SERVICENOW FOR AVIATION

Ground Control for Enterprise Work

Airports run on constant coordination. Flights, baggage, facilities, security, technology, vendors, and passenger services all depend on teams sharing the right information and acting quickly when conditions change.

ServiceNow helps bring that work into one connected platform, giving aviation organizations clearer ownership, faster response, and better visibility across operations. Beyond20 helps shape those workflows around the way airport teams work every day, from routine service requests to high-impact operational disruptions.

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Where Aviation Operations Break Down

Airports and aviation organizations operate around the clock, with little room for delays behind the scenes. These are the operational challenges we hear most often from aviation leaders.

Incidents Create a Ripple Effect

A delayed flight, equipment outage, or facility issue rarely affects just one department. IT, operations, maintenance, security, airlines, vendors, and customer service all need to respond quickly. Without connected workflows, teams spend valuable time tracking down updates instead of resolving the issue.

Disconnected Tools

Operational platforms like airport operational databases, flight information displays, baggage systems, and resource management tools each serve a critical purpose, but the teams supporting them often rely on emails, spreadsheets, and disconnected ticketing processes to coordinate work.

Operations Never Close

Unlike most organizations, airports don't have an "after hours." Incidents, service requests, maintenance activities, and infrastructure changes happen 24/7, making consistent processes and clear ownership essential regardless of who's on shift.

Rising Customer Expectations

Today's airports continue investing in smoother passenger experiences through initiatives like curb-to-gate services, touchless journeys, biometric identity, and faster disruption management. Supporting those experiences requires the operational teams behind the scenes to work together just as seamlessly.

How Beyond20 Supports Aviation Organizations

Every airport is different. The mix of airlines, vendors, facilities, technologies, and operational priorities creates a unique environment that off-the-shelf workflows can't solve.

Beyond20 works with aviation organizations to design ServiceNow solutions that reflect how work gets done across your operation. We take the time to understand your processes, identify opportunities to streamline them, and build workflows that help teams collaborate more effectively across departments.

Connect the work surrounding your operational systems so platforms like AODB, FIDS, baggage handling, resource management, and facilities systems work alongside ServiceNow.

Simplify employee services across a complex workforce by streamlining onboarding, offboarding, access requests, equipment provisioning, and support for employees, contractors, and seasonal staff.

Manage the lifecycle of critical airport assets by giving teams better visibility into equipment, ownership, maintenance activities, and service history.

Give leadership a real-time view of operational work so they can respond to issues before they affect passengers or airline partners.

Coordinate work across airport departments, airlines, and vendors through shared workflows that keep everyone aligned from request to resolution.

What This Looks Like in Practice

Aviation organizations rely on hundreds of teams working together every day. When ServiceNow is built around those operational realities, requests move faster, communication becomes clearer, and work stays visible from start to finish.

Here's what that looks like in practice.

Operational issues surface

Whether someone reports a baggage system issue, requests facilities support, submits an access request, or flags a technology outage, ServiceNow gives airport employees and partners a consistent place to start. The right details are captured up front so work begins with the context teams need instead of requiring follow-up emails and phone calls.

Beyond20 helps design the intake experience around the way your airport operates, creating request forms, service catalogs, and self-service experiences that are intuitive for users while giving fulfillment teams everything they need to act quickly.

Work goes to the right team

Airport operations depend on coordination across IT, facilities, operations, security, maintenance, and other support teams. ServiceNow automatically routes work based on request type, location, urgency, and ownership so the right people are engaged from the start.

Beyond20 works with your organization to build routing rules, approvals, and workflows that reflect your operational structure, including the unique responsibilities of internal departments, airline partners, and third-party vendors.

Everyone stays in sync

As work moves forward, everyone involved can see its status, collaborate within the same record, and stay informed without chasing updates across email or spreadsheets. Whether an issue requires multiple departments or outside partners, communication stays connected to the work itself.

Beyond20 helps configure notifications, task ownership, and communication patterns that keep stakeholders informed while reducing unnecessary back-and-forth and duplicate requests.

Better decisions follow

Over time, ServiceNow turns day-to-day operational activity into meaningful insight. Leaders can identify recurring issues, understand service demand, monitor response times, and see where operational improvements will have the greatest impact.

Beyond20 helps define the metrics that matter most to you and builds dashboards that support smarter planning, stronger governance, and continuous improvement across the organization.