SERVICENOW FOR AIRPORTS & AVIATION

Connect the Work Behind Every Flight

Airports run on constant coordination. IT, facilities, security, operations, airlines, vendors, and passenger services all depend on shared information and the ability to act quickly when conditions change, whether it's a routine service request or major IROP.

Beyond20 helps airports put ServiceNow to work across that entire picture: connecting the systems and teams that keep the airport running day to day, extending shared services across the enterprise, and strengthening the IT foundation that supports it all. The result is clearer ownership, faster response, and better visibility from end to end.

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Where Airport Work Breaks Down

Airports operate around the clock, with little room for delays behind the scenes. These are some of the challenges we see when teams, systems, and diverse responsibilities need to work together across a complex airport environment.

The Ripple Effect

A delayed flight, equipment outage, or facility issue rarely stays contained to one department. IT, 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.

The IT/OT Divide

Airport technology splits across two worlds: enterprise IT systems and the operational technology (OT) behind AODB, BHS, and access control. These systems are often run by different teams under different governance, making it hard to maintain consistent security and coordinate work.

The Insight Gap

Airport systems generate enormous amounts of data every day. The opportunity is turning that data into insight teams can act on before an issue affects passengers. As airports increasingly look to AI to help get ahead of disruptions, closing the gap between available data and usable insight is becoming a real differentiator.

Rising Customer Expectations

Passenger expectations now extend well past the gate, from curb-to-gate services to touchless journeys and biometric identity. With 90% of airports investing in major biometric programs, according to SITA, keeping pace requires the same speed and coordination from every team and vendor involved.

One Platform for Every Challenge

ServiceNow brings employee, passenger, and operational workflows together on one platform.

These are the products airport teams turn to most:

IT Management
(ITx)

ITSM, ITAM, and ITOM work together to give teams a single, connected view. When an incident hits, the same platform tracks the response, the equipment involved, and the systems affected, so nothing falls through the cracks between them.

Integrated Risk Management (IRM)

IRM brings shared oversight to enterprise IT and the operational technology behind systems like baggage handling and access control. Instead of separate teams tracking risk on their own, IRM gives leadership one picture of exposure across the airport.

Operational Technology (OT) Management

OT covers the physical hardware behind an airport, from conveyor controllers and sensors to airfield equipment and jet bridges. Instead of treating uptime and maintenance as a guessing game, teams get one clear view of asset health.

Customer Service Management (CSM)

CSM keeps passengers and airline partners connected across every touchpoint, from a gate change notification to a lost bag claim. Rather than each interaction living in a separate system, one platform carries the full journey end to end.

How We Work With Airports

A ServiceNow program isn't a single project. Beyond20 supports airports at every stage: assessing where things stand today, shaping the program that fits, and keeping the platform healthy long after go-live.

Understand Your Starting Point

Before we build, we learn where you stand today: how mature your processes are, how reliable your data is, and how ready your organization is for AI. That understanding shapes what we design next, whether you're new to the platform or building on what you have.

Design the Program You Need

That understanding becomes the blueprint for what comes next: a program shaped around your airport's priorities, systems, and constraints. Beyond20 designs the processes and workflows behind core ITSM and asset management, security, portfolio, and AI governance, so the platform reflects how your airport runs.

Sustain & Grow the Platform

After go-live, protecting that investment matters as much as building it. Our ServiceNow Managed Services keep the platform stable, secure, and moving, so the progress you've made keeps paying off, whether that means steady administration or added capacity as demand grows.

What This Looks Like in Practice

Aviation organizations rely on hundreds of teams working together every day. When ServiceNow is built to support those 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.

Why Airports Choose Beyond20

Airport technology has to support an operation that never stops. Beyond20 brings ServiceNow expertise together with practical service management experience and an understanding of the coordination required across airport environments.

Airport Experience

We have experience supporting ServiceNow programs across airport and aviation organizations where technology, facilities, operations, vendors, and other stakeholders have to work together around the clock.

Service Management Depth

Beyond20 was built around service management. Our ServiceNow and ITIL expertise helps us design processes that work for the people responsible for operating them, not just inside the platform.

Platform Expertise

From ITSM, ITOM, ITAM, SPM, and security workflows to assessments, implementation, optimization, and managed services, we can help you strengthen the foundation and expand ServiceNow as your needs evolve.

Hands-on Partnership

You work directly with experienced consultants who stay close to your goals, operating environment, and decisions throughout the engagement. We focus on practical progress and a platform your teams can continue to build on.

SERVICENOW FOR AIRPORTS & AVIATION

Connect the Work Behind Every Flight

Where Airport Work Breaks Down

One Platform for Every Challenge

IT Management
(ITx)

Integrated Risk Management (IRM)

Operational Technology (OT) Management

Customer Service Management (CSM)

How We Work With Airports

Understand Your Starting Point

Design the Program You Need

Sustain & Grow the Platform

What This Looks Like in Practice

Operational issues surface

Work goes to the right team

Everyone stays in sync

Better decisions follow

Why Airports Choose Beyond20

Trusted by Airport & Aviation Organizations

Plan Your Airport's ServiceNow Roadmap

SERVICENOW FOR AIRPORTS & AVIATION

Connect the Work Behind Every Flight

Where Airport Work Breaks Down

One Platform for Every Challenge

IT Management (ITx)

Integrated Risk Management (IRM)

Operational Technology (OT) Management

Customer Service Management (CSM)

How We Work With Airports

Understand Your Starting Point

Design the Program You Need

Sustain & Grow the Platform

What This Looks Like in Practice

Operational issues surface

Work goes to the right team

Everyone stays in sync

Better decisions follow

Why Airports Choose Beyond20

Trusted by Airport & Aviation Organizations

Plan Your Airport's ServiceNow Roadmap

IT Management
(ITx)