IT Service Management
Both with KLM as SITA Richard Meijer has a large experience with IT Service Management. With KLM 6 years of experience from a customer perspective and with SITA over 7 years of experience from a supplier perspective.
Key points of IT Service Management that has been done over several services running at the same time are: making sure that pre-agreed Key Performance Indicators (KPI's) are being reached. Think about total availability per month, percentage incidents that are being solved within agreed time and availability per part of the service.
Reporting over the agreed KPI's in a monthly report but also managing the organization when a KPI tends to not being reached.
With both KLM and SITA IT Service Management is being performed according the recommended practise of ITIL.