PSS (Passenger Service System) Management
Corporate Support Functions › Information Technology · 17 L4 steps · 5 phases · 7 decision gates · Updated 2026-03-19 22:22
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Process Flow Diagram (BPMN)
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L4 Process Steps
| Step | Step Name | Role / Swim Lane | System | Input | Output | KPI | Dec? | Exc? |
|---|---|---|---|---|---|---|---|---|
Phase 1 1.1 |
Monitor Altéa PSS platform availability | PSS Operations Engineer | Datadog / AWS CloudWatch | Real-time telemetry from Amadeus Altéa hosting environment | Availability dashboard; automated alert triggers on SLA breach | PSS availability ≥99.95% (Amadeus contractual SLA); P1 alert threshold <99.9% | N | N |
| 1.2 | Execute daily Altéa module health checks | PSS Operations Analyst | Amadeus Altéa DCS / Amadeus Service Hub | Scheduled daily runbook; prior incident tickets; check-in profile inventory | Health check report; open defect log with severity classification | 100% of critical Altéa modules checked daily; zero unchecked P1 defects at day-start | N | N |
| 1.3 | Assess PSS capacity against booking surge forecast | PSS Platform Architect | Amadeus SkyCAST / AWS CloudWatch | Demand forecast from SkyCAST; current PSS TPS (transactions per second) baseline | Capacity risk assessment; Amadeus capacity uplift request if threshold breached | PSS transaction throughput ≥3,000 TPS at peak; platform headroom ≥20% above forecast peak | Y | Y |
Phase 2 2.1 |
Log PSS change request in ITSM | Business Systems Analyst (IT-Commercial) | ServiceNow | Business enhancement request or Amadeus scheduled release notification | Change request (CR) record with impact assessment template; priority classification | 100% of PSS changes logged in ServiceNow before implementation; backlog reviewed weekly; zero untracked production changes | N | N |
| 2.2 | Conduct PSS change impact assessment | PSS Solutions Architect | Confluence / ServiceNow CMDB | Change request record; Altéa module dependency map; active integration inventory | Impact assessment document; list of affected downstream systems (DCS, FFP, GDS feeds, CUTE, APIS) | Impact assessment completed within 3 business days of CR submission; zero unassessed downstream touchpoints at CAB submission | N | N |
| 2.3 | Present PSS change to Change Advisory Board | Change Manager / PSS Platform Owner | ServiceNow CAB Workbench | Impact assessment; test plan; rollback procedure; maintenance window request | CAB approval decision; approved maintenance window slot; emergency change flag if urgent | CAB first-pass approval rate for standard PSS changes ≥85%; emergency changes <5% of total PSS change volume | Y | Y |
| 2.4 | Deploy PSS configuration or patch to production | PSS Release Engineer | Amadeus Altéa Configuration Manager / ServiceNow | CAB-approved CR record; deployment runbook; rollback script; maintenance window confirmation | Deployed configuration or patch; CR status updated to Implemented in ServiceNow | Deployment success rate ≥98%; rollback execution ≤15 minutes if triggered; zero unplanned outages from PSS deployments | N | Y |
| 2.5 | Execute post-deployment validation and UAT sign-off | PSS QA Engineer / Business UAT Lead | Amadeus Altéa / ServiceNow | Deployment confirmation; test scripts; acceptance criteria from business owner | UAT sign-off document; CR closed or rollback initiated with RCA | UAT sign-off within 4 hours of deployment; defect escape rate from PSS releases <2%; rollback decision within 30 minutes of failed gate | Y | Y |
Phase 3 3.1 |
Detect and triage PSS service degradation | PSS Operations Engineer / NOC Analyst | Datadog / ServiceNow | Automated Datadog alert; call centre escalation; airport operations degradation report | ServiceNow incident ticket; initial severity classification (P1–P4) | Mean time to detect (MTTD) ≤5 minutes; P1 incidents triaged within 10 minutes of detection | Y | N |
| 3.2 | Engage Amadeus emergency support bridge for P1 | PSS Platform Owner / Incident Manager | Amadeus Service Hub / Microsoft Teams | P1 incident ticket; Amadeus SLA escalation threshold (>15 min outage); executive notification list | Active Amadeus support bridge; incident war room established; executive notifications dispatched | Amadeus P1 bridge engagement ≤15 minutes of incident declaration; executive notification ≤20 minutes; Amadeus MTTR for P1 platform incidents ≤60 minutes (SLA) | N | N |
| 3.3 | Activate PSS failover or CUTE operational workaround | Airport Systems Manager / DCS Operations Lead | SITA CUTE / Amadeus Altéa DCS | P1 incident active; failover runbook; CUTE offline check-in procedures; pre-staged passenger manifests | Workaround activated (CUTE local mode or paper boarding pass fallback); passenger impact report | Workaround activation ≤20 minutes from P1 declaration; zero flights missed due to check-in system failure under CUTE local mode | Y | Y |
| 3.4 | Conduct post-incident review and log problem record | Problem Manager / PSS Solutions Architect | ServiceNow Problem Management | Closed P1/P2 incident ticket; incident timeline; Amadeus root cause report | Problem record; root cause analysis (RCA) document; permanent fix backlog item in ServiceNow | RCA completed within 5 business days of P1 resolution; permanent fix scheduled within 30 days for recurring incidents; zero repeat P1s from same root cause within 90 days | N | N |
Phase 4 4.1 |
Monitor GDS and NDC API message volumes | Integration Engineer | MuleSoft API Gateway / AWS CloudWatch | Real-time GDS/NDC feed metrics; booking volume baseline; channel-level transaction logs | Integration health dashboard; anomaly alerts per GDS channel (Sabre, Travelport, Amadeus GDS) | GDS message success rate ≥99.5% per channel; NDC API response time ≤500ms (p95); zero unmonitored distribution channels | N | N |
| 4.2 | Validate APIS/PNR submission to government systems | Government Compliance Analyst / PSS Data Engineer | Amadeus Altéa / SITA Message Broker | Booked PNR data; departure manifest; CBP/TSA APIS API endpoints; schedule change notifications | APIS transmission confirmation log; error report for failed or incomplete submissions | APIS advance notification success rate ≥99.9% (US CBP mandate); failed submissions resolved ≥4 hours before scheduled departure | Y | Y |
| 4.3 | Maintain PSS-to-CUTE/CUSS airport integration | Airport Systems Engineer | SITA CUTE / Amadeus Altéa DCS | Check-in agent workstation logs; CUTE connectivity reports; DCS profile configuration | Updated CUTE profile configuration; resolved connectivity tickets; DCS sync confirmation | CUTE check-in uptime ≥99.8% across all outstations; DCS profile sync errors <0.1% of daily transactions | N | Y |
Phase 5 5.1 |
Execute quarterly PCI-DSS scope review for PSS | IT Security Manager / PCI QSA | Qualys / Amadeus Altéa Payment Gateway Integration | PCI-DSS v4.0 assessment checklist; PSS payment processing scope diagram; prior audit findings | PCI scope review report; remediation backlog items; updated scope diagram | PCI-DSS assessment completed quarterly; zero P1 findings at annual QSA audit; tokenization coverage ≥100% of card-present transactions | Y | Y |
| 5.2 | Conduct PSS user access recertification | IT Security Analyst / PSS Access Control Owner | Okta / Amadeus Altéa Identity Management | Quarterly access review schedule; Altéa role inventory; leaver/mover report from SAP SuccessFactors | Recertified access matrix; deprovisioned orphaned accounts; audit evidence package for SOX | Access review completed within 10 business days of cycle start; orphaned account remediation ≤24 hours of identification; privileged Altéa accounts reviewed monthly | N | Y |
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