| XY International Airport not only stands for the main transportation hub in China which can offer regular international flights but also one of China’s eighth largest airport which planned by the Civil Aviation Administration of China (CAAC).With the rapid development of information and electronic technology, the airport’s transportation has been more dependent on the ELV system whose functions involve many necessary important parts of airport transportation service such as passengers’ticketing and boarding, flight information’s displaying and security checking. It is the essential insurance for travelling on air and also the foundation of airport transportation work’s successfully completing. The stable operation of the ELV system play an important role in the transportation and production’s running normally in airport.Since the new terminal of Xianyang airport has been put in use, gaps appear between service methods, management, efficiency in the operation department and the reality of airport’s rapid development, which lead to a urgently need to optimize the operation service management of the ELV system and improve its scientificity and standardization. Based on this background, this paper conducts a research about optimizing the operation service management of ELV system in Xianyang airport, which in order to improve the efficiency of this system and meet the needs of business development.This paper first illuminates the background and significance of the thesis and the research ideas and framework structure and then analyzes the service quality theory, IT service management theory and reference model. Then makes a probing analysis of the problems existing in the operation work of the ELV system in Xianyang airport from users’ feedback, operation staff quality, operation service model and asset management mode.An optimization scheme for the management of airport ELV system’s operation service has been put forward using the ITIL method, which design in detail about the fault handling process and asset management process of the ELV system, provides operational methods for the optimization of the operation service management, and finally puts forward the safeguards to carry out the management optimization.This paper proposes a more specific scheme which applies the concept of IT service management to the operation service management optimization of the ELV system in Xianyang airport and the result is also available as reference for the operation service work of other airport or enterprise system. |
