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≡ AMS CAPABILITIES
» Operations
» Maintenance
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AMS Operations Capabilities
Rapid Response
First-Level Technical Support
Network Monitoring
Electronic Dispatching
Trouble Tickets
Preventive Maintenance
Problem Management
Asset Management
Service Desk
SLA Management
Customizable Reports
≡ CONTACT US
Want to know more about ARINC Managed Services?
Contact us today for additional information: ams@arinc.com
Or call :
(410) 956-3050
Real-time Business Process Management
of Airport IT Systems
Imagine...one company that can actively monitor the business processes involved in airport systems maintenance. Complex systems such as asset management, preventative maintenance and break/fix maintenance managed for you with a single, comprehensive, real-time solution for your IT support needs. You don’t have to imagine it—ARINC Managed Services (AMS) provides just that and more.
How? AMS has transformed the traditional help desk/call center model and customized it to create the AMS Service Desk: a full-service, one-stop resource for the maintenance and support of all airport IT systems—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 and/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.
AMS’ Business Process Management System
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) is 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 preventative maintenance can be an overwhelming task when managing an airport. Through our automated processes, routine scheduling and electronic dispatching, we ensure that preventative 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 preestablished 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. When you need one company that can provide the critical Business Process Management that will keep your airport system up and running, call AMS.
