Case Study: Miami-Dade Aviation Department achieves centralized 24/7 Network Operations Center and ISO/IEC 20000-1 certification with Black Box Network Services

Miami-Dade Aviation Department (MDAD) - Customer Case Study

Miami-Dade Aviation Department (MDAD) needed to modernize and centralize airport communications and operations across its airports, replacing outdated equipment and improving call response and service efficiency. MDAD turned to Black Box Network Services, its long‑time telephony and data infrastructure partner, to design and implement a new Network Operations Center (NOC) and 24/7 Help Desk to support centralized operations and establish best‑practice protocols.

Black Box Network Services implemented and now operates a 24/7 NOC and Help Desk, providing Tier 1 support with more than 50 on‑site technicians and 24/7 2nd/3rd‑tier dispatch. Black Box manages 10,000+ voice ports, 7,000+ data ports, and the airport’s copper and fiber infrastructure, and achieved ISO/IEC 20000‑1:2005 certification—making Miami International Airport the first U.S. airport to follow ITIL best practices—resulting in improved responsiveness, centralized operations, and greater service reliability.

Miami-Dade Aviation Department (MDAD)

Maurice Jenkins

Director,Information Systems and Telecommunications Division