The challenges of increasing commuter rates and expanding system complexity impel metropolitan rail operators to focus on maintenance and management. This study addresses the question of how to advance the efficiency and performance of maintenance through innovation in continuous management and develops a model to enhance maintenance management. Its theoretical background was derived from bibliometric analysis, and Design Science Research served as a scientific methodology to construct the model, while a case study method was used to validate it. The model follows the designations of the consulted authors as their models and tools, presented in the theoretical foundation, synergize with the requirements of metropolitan train maintenance. It uses Failure Mode Effects Analysis (FMEA) and Design Thinking to accommodate diverse maintenance conditions and can be used in maintenance performed by the company and third parties. It can also be applied to improve windshield replacement in metropolitan trains. The study concludes that the FMEA tool effectively assists in the management of metropolitan train maintenance and that other tools arising from design, despite having been well accepted in the dynamics of the case study, need to be better researched in conjunction with the methodology of the FMEA tool.