MAY 2017www.sitauniversity.aero

DRIVING END-USER ADOPTION

POSITIONING PAPER [DOCUMENT DESCRIPTION FOOTER) | © SITA 2013 3SITA UNIVERSITY TRAINING BROCHURE | © SITA 2017

COMPANY DETAILSCompany Details: SITA

Division: Passenger Solutions Line

Website: www.sita.aero

CONTACT DETAILSContact: Jonathan Jowett

Title: Senior Manager - CAS Landline: +44 (0)20 8756 8351

Mobile: +44 (0)789 4806727

Email: jonathan.jowett@sita.aero

GROUP INBOXEmail: SITAUniversity@SITA.Aero

Copyright © SITA Information Networking Computing UK Limited Inc 2017

Confidential Information

All Rights Reserved

Copyright statement: The information contained in this document is the property of SITA or the property of third parties who have provided information to SITA. No part of this document may be reproduced, stored in a retrieval system, or transmitted in any form, or by any means; mechanical, photocopying, recording, or otherwise, without the prior written consent of SITA. Under the law, copying includes translating into another language or format. Legal action will be taken against any infringement. The information contained in this document is subject to change without notice and does not carry any contractual obligation for SITA. SITA reserves the right to make changes to any products or services described in this document at any time without notice. SITA shall not be held responsible for the direct or indirect consequences of the use of the information contained in this document.

The SITA name, the SITA logo and the following marks are trademarks or registered trademarks owned by the SITA group of companies around the world: SITA®, iBorders®, Affinity®, iDetect®, AIRCOM®, iTravel®, iTravel Direct®, AirlineConnect®, Maestro®, AirportConnect®, Runway®, AirportVision®, CUTE®, SITAPlus®, DesktopConnect®, SITATEX®, FleetWatch®, Skyform®, Graflite®, WorldTracer®, Horizon®, SITA Create Success. Together®.

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COMPANY NAME AND CONTACT INFORMATION

CONTENTS

COMPANY NAME AND CONTACT INFORMATION 3

INTRODUCTION 4

LEARNING OBJECTIVES 5

ONLINE LEARNING 6

STANDARD COURSES 9

CUSTOM COURSES 12

MEET SOME OF THE TEAM 14

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The only thing that you can rely on for certain, is that the way we work and the things that we do tomorrow, will be different to the way we do it today. Software, hardware, processes, systems and people are constantly changing and the pace of change challenges all of us, both individually and collectively.

Your organization competes with others at global, regional and local levels, and although you may have differentiators today – there is no guarantee that they will remain as differentiators tomorrow. The only real difference between you and your competitors is you and the people in your organization.

• Do you recognise that things are changing?

• Are you embracing change?

• How effectively are you able to deal with change?

In order to stay competitive then, we must all invest in acquiring new skills and knowledge so we can work differently. The mission of SITA University is to help our subscribing customers gain a durable competitive advantage.

Please take a look through this brochure and if you have any questions, then please don’t hesitate to contact me directly or your account representative.

JONATHAN JOWETT SENIOR MANAGER - CUSTOMER APPLICATION SUPPORT

SITA UNIVERSITY SITAUniversity@SITA.Aero

SITA UNIVERSITY TRAINING BROCHURE | © SITA 2017SITA UNIVERSITY TRAINING BROCHURE | © SITA 2017

Learning Objects are the basic construct for all of our training materials. They are the building blocks that when grouped together form training modules. A Learning Object is short (typically less than 5 minutes in duration for a learner to work through), highly focussed and easy to use. Training modules can be grouped into training courses and then courses grouped into training programmes. This sounds like fairly standard instructional design – but SITA University takes this approach a further than most.

We build Learning Objects so they are available in many different ways – this lets the learner choose how they want to learn. For example, they could interact with a Learning Object as a piece of eLearning, watch a film, download an instruction manual as a MS Word document, or print a Quick Reference Guide.

DID YOU KNOW?KNOWLEDGE WORKERS SPEND 38% OF THEIR TIME SEARCHING FOR INFORMATION

AVAILABLE IN MANY LANGUAGESSITA UNIVERSITY CAN CREATE LEARNING CONTENT IN OVER 30 DIFFERENT LANGUAGES – SO WHATEVER COUNTRY YOUR LEARNERS ARE IN, WE CAN MAKE IT LOCAL AND RELEVANT TO THEM

INTRODUCTION LEARNING OBJECTS

Learning Object form the building blocks for modules, courses and program

TRAINING PROGRAM

LEARNINGOBJECT

MODULE

COURSE

LEARNINGOBJECT

MODULE

COURSE

LEARNINGOBJECT

MODULE

COURSE

CUSTOMER LOGO

CUSTOMER LOGO

CUSTOMER LOGO

OUT OF CLASS PRACTICE AND APPLY OUT OF CLASS

BEFOREPREPARE

DURINGIN CLASS

AFTERCHECK AND EXTEND

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ONLINE LEARNING

SITA UNIVERSITY LMSLearning Management Systems (LMSs) are used to host training content, and distribute that content to learners. As a learner accesses the LMS they send tracking information back which is stored in a database – tracking their progress as they work through a course. The SITA University LMS is packed full of content on SITA products with new courses and modules arriving online at regular intervals.

Learners can earn certificates, points and achievement badges as they complete training that is assigned to them, or training that they enrol themselves on from the course catalogue. We’re different from some companies, in that once you have access to SITA University LMS, then you have access to all of the courses that we have built.

There are very minimal system requirements for using SITA University – you need either a PC, tablet or phone and we recommend an internet connection of 5MB/s or better, although it’s usable with much slower connection speeds. The major benefits of SITA University to you, are:

• Access training from anywhere, anytime.

• Run reports to find out who has completed their training and who has not.

• Learners can go at their own pace.

• Learners can experiment in software simulations safely and without impacting production systems.

• Reduced costs compared to traditional classroom training with a lower environmental impact (due to no travel to classrooms).

• Courses are delivered consistently – meeting certification needs.

SITA University LMS – learner view

SITA University LMS – in a software simulation

Learning Objects on a mobile device, in Russian language

CUSTOMISED BRANDING AND CONTENTIf you prefer to have an LMS which is branded to your colour scheme and logo, then we’ll be happy to build it for you. We can create a custom ‘instance’ of SITA University which comes pre-loaded with the courses you select. SITA University will build and maintain the server for you at incredibly cost effective prices – providing a fully managed SaaS facility and reducing your total cost of ownership.

WOULD YOU LIKE YOUR OWN LMS?WITH YOUR OWN LMS YOU CAN ADD YOUR OWN CUSTOM-BUILT CONTENT TO IT. IF YOU NEED HELP AND ADVICE ON HOW TO CREATE CONTENT, WE CAN HELP YOU SELECT APPROPRIATE TOOLS, TRAIN YOU IN THE USE OF THEM, OR IF YOU PREFER, SITA UNIVERSITY CAN CREATE CUSTOM CONTENT FOR YOU.

TRAINING PROGRAM

LEARNINGOBJECT

MODULE

COURSE

LEARNINGOBJECT

MODULE

COURSE

LEARNINGOBJECT

MODULE

COURSE

CUSTOMER LOGO

CUSTOMER LOGO

CUSTOMER LOGO

OUT OF CLASS PRACTICE AND APPLY OUT OF CLASS

BEFOREPREPARE

DURINGIN CLASS

AFTERCHECK AND EXTEND

SITA University LMS – an individual ‘instance’ with custom branding applied

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KNOWLEDGE LIBRARYOnce you have access to SITA University LMS, then you are also entitled to use the Knowledge Library for free.

The Knowledge Library holds broadly similar information to that held in SITA University LMS – but it is catalogued and indexed in a different way. The search box works just like Google – allowing users to enter search terms to quickly find information that they need. The real power of the search lies in not just searching titles, descriptions and other meta-data stored at a Learning Object level, but it actually searches through the content of the Learning Objects themselves.

We also use a social rating system on Learning Objects – where users of the Knowledge Library can quickly rate content on a 5 point scale, making the most popular content easy to spot in search results. Furthermore, intelligent curating of Learning Objects in the Knowledge Library allows users to filter what they see based on business processes, interesting topics, job roles and courses.

SITA Knowledge Library shown in Russian mode

THE COMBINATION OF THESE TOOLS MEANS THAT YOUR WORKERS SPEND LESS TIME SEARCHING FOR INFORMATION AND MORE TIME BEING PRODUCTIVE.

Courses are designed with ‘generic’ learners and achieving best practise in mind. The courses are SITA branded and within applications we use generic data. For most customers, our experience shows that this is not a problem, but if you have heavily customised your applications both in terms of functionality and data, then these courses may not be appropriate for you.

Many of our courses use blended solutions, where we construct the course using different delivery methods – e.g. eLearning, webinar and classroom modules. This technique is in-line with industry best practices and creates the most value in an instructor-led session.

Please note that all of our courses are written and delivered in English (US) and our catalogue is constantly changing. Please contact us at SITAUniversity@SITA.Aero to check for courses of interest.

ELEARNING COURSE PRODUCT LISTOur eLearning catalogue is changing – rapidly. This is because we are constantly adding new courses to it for both our existing systems, but also for out new, Next Generation systems. Please contact us at SITAUniversity@SITA.Aero and request our eLearning catalogue to ensure you are fully aware of all the eLearning courses we have on offer.

CLASSROOM COURSESAirfare Price

This course is designed to teach the user the basic Fare Display, Pricing, and navigation features necessary to utilize the Airfare Price application in their day-to-day functions, as well as in testing and troubleshooting fare discrepancies and pricing responses.

Airfare Reprice Refund

This course is designed to teach the user how to perform and interpret an automated reprice and/or refund within a given itinerary reservation.

Electronic Miscellaneous Document

This course is designed to teach the purpose of EMD and the steps on how to issue an EMD both from an existing PNR and where there is no PNR available. It also provides a detailed explanation on how to use different action codes and how to identify an EMD on the sales report.

Horizon Service Fees

This course is designed to teach the features and functions of Horizon Service Fees (HSF). HSF with Auto EMD is a value added feature of SITA Airfare Price. HSF allows airlines to sell additional services (ancillary fees) to passengers, including meals, in-flight entertainment, upgrades, etc., resulting in additional revenue for the airline. Additional product features are also available for SITA DCS customers.

SITA DCS Check-In

The Check-In course is designed to cover three modules: Airline Database, Check-In Transactions, and Implementation Procedures. This training could be abbreviated and/or modified contingent upon the number of participants, degree of proficiency, industry knowledge, previous automated experience and the number of aircraft and stations to be automated.

COURSES

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SITA DCS Load Planning

The Load Planning course is designed to cover two modules: Airline Aircraft Database and Agent Transactions. This training could be abbreviated and/or modified contingent upon the number of participants, degree of proficiency, industry knowledge, previous automated experience and the number of aircraft and stations to be automated. SITA Departure Control Services

SITA Reservations - Agent Training

The SITA Reservations Agent training course is the first phase of the complete SITA Reservations training package. SITA Reservations allows the airline’s agents to build and manage their passenger’s journey in a secure and confidential way.

SITA Reservations Inventory Control

The SITA Reservations Inventory Control Training Course is the second phase of the SITA Reservations package. It teaches the airline s Control Agents how to use the different tools and techniques to control the load/revenue factor for their flights. This training will also familiarize them with all Static Files and Parameters needed to configure and personalize our SRES system for better results.

This training is designed for airline personnel who directly manage Inventory Control, Revenue Management, Schedule Loading and Agent File Handling.

SITA Code Share

SITA Code Share is an additional feature of the SITA Reservations package. Code Share allows the airline to meet all necessary industry standard rules to enter into agreements for a common operation with their selected interline partners.

This training is designed to cover the necessary features and functionality to prepare airline’s personnel who will be directly controlling the Reservations handling of Code Share agreements.

SITA Inventory Special Service Requirement (ISSR)

SITA ISSR is an additional feature of the SITA Reservations package. It allows the airline to automatically control the amount of special service requests from passengers for a flight. This feature is really helpful in controlling those special requests that require extra care in handling.

This training is designed for airline personnel who will be handling the Reservations Inventory Special Service Request allowances.

Airfare Data Builder #1

A train-the-trainer course that provides your personnel with the training and support documentation that will enable you to maintain your own carrier data, including fares, rule instructions, routings, add-ons and add-on zones.

Airfare Data Builder #2

This is a 2-module course for customers who do not have automated rules coding experience. Module 1 (5 days), focuses on the concepts and processing of automated rules and introduces for coding Categories 1, 2, 3, 5, 6, 7, 8, 9, 11, 18, 19 and 50. Module 2 (5 days), progresses to coding Categories 4, 10, 12, 13, 14, 15, 16, 17, 20, 21 and 22, including General Rule coding and Reservation Booking Designators (RBDs) coding.

Airfare Data Builder #3

This course is for customers who are experienced automated rules coders. During the course, you learn to navigate through the automated rules coding screens in Airfare Data Builder (ADB). The first 3 days are mandatory where you are encouraged to practice coding all rule and footnote categories except 25, 35, 31 and 33. On Day 4 you practise coding Categories 25 and 35, and Day 5 is dedicated to the familiarisation of the screens in Categories 31 and 33.

Airfare Data Builder #4 (Fare by Rule and Negotiated Fares)

This course is for customers who would like to learn how to code Categories 25-Fare By Rule, and 35-Negotiated Fares. The first section of this 3-day course instructs you to maximise the benefits of generating multiple fares from existing fares without having to file them as additional specified fares with additional rules. The second section of the course addresses the ability to create negotiated fares with various automated selling, ticketing and re-selling conditions.

Airfare Data Builder #5 (Voluntary Changes and Refunds)

This course is for customers who would like to learn how to code Categories 31-Voluntary Changes, and 33-Voluntary Refunds. The first section of this 3-day course instructs how you code ticket revalidation and ticket re-issue conditions for subsequent processing in an automated re-price/refund pricing system. In the second section of the course, you learn to code the refund and cancellation conditions of a rule, in order that they can be processed in an automated re-price/refund pricing system.

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STANDARD WEBINAR COURSESHow To File Category 25/31/33/35 Rule TemplatesThis course is for customers who would like to learn how to file Category 25 – Fare By Rule module, Category 35 – Negotiated Fares module and/or Category 31 – Voluntary Changes/Category 33 – Voluntary Refunds, with SITA via the SITA Rule Template. SITA would then complete the automated rules coding for these categories on your behalf. Each training module includes the benefits of using the category and how to complete the template and submit it to SITA.

This is web training, 2 to 3 series of 2hrs each for each module. You can attend one, two or all three modules. These courses must be completed before each respective category data is filed with SITA.

Horizon Customer ProfileThis course is for customers who have subscribed to Horizon Customer Profile and SITA Reservations Desktop. The “flipped” webinar format requires eLearning to be completed before scenario-based training commences looking at generic scenarios that could occur in any airline. On successful completion of the generic scenario based training students have the opportunity to think about any specifc scenarios that could come up in their airline and then these are covered in a further webinar.

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SELF BUILDUsing our extensive – and rapidly growing pool of Learning Objects available in the library, we can let you build your own custom modules, courses and programmes by assembling the Learning Objects you want into any desired order and for any job role that you have in mind. This really is an incredibly effective and flexible way of customising the content that your learners need. This works – because the principle of a Learning Object is that it is a very granular piece of content which once build can be arranged and published in different ways. We will help and guide you through the self-build process, giving you access to all of our Learning Objects and recommending the ones that we think are appropriate for you. Ultimately however, you can build the courses you want in the way you want them.

If there is some content missing from our pool – then we’ll work with you to fill in the gaps and agree delivery timelines with you.

COMPLETELY CUSTOMIf your content needs to be 100% customised – then we can do this. This could be the creation of totally new Learning Objects or re-using and adapting existing Learning Objects. Some of the reasons why you may want to do this are:

• Learning Objects branded with your colour scheme.

• Content creation on non-SITA products (we’re happy to help you build training materials on non-SITA products – our consultants have a wide range of industry experience which makes their skills very transferrable).

• Specific methods or processes that would not be covered in ‘generic’ training materials.

• To cover very specific information in a very compressed timeframe.

CUSTOMIZE YOUR COURSES

MIX IT UP AND BUILD A BLENDED SOLUTIONREMEMBER THAT WE HAVE A POOL OF TALENTED INSTRUCTORS – SO IF YOU WOULD LIKE TO BUILD A BLENDED SOLUTION, FOR EXAMPLE WITH ELEARNING PREREQUISITES, THEN INSTRUCTOR LED TRAINING (CLASSROOM OR REMOTE), FOLLOWED BY AN ONLINE TEST AND KNOWLEDGE CHECK , THEN WE CAN!

FLIPPED CLASSROOMFlipped classrooms are ideal for maximising high-value instructor time and SITA University is adopting this approach for our Horizon training. If this concept is new to you, then please continue reading to find out more about it.

The concept is a relatively new and novel way of maximising the time that is spent with an instructor. In most classroom situations, the instructor will spend a large proportion of their time simply passing on information. This information exchange could often have been done using other methods, e.g. simply reading, watching a video, doing some eLearning, or working on a research exercise. The flipped classroom aims to eliminate this low value information exchange activity from the classroom and maximize the time that a student spends performing practical exercises that are facilitated by the instructor.

The way it works is simple:

• The instructor assigns prerequisite learning module(s) to the students and gives them a timeframe to complete it in. This is like the homework concept many of us had when we were at school, but you are given the homework before you attend the class.

• The students then attend the class, but rather than going through the homework in detail, the instructor only addresses any issues or misunderstandings that have arisen from the homework and has a question and answer session.

• Practical exercises are assigned in the classroom, so 90% of the classroom time is spent ‘hands on’, rather than a much lower percentage typical in traditional training.

• Optionally, a knowledge check or ‘mastery’ can be built in, either into the classroom session directly, or as an enforceable post-classroom requirement. The student cannot move on to the next course in a programme, until they have demonstrated mastery.

Introducing the concept of a flipped classroom

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SITA UNIVERSITY TRAINING BROCHURE | © SITA 2017

MEET SOME OF THE TEAM

SHARIFFA ALJUNID ASSOCIATE PROJECT MANAGER SINGAPOREShariffa is a trainer and subject matter expert on SITA core applications. With 28 years in the Air Transport Industry, Shariffa primarily works with the SITA Airfare Price and Airfare Data applications in the APAC and MEIA regions.

RICARDO FERRER VIZCAINO EXPERT CUSTOMER APPLICATION SUPPORT MADRID - SPAINMulti-lingual trainer, consultant and documentation expert Ricardo worked for a Spanish regional carrier before joining SITA. He supports a broad range of our products and has IATA Diplomas on Aircraft Weight and Balance and Ticketing.

ADDIS ESHETU HORIZON TRANSITION PROGRAMME ATLANTA - USAPMP® and ITIL® qualified, Addis has lead the way in the delivery of flipped classroom training delivery. Primarily working on Horizon Weight & Balance and Horizon DCS.

RASHMI SINGH SENIOR INSTRUCTIONAL DESIGNER DELHI - INDIAOver 17 years experience as an instructional designer. Rashmi has worked on a variety of soft-skills and technical courses to support both SITA internal and external customer needs.

BHAWNA MEHTA INSTRUCTIONAL DESIGNER DELHI - INDIABhawna is a dedicated producer of high quality learning content across all SITA products. She has over 8 years of experience in training curriculum development, courseware designing and development, and technical documentation for instructor-led, online, EPSS, and blended learning

SERGIO E HERRERA LEAD ANALYST ATLANTA - USAA professional with over 25 years experience in the aviation sector Sergio is a multi-lingual trainer covering fares, product demonstrations, training and implementation support.

DANCHO DENCHEV LEAD ANALYST - CUSTOMER APPLICATION SUPPORT SOFIA TOWN - BULGARIAOver 25 years in the airline industry with comprehensive knowledge of reservations, ticketing and EMD. Dancho supports our customers in many regions, including Europe, Africa, Caribbean and Asia.

SANJAY BHATNAGAR SUBJECT MATTER EXPERT DELHI - INDIAA SITA core application expert with 19 years experience, Sanjay primarily works on ticketing in the APAC and MEIA regions.

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CLASSROOM & WEBINAR DELIVERY ELEARNING & TRAINING DOCUMENTATION

All of our trainers also work on implementation projects, meaning they have real-life experience of how our products are used in practice.

“THE COURSE WAS RICH IN INFORMATION AND EASY TO UNDERSTAND”

“THE INSTRUCTOR WAS VERY PATIENT AND EXPLAINED THE PROCESS STEPS CLEARLY”

“THE SYSTEM IS SO EASY IT TOOK LESS TIME THAN EXPECTED TO LEARN HOW TO USE IT”

ANURAG SINGH INSTRUCTIONAL DESIGNER DELHI - INDIAAn Instructional Designer with over 3 years of experience in content development and instructional design. Anurag has developed end-to-end training strategy and content for new technology adoptions, IT support, Networking, and Sales & Marketing.

JASNEET KAUR INSTRUCTIONAL DESIGNER DELHI - INDIAA technical writer, documentation and training content developer, Jasneet is a dedicated producer of high quality learning content across all of SITA’s products.

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© SITA 2017 All trademarks acknowledged. Specifications subject to change without prior notice. This literature provides outline information only and (unless specifically agreed to the contrary by SITA in writing) is not part of any order or contract.

For further information, please contact sita by telephone or e-mail:

Americas+1 770 850 4500 info.amer@sita.aero

Asia Pacific+65 6545 3711 info.apac@sita.aero

Europe+41 22 747 6111 info.euro@sita.aero

Middle East, India & Africa+961 1 637300 info.meia@sita.aero

SITA AT A GLANCE

The air transport industry is the most dynamic and exciting community on earth – and SITA is its heart.

Our vision is to be the chosen technology partner of the industry, a position we will attain through flawless customer service and a unique portfolio of IT and communications solutions that covers the industry’s every need 24/7.

We are the innovators of the industry. Our experts and developers keep it fuelled with a constant stream of ground-breaking products and solutions. We are the ones who see the potential in the latest technology and put it to work.

Our customers include airlines, airports, GDSs and governments. We work with around 450 air transport industry members and 2,800 customers in over 200 countries and territories.

We are open, energetic and committed. We work in collaboration with our partners and customers to ensure we are always delivering the most effective, most efficient solutions.

We own and operate the world’s most extensive communications network. It’s the vital asset that keeps the global air transport industry connected.

We are 100% owned by the air transport industry – a unique status that enables us to understand and respond to its needs better than anyone.

Our annual IT surveys for airlines, airports and passenger self-service are industry-renowned and the only ones of their kind.

We sponsor .aero, the top-level internet domain reserved exclusively for aviation.

In 2013, we had consolidated revenues of US$1.63 billion.

For further information, please visit www.sita.aero