Press Room
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 Schipol International Airport.
About ServiceTec
Operating from bases in Europe, North America, Canada and the Far East, ServiceTec is the world's leading independent provider of Managed IT Services to airports and airlines. With a global network of vastly experienced, stringently vetted and highly qualified technicians, ServiceTec has years of expertise in managing and maintaining difficult and sensitive airport and airline IT systems faster and more efficiently than any other IT service provider. From the maintenance and support of business critical systems, on-site and remote service desks, and systems configuration and management, to project management and the design, development and implementation of entire systems and solutions, ServiceTec's proven capabilities extend across the entire airport IT infrastructure.
About Passenger Terminal EXPO 2101
The Passenger Terminal EXPO conference and exhibition is a world-class event that attracts over 3,500 attendees from airports, airlines, aviation authorities and related businesses, with at least 85 countries represented each year. For three days, Passenger Terminal EXPO 2012 will bring together CEOs, senior airport and airline executives, architects, engineers, key decision makers, suppliers and buyers from all over the world to pool information and exchange ideas about the future development of the airport industry.
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 open on 3 June 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. Hardware installation will be completed in February, and 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.
ServiceTec will use SAMSS to record, monitor and manage all service and maintenance calls placed by airport staff. SAMSS (ServiceTec's Airport Managed Service Solution) is a flexible and cost-effective IT service management solution that delivers end-to-end Incident and Problem Management of Common Use and Transfer Kiosk services. SAMSS already currently supports Schiphol International, London Heathrow and Munich airports.
"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 first phase of the installation project - 96 workstations plus perppherals. 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 has been the partner of choice for airports of all sizes looking for specialized, independent and expert support of a wide range of kiosks since the mid 1990's when the company was selected by Schiphol International Airport to provide implementation and support services for the world's first CUSS kiosks. Today, ServiceTec remains at the forefront of kiosk maintenance and support.
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.
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