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Transportation Review | Monday, July 17, 2023
The recovery of the aviation industry presents airports with a critical opportunity to assess and enhance their IT infrastructure and business processes. Adopting managed services offers a promising solution to address the challenges faced by airport IT teams.
FREMONT, CA: The current downturn in air travel presents a significant challenge for airports as it tests the resilience and strength of their IT infrastructure and business processes. The recovery process will be crucial in restoring passenger confidence and rebuilding the industry. However, understaffed and overtaxed airport IT teams need help maintaining standards and adapting to changing circumstances. Ad hoc approaches and the lack of industry-standard disciplines compound these challenges, leaving little room for innovation. Additionally, inconsistent use of technology solutions and the rise of shadow IT projects contribute to a disjointed passenger experience, undermining trust in airport safety measures. To address these issues, airports are exploring adopting managed services to enhance IT efficiency, reliability, and alignment with business priorities.
Airport IT teams have historically faced day-to-day challenges, including network outages, system crashes, and other issues that consume their time and resources. This leaves little room for innovation and disrupts the balance between maintaining operations and driving technological advancements. The reliance on external sources for innovation, such as shadow IT projects, further exacerbates the situation. Passenger-facing systems built without IT group involvement often result in IT being called upon only during outages, leading to inefficiencies and a lack of coordination.
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One of the major challenges airports face is the ad hoc addition of technology without a roadmap or clear priorities. This approach often results in a mismatch between technology solutions and airport needs. With multiple vendors using different approaches, managing work becomes inconsistent and complex. A harmonized approach is essential, encompassing a complete services bundle that includes a service catalog, change management, and a service management program. This framework ensures a common and coordinated approach to IT operations.
An efficient solution to the challenges faced by airport IT departments is the adoption of managed services. Airports frequently outsource various activities, such as fuel services and janitorial services. Similarly, working with a third-party service provider for IT services can bring valuable service management techniques and practices that airports may lack. Managed services allow airports to align IT operations with business priorities and offer IT as a service. This approach introduces essential practices such as change management, establishing a Project Management Office (PMO), and adherence to standards and IT architecture frameworks.
By leveraging managed services, airports can achieve smoother IT operations and align them with business objectives. For example, managing social distancing measures could become an IT service. Airports can create a framework that defines the requirements for this service, including project management, change management, and long-term management. This approach ensures consistency and effectiveness in implementing safety measures while streamlining IT operations.
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