Press Room
Letchworth, UK – 12th May 2015 – ServiceTec would like to congratulate Chris Speakman at Manchester Airport (MAN) who recently received his Ten Year Service Award. The Service Awards were designed to reward loyal employees for ten years of continued service and dedication to their roles. Chris was awarded with a certificate from Director of Global Operations, Richard Moody along with a Swiss made Hamilton Pilots watch.
At ServiceTec we understand that our people are what make us unique. We are very proud to have so many of the team having served 10 years or more - a fact that further demonstrates our position as a genuine world class supplier of support for IT systems at airports around the world.
About ServiceTec:
ServiceTec specializes exclusively in the provision of Managed IT Services to the world's airport and airline industries, and has been doing so since 1989. ServiceTec operates globally, with headquarters in the UK and the USA, and offices in Canada, Germany, The Netherlands and Japan. Other airports served include Denver, JFK, Minneapolis-St. Paul, Nashville, Oakland, San Diego, San Francisco, Amsterdam, Heathrow and Munich.
Please visit www.servicetec.com
Reston, Virginia – 17th March, 2015 – ServiceTec International, Inc. (ServiceTec) announced today that it has been selected to provide additional Information Technical Support Services for Greater Orlando Aviation Authority (GOAA) at Orlando International Airport (MCO) as part of an Information Technology Consulting Services Agreement GOAA has with Faith Group, LLC. These services include support of the IT Service Center Help Desk and technical support. Day-to-day responsibilities will include Help Desk telephone support, remote support for desktop computers, printers, and peripherals, first level troubleshooting of reported problems with equipment and escalation of reported problems to other IT groups.
“We are delighted to have this additional opportunity to provide our airport IT expertise and support services to Greater Orlando Aviation Authority and Orlando International Airport as part of our ongoing agreement with Faith Group and the airport,” said Lynne Harrison, Executive Vice President of ServiceTec. “As the world’s leading independent provider of managed Information Technology (IT) services specifically for airports and airlines, we believe our dedication to quality in providing the best possible services to the airport leads to a better experience for the passengers and airlines. The airport is also a key part of The Orlando Experience® and our model of employing and training people living in the local area is an essential element of our desire to be a part of the local community."
About Orlando International Airport:
The Greater Orlando Aviation Authority (GOAA) manages Orlando International Airport (MCO). With an overall total of 35.7 million annual passengers, Orlando International Airport is the second busiest airport in Florida and 14th busiest in the U.S. The airport has 18,000 employees and generates $31 billion in direct and indirect revenue for the regional economy. Orlando International Airport strives to value and delight its customers through a design concept known as The Orlando Experience®.
About ServiceTec International, Inc.:
ServiceTec specializes exclusively in the provision of Managed IT Services to the world’s airport and airline industries, and has been doing so since 1989. ServiceTec operates globally, with headquarters in the UK and the USA, and offices in Canada, Germany, The Netherlands and Japan. Other airports served include Denver, JFK, Minneapolis-St. Paul, Nashville, Oakland, San Diego, San Francisco, Amsterdam, Heathrow and Munich.
Please visit www.servicetec.com
About Faith Group, LLC:
Faith Group is a women-owned, disadvantage business that specializes in security, technology, and MEP planning, design and engineering services including program management and construction phase services for aviation, transportation, public safety and security, corporate enterprise and the health care market sectors.
Founded in 2004, Faith Group is headquartered in St. Louis, MO with regional offices in Minneapolis, MN, Philadelphia, PA and Gaithersburg, MD.
Please visit www.faithgroupllc.com
For additional information:
Lynne Harrison
Executive Vice President
ServiceTec International
12007 Sunrise Valley Drive, Suite 355
Reston, VA 20191
lynne.harrison@servicetec.com
Phone: 1 (703) 259-4008
Faith Varwig
Principal
Faith Group LLC
930 N McKnight Rd
St. Louis, MO 63132
faith@faithgroupllc.com
Phone: 1 (314) 991-2228
Letchworth, UK – 4th March 2015 – As we move into our 27th year, our customers and suppliers may have noticed we have now retired our 25th Anniversary ServiceTec logo.
Of course there is a little sadness to see it go and we didn't want the end of our anniversary year to go unmarked. That said, the ServiceTec brand has truly become synonymous with a forward thinking and ambitious mindset - so we immediately look forward to our 27th year and beyond which will see us deliver on a number of exciting IT support projects at various airports around the world. For all of the latest news, a unique insight into our operations and what our customers say about us, please do follow ServiceTec on Twitter @servicetecint
On Tuesday 3rd February, San Francisco International Airport will be hosting a “Walk a Mile in Her Shoes” event. This award winning event aims to raise funds and awareness of rape, sexual assault and gender violence. Walk a Mile in Her Shoes asks men to literally walk a whole mile in a pair of high heels!
Jack Liu and AJ Beltrami from ServiceTec’s SFO team will be taking part in the event which will be held at the Aviation Museum, ITB-A side. The walk begins at 4pm and the route is one mile around the airport.
“This is for a good cause not only for the fight against modern day slavery but also helping the survivors of human trafficking. The biggest challenge for me will be to keep my balance during that 1 mile walk” Jack Liu
To find out more, please visit: walkamileinhershoes.org
Reston, Virginia – July 18, 2014 – ServiceTec International, Inc. (ServiceTec) announced today that it has been selected to provide Information Technology telecommunications Professional Services for Greater Orlando Aviation Authority (GOAA) at Orlando International Airport (MCO) and Orlando Executive Airport (ORL) as part of an Information Technology Consulting Services Agreement GOAA has with Faith Group, LLC. The services include onsite support for the installation and maintenance of Voice over IP (VoIP) devices, as well as moves and changes requested by users.
"We are delighted to have this opportunity to work more closely with Faith Group and to provide our airport IT expertise and support services to Greater Orlando Aviation Authority and Orlando International Airport," said Lynne Harrison, Executive Vice President of ServiceTec. "As the world's leading independent provider of managed Information Technology (IT) services specifically for airports and airlines, we believe our dedication to quality in providing the best possible services to the airport leads to a better experience for the passengers and airlines. The airport is also a key part of the facilities available to the region and our model of employing and training people living in the local area is an essential element of our desire to be a part of the local community."
About ServiceTec International, Inc.:
ServiceTec specializes exclusively in the provision of Managed IT Services to the world's airport and airline industries, and has been doing so since 1989. ServiceTec operates globally, with headquarters in the UK and the USA, and offices in Canada, Germany, the Netherlands and Japan. Airports served include JFK, Oakland, Minneapolis-St. Paul, Nashville, San Francisco, San Diego, Amsterdam, Heathrow and Munich.
About Faith Group, LLC:
Faith Group is a women-owned, disadvantage business that specializes in security, technology, and MEP planning, design and engineering services including program management and construction phase services for aviation, transportation, public safety and security, corporate enterprise and health care market sectors.
Founded in 2004, Faith Group is headquartered in St. Louis, MO with regional offices in Minneapolis, MN, Philadelphia, PA and Gaithersburg, MD.
Please visit www.faithgroupllc.com
- - -
For additional information:
Lynne Harrison
Executive Vice President
ServiceTec International
12007 Sunrise Valley Drive, Suite 355
Reston, VA 20191
lynne.harrison@servicetec.com
Phone: 1 (703) 259-4008
Faith Varwig
Principal
Faith Group LLC
930 N McKnight Rd
St. Louis, MO 63132
faith@faithgroupllc.com
Phone: 1 (314) 991-2228
The Board of Directors and employees of ServiceTec are deeply saddened by the loss of Scott Oakland from our team at Minneapolis - St. Paul International Airport (MSP).
He will be sadly missed by friends and colleagues throughout the company and our most sincere condolences are with Scott's friends and family at this difficult time.
Letchworth, UK – 27th March 2014 – ServiceTec is delighted to announce the launch of a new website for its CyberSecurity division, Airport CyberSec. Airport CyberSec offers airports all over the world a full range of CyberSecurity services designed to keep their staff, passengers and data safe. Airport CyberSec’s CyberSecurity experts work alongside airport IT and security teams to help protect against all aspects of cyber-attack.
Aside from an overview of the services offered by Airport CyberSec, the site will feature expert opinion and insight on the latest developments in the field of CyberSecurity from the team, including Dr. John McCarthy, a world renowned authority on cybersecurity strategy, development and implementation.
Airport CyberSec services include:
Social Engineering Training, to protect against the practice of manipulating people into subverting security procedures or divulging confidential information
CyberIMMUNE, a unique software that mitigates the threat of malware by disabling its ability to write to disk and therefore preventing it from delivering its payload. This unique and powerful tool offers greater protection than any alternative against a zero-day attack – a threat that exploits a previously unknown vulnerability, i.e. one that is so new that the airports IT security team have had no time to address it.
Network & Web-site Security – the integrity of an airport’s network, intranet and website as well as its data security policies will quite obviously have a major influence on that airport’s vulnerability to cyber-attack. Airport CyberSec offers network security audits to test the integrity of an airport’s entire IT infrastructure.
CyberSecurity Policies - Airport Cybersec can offer assistance in the preparation and reviewing of cybersecurity policies based on world-wide best practice.
Monitoring Compliance with CyberSAFE - once best practice cybersecurity policies are established staff may know what they should do, however it is also necessary to ensure staff are compliant with the policy on a day to day basis. CyberSAFE assists with both monitoring and enforcement.
The website can be found at www.airportcybersecurity.com
About ServiceTec
ServiceTec specialises exclusively in the provision of Managed IT Services to the world’s airport and airline industries, and has been doing so since 1989. ServiceTec operates globally, with headquarters in the UK and the USA, and offices in Canada, Germany, The Netherlands and Japan. Airports served include JFK, Minneapolis-St. Paul, Nashville, San Francisco, Amsterdam, Berlin, Heathrow and Munich.
Letchworth, UK – 3rd March 2014 – ServiceTec is delighted to announce the celebration of its 25th year anniversary this week. The company was founded by the current Executive Chairman Andy Anderson on 2nd March 1989.
Andy explains how the company’s name, and the enduring ethos that has come to define them, originated. “ServiceTec, a service culture with technical excellence – that was the original thinking behind our name – and it still rings true 25 years on. I remember promising our staff in the first ever company newsletter that they were now part of an approachable and friendly company, and one that was dedicated to providing the highest professional standards of service. Twenty five years on, I’m very pleased to report that we continue to deliver on that promise and it’s still one I can make to any individual joining the ServiceTec team today”.
In 1988 Andy Anderson and David Ison (the current Chief Executive Officer) left their former employer and embarked on an incredible journey to turn £100,000 of start-up capital into the £21 million ($35 million) needed to secure the acquisition of two successful IT companies. The first acquisition was of the Maintenance division of the Krypton Group and just 9 months on, ServiceTec also obtained the Service and Maintenance division of Ferranti International causing quite a stir in the industry at the time. These two quick acquisitions saw them leap from a turnover of around £1.5m and an employee headcount of 25 to a £14m company with a team of 250.
It was upon this foundation that ServiceTec was born. Numerous takeovers and start-ups followed all over the world, and the company went from strength to strength. Originally a generic IT maintenance company providing nationwide and regional services to organisations including BT, British Rail, HM Treasury, Marie Curie, Morgan Stanley and the Royal Mail, a large portion of the business was sold in 2007 and ServiceTec opted to specialise exclusively in the provision of Managed IT Services to the world’s airports and airlines. Operating globally, ServiceTec now has headquarters in the UK and the USA, as well as offices in Canada, Germany, The Netherlands and Japan.
Attributing its success over the past quarter of a century to the reliability and technical competence provided by his team, Andy takes particular pride in the culture he established and the impressive staff retention figures he accredits to it. “Over the years there have been a lot of great people who have participated in the growth and success of the company and I’ve always been particularly proud of the fact that our staff stick around. I have them to thank for making ServiceTec what it is today” On its 25th anniversary more than half of ServiceTec’s employees have served more than 5 years, nearly a quarter have reached a decade or more and incredibly, a select few have been with them for the full 25!
About ServiceTec
ServiceTec specialises exclusively in the provision of Managed IT Services to the world’s airport and airline industries, and has been doing so since 1989. ServiceTec operates globally, with headquarters in the UK and the USA, and offices in Canada, Germany, The Netherlands and Japan. Airports served include JFK, Minneapolis-St. Paul, Nashville, San Francisco, Amsterdam, Berlin, Heathrow and Munich.
Reston, Virginia – February, 20th, 2014 - ServiceTec International, Inc. (ServiceTec), the world’s leading independent provider of managed Information Technology (IT) services specifically for airports and airlines, announced today that it has been selected by the Terminal One Management, Inc. (TOMI), who run Terminal One at JFK International Airport, to support their newly installed Automated Passport Control kiosks.
Automated Passport Control (APC) is an expedited customs entry process that is designed to help travelers move more quickly through the U.S. border clearance process by entering information at a self-service kiosk. APC is a free service and does not require pre-registration or membership. Instead of filling out a declaration card, passengers who are eligible can proceed directly to a self-service kiosk in the passport control area.
“Terminal One at JFK is excited to be able to offer this additional facility to our returning international passengers enabling them to move more quickly through the U.S. border clearance process,” said Edward J, Paquette, Executive Director, “and we are pleased ServiceTec was able to extend their scope to provide support.”
ServiceTec has been supporting passenger self-service kiosks at airports since 1998 when Amsterdam Airport Schiphol first introduced them and is well used to the additional support challenges presented by these devices.
“We have been providing on-site support to Terminal One at JFK continually since 1998 and always appreciate being given the opportunity to extend our scope to support new technologies as they are introduced by TOMI. We know that TOMI has great plans for the future and look forward to being able to provide our airport IT expertise and support services to the airport team for many years to come.” said Lynne Harrison, Executive Vice President of ServiceTec. “ServiceTec is all about providing quality customer service to airports. In addition, our dedicated on-site team at Terminal One has an average of 10 years continual service with ServiceTec, testament to their commitment to both the airport and the company”.
About the Terminal One at JFK International Airport:
JFK is the busiest international air passenger gateway to the United States, handling more international traffic than any other airport in North America (over 47 million passengers each year). Home of the World’s most prestigious airlines, including Air France, Japan Airlines, Korean Air and Lufthansa, Terminal One is capable of servicing narrow body, wide body and the new large aircraft (NLA) plus the Airbus A380.
About ServiceTec International, Inc.:
ServiceTec specializes exclusively in the provision of Managed IT Services to the world’s airport and airline industries, and has been doing so since 1989. ServiceTec operates globally, with headquarters in the UK and the USA, and offices in Canada, Germany, The Netherlands and Japan. Airports served include Minneapolis-St. Paul, Nashville, San Francisco, Oakland, San Diego, Amsterdam, Manchester, Heathrow and Munich.
Reston, Virginia – February, 6th, 2014 – ServiceTec International, Inc. (ServiceTec) announced today that it has been selected by San Diego County Regional Airport Authority to provide Common Use Operations Support Technicians at San Diego International Airport (SAN).
As part of a new multi-year agreement, ServiceTec will provide professional technical support services for a wide range of airport IT systems and equipment. This includes maintaining the Airport Authority’s common use environment which consists of computer/enterprise servers, self-service kiosks, audio paging, VoIP and links to airline data feeds. ServiceTec will also support current and future IT projects that the airport is deploying to meet their evolving business and technical needs.
“We are very pleased to have ServiceTec supporting our terminal operations IT systems and look forward to a valuable relationship,” said Rick Bellotti, Senior Manager of Information Technology at San Diego County Regional Airport Authority. “ServiceTec brings the right mix of experience and customer service that our customers expect.”
ServiceTec’s San Diego team will be an integrated part of the overall team providing services and support for the operational IT systems, and will have access to the experience of ServiceTec’s global technical group to call on at any time.
“We are delighted to have been selected by San Diego County Regional Airport Authority for this opportunity to work at San Diego International Airport and provide our airport IT expertise and support services to the airport team. We know that SAN selected Common Use Passenger Processing (CUPPS) technology to allow the flexibility necessary to get the most efficient use out of its facilities, which is part of its commitment to sustainability, and we look forward to playing our part in enabling the airport to leverage these technological investments to the fullest extent possible,” said Lynne Harrison, Executive Vice President of ServiceTec. “As the world’s leading independent provider of managed Information Technology (IT) services specifically for airports and airlines, we believe our dedication to quality in providing the best possible services to the airport leads to a better experience for the passengers and airlines. The airport is also a key part of the facilities available to the region and our model of employing and training local people is an essential element of our desire to be a part of the local community."
About San Diego County Regional Airport Authority and San Diego International Airport:
The San Diego County Regional Airport Authority was created on January 1, 2003, as an independent agency to manage the day-to-day operations of San Diego International Airport and address the region’s long-term air transportation needs.
San Diego International Airport is the nation's busiest single runway commercial airport — serving over 17.5 million passengers in 2013, and servicing 22 airlines, providing nonstop service to 55 destinations during the year. From early beginnings as the starting point for Charles A. Lindbergh’s first-ever solo, nonstop transatlantic flight in 1927, San Diego International Airport now contributes nearly $10 billion annually to the regional economy.
Please visit www.san.org
About ServiceTec International, Inc.:
ServiceTec specializes exclusively in the provision of Managed IT Services to the world’s airport and airline industries, and has been doing so since 1989. ServiceTec operates globally, with headquarters in the UK and the USA, and offices in Canada, Germany, The Netherlands and Japan. Airports served include JFK, Oakland, Minneapolis-St. Paul, Nashville, San Francisco, Amsterdam, Berlin, Heathrow and Munich.Close
ServiceTec International, Inc. (ServiceTec), the world’s leading independent provider of managed Information Technology (IT) services specifically for airports and airlines, announced today that it has once again been selected by the Port of Oakland to provide on-site IT services at Oakland International Airport (OAK).
As part of a new, multi-year agreement, ServiceTec will continue to provide support for a wide range of the airport’s IT needs including the common use passenger check-in environment, flight information display systems, network and infrastructure support, and site management. ServiceTec will also participate in planning, scheduling and executing equipment and system installations including upgrades and replacement projects. In addition, ServiceTec will provide maintenance support for the IT equipment and systems as well as support current and future IT projects that the airport is deploying to meet their evolving business and technical needs.
“Oakland International Airport is pleased to continue working with ServiceTec to support our critical technology infrastructure”, said Deborah Ale Flint, Director of Aviation for the Port of Oakland. ”Technology is a vital tool that the Port relies on to deliver a world-class, on-time experience for airport users, and we look forward to leveraging ServiceTec’s global experience and local expertise in that effort.”
Under the terms of the agreement, ServiceTec will continue to provide and train the local technicians and site management personnel to ensure that the mission-critical IT systems deliver immediate service benefits to the Airport as well as the local community. ServiceTec’s Oakland team will continue to operate as an autonomous unit and will have access to the experience of ServiceTec’s global technical group to call on at any time.
“We are delighted to have this opportunity to continue to work with the Port of Oakland at Oakland International Airport and provide our airport IT expertise and support services to the airport team. We are proud to be a part of the many enhancements that have been implemented at this gateway to Oakland and the Bay Area and we look forward to continuing our relationship as the airport continues to grow,” said Lynne Harrison, Executive Vice President of ServiceTec. “ServiceTec is all about providing quality customer service to airports, which we believe our dedication to providing the best possible services to the airport and its passengers has shown. The airport is a key part of the facilities available to the local community and our model of employing and training local people is an essential element of our desire to be a part of that community”.
About the Port of Oakland and Oakland International Airport:
The Port of Oakland oversees the Oakland seaport, Oakland International Airport and 20 miles of waterfront. The Oakland seaport is the third busiest container port on the U.S. West Coast. Oakland International Airport offers 188 daily nonstop flights to 33 destinations; and the Port's real estate includes commercial developments such as Jack London Square, as well as hundreds of acres of public parks and conservation areas. The Port of Oakland was established in 1927 and is an independent department of the City of Oakland.
Please visit www.portofoakland.com and www.flyoakland.com
About ServiceTec International, Inc.:
ServiceTec specializes exclusively in the provision of Managed IT Services to the world’s airport and airline industries, and has been doing so since 1989. ServiceTec operates globally, with headquarters in the UK and the USA, and offices in Canada, Germany, The Netherlands and Japan. Airports served include JFK, Minneapolis-St. Paul, Nashville, San Francisco, Amsterdam, Berlin, Heathrow and Munich.
For additional information:
Lynne Harrison
Executive Vice President
ServiceTec International
12007 Sunrise Valley Drive, Suite 355
Reston, VA 20191
info@servicetec.com
Phone: 1 (703) 259-4000
Dr John McCarthy, ServiceTec’s Vice President of CyberSecurity, has announced that he is to participate in a ‘red team’ simulated cyber strike conducted by the US military against an unknown medium sized US Airport.
In an interview featured in the September edition of IHS Jane’s Airport Review, Dr John McCarthy has declared his involvement with the revolutionary simulation designed to target the aviation industry.
Although Dr McCarthy could not disclose any actual information about the simulation itself, he did describe the relevance the simulated attack will have on his current research project within the airport CyberSecurity field. “The initial element of the project is to take military thinking, demilitarize it and add additional components in a civilian environment,” he explained “We can then come up with a benchmark to run against a threat analysis framework”.
ServiceTec is sponsoring the research project which began in 2012 and is being undertaken at the CyberSecurity department at Cranfield University.
As part of his interview in IHS Jane's Airport Review, Dr John McCarthy described the different types of cyber threats that airports may face. “SCADA systems controlling lifts, moving walkways or baggage handling systems are often connected to the central IT backbone so hitting those aspects of an airport operation could prove just as fruitful to a cyber attacker as an assault to the airport operational database. Similarly, airports could also be hit in the pocket by disruption to systems controlling their car parks, as these provide some airports with a third or more of their annual revenue”.
Contact ServiceTec if you would like more information about Airport CyberSecurity services that include Internal IT Infrastructure Vulnerability Assessments, Web Application Vulnerability Assessments, Social Engineering Training and Cyber SAFE Compliance.
The US Department of Homeland Security, working in cooperation with the National CyberSecurity Alliance and the Multi-State Information Sharing and Analysis Center has declared October as the tenth annual National CyberSecurity Awareness Month.
The US department of Homeland Security describes National Cyber Awareness Month as an “opportunity to engage public and private sector stakeholders – especially the general public – to create a safe, secure, and resilient cyber environment.”
ServiceTec offer a range of Airport CyberSecurity services that include Internal IT Infrastructure Vulnerability Assessments, Web Application Vulnerability Assessments, Social Engineering Training and Cyber SAFE Compliance.
In support of CyberSecurity Awareness we have released a free downloadable podcast that outlines various issues that airports need to consider and discusses the ways in which they can protect themselves.
Contact ServiceTec if you would like more information about CyberSecurity or if you are interested in personalized vulnerability assessment services for airports and airlines.
Dr John McCarthy, Vice President of ServiceTec’s Cyber Sec, will be attending a number of conferences across the World to discuss the growing risk of Cyber-attacks which now face airports and the aviation industry as a whole.
CyberSec services were developed, and will be overseen by Dr John McCarthy PhD BSc (hons) MBCS, a renowned world authority on CyberSecurity strategy, development and implementation, and an internationally recognized author of number of papers on all aspects of CyberSecurity.
John heads a research team examining the potential cyber threats to IT systems within airports and his current research focus is a joint Anglo - American project involving UK and USA universities. He is an expert in social engineering training and sits on several prominent US committees that offer advice and policy guidance to the US government on CyberSecurity matters. John has also been involved with the development of cyber certification programs for multi-national organisations.
CyberSec services provide airports with detailed Internal Vulnerability Assessments of their IT infrastructures and Web Application Vulnerability Assessments each accompanied by comprehensive documentation on all of the identified problems and corrective measures. ServiceTec have also introduced a CyberSec Social Engineering training course specifically designed for airport management and staff.
Dr John McCarthy – Conference Speaker Dates
International Conference on Cloud Security Management ICCSM-2013
17th – 18th October 2013
The Center for Information Assurance and Cybersecurity, University of Washington, Seattle, USA
http://academic-conferences.org/iccsm/iccsm2013/iccsm13-home.htm
International Airport Review, Airport IT&T conference 2013
26th – 27th November 2013
Hilton, Copenhagen Airport, Denmark
http://www.internationalairportreview.com/events/upcoming-events/airport-itt-2013/overview/
International Conference on Cyber Warfare and Security ICCWS-2014
24th – 25th March 2014
Purdue University, West Lafayette, Indiana, USA
http://academic-conferences.org/iciw/iciw2014/iciw14-home.htm
ServiceTec are proud to announce that on Friday 6th September 2013, they successfully secured the recertification of the international Quality Management Systems, ISO 9001:2008 for a further three years.
The RoW and America's Head offices along with a number of additional airport sites in Europe and America have all been audited over the recent weeks resulting in the united outcome of successful recertification.
The ISO 9001:2008 certification recognizes organizations that demonstrate highly effective processes and only awards businesses that commit to continuous quality improvement, and a specific customer satisfaction focus.
Our adherence to this prime service and quality management standard ensures:
- Improved customer satisfaction through a more professional approach to service delivery that consistently meets customer requirements
- Reduced operating costs through continual improvement of processes and resulting in operational efficiencies
- Improved stakeholder relationships including staff, customers and suppliers
- Legal compliance by understanding how statutory and regulatory requirements impact ServiceTec and more importantly, our customers
- Improved risk management through greater consistency and traceability of services
- Proven business credentials through independent verification against recognized standards
For more information about ServiceTec or the service that we supply, then please contact your nearest ServiceTec Office.
ServiceTec wishes to express deepest sympathy to those bereaved and injured in the Asiana Airlines Flight 214 crash landing at San Francisco International Airport on Saturday July 6th.
Said ServiceTec’s VP of Operations, Adriano Di Placido, “We remained in close contact with the airport management throughout the emergency, alerting additional staff to be on standby should extra resources be required at the airport to assist. Many thanks to all the staff who were ready to respond at short notice – and especially to our SFO site manager, Jack Liu, who interrupted his European vacation to ensure we were doing all we could to help. In addition, our team at Oakland International Airport was on standby in case diverted flights caused issues on the other side of the Bay.”
Working through our partner, ARINC Airport Systems, ServiceTec has been providing IT support services at San Francisco International Airport since 1999 with an on-site staff who work closely with the airlines as well as the airport.
ServiceTec International Inc. has been selected by ARINC Incorporated to oversee a major hardware installation project at Toronto Pearson International Airport. As part of the project, ServiceTec will supply one on-site project manager and six installation technicians to de-install existing peripheral CUTE equipment and replace it with new hardware on the ARINC vMUSE CUPPS platform on approximately 1000 positions.
The ServiceTec on-site project manager started preparations for the project in October of 2012, while the installation team will start the actual rollout in mid-April 2013. The project is expected to last approximately 2.5 months during the rollout phase. ServiceTec is delighted to be working on this project with ARINC and to be back at Toronto Pearson Airport.
19 February 2012, Letchworth, UK - ServiceTec has introduced a range of services designed to assist airports and airlines combat the ever-growing risks to CyberSecurity.
ServiceTec’s Security Testing Services were developed, and will be overseen by, Dr. John McCarthy PhD BSc (hons) MBCS, Alan Benjamin Research Fellow – a renowned world authority on CyberSecurity strategy, development and implementation, and an internationally recognized author of number of papers on all aspects of CyberSecurity.
Vulnerabilities are being discovered continually by malicious individuals and researchers, and being introduced by new software. The Payment Card Industry (PCI) Data Security Standard (DSS), developed to encourage and enhance cardholder data security and facilitate the broad adoption of consistent data security measures globally, comprises a minimum set of requirements for protecting cardholder data and provides a baseline of technical and operational requirements designed to protect cardholder data. Requirement 11 of PCI DSS requires organizations to regularly test security systems and processes to ensure security controls continue to reflect a changing environment.
ServiceTec’s Security Testing Services provide airports with detailed internal vulnerability assessments of their IT Infrastructures, accompanied by comprehensive documentation on all of the identified problems and corrective measures.
“CyberSecurity can be described as the protection of systems, networks and data in cyber space and is concerned with the protection against cyber risks, which broadly fall into three areas: Cyber Crime, Cyber War, and Cyber Terror,” explained Dr McCarthy. “In 2012 at the Black Hat Conference in Las Vegas, a hacker showed he could use just $2,000 worth of store-bought electronics to convince an ADS-B (the FAA's preferred air traffic control system) that a non-existent plane was coming in for a landing.”
Delivered remotely from an environment outside the airport IT environment, ServiceTec’s Security Testing Services include quarterly vulnerability scans (as required by PCI DSS 11.2.1), internal and external scans following significant changes (as stipulated by PCI DSS 11.2.3) and web application vulnerability testing.
The combination of vulnerability assessment and scanning tools, and the experience of ServiceTec’s security engineers, identifies existing vulnerabilities in web applications and across all major network operating systems, services and network devices commonly used in airport IT environments.
Internal IT Infrastructure Vulnerability Assessment
ServiceTec’s Internal IT Infrastructure Vulnerability Assessment evaluates and increases the security of Airport IT environments by identifying security vulnerabilities IT assets and recommending corrective measures to mitigate risks.
Using a horizontal approach and focusing resources to identify vulnerabilities within the shortest period of time, ServiceTec’s Internal IT Infrastructure Vulnerability Assessment is the ideal starting point for IT security corrective processes. IT assets covered by network-layer vulnerability assessments include:
- Network server operating systems
- Regular network services performed by the servers, (e.g. mail, web, FTP, directory services,)
- Databases used to store IT and business information
- Routers, switches, firewalls and other network elements integrated with airport protection schemes.
Web Application Vulnerability Testing
ServiceTec’s Web Application Vulnerability Testing service evaluates and increases the security of web applications by identifying security vulnerabilities in the applications’ programming and functions, and recommend corrective measures to mitigate the risks.
Evaluations are undertaken remotely to identify more than 30 different types of vulnerabilities in web applications and are based on industry best practices (e.g. OWASP Top 10, PCI 6.5 requirement). The ideal starting point for application security corrective processes, ServiceTec’s Web Application Vulnerability Testing services include:
- Injection flaws (SQL Injection, OS Command Injection, etc.) and buffer overflows
- Insecure cryptographic storage and communications
- Improper error handling and access control
- Cross-site scripting (XSS) and Cross-site request forgery (CSRF).
Results
All results are revised by a senior ServiceTec security engineer to ensure that there are no false positives or non-relevant issues listed. Results are delivered as a descriptive report that elaborates on:
- The tested environment or application
- The actual results of the analysis of the environment, application, tests and/or attacks
- Vulnerabilities found
- Risks evolving from the found vulnerabilities and their potential impact
- The suggested solutions wherever applicable.
About PCI DSS
The Payment Card Industry (PCI) Data Security Standard (DSS) was developed to encourage and enhance cardholder data security and facilitate the broad adoption of consistent data security measures globally. PCI DSS provides a baseline of technical and operational requirements designed to protect cardholder data, and applies to all entities involved in payment card processing – including merchants, processors, acquirers, issuers, and service providers, as well as all other entities that store, process or transmit cardholder data.
PCI DSS comprises a minimum set of requirements for protecting cardholder data, and may be enhanced by additional controls and practices to further mitigate risks.
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. Since 1989, 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.
Letchworth Garden City, England – October 16, 2012. After the closing ceremony of the London Olympics, the journey through London Heathrow International Airport was made near perfect for thousands of departing Olympic athletes who, with their medals hanging around their necks, checked in at a special Games terminal made up to resemble a London park.
Security played a major role across Heathrow during the Olympics. The London Organising Committee of the Olympic Games and Paralympic Games appointed Rapiscan Systems Limited UK as the Official Security Equipment and Systems Supplier for London 2012.
Rapiscan Systems provided over 2,000 vehicle screening, people screening and baggage and parcel inspection systems to all Olympic venues, including the Olympic Village and events throughout London and the United Kingdom. ServiceTec was contracted by Rapiscan to provide Service Desk support for all Service Incidents linked to the support of their systems. This cover was provided 24 hours per day, 7 days per week during the set up and operational period of both the Olympic and Paralympic Games.
Incidents were reported to the ServiceTec Service Desk and were then recorded and immediately dispatched to Rapiscan engineers at any time of the day or night. In the unlikely event that an engineer could not be contacted within 10 minutes, an escalation process could be implemented through other engineers and senior management. The service was brought to a successful conclusion during September.
"A great team effort," said ServiceTec's Chief Executive Officer, David Ison. "Our thanks and congratulations go to the Heathrow team and to all who manned our ServiceDesk."
Reston, Virginia – July 24, 2012. ARINC has extended its airport IT maintenance, service and support contracts with ServiceTec International, Inc. at San Francisco International Airport (SFO) for a further five years.
ServiceTec, the largest independent provider of managed Information Technology (IT) services to the airport and airline industries, has partnered continuously with ARINC to support SFO since 1999 and is responsible for the maintenance, troubleshooting, upgrade and repair of over 7,000 pieces of equipment across the airport terminal complex, including MUSE workstations and associated peripherals, MUFIDS monitors, hand-held devices and intelligent terminals.
Since 1999, ongoing efficiency improvements have been achieved through alternate vendor selection, pro-active maintenance schedules, on-site repairs and by working closely with the airlines, the airport and other stakeholders.
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. Since 1989, 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, Nashville, New York, Oakland, Heathrow, Schiphol, Manchester, Berlin Brandenburg and Munich.
About ARINC Incorporated :
ARINC Incorporated, a portfolio company of The Carlyle Group, provides communications, engineering and integration solutions for commercial, defense and government customers worldwide. Headquartered in Annapolis, Maryland with regional headquarters in London and Singapore, ARINC is ISO 9001:2008 and AS9100 certified. For more information, please visit www.arinc.com
About San Francisco International Airport :
San Francisco International Airport, the "gateway to the Pacific," is the largest airport in the San Francisco Bay Area, the tenth busiest in the United States and the twentieth largest airport in the world by passenger count. For more information, please visit www.flyfso.com
Reston, Virginia – June 6, 2012. ServiceTec International, Inc., the largest independent provider of managed Information Technology (IT) services to the airport and airline industries, has been selected by the Metropolitan Airports Commission (MAC) to provide IT systems support for the Lindbergh (Terminal 1) and Humphrey (Terminal 2) terminals at Minneapolis-St. Paul International Airport (MSP). This includes the management of a major million dollar upgrade to the Humphrey Terminal's Common-Use hardware environment, as well as an upgrade to v5.3 of the Ultra CUSE platform.
ServiceTec will provide the MAC with on-site management, systems administration and the technician support staff necessary for keeping the Ultra Electronics Airport Systems, Inc. (Ultra) Common Use Passenger Processing System (CUPPS), Resource Management System (RMS) and Multi-User Flight Information Display Systems (MUFIDS) operational as well as any other related technical systems including, Common Use Self Service Kiosks (CUSS) and processes used at MSP. This includes those CUPPS, CUSS and RMS systems presently in use as well as systems that may be brought into operation at MSP in the future. ServiceTec will also assist the MAC Information Systems organization in the setup and configuration of new workstations, printers, and other equipment. In addition, ServiceTec will be making technical recommendations as appropriate, installing hardware and software, receiving and providing training, performing preventive maintenance duties, and general technology support work at MSP.
The upgrade will embrace all new hardware, including new SUN Solaris AODB servers and VMware virtual servers for the CUSE environment. ServiceTec will manage the upgrade, specifying hardware and software for the new systems before commissioning and installation.
The partnership with the airport follows an agreement made earlier this year, under which the MAC renewed its support contracts for the CUPPS and AODB/MUFIDS networks with ServiceTec for a second time. In addition, ServiceTec will continue to work closely with the MAC on its MUFIDS Phase III project which will expand the network and add additional flight information locations throughout the Lindbergh and Humphrey Terminals.
Beginning in 2001, ServiceTec has been the partner of choice for MSP. Initially, ServiceTec provided comprehensive Level 1, 2, and 3 support services and network management for a range of systems including INFAX FIDS monitors, Videcom SEATS and IBM CUSS Kiosks. Subsequently, the MAC contracted with ServiceTec for additional analyst expertise to supplement the in-house support of its T2 Common Use environment. The partnership was extended in 2007, when ServiceTec was asked to manage the rollout of the new multi-million dollar ULTRA CUSE project. The following year, ServiceTec was asked to provide two Senior Network Support Analysts to work directly with MAC IS in managing the Police, Fire and Landside Revenue Networks, and now supplies Network Administration and support for MSP's Emergency Communications Center and for the new Landside Parking Revenue Network.
More recently, ServiceTec managed the roll-out of MUFIDS Phase I and MUFIDS Phase II, and expanded the FIDS/MUFIDS environment into the Lindbergh Terminal, replacing the existing proprietary Delta Airlines FIDS System and, for the first time, providing comprehensive flight information for all airlines flying into and out of MSP.
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. Since 1989, 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, Nashville, New York, Oakland, Heathrow, Schiphol, Manchester, Berlin Brandenburg and Munich.
About Metropolitan Airports Commission (MAC) :
The Metropolitan Airports Commission was created by state law in 1943. A public corporation, the commission provides for coordinated aviation services throughout the Twin Cities metropolitan area. Today, the MAC operates the third largest aviation system in the nation, consisting of Minneapolis-St. Paul International Airport (MSP) and six reliever airports. For more information, please visit www.metroairports.org
9 May 2012 : ServiceTec has announced that Carl Shallcross has accepted the newly created position of Director of Strategic Innovation, and will be pivotal in ensuring that ServiceTec continues to enhance its service offering to both existing and new customers.
Since joining ServiceTec in 1995, Carl has had a number of different roles with ServiceTec, most recently as Technical Manager - Global Sales. In recent years, Carl achieved the status of ITIL V3 expert - one of the first in the UK - and also became a Prince 2 Project Management practitioner.
Carl was instrumental in implementing ServiceTec's Service Desk- a flexible and cost-effective IT service management solution developed specifically to meet the demanding requirements of airlines and airports of all sizes - and an integral part of SAMSS (ServiceTec's Airport Managed Service Solution). SAMSS currently delivers managed IT services for airport and airline systems at a number of major international airports, including Amsterdam Airport Schiphol, London Heathrow, Manchester and Munich.
Carl will continue to be heavily involved with new opportunities and oversee the further development of SAMSS.
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. Since 1989, 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, Nashville, New York, Oakland, Heathrow, Schiphol, Manchester, Berlin Brandenburg and Munich.
28 February 2012 : ServiceTec has announced the promotion of Joachim Werner to Country Manager, Germany.
Joachim joined ServiceTec in March 2003 as Site Manager at München (Munich) Airport, coinciding with ServiceTec winning the contract to maintain the check-in, boarding systems and automated boarding gates for Deutsche Lufthansa AG, its Star Alliance partners and partner airlines at Terminal 2 in 2003 – a contract that has been in ServiceTec's tenure ever since. In Spring 2009, the entire system was upgraded from ARINC iMUSE to the advanced vMUSE common-use passenger technology at all the passenger service desks and gates. Under Joachim's management, ServiceTec supports the ARINC installation, which includes the vMUSE platform with local IP network and several hundred computer workstations and some thousand associated items of MUSE peripherals.
In addition to his Munich responsibilities, Joachim has been overseeing ServiceTec's activities at the new Berlin Brandenburg International Airport where ServiceTec was awarded the installation and maintenance contract for the ARINC vMUSE systems. ServiceTec and ARINC are rolling out vMUSE for check-in and back office desks, and for boarding gate workstations for use by over 30 airlines and handling agents.
As Country Manager, Germany, Joachim, will be responsible for ServiceTec operations across Germany and will report to Richard Moody, ServiceTec's Global Operations Director.21 February, 2012 : ServiceTec International, Inc is pleased to announce the appointment of Kenneth Wright as Vice President, Business Relations – North America, reporting to Lynne Harrison, Executive Vice President, Americas.
Ken will lead ServiceTec's activities to establish new and enhance existing working relationships with airports, airlines and other entities in the transportation sector in North America as the company continues to grow.
Ken joined ServiceTec in 2006 as Director, Business Development and has been instrumental in leading the development and growth of ServiceTec's offerings into the Information Technology Managed Services business environment for airports. He has extensive experience with airport/aviation systems management and is active in various industry organizations including Airports Council International – North America and the Florida Airports Council. He participates on the Information Technology Committees of both organizations.24 January 2012 : ServiceTec will be exhibiting at Passenger Terminal EXPO 2012 in Vienna, Austria from 18th - 20th April 2012.
Founded in 1989, ServiceTec provides airports and airlines of all sizes with comprehensive, customized, strategic and mission critical Managed IT Services to ensure the ongoing availability of business and mission critical systems, including passenger check-in systems, baggage handling systems, Common Use Kiosks, and biometric and access control systems. ServiceTec supports well in excess of 50,000 airport system devices and over 1,000 airport self service devices to some of the world's most stringent SLAs.
ServiceTec was recently awarded major contracts with the new Berlin Brandenburg International Airport where, as a major and long term partner of ARINC, ServiceTec will handle the installation and maintenance for the vMUSE rollout for over 300 check-in, back office and boarding gate workstations which will be used by 31 airlines and handling agents. ServiceTec will use SAMSS (ServiceTec's Airport Managed Service Solution) to record, monitor and manage all service and maintenance calls placed by airport staff.
SAMSS is an easy-to-use, powerful, expandable, flexible and cost-effective IT service management solution developed specifically to meet the service desk and service management requirements of airlines and airports. Underpinning the dedicated Service Desk, manned by analysts highly qualified and experienced in airport and airline service management, SAMMS delivers numerous benefits, and currently supports Schiphol, London Heathrow and Munich international airports (in addition to the new Berlin Brandenburg International Airport), delivering end-to-end Incident and Problem Management of Common Use and Transfer Kiosk services.
ServiceTec was also recently selected by the Metropolitan Nashville Airport Authority (MNAA) to provide on-site IT systems support for emergency network monitoring, network and desktop support at Nashville International Airport (BNA). ServiceTec's customers include: Berlin Brandenburg International Airport, John F Kennedy International Airport, London Heathrow International Airport, Manchester International Airport, Minneapolis-St.Paul International Airport, Munich International Airport, Nashville International Airport, Oakland International Airport, Raleigh-Durham International Airport, San Francisco International Airport, and Schiphol International Airport.17th January 2012 : ServiceTec – the world's leading independent provider of Managed IT services to the airport and airline industries – has won a major installation and support contract at the new Berlin Brandenburg International Airport.
Currently under construction 18 kilometers south of central Berlin, Berlin Brandenburg International Airport is scheduled to in 2012 and has been designed to replace Berlin's Tempelhof Airport, (which closed in 2008), and the existing Tegel and Schönefeld airports which will close when Berlin Brandenburg Airport comes into operation.
In a major competitive win, ARINC was recently awarded the contract for passenger check-in and departure systems at the new Berlin Brandenburg Airport, and will supply its industry-leading passenger solution: vMUSE - which is fully compliant with the IATA CUPPS standard for common-use passenger systems.
ServiceTec, a major and long term partner of ARINC, has been awarded the installation and maintenance contract for the vMUSE systems. At full operation ServiceTec and ARINC will have rolled out vMUSE on 153 workstations for check-in and back office desks, and 188 boarding gate workstations for use by 31 airlines and handling agents.
"This contract reaffirms ServiceTec's position as the world's leading independent provider of managed IT services to airports and airlines," said David Ison, ServiceTec's Chief Executive Officer. "We already have an extremely close relationship with ARNC. This partnership further cements the relationship and positions us to provide similar solutions to other international airports as they continue to embrace new technologies to reduce costs and improve passenger services."
ServiceTec's engineers and consultants are already working extremely closely with ARINC and Berlin Brandenburg Airport on the installation project, which is close to completion - 96 workstations plus peripherals. Once the installation phases have been completed, ServiceTec's on-site team will be providing round-the-clock maintenance and support services to some of the most stringent SLAs in the industry.
ServiceTec's partnership with ARINC has included the installation, maintenance and support of ARINC passenger check-in and boarding solutions at London Heathrow International Airport and Manchester International Airport, amongst others.
"We are pleased, that with ARINC we have found a competent and experienced partner for CUPPS services at Berlin Brandenburg Airport," said Andreas Deckert, Head of Aviation Management at Berlin Airports. "The first units have already been operating for the test run of the airport, which started in November."
10th January 2012 : ServiceTec International, Inc. is pleased to announce the appointment of Raymond Maynez as Business Development Manager for the Americas reporting to Lynne Harrison, Executive Vice President.
Ray brings extensive experience of fulfilling customer's technical services solution needs, using a consultative approach, which is well suited to the aviation market. Ray joins ServiceTec from Citrix Systems, the market leader in the design and development of virtualization software and network optimization hardware – technologies that airports are starting to embrace more and more.
Ray's office will be located in Fort Lauderdale, Florida.
24 October 2011: Manchester International Airport has extended its contracts with ARINC/ServiceTec for a further five years.
ServiceTec's relationship with Manchester Airport started in 1995 and has continued to develop through the years with support of Common Use and Passenger Processing systems for ARINC. As a result of customer-focused support services, ServiceTec now supports more than 2,400 devices and has contracts in place through to the end of 2016. ServiceTec also provides IT desktop support services for airlines and specialised systems support for ground handlers. Additional services, including training for airport staff, support of information kiosks and image capture systems has also been provided direct to the airport.18th October, 2011: ServiceTec has announced that Joel Jensen has accepted the newly created position of Director of Managed Services. Joel joined ServiceTec in 2005 as Site Manager at MSP and will retain these responsibilities.
14 October, 2011 : ServiceTec International, Inc., the largest independent provider of IT services to the airport and airline industries, is pleased to announce that it has been selected by the Metropolitan Nashville Airport Authority (MNAA) to provide on-site IT systems support for emergency network monitoring, network and desktop support at Nashville International Airport (BNA). ServiceTec personnel work as an extension of the MNAA IT staff to support the MNAA network as well as desktop and business systems.
ServiceTec will participate in planning, scheduling and executing computer equipment installations, upgrades and replacement projects. In addition, ServiceTec will provide maintenance support, run diagnostic tests, repair and replace hardware as needed. ServiceTec is also providing network support. Working with the Network Administrator, ServiceTec is responsible for installing, configuring and maintaining operating system workstations, and servers, including web servers, in support of the Authority's business processing requirements.
"We are delighted to have this opportunity to work with the Metropolitan Nashville Airport Authority and provide our airport IT expertise and support services to the Nashville International Airport team and we hope this will be the start of a long mutually beneficial partnership" said Lynne Harrison, Executive Vice President of ServiceTec. "ServiceTec is all about providing quality customer service to airports, which we believe aligns us perfectly with MNAA's mission 'to be the heartbeat of the Mid-South by providing services and facilities that keep Music City flying high'." said Lynne. "The airport is a key part of the facilities available to the local community and our model of employing local people, trained to the ServiceTec model, is an essential element of our desire to be a part of that community".10 October, 2011 : Adriano Di Placido has been appointed as Vice President of Operations - Americas. Adriano joined ServiceTec in 2006 as Site Manager, Toronto and became a member of ServiceTec’s Business Development team in January 2011.
26 July, 2011 : ServiceTec has been contracted by Rapiscan Systems Limited to provide out of hours and weekend help desk services for Rapiscan’s UK customer base. The service is provided via SAMSS – ServiceTec’s Airport Managed Service Solution - an uncomplicated, flexible and cost-effective IT service management solution that meets the service desk and service management requirements of airlines and airports of all sizes.
Rapiscan Systems is a leading global supplier of security inspection solutions utilising X-ray and gamma-ray imaging, and advanced threat identification techniques such as neutron and diffraction analysis. The company's products are sold into four market segments: Baggage and Parcel Inspection, Cargo and Vehicle Inspection, Hold Baggage Screening and People Screening, and have an installed base globally of more than 70,000 security and inspection systems.
15 February, 2011 : 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.
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:
- 24x7 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.
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 Schiphol, London Heathrow and Munich, delivering end to end Incident Management of the common Use and Transfer Kiosk services.
