The Global Link - Arinc

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November 2011 | #43 The Global Link Chairman’s Perspective Customers Are Our Link to Success Aviation is a unique industry, with strong roots and a vital role in the world economy. ARINC has been there since the very beginning of commercial aviation, which affords us a unique perspective, but also a tremendous responsibility—a tremendous opportunity to focus that knowledge and experience into ideas that consistently, perpetually put our customers in positions in the market to succeed. John Belcher Chairman and Chief Executive Officer, ARINC That’s why customer feedback is so critical to every service GLOBALink SM provides. As the global leader in voice and data communications, we are directly influenced by the voices of our customers every day. Predicting their challenges and recognizing their needs allows us to design solutions that are safer, more secure, more efficient, and more cost-effective than ever before. It allows us to bring together and meld the initiatives of aviation’s governing bodies and the airlines themselves. It allows us to take the arc of aviation’s history and see over the horizon, with a vision clear and resolute into what’s next for the entire industry. On April 24-26, 2012, we’ll be hosting the GLOBALink Customer Meeting for the Americas Region at our Headquarters in Annapolis, MD. Recent advances in technology and the introduction of new global Telecoms services have significantly increased Aeronautical Operational Control (AOC) options available to airlines today. During the conference we will cover the latest information about these emerging air-ground communications trends and issues. We’ll also focus on the FAA Next Gen Data Comm Program and the status of data link in Air Traffic Management, as well as ARINC’s industry implementations Controller Pilot Data Link (CPDLC), FANS 1/A and ATN/CPDLC. The evolving role of dispatch and its impact on System Operations Centers (SOC) is a major topic today. We’ll look at ways today’s advancements will help dispatchers keep their airline’s command centers running smoothly and efficiently. We’ll also discuss the aircraft as a weather sensor and how innovations in data collection that provide real-time weather to the National Weather Service benefit the entire industry. And, we’ll look at access security services, including CASS SM and CrewPass SM , their current status, and their direction in the industry. Please visit globalinkcustomermeeting.com and fill out our Customer Meeting Agenda survey to let us know what issues are important to you. We hope to see you in Annapolis on April 24 th .
The Global Link November 2011 | #43 Spotlight on ARINC Managed Services ARINC Managed Services (AMS), the global IT support subsidiary of ARINC Incorporated, provides a variety of IT managed services for airports looking to improve equipment reliability, minimize downtime and decrease costs. A key part of that service offering is the AMS Service Desk. Contact the Author Although most people are familiar with the concept of a help desk, a service desk and the benefits it can provide are less widely understood. While the Information Technology International Library (ITIL) has differentiated the two terms since 2007, there remains some confusion about the definition, relationship and value of the two facets of IT support and management. But as the service desk model becomes more mainstream as a management strategy for supporting business operations, recognizing the distinction becomes more important. Chris Forest Senior Director, ARINC Managed Services, LLC tel: +1 410.956.6475 cforrest@arinc.com The help desk, with its tactical focus, is geared towards end user productivity. The role of the service desk, however, is broader and more strategic—easily extending beyond the IT world to any organizational function that must manage the processes of problem reporting, dispatch and resolution. A service desk is, in fact, a business strategy—a way to track and manage processes, assets, and costs to optimize both service levels and resource utilization. It goes beyond user productivity to address organizational productivity. For many airports, for example, the AMS Service Desk operates under SLA performancebased contracts to provide either full or partial support for ongoing maintenance operations, including the support of air-to-ground communications. AMS’ in-depth knowledge and expertise in call handling enables us to provide customers any degree of support required, ranging from general product/service inquiries to first call resolution. A trouble ticket is generated automatically based on caller information and the incident is tracked until it’s resolved through systematic escalations based on predetermined business practices. This process-based approach and the metrics it can provide not only resolves the problem at hand, but also provides data for continual improvement, creating a better standard of service and cutting operating costs. The AMS Service Desk operates 24x7 and manages 40,000 calls annually for more than 3,000 customers in 85 countries. More information is available at www.arincmanagedservices.com. 1
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The Global Link - Arinc

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