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London’s Gatwick Airport is a model of efficiency in many ways. In addition to being
the world’s most efficient single-runway airport, it serves about 200 destinations in 90 countries, processing 34 million passengers each year. And unlike U.S.-based airports that act as landlords for the security staff, retail outlets, parking facilities and other services they house, Gatwick manages it all—from building maintenance and security to bag checking infrastructure, retailers and parking facilities.

Managing so many different businesses results in a variety of operational and IT service desks with calls on everything from how to use a piece of software, to reporting a malfunctioning elevator, to complaining about the lack of WiFi signal. Until recently, Gatwick outsourced all IT requests to using the suppliers in-house service management system.

There had to be another way…

Business Challenges

  • Low customer satisfaction ratings on service requests
  • Expensive outsourced service desks
  • Onsite IT staff had little visibility into the operation of its own processes
  • No platform to expand ITSM framework outside of IT


  • Higher customer approval rating
  • A more knowledgeable, agile workforce
  • Cost savings of 15% year over year
  • Dramatic increase in Net Promoter Score

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Focus Group Europe is a fast growing ServiceNow partner with great opportunities to grow your career. With an amazing culture and headquarters located in central London, FGE is the right place to accelerate your career.

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