfolio of e-commerce solutions to airlines and is a pioneer in the development of new technologies for use in areas such as in-flight passenger communications and transportation security

To further enhance and facilitate the global implementation of SITA's current end to end services, Accord was asked to help create a series of end-to-end service management concepts incorporating relevant SITA portfolio applications and network components. Accord undertook extensive research and analysis to determine the market opportunities and developed a delivery roadmap, aligned to other SITA strategic initiatives.

In close liaison with key SITA staff across Europe and the US, a new draft SLA framework was created and successfully tested with a small number of SITA's key clients. Accord continues to work closely with SITA to finalise the methodology and further refine this new strategy, moving the project forward to implementation.

"We have been very impressed with the Accord consulting team throughout.  The methodology used by the project team has enabled them to quickly assess, understand and address our requirements ensuring that the final deliverable matched our expectation"

Leo Dowling, Director Service Development, SITA Global Services