SLA Management from Digital Fuel Is Selected By SITA to Enhance Service Level Management

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Air transport IT/business services leader augments its superior customer service levels with systematic setup, delivery, management and reporting on customer and supplier services.

We are pleased that SITA has chosen to partner with us to maximize the value of its supplier management resources.

Digital Fuel, the leader in software solutions for Service Level Agreement (SLA) Management and Service Cost Management, today announced that its SLA Management solution has been selected by SITA to improve the utilization of supplier management resources and increase the productivity of customer and supplier services. SITA, the world’s leading service provider of IT business solutions and communications services to the air transport industry (ATI), expects to enhance customer service and supplier management workflows across the organization.

More Than a Platform for SLA Management Needs

“Digital Fuel collaborated with our team to deliver more than a platform to meet our existing SLA management needs,” said Francis Venant, Head of Supplier Service Management, SITA. “In addition to meeting our current need for a solution to help improve the level of service we can offer our customers today, Digital Fuel provided a platform that can support major business requirements such as regular performance reporting, proactive analysis of performance shortfalls, and productizing standard SLAs. As our business grows, Digital Fuel’s SLA Management solution will improve the visibility and traceability of product and service performance from both our customers and suppliers with a single standard platform.

Improving Service Level Management through Workstreams

Powered by Digital Fuel, the SITA SLA Management program aims to improve multiple facets of customer services levels and supplier management through a number of project initiatives called workstreams. These workstreams include:

  •     Supplier/Prospects Data Management, Selection & Evaluation and Collaboration
  •     Supplier Services and SLA Management
  •     Customer Services and SLA Management
  •     Supplier Contract Management

The initial phase of SITA’s SLA Management project includes the deployment of a platform solution to meet the business requirements of enhanced Customer and Supplier Services and SLA Management workstream.

“As an industry-leader in managing complex communications solutions for the air transport industry, the efficient and effective management of service level agreements across customers and suppliers is critical for SITA’s business,” said Yisrael Dancziger, CEO of Digital Fuel. “We are pleased that SITA has chosen to partner with us to maximize the value of its supplier management resources.”

Digital Fuel’s ServiceFlowTM SLA Management solution is expected to positively impact a number of SITA business areas, along with a number of existing systems and processes already in place. The initial phase of SITA’s SLA Management project provides the platform for SITA to successfully manage SLAs with its customers and suppliers. The project scope includes establishing a baseline against which to evaluate existing service levels of managed supplier products and services and provide standardized fully packaged SLA offerings with SLA templates, service levels targets and performance reporting for SITA customers.

About SITA

SITA is the world's leading service provider of IT business solutions and communications services to the air transport industry. SITA manages complex communication solutions for its air transport, government and GDS customers over the world's most extensive communication network, complemented by consultancy in the design, deployment and integration of communication services. Its extensive range of airline and airport IT applications and services includes airport operations and integrated baggage services, common use and desktop services, flight operations and air-to-ground communications and end-to-end airline distribution and fares services.

SITA has two main subsidiaries: OnAir, which is leading the race to bring in-flight mobile telephony to the market, and CHAMP Cargosystems, the world's only IT company solely dedicated to air cargo. SITA also operates two joint ventures providing services to the air transport community: Aviareto for aircraft asset management and CertiPath for secure electronic identity management. In addition SITA sponsors .aero, the Internet top level domain reserved exclusively for aviation.

SITA covers 220 countries and territories and the head office is in Geneva, Switzerland. SITA had aggregated revenues of US$ 1.554 billion in 2005 (€ 1.295 billion).

Further information can be found at

About Digital Fuel

Digital Fuel is the leading provider of SLA management and service cost management solutions, helping service providers and shared services organizations manage the performance, financial, and regulatory aspects of IT and business services. Digital Fuel has the largest deployments for SLA and service cost management in the world, with thousands of concurrent users, SLAs, KPIs and metrics. With Digital Fuel’s patented visual approach, customers are deployed rapidly to quickly drive value from automating the management of service level agreements with their customers and vendors. ServiceFlow manages billions in business and IT services for global companies such as Procter & Gamble, General Electric, Cummins, IBM, Siemens Business Services, O2, Telefonica, Atos Origin, and CSC. Digital Fuel is headquartered in San Mateo, California, with offices across North America and Europe. Learn more at

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Bonnie Harris