Driving efficiency at a critical regional hub
Copenhagen Airport is Denmark’s main international airport. In 2019 it served more than 30 million customers and is one of the busiest transit points for Scandinavia. It has also been awarded the title of Europe’s most efficient airport in 14 of the last 16 years. The airport has around 2,000 employees but includes more than 20,000 employees in its network of service providers.
A digital ecosystem of service providers
Fundamentally, the airport is a series of connections. Continued efficiency requires Copenhagen Airport to further streamline operational processes, whether that is baggage tracking, security checks, or the management of queues. Digitization promises to transform this interconnected ecosystem. For digitalization to work, the airport needed to overhaul the way it serves users, moving from a reactive paper-based mindset to a self-service, digital-first.
Secure access for 22,000 users
ServiceNow IT Service Management creates a service home for the airport’s 20,000 users. Launched in 2017, the portal has grown from housing 20 request forms and 200 Knowledge Base articles to 300 request forms and more than 1,400 articles. The portal can be accessed, securely via a webpage, by anyone with a Copenhagen Airport ID. A dedicated team works with the business and the local ServiceNow partner, BusinessNow, to find, design, and launch new services.