Written by Adriano Di Placido
Since going live in June at Vancouver Airport, the local ServiceTec team has been busy establishing a quality service for our customers. There have been many process improvements made in how we deliver our services, mainly in the areas of incident management, daily tasks, preventative maintenance, and in working with our team to ensure a customer-driven approach in IT service delivery following ITIL best practice.
Some of the YVR team’s achievements include:
- Establishing regular customer meetings where the service is discussed and recent results/metrics reviewed. This has proven very successful in allowing us to build a trusting relationship with our customers.
- The team has consistently achieved Service Level Agreement (SLA) success in meeting our contractual commitments.
- Working with YVR to establish a very clear ITSM tool dashboard where all daily tasks and incidents are tracked and available in real-time.
- Awarding the first Quest Award to Ben Williams in October for his assistance with coverage during the service transition, supporting new employees, and consistently sharing his knowledge of the airport environment.
- The team has successfully completed a high-profile Windows 11 migration for the YVR corporate user base. This received very positive feedback from our YVR customers.
- Conducting a tech room clean-up. This has allowed for improved asset management and availability.
- Improving Preventative Maintenance techniques, and adding assets such as E-Gates, PIK Kiosks, and FIDS to the PM rotations.
The team also had the opportunity to welcome David and Lynne for a site visit in October and showcase the site. The customer meetings we had were very positive and strengthened our relationship at the executive level. The day was capped off with a wonderful team dinner at a local seafood restaurant where the team were able to mingle and get to know David and Lynne in a social atmosphere.
Thank you to Agness and her team for all of your efforts in continuing to deliver a quality service at YVR.
