AMS Operations—for When IT Matters Most

Real-Time Business Process Management of Airport IT Systems

ARINC Managed Services: One company that can actively monitor the business processes involved in airport systems maintenance, including complex systems such as asset management, preventive maintenance, and break/fix maintenance, managed for you with a single, comprehensive, real-time solution for your IT support needs.

From passenger check-in to parking access and revenue control systems, our airport-specific IT service module actively monitors the business processes involved in maintaining airport systems and can be tailored for each customer or system. We can provide a complete solution or augment your existing infrastructure. What does this mean? With AMS, you receive greater value, flexible terms, and unconditional accountability.

The AMS Business Process Management System

AMS has pioneered the use of Business Process Management (BPM) in the airports environment. Essentially, BPM uses tools and techniques to control and analyze operational business processes—basically, repetitive business processes performed by organizations as part of their day-to-day operations. So, why is this important to airports? Because BPM systems monitor the execution of the business processes, so that airport managers can analyze and change processes in response to data, rather than intuition.

Our BPM Solution includes:

Rapid Response: Our Service Desk provides a toll-free, 24x7 call center service to customers in over 85 countries. A highly trained staff supported by the best in automated call-distribution systems ensures customers receive rapid response. As a result, incoming calls are answered within 20 seconds 90% of the time.

First-Level Technical Support: First-call resolution means the majority of incidents are resolved as quickly as possible. Basic troubleshooting over the phone results in many issues being resolved in seconds.

Network Monitoring: Our maintenance philosophy is to assume ownership of each system we’re responsible for—we stay on top of things so that small issues don’t become big problems. Our Service Desk and Network Operations Center (NOC) are equipped with monitoring tools to spot and repair problems.

Electronic Dispatching: Our worldwide coverage means consistent service, no matter where you are. With more than 250 partners worldwide, AMS can draw on a wide variety of technical resources for immediate clear-cut communication.

Trouble Tickets: The key to quick resolution is to effectively manage and track open issues. Whether it’s a customer call or part of a technician’s preventive maintenance check, a trouble ticket is generated and the incident is tracked until it’s resolved.

Preventive Maintenance: Performing preventive maintenance can be an overwhelming task when managing an airport. Through our automated processes, routine scheduling, and electronic dispatching, we ensure that preventive checks are performed frequently.

Problem Management: Working with a single integrated maintenance team offers advantages. We can spot trends and correct problems faster than when working with multiple maintenance providers. We analyze problem reports to identify trends and create a comprehensive list of common problems. This enables us to identify areas for process improvement and ultimately reduce trouble calls and increase customer satisfaction.

Asset Management: Our asset management system tracks your equipment so that you don’t have to. We establish a bar-coded inventory list to enable warranty tracking, location, and repair status. Regular system updates result in up-to-the-minute equipment data any time it is required. Our asset management system tracks an equipment inventory list, bar-codes the equipment to enable warranty tracking, location, and repair status. Regular system updates result in up-to-the-minute equipment data any time it is required.

Installs-Moves-Adds-Changes (IMAC) Management: Our Service Desk provides you with a single point of contact for IMAC activities. We manage, track, and report these activities to keep you fully apprised of their status.

SLA Management: At AMS, we work with you up front to develop appropriately defined performance standards, giving you a guaranteed level of service at a pre-established price. We provide you with regular reports that compare SLA standards to actual performance.

Customizable Reports: Comprehensive reports prove that AMS delivers. You can select the types of status reports you need, the frequency and the format. In addition, all dispatch information is entered into a database and analyzed for predictive maintenance purposes.

Technical Excellence: Our industry experience, technical knowledge, automated tools, and highly skilled staff means that we are fully capable of resolving your IT problems. We are committed to industry quality initiatives such as ISO, ITIL, and PMP certification.

AMS Guarantees its Results

Over 75 years in the air transport industry means we understand the hectic operational environment our customers operate in each day. From common-use work stations to parking access and control systems, AMS is there keeping your systems running smoothly.