Airports have thousands of workstations, machines, software, and safety measures that need to be maintained for smooth operations. Failing to quickly address and rectify issues, such as malfunctioning boarding pass scanners, check-in workstations, luggage belts, or scanners for critical assets like safety hatches, can lead to disruptions. These disruptions in turn lead to thousands of people being affected or worse—the loss of human life. So, it is vital that IT and non-IT maintenance teams in airports are equipped with the right tools to keep all these components in check.
Just like any service delivery team, airport maintenance teams can greatly benefit from a unified service desk for airport management with a federated approach to managing incidents, monitoring components, and tracking their health.
With so many mission-critical services that need to be maintained, airport maintenance teams cannot afford to be slow to respond to issues. Slow maintenance efforts or maintenance delays can lead to major disruptions in critical services across the airport, the stranding of thousands of travelers, or, in worst case scenarios, the loss of human life.
Boston's Logan International Airport and New York's John F. Kennedy International Airport suffered long delays in May 2021 due to a hardware issue that affected check-ins.
The vast IT and non-IT infrastructures of an airport include a lot of workstations, sensors, scanning machines, luggage belts, display monitors, software, and HVAC systems. Siloed management of these assets offers a skewed, incomplete view of the airport's infrastructures.
It is important to integrate asset management with incident management to keep track of problematic assets, identify assets that are down or affected by issues, and manage the maintenance activities of these assets. A fragmented view of the infrastructures prevents maintenance teams from identifying how incidents affect the rest of the airport's services and operations.
George Bush Intercontinental Airport faced HVAC issues in June 2023 that affected thousands of travelers, with temperatures rising up to 80 degrees Fahrenheit.
Thousands of mission-critical endpoints need to work together for the successful operation of an airport. Each of these endpoints is at risk of failing and causing disruptions at any time, like a malfunctioning boarding pass scanner that slows down boarding or a compromised security scanner that brings operations to a halt.
Lexington's Blue Grass Airport suffered delays in July 2022 due to TSA screening machines going down.
Just like any organization, an airport makes a variety of changes to its infrastructures, from upgrading patches across workstations to installing new luggage belts, display monitors, and security scanners. Poorly planned changes result in unplanned downtime and unintentional disruptions to other operations or services. Changes require careful planning and proper approval before implementation.
The TSA decided to upgrade scanning machines across several airports in April 2022. Unfortunately, the scanning machines were slow, and the personnel were not sufficiently trained to handle them. This resulted in delays across airports, showing how important it is for airports to plan out changes carefully and do proper testing before implementation to eliminate unplanned downtime.
When a major disruption strikes an airport, the main objective is to restore services as soon as possible, and more often than not, the root cause of the issue is ignored. This leaves the door open for similar issues to strike again in the future. Airports constantly face issues across both IT and non-IT infrastructures, including scanner crashes, workstation malfunctions, HVAC failures, and luggage belt breakdowns.
It is vital for maintenance teams to ascertain the root causes of recurring issues to identify holes in their infrastructures or processes. An effective problem management approach helps you build resilience so you can withstand the challenges your airport faces and deliver excellent, safe experiences for travelers.
Establish a unified service management platform to maintain all the aspects of your airport's IT and non-IT infrastructures.
Equip maintenance teams with the right tools to manage issues on a single platform and keep airport operations running while minimizing disruptions.
Gain complete visibility into IT and non-IT assets via a central inventory for better, easier management.
Adopt a proactive approach to airport maintenance by leveraging ServiceDesk Plus' powerful integrations with a variety of IT management tools. Take command of any issues concerning mission-critical services and endpoints.
Let poorly planned changes be a thing of the past with multistage change enablement in ServiceDesk Plus.
Strengthen processes and infrastructures by eliminating underlying issues that can lead to major disruptions.