AirportNow
The ultimate airport service management solutionAirportNow is a service management solution built on the ServiceNow platform, designed by ESP specifically for airports, ensuring your airport’s systems stay running smoothly.
AirportNow® – it’s ServiceNow built for Airports
AirportNow® is a cutting-edge service management solution designed specifically for airports.
Airports represent a traditional wide-area campus, but with the additional complication of areas with restricted access, lengthy travel between terminals and short restoration time for failed equipment. With ESP’s unique, out-of-the-box AirportNow solution, one click connects the incident to the nearest engineer, enabling proactive response, reducing time to repair, and ensuring resolution within expected SLAs in the airport environment.
Powered by ESP’s 32+ years of expertise in the aviation industry, AirportNow revolutionises IT support, streamlines operations, and ensures your airport’s systems stay running smoothly.
VALUE CHAIN SERVICE MANAGEMENT
ESP AirportNow is a complete value chain service management toolset tailored for the demanding needs of airport IT environments. Built on the market leading ServiceNow ITSM platform, ESP AirportNow offers a comprehensive, customised, and competitively priced solution that can be integrated into any existing service desk or technical team.
With AirportNow, you can experience a resilient, fully packaged solution that combines the power of ServiceNow with custom airport self-service and technician applications. AirportNow covers the entire IT value chain, from asset management to incident, problem, and change management, as well as field service.
For regional airports reliant on the availability of someone on call to keep the wheels turning to provide the best service for passengers, ESP’s AirportNow Lite is the perfect, competitively priced, multilingual, automated solution that provides digital dispatch of an engineer at the click of a button, reducing the load on the airport – wherever you are! It even works with equipment that doesn’t have a UI – simply scan a barcode to instantly log your issue and dispatch an engineer.
AIRPORTNOW® – built for airports
ESP’s AirportNow is a purpose-built ServiceNow ITSM (IT Service Management) solution designed specifically for the complex needs of airport environments. It includes our proprietary Click2Fix desktop application and Scan2Fix mobile application, enabling airline staff and ground handlers to report IT issues quickly and efficiently—whether from a desk or on the move. Leveraging pre-defined ITSM workflows and a domain-separated ServiceNow instance, AirportNow accelerates deployment and simplifies operational complexity. Whether you’re looking for a fast start or a fully tailored solution, talk to us about how we can customise AirportNow to run on a dedicated ServiceNow instance that meets your unique airport requirements.
AIRPORTNOW® LITE – for regional airports
ESP’s AirportNow Lite is an ideal entry-level ServiceNow ITSM (IT Service Management) solution tailored for smaller airports or early adopters exploring the business value of digital service management. Offered as a low-cost, pay-monthly subscription, AirportNow Lite comes bundled with ESP’s proprietary Click2Fix desktop application — allowing airline staff and ground handlers to swiftly report and track IT issues. Pre-defined ITSM workflows hosted on our domain-separated ServiceNow instance help streamline deployment, reduce complexity, and get you up and running quickly.
DELIVERABLES AND OUTCOMES
Innovation meets efficiency
AirportNow delivers a comprehensive array of solutions designed to transform your airport’s IT support. Our service management toolkit offers flexibility, whether you choose the convenience of ESP hosting or opt for customer-owned instances, or even a hybrid model. With ServiceNow ITSM fulfiller licenses available for ESP hosted instances, you’re guaranteed a seamless experience backed by industry-leading technology.
Our omni-channel approach seamlessly integrates the NOW Service Portal, ESP Click2Fix app, and NOW Agent app. By aligning with ITIL best practices, AirportNow ensures that Incident, Problem, Change, and Request Management processes are optimised to keep your airport running like clockwork. Our intelligent automated ticket routing system effortlessly directs issues to the right hands – whether it’s your team, a partner, or our dedicated ESP engineers.
A SINGLE PANE OF GLASS FOR THE ENTIRE TEAM
JFKIAT implements ESP’s AirportNow IT service management solution
With a diverse ecosystem of systems supporting terminal operations, safety, security, and back-office functions, JFKIAT recognized the need for an advanced, centralized IT service management solution. Through collaboration with ESP, JFKIAT implemented AirportNow, a powerful IT Service Management (ITSM) platform, to streamline processes, improve visibility, and enable efficient incident management across its infrastructure.
The single biggest win for the JFKIAT ‘IT & Digital’ management team has just been a single pane of glass for the entire team to be able to view, manage, and report on their respective IT Service domains. It provides us the ability to standardize our approach to Incident/Service Management based on ITIL principles. Having everything in a centralized repository provides us the ability to access usable data and build dashboards to visualize things such as daily ticket volumes, ticket volume by IT Service, ticket volume by time of day, etc. These data insights have helped us develop new preventative maintenance schedules based on trend analysis, augment staffing to meeting peak passenger volumes during the day and to be able to monitor ESP plus 3rd party adherence to contractual SLAs.
At JFKIAT, we always seek to identify strategic partners and not just a service provider. As the program has matured, we have developed a collaborative operating model that has worked well for both organizations and has really shifted ESP from service provider to a trusted technology partner.
INSIGHTS AND ANALYTICS
Power up your AirportNow installation by taking advantage of ESP ada, an optional bolt-on to AirportNow. ESP’s Advanced Data Analytics provides visual heatmaps of the locations of problematic equipment right across the airport, from the terminal right down to the desk location.
Gain valuable insights with ESP ADA
Fueling efficient operations, our asset management functionality empowers you to import and manage essential airport assets with ease. Plus, gain invaluable insights through our in-built report engine and customisable dashboards, arming you with the data you need for informed decision-making. And with our rapid implementation and robust support offerings, you’ll be up and soaring in no time, backed by 24 annual support days. To take your efficiency even further, explore the optional advanced analytics feature, visualising airport hotspots and heatmaps via our ADA analytics app.
Talk to us today to discuss your IT requirements.
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