Introduction Company profile <strong>and</strong> strategyService portfolio Communication <strong>and</strong> social responsibilityP Aviation businessP Non-aviation businessq Quality, security <strong>and</strong> safetyMeasurable quality objectives withISO 20000FMG has its own IT services arm, the Information Tech -nology division. Besides planning, deploying <strong>and</strong> operatingthe airport’s IT systems, the division providesservices for information systems, office systems <strong>and</strong>communications equipment (for LANs, WLANs, fixed<strong>and</strong> mobile telephony, <strong>and</strong> radio, for example), as wellas consulting <strong>and</strong> advisory services.The division, which has 190 employees <strong>and</strong> looksafter around 520 customers, is also responsible for62
Workforce <strong>and</strong> work environmentEnvironmental <strong>and</strong> climate protectionFinancial reviewSustainable developmentproviding the requisite IT infrastructure. Since 2006,the division has been accredited to the ISO 20000IT service management st<strong>and</strong>ard <strong>and</strong> has since successfullyre-certified annually – most recently in 2011.ISO 20000 establishes a measurable quality st<strong>and</strong>ardfor the delivery of managed IT services. Key processesinclude incident management, change management,availability <strong>and</strong> continuity management, configurationmanagement, <strong>and</strong> information security management.To safeguard the availability of critical systems thatare essential to airport operations, such as passengerinformation systems <strong>and</strong> dispatching systems forthe airport aprons <strong>and</strong> terminals, our IT division notonly employs ISO 20000-compliant processes, it alsodraws on a range of technical means <strong>and</strong> solutions.Examples include state-of-the-art security measuresto protect the airport’s networks, comprehensivesys tem management with a high level of operatingprocess integration, <strong>and</strong> a pair of data centers, at sep -arate locations, which switch over system componentsaccording to defined cycles.The division applies key performance indicators togauge the effectiveness of measures at the process<strong>and</strong> technical system levels. It also publishes detailedmonthly reports on system availability <strong>and</strong> capacityreserves that help to identify emerging problems atan early stage <strong>and</strong> enable timely intervention.IT process optimizationThe ISO 20000 IT service management st<strong>and</strong>ard plac -es considerable emphasis on continuous improvement,as this ensures that procedures are adapted <strong>and</strong> optimizedin step with changing conditions.For instance, our IT service management (ITSM) toolwas identified as needing improvement. This is a soft -ware program for coordinating <strong>and</strong> supporting IT di vi -sion job processes in areas like the supply or troubleshootingof user equipment. It has now been replacedby more advanced, more powerful software. The newsoftware has enabled us to automate supply <strong>and</strong> otherprocesses to a greater extent <strong>and</strong> so achieve valuableefficiency gains. These supply processes includeequipping work points with a desktop PC, notebookPC or phone, installing a range of software on a desktopor notebook PC, providing wireless systems forflight-related processes (e.g., baggage h<strong>and</strong>ling), <strong>and</strong>enabling access to CCTV systems.The software allows us not only to respond faster tocustomer inquiries, but also to reduce the labor costper process cycle, to improve the quality of IT servicedelivery <strong>and</strong> service data, <strong>and</strong> to simplify the processof invoicing customers. Although still being tested, thenew ITSM tool will be rolled out during the course of2012.An IT emergency exercise designed to practice a complexsystem failure scenario <strong>and</strong> assess the qualityof documentation <strong>and</strong> processes revealed that ouremergency procedures functioned smoothly <strong>and</strong> ourstaff had the skills <strong>and</strong> training to respond precisely<strong>and</strong> efficiently. Minor flaws were found in the documentation,but these were soon rectified.AirSide: The airport at a glanceAirSide is an abbreviation for Airport Status IndicationEquipment, a system designed <strong>and</strong> developed by ourInformation Technology division to collate <strong>and</strong> show acomprehensive overview of information on air trafficon a smart board display. With AirSide, users can track<strong>and</strong> log key events such as aircraft <strong>and</strong> vehicle movements,aircraft h<strong>and</strong>ling operations, refueling, thecurrent runway status, construction work, emergencies,snow <strong>and</strong> ice clearing operations, <strong>and</strong> operatingarea closures. AirSide’s main users are FMG trafficmanagement staff, who work with it around the clockas a means of rapidly assessing the overall situationat the airport. Because AirSide can be configured tosuit different user groups’ needs, it is now also in operationwith the airport fire service, air traffic control,<strong>and</strong> public bodies like the police, customs, the SouthBavarian Office of Aviation, <strong>and</strong> the regional governmentof Upper Bavaria.63
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