Measured outcomes
Zero major ops outages in year 1 (vs 4 in prior year)
Mean time to restore: 38% faster
Stakeholder NPS +15 points
92M annual passengers, 480 airline + concession + ground-handling stakeholders, 84,000 airport workers. The authority had 23 ops systems with no unified incident response. A 2024 outage had highlighted the fragility.
ServiceNow as the unified ops platform — IT, facilities, stakeholder coordination, and emergency response in one workflow fabric. CMDB models the airport itself (gates, baggage systems, security, runways). Major-incident workflow integrates IT + ops + emergency response. Stakeholder portal for airline + concession + ground-handler ops requests.
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