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7-Eleven improves customer service with ServiceNow
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Copenhagen Airport creates a service portal to accelerate digital transformation

1,400+

Articles in Knowledge Base

300+

Request Forms in the portal

20,000+

Users across the airport ecosystem

Copenhagen Airport establishes a digital‑first, self‑serve mindset across the service organization—creating a portal to house all service requests.


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.

Copenhagen Airport logo
Copenhagen Airport
CUSTOMER
Copenhagen Airport
HEADQUARTERS
Copenhagen, Denmark
INDUSTRY
Aviation
EMPLOYEES
2,000
PRODUCTS

We can only be efficient in executing our work if we have the right tools and processes in front of us.

Christian Hjortkjaer

Head of IT Asset & Service Management

 

A single home for all service requests
The engagement transforms service expectations throughout the airport. Users can self-serve a range of functions, whether it is ordering new hardware, reporting an issue, or requesting access for new colleagues. Tasks are increasingly automated and there is a data trail to audit usage, plot trends, and strengthen security. Rather than multiple touchpoints and different processes, it establishes a single home for service – with the expectation that new functionality will be added.

Towards greater simplification
Consolidation also improves compliance. Data management is more secure; the airport is aiming to be ISO27001 certified (information security) by late 2021. In what has been a quiet year for international travel, Copenhagen has used the time to finesse the user experience and seek out remaining service processes in need of digitization.

The project was completed with expert support from Nicholai Christensen, a former IT Service Manager at Copenhagen Airport.

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