Why do airport IT teams still rely on generic IT service management (ITSM) frameworks – and what needs to change?
In an airport environment, every second counts. From check-in to boarding, every touchpoint relies on seamless technology — yet behind the scenes, many IT teams still depend on generic IT service management (ITSM) frameworks that were never designed for the complexities of aviation.
Why? Often it comes down to legacy systems, complex vendor structures, and the perception that “standard” ITSM processes are safer or more cost-effective. But as airports continue to evolve into smart, data-driven ecosystems, these one-size-fits-all models can actually hold back performance, compliance, and passenger experience.
In this Spotlight, we explore the key reasons why airports continue to use generic ITSM — and how a specialised aviation ITSM approach, like ESP’s AirportNow, can help translate IT performance into measurable business outcomes.
Why many airports still rely on generic ITSM
- Legacy systems and contracts
Many airports operate under long-standing outsourcing models built around standard ITIL-based frameworks. Changing them means re-engineering processes and contracts — a daunting prospect that keeps teams locked into outdated models. - Complexity of the airport ecosystem
Airports function as ecosystems of airlines, handlers, retailers, and government agencies. Generic ITSM frameworks struggle to handle these cross-functional dependencies and service level agreements. - Lack of aviation-specific tools
Traditional ITSM platforms don’t measure the metrics that matter most in aviation, such as turnaround impact, passenger throughput, or compliance readiness. - ITSM seen as back-office
In many cases, ITSM is still viewed as a technical function rather than a driver of passenger experience or operational resilience. - Limited skills and resources
Tailoring ITSM to aviation requires understanding both operational and IT landscapes, a rare skillset that leads many teams to default to standard templates. - Regulatory caution and change resistance
In highly regulated environments, stability often outweighs innovation, making teams cautious about adopting new frameworks.
Why it’s time for change
Generic frameworks can’t reflect the pace, precision, and interdependence of airport operations. A specialised approach, built around aviation-specific data, KPIs, and workflows, bridges the gap between IT and business performance.
ESP’s AirportNow does exactly that: combining aviation-focused ITSM with clear visibility of metrics like mean time to repair (MTTR), first-time fix rate, and compliance readiness, helping IT leaders demonstrate measurable value across the airport ecosystem.
In aviation, every IT decision directly affects the passenger journey. Is it time to move from generic service management to intelligent outcome management?
Get in touch with our aviation experts to see how easy it is to move to AirportNow, the ultimate aviation IT service mangement solution.