Solutions

  • Products
  • Use Cases
  • Industries
  • WHITE PAPER
  • HR and IT better together
  • Boost productivity and attract quality talent with great employee experiences.
  • EBOOK
  • 5 steps to transformation
  • A proactive, connected client experience is essential for financial services.

Platform

  • ANALYST REPORT
  • The value of digital workflows
  • Get apps to market in half the time at a third of cost with higher satisfaction.

Customers

  • SUCCESS NAVIGATOR
  • Your prescription for success
  • Accelerate outcomes with a step-by-step action plan of proven best practices.

Explore

  • VALUE CALCULATOR
  • Live up to your potential
  • Determine the untapped value across your entire business in just 60 seconds.

Preventing incidents in a crowded airspace


Cropped shot of two customer service representatives at work in their office

Photo provided with kind permission from NATS

The UK presents one of the busiest air traffic control environments in the world and it’s set to become even more challenging. Air travel numbers are on the rise and that means airspace is getting ever more complex to control while ensuring safety and reducing the environmental impact.

At NATS we are on the front line of air traffic control, managing around 2.5 million aircraft and 200 million passengers flying in skies above the UK. Technology plays a critical role in our operation, but flight delays and cancellations publicly exposed the inadequacy of our IT infrastructure.

Our legacy approach was keeping planes stuck on the ground or in holding patterns meaning passenger delays. We had to put the focus on managing our services, not our infrastructure. We needed a better way. An efficient way.

Towards zero engineering incidents
Importantly, we weren’t just looking a technology replacement, but a strategic solution to underpin our journey to a zero-incident culture. The ServiceNow platform was the clear choice.

While thousands of planes were accumulating airmiles, our team was literally clocking up miles of their own, walking between 170 screens in our control room to monitor the status of all services. It was time consuming, increased the risk of mistakes occurring and made it difficult to diagnose service issues at a platform level. 

We’ve turned that situation on its head with a single platform to bring everything together. We’re making good ground in our pursuit of zero engineering incidents too. With ServiceNow’s ITOM-Operational Intelligence with Machine Learning we are able to detect anomalies across our services and take preventive action before it becomes service impacting. That’s incredibly powerful in our safety-critical world. If an instance happens in one of our applications, ServiceNow will be commanded to remediate and orchestrate it before services are affected or air traffic controllers even know an incident is occurring. 

Capacity is secured, planes aren’t delayed, and the passenger and airline experiences are optimised. 

A bird’s eye view
Using ServiceNow, we will gain a ‘single pane of glass’ view of all services, which will have a tremendously positive impact on the experience of our employees at work. Rather than struggling with numerous systems to review and report on issues, their time shall be freed up to focus on finding solutions to the problems at hand. 

The single view will have another positive effect in terms of new staff onboarding. The time required for new starters to gain Engineering Validation to work in air traffic control has reduced by 50%, from one year to just six months. 

We now also need fewer command line ‘low-level’ engineering skills, with our skillset constantly evolving to further drive provision of safety and informed decision making.

Working in frontline engineering has become much simpler and more empowering with our ServiceNow-powered approach.

A partner with a vision
With aviation and technology both advancing at a rapid pace, we know that despite our progress we will always need to transform and adapt. But I also know that we have the right foundation to continue our journey, because we now manage the entirety of our services on a single scalable platform. In my view, this is the most powerful outcome of our transformation so far. 

Even more importantly, the ServiceNow roadmap matches our strategic priorities with some of the upcoming features that we know will be essential to our future plans. This includes the introduction of advanced operations intelligence, which will further increase our ability to predict incidents and eliminate service outages. 

I sometimes get asked how stressful a job in air traffic control is. Thanks to our skilled engineers and controllers, as well as having the right technology to underpin our mission-critical business, this usually isn’t the case. Through skills development and ongoing digital transformation efforts we are driving excellence for air traffic control engineering.

Topics

Featured

  • Digital government comes of age
    Customer Stories
     Learnings from Capita’s automation project - ServiceNow Blog
    09-15-2020 Capita has made no secret of its commitment to automation. We’ve been public in our declarations of the benefits this automation project can bring, and the challenges of managing one of Britain’s most ambitious projects
  • Best practices for digital transformation in the telecom sector
    Business Impact
    Best practices for digital transformation in the telecom sector
    08-31-2020 Learn about the importance of digital transformation in the telecom industry and discover best practices to ensure efficient change and growth.
  • ServiceNow named a leader in the 2020 Gartner Magic Quadrant
    Business Impact
    ServiceNow named a Leader in the 2020 Magic Quadrant for IT Vendor Risk Management Tools
    08-27-2020 It’s an honor to be named a Leader in the 2020 Gartner Magic Quadrant for IT Vendor Risk Management Tools (ITVRM)! ServiceNow Vendor Risk Management
  • Digital government comes of age
    Business Impact
    Digital government comes of age
    08-25-2020 Discover how digital transformation and IT workflows can allow government agencies to build and enhance digital public services

Trends & Research

DevOps comes to the enterprise
How to harmonize dev and ops
How well do you know your Gen Zs?

Year