Do IT Wise has successfully implemented the ServiceNow IT Service Management solution at Swissport.

About Swissport

Swissport, headquartered in Opfikon, Switzerland, is the leading provider of airport ground services and air cargo handling based on revenue and the number of airports served. According to the statistics, in 2020 Swissport International AG provided best-in-class airport ground services for 82 million airline passengers. The company handled roughly 4.1 million tons of air freight at over 100 cargo warehouses and 269 airports worldwide. Swissport employs more than 45,000 people on 5 continents. 

The Challenge

Driven by the overall business climate in 2020, Swissport went through a massive transformation. It included insourcing part of previously outsourced IT services and establishing a governance layer on IT service and project portfolio. In order to do that, they needed to re-design their IT Service Management (ITSM) and Project and Portfolio Management (PPM) processes and practices and move them from outsourced ServiceNow platform provided by one of their IT suppliers to newly established instance, while at the same time establishing core competency inside and optimizing cost. 

Our Solution

The Wise team has completed the project in a very ambitious time frame of less than four months while supporting Swissport to establish an internal practice to continue developing the platform jointly with Do IT Wise covering ITBM and future needs. This was a significant milestone to celebrate, given the successful establishment of a completely streamlined ITSM implementation based on CSDM and best practices and migrated seamlessly from heritage implementation to new one, without disruption of business processes. We are proud to have the rare opportunity to initially establish an instance and continue operating and supporting it.  

Before celebrating the project’s success, we took the time to analyze and reflect on the results achieved and revise the plan for the ongoing Phase Two. Together we continue to expand Swissport’s platform footprint. 

Of course, both Swissport and Do IT Wise teams celebrated the Go-Live of the project together with the traditional ServiceNow Go-Live cake. 

We want to thank the whole team of Swissport! We are looking forward to the next successful Go-Live and our outstanding projects together! 

For more clients’ successful stories, insights about the ServiceNow platform and Digital Transformation, check out our blog.